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MANUAL 3CX Phone System for Windows Version 12.5

MANUAL

3CX Phone System for Windows Version 12.5

MANUAL 3CX Phone System for Windows Version 12.5
MANUAL 3CX Phone System for Windows Version 12.5
MANUAL 3CX Phone System for Windows Version 12.5
MANUAL 3CX Phone System for Windows Version 12.5

Copyright2006­2015,3CXLtd.

http://www.3cx.com

E­mail:info@3cx.com

Informationinthisdocumentissubjecttochangewithoutnotice.Companies’namesanddatausedinexampleshereinarefictitious unless otherwise noted. No part of this document may be reproduced or transmitted in anyformorbyanymeans,electronicor

mechanical,foranypurpose,withouttheexpresswrittenpermissionof3CXLtd.3CXPhoneSystemforWindowsiscopyrightof3CX

Ltd.3CXisaregisteredtrademark,and3CXPhoneSystemforWindowsandthe3CXlogoaretrademarksof3CXLtd.inEurope,the

UnitedStatesandothercountries.Version12.5–LastupdatedJanuary2015.

3CXPhoneSystem­ManualIndex

Section1­Introduction&Installation

01.Introduction,Licensing&Support

02.Installing3CXPhoneSystem

Section2­Extension/Endpointmanagement

03.Configuringtheclients:3CXPhone

04.Configuring&ManagingIPPhones&Endpoints

05.ExtensionManagement

Section3­TrunkManagement

06.ConfiguringVoIPProviders/SIPtrunks

07.ConfiguringVoIPGateways

08.TrunkManagement

Section4­PBXServices

09.ConfiguringDigitalReceptionist/IVR

10.ConfiguringRingGroups/Paging/Intercom

11.ConfiguringCallQueues

12.ConfiguringFaxServer

13.ConfiguringWeb/CallConferencing

Section5­AdvancedFeatures

14.Delegating3CXManagementConsoleAccess

15.Connecting3CX­Bridges

16.ThePhoneBook/Directoryservice

17.CallReporting

18.MonitoringyourPhoneSystem

Section6­Firewall&Network

19.Firewall&RouterConfiguration

20.The3CXTunnel/SessionBorderController

Introduction,Licensing,Support

Whatis3CXPhoneSystemforWindows?

3CXPhoneSystemisasoftware­basedIPPBXthatreplacesatraditionalPBXanddeliversto

employeestheabilitytomake,receiveandtransfercalls.TheIPPBXsupportsalltraditionalPBX

featuresbutalsoincludesmanynewmobilityandproductivityfeatures.AnIPPBXisalsoreferred

toasaVoIPPhoneSystem,IPPABXorSIPserver.

Callsaresentasdatapacketsoverthecomputerdatanetworkinsteadofthetraditionalphone network. Phones share the network with computers and thus separate phone wiring is not required.WiththeuseofaVoIP/PSTNgateway,youcanconnectexistingphonelinestotheIP PBXtomakeandreceivephonecallsviaaregularPSTNline.YoucanalsouseaVoIPProvider, whichremovestherequirementofagateway.

3CXPhoneSysteminteroperateswithstandardSIPsoftphones,IPphonesorsmartphones,and

providesinternalcallswitching,aswellasinboundandoutboundcallingviathestandardphone

networkorviaaVoIPservice.

HowanIPPhoneSystemWorks

AVoIPPhoneSystem,alsoreferredtoasanIPPBX,generallyconsistsoftheIPPBXserver, oneormoreSIPbasedphonesandaVoIP/PSTNGatewayoraVoIPserviceprovider.TheIP PBXserverissimilartoaproxyserver:SIPclients,beingeithersoftphonesorhardwarebased phones,registerwiththeIPPBXserver,andwhentheywishtomakeacalltheyasktheIPPBX to establish the connection. The IP PBX has a directory of all phones/users and their correspondingSIPaddressandthusisabletoconnectaninternalcallorrouteanexternalcallvia eitheraVoIP/PSTNgatewayoraVoIPserviceprovider.

eitheraVoIP/PSTNgatewayoraVoIPserviceprovider. Figure­VoIPPhoneSystemOverview

Figure­VoIPPhoneSystemOverview

TheimageillustrateshowanIPPBXintegratesonthenetworkandhowitusesthePSTNand/or

theInternettoconnectcalls.

SIPPhones

AVoIPphonesystemrequirestheuseofSIPphones.ThesephonesarebasedontheSession Initiation Protocol (SIP), an industry standard to which all modern IP PBXs adhere. The SIP

protocoldefineshowcallsshouldbeestablishedandisspecifiedinRFC3261.SIPallowsthe

possibility to mix and match IP PBX software, phones and gateways. This protects your investmentinphonehardware.SIPphonesareavailableinseveralversions/types:

Software(based)SIPphones

Software(based)SIPphones 3CXPhoneforWindows(left),3CXPhoneforMac(right)
Software(based)SIPphones 3CXPhoneforWindows(left),3CXPhoneforMac(right)

3CXPhoneforWindows(left),3CXPhoneforMac(right)

AsoftwarebasedSIPphoneisaprogramwhichmakesuseofyourcomputer'smicrophoneand speakers,oranattachedheadsettoallowyoutomakeorreceivecalls.ExamplesofsoftwareSIP

phonesare3CXPhoneorX­LitefromCounterpath.

Hardware(based)SIPPhones

Hardware(based)SIPPhones HardwareIPPhones:snom760left,YealinkT46(withsidecar)right A
Hardware(based)SIPPhones HardwareIPPhones:snom760left,YealinkT46(withsidecar)right A

HardwareIPPhones:snom760left,YealinkT46(withsidecar)right

A hardware based SIP phone looks and behaves like a normal phone. It’s actually a mini computer that connects directly to the computer network. They have an integrated mini hub,

allowingthemtoshareanetworkconnectionpointwithacomputer,eliminatingtheneedforan

additionalnetworkpointforthephone.

Smartphones(iPhoneandAndroid)

Smartphones(iPhoneandAndroid) UsinganAndroidSmartphonewith3CX iPhones and Android phones

UsinganAndroidSmartphonewith3CX

iPhones and Android phones can be used as clients to 3CX Phone System using the freely

available3CXPhoneforAndroidand3CXPhoneforiPhone.Using3CXPhone,yoursmartphone

becomesawirelessdeskphoneintheoffice,andcanbeusedtoanswerandreceivecompany

callswhileoutoftheofficeviaWiFior3G(YourmobileprovidermustsupportVoIPover3G).

3CXPhoneSystemLicensing

Licensing is basedonthenumberofsimultaneouscallsthatyourcompanyrequires,including

bothexternalandinternalcalls.Each3CXPhoneSystemallowsyoutocreateanUNLIMITED

numberofextensions.Toarriveatthecorrectnumberofsimultaneouscallsthatyouneedyou

mustusuallytaketheprojectednumberofextensionsanddividebytwotofourtimesdepending

onhowmuchyourorganisationusesthephone.

3CXPhoneSystemEditions

3CX Phone System is available in three differenteditions–Free,StandardandPro.ThePro editionaddsthefollowingfeatures:

● Advancedrealtimestatistics–Withtheseadvancedcallcenterfeatures,supervisorscan get access to the advanced real time information in3CXPhoneforWindowsandMac. Besides monitoring queue status and which agents are logged on, you can see the number of callers in queue, the number of answered/unanswered calls, average and longestwaittime,thetimeanagentloggedin/outofqueueandmore.

● AdditionalQueuestrategiesincludingCallBack,LongestWait,LeastUsed.

● Whisper–Whisperfunctionalityonqueuecalls.ListenintomonitorAgentresponses,and if an Agent responds wrongly you can provide feedback thatonlytheAgentcanhear, allowinghim/hertocorrecttheiranswers.

● Listenin–AllowssupervisorstolisteninoncallstomonitorAgentresponses.

● Wrapuptime–Wrapuptimegivesagentsaconfigurableamountoftimetoenternotesin thecustomerrecordorfollowuptasksbeforetheyhavetotakeanothercall.Wrapuptime

canbeconfiguredperqueue.

● Wall Board feature – A web page whichcanbedisplayedonalargescreenwithtotal numberofcallswaiting,numberofansweredandunansweredcallsandaveragewaittime.

● Alertstofileandemailwhenacallisinthequeuebeyondacertaintime.Youcannow enforceSLArequirementsandgetnotificationswheneveracallisinaqueuebeyonda certaintime. Anemailnotificationcanbesentandthealertisalsologged.

● Abilitytologoutanagentfromthequeue.

● Moreextensivereports.

Adetailedfeaturecomparisonbetweenversionsisavailableatthislocation:

Support

3CXTechnicalSupportisavailableviaourSupportPortalfor3CXPartners(free)orwitha3CX

Support package (Extra charge). Review our support procedures and pricing at:

http://www.3cx.com/ordering/procedures.Wealsohaveacommunityforumfromwhereyoucan

obtainusertousersupportforourproducts.

RequestSupportviaourSupportSystem

Ifyouarea3CXPartnerorhavepurchasedasupportpackagefrom3CX,youcancontactthe

3CXsupportdepartmentviathesupportsystem.Logindetailswouldhavebeenprovidedtoyou

byemail.

Whenrequestingsupport,includethe“Supportinfo”data.3CXPhoneSystemcanautomatically

generateafilewhichincludesallrelevantsupportinformation. NOPASSWORDSTOPHONES ORVoIPPROVIDERSWILLBEINCLUDED. ThedatawillNOTbesentautomatically.Youwill bepromptedforalocationtosavethedata,soyoucancheckwhatdatawillbesenttousbefore yousendit.

Togeneratethesupportinfofile:

1. Logintothe3CXManagementConsole.

2. Goto “Help”(topright)>“GenerateSupportInfo”.

3. Youwillbepromptedforalocationtosavethedata.Enterthefilenameforthesupportzip filetobegenerated.Click “Save”.

4. Logintothe3CXsupportsystem,andattachtheinformationtoyoursupportrequest.

5. Includeadetailedproblemdescription.Itshouldclearlyindicatewhattheproblemis,and

whenitoccurs.MentionwhathardwareorVoIPprovideryouareusingwith3CXPhone

System.Indicatealsowhattestshavebeenperformedtoisolatetheproblem.

Gettingadditionalinformation

SupportPage/ConfigurationGuides/KnowledgeBase

3CXmaintainsaknowledgebase/helppage.Besuretofollowtheconfigurationguidesforthe

makeandmodelofyourVoIPgateway,SIPphoneorFirewall.Theconfigurationguidescanbe foundat http://www.3cx.com/support/

3CXPhoneSystemBlog

Wehighlyrecommendthatyoufollowourproductblogtokeepuptodatewiththelatestupdates on3CXPhoneSystem.The3CXblogcanbeaccessedfrom http://www.3cx.com/blog.Youcan

subscribetoreceiveemailalertsfornewblogentrieshere:

FindusonFacebook

LikeusonFacebookat http://www.facebook.com/3CXandstayuptodatewithourproductnews andhow­to’s.

FeatureRequests

Ifyouwouldliketorequestanewfeature,youcandothisonourfeaturerequestspage,which canbefoundat http://www.3cx.com/ideas

Get3CXCertified–FreeOnlineVideoTraining

Thefree3CXCertificationprogramisdesignedtoboost3CXPartnersandusersproductivityand

profitabilitybygivingthemtheresourcesandknowledgetheyneedtosell,deployandsupportthe

award­winning3CXPhoneSystemforWindows.

3CXhastwonewcertificationlevels:

● 3CXCertifiedEngineer(http://www.3cx.com/3cxacademy/videos/basic/)and

● 3CXAdvancedCertified(http://www.3cx.com/3cxacademy/videos/advanced/)

aswellasacompleteseriesofonlinetrainingvideoswhichgives3CXPartnersalltheinformation

theyneedtoprepareforbothcertificationlevels.

Takingthe3CXCertificationTest

After you have watched the videos, create a 3CX Academy account or login (http://www.3cx.com/3cxacademy/) to take the 3CX Certification test. You will need to have

gainedthe3CXCertifiedEngineercertificationbeforetakingthe3CXAdvancedCertifiedtest.

CommunitySupportForums

Ifyouareevaluating3CXorusingthefreeedition,youcanvisittheforumstodiscussquestions

withother3CXusers.Theforumsarelocatedhere: http://www.3cx.com/forums/

Pleasenotethat3CXdoesnotprovidetechnicalsupportviatheforums.Official3CXTechnical

supportrequiresyoutohaveasupportpackageorbea3CXpartner.

Installing3CXPhoneSystemforWindows

SystemRequirements

SupportedOperatingSystems

3CXPhoneSystemv12.5issupportedonthefollowingoperatingsystems:

● Windows7Professional(x64)

● Windows7Ultimate(x64)

● Windows7Enterprise(x64)

● Windows8Pro(x64)

● Windows8Enterprise(x64)

● Windows8.1Pro(x64)

● Windows8.1Enterprise(x64)

● Windows2008R2Foundation(x64only)

● Windows2008R2Standard(x64only)

● Windows2008R2Enterprise(x64only)

● Windows2008R2Datacenter(x64only)

● Windows2012Foundation(max.15presenceconnectionsonIISinstallations)

● Windows2012Essentials(max.25presenceconnectionsonIISinstallations)

● Windows2012Standard

● Windows2012Datacenter

● Windows2012R2Essentials(max.25presenceconnectionsonIISinstallations)

● Windows2012R2Standard

● Windows2012R2Datacenter

InstallationsonMicrosoftWindowsserverCoreversionsarenotsupported.InstallationsonSmall

BusinessServer2008arenotrecommended.HoweverifyouwishtouseSBS,ensurethatyou

useAbyssasawebserver.

SupportedHardwareandVMplatforms

The 3CX Phone System is extensively testedtoberunasaVMwhicheliminatesthecostof separate hardware and adds high availability solutions basedonthehypervisorinfrastructure. Supportedhypervisorplatformsare:

● VMwareESX5.Xandabove.

● MicrosoftHyperV2008R2andabove.

The HyperV VM running 3CX Phone System requires specific settings. For more

Avoid using the 3CX Phone System on converted VMs (P2V) because a converted virtual machinemighthavetimingissues,whichcausestheguestoperatingsystemnottosyncwiththe timerofthehypervisor.

Systemperformancedependsonfivekeyfactors:

● Howmanysimultaneouscallswillthesystemhandle?

● Howmanypeoplewillsimultaneouslyconnecttothepresenceserver?

● Iscallrecordingused?

● AreVoIPProvidersused?

● ArecallroutingsbuildmainlyaroundqueuesandIVRs?

BasedonthesefactorsthehardwarecanvaryfromIntelAtomCPUswith4GborRAMuptoa

multisocket/coresystem.Generalguidelinescanbefoundonlineinthesearticles:

Firewall&Networkconsiderations

Pleasehavealookatthisarticleforamoredetailedexplanationonhowtoconfigureyourfirewall

Otherrequirements

● LatestversionofFirefoxorGoogleChrome.

● Microsoft.NETFrameworkversion4.5orhigher.

● YouwillneedtohaveagoodbasicunderstandingofWindowsNetworking.

● Aconstantinternetconnectiontoerp.3cx.comonport443.

● Ondemandconnectiontodownloads.3cx.com/*onport80for3CXManagementConsole

downloadsandadditionalinformation.

PreparingtheWindowshostmachineforinstallation

SomebasictasksMUSTbecompletedbeforeinstalling3CXPhoneSystem:

● AssignastaticinternalIPaddresstothehostmachine’snetworkadapter.

● Install all available Windows updates & Servicepacksbeforeinstallingthe3CXPhone System. Reboots after installing Windows updates may reveal additional updates. Pay

particularattentiontoinstallallupdatesforMicrosoft.Netbeforerunningthe3CXPhone

Systeminstallation.

● Antivirus Software should not scan the following directories toavoidcomplicationsand writeaccessdelays

● C:\ProgramFiles\3CXPhoneSystem\*

● C:\ProgramData\3CX\*

● Incasethe3CXPhoneSystemhostmachinehasmultiplenetworkadapters:

● Disableunusednetworkinterfaces/WiFiadapters.

● OneactivenetworkinterfaceMUSThaveadefaultgatewayconfigured.Itisillegal tohavemultiplenetworkinterfacesallwithdefaultgatewaysconfigured.

● PrioritizethenetworkinterfaceusedforSIPtothefirstpositionfrom:ControlPanel >Inthesearchboxtype:adapter>Click“Viewnetworkconnections”>Pressthe Altkeyandselect“Advanced”>“AdvancedSettings”>“AdapterandBindings”tab >Connectionssection.

● EnsurethatallpowersavingoptionsforyourSystemandNetworkadaptersaredisabled (SetthesystemtoHighPerformance).

● DonotinstallTeamViewerVPNOptiononthehostmachine.

● DonotusethehostmachineasaVPNdial­inendpoint(InboundorOutbound).

● DisableBluetoothadaptersifitisaclientPC.

● 3CXPhoneSystemmustnotbeinstalledonahostwhichfeaturesDNS,MSSharePointor

Exchangeservices.

● The3CXPhoneSystemrequiresalistoflocalportstobealwaysavailable(notusedby anyotherservice).Thefulllistofportscanbefoundhere:

DownloadandInstall3CXPhoneSystem

1. Downloadthelatestversionof3CXPhoneSystemfrom

2. Runtheset­upbydouble­clickingontheset­upfile.Readthesystemrequirementsand click“Next”.

3. Readourconfigurationrecommendationsandclick“Next”.

4. Youwillbeaskedtoreviewandacceptthelicenseagreement.

5. Selecttheinstallationfolderpath.3CXPhoneSystemwillneedaminimumof10GBfree

hard disk space. You will need to reserve additional space to store voicemail files, recordings&voiceprompts.Click“Next”.

