Introduction

3CX provides integration with Freshsales via the 3CX API for CRM. The configuration is done server-side, in an easy and straightforward way. This integration provides these benefits to users of 3CX and Freshsales:

  • Contact Synchronization – Inbound calls from external numbers trigger a contact lookup in your CRM, and contact details are added to 3CX Contacts. This way, the caller name is automatically shown in your phone display when you receive the call.
  • Call Pop-ups – When using the 3CX Web Client, the customer record is brought up to you automatically when you receive an inbound call.
  • Call Journals – Calls are logged as call records in the CRM.
  • Create a new contact automatically when a call is received from an unknown number.
  • Click to Call – Launch calls straight from Freshsales via 3CX, using the 3CX Browser Extension.

This guide takes you through the steps required to setup your Freshsales with 3CX.

3CX CRM Server Side Configuration

General Settings

  1. Login to the 3CX Management Console and go to “Settings” > “CRM Integration” > “Server Side” tab.
  2. Select “Freshsales” from the dropdown list.
  1. For the Domain Part, enter your CRM domain name - for example, if your Freshsales URL is https://abc.Freshsales.io/ enter “abc”.
  2. Enter your Username and Password.

Call Journaling

  1. If you want to report external calls to the CRM, check the Enable Call Journaling checkbox and configure the parameters below. Please note that this feature is only available for 3CX v16 and later installations.

2. Call Journaling parameters are:

  • Answered Inbound Call: Description for answered inbound calls.
  • Missed Call: Description for missed calls.
  • Answered Outbound Call: Description for answered outbound calls.
  • Unanswered Outbound Call: Description for unanswered outbound calls.

3. Please note that you can use variables in the Call Journaling parameters. Variables are specified between [], for example the external number is specified as [Number]. The available variables are:

  • CallType - The type of call, it can be “Inbound”, “Outbound”, “Missed”, or “Unanswered”.
  • Number - The external contact number (the number dialed for outbound calls or the caller number for inbound calls).
  • Agent - The extension number of the agent handling the call.
  • Duration - The duration of the call in “hh:mm:ss” format.
  • DurationTimeSpan - The duration of the call as a TimeSpan object, which can be formatted as the user wants.
  • DateTime - The start date & time of the call, in local time zone, formatted using the local culture from the 3CX server.
  • CallStartTimeLocal - The start date & time of the call, in local time zone, as a DateTime object, which can be formatted as the user wants.
  • CallStartTimeUTC - The start date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants.
  • CallEndTimeLocal - The end date & time of the call, in local time zone, as a DateTime object, which can be formatted as the user wants.
  • CallEndTimeUTC - The end date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants.

Contact Creation

  1. If you want to create new contacts in the CRM when a call is received from an unknown number (not found in both 3CX and CRM), check the Enable Contact Creation checkbox and configure the parameters below. Please note that this feature is only available for 3CX v16 and later installations.

2. Contact Creation parameters are:

  • Create Lead or Contact - The entity to be created (Lead/Contact).
  • New Contact First Name - The first name of the newly created Contact.
  • New Contact Last Name - The last name of the newly created Contact.

3. Please note that you can use variables in the first name and last name fields. Variables are specified between [], for example the external number is specified as [Number]. The available variables are:

  • Number - The external contact number (the number dialed for outbound calls or the caller number for inbound calls).