blueButler Telephony Integration sigXP User Guide
Contents
1. Ok Keal Technology helpdesk keal com Page 6 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide Service Setup The following steps describe how to configure the blueButler Service in sigXP 1 Go to File Setup Service Setup to open the Service Setup screen Click on the first blank line on the list or press F3 Type blueBulter as the Service Name Type blueButler cfg as the Service Config File Click Save on the toolbar or press F2 For User Name enter the blueButler User Name pe dE ode S 39 For Password enter the blueButler User Name Note he User Name and Password must have administrative privilege access to blueButler Check with blueButler for the correct username and password 8 Select Broker Based 9 Select Launchable Figure 2 Holz BrokerBased Contig File blueButler blueButler Config File Service Information Engliz French Service Mame ElueButler Service Mame BlueButler Description Description Service Type f Contig File C Website C URL File Program Configuration File Service Config File bieb utler cfg Web Search User Information User Name someone Broker Based Password xxxxxxx Required fields W Launchable Enabled 10 Click Save on the toolbar or press F2 and exit Keal Technology helpdesk keal com Page 7 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide Activity amp Suspense Setup Thi2. blueButler Telephony I ntegration SigXP User Guide NOTICE RESTRICTED RIGHTS LEGEND This material is confidential and is the property of KEAL TECHNOLOGY INC KEAL The contents thereof or any technique method or arrangement of data available there from may not be disclosed to any third party whatsoever NO WARRANTIES OF ANY NATURE ARE EXTENDED BY THE DOCUMENT Any product service and or related materials disclosed herein are only furnished pursuant and subject to the terms and conditions of a duly executed license agreement or contract The only warranties made by KEAL if any with respect to the product or services described in this document are set forth in such license agreement or contract KEAL cannot accept any financial or other responsibility that may be the result of your use of the information in this document including direct indirect special or consequential damages The information contained herein is subject to change without notice Revisions may be issued to advise of such changes and or additions Correspondence regarding this document should be forwarded to KEAL TECHNOLOGY INC 55 Administration Road Unit 21 Concord ON Canada L4K 4G9 1 800 268 5325 Contents at a Glance Conventions and Features Used in this Guide Overview Integration Setup and Configuration Server setup Service Setup Activity amp Suspense Setup Activating the Integration Link the Current Phone Call Link a Previ
3. DHH test ENISEISENMIENMIENEESSSINSISSSISESHSMSUNESESSHINSSNSSNZ ooo wo w 0 wn wg 0 Ww wx n o0 0 a 4 28 2009 4 04 10 PM 4 28 2009 3 53 51 PM 4 28 2006 3 39 03 PM 4 28 2009 3 36 36 PM 4 28 2009 2 18 19 PM 4 28 2006 2 10 12 PM 4 28 2009 2 04 14 PM 4 28 2009 1 44 51 PM 4 28 2008 1 39 50 PM 4 28 2009 1 14 33 PM 4 28 2008 1 02 50 PM 4 28 2009 12 01 41 PM 4 28 2008 11 23 48 AM 4 28 2008 11 22 16 AM 4 28 2009 11 21 10 AM 4 28 2009 11 17 42 AM 9187746424331 02147530 1 505 204 2810 4 28 2009 11 16 44 AM 1 4 28 2009 11 05 26 AM 4 28 2009 10 41 30 AM 4 09 11 04 2 37 0 06 0 16 0 06 2 20 1 30 1 04 3 27 0 56 8 46 27 RREEE EE SEE SRF eR EE 5 g m 9 Click Yes to the question Are you sure you want to link these up Keal Technology helpdesk keal com Page 14 of 17 blueButler Telephony Integration 2010 02 Figure 12 E 4 28 2009 2 44 34 PM 4 28 2006 2127 39 PM 4 20 2009 2120017 PM 28 2009 2 18 15 PH A 28 2000 2 10 12 PM ono a a wo e eo eo 6 O5 A 28 2009 2 04 14 PM Pe PM 1 320 50 PH 1 18 33 PM 1 02 50 PM eE SENEE E S 021 47 51 50 518774 021475 1 504 LZSOL4DPM OO sigXP User Guide The recorded call is automatically linked and that link is saved in the Customer Activity with a paperclip displaying in the first column Figure 13 fact ia Aiea Fame 10 11 2006 Telephone ve Fe Keal Technology helpdesk keal com Page 15 of
