Integrate 3CX Phone System Pro with Sage Act!
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Integrate 3CX with Act!

Act! Integration

On this topic

Act! Integration

Introduction

System Requirements

Installing the Act! Integration

Configuring the Act! Plugin

General configuration

Act! configuration

Inbound Call Behavior

Launching Calls from Act!

Configuring the Dialer

Launching Calls from the Act! Interface

Troubleshooting

Issues with the Database Connection

Problems Opening a Contact in Act!

Introduction

3CX provides out of the box integration with Act!. This plugin allows users to search for contact information in the Contacts and Companies tables using all the phone related fields, opens the contact record in Act!, creates a new contact if it has not been found, and saves the call information (only for inbound calls) in the contact’s history.

Launching outbound calls from the Act! interface is also available. You just need to press the “Phone Contact” button, and the call will be launched and automatically connected to your extension!

IMPORTANT: This guide has been tested with Act! 2013, Act!! v16 (2014) and Act! v17 (2015) and Act! V18 (2016). Older versions of Act! are not supported. You need a local Act! installation for the plugin to work, if you access Act! from the web browser, then the integration will not work.

System Requirements

  1. 3CX v15 PRO edition
  2. The 3CX client for Windows installed and running
  3. One of the following Act! versions locally installed:
  • Act! Pro v18 (2016), Act! Premium v18 (2016)
  • Act! Pro v17 (2015), Act! Premium v17 (2015)
  • Act! Pro v16 (2014), Act! Premium v16 (2014)
  • Act! Pro (2013), Act! Premium ( 2013)

Installing the Act! Integration

Download set-up from here:

http://downloads.3cx.com/downloads/3CXPlugins15.exe

When prompted, select “Act!” and then follow the instructions to complete the installation.

When the setup finishes, launch the 3CX Plugins Manager tool to start configuring your plugin.

Configuring the Act! Plugin

General configuration

Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Act! (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 call activity in the contact’s history, you must check the “Enable Journaling” option. When this option is set, the plugin will add a new line containing information about the call in the contact's history, 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 Act! system 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 Act! 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.

Act! configuration

Now, you need to fill in the Login Information section. If you have access to the database file via the file system, you need to select “Local File” login type. If you need to connect to the database through the network, then choose “Database” login type.

When using “Local File” login type, you have to browse for the PAD file in your file system. Otherwise, when using “Database” login type, you need to enter the name or IP address of the server where the Act! database is installed as well as the database name. In both cases, you may need to enter your credentials to access the database.

Finally, in the Contact Lookup section you can choose to look for contact information in the Contacts and / or Companies tables, and select the lookup order in these tables.

Inbound Call Behavior

When an inbound call arrives to your extension and a contact is matched, the contact record will be automatically shown in Act!.

If you have the option “Enable Journaling” checked, a new call log containing the call details will be created and stored into Act! for the contact, after the call has ended.

If a contact is not matched and the option “Create new contacts if not found” is checked, a new contact will be created and shown in Act! so you update its details.

Launching Calls from Act!

You can launch outbound calls directly from Act! using the dialer. The Act! integration also installs the 3CX TAPI service provider, which allows you to do it.

Please note that outbound calls will not be registered in Act! contact’s history, as they’re handled by TAPI and not by the Act! plugin.

Configuring the Dialer

In order to launch outbound calls from the Act! interface you need to configure the dialer first, to work with the 3CX TAPI service provider. To do this, go to “Tools”“Preferences”, select the “Communication” tab, press the “Dialer Preferences” button, check the “Use Dialer” option and finally select “3CX TAPI Service Provider”. Press “OK” to accept the changes.

Launching Calls from the Act! Interface

After configuring the dialer, you just need to press the “Phone Contact” button, select the desired phone number, and the call will be launched and automatically connected to your extension!

Troubleshooting

Issues with the Database Connection

When the Act! plugin for 3CX is configured to access a remote database through the network, you may experience problems due to firewall settings.

Act! uses a SQL Server database, so it listens by default on port TCP 1433. You may need to allow access to that port from the client machines.

Problems Opening a Contact in Act!

The Act! plugin for 3CX needs Act! Running in order to look for contact information. When you open Act!, a plugin is loaded, allowing 3CX to display a contact in Act! when it is found. If Act! has a problem loading that plugin, contacts will not be shown, even when Act! is running.

In order to know if this is causing the problem, open the folder “%AppData%\ACT\ACT Data”, and then open the file named “DependentDlls.xml” from that folder. If that file contains the text “3CX Plugin for SageAct.dll”, then the plugin is having problems loading.

If this is the case, contact 3CX Support and we’ll help you to fix the problem.

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