Integrate 3CX Phone System with SugarCRM
pixel500w-500x1
Zero Admin
With the new Dashboard
pixel500w-500x1
Bulletproof Security
With SSL certs and NGINX
pixel500w-500x1
Install on $150 Appliance
Intel MiniPC architecture
pixel500w-500x1
New, Intuitive Windows Client
More themes, more UC
pixel500w-500x1
More CRM Integrations
Scripting Interface to add your own
pixel500w-500x1
Improved Integrated Web Conferencing
iOS and Android apps included
pixel500w-500x1
Personal Click2Meet URLs

Integrate 3CX Phone System with SugarCRM

SugarCRM integration

3CX Phone System Phone Integration with SugarCRM

On this topic

SugarCRM integration

Introduction

System Requirements

Deploying the SugarCRM Integration

Configuring the SugarCRM Plugin

General Configuration

SugarCRM configuration

Inbound Calls

Launching Calls from SugarCRM

Adding Customizations

Launching Calls from the SugarCRM Web Interface

Introduction

3CX provides out of the box integration with SugarCRM. The SugarCRM plugin allows users to look for contact information in the Contacts, Leads and / or Accounts tables using all the phone related fields, shows the contact record in SugarCRM, creates a new contact if it has not been found, and saves the call information in the contact’s history.

Launching outbound calls from the SugarCRM web interface is really easy: just import the customizations provided to enable “click to call” links when viewing a Contact, Lead or Account, for every phone field. Just follow the link and a new call will be triggered and automatically connected to your extension!

System Requirements

  • 3CX v15 PRO edition
  • 3CX client for Windows installed and running
  • Any SugarCRM version that supports the soap Web Services API: 5.1.x, 5.2.x, 5.5.x, 6.0.x, 6.1.x, 6.2.x, 6.3.x, 6.4.x, 6.5.x, 7.1.x, 7.2.x, 7.5.x and 7.6.x (Ultimate, Enterprise, Professional or Community Edition).

Deploying the SugarCRM Integration

In order to deploy the SugarCRM 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 “SugarCRM” and press “Download.”
  2. To assign the SugarCRM 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 SugarCRM.zip from the list.
  3. Repeat the previous step for each extension you need to be set with SugarCRM 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 SugarCRM Plugin

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

 

Select 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 SugarCRM (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 log for the contact, you must check the “Enable Journaling” option. When this option is set, the plugin will add a new call log for the contact containing information about the call 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 SugarCRM 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 SugarCRM 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.

SugarCRM configuration

Now, you need to fill in the Login Information section with your SugarCRM URL, the username and password. The SugarCRM URL setting should be set to the URL that you use as your entry point to SugarCRM, ending with “index.php”.

When using LDAP authentication, SugarCRM requires that the password is sent as plain text. If you want that to happen, you will have to check the option “Send password in plain text instead of the MD5 hash”.

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. Finally, you may configure a specific browser to use when opening contact records, or use the default one.

Inbound Calls

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

If you have the option “Enable Journaling” checked, when the call ends a new call log will be created and automatically opened in the selected browser. You will be able to fill the desired call information and comments directly in SugarCRM, or even cancel the call log and do not save it at all.

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 so you can update its details.

Launching Calls from SugarCRM

Adding Customizations

IMPORTANT NOTE: the following procedure will override the customizations on your SugarCRM installation. If you have customized your SugarCRM installation, be aware that existing customizations WILL BE LOST. In that case you have two possible paths to follow:

  1. Install the provided customizations and then make your customizations again.
  2. Don’t install the provided customizations, add them manually instead.

In order to install the customizations:

  1. Login to SugarCRM, and go to the “Administration” page.
  2. Under the “Developer Tools” section, select “Module Loader”.
  3. Click the “Browse” button and find the customizations file located in the installation directory, for example, “C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\SugarCRM” an open the “SugarCRM plugin package.zip”. Press “Upload.”
  4. The package “3CX SugarCRM plugin package” will be listed. Press the “Install” button. You will be requested to accept the license terms. Then press the “Commit” button.
  5. You should see the “Module Installed Successfully” message.

If you need to make the customizations manually:

  1. Login to SugarCRM, and go to the “Administration” page.
  2. Under the “Developer Tools” section, select “Studio”.
  3. Click on “Contacts”. Then click on “Fields”.
  4. Add a new field “Call work”. Select “Data”, “Field”, “Display Label=Call work with 3CX”, “System Label=LBL_CALL_WORK”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=phone_work&id={id}”, “Max Size=255”, “Open link in=New Window”.
  5. Add a new field “Call assistant”. Select “Data”, “Field”, “Display Label=Call assistant with 3CX”, “System Label=LBL_CALL_ASSISTANT”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=assistant_phone&id={id}”, “Max Size=255”, “Open link in=New Window”.
  6. Add a new field “Call fax”. Select “Data”, “Field”, “Display Label=Call fax with 3CX”, “System Label=LBL_CALL_FAX”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=phone_fax&id={id}”, “Max Size=255”, “Open link in=New Window”.
  7. Add a new field “Call mobile”. Select “Data”, “Field”, “Display Label=Call mobile with 3CX”, “System Label=LBL_CALL_MOBILE”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=phone_mobile&id={id}”, “Max Size=255”, “Open link in=New Window”.
  8. Add a new field “Call other”. Select “Data”, “Field”, “Display Label=Call other with 3CX”, “System Label=LBL_CALL_OTHER”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=phone_other&id={id}”, “Max Size=255”, “Open link in=New Window”.
  9. Add a new field “Call home”. Select “Data”, “Field”, “Display Label=Call home with 3CX”, “System Label=LBL_CALL_HOME”, “Help Text=Some help text”, “Comment Text=Some comment text”, check the “Generate URL” option, “Default Value= http://localhost:47280?type=contact&phone_type=phone_home&id={id}”, “Max Size=255”, “Open link in=New Window”.
  10. Now go back to “Contacts”. Click on “Layouts”. Select “Detail View”. Add a new panel named “Call with 3CX”. Then add the 6 fields created above into the new panel. Save & Deploy.
  11. Repeat the previous steps for Leads and Accounts.

Launching Calls from the SugarCRM Web Interface

Once you have imported the customizations provided by this plugin (or created them manually), you will see a new panel in the detail view for contacts, leads and accounts. This will contain links to launch outbound calls to any phone number using 3CX, as shown in the screenshot above.

When you click, for example, “Call with 3CX” > “Call mobile with 3CX”, the call to the contact’s mobile 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.

You might also be interested in:


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. Pingback: 3CX VoIP blog » Connect your 3CX Phone System to your CRM

  2. Pingback: Intégration CRM avec 3CX Phone System Pro -Augmenter le service client

  3. Pingback: Integración CRM con 3CX Pro - Incremente el Servicio al Cliente

  4. Pingback: Integra il tuo CRM con il 3CX Phone System Pro

  5. Greg Mackey

    Hi 3CX.

    Just some feedback on the SugarCRm plugin and integration…..

    We have installed the plugin in SugarCRm version 7.6, All works as documented above.

    However, with “Enable Journaling” is not quite as right as I would hope.

    At the conclusion of a call, the Call Log window opens correctly.
    This form has a number of fields on it that could be pre-filled but are not.
    The main one is the record the call is related to – this is blank but it could be pre-filled.
    The other would be the time the call started. Not as important but could be key for some.

    Regards
    Greg Mackey

    July 28, 2015 at 5:04 pm Reply
    • Charalambos Eleftheriou

      @Greg, thanks for the question. Unfortunately due to the limitation of these page comments we can’t offer direct support for complex issues liked this. You can if you like post this question in our user forums and I am sure that one of the very knowledgeable 3CX users will be more than happy to offer you a solution. http://www.3cx.com/forums/

      July 28, 2015 at 8:58 pm
<