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3CX Phone System V12 User Manual

1. 2 i m Gy F iam x Screenshot 3 3CXPhone 3CXPhone provides the following functions ll Call Pop up Upon receiving a call 3CXPhone will allow you to reject the call transfer the call to another person or to voice mail with a single mouse click or by using drag and drop Easy Call Transfer Park When on a call you can transfer or park a call with a mouse click or via drag and drop no need to learn dial codes or call transfer procedures on a phone Presence The status of the other extensions is displayed allowing you to avoid unnecessary calls or call transfers to colleagues that are busy 3CXPhone will display different information based on whether you are a standard user a manager and the customisation of your Group Rights within your extension settings In the Manager role you can see calls from anyone in your department These rights are set by the 3CX Phone System administrator from the 3CX Management Console For additional information about Group Rights refer to the Extension Groups and Rights section of this manual Click to Call Launch calls with a couple of mouse clicks Double click on an extension to bring up the extension options to make a call leave a voicemail and chat The call will automatically be launched without requiring you to dial the number Calls can also be launched directly from your contact management software when using the CRM integration module 5 Hotkey Dialling
2. BREAK FREE MANUAL 3CX Phone System for Windows Version 12 oy 4 Software PBX for Windows Copyright 2006 2013 3CX Ltd http www 3cx com E mail info 3cx com Information in this document is subject to change without notice Companies names and data used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of 3CX Ltd 3CX Phone System for Windows is copyright of 3CX Ltd 3CX is a registered trademark and 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd in Europe the United States and other countries Version 12 01 Last updated 17th February 2014 Manual Index Section 1 Introduction amp Installation 1 Introduction Licensing amp Support 2 Installing 3CX Phone System Section 2 Extension Endpoint management 3 Configuring the clients 3CXPhone 4 Configuring amp Managing IP Phones amp Endpoints 5 Extension Management Section 3 Trunk Management 6 Adding PSTN lines via VoIP Gateways 7 Adding VoIP Provider SIP trunk 8 Trunk Management Section 4 PBX Services 9 Digital Receptionist IVR 10 Ring Groups Paging Intercom 11 Call Queues 12 Fax Server 13 Web Call Conferencing Section 5 Advanced Features 14 Connecting 3CX Bridges 15 The Phone Book Directory serv
3. Using this feature you can implement a menu for example For sales press 1 for support press 2 or wait on the line to be transferred to the operator A digital receptionist is also known as an auto attendant You can configure different menu options and text for the menus based on which line the call comes in aS well as based on whether the call is received within or outside office hours This way you could have a different answer outside office hours and de activate menu options accordingly Recording a Menu Prompt Before you create your digital receptionist you must first write down the menu options you wish to offer the caller and then record the announcement A simple example would be Welcome to Company XYZ for sales press 1 for support press 2 or stay on the line for an operator Note It is generally recommended to put the number the user should press after the option i e for sales press 1 rather than press 1 for sales This is because the user will wait for the desired option and only then register what number to press Once you have devised the text you can create the prompt To record the prompt 1 You can use the Record button to record the prompt via the phone You will be prompted for your extension number and the system will call you and prompt you to record the prompt 2 Alternatively you can use Windows Sound Recorder or a 3 party voice talent service to record the prompt You must save the
4. and thus at no charge The bridge will be assigned a prefix which users must dial to access the other 3CX Phone System or SIP phone system This prefix must be followed by the extension number they wish to reach on the other 3CX Phone System For example if you assign the prefix 2 to a bridge with another office and within that office you want to dial someone who has extension number 105 on that phone system you would dial 2105 to reach that person directly Alternatively you can assign the extensions in one office to start with one number e g 1 and the extension in the second office to start with a different number e g 2 and 3 That way the users do not need to dial a prefix since the PBX will route the call based on the first digit of the called number In this case the outbound rule with prefix 1 and 2 should not remove any digit Note The features are only available in the Standard and Pro editions of 3CX Phone System Creating a Bridge Each bridge must have a Master and a Slave Phone System The Slave Phone system registers with the Master Phone System To create a bridge you must first setup the Master Phone System and then the Slave Phone System Step 1 Create a Bridge on the Master Phone System Enter Virtual Extension Number and name of this bridge Virtual extension number 10001 2 Name of bridge London New York Bridge O Type of Bridge Configure whether this bridge should
5. Install all available Windows updates amp service packs before installing the 3CX Phone System Reboots after installing Windows updates may reveal additional updates Pay particular attention to install all updates for Microsoft Net before running the 3CX Phone System installation Antivirus Software should not scan the following directories to avoid complications and write access delays o C Program Files 3CX PhoneSystem o C ProgramData 3Cx In case the 3CX Phone System host machine has multiple network adapters o Disable unused network interfaces WiFi adapters o Not more than one active interface should have a gateway configured o Prioritize the network interface used for SIP to the first position from the Control Panel Network and Internet Network Connections Advanced Advanced Settings Adapter and Bindings Connections Ensure that all power saving options for your System and Network adapters are disabled Set the system to High Performance Do not install TeamViewer VPN Option on the host machine Do not use the host machine as a VPN dial in endpoint Inbound or Outbound Disable Bluetooth adapters if it is a client PC 3CX Phone System should not be installed on a host which features DNS or MS SharePoint services The 3CX Phone System requires a list of local ports to be always available not used by any other service The full list of ports can be found here http www 3cx com blog docs ports used Download and Install 3CX
6. Send fax to email of extension 3 Select the extension that should receive incoming faxes If you select Default FAX Destination incoming faxes will be sent to the email address configured for the virtual fax extension number You can configure the email address of the default virtual fax extension from the Fax Machine node gt 888 3CX Fax Server 4 Alternatively you can forward incoming faxes to the email address configured for a user s extension This allows you to create multiple DID rules and give personal fax numbers Configuring Fax Machines Fax Servers The fax machines node in the management console lists all Known Fax extensions including the extension used by the 3CX Fax Server These Fax extensions are similar to a normal extension and require an authentication ID and password to login to the SIP server 3CX Phone System included a pre configured fax extension ext 888 This extension is used by the 3CX Fax Server for incoming fax calls which are routed to an email address In addition 3CX Phone System can be configured to proxy fax calls T38 traffic to a fax machine connected to an ATA or another software based T38 fax server by creating additional fax 69 Fax Extension Settings Edit Fax Extension yy Fax Server Setings Fax Server Settings Configure Fax Server Settings Fax Server Extension Number B89 Fax Server Authentication ID 889 Fax Server Authentication Password Screenshot Fax
7. a End Call Connection to extension Connect to Queue Ring Group Connect to Digital receptionist Voicemail box for extension Forward to outside number Send fax to email of extension You can specify that an incoming call is routed differently if it is received outside office hours De select the Same as during office hours option to specify a different route Click OK to create the DID Inbound rule o roop Troubleshooting DID Numbers If you have created the DIDs but calls are not being forwarded as expected do the following Go to the Server Activity log node in the 3CX management Console The Server Status screen lists current server activity and logs calls that are being received and for which number they were received Call the DID number that you configured and monitor the Server Status log You will see a line similar to Incoming call from 1000 to lt sip 789456123 3CxXPhone System gt where 1000 is the internal number of the line configured to receive calls from the VoIP Gateway or VoIP Provider and lt sip 789456123 3CxXPhone System gt is the content of the To header of the INVITE i e the intended recipient Now analyse the To header carefully and ensure that the DID number you have dialled is present in the To header lt sip 789456123 3CxXPhone System gt If you see a text Review invite amp adjust source identification you need to configure Source identification See the chapter A
8. gt Privacy gt Contacts and Settings gt Notification Center and enable the function for 3CXPhone app For more information regarding the Push Messaging Service see hittp www 3cx com docs configuring apple push More information about the iOS client can be found here hitp Awww 3cx com 3CXPhone iPhone Manual Installation Mac OS 3CXPhone for Mac is available as a DMG file You can download the latest version here htip downloads 3cx com downloads 3CXPhoneforMac12 dmq Mount the dmg file to the host and drag the app into the application folder The app itself is signed with an Apple developer account and does not require modification of the security level setting of installing an untrusted application However the installation needs to be done by an administrative user Once installed and provisioned 3CXPhone gets updated automatically with the service packs starting with 3CX Phone System 12 SP3 of the 3CX Phone System For more information see the Updating 3CXPhone section of this document Deploying 3CXPhone configuration Important note If you are going to leverage PUSH technology for Android devices the Google Push service must be configured PRIOR to sending out the configuration emails For more information see chapter Configuring Google Push below An iOS device can be activated at a later stage for the Push service without needing a new configuration email since no new configuration data needs
9. 106 10001 10001 106 106 t ISDN line 107 10001 10001 107 107 Li ISDN line 108 10001 10001 108 108 ISDN line 109 10001 10001 109 109 A ISDN line 110 10001 10001 110 110 screenshot Configuring DID Numbers Adding DID s J Route calle to DID DDI namber directly to an estension DIDVOO Hame Enter a DID or string to look forin the SIP to field Use wikdcards J to maich any cegt for that entry For example enines 22444007 OR 2244403 wil both match calls with a dialed number of 435722444037 in the to Field DID DDI Name T rO uuaa Select from the drop down below the type of inbound rule you wani t cnesbe and erder a mask for this DID You can use the T as a wildcard efther before or after your mask Inbound Rule type DED D01 number 0 DID DDI ruumiber mask Fa00 Kopy tua nde to thee peas Select the Gateway you want thie DID DDI rule to be appbed to Tou can select on the whole gateway which wil aoply the cule to all the parta or you can select individual poets Awailable ports Office Hours Configure where calla to the DID DD should be routed during office hous End Call Connect ta Extension 100 Claire Marray a Connect ta Queue Ring Group E02 Sates 0 C Connect to Digtal Receptionist 203 Digtal Receptiorrat C Voicemal box for Extension 100 Cisie Maray He Forward to Outside Number g oS iai eni ensen OA E Set up Specific Office Hours
10. Add Scheduled task 3 Browse to the 3cx backup program The default path is lt C Program Files 3CX PhoneSystem Bin 3cxbackup exe gt 4 Specify schedule and account to use 5 After it is created you have to modify the schedule to include the command line parameters that you need a Hidden runs the process hidden so it will close automatically after completion b Backup will backup the database c Restore will restore the database d Filepath is the location of the database to restore from or backup to 6 Options a callhist will include the call history database b voiceprompts will include system prompts c voicemails will include voice mails d callrecordings will include call recordings e exit to exit the utility after backup is done f firmware backup the firmwares of the IP Phones also Example Complete hidden backup with exit 3CXBackup exe hidden backup c backup zip callrecordings voicemails voiceprompts callhist exit Configuring the Clients 3CXPhone Introduction 3CXPhone is a SIP client that allows users to easily manage their extension with a few mouse clicks rather than via a cryptic and limited phone interface 3CXPhone can work with an existing supported IP Phone or you can use the inbuilt softohone 3CXPhone is available for multiple platforms including Windows Android iOS and Mac 3CXPhone 117 fo ae oa Line 3 Line 4 2 Age oer Bin GMNO BTU Gwez 0 Call
11. Registered idle a05 IWR Registered dle a06 IVR Reoistered idle a07 IVP Not Registered a08 IVR Registered idle B09 Cee o Registered idle Gai FaxExtension Registered idle 999 SpecialMenu screenshot Monitoring System Extensions 3CX Phone System uses system extensions for services such as IVR Queue Fax Parking and so on Using the System extensions node in the 3CX Management Console you can quickly monitor if all these system extensions are working and registered correctly 3CX Services A good first check is to monitor all 3CX services are running You can view all 3CX services from the services node in the 3CX Management Console Any network monitoring package can monitor windows services remotely Server Events 84 Server Event Log Time Event Type Event ID 1 24 2011 8 05 11 AM Information 4101 1 24 2011 8 18 18 AM Information 4101 1 24 2011 8 18 34 AM Information 4101 1 24 2011 7 49 46 AM Information 4101 1 24 2011 7 51 30 AM Information 4101 1 24 2011 7 51 33 AM Information 4101 1 24 2011 8 18 56 AM Informaton 4101 1 24 2011 8 19 07 AM Information 4101 1 24 2011 8 19 12 AM Information 4101 1 24 2011 8 18 47 AM Information 4101 1 24 2011 8 18 49 AM Information 4101 1 24 20 11 8 18 55 AM Information 4101 Trunk 10006 has changed status to registered Screenshot Server Event Log The Server Event Log node lists events related to 3CX Phone System You can conf
