SugarCRM integration - User Guide
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3CX provides out of the box integration with SugarCRM. The SugarCRM plugin allows users to look for contact information in the Contacts, Leads and / or Accounts tables using all the phone related fields, shows the contact record in SugarCRM, creates a new contact if it has not been found, and saves the call information in the contact’s history.
Launching outbound calls from the SugarCRM web interface is really easy: just import the customizations provided to enable “click to call” links when viewing a Contact, Lead or Account, for every phone field. Just follow the link and a new call will be triggered and automatically connected to your extension!
- 3CX v15 PRO edition
- 3CX client for Windows installed and running
- Any SugarCRM version (Ultimate, Enterprise, Professional or Community Edition).
Configuring the SugarCRM 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. Here you can configure the Contact Open Mode and the Behaviour:
Contact Open Mode
- Choose from the drop down menu when you want the contact record to be opened in SugarCRM (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 log for the contact. When this option is set, the plugin will add a new call log for the contact containing information about the call after the call has ended.
- “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 created your contact’s phone numbers in your SugarCRM 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 SugarCRM 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.
Now, you need to fill in the “Login Information” section with your SugarCRM URL, the username and password. The “SugarCRM URL” should be set to the URL that you use as your entry point to SugarCRM, ending with “index.php”. Note: If you enter the wrong login details the integration will not work. No error message will be received.
When using LDAP authentication, SugarCRM requires that the password is sent as plain text. If you want that to happen, you will have to check the option “Send password in plain text instead of the MD5 hash”.
In the “Contact Lookup” section you can choose to look for contact information in the Contacts, Leads and / or Accounts tables, and select the lookup order in these tables.
Finally, you may configure a specific browser to use when opening contact records, leads and accounts, or use the default one.
Important: You must restart your 3CX client in order for the configuration to apply.
When an inbound call arrives to 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 on your client “Create new contacts if not found” is checked, SugarCRM will be a new contact will automatically open an empty form in a new tab to create the new contact.
When the call ends and if the option “Enable Journaling” is checked, SugarCRM will automatically create a new Call Log in a separate tab, already bound to the contact matched, where you can enter notes about the call.
Launching Calls from the SugarCRM Web Interface
If your administrator has customized the SugarCRM account you will be able to launch calls directly via SugarCRM. You will be able to navigate to the Accounts, Contact and Leads views in detail.
- Launch the SugarCRM Web Interface and go to “Contacts”.
- Select the desired Contact to open. A new panel “Call with 3CX” will be available with links to launch outbound calls.
- Press on the desired link for the call to be launched using the 3CX client.