6. YouwillbeaskedwhetheryouwishtouseIISorthein­builtwebserver,Abyss.Forall serveroperatingsystemswerecommendchoosingIIS.

serveroperatingsystemswerecommendchoosingIIS. 7.

7. CarefullychoosetheHTTPandHTTPSportsthatyouwanttouse.Ifyouareupgrading from a previous version of 3CX Phone System, or already run a web server on your

machine,useports5000/5001.Alternativelyusethedefaultports80/443andresendthe

ProvisioningWelcomeEmails.Makesurethattheportsyouchooseareforwardedtothe

3CXPhoneSystemmachine.Readourfirewallconfigurationguideat:

Moreinformationregardingchoosingthecorrectportsforyoursystemcanbefoundhere:

8. YouwillthenbepromptedtocreateyourSSLcertificateforHTTPS.Fillinyourcompany

8. YouwillthenbepromptedtocreateyourSSLcertificateforHTTPS.Fillinyourcompany name,internal/externalFQDNsandcertificatepassword.ImportantNote:IntheInternal/ External FQDN fields you need to specify your Fully Qualified Domain Names, for example:“pbx.interobit.local”and“pbx.interobit.com”.Thisisrequiredforthecreationof yourSSLcertificate.FQDNsmustresolvetothecorrectIPaddresses.YourinternalFQDN mustresolvetothelocalIPofyourPBXserver,andtheexternalFQDNmustresolveto thepublicIP.IfyoudonothaveFQDNsyouneedtocreatetheminyourlocalDNSoruse an Internet Service. Read our guides on “How to create an internal FQDN” (http://www.3cx.com/blog/docs/how­to­create­internal­fqdn/) and “How to create an

have a DNS server, you can enter your internal and external IP addresses in the corresponding fields. Important Note: This is only for testing purposes and it is NOT recommendedforuseinaproductionPBX.

9. Click “Next”. If you wish to review installation settings click “Back”, otherwise click

“Install”tostarttheinstallationof3CXPhoneSystem.Setupwillnowcopyallfilesand

install the necessary Windows services. When setup has completed, the 3CX Phone SystemConfigurationWizardwillstart.Tocompletetheinstallandproceedtoconfigure yoursystemclick“Finish”.

3CXPhoneSystemConfigurationWizard

The3CXPhoneSystemconfigurationwizardwillwalkyouthroughanumberofessentialtasks

thatyouneedtodoinordertogetyoursystemupandrunning.Youwillbeaskedtoselectthe

languagethatyouwanttousefor3CXPhoneSystem.

The3CXConfigurationWizard 1. ThewizardwillproceedandaskfortheStaticPublicIP,andLocalIPAddresswhich3CX willuse. Note: ​

The3CXConfigurationWizard

1. ThewizardwillproceedandaskfortheStaticPublicIP,andLocalIPAddresswhich3CX

willuse. Note: If you do not have a Static Public IP, VoIP Providers, remote extensions and

WebRTCCallswillnotworkwith3CX.

2. Ifyouareupgradingormovingyour3CXPhoneSysteminstallation,thewizardwillgive

youtheoptiontorestoresettingsfromabackupthatwaspreviouslycreated.

3. Thewizardwillthenaskyouforthedigitlengthofyourextensionnumbers.Thisisavery important decision since it cannot be altered later on without re­installing and re­configuringthePBXfromscratch.

4. You will then be asked to add your mail server name, reply to address, if necessary authenticationdetails(username/password)andwhethertheconnectionshouldbemade viaasecurechannel(TLS).Thesesettingsareusedtosendemailnotifications,voicemail andfaxes.

5. The3CXWizardwillthenaskyouforausernameandpasswordtobeusedtologintothe

3CXPhoneSystemManagementConsoleandmanagethephonesystem.Makesureto

use a strong password to prevent unauthorised access to your PBX. Username and passwordarebothcasesensitive.

6. Confirm that the selected country, International Dialing code(exitcode)andtimezone settings are correct. The wizard auto­selects settings based onyourWindowsregional settings.

7. The wizard will ask you to create one extension which will be used as the Operator extension. Additional extensions can be created at a later stage using the 3CX ManagementConsole.

8. Thewizardwillthenpromptyoutospecifythecountriesandregionstowhichcallscanbe made.Callstocountrieswhicharenotselected,willbeblocked.Thisfeaturereducesthe riskofVoIPtollfraud.

9. Click“Next”.The3CXPhoneSystemWizardwillstartservicesandandconfigure3CX

PhoneSystem.

10.Youwillbeaskedwhetheryouwouldliketoreceiveaquoteforacomplete3CXPhone

System.Ifyoudo,fillinyourdetailsanda3CXpartnerwillsendyouadetailedquote.You

canskipthisstepifyoudonotneedaquoteatthisstageorifyouhavealreadypurchased alicensekeyforthesystem. 11.Click “Finish”. Your browserwilllaunchandopenthe3CXManagementConsoleweb page.

Loggingintothe3CXPhoneSystemManagementConsole

When the installation is completed, you can log into the 3CX Phone System management console.PointyourwebbrowsertotheWebManagementConsolebyenteringthenameofthe machine.Forexample:

● HTTP:http://pbx.interobit.com/management

● HTTPS:https://pbx.interobit.com/management

IfyouarenotusingthedefaultHTTPandHTTPSports,youneedtoincludeyourselectedports

intheURL.Forexample,ifyouchose5000forHTTPand5001forHTTPSyourlinksshouldbe

asfollows:

● HTTP:http://pbx.interobit.com:5000/management

● HTTPS:https://pbx.interobit.com:5001/management

Entertheusernameandpasswordthatyouspecifiedduringsetup,selectthelanguageyouwould

liketouseandclickthe“Login”button.Notethattheusernameandpasswordarebothcase

sensitive.

Activating3CXPhoneSystem

Afterinstallation,youmustactivateyourlicensebygoingtothe“Settings”>“ActivateLicense”

pageinthe3CXManagementConsole.

pageinthe3CXManagementConsole. ActivatingYourLicense

ActivatingYourLicense

Enteryourlicensekey,Company,ContactName,E­mail,Telephone,Countryandthenameof

yourReseller(Thecompanywhoyoubought3CXfrom)andclickon“Activate”toactivateyour

license. This information will be sent to our license key server and your license key and installationwillbeactivated.Aservicerestartwillberequiredatthispointsopleasekeepthatin mindwhenyouactivateyourlicense.

Pleasenotethatinordertobeentitledtoyourfirstyearoffreeupgradeinsuranceyourdetails

mustbeinsertedcorrectly.Thesedetailsarereviewedatthe3CXHQandiftheyarenotcorrect

theupgradeinsurancewillnotbeactivated.

Youwillneedtodothiseachtimeyoure­install3CXPhoneSystemonanewmachineorwhena

changeinthelocalnetworktopologyorhardwareoccurs(forexamplethelocalMACaddress

changes).

Note:Packetsbetweenthe3CXPhoneSystemserveranderp.3cx.comshouldnotbefilteredor

inspected.IfyourunDPI(DeepPacketInspection),licensekeyactivationswillberejected.

SystemPromptsLanguage

3CXPhoneSystemshipswithaUSEnglishpromptsetbydefault.Promptsarerecordedvoice

filesthatareplayedbythesystemtocallersandusersofthesystem.Forexample,whenauser

picksuptheirvoicemail,thesystempromptswillinstructtheuserwhatbuttonstopressinorder

tohearordeletevoicemessages.Tochangethesystempromptstoadifferentlanguage:

1. Goto“Updates”>“Systempromptsets”node,selectthepromptsetyouwishtouse andclickon“DownloadSelected”.Thepromptsetwillbedownloadedtoyourmachine. Note:Downloadonlythepromptsetthatyouneed.

2. Go to “Settings” > “System prompts” > “Manage Prompt sets” at the top of the screen.

3. Selectthepromptsetthatyouhavedownloadedandclickon“SetAsCurrentPrompt Set”.Thesystemwillnowusethisnewpromptset.

UpgradingfromaPreviousVersionof3CXPhoneSystem

Ifyouarerunningapreviousversionof3CXPhoneSystem(version3.1,5,6.0,6.1,7.0,7.1,8,9,

10) you must upgrade to v11 SP 4a, and then to v12 SP 6.1 before following the upgrade procedure.

Ifyouarerunningv12SP6.1,youcanproceedwiththeupgradeprocedure:

1. Makeabackupofyourcurrentconfigurationusingthe3CXBackupandrestoretool.

2. Uninstall the current version from the Windows Control Panel > Programs and Features.

3. Downloadandinstall3CXPhoneSystemVersion12.5.

4. Proceedwiththeinstallationandwhenpromptedbythe3CXWizard,restoreyourbackup.

BackupandRestore

3CXPhoneSystemincludesaconvenientbackupandrestoreutilitythatallowsyoutocreatea

complete backup of your phone system configuration and datatoafile.Tobackupyour3CX

PhoneSystemdata,runthe“3CXBackupandRestoreTool”locatedinthe3CXPhoneSystem

StartmenuProgramgroup:

Backup&RestoreUtility 2. Choose which components you would like to backup. For a full backup select

Backup&RestoreUtility

2. Choose which components you would like to backup. For a full backup select all checkboxes.

3. Selectthepathandfilenametosavethebackupto.Click“Next”.

4. ThetoolwillproceedtobackupyourPBX.

Torestorethephonesystemdata,startthe3CXBackupandRestoreutility:

1. Select“Restore3CXPhoneSystembackup”.

2. Locate the backup of the 3CX Phone System, select it and click“Next”.Thetoolwill proceed to restore your backup. Note that the current configuration will be

OVERWRITTEN with the backup data, and any changes that you have made since performing the backup will be lost. You must also close the management console BEFOREmakingarestore.

SchedulingaBackup

UsingtheWindowsscheduleryoucaneasilyscheduleadailyphonesystembackup.Todothis:

1. GotoWindowsStart Menuandsearchfor“TaskScheduler”.

2. RuntheTaskSchedulerandclick“CreateBasicTask”.

3. Selectwhenthistaskwillrunandclick“Next”.

4. Select “Start a program”, click “Next” and browse to the3CXBackupprogram.The

defaultpathis:“C:\ProgramFiles\3CXPhoneSystem\Bin\3cxbackup.exe”

5. Inthe“Addarguments”entryfield,includethecommandlineparametersthatyouneed:

a. Hidden­runstheprocesshiddensoitwillcloseautomaticallyaftercompletion

b. Backup­willbackupthedatabase

c. Restore­willrestorethedatabase

d. Filepathisthelocationofthedatabasetorestorefromorbackupto

e. /callhist­willincludethecallhistorydatabase

f. /voiceprompts­willincludesystemprompts

g. /voicemails–willincludevoicemails

h. /callrecordings­willincludecallrecordings.

i. /exit–toexittheutilityafterbackupisdone.

j. /firmware–backupthefirmwaresoftheIPPhonesalso

k. /ssl­backupHTTPSconfiguration

Example of an argument for a complete hidden backup of 3CX Phone System to path “c:\backup.zip”:

hiddenbackupc:\backup.zip/callrecordings/voicemails/voiceprompts/callhist/ssl/exit

ConfiguringtheClients–3CXPhone

Introduction

3CXPhoneisaSIPclientthatallowsuserstoeasilymanagetheirextensionwithafewmouse

clicks–ratherthanviaacrypticandlimitedphoneinterface.3CXPhonecanworkalongsidean

existing supported IP Phone or you can use the inbuilt softphone. 3CXPhone isavailablefor multipleplatformsincludingWindows,Android,iOSandMac.

multipleplatformsincludingWindows,Android,iOSandMac. 3CXPhone 3CXPhoneprovidesthefollowingfunctions: 1.

3CXPhone

3CXPhoneprovidesthefollowingfunctions:

1. CallPop­up–Uponreceivingacall,3CXPhonewillallowyoutorejectthecall,transfer

thecalltoanotherpersonortovoicemail­withasinglemouseclickorbyusingdragand drop.

2. EasyCallTransfer/Park –Whenonacall,youcantransferorparkacallwithamouse clickorviadraganddrop,noneedtolearndialcodesorcalltransferproceduresona phone.

3. Presence – The status of other extensions is displayed, allowing you to avoid unnecessary calls or call transfers to colleagues that are busy. 3CXPhone willdisplay different information based on whether you are a standard user, a manager and the customisation ofyourGroupRightswithinyourextensionsettings.IntheManagerrole,

youcanseecallsfromanyoneinyourdepartment.Theserightsaresetbythe3CXPhone

System Administrator from the 3CX Management Console. For additional information aboutGroupRights,refertotheExtensionManagementsectionofthismanual.

4. ClicktoCall–Launchcallswithacoupleofmouseclicks.Doubleclickonanextensionto bring up the extension options to make a call, leaveavoicemail,orchat.Thecallwill automatically be launched without requiring you to dial the number. Calls can also be launched directly from your contact management software when using 3CXPlugins

6.

QueueMonitoring– Viewthestatusofqueuesthatyouareamemberoramanagerof. Seecallerswaitinginqueueandbeabletopickupacallfromthequeue.

7. TextChat –Messageotherusersonetooneorcreatemultiuserchatusingthein­built chatoptions.

8. RecordCalls – Youcanrecordacallorconferencecallbyclickingtherecordbutton.

9. Phonebook – 3CXPhone provides easy access to the company and to the personal phonebook.Itallowsuserstoinitiatecallsbysearchingforcontactsanddoubleclickingon the contact. It offers users the option of calling, leaving a voicemail,conferencingand otheralternativefunctions.Whenthecalloptionisselected,itwillautomaticallyresolvethe numberandlaunchthecall.

SupportedClientOperatingSystems

3CXPhonev12.5forWindows

3CXPhoneforWindowsrunsonx86andx64hostsasaWOW64application.

● WindowsXP(NotSupported)

● Windows7(TestedandSupported)

● Windows8(TestedandSupported)

● Windows8.1(TestedandSupported)

Additionalrequirements:

● Microsoft.Net4.0or4.5.

● MicrosoftVisualC++2010x86(onbothx86andx64hosts).

MicrosoftTerminalServices

● 2008/2008R2Serverwithterminalservicesinstalled.

● 2012/2012R2Serverwithterminalservicesinstalled.

3CXPhoneforWindowscanruninSIPorCTImodeonMicrosoftTerminalServersandallows

multipleruntimeinstances.WheninCTImodeitwilldrivetheIPPhoneonyourdesk.Whenin SIPmodeaudiocallswillberoutedthroughtheterminalsession(RDP)totheendpointwherethe default microphone and headset of theclient’ssoundcardwillbechosenasinputandoutput device accordingly. However in order to enable SIP mode on a terminal server, desktop experience must beinstalledasaroleontheterminalserveritselfandmappedintheremote desktopsession,tobesentandrecordedfromtheclientsystem.Latencyduringcallsmadein this environment is very dependent on the host’s load,theclientscomputingpower,theRDP protocolusedandavailablebandwidthtothehostitself.

Note:OnTerminalServices3CXPhonecanstillbepairedwith3CXPluginsinordertoworkwith

CRMpluginssuchasOutlook,howevertheTAPIdriverwillNOTbeinstalled,asTAPIisdesigned

asanonmultiuserawareapplication.

3CXPhoneforiOS

3CXPhoneforiPhoneisoptimizedforiPhone6.

● iOS8

● iPhone3GS,iPhone4,iPhone4S,iPhone5,iPhone5s,iPhone6

● iPodtouch(3rdgeneration),iPodtouch(4thgeneration),iPodtouch(5thgeneration)

● iPad&iPadMiniallmodels

3CXPhoneforAndroid

● Android2.3orhigher(Android4.Xisrecommended)

3CXPhoneforMACOSX

● MacOS10.10

SupportedHeadsets

Technicalbackground­SoftphoneorCTImode

3CXPhonecanrunintwodifferentmodes:

1. Softphone Mode (All platforms) – Allows you to make and receive calls on your computer or mobile device without using a deskphone.ItusesabuiltinSIPengineto place the calls and uses the device’s microphone and speakers. In softphone mode 3CXPhone can handle up to 5 simultaneous calls and supports blind and attendant transfer.

2. CTI Mode (3CXPhone for Windows only) – Allows you to control your hardware IP deskphone from your Windows desktop with a few mouse clicks. When in CTI mode 3CXPhone can handle only one simultaneous call and supports blind and attendant transfer.

CTI

When 3CXPhone is in CTI mode, HTTP commands are send directly totheIPphonethatis registeredtotheextension,tocontrolthefunctionalityofthephone.WheninCTImodeyouwill seethenumberyouareattemptingtodialontheIPphone’sdisplayandhearthestandardring backtonesfromyourtelecommunicationprovider.CTImodeallowsextensivefunctionalitycontrol suchasstarting,ending,transferring,muting,andholdingcallsorstartingaconference,which

thencanbemanagedbyusingthe3CXPhoneclient.FullCTImodeataglance:

1. CallcontrolofFanvil,Htek,snomandYealinkphones.

2. Initiatecallswithamouseclick–noretypingthephonenumber.

3. Easycalltransfer.

4. Createandmanageconferencecallswithafewmouseclicks.

5. UsesCTIAPIonthephonetomakecalls.

6. Click­To­Dialsupport.

TouseCTIMode,youshouldmakesurethatinyour Extensionsettings>“Forwardingrules” >“Available”tab,theoption“Iwanttobeabletoacceptmorethanonecallatthesame time”is notenabled.

