User Guide 3CX CRM Plug-in for Zendesk Version 15.5.89
"Copyright VoIPTools, LLC 2011-2018" 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 15.5.89 Last updated May18, 2018 1 P a g e
Table of Contents Table of Figures... 3 What is 3CX CRM Plug-in for Zendesk?... 4 Integration Features... 4 Prerequisites... 5 Installation... 6 Download software... 6 Install Prerequisites... 6 Install 3CX CRM Plug-in for Zendesk... 6 Register your License Key... 6 Step by step Installation Procedure... 6 3CX Zendesk Integration... 17 Registration... 17 Endpoints... 18 Disable Endpoint... 18 Services... 19 Security... 20 Settings... 21 Web Portal... 24 Login to Web Portal... 24 3CX Administration Rights... 24 License Settings... 25 Recording Settings... 26 Support... 27 2 P a g e
Table of Figures Figure 1: VoIPTools 3CX CRM Plug-in for Zendesk... 7 Figure 2: Test VoIP 3CX Relay settings... 9 Figure 3: Configure Database... 10 Figure 4: Connection Properties... 11 Figure 5: Windows Authentication... 12 Figure 6: SQL Server Authentication... 13 Figure 7: Configure Database... 14 Figure 8: Alert Message... 15 Figure 9: Run Application... 16 Figure 10: 3CX Zendesk Registration... 17 Figure 11: Endpoints... 18 Figure 12: Start/ Stop Service... 19 Figure 13: Enable Remote Authentication... 20 Figure 14: Configure Settings... 21 Figure 15: 3CX CRM Plug-in for Zendesk Web Portal Login... 24 Figure 16: 3CX CRM Plug-in for Zendesk License Settings... 25 Figure 17: Recording Settings... 26 3 P a g e
What is 3CX CRM Plug-in for Zendesk? Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most better customer service and more meaningful conversations. Integration Features 1. Display Screen toast in lower right-hand corner when customers call Show Caller ID and Name from phone company Update Caller ID information from Zendesk if number found Show queue name Show ticket number 2. Auto create ticket button 3. Custom IVR to collect caller's ticket number 4. Pop Contact 5. Pop Ticket 6. Auto create Contact 7. Auto create Ticket 8. Update tickets on call completion for inbound and outbound calls Attach recordings Call date / time Call duration 9. Click to Call for outbound dialing 10. Transfer tickets between agents 4 P a g e
Prerequisites Before installing 3CX CRM Plug-in for Zendesk, you need to ensure that your computer meets the minimum requirements mentioned below: 1. 3CX Version 12-15.5 ( Professional or Enterprise Version Only) 2. (Currently limited functionality available in BETA for V15) 3. 3CXPhone for Window (MAC not supported) 4. Zendesk subscription (Professional or above) 5. Microsoft SQL Server 2008 and above (Including the free Express edition) 6. Internet Information Server IIS version 7 and above (for administrative web portal) 7. Microsoft.Net 4.5 Since the add-on 3CX CRM Plugin for Zendesk includes a CFD application, you will need to install either Pro or Enterprise version of 3CX. While our applications can happily co-exist on the same 3CX server, 3CX prefers that no applications be installed on the 3CX server. This includes anti-virus, SQL Server, or any other application. For this reason we recommend you install our applications in a virtual server running on the 3CX server, or on a separate server. 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 5 P a g e
Installation Download software You can order 3CX CRM Plugin for Zendesk on-line at http://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software. Install Prerequisites There are a number of prerequisites that must be installed prior to installing 3CX CRM Plugin for Zendesk. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. Install 3CX CRM Plug-in for Zendesk This User Guide contains step-by-step instructions to successfully install 3CX CRM Plug-in for Zendesk. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named ZenDesk3CXInstaller.exe Register your License Key You must register your license key to activate 3CX CRM Plugin for Zendesk. Your license key is included in your order confirmation email, and can also be found in your order history on our website. Step by step Installation Procedure The following section guides you through a detailed walk-through of the installation process. Step 1: Download 3CX CRM Plug-in for Zendesk You can check for the software download link included in your order confirmation email. 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. 1. Position the mouse on the zip file and right-click. 2. From the popup menu, select Extract All to extract the software. Step 3: Start the installation process 1. From the extracted folder, find the file ZenDesk3CXInstaller.exe 2. Double-click the file to start the VoIPToys Setup Wizard. 3. Click Next to continue. 6 P a g e
Figure 1: VoIPTools 3CX CRM Plug-in for Zendesk Special note for Multi-tenant installations: If you are installing 3CX CRM Plug-in for Zendesk on a 3CX Cloud (Multitenant) 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 CRM Plug-in for Zendesk 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=<yourtenant-name>. Passing the tenant name to the installer will pre-fill the combo box with the correct tenant name. For example: ZenDesk3CXInstaller.exetenantname=the3CXtenantname 7 P a g e
