To use Connect, you must already have a Dimensions solution configured. Contact your communications supplier or Dimensions Technologies for more information

Installation

Connect is a Softphone client available for users of Dimensions. To enable Connect, configuration within both Dimensions and Zendesk is required.

NOTE:_ For information on the full features of Connect, please refer to the documentation.

Prerequisites

To install Connect, the following user accounts will be required:

Dimensions user with 'Manage Users' & 'Manage Billable Items' permissions.* Zendesk user with permissions to install and manage applications

Installation Steps

Please follow the steps below to deploy Connect:

On Dimensions, ensure all users have the following permissions: * 'Website Access' * 'CRM User'
On Zendesk, install Connect from the Marketplace
Complete the Connect Settings as per the information below.

NOTE:_ Only users who have an Essential User role on Dimensions can be given the 'CRM User' role.

Connect Settings

Please configure the settings below to complete the installation.

Title

If required, the default name of 'Connect' can be overridden. This appears on the Title bar of the application within Zendesk.

Log calls as comments on tickets

Controls whether Connect adds a 'Note' automatically to tickets with call details. If 'Call Recording' is enabled on your communications platform, this includes a link which provides playback features.

NOTE:_ Users will only be able to play recordings if they have specific permission to do so within Dimensions.

Dimensions region

Enter the region code for your Dimensions instance:

Australia -> au
Europe -> eu
North America -> na
UnitedKingdom -> uk

NOTE:_ If you are not sure of the region, please contact your communications system provider.

Enable role restrictions

If required, restrict access to the app to specific roles within Zendesk.

Enable group restrictions

If required, restrict access to the app to specific groups within Zendesk.

Logging In

The installation should now be complete and the Connect client should be visible within the Zendesk interface:

To sign in, click the 'Log In' button. You should be presented with a Dimensions login window:

You now need to authenticate with Dimensions. Enter you Dimensions credentials or use Single Sign-On. Once authenticated, you should be presented with the Connect idle screen:

Dimensions Connect for Support

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