CONNECT for iPECS: Complete Setup and Integration Guide

CONNECT for iPECS transforms your business communications by bringing all your essential cloud services into one unified platform. This comprehensive guide will help you set up, configure, and maximise your CONNECT investment.

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What is CONNECT for iPECS?

CONNECT for iPECS is more than a phone system – it’s your complete unified communications hub. Instead of juggling multiple applications throughout your day, CONNECT integrates all your essential business tools into one web-based interface.

Key Benefits:
✅ Unified Interface – Manage calls, CRM, calendar, and messaging in one place
✅ Bespoke Integrations – Custom API connections with any cloud service
✅ Productivity Boost – Eliminate repetitive tasks through automation
✅ Scalable Solution – Grows with your business needs
✅ No Hardware Required – Cloud-based with web browser access

CONNECT works seamlessly with your existing iPECS Cloud phone system to create a truly integrated business communications solution.

Getting Started with CONNECT

Initial Setup Requirements

Before configuring CONNECT for iPECS, ensure you have:

Prerequisites:

• Active iPECS Cloud subscription
• Administrative access to your systems
• Stable internet connection (minimum 2Mbps per user)
• Compatible web browser (Chrome, Edge, Firefox, Safari)
• API access credentials for integration services

First Login and Dashboard Overview

1. Access Your Portal
   • Navigate to your CONNECT login URL provided by Yellowcom
   • Use your iPECS credentials to sign in
   • Complete initial security verification
2. Dashboard Orientation
   • Left Panel: Communication tools (calls, chat, video)
   • Centre Screen: Active conversations and call history
   • Right Panel: Contact management and integrations
   • Top Menu: Settings, analytics, and admin functions
3. Initial Configuration
   • Set your availability status
   • Configure notification preferences
   • Test audio/video functionality
   • Import existing contacts

Need help with your iPECS setup? Our phone system maintenance team can assist with configuration.

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CRM Integration Hub

CONNECT’s CRM integrations eliminate data silos and streamline your customer interactions. Here’s how to configure the most popular platforms:

HubSpot Integration Setup

Step 1: Enable HubSpot Connection

1. Navigate to Settings > Integrations > CRM
2. Select HubSpot from the available options
3. Click Connect and authorise Yellowcom access
4. Select data synchronisation preferences

Step 2: Configure Features

• Contact Sync: Automatically import HubSpot contacts
• Screen Popping: Display contact records on incoming calls
• Activity Logging: Auto-log calls to contact timelines
• Click-to-Dial: Call directly from HubSpot records

Step 3: Test Integration

• Make a test call to a HubSpot contact
• Verify call logging appears in HubSpot
• Check screen pop functionality

Salesforce CONNECT Integration

Requirements:

• Salesforce Professional edition or higher
• API access enabled
• Admin privileges in both systems

Setup Process:

1. Install CONNECT App from Salesforce AppExchange
2. Configure OAuth Connection using provided credentials
3. Map Data Fields between CONNECT and Salesforce
4. Set Call Routing Rules based on Salesforce data
5. Test Synchronisation with sample contacts

Advanced Features:

• Lead Qualification: Route calls based on lead scoring
• Opportunity Tracking: Link calls to sales opportunities
• Case Management: Create support cases from calls
• Reporting Integration: Include call data in Salesforce reports

Microsoft Dynamics 365 Setup

Preparation:

• Ensure Dynamics 365 admin access
• Verify API permissions are enabled
• Note your Dynamics organisation URL

Configuration Steps:

1. Access CONNECT Admin Panel
2. Select Microsoft Dynamics integration
3. Enter your organisation URL and credentials
4. Choose synchronisation frequency (real-time recommended)
5. Map contact fields to CONNECT data structure
6. Enable activity tracking for comprehensive records

Zoho CRM Configuration

Quick Setup:

• API Key Generation: Create API key in Zoho CRM settings
• Permission Scopes: Grant CONNECT read/write access to contacts, calls, tasks
• Data Mapping: Configure field relationships between systems
• Webhook Setup: Enable real-time updates between platforms

Custom CRM Integration Options

Don’t see your CRM listed? CONNECT can integrate with virtually any system that has an API. Our development team creates bespoke connections for:

• Property Management Systems (for estate agents)
• Practice Management Software (for healthcare/legal)
• Project Management Tools (for construction/professional services)
• Industry-Specific Platforms (hospitality, education, retail)

Contact our technical support team to discuss custom integration requirements.

