Integrate 3CX Phone System Pro with Microsoft Dynamics CRM
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Integrate 3CX Phone System Pro with Microsoft Dynamics CRM

Microsoft Dynamics CRM Integration

This guide shows you how you can fully integrate Microsoft Dynamics CRM with 3CX Phone System 10

On this topic

Microsoft Dynamics CRM Integration

Introduction

System Requirements

Deploying the Microsoft Dynamics CRM Integration

Configuring the Microsoft Dynamics CRM Plugin

General configuration

Microsoft Dynamics CRM configuration

Launching Calls from Microsoft Dynamics CRM

Importing Customizations on Microsoft Dynamics CRM 2011, 2013, 2015 & 2016

Introduction

3CX provides out of the box integration with Microsoft Dynamics CRM. This integration allows showing the contact record on inbound calls, saving the call information in the contact’s activities, and launching outbound calls to your contacts directly from the Microsoft Dynamics CRM web interface.

System Requirements

  • 3CX v15 PRO edition
  • The 3CX client for Windows installed and running
  • Microsoft Dynamics CRM 2011 / 2013 / 2015 / 2016

Deploying the Microsoft Dynamics CRM Integration

In order to deploy the Microsoft Dynamics CRM integration to your users, please follow these steps:

  1. From the 3CX Management Console you need to download the plugin from the 3CX update server to your 3CX server. Go to “Dashboard > Updates” Page. From the Integration category select “MicrosoftDynamicsCRM” and press “Download.”
  2. To assign the Microsoft Dynamics CRM plugin to an Extension, go to the “Extensions” page from the management console. Select the extension and click Edit, then navigate to the Integration tab. Enable Integration and select the MicrosoftDynamicsCRM.zip from the list.
  3. Repeat the previous step for each extension you need to be set with Microsoft Dynamics CRM integration.

After completing these steps, and once the 3CX client is provisioned, the integration package will be received from the 3CX server and will be ready for use by the extension.

Configuring the Microsoft Dynamics CRM Plugin

In order to open the configuration dialog, from the 3CX client for Windows, press the Settings” button.

 

Select the Advanced Settings” and then click Integration.” The configuration dialog will be shown.

General configuration

Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Microsoft Dynamics CRM (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).

If you also want to automatically register the calls in the contact’s activities, you must check the “Enable Journaling” option. When this option is set, the plugin will add a new record containing information about the call in the contact's activities, after the call has ended. If you want to create a new contact when the Caller ID is not found, just check the option.

In the Behavior section you can also change the maximum digit length to compare. When an inbound call arrives at your extension, the caller ID may have different formats depending on your PSTN or VoIP Provider. It could have an 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 phone numbers in your Microsoft Dynamics CRM with prefixes that are not present in the caller ID, such as mobile phone prefixes. In this case, to match the caller ID with the contact’s phone number, you need to specify the maximum digit length to compare parameter. Usually this parameter should be the length of your local phone number.

The Microsoft Dynamics CRM plugin will compare the final number digits of the Caller ID with the final number digits that appear in your contact’s phone number. If you configure this parameter to compare a high number of digits, there's a greater chance that the Caller ID will match up with the contact, but it's possible that the Caller ID will not always match up with some contacts. If you configure the maximum digit length to compare to a lower number of digits, you get less accuracy when matching the Caller ID with your contacts.

Microsoft Dynamics CRM configuration

Now, you need to fill the Login Information section with your Microsoft Dynamics CRM user account information. There are 3 authentication methods available:

  • On Premise: select this option when your Microsoft Dynamics CRM is configured to use integrated Active Directory authentication.
  • IFD: select this option when your Microsoft Dynamics CRM is configured as an Internet‐Facing deployment.
  • Office 365: select this option if you have a Microsoft Dynamics CRM Online subscription and login using your Office 365 account.

Depending on the selected authentication method, you can configure your account with different settings. For example, when you select “OnPremise” authentication, you may choose to use current user credentials or specify credentials for another user. When using Office 365 authentication, you just need to specify your user name, password and location.

Then, in the Contact Lookup section you can choose to look for contact information in the Contacts, Leads and / or Accounts tables, and select the lookup order in these tables. And finally, when opening a contact record, you can specify if you want it opened in your default browser, or configure the plugin to open the contact record in another browser.

Launching Calls from Microsoft Dynamics CRM

You can add customizations to your Microsoft Dynamics CRM in order to easily launch calls directly from the web interface.

Importing Customizations on Microsoft Dynamics CRM 2011, 2013, 2015 & 2016

In order to import the provided customizations on Microsoft Dynamics CRM 2011, 2013, 2015 & 2016:

  1. Login to Microsoft Dynamics CRM, and go to the “Settings” page.

  1. Under the “Customizations” section, select “Solutions” and press the “Import” button.
  2. Browse for the “TCXMicrosoftDynamicspluginsolution_1_2_managed.zip” file located in the script installation directory, for example “C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\MicrosoftDynamicsCRM\References”, and press the “Next” button.
  3. The information about the “3CX Microsoft Dynamics plugin solution” will be shown. Click Import to proceed.

  1. You will see the following message: “The import of solution: 3CX Microsoft Dynamics plug-in solution completed successfully”.
  2. Finally, press the “Close” button.

Once you have imported the customizations provided by this plugin, you will see a new tab “3CX” in Microsoft Dynamics CRM 2011 when you open a contact, lead or account, as shown in the following screenshot.

If you’re using Microsoft Dynamics CRM 2013, 2015 or 2016, the click to call function is available in the upper menu, as shown in the following screenshot.

When you click “Call xxx phone”, the call to the contact’s main phone will be launched using the 3CX client for Windows, which must be running. If the application is not running, you will receive a message with the error description.

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Ask a Question

Please only post questions in regards to the document you are currently reading.
Technical support or pre sales questions must be posted via the support or sales channels and such comments will be deleted. Thank you for understanding

Leave a Reply

  1. Jason

    we have just purchased some licences for this and seems to work good, however is there a way of getting the phone call activity window to pop up, so that users can add notes as the are on the phone to the phone call activity. I see the contact window pop up is available but for us and am sure many others the actual activity window would be more relevant.

    thanks

    November 8, 2012 at 6:27 am Reply
    • Ernesto

      Hi,

      Currently, if you check the “Store call information in Microsoft Dynamics” option, when the call ends an new call activity is created containing the entire call duration. If you need to create it when the call starts, then you need to do it manually. You can configure the plug-in to show the contact record in Dynamics, and then you can easily create a new call activity.

      In future versions we’ll allow to configure to create and show the call activity when the call starts, but the call duration will not be available in that case.

      Regards,
      Ernesto.

      November 8, 2012 at 8:00 am
    • Vince

      I see a comment that “…future versions we’ll allow to configure to create and show the call activity when the call starts…”. Is that anywhere on the roadmap or can the plugin be customized? We’d like that capability now. Another feature would be to invoke a call from within a scheduled task, i.e. a call scheduled for 10:00 AM on a certain date.

      October 6, 2015 at 6:09 pm
    • Charalambos Eleftheriou

      @Vince, Thanks for the question. You may also post this in our feature request page: http://www.3cx.com/ideas and if it gets enough votes and is technically possible it may very well get implemented.

      October 8, 2015 at 9:09 am
  2. Neil

    Is the functionality described by Ernesto now available (create and activity at call start?)

    July 29, 2015 at 1:04 pm Reply
  3. Neil

    Thanks for the update.

    Sadly though – the connector doesn’t seem to work. We’ve double checked the CRM access details and they’re all fine. But each time we try to place a call we get the following error:

    Outbound call could not be processed: ID3242: The security token could not be authenticated or authorized.

    Googling the error message doesn’t generate any fixes or even ideas on where the problem may lie. Do we have to configure our 3CX server in any way to accept data from an IFD CRM?

