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3CX provides out of the box integration with Vtiger. This plugin opens the contact record in Vtiger, creates a new contact if the inbound caller is not found, and creates an event bound to the contact, account or lead when the call ends, so the agent can take notes.
Launching outbound calls from the Vtiger interface is already available using the 3CX “hotkey dialing” feature. You simply select the phone number from the Vtiger 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
- A Vtiger account
Deploying the Vtiger Integration
In order to deploy the Vtiger 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 Vtiger and press Download.
- To assign the Vtiger plugin to an Extension, from the 3CX Management Console, go to the Extensions page. Edit the extension you want to assign Vtiger to and go to the Integration tab. Enable Integration and select the Vtiger.zip from the list.
- Repeat the previous step for each extension you need deploy the Vtiger integration to.
Once you follow the above steps, when the 3CX client is provisioned, it will get the integration package from the 3CX server, and it will be ready to be used by the extension.
Configuring the Vtiger 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 Vtiger (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 create an event to enter notes when the call ends, you must check the “Enable Journaling” option. When this option is set, the plugin will create a new event and open a dialog to edit it, already bound to the contact, account or lead 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 Vtiger 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 Vtiger 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.
Fill in the Authentication section with your Vtiger URL (it must end with “index.php”), your username and your Access Key. You can get your Access Key by clicking on the people icon on the upper right corner of the VTiger interface, then “My Preferences”. The Access Key is in the section “User Advanced Options”.
Then, in the Contact Lookup section you can choose to look for contact information in the Contacts, Accounts and / or Leads 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 event dialog, already bound to the contact, account or lead 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 Vtiger
You can launch outbound calls directly from Vtiger using the “hotkey dialing” feature. This is an already existing feature available when installing the 3CX client for Windows. The Vtiger plugin 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 Hotkeys chapter in the 3CX User manual.
Once the hotkey dialing has been configured, you just need to select the phone number and type the hotkey. The number will be pasted on your 3CX client for Windows dial-pad screen and you can launch a call by simply selecting the call button.