Vtiger CRM Integration

Introduction

3CX provides integration with Vtiger via the 3CX API for CRM with the following features:

Caller ID to Contact Name – inbound calls trigger a Vtiger contact lookup.
Contact Lookup in Vtiger based on Name, Number or Email if you search for a name in the 3CX Webclient
Call & Chat Journalling – calls and chats are logged in the Vtiger Contact Card as CRM call records.
Create a new Vtiger contact from the 3CX client for calls from new numbers.
Click to Call – launch calls straight from Vtiger via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Requirements:

Vtiger Cloud CRM edition is required. The Community Edition is not supported.
⚠ Important: You can not store numbers in Vtiger with spaces, dashes, or any non-numeric character except the plus (+) prefix.

Login to your Vtiger Account. Go to the top right icon and click on it.
Click on “My Preferences”.
Take the “Username” and “Access Key” as displayed above. These will be required to configure the CRM integration in the 3CX Management Console.
In order to be able to run the contact lookup on Leads, you need to ensure that the leads module is enabled. To do this, click on preferences > Settings.
Under Module Management, click Modules and ensure that the Leads module is checked.

Login to the 3CX management console > Settings > CRM Integration > Server Side tab.
Select Vtiger from the dropdown list.
Enter the Vtiger URL. Ensure you enter https:// before the FQDN.
Enter the Username and Access Key taken from the previous step.
Select the preferred contact lookup order.
Enable the checkbox “Enable Lookup on Leads” in case you want this. Also, ensure that the Leads module is enabled in Vtiger if you select this option.

To report external calls and chats to Vtiger, the email address configured for the 3CX extension must match the email address of a Vtiger user. This way 3CX can map the 3CX extension receiving the call or chat to the Vtiger user.
Check the “Enable Call Journaling” option to report external calls to the CRM, and configure these “Call Journaling” parameters:

Please note that you can use variables in the “Call Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

If you want to report chats to the CRM, check the Enable Chat Journaling checkbox and configure the parameters below:

Please note that you can use variables in the “Chat Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

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 “Allow contact creation directly to your CRM using 3CX Web Client” checkbox and configure the parameters below.
Contact Creation parameters are:

Create Lead or Contact - The entity to be created (Lead/Contact). Please ensure that the Leads module is enabled in Vtiger in case you select “Lead” here.

When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.