CRM Integration: Help & User Guide

Edited: 05/25/2021
Access: Everyone
Supports: Business Voice, Business Voice+

General Overview

Administrators

Connect CRM to Star2Star

Set Up Call Activity Logging

Configure Screen Pop

Saving Changes

End Users

Installing Notifications App

Interacting with Screen Pops

How Call Activity Logging Works

Common Issues


CRM Integration is our custom solution to integrate your Star2Star communications capabilities with your CRM of choice. Salesforce is the only supported CRM at this time, but we will be expanding support for other CRMs in the future.

If you are trying to install the Notifications App that supports CRM Integration, please download the latest version here:

General Overview

CRM Integration consists of two different functions:

  1. Screen Pop: An interactive caller ID that sources data from your CRM and allows you to quickly jump to a CRM record from your desktop during a call.
  2. Call Activity Logging: A service that automatically logs call details into your CRM as call activity occurs.

CRM Integration has two kinds of users:

  1. Administrators: These users set up and configure CRM Integration for all end users of the customer.
  2. End Users: These users utilize Screen Pop on their computers during their day-to-day activities.

Administrators

To access the configuration portal, please follow the URL you were sent during the welcome email and sign in with your Star2Star Portal credentials.

Connect CRM to Star2Star

Your CRM must be connected to Star2Star’s CRM Integration service in order for CRM Integration to work. To do this:

  1. In the Select Connection section, click the “Add a New Connection” button.
  2. In the portal that launched, click the Choose Provider dropdown and select your CRM of choice. Click the Next button.
  3. In the Policy section, click the Choose Policy dropdown and select your CRM environment of choice. Click the Create button.
    • Some CRMs, such as Salesforce, provide access to multiple environments so that CRM developers can test changes without affecting day-to-day business. If you would like to connect a testing environment, you can do so here.
  4. When your CRM asks you to grant access to Star2Star’s CRM Integration service, allow us this access.

You can revisit this section at any time to add a new CRM profile. You can add as many profiles as you’d like, but only one can be active at any given time.

Set Up Call Activity Logging

Call Activity Logging is enabled or disabled via the checkbox in this section:

  • If the box is checked, call logging will be enabled for the entire organization.
  • If it is unchecked, call logging will be disabled for the entire organization. Screen Pops will still appear if call logging is disabled.

Configure Screen Pop

You can configure Screen Pop by changing the following options:

  • Call Matching Search: This allows you to select which CRM object will be searched against to find matches during incoming and outgoing calls.
  • CRM Object URLs: This is where you’ll put the formulaic URL your CRM uses for opening and creating new objects. Where the CRM inserts a unique ID, please insert the text.
    • For example, if your URL is normally example.com/crm/12345, please type the URL as example.com/crm/
    • It is required that you fill out this field in order for Screen Pop to function.
  • Incoming Calls: This is where you’ll configure how Screen Pop behaves for incoming calls.
    • On Answer / On Ring: If you select On Answer, screen pops will not appear until the end user answers the call. If you select On Ring, screen pops will appear as soon as the end user’s phone starts ringing.
    • Dismiss after ringing stops if the call is not answered: If this option is enabled, screen pop notifications will automatically close themselves if the end user didn’t answer the call.
      • In a calling environment where multiple phones ring on an incoming call, this option is useful to prevent non-relevant notifications from appearing for end users who didn’t answer a particular call.
  • Outgoing Calls: This is where you’ll configure how Screen Pop behaves for outgoing calls.
    • On Dial / On Connect: If you select On Dial, screen pops will appear as soon as an end user completes a dial-out and the phone starts ringing. If you select On Connect, screen pops will not appear until the other party answers the call.
    • Close in 60 seconds after call if user takes no action: If this option is enabled, screen pop notifications will automatically close themselves 60 seconds after a call is over if the user never clicked an option on that notification.

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Saving Changes

When you make any changes in the admin area, you must save your changes for your selections to become active. If you do not save your changes, then they will not be applied.

End Users

Installing Notifications App

In order to use Screen Pop, you must have the Notifications app installed and running on your machine. Please download and install the latest version here:

When the app prompts you to sign in, please do so with your Star2Star Portal credentials.

Interacting with Screen Pops

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When an incoming or outgoing call meets the requirements set by your administrator, a screen pop notification will appear. There are three actions you can take with a screen pop notification:

  1. Click the Create New Contact button to launch your CRM’s add new contact page in the browser.
  2. If matching records were found, click a record to open that contact’s page directly in the CRM.
  3. Click the close button in the upper-right corner to permanently dismiss the notification.

How Call Activity Logging Works

If call logging has been enabled by your administrator, your calls will automatically be logged to Salesforce 5 minutes after the call is over. If you have already added a call record to the CRM itself with notes, we will not create a duplicate. Instead, we will just append additional information like the call direction and duration to your existing record.

Call logging behaves differently depending on how many matching records were detected in the CRM for the target phone number:

  • If only one matching record is found in the CRM, we will log the call automatically.
  • If no matching records are found in the CRM, we will not log the call automatically. This prevents orphaned records from being created in the CRM. If you create a new contact for this number in the CRM, future calls will be logged automatically.
  • If multiple matching records are found in the CRM, we will not log the call automatically. However, if you click a matching record on that call’s screen pop notification, we will log the call automatically for the contact you selected.

Common Issues

I would like to turn off screen pop notifications.

You can turn off all notifications by closing the Notifications app on your computer.

My screen pop notifications are appearing very small or large on my desktop.

The zoom level setting of your OS may be causing the notifications to appear too large or small. To adjust this, see here for Windows instructions and here for Mac instructions.

My links are opening in a different browser than I’d like.

We open links in the default browser you have selected for your OS. To adjust this, see here for Windows instructions and here for Mac instructions.

I don't see call logs on a contact's page 5 minutes after the call is over.

The CRM might be caching an older version of the page to improve page loading times. Try refreshing the web page. If that doesn't work, try pressing Shift + F5.

For Salesforce customers, which versions of Salesforce are supported?

Any version of Salesforce that includes API access is compatible with our service. Please see their pricing page for more context. In short, the four versions are:

  • Essentials (not supported)
  • Professional (not supported by default, but an additional add-on from Salesforce is available to enable API access)
  • Enterprise (supported)
  • Unlimited (supported)
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Technical Support

If you have any technical questions or need to get in touch with Tech Support, please email us at support@star2star.com to open a ticket.

Customers With Disabilities

Star2Star values its customers with disabilities. If you are in need of assistance with a Star2Star service or feature, please email Support@star2star.com.

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