12. dentiication purposes and the intemal bne number is used by SCA Phone System to address the line connected to the part on the VOIP Gateway Therefore the intemal Line Number range should be diferent from the stenson number range You can configure to which extension incoming cals should be routed based on whether they are insde or outede office hours inbound route Authentication ID Authentication Password Channels Port identification Inbound Route Day Inbound Route Night 10011 10011 1 pnnal 2 10011 100 10012 10012 E 23 10012 100 10013 1003 abiyi 23 10013 100 10074 10014 e3s3aa a oms 100 100 1 100 10 le le le zi z zl Back Hex gt Screenshot 22 Adding PSTN Lines The individual ports will be created and displayed in a columnar format a d e Virtual extension number In effect the VolP Gateway converts each line port to an extension so that the phone system can receive and forward calls to it The virtual extension number is a number assigned to it by 3CX Phone System so that it can address it as an extension There is no need to change this field Authentication ID amp Password These values are used to authenticate the ports with 3CX phone system Channels The Channels field show how many simultaneous calls the port supports An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 anda T1 PRI 23 If you prefer to address each lin
13. management group this will be enabled by default 2 From your web browser go to hitp ohone system IP 5000 reports Where Phone System IP is the IP or the host name of your phone system machine 3 Now enter your extension credentials Insert your extension number in the User Name field and use the Access Password for 3CX web Services in the Password field Click Login 83 Monitoring your Phone System Introduction 3CX Phone System is easy to monitor for any Windows administrator since it behaves just like any other Windows Server application You can monitor 3CX Phone System using your favourite network monitoring solution for example ActiveXperts or Microsoft Operations manager Things to Monitor Systems Extensions Status System Extensions Status aie lala a ee see ry ill Status Extension Type IN OUT 3 Peoistered idle Par kExtension te Registered idle Fi ParkExtension Registered dle eho IVP Registered fidle 201 IVR Registered tdle 207 WR Registered dle 20 TVR Registred idle Foo ConferencePlaceExtension Registered idle 70l ConferenceFlaceExtension Registered Cidle roz ConrerencePlaceExtension Registered idle 703 ConferencePlaceExbensian Registered idle 704 ConferencePlaceExtensian Registered fidle a00 RingGroup Registered idle acd VR Registered idle B02 Queue 6 Registered idle a03 RingGroup Registered idle a04 RingSroup
14. on the VoIP provider that you are using some fields will be disabled This means you do not need to change them Click Next to continue 6 Now enter the VoIP provider account details In the External number field enter the VoIP line number that has been assigned to you Then enter the Authentication ID user name and password of your VoIP provider account Specify the number of simultaneous calls your provider allows Click Next to continue If you are using a SIP trunk the password will be greyed out since authentication is done via IP 7 Now specify how calls from this VoIP provider should be routed You can specify a different route outside office hours The routing configured here will take effect when no inbound routing rules are matched 8 On the next page you can optionally configure an outbound call rule which will be used to route outbound calls through the new provider This is normally done by routing calls starting with a specific prefix Enter the dialling prefix in the Calls to numbers starting with prefix text box To make calls via this provider precede the number to be dialled with this prefix Note Frequently the internet facing firewall sitting between 3CX Phone System and the VoIP provider is not correctly configured or is not able to correctly route VoIP traffic To check the firewall configuration it is important to perform a firewall check using the inbuilt firewall checker You can start it by going to the Set
15. www 3cx com support Technical background Softphone or CTI mode 3CXPhone can run in two different modes which both include the above mentioned feature set 1 Softphone Mode All platforms Allows you to make and receive calls on your computer or mobile device without using a deskphone It uses a built in SIP engine to place the calls and uses the device input and output equipment In softohone 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 simple mouse clicks When in CTI mode 3CXPhone can handle only one simultaneous call and supports blind transfer CTI When 3CXPhone is in CTI mode HTTP commands are send directly to the IP phone that is registered to the extension to control the functionality of the phone without involving the 3CX Phone System to make the call When in CTI mode you will see the number you are attempting to dial on the IP phone s display and hear the standard ring back tones from your telecommunication provider CTI mode allows extensive functionality control such as starting ending transferring muting and holding calls or starting a conference which then can be managed by using the 3CXPhone client Full CTI mode at a glance Call control of snom and Yealink phones Initiate calls with a mouse click no retyping the phone number Easy call t
16. 3 25 new e new 192 168 9 12 0004137401FE 3CXPhone for Windows 8 andreasan 3CX Wind new new new new 192 168 9 41 SCB6544455A1 Yealink T46 28 71 0 176 new new new new 192 168 9 25 00156549082D Yealink SIP T46G 28 71 0 176 John Scott 100 100100 28100 192 168 9 29 5062 001565456DD3 Yealink SIP T42G 29 71 0 112 Jaymes Dickinson 101 101101 101 192 168 9 31 5062 0015654765BD Cisco SPA502G 7 5 5 Sam Withers 102 102102 102 192 168 9 44 5060 0018B9FFD979 Yealink SIP T38G 38 70 0 198 Jack Horacio 103 103103 103 192 168 9 10 5062 00156527CDCE Cisco SPA303 7 5 3 Jaymes Owen 104 104104 104 192 168 9 42 5060 5475D02AACFB Cisco SPA514G 7 5 5 Bianci Monisetti 106 106106 106 192 168 9 16 5060 70CA9B9F2823 Cisco SPA509G 7 5 5 Stefan Walther 108 108108 9949 192 168 9 40 5060 002584D8CFA3 Screenshot 11 Plug and Play Phone Provisioning Follow the steps outlined below to provision the phones using Plug and Play 1 Connect the IP Phone to the LAN Ensure that the phone is on the same LAN as 3CX Phone System 2 The phone will show up in the Phones node as a new phone 3 Right click on the phone s entry and assign it to an existing extension or create a new one for it 4 You will then be taken to the extension s provisioning tab where you can specify BLF buttons to be configured on the phone More information on how to configure an extension can be found in the Extensions chapter 26 D The phone will be sent a link to a configuration file whi
17. Extension To create a new fax extension 1 In the 3CX management console go to the Fax machines node Click Add Fax Extension 2 In the Fax Server Extension Number field specify the fax extension number Any call 9000 forwarded to this extension will be assumed to be a fax and receive a fax tone 3 Specify the Fax Server Authentication ID and Password These credentials will be used by the ATA 3 party fax server to login to the 3CX Phone System 4 lf this extension is used by the 3CX Fax Server you can specify the default email address to which all faxes should be sent and select the network interface to which the 3CX fax server should bind to 5 If this extension is used for an ATA or 3 party T38 fax software the extension will be used only to register to the SIP server and receive T38 fax traffic Note You must restart the fax service for changes to take effect Connecting Fax Machines Using an ATA Once you have configured the fax extension you must connect the fax machine to a supported ATA device and configure the ATA device to connect to the fax extension See this link for a step by step guide http www 3cx com docs configure fax machine with 3cx 70 Web amp Call Conferencing Introduction Call conferencing allows you to easily configure up to eight conference calls that can allow a total of 64 callers license permitting In other words the 64 caller limit is for all conferences no
18. Interface then use the values in the Password field on the Web Interface login screen Username is not changed in the Phone s Web Interface it remains to its default value even after provisioning admin You may leave the Web Page Password as is or specify your own 5 Confirm the IP address which the phone should connect to in case your phone system server has multiple network interfaces 6 The codecs and codec priority will be automatically configured depending on the phone model selected 7 If your phone has BLF lights you can automatically configure what information the BLF lights should display Match a BLF button with an extension so that this button will show the status of that extension The number of available BLF buttons varies per phone 8 You can also link a shared parking place to a BLF button This allows users to easily park or un park calls by clicking the assigned BLF button Speed dials and custom speed dials are also supported 9 Click OK to save The provisioning files will now be created in the provisioning directory Each time you make a change to the extension these files will be re created Step 2 Configure the Phone to Retrieve the Configuration File Now you need to instruct the phone to download its configuration from the provisioning directory on the 3CX Phone System server This must be done in one of two ways e Via the Phone s Web Interface Enter the provisioning URL viat he phone s web config
19. Netgear Routers e How to Disable SIP ALG on Thomson Routers Configuration for VoIP provider or SIP Trunk If you intend to use a VoIP Provider you will need to open the following ports to allow 3CX Phone System to communicate with the VoIP Provider e Port 5060 UDP for SIP communications send amp receive MUST BE STATICALLY MAPPED See sample firewall configuration at e Port 5061 TCP for TLS communications If using secure SiP Port 9000 9049 or higher UDP send amp receive for RTP communications which contain the actual call Each call requires 2 RTP ports one to control to call and one for the call data Therefore you must open twice as many ports as you wish to support simultaneous calls via the VoIP provider For example if you want to allow 4 people to make calls via the VoIP provider simultaneously you must open port 9000 to 9007 si eeeeeneeeaedh P OO f UDP 22 0 2044 a AUDIO RTP 9000 9049 UDP e FAX T 36 9000 9049 UDP eat _ _ VIDEO 9000 3043 UDP Firewall 3CX Phone System VolP Provider Note that the above port ranges are the default ports in 3CX Phone System You can adjust these ports from the Management Console in the Settings gt Network node From this node you can configure the ports to be used for internal calls and the ports to be used for external calls being made via a VoIP provider or calls to and from a remote extension 87 Configura
20. OS 4 Specify the menu options Select the appropriate key and then select from the available actions Then specify the extension number or virtual extension number virtual extension number in the case of Ring Group Call Queue or to another Digital receptionist 5 The last option Timeout allows you to specify how long the system should wait for an input If it receives no input it will automatically perform this action This is handy for callers who did not understand the menu or who do not have a DIMF capable phone When ready click OK to save the digital receptionist Allowing Callers to Dial a Known Extension Directly Whilst a digital receptionist prompt is playing a caller can enter the extension number directly to be connected to an extension immediately This allows callers who know their party s extension to avoid bothering the receptionist This option is enabled by default If you wish to make use of this feature simply instruct your callers by explaining this in the voice prompt For example 59 Welcome to Company XYZ for sales press 1 for Support press 2 If you know your parties extension number you may enter it now Call by Name Using a Digital Receptionist you can also direct callers to the call by name function This allows them to find the person they wish to speak to by entering the first letters of the person s last name on the phone dial pad The call by name function requires 1 Aself identification mes
21. Other Option Office Hours Scheduling Rights Options Record all cals BE Cal screening ON 0O Send emal notification on missed cal EI F Do not show extension in 30 6 company phonebook 2 Restnctions Disable Extension LI 7 Disable Extemal Cals E7 FIN Protect O T For Bema Disallow use of extension outside the LAN BE Bock Remote Tunnel Connections BE Apcess Allow 3X Management Lonsola Access i Lomhgune Fanion Allow 3 Web Reports Access f 7 Allow Admin Operations er Can download any recording _ Q Aiow 3X Wallboard Access _ Allow 3CX Hotel Module Access Oe Access Password for 3CX Web Services _ 7 oor JR Lancal Appty Screenshot 17 Options Tab Selection Options e Record all calls Records all calls for the user e Call Screening On Use ONLY for the Rebound feature Will prompt the user for a name and play the name to the called party so that the person may decide to take the call or not Send email notification on missed call Triggers an email for each missed call Do not show extension in 3CX company phonebook Removes extension from the phonebook Restrictions Disable Extension Disables extension Disable External Calls Disallows any external calls from the extension e Pin Protect You can configure an extension to allow outbound calls only after the user enters a PIN To unlock the extension the user dials 777 followed by the PIN and a The PBX will inform the us
