3CX CRM Integration Module
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3CX CRM Integration Module

CRM IntegrationIntegrate Salesforce, Microsoft Dynamics, SugarCRM, Act! and Google Contacts with 3CX Phone System using the 3CX CRM Integration Module.

IMPORTANT: This module works with 3CX Phone System 10 and 11. Previous versions of 3CX require 3CX Assistant instead.

What is the 3CX CRM Integration Module?

The 3CX CRM Integration Module is a Windows application residing in the system tray that allows you to integrate 3CX Phone System with different CRM systems. The module provides out of the box integration with Salesforce, Microsoft Dynamics CRM, ACT!, SugarCRM and Google Contacts. The integration with other CRM systems can be easily achieved by creating custom plugins.

When a call arrives into your extension, you will be notified about it with a screen pop-up containing the information of the contact that is calling you. The 3CX CRM Integration Module does this by searching the CRM system that you are using. If the caller ID matches one of your contact’s phones, the contact’s information will be shown in a screen pop-up.

System Requirements

In order to use the 3CX CRM Integration module, you need to have 3CX MyPhone and 3CX MyPhone Desktop Components locally installed. More information available here.

3CX MyPhone does not require any special configuration to enable inbound call notifications. Just installing the 3CX CRM Integration module will enable notifications if you have a commercial edition of 3CX Phone System.

Installation

Download the 3CX CRM Integration module.

Launch the 3CX CRM Integration Setup wizard and follow the instructions. The 3CX CRM Integration module consists in a main application and plugins for each CRM. The main application is always installed, and you can choose the plugins to install such as Salesforce, Microsoft Dynamics, Act!, SugarCRM and Google Contacts.

If you just require the main CRM application to work in correlation with a custom plugin, select the Custom installation by not choosing to install the listed plugins.

Configuration

CRM Integration Module Configuration

CRM Settings

This section allows you to customize the general CRM settings:

  • Screen Pop-up. The screen pop-up is automatically shown when an inbound call arrives to your extension, which displays the contact information. You can configure the screen pop-up behavior to:
    • Do not show screen pop-up: the screen pop-up is not shown when an inbound call arrives.
    • Manually close screen pop-up: you must click the ‘Close’ button otherwise it will remain opened.
    • Automatically close screen pop-up when call ends.
    • Automatically close screen pop-up when call is answered.
    • Automatically close screen pop-up after a number of seconds.
  • Automatically open contact record on match: when the caller ID is matched to a contact phone, the contact information can be shown in the screen pop-up or directly in your CRM, depending on how you configure this setting.
  • Prevent CRM pop-up from stealing focus: this setting allows you to keep the focus on your application when the pop-up is shown.
  • Show screen pop-up always on top: enabling this option will show the pop-up always on top of other windows, so you don’t miss it, but not necessarily stealing the focus.
  • Outbound Calls. When launching outbound calls directly from your CRM, you may add a prefix in order to select a route in 3CX Phone System. This avoids the need of editing contacts in your CRM to include the external line prefix.
  • 3CX CRM Integration Startup. Here you can configure the module to be automatically launched when Windows starts.

CRM Plugins

The 3CX CRM Integration module works with CRM plugins, allowing multiple CRM applications to be supported. The module provides out of the box integration with Salesforce, Microsoft Dynamics CRM, Act!, SugarCRM, Google Contacts, and custom plugins for other CRM systems can be easily created.

This section allows you to change plugin settings. When selected, the left pane shows a tree, which enables you to change the query order and the configuration of each plugin.

CRM Integration Plugins

Plugin Query Order

In some rare situations, you may have contacts in different CRM systems, and may want to query every CRM when searching for contacts. In that scenario you need to define the query order. If the caller ID is matched with Contacts in more than one CRM, this setting will determine which of them is to be used. You can move plugins up and down, or press the delete button to disable it.

Plugin Configuration

When you select a plugin from the tree, the right side pane will show the configuration for that plugin. Here you will find more information on how to configure the provided plugins:

  • Configuring Salesforce plugin
  • Configuring Microsoft Dynamics CRM plugin
  • Configuring Act! Plugin
  • Configuring SugarCRM plugin
  • Configuring Google Contacts plugin
  • Configuring Custom plugin

Plugin status CRM Integration Plugin Status

You can monitor the status of each plugin in the Plug-in Status tab. Each of your individual plugins will be shown on an individual row (for example, Salesforce, Microsoft Dynamics, Act!, SugarCRM and Google Contacts), together with the status of the plug-in which can be one of the following::

  • Disabled: When the plugin is disabled, you will see that its background appears to be greyed out
  • Working: When the plugin is enabled and working, its background color is changed to green.
  • In Error: When the plugin is enabled but not working properly, its background color is changed to red, and its icon and description indicate that an error has been encountered.

The screen Pop-upCRM Integration screen pop-up

When an inbound call arrives to your extension, depending on your configuration, a screen pop-up is automatically shown, containing the related contact information that has been retrieved from your CRM.

The screen pop-up can be manually closed at any time, or you can leave it to be automatically closed by the application if you have configured it that way.

You may automatically open the contact record in your CRM by selecting the “Click to open the contact record” link.

When a contact is not found in your CRM, you can choose to create it. To do this, click the CRM Integration - Create new contact“Click to create a new contact record” link. The following form will be displayed, and you will be able to fill the contact information.

You may choose to create the contact in any enabled CRM. Pressing the “Create Contact” button, the application will try to create the contact and will notify you about the result.

Skype Contacts

In order to make this module work with Skype contacts, you need to store them with the “skype:” prefix. For example, if you have a contact with Skype ID “MyContactSkypeId”, you need to store it as “skype:MyContactSkypeId”. When the 3CX CRM Integration module detects that prefix, it does not remove non digit characters when making outbound calls, so the call can be made using the Skype ID.

Also, inbound calls from Skype contacts are matched using the “skype” prefix, so the screen pop-up will show the right information in those cases too

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