The Phone Manager application can reside on your desktop, your laptop, and now on your smartphone as well
Phone Manager has three levels of licensing:
Which integrates to Microsoft Outlook©.
Which is needed to integrate to CRM platforms.
Which offers supervisors visibility and control over their co-workers activity.
Phone manager offers numerous benefits that enhance productivity and deliver efficiencies and economies to the organization – the key features are set out below.
- On screen call control
- Presence profiles
- CRM integration & Screen Popping
- Microsoft Outlook© & Office 365 integration out-of-the-box
- Highlight and dial
- Unlimited directory contacts
- Text chat function
Phone Manager makes life easier, see all your call records, incoming, outgoing and missed calls and call them at the click of the mouse! Also see what your colleagues are doing and who they are talking to.
Phone Manager can import your directories from other sources so that you can create one master directory for everyone you call. The ‘Toaster’ pops up to tell you who is calling before you answer. Phone Manager also enables you to integrate with your CRM system to ‘pop’ your customer record as you answer the call.
Phone Manager has a wealth of other features such as ‘chat’ to enable an instant message session with colleagues as well as the ability to add new callers to your directory at the click of a mouse. View the Phone Manager Video below.
Summer 2016 sees the launch of the Phone Manager Mobile application which offers all this functionality on your mobile smartphone – so being able to contact your colleagues quickly and easily can be done wherever you are. Phone Manager also enables important calls to be recorded (if call recording is installed) from your smartphone using the office link or softphone capability.
The core feature of any desktop phone client is to provide the end-user with control of their telephone, directly from their PC. This is not restricted to just making and receiving calls, but also to fully control all the features of the telephone using your desktop screen and not having to touch the telephone.
Xarios designed its Phone Manager software to integrate as closely as possible with the Mitel MiVoice Office 250 system. As a result of this we are able provide a range of telephony functions directly from the desktop:
- Make & clear calls
- Hold & retrieve calls
- Set account codes
- Select specific trunks
- Control the outgoing caller ID being presented
- Direct and announced transfers
Providing these features from the desktop makes training more efficient. Features are easy to use and well documented in help files so users can quickly learn and implement the features they need.
CRM Screen Popping & Integration
Identifying a customer before a call gets answered and using that information to automatically populate your screen with their contact details is one of the primary requirements of computer telephony integration (CTI). Automating this process vastly reduces the amount of time your employees spend identifying the caller and means they spend more time helping the customer.
It is widely agreed that manually accessing a customer record takes between 20 and 50 seconds – so if you save an average of 30 seconds on every incoming customer service call– it will deliver a compelling ROI.
Caller ID Screen Popping
The simplest way of identifying a customer and screen popping their details is using their calling line identity (CLI). Phone Manager supports screen popping using CLI on Microsoft outlook and office 365 out of the box: using the Phone Manager professional license, screen popping is available on the following platforms:
- Goldmine v2013.1 (SQL)
- Goldmine v7.0 (SQL)
- Goldmine v8.0 (SQL)
- Goldmine v9.2 (SQL)
- Maximizer 2015 (v13 Desktop Client)
- Microsoft Dynamics CRM (2011-2016)
- MSCRM 5.0 (2011)
- MSCRM 6.0 (2013)
- MSCRM 7.0 (2015)
- MSCRM 8.0 (2016)
- Microsoft Dynamics NAV
- NAV v4.0 SP2 Classic Client
- NAV v5.00 Classic Client
- NAV v6.00 (2009) Classic Client
- NAV v6.00 (2009 R2) RTC Client
- NAV v7.00 (2013) Web Client
- NAV v7.00 (2013 R2) RTC Client
- Microsoft Internet Explorer
- Microsoft Outlook (XP-2016)
- NetSuite CRM+ 2014.1
- Office 365
- Sage CRM
- Sage CRM v7.2
- Sage CRM v7.1
- Sage CRM v5.7-7.0
- Swiftpage (Sage) Act!
- Act! 2013 (v184.108.40.206)
- Act! 2014 (v16.0.291.0)
- Act! 2015 (v220.127.116.11)
- Act! 2016 (v18.0.501.0)
- Swiftpage (Sage) SalesLogix
- Sugar CRM 6.4-7.6
- Zoho CRM 2014
Setting up screen popping with any of these applications is a simple process once Phone Manager is installed. A professional license is required to use the Phone Manager screen popping features.
If your CRM application does not appear on the list – don’t worry Xarios can offer integration to most applications including custom or bespoke services – contact the professional services team for more information.
Screen Popping without Caller ID
If a customer does not present a caller ID or the caller ID cannot be guaranteed deliver a unique identify, the customer can be prompted for an order number or account number which can then be used to identify the customer and perform a screen pop of their customer detail. This requires an IVR (interactive voice response) application to be added to the solution - see IVR details here or on the home page.