22. Phone Proma lagga Erap arp 22105653 acx 2206701 aren Pra eT 22 VISES 2e Network lanes Sent Tror Secuutty dm Cna Prie Tr I 22 105720 Prat ih of HSS 16 Za 05564 a Screenshot The Company Phone Book 3CX Phone System supports a company and a personal phonebook The Company phone book is company wide and is managed from the management console The personal phonebook is only available to a particular extension and is managed from 3CXPhone Synchronise Phonebook to your IP Phones The company phonebook is also published to a directory in a format that Cisco Yealink snom Aastra and Polycom phones can download These phones can then show the same phonebook on their display Resolves Caller ID to Name One of the most important features of the phonebook is that incoming caller IDs are searched against the phonebook and if a match is found the callers name is shown in the caller ID rather than just the number To manage the company phonebook go to the Settings gt Company Phonebook node Click Add to add an entry Importing amp Exporting Phonebook Entries You can import phonebook entries from a CSV file Each entry should be on a new line and the fields separated by a comma as follows First name Last name Phone number To import the company phonebook entries into your 3CX Phone System do the following 78 1 Log into the 3CX Management console and click on the Settings node 2 Click on Company P
23. Phone System Download the latest version of 3CX Phone System from http www 3cx com ip pbx downloadlinks html Run set up by double clicking on the set up file and then click Next to start the installation You will be asked to review and accept the license agreement and to choose an installation location 3CX Phone System will need a minimum of approximately 10GB of free hard disk space You will need to reserve additional space to store voicemail files amp voice prompts Select the installation location and click Next You will be asked whether you wish to use IIS or the in built web server Abyss On Windows client operating systems you must use Abyss For all server operating systems we recommend IIS You will then be prompted to select HTTP or HTTPS for secure installations Please note that on X86 Systems you will not be able to use HTTPS just HTTP Configure HTTPS Please enter the following information to setup webistes using Https 3CX Company Name Enter your company name Example 3CX Ltd Internal local FQDN Enter your 3CX Phone System internal fully qualified ner domain name FQDN Example servername 3cx local internal 3cx local External FQDN Enter your SCX Phone System external fully qualified domain name FQDN Example servername 3cx com external 3cx com Certificate Password Enter a password for the certificate used for HTTPS SFFFPFCC FCCC TEES SCX Phone System S
24. Select a number from a web page or document and press a hotkey to paste it automatically to your dialing screen then press enter to launch the call 6 Queue Monitoring View the status of queues that you are a member or a manager of You will see callers waiting in the queue and be able to take a call from the queue 7 Text Chat Message other users one to one or create multi user chat using the in built chat options 8 Record Calls You can trigger the recording of a call or conference by clicking the record button 9 Phonebook 3CXPhone provides easy access to the company and to the personal phonebook It allows users to initiate calls by searching for contacts and by double clicking on the contact It offers users the option of calling leaving a voicemail conferencing and other alternative functions When the call option is selected it will automatically resolve the number and launch the call Supported Client Operating Systems 3CXPhone for Windows 12 both x86 and x64 3CXPhone for Windows runs on x64 hosts as a WOW64 application Windows XP Not Supported Windows Vista Not Supported Windows 7 Tested and Supported Windows 8 Tested and Supported Windows 8 1 Tested and Supported Additional requirements e Microsoft Net 4 0 or 4 5 e Microsoft Visual C 2010 x86 also on x64 hosts 3CXPhone for iOS 3CXPhone for iPhone is optimized for iPhone 5 IOS 7 iPhone 3GS iPhone 4 iPhone 4S iPhone 5 iPhone 5
25. Stuer Specic Office Hours FF include holdays E aeiia valet ie Chahine clk tetas 7 Play Holiday Prompt on Public Holiday oie conc ook Screenshot Selecting where to Route Calls to this DID To add a DID 1 Click on the Create DID button in the 3CX Management Console in the toolbar 55 6 T Enter a name for the DID for example sales Note The DID name can be pre pended or appended to the Caller ID so as to identify on which number a caller has called You can enable this from the Settings gt General gt Global options page under Append Prepend name to caller ID Now enter the DID number as it will appear in the SIP to header 3CX Phone System will match the number inserted in this field with the to header starting from the last part of the received string thus avoiding any differences in the format of the number For example if you are based in the UK and your DID number is 0845 2304024 then you can enter the number 2304024 This will match any DID number inserted in the To field ending with these numbers including 448452304024 08452304024 00448452304024 and of course 2304024 Now select for which Gateway or Provider ports you wish to add this DID If the DID number is associated with multiple ports then you must select each port An inbound rule will be created for each port that you select Now specify where you wish to direct calls made to this DID
26. busy callers will be kept in the queue until the next sales person is free When you create a call queue you also assign it a virtual extension number This will be the number used by the phone system to address the Call Queue Note The features are only available in the Standard and Pro editions of 3CX Phone System Creating a Call Queue I n pute gf Server Aag del Eien ged PST HG Gh add IP Porade ed Rp Create Caura Puke Ag Create 1D SCX b SCX Phone Spates a Pore Travia States I Eater an gt Sapa Dira Sond 3 phr Chet Rarcts Covectocs 22 Poon 2 be a Leg a Sere Eset Lig di C aBotice ial Giana a Wel PPSTh Uisu E y WP Fraj ite Fibs d b Hi ficu Fiaa A gis Pepin it roe tert A Cak hn Pi Coleg ol S axl UE J Cogia aT ai WA H U EE Phoe ees Upisa i H Lrs H bF Her Edi Qumi qi Cal gumai Peel tali of guru until a paT a raladi i iriri he al Garam Cii Pe Hube he d Ti cul of queue Eea TE AN Poling Shategy Finy i Fira Dmt pahe K o Dal Gust lets able Seals Gebel Eo eget er her Clad Chai ie ara ise Reger a thee Cin hue Lip alee Linton ella ihe 100 deb Seon TET apres Dickie OS Gam Withers ID Gag Daa Li Mellie A Daks a e Mar a call 2 a a aa lied Trea o an of ppd i or fl a a he Sumer Erd Cai Bored i Dbjsmion 100 John Soon Cone bo Teo Ping emu BI Saka Wiicate Vick E Cemed be Distal Flector MIG asia eg Teca boro sc eran 10D John Soon Fma ti Tactile hini io Citar Opbom
27. contacts to be imported into the 3CX company phonebook e Ability to import personal contacts from one or more Exchange users and import them to their personal 3CX Phonebook This Feature Requires the Pro Edition How it Works The 3CX Exchange Connector will connect to Microsoft Exchange Server via an impersonated user and import all the contacts Then at a specified interval the connector will login to the Exchange Server and check if there are any new contacts or if any contacts have been deleted If contacts have been deleted these will be deleted in the 3CX Phonebook If contacts have been added they will be imported IMPORTANT The 3CX Connector will sync Exchange to 3CX That is to say any changes made to that particular contact in the 3CX Phonebook will NOT be updated in Exchange Server Configuring the Exchange Connector MS Exchange Sync In order to configure your 3CX Phone System 12 to work and synchronize with Microsoft Exchange using the 3CX Exchange Connector you will first need to create an impersonated Microsoft Exchange user account To do that follow the instruction here hitp www 3cx com blog docs how to create impersonated user After you have created your impersonated account you may continue and configure the 3CX Exchange Connector by following the next steps 19 ef Lonhgure dvenced sefangs such aa confetencng ond more Advanced Tualooder MS Eschange Company Deeclory Syro Confermnang Cal Partin
28. during install time the hal dll was configured for the native host configuration System performance depends on five key factors How many simultaneous calls will the system handle How many people will simultaneously connect to the presence server Is call recording used Are VoIP Providers used Are call routings build mainly around queues and IVRs Based on these factors the hardware can vary from Intel Atom CPUs with 4Gb or RAM up to a multi socket core system General guidelines can be found online in these articles http www 3cx com docs recommended hardware specifications for 3cx http www 3cx com blog news 3cx phone system for large enterprises Firewall amp Network considerations Please have a look at this article for a more detailed explanation on how to configure your firewall and what ports to open http www 3cx com docs firewall router configuration voip Other requirements Firefox 3 6 and higher or Google Chrome Microsoft NET Framework version 4 5 or higher You will need to have a good basic understanding of Windows Networking A constant internet connection to erp 3cx com on port 443 On demand connection to downloads 3cx com on port 80 for management console downloads and additional information Preparing the Windows host machine for installation In order to install 3CX Phone System some basic tasks MUST be completed before Assign a static internal IP address to the host machine s network adapter
29. enter the authentication password which together with the Virtual extension number must be used by the slave to register with this 3CX Phone System The Virtual extension number must be UNIQUE on this phone system and these same credentials must be used by the Slave 3CX Phone System If you selected Master Tunnel TCP then you must enter a Authentication Password the password that will be used for authentication b Remote end of the tunnel Enter the public IP of the Slave 3CX Phone System machine c Enter the remote port of the 3CX Tunnel by default 5090 d Enter the port of the LOCAL end of Tunnel For the first bridge connection it is 5081 5080 is used for external extensions The port will be incremented by 1 for each bridge you create that uses the tunnel You will have to forward TCP and UDP port 5090 on the firewall behind which the Master 3CX Phone System resides Specify a prefix to be used for this bridge l e if you specify 7 then a user must dial 7100 to reach extension 100 on the other 3CX Phone System Select if you want to publish and receive presence information from the other 3CX Phone System Note this requires a PRO edition license Accept all other defaults and click Next to create the bridge Step 2 Create a Bridge on the Slave Phone System General Enter Vitual Extension Number and name of this bridge Virtual extension number 10001 Name of bridge London New Yor
30. extension e Extensions can be manually created from the Extensions node in the management console e Extensions can be imported from Active Directory or any other LDAP server or a CSV file Extension Configuration Edit Extension 100 John Scotty General Voice Mal Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Fights La User Information Configure user information below Extension Number First Name john Last home Scotty E Emad address HE kacon P Moble Number 00257222444032 Authentication The sutherticsten ID and Password are used by the phone to authenticate with ICX Phone System Nihe phone has a userid held enter the edenson number ID 100 O Password oe g zaa Screenshot Extension Configuration To configure an extension click on the Extensions node in the 3CX Management Console Click on Add Extension to create a new one or select an existing extension and click Edit General In the User Information section you can enter the first and last name and the email address of the user A welcome email with information on the extension created as well as voice mail notifications configurable will be sent to the email address configured In the Authentication section the authentication ID and password are auto generated however they can be altered as needed If the phone is provisioned the authentication details will be sent to the phone automatically If the
31. file via active directory automatically as it is an MSI file You must also deploy the Microsoft Visual C 2010 x86 msi package on x86 and x64 clients in order to successfully deploy 3CXPhone for Windows Once installed and provisioned 3CXPhone gets updated automatically with the service packs of the 3CX Phone System For more information see the Updating 3CXPhone section of this document More information about the Windows client can be found here http Awww 3cx com 3CXPhone Windows Manual Installation Android The Android client can be installed via Google Play https play google com store apps details id com tcx sipphone12 Be sure to configure Google Push before sending out the welcome emails for Android users For more information see http www 3cx com docs configuring google push More information about the Android client can be found here http Awww 3cx com 3CXPhone Android Manual Installation Apple iOS The iOS client can be downloaded from the Apple App store here https itunes apple com us app 3cxphone for 3cx phone system id660230142 mt 8 The 3CXPhone App requires read only access to the local device phone to compose a unified address book of all contacts Also in order to receive PUSH messages it must also be allowed to send Notifications to the device If you have not granted these access rights during the first 3CXPhone client startup you can change them by logging onto the iOS device Settings
32. of user in each group and assigned rights of users in thal group Group Membership Rote of user in this Group Bole Role of user in this group Manager s wf DEFAULT Manager e oat Rights curently assigned s CEO Group Manager vi Sales Department Manager za rs Can group members w iv Tech Suppai Manager PER M Marketing Manager Can see group calls Show presence to grup members il 7 Show cals ta Group menpers al 7 Peon operations divert transfer take on any active call to moup A amp Can Barge in Barge Listen or Whisper Requires 3CX PRO Edition i g Allow parking wi O Allow IVR control v Allows to manage Company Phonebook i 7 Reset to Default Screenshot Extension Rights The Rights tab allows you to quickly check an extensions Group membership rights for this extension and configure them according to your preferences All the available groups available appear on the Group Membership list on your left Any group that the extension already belongs to is checked and the role of the current extension in the group appears in the Role column The user s rights for the selected group are displayed on the right side of the tab You can modify the extension s rights for that group by ticking off the options in the Rights currently assigned part of the tab or even change the extension s role by clicking on the User Rights and selecting User or Manager from the drop down m
