Installation Guide. 3CX CRM Plugin for Autotask. Version:

Transcription

1 Installation Guide 3CX CRM Plugin for Autotask Version:

2 "Copyright VoIPTools, LLC " Information in this document is subject to change without notice. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission VoIPTools, LLC. Version Last updated May 18, P a g e

3 Table of Contents Table of Figures... 3 Introduction... 4 Installation... 4 Download software... 4 Install Prerequisites... 4 Install 3CX CRM Plugin for AutoTask (Server)... 4 Install 3CX CRM Plugin for AutoTask (Client)... 4 Register your License Key... 4 Autotask Integration Server... 5 Requirements... 5 Prerequisites... 5 Step by step Installation Procedure CX AutoTask Integration configuration screen Server License screen Endpoints screen Disable Endpoint Services Screen Settings screen CX CRM Plugin for AutoTask (Client) Requirements Prerequisites Download Installation Step by step Installation Procedure Web Portal Support P a g e

4 Table of Figures Figure 1: User Account Control... 6 Figure 2: VoIPTools 3CX AutoTask Integration Setup Wizard... 7 Figure 3: 3CX Relay Services... 8 Figure 4: Relay Agent Setup Wizard... 9 Figure 5: Relay Agent Install Progress Screen Figure 6: Relay Agent Installation Complete Screen Figure 7: Test VoIP 3CX Relay Settings Figure 8: Confirmation message box Figure 9: Configure Database Figure 10: Connection Properties Screen Figure 11: Windows Authentication Figure 12: SQL Server Authentication Figure 13: Configure Database Figure 14: Installing 3CX AutoTask Integration Figure 15: Alert Message Figure 16: Run Application Figure 17: Registre 3CX AutoTask Integration Figure 18: Registration Success message box Figure 19: AutoTask Integration configuration screen - Endpoints tab Figure 20: 3CX AutoTask Integration - Start/ Stop Service Figure 21: AutoTask Integration configuration screen - Settings tab Figure 23: 3CX Extension Permissions Figure 24: 3CX System Administrator P a g e

5 Introduction The 3CX CRM Plugin for AutoTask creates a seamless integration between AutoTask and 3CX. The solution consists of three main components: A web portal: used to authorize extensions to use the 3CX CRM Plugin for AutoTask A CRM plugin for 3CX Phone for Windows: The plugin displays call notifications, performs screenpops for incoming calls, and automates outbound calls. For inbound calls the plugin instructs AutoTask to display either a Account, Contact, Ticket, or search screens. The plugin also supports integration with the optional Desk Director add-in. An Integration Server: The Integration Server manages communication between the client plugin and AutoTask, and authenticates extension licensing. Installation Download software There are two installers - a server installer that is run on the 3CX server (includes the AutoTask Integration Server, the VoIPToys Licensing Server, and VoIPToys Relay Agent), and a client installer which is run on each workstation. You can download the installers here: Install Prerequisites There are a number of prerequisites that must be installed prior to installing 3CX CRM Plugin for AutoTask. Ensure that your system is ready with requirements and prerequisites mentioned in this guide for both server and client installers. Install 3CX CRM Plugin for AutoTask (Server) The step-by-step instructions guide you to successfully install 3CX AutoTask Integration Server. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named AutoTask3CXInstaller.exe Install 3CX CRM Plugin for AutoTask (Client) The step-by-step instructions guide you to successfully install 3CX AutoTask Client Server. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named AutoTaskPluginInstaller.exe Register your License Key Licensing for the AutoTask plugin is based on the number clients needed. You must purchase a license key which is installed during the server installation process. 4 P a g e

6 Autotask Integration Server Requirements Before installing 3CX Competitive Wallboard, you need to ensure that your computer meets the minimum requirements mentioned below: CX Version bit (Pro or Enterprise Version Only) Windows 7, 8, 8.1 Pro, Windows Server 2008, R2, and 2012, R2 64bit Microsoft.Net 4.5 SQL Server 2012 (including Express) or newer Open TCP ports 6700 and 8700 on the 3CX server s Windows firewall Prerequisites Since the add-on 3CX CRM Plugin for AutoTask includes a CFD application, you will need to install either Pro or Enterprise version of 3CX When installing SQL Server, we recommend you install it in Mixed Mode to include SQL Authentication, and install SQL Management Studio When installing IIS, be sure to install Basic Authentication,.Net Extensibility, and ASP.Net 4.X Prerequisites Prior to installing the 3CX CRM Plugin for AutoTask solution, the following prerequisites must be completed: Install Microsoft SQL Server 2012 (or newer) or identify an existing SQL Server instance that can be used by the 3CX CRM Plugin. The Integration server needs to maintain information for its internal processes in a Microsoft SQL Server database. The Integration server can use the free Express edition of SQL Server. It is recommended that you also install SQL Server Management Studio If you are running a firewall directly on your 3CX server, you will need to open TCP ports 6700 and 8700 prior to starting the install of the integration server. The client plugin communicates with the Integration Server using these TCP ports. The client plugin determines what AutoTask screen to display based on the type of inbound call. For example, if the call is coming from a sales queue, an account or contact screen should display. If the call is coming from a support queue, a ticket screen should display. The plugin determines whether an inbound call should display contact or ticket information based on the origin (queue extension number) of the call. A mapping of queue extensions to screen-pop types (contact or ticket) will be performed during the install. 5 P a g e

7 Step by step Installation Procedure The following section guides you through a detailed walk-through of the installation process. Start with the Server installation which must be performed on the 3CX server. The CRM Plugin communicates with the Integration Server using TCP ports 6700 and If you are running a firewall directly on your 3CX server, you will need to open these ports in the firewall prior to starting the install. Step 1: Download server installer You can check for the software download link included in your order confirmation . As an alternative, you can also find the link from your order history on our website. Step 2: Extract the installer from the downloaded.zip file The file you downloaded in the above step is a compressed.zip file. Position the mouse on the zip file and right-click. From the popup menu, select Extract All to extract the software. Step 3: Start the installation process From the extracted folder, find and double-click the file AutoTask3CXInstaller.exe You will be prompted to allow administrative access to perform the install. Click Yes to continue the installation. Figure 1: User Account Control 3. Click Next on the initial Setup Wizard screen. 6 P a g e

8 Figure 2: VoIPTools 3CX AutoTask Integration Setup Wizard Special note for Multi-tenant installations: If you are installing 3CX AutoTask Integration on a 3CX Cloud (Multi-tenant) server, an additional screen will display with a combo box containing a list of all installed tenants. Select the correct tenant and continue. If you are installing 3CX AutoTask Integration on a separate server and pointing it to a 3CX Cloud server, you will need to tell the installer the name of the specific tenant desired. Start the installer from a command window and include an additional parameter: tenantname=<your-tenant-name>. Passing the tenant name to the installer will pre-fill the combo box with the correct tenant name. For example: 3CXAutoTaskIntegration.exe tenantname=the3cxtenantname 7 P a g e

9 Figure 3: 3CX Relay Services Step 4: Download the VoIPTools 3CX Relay (if required) 3CX permits one 3 rd party application to communicate with the 3CX server at a time. To overcome this limitation, VoIPTools created the 3CX Relay Service. The Relay is a lightweight application that is installed directly on the 3CX server. The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between by VoIPTools products and 3CX. The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet). If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server. If you are installing 3CX On Call Manager directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions as mentioned below: If you have already installed the Relay, you need not install it again unless a newer version is required. 8 P a g e

10 Relay Install Instructions i. Press Install / upgrade 3CX Relay Services to download and start the Relay Agent Installer. ii. On the initial Relay Agent Setup Wizard screen press Next. Figure 4: Relay Agent Setup Wizard iii. The Relay Agent installer will complete the installation of the 3CX Relay Services windows service and start the service. 9 P a g e

11 Figure 5: Relay Agent Install Progress Screen iv. Once the Relay Agent installation has completed successfully the Installation Complete screen will display. Press Close to close the Relay Agent installer and return to the Integration Server Installer. Figure 6: Relay Agent Installation Complete Screen 10 P a g e

12 Step 5: Test the VoIPTools 3CX Relay Settings In the Relay Services Host field, enter localhost if installing 3CX AutoTask Integration on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server. In the Relay Services Port field, enter the value as 8700 The default port number is 8700 but will likely be different in multi-tenant environment. 3. Click Test Relay Settings to confirm 3CX AutoTask Integration can communicate with the Relay services running on the 3CX server. Figure 7: Test VoIP 3CX Relay Settings 4. If the 3CX AutoTask Integration is successfully able to communicate with the Relay services that run on the 3CX server, Success message box appears. Click OK. 11 P a g e

13 Figure 8: Confirmation message box 5. Click Next to continue the installation 12 P a g e

14 Step 6: Configure the Database On the SQL Database Connection screen, press the Configure button to setup a connection to SQL Server. You can let the installer create the SQL Server database for you, or you can manually create the database using Microsoft SQL Server Management Studio. The installer will create the necessary SQL objects for you automatically. Figure 9: Configure Database The Connection Properties screen will display. Use this screen to define your SQL Connection string. In the Server name field enter the SQL Server Instance name (example: SQLServerName\SQLExpress). If you want to use SQL Authentication, then install SQL Server in Mixed mode. If SQL Server is installed on a server other than the server where 3CX On Call Manager is installed, you will need to configure SQL Server to allow remote connections. 13 P a g e

15 Figure 10: Connection Properties Screen The Integration Server installer will automatically create a local VoIPToys user account. This account authenticates to SQL server and is given the necessary access permissions to update the database. The Integration Server license service also uses this account. 14 P a g e

16 3. Under Log on to the server section: If you want to use SQL Authentication, then install SQL Server in Mixed mode. If SQL Server is installed on a server other than the server where 3CX On Call Manager is installed, you will need to configure SQL Server to allow remote connections. a. Select Use Windows Authentication. The VoIPTools installer will create a local windows user name as VoIPToys and will give sufficient rights to this user to create / update the SQL database. Figure 11: Windows Authentication 15 P a g e

17 b. SQL Server technical administrators can alternatively select Use SQL Server Authentication, specify a SQL Login account and password, and select appropriate database value from the Select or enter a database name drop down. Figure 12: SQL Server Authentication To have the installer create the database for you, leave the Select or enter a database name field blank. To use a pre-existing database, select the desired database from the drop-down list. Click the Test Connection button to confirm connectivity to SQL Server. Click OK to save the SQL Connection information. Click Next to create the required SQL database objects. 16 P a g e

18 Figure 13: Configure Database 8. The Integration Server installation status screen will display the installation progress. Figure 14: Installing 3CX AutoTask Integration 17 P a g e

19 9. An alert message appears that suggests you to perform the installation only when you don t have any active calls running. a. Click OK if you don t have any active calls running to continue the installation. If there are any active calls running, and if you click OK then, you may lose them. VoIPTools recommends you to perform this install during a period of low or no important call activity. b. Click Cancel if you want to cancel the installation process and retry when you don t have any active calls running. Figure 15: Alert Message 3CX requires that you must have the professional edition of 3CX or higher to use Voice Apps. 18 P a g e

20 Step 7: Run Application When the software installation completes, click Run Application. Figure 16: Run Application If 3CX and SQL are on a separate server then, in order to set up SQL to accept remote connections, follow the instructions as mentioned below: In the server where SQL is installed, go to C:\ProgramData\3CX\Instance1\Data\Voiceapps path and find the file VoIPTools-AutoTask-Settings.txt. Replace the ConnectString value from local to ServerName\SQLExpress. 3. Replace the RelayHost value from localhost to Name (or) IP Address of the 3CX Server. 19 P a g e

21 3CX AutoTask Integration configuration screen Server License screen Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date. Voiptoys Site License Distribution Server The Integration Server installer will create a desktop shortcut to the licensing configuration application. This program collects your license information and registers your license key for use with the 3CX server. A license key is provided when you purchase 3CX CRM Plugin for AutoTask. The license key will specify the number of endpoints (extensions) that are permitted to register to the license server. Click on the licensing configuration shortcut to start the configuration application. In the Server License tab, enter the license key and end-user contact information. Figure 17: Registre 3CX AutoTask Integration 20 P a g e

22 3. 4. Click Register to activate your license key. Success message box appears. Click OK. After the key has successfully registered, your purchased license information will display on the top portion of the screen. Figure 18: Registration Success message box Pay particular attention to the number of licenses shown in the Licenses field. This is the number of authorized endpoints. The Activation field shows when your key was activated. You are eligible to receive free software updates for one year. If a software update is available for download, a message will display next to the Check for Updates button. Pressing this button will download an updated installer to your desktop. You can then run the installer to update the software. 21 P a g e

23 Endpoints screen You can manage the list of endpoints registered to the AutoTask Integration Server on the Endpoints tab. This tab displays pertinent information about the registered workstations, and displays the total number of licenses available and the number of licenses in use. Disable Endpoint Figure 19: AutoTask Integration configuration screen - Endpoints tab You can reclaim a registration by disabling an end point so that the system returns the license to the total number of licenses available for end points. In the Endpoints tab, select the PC that is no longer in use. Click DELETE to disable the endpoint from the list and return the license to the total number of licenses available for endpoints. 22 P a g e

