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SOHO CRM: Customer Information & Call Control Application

SOHO CRM is a PC-based application for managing customer information and controlling calls. Features synchronization with phonebook, Outlook integration, and call statistics charts.

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SOHO CRM: Customer Information & Call Control Application

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  1. Samsung Electronics. Co. Ltd Network Division Internet Infra Team

  2. SOHO CRM Overview 01 Configuration Diagram 02 Characteristics 03 Major Functions 04 Detail Functions 05 TABLE OF CONTENTS

  3. SOHO CRM Overview 01

  4. SOHO CRM is a PC-based application that provides Customer information management & Call Control SOHO CRM allows users to control base station or mobile station from their PC Synchronization with phonebook Outlook add-in and Outlook popup Call Statistics Chart/Graph SOHO CRM Overview

  5. 02 Configuration Diagram

  6. Configuration Diagram ISDN/ PSTN Mobile Stations • WAN Internet SOHO CRM Base Station

  7. 03 Characteristics

  8. CID Based Customer Information Management Phonebook Data Exchange • Synchronization with the phonebook data of Base Station or Mobile Station Computer Telephony Integration •Call Control / Phone Setup Real time Station status display Exchange with Outlook •Outlook toolbar add-on (CTI), Outlook popup (incoming) •Outlook data exchange Configurable customer information screen Characteristics

  9. System Specification • OfficeServ SOHO • WIP 5000M Software Running Environment • OS : Windows2000 (SP4), Windows XP • CPU : Pentium III 600 MHz or higher • Memory : 256MB or higher • HDD : At least 10 MB free space Product Specification

  10. 04 Major Function

  11. Making/Receiving Calls • • Making/Receiving External Calls, Making/Receiving Internal Calls • Caller ID Display Functions during the call connection • Call Hold/Release, Call Transfer, Mute, Conference Convenient Features • Call Pickup, Busy Lamp Fields, SMS Send/Receive, Call Control from outlook Toolbar Function Settings Phone Book Management • Call Forward Setting •DND Setting • • Phone Book Synchronization with OS SOHO & WIP-5000M • •Phone Book Back up & Restore from/to the OS SOHO & WIP-5000M • Phone Book Synchronization with Outlook & Excel Major Function – Call Management

  12. Designable Customer information Data format • Users can define Customer information Screen labels and data type Advanced Search • Customer information, Call log Call Log management Statistic View • Call / SMS log management • Call Statistics display Import/Export •Outlook / Excel data exchange Major Function-Data Management

  13. 05 Detail Functions

  14. Click the SOHO CRM icon in the Windows desktop • In Toolbar window, users can use Menu Buttons and Call Control Buttons • Menu Buttons • - Dialpad, Phonebook, Call Log, SMS, Config • 4. Call Control Buttons • - Answer/Redial, Dial, Hang up, Recall, Conference, Mute Main Toolbar

  15. 1. Control Base Station by PC Dial Pad 2. Station Status View (BLF). Dialpad – Base & Mobile station

  16. Customer list are displayed by group • Simple customer information displayed by clicking customer name • Users can search customer by name • Users can search customer by advanced search • Users can send SMS message by right-clicking the customer name • 6. Users can make SMS recipient list by drag & drop Phonebook

  17. Changeable field labels • Users can change field attribute • - up to 50 fields • Editable Category • - up to 5 Categroy Customer information

  18. This function provides a daily / weekly call / SMS history of the customer • 2. Click the Call History icon to open • the Call History window. • 3. Information such as phone number, • start time, call send/receive type, • and call duration are displayed. • 4. From the call history data, users • can check Call note on a • previous call. Call History/Message Box

  19. Double click the Call Log to display the Call Note window recorded in calling. • 2. Users can write call note Call Note

  20. If a call is received, the phone rings, Calling notification window comes up on the bottom of window desktop • Click the window to answer the call • Users can select whether brief customer information window appear. Screen popup

  21. Enter the message to the message field • Enter the phone number of the recipient and click [Add] • Users can add recipient by drag & drop from phonebook window • Click the [Send] button SMS

  22. Enter the IP address of Base station • Select the phone number to interface with CRM • Click [Connect], Password check window will display. • 4. Enter the PIN code to connect the station Configuration-CTI Setup

  23. This function can be performed in connection with base station • Users can change the forward setting and DND setting Configuration-Phone Setup

  24. Exchanging data with base station or mobile station • Exchanging data with Microsoft Outlook • Exchanging data with Microsoft Excel Configuration-Data Exchange

  25. Configurable items are categorized as tabs • Different data items are displayed for each tab • Users can define field labels and attributes for customer information Configuration-Field Setting

  26. Users can configure running environment Configuration-Additional

  27. Thank You! Thank You! Thank You!

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