Get Started with the Freshsales Connector

The Rainbow CRM Bridge for Freshsales will add real time communication and collaboration capabilities to the Freshsales instance by integrating the company telephony system and Freshsales.

Connector Overview

The Rainbow CRM Bridge for Freshsales is available as a browser extension and can be downloaded from Chrome Web Store. This browser extension fetches Rainbow contacts information and provides functionality that majorly includes conversations, automatic display of CRM contact information on incoming calls, dialing out CRM contacts, audio calls and calls history.

Rainbow CRM Bridge connector will deliver the following features to Freshsales user:

• Click to call from Contacts
• On incoming call, corresponding record cards displayed in the RB client in case of multiple matching records (contacts).
• On incoming call, selection of which record to open in case of multiple matching records
• On incoming call, Record Screen Pop in a new tab in case of single match
• On unknown incoming call, new contact record creation or new case record creation.
• Note Taking during a call to be recorded in the Call logs
• Activity Log (Incoming and Outgoing calls): Date, Time, Type, Duration, Call result.
• Activity Log for incoming calls in Nomadic mode
• Direct Dialling (CTI Calls)
• Embedded collaboration/communication features in the Rainbow connector client (Conversation, Conference, Bubble management, Call transfer, Contact management, Invitations, DTMF…)
• Desk phone, Work mobile phone and Computer mode (VoIP) handling
• Rainbow CCD users support: Wrap-up, Withdraw, LogOn, LogOff from the connector (IPDSP)
• Rainbow Hub users support
• Enable/Disable incoming call ring tone
• Available in EN, FR and DE
• SSO Ready

Installation Pre-requisites

The list of pre-requisites and configurations required to setup and run Rainbow CRM Bridge application is segmented into 4 broader categories.

Rainbow Subscription & PBX Configuration

Equipment Configuration

An equipment should be configured with Server Type as OmniPCX Enterprise or OmniPCX Office Connect. Activation of WebRTC gateway option should be enabled (if this feature is needed).

Licenses

1. Essential license is required for WebRTC audio and video call.
2. Essential license is required for WebRTC audio and video call.
3. Essential license is required for telephony call with basic functionality i.e. Dial, Answer and hang-up.
4. Business license is required for call held and retrieve functionality for telephony call.
5. Business license is required for VOIP user functionality.
6. Enterprise license is required for conference call.

PABX – ALCATEL LUCENT

Version

• OmniPCX Enterprise firmware version should be v12 or higher.
• OXO Connect R3.x or higher.

Configuration

• OmniPCX Enterprise or OmniPCX Office Connect must paired with Rainbow
• A SIP trunk should be configured between WebRTC Gateway (VM) and OmniPCX Enterprise or OmniPCX Office Connect.
• Remote extensions should be configured for pure VOIP users.
• Remote extensions should be configured and associated with desk phones for Rainbow Nomadic users.

Licenses

1. Licenses are required to create remote extensions in OmniPCX Enterprise or OmniPCX Office Connect.
2. SIP trunk licenses are required to create a SIP trunk between OmniPCX Enterprise or OmniPCX Office Connect and WebRTC Gateway (VM).

Freshsales

The Rainbow CRM Bridge connector works with Freshsales instance as an external chrome extension. The Rainbow CRM Bridge connector application requires an Freshsales subscription.
The Rainbow CRM Bridge connector application acts as a central hub with different communication channels. One end is communicating with Rainbow Server using Rainbow WebSDK for different business operations and the other end is bridging with Freshsales Open CTI link.

The Rainbow CRM Bridge connector Subscription

The Rainbow CRM Bridge connector will need a Rainbow Connect subscription for Freshsales each user that will access the connector proposed functionalities.
The Rainbow Connect subscription can be performed via the Rainbow Administration interface where the service will be proposed. 4 levels of subscription will be proposed:

• Rainbow Connect 1 Month
• Rainbow Connect 1 Year
• Rainbow Connect 3 Year
• Rainbow Connect 5 Year

Rainbow CRM Bridge connector Deployment

Please refer to the Deployment Guide included in this article to perform the installation of the Rainbow CRM Bridge: