User Guide for act! Integration with 3CX
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act! Integration – User Guide

act! Integration

On this topic

act! Integration

Introduction

System Requirements

Installing the act! Integration

Configuring the act! Plugin

General configuration

Contact Open Mode

Behavior

act! configuration

Inbound Call Behavior

Launching Calls from 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

act! Is not currently available from within the 3CX Management Console. To receive the plugin download the 3CXPlugins installation 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. From here you can configure the “Contact Open Mode” and the “Behavior”:

Contact Open Mode

  1. From the drop down menu select when you want the contact record to be opened in act! (on ring, on answer, or don’t open it)
  2. “Only show CRM contact details when Caller ID length is larger than” - To open the contact record if the Caller ID length is larger than a number of digits set by you (so it’s not launched when another extension is calling you).

Behavior

  1. Check the Enable Journaling option to automatically register the call activity in the contact’s history. When this option is set, the plugin will add a new line containing information about the call in the contact’s history, already bound to the contact matched, when the call ends.
  2. “Create a new contacts if not found.” Enable this to create new entries when the Caller ID is not found.
  3. 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 added 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. There are 2 ways to connect based on the type of access that you have.

  1. Access to the database file via the file system: Select “Local File” login type and then “Browse” for the PAD file in your system. The path should be similar to: C:\Users\xxxx\Documents\act\act Data\Databases
  2. Connect to the database through the network: Select “Database” login type. Enter the name or  IP address of the server where the act! database is installed as well as the database name. If needed, 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.

Important: You must restart your 3CX client in order for the configuration to apply.

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 the contact is not matched and the option on your client “Create new contacts if not found” is checked, act! will automatically open an empty form to create the new contact.

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.

Launching Calls from act!

If your administrator has configured your act! installation you will be able to launch calls directly via act!.

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.

  1. Open the desired contact.
  2. Press the “Phone Contact”  button from the contact’s top menu.
  3. The 3CX client for Windows will be automatically launched with the number dialled. Just press the  button to initiate the call.

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