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© 2013 ADP, Inc. Preliminary 66992-05 1

CTI Toolbar 5.4a Quick Reference Guide

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Accessing Training Videos

Prior to using CTI Toolbar ADP recommends viewing our easy-to-follow training videos, which you can access at the following URL: http://dealer4386.adpwebmarketing.com/index.cfm?action=dealerlink&Link=1455085

Opening CTI Toolbar Tip: If you share a computer, a CTI Toolbar icon can be set up for each user so that individual preferences and phone lines can be customized.

Using the Desktop Shortcut

• Double-click the CTI Toolbar shortcut icon ( ). Start Menu

• Click the Start button and select Programs > ADP > CTI Desktop > CTI Desktop.

Quick Launch • Click the CTI Toolbar icon in the Quick Launch menu ( ).

Log In Automatically on Startup

1. Click Options ( )>Login tab. The Login tab opens. 2. Select Login automatically on startup. 3. Click OK. CTI Toolbar will now automatically launch when you start your PC.

Note: If this option is not selected, you will need to enter your password each time CTI Toolbar is launched. You will have five tries to enter your password correctly before you are locked out.

Integrating ADP CRM and ADP Drive into CTI Toolbar for Screen Pops Note: To ensure screen pops work for either application, they must be correctly configured within those applications. Your system administrator configures this for you.

1. To verify the integration is set up correctly, right click on the Toolbar, you will see the application name listed at the bottom of the menu.

Launching Automatically When Logging In to PFW • CTI Toolbar launches automatically when logging in to the application.

http://dealer4386.adpwebmarketing.com/index.cfm?action=dealerlink&Link=1455085

© October 2013 ADP, Inc. 66992-05 2

Quick Reference Guide

Using Jabber If you have the Jabber application, you can switch from CTI Toolbar mode to Jabber mode. Note: When in Jabber mode, most features of the CTI Toolbar are disabled, replaced by their Jabber counterparts. The CTI Toolbar can be minimized.

Answering Calls with Jabber/CTI Toolbar Integration

Making Calls

Chat Window

Call Window

To Answer the call, Click Answer. Click Decline to send the call directly to your voice mailbox. Note: No lookup is performed for internal calls.

From the Main window (three ways) • Hover the cursor over the contact, then

click the Phone icon. • Right-click the contact, then click Call. • Manually type a number in the search

field, then press Enter. From the Chat window

• Click the Phone icon

• A record of Conversations is in the left column.

• Conversation History is the window’s main body

• Click Call Contact to dial the active contact.

• Type your new chat message in the box provided at the bottom.

• Other icons let you add another participant to the chat, change font, or add an emoticon.

• The Call Control Toolbar displays at the bottom of the Call Window

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Using Jabber (Cont’d)

Video Call Window

Managing Your Status

Viewing Your Calendar

Switching Between Phone and PC

• Caller’s video is displayed in the main

body of the window. • Self-view is inset into video display • The Call Control Toolbar displays at

the bottom of the video display.

• You can manage your displayed status by

selecting from the default status entries.

• View your calendar by clicking on the calendar icon ( )

• Select More Details under any calendar entry to see the details for that entry.

• The dropdown list selected from the

bottom right corner of the Jabber window lets you choose to use your phone for calls, or use your computer for calls if so equipped.

• You can also forward your calls to another number.

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Using Click-to-Call from ADP Drive, w.e.b.Suite, or CRM Tip: By using a headset, you can make and control all inbound and outbound calls from your computer without touching your telephone!

Note: For click-to-call to work in CRM, you must have the “Computer Telephony” setting set to Active in your CRM User Profile. If this is not working, contact your CRM System Administrator.

Click-to-Call from ADP Drive or w.e.b.Suite

When a customer record contains a phone icon ( ) click the icon to dial. If multiple phone numbers exist, a dropdown list displays, allowing you to select the number to dial.

Click-to-Call from ADP CRM 1. In a customer record, click any underlined phone number and the customer will

be dialed.

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Screen Pop Features Screen pops provides details on incoming calls. You can choose to have screen pops display automatically when calls come in by clicking Options on the toolbar and selecting Call Popup. Note: Screen pops work best when CTI Toolbar is integrated with ADP Drive or ADP CRM.

Incoming/Missed Call Screen Pops

When a new incoming call arrives, a special pop-up window displays in the lower-right corner of the screen telling you the number of the person calling and, if available, the person’s name. Names are matched from the DMS based on 10-digit phone numbers.

Answering Calls

You can click anywhere in this box to answer the call, or you can dismiss it by clicking the “X” in the top-right corner.

If you have missed any calls, then they are also displayed here. You can click the telephone icon to call back the number (of the missed call) or clicking anywhere in the box.

You can use the arrow buttons to switch between any missed calls in the list and then click the telephone icon or anywhere in the box to call back the missed call’s number.

ADP Drive and CRM Displaying Customer Records Double-click the contact’s name. The contact’s record displays in a new window. Dialing a Number Click the number. The Dialing window opens, and your network phone calls the

number. Searching for Customer Records Click the searchicon to open a new search window for Drive or ADP CRM that

automatically searches the application by the incoming phone number. The following section explains the differences between screen pops in ADP Drive and ADP CRM.