    August 4, 2015 at 3:38 pm Reply
    • Ernesto

      Hi Neil, that is an issue in the Dynamics CRM side. You need to contact Microsoft support to fix it. Kind regards.

      August 4, 2015 at 3:55 pm
    • Neil

      I’m not so sure about that… CRM is configured just fine, using the same credentials I connect with.

      On trying to launch a call the error happens for this URL:

      http: //localhost:47280/telephone1?id=%7b82C25F0B-4A36-E211-AD4B-000C29469BC6%7d&orglcid=1033&orgname=CRM&type=2&typename=contact

      August 5, 2015 at 6:36 pm
    • Charalambos Eleftheriou

      @Neil, Thanks for your question. Unfortunately because of the limitation of these in page comments we can not offer you direct support for complex issues. If you have access to our support portal then please open a support ticket so may may assists you to resolve this. You can also post this question, with a little more detail, in our user forums: http://www.3cx.com/forums. There i am sure one of our 3CX users /partners will be able to offer you a solution.

      August 6, 2015 at 10:15 am
  4. I see connect from CRM Plugin to Dynamic CRM success, but when I call, it not auto pop-up. Anyone help me? :(

    September 25, 2015 at 12:56 pm Reply
    • Charalambos Eleftheriou

      @Viet, Thanks for the question. Due to the limitation of these in page comments we are unable to offer direct support for complex issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you.

      September 28, 2015 at 3:41 pm
  5. Garry

    Any idea why this is happening?

    Outbound call could not be processed: Metadata contains a reference that cannot be resolved: ‘https://*****************.crm4.dynamics.com:5555/XRMServices/2011/Discovery.svc?wsdl’. –> Unable to connect to the remote server –> A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 104.44.115.46:5555

    Does the CRM Dynamics work with only local hosted CRM server’s, or have people gotten the plugin to work on CRM Dynamics Online?

    March 10, 2016 at 2:15 pm Reply
    • Charalambos Eleftheriou

      @Garry. Thanks for the question. Unfortunately due to the limitation of these in page comments we are unable to offer direct support for issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you. If this is not an option for you, please ask this question in our user forums and I am sure that one of out very capable users and partners will be able to assist you further. We also have a dedicated 3CX Support Engineer browsing the forums and guiding people in the right direction. Please find our forums here: http://www.3cx.com/forums/3cx-ideas-f57.html

      March 10, 2016 at 4:05 pm
  6. alper can

    hi; when the phone rings, system is opening a contact form by default. we want a case form to be opened and set the related conact/account on the customer field. can it be configured?

    April 12, 2016 at 2:51 pm Reply
    • Ernesto

      @Alper can, the plug-in will try to match the caller ID to a contact in Microsoft Dynamics CRM. If the plug-in is opening a new contact form, then the lookup fails. That could be because you don’t have a contact with that phone number, or a plug-in misconfiguration causing issues when the plug-in tries to connect to Microsoft Dynamics. In this second case, we would need to investigate further, so please open a support ticket and we’ll be glad to help.

      April 12, 2016 at 4:24 pm
  7. Martin

    How does the plugin search for contacts? We have some duplicates, so if there is a system view I can change sorting in that would be great.

    May 25, 2016 at 12:10 pm Reply
    • Ernesto

      @Martin, the plug-in lets you choose if you want to get a Contact, Lead or Account first, so for example if you have a Contact and an Account with the same phone number, you can select if the Contact or the Account is shown. But if you have many Contacts with the same phone number, then the plug-in will show the first result returned by Microsoft Dynamics CRM, there is no way to control the sorting criteria within a single table.

      May 25, 2016 at 4:19 pm
  8. Colin Uittermark

    Hi, does 3CX support MS Dynamics ‘Nav’?

    August 30, 2016 at 5:35 pm Reply
    • Charalambos Eleftheriou

      @Colin, all our supported CRM products for integration with 3CX can be found listed here : http://www.3cx.com/crm-integration/

      August 30, 2016 at 6:39 pm
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