| The package includes a Drupal based customizable end user CRM web portal. This portal is entirely driven by our Web Services API and combines the flexibility of the framework with custom modules that are quick to install and easy to use. The default CRM site installed with the system includes the core features needed for the most common VoIP termination business cases such as: managing account profile, retrieving call history data, downloading CDRs and invoices, etc. We have developed a number of additional Drupal modules that can be installed on top of that which cover the rest of the business cases required by the telecom business. Additional custom modules can also be developed upon customer request.
Please note that you can buy/download third party standard Drupal themes and modules that can be used in our portal without any problem.
Home Page The system allows customers to add their company logo and to choose a custom welcome message for their CRM portal.
Languages Users are allowed to change the language of the CRM portal – the currently supported languages are English, Portuguese, Spanish, and Arabic. The default CRM language is configured in the account profile section of the admin panel – Accounts > Profile > CRM Settings. Please review “How to Create Customer Accounts” for full details about this topic.
Please note that additional languages are configured in Drupal.
Currencies The CRM Portal currency can be configured to be different than the base currency.
Please note that only subscription plans from the selected currency will be available in the portal during the subscription process. Also, one CRM Portal can use only one currency!
Navigation > Support Center This module allows customers contact the support center by email without signing into the system.
Navigation > Sign up If this module is active, customers can automatically sign into the system and create their own accounts using a step-by-step process. The module supports paypal and credit card payments and thus users can make payments during subscription. The account is generated automatically without confirmation via email.
Navigation > Sign Up Now If this module is active, customers can automatically sign into the system and create their own accounts using a one-step process. They will receive a confirmation email and after they click on the link in the email their account will be generated.
Please note that in order to use this module you must have a valid Authorize.net account.
Request new password This module allows a user who has forgotten his/her passwords to request a new one – the new password is send to his/her email address.
Forgot username If the end user has forgotten his/her username he can request a new one – the new one will be send to the user’s email address.
Login In order to login into the CRM users have to enter a valid username and password. Please note that you set the customers login name and password in their account profiles in the Admin system – Accounts >Profile >CRM Settings. Please review “How to Create Customer Accounts” for full details about this topic. After login users have access to the functionalities administrators have allowed for them – depending on the modules installed they can check account details, download invoices, make payments, view reports, manage subscriptions, set caller IDs and speed dials, set devices, use the callback service, etc.
Current Balance The account current balance is always displayed on the home page of the portal.
Account The CRM portal allows users to manage their account details:
Account Details This module allows users to see summarized information about their accounts.
Account Notification Here users can see all notification emails that used for their accounts.
Auto TopUp This module allows users to set automatic account recharge when their balance reaches a certain amount – they can choose the top-up amount and the balance threshold.
Reports The portal allows users to check all the necessary details about their activities:
Support Center This module allows users to send requests to support via email. Users have to enter their names and contact details as well as their message. “Your Email Address” is the email address where users will receive a confirmation that the message was delivered to support. The support email address is specified in the Admin panel.
Top Up -> PayPal This module allows users pay through PayPal (a valid PayPal accounts is needed to use it)..
Top Up -> Voucher Users may recharge their accounts through vouchers with this module – every voucher has a unique number that has to be entered so that the member’s balance can be recharged.
Top Up -> Credit Card This module allows you to pay by credit card. In order to use the credit card module you need to have a valid Authorize.net account. Please note that the module does not store credit cards information on the local database. If you want to keep credit card details you need to have a valid Authorize.net CIM account.
Transfer Funds Users may transfer all or part of their balances to other account in the same system – they need to enter the amount and the account ID to which the money will be sent.
Web Callback This module enables users to make calls directly through the CRM system.
Web Callback > Scheduled Callback This feature shows a list of all scheduled callbacks.
Web Callback > Make Callback In order to make a callback the user needs to enter his/her callback number and click “Callback now” – a notification “Callback request is sent successfully” will be displayed. The server will accept this request and will dial the callback number – after picking up the users will hear an IVR asking them to dial the number they wish to call. The system will dial this number and a call will be established between the two parties.
Web Callback > Callback rates This functionality allows users to check the total price of the callback they wish to make. Every callback is in fact 2 separate calls: (1) from the system to the user’s number and (2) from the system to the number the user is calling – as a result the rate of the call is a sum of both call rates.
Caller ID This module is used when the authentication method is by number. Here users add all numbers through which the system will authenticate them.
Devices The CRM portal has two modules that allow managing of VoIP devices – one is applicable for the retail business and the other one for the wholesale and enterprise businesses.
Devices Basic This module allows retail users to manage endpoints and configure digest authentication.
Devices Advanced This module allows advanced management of account devices for the wholesale and enterprise business cases.
Manage Credit Cards This module allows users to check all credit cards added in the system. They can see all details about their cards and add new credit cards that will be used for payments. Users can sort the list by all parameters – depending on the information they need.
Night/Weekend Routing This module changes the route set of the accounts to Night/Weekend schedule.
Speed Dials This is modules is used for Calling cards – if users call often to specific numbers, they can add them as Speed Dial numbers and instead of typing the full number each tim, after hearing the IVR for dialing the number, they may simply press the button for the speed dial.
Subscriptions This module allows users to see, purchase and cancel subscriptions from the CRM Portal. Subscription is in fact a usage counter that enables the setting of custom volume and occurrence counters (used for volume-based billing). As each account consumes services, the usage counter will be incremented until the usage counter threshold is reached. Once the threshold is reached any further usage of services will be charged on the regular tariffs.
The CRM portal has two modules that allow managing of subscriptions – one is applicable for the retail business and the other one for the enterprise business.
Residential Subscriptions This module allows residential users purchase and cancel subscriptions through the CRM. Each subscription has the following features:
Residential subscriptions are assigned to all members of residential accounts.
Enterprise Subscriptions This module is applicable for the enterprise business case and allows users to purchase, cancel, or assign subscriptions through the CRM. Enterprise subscriptions can be assigned granularly to one or more members of the account. Each subscription has the following features:
Log out After users finish using the CRM portal they should click the “Log out” button.
Please note that for security reasons it is recommended that users always logout when they are not using the portal. |