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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
Deploying the Exact Integration
In order to deploy the Exact integration to your users, please follow these steps:
- From the 3CX Management Console you need to download the plugin from the 3CX update server to your 3CX server. Go to "Settings" > "CRM Integration" Page . From the "Available CRM Integrations" panel select exactonline and press Download.
- To assign the Exact plugin to an Extension, go to the Extensions page from the management console. Select the extension and click Edit, then navigate to the Integration tab. Enable Integration and select the ExactOnline.zip from the list.
- Repeat the previous step for each extension you need to be set with Exact integration.
After completing these steps, and once the 3CX client is provisioned, the integration package will be received from the 3CX server and will be ready for use by the extension.
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. Here you can configure when you want to open the contact record in Exact (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).
If you also want to automatically open an activity to enter notes, you must check the “Enable Journaling” option. When this option is set, the plugin will open a new activity dialog, already bound to the account or contact matched, when the call ends. If you want to create a new contact when the Caller ID is not found, just check the option.
In the Behavior section you can also change the 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 created 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.
You will then need to authorize the Exact plugin to access your Exact account. To do this, select your location and click on “Authorize Plug-in” in the authorization section.
A new window containing a web browser will open up and you will be asked to enter your Exact credentials. When you’re done press the “Login” button and wait a few seconds.
You should receive a message indicating that the authorization has been granted.
The authorization procedure is complete. 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 will show your available divisions. Select the division you want to work with and you’re done.
Then, 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.
When an inbound call arrives at your extension and a contact is matched, the contact record will be automatically shown in your selected browser.
When the call ends and the option “Enable Journaling” is checked, the plugin will open a new activity dialog, already bound to the account or contact matched, where you can enter notes about the call that just finished.
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 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.