3CX Admin setup

This page is for the person who manages the shop’s 3CX Admin Console. Do this before opening the 3CX setup window in TracsConnect.

You should have:

• 3CX Admin Console access
• Permission to create an API client under Integrations > API
• A 3CX edition that supports the API features you plan to use
• A decision about whether the shop needs CRM lookup, CDR ingest, or both
• A secure place to store the one-time 3CX API key and TracsConnect callback secrets

Step 1: Confirm the 3CX edition and admin role

In 3CX Admin Console

Confirm the 3CX system supports the API features you plan to use. 3CX’s Configuration API docs describe edition requirements for those features.

Also confirm the admin account can create an API client and assign the service principal to a department and role. TracsConnect does not manage 3CX users, departments, or routing rules.

Reference: 3CX Configuration API.

Step 2: Create the 3CX API client

In the 3CX Admin Console:

1. Open Integrations.
2. Click API.
3. Click Add.
4. Enter a Client ID you will recognize later, such as tracsconnect.
5. Turn on 3CX Configuration API Access.
6. Choose the department and role for the service principal.
7. Save the client.
8. Copy the API key when 3CX shows it.

3CX shows the API key only once. Paste it into TracsConnect as the Client Secret, and store it with your shop’s other integration secrets.

Step 3: Plan the CRM template values

TracsConnect gives you a shop-specific CRM template after you save the 3CX setup window. 3CX uses that template for customer lookup and journaling.

Plan to configure these CRM template actions after TracsConnect is saved:

• Contact lookup by phone number
• Call journaling
• Chat journaling, if your shop uses 3CX chat activity

You will download the template from TracsConnect Settings > Telephony, upload it in 3CX Settings > CRM > Server side, and paste the one-time CRM secret generated for the shop.

Reference: 3CX CRM integration and CRM template XML description.

Step 4: Plan CDR ingest carefully

CDR is optional. 3CX’s native CDR feature can write call records to files or send them over TCP sockets. TracsConnect stores CDR records when your 3CX CDR receiver or bridge sends those records to the generated TracsConnect CDR value.

Before enabling CDR in TracsConnect, confirm who owns that receiver or bridge and how it will authenticate with the generated CDR secret.

Reference: 3CX CDR records.

Step 5: Move to TracsConnect

When the 3CX API client is ready, open Connect to TracsConnect.