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Screen Pop Differences The following table shows the screen pop options for ADP Drive and ADP CRM. Additional instructions follow that explain how to perform the screen pop-specific actions.

ADP Drive Screen Pop Available Options

ADP CRM Screen Pop Available Options

Using ADP CRM Screen Pops To answer a call (indicated with an Incoming Call screen pop):

• Right-click the screen pop and select Answer Call.

To call back a number you missed (indicated with a Missed Call screen pop):

• Right-click the screen pop and select Call Back.

To search for a phone number in the ADP CRM database:

• Right-click the screen pop and select Search.

To generate a new lead in the ADP CRM database:

• Right-click the screen pop and select New Lead.

To create a new task for the customer in the ADP CRM database:

• Right-click the screen pop and select New Task.

To submit feedback for the customer in the ADP CRM database:

• Right-click the screen pop and select New Feedback.

Using ADP Drive Screen Pops To answer a call (indicated with an Incoming Call screen pop):

• Right-click the screen pop and select Answer Call.

To call back a number you missed (indicated with a Missed Call screen pop):

• Right-click the screen pop and select Call Back.

To search for a phone number in the ADP CRM database:

• Right-click the screen pop and select Search.

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Auto-Search

CTI Toolbar can be configured to automatically open the integrated application’s search page on an incoming call. If this interferes with your work, this can be turned off in the options dialog, as follows: 1. Open the options dialog 2. Select the Call Popup tab.

3. Uncheck the Automatically open application search screen.

Multiple Desktops in ADP Drive In ADP Drive, you can have multiple desktops open, but CTI Toolbar can only launch screen pops for one desktop – you must make a desktop active to receive screen pops.

Note: You cannot select the Executive Desktop for screen pops.

Selecting an Active Desktop to Receive Screen Pops 1. With multiple desktops open in ADP Drive, decide which desktop you want CTI

Toolbar to display screen pops for. 2. Right-click CTI Toolbar and select the desktop. Once selected, a black dot

displays next to the desktop that is actively displaying screen pops. To change screen pop availability for another desktop, right-click CTI Toolbar again and select the desktop name.

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Chat You can chat with another CTI Toolbar user.

Note: Group chat is not available.

Chatting with a CTI Toolbar User 1. Click Chat ( ). The CTI Desktop Chat window opens. 2. Double-click the name of the person you want to chat with. For large dealerships

with multiple groups, enter a search string in the Search field, click Enter, and then double-click the name of the person you want to chat with. A chat dialog opens.

3. Enter text in the lower text field and then press Enter to send the message. Chatting with a User via the Presence Dialog Note: If there are groups/departments set up, click the “+” sign to expand the list.

Right-click the person’s name (you want to chat with) and select Chat. A Chat dialog opens allowing both of you to chat.

Clearing Messages By default, the Chat dialog retains all messages you send and receive in the Chat dialog when using the Chat feature. Therefore, if you close the Chat dialog and reopen a Chat dialog with the same individual, the chat history displays. When you close CTI Toolbar, CTI Toolbar clears all Chat messages from all Chat dialogs.

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Speed Dial

You can create speed dial entries for numbers you call frequently.

Creating a Speed Dial Entry

1. Click the Speed Dial button ( ). The Speed Dial dialog displays.

2. Click Add. The New Speed Dial dialog displays.

3. Enter the name and phone number of the person you want to create a Speed Dial

for, and then click OK. The new Speed Dial entry displays in the Speed Dial dialog.

4. To add more Speed Dial entries, repeat Steps 1 through 3. Click Close to close the Speed Dial dialog.

Making a Call Using Speed Dial To make a call using the speed dial feature:

1. Click the arrow on the Speed Dial dropdown ( ).

2. Select the number and click Call ( ). Editing a Speed Dial Entry To edit an existing speed dial entry:

1. Click the Speed Dial button ( ). The Speed Dial dialog displays. 2. Select the number the Speed Dial entry you want to edit and click Edit…. The

New Speed Dial dialog displays with the selected entry’s information. 3. Make the necessary changes and click OK. Deleting a Speed Dial Entry To delete an existing speed dial entry:

1. Click the Speed Dial button ( ). The Speed Dial dialog displays. 2. Select the number the Speed Dial entry you want to delete and click Delete. A

dialog displays asking if you want to delete the contact. 3. Click Yes. The Speed Dial entry is deleted from the Speed Dial directory.

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Presence

The Presence feature allows you to tell who in your dealership is on the phone so you can call or initiate a chat session. You can also create and manage your “buddy list” of contacts.

The Presence dialog features a hang-up notification if another user (you want to contact) is on the phone and lets you add users you frequently call to a Buddies List.

Note: Group chat is not available.

Changing Your Presence Status To change your Presence status from Standby to Available (and vice versa), click

the Status menu dropdown arrow and select Available/Standby. Making Calls from the Presence Dialog You can call a user in another group or a user in your Buddies list.