Note:CTIModecannotbeusedintheOutofOfficeprofile.MakeCallwillbeusedforallphone

models.

MakeCall

“MakeCall” is used by IP phones that do not support CTI functionality. The most noticeable difference between CTI and “MakeCall” mode is shown when starting a call from call history

entries.Whenyoustartacallusing“MakeCall”thedesktopIPPhonewillbecalledfromthe3CX

PhoneSystemandonthephone’sdisplayyouwillsee“MakeCall”.Afteryoupickupthehandset

thecallwillbeplacedonholdandacalltothedestinationismadefromthe3CXPhoneSystem.

Oncethereceivingendanswersthecall,musiconholdwillstopandthecallwillconnecttothe

callee.

Installing3CXPhone

3CXPhoneisinstalledviathe:

● AppleAppStoreforiOSdevices.

● GooglePlayforAndroiddevices.

● DMGbundleforMacOS.

● MSIfileforWindows.

dependingontheplatformyouneeditfor.Theinstallationlinksaresentintheuser'swelcome

emailandtheconfigurationfileisattachedtoitaswell.

Windows

3CXPhoneforWindowsisavailableasanMSIfile.Youcandownloadthelatestversionhere:

First time installationrequiresadministrativerights.Aslongasthedefaultinstallationpathhas

beenchosen,theprovisioningofthe3CXPhoneandfutureupdatesdonotrequireadministrative

rights. YoucandeploythesetupfileviaactivedirectoryautomaticallyasitisanMSIfile.You must also deploy the “MicrosoftVisualC++2010x86”msipackageonx86andx64clientsin

ordertosuccessfullydeploy3CXPhoneforWindows.Onceinstalledandprovisioned,3CXPhone

gets updated automatically with the service packs of the 3CX Phone System. For more

informationseethe“Updating3CXPhone”sectionofthisdocument.

MoreinformationabouttheWindowsclientcanbefoundhere:

Android

TheAndroidclientcanbeinstalledviatheGooglePlayStore:

BesuretoconfigureGooglePushbeforesendingoutthewelcomeemailsforAndroidusers.For moreinformationsee http://www.3cx.com/docs/configuring­google­push/

MoreinformationabouttheAndroidclientcanbefoundhere:

AppleiOS

TheiOSclientcanbedownloadedfromtheAppleAppstore:

The3CXPhoneApprequiresreadonlyaccesstothelocaldevice(phone)tocomposeaunified

addressbookofallcontacts.Also,inordertoreceivePushmessagesitmustalsobeallowedto send “Notifications” to the device. If you have notgrantedtheseaccessrightsduringthefirst 3CXPhone client startup, you can change them by logging onto the iOS device “Settings” > “Privacy” > “Contacts and Settings” > “Notification Center” and enable the function for the

3CXPhoneapp.FormoreinformationregardingthePushMessagingServicesee:

MoreinformationabouttheiOSclientcanbefoundhere:

MacOS

3CXPhone for Mac is available as a DMG file. You can download the latest version here:

Mountthedmgfiletothehostanddragtheappintotheapplicationfolder.Theappitselfissigned withanAppledeveloperaccountanddoesnotrequiremodificationofthesecuritylevelsettingof installinganuntrustedapplication.Howevertheinstallationneedstobedonebyanadministrative user. Once installed and provisioned, 3CXPhone gets updated automatically with the service

packs(startingwith3CXPhoneSystem12SP3)ofthe3CXPhoneSystem.Formoreinformation

seethe“Updating3CXPhone”sectionofthisdocument.

Deploying3CXPhone(Configuration)

Importantnote:IfyouaregoingtoleveragePushtechnologyforAndroiddevices,theGoogle Push service must be configured PRIOR to sending out the configuration emails. For more informationsee“ConfiguringGooglePush”below.AniOSdevicecanbeactivatedatalaterstage forthePushservicewithoutneedinganewconfigurationemailsincenonewconfigurationdata needstobesenttothedevice.

All3CXPhoneclientssupporttwomethodstoautomaticallysetupthesoftclientsinordertowork

withthe3CXPhoneSystem.Itisstronglyadvised NOT toconfiguretheclientsmanuallyastypos and misconfigurations will impact the users experience. Support will be only be provided to provisioned(autoconfigured)phones.Thetwoautoprovisioningmethodsareasfollows:

● Provisionviawelcomeemailattachment

● ProvisionviaPnPprovisioning(limitedtolocalnetworkmulticastdomains)

3CXPhone for Windows, Mac and Android have the ability to reprovision automatically, both internally and externally. By default, Windows, Mac and Android clients will retrieve their configurationfileeverytimetheyarestarted.

Provisioningusingthewelcomeemailwillworkacrossallnetworktopologiesandclientsandis

thepreferedmethodtoconnecta3CXPhoneclienttothe3CXPhoneSystem.

Note: If you are upgrading to 3CX Phone System v12.5 and have changed your HTTP and

HTTPSportsduringinstallation,3CXPhoneclientswillbeabletoplacecallsbutnotabletouse

featuressuchaspresence.Youcanreprovision3CXPhoneforWindowsandAndroid,fromthe

3CX Management Console if the device is within thelocalnetwork.Gotothe “Phones”tab, select the 3CXPhone client that youwishtoreprovisionandclick “ReprovisionPhones”.To

reprovision3CXPhonesoutsideyourlocalnetwork,resentthe3CXWelcomeemail.

Sendingthe3CXWelcomeEmail

In order to auto provision the 3CXPhone client via email, the user must have received the welcomeemail.Thisissentautomaticallywhentheextensioniscreated.However,ifyouwishto resendit:

1. Logintothe3CXManagementConsoleandgotothe“Extensions”node.

2. Selecttheextensionyouwantandclickthe“SendWelcomeEmail”buttonontheupper rightcornerofthetab.

3. An email will be send to the extension’s email along with an attachment for auto provisioning.

Note:Forthe3CXWelcomeEmailtobesentautomaticallyyouneedtoensurethatyouhave

configuredyourmailserversettingsin “Settings”>“General”>“MailServer”,andconfigured anemailforthenewlycreatedextension.

OncetheuserhasinstalledtheclientfromGooglePlay,theAppleAppStoretheMSIfileorthe dmg file, you can instruct the user to open the welcome email and double click/tap on the attachment. The attachment will start up 3CXPhone on the user’s machine andautomatically configureit.

The3CXPushService

3CXPhoneusesPushtechnologytowakeupthesmartphonewhenacallisreceived.Thisdoes

notrequiretheusertokeepthephoneactiveandthe3CXPhoneclientturnedontobeableto

receivecalls–thephonecangotosleeptosavebatterylife.

ConfiguringGooglePush

ToconfigureGooglePush,pleasefollowtheinstructionsinthislink:

ConfiguringApplePush

ToconfigureApplePush,pleasefollowtheinstructionsinthislink:

Enabling/DisablingPush

After configuring your Push settings you will need to select which extensions have Push functionalityenabled.Todothat:

1. Logintothe3CXManagementconsole.

2. Navigateto “Settings”>“3CXPhone”.

3. Scrolldowntothe “Select3CXUsers”section.

4. Click on the extension that you want to enable Push for, in the left column and click “Add”.

5. TheextensionwillbeaddedtotherightcolumnandPushwillbeenabled.

6. IfyouwanttodisablePushforanextensionjustselecttheextensionfromtherightcolumn andpress “Remove”.

Updating3CXPhone

Updates to the desktop versionsof3CXPhonearedeployedautomaticallyviathe3CXPhone

SystemServer.Whenanewupdateisavailableonthe3CXWebsite,the3CXPhoneSystem

Serverdownloadstheupdatefor3CXPhoneforWindowsandMacandnotifiesthe3CXPhone

users. If a user has an out­dated 3CXPhone, upon starting 3CXPhone, he will be shown a

messageinforminghimthatanewversionof3CXPhoneisavailable:

a messageinforminghimthatanewversionof3CXPhoneisavailable: 3CXPhoneNotifyingtheUseraboutNewUpdates

3CXPhoneNotifyingtheUseraboutNewUpdates

Oncetheuseracceptstheupdate,thedownloaderwillstartanddownloadthenewinstallationof

3CXPhone:

3CXPhone: 3CXPhoneUpdaterDownloadingtheLatestVersion

3CXPhoneUpdaterDownloadingtheLatestVersion

Afterthefiledownloadisfinished,thenewclientwillbeinstalledautomaticallyand3CXPhonewill

restartonitsowntocompletetheupgrade.

TheMacOSclientdownloadsthenewdmgfileandmountsitfortheuser.Theusernowneedsto dragittotheapplicationfolderwithinthedmgbundleandselect“Replace”.Whenthisis

completedyoucanlaunchthe3CXPhoneappfromthedock.

TheAndroidandiOSclientsupdateautomaticallythroughtheGooglePlaystoreandtheApple

AppStore(dependingifautomaticupdateisactivated)whentheydetectanewerversionofthe

clientonline.

Using3CXPhoneforAndroid,iOSandWindows

Aweb­basedusermanualexistsforallfour3CXPhoneplatformsandcanbefoundhere:

Windows,Android,iPhone,MacOS­ http://www.3cx.com/user­manual/

Managing3CXPhone

The administrator can review all connected users that are using 3CXPhone from the 3CX

ManagementConsole>“3CXPhoneClients”node.Thisshowsalltheuserswhoarecurrently

logged in and using 3CXPhone, including their IP and the client version/type theyuse.Ifthe extension is not listed in the 3CXPhoneClientstab,theclientisnotcurrentlyconnected.The administrator can control what configuration options are available in 3CXPhoneperextension from Extensions>“Editextension”>“3CXPhone”tab.

​ . Youcanconfigure: ● Disallowuseof3CXPhone ●

Youcanconfigure:

Disallowuseof3CXPhone

HidetheForwardingRules­Removestheabilityfortheusertoconfigurehis/her

forwardingrulesfromwithinthe3CXPhoneclient.Theseoptionswillonlybeavailablefrom

the3CXManagementConsole.

ShowCallRecordings/AllowDeletionofRecordings­Addsthecallrecordings, allowingtheusertomanagetheircallrecordings.

Configuredefaultphonemodetouseinthe3CXPhoneforWindows­ Configure whichphonemode(SoftphoneorCTI)mustbeusedbydefault.

DefaultStartupScreen­Setsthedefaultappearanceofthephonetothedialpadorthe presencescreen.

Use3CXTunnelforremoteconnections­Configures3CXPhonetousethe3CXTunnel

forthe“OutofOffice”connectiontothe3CXPhonesystemratherthanconnectingdirectly

via STUN/SIP port of the pbx. It is advisedtoturnthisoption ON toavoidintermittent connectionproblems(absenceofaudio)fromremotelocationstothephonesystem.

Note:3CXPhoneSystemincludesanautomaticcallbackfeatureinBlindTransfer.Ifyouperform

ablindtransferandtherecipientofthecallisbusy,thenthecallwillautomaticallyreturnbackto you. This wayyoucaninformthecallerthatthepersontheyaretryingtocontactisbusyand proceedtotransfertoanotherdestination.Readourdetailedguideonhowtoenablethecallback featureat http://www.3cx.com/docs/blind­transfer­callback/.

Configuring3CXPhoneasaremoteextension

Prerequisites for having remote extensions are explained in detailinthe“ConfiguringRemote Extensions”sectioninthe“Configuring&ManagingIPPhones”chapter.

3CXPhoneforWindows,Mac,Android

3CXPhoneforAndroid,WindowsandMacareautomaticallyconfiguredtobeabletobeusedas

remoteextensionsusingthe3CXTunnelorindirectSTUNmodedependingonthesettingofthe

extension.Noconfigurationatallisrequiredontheclientside.

As soon as the user switches network and 3CXPhone detects this change it automatically

reconfiguresitselftotheappropriatestatetorestoreconnectiontothe3CXPhoneSystem.The

sametechnologyisusedwhenthe3CXPhoneislaunchedfroma“terminated”state.

Note for Android users to save battery: If the user pressesthe“Home”button,3CXPhone remainsrunninginthebackground.ThiswillconsumemorebatterybecauseaWi­Fiormobile datanetworkconnectionmustbekeptalive.Toavoidthis,closetheapplicationbypressingthe phone’s “Menu”buttonandselecting “Exit”.3CXPhoneSystemwillthenwakeup3CXPhone

usingthe3CXPushservice.

Configuring3CXPhoneforiPhone

3CXPhone for iPhone is also automatically configured to be used asaremoteextension.No configuration at all is required. JustlikeAndroid,assoonastheuserchangesanetworkand 3CXPhone detects that it is not on the same network as 3CX PhoneSystem,3CXPhonefor iPhonewillswitchtoOutofOfficemodeandconfigureitselfasaremoteextensionandre­register

“onthefly”.Inmostcases3CXPhoneforiPhonewillconnectwithoutproblems.However,ifthere

areissues,thenyoumust:

1. Download3CXVoIPTunnelfromtheAppleAppStore:

2. Launchthe3CXTunnelapp.

3. Inthe“RemoteTunnelIP”fieldenterthepublicIPofthe3CXPBX.

4. Insertthetunnelport(usually5090)inthe“RemoteTunnelPort”field.

5. Enterthe“RemoteTunnelPassword”(asconfiguredbytheadministratoron3CXPhone

System).

6. Click “Start”.

7. Switch back to 3CXPhone for iOS and go to “Settings” > “Accounts” > Select the appropriateaccount>Scrolldownandset "Use3CXTunnel"to “ON”.

8. Placeyourcall.

Note:AccordingtoAppleiOSappstandards,everytimeyoupressthehomescreenbutton,and

theapplicationgoestothebackground,3CXPhoneforiPhonewillgointobackgroundmodeand

must unregister. 3CX Tunnel will go in the background as well and will remain active for 10 minutes. After 10 minutes, 3CX Tunnel will be terminated by iOS. This is an iOS standard proceduretopreservebatterylife. Forthisreasonthe3CXTunnelappshouldonlybeusedwhen

experiencingissuesplacingoutboundcalls.Whenyourcallisdone,3CXTunnelshouldbeturned

off,astonotinterferewith3CXPushnotifications.Toplaceacallusing3CXTunnel:

"Stopped"clickon“Start”andwaituntilthestatuschangesto"Connected". 2. Launch3CXPhoneandafterasuccessfulregistration,proceedandmakeyourcall.

Configuring&ManagingIPPhones

Introduction

Afteryouhaveinstalled3CXPhoneSystem,youwillbeabletoconfigureyourIPphonesand

assignextensionstoeachphone.3CXcanautomaticallyconfigureyourIPphonesforusewith

3CXPhoneSystem.

ThisprocessiscalledphoneprovisioningandensuresthattheIPPhonesarecorrectlyconfigured andmanageablefromthemanagementconsole.Provisioningmakesiteasytochangeextension passwords,orBLFkeysbecauseyoucandoitcentrallyandthenpushthechangestothephone. ItisalsopossibletomanuallyconfigureyourIPPhones,whichinrarecasesmightbenecessary.

Forinformationonhowtodothis,pleasevisitoursupportpageat​​http://www.3cx.com/support/

GlobalProvisioningSettings

Before provisioning an IP phone, confirm that default parameters are correct in“Settings”> “PhoneProvisioning”tab.

in ​ “Settings”> “PhoneProvisioning” ​ tab. PhoneProvisioning ProvisioningNetworkConfiguration

PhoneProvisioning

ProvisioningNetworkConfiguration

MakesurethattheinternalFQDNresolvestothecorrectIP.Toprovisionremoteextensions,the external FQDN should be specified. To configure FQDNs for provisioning goto“Settings”> “Network”>“FQDN”tab.

TimeZone

3CX will automatically provision the timezone to the phones. However, each phone can be configured to a different time zone from Edit Extensions > “Phone Provisioning” > “Time Zone”drop­downmenu.TheTimeZoneinthe“Extension”>“PhoneProvisioning”tabwill take precedence over the Global Time Settings in the “Settings” > “Phone Provisioning” section.

DaylightSavingTime

Fanvil, Htek, snom and YealinkphoneswillapplytheDSTchangesbasedonthetimezone/ country selected. For CiscoandPolycomIPphonestheDSTdateandtheoffsetneedstobe

configured manually depending on the country. This configuration needstobereviewedeach year.

CompanyPhonebook

Depending on the company preferences, the phone book which is pushed to the IP phones shouldbesortedalphabeticallybylastnameorfirstname.Dependingonthephonemodel,the phone book might only updated once at startup time and will require a reboot to reload the phonebook.

PersonalProvisioningSettings

Beside the global provisioning settings, the phone will also retrieve individual configuration informationsuchas:

● ExtensionNumber,NameandPassword.

● BLF Keys ­ BLF stands for “Busy Lamp Field” and is used todisplaythecallstateof anotherextension.

● IPPhoneWeb­Interfacepassword.

● LanguageDisplay.

● CodecsPreferenceOrder.

ConfiguringFanvil,Htek,snomandYealinkPhonesusingPlugandPlay

Fanvil, Htek, snomandYealinkphonescanbeeasilyconfiguredasextensionsof3CXPhone

Systemusing3CX’sPlugandPlayfeature.

Systemusing3CX’sPlugandPlayfeature. PlugandPlayPhoneProvisioning

PlugandPlayPhoneProvisioning

FollowthestepsoutlinedbelowtoprovisionphonesusingPlugandPlay:

1. ConnecttheIPPhonetotheLAN.EnsurethatthephoneisonthesameLAN(Multicast

Domain)as3CXPhoneSystem.

