Microsoft Dynamics CRM Integration
On this topic
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.
- 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:
- 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.”
- 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.
- 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.
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:
- Login to Microsoft Dynamics CRM, and go to the “Settings” page.
- Under the “Customizations” section, select “Solutions” and press the “Import” button.
- 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.
- The information about the “3CX Microsoft Dynamics plugin solution” will be shown. Click “Next” to proceed.
- You will see the following message: “The import of solution: 3CX Microsoft Dynamics plugin solution completed successfully”. Press the “Publish All Customizations” button.
- 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 main 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.