THIS IS FOR ZOIPER CLASSIC, TO USE ZOIPER BIZ FOLLOW THE STEPS HERE.

Step 1: Install - Zoiper and FIVE CRM CTI Suite

Step 2: Outbound calling - System Configuration

Step 3: TROUBLESHOOTING Outbound Calling - System Configuration

Step 4: Outbound Calling - Configuring Zoiper for Outbound

Step 5: Inbound Calling - Configuring the FIVE CRM Inbound Call Program

Step 6: Inbound Calling - Configuring the System

Step 7: Inbound Calling - Configuring Zoiper

What You Will Need

In order to integrate the system with Zoiper you will need the following systems/software:

Step 1: Install - Zoiper and FIVE CRM CTI Suite

Step 2: Outbound Calling - System Configuration

The first part of this guide will look at configuring the system for outbound connection to Zoiper. The following must be done for each user and database area:

1. First log into the system as a user with an access level of 100 (administrator).

2. Once you have logged in select the menu option, Setup > Users > User Profiles.

3. You will be taken to the following screen:

4. Select the user profile that you want to configure dialing for, and you will be taken into their profile options.

5. From this menu select the “permissions” tab:

6. Inside the tab you will see an option to configure the dialing method:

7. Clicking on this will bring you to the configuration options menu.

a). In the Dialing Method drop down select: URL Scheme

b). In the Dial text box enter the command: tel:*telephone

c). In the Hangup text box enter the command: zoiper://hangup=all

8. Click save. Repeat for all other users that will require outbound calling functionality.

There should be no further set up necessary within the system.

Step 3: TROUBLESHOOTING Outbound calling - System Configuration

There are several things outside of the system’s control that may prevent outbound calling functioning correctly. Here are a list of common problems.

1. Using Internet Explorer - IE is not a stable platform to execute calling campaigns. You should consider using Google Chrome or Firefox.

2. Google Chrome is not up to date - CTI integration is only supported on the latest versions of Google Chrome.

3. I’ve got the latest version of Chrome but I still can’t dial - Chrome’s security is blocking dialing. Just click on the shield present in the address bar and enable the extension. You should only need to do this once.

4. I’m using Firefox and when I click dial it asks me to select a default program this is completely normal - select zoiper.exe. Before finish select “remember my selection option”. You will need to do this for hang-up to.

5. I’ve done all of this, but when I click dial nothing happens - try reinstalling Zoiper. If that fails we recommend calling our Customer Success Support team.

Please find the solution below. Although be aware that doing this incorrectly can cause problems for your Computer:

i) In Windows 7 and Windows 10 click “start” and then in the search bar type “regedit” and hit enter immediately. In Windows 8 swipe right and down to open the “charms bar” (or windows-key + c) - select search and type in “regedit”.

ii) From the HKEY_CLASSES_ROOT, find the Zoiper subfolder and then open all the folders down the following tree - zoiper\\\\shell\\\command

iii) In this directory right click on the registry entry and select “modify”.

iv) Check to see the entry says C:\Program Files (x86)\attractel\zoiper\zoiper.exe dial_string="%1"

v) Your install path may vary, so you will need to check that it is correct.

Step 4: Outbound Calling - Configuring Zoiper for outbound

4. Finally go to the “automation/integration” option in the menu hyperlinks.

Make sure that all check-boxes are ticked.

This should complete the installation and configuration of Zoiper. To test the connection try dialing a number. If the number rings your SIP account is connected correctly.

When you next access or re-load the CRM, click-to-dial and auto-dial will now be functional.

To troubleshoot Zoiper please refer to your softphone supplier

Step 5: Inbound Calling - Configuring the system Inbound Call program

To do this open the following program

The program looks like this:

Fill in the FIVE CRM URL and the Hash.

To get the FIVE CRM URL go to your FIVE CRM instance and right click anywhere in the active window and select “this frame” and then “show only this frame”. The process will vary between browsers. For help call Customer Success Support.

The address bar will reveal the full URL. Which will look like this: https://europe4.fivecrm.com/687729/index.php

Delete everything after the identifying numbers e.g. https://europe4.fivecrm.com/687729/

Then enter the address into the “FIVE CRM URL” field.

Next you will need to fill in the “Hash” - this is the unique number that identifies the user.

Within the system open the menu option, Setup > Users > User Profiles.

Select the users that you wish to link Zoiper to. In their setup at the top of the screen you will see the user hash:

Enter the information into the field.

You will also need to select the Browser you are using with your FIVE CRM System.

You can choose to remove and/or add a prefix if you need to using the fields provided.

Note: This can be used for removing Country Codes from Incoming numbers if these are not stored in your system)

Make sure the program is closed. Zoiper will call the program when needed, if it is already running it may prevent screen pop.

Step 6: Inbound Calling - Configuring the System

You will need to make a decision on how you would like the system to manage your inbound calling. The most basic option is that the system will search for the incoming number and pop the corresponding account.

If you wish to use a DNID to restrict incoming numbers to particular database areas you will need to configure the below by placing the correct DNID in each database areas.

In both scenarios you should make sure that the database area has a DNID in it - you can just make up a number if you don’t have one.

To do this - go to the menu option, Setup > Database Areas and select the database area that you would like to set up the inbound functionality for.

Inside the database area configuration, go to Dialling and Call Recording and enter the DNID into the “incoming number field”.

NB:// this does not need to be the incoming number it can be any number you want providing that it matches the DNID setup in Zoiper

Step 7: Inbound Calling - Configuring Zoiper

This part of the guide will explain the configuration of Zoiper to enable inbound screen pop.

1. Go into Zoiper’s settings and select call events from the list.

2. The menu looks like this:

3. Un-check the “show phone on incoming call” and the “popup menu on incoming call options”. Doing this ensures the integration process is smooth.

4. In the “open URL on” drop-down select the parameter “incoming call”.

5. In the URL field you will need to enter a command. In order to do this you will need to find the FIVE CRM Agent you installed earlier. If it is in the “program files” folder move it to the root - to do this right click and cut the FIVE CRM folder, click on the c:\ drive and paste it there. In the URL field in Zoiper [above] the first part of the command should point to the program FIVECRMIncomingCall:

c:\fivecrm\fivecrmIncomingCall.exe "&cli=$(CALLERNUMBER)&dnis=$(CALLERNAME)”

6. Click apply and exit the menu

7. Please make sure that Zoiper is not running in the system tray and is instead minimized.

You have now done everything required to integrate Zoiper with your CRM system.