Integrate 3CX with LeadSquared Telephony

1. Feature Overview

3CX is an open-platform, VoIP (Voice over Internet Protocol) phone system that works on-premise or in the cloud. Once you integrate your 3CX account with LeadSquared, you can –

• Make calls and automatically track the calls in Lead Activity History.
• Open lead details automatically when an inbound call is received.
• Automatically create new leads through incoming phone calls from unknown numbers.
• View your call logs as LeadSquared activities together with downloadable recordings.

2. Prerequisites

• You must be an administrator user of your LeadSquared account.
• Your account plan must support Telephony integration.
• You must have an active admin account with 3CX.
• You will need to install the 3CX Click2Call extension on the Chrome Webstore for Click2Call functionality.

3. Install and Configure UTC

On LeadSquared, navigate to Apps>Apps Marketplace, search for the Universal Telephony Connector, and click Install.

Next –

1. Hover the cursor over the settings icon and click Configure.
2. Click the icon to add a new connector.
3. Select LeadSquared Generic Telephony Connector as the Connector Type.
4. Name the connector as 3CX and click Add.

4. Configure User-Agent Mapping

Once you get the phone extensions from 3CX for the sales users (agents), map each user against their respective extensions in the User-Agent Mapping section of UTC. Once done, click Save.

5. Configure Click2Call

The Click2Call feature lets your sales reps/agents place an outbound phone call by clicking the lead’s phone number on the Manage Leads or Lead Details pages. Currently, the 3CX Click2Call extension is only supported on Google Chrome.

Install the 3CX Click2Call extension from the Chrome Webstore.

Select an option for Which 3CX App to launch –

• The Desktop App option will open any clickable phone number on the 3CX Desktop App for dialing.

• The Web Client option will open any clickable phone number on the 3CX web client for dialing. You will need to enter your web client URL – for example, https://example.pbx:5001/webclient.

6. Configure Call Log

All inbound and outbound calls made through your Telephony account can be logged in LeadSquared by setting up Call Logs. These logs will be posted to LeadSquared as incoming/outgoing phone call activities.

You must configure settings at both LeadSquared and 3CX for this functionality to work –

6.1 Upload LeadSquared Template on 3CX

You must also upload the LeadSquared template on your 3CX account to configure the Call Log functionalities –

1. Download this template.
2. Unzip the template.
3. On your 3CX admin console, navigate to Settings>CRM.
4. Upload the LeadSquared_3CX_UTC XML file.

6.2 Call Log Configuration for 3CX

Enter the following parameters on 3CX –

7. FAQs

1. How do I turn on verbose logging on 3CX?

If you have access to the 3CX admin console, navigate to Dashboard>Activity Log>Settings>Verbose and turn on Verbose Logging. Additionally, you can check the logs by navigating to Dashboard>Activity Log>Instance> 3cxSystemService.log.

2. Why isn’t my 3CX web client placing a call?

One common reason might be when the phone number includes a “+” or “-” (for example, +91-9876543210). This could be a problem with the 3CX settings, and you will need to get in touch with the 3CX support team.

Any Questions?

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