Once your 3CX is connected, every finished call is sent to ScanBiz, which transcribes and analyses it. The connection is made in two places: the 3CX phone system page in ScanBiz and the admin console of your 3CX.
Before you start
- A ScanBiz administrator account, and your email address confirmed.
- Administrator access to your 3CX, with CRM integration and call recording.
- The recording notice set in your 3CX: everyone on the call must know it is recorded and analysed. ScanBiz does not play this notice.
- Your 3CX accepts only one CRM integration. If you already use one (HubSpot, Zoho…), do not replace it: write to us first, and we will send you a template that keeps both.
Steps
Open Settings, Connections section, then click Connect next to 3CX phone system. The page has five steps, to follow in order.
- Create the connection: tick the box confirming the recording notice, then click Create the connection.
- Get the integration template and the key: click Download the 3CX template (XML), then copy the API key with the copy icon. It is shown only once: copy it before leaving the page.
- Enable the integration in your 3CX. Your 3CX accepts only one CRM integration. If you already use one (HubSpot, Zoho…), do not replace it: write to us first, and we will send you a template that keeps both. Then, in the admin console of your 3CX:
- open Admin › Integrations › CRM, click Add template and import the XML file. Paste the key in the X-API-Key field (the ScanBiz address is already filled in), then save;
- turn on call recording for every extension to analyse, in its user's settings. Without a recording, the call arrives with no audio, so it is never analysed.
- List all your extensions (optional): in your 3CX, create a user dedicated to ScanBiz, with an administrator role. Fill in Your 3CX address, 3CX user dedicated to ScanBiz, Its password and, where needed, Its two-factor key (if enabled), then Save. ScanBiz then lists all your extensions, including those that have never called.
- Make a first call:
- call from a recorded extension, hang up, then click Refresh. The call shows up within minutes;
- go back up to the Create the connection step: the Supervised extensions table now lists your extensions. Tick the ones to analyse, fill in Who answers for each, then click Save.
Until an extension is ticked, calls arrive but are neither analysed nor billed.
If it does not work
The Make a first call step shows a diagnostic over 7 days:
- "No call received yet": check in your 3CX that the template is saved, with the key in X-API-Key.
- "… Now tick the extensions to analyse …": tick your extensions in Supervised extensions.
- "… but none could be analysed" or "… arrived without their recording": turn on recording for those extensions in your 3CX.
- "No call received for 7 days": check that the integration is still in place in your 3CX, with the current key.
- Lost key: click Regenerate the key and paste the new one in your 3CX. The old one stops working at once.
- "Your phone system refused the read access": check the user, the password and the two-factor key of the optional step.
- "Confirm your email address first": click the link you received by email, then try again.
Good to know
- Test the connection does not query your 3CX: your 3CX is the one sending the calls, so the calls received are the test.
- The subscription is billed per supervised extension. Analyse every call of the phone system also includes internal extensions and test calls.
- To disconnect your 3CX, write to the address shown at the bottom of the page.
- Next: Set up an alert.