Office 365 Integration
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3CX provides out of the box integration with Office 365 contacts. This plugin opens the contact record in Office 365, creates a new contact if the inbound caller is not found, and saves the call information in the contact’s notes.
Launching outbound calls from the Office 365 interface is already available using the 3CX “hotkey dialing” feature. You simply select the phone number in the Office 365 interface and press the configured hotkey in order to dial to that number and automatically connect the call to your extension.
- 3CX v15 PRO edition
- The 3CX client for Windows installed and running
- An Office 365 account
Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.
Configuring the Office 365 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 “Behaviour”:
Contact Open Mode
- From the drop down menu select when you want the contact record to be opened in Office 365 (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 register the call activity in the contact’s note. When this option is set, the plugin will a new line containing information about the call in the contact’s notes fiels, 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 Office 365 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 Office 365 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
Office 365 configuration
Now, you need to fill in the “Login Information” section. Just enter your email address and password.
When opening a contact record, in the Contact Lookup section you can specify if you want it to be 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 configurations 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 a contact is not matched and the option “Create new contacts if not found” is checked, Office 365 will prompt a message, like the one shown above, for you to create the new contact.
When the call ends, and if the option “Enable Journaling” is checked, Office 365 will automatically create a new line containing the call details to the contact's notes.
Launching Calls from Office 365
You can launch outbound calls directly from Office 365 using the "hotkey dialing" feature. This is an already existing feature available when installing the 3CX client for Windows. The Office 365 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 just pressing the call button.