CRM Connect for End Users

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The CRM Connect client integrates your service with a variety of business applications to provide a more effective and intuitive work environment for your team. You can use CRM Connect to easily manage key telephony features like do not disturb, call forwarding, and mobility settings.


CRM Connect works with the following applications:


Application Name & Version



1-2 Mobile Limited

ServiceMax / MobileMax

ACA Systems


The Access Group

Microdec Profile CRM (Access Profile)

Autotask Corp

Autotask (PSA) 2017.1


Candor Sales Information System (also known as Candor)

Carerix bv


Chittak Ltd



ConnectWise Manage – 2019

ConnectWise Manage – 2018.2

ConnectWise Manage – 2018.1

ConnectWise Manage – 2017.6

ConnectWise Manage – 2017.5

ConnectWise Manage – 2017.3

ConnectWise Manage – 2017.1

ConnectWise Manage – 2016.6

ConnectWise PSA – 2016.5

ConnectWise PSA – 2016.2

ConnectWise PSA – 2016.1

ConnectWise PSA – 2015.1

ConnectWise PSA – 2014.4

ConnectWise PSA – 2011.2 – 2013.1

CPL Software

RPM (version 2.21)







Envoy Taxi dispatch system

Estates IT Ltd

PCHomes 6.5


Exact Online




Goldmine – 5.5 – 9.2

Goldmine – 2014 (Premium)

Goldmine – 2013



HEAT Software

Goldmine – 2016

HubSpot Inc.



IBM Notes – 9.0

Lotus Notes – 7 – 8.5


Goldmine 2017.1


InforCRM (Saleslogix) v8

Logical Office Ltd

Logical Office



Maximizer Software Inc.

Maximizer – Cloud Versions 2012, 2015, 2015 R2, 2018, 2019

Maximizer – 9 – 12

Maximizer – 2016 & 2017


Access – 2013,2016 / Office 365

Access – 2000 – 2010

Dynamics 365 Customer Engagement

Dynamics 365 For Sales 8 & 9

Dynamics CRM – 3, 4

Dynamics CRM – 2016

Dynamics CRM – 2015

Dynamics CRM – 2011, 2013, Office 365

Dynamics NAV – 4.0 – 5 (SQL Database)

Dynamics NAV – 4.0 – 5 (CLASSIC Database)

Dynamics NAV – 2016 (SQL Database)

Dynamics NAV – 2015 (SQL Database)

Dynamics NAV – 2013 R2 (SQL Database)

Dynamics NAV – 2013 R2 (CLASSIC Database)

Dynamics NAV – 2013 (SQL Database)

Dynamics NAV – 2013 (CLASSIC Database)

Dynamics NAV – 2009 R2 (SQL Database)

Dynamics NAV – 2009 R2 (CLASSIC Database)

Dynamics NAV – 2009 (SQL Database)

Dynamics NAV – 2009 (CLASSIC Database)

Outlook – 2016, Office 365

Outlook 32 bit – 2013, Office 365

Outlook 32 bit – 2000 – 2010

Outlook 64 bit – 2013, Office 365

Outlook 64 bit – 2000 – 2010

Outlook Web Access*


NetHelpDesk Cloud

NetSuite Inc.

Netsuite CRM – 2019

Netsuite CRM – 2018

Netsuite CRM – 2017

Netsuite CRM – 2016

Netsuite CRM – 2015

Netsuite CRM – 2013

Netsuite CRM – 2010 – 2012


Patient Connect

PerfectView CRM

PerfectView Online CRM (PVCRM)


50c (50 Accounts) 2017(v23), 2018(v24)

50 Accounts – 2016 (V22)

50 Accounts – 2015

50 Complete Accounting – 2014

50 Complete Accounting – 2012, 2013

ACT! Professional – 2013

ACT! Professional – 2008 – 2012

Line 50 Accounts – 2014

Line 50 Accounts – 2008 – 2013

Sage 200 with Sage CRM module

Sage CRM / MME – 7.3

Sage CRM / MME – 7.2, 2013

Sage CRM / MME – 7.0, 7.1

Sage CRM / MME – 2014

Sage Saleslogix – 7.2 – 7.5 Inc.

SalesforceCRM – Standard integration for Enterprise, Unlimited, and Performance Edition. Compatible with Classic and Lightening.

