Megacall CRM – Guiding and Overview

Customer Relationship Management (CRM) serves as a versatile tool for effectively managing interactions with both prospective and existing clients. The complimentary Megacall CRM seamlessly integrates with cloud PBX, enabling users to place and receive calls through a built-in WEB-phone, generate client profiles and tasks, monitor the performance of agents, and structure business processes optimally within the CRM framework.

1. CRM Setup

If you have an active PBX, navigate to Services in your personal Megacall account, access CRM, activate integration, and proceed to your CRM account. If a PBX hasn't been set up, utilize the PBX setup wizard, checking the relevant box in the initial step. When configuring CRM, input the CRM name, choose an extension number for the Administrator's account, and add users as needed. Click "Create CRM" to complete the process.

2. Dashboard

The dashboard showcases widgets providing valuable insights into current tasks, with the flexibility to hide/show and rearrange widgets. 

Widget categories include:

Customers: Total clients, new clients this week and today.

My leads: Agent's leads and raw leads in the pool.

Completed tasks: Tasks completed this week relative to total leads.

Overdue tasks: Tasks not completed by the user's deadline.

Current tasks: Number of ongoing tasks.

My calls: Incoming and outgoing calls today and this week.

New leads: New leads today and this week.

3. Client

The left side features a customer filter section, which can be hidden by clicking the arrow, and a general search bar at the top. A "+" button on the right adds new clients and ••• options allow importing/exporting customers. Tasks can be created from client cards using ••• - Create task. The "My clients" tab displays all clients under one's responsibility, and grouping with tags facilitates easier searches. Additional fields can be added using "Custom properties" if standard fields prove insufficient.

4. Calendar

The calendar displays tasks, including those of other employees for administrators, in Month, Week, or Day views. Users can create tasks for themselves and other CRM users.

5. Task

Efficiently handle tasks through Kanban or list views, utilizing the filter section to locate specific tasks. By checking the "Completed tasks" box, you can retrieve old and finished tasks. Task reminders are dispatched via email to the designated employee. Opting for the task type "Call" allows for the scheduling of client calls at convenient times.

6. Call 

Access comprehensive call details, employ filters or the general search to find specific calls. Listen to call recordings and initiate a callback with a single click.

7. Lead

The top right corner displays a shared pool of leads - Raw - and My Leads. Raw leads are unprocessed and unassigned, with the option to Pick Up a raw lead, moving it to My Leads exclusively. Raw leads can be added manually, imported from files, or created during calls if automatic lead creation is enabled. Concluding work on leads transitions them to completion, leading to client creation or marking as unsuitable.

8. Team

The Team page lists all CRM users, including contact information and positions. The administrator can add and edit user records. The "Invite Users" tab facilitates inviting multiple users via email addresses, while the "Share Invite" tab generates an invitation link for distribution through messengers and social media.

9. PBX

Accessible only to the CRM Administrator, this option directs to virtual PBX settings within the Megacall personal account.

10. Help

Provides information on accessing assistance with CRM settings.

11. Call Widgets

The widget icon, configurable in Settings – Telephony, offers a keyboard on the left to input numbers and contacts and call history on the right. Unknown calls can prompt the creation of clients/leads from the web phone, allowing note-taking and comments during calls. Call transfers to other agents are achievable with a button featuring two handsets.

12. Email Integration and Bulk Emails

Megacall CRM integrates with popular email services, enabling both sending and receiving emails. Under Settings - Email, integration can be established, granting access to the bulk email feature for selected senders. Incoming emails are accessible within the Megacall CRM interface.

13. Auto Dialer

Integrated with the web phone, the auto-dialer allows calls to a designated list of numbers, sequentially dialling starting from the first one. Successful calls to unknown numbers automatically create leads under the Leads tab.

14. Settings

Enables modification of overall CRM settings.

15. Data Import

Facilitates the import of client lists from other CRMs to Megacall CRM. In the "Clients" tab, click ••• and select "Import" to upload .csv or Excel files. 

The system requires international phone number formatting, and field mapping is available during the import process.

16. Google Calendar Integration

Enables two-way synchronization of tasks with Google Calendar in the Settings/Calendar section. This synchronization allows for the creation, deletion, or modification of events in either Megacall CRM or Google Calendar, ensuring seamless coordination between the two systems. 

Note: Specific conditions apply when deleting events from either system.

Profile

This page allows you to select the interface language, upload a photo, and input contact information visible to your colleagues. The extension number is crucial for making and receiving calls.

Working Hours

Specify your time zone and the initial day of the week (default is Monday). Click "Set" to establish your working schedule.

• Option 1: Monday through Friday

If you operate Monday to Friday, 9 AM to 5 PM, click next to 9 AM in the MON column, drag until 5 PM, repeat for other days, and click "Save" to set your working schedule.

• Option 2: Shifts

For a day shift on Monday, select 8 AM to 8 PM. For a night shift on Tuesday, choose 8 PM to 12 AM on Tuesday and 12 AM to 8 AM on Wednesday. If this cycle repeats every 4 days, set the periodicity and click "Accept." Navigate weeks with arrows in the top left corner.

Telephony

The call widget functions in Web-phone or Other Softphone modes.

In Web-phone mode, allow audio access in the pop-up window for outgoing calls made directly from the browser.

In Other Softphone mode, an IP Phone or softphone configured for the PBX extension number is used. During calls, view call info in the widget; initiate a call to the PBX extension, and after pickup, connect the call to the CRM client.

Enable automatic lead creation during calls. If a call is received from an unknown number, a new lead is created. Similarly, if an agent calls an unknown number not saved in CRM, a lead is generated. The "Call without country code" option allows local format calls; when disabled, enter numbers in international format.

Company

Enter your company name and subdomain (e.g., "mycompany"). The subdomain displays in your CRM address, like mycompany.megacallcrm.com.

Groups

Access permissions for standard CRM user groups are available. Create custom groups with specific rights. The CRM Administrator can modify a user's group on the Team page, facilitating actions like promoting an intern to an agent.