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). 1. 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. 2. If you are installing 3CX CRM Plug-in for Zendesk directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions. If you have already installed the Relay, you need not install it again unless a newer version is required. 8 P a g e
Step 5: Test Relay Settings 1. In the Relay Services Host field, enter localhost if installing 3CX CRM Plug-in for Zendesk on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server. 2. 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 that 3CX CRM Plug-in for Zendesk can communicate with the Relay services running on the 3CX server. Figure 2: Test VoIP 3CX Relay settings 4. If the 3CX CRM Plug-in for Zendesk is successfully able to communicate with the Relay services that run on the 3CX server, Success message box appears. Click OK. 5. Click Next to continue the installation 9 P a g e
Step: 6 Configure the database 1. When prompted for the database connection information, click Configure button. Figure 3: Configure Database 2. In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is <your-server-name>\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 CRM Plug-in for Zendesk is installed, you will need to configure SQL Server to allow remote connections. 10 P a g e
3. Enter the login credentials. Figure 4: Connection Properties a. If using Windows integrated security, 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. 11 P a g e
Figure 5: Windows Authentication b. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down. 12 P a g e
Figure 6: SQL Server Authentication The first time you install 3CX CRM Plug-in for Zendesk, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX CRM Plug-in for Zendesk from a previous version, select the existing database from the list. 4. Click Test Connection button 5. Click OK to close the test results dialog 6. Click Next to continue the installation 13 P a g e
Figure 7: Configure Database 14 P a g e
7. 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 8: Alert Message 3CX requires that you must have the professional edition of 3CX or higher to use Voice Apps. 15 P a g e
Step: 7 Run the Application 1. When the installation is complete, click Run Application button. Figure 9: Run Application Once you successfully run the application, the system displays 3CX Zendesk Integration configuration screen that enables you to register your software, enable remote authentication, configure settings, start/ stop service and view the end points.. 16 P a g e
3CX Zendesk Integration Registration 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. 1. On the 3CX Zendesk Integration configuration screen, and in the Server License tab, enter your registration information in all the fields (Note the red dot denotes a required field). 2. Click Register. Figure 10: 3CX Zendesk Registration 17 P a g e
Endpoints You can manage the list of endpoints registered to the ZenDesk 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 11: Endpoints 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. 1. In the Endpoints tab, select the PC that is no longer in use. 2. Click DELETE to disable the endpoint from the list and return the license to the total number of licenses available for endpoints. 18 P a g e
Services Services screen enables you to start or stop the 3CX Zendesk Integration service. 1. In the 3CX Zendesk Integration configuration screen click Services tab. 2. To start/ stop a service, click Start/ Stop button respectively. You can monitor the status of 3CX Zendesk Integration service in Services screen. Typically, the status values are Running, Stopped or Unknown. Figure 12: Start/ Stop Service 19 P a g e
Security In Security screen, you can enable Remote Authentication. If installing the server directly on the 3CX server, you do not need to provide authentication to access the path to recordings. However, if installing on a server other than the 3CX server, you must create a shared folder (Example: \\server_name\shared_folder) and provide the necessary credentials. The relay will obtain the path specified in 3CX (Settings General General General Options). You should update this setting in 3CX to reference the share path. Figure 13: Enable Remote Authentication Setup remote share 1. Share the folder on the 3CX server where recordings are stored. 2. Assign file level permissions on the folder. 3. Assign share level permissions on the folder. Domain Name User Name Password If your servers participate in an Active Directory domain, enter the domain name. If your servers do not participate in a domain, enter the name of the server hosting the remote share To access a remote share, you will need to provide either a domain user name or user name local to the remote server Provide the password associated with the specified user name 20 P a g e
