Engage Voice
Installing and setting up an Engage CRM integration

For a PDF download of the Engage CRM integration Admin Guide, click here.

Before you can connect your Customer Relationship Management (CRM) to the Engage CRM integration portal, you need to have access to the integration feature. This means requesting the Engage CRM integration feature with your CSM. Once your request has been approved, you’ll receive a confirmation email with a link to the Engage CRM integration portal, where you’ll change your password and go through the onboarding wizard. 
 
Keep in mind that depending on your CRM, you could either have an embedded UI where Engage is directly embedded in your CRM, or a Chrome extension where Engage is installed as such.

Integrating a CRM to Engage via the onboarding wizard

After you’ve configured your CRM, you can now go through the onboarding wizard. Remember that you can only go through the wizard once through your initial onboarding. If it’s your first time accessing the Engage CRM integration portal, you’ll be asked to set up your password. 
 
The onboarding wizard has four pages that you need to configure. Follow the steps below to integrate your CRM with Engage.

Organization page

The first page is the organization page. To set up the configuration on this page, follow these steps:
1. Under Organization credentials, check your company name and who is listed as Owner. Owner should be the primary admin.
2. Click Save and Continue.
3. Select your environment.
4. Click Continue.
5. Click Begin Test.
6. You will be redirected to a testing site. Enter your credentials to log in.
7. In the Access Request prompt, click Authorize.
8. After the successful testing, click Continue at the bottom right.

Phone Systems page

The second page is the Phone Systems page. Here you will connect your Engage Voice account or your phone system, as well as your CRM to the Engage CRM integration. Follow these steps:
1. Select your environment under the Select Your Environment dropdown menu.
2. Click Continue at the bottom right.
3. Review your credentials and click Begin Test at the bottom right. You will be redirected to the Engage Voice login site.
4. Enter your CRM credentials for authorization. You will be redirected back to the Engage CRM platform.
5. Select your CRM.
6. Click Continue.
7. Review your credentials and click on Test Connection at the bottom right.
8. Enter your CRM credentials for authentication.
9. Click Continue after you’ve been authenticated and redirected back to the Engage CRM platform.
Please note that your CRM credentials configuration options will depend on your CRM.

CRM Page

The third page is the CRM page where you will synch your users. Follow these steps:
1. Select your CRM under Select your source(s) to begin synching users.
2. Click on Sync at the bottom right.
3. In the modal window prompt, click Continue.

Users page

Lastly, the fourth page is the Users page where you will see in real-time your CRM synchronizing with the Engage CRM integration. Depending on the number of users, this may take several minutes. If there’s an error with the synching, click on What happened? next to the item with an error, and a modal window with details of the error will popup. 
 
Click Sync Again in the bottom right to sync again; otherwise, click on Finish Setup at the upper right. 
 
You may also see an option that reads ‘I have either configured the Sync users filtering feature or it isn’t required for my organization.’ Select the checkbox if it applies to you, then click on Continue. Either way, when successful, you will be redirected to the customer admin dashboard. 
 
After you’ve gone through the onboarding wizard, you may proceed to Configuring Agent Status and Configuring Advanced Workflow for ANI screen pop to finish your installation or read Integrating a CRM to Engage via the Engage CRM integration portal if you were unable to go through the wizard.

Integrating a CRM to Engage via the Engage CRM integration portal

If the onboarding wizard is unavailable to you, you can still establish the initial connection from the Engage portal to your CRM. Follow these steps to do so:
1. Go to engage.tenfold.com and log in using your credentials.
2. Select Company settings in the top navigation bar.
3. Select CRM in the sub-navigation bar that will appear under the top nav bar.
4. Select your CRM listed under the first dropdown menu.
5. Enter your CRM specific settings in the fields that follow.
6. Click Save.
Depending on your CRM, the settings you must configure will also change. Different CRMs have different authentication settings. Go to your CRM’s respective setting up article to learn more. 
 
Upon clicking save, if the information provided is correct, Engage CRM integration will test the connection and present a success message.
 
After following the steps above, proceed to Configuring Agent Status and then to Configuring Advanced Workflow for ANI screen pop to finish your installation.

Configuring Agent Status

After you’ve connected both your phone system and your CRM to the Engage CRM integration portal, you will be redirected to the admin dashboard. Here, you will have to configure features relevant to your organization. The options and fields may vary depending on your selected features.
 
Regardless of the features you want to customize, you will have to enable Agent Status. To proceed, follow these steps:
1. Select Features in the top navigation bar.
2. Select Agent Status in the sidebar.
3. Locate the Status Mapping auto-provisioning setting under the Settings section.
4. Check the Enabled checkbox.
5. Click Save at the far right of the Status Mapping auto-provisioning setting.

Configuring Advanced Workflow for ANI screen pop

Engage CRM integration allows your CRM to automatically screen pop any contact when the ANI or caller matches records. Contacts, leads, and accounts all have the same advanced workflow configuration. We are going to use the Advanced Workflow ‘onCall’ trigger to screen pop caller-to-record matches. Follow the steps below.
1. Select Features in the top navigation bar.
2. Select Advanced Workflow in the sidebar to go to its configuration settings page.
3. Click on the red Disable button in the upper right corner to enable Advanced Workflow.
4. Click on the Manage Workflows button to go to the Advanced Workflow page.
5. Click on the Create New Workflow button at the right hand side of the page to open the Create Workflow Trigger page. 
6. Select the teams you want included in this workflow from the Teams dropdown.
7. Select the roles you want included in this workflow from the Roles dropdown.
8. Copy the value for ‘id’ in the JSON editor in the center of the page.
9. Replace the code in the JSON editor with the code below. 
  • 
{
  "type": "onCall",
  "match": "singleMatch",
  "action": {
    "type": "openMatchingRecord"
  },
  "callDirection": "Inbound",
  "roles": [
    "admin",
    "user"
  ],
  "label": "Open Matched Call in CRM",
  "id": "YOUR ORIGINAL ID VALUE",
  "_teams": []
}
 
  • Replace “YOUR ORIGINAL ID VALUE” with the value you copied in step 8. Please note that 
   the value should be inside quotation marks.
10. Click Save in the upper left corner.
Create Workflow Trigger page
Please note that you need to configure your CRM so that you can use the Engage CRM integration app. Read more about setting up your specific CRM by clicking on these links:

Installing the Engage CRM Chrome extension

Instead of an embedded UI, some CRMs will use the Chrome extension. Functionality will be the same, but the CRM integration app will be a floating Chrome extension. To install the extension, follow these steps:
1. Download the Chrome extension zip file, to be provided by professional services.
2. Unpack the zip file in its own folder.
3. In your Google Chrome browser, click on the More icon at the upper right.
4. Navigate to More tools > Extensions and toggle Developer mode in the upper right corner.
5. Click the Load unpacked extension button.
6. Navigate and select the folder where you downloaded and unpacked the Chrome extension zip file.
7. Click on Select Folder/Select.
8. Once it appears in the Extensions page, toggle the switch at the bottom right of its tile to enable.
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