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3CX PhoneSystem Salesforce Integration

Salesforce.com Integration

This guide will show you how to integrate Salesforce with 3CX Phone System3CXPlugins provides out of the box integration with Salesforce. This integration allows showing the contact record on inbound calls, saving the call information in the contact’s history, and launching outbound calls to your Salesforce contacts directly from the Salesforce web interface.

System Requirements

  • 3CX Phone System v14 PRO edition
  • 3CXPhone for Windows installed and running
  • Salesforce Enterprise account, Salesforce Unlimited account, or Salesforce Professional account with web services enabled (Salesforce Web Services API is used)

Installing the Salesforce.com Integration

Download set-up from here:  https://net-point.ch/3cx/3cx-download/

When prompted, select “Salesforce” and then follow the instructions to complete the installation.

Salesforce.PNG

When the setup finishes, launch the 3CX Plugins Manager tool to start configuring your plug-in.

Configuring the Salesforce Plugin

General configuration


Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Salesforce (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).







If you also want to automatically register the call activity in the contact’s activity history, you must check the“Enable Journaling” option. When this option is set, the plugin will add a new record containing information about the call in the contact’s activity history, after the call has ended. If you want to create a new contact when the Caller ID is not found, just check the option.

In the Behavior section you can also change the 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 Salesforce 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 Salesforce plug-in 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.


Salesforce configuration

Now, you need to fill in the Login Information section. Just enter your email address, password and security token. If you don’t have a Security Token, login to Salesforce using the web interface and go to Setup > My Personal Information > Reset My Security Token.



Then, 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. And finally, when opening a contact record, you can specify if you want it opened in your default browser, or configure the plug-in to open the contact record in another browser.

Configuring Outbound Calls Via Salesforce

The Salesforce plugin automatically creates custom fields in your Salesforce database when a user with administration privileges is configured to use the application. Each created field allows you to easily dial a different number of a contact, lead or account. The list of fields automatically created follows:

  • In the Contact table
  • Call assistant phone via 3CX
  • Call fax via 3CX
  • Call home phone via 3CX
  • Call mobile phone via 3CX
  • Call other phone via 3CX
  • Call phone via 3CX
  • In the Lead table
  • Call fax via 3CX
  • Call mobile phone via 3CX
  • Call phone via 3CX
  • In the Account table
  • Call fax via 3CX
  • Call phone via 3CX

These fields are hidden by default. In order to view them in the Contacts, Leads or Accounts pages, you need to login to Salesforce and change the field accessibility. To do this:

  1. Go to Setup > App Setup > Customize > Contacts > Fields. At the bottom of that page you will find the custom fields created.
  2. Click on the custom field that you want to make visible, for example “Call mobile phone via 3CX”.
  3. Press the “View Field Accessibility” button on the upper right side of the screen.
  4. Click on the “Hidden” label on the right of “Standard User”.
  5. Check the “Visible” option in the “Contact Layout” row, and press the “Save” button to finish
  6. Repeat the same procedure for every field that you want to view in the Contact page.
  7. Repeat the same procedure for Leads, going to Setup > App Setup > Customize > Leads > Fields
  8. Repeat the same procedure for Accounts, going to Setup > App Setup > Customize > Accounts > Fields

Launching Calls

The Salesforce plugin allows you to automatically dial contacts simply by clicking ‘Call this contact’. The call will be triggered and set up to the user’s desktop phone WITHOUT having to actually dial the number on the phone. This saves users a great deal of time.

Once you changed the visibility attributes of the created custom fields, you are able to launch calls directly from the Salesforce web interface. The Contacts page should look like the following:


Now, for example, clicking on the link “Click here to call this contact with 3CX (Phone)” will launch a call to the contact’s phone using 3CX Phone System and connect it to your extension.