4. 17 blueButler Telephony Integration 2010 02 sigXP User Guide Playback of a Recorded Phone Calls Links to recorded phone calls are saved in Customer Activity with the Activity types of either Telephone in Recorded or Telephone Out Recorded with a paperclip displaying the first column The following steps explain how to listen to a recorded phone call linked to a Customer Activity 1 Open the Customer Activity tab Figure 14 Fle Edt Policy Accounting Reports Marketing Toos Window Launch Help 146 05 34236u FEN BU N32 Hg Customer St Amand Jessica 034444 l Fyti gia Aerei Ca Hew Beurissack DSL de Sante v Yes Mo Bnd Cott 11 20 6468 STAMON FER iii MOVT1 2007 Appi Credi Inao MUZE ZUUS EEA teal MS Telephone n Hi 4 28 2009 Telephone Ihe Rec 10 11 2006 Telephene Qui Re fld FORO eu bu mme Keal Technology helpdesk keal com Page 16 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide 3 Type an extension to listen to the call through your phone and click OK if you are configured for this or the Window Media Player will start on your computer Figure 16 sigxP blueButler iDR x Enter phone number ext Cancel E Note If the call is not found the following message is displayed Fiqure 17 uu x 1 Cannot access blueButler webservice or cannot Find recording Call playback aborted Keal Technology helpdes
5. Technology helpdesk keal com Page 9 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide Link the Current Phone Call The following steps explain how to link a phone call you are currently recording in blueButler to the Customer Activity 1 Open the Customer 2 Select a policy on the Policy Tab or a blank line if the policy does not exist 3 Click Activity on the toolbar or press F6 4 Choose an Activity Type of either Telephone in Recorded or Telephone Out Recorded 5 Type applicable comments 6 Click Browse beside the text Attach Document to establish the link with blueButler and then go to the next step Figure 5 Aceh Telephone In Recorded Descriptor Date 04 28 2003 Time H C AM PH SIGxp e ti Cannot access blueButler webservice Activity Aborted 7 Select the blueButler screen to see the sigXP Activity link in the bottom left corner Keal Technology helpdesk keal com Page 10 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide 4 28 2009 4 30 03 PM 4 28 2009 4 20 41 PM 79 4 28 2009 4 20 46 PM 243 4 78 2009 4 04 10 PM 223 4 28 2009 3 53 51 PM 347 L 4 28 2009 3 39 03 PM 223 b 4 28 2009 3 36 36 PM 947 4 28 2009 3 28 40 PM 4 28 2009 2 44 34 PM 4 28 2000 2 27 39 PM 4 28 2009 2 20 17 PM 021 4 28 2009 2 18 19 PM 9 1 4 28 2009 2 10 12 PM 4 28 2009 2 08 14 PM 9137 4 28 200
6. 9 1 44 51 PM 0214 4 28 2009 1 39 50 PM 3 1 4 28 2008 1 14 33 PM 4 28 2009 1 02 50 PM 4 28 2009 12 01 41 PM 784 4 28 2009 11 23 48 AM 1632 4 28 2009 4 32 57 PM 59CF135E EB21 4467 8234 6F048F121 gu dg og wg wg wg Ww g g W HW K K K Oo HW KK KW 6 6 6 6 6 6 6 6 6 O6 O 6 6 6 6 6 6 6 6G i 8 Click Yes to the question Do you want to link this to your current call Figure 7 S5oBhEroke bhueButler Start Time 4 28 2009 4 30 03 FM 4lzaj2z008 4 20 41 PM 75 428 2009 4 20 96 FIM 243 Al 28 2008 4 08 10 PM 223 2007 2008 2009 A M J A 4 28 2009 3 53 51 PM 94734255 res Mo 4 28 2009 3 39 03 PM 223 fes No 4 78 2000 3 36 36 PM 94731393 021 4753 5 1 506 382 8187745424 SIGXP E x 02147530 4 28 2009 4 32 57 PM E O Aa28 2009 1 39 50 PM 9 1 506 204 S8CF135E EB21 446F 8234 6F048F 1 21 034444 E amp 4 28 2009 1 14 33 PM test Eg G 4 28 2009 1 02 50 PM r E G 428 2009 12 01 41 PM 78400 E amp GO 4 28 2009 11 23 48 AM 153200011 _ sams RETE TETE T m amama mm a 4 1 2 gt gt Keal Technology helpdesk keal com Page 11 of 17 blueButler Telephony Integration 2010 02 sigXP User Guide The recorded call is automatically linked and that link is saved in the Customer Activity with a paperclip displaying in the first column Figure 8 Policies Bede Cets P Clm Actviy Supenes R
7. ct Oana 7 je T E T WV Yes No Axa Insurance Royal Faciity Insura Rewind IF arkhi Ineura BRBRRRRERRRRARRA Rae ee i 9 ww wow wn Ww 9 Ww Ww wm w wn wn wm w n wn ww w u E 6 9 9 1 i 4 28 2009 4 04 10 PM 4 28 2009 3 53 51 PM 4 28 2009 3 39 03 PM 4 28 2009 3 36 36 PM 4 28 2009 3 28 40 PM 4 28 2008 2 44 34 PM 4 28 2009 2 27 39 PM 4 28 2009 2 20 17 PM 4 28 2009 2 18 19 PM 4 28 2009 2 10 12 PM 4 28 2009 2 04 14 PM 4 28 2009 1 44 51 PM 4 28 2008 1 39 50 PM 4 28 2009 1 14 33 PM 4 28 2009 1 02 50 PM 4 28 2009 12 01 41 PM 4 28 2006 11 23 48 AM 4 28 2009 11 22 16 AM 4 28 2009 11 21 10 AM 4 28 2008 11 17 42 AM 4 28 2006 11 16 44 AM 4 28 2008 11 05 26 AM 4 28 2009 10 41 30 AM 8 94734256 23 94731333 021 4753 9 1 906 382 7238 9187746424331 02147530 1 506 204 2810 78400 163200011 94730374 94731434 16320001 162 0002 LM 047 0 42 1 25 4 58 2 27 7 12 1 26 0 06 09 11 04 237 0 06 0 16 0 06 2 20 1 30 LO 3 27 0 56 8 46 427 SS SO itt a Be ie ee y g 034444 i F i sig XP User Guide LI DE x 8 Select the sigXP Link and drag and drop it on top of a previously recorded phone call on the right Figure 11 m n Invece Prospect Sire Custorrer Sumect 3 Customer 1 gt Axa Insurance Axa Insurance Royal Faciity Insura Aras IF arkhi Ime 4 28 2009 4 21 07 PM 49EAAFCB B1 25567781
