Contact Management #
Each directory configured on the system has its own permissions and custom fields which can be tailored for specific uses. Each directory also has a set of fixed fields (like telephone numbers and name) which are used within the system for specific purposes.
Settings #
| Property | Description |
|---|---|
| Name | A friendly name to the directory will be know by within clients. |
| Description | A more detailed name which is only visible on the directories configuration area. |
| Source Type | Settings to define whether the contacts will be manually added or imported from a file. |
| Global access to all users | Controls who has access to directory contacts. |
| Allow users to add, edit & remove contacts | Controls who has access to manage contacts. |
Access Permissions #
If the 'Global access to all users' setting is disabled, access to the directory can be granted on a user-by-user basis from the 'Users' tab.
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If the 'Global access to all users' setting is disabled, the 'Allow users to add, edit & remove contacts' setting will automatically be disabled because this level of access will need to be assigned on a user-by-user basis.
Fields #
Primary Fields #
These fields have fixed descriptions which cannot be changed. These fields have specific uses throughout ~.Dimensions.~ and should be populated where possible.
| Property | Description / Usage | Required Field |
|---|---|---|
| Title | Contact title (Mr, Mrs, Dr etc.) | |
| Full Name | Full name for the contact. This is used in reports and ~.UcClient.~ clients to help users identify callers. | ✔ |
| Company Name | The name of the company the contact works for. | |
| Job Title | The contact position with the company. | |
| Email Address | A contact email address for the contact. | |
| CRM ID | A unique CRM reference for the contact. This is a required field when importing data, it is used to uniquely identify the contact when importing updated files. This field is also used if the screen pop URL is populated. | ✔ |
| Avatar | A photo of the contact. This will be displayed on ~.UcClient.~ clients if provided. Photos should be provided in Base64 format. |
Telephone Fields #
Each directory can contain up to 4 telephone number fields per contact. These fields are initially number 1 to 4, but can be renamed as required.
At least one telephone field needs to be populated for each contact imported.
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Telephone number fields are used when performing contact matching or when dialing from ~.UcClient.~ clients. Contact telephone number fields are not stored historically against call log records.
Additional Fields #
Each directory can store up to an additional 10 fields per contact. The labels of the fields can be updated as required and each directory can have a different label for additional fields.
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In call reported, the additional fields are referred to as Contact Tag Fields, this is due to the fact they can be named differently within each directory.
Screen Popping #
If the contact information has been imported from a web-based CRM, it may be possible to provide ~.UcClient.~ users with a screen-pop link when they are on a call to a directory contact.
When the screen-pop link is populated for a directory, the specific details of the contact will be added to the link at runtime, allowing the user to gain quick access to the contact's CRM record without having to search.
Placeholders #
The table below outlines the placeholder values which can be used to populate the URL with contact specific information at runtime. In most cases, the CRM ID will be need to be added to the URL in order to successfully pop the contact record.
| Property | Placeholder Text |
|---|---|
| Title | {Title} |
| Full Name | {Full Name} |
| Company Name | {Company Name} |
| Job Title | {Job Title} |
| Email Address | {Email Address} |
| CRM ID | {CRM ID} |
| Field 1 | {Field 1} |
| Field 2 | {Field 2} |
| Field 3 | {Field 3} |
| Field 4 | {Field 4} |
| Field 5 | {Field 5} |
| Field 6 | {Field 6} |
| Field 7 | {Field 7} |
| Field 8 | {Field 8} |
| Field 9 | {Field 9} |
| Field 10 | {Field 10} |
If for example the screen pop URL was configured with <https://crmurl.com?recordid={CRM ID}>. When speaking to a contact with a CRM ID of 3025, the URL would be updated to <https://crmurl.com?recordid=3025> for the user to request from their default browser.
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~.UcClient.~ will invoke the URL on the user's default web browser. For the screen pop to work correctly, the user may have to log into the CRM first if they do not have it open already.
Example Screen Pop URLs #
The table below provides some guidance for commonly used CRMs.
| CRM | Screen Pop URL | Notes |
|---|---|---|
| Dynamics 365 | <https://dynamics.com/main.aspx?appid=8c3849a1-1921-ec11-b6e6-000d3ade68c7&pagetype=entityrecord&etn={Field 1}&id={CRM ID}> |
Replace 'dynamics.com' with you specific URL for accessing Dynamics. Replace the 'appid' GUID in the URL with the specific GUID for the App you wish to the access the record from (e.g. Sales Hub). To pop different object types, import the type into field 1 (Lead, Account, Contact etc) |
| Salesforce.com | <https://salesforce.com/lightning/r/{Field 1}/{CRM ID}/view> |
Replace 'Salesforce.com' with you specific URL for accessing Salesforce. To pop different object types, import the type into field 1 (Lead, Account, Contact etc) |