2. ThephonewillshowupinthePhonesnodeasanewphone.

3. Right­clickonthephone’sentryandassignittoanexistingextensionorcreateanewone forit.

4. You will then be taken to the extension’s provisioning tab where you canspecifyBLF buttonstobeconfiguredonthephone.Moreinformationonhowtoconfigureanextension canbefoundintheExtensionschapter.

5. Thephonewillbesentalinktoaconfigurationfile,whichwillbeusedtoconfigurethe specific phone with the settingsconfiguredin3CXPhoneSystem.Thephonewillthen

restart,applythesettingsandconnectto3CXPhoneSystemwiththecorrectextension

credentials.Somephoneswillasktheuserforconfirmationbeforerestarting.

Once you make changes to the phone configuration (GeneralorPhoneProvisioning)youwill need to reprovisionthephonessoastoforcetheIPPhonestopickupthenewconfiguration

immediately(otherwiseitwillhappenwithin24hours).Todoso:

1. Onthephonesnodeinthemanagementconsole,selectthephonestowhichyouwantto

applychanges.YoucanselectmultiplephonesatoncebyholdingtheCtrlkeyortheShift

key.

2. Clickthe“ReprovisionPhones”button.

3. Thephoneswillrestartandapplythedesiredchanges.

ConfiguringCisco,PolycomandotherPhones

Thissectionofthemanualexplainshowtoprovisionphonesthatdonotsupportplugandplay. Cisco and Polycom phones must be provisioned using the following method. Provisioning a phoneusingthismethodisdoneintwoSteps:

Step1–ConfiguringtheExtensionsforProvisioning

Step1–ConfiguringtheExtensionsforProvisioning ProvisioningaPhone 1. After creating the extension in the

ProvisioningaPhone

1. After creating the extension in the 3CX Management Console, go to the “Phone Provisioning”taboftheextension.

2. EntertheMACaddressofthephone(whichcanbefoundatthebottomofthephoneon somemodels)intheMACaddressfield.

3. SelecttheappropriatephonemodelfromthedropdownModellist.

4. PhoneWebPagePassword–Thisisautogeneratedbythe3CXPhoneSystemandis

applied to your phone uponprovisioning.IfyouwanttologintoyourIPPhone’sWeb

Interface then use the value in the “Passwordfield”ontheWebInterfaceloginscreen (Username is not changed in the Phone’s WebInterfaceitremainstoitsdefaultvalue ­admin­evenafterprovisioning).YoumayleavetheWebPagePasswordasisorspecify yourown.

5. ConfirmtheIPaddresswhichthephoneshouldconnectto(incaseyourphonesystem serverhasmultiplenetworkinterfaces).

6. Thecodecsandcodecprioritywillbeautomaticallyconfigureddependingonthephone modelselected.

7. IfyourphonehasBLFlights,youcanautomaticallyconfigurewhatinformationtheBLF lightsshoulddisplay.MatchaBLFbuttonwithanextension,sothatthisbuttonwillshow thestatusofthatextension.ThenumberofavailableBLFbuttonsvariesperphone.

8. YoucanalsolinkasharedparkingplacetoaBLFbutton.Thisallowsuserstoeasilypark orun­parkcallsbyclickingtheassignedBLFbutton.Speeddialsandcustomspeeddials arealsosupported.

9. Click“OK”tosave.Theprovisioningfileswillnowbecreatedintheprovisioningdirectory. Eachtimeyoumakeachangetotheextension,thesefileswillbere­created.

Step2–ConfigurethePhonetoRetrievetheConfigurationFile

Nowyouneedtoinstructthephonetodownloaditsconfigurationfromtheprovisioningdirectory

onthe3CXPhoneSystemserver.Thismustbedoneinoneoftwoways:

Via the Phone’s Web Interface ­ Enter the provisioning URL via the phone’s web configuration.Thisisaone­timeoperationandmakessenseinsmallernetworks.

UsingOption66inyourDHCPServer­Withthisoption,thephonewillobtaintheURL

when it boots up and receives its IP from the DHCPserver.Thisisrecommendedfor larger networks as it makes it easy to change the provisioning URL later. Tousethis option, you need to configureyourDHCPserveraccordingly.AnexampleforMicrosoft

DHCPservercanbefoundhere:http://www.3cx.com/sip­phones/dhcp­option­66/.

DeterminingtheProvisioningURLtospecify

Independentoftheoptionyouchoose,theexactURLwilldependonthemodelofthephoneyou

areusing.FollowtheseguidestodeterminetheURLneededforyourparticularmodelofphone:

ManagingYourIPPhones

​ : http://www.3cx.com/support/ ManagingYourIPPhones ThePhonesNode

ThePhonesNode

3CXPhoneSystemprovidesaneasywaytomonitorandmanageyourphonesnetworkwide.

The“Phones”nodeinthe3CXManagementconsoleallowsyouto:

● Viewallphonesinthenetwork.

● QuicklyviewIPandMacaddressofeachphone.

● Checkthefirmwareversionthatthephoneisrunning.

● Remotelyrebootoneorallofthephones.

● Re­provisionthephones(afteryouhavemadeachangeyoucanrebootthephonesto

havethechangestakeeffect).

● Launchtheadmininterfaceofthephone.

MonitorsecurityofextensionpasswordandPIN.Weakextensionpasswordsand

PIN'sarethemostcommoncauseofsecuritybreaches.

Re­ProvisioningthePhones

Ifyouneedtore­provisionthephones,forexampleafteryouhavemadeconfigurationchanges,

youcaneasilydosofromtheIPPhonesnode:

1. Gotothe3CXManagementConsole>“Phones”node.

2. Selectthephonesthatyouwishtoreprovision.

3. Click“Reprovisionphones”.

4. Selectthephonesagainandselect“Reboot”toactivatethenewprovisioninginformation

onthephone.

UpdatingtheFirmwareonYourPhones

ItispossibletoupdatethefirmwareofyourCisco,Fanvil,Htek,snom,andYealinkIPphones

networkwidefromthe3CXManagementConsole.Eachofthefirmwarehasbeeninteroptested

by 3CX and thus it isrecommendedthatyouupgradefirmwareusingthismethodandnotby downloadingthefirmwaredirectlyfromthevendor’swebsites.ToupgradeyourIPPhonestothe

latest3CXtestedfirmware:

1. FromthePhonesnode,selecttheIPPhoneswhichyouwishtoupgradethefirmwareon

andclickthe“UpgradeFirmware”button.

andclickthe ​ “UpgradeFirmware” ​ button. 2.

2. Selectthemodelandfirmwareofthephonefromtheupgradelistandclick“Upgrade”.

Thefirmwarewillbeuploadedandthephonerebooted.Notethatthisfeaturerequiresa

validmaintenanceagreement.

OtherIPendpointdevices

3CXsupportsvariousotherendpointssuchasDECTphones,doorphones,conferencephones

andIPcameras.Forthefullrangeofsupportedhardware,visithttp://www.3cx.com/support/

ConfiguringRemoteExtensions

A powerful benefit of 3CX Phone System is the ability to support remote extensions, i.e.

employees using their extension from home or on the go. Thisgivestremendousflexibilityto

employeesanddeliverstruemobility,becauseemployeesworkingfromhomeorawaycanstillbe

seamlesslyintegratedwiththeheadoffice.Theycanbeamemberofcallqueuesanduse3CX

Phonetoseepresenceofotherusers.Therearetwowaystoconfigurearemoteextension:

● Directly,usingstandardUDP

● Using3CXTunnelviathe3CXSessionBorderController

A direct remote extension is generally used when just a few phones are used in theremote

location.Ifyouhavemorethan2/3remoteextensions,youcanusethe3CXSBC.

ConfiguringRemoteExtensionsUsingDirectSIP

ToprovisionanIPPhonetobeusedasaremoteextension:

ToprovisionanIPPhonetobeusedasaremoteextension: ProvisionaRemoteExtension 1.

ProvisionaRemoteExtension

1. Ensurethephoneisinthesamenetworkas3CXPhoneSysteminordertobeableto

provisionit.

2. Gotothe“Extension”>“PhoneProvisioning”tab.

3. Inthe“SelectProvisioningMethod”select“RemoteExtension(STUN)”.

4. ConfigureportforwardingforUDPport5060andUDPports9000–9099onyourfirewall.

Formoreinformationsee:

Moreinformationonprovisioningofremoteextensionscanbefoundat:

ConfiguringRemoteExtensionsUsing3CXSessionBorderController

ForinformationhowtoconfigureIPPhonesasRemoteExtensionsusingthe3CXSBC,please

ConfiguringMultipleIPPhonesonthesameExtension

ForinformationhowtoconfiguremultipleIPPhonesonasingleextension,visitthislink:

ExtensionManagement

Introduction

Thischapterexplainshowtocreateandconfigureextensionsin3CXPhoneSystem.Thereare

multiplewaystocreateanextension:

● Whenprovisioninganewphone,youcanchoosetocreateanewextension.

● Extensions can be manually created from the Extensions node in the management console.

● ExtensionscanbeimportedfromActiveDirectory(oranyotherLDAPserver)oraCSV file.

ExtensionConfiguration

file. ExtensionConfiguration ExtensionConfiguration To configureanextension,clickonthe

ExtensionConfiguration

To configureanextension,clickonthe“Extensions”nodeinthe3CXManagementConsole. Clickon“AddExtension”tocreateanewoneorselectanexistingextensionandclick“Edit”.

General

IntheUserInformationsectionyoucanenterthefirstandlastnameandtheemailaddressofthe user. A welcome email with information on the extension created, as well as voice mail and missed call notifications (configurable) will be sent to the configured email address. In the Authenticationsection,theauthenticationIDandpasswordareautogenerated,howevertheycan bealteredasneeded.Ifthephoneisprovisioned,theauthenticationdetailswillbesenttothe phoneautomatically.

Voicemail

Voicemail ExtensionSettings­VoicemailTab The ​ “VoiceMail”

ExtensionSettings­VoicemailTab

The“VoiceMail”taballowsyoutoconfiguretheextension’svoicemailpreferencesincludingthe voicemailPINnumberforauthentication,enable/disablePINAuthentication,playCallerID,andif

youwant3CXPhoneSystemtoreadouttheCallerIDandtheDate/Timeofwhenthemessage

wasreceived.Youcanalsochoosetosendanemailnotification,whenvoicemailisreceived.This

can be configured to contain the voicemail message, and also delete the message from the serverfreeingupspace.The“Managegreetings”sectionallowsyoutoconfigureyourVoicemail greetings.Thefollowingoptionsareavailable:

Addnew–Allowsyoutoaddanewgreetingfroma.wavfile.

Recordfromphone–Letsyourecordanewgreetingfilefromyourphoneandadditto thegreetingslistontheleft.

Delete–Deletestheselectedgreetingfilefromthegreetinglistontheleft.

RefreshWAVfiles–Refreshesthelistofgreetingfilesintheuser’sfolder.

Playonphone–AllowsplaybackoftheselectedgreetingfileonaconfiguredIPphone.

Play­Allowsyoutodownloadtheselectedgreeting filetoyourcomputerandlistentoit.

● You can also choose whether to play the same greeting file for all your statuses or configuredifferentgreetingmessagesforeachstatus.

ForwardingRules

Each extension can have a set of call forwarding rules that define what 3CX Phone System shoulddowhentheextensionuserisunabletotakeanincomingcall.Thiscanbeconfigured basedontheuser’sstatus,thetime,thecallerID,andwhetherthecallisaninternalorexternal call. Eachstatusrequiresacallforwardingrule.Forexample,iftheuserisunabletotakeacallwhilst his/herstatusis“Available”,youcanforwardthecalltovoicemail,whilstifthestatusissetto“Out ofOffice”youcouldforwardittohis/hermobile.

Callforwardingcanbeconfiguredbytheadministratorusingthe3CXManagementConsoleorby

theuserfromthe3CXPhoneclient.Pleaseseethisarticleforinstructionsonhowtoconfigurecall

forwardingforanextension:http://www.3cx.com/user­manual/forwarding/

Other

UserInformation

Theuserinformationsectionallowsyoutosetyourstatus,loginandoutofqueues,turnDNDon

oroff,configurethecallerIDfortheextensionandtheSIPID.

ExtensionCapabilities

TheextensioncapabilitiessectionallowsyoutosetadvancedoptionsforaparticularIPPhone

registeredtothisextension.Itisbesttoleavetheseoptionsasdefault.

Options

Theoptionstaballowsyoutoconfigureoptions,restrictionsandaccessfortheextension.

Options “Options”tab ● Recordallcalls ​

Options

“Options”tab

Recordallcalls–Recordsallcallsforthisextension.

CallScreeningOn–UseONLYfortheReboundfeature.Willprompttheuserforaname andplaythenametothecalledpartysothatthepersonmaydecidetotakethecallornot.

Sendemailnotificationonmissedcall–Triggersanemailforeachmissedcall.

Donotshowextensionin3CXcompanyphonebook–Removesextensionfromthe

phonebook.

Restrictions

DisableExtension–Disablesextension.

DisableExternalCalls–Disallowsanyexternalcallsfromtheextension.

PinProtect­Youcanconfigureanextensiontoallowoutboundcallsonlyaftertheuser

entersaPIN.Tounlocktheextension,theuserdials777followedbythePINanda#.The

PBXwillinformtheuserthataccesshasbeengranted.Theusercanthenproceedtodial

thedesiredexternalnumber.

DisallowuseofextensionoutsidetheLAN–Blocksanyregistrationsfromoutsideof

thenetwork.ThissettingappliestoIPPhones.

Blockremotetunnelconnections–Blockstheextensionfrombeingregisteredoutside

ofthenetwork,evenifitusesthetunnelfeature(whichisseenasalocalregistration).

Access

Thissectionallowsyoutocontrolaccesstothe3CXManagementConsole,3CXWebReports,

3CXWallboardand3CXHotelModuletoauser/extension:

● For more information on delegating 3CX Management Consoleaccess,alongwithuse case examples read our “Delegating 3CX Management Console Access” chapter:

● Detailed information on 3CX Web Reports is provided in the “Call Reporting” chapter:

● 3CXWallboardisanHTML5utilitythatcandisplaylivecallcenterstatistics.Tolearnhow

touse,andcustomiseitseeourguideat:http://www.3cx.com/blog/wallboard/.

● The3CXHotelModuleaddsadditionalfunctionsto3CXPhoneSystemtoallowittobe

used in hotels or other hospitality environments. For additional information visit:

OfficeHoursScheduling

TheOfficehoursSchedulingfeatureallowsauser’sstatustobechangedbasedonglobaloffice

hoursorspecificofficehours.

hoursorspecificofficehours. OfficeHoursSchedulingtab ConfigureHours

OfficeHoursSchedulingtab

ConfigureHours InthissectionyoucanselectiftheextensionwillfollowthePBX’sGlobalOfficeHours,oruseit’s own Specific Office Hours. To specify Specific Office Hours, enable the option and click “Configure”. You canalsoconfigureBreakTimesbyclicking“Configure”nexttotheoption. These options can be used in conjunction with the options available below to automatically changethestatusoftheextension.

AutomaticExtensionScheduling

WhenyouhaveConfiguredOfficehoursandBreaktimes,youcanenablethefollowingoptionsto

controlautomaticstatuschangesandextensionfunctionalitybasedonthetimeofday:

Automatically change extension profile based on time of day – Outside of Office hours,theuser’sstatuswillautomaticallybeswitchedto“OutOfOffice”.Theuser’sstatus canalsobechangedto“Away”onconfiguredbreaktimes.

Log out from queues when not available (Away / Out of Office) – Thisoptionwill automaticallylogtheuseroutfromqueueswhenheswitchesto“OutofOffice”or“Away” status.

BlockOutboundcallsoutsideofOfficeHours–Blocksanyoutboundcallsfromthis extensionoutsideofofficehours.

ExtensionRights

extensionoutsideofofficehours. ExtensionRights ExtensionRights The “Rights” tab allows you to quickly

ExtensionRights

The “Rights” tab allows you to quickly check an extensions Groupmembershiprightsforthis extensionandconfigurethemaccordingtoyourpreferences.Alltheavailablegroupsappearon the“GroupMembership”listonyourleft.

Anygroupthattheextensionalreadybelongsto,ischeckedandtheroleofthecurrentextension

inthegroupappearsintheRolecolumn.Theuser’srightsfortheselectedgrouparedisplayedon

therightsideofthetab.

You can modify the extension’s rights for that group by ticking off the options in the “Rights currentlyassignedpart”ofthetaborevenchangetheextension’srolebyclickingonthe“User Rights”andselecting“User”or“Manager”fromthedropdownmenu.

Toaddanextensiontoagroupsimplytickthecheckboxnexttothegroupnamethatyouwant

theextensiontobeapartofandselecttheuserrightsonthe“UserRights”partofthetab.Click

“OK”toapplyyourchanges.

ExtensionGroups

3CXPhonecanlimitwhatcallinformationisshowntotheuserbasedonextensiongroups.These

extensiongroupsareusedtodeterminewhatinformationisshowntowhom.Inadditiontheyhelp

grouptheextensionforbothusersandtheadministrator.Notethananextensionhastobepartof

atleastonegroup.

DefaultGroup

The Default group contains all extensions, whereby users of the group have no rights, but managersofthisgroupcanseeinformationaboutalltheextensions.Anyextensionyoucreate will automatically be assigned to thisgroupinitially(untilyouremoveitorassignittoanother group).

