Microsoft Outlook Integration
On this topic
3CX provides out of the box integration with Microsoft Outlook. This plugin opens the contact record in Microsoft Outlook, creates a new contact if the inbound caller is not found, and creates a journal entry for the contact when the call ends. It also provides click to call functionality by adding menus and toolbars to the Outlook contacts.
- 3CX v15 - For the PBX and the STD edition download the 3CXPlugins. For the PRO edition you can download it within the management console.
- The 3CX client for Windows installed and running.
- Microsoft Outlook versions 2010, 2013, 2016 ONLY
Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.
Installing the Microsoft Outlook add-in
Once your administrator enables the Outlook integration plugin for your extension the 3CX Client will register an add-in to be installed in Microsoft Outlook. You will receive the following message to do so as soon as you open your Outlook account.
Press “Install” and the 3CX add-in will start running inside Microsoft Outlook.
Note: You must restart both the 3CX client and the Outlook for the changes to apply.
Configuring the Microsoft Outlook 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 “Behavior”:
Contact Open Mode
- From the drop down menu select when you want the contact record to be opened in Microsoft Outlook (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 journal. When this option is set, the plugin will aa a new journal entry containing informations about the call, already bound to the contact matched, when the call ends. Importand: This option only work with Microsoft Outlook 2010.
- “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 Outlook 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 Microsoft Outlook 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.
Microsoft Outlook configuration
Click on “Microsoft Outlook” to select which personal contact folders, or even public folders, to use for contact matching. Select as many as you want but take note that the more you select, the slower the caller ID matching will be.
Check the “Show Folder Selection Dialog” to enable the option to choose in which contact folder to create the contact when it’s not found.
If the add-in for Microsoft Outlook has not installed yet, or Microsoft Outlook is not running, you will see the following error message when you try to access this configuration page.
When an inbound call arrives at your extension and a contact is matched, the contact record will be automatically shown by Microsoft Outlook.
If the contact is not matched and the option on your client “Create new contacts if not found” is checked, Microsoft Outlook will automatically open an empty form to create the new contact.
Launching Calls from Microsoft Outlook
In order to launch calls from Microsoft Outlook use the context menus and toolbar buttons added by the 3CX add-in:
- Go to “People”.
- Select the desired contact and either right click on the contact and press “Call contact with 3CX”.
- You can also initiate a call by pressing the “3CX” node from the Toolbar.
Microsoft Outlook 2010: Track All Calls with Microsoft Outlook’s Journal
Note: This option only works on Microsoft Outlook 2010. This feature is not available in Outlook 2013 and onwards because the journal has been deprecated in that version.
When the “Enable Journaling” option is checked, all inbound, outbound and missed calls will automatically be logged in Outlook’s journal and shown in the activities tab for that contact.