I am not sure if I am posting this in the correct thread, but I need help please!

My configuration is Sugar CRM CE on 5.2 on it's own server and my FreePBX on its own server with Isymphony. So, here is what I am trying to accomplish.

Customer Calls us and they are a new customer. We use their Caller ID to create a new contact in which we will ask them for their email address and name and add notes to their file, and when the phone call ends, we will end up sending them an email in regards to the item they wanted to purchase over the phone and conversation notes. If they respond the the email, or call again, any prior correspondence will be saved in Sugar. And we are on Microsoft Exhchange Server 2003.

So, this is where I need help. What plug in's should we use, and how should I configure this to work flawlessly? I am currently using the trial MS Outlook Sugar Plug-in, but we cannot check our email from Sugar this way. Does anyone have any other suggestions?

Also, we need caller ID cleanup so no matter how the caller ID comes in, all contacts, accounts, etc should be searched for the phone # and it should work.

Please help as I am very new to this and need to get this working hopefully soon. Also, please post your ideas on workflow and how that would work out.

My idea so far is: Customer calls, we click into Sugar. Once we are done speaking to them in Sugar, we can email them outgoing directly from Sugar, and we are all ready to go. If they call again, they will pop up in Sugar if I am not correct.

Then all email recieved will be in Outlook since there is no Sugar to Exchange tool. And every email will have to be archived to Sugar and new contacts will need to be made each and every time. Please let me know if there is a better more automated way to make this all happen. Thank you.

Neil Ghuman
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