Google Contacts Integration
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3CX provides out of the box integration with Google Contacts. This plugin opens the contact record in Google Contacts, 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 Google Contacts’ interface is already available using the 3CX “hotkey dialing” feature. You simply select the phone number in the Google Contacts 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
- A Gmail account or Google Apps account with the contacts service enabled.
Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.
In order to enable the contacts service in your Google Apps account, login to your account as an administrator by navigating, for example, to http://www.google.com/a/example.com. Then go to “Organization & Users” and select the “Services” tab. Look for the contacts service and enable it.
Configuring the Google Contacts 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. From here you can configure the “Contact Open Mode” and the “Behaviour”:
Contact Open Mode
- From the drop down menu select when you want the contact record to be opened in Google Contacts (on ring, on answer, or don’t open it)
- “Only show CRM contact details when Caller ID length is larger than” - To open the contact record if the Caller ID length is larger than a number of digits set by you (so it’s not launched when another extension is calling you).
- Check the “Enable Journaling” option to automatically register the call activity in the contact’s note. When this option is set, the plugin will create a new line containing information about the call in the contact’s notes fields, already bound to the contact matched, when the call ends.
- “Create a new contacts if not found.” Enable this to create new entries when the Caller ID is not found.
- “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 added your contact’s phone numbers in your Google 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 Google Contacts 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.
Google Contacts configuration
Now, you need to authorize the Google Contacts plugin to access your Google Contacts. Make sure that you are signed into your Google Account from your default browser and then click on “Authorize plug-in” in the authorization section.
A new browser window will open up and you will be asked to authorize the “3CX Google Contacts Plugin” to “Manage your contacts.” Press “Allow” to accept.
After you press “Allow” you will be presented with a new page showing a unique code. Copy the code from the page.
Go back to the plugin configuration dialog and paste the code into the “Enter Authorization code” field.
Finally, 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.
If a contact is not matched and the option “Create new contacts if not found” is checked, Google Contacts will automatically open an empty form in a new tab to create a new contact.
When the call ends and if the option “Enable Journaling” is checked, Google Contacts will automatically create a new line containing the call details to the contact's notes.
Launching Calls from Google Contacts
You can launch outbound calls directly from Google Contacts using the “hotkey dialing” feature. This is an already existing feature available when installing the 3CX client for Windows. The Google Contacts 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.