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Microsoft & Google Integration

Microsoft 365 Integration

Outlook Integration Benefits:

• Calendar Sync: View colleague availability in real-time
• Contact Sync: Access all Outlook contacts within CONNECT
• Email Integration: Link communications for complete customer history
• Teams Compatibility: Works alongside Microsoft Teams

Setup Instructions:

1. Enable Microsoft Integration in CONNECT settings
2. Grant Permissions for calendar, contacts, and email access
3. Configure Sync Preferences (one-way or bi-directional)
4. Test Functionality with calendar appointments and contact searches

Advanced Features:

• Meeting Integration: Join Teams meetings directly from CONNECT
• Presence Sync: Share availability status across platforms
• Document Sharing: Access OneDrive files during calls

Google Workspace Setup

Gmail and Calendar Integration:

• Contact Synchronisation: Import Gmail contacts automatically
• Calendar Integration: View Google Calendar events in CONNECT
• Call Logging: Automatically create calendar events for important calls
• Screen Popping: Display contact information from Gmail

Configuration Process:

1. Authorise Google Account through CONNECT settings
2. Select Sync Options for contacts, calendar, and email
3. Configure Screen Pop Rules for incoming calls
4. Set Up Call Logging preferences and templates

This integration works perfectly with your cloud phone systems to create a seamless communication experience.

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Productivity Integrations

Project Management Tools

Asana Integration:

• Task Visibility: View assigned tasks within CONNECT interface
• Project Updates: Create tasks directly from call summaries
• Team Coordination: See project status during team calls
• Time Tracking: Log call time against specific projects

ClickUp Setup:

• Workspace Connection: Link ClickUp workspaces to CONNECT
• Task Management: Create and update tasks from call notes
• Progress Tracking: View project milestones during client calls
• Team Availability: Check team member workload before transferring calls

Time Tracking Integration

Clockify Integration Benefits:

• Automatic Time Tracking: Start/stop timers directly from CONNECT
• Call Time Logging: Automatically track billable call time
• Project Association: Link calls to specific client projects
• Reporting Integration: Include call time in project reports

Setup Process:

1. Connect Clockify Account via API integration
2. Map Projects between CONNECT and Clockify
3. Configure Auto-Tracking Rules for different call types
4. Set Up Billing Categories for accurate time allocation

Zapier Automation Workflows

Popular Automation Examples:

• Lead Generation: New call → Create lead in CRM → Send follow-up email
• Support Tickets: Missed call → Create support ticket → Notify team
• Meeting Scheduling: Call summary → Create calendar event → Send invitation
• Data Backup: Important call → Save recording to cloud storage → Update database

Creating Your First Zap:

1. Connect CONNECT as trigger app in Zapier
2. Choose Trigger Event (new call, missed call, call ended)
3. Select Action App (your CRM, email tool, or project management system)
4. Configure Action (create record, send email, update status)
5. Test and Activate your automation workflow

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Advanced Features Deep-Dive

ENGAGE Web Chat Setup Guide

ENGAGE transforms your website into a customer engagement hub with AI-powered chat, voice, and video calling capabilities.

Installation Process:

1. Generate Widget Code in CONNECT admin panel
2. Customise Appearance to match your brand colours and style
3. Configure Chat Options:
   • ✅ AI-powered responses via ChatGPT integration
   • ✅ Instant voice calling from browser
   • ✅ Video chat escalation
   • ✅ Screen sharing capabilities
4. Add Code to Website (usually in footer before closing </body> tag)
5. Test Functionality across different devices and browsers

Advanced ENGAGE Features:

• Smart Routing: Direct chats to appropriate team members
• Business Hours: Automatically switch between live chat and AI
• Chat Transcripts: Save all conversations for quality review
• Analytics Integration: Track engagement metrics and conversion rates

Sidekick AI Assistant Configuration

Sidekick uses artificial intelligence to automatically transcribe, summarise, and analyse your calls.