Note: The V11 management group has now been rendered obsolete and is replaced by the ‘Default’group.ManagementGrouprightsisnowDefaultGroupRightsintheDefaultGroup.If

youarerestoringabackupfromV11toV12.5thenalltheuserswillbeaddedasuserstothe

Default group andanymanagersinthemanagementgroupwillbeaddedasmanagersinthe Defaultgroup.

TheDefaultGroupisagroupisalwayspresentin3CXPhoneSystem.Managersassignedtothis

groupcan:

● See the call detailsofALLextensionsandqueues(sinceallextensionsarepartofthe defaultgroupunlessyouremovethemfromthegroup)

● PerformoperationsonANYcallinthesystem(Pickup,Transfer,Divert,Reject,Barge­in, andPark).

ToaddanextensiontotheDefaultgroup:

1. Clickonthe“Default”sub­nodeundertheextensionsnode.

2. Selectanextensionontheleftandclick“Add”.Click“OK”tosavechanges.

3. Nowlogoutandloginwith3CXPhonetoseetheadditionalinformation.

GroupRightsLogic

Userscanbeassignedrightstoseedetailsofothermembersintheirgroupandmanagerscanbe assigned elevated rights to users in their group. Rights are assigned based on Group membership.Thatmeansthatamanagerwillbeabletoseecalldetailsofanymemberofhis/ hergroup,independentofthecalldestinationororigin.

ManagingExtensionGroups

GroupMembership

ManagingExtensionGroups GroupMembership AddinganExtensionGroup Tocreateanextensiongroup: 1. In the 3CX Management

AddinganExtensionGroup

Tocreateanextensiongroup:

1. In the 3CX Management Console,clickontheExtensionsnodeandclickonthe“Add ExtensionGroup”icon.

2. Nowproceedtoaddextensionsbyselectingextensionsfromtheleftlistandclickingon the “Add” button. Note that Extensions can now be part of multiple groups. Publish

Groupinformationtoallcompanyusers:ThisoptionpublishesyourGrouppresenceto all the 3CXPhoneSystemUsers(alltheextensionscanseeyourgrouppresenceand calls).

calls). Roleofuserinthegroup

Roleofuserinthegroup

YoucanselectwhichuserwillbetheManagerofthegroupby:

1. Clicking on the “Member Rights” tab, then clicking on the user’s name in the “ExtensionsinthisGroup”list.

2. Youmaythenselectthe“Roleofuserinthisgroup”whereyoumayselect“Manager” or“User”andaccordinglytheuserwillbegrantedtherightsofamanagerorauser.You can configure one or more “Managers” for any group. Typically this would be a departmentsupervisor.GroupManagerswillbeabletoseethecalldetailsofeveryone withinthatgroup.

GroupDefaultRights

The“DefaultGroupRights”tabspecifiesthedefaultrightsthatareassignedtoeachuserrole.

These default “Manager” and “User” rights apply to the current extension group. You can configuretheserightsseparatelyforeachextensiongroup.Toconfigurethedefaultgrouprights:

anduserswithinthisgroupcanseeanddoin3CXPhone.

2. OptionallyyoucanenabletheManagerextensionstoperformoperationsoncallsofthe groupmembers.Checktheoption“Performoperationsoncallstousersofthisgroup” toenablethis.

3. Similarly,youcanalsoconfigurewhatrightsUsergroupmembershave.

4. Click“OK”tosavethegroupandrightsinformation.Userswillneedtologoutandloginto

3CXPhonetoseetheirnewrightsreflected.

CustomizingRightsforIndividualUsers

CustomizingRightsforIndividualUsers SettingExtensionGroupRights

SettingExtensionGroupRights

Ifyouwantaparticularuserormanagertohavemore(orfewer)rightsthanthedefaultsspecified

inthe“DefaultGroupRights”tab,youmayspecifythoserightsby:

1. Clickingonthemember’snameinthe“ExtensionsinthisGroup”listinthe“Members Rights”tab.

2. Ticking off the checkboxes with the rights that you want the member to have in the

“Rightscurrentlyassigned”partofthetab.

3. Theoptionsavailablefortheusersare:

a. Canseegroupmembers–Allowstheusertoseegroupmemberpresence.

b. Canseegroupcalls–Allowstheusertoseecallsmadebygroupmembers.

c. Show presence to group members – Shows the user’s presence to group members.

d. Showcallstogroupmembers–Showsuser’scallstogroupmembers.

e. Performoperations(divert,transfer,take)onanyactivecalltogroupmembers.

f. CanBargein–Canbargeintocallsmadebygroupmembers.

g. CanIntercom–Allowstheusertointercomotherextensions.

h. Allowparking–Allowstheusertoparkcalls.

i. AllowIVRcontrol–AllowsusertocontroltheIVR.

j. Allows to manageCompanyPhonebook–Allowstheusertoadd/edit/Delete

contactsfromtheCompanyPhonebookviathe3CXPhoneforWindowsClient.

4. Select theoptionsthatsuityourneedsaccordinglyandthenclick“Apply”toapplythe

chosenrights.Arestartofthe3CXPhoneclientisneededforthechangestotakeeffect.

Importing&ExportingExtensions

Ifyouneedtocreatealargenumberofextensionsitiseasiertobulkimporttheextensions.There

aretwowaystodothis,usingActiveDirectoryoraCSVfile.

ImportingfromActiveDirectory

AlternativelyyoucanimportdirectlyfromActiveDirectoryorotherLDAPserversviaLDAP.Every time a change is made to the user configuration in Active Directory, users can be re­synchronised,inwhichcaseonlytheupdateswillbeimported.Adescriptionofhowtodothis

Exporting/Importingto/fromaCSVfile

CreateaspreadsheetwithcolumnsforeachfieldthatyouwishtoimportandsavethisasaCSV file. You can find a detailed description of fields as well as a link to a sample import fileat:

ToimportExtensions:

1. Logintothe3CXManagementConsoleandclickonthe“Extensions”node.

2. Clickonthe“Importextension”button.

3. BrowseforyourextensionCSVfile,selectitandclick“Open”toimportyourextensionto

the3CXPhoneSystem.

IfyouneedtoexportyourextensionstoaCSVfileformattoeithersavethemasbackuporto

makealotofchangestotheusersfollowthenextsteps:

1. Logintothe3CXManagementConsoleandclickonthe“Extensions”node.

2. Selecttheextensionsthatyouwanttoexportandclickonthe“Exportextension”button.

KeepShiftpressedonthekeyboardandclickthefirstandlastcontacttoselectarange,or

keepCtrlpressedandclicktoselectmultiplecontacts.

3. TypeinafilenameandsavetheCSVfile.

AddingaVoIPProvider/SIPTrunk

Introduction

VoIPproviders“host”phonelinesandarereplacingthetraditionaltelcolines.VoIPproviderscan assignlocalnumbersinoneormorecitiesorcountriesandroutethesetoyourphonesystem.In mostcasestheyalsosupportnumberporting.Inaddition,VoIPprovidersareoftenabletooffer better call rates because they have an international network or have negotiated better rates. Therefore, using VoIP providerscanreducecallcosts.HoweverbeawarethateachVoIPcall requiresbandwidth.VoIPisrealtime,soitdoesplaceademandonyourInternetconnection.As

aruleofthumb,eachcallwillconsumeapproximately30­120kbpersecond,dependingonwhich

codecyouuse.Formoreinformationaboutbandwidthconsumptionofparticularcodecs,seethis article: http://www.3cx.com/blog/docs/bandwidth­dsl­atm­isp/

3CX recommends using a supported VoIP provider. All supported VoIP providers have been

testedforinteroperabilitywith3CXPhoneSystem,andarere­testedwitheachnewbuild.Their

configuration templates are also includedwith3CXPhoneSystemtoallowyoutoquicklyand easily add them to your PBX. For a list of 3CX supported VoIP providers follow this link:

3CXPhoneSystemsupportstwotypesofVoIPProviders:

RegistrationBased–TheseVoIPprovidersrequirethePBXtoregisterwiththeprovider

usinganauthenticationIDandpassword.MostoftheVoIPproviderspre­definedin3CX

PhoneSystemareregistrationbased.

IP Based / SIP Trunk – IP Based VoIPProviders(alsoknownasSIPTrunks)donot generallyrequirethePBXtoregisterwiththeprovider.TheIPaddressofthePBXneeds tobeconfiguredwiththeprovider,sothatitknowswherecallstoyournumbershouldbe routed.

RequirementsforUsingaVoIPProvider/SIPTrunk

IfyouplantouseaVoIPprovider,youneedtohaveafirewall/router/NATdevicethatsupports STATICPORTMAPPINGS.Oftenrouterswillperformportaddresstranslation,whichwillcause problemssuchasonewayaudio,failinginboundcallsandsoon.Itisalsohighlyrecommended

resolvestoa staticexternalIP.IfyourexternalIPchangesintermittently,inboundcallswillfail. For more information on how to configure your firewall, review this article:

ConfiguringaVoIPProvider/SIPTrunk

Step1:CreateanAccountwithaVoIPProvider

Firstoff,youneedtohaveanaccountwithaqualityVoIPserviceprovider.3CXPhoneSystem

supportsmostpopularSIPbasedVoIPserviceprovidersandwerecommendusingonethathas

beentestedby3CX.As3CXincludespre­configuredtemplatesfortheseVoIPproviders.Simply

clickonthe “Add”menu>“AddVoIPProvider”buttontoseealistofsupportedproviders. If there is no VoIP provider in your country you can use Skype for SIP which has a global presence.

Step2:AddtheVoIPProviderAccountin3CXPhoneSystem

AfteryouhavecreatedtheVoIPprovideraccount,youwillneedtoconfiguretheaccountin3CX

PhoneSystem.Todothis:

1. Inthe3CXPhoneManagementconsolemenu,clickonthe “Add”menu>“AddVoIP Provider”button.

​ “Add”menu>“AddVoIP Provider” ​ button. 2. The you to conduct a firewall test ( ​

2. The

you to conduct a firewall test

(http://www.3cx.com/blog/docs/firewall­checker/). Frequently, the internet facing firewall

sittingbetween3CXPhoneSystemandtheVoIPproviderisnotcorrectlyconfiguredoris

notabletocorrectlyrouteVoIPtraffic.Tocheckthefirewallconfiguration,itisimportantto performafirewallcheckusingtheinbuiltfirewallchecker.Click “RunFirewallChecker”. ItwillusetheSTUNserverconfiguredin“Settings”>“Network”>“STUNServer”toensure

thatyourfirewallallowsandcorrectlyroutesconnectionsonPort5060(forSIP)andPorts

9000–9099(forRTPAudio)tothePBX.Ifthefirewallcheckfails,youwillnotbeableto

reliably make and receive VoIP provider calls and you will have to edit your firewall configuration.Aftersuccessfullycompletingthetest,returntotheVoIPProviderWizard.

Note:3CXdoesnotprovidefirewallconfigurationsupport.

3CX

Phone

System will

prompt

3CX Phone System will prompt AddVoIPProviderAccount 3.

AddVoIPProviderAccount

3. EnterafriendlynameforthisVoIPprovideraccount.

4. SelecttheCountrythattheVoIPprovideroperatesin.

5. SelectyourVoIPProviderfromtheProviderdropdownlist.Iftheproviderisnotlisted, select“GenericVoIPprovider”,or“GenericSIPTrunk”.Ifusingagenericproviderwewill notbeabletoguaranteethat3CXwillworkwiththisVoIPprovider.Click “Next”.

Depending on the VoIP provider that you are using, some fieldswillbedisabled.This meansyoudonotneedtochangethem.Click “Next”tocontinue.

7. NowentertheVoIPprovideraccountdetails.IntheExternalnumberfield,entertheVoIP linenumberthathasbeenassignedtoyou.ThenentertheAuthenticationID/username and passwordofyourVoIPprovideraccount.Specifythenumberofsimultaneouscalls yourproviderallows.Click “Next”tocontinue.IfyouareusingaSIPtrunk,thepassword willbegreyedout,sinceauthenticationisdoneviaIP.

8. Specify howcallsfromthisVoIPprovidershouldberouted.Youcanspecifyadifferent routeoutsideofficehours.Theroutingconfiguredherewilltakeeffectwhennoinbound routingrulesarematched.

9. Onthenextpage,youcanoptionallyconfigureanoutboundcallrule,whichwillbeusedto route outbound calls through the new provider. This is normally done by routing calls startingwithaspecificprefix.Enterthediallingprefixinthe“Callstonumbersstartingwith (prefix)”textbox.Tomakecallsviathisprovider,precedethenumbertobedialledwith thisprefix.

DID’sandInboundCallIdentification

IfyourVoIPproviderhasprovidedyouwithDIDnumbers,youwillneedtospecifytheseinthe

DIDtab.Todothis:

DIDtab.Todothis: 1.

1. Inthe3CXManagementConsole,selecttheVoIPprovideryouwanttoconfigure.

2. Clickonthe “DID”tab.

3. Add the DID numbers associated with your account. An Inbound Rule, which can be configuredatalaterstage,willbecreatedforeachnumberspecifiedinthislist.

Youcanalsoseethelistofinboundrulesbyexpandingthe “InboundRules”node.

ConfiguringVoIPGateways

Introduction

ExternalcallscanbemadeonPSTN/phonelinesorviaVoIPproviders.AtraditionalPBXrequires you to connect thePSTNlinestothePBXhardwarebox;howeverinthecaseof3CXPhone Systemyouhavemoreoptions:

● ConnectPSTNlines(physicalphonelines)toaVoIPGatewaysituatedonyourinternal network.

● ConnectPSTNlinestoaVoIPaddincard,installedinthe3CXPhoneSystemmachineor

onanothermachine.

● Use a “hosted” phone line fromaVoIPServiceProvider.InthiscasetheVoIPservice providergivesyoutheabilitytomakecallsviayourinternetconnection.Thisisexplained inthenextchapter.

Tomake&receiveexternalphonecallsviayourregularphonelines,youwillhavetobuyand

configureaVoIPgatewayorVoIPaddincard.Thischapterexplainswhattheyareandhowto

configurethem.

WhatisaVoIPGatewayorVoIPAdd­onCard?

AVoIPgatewayisadevicewhichconvertstelephonytrafficintodata,sothatitcanbetransmitted overacomputernetwork.InthismannerPSTN/telephonelinesare“converted”toSIPextensions, allowingyoutoreceiveandplacecallsviatheregulartelephonynetwork.VoIPGatewaysexistfor

analoglinesaswellasBRI,PRI/E1linesandT1lines.VoIPcardsdothesamething,butareadd

incardsthatareinstalledintoanexistingcomputer.

WhatisaPort?

AportisaphysicallineoutletonagatewayorVoIPcard.Inthecaseofananalogline,oneportis usedforeachvoicechannel.InthecaseofBRIISDN,oneportallowsfortwovoicechannels,and

inthecaseofE1orT1ports,eachportrepresents30and23channelsrespectively.Justasitis

necessary to configure a phone to register with the phone system, it is also necessary to

configuretheVoIPgatewayorcardtoregisteritsportswith3CXPhoneSystem.Eachportgetsa

SIPuserID,Passwordandvirtualextensionnumber.TotheIPPBX,thePSTNlineappearsjust

likeanyotherSIPextensionwhichcanbeusedforexternalcalls.

SupportedVoIPGateways

ItisimportanttouseaVoIPgatewaysupportedby3CX.Supportedgatewayshavebeentested

by3CXandareautomaticallyconfiguredwiththerightsettings.Ifusingthedefaultconfiguration,

3CXwillalsoprovidefirstlinesupportonitsusewith3CXphoneSystem.Forthelatestlistof

supportedgatewayhardware,pleasevisit​​http://www.3cx.com/support/

ConfiguringVoIPGateways

InordertomakeuseofaVoIPGateway,youhavetofollowthesesteps:

1. In3CXPhoneSystem,configurethesettingsthatwillbeusedbytheGatewaytoconnect

tothePBX.

2. ConfiguretheVoIPGatewayusingthesettingsmadeavailablebythePBX

Let’sseehowthisisdoneinmoredetail.

Step1:ConfiguretheVoIPGatewayin3CXPhoneSystem

ThefirststepistocreatetheVoIPgatewayinthe3CXmanagementconsole.

ChoosingGatewayTemplate 1.

ChoosingGatewayTemplate

1. Inthe3CXPhoneManagementconsolemenuclickon “Add”>“PSTNGateway”.

2. Inthenamefield,enterafriendlynamefortheVoIPgateway.Nowchoosethegateway brandandmodelthatyouareusingfromthelist.Click “Next”.

3. Dependingonthegatewayyouselected,youmightbeaskedadditionaloptions,suchas whatcountrythedevicewillbeconnectedin.Someoptionsarelinespecificandthusyou mayneedtocheckwithyourlineprovider.

mayneedtocheckwithyourlineprovider. SpecifyingVoIPGatewayDetails 4.

SpecifyingVoIPGatewayDetails

4. EnterthehostnameorIPoftheVoIPGatewayinthe “GatewayHostnameorIP”field,

andspecifytheSIPPortonwhichthegatewayisoperating.Bydefaultthisis5060.

5. IfyouselectedaGenericdevice,youneedtospecifythenumberandtypeofportsthe

gatewaysupports,i.e.analog,BRI,PRIorT1.Thiswillsetuponeaccountforeachport

and enable the corresponding number of calls/lines for that account. An analog line supports 1 call; a BRI port supports 2 calls, an E1 (PRI) 30, and a T1 (PRI) 23. For

example,ifyouspecify1xT1port,itwillcreateoneSIPaccountwhichcanhandleupto

23calls.Ifyouwishtohaveeachlineindividuallyaddressed,simplyselect23*Analog

lines.Click “Next”.