24 Services Screen Services tab enables you to Stop or Start a service. To start a service, click Start button. To stop a service, click Stop button. You can monitor the status of 3CX AutoTask Integration service in Services screen. Typically, the status values are Running, Stopped or Unknown. Figure 20: 3CX AutoTask Integration - Start/ Stop Service 23 P a g e

25 Settings screen Settings screen enables you to configure settings for AutoTask, 3CX and Licensing Server. These settings will be downloaded into the clients upon installation. Figure 21: AutoTask Integration configuration screen - Settings tab 3CX Settings: a. Under 3CX Settings section, in the Existing ticket IVR installed on field, the system automatically displays the IVR extension that accepts existing tickets. b. In the Ticket Queue List field, enter a list of queues (separated by commas) intended to support screen popping tickets on client machines. c. In the Sales Queue List field, enter a list of queues (separated by commas) intended to support screen popping companies/ contacts on client machines. Licensing Server: a. Under Licensing Server section, and in the Server Host field, enter appropriate FQDN or Public IP 24 P a g e

26 Address that serves as the host name for the licensing server. b. In the Port field, enter the port number for this licensing server. Continue with default Port value unless you know that you need to change it. 3. Other Settings: a. Under Other Settings section, check Log Server Debug Messages check box to log debugging messages to the winder VoIPToys event log. 4. Click Save to save the settings. 3CX Settings Existing ticket IVR installed on Ticket Queue List Sales Queue List The IVR extension that accepts existing tickets A comma separated list of queues intended to support screen popping tickets on client machines. A comma separated list of queues intended to support screen popping companies/ contacts on client machines. Licensing Server Settings Server Host Port The host name for this licensing server (typically a FQDN or Public IP Address) The port number for this licensing server (Leave default unless you know you need to change it) Other Settings Log Server Debug Messages Step 9: AutoTask Live Links Select this to log debugging messages to the winder VoIPToys event log. The 3CX CRM Plugin for AutoTask can automate outbound calls through the use of AutoTask Live Links. When navigating to an AutoTask Accounts, Contacts, or Ticket screen you will notice a menu option titled Live Links. Selecting this menu option will display a Live Link that when clicked will show a dialog that lists one or more phone numbers. In the example above, selecting Live Links 3CX Ticket Phone Control from the ticket screen will display the following dialog: 25 P a g e

27 Clicking on one of the phone number links will: Initiate an outbound call to the selected number Create a note for the ticket containing summary information about the call Attach a recording of the call to the ticket (provided that the 3CX extension is configured to record all calls) The process of automating outbound calls through Live Links is identical for Accounts, Contacts, and Tickets. To utilize this functionality within AutoTask you must install three LiveLinks: 3CX Account Phone Control 3CX Contact Phone Control 3CX Ticket Phone Control To install the live links: Login to AutoTask and hover over the AutoTask icon Navigate to ADMIN Extensions and Integrations Expand the AUTOTASK ADD-ON section Click on the LiveLinks Designer link Press the Explore the AXN LiveLinks Catalog button On the right-hand pane select the Explore the AXN LiveLinks Catalog tab. A catalog search screen will display. Enter 3CX in the LiveLink Name field and press Search. You should see the three 3CX Links in the results screen. To install the three 3CX LiveLinks, right click on a row and choose Install LiveLink. 26 P a g e

28 3CX CRM Plugin for AutoTask (Client) The 3CX CRM Plugin for AutoTask has a client application (plugin) that integrates with 3CX Phone for Windows. The plugin displays inbound call information and instructs AutoTask to display the caller s contact or ticket information. Requirements CX Phone for Windows Windows 7, 8, 8.1, Windows Server 2008, R2, and 2012, R2 64bit Microsoft.Net 4.5 Open TCP ports 6700 and 8700 on the 3CX server s Windows firewall 5. Installation of the client directly on the 3CX server is not supported Prerequisites Install 3CX Phone for Windows on the client PC prior to installing the CRM plugin Download The CRM Plugin client installer is run on each workstation. You can download the installers here: Licensing for the AutoTask plugin is based on the number clients you need. You will need to purchase a license key which is installed during the server installation process. 27 P a g e