33. phone 3CX can automatically configure your IP phones for use with 3CX Phone System This process is called phone provisioning and ensures that the IP Phones are correctly configured and manageable from the management console Provisioning makes it easy to change extension passwords BLF lights because you can do it centrally and then push the changes to the phone It is also possible to manually configure your IP Phones which in rare cases might be necessary For information on how to do this please visit our support page at http www 3cx com support Global Provisioning Settings Before provisioning an IP phone default parameters must be set in the Settings gt Phone Provisioning tab ui Phone Provisioning General Templates IP Phone Firmware Provisioning Network Configuration Specify your Extemal Public IF Address and Intemal Local IP Address in the section below These IP Addresses will be sent to remote 3CXPhones via provisioning Extemal Public IP Address public dnsname com 7 Provisioning URL is http public dnsname com 5000 provisioning g HC mep MD Intemal Local IP Address 192 168 3 155 O Provisioning URLis hitp 192 168 3 155 5000 provisioning qHCSmexpMD Time Settings Configure the time zone Time Zone for Cisco Linksys Phones GMT 2 00 Israel Cairo Athens Helsinki w E GMT 2 00 Israel Cairo Athens Helsinki Time Zone for Grandstream Executive Phones GMT 02 00 Helsinki Athens Tallinn T
34. port VOIP provider or bridge an outbound cals should be placed on General Rule Name Route to ISDN P Apply this rule to these calls Define to which outbound calls the rule must apply Calls to numbers starting with Prefix fa Calls from extensions l ra Calls to Numbers with a length of l 2 Calls from extension group 3 Select 2 Make outbound calls on Configure up to 3 routes for calls The second and third route wil be used as backup For each route digits can be shipped or added Strip T Route 1 en wf in g Route z BLOCK CALLS i x G Route 3 felockcaiSs O h B 19 Screenshot Creating a New Outbound Rule To create an outbound rule 1 On the 3CX Management Console menu click Add gt Outbound Rule and enter a name for the new rule 2 Now specify the criteria that should be matched for this outbound rule to be triggered In the Apply this rule to these calls section specify any of these options a Calls to Numbers starting with Prefix apply this rule to all calls starting with the number you specify For example specify 9 to specify that all calls starting with a 9 are outbound calls and should trigger this rule Callers would dial 9123456 to reach the number 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 separated by commas or specify a range using
35. run the Backup and Restore utility located in the 3CX Phone System Program group To restore the phone system data start the 3CX Backup and Restore utility then locate the backup of the 3CX Phone System select it and click Restore 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 BEFORE making a restore The Backup and Restore utility must also be used when upgrading versions You will need to backup your configuration before you uninstall your current 3CX Phone System During the installation of the new version you can restore the settings from the backup that you took of the previous 3CX Phone System version SCX Phone Sytem Gackup and Restore Teal Back wo pme evel Ratu D Operator Backup Ternet Backup Edaria 1 Backup Exterior 10 Backup Extension 102 Backup Externe 103 Wile License infomation Browse B chup database hehe Rato Phone Susam e T F ss Op i TFR i Uperainn Saving WF pimpis Sayre YEA Sag iewded cae Saying cal heii Saving houia cals Saving Cearthcsber mre arrestee backup Templaie Bise Screenshot 45 Backup amp Restore Utility Scheduling a Backup Using the Windows scheduler you can easily schedule a daily phone system backup To do this 1 Go to Start gt Accessories gt System tools gt Scheduled Tasks 2 Double click on
36. the link that users will click on 72 4 Select the extension user that is the administrator 5 Enter a password for the admin 6 Click the Create Account button An account will be created and dedicated to your organization Step 3 Add users to your 3CX Webmeeting account Now you can create user accounts on your portal so they are able to create web meetings Web Meeting 44 Web Meeting Activate License Portal Management Users and Access Users and Access Select users and press ADD users with valid email Users listed here can create Web Meetings You can set users as Active Disable or address required suspend user accounts 100 Gareth James nb 3cx co uk Account Status Extension Email Name Is Portal Admin 101 Home MT EXT th 3cx com Active 103 nb 3cx 1 Nick iHome YES 102 Maria Johnson nb 3cx com Active 104 nb 3cx c Jonas Fung NO 108 Lia Caren nb 3cx com de a pheaca l Add Active 105 nb 3cx i Dexter Morg NO 109 Nicholas Kirk sr 3cx com tikhie a Active 106 nickybrg Emily White NO 115 Samantha Hunt nb 3cx com Active 107 nb 3cx n Ricky Delling NO 116 George Georgeou android 3cx co uk Ariye 110 nb 3cx e Terence Blad NO AAT EEE E Active ili nb 3cx b Sandy Martin NO 118 Stacey Mitchel android 3cx es ia 7 lt a E e 112 2m Shana min fH 121 Clint Bartholomew asavin 3cx com lace ici S 122 Agnes Clayton android 3cx it a Active 115 android K
37. to Extension 100 Claire Moray g Connect to Queue Ring Group 800 Sales Connect to Digital Receptionist 803 Digital Receptionist Voicemail box for Extension Pb th ca Forward to Qutside Number Screenshot Adding a Ring Group To add a ring group 1 In the 3CX Phone Management console menu select Add gt Ring group 2 Now enter the ring group options 114 David Lee 102 Sarah Jones Add 110 Paul Davis Up r a Virtual machine number This number identifies the ring group from other extensions Keep the extension number automatically generated or specify a new one as needed Do not specify an existing extension number 62 b Name Enter a friendly name for the ring group c Ring strategy Select the appropriate ring strategy for this ring group i Prioritised Hunt this will start ringing on the first extension then the second etc li Ring all all phones will ring at the same time iii Paging this will page all extensions part of the group see next section d Ring time Specify how long the phones should ring for 3 In the section Ring group members specify the extensions that should be part of this ring group Simply click on the extensions to the left and click on the Add gt button to add them to the ring group Move the extensions up or down to configure the priority of an extension 4 In the section Destination if no answer you can define what s
38. 138E0 Screenshot 14 Updating Phone Firmware Other IP endpoint devices 3CX supports various other endpoints such as DECT phones doorphones conference phones and IP cameras For the full range of supported hardware visit http www 3cx com support Configuring Remote Extensions 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 This gives tremendous flexibility to employees and delivers true mobility because employees working from home or away can still be seamlessly integrated with head office They can be a member of call queues and use 3CX Phone to see presence of other users There are 2 ways to configure a remote extension e Directly using standard UDP e Using 3CX Tunnel via the 3CX SIP Proxy Manager A direct remote extension is generally used when just a few phones are used in the remote location If you have more than 2 3 remote extensions you can use the SIP Proxy Manager Configuring Remote Extensions Using Direct SIP To provision an IP Phone to be used as a remote extension 30 Generel Forwarding Rules Phone Provisioning Other Office Hours Provisioning Provisioning ensures the phone settings are centrally reineved this limits the amount of time spent and information needed to be configured on each phone MAC Address 00112233445566 ih Model Snom 360 7 0 Phone Display Language English Select Inter
39. 192 163 9 41 9CB6544455A1 Yealink T46 28 71 0 176 new new new new 192 168 9 25 001565490820 Yealink SIP T46G 28 71 0 176 John Scott 100 100100 28100 192 168 9 29 5062 001565456DD3 Yealink SIP T4a3 29 71 0 112 Jaymes Dickinson 101 107101 10 192 168 9 31 5062 001565476580 Ciseo SPA502G 7 5 5 Sam Withers 102 102102 102 192 168 9 44 5060 O018BSFFD979 Yealink SIP T38G 38 710 0 198 Jack Horacio 103 103103 103 192 168 9 10 5062 0015652 7CDCE Ciseo SPAI03 7 5 3 Jaymes Owen 104 104104 104 192 168 9 42 5060 5475D02AACFB Ciseo SPA514G 7 5 5 Bianci Monisetti 106 106106 106 192 168 9 16 5060 FOCASBSF 2823 Ciseo SPAS09G 7 5 5 Stefan Walther 108 108108 9949 192 168 9 40 5060 O002584D8CFA3 Screenshot 13 The Phones Node 28 3CX Phone System provides an easy way to monitor and manage your phone s network wide The Phones node in the 3CX Management console allows you to View all phones in the network Quickly view IP and Mac address of each phone Check firmware version that the phone is running Remotely reboot one or all of the phones Re provision the phones after you have made a change you can reboot the phones to have the changes take effect Launch the admin interface of the phone Monitor security of extension password and PIN Weak extension passwords and PIN s are the most common cause of security breaches Re Provisioning the Phones If you need to re provision the phones for example after you have made configuration changes yo
40. 2008 Web Server x64 only Windows 2008 amp R2 Foundation x64 only Windows 2008 amp R2 Standard x64 only Windows 2008 amp R2 Enterprise x64 only Windows 2008 amp R2 Datacenter x64 only Windows 2012 Foundation max 15 presence connections on IIS installations Windows 2012 Essentials max 25 presence connections on IIS installations Windows 2012 Standard Windows 2012 Datacenter Windows 2012 R2 Essentials max 25 presence connections on IIS installations Windows 2012 R2 Standard Windows 2012 R2 Datacenter Installations on Microsoft Windows server Core versions are not supported Installations on Small Business Server 2008 are not recommended However if you wish to use SBS ensure that you use Abyss as a web server Note On x86 based installations it is not possible to configure a secure connection HT TPs to the presence server Supported Hardware and VM platforms The 3CX Phone System is extensively tested to be run as a VM which eliminates the cost of separate hardware and adds high availability solutions based on the hypervisor infrastructure Supported hypervisor platforms are e VMware ESX 5 X and above e Microsoft HyperV 2008 R2 and above The HyperV VM running 3CX Phone System requires specific settings For more information http www 3cx com docs installing microsoft hyper v Avoid using the 3CX Phone System on converted VMs P2V as these hosts commonly have issue to keep the time correct as
41. 3CX support system and attach the information to your support request 5 Include a detailed problem description It should clearly indicate what the problem is and when it occurs Mention what hardware or VoIP provider you are using with 3CX Phone System Indicate also what tests have been performed to isolate the problem Getting additional information Support Page Configuration Guides Knowledge Base 3CX maintains a knowledge base help page on its blog Be sure to follow the configuration guides for your make and model of your VoIP gateway or SIP phone The configuration guides can be found at http Awww 3cx com Support 3CX Phone System Blog We highly recommend that you follow our product blog to keep up to date with the latest updates on 3CX Phone System The blog can be accessed from http www 3cx com Blog You can subscribe to receive email alerts for new blog entries here http feedburner google com fb a mailverify uri 3CXVoIPBlog Find us on Facebook We also maintain a page on Facebook Let us know what you think of 3CX Phone System at http www facebook com 3CXPhoneSystem We also post product news to the Facebook fan page Feature Requests If you would like to request a new feature you can do this on our feature requests page which can be found at http www 3cx com ideas Get 3CX Certified Free Online Video Training The free 3CX Certification program is designed to boost 3CX Partners and users produc
42. Firewall 3CX Phone System Firewall checker After configuring your firewall run the 3CX firewall checker to ensure that configuration is correct More information can be found here http Awww 3cx com blog Docs Firewall checker Example Firewall Configurations The following are links to example configurations for popular firewalls Configuring a Sonicwall Firewall Configuring a Draytek 2820 Router for with QoS configuration Configuring the Zyxel p 662H D1 Router Configuring the AVM FritzBox as a Firewall Configuring a Cisco Router Firewall 88 Configuring a Linksys router Configuring FortiGate 80C 89 The 3CX Tunnel Session Border Controller Introduction 3CX includes a SIP Proxy Tunnel to allow for easier bridging of remote 3CX Phone Systems and connecting of remote extensions The SIP Proxy Tunnel combines all SIP signaling and RTP media VolP Packets from one location and delivers them to and from another location typically the PBX Server using a custom TCP protocol This simple concept allows 3CX to overcome firewall or telecom provider issues The SIP Proxy Tunnel can be used for the following reasons e Resolve issues of NAT Traversal at both the remote and the PBX location e Simplify Firewall configuration at both the remote and the PBX location e Overcome difficulties with ISPs that block VoIP Traffic based on port numbers e Allows VolP over Wi Fi in some restricted locations such as Hotel rooms e Fixe
43. Galaway Finalize Gove L ari G LIP avy Fegirialnsi Finalize Screenshot The 3CX Configuration Wizard 1 The wizard will proceed and ask for the Local IP Address which 3CX will use by default 2 You will also be asked for the public IP of the 3CX Phone System machine so that remote extensions can be provisioned You can skip this step if you do not have a static public address or complete it later 3 If you are upgrading or moving your 3CX Phone System installation the wizard will give you the option to restore settings from a backup that was taken previously 4 The wizard will then ask you for the digit length of your extension numbers This is a very important decision since it cannot be altered later on without re installing and re configuring the PBX from scratch 5 You will then be asked to add your mail server name reply to address if necessary authentication details username password and whether the connection should be made via a secure channel TLS These settings are used to send email notifications voice mail and faxes 6 The 3CX Wizard will then ask you for a preferred username and password to be used to logon to the 3CX Phone System Management Console and manage the phone system 7 The wizard will ask you to create a minimum of one extension which will be used as the Operator extension Additional extensions can be created at a later stage using phone provisioning or by importing users 8 You will then be prom