Settings Settings screen enables you to configure settings for Zendesk, 3CX and Licensing Server. 1. Zendesk Settings Figure 14: Configure Settings a. In the Settings screen, under Zendesk section, and in the Company Name field, enter Zendesk company name as found in the url (companyname.zendesk.com). b. In the Custom Phone Fields field, enter list of names of custom Zen Desk fields (separated by commas) that contain phone numbers. c. In the VIP Field Name field, enter the name of a Zendesk check box field that indicates that a user should be transferred to a priority queue. d. In the Master Login Email field, specify a master Zendesk account login for when the server needs to communicate to Zendesk. e. In the Master Login Password field, enter the password for the Master Zendesk account. 21 P a g e
2. 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. d. From the High Priority Queue dropdown, select which existing queue in 3CX to use as the high priority queue for VIP users. 3. Licensing Server a. Under Licensing Server section, and in the Server Host field, enter appropriate FQDN or Public IP Address that serves as the host name for the licensing server. 4. Other Settings a. Under Other Settings section, check Log Server Debug Messages check box to log debugging messages to the winder VoIPToys event log. b. Check User UNKNOWNNAME for new customers check box if you d rather just have us use UNKNOWN NAME for the name. 5. Click Save to save the settings. Zendesk Settings Company Name Custom Phone Fields VIP Field Name The Zendesk company name as found in the url. (companyname.zendesk.com) A comma separated list of the names of custom Zendesk fields that contain phone numbers. Use this so that each plugin knows which fields in Zendesk to use to search for phone numbers, other than the out-ofthe-box phone number field. The name of a Zendesk checkbox field that indicates that a user should be transferred to a priority queue. This field will be evaluated on both the organization and the user level. 22 P a g e
Master Login Email Master Login Password The Master Zendesk account login that is required when the server needs to communicate to Zendesk. The password for the Master Zendesk account. 3CX Settings Existing ticket IVR installed on Ticket Queue List Sales Queue List High Priority Queue 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. An existing queue in 3CX that operates as the high priority queue for VIP users. The VIP field must be configured in Zendesk. Licensing Server Settings Server Host The host name for this licensing server (typically a FQDN or Public IP Address) Other Settings Log Server Debug Messages Use UNKNOWNAME for new customers Select this to log debugging messages to the winder VoIPToys event log. When we create new customers based on the incoming caller id, we make a best guess to their name, based on the name that the caller resolves to. Depending on your provider and where you live, this may or may not be accurate. If you d rather just have us use UNKNOWN NAME for the name, then check this box. The idea is that the agent taking the call fills in the correct name based on talking to the caller. 23 P a g e
Web Portal To access the 3CX CRM Plug-in for Zendesk web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Zendesk Integration) Login to Web Portal When connecting to the web portal, you will be asked to provide login credentials. 1. In the Extension field, enter your 3CX extension number 2. In the PIN field, enter your 3CX Voicemail PIN 3. Click Login button to login to your account 3CX Administration Rights Figure 15: 3CX CRM Plug-in for Zendesk Web Portal Login To log in to 3CX CRM Plug-in for Zendesk web portal, your extension must have 3CX Management Console Access rights. To manage this 3CX setting, navigate to: 3CX V14 and below: 3CX Management Console Extensions extension Options Allow 3CX Management Console Access Configure Permissions System Administrator 3CX V15 and up: 3CX Management Console Extensions extension Rights Allow 3CX Management Console Access General System Administration 24 P a g e
License Settings License Settings screen enables you to choose which extensions can access 3CX Plug-in for Zendesk. 1. In the License Settings screen, under 3CX Extensions section, check all the check boxes beside extensions that you want to permit to use the 3CX CRM Plug-in for Zendesk. 2. Click Save to record your selections or Cancel to restore the previous selections. Figure 16: 3CX CRM Plug-in for Zendesk License Settings 25 P a g e
Recording Settings Recording Settings screen enables you to update which extensions you want to have all calls recorded. 1. In the Recording Settings screen, check all the check boxes beside the extensions for which you want to have all the calls recorded. 2. Click Update to update your settings. Figure 17: Recording Settings 26 P a g e
Support If you need support, would like to request an enhancement to 3CX CRM Plug-in for Zendesk, or are interested in discussing a custom solution, you can contact as at the following: Address: Hours: 2306 Shimmering Bay Lane Cincinnati, OH 45244-2760 Monday Friday 8:00 A.M. 5:00 P.M. Central Standard Time Phone: USA: +1 801-642-4655 Skype: Email: Web: VoIPToys info@voiptools.com http://www.voiptools.com 27 P a g e