Setup Requirements:

• CONNECT for iPECS subscription
• Call recording enabled
• Minimum call duration settings

Configuration Steps:

1. Enable Sidekick in CONNECT advanced features
2. Set Recording Preferences:
   • All calls or specific types only
   • Internal calls inclusion/exclusion
   • Customer consent requirements
3. Configure AI Analysis:
   • Sentiment Analysis: Track customer satisfaction scores
   • Action Items: Automatically identify follow-up tasks
   • Call Summaries: Generate digestible call overviews
   • Keyword Detection: Flag important topics or compliance issues
4. CRM Integration Setup:
   • Enable automatic call summary logging
   • Configure which CRM fields to populate
   • Set up team notification preferences

Using Sidekick Effectively:

• Review Summaries: Check AI-generated call summaries for accuracy
• Action Management: Use suggested action items for follow-up tasks
• Team Training: Use sentiment scores to identify coaching opportunities
• Compliance Monitoring: Track calls for regulatory requirements

WhatsApp Business Integration

With over 2 billion users worldwide, WhatsApp Business integration brings customer conversations directly into CONNECT.

Prerequisites:

• WhatsApp Business account
• Verified business profile
• Facebook Business Manager access

Setup Process:

1. Connect WhatsApp Business account through CONNECT settings
2. Configure Message Routing:
   • Assign team members to handle WhatsApp messages
   • Set up automated responses for common queries
   • Configure business hours and out-of-office messages
3. Website Widget Setup:
   • Generate WhatsApp button code for your website
   • Customise message templates for different pages
   • Set up department-specific routing
4. Team Training:
   • Brief staff on WhatsApp business etiquette
   • Create response templates for frequent questions
   • Establish escalation procedures for complex queries

Best Practices:

• Response Times: Aim for under 15 minutes during business hours
• Professional Tone: Maintain business communication standards
• Media Sharing: Use images and documents to enhance support
• Privacy Compliance: Ensure GDPR compliance for customer data

Click to Dial Browser Extension

The Click to Dial extension eliminates manual dialing and reduces errors.

Installation Instructions:

1. Download Extension from Chrome Web Store or Firefox Add-ons
2. Connect to CONNECT using your login credentials
3. Configure Preferences:
   • Set default calling format (local/international)
   • Choose click-to-dial behaviour (immediate or confirm)
   • Configure number recognition patterns

Supported Websites:

• CRM Platforms: Automatically detect contact phone numbers
• Business Directories: Call prospects directly from listings
• Email Platforms: Dial numbers mentioned in emails
• Social Media: Contact prospects from LinkedIn or Facebook

Productivity Benefits:

• Time Saving: Reduce dialing time by up to 80%
• Error Reduction: Eliminate mis-dialed numbers
• Call Logging: Automatically log calls to CONNECT
• Integration: Works with all CONNECT CRM integrations

AI On-Hold Message Setup

AI On-Hold creates professional, branded messages automatically using artificial intelligence.

Getting Started:

1. Access AI On-Hold from CONNECT advanced features menu
2. Brand Configuration:
   • Upload company logo and colours
   • Set brand voice and tone preferences
   • Configure music style and volume
3. Content Creation:
   • Automatic Generation: AI creates messages from your website content
   • Custom Prompts: Add specific promotional messages or announcements
   • Seasonal Updates: Schedule messages for holidays or special events
   • Compliance: Include required regulatory statements
4. Voice Selection:
   • Choose from professional voice options
   • Select accent and speaking style
   • Preview messages before activation

Advanced Features:

• Dynamic Content: Messages update automatically based on website changes
• A/B Testing: Test different message versions for effectiveness
• Analytics: Track caller engagement and message performance
• Multi-Language: Create messages in different languages for diverse customers

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Troubleshooting & Common Issues

Connection Problems

Issue: Cannot Connect to CONNECT

• Check Internet Connection: Ensure stable broadband connection
• Browser Compatibility: Use supported browsers (Chrome, Edge, Firefox, Safari)
• Clear Cache: Remove browser cache and cookies
• Firewall Settings: Ensure CONNECT domains are whitelisted
• VPN Issues: Disable VPN if causing connection problems

Issue: Poor Audio Quality

• Bandwidth Check: Ensure minimum 2Mbps per user
• Headset Testing: Use recommended headsets for better audio
• Background Applications: Close bandwidth-intensive programs
• Network Prioritisation: Configure QoS settings for voice traffic

