This page will guide you through configuration and basic use of the Level365 CRM Connect Desk.com Add-in. It is expected that you are already familiar with the Address Book, Call History and Preview window, and the basic concepts of integration and screen popping using the Add-ins.
Desk.com and the database used to store your contact data should already be installed and working normally before proceeding with this integration.
Level365 CRM Connect must also be installed already with the initial configuration completed.
Information You'll Need
- Desk.com URL, username and password
Configuration
Right-click the Level365 CRM Connect tray icon in the system tray menu and then left-click the Configuration option from the menu that pops up, this will open the 'Configuration' screen. In the 'Integration' area, click the Add new button, select Desk.com from the 'Type' dropdown box and then click the Set button.
On the 'Configuration' group, enter your Desk.com account login information.
In the 'URL' text box, you need to enter the unique web address you go to access your Desk.com account online. For example, if your Desk.com login URL is 'https://nonamegiven.desk.com/home' then you only need enter the text 'https://nonamegiven.desk.com' i.e. '/home' has been omitted. Failure to do this means you are unable to screen pop in Next Gen Mode.
For screen popping, by default the screen pop will pop to the 'Next Gen Agent' interface. If you require screen popping to use the 'Classic Agent' interface, please click the tick box for 'Classic Agent' on the Desk.com configuration screen.
The method of integration we use for Desk.com is to periodically (daily/hourly) 'cache' the contact data which would then be available to identify the caller. This 'cached' contact data is used to identify callers therefore would not be 'live' data
For international numbers stored in Desk.com, please ensure that any international numbers are stored with the zero format rather than using the '+' format.
Click the Save button to store the information you've entered and apply the configuration.
Testing
To test if the configuration worked, enter a phone number from your Desk.com account into the 'Telephone' box in the 'Integration test' area and click the Search button. The results will be displayed after a few seconds.
If the test does not work, go to the 'Log' page of configuration and see if there are any errors in the log.
