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3CX provides out of the box integration with Exact. This plugin opens the contact record in Exact, creates a new contact if the inbound caller is not found, and opens an activity bound to the account or contact when the call ends, so the agent can take notes.
Launching outbound calls from the Exact interface is already available using the 3CX “hotkey dialing” feature. You simply select the phone number in the Exact interface and press the configured hotkey in order to dial that number and automatically connect the call to your extension.
- 3CX v15 PRO edition
- The 3CX client for Windows installed and running
- An Exact account
Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.
Configuring the Exact 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.
Click on “General” to open the general settings page. From here you can configure the “Contact Open Mode” and the “Behavior”:
Contact Open Mode
- From the drop down menu select when you want the contact record to be opened in Exact (on ring, on answer, or don’t open it)
- “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).
- Check the “Enable Journaling” option to automatically create a task/activity to enter notes. When this option is set, the plugin will open a new task/ activity dialog, already bound to the contact matched, when the call ends.
- “Create a new contacts if not found.” Enable this to create new entries when the Caller ID is not found.
- “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 Exact account 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 Exact 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.
Now, you need to authorize the Exact plugin to access your Exact account. To do this, select your server’s location from the drop down menu and click on “Authorize Plug-in”.
A message “Script Error” will prompt. This is for allowing the scripts to continue running. Press “Yes” to continue.
Insert your Exact login credentials in the new window. You should receive a message indicating that the authorization has been granted.
The authorization procedure is complete. Note: You will need to repeat this procedure once a year, as the authorization can’t be automatically renewed. When the authorization is revoked, you will receive an error message indicating this.
Once you have authorized the plugin, the “Division” drop down list on your 3CX client will show your available divisions. Select the division you want to work with and you’re done.
Continue, with choosing to look for contact information in the Contacts and / or Accounts tables in the “Contact Lookup” section. 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.
Important: You must restart your 3CX client in order for the configuration to apply.
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 the contact is not matched and the option on your client “Create new contacts if not found” is checked, Exact Online will automatically open an empty form in a new tab to create the new contact.
When the call ends and if the option “Enable Journaling” is checked, Exact Online will automatically open a new task/ activity dialog, already bound to the account or contact matched, where you can enter notes about the call that just finished.
Launching Calls from Exact
You can launch outbound calls directly from Exact using the “hotkey dialing” feature. This is an already existing feature available when installing the 3CX client for Windows. The Exact plugin for 3CX does not add any additional functionality for outbound calls, because it is not needed.
In order to enable the hotkey dialing functionality, please refer to the Make Calls Using Hotkey Functionality section in the 3CX client for Windows manual.
Once the hotkey dialing has been configured, you just need to select the phone number and press the hotkey. The number will be pasted on your 3CX client for Windows dial-pad screen and you can launch a call by simply pressing the call button.