SalesforceCRM Call Center Adapter (Requires Salesforce to be licensed for the Open CTI API. For Classic view only not Lightening)

Salpo Technologies Ltd

Salpo CRM


eGroupware – 1.0 – 1.8

Sugar CRM

Sugar CRM – 8.0-9.0

Sugar CRM – 7.10

Sugar CRM – 7.9

Sugar CRM – 7.8

Sugar CRM – 7.7

Sugar CRM – 7.6

Sugar CRM – 7.2

Sugar CRM – 5.0 – 7.1


SuperOffice 7.5

SuperOffice – 6 – 7.1


ACT! Premium – V20-V21

ACT! Premium – V19

ACT! Premium – V18

ACT! Premium – V17

ACT! Professional – V20-21

ACT! Professional – V19

ACT! Professional – V18

ACT! Professional – V17

ACT! Professional – V16

Infor CRM (Saleslogix) – 8



Tall Emu

Tall Emu Desktop (Add-in) – 2.6 (Classic Add-in)

vtiger CRM – 7

vtiger CRM – 6

vtiger CRM – 4 – 5


webCRM (Plus or Enterprise)

Web Seller Pro





Zendesk v2 API

Zoho Corp.

Zoho CRM (PhoneBridge) – Enterprise

Zoho CRM – Standard, Professional, Enterprise

Zoho Desk (PhoneBridge)


To install CRM Connect:

  1. From the Calling User Portal, click on the My Apps tab.
  2. Under the Desktop Software category, locate CRM Connect.
  3. Click the Download button. A file will be downloaded to your computer. Depending on your computer configuration. you may be asked if you want to save the file.
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  5. To begin installing CRM Connect, double-click the CRMConnect.exe file and click the Install button.
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  7. Review the End-User License Agreement and click the I Agree button to continue. You must agree to the End-user License Agreement to complete the installation.
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  9. The installation will proceed and any third-party software that is required will also be installed at this time; follow any onscreen instructions displayed by the third-party software.
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  11. Once CRM Connect and any third-party software have finished installing, click the Finish button to close the installer.

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Login Details and Initial Configuration

CRM Connect is designed to be discrete. Always running and providing useful information as you need it, yet at the same time not annoying and interfering when you’re trying to work. So, most of the time, CRM Connect sits silently in your tray menu, waiting for you to click on it or waiting for calls to be made or received.

  1. Once the installation has finished, you will need to enter your Calling User Portal credentials.
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    Note: In Windows, some tray icons become hidden and expressly have to be shown. These settings are stored in the Notification Area Icons part of the Windows Control Panel.

  3. Right-click on the CRM Connect icon, which is a green circle (or red if you’re on a call) and the tray menu should appear.
  4. Click on the Configuration option.
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  6. You must first configure the Telephony section by selecting the server and entering your Calling User Portal Credentials credentials.
    • Server: Select the appropriate market where the user is located. This determines which server will be used to authenticate the user.
    • Username: This is the username you use to log in to the Calling User Portal. Your
    • Password: The password can be set/changed via the Calling User Portal. Go to the Calling User Portal login page and select the Forgot Password? link. Enter your username and Reset Password. A temporary password will be emailed to you.

CRM Integration Configuration

You will also need to know which CRM System you are using and you login credentials for that system.

Other Options

Quick dial box

Type a number here and press Enter to make an immediate phone call


Quickly see recently dialled numbers and click to redial them


Allows the configuration of specific features for the user including Call Fowarding Always and Do Not Disturb


Opens a pop-up window that allows the entering of a number to dial or to pick-up via the Click to Dial function to your phone


Opens a pop-up window that enables the search and selection of users to monitor their phone presence.

Address Book

Opens a pop-up window that enables the search and selection of users in your Site and your CRM contact directory to get phone details and make a call to.

Call History

Shows your call history from the basic call log.


Opens a web browser to the on-line help pages.


Use this to unload the software as an active application.

Taskbar / System Tray Icon and Preview Window Notification Management

Sometimes changes can be made to settings in Windows, CRM Connect or other applications to make the visibility and usability of CRM Connect easier.

For example, it is advised that Windows 10 Users configure the settings in Notifications and Actions. To do this, right click on the windows icon and click Search. Type in Notifications in the search field and you should see the option for Notifications and Actions appear for you to click on. Once clicked, the Notification and Actions dialog box should appear. Navigate and click on CRM Connect (Connect). The options are shown below. Please configure how you wish to see the notifications appear.

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Another example is if you have a UC-One desktop client, which also provides a preview window. This can cause a double pop up notification as shown below:

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You can disable the notifications in either application to rectify this or move the CRM Connect notification to another location on the desktop.

To disable the CRM Connect notification, navigate to the Configuration panel, select Events/Call Events tab from the menu on the left and change the action in the drop-down for On ringing, On answer, or On outbound to No Action and then select Save.

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