Outlook plugin greyed out

[Matt Ryan]

Hi, I have deployed the Outlook plugin (3CX Pro edition, deployed by selecting integration, Outlook.zip) and it all seems to work fine except I can't right-click and call with 3CX.

The option is there, but it's greyed out.
I've made sure the plugin in enabled.
Screen pop with contacts works, so it is working in some capacity.

I've tried it on several PC's (Win 10, Win 7, all Outlook 2016 32-bit) at the customer's site and all experience the same issue.

If I turn off the integration and manually install 3CXPlugins15.exe and select MS Outlook, this all works fine. Click to call from an Outlook contact works.

I see a few threads on these forums with the same issue, but no posted solution.

Has anyone else experienced this or knows a fix for this?

3CX version is Pro 15.5.15502.6

Thanks in advance

 

[edossantos]

Hello @Matt Ryan,

You should not install both 3CXPlugins and the integration via the 3CX console. If you have a PRO license, then the integration from the console should be enough. 3CXPlugins is for users having a STD license.

If the click to call options are there but greyed out, that means that the 3CX add-in running inside Outlook, can't detect the 3CX plugin running inside 3CXPhone. So, please ensure that 3CXPhone for Windows is running with the same user than Outlook (for example, if you run one of them as administrator and the other as a normal user, you might experience this issue).

Also, go to the Outlook Options > Addins, and check that you don't have the 3CX add-in installed twice (once from the console and the other time from 3CXPlugins).

Something else to check, ensure that the user running 3CXPhone has write access to the file "%AppData%\3CXPhone for Windows\3CXCRMUser.ini", because that's the file that both sides (Outlook addin and 3CXPhone plugin) need to write and read to detect eachother... Maybe you can close Outlook and 3CXPhone, delete that file, and start again.

Kind regards.