Microsoft Outlook Addin Guide

This Addin Guide contains proprietary information and shall not be used, disclosed, reproduced or shared, in whole or in part, without the prior written consent of the application developer.Should you need to do this or require further clarification, please contact the CRM Connect support desk quoting your serial number.

This page will guide you through configuration and basic use of the CRM Connect Microsoft Outlook Add-in.It is expected that you are already familiar with the Address Book, Call History and Preview window, and the basic concepts of integration and screen popping using the Add-ins.See the 'User Guide' for these topics.

Microsoft Outlook and the database used to store your contact data should already be installed and working normally before proceeding with this integration.

CRM Connect must also be installed already with the initial configuration completed.If this is not the case, please see the 'Technical Installation Guide' or consult your system administrator.

Information You'll Need

  • Windows account username and password
  • Microsoft Outlook profile information, username and password (if password protected)


Add new integration

Right-click the CRM Connect tray icon in the system tray menu and then left-click the 'Configuration' option from the menu that pops up, this will open the 'configuration' screen.In the 'Integration' area, click the 'Add new' button, select 'Microsoft Outlook' from the 'Type' dropdown box and then click the 'Set' button.

Microsoft Outlook integration configuration screen

On the Configuration group, you need to select the appropriate details from your Outlook profile.Most Outlook users will only have one profile so the '(Default)' option in the 'Outlook profile' dropdown box will be fine.Users with multiple profiles will need to select the most appropriate one.

If you have also created your own Personal Folders file (.pst) in Outlook and store your contact data within those folders, you'll need to select your custom setup in the 'Information store' dropdown box.If you have not selected a profile other than '(Default)' in the 'Outlook Profile' dropdown box, the 'Information store' box will not show your custom folders.Those users who do not use custom personal folders e.g. contact data is stored in 'Contacts', will be able to use the '(Default)' option in this dropdown box.

Users who have selected the '(Default)' options so far can usually also select the '(Default)' options for the 'Contacts folder' and 'Appointments' dropdown boxes.If you use a custom setup and have selected the appropriate profile and information store in the previous steps, the dropdown boxes will list the folders within your custom setup.In the 'Contacts folder' dropdown box, select the folder where your contact data is stored and select the location of your appointment data in the 'Appointments' dropdown box.

Click the 'Save' button to store the information you've entered and apply the configuration.


Integration test results

To test if the configuration worked, enter a phone number from your Microsoft Outlook account into the 'Telephone' box in the 'Integration test' area and click the 'Search' button.The results will be displayed after a few seconds.

The test area results should look similar to the results showing in the image here.If the test does not work, go to the 'Log' page of configuration and turn on logging, then do the test again and see if there are any errors in the log.


Incoming call in the Preview window

When a call comes in, the CRM Connect 'Preview Window' will pop up and display the phone number that is calling.If the caller is recognized as one of your contacts from Microsoft Outlook, their details will also be displayed and you can 'pop' their Microsoft Outlook contact record by clicking the 'Microsoft Outlook' button in the window.

Incoming call in the Phone window

You can also pop recognized callers' Microsoft Outlook contact records by clicking the 'Microsoft Outlook' button on the 'Phone Window'.

Deflecting a call

Calls can be deflected to another extension before answering them by clicking the 'Deflect' button, entering the extension number into the 'Number' box and then clicking the 'Deflect' button next to it or pressing 'Enter'.

Answer button

To answer a call on either the 'Preview' or 'Phone' window, you just need to click the 'Answer' button.

Consulting a co-worker

To speak to a colleague during an active call, click the 'Consult' button, enter the extension number into the 'Number' box and then click the 'Consult' button next to it or press 'Enter'.The active call is automatically held.To end the call to your colleague and resume the held call, click 'Cancel'.

Transfering a call

To transfer a call to another extension, click the 'Transfer' button, enter the extension number into the 'Number' box and then click the 'Transfer' button next to it or press 'Enter'.