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Inbound and outbound calls will cause the Flexor Call Summary window to pop-up, in a location dictated by your configuration of Flexor. The contents of this window will vary based on the caller/call recipient, and whether this is an inbound or outbound call.
Various details about the call will be saved as a phone call activity record in your CRM system. These include the caller's number, the call duration, and any journal notes made during the call.
Call Summary Window, inbound call. Before the call has been answered. Multiple possible matches. You must select a matching record, or create a new record to display the Journal window.
Call Summary Window, outbound call. The call has been answered and is connected, a matching record has been selected.
Call Summary window, multiple possible matches, including information passed from IVR.
Call Summary Window, record selected, including information passed from IVR
Calls, both inbound and outbound, generate summary windows as shown. These windows have the following elements:
The Contents of Contact, Number, CalledID, CalledIDName and IVR information can be copied by right clicking on them.
The view active record button when
clicked will open the matched contact window for this
call in your CRM system, in your windows default browser. Clicking on
the full journal button
opens the CRM system call activity entry window. You can also configure
to automatically open the Contact or Journal window. Which windows will
automatically (contact, journal, both, or neither) will depend on the
have set in the options window available from the Flexor
OnScreen, Options, Call Summary, Operation
menu. If multiple records match they will be displayed in the Call
Summary window. Once you have answered the call and determined who
is calling, you can
select the correct contact from the list, or select "None of these" if
it is a new contact.
Double click on the correct item or Click the "tick icon" button in the
top right of the Call Summary window to confirm your choice. If you are
presented with multiple possible matches, if do not select a matching
record or create a new record to link the call to, Flexor will not know
which record you want the call logged against.
If the number does not match a contact in your CRM system, click on the create new button to create a new record. You can choose the type of record created, for instance Lead or Contact. Alternatively if it suits your business process, you can configure Flexor to automatically create the type of record using the "Default record type" drop down list under the Flexor OnScreen, Options, Call Summary, New Record menu.
The refresh associated record icon allows you to associate the call you are on with the record you have open in your browser when logged into your CRM system.
The Add to Favourites icon adds the
contact to the Flexor
The Create case icon will create a case in your CRM system against the matched record.
If an icon is greyed out it might not be available because your device does not support it or because the option is not available due to the stage of the call you are at.
If there are multiple possible matches displayed in the Call Summary window you must select a match either by double clicking on a match, or by selecting a match and clicking on the green tick button .
If the caller is not listed, click on the create new button. Once a match has been selected the Journal entry window will appear, or (depending on the settings under Flexor Call Summary configuration, Operation tab) the CRM journal screen will pop.
During a call (whether incoming or outgoing) there are several options to control the call which are made available depending on the state the call is in. The possible options are as follows:
Call control, active call.
The icon circled in the screen shot above allows you to send CRM records to another Flexor using via the chat feature.
The Select window (screen shot above) allows you to select which of your open browser windows you want to send to a colleague via Flexor Chat.
Camrivox is currently expanding its support for other languages. In the meantime, this web page can be accessed in other languages using Google's automated translation service below: