User Guide for Microsoft Dynamics CRM Integration with 3CX
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Microsoft Dynamics CRM Integration – User Guide

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

Configuring the Microsoft Dynamics CRM Plugin

General configuration

Contact Open Mode

Behavior

Microsoft Dynamics CRM configuration

Inbound Calls

Launching Calls from Microsoft Dynamics CRM

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

Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.

Configuring the Microsoft Dynamics CRM Plugin

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

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

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 Microsoft Dynamics CRM (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 in the contact’s activities. When this option is set, the plugin will add a new record containing information about the call in the contact’s activities, 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 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 in the “Login Information” section with your Microsoft Dynamics CRM user account credentials. Make sure that you use the correct “Organisation” and login details. There are 3 authentication methods available. Use the one that applies to your Dynamics CRM installation:

  • On Premise
  • IFD
  • Office 365

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, 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.

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

Inbound Calls

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

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 can you update its details.

Launching Calls from Microsoft Dynamics CRM

If your administrator has customized the Microsoft Dynamics CRM you will be able to launch calls directly through the web interface.

  1. Go to “Customer” tab and select the desired “Contact”.
  2. You will see a new option “3CX” as per below.

  1. Choose the phone you desire to call between the options provided.
  2. The call will be initiated through the 3CX client.
  3. The 3CX client for Windows will be automatically launched with the number dialled. Just press the  button to initiate the call.

In case you are using a pop-up blocker you will receive the following message:

In order to proceed you are going to have to unblock them. Press on the search bar the block pop up icon and a new window will appear:

Select “Always allow pop-ups from http://xxxxx.crm4.dynamics.com and press “Done”.


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