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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.
- 3CX v15 PRO edition
- 3CX Client for Windows V15 installed
- Nutshell account.
Important Note: Nutshell plugin uses Basic Authentication.
Admin configuration of the Nutshell Integration
To download the plugin go to "Settings" > "CRM Integration" Page . From the "Available CRM Integrations" panel select Nutshell and press Download. To assign the Nutshell Plugin to the Extension go to the “Extensions” page and assign the Nutshell plugin to the Extensions of your choice.
Users Configuration of the Nutshell Plugin
From the 3CX client for Windows, press the “Settings” button.
Select the “Advanced Settings” > “Integration”. The configuration dialog will be shown.
On the General settings you can configure the Contact Open Mode and the Behavior of the Plugin.
Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Nutshell (on ring, upon 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 enter notes for the Call History, you must check the “Enable Journaling” option. When this option is set, the plugin will create a new note in Nutshell, already bound to the contact matched, when the call ends. If you want to create a new contact when the Caller ID is not found in Contacts or/and Accounts, just check the option.
In the “Behavior” section you can also change the maximum digit length to compare. When an inbound call arrives to 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 contacts’ 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.
On the Nutshell settings you can configure your account credentials and the “Contact Lookup”.
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.
From the Nutshell configuration you will need the following:
- Email Address
- API keys
To get your API key you need to login to your Nutshell Account. Go to “Setup”. Find the column Third-party and click the “API key”.
Click the “Add API key” button. Type a name for your API key, give the permission: API + user impersonation and press “New API Key”. Once you create the API key double click on it to Edit and Copy the API Key. This API key will be used to give Access to 3CX, to Search through your contacts, add new contacts and add new nodes.
After you finish configuring the Nutshell plugin, you need to restart the 3CX Client.