TriSys CallFusion Telephony Integration

 

During Q1 2007 integration with CallFusion was added to TriSys V7.

 

CallFusion provide a telephony solution that allows you to record your calls without changing your provider etc. The way that they achieve this is by using a call back service. The diagram below shows an overview of how a TriSys user would make an outgoing call to a customer using CallFusion.

 

 

CallFusion record the call and it is then available for playback via their web site.

 

At present only outgoing calls are supported via TriSys. In future we intend to extend this to support incoming calls.

 

Configuring a CallFusion Account

 

In order to use CallFusion you will have to contact them and set up an account. When doing this you need to keep the following information for each user:

 

A list of telephone numbers the user can be called back on. This would normally be the direct dial number to their desk, and possibly their mobile. If the user works in multiple locations as many numbers as required can be specified.

 

The users Work Email address from TriSys:

 

 

 

 

 

 

Configuring TriSys

 

TriSys uses the user contacts work email address as the CallFusion account identifier. In addition to this a single system setting must be added and this must be set to the CallFusion company password (When you set up an account with CallFusion you will be provided with a company password):

 

 

In addition to this there is a new server side utility that allows the call recordings to be downloaded and stored locally, rather than on CallFusion’s servers. This component is optional, if it is not running the files will simply be left on CallFusion’s web servers.

 

If you would like to download the files so that they are held locally follow these steps:

 

1)      Install the utility onto a server. It should be left running on the console. The account it runs under must have write access to the TriSys shared directory.

 

 

2)      Click Add and enter the details required to carry out the sync. These should all be fairly self explanatory:

a.       The name is a user friendly name used to identify this database.

b.       The root dir should specify the directory the files are to be downloaded to. This should be within the TriSys share and named “Telephone Calls”.

c.       The root replacement should be based upon the end users mapped drives. So in a normal install this would be “G:\Telephone Calls”. When the database is updated the path will be set based upon this field. For example a call downloaded to \\MyServer\TriSysShare\Telephone Calls\2007-04\01\MyCall.Wav will be held in the database as “G:\Telephone Calls\2007-04\01\MyCall.Wav”.

 

 

3)      The SQL Server settings should be set to specify the SQL Server database that TriSys uses.

 

 

4)      Once you have specified these settings click OK. The utility will validate your entries. Provided they are OK you will be taken back to the main form. Click settings and specify how frequently you want the utility to carry out downloads. Also ensure the “Start Timer On Start Up” field is checked. This causes the utility to automatically start the download timer when it starts. Click OK to accept these settings.

 

 

Making a CallFusion Call Using TriSys

 

Once the CallFusion account has been set up and TriSys has been configured you can make a call by carrying out the following steps:

 

1)      Open the relevant contacts record and press the telephone button next to the relevant number:

 

 

 

2)      You will be presented with a dialog that allows you to select the number you would like to be called back on (in this screenshot there is only one). Once you are happy with the number hit return or click the “Place Call” button:

 

 

3)       Within a few seconds your phone will ring. Pick it up and follow the instructions. If the call goes through make the appropriate notes in the dialog as shown below and then click the “Save Call” button. If the call does not go through (IE the number is engaged etc) click the cancel button.

 

 

 

 

4)      If you now look at the contacts note histories you will see a new record for the call containing the notes specified in the dialog.

 

 

 

 

5)      The recording of the phone call is also available as an attachment which can be opened by right clicking the note history and choosing “Open Attachment”.