44. How parking 0 Aw WVR control l2 g Allow users bo shen hide group presence inig Q OK Cancel Apoly Screenshot Setting Extension Group Rights The Default Group Rights tab specifies the default rights that are assigned to each user role These default Manager and User rights apply to the current extension group You can configure these rights separately for each extension group To configure the default group rights 1 Click on the Default Group Rights tab These settings pertain to what group members and users within this group can see and do in 3CXPhone 2 Optionally you can enable the Manager extensions to perform operations on calls of the group members Check the option Perform operations on calls to users of this group to enable this 3 Similarly you can also configure what rights User group members have 4 Click OK to save the group and rights information Users will need to logout and login to 3CX 3CXPhone to see their new rights reflected Customizing Rights for Individual Users 42 Edit Extension Group a Edensone in this Group Members Default Group Rights Member Fights Edensions in this Group Role of user in thes group Extension Role Overides aghts A Member Fights liser x 100 Jahn Scotty sor YES 107 Jaynes Dikran Manage YES Rights cumenti assgned 103 Jack Horacio Manager YES 105 Ardy Damond Manage YES a et Sy 1 106 Biana Morsetti kanaga TES Can see group calls 7 7 107 Jayene
45. ID 3 General Settings var CX WS CA BA Wn ae ieo posal us cc F z ATF uoa Switch on Secure ATP SATP Cyl Remote Connections Play Busy prompt when extension is busy 0 wee ae Enable Outgoing cals in Voicemail Mera 0g af Server Event Log Lim Call Packup to calls received in ther edension group C Gh Services status Avtomaticaly disable Outbound cals on all Pots oulside Office hours 0 chy ii Extensions too VOIP STN Gateways Add Queue Group and DiD names to Caler ID wi 1 qhi Aopand Prepend name to Caler ID Hye Badges O Append cs fal QulBound Aules TA Digia Receptions 43 Ring Grupa HAY Cal Queues Gi Fane Machines Configure how to match Caller ID s to a company phonebook entry EA gee F Resolved caler IO to phonebook entry ig Frewal Checker S Erect maich T 42 Company Phonebook i Minimum lengih l 7 Phone Provieonung A Network Contra daplay of Caller Name mabched from company phonebook gt Secunty Cordigure how to display company phorebook enines on your IP Phones HG Advanced G First Name Last Name Zi Emergency Numbers 2 Last Name Fral Nama ws 5 To clear all LDAP Entries from your Company Phonebook go to Settings gt gt Advanced gt gt Company Directory Sync gt gt LDAP Directory Search gt gt Click on the Clear all LDAP entries button Important In order for Company Directory tand LDAP search to work correctly you need to make sure that Call
46. MyPhone Chois Ramota Connection aw 16 21 09 632 Leg L 1 16n 101 i terminated Cause BYE from PEX w S an j 25 Nc 2012 16 21 09 632 SiS 1 Call is terminated oe T M 2012 16 21 09 628 CM502023 Cah 1 Cal recording is stopped audo fie C Program Data ICX Data Recordings 10 Hohn Sth 101 105 2012112 2 Server Actevmy Log 29 Nov 2012 16 71 09 626 ee ee 192 168 1 225063 if Server Event Lag 25 New 2012 16 20 55 598 roll oe ti Ein 109 has joined contact sp 10192 32 162 1 22 50635 Gy Services salus ae i Euston pared ma Biaon 25 Nov 2012 15 20 55 596 CM502022 CaM 1 audio fe CA ProgramData pg ohn Sm hj_101 109_20121129 ES VOT ST a 29 Nov 2012 15 20 55 565 RESPONSE 200 on INVITE basic check passed No ommation for eended checks i VoIP Providers 29 Nov 2017 16 20 50 708 MSN Cali 1 Calg T Et 1026 Dew mp 108192 168 122 5063 for L 1 1Ean 107 bound Rules 23 Ne 2012 16 20 50 669 pea er eee ee 101 ohn Smith Sut at oe le TB 109 Dev aio 10152 168 1 22 506 a 33 Bd ov BOT 16 20 50 Calli 1 Route 1 from LT TOT ta fap dia dd WOE 1S2 168 1 22 5063 oe Ou Fale 2 meat 16 20 50 651 CMS02001 Call 1 coming call from aieia 25 5060 Eh Ouifiound Rules Fi Nov 2012 162051659 MAT ALG checki 1 1 Een 101 REQUEST INVITE basic check passed fis honin ir mieki fcc E E e a a eS amp Screenshot 3CX Phone System Activity Log Monitor the server status log to troubleshoot issues This utility shows th
47. You should see a list of contacts in the 3CX Company Phonebook imported from your email address that you selected to synchronize Note You cannot delete any contacts synchronized through MS Exchange from your Company Phonebook The contacts need to be deleted from Exchange first and the 3CX Company Phonebook will be updated automatically Configuring the LDAP Directory Search 80 Configure advanced senings such at conferencing and mare Advanced Dial codas MS Exchange Company Girectory Sync Conferencing Call Parking Custom Parameter Bling Information CDR Output DH Properties MS Exchange Sync LOAP Directory Search LOAP Directory Search LDAF Server FGIDIA LOWAP Serwer For LDAP User LDAF User Password TTE Days 192 179 6 158 37 VOLTS ame yourpassword ick OUs2 X Contacts OCmeyprus DC enen 365 es ear al LDAP Entries OK Cancel Apply To Configure LDAP Lightweight Directory Access Protocol with 3CX Phone System 1 Log into the 3CX Management Console and click on the Settings node 2 Click on Advanced and click on Company Directory Sync 3 Select the LDAP Directory Search a b C d Fill in the LDAP server IP address or FQDN as in the example above Insert the LDAP server port number Insert the LDAP User name and User Password After these are filled you need to specify your LDAP search base In this example we used OU 3CX Contacts DC cyprus DC co
48. a for example 100 120 53 c Calls to Numbers with a length of Select this option to apply the rule to numbers with a particular digit length for example 8 digits This way you can capture calls to local area numbers or national numbers without requiring a prefix d Calls from extension group rather than specifying individual extensions you can select a an extension group 3 Now specify how outbound calls matching the criteria should be handled In the Make outbound calls on section select up to 3 routes for the call Each defined gateway or provider will be listed as a possible route If the first route is not available or busy 3CX Phone System will automatically try the second route 4 You can transform the number that matches the outbound rule before the call is routed to the selected gateway or provider using the Strip digits and Prepend fields a Strip digits allows you to remove 1 or more digits from the called number Use this to remove the prefix before it is dialled on the gateway or provider if it is not required In the example above you would specify to remove 1 digit in order to remove the prefix 9 before it is dialled b Prepend allows you to add one or more digits at the beginning of the number if this is required by the provider or gateway 5 You can configure these options per outbound rule since a rule that applies to a VoIP gateway connected to the local PSTN would normally
49. a Denig Pe ire are chee bikra E aior pet reed Erria Diaa piai h iks Miek on hoki Ves Di Viet Trea ieee Eu Proce pee Pn Li Lda Cabak Doma dar fhe Gum kipi Time nerh hiom Dalea in Gima Rasa Da aah bor eh uae Feat Gusa a ia ech Screenshot Adding a Call Queue To add a Call Queue 1 Click on the Add gt Call Queue menu option to bring up the Add Call Queue page 2 Now enter the call queue options a Virtual extension number Optionally change the suggested virtual extension number Note that this extension number will be automatically created Do not specify an existing extension number Name Enter a friendly name for the Queue Polling strategy This option allows you to choose how calls should be distributed to the agents 65 i Hunt random start 3CX will randomly choose an agent to distribute the call to This will evenly distribute the calls to each of the agents li Ring All the phones of ALL the agents will ring iii Prioritised Hunt 3CX will distribute the call according to the order specified in the Queue members section All calls will go to the first agent first and only if this one is busy it will go to the next agent This strategy can be used to setup skills based routing by ordering the agents according to their skills 3 Ring timeout Indicate the timeout in seconds i e for how long the phone should keep ringing before it considers the call unanswered by that agen
50. ach year Company Phonebook Depending on the company preferences the phone book which is pushed to the IP phones should be sorted alphabetically by last name or first name Depending on the phone model the phone book is only updated once at startup time and will require a reboot to reload the phonebook Personal Provisioning Settings Beside the global provisioning settings the phone will also retrieve individual configuration information such as e Extension Number Name and Password e BLF Keys BLF stand for Busy Lamp Field and is used to display the call state of another extension IP Phone Web Interface Password Language Display Codecs Preference Order Configuring snom and Yealink Phones using Plug and Play Yealink and snom phones can be easily configured as extensions of 3CX Phone System using 3CX s Plug and Play feature Phones Reboot ia Launch Phone Interface Reprovision Phones Reset amp Reprovision gy Add Extension i Assign to existing extension J Reject Edit Template Upgrade Firmware Phone Model and Firmware Version Name User ID User Password PIN IP of Phone MAC Address Status Yealink T21D 34 71 0 81 new new new new 192 168 9 26 0015654C4C36 Yealink T42 29 71 0 112 new new new new 192 168 9 36 00156547622D snom snom821 8 7 3 25 new new new new 192 168 9 70 0004 1348B63D Yealink SIP T26P 6 71 0 168 snom snom8 0 8 7 3 19 new new snom snom720 8 7 3 25 new new 192 168 9 11 0004 13701F92 snom snom7 10 8 7
51. an be sent the agent s 3CXPhone can be configured to play a sound and the alert is also logged e Ability to log out an agent from the queue e More extensive reports A detailed feature comparison between versions is available at this location htto www 3cx com phone system edition comparison Support 3CX Technical Support is available via our Support Portal for 3CX Partners free or with a 3CX Support package Extra charge Review our support procedures and pricing We also have a community forum from where you can obtain user to user support for our products Request Support via our Support System If you are a 3CX Partner or have purchased a support package from 3CX you can contact the 3CX support department via the support system Login details would have been provided to you by email When requesting support include the Support info data 3CX Phone System can automatically generate a file which includes all relevant support information NO PASSWORDS TO PHONES OR VoIP PROVIDERS WILL BE INCLUDED The data will NOT be sent automatically You will be prompted for a location to save the data so you can check what data will be sent to us before you send it to us To generate the support info file 1 Log in to the 3CX Management Console 2 Go to the Help node gt Generate Info 3 You will be prompted for a location to save the data Enter the file name for the support zip file to be generated Click Save 4 Login to the
52. anguage 1 Go to 3CX Phone System Updates gt System prompt sets node and then select the prompt set you wish to use and click on Download Selected The prompt set will be downloaded to your machine 2 Now go to the Settings gt System prompts sets node again and click on the Manage Prompt sets button at the top of the screen 3 Select the prompt set that you have downloaded and click on Set As Current Prompt Set The system will now use this new prompt set Upgrading from a Previous Version of 3CX Phone System It is possible to upgrade a 3CX Phone System version 11 SP4 to 3CX Phone System 12 as follows 1 Before uninstalling backup your current configuration using the backup and restore tool note that you need to be running 3CX Phone System 11 SP4 located in the 3CX program group 2 Now uninstall the old installation using Add Remove programs 3 Install 3CX Phone System v12 You will be prompted for the backup file in the post install wizard This will restore your configuration Note Upgrades of versions 3 1 5 6 0 6 1 7 0 7 1 8 9 and 10 are not supported You will need to upgrade to an interim version 11 latest Service Pack before upgrading to version 12 or recreate your configuration Backup and Restore 3CX Phone System includes a convenient backup and restore utility that allows you to create a complete backup of your phone system configuration and data to a file To backup your 3CX Phone system data
53. art up 3CXPhone on the user s machine and automatically configure it The 3CX Push Service 3CXPhone uses PUSH technology to wake up the smartphone when a call or a text message is received This does not require the user to keep the phone active and the 3CXPhone client turned on to be able to receive calls or text messages the phone can go to sleep to save battery life Configuring Google Push To configure Google Push please follow the instructions in this link http www 3cx com docs configuring google push 20 Configuring Apple Push To configure Apple Push please follow the instructions in this link http www 3cx com docs configuring apple push Enabling Disabling Push After configuring your Push settings you will need to select which extensions have Push functionality enabled To do that 1 Login to the 3CX Management console Navigate to Settings gt 3CXPhone Scroll down to the Select 3CX Users section Click on the extension that you want to enable push for in the left column and click Add The extension will be added to the right column and Push will be enabled If you want to disable Push for an extension just select the extension from the right column and press Remove 7 The extension will be transferred to the left column and Push functionality will be disabled a IS Updating 3CXPhone Updates to 3CXPhone are deployed automatically via the 3CX Phone System Server When a new update is ava