8. emarks End E Activity Additional Details Comments a 11 20 6468 STAMON PER 77777777 10 11 2007 Apply Credit Ino lest 04 29 2003 REAL lled 04 20 2009 Telephone In Rex test 4 04 28 2009 KEAL lest 4 28 2003 Telephise In Pex lest 3 7 04 28 2008 KEAL lest 4 28 2003 Telephone Out Ri another best for blue C80 MARAMI KF A lea MARJAA Thera ru Fa haet far Fh Rihar dame Fia Keal Technology helpdesk keal com Page 12 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide Link a Previously Recorded Phone Call The following steps explain how to link a phone call you previously recorded to the Customer Activity 1 2 Open the Customer Select a policy on the Policy Tab or a blank line if the policy does not exist Click Activity on the toolbar or press F6 Choose an Activity Type of either Telephone in Recorded or Telephone Out Recorded Type applicable comments Click Browse beside the text Attach Document to establish the link with blueButler and then go to the next step Figure 9 Acti Telephone In Recorded x C MEE eee xi 1 Cannot access blueButler webservice Activity Aborted 7 Select the blueButler screen to see the sigXP link in the bottom left corner Keal Technology helpdesk keal com Page 13 of 17 blueButler Telephony Integration 2010 02 Figure 10 ENS usui blueButler nperi SubBicke gore Suspe
9. ephone Voicemail 6 Exit Keal Technology helpdesk keal com Page 8 of 17 blueButler Telephony Integration 2010 02 sigXP User Guide Activating the I ntegration You must have updated to sigXP Release 2009 02 047 or newer to use this integration and blueButler must be installed Start up and login to both sigXP and blueButler Both applications must be open in order to establish and maintain the link between blueButler and sigXP Figure 4 X Policy Accounting Reports Marketing Tools Window Launch Help JAB 33 30M FEV OO NZ2 H Control Panel Recent Customers Cust No Last Name Fist Name Phone Nun 4444 St Amand Bane 7777 biueButler Control Panel Suspenses 4 28 2009 2 44 34 PM a 4 28 2009 2 27 39 PM 4 28 2009 2 20 17 PM 021 4753 4 28 2009 2 18 19 PM 9 1 506 382 7238 4 28 2009 2 10 12 PM 4 28 2009 2 04 14 PM 9187746424331 4 28 2009 1 44 51 PM 02147530 4 28 2009 1 39 50 PM 9 1 506 204 2810 2 4 28 2009 1 14 33 PM 4 28 2009 1 02 50 PM 4 28 2009 12 01 41 PM 4 28 2009 11 23 48 AM 4 28 2009 11 22 16 AM 4 28 2009 11 21 10 AM 4 28 2009 11 17 42 4M Michaud Dorion Alan Les Entreprises Tresr 4 28 2009 11 16 44 AM 4 28 2009 11 05 26 AM 4 28 2009 10 41 30 AM 4 28 2009 10 24 43 AM 4 28 2009 10 06 24 AM 99506473109117 4 28 2009 10 06 20 AM 4 28 2009 9 47 18 AM 4 28 2009 9 39 56 AM r r E r r r n r r E E r r r r E E E r r r 4 Keal
10. k keal com Page 17 of 17
11. nd sigXP provides a link from Customer Activity to access recorded calls stored in blueButler After installation and setup are completed you can Link a phone call to a Customer Activity while you are still in conversation or after the conversation has completed gt Review recorded conversation using the Playback feature from Customer Activity This guide describes gt Setup and Configuration Procedures gt How to link recorded phone calls to Customer Activity gt How to listen to recorded phone calls from Customer Activity Keal Technology helpdesk keal com Page 5 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide I ntegration Setup and Configuration The following sigXP setups need to be completed once blueButler is installed and configured Server Setup Service Setup Activity amp Suspense Setup Server setup Run the blueButler install exe file provided by Keal to install the server components he install file must be run on the server where liveupdate is configured All fields shown below must be entered to complete the installation Check the blueButler installation for the correct values Check the Play by Phone feature only if it has been installed at your site Figure 1 Ss Install sigXP blueButler Integration Files Bl x Install sigXP blueButler Integration Files Enter the URL to access the blueButler website http JiblueC C Play by Phone Feature Installed