29 Installation Step by step Installation Procedure Step 1: Download client installer You can check for the software download link included in your order confirmation . As an alternative, you can also find the link from your order history on our website. Step 2: Extract the installer from the downloaded.zip file The file you downloaded in the above step is a compressed.zip file. Position the mouse on the zip file and right-click. From the popup menu, select Extract All to extract the software. Step 3: Start the installation process 3. From the extracted folder, find and double-click the file AutoTaskPluginInstaller.exe You will be prompted to allow administrative access to perform the install. Click Yes to continue the installation. Click Next on the initial Setup Wizard screen. Step 4: Download the VoIPTools 3CX Relay (if required) All BVoIP products communicate with 3CX through the VoIPToys Relay Agent. The relay agent makes it possible for multiple products to communicate with 3CX through a single consistent connection. Enter the appropriate host and port for the relay agent. This will always be the host name of the 3cx server and port 8700 for single tenant environments. For multi-tenant environments the port number will be different for each tenant. Step 5: Test the VoIPTools 3CX Relay Settings 3. On the CRM Plugin installer screen, press Test Relay Settings to confirm that you can communicate with the Relay Agent. You should see a Test success! message. After a successful Relay test, press the Next button to continue with the installation of the CRM Plugin. When the CRM plugin installation is complete, press Run Application to start the CRM Plugin configuration program. 28 P a g e

30 Step 6: Configure AutoTask The CRM plugin configuration screen manages the settings necessary for the plugin to login and communicate with AutoTask. Enter the necessary configuration settings and press Save Press the Restart 3CX Phone to apply the changes. The following table describes each of the CRM configuration settings: Setting Description Auto Task Screen Pop Open Option Indicate when the screen pop will happen. Valid values are RINGING and ANSWERED. Auto Task Debug Auto Task Ticket Queue List Auto Task Company Queue List Auto Task Relay Services DNS Name Auto Task Relay Services Port Auto Task Desk Director Integration Auto Task User Name Auto Task Password Log additional debug information. When set to true, the AutoTask plugin will log extra debug information to a text file for troubleshooting purposes. Valid values are true or false. List the queues that pop the support ticket screen. A comma separated list of queue extension numbers. Only the first queue in the list can pop specific ticket numbers. List of queues that pop the company/contact screen. A comma separated list of queue extension numbers. Host name of the 3CX server TCP port number used to communicate with the relay agent. This will always be 8700 in a single tenant environment. In multi-tenant environments this number will vary. You must take note of the port number specified when you initially install the relay agent on the 3CX server. Integrate with Desk Director. Valid values are true or false AutoTask login user name AutoTask login password Figure 28: CRM Plugin settings Step 7: Restore AutoTask Plugin Configuration When the AutoTask plugin is installed on a PC, the 3CX Phone for Windows configuration file is updated to load the AutoTask plugin. Unfortunately, when 3CX releases an automatic update for 3CX Phone for Windows, their updater deletes all plugin information. To restore the AutoTask plugin configuration information in the 3CX Phone for Windows configuration file, open the AutoTask 3CX Plugin Configuration screen and press Restart 3CX Phone. 29 P a g e

31 Step 8: Enable Integration with Desk Director Desk Director is a 3 rd Party Add-on for AutoTask. Enabling integration with Desk Director is very simple. On the AutoTask 3CX Plugin configuration screen: 3. Enter true in the AutoTask Desk Director Integration field. Press Save to update the plugin configuration. Press the Restart 3CX Phone The plugin will open Desk Director whenever a caller has specified a ticket number. Web Portal The web portal allows you to specify which 3CX extensions have permission to use the plugin and consume a client licenses. To access the web portal, a user must have 3CX system admin rights. To configure 3CX admin rights: Log in to the 3CX Management Console Select the extension that will be assigned 3CX System Administration rights Select the Options tab Click the Configure Permissions Figure 22: 3CX Extension Permissions 30 P a g e

32 5. Check the System Administrator check box and click OK Figure 23: 3CX System Administrator 6. Press OK to save the changes 31 P a g e

33 Support If you need support, would like to request an enhancement to 3CX On Call Manager Standard, or are interested in discussing a custom solution, you can contact as at the following: Address: 2306 Shimmering Bay Lane Cincinnati, OH Hours: Monday Friday 8:00 A.M. 5:00 P.M. Central Standard Time Phone: USA: Skype: VoIPToys info@voiptools.com Web: 32 P a g e