Our phone interface allows your customer service, sales or other staff to more effectively utilize your phone system with Synergy. 

This will enable the easier collection of information from phone calls into the Synergy database.  It will also allow users to quickly review previous conversations and discussion topics which may be brought up in this call.

At the present time, our interface only works with Avaya Phone systems.  We are looking to expand this interface with other systems, so please contact us with your desired phone system.  We will review your request and provide you with an estimate of the work that would be required.  

To begin, Resources log into their Avaya phone system. This informs the phone system the office and phone extension where the resource is located.

An auxiliary phone table is created using Exact’s SDK. This allows additional phone numbers to be used by the integration to identify incoming calls at the Account or Contact level.

When a call comes in, either the Account Card or Contact Card is pulled up in a "New" window. If the number is assigned to an Account, the Account Card will be shown; otherwise the Contact Card will be displayed. The appropriate Synergy screen-pop will appear on whatever client workstation the call is being received on, irregardless of whether the call comes in via a direct dial or transfer.

If the Caller's ID is not recognized by Synergy, the Synergy Account Search window will appear on the screen in a new window. If the Resource determines that this is an additional phone number for an account or contact to be saved, they will be able to use the standard Synergy search functionality to select the relationship for the number and store the number. If the Resource does not wish to store this number to an Account or Contact, they close the window.

A modify button “Phone #s” on the Account Card and Contact Card will be added to allow maintenance of these unlimited additional phone numbers. When clicking on this button, maintenance of adding, modifying or deleting a phone number will be allowed. To change any of the standard Synergy Account or Contact phone numbers or other numbers displayed on the cards, a Resource will use the “Edit” button. The auxiliary table will only be used for additional numbers that are not displayed.

When a Resource wishes to place an outside call to an Account or Contact, they would go to the appropriate card.  When a number is highlighted (via the hyperlink) and clicked, the phone number will be dialed.

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