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General Settings

1. Login to your Vtiger Account. Go top right Icon and click on it.
2. Click on “My Preferences”.
3. Take the following pieces of information as displayed below. These must be copied into the 3CX CRM Management console.

Call Journaling

1. If you want to report external calls to Vtiger, you need to define the extension number for every Vtiger user. This way 3CX can map the extension number of the agent that received the call, to the Vtiger user.
2. Login to your Vtiger Account. Click the icon on the upper right corner of the screen.
3. Click on “My Preferences”.
4. Go to “User Management” > “Users”.
5. For the users that you want to report calls, edit the user and set any of the standard phone fields to the agent extension number. The fields you can use are “Home Phone”, “Office Phone”, “Mobile Phone”, “Secondary Phone”, and “Fax”.

6. Save the changes made to the user.

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General Settings

1. Login to the 3CX management console > "Settings" > "CRM Integration" > Server Side tab.
2. Select Vtiger from the dropdown list.

3. Enter the Vtiger URL. Ensure you enter https:// before the FQDN.
4. Enter the username you use to login to your account.
5. Enter the Access Key taken from the previous step.

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:

• Subject: The subject of the call.
• 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.