12. ously Recorded Phone Call Playback of a Recorded Phone Calls oO 10 OO C A 10 13 16 blueButler Telephony Integration 2010 02 sig XP User Guide Conventions and Features Used in this Guide This guide uses special text and design convention to make it easier for you find the information you need Text Conventions Convention Meaning Abbreviated menu commands For your convenience this guide uses abbreviated menu commands For example Click File Preferences Customer Tab means you should click the File menu then click Preferences and click the Customer Tab Boldface type 1 Boldface type is used to indicate text _ that you enter or type Initial Capital Letters The first letters of the names of menus dialog boxes dialog box elements and commands are capitalized Example the Save As dialog box Italicized type Italicized type is used to indicate new terms Plus sign in text Keyboard shortcuts are indicated by a plus sign separating two key names For example Ctrl Alt Delete means that you press the Ctrl Alt and Delete keys at the same time Design Conventions Tip Tips provide helpful hints timesaving tricks or alternative procedures related to the task being discussed Caution Cautions identify potential problems that you should look out for when youre completing a task or problems that you must address before you can complete a task Note Notes offer additional information related to the ta
13. s integration utilizes three Activity descriptions gt Telephone In Recorded gt Telephone Out Recorded gt Telephone Voicemail These Activity descriptions are automatically added to the Activity list when sigXP is updated to Release 2009 02 047 or newer Currently it is not possible to add descriptions to these Activities This will be possible in a future release The following steps describe how to activate these Activities 1 Go to File Setup Activity amp Suspense to open the Activity and Suspense Setup screen 2 On the Activity tab select Telephone In Recorded 3 On the Details tab select Yes Figure 3 Activity t Suspense Setup BG Active N Scanned document Document num ris Y N SendTo ISendTo N Supplier Claim Payment Paiements des r clamations Fourni Y N Suspense Mise en attente J N Telephone In Appel t l phonique entrant Y Appel t l phonique entrant enregisti N Telephone Qut Appel t l phonique sortant Y N Telephone Qut Recorded Appel t l phonique sortant enregistr N ss N Telephone Voicemail Messagerie vocale N N Underwriter Request Demande du souscripteur ue Details e tive Description E Telephone In Recorded niuis Description F pr Pe t l pl i Onigue entr amit enre Ji tr 4 Click Save or press F2 5 Repeat steps 2 to 4 for the Activities Telephone Out Recorded and Tel
14. sk being discussed Keal Technology helpdesk keal com Page 4 of 17 blueButler Telephony Integration 2010 02 sig XP User Guide Overview sigXPG Keal s flagship application for P amp C Insurance Brokers includes a full featured policy module that includes all the applications you need to effectively manage your policy information blueButler iDR represents a breakthrough in affordable digital call recording technology Recording calls is now standard industry practice blueButler iDR enables continuous identification and immediate response to effective and ineffective interaction with your customers and key business partners It enables quick and efficient resolution of He Said She Said disputes that otherwise use up valuable management time leaving customers and staff to their own devices to deal with their frustrations blueButler delivers all the core high end recording features needed to keep your front line workers performing at their professional best Calls are stored securely on the blueButler server in convenient MP3 or WAV format With blueButler you get all of the high end features you expect without the high end cost Features like SQL database reporting and data mining Live Monitor for listening to active calls Quality ratings and evaluations Selective recording to allow privacy on personal calls On demand recording from any phone DNIS call segmentation and Broadcast messaging The integration between blueButler a
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