54. artNode gateway you will need to Use the Patton SmartNode Discovery Tool to find the gateway on the network Configure the Gateway in 3CX as described in the previous step Download the Patton configuration file from the summary page or from the VoIP PSTN Gateway node gt Generate Config File button Upload the configuration file to the Patton gateway automatically provision it 1 2 3 47 5 More information can be found at http Awww 3cx com blog voip howto patton smartnode configuration Welltech Gateways See this link for information how to configure the Welltech gateway http www 3cx com voip gateways welltech wellgate 2540 48 Adding a VoIP Provider SIP Trunk Introduction VoIP providers host phone lines and are replacing the traditional telco lines VoIP providers can assign local numbers in one or more cities or countries and route these to your phone system In most cases they also support number porting In addition VolP providers are often able to offer better call rates because they have an international network or have negotiated better rates Therefore using VoIP providers can reduce call costs However be aware that each VoIP call requires bandwidth VoIP is real time so it does place a demand on your Internet connection As a rule of thumb each call will consume approximately 30k 120k per second depending on which codec you use For more information about bandwidth consumption of particular co
55. at supports T38 however the quality of the fax implementation between VoIP providers varies and can therefore not be guaranteed Note This feature is only available in the Standard and Pro editions of 3CX Phone System Fax Receiving Configuration To receive faxes you must configure a line or a DID to be dedicated to fax so that all calls on this number are forwarded to the 3CX Fax Server The 3CX Fax server will then receive the fax convert it to PDF and email the fax to the configured email address Ric L 4 a Ty THS Li LILI A F E Enter a DID or string te look for in the SIF to field starting at the erd of the string Use wildcards to match any digit for that entry For example entries 22444052 OR z koa TAAG val poth maten cals wif 35 722494032 in he to he OTD DOT miumber mask 2000 Ww gt for part number 10001 Configure where calls to this DID OOL should be routed during office hours Ende I Commect to Extension 100 Jos Boggs i O Commect to Queue Ring Group w i gt Come otal Receptions he Q gt Voicemail box for Extension 100 Joe Boggs Oo Forward to utskie Number i Send fax to emal of extension as Default FAX Destination w O Screenshot Configuring a Port or DID to Receive a Fax To do this 1 In the Management console select the Inbound rule for port or DID which will be dedicated to receiving faxes 2 From the Office hours routing options select
56. atmers 1E Baris Mompati CEO Group DEFAULT Makating Sales 405 Remberty Wenson DEFAULT Sales Depamment TOT Jerpmas Marsh CEO Group DEFAULT Madceting Sales 406 Eva Fessler DEFAULT Sales Depactment 111 Mechas Stee CEO Group DEFAULT 407 Gecape Tayler DEFAULT abe Deepeetrreget Add gt 113 Jayra Jenie CEO Group DEFAULT 408 Veron Wem DEFAULT Sakes Depmimeni 114 Piare Jourdan CEO Greup DEFAULT Martopting Saks 409 Aen Moretti DEFAULT Sates Depacment Remove 400 Tory Budon DEFAULT Ssss Department 411 Ken Mer DEFAULT Sales Depatman 442 Tony Taylor DEFAULT Sales Department 413 Joey Osborn DEFAULT Sales Department 414 iaman Bares DEFAULT Seles Depatnerd 415 Tom Jones DEFAULT Sales Depatment 416 Johan Renganda DEFAULT Sales Department 407 Darel Rayt DEFAULT Salen Deparment 418 Lary Croft DEFAULT Saits Depatment 419 Bag Gammon DEFAULT Sales Department 420 Frmk Frkin DEFAULT Sales Departmen 427 shpal Lock ae DEFAULT Sieg Depatman 432 Marjorie Choy DEFAULT Sales Depatment DEFAULT Sales Department T 429 Bernadette Show Screenshot Adding an Extension Group To create an extension group 1 In the management console click on the Extensions node and click on the Add Extension Group icon 2 Now proceed to add extensions by selecting extensions from the left list and clicking on the Add button Note that Extensions can now be part of multiple groups Publish Group information to all
57. average wait time and so on are visible through the Queue Monitoring function in 3CXPhone You can reset the Agent Call Statistics for the Queue by clicking on the Reset button Call statistics can also be reset automatically using a pre configured schedule Priority Queue The administrator can configure this queue as a priority queue This is useful when the same people are part of 2 queues and calls on one of the queue should receive priority over calls in the other queue E g a support team might have one line and one queue for normal support calls and another line and another queue for VIP customers Both queues are serviced by the same people The queue for VIP customers will have the Priority Queue feature enabled Give Caller ability to opt out of recording This gives the option to the caller to press DIMF3 to stop being recorded during a call Queue Notifications Various notifications can be enabled so that the Queue Manager is notified when certain conditions are encountered such as the SLA time has been breached or a call in the Queue has been lost 68 Fax Server Introduction 3CX Phone System includes a fax server that allows sending and receiving of faxes The 3CX fax server is based on the T38 standard and requires a compatible supported T38 VoIP gateway or provider Note that it must be configured according to our configuration guides so that fax reception is enabled It is also possible to use a VoIP provider th
58. be master slave or use the tunnel Type of 3CX Bridge Master Direct UDP v O Outbound rule prefix to reach remote ICX PEX Ki Bridge Selected Master Dinect UDP This Master Bridge will receive registrations The other PEX must register with thes system In Direct UDP mode all traffic wil be sent via UDP and will use mukiple ports Authentication Password Dle G Screenshot Creating a Master Bridge 1 In the management console of the Master 3CX Phone System click on the Add gt Bridge menu option to bring up the Add Bridge page 2 Enter a name for the bridge and assign a virtual extension number A bridge must be assigned a virtual extension number so it can be addressed by the phone system Accept the default or choose another extension that is free The virtual extension number will also be used as the Authentication ID so the virtual extension chosen should be available and the SAME on BOTH 3CX Phone Systems 3 Now select the Type of bridge 75 8 a Master Direct UDP In Direct UDP mode all traffic will be sent via UDP and will use multiple ports b Master Tunnel TCP The tunnel option allows all SIP and RIP traffic to be sent via a single TCP port The 3CX Tunnel vastly simplifies firewall configuration although it cannot provide the same quality as a direct connection Also the tunnel option can only be used with another 3CX Phone System If you selected Master Direct UDP
59. ce provider 3CX Phone System supports most popular SIP based VoIP service providers and we recommend using one that has been tested by 3CX 3CX includes pre configured templates for these VoIP providers Simply click on the Add VoIP Provider Wizard button to see a list of supported providers If there is no VoIP provider in your country you can use Skype for SIP which has a global presence Step 2 Add the VoIP Provider Account in 3CX Phone System After you have created the VoIP provider account you will need to configure the account in 3CX Phone System To do this 1 In the 3CX Phone Management console menu click on the Add VoIP provider Wizard button 2 Enter a friendly name for this VoIP provider account 3 Select the Country that the VoIP provider operates in 49 4 Select your VoIP Provider from the Provider drop down list If the provider is not listed select Generic VoIP provider or Generic SIP Trunk If using a generic provider we will not be able to guarantee that it will work with this VoIP provider Click Next VOIP Providers ja Add VOIP Provider Wizard Add VOIP Provider Wizard Name of Provider 2 Country A Provider URL More 3rd party tested providers can be found here Screenshot 23 Add VoIP Provider Account 5 The SIP server hostname or IP may be pre filled Compare these with the details that you have received from your VoIP provider and check that these are indeed correct Depending
60. ch will be used to configure the specific phone with the settings configured in 3CX Phone System The phone will then restart apply the settings and connect to 3CX Phone System with the correct extension credentials Some phones will ask the user for confirmation before restarting Once you make changes to the phone configuration you will need to reprovision the phones so as to force the IP Phones to pick up the new configuration To do so 2 3 On the phones node in the management console select the phones to which you want to apply changes Now click on the Reprovision Phones or Reset amp Reprovision button The phones will restart and apply the desired changes Configuring Cisco Polycom and other Phones This section of the manual explains how to provision phones that do not support plug and play Cisco SPA 3XX or 5XX and Polycom phones must be provisioned using the following method Provisioning a phone using this method is done in 2 Steps Step 1 Configuring the Extensions for Provisioning Edit Extension 107 Jaymes Madison QJ Edit Extension settings and dick OK or Apply to save changes General Voice Mail Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Rights New phone device Provisioning Provisioning ensures the phone settings are centrally retrieved this limits the amount of time spent and information needed to be configured on each phone MAC Addres
61. com Introduction The Ring Groups Paging and Intercom features add powerful capabilities to your PBX Ring groups will help you not miss that important customer call whilst the Paging feature allows you to make announcements to groups of people rather like a PA system Note Features only available in the Standard and Pro editions Ring Groups A ring group allows you to direct calls to a group of extensions For example you could define a group of 3 sales people and have the general sales number ring on all 3 extensions at the same time or after each other When you create a ring group you assign it a virtual extension number This will be the number used by the phone system to address the ring group 2A Ring groups allow more than one phone to ring at the same time or in a sequence General Enter the Ring Group details The phones will ring until one of them is answered or until the timeout is reached Vietual machine number can not be in use as extension Giz ep Name Sales i Ring Strategy Prontized Hunt oa g Ring Time Seconds 20 oO Lise Multicast Tor Paging iz Ej Ring Group Members Select which extensions are a member of this Ring Group Extensions Members a 7103 Bob Marley 100 Claire Moray 101 Joe Doe 104 Jane Smith 105 Nick Galea 106 Charles Smith 107 Daniel Johnson Destination f no angwer Select a destination for this call if the call goes unanswered C End Call Connect
62. company users This option publishes your Group presence to all the 3CX Phone System Users all the extensions can see your group presence and calls 40 at Esler in fie Grou Wambas Daimi Group Migi Mambe Aiei Extenaora im thes Trup Fige of ues in thee gup Ermer Rada Chinen Aghia Fa Member Fagus Manager bal 100 erri Seat Fleig TES Leer 101 Jaymes Dickingon Manager YES Rights Ourenty magen TOG ick Horma Minat YES 108 Andy imram E YES Coan eme Cea masher Ci g 168 Fasc homs Manager YES Can see grog calls I amp 107 lipya Hira Mie per TES r 114 Pere Jourdan Manager VEX Shaw pesaro 10 poup memben i g 4 00 Meis Demen Ling E Show cals to grap members T 27 Mak Pihama Le NG 400 Kaly Godar Liner HG Felpa opam e ae Lake 64 ay a a a Gun mere amp eS Mam ry ar sid an Barge tn Barge Listen or Whisper Requires 30 PRO Edition g 204 Jon biorgan Lier no 405 Kimberly Wieresr Liner nO Can intercon O0 a 406 Eva Fleasier User NO Mire pation 0 107 George Taylor Liner Me 208 Veni Vian L Ho Aer TF oerieel P 2 Al Pachia Leer No s 1 Di wee bet irssi meme Company Phonetcenk gt 271 Ken Men Liia is F ra io Ciel 412 Tony Tce Liner No 42 Joey Gebers Lier i 1d Shean Been Le No 415 Tom Jones Liner BEA 276 hn Rag Uai HG 417 Darid Raya Lise HI 22 Lary Cat L r 7 419 Bag Gane ls NO 427 Frenk Frain Liper Hin ATI Micha akii Uag a E it Moone Choy lise a wa Die Cancel Apply Screenshot Role of user
63. d e g r6W4Qi 2 Set the Local IP to the Local IP Address of the NIC which will be receiving tunnel connections If the PBX has only one NIC then there will be no need to set this field In our example this is 10 0 0 181 90 3 Set the Tunnel Listening Port to the port which will be receiving tunnel connections The default value is 5090 4 Click the OK button The Tunnel service will be restarted automatically Step 2 Configure the Firewall The Tunnel protocol is designed to eliminate NAT traversal problems and reduce Firewall configuration work to a minimum There is only one Firewall setting that needs to be made we must forward Wes TCP ne sll set by default to eR to the PBX Homi Agard Win mel Aimas Firgwall nced Settines Togig Entries im this table allow you to automatically redirect common network services to a spacie PL behind the NAT firewall These settings are only necessary if you wish to host some sort of server like a web server or mail server on the local metwork Enable Port Forwarding N ETWOR K paoa y o0 Boa SCX Tunnel Current Port Forwarding Table ee ee Portrange Comment Select Ad ed Le e a i g Wi Apply _Cancel eles Network Broadband Router 300N Configuring a Port Forward Rule The above picture shows configuration for a Sitecom WL 183 WAN to LAN router most routers will provider similar functionality In your firewall E
64. d to specify these DIDs here Specify a Mask or select individual DIDs SIP Field containing DID numbers Request Line URI User Part H Q Screenshot Adding DIDs for Source Identification 1 Switch to the Source Identification tab and select Enable Source identification by DID 2 Leave the default value for SIP Field containing DID numbers It is the correct field for most VolP Providers Click on Add DID and select all the DIDs in the list Click OK 4 Make another call to any of the DIDs specified The numbers should now ring on your PBX If not you will have to adjust the field SIP field containing DID numbers a M Source identification by DID f Call Source identfication is based on dialled number and Dl Ds are in use you need to specity these DIDs here Specify a Mask or select individual DIDs Screenshot SIP Field Containing DID Numbers Options 52 Trunk Management Creating Outbound Call Rules An outbound rule denotes on which VoIP gateway provider an outbound call should be placed Based on who is making the call the number that is being dialled or the length of the number When configuring a VoIP Gateway or a VoIP Provider you will be asked to create an outbound rule that will be used to route calls to the Gateway or Provider You can also edit these rules or create new ones from the outbound rules node Edit Outbound Rule Create an Outbound Call Rule to configure on which PSTN
