May 27, 2018 at 03:013CX CRM integration with Google Contacts
- Tutorial
- Recovery mode
In the last article, we discussed the integration of the free edition of the IP-PBX 3CX with Microsoft Outlook . And in this article we’ll talk about 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 database of contacts, thus organizing the simplest CRM system.
3CX CRM integration with Google contacts can open the card of an existing contact, create a contact if it is absent, and save call information in contact notes.
Outgoing calls are made in two ways: through the 3CX Click to Call extension for Chrome / Firefox or the 3CX client hotkeys for Windows (more on this below).
Please note - integration is necessary for the operation3CX Pro (i.e. any commercial edition) and the installed 3CX client for Windows. 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 integration to a user, open his properties, go to the Integration tab, select Enable integration and select googleContacts.zip from the list.
Follow these steps for all users who need integration with Google Contacts. Note that the user can also turn on integration for himself if he has the right to manage his extension.
After that, restart the 3CX client - the integration module will be transferred over the network to the user's PC.
To open the parameters of the 3CX integration module with Google Contacts, in the 3CX client for Windows, go to Settings - Extras. Options - Integration.
The General section indicates at what point to open the Google contact card: when making a call, when answering, or not at all. It also indicates the minimum number length for opening a card. This is done so that integration does not open cards for extension subscribers with short numbers.
If the Enable Journaling option is enabled, at the end of the conversation, a line with the call data will be added to the notes on the Google contact. To create a new contact if Caller ID is not found, set the Create new contact if not found option.
In the Behavior section, it is recommended to set the maximum number length for matching. The number coming from the 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 not in the incoming Caller ID. In any case, it is recommended to check the match by at least the last 7 digits (i.e., by the local number, if your local number does not use fewer digits). If you make a comparison using too many digits from the end of the number, the accuracy of determining the contact will increase, but the determination itself may not always occur. Reducing the number of digits, you reduce the accuracy of the determination, but the match will be 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 to your account. You will be asked for permission to access the integration module to your account.
Then you will see the authorization code, which you just need to insert into the corresponding field in the plugin.
You can also specify where to open the Google contact card - the default browser or in 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 out yourself (recall, the Create new contact if not found option must be enabled for this).
There are two ways to make a call from a contact card:
Please note that CRM integration is not supported on the 3CX client for Mac.
The operator should monitor the number of open tabs in the Chrome browser, especially if calls come in often enough. A large number of tabs can noticeably slow down a computer with average performance. This will cause contact cards to open with a delay, and the operator’s task is to answer the call as quickly as possible.
3CX CRM integration with Google contacts can open the card of an existing contact, create a contact if it is absent, and save call information in contact notes.
Outgoing calls are made in two ways: through the 3CX Click to Call extension for Chrome / Firefox or the 3CX client hotkeys for Windows (more on this below).
Please note - integration is necessary for the operation3CX Pro (i.e. any commercial edition) and the installed 3CX client for Windows. Of course, you must have a Google account activated. In some cases, the G Suite service administrator must enable the Directory service for you.
Install 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 integration to a user, open his properties, go to the Integration tab, select Enable integration and select googleContacts.zip from the list.
Follow these steps for all users who need integration with Google Contacts. Note that the user can also turn on integration for himself if he has the right to manage his extension.
After that, restart the 3CX client - the integration module will be transferred over the network to the user's PC.
Configuring CRM 3CX integration with Google Contacts
To open the parameters of the 3CX integration module with Google Contacts, in the 3CX client for Windows, go to Settings - Extras. Options - Integration.
General Section
The General section indicates at what point to open the Google contact card: when making a call, when answering, or not at all. It also indicates the minimum number length for opening a card. This is done so that integration does not open cards for extension subscribers with short numbers.
If the Enable Journaling option is enabled, at the end of the conversation, a line with the call data will be added to the notes on the Google contact. To create a new contact if Caller ID is not found, set the Create new contact if not found option.
In the Behavior section, it is recommended to set the maximum number length for matching. The number coming from the 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 not in the incoming Caller ID. In any case, it is recommended to check the match by at least the last 7 digits (i.e., by the local number, if your local number does not use fewer digits). If you make a comparison using too many digits from the end of the number, the accuracy of determining the contact will increase, but the determination itself may not always occur. Reducing the number of digits, you reduce the accuracy of the determination, but the match will be 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 to your account. You will be asked for permission to access the integration module to your account.
Then you will see the authorization code, which you just need to insert into the corresponding field in the plugin.
You can also specify where to open the Google contact card - the default browser or in another browser.
3CX CRM integration 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 out yourself (recall, the Create new contact if not found option must be enabled for this).
There are two ways to make a call from a contact card:
- Install and configure the 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 settings of the plugin.
- Enable 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 on the 3CX client for Mac.
The operator should monitor the number of open tabs in the Chrome browser, especially if calls come in often enough. A large number of tabs can noticeably slow down a computer with average performance. This will cause contact cards to open with a delay, and the operator’s task is to answer the call as quickly as possible.