AddingPSTNLines 6. Theindividualportswillbe“created”anddisplayedinacolumnarformat. a. Virtualextension ​ number

AddingPSTNLines

6. Theindividualportswillbe“created”anddisplayedinacolumnarformat.

a. Virtualextension number–IneffecttheVoIPGateway“converts”eachline/port toanextension,sothatthephonesystemcanreceiveandforwardcallstoit.The

virtualextensionnumberisanumberassignedtoitby3CXPhoneSystemsothat

itcanaddressitasanextension.Thereisnoneedtochangethisfield.

b. AuthenticationID&Password –Thesevaluesareusedtoauthenticatetheports

with3CXphonesystem.

c. Channels – The Channels field shows how many simultaneous calls the port

supports.Ananaloglinesupports1call;aBRIportsupports2calls,anE1(PRI)

30, and a T1 (PRI) 23. If you prefer to address each line individually, youcan createadditionalSIPaccountsandchangethenumberofchannelssupportedby each account to 1. Note that yourVoIPGatewaymustsupportthis–especially

higherdensityVoIPGatewaysareeasiertoconfigureifyouuseoneaccountforall linesconnectedtoaport.

d. PortIdentification –Thisfieldshowstheidentificationnumbergiventotheport.

e. InboundRouteDay/Night –Iftheportwillreceiveinboundcalls,youcanspecify

towhichextension,ringgroupordigitalreceptionistacallmustberouted.

7. Onthenextpage,youcancreateanoutboundrulefortheVoIPGatewaythatisbeing configured.Forexample,youcanhavecallswherethecallednumberstartswithaprefix routedtothisGateway.Click “Finish”tocreatetheVoIPGateway.

Step2:ConfiguretheVoIPGatewayDevice

AfteryouhaveconfiguredthePSTNports,asummarypageisshown.Theconfigurationofthe

VoIPgatewaywillvarydependingonthebrandofthedevice.

BeroNetGateways

IfyouhaveaBeroNetgateway,youwillneedto:

1. Usethe“bfdetect”tooltofindthegatewayonthenetwork.

2. ConfiguretheGatewayin3CXasdescribedinthepreviousstep.

3. Clickonthe"configureBeroNetcard"buttonatthebottomofthesummarypage

4. Loginwithadmin/adminandfollowthescreeninstructionstocompletethesetup.

PattonSmartNodeGateways

IfyouareusingaPattonSmartNodegateway,youwillneedto:

1. UsethePattonSmartNodeDiscoveryTooltofindthegatewayonthenetwork.

2. ConfiguretheGatewayin3CXasdescribedinthepreviousstep.

Gateway”node>“GenerateConfigFile”button).

4. UploadtheconfigurationfiletothePattongatewaytoautomaticallyprovisionit.

5. Moreinformationcanbefoundat:

WelltechGateways

SeethislinkforinformationhowtoconfiguretheWelltechgateway:

TrunkManagement

Introduction

Outboundandinboundrulesdictatehowthe3CXPhoneSystemroutescallsbasedondifferent

criteria.Youcan,forexample,configurerulestocontrolthroughwhichVoIPgatewayorprovider acallwithbeplaced,basedonleastcostrouting.SothatlocalcallsgothroughyourISDNlines and international calls through your VoIP provider. You can also create DID (Direct Inward Dialing)numberswhichwillallowyoutodirectcallsdirectlytotheextensionofauser,bypassing thereceptionistorIVR.

CreatingOutboundCallRules

An outbound rule denotes through which VoIP gateway/provider an outbound call should be placed. Basedonwhoismakingthecall,thenumberthatisbeingdialledorthelengthofthe number.

WhenconfiguringaVoIPGatewayoraVoIPProvider,youwillbeaskedtocreateanoutbound

rulethatwillbeusedtoroutecallstotheGatewayorProvider.Youcanalsoedittheserulesor

createnewonesfromtheoutboundrulesnode.

createnewonesfromtheoutboundrulesnode. CreatingaNewOutboundRule Tocreateanoutboundrule: 1. From 3CX

CreatingaNewOutboundRule

Tocreateanoutboundrule:

1. From 3CX Management Console menu, click “Add”>“OutboundRule”,andentera

nameforthenewrule.

2. Specifythecriteriathatshouldbematchedforthisoutboundruletobetriggered.Inthe

“Applythisruletothesecalls”section,specifyanyofthefollowingoptions:

a. CallstoNumbersstartingwithprefix–Applythisruletoallcallsstartingwiththe

numberyouspecify.Forexample,enter9tospecifythatallcallsstartingwitha9

are outbound calls and should trigger thisrule.Callersshoulddial“9123456”to

reachnumber“123456”.

b. Calls from extension(s) – Select this option to define particular extensions or extension ranges for which this rule applies. Specify one or more extensions

separatedbycommas,orspecifyarangeusinga­,forexample100­120.

c. CallstoNumberswithalengthof–Selectthisoptiontoapplytheruletonumbers

withaparticulardigitlength,forexample8digits.Thiswayyoucancapturecallsto

localareanumbersornationalnumberswithoutrequiringaprefix.

d. Callsfromextensiongroup–Ratherthanspecifyingindividualextensions,youcan

selectanextensiongroup.

3. Now specify how outbound callsmatchingthecriteriashouldbehandled.Inthe“Make

outboundcallson”section,selectuptothreeroutesforthecall.Eachdefinedgatewayor

providerwillbelistedasapossibleroute.Ifthefirstrouteisnotavailableorbusy,3CX

PhoneSystemwillautomaticallytrythesecondroute.

4. Youcantransformthenumberthatmatchestheoutboundrulebeforethecallisroutedto

theselectedgatewayorproviderusingthe“Stripdigits”and“Prepend”fields:

a. Stripdigits–Allowsyoutoremoveoneormoredigitsfromthecallednumber.Use thistoremovetheprefixbeforeitisdialledonthegatewayorproviderifitisnot required.Intheexampleabove,youwouldspecifytoremoveonedigit,inorderto

removetheprefix“9”beforeitisdialled.

b. Prepend–Allowsyoutoaddoneormoredigitsatthebeginningofthenumberif

thisisrequiredbytheproviderorgateway.

5. You can configure these optionsperoutboundrule,sincearulethatappliestoaVoIP gatewayconnectedtothelocalPSTNwouldnormallyrequiredifferentcriteriathanarule thatappliestoaVoIPprovider.

Acompleteexampleshowinghowtocreateanoutboundrulein3CXPhoneSystemcanbefound

CreatingDIDNumbers/InboundRules

Many companies provide users and/ordepartmentswith“DirectorDIDnumbers”,whichallow theircontactstocallthemdirectly,bypassingthereceptionist.DIDnumbersarereferredtoasDDI numbersintheUnitedKingdomandasMSNnumbersinGermany.Evenifyoumakeuseofa digitalreceptionist,adirectline/numberisoftenpreferablebecauseit’smoreconvenientforthe caller.

caller. ConfiguringDIDNumbers Direct numbers can

ConfiguringDIDNumbers

Direct numbers can beeasilyimplementedusingDIDnumbers.DIDnumbersareprovidedby yourVoIPproviderorPhoneCompanyandarevirtualnumbersassignedtoyourphysicallines.

Usuallyyouareassignedarangeofnumbers,whichislinkedtoanexistingBRI/T1/E1.Therewill

be an extra charge per number or per range, but this will beafractionofthecostofadding physicallines.EnquirewithyourPhoneCompanyorVoIPproviderformoreinformationonDID numbers.

AddingDID’s

numbers. AddingDID’s SelectingwheretoRouteCallstothisDID ToaddaDID: 1.

SelectingwheretoRouteCallstothisDID

ToaddaDID:

1. From3CXManagementConsolemenu,click “Add”>“DID/Inboundroute”.

2. EnteranamefortheDID(forexampleSales).Note:TheDIDnamecanbeprependedor appendedtotheCallerIDsoastoidentifyonwhichnumberacallerhascalled.Youcan enablethisfromthe “Settings”>“General”>“Globaloptions”pageunder “Inbound nametoCallerID”.

3. NowentertheDIDnumberasitwillappearintheSIP“to”header.3CXPhoneSystemwill

matchthenumberinsertedinthisfieldwiththe“to”header,startingfromthelastpartof the received string, thus avoiding any differences in the format of the number. For

example,ifyouarebasedintheUKandyourDIDnumberis0845­2304024,thenyoucan

enter the number 2304024. This will match any DID number inserted in the “to” field

endingwiththesenumbers,including+448452304024,08452304024,00448452304024,

and,ofcourse,2304024.

4. SelectforwhichGatewayorProviderportsyouwishtoaddthisDID.IftheDIDnumberis associated with multiple ports, then you mustselecteachport.Aninboundrulewillbe createdforeachportthatyouselect.

a. EndCall

b. Connectiontoextension

c. ConnecttoQueue/RingGroup

d. ConnecttoDigitalreceptionist

e. Voicemailboxforextension

f. Forwardtooutsidenumber

g. Sendfaxtoemailofextension

6. You can specifythatanincomingcallisrouteddifferentlyifitisreceivedoutsideoffice hours.De­selectthe “Sameasduringofficehours”optiontospecifyadifferentroute.

7. Click “OK”tocreatetheDID/Inboundrule.

ConfiguringDifferentOfficeHoursperDID

Businesses working globally across different timezones, will want to configure different office

hoursandholidaysperDID.Forexampleacompany’s24hourworldwidesupport.Todothis:

1. From3CXManagementConsolemenu,click “Add”>“DID/Inboundroute”.

2. GivetheRuleadescriptivename.ThiswillbeusedtoidentifywhichDIDhasbeenused whentroubleshootingandcanbeseeninthelogs.Itwillalsobeusedforidentifyingwhich DIDisbeingcalledintheCallerIDofthedestinationphones,iftheoptionisselectedin the GlobalOptionstoprependthenameoftheDID.

3. TypetheDIDnumber/mask.Thiscanbeawholenumber,orawildcard,bothformatswill beconsideredforprocessing.Forexample 1235551234or *234.

​ 1235551234 ​ or ​ *234 ​ . 4.

4. Choosetheprovider/gatewayport.Thisisusedtoidentifyoverwhichlinethecallwillbe coming in from. A VoIP Provider will only have one available port. A VoIP (PSTN) Gateway, willhaveoneportforeachphysicalline,dependingonthemakeandmodel. Pattongatewaysforexamplewillhaveoneportforeachline.Beronetgatewayswillonly haveoneportpergateway.

haveoneportpergateway. 5. In order to enable custom DID opening hours, uncheck the

5. In order to enable custom DID opening hours, uncheck the “Applythesamerouting logicOutsideofofficehours”box.

“Applythesamerouting logicOutsideofofficehours” ​ box. 6. Choosewhereyouwanttorouteoutofofficehourscallsinthe ​

6. Choosewhereyouwanttorouteoutofofficehourscallsinthe “OutsideOfficeHours” section.

​ box. 6. Choosewhereyouwanttorouteoutofofficehourscallsinthe ​ “OutsideOfficeHours” section.

7.

Check “Set upSpecificOfficeHours”.Thisoptionwillonlybeenabledifyoudisable “ApplythesameroutinglogicOutsideofofficehours”.Click “SetupSpecificOffice Hours”toopenupthedialogbox.

“SetupSpecificOffice Hours” ​ toopenupthedialogbox. 8. Setyourofficehoursandclick ​ “OK” ​ . 9. Check

8. Setyourofficehoursandclick “OK”.

9. Check “PlayHolidayPromptonPublicHoliday”toplaytheholidaypromptwhenever

thereisaholiday. 10.Click “OK”toaccepttheconfigurationofboththeroutingofthecallaswellastheopening hoursoftheDID. 11.Gotothe “Settings”node>“General”.

11.Gotothe ​ “Settings”node>“General” ​ . 12.Inthe ​ “OfficeHours” sectionClickon ​

12.Inthe “OfficeHours”sectionClickon “ConfigureHolidays”.Thiswillopenupaspecial dialogbox,whereyoucandefineholidaysandrecordorselectprerecorded.wavfilesto playfortheholidays

13.GivetheHolidayaName,forexample ​ “NewYear” ​ . 14.Choose the date for the holiday, for example

13.GivetheHolidayaName,forexample “NewYear”. 14.Choose the date for the holiday, for example 1January.SinceNewYearsDayrecurs everyyear,youcanchoose “each”insteadofayear.Holidayswithasteadydateeach yearcanbedefinedlikethis,anddateswhichdonothaveasteadydateeachyearcanbe definedasandwhenaholidaydoesnthaveasteadydate,forexampleabankholiday, youcandefinethecurrentyearorthenextyear. 15.ChooseaprompttoplayfortheHoliday.Click “Add”. 16.Chooseapromptfromthelistoffilesalreadyintherepository,andclick “OK”. 17.Click “Add”toaddtheholidayandprompttothePBX. 18.Click “OK”toexittheholidayconfiguration 19.Click “OK”intheGeneralSettingstosavetheconfiguration.

TroubleshootingDIDNumbers

IfyouhavecreatedtheDIDs,butcallsarenotbeingforwardedasexpected,dothefollowing:

1. GototheServerActivitylognodeinthe3CXmanagementConsole.TheServerStatus

screenlistscurrentserveractivityandlogscallsthatarebeingreceivedandforwhich

numbertheywerereceived.

2. CalltheDIDnumberthatyouconfigured,andmonitortheServerStatuslog.Youwillseea

linesimilarto:

Incomingcallfrom1000to<sip:789456123@3CXPhoneSystem>

where“1000”istheinternalnumberofthelineconfiguredtoreceivecallsfromtheVoIP

GatewayorVoIPProviderand <sip:789456123@3CXPhoneSystem> isthecontentofthe “To”headeroftheINVITE,i.e.theintendedrecipient.

3. Nowanalysethe“To”headercarefullyandensurethattheDIDnumberyouhavedialledis presentinthe“To”header: <sip:789456123@3CXPhoneSystem>.

4. Ifyouseeatext‘Reviewinvite&adjustsourceidentification,youneedtoconfigureSource identification.Seethechapter“AddingaVoIPProvider/SIPTrunk”

Exporting&ImportingDIDs

ExportingDIDs

IfyouneedtoexportyourextensionstoaCSVfileformattoeithersavethemasbackuporto

makechangestofollowthenextsteps:

1. Logintothe3CXManagementConsole.

2. Clickonthe “InboundRules”nodeandselecttheDID’sthatyouwanttoexport.

4.

Select a locationandafilenameforyourexportedDIDrulefileandclick“Save”.Your ruleswillbeexportedandsavedintheCSVfile.

ImportingDID’s

IfyouwanttocreatemultipledidrulesyoucandosobycreatingthenecessaryfieldsonaCSV file using the correct format (http://www.3cx.com/blog/docs/importing­dids/) and then importing

thembackinto3CXbyusingtheimportfunction.

ToimportyourDID’sinto3CXfromaCSVfilefollowthesesteps.

1. Logintothe3CXManagementConsole.

2. Clickonthe “InboundRules”nodeandclickonthe “Import”button.

3. BrowsetothefilethatcontainstheDIDrulesthatyouwanttoimport,selectitandclick “Open”.

4. Theruleswillbeimportedinthe3CXPhoneSystem.

ConfiguringDigitalReceptionist/AutoAttendant

Introduction

Thedigitalreceptionistfeatureallowsyoutoanswerphonecallsautomaticallyusing3CXPhone

Systemandpresentthecallerwithalistofoptions.Thecallercanthenchoosetheappropriate optionusingthenumbersonhisphonekeypad.Usingthisfeatureyoucanimplementamenu,for example: “For sales press 1, for support press 2, or wait on the linetobetransferredtothe operator”.Adigitalreceptionistisalsoknownasanautoattendant.

You can configure differentmenuoptionsandtextforthemenusbasedonwhichlinethecall comesin,aswellasbasedonwhetherthecallisreceivedwithinoroutsideofficehours.Thisway youcouldhaveadifferentansweroutsideofficehoursandde­activatemenuoptionsaccordingly.

RecordingaMenuPrompt

Beforeyoucreateyourdigitalreceptionist,youmustfirstwritedownthemenuoptionsyouwishto offer the caller and then record the announcement. A simple examplewouldbe“Welcometo

CompanyXYZ,forsalespress1,forsupportpress2orstayonthelineforanoperator”

Note:Itisgenerallyrecommendedtoputthenumbertheusershouldpressaftertheoption,i.e. “for sales, press 1”, rather than “press 1 for sales”. This isbecausetheuserwillwaitforthe desiredoptionandonlythen“register”whatnumbertopress.

CreatingaDigitalReceptionist

desiredoptionandonlythen“register”whatnumbertopress. CreatingaDigitalReceptionist ConfiguringaDigitalReceptionist

ConfiguringaDigitalReceptionist

Youcancreatemultipledigitalreceptionistsandlinkthemtoaparticularline.Tocreateadigital

receptionist:

1. In the 3CX Phone System Management Console menu, select “Add” > “Digital

Receptionist”.

2. Specifyanameandvirtualextensionnumberforthedigitalreceptionist.

3. Nowclickonthe “Record”buttonandenteryourextensionnumber.Youwillbecalledso

the

that

you

can

record

the prompt.