Integration Failures

CRM Integration Not Working:

1. API Credentials: Verify API keys are correctly entered
2. Permissions: Ensure CONNECT has necessary CRM permissions
3. Rate Limits: Check if API rate limits are exceeded
4. Field Mapping: Verify custom fields are mapped correctly
5. Test Connection: Use integration test tools to diagnose issues

Microsoft/Google Sync Issues:

• OAuth Refresh: Re-authorise account connections
• Permission Scopes: Verify all required permissions are granted
• Sync Frequency: Adjust synchronisation intervals
• Conflict Resolution: Set up rules for handling data conflicts

Call Quality Issues

Common Causes and Solutions:

• Jitter and Latency: Contact connectivity team for network optimisation
• Echo Problems: Check headset configuration and room acoustics
• Dropped Calls: Verify network stability and firewall settings
• One-Way Audio: Check microphone permissions and device settings

Quality Monitoring:

• Use CONNECT’s built-in call quality metrics
• Monitor network performance during peak hours
• Document call quality issues with timestamps
• Work with IT team to optimise network for VoIP

Login and Access Problems

Forgotten Passwords:

1. Use password reset function on login page
2. Check email for reset instructions
3. Contact system administrator for manual reset
4. Verify email address is correctly configured

Multi-Factor Authentication Issues:

• Ensure mobile device time is synchronised
• Use backup authentication codes if available
• Contact support for MFA reset if required
• Update authentication app if experiencing problems

Performance Optimisation

Slow CONNECT Performance:

• Browser Optimisation: Use latest browser versions
• Extension Conflicts: Disable conflicting browser extensions
• Memory Management: Close unnecessary browser tabs
• Cache Management: Regular cache clearing improves performance

Large Organisation Setup:

• User Groups: Organise users into logical groups
• Bandwidth Allocation: Plan network capacity for peak usage
• Server Location: Consider data centre proximity for best performance
• Monitoring Tools: Implement network monitoring for proactive management

Frequently Asked Questions

General Questions

Q: What’s included with CONNECT for iPECS? A: CONNECT includes unlimited integrations, basic CRM connections, Microsoft/Google sync, Click to Dial extension, and standard support. Advanced features like ENGAGE, Sidekick AI, and WhatsApp are available as add-ons.

Q: Can CONNECT work with our existing phone system? A: CONNECT is designed specifically for iPECS Cloud systems. If you’re using a different phone system, consider upgrading to iPECS Cloud for full CONNECT compatibility.

Q: How many integrations can we set up? A: There’s no limit to the number of integrations. CONNECT’s API-driven architecture supports unlimited connections to any cloud service with an available API.

Technical Questions

Q: What internet connection do I need for CONNECT? A: Minimum 2Mbps per concurrent user, with dedicated bandwidth recommended for optimal performance. Our business broadband packages are optimised for VoIP and CONNECT usage.

Q: Is CONNECT secure for sensitive business data? A: Yes, CONNECT uses enterprise-grade encryption, secure API connections, and follows UK data protection regulations. All integrations use OAuth2 authentication for maximum security.

Q: Can we use CONNECT on mobile devices? A: CONNECT is web-based and works on mobile browsers. For the best mobile experience, consider the iPECS ONE mobile app which integrates with CONNECT features.

Pricing and Licensing

Q: How is CONNECT priced? A: CONNECT pricing is based on the number of users and features required. Contact our sales team for a customised quote based on your specific needs.

Q: Can we try CONNECT before purchasing? A: Yes, we offer free demonstrations and trial periods for qualified businesses. Book a consultation to arrange your CONNECT trial.

Q: What support is included? A: All CONNECT subscriptions include setup assistance, basic training, and technical support. Premium support packages are available for complex integrations and priority assistance.

Integration Questions

Q: How long does CRM integration take? A: Standard CRM integrations (HubSpot, Salesforce, etc.) typically take 1-2 hours. Custom integrations may require 1-5 days depending on complexity.

Q: Can CONNECT integrate with industry-specific software? A: Yes, our development team creates custom integrations for industry-specific platforms including property management, practice management, and specialized vertical applications.

Q: What happens if our CRM updates or changes? A: CONNECT integrations are designed to handle standard updates automatically. Major CRM changes may require integration updates, which we provide as part of your support package.