3CX CRM Integration overview

3CX Assistant includes a CRM Integration module to allow it to integrate with Microsoft Outlook or Salesforce.com When a call arrives to your extension, you will be notified about it with a screen pop-up containing the information of the contact that is calling you. In order to do this, the CRM integration module searches in Microsoft Outlook Contact folder or Salesforce Contact and Lead tables. If the callerid matches an entry in the CRM application database, the contact’s information will be shown in the screen pop-up. If the Caller ID is not matched, you are also provided the option to save this contact as a new contact. 3CX CRM can also be configured to store call information in Outlook Journal or Salesforce too.

Supported Applications
Currently 3CX CRM integrates with Microsoft Outlook 2003, 2007 and SalesForce

Requirements

3CX Assistant CRM Integration requires the following:

• Windows XP, Vista, Windows 7
• .NET framework version 2.0 or higher
• 512Mb Ram or higher, Pentium4 processor or up (depending on OS and also on contact folder size.
• Microsoft Outlook 2003/2007 (for Microsoft outlook integration)
• Port 5534 to be free for Salesforce integration

Installation

3CX Assistant CRM Integration is installed as a part of 3CX Assistant. When installing the 3CX Assistant, you will be prompted to choose which CRM plug-in you want to also install.
If Outlook is selected, then the outlook plug-in is registered with outlook at install stage for that current user only. If Salesforce is selected, you will be prompted to enter the Username, Password and Security token for your salesforce account.

If CRM is enabled at installation stage, it will work out of the box only for the user that is installing the Assistant. Other users on the same machine will not have CRM enabled and will have to do this manually by clicking on Preferences, Options, Enable CRM Integration checkbox. When you press OK, the CRM Wizard will launch per user and the configuration process starts.

Microsoft Outlook Add-On Configuration

The Microsoft Outlook add-on is pretty straightforward. There is nearly no configuration needed. Install the Assistant with Outlook enabled and after the installation is over, Outlook can be launched.
You will see a balloon tip notification informing you that Plugins are working correctly.

Go to the Assistant and click File, CRM, CRM Plugins. You can choose whether to store call information in Microsoft Outlook Journal and clicking on the refresh button will query outlook for any Outlook Contact / Exchange Public folders available.

SalesForce CRM Addon Configuration

You can enable Salesforce integration checking the “Enable Salesforce Plug-in” option. If you also want to automatically register call information in the Contact’s activity history, you must check the “Store Call Information in Salesforce” option.
You must fill the Login Information section with your Salesforce user account information. If you don’t have a Security Token yet, login to Salesforce using the web interface and go to Setup, My Personal Information, Reset My Security Token.

You can change the maximum digit length to compare to in the Contact Lookup section. When an inbound call arrives to your extension, the caller ID may have different formats depending on your PSTN or VoIP Provider. It could have international format (including the country code), national format (including the region or city code), or local format (including only the local number).

Also, you may have created your Contact’s phones in Salesforce with prefixes that are not present in the caller ID, such as mobile phone prefixes. In order to match the caller ID with the contact’s phone in theses cases, you need to specify this parameter. The system will compare the last N digits of the caller ID with the last N digits of your contact’s phone, where N is the specified maximum digit length to compare. Usually this parameter should be the length of your local number. With a higher number you get more accuracy, but you may possibly not match the caller ID with some contact. With a lower number you get less accuracy (with possible false positives), minimizing the possibility of a no match.