1. Click Presence ( ). If necessary, click the “+” to expand a group to find the person you want to call. Tip: If you have a large organization and are not sure which group an individual belongs to, you can enter their name (or part of their name) in the search field and click Enter as shown with “smith, john” in the following screenshot.

2. Right-click the person’s name (you want to call) and select Call. The toolbar fills

in the user’s information in the corresponding fields in the toolbar and the corresponding buttons, such as Hangup, Hold, and Transfer become active.

3. To end the call, click Hangup. Transferring Calls from the Presence Dialog 1. With a call in progress, click Presence. If necessary, click the “+” to expand a

group to find the person you want to call. 2. Right-click the person’s name (you want to transfer the call to) and select

Transfer to use the warm transfer method (where you announce the call) or select Blind Transfer to transfer the call without announcing the party.

3. To end the call, click Complete Transfer. Chatting with a User via the Presence Dialog 1. Click Presence. If necessary, click the “+” to expand a group to find the person

you want to call. 2. Right-click the person’s name (you want to chat with) and select Chat. For more

information on this feature, refer to the Chat section. Setting Hang-Up Notification 1. Click Presence. If necessary, click the “+” to expand a group to find the person

you want to call. 2. Right-click the person’s name (you want to receive hang-up notification from) and

select Set Hang-Up Notification. When this person is no longer in a call, a dialog displays, indicating they are available.

3. Click Yes. CTI Toolbar then calls the person. Adding a Buddy to Your Buddies List Click Presence. If necessary, click the “+” to expand a group to find the person

you want to call. Right-click the person’s name (you want to add to your Buddy List) and select

Add to Buddies List. In addition the person’s name displaying in their corresponding group, the person’s name now displays in the Buddies section of the Presence dialog.

Removing a Buddy from Your Buddies List Click Presence. If necessary, click the “+” to expand a group to find the person

you want to call. Right-click the person’s name you want to delete from your Buddy List – you can

either select the name from the Buddies list or from the group they belong to – and select Remove from Buddies List. The person’s name is removed from the Buddies list but remains in their corresponding group.

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Making Outbound Calls from the Toolbar Note: When making outbound calls from the toolbar, you only need to enter the 10-digit number. You do not need to enter “9” or “1” in front of the phone number.

Entering a Number in the Current Calls List Field 1. Enter a number in the Current Calls List field.

2. Press Enter or click Call ( ). Redialing from the Current Calls List The Current Calls list displays the last 16 calls you made.

1. Click the arrow on the Current Calls List dropdown. 2. Select the number you want to call. 3. Press Enter or click Call. Using the Dialer Tip: Make sure the Current Calls List Field is empty; otherwise, when you click Call, CTI Toolbar automatically dials the number in the field.

1. Click Call. A Dialer dialog displays.

2. Enter the number you want to call or click the dropdown arrow to select a number

you called. If you do not know the number, click Lookup…, which opens the Address book (see Address Book for more information). Important! The Lookup feature only works if you have lookup options specified on the Address Book tab of the Options dialog. These options include searching local MS Outlook contacts, shared CSV format address book file, or an LDAP/ADXE server.

3. Click Dial. Note: The Dial button is only active when a phone number is in the Dial field.

Answering Calls

Using the Answer Button

• Click Answer ( ). Answering the Call from a Screen Pop

• Click the Microphone.

Putting Calls on Hold • Click Hold ( ). To retrieve the call on hold, click Retrieve ( ).

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Transferring Calls You can transfer incoming calls to other extensions at your dealership.

Note: Blind transfers display the original party’s caller ID, while warm transfers display the caller ID for the person who transfers the call.

Note: When making calls outside your dealership, you do not need to enter “9”; simply enter the 10-digit number. You do not need to enter “1” for long distance calls.

Performing a Warm Transfer

1. When on a call, click Transfer ( ). The Dial dialog displays. 2. Enter the number you want to call, or click the dropdown arrow to select a

number.. 3. Click Dial. 4. Announce the call and then click Complete Transfer/Conference ( ). Warm transfers (where you speak with the call recipient first) are recommended to provide better customer service. Performing a Blind Transfer

1. When on a call, click Blind Transfer ( ). 2. Enter the number you want to call or click the dropdown arrow to select a number.

Click Dial. 3. Click Complete Transfer/Conference ( ).

Address Book Allows you to search for and call contacts in your address book. CTI Toolbar obtains contacts from three sources: MS Outlook contacts, CSV format address file, and your dealership’s LDAP/ADEX server.

Note: If you update your MS Outlook contacts, you must clear the address book’s cache to return results with the latest contact information. In the Address Book dialog, click Settings and ensure Cache address books for faster access is checked, click Clear and then click OK. (This option is also available on Options > Address Book.)

Searching for and Calling a Contact 1. Click Address Book ( ). By default, the two dropdowns default to Name and

Contains. You can opt to change them based on the search string you enter. 2. Enter a string in the blank field and click Search. The Address Book returns, if

any, search results matching the search string entered.

3. Select the contact you want to call. The user can have a phone, mobile, and/or

home number. Active buttons correspond to the number type the user has. For example, if the user does not have a home number, the Home button at the bottom of the dialog is inactive.

4. Click Phone, Mobile, or Home to dial the corresponding number.

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