1. 2. Database Integration “CRM Extensions” by ilink
This software helps Panasonic Communication Assistant to integrate with CRM database. This software is useful for call center client to display customer information automatically.

2. 2-1. CRM Extensions by ilink
Introduction When extension user receives an incoming call, caller information such as name can be displayed on PC using Panasonic CA software based on contact list (phone book) of MS outlook. If “iLink CRM Extensions” is installed on Panasonic CA, other CRM application is also available including web phone book on internet.
Telephone Company
Dial
Office
LAN
Ring Ring
Customer
EXT
EXT

3. 2-2. CRM Extensions by ilink
Technical Diagram - Receiving Calls
CRM database
Web phone book
Telephone Company
Telephone Company
This I/F from CA can be opened for other software vender. PC PC
CA by Panasonic
CA by Panasonic
CRM Extensions by ilink
CRM Extensions by ilink
Susan White
Susan White
CRM Database
Mike Green
Susan White :
Internet
Web Phone Book
Mike Green
Susan White :
CRM database on server (not only in same PC) is also available.

4. 2-3. CRM Extensions by ilink
Specifications – Receiving Calls (CRM Application) Not only (1) caller information in window of “ilink CRM Extensions” but also
(2) Window of CRM application database for the caller can be displayed.
(1) Window of “ilink CRM Extensions”
List of supported CRM application
(2) Window of CRM application
Lotus Notes MS Access and so on by ODBC I/F
*) “Open Contact” is not available for ODBC.

5. 2-4. CRM Extensions by ilink
Specifications – Receiving Calls (Web Phone Book) Caller information can be displayed on window of “iLink CRM Extensions” based on web phone book on internet.
List of supported web phone book

6. 2-5. CRM Extensions by ilink
Specifications – Making Calls Making a call is also available using CRM Application. 3 types of operation are supported.
I/F to CA can be opened for other software vender.
Clipboard Dial Copy phone number on other application and select “Call” Right Click This feature is same as Panasonic CA.
Hotkey Dial Select phone number on other application and press hot key This feature is same as Panasonic CA.
Drag & Drop Dial Select phone number. Drag and drop to iLink icon Available for MS Outlook, MS Word and so on
Other Application
Space, -, (, ) + and so on should not be included as phone number.
They can be included for same feature of CA.

7. 2-6. CRM Extensions by ilink
Conditions Supported language is English and German. If OS is German, German is displayed. If OS is not German, English is displayed. “Phone and Modem” in control panel of windows has to be assigned correctly for web phone book.

8. 2-7. CRM Extensions by ilink
Installation (CA) CRM Integration has to be enabled by options.
CA version has to be version 4 or later. CA mode should be Pro, Supervisor or Operator Console. (Not Basic). Dial modification table of CA is applied to making a call from ilink also.

9. 2-8. CRM Extensions by ilink
Installation (ilink CRM Extensions)
Step 1) Install software CA has to be closed.
Step 3) Select database to link for incoming call.
Step 2) Select “Setting” by right click.
Step 4) Restart PC. “Panasonic CA” and “ilink CRM Extensions” starts automatically.

10. 2-9. CRM Extensions by ilink
Programming Hint for Demonstration using MS Access 1/3
H.323 loopback is useful to make caller ID as you hope.
LAN Hub
Dial 0/
Ext
Ext
Ext (as Customer)

11. 2-10. CRM Extensions by ilink
Programming Hint for Demonstration using MS Access 2/3

12. 2-11. CRM Extensions by ilink
Programming Hint for Demonstration using MS Access 3/3
SELECT name, company, section, zipcode, address,
FROM Phonebook
WHERE (phonenumber = '<NUMBER>')
Copy above text.
Access database for this example is provided by for your demo.

13. 2-12. CRM Extensions by ilink
Contact
Contact above for followings and so on. - get latest software and manual. - buy software license. - report software trouble. - request feature improvement. Contact POLTYS INC in USA and Canada. POLTYS INC is distributer of ilink Kommunikationssysteme GmbH in USA and Canada.