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
Deploying the Office 365 Integration
In order to deploy the Office 365 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 Office365 and press Download.
- To assign the Office 365 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 Office365.zip from the list.
- Repeat the previous step for each extension you need to be set with the Office 365 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 Office 365 Plugin
In order to open the configuration dialog, press the Settings button in the 3CX client for Windows.
Select the “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 Office 365 (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 register the call activity in the contact’s notes, you must check the “Enable Journaling” option. When this option is set, the plugin will add a new line containing information about the call in the contact's notes field, after the call has ended. 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 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 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, a new line containing the call details will be added to the contact's notes.
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.
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.