The

file

will

be

copied

into

C:\ProgramData\3CX\Data\Ivr\Prompts

directorydependingonyourOS.Alternativelyclickonthebrowsebuttonandspecifyafile thatyoupreviouslyrecorded.YoumustsavethefileinWAVformatin PCM,8kHz,16bit, Mono format.(InWindowsSoundRecorderyoumustusethe“SaveAs”optiontosave thisformat) DonotuseMP3format.

4. Specifythemenuoptions.Selecttheappropriatekey,andthenselectfromtheavailable actions.Thenspecifytheextensionnumberorvirtualextensionnumber(virtualextension numberinthecaseofRingGroup,CallQueueortoanotherDigitalreceptionist)

5. The last option,Timeout,allowsyoutospecifyhowlongthesystemshouldwaitforan input. If it receives no input, it will automatically perform this action. This is handy for callers who did not understandthemenuorwhodonothaveaDTMFcapablephone. Whenready,click “OK”tosavethedigitalreceptionist.

%allusersprofile%\3CX\Data\Ivr\Prompts

or

AllowingCallerstoDialaKnownExtensionDirectly

Whilstadigitalreceptionistpromptisplaying,acallercanentertheextensionnumberdirectlyto beconnectedtoanextensionimmediately.Thisallowscallerswhoknowtheirparty’sextensionto avoidbotheringthereceptionist.Thisoptionisenabledbydefault.Ifyouwishtomakeuseofthis featuresimplyinstructyourcallersbyexplainingthisinthevoiceprompt.Forexample:“Welcome to Company XYZ, for sales press 1, for support press 2. If you know your party's extension number,youmayenteritnow”

CallbyName

UsingaDigitalReceptionist,youcanalsodirectcallerstothecallbynamefunction.Thisallows

themtofindthepersontheywishtospeaktobyenteringthefirstlettersoftheperson’slastname

onthephonedialpad.Thecallbynamefunctionrequires:

1. Aself­identificationmessagefortheuser.Userswithoutaself­identificationmessageare notaccessibleviathecall­by­namefeature.

2. UsercannothavealastnamewithUnicodecharacters.

3. The Call­by­name menu feature mustbemadeavailablefromaDigitalReceptionistas oneofthemenuoptions.

Self­IdentificationMessage

Torecordyourself­identificationmessage:

1. Gotoyourvoice­mailmenu(Default999).

2. EnteryourVoiceMailPINnumber.

3. Gototheoptionsmenu(‘9’key).

4. Press‘5’keytorecordtheselfIDmessage.

HowitWorks

TheCall­by­namefeatureusesthelastnameoftheuserandcomparesitwiththeinput(thathas

beenenteredonthephonekeypad).Thefollowingrulesareused:

● Thelastnameisconvertedtouppercase.

● Allsymbolsexcept[2­9]and[A­Z]areignored.

● Thefollowingtranslationsforsymbolsareused:

● 'ABC2'=>'2'

● 'DEF3’=>'3'

● 'GHI4'=>'4'

● 'JKL5'=>'5'

● 'MNO6'=>'6'

● 'PQRS7'=>'7'

● 'TUV8'=>'8'

● 'WXYZ9'=>'9'

Thecallerhastotypeaminimumofthreedigits(‘0’–‘9’)tocalltoauser.Digits‘0’and‘1’are

ignored,butcanbeusedtocalluserswithshortlastnames(forexample,toaccesssomeone

withthelastname‘Li’,youcantype‘540’).

After the user has entered three digits, IVR queries thephonesystemdatabaseformatching users.Iftherearenomatchingusers,itplays“extensionnotfound”.Ifthereisonlyonematching user,theIVRplays“PleaseholdwhileItransferyourcall”andredirectsthecalltotheuser.If

thereismorethanonematchinguser,theIVRwillwaitforadditionaldigitsfromtheuserfor2

seconds. IfIVRwaitsforadditionaldigits(morethanonematchinguser)anduserpressesanydigit,the IVR will add this digit to thecurrentinputandcheckcurrentlymatchingusers.Ifthereareno matchingusers,itwillplay“extensionnotfound”.

Iftheuserdoesnotinputanymoredigits(2secondselapsedor‘#’hasbeenpressed)andmore

thanoneuserismatched,thentheIVRwillplay:“TocalltoVanDammepress0.TocalltoVan

Halen press 1. To exit press pound”. In this example ‘Van Damme’ and‘VanHallen’arethe self­identificationpromptsofthematchingusers.

ExchangeServerIVRIntegration

ThisfeaturerequiresthePROedition!

ExchangeServer2010and2013includesavoicemailandanIVRfeaturethatcanbeinteresting

touseforcompaniesthatdeployMicrosoftExchangeServer.TheExchangeIVRfeatureallows

youtoleveragespeechrecognitioninyourcompanyIVR.TheVoiceMailfeatureallowsyouto

convertvoicemailstotextandforwardthemviaemail.

Pleaseseethisarticlehowtoconfigure3CXandExchangeforthisintegration:

ConfiguringRingGroups/Paging/Intercom

Introduction

The Ring Groups / Paging and IntercomfeaturesaddpowerfulcapabilitiestoyourPBX.Ring groupswillhelpyounotmissthatimportantcustomercall,whilstthePagingfeatureallowsyouto makeannouncementstogroupsofpeopleratherlikeaPAsystem.

Note:FeaturesonlyavailableintheStandardandProeditions.

RingGroups

Aringgroupallowsyoutodirectcallstoagroupofextensions.Forexample,youcoulddefinea

groupofthreesalespeople,andhavethegeneralsalesnumberringonallthreeextensionsat

thesametimeoraftereachother.Whenyoucreatearinggroup,youassignitavirtualextension

number.Thiswillbethenumberusedbythephonesystemto“address”theringgroup.

Toaddaringgroup: AddingaRingGroup 1.

Toaddaringgroup:

AddingaRingGroup

1. Inthe3CXPhoneManagementconsolemenu,select “Add”>“Ringgroup”.

2. Nowentertheringgroupoptions:

a. Virtual extension number – This number identifies the ring group from other extensions.Keeptheautomaticallygeneratedextensionnumber,orspecifyanew oneasneeded.Donotspecifyanexistingextensionnumber.

b. Name–Enterafriendlynamefortheringgroup

c. Ringstrategy–Selecttheappropriateringstrategyforthisringgroup:

Prioritised Hunt – This will start ringing on the first extension, then the secondetc. ii. Ringall–Allphoneswillringatthesametime iii. Paging–Thiswillpageallextensionspartofthegroup(seenextsection)

i.

d. Ringtime–Specifyhowlongthephonesshouldringfor.

3. Inthesection “Ringgroupmembers”specifytheextensionsthatshouldbepartofthis ringgroup.Simplyclickontheextensionstotheleftandclickonthe “Add>”buttonto addthemtotheringgroup.Movetheextensionsupordowntoconfigurethepriorityofan extension.

4. Inthesection “Destinationifnoanswer”,youcandefinewhatshouldhappenifthecall doesnotgetansweredbytheringgroup.

Paging

Pagingallowssomeonetoringagroupofextensionsandmakeanannouncementviathephone

speaker.Thecalledpartywillnotneedtopickupthehandsetastheaudiowillbeplayedviathe

phonesspeaker.Thepersonpagingwillnothearanyaudiobackfromthepeoplebeingpaged.

Bothpagingandintercomfeaturesrequireaphonethatsupportsintercomandthatisconfigured

toallowit.Toaddapaginggroup:

1. Click on the “Add” > “Ring Group” menu option to bring upthe “AddRingGroup” page.

2. Nowentertheringgroupoptions:

a. Virtualmachinenumber–Specifyanextensionnumberwhichwillbeusedforthis

paginggroup.

b. Name–Enterafriendlynamefortheringgroup.

c. Ringstrategy–SelectthePagingringstrategy.

d. Ringtime–Specifyhowlongthephonesshouldringfor.

3. If you have phones that support multi cast,andyouhaveaverylargeinstallationwith specializedrequirements,youcanenabletheMulticastoption.Formostinstallationsthis optionisnotrequired.

4. Inthe “Ringgroupmembers”sectionspecifytheextensionsthatshouldbepartofthis pagingringgroup.Simplyclickontheextensionsandclickon “Add>”tomakethema member.

Important:BeforeusingthePagingorIntercomfeaturemakesurethatyouhavespecifiedthe paging/intercom prefix number by going to the 3CX Management Console > “Settings” > “Advanced” > “Dial Codes” tab and adding the pagingprefixinthe “Paging”field(*11for example).Makesurethattheuserwhoistryingtopageagrouphastherighttodoso.Todothis go to the user’s Extension properties > “Rights” > Check the “Can Intercom” option in “Rightscurrentlyassigned”.

Note:The “Ringtime”and “Destinationifnoanswer”optionswillbeignored,sincetheyare notrelevantforpaging.

Intercom

The intercom feature allows a phone system user to make an announcement to a single extension.Inthisscenariotheaudioistwoway,andthecalledpartycanrespondimmediately withoutpickingupthehandset.Tocallauserviatheintercomfunction:

1.

Prefixtheextensionyouwishtocallwiththepaging/intercomprefix(thatyouspecifiedin “Settings”>“Advanced”>“Dialcodes”>“Paging”field),followedbytheextensionnumber. For example you specified the paging prefix to be *11 to make an intercom call to extension100youshoulddial: *11100.

2. Youcannowannounceyourmessage.

ConfiguringCallQueues

Introduction

CallQueuesallowcallstobequeuedwhilstagents(membersofacallqueue)answercalls.Calls

donotgounansweredbutarequeueduntilanagentisavailabletotakethecall.Forexample,

youcandefineagroupofthreesalespeople,andhavethegeneralsalesnumberroutetoasales

callqueue.Ifallthreesalespeoplearebusy,callerswillbekeptinthequeueuntilthenextsales

personisfree.Whenyoucreateacallqueue,youalsoassignitavirtualextensionnumber.This

willbethenumberusedbythephonesystemto“address”theCallQueue.

Note:ThefeaturesareonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

CreatingaCallQueue

CreatingaCallQueue ToaddaCallQueue: AddingaCallQueue 1. Clickonthe ​

ToaddaCallQueue:

AddingaCallQueue

1. Clickonthe “Add”>“CallQueue”menuoptiontobringupthe “AddCallQueue”page.

2. Nowenterthecallqueueoptions:

a. Virtual extension number – Optionally change the suggested virtual extension number. Note that this extension number will be automatically created. Do not specifyanexistingextensionnumber.

b. Name–EnterafriendlynamefortheQueue.

i. Huntrandomstart–3CXwillrandomlychooseanagenttodistributethecall to.Thiswillevenlydistributethecallstoeachoftheagents. ii. RingAll–ThephonesofALLtheagentswillring. iii. PrioritisedHunt–3CXwilldistributethecallaccordingtotheorderspecified intheQueuememberssection.Allcallswillgotothefirstagentfirst,and onlyifthisagentisbusy,itwillgotothenextagent.Thisstrategycanbe usedtosetupskillsbasedrouting,byorderingtheagentsaccordingtotheir skills.

3. Ringtimeout–Indicatethetimeoutinseconds,i.e.forhowlongthephoneshouldkeep ringingbeforeitconsidersthecallunansweredbythatagent.

4. Inthe “CallQueueagents”sectionspecifytheextensionsthatshouldbepartofthisCall queue.Simplyclickontheextensionsandclickon “Add”tomakethemamember.Move theextensionsupordowntoconfigurethepriorityofanextension.

5. Inadditiontobeingamember,anextension/usermustalsologintostartanswering

callsroutedtothiscallqueue.Userscanlogintoacallqueueusingtheloginbutton

inthe3CXPhoneorviaascheduleusingtheOfficeHoursSchedule.

6. Inthe “Destinationifnoanswer”section,youcandefinewhatshouldhappenifthecall doesnotgetansweredbyanagent.Ifnoagentisloggedintothequeue,thisoptiongets triggered immediately. In addition, this option gets triggeredifthecallerpressesthe‘*’ button on his phone. This gives callers an optiontoexitoutofthequeueandleavea message.

7. Inthe“Otheroptions”section,youcanspecifyacustomintroductionpromptandacustom

musiconholdfile.Introducedinv12.5,youcannowchoosewhethertoplaythefullintro

promptbeforethesystemstartstocallqueueagents.Youcanalsodecidewhetheryou

wishtoannounceacaller’spositioninthequeueandwhatthemaximumwaittimeshould

be.

AddinganExternalAgenttoaQueue

be. AddinganExternalAgenttoaQueue AddinganExternalAgent 3CX Phone System also allows you to

AddinganExternalAgent

3CX Phone System also allows you to add external numbers as agents of a Queue. This is particularlyusefulincaseyouwanttouseamobilenumber,aremoteextension,orevenaVoIP numberasanagentofaqueue.Toaddanexternalagenttoaqueue:

1. Openyour3CXManagementConsoleandclickonthe “CallQueues”node.

2. Selectthequeuethatyouwanttoaddanexternalagenttoandbelowthelistofqueue agentsclickthe “Add”buttonnextto “AddExternalAgentNumber”.

4.

Click “OK”whendoneandtheexternalagentwillbeaddedtoyourqueue.

AdvancedQueueFeatures(AvailableinPRO)

3CXPhoneSystemProEditionaddsadditionalCallCentrelikefeaturesto3CXPhoneSystem.

Nofurtherinstallationisrequired–youjustpurchasethemodule,reactivateyourexistingkeyand

theadditionalcallqueuefeatureswillbecomeavailable.

AdditionalQueueStrategies

WiththeProedition,youhavetheseadditionalQueuestrategies:

● LongestWaiting–Willforwardacalltotheagentwhohasbeenwaitingthelongestfora call.

● LeastTalkTime–Willforwardthecalltotheagentwiththeleasttotaltalktime.

● FewestAnswered–Willforwardthecalltotheagentthathasansweredtheleastnumber ofcalls.

● Huntbythreesprioritized–Willforwardthecalltothetop3agents(asconfiguredinthe

callqueueagentsectionsimultaneously).

● Huntbythreesrandomstart–Willsendcallto3randomagentssimultaneously.

● RoundRobin–Willtargetagentsinroundrobinmanner,i.e.firstcallwillbesenttoagent

1,thesecondcalltoagent2andsoon.

AdditionalQueueOptions

1,thesecondcalltoagent2andsoon. AdditionalQueueOptions AdvancedQueueOptions

AdvancedQueueOptions

InthePROedition,youhaveadditionaloptionsthatyoucanconfigure:

● YoucanenableaCallbackoption–Thisallowscallerstohangupandgetcalledback whenit’stheirturn.Thisoptionrequiresthatyouspecifyanoutboundruleonwhichthe

callbackistobetriggered.TheCallBackoptioncanberequestedbythecaller(Option2)

oritcanbeofferedifthetimeoutofthequeueisreached.

● Youcanspecifythewrapuptimeinseconds–Thisgivestheagenttimetoenternotes

intothecallrecordaftertakingacall.

● Youcanspecifythemaximumnumberofcallersinthequeue–Whenthisisreached,the callerwillberoutedaccordingtothesettingintheDestinationifnoanswersection.

● ResetCallStatisticsforthisQueue–Detailedstatisticsforthequeue,suchasaverage calltime,averagewaittimeandsoonarevisiblethroughtheQueueMonitoringfunctionin

3CXPhone.YoucanresettheAgentCallStatisticsfortheQueuebyclickingthe“Reset”

button.

● Callstatisticscanalsoberesetautomaticallyusingapreconfiguredschedule.

● PriorityQueue–Theadministratorcanconfigurethisqueueasapriorityqueue.Thisis useful when the same people are part of twoqueues,andcallsononeofthequeues shouldreceivepriorityovercallsintheotherqueue.E.g.Asupportteammighthaveone line(andonequeue)fornormalsupportcalls,andanotherline(andanotherqueue)for VIP customers. Both queues are serviced by the same people. The queue for VIP customerswillhavethePriorityQueuefeatureenabled.

● GiveCallerabilitytooptoutofrecording:ThisgivestheoptiontothecallertopressDTMF

3tostopbeingrecordedduringacall.

● QueueNotifications–VariousnotificationscanbeenabledsothattheQueueManageris notified when certain conditions are encountered, such as the SLA time has been breached,oracallintheQueuehasbeenlost.

ConfiguringFaxServer

Introduction

3CXPhoneSystemincludesafaxserverthatallowssendingandreceivingoffaxes.The3CXfax

serverisbasedontheT38standardandrequiresacompatiblesupportedT38VoIPgatewayor

provider. Note that it must be configured according to our configuration guides, so that fax

receptionisenabled.ItisalsopossibletouseaVoIPproviderthatsupportsT38,howeverthe

quality of the fax implementation between VoIP providers varies and can therefore not be guaranteed.

Note:ThisfeatureisonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

FaxReceivingConfiguration

Toreceivefaxes,youmustconfigurealineoraDIDtobededicatedtofax,sothatallcallsonthis number are forwarded to the 3CX Fax Server. The3CXFaxServerwillthenreceivethefax, convertittoPDFandemailthefaxtotheconfiguredemailaddress.

convertittoPDFandemailthefaxtotheconfiguredemailaddress. ConfiguringaPortorDIDtoReceiveaFax Todothis: 1.

ConfiguringaPortorDIDtoReceiveaFax

Todothis:

1. Fromthe3CXManagementconsole,selecttheInboundruleforportorDIDwhichwillbe

dedicatedtoreceivingfaxes.

