3CX CRM integration with Google Contacts
In the last article, we discussed the integration of the free edition of IP-PBX 3CX with Microsoft Outlook . And in this article we will talk about a similar integration with the Gmail / Google Apps service (G Suite). For example, having shared access to a Gmail account, several company employees can work with a single contact database, thus organizing the simplest CRM system.
CRM integration of 3CX with Google contacts can open a card of an existing contact, create a contact if it is missing, and also save call information in notes to a contact.
Outgoing calls are made in two ways: through the 3CX extension Click to Call for Chrome / Firefox or the 3CX Windows client hotkeys for Windows (more on this later in this post).
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Please note that 3CX Pro (i.e., any commercial edition) and the 3CX client for Windows installed are required for the integration to work. Of course, you must have a Google account activated. In some cases, the G Suite service administrator must enable the Directory service for you.
To install 3CX integration with Google Contacts in the 3CX management console, go to Settings - CRM Integration - On the client side, select Google Contacts and click Download Selected.
To assign an integration to a user, open its properties, go to the Integration tab, set Enable Integration and select googleContacts.zip in the list.
Follow these steps for all users who need Google Contacts integration. Note that the user can also independently enable integration for himself if he has the right to manage his extension number.
After that, restart the 3CX client - the integration module will be transmitted over the network to the user's PC.
To open the settings of the 3CX integration module with Google Contacts, in the 3CX client for Windows, go to Settings - Extras. parameters - Integration.
The General section indicates when to open a Google contact card: when you call, when you answer, or not at all. It also indicates at what minimum length of the number the card should be opened. This is done so that the integration does not open cards for internal subscribers with short numbers.
If the Enable Journaling option is enabled, a line with call data will be added to the Google contact at the end of the conversation. To create a new contact if Caller ID is not found, set the option Create new contact if not found.
In the Behavior section, it is recommended to set the maximum number length to match. A number arriving from an operator may have a different format and include a long-distance or international prefix. On the other hand, Google contacts can be entered with some additional prefixes that are missing in the incoming Caller ID. In any case, it is recommended to check the match for at least 7 last digits (i.e., by local number, if less than digits are not used in your local number). If you set the comparison by too many digits from the end of the number, the accuracy of contact detection will increase, but the determination itself may not always happen. Reducing the number of digits, you reduce the accuracy of determination, but the match will be found more often.
Next, you need to authorize the CRM integration module in your Google account. In the 3CX client, in the Google Contacts section, click Authorize plug-in and log in. You will be prompted for permission for the integration module to access your account.
Then you will see the authorization code, which you just need to insert into the appropriate field in the plugin.
You can also specify where to open the Google contact card — the default browser or another browser.
When you receive a call, a contact card will open in the browser tab.
If the contact is not in the list, an empty contact card will open, which you can fill in by yourself (recall, for this the option Create new contact if not found must be enabled).
You can make a call from the contact card in two ways:
Please note that CRM integration is not supported in the 3CX client for Mac.
The operator should keep track of the number of open tabs in the Chrome browser, especially if calls are received quite often. A large number of tabs can significantly slow down your computer with average performance. This will lead to the fact that contact cards will open with a delay, and the operator’s task is to answer the call as quickly as possible.
CRM integration of 3CX with Google contacts can open a card of an existing contact, create a contact if it is missing, and also save call information in notes to a contact.
Outgoing calls are made in two ways: through the 3CX extension Click to Call for Chrome / Firefox or the 3CX Windows client hotkeys for Windows (more on this later in this post).
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Please note that 3CX Pro (i.e., any commercial edition) and the 3CX client for Windows installed are required for the integration to work. Of course, you must have a Google account activated. In some cases, the G Suite service administrator must enable the Directory service for you.
Installing CRM 3CX Integration with Google Contacts
To install 3CX integration with Google Contacts in the 3CX management console, go to Settings - CRM Integration - On the client side, select Google Contacts and click Download Selected.
To assign an integration to a user, open its properties, go to the Integration tab, set Enable Integration and select googleContacts.zip in the list.
Follow these steps for all users who need Google Contacts integration. Note that the user can also independently enable integration for himself if he has the right to manage his extension number.
After that, restart the 3CX client - the integration module will be transmitted over the network to the user's PC.
Configure 3CX CRM integration with Google Contacts
To open the settings of the 3CX integration module with Google Contacts, in the 3CX client for Windows, go to Settings - Extras. parameters - Integration.
General section
The General section indicates when to open a Google contact card: when you call, when you answer, or not at all. It also indicates at what minimum length of the number the card should be opened. This is done so that the integration does not open cards for internal subscribers with short numbers.
If the Enable Journaling option is enabled, a line with call data will be added to the Google contact at the end of the conversation. To create a new contact if Caller ID is not found, set the option Create new contact if not found.
In the Behavior section, it is recommended to set the maximum number length to match. A number arriving from an operator may have a different format and include a long-distance or international prefix. On the other hand, Google contacts can be entered with some additional prefixes that are missing in the incoming Caller ID. In any case, it is recommended to check the match for at least 7 last digits (i.e., by local number, if less than digits are not used in your local number). If you set the comparison by too many digits from the end of the number, the accuracy of contact detection will increase, but the determination itself may not always happen. Reducing the number of digits, you reduce the accuracy of determination, but the match will be found more often.
Google Contacts section
Next, you need to authorize the CRM integration module in your Google account. In the 3CX client, in the Google Contacts section, click Authorize plug-in and log in. You will be prompted for permission for the integration module to access your account.
Then you will see the authorization code, which you just need to insert into the appropriate field in the plugin.
You can also specify where to open the Google contact card — the default browser or another browser.
Work CRM Integration 3CX with Google Contacts
When you receive a call, a contact card will open in the browser tab.
If the contact is not in the list, an empty contact card will open, which you can fill in by yourself (recall, for this the option Create new contact if not found must be enabled).
You can make a call from the contact card in two ways:
- Install and configure Chrome Click to Call plugin . This is a more modern and versatile way. The number will be transferred to the 3CX web client or to the 3CX client for Windows, depending on the plugin settings.
- Turn on and use keyboard shortcuts in the 3CX client for Windows . In this case, the number is also transmitted to the 3CX client for Windows (but not to the web client).
Problems and features of integration
Please note that CRM integration is not supported in the 3CX client for Mac.
The operator should keep track of the number of open tabs in the Chrome browser, especially if calls are received quite often. A large number of tabs can significantly slow down your computer with average performance. This will lead to the fact that contact cards will open with a delay, and the operator’s task is to answer the call as quickly as possible.
Source: https://habr.com/ru/post/359366/
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