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Two of the most valuable capabilities in 3CX for customer-facing businesses are call recording and CRM integration. Call recording gives your team a reliable audit trail of every conversation — essential for quality assurance, dispute resolution, and compliance. CRM integration goes further, surfacing caller information the moment a call arrives and automatically logging every interaction into your contact records. Together, they transform your phone system from a simple communication tool into a core part of your customer relationship workflow.

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Call Recording

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Enabling Recording for an Extension

You can configure call recording individually per extension, giving you granular control over which agents or departments are recorded.
1

Open Extension Settings

In the 3CX Management Console, navigate to Extensions in the left sidebar and click on the extension you want to configure.
2

Go to Forwarding Rules

Select the Forwarding Rules tab within the extension settings panel.
3

Set the Recording Mode

Locate the Record Calls dropdown and select your preferred mode:
Use Always for sales and support queues where full compliance coverage is required. Use On Demand for executive extensions where selective recording is preferred.
4

Save and Test

Click Save and place a test call from the extension. After hanging up, verify the recording appears under Reports > Call Logs with an audio playback icon.

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Recording Storage Options

By default, 3CX stores recordings on the local server disk. For long-term retention, high-volume environments, or disaster recovery purposes, you should sync recordings to a cloud storage bucket. Navigate to Settings > Recording to configure storage:
Any S3-compatible storage bucket works with 3CX’s cloud sync — not just the three listed above. You will need your bucket name, region, access key ID, and secret access key from your storage provider.
Local storage is not a substitute for a backup strategy. If your server disk fails without a cloud sync configured, recordings are permanently lost. Enable cloud storage sync before your system goes into production.

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CRM Integration

Connecting 3CX to your CRM enables two powerful capabilities: Screen Pops (the caller’s CRM record opens automatically when their call arrives) and Call Logging (every call is recorded as an activity in the CRM with duration, direction, and a link to the recording).

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Supported CRM Platforms

  • Bitrix24 — Deep integration with click-to-call and deal card logging. See the Bitrix24 Integration guide for a dedicated walkthrough.
  • Salesforce — Enterprise CRM integration with lead, contact, and opportunity logging.
  • HubSpot — Inbound-focused CRM with timeline activity logging and contact matching.

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Setting Up CRM Integration

1

Open CRM Integration Settings

In the Management Console, navigate to Settings > CRM Integration. You will see a list of supported CRM platforms with toggle switches.
2

Enable Your CRM

Click the toggle next to your CRM (e.g., HubSpot or Salesforce) to enable it. A configuration panel expands below.
3

Enter Your CRM Credentials

Provide the required connection details:
In Salesforce, generate a Connected App with the api and refresh_token OAuth scopes. In HubSpot, create a Private App token with CRM read/write permissions. Each CRM’s help documentation explains where to find or generate these credentials.
4

Map Caller Fields

Use the Field Mapping section to tell 3CX which CRM fields to use when matching an incoming caller:Accurate field mapping ensures screen pops open the correct contact record even when callers dial from mobile numbers stored in different formats (e.g., +855, 0, or 855 prefix variants).
5

Test the Integration

Save your settings and ask a colleague to call one of your DID numbers from a phone number that exists in your CRM as a contact. The contact’s record should pop up on the answering agent’s screen within 1–2 seconds of the call arriving.Check Settings > CRM Integration > Logs if the screen pop does not appear — the log will show whether the lookup succeeded or returned no match.
Screen pops work for agents using the 3CX Web Client or the 3CX Windows/Mac desktop app. Agents on the mobile app will see the caller’s CRM contact name displayed on the incoming call notification if the number matches a CRM record.