Introduction

Omfax Systems has worked closely with MIS-AMS to integrate the Keyfax scripting tools into their SQL ActiveH applications, allowing tasks to be defined in scripts, then generated directly within the SQL ActiveH Repairs and CRM. The MIS-AMS SQL ActiveH Repairs and CRM applications have been designed to cater for a variety of integration requirements without the need to recode either Keyfax (Inter•View) or the MIS-AMS SQL ActiveH applications.

MIS-AMS have developed an interface with their SQL ActiveH Repairs and CRM applications which expose their Back Office SQL Server Database through a series of structured objects which Keyfax uses via an XML configuration document to read and write relevant Keyfax data. Using Keyfax (Inter•View) Administrator Tools it is possible to configure the interaction between the two systems.

Four new facilities have been provided in the Administration Tools, which create tasks, specific to MIS-AMS. These are as follows:

• Repairs Inspection Task A SQL ActiveH Repairs request is raised by generating SoR codes within Repairs Diagnostic scripts. These are then returned to SQL ActiveH Repairs, to create repair 'tasks'. If a repair request task(s) need pre or post inspection, then these are required to be raised in addition to the SoR code(s). An inspection can also be raised without repair request 'task' (SoR) items, with the fault description used as the inspection request text.

• CRM System Mail merge Letter Task A SQL ActiveH System Mailmerge task is raised by creating a Mailmerge template and referencing this within a script. The template defines the MIS-AMS CRM Merge type and Letter. Databoxes are used as the merge fields in the Letter.

• CRM System Email task A SQL ActiveH System Email task is raised by creating an Email template and referencing this within a script. This template defines the email subject and body. Databoxes are used as the merge fields in the email body and the To/From addressees.

• CRM Desktop User Task An SQL ActiveH System User task is raised by creating an Action template and referencing this within a script. This template defines the task description. Databoxes are used as associated data items recorded in the MIS-AMS database.

Additionally, the following can be created upon returning to CRM:

• CRM Logged Call Since version 4.0.0.7 of the Keyfax Client, it is possible to return just Call Level items (i.e. no task or repair) to CRM. This creates a 'logged call' entry in CRM. Defaults can be supplied for any of the Call Level items i.e. Classification, CallType (aka Category), CallSource and Priority.