65. dding a VoIP Provider SIP Trunk for more information Exporting amp Importing DIDs Exporting DIDs If you need to export your extensions to a CSV file format to either save them as backup or to make changes to follow the next steps 1 2 Log into the 3CX Management Console Click on the Inbound Rules node and select the DID s that you want to export 3 Click on the Export button to begin exporting your DID rules 56 4 Select a location and a file name for your exported DID rule file and press Save Your rules will be exported and saved in the CSV file Importing DID s If you want to create multiple did rules you can do so by creating the necessary fields on a CSV file using the correct format and then importing them back into 3CX by using the import function To import your DID s into 3CX from a CSV file follow the next steps 1 Log into the 3CX Management Console 2 Click on the Inbound Rules node and click on the Import button 3 Browse to the file that contains the DID rules that you want to import select it and click Open 4 The rules will be imported in the 3CX Phone System 57 The Digital Receptionist Auto Attendant Introduction The digital receptionist feature allows you to answer phone calls automatically using 3CX Phone System and present the caller with a list of options The caller can then choose the appropriate option using the numbers on his phone key pad
66. decs see this article http www 3cx com blog docs bandwidth dsl atm isp 3CX Phone System supports 2 types of VoIP Providers e Registration Based These VoIP providers require the PBX to register with the provider using an authentication ID and password Most of the VoIP providers pre defined in 3CX Phone System are registration based e IP Based SIP Trunk IP Based VoIP Providers also Known as SIP Trunks do not generally require the PBX to register with the provider The IP address of the PBX needs to be configured with the provider so that it Knows where calls to your number should be routed This chapter describes the supported VoIP providers and how to configure 3CX Phone System to work with VoIP Providers Requirements for Using a VoIP Provider SIP Trunk If you plan to use a VoIP provider you need to have a firewall router NAT device that supports STATIC PORT MAPPINGS Often routers will perform port address translation which will cause problems such as one way audio failing inbound calls and so on It is also highly recommended that you have a static external IP If your external IP changes intermittently inbound calls will fail For more information on how to configure your firewall review this article http www 3cx com docs firewall router configuration voip Configuring a VoIP Provider SIP Trunk Step 1 Create an Account with a VoIP Provider First off you need to have an account with a quality VoIP servi
67. ding can be configured by the administrator from the management console or by the user from the 3CXphone client Please see this web page for instructions on how to configure call forwarding for an extension http www 3cx com 3CXPhone Windows Manual Forwarding Other General Forwarding Rules Phone Provisioning 3CKPhone Other Options Office Hours Scheduling User Information Configure user status and options Curent stabus Awalable TE Queues Status Logged In O DND Oi O utbound Caler ID g SIP ID 2 Extension Capabilities Some of the options below are enabled to overcome compatibility issues with ether old phones or those not supporting all of the SIP features FEX Deivess Audis Supparts Re brite J R L D000 Support Heplaces header Screenshot Other Tab Options Extension Capabilities The extension capabilities section allows you to set advanced options for a particular IP Phone registered to this extension It is best to leave these options default User Information The user information section allows you to set your status log in and out of queues turn DND on or off configure the caller ID for the extension and the SIP ID Options The options tab allows you to configure options restrictions and access for the extension 34 Edit Extension 100 John Scotty 2 Edit Extension settings and dick OK or Apply to save changes General Voice Mal Forwarding Rules Phone Provisioning 3CMPhone
68. e 3CX Phone System Management Console When the installation is completed you can log into the 3CX Phone System management console You can do this in two different ways e Start up the Windows Management console from the 3CX program group 3CX Windows Management Console e Point your web browser to the Web Management Console by entering the name of the machine including the port number For example hitp ohone system 5000 Management or if you are using HTTPS http ohone system 5001 Management Enter the Username and Password that you specified during setup select the language you would like to use and click on the Login button Note that the username and password are both case sensitive Activating 3CX Phone System After installation you must activate your license by going to Settings gt Activate License page in the 3CX Management Console Activate 3CX Phone System Activate 3CX Phone System to unlock commercial features Product details Product FREE Version Number 0 Support n a Maintenance n a Number of Simultaneous Calls 2 Number of G729 Channels 0 3CX Phone System Pro Edition Features n a License key If you have purchased 3CX support you should have received an email with a login and password to the 3CX Support Portal Please contact your reseller for these details License key License key YOOX OOK KOO KOO Customer details Company 3CX Lid Contact Name Sales De
69. e activity log of the server and logs potential reasons for error conditions The Server Activity log allows you to easily filter based on Extension or particular call In addition you can filter the logging by date and time Enabling Verbose Logging will show additional advanced logging including the SIP messages for the filtered logging 86 Firewall amp Router Configuration Introduction Undoubtedly the best place for 3CX Phone System is on a machine behind the firewall This configuration is easier and more secure If you only use PSTN lines and do not plan to have any remote extensions you don t even need to make any changes to your firewall configuration However if you plan to use remote extensions or a VoIP Provider you will have to make changes to your firewall configuration In order for 3CX Phone System to communicate successfully with VoIP providers and Remote Extensions your firewall router device must be correctly configured for SIP operation You can learn more about VoIP and Firewalls in this article http www 3cx com blog Voip howto Firewall NAT PAT STUN SIP ALG To maximize your chances of success make sure you choose a device that does not implement a SIP Helper or SIP ALG Application Layer Gateway or choose a device on which SIP ALG can be disabled The following links are examples how to switch off ALG on popular routers e How to Disable SIP ALG on Fortinet FortiGate e How to Disable SIP ALG on
70. e individually you can create additional SIP accounts and change the number of channels supported by each account to 1 Note that your VoIP Gateway must support this especially higher density VolP Gateways are easier to configure if you use one account for all lines connected to a port Port Identification This field shows the identification number given to the port Inbound Route If the port will receive inbound calls you can specify to which extension ring group or digital receptionist a call must be routed 7 On the next page you can create an outbound rule for the VoIP Gateway that is being configured For example you can have calls where the called number starts with a prefix routed to this Gateway Click Finish to create the VoIP Gateway Step 2 Configure the VoIP Gateway Device After you have configured the PSTN ports a summary page is shown The configuration of the VoIP gateway will vary depending on the brand of the device BeroNet Gateways If you have a BeroNet gateway you will need to Use the bfdetect tool to find the gateway on the network Configure the Gateway in 3CX as described in the previous step Click on the configure BeroNet card button at the bottom of the summary page Login with admin admin and follow the screen instructions to complete the setup More information can be found at http www 3cx com voip gateways beroNet berofix 400 Ae eS Patton SmartNode Gateways If you are using a Patton Sm
71. eadset to allow you to make or receive calls Examples of software SIP phones are 3CXPhone or X Lite from Counterpath Hardware based SIP Phones Figure Hardware IP Phones snom left Yealink T46 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 allowing them to share a network connection point with a computer eliminating the need for an additional network point for the phone Smartphones iPhone and Android Figure Using an Android Smartphone with 3CX iPhones and Android phones can be used as clients to 3CX Phone System using the freely available 3CXPhone for Android and 3CXPhone for iPhone Using 3CXPhone your smartphone becomes a wireless desk phone in the office and can be used to answer and receive company calls while out of the office via WIFI or 3G Your mobile provider must support VoIP over 3G 3CX Phone System Licensing Licensing is based on the number of simultaneous calls that your company requires including both external and internal calls Each 3CX Phone System allows you to create an UNLIMITED number of extensions To arrive at the correct number of simultaneous calls that you need you must usually take the projected number of extensions and divide by two to four times depending on how much your organisation uses the phone 3CX Phone System Editions 3CX Phone System is a
72. enu To add an extension to a group simply tick off the check box next to the group name that you want the extension to be a part of and select the user rights on the User Rights part of the tab Press ok to apply your changes Extension Groups 38 3CXPhone can limit what call information is shown to the user based on extension groups These extension groups are used to determine what information is shown to whom In addition they help group the extension for both users and the administrator Note than an extension has to be part of at least one group Default Group The Default group contains all extensions whereby users of the group have no rights but managers of this group can see information about all the extensions Any extension you create will automatically be assigned to this group initially until you remove it or assign it to another group Note The V11 management group has now been rendered obsolete and is replaced by the Default group Management Group rights is now Default Group Rights in the Default Group If you are restoring a backup from V11 to V12 then all the users will be added as users to the Default group and any managers in the management group will be added as managers in the Default group The Default Group is a group is always present in 3CX Phone System Managers assigned to this group can e See the call details of ALL extensions and queues since all extensions are part of the default group unless
73. er ID and Phonebook matching is enabled in Settings gt gt General tab If this option is not enabled then LDAP search will NOT work 82 Call Reporting Introduction 30 Abandoned Calls All Queues From 1 20 2013 2322714 PM To 8 20 2015 2 22 14 PM Queue All Queues Agentsin TotalCalls TotalCalls Total Waiting Team Received Abandoned Time 801 Sales queue 5 538 00h 06m 16s 604 Sales UK 27 00h G m 00s 805 Sales USA 52 E 00h 00m 00s Totals g4 Screenshot Call Reports 3CX provides a number of reports via its 3CX Web Reports module e Call Statistics Reports these reports provide information on the calls made and received through 3CX Phone System statistical Information on the phone extensions and Ring Groups e Basic Queue Statistics Reports Reports related to Queue Statistics Abandoned calls and agent reports e Call Center Statistics Reports The reports provide more detailed information on the Queue Statistics call distribution team statistics abandoned calls SLA statistics callback statistics and other reports related to the Call Center To access these reports you require a PRO edition Note These features are only available in the Standard and Pro editions of 3CX Phone System Accessing the Call Reporting Module 1 Ensure that you have been enabled to access the call reporting module This can be done from the Extension gt Options tab in the Access section If you are a member of the
74. er can create an ad hoc conference For more information how to do this see the online user manual a 3CXPhone for Windows http www 3cx com 3CXPhone Windows Manual Conference b 3CXPhone for Android hittp www 3cx com 3CXPhone Android Manual Conference c 3CXPhone for iOS http Awww 3cx com 3CXPhone iPhone Manual Conference 2 From the Conference section in 3CXPhone the user can also schedule conference calls to occur in the future Users will receive an email with the conference call details External users need to be notified by the user 3 Users can create conference calls using their IP Phone They will need to dial the Conference Extension number 700 by default and follow the prompts For information how to create a conference call see this page of the online extension user manual http www 3cx com blog extension user manual create conf from your desk phone Web conferencing 71 3CX Phone System has a powerful video conferencing feature called 3CX Webmeeting By default you can host video conferences for up to 3 participants You can license additional participants if you wish Configuring 3CX Webmeeting Follow these steps to configure 3CX Webmeeting on your phone system Step 1 Enable the 3CX WebMeeting feature 3CX Webmeeting requires 3CX Phone System Version 12 SP5 or later By default you can host meetings with up to 3 participants If you need more you need to obtain a license key More information and pricing ca