2. Fromthe “Officehours”routingoptions,select “Sendfaxtoemailofextension”.

extensionnumber.Youcanconfiguretheemailaddressofthedefaultvirtualfaxextension

fromthe “FaxMachines”node>“888”–3CXFaxServer.

4. Alternativelyyoucanforwardincomingfaxestotheemailaddressconfiguredforauser’s

extension.ThisallowsyoutocreatemultipleDIDrulesandgivepersonalfaxnumbers.

ConfiguringFaxMachines/FaxServers

TheFaxmachinesnodeinthemanagementconsolelistsallknown “Faxextensions”including the extension used by the 3CX Fax Server. These “Fax extensions”aresimilartoanormal extensionandrequireanauthenticationIDandpasswordtologintotheSIPserver.

3CXPhoneSystemincludedapre­configuredfaxextension(ext:888).Thisextensionisusedby

the3CXFaxServerforincomingfaxcalls,whichareroutedtoanemailaddress.Inaddition,3CX

PhoneSystemcanbeconfiguredtoproxyfaxcalls(T38traffic)toafaxmachineconnectedtoan

ATAoranothersoftwarebasedT38faxserverbycreatingadditionalfaxextension.

FaxExtensionSettings

FaxExtensionSettings Tocreateanewfaxextension: FaxExtension 1. In the 3CX

Tocreateanewfaxextension:

FaxExtension

1. In the 3CX Management Console, go to the “Fax machines” node. Click “Add Fax

Extension”.

2. Inthe “FaxServerExtensionNumber”field,specifythefaxextensionnumber.Anycall forwardedtothisextensionwillbeassumedtobeafaxandreceiveafaxtone.

3. SpecifytheFaxServerAuthenticationIDandPassword–Thesecredentialswillbeused bytheATA/3rd partyfaxservertologintothe3CXPhoneSystem.

4. Ifthisextensionisusedbythe3CXFaxServer,youcanspecifythedefaultemailaddress

towhichallfaxesshouldbesent.

5. If this extensionisusedforanATAor3rd partyT38faxsoftware,theextensionwillbe usedonlytoregistertotheSIPserverandreceiveT38faxtraffic. Note:Youmustrestart thefaxserviceforchangestotakeeffect.

ConnectingFaxMachinesUsinganATA

Onceyouhaveconfiguredthefaxextensionyoumustconnectthefaxmachinetoasupported ATAdeviceandconfiguretheATAdevicetoconnecttothefaxextension.Seethislinkforastep

ConfiguringWeb&CallConferencing

Introduction

Callconferencingallowsyoutoeasilyconfigureuptoeightconferencecallsthatcanallowatotal

of64callers(licensepermitting).Inotherwordsthe64callerlimitisforallconferences,notper

conference.Notethataconferencewith64participantswillrequireapowerfulmachine.Although

many conference call services exist, it’s often easier and cheaper to host your own audio conferences.Conferencescanbeset­upadhoc,withouttheneedtoreserveaconferenceroom. Thishasbeendonetosimplifytheset­upofconferencecalls.

3CXWebMeeting

Inadditiontostandardvoiceconferencing,3CXPhoneSystemalsohasanadvancedweb/video

conferencingfeaturecalled3CXWebMeeting.Thisisaseparatelylicensedservicebasedonthe

numberofconcurrentparticipantsyouwishtohost.Moreinformationcanbefoundhere:

CallConferencing

ConfiguringConferencing

1. Inthe3CXManagementConsole,goto “Settings”>“Advanced”nodeandclickonthe “Conferencing”tab.

2. Nowspecifytheconferencingextensionnumber.Thisisthenumberthatusersmustcallto setupaconference.

3. SpecifywhetheryouwishtorequireaPINtocreateaconference.Ifyouenablethis,users that createaconferencemustenterthisconferencePINaftertheConferenceIDwhen creatingaconference.ThePINwillbeusedautomaticallyifausercreatestheconference

via3CXPhone.

CreatingaConferenceCall

Conferencecallscanbecreatedusingoneofthefollowingmethods:

1. From3CXPhone,theusercancreateanadhocconference.Formoreinformationhowto

dothisseetheonlineusermanual:

2. FromtheConferencesectionin3CXPhone,theusercanalsoscheduleconferencecalls

tooccurinthefuture.Userswillreceiveanemailwiththeconferencecalldetails.External usersneedtobenotifiedbytheuser.

3. Users can create conference calls using their IP Phone. They will need to dial the

ConferenceExtensionnumber(700)bydefault,andfollowtheprompts.

For information how to create a conference call, see this page of the online user manual:

WebConferencing

3CX Phone System has a powerful video conferencing feature called 3CX WebMeeting. By

default you can host video conferences for up to 10 participants. You can license additional participantsifyouwish.

Configuring3CXWebMeeting

Followthesestepstoconfigure3CXWebMeetingonyourphonesystem:

Step1­Enablethe3CXWebMeetingfeature

3CXWebMeetingrequires3CXPhoneSystemVersion12SP5orlater.Bydefaultyoucanhost

meetingswithupto10participants.Ifyouneedmore,youneedtoobtainalicensekey.More

informationandpricingcanbefoundhere: http://www.3cx.com/ordering/pricing/webmeeting/

​ http://www.3cx.com/ordering/pricing/webmeeting/ 1. Navigateto ​ “Settings”>“WebMeeting” ​ .

1. Navigateto “Settings”>“WebMeeting”.

2. Selectwhetheryouwilluse3CXWebMeetingforupto10participants(includedwithevery

3CX Phone System license)orwhetheryouwillbuya3CXWebMeetinglicensetoget moreparticipants.Inthiscaseyoumustenteryourlicensekey.

3. Enteryourcompanydetails.

4. Click “Activate”.

Step2­Createyour3CXWebMeetingAccount

A3CXWebMeetingportalonour3CXWebMeetingServersisrequiredsoyoucanstartcreating

meetings.

meetings. Tocreateanaccount: 1. Switchtothe ​

Tocreateanaccount:

1. Switchtothe “AccountManagement”tab(Afteractivatingthelicense).

2. SelecttheRegionthatappliestoyou.

invites,i.e.thelinkthatuserswillclickon.

4. Select the extension user that is the administrator. Choose this correctly because this cannotbechangedlater.

5. Enterapasswordfortheadmin.Choosethiscorrectlybecausethiscannotbechanged.

6. Click the “Create Account” button. An account will be created anddedicatedtoyour organization.

Step3­Adduserstoyour3CXWebMeetingaccount

NowyoucancreateuseraccountsonyourportalsotheyareabletocreateWebMeetings.

1. Clickonthe ​ “UsersandAccess” ​ tab. 2.

1. Clickonthe “UsersandAccess”tab.

2. Thecolumnontheleftshowsallavailableextensionsinside3CXPhoneSystem.Selecta

userandclickthe “Add>”buttontocreateuseraccountsinyourportal.Eachextension userthatismovedtotherightwillbeabletoorganizeWebMeetings.

3. Click “Save”.Accountswillbecreatedfortheselectedusers.

OrganizingWebMeetingsfrom3CXPhone

TheusersthathaveaWebMeetinguseraccountcreated,arenowabletoorganizeandschedule

WebMeetingsessions.Allthiscanbedonefromwithin3CXPhoneforWindows.Start3CXPhone

forWindowsandclickonthe “Conference”tabinthebottomoperationstoolbar.

Two new options will be visible at this point: “Create WebMeeting” and “Scheduled WebMeetings”.Formoreinformationonhowtohostandorganizemeetings,goto:

Delegating3CXManagementConsoleAccess

Introduction

3CXPhoneSystemallowsyoutodelegateaccesstothe3CXManagementConsole.Usingthis

featurethe3CXPhoneSystemAdministratorcansharemanagerialtaskswithdepartmentheads,

orallowacompany’sITAdministratortomanagehiscompany’sextensions.Thelevelofaccess can beadjusteddependingonwhateachuserneedstohaveaccessto.Thiswaymanagerial taskscanbedelegatedanddividedtoagroupofindividuals­ratherthanoneadministrator­and

3CXPhoneSystemcanbemanagedmoreefficiently.

ConfiguringExtensionAccessPermissions

Toconfigureanextension’sManagementConsoleaccess,navigatetothe “Extensions”node> Selecttheextensionandclick“Editextension”>Switchtothe“Options”tab.Youneedto

seta3CXWebAccesspassword,andprovideittotheuserofthatextension.Theusercanthen

loginintothe3CXManagementConsoleusinghis/herextensionnumberastheusername,and

thepasswordsetbytheadministrator.Herewegothroughanumberofsampleusecases,and

showyouhowtoconfigure3CXPhoneSystemforeachcase:

UseCase1:AllowPowerUserstoManagetheirExtensions

Power users can be allowedaccesstothemanagementconsoletoconfiguretheirextensions

parameters,suchasedittheirvoicemailPINnumberandconfiguretheiremailnotifications.Todo

this:

1. From the “Options” tab, check the “Allow 3CX Management Console Access” checkbox.

2. Clickthe “ConfigurePermissions”button.

2. Clickthe ​ “ConfigurePermissions” ​ button. 3. Fromthedialogwindowchoose ​ “ManageownExtension”

3. Fromthedialogwindowchoose “ManageownExtension”andclick “OK”.

4. Click “Apply”tosaveChanges.

Byallowingausertomanagehis/herownextension,theusercan:

● Edittheiremailaddressandmobilephonenumber.

● ConfigurevoicemailoptionssuchasdisablePINauthenticationtolistentomessages,or

editPINnumber.

● Configureemailnotificationssuchaswhethertoreceivevoicemailsasemailattachments

andreceiveemailnotificationonmissedcalls.

● Configurevoicemailgreetings.

UseCase2:AllowDepartmentHeadstoManagetheirDepartmentsExtensions

Departmentheadscanbeallowedtomanageusersintheirdepartment.Thisallowstheheadofa call center for example, to control which extensions are allowed to make external calls, or enable/disabletherecordingofcalls.Togiveaccesstoadepartmenthead:

1. From the “Options” tab, check the “Allow 3CX Management Console Access” checkbox.

2. Clickthe “ConfigurePermissions”button.

2. Clickthe ​ “ConfigurePermissions” ​ button. 3. Fromthedialogwindowchoose ​

3. Fromthedialogwindowchoose “Group/DepartmentManager”andclick “OK”.

4. Click “Apply”tosaveChanges.

ByallowingGroup/DepartmentManageraccess,theusercan:

● Createandeditandmanageextensionswithintheextensiongroup(s)thathe/shebelongs

to.

● Controlwhichextensionsareallowedtomakeexternalcalls.

● Enable/disabletherecordingofcalls.

● Login/outagentsfromQueues.

● Configureforwardingrulesforextensions.

UseCase3:AllowAccesstoanITAdministratortoManageCompanyExtensions

A company’s IT administrator can be given access to create and manage his company’s extensions. This is especially useful in a hosted server environment where the System Administratorisinchargeofupdatesandsystemsettings,andday­to­dayextensionmanagement isdelegatedtotheITadministrator.Todothis:

1. From the “Options” tab, check the “Allow 3CX Management Console Access” checkbox.

2. Clickthe “ConfigurePermissions”button.

2. Clickthe ​ “ConfigurePermissions” ​ button. 3. Fromthedialogwindowchoose ​

4.

Click “Apply”tosaveChanges.

ByallowingGlobalExtensionManageraccess,theusercan:

● Create and edit and manage extensions. Includes all thepointsfromtheprevioususe cases.

● Createandeditandmanageextensiongroups.

UseCase4:AccesstoVoIP/TrunksandSystemAdministrator

Inadditiontomanaginghiscompany’sextensions,theITadministratorcanbegivenaccessto add/edit VoIP/Trunks and be givenSystemAdministratoraccess.Accesstothesetwooptions canbegivenindependentlyofeachother.Userswithaccessto“VoIP/Trunk”canconfigureVoIP

Gateways,VoIPProvidersand3CXPhoneSystemBridges.Userswith“SystemAdministrator”

access can modify system extensions (Queues, Ring Groups, DigitalReceptionists),andalso haveaccesstoSettingsandUpdates.Toenableaccesstotheseoptions:

1. From the “Options” tab, check the “Allow 3CX Management Console Access” checkbox.

2. Clickthe “ConfigurePermissions”button.

2. Clickthe ​ “ConfigurePermissions” ​ button. 3. From the dialog window check ​ “VoIP / Trunk

3. From the dialog window check “VoIP / Trunk Administrator” and/or “System Administrator”,click “OK”.

4. Click “Apply”tosaveChanges.

ByallowingaccesstoVoIP/TrunksandSystemAdministration,theusercan:

● ConfigureVoIPGateways,VoIPProvidersand3CXPhoneSystemBridges(VoIP/Trunk).

● Modifysystemextensions:Queues,RingGroups,DigitalReceptionists(SysAdmin).

● Access to the System node, where Network, Security, General andAdvancedsettings reside(SysAdmin).

● Accessandperformsystemupdates(SysAdmin).

Connecting3CXPhoneSystems(Bridges)

Introduction

Youcanconnecttwoseparate3CXPhoneSystems,allowingyoutomakecallsbetweenbranch

officesusingyourinternetconnection–andthusatnocharge.

The “Bridge” will be assigned a prefix, whichusersmustdialtoaccesstheother3CXPhone SystemorSIPphonesystem.Thisprefixmustbefollowedbytheextensionnumbertheywishto

reachontheother3CXPhoneSystem.Forexample,ifyouassigntheprefix“5”toabridgewith

anotheroffice,andwithinthatofficeyouwanttodialsomeonewhohasextensionnumber105on

thatphonesystem,youwoulddial5105toreachthatpersondirectly.

Alternatively,youcanassigntheextensionsinoneofficetostartwithonenumber(e.g.1),and

theextensioninthesecondofficetostartwithadifferentnumber(e.g.2and3).Thatway,the

usersdonotneedtodialaprefix,sincethePBXwillroutethecallbasedonthefirstdigitofthe

callednumber.Inthiscase,theoutboundrule(withprefix1and2)shouldnotremoveanydigit.

Note:ThisfeatureisonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

CreatingaBridge

Each bridge must have a “Master” and a “Slave” Phone System. The Slave Phone system registers with the Master Phone System.Tocreateabridgeyoumustfirstsetupthe“Master” PhoneSystemandthenthe“Slave”PhoneSystem.

Step1:CreateaBridgeontheMasterPhoneSystem

Step1:CreateaBridgeontheMasterPhoneSystem CreatingaMasterBridge 1. In the management console of the

CreatingaMasterBridge

1. In the management console of the “Master” 3CXPhoneSystem,clickonthe “Add”> “Bridge”menuoptiontobringupthe “AddBridge”page.

2. The you to conduct a firewall test ( ​ http://www.3cx.com/blog/docs/firewall­checker/ ​ ).Click ​

2. The

you to conduct a firewall test

(http://www.3cx.com/blog/docs/firewall­checker/).Click “RunFirewallChecker”,andafter successfullycompletingthetest,returntothe“AddBridge”page.

3CX

Phone

System will

prompt

3. Enter a name for the bridge and assign a virtual extensionnumber.Abridgemustbe assignedavirtualextensionnumbersoitcanbeaddressedbythephonesystem.Accept thedefaultorchooseanotherextensionthatisfree.Thevirtualextensionnumberwillalso beusedastheAuthenticationID,sothevirtualextensionchosenshouldbeavailableand

theSAMEonBOTH3CXPhoneSystems.

4. NowselecttheTypeofbridge:

a. Master(Direct­UDP)­InDirect­UDPmode,alltrafficwillbesentviaUDPand willusemultipleports.

b. Master(Tunnel­TCP)­ThetunneloptionallowsallSIPandRTPtraffictobesent via a single TCP port. The 3CX Tunnel vastly simplifies firewall configuration, althoughitcannotprovidethesamequalityasadirectconnection.Also,thetunnel

optioncanonlybeusedwithanother3CXPhoneSystem.

5. Ifyouselected“Master(Direct­UDP)”,entertheauthenticationpassword,whichtogether with the Virtual extension number must be used by theslavetoregisterwiththis3CX PhoneSystem.TheVirtualextensionnumbermustbeUNIQUEonthisphonesystemand

thesesamecredentialsmustbeusedbythe“Slave”3CXPhoneSystem.

6. Ifyouselected“Master(Tunnel­TCP)”thenyoumustenter:

a. AuthenticationPassword–Thepasswordthatwillbeusedforauthentication.

b. Remoteendofthetunnel–EnterthepublicIPoftheSlave3CXPhoneSystem

machine.

c. Entertheremoteportofthe3CXTunnel(bydefault5090).

d. EntertheportoftheLOCALendofTunnel.Forthefirstbridgeconnectionitis5081

(5080isusedforexternalextensions).Theportwillbeincrementedby1foreach

bridgeyoucreatethatusesthetunnel. YouwillhavetoforwardTCPandUDP port 5090 on the firewall behind which the “Master” 3CX Phone System resides.

7. Specifyaprefixtobeusedforthisbridge.I.e.ifyouspecify5,thenausermustdial5100

toreachextension100ontheother3CXPhoneSystem.

8. Selectifyouwanttopublishandreceivepresenceinformationfromtheother3CXPhone

System. Publish Information is available in Standard and Pro. Receive information is availableonlyinProeditionlicense.

9. Select the users thatareabletoseethisremoteconnectionfromwithin3CXPhonefor Windows.

Step2:CreateaBridgeontheSlavePhoneSystem

Step2:CreateaBridgeontheSlavePhoneSystem ConfiguringaSlaveBridge SlaveBridgeUsingthe3CXTunnel 1. In the management console

ConfiguringaSlaveBridge