This is a Windows application that interacts with the system to dial the phone and it can record calls.
The application is provided free of charge and can be downloaded as part of the FIVECRM tools by clicking here.
We recommend that if possible the installation directory is left as the default.
By default the application minimizes to the system tray, double click or right click to show the restore option.
You can use the
Menu in the Top Right to find the required settings you need.
Click here to see the Troubleshooting procedures.
Dialing Settings
All details are saved locally on your computer as you exit each field.
Connection method
The connection method setting needs to match the individual's Dialing Method in the system. The purpose is to tell the system how to send the dial commands to the Agent, and to tell the Agent how to expect to receive the commands. The functionality is the same for both connection methods, but due to the many security options in Windows it may be that one method is blocked but another will work. The preferred method is a URL Scheme but if that does not work try Direct/IP (one potential problem with this method is the communication being blocked by a firewall).
The System dialing method must be set up to communicate with the FIVE CRM Agent. The dialing method can be set by going to the menu option, User > Dialing Method when logged in as that user, or by editing the user profile of any user.
The dialing method for the FIVE CRM Agent should be set to the following:
In the system go to the menu option User > Dialing Method. Select the option for URL scheme in the dialing method.
In the Dial field enter: callprodial:dial?telephone=*telephone&rec=*rec&filename=*filename&area=*area
In the Hangup field enter: callprodial:hangup
IP Command
In the system go to the menu option User > Dialing Method. Select the option for IP Command in the dialing method.
In the Dial field enter: http://127.0.0.1:7777/?dial=*telephone&rec=*rec&filename=*filename&area=*area
In the Hangup field enter: http://127.0.0.1:7777/?hangup
Call recording
There are two methods of controlling call recording within the FIVE CRM Agent:
1. Use a splitter cable from the physical telephone and connected to the computer's microphone socket.
2. Use other software to do the actual recording (eg for VoIP calls where a splitter cable is not suitable) and use the FIVE CRM Agent to move the recording to another location.
To start recording you will need to click dial in the Account, this is the green telephone icon on the Account Details screen.
To stop recording click to hangup the call, this is a red cross icon on the Account Details screen. Recordings are not saved unless the Hangup button is clicked in the system.
The FIVE CRM Agent can automatically copy the recording to your local office server when it stops recording and then delete the temporary local file. When the "Log call" button is pressed on the Call result/Wrapup screen the system ties the recording to the history record - but only if the recordings folder is accessible externally on the internet.
When a recording is linked to a history record the system shows an icon which can be clicked to playback the recording. This is visible in both the Contact History in the page tabs on the Account Details screen, and also in the Call Diary screen.
Check the Record setting to show the recording options:
wav file retention The number of days that wav files will be kept in the local folder before being deleted automatically.
External recording file extension The file extension (eg wav) that the FIVE CRM Agent should look for if other software is doing the recording.
Local recording folder The location where the wav files will be stored initially.
Local server recording folder The location where files will be copied. If the zip option is turned on then it will be the zip file copied, otherwise it will be the original wav file.
Dialing method
Method | Description |
Direct to com port | Used for standard modems. The programme sends AT commands to dial and hangup the line. Options: •Enter the com port number the device is attached to. |
TAPI | This is the Windows interface to telephony devices and modems. It is the most common way to communicate with PBX telephone systems. It can also be used to connect to some VoIP systems. Use the Test button to check whether the programme can activate the line. Options: •Select the Device from the drop down list. If the device is not there it will need to be installed into Windows. •The TAPI mediamode can normally be left blank, but if that doesn't work try selecting either Datamodem or Interactive Voice. •If the device is a modem tick the box for Device is a modem. DO NOT have this option selected if the device is not a modem. |
Windows Phone Dialer | Included only for the convenience of testing. |
Skype | The Dial command is sent via Skype. See www.skype.com Skype must be installed on your computer and you must be registered to use SkypeOut, and have available credit. |
Vonage | This option has been disabled by Vonage themselves. |
IP commands | The Dial command is sent via IP commands.
This option is not usually used since IP command dialing can be set in the system directly. Options: •Enter the Dial Command, usually in the form: http://... •Enter the Hangup Command. •Enter your extension number.
Avaya OneX
Avaya OneX (not Avaya IP Office) needs a special setup. Enter the commands as below, also go to the page tab Avaya setup and complete those fields.
Enter the dial command:
Enter the hangup command:
|
x-lite | Download x-lite from https://fivecrm.com/downloads/X-Lite_Win32.exe |
NCH Softphone | Download from http://www.nch.com.au/ |
Zoiper Classic / Biz | Download from http://www.zoiper.com * Zoiper Classic / Biz are the preferred softphones for use with the ssytem. They are the only external softphones that can dial and hangup from within the system. In addition, they have call recording and also inbound screen-pop functionality.
** Zoiper Classic / Biz can be used without the FIVE CRM Agent. Full Instructions on using Zoiper Classic and Zoiper Biz can be found via the relevant links. |
Testing
There is functionality within the FIVE CRM Agent to display logs of calls. This function is usually used to troubleshoot any possible issues with the Agent.
To use this functionality:
On the Dialing Status page click the button Log / Test.
You may get a popup asking if you would like to collect additional Logs. you will need to select yes.
Enter a number in the Dial field. Click the Dial button.
Use the Hangup button to Hang up the current call.
This will then produce the logs which can be copy and pasted into an email to send in to Customer Success Support to identify what is causing the problem.
Incoming Call Settings TAPI
Click here for information on setting up the incoming screen-pop function.
FTP settings
The FTP settings can be used to send call recording files to an FTP server.
Avaya Setup
Note these options work with the Avaya X-one system only. Avaya IP Office uses standard TAPI connections. They are also unnecessary if using the Avaya Wipe-to-dial option.