75. er that access has been granted The user can then proceed to dial the desired external number e Disallow use of extension outside the LAN Blocks any registrations from outside of the network This setting applies to IP Phones e Block remote tunnel connections Blocks the extension from being registered outside of the network even if it uses the tunnel feature which is seen as a local registration 35 Access This section allows you to configure to which portals this user extension has access e Allow 3CX Management Access Allows the extension to have access to the 3CX Management console This option also has additional permissions that you can set up by clicking the Configure Permissions button next to it Configuring Extension Management Permissions Once you enable 3CX Management Access you need to also configure the Management Console Access permissions To do that click on Configure Permissions Edit Extension 100 John Scotty 2 Edit Extension settings and dick OX or Apply to save changes General Voice Mal Forwarding Aules Phone Proweioning 3CKPhone Other Options Office Heurt Scheduling Rights Options Record al cals Cal mening Bensons Management Send email naticstion on mased cal Do not show extension in ICX company phonebe Kestichons le Goba Extension Manager Disable Edengion Disable External Cals F WolP Trunk Administrator PIN Protect System Achministrstin Disali
76. es node Select the queue that you want to add an external agent to and below the list of queue agents click the Add button in the Add External Agent Number line as shown above Fill in the external agent s details an extension will also be created for the external agent Press OK when done and the external agent will be added to your queue 3CX Phone System PRO Edition 3CX Phone System Pro edition adds additional Call Centre like features to 3CX Phone System No further installation is required you just purchase the module reactivate your existing key and the additional call queue features will become available Additional Queue Strategies With the Pro edition you have these additional Queue strategies Longest Waiting will forward a call to the agent who has been waiting the longest for a call Least Talk Time will forward the call to the agent with the least total talk time Fewest Answered will forward the call to the agent that has answered the least number of calls Hunt by threes prioritized will forward the call to the top 3 agents as configured in the call queue agent section simultaneously Hunt by threes random start will send call to 3 random agents simultaneously Round Robin will target agents in round robin manner i e first call will be sent to agent 1 the second call to agent 2 and so on Additional Queue Options ICA Phone System Pro Edition Options Callback Option for this Queue Disab
77. etup 6 Note that in the Internal External FQDN fields you need to specify your Fully Qualified Domain Name which specifies the hostname and the domain name including the top level domain and NOT your internal external IP Any misspellings or mistakes done at this stage will create unresolved domain names which is something that will require the uninstallation and reinstallation of 3CX Phone System to fix Click Install to start the installation of 3CX Phone System Setup will now copy all files and install the necessary Windows services When set up has completed copying files and installing the services the 3CX Phone System Configuration Wizard will start To complete the install and proceed to configure your system click Finish 3CX Phone System Configuration Wizard The 3CX Phone System configuration wizard will walk you through a number of essential tasks that you need to do in order to get your system up and running After it starts up you will be asked to select the language that you want to use for 3CX Phone System VE Welcomes cy Uers a 3 Software based PBX for Windows General Sellings Create Users Extentions L AAE things Now create one or mare intemal eviensions on 308 Phone Spatar I you have supported F Phone and follow tre appoonate configuration guide the phonies Adminginatoar Lani Ed a carn be provisioned automaticaly Phone Seltengs Extensions Upmali E slennorre VoalP
78. face 192 168 1 125 at Select Provisioning Method Local Lan In the Office Local Lan in the Office Remote Extension Out of ofica wth STUN Remote Extension SIP Proxy Manager Mode Screenshot 40 Provision a Remote Extension 1 Ensure the phone is in the same network as 3CX Phone System in order to be able to provision it 2 Goto the Extension gt Phone Provisioning tab In the Select Provisioning Method select Remote Extension STUN 4 Configure port forwarding for UDP port 5060 and UDP ports 9000 9049 on your firewall For more information see http www 3cx com blog voip howto firewall configuration overview R More information on provisioning of remote extensions can be found at http www 3cx com blog docs provisioning a remote extension Configuring Remote Extensions Using SIP Proxy Manager 3CX Tunnel For information how to configure IP Phones as Remote Extensions using the SIP Proxy Manager please follow this link http Awww 3cx com blog releases sip proxy manager Configuring Multiple IP Phones on the same Extension For information how to configure multiple IP Phones on a single extension visit this link http www 3cx com docs configure multiple ip phones 31 Extension Management Introduction This chapter explains how to create and configure extensions in 3CX There are multiple ways to create an extension e When provisioning a new phone you can choose to create a new
79. file in WAV format in PCM 8 kHz 16 bit Mono format In Windows Sound Recorder you must use the Save As option to save this format Do not use MP3 format Creating a Digital Receptionist 58 a The Digtal Receptionist Auto Attendant answers and directs cals automatically General Configure the Name Prompt and Time out for this Digtal Receptionist Virtual extension number Cannot be in use as an extension 203 Q Name Digital Receptorest Redirect To MS Exchange E Prompt Digital Reception Promp Add e lt Menu options key Extension Number 9 800 Sales 1 801 Suppor r 2 802 Finance ba 3 A a 6 7 2 9 ima E banen Eheee invalid Key Press Repeat Promt C F P JK Cancel Apply Screenshot Configuring a Digital Receptionist You can create multiple digital receptionists and link them to a particular line To create a digital receptionist 1 Inthe 3CX Phone System Management Console menu select on Add gt Digital Receptionist 2 Specify a name and virtual extension number for the digital receptionist 3 Now click on the record button and enter your extension number You will be called so that you can record the prompt Alternatively click on the browse button and specify a file that you previously recorded The file will be copied into the lt allusersprofile 3CX Data lvr Prompts gt or lt C ProgramData 3CxX Data lvr Prompts gt directory depending on your
80. g Cimtom Parameters Bikoginfeemation CDA Oupa DH Properties Synchionme contact lion Maceqeall Exchange Aequies 304 PAO License MAA Uri of Mls Eachaig segi Pips eee 2 pipt hoa pia Select ME Exchange Vaai Exchange 2013 mperonsied U ner Accom Unk Use ccoa Paccumed Parson Emal dddmam to rehine 1000 Borg Nicholas bE a com a TOT Monty F atlos Sanoa 100 Cala Chrie ibis com 1 1009 Brewer James nhada com 1004 Heike Richie ei 3cu com Configure Public Folders to Senchvorece ICAIC Sater Coniac 304 304 fupp O Loanlacts 1 Log in to your 3CX Management Console and click on the Settings node Then select Advanced and click the Company Directory Sync tab 2 Fill in the following fields a OWA link of the Microsoft Exchange Server example values shown above b Select your MS Exchange Version Note If you are Using office 365 select 2010 SP1 from the list of options here c Insert your impersonated account data that you have already created following the steps described here http www 3cx com blog docs how to create impersonated user in the lmpersonated User Account and User Account Password fields 3 Select the email address and the public folders that you want synchronized and press Apply 4 To check if your Exchange contacts have been synchronized with the 3CX Phone System Company Phonebook click on Settings and then select Company Phonebook 5
81. g users it plays extension not found If there is only one matching user the IVR plays Please hold while transfer your call and redirects the call to the user If there is more than one matching user the IVR will wait for additional digits from the user for 2 seconds If IVR waits for additional digits more than one matching user and user presses any digit the IVR will add this digit to the current input and check currently matching users If there are no matching users it will play extension not found If the user does not input any more digits 2 seconds elapsed or has been pressed and more than one user is matched then the IVR will play To call to Van Damme press 0 To call to Van 60 Halen press 1 To exit press pound In this example Van Damme and Van Hallen are the self identification prompts of the matching users Exchange Server IVR Integration This feature requires the PRO edition Exchange Server 2010 and 2013 include a voice mail and an IVR feature that can be interesting to use for companies that deploy Microsoft Exchange Server The Exchange IVR feature allows you to leverage speech recognition in your company IVR The Voice Mail feature allows you to convert voice mails to text and forward them via email Please see this article how to configure 3CX and Exchange for this integration http www 3cx com blog docs exchange server 2013 config 61 Ring Groups Paging Inter
82. guration at all is required on the client side As soon as the user switches network and 3CXPhone detects this change it automatically reconfigures itself to the appropriate state to restore connection to the 3CX Phone System The same technology is used when the 3CXPhone is launched from a terminated state Note for Android users to save battery If the user presses the home button 3CXPhone remains running in the background This willl consume more battery because a Wi Fi or mobile data network connection must be kept alive To avoid this close the application 3CX Phone System will then 23 wake up 3CXPhone using the 3CX Push service Configuring 3CXPhone for iPhone 3CXPhone for iPhone is also automatically configured to be used as a remote extension No configuration at all is required Just like Android as soon as the user changes a network and 3CXPhone detects that it is not on the same network as 3CX Phone System 3CXPhone for iPhone will switch to Out of Office mode and configure itself as a remote extension and re register on the fly In most cases 3CXPhone for iPhone will connect without problems However if there are issues then you must 1 Download 3CX VoIP Tunnel from the Apple App Store https itunes apple com us app 3cx voip tunnel id519012990 mt 8 Activate the 3CX Tunnel app In the Remote Tunnel IP field enter the public IP of the 3CX PBX Insert the tunnel port usually 5090 in the Re
83. he management console of the Slave 3CX phone System click on the Add gt Bridge menu option to bring up the Add Bridge page Enter a name for the bridge and assign a virtual extension number This virtual extension number must be the SAME one used on the Master Phone System If you select to create a slave bridge using direct UDP then you must enter a Public IP of the Master 3CX Phone System b SIP Port of the Master 3CX Phone System by default 5060 c Authentication Password The password set on the Master Phone System If you select to create a Slave using the Tunnel TCP then you must enter a Local IP of remote 3CX Phone System and port b Remote end of the tunnel Enter the public IP and port of the Master 3CX Phone System machine by default port is 5090 c Configure the port for the local end of the tunnel 5081 by default If you have multiple network cards select the IP of the card connecting to the Master Phone System d Authentication Password This will be used to authenticate with the Master This must match the credentials entered on the master You will have to forward TCP and UDP port 5090 on the firewall to the Slave 3CX Phone System Specify a prefix to be used for this bridge l e if you specify 7 then a user must dial 7100 to reach extension 100 on the other 3CX Phone System Select if you want to publish and receive presence information from the
84. honebook and select Import 3 Browse to your saved CSV file select it and click Open 4 Your Company Phonebook entries will be imported into 3CX You can download a sample Phonebook import file from here http downloads 3cx com downloads misc ImportCompanyPhonebookSampleV12 csv You can export your phonebook entries from the Company Phonebook in order to save them as a backup or for modify them and importing them back at a later stage To export your phonebook entries follow the next steps Log into the 3CX Management Console and click on the Settings node Click on Company Phonebook and click on the Export button After that select a file location and a file name for your CSV file Press Save to export and save your Company Phonebook a o a Using the Phonebook To use the phonebook users enter a name or part of the name in the Dial edit box in 3CXPhone 3CXPhone will automatically resolve the name or part of the name to a phonebook entry To launch a call the user just selects the name and clicks the Call button Synchronising with Exchange Server The Exchange Connector allows you to connect the 3CX Phonebook with Microsoft Exchange Server 2007 2010 2010 SP1 2013 and import Exchange contacts to either the company or the personal phonebook The following import functions are available e Import Global Address List GAL into the 3CX Company Phonebook e Ability to select a public folder of
85. hould happen if the call does not get answered by the ring group Paging Paging allows someone to ring a group of extensions and make an announcement via the phone speaker The called party will not need to pick up the handset as the audio will be played via the phones speaker The person paging will not hear any audio back from the people being paged Both paging and intercom features require a phone that supports intercom and that is configured to allow it To add a paging group 1 Click on the Add gt Ring Group menu option to bring up the Add Ring Group page 2 Now enter the ring group options a Virtual machine number Specify an extension number which will be used for this paging group b Name Enter a friendly name for the ring group c Ring strategy Select the Paging ring strategy d Ring time Specify how long the phones should ring for 3 If you have phones that support multi cast and you have a very large installation with specialized requirements you can enable the Multi cast option For most installations this option is not required 4 Inthe section Ring group members specify the extensions that should be part of this paging ring group Simply click on the extensions and click on Add gt to make them a member Important Before using the Paging or Intercom feature make sure that you have specified the paging intercom prefix number by going to the 3CX Management Console gt gt Settings gt gt Adva
86. ice 16 Call