User Guide for Nutshell Integration with the 3CX client
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Nutshell Integration – User Guide

Nutshell Integration

On this topic

Nutshell Integration

Introduction

System Requirements

Configuring the Nutshell Plugin

General configuration

Contact Open Mode

Behavior

Nutshell configuration

Inbound Calls

Limitations

Introduction

3CX provides out of the box integration with Nutshell. This integration allows showing the contact record or account record on inbound calls, create a new contact directly from the Nutshell web interface and creating notes with the call history of the contact or account.

System Requirements

  • 3CX v15 PRO edition
  • 3CX Client for Windows V15 installed
  • Nutshell account.

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

Important Note: Nutshell plugin uses Basic Authentication.

Configuring the Nutshell 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

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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 Nutshell (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 enter notes for the Call History. When this option is set, the plugin will create a new note in Nutshell, 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 Nutshell 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 Nutshell 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.

Nutshell configuration

Now, you need to fill in the Authentication section with your “Email” and “API key.”

The e-mail should be the same with the one being used with Nutshell. To get your API Key contact your administrator.

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

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.

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 the contact is not matched and the option on your client “Create new contacts if not found” is checked, Nutshell 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, Nutshell will automatically open the contact in a separate tab where you can enter notes about the call.

Limitations

  1. Nutshell does not support Outbound calls
  2. When adding a phone number you must always use the correct prefix, otherwise Nutshell will automatically insert your region’s prefixes.
  3. Maximum digit length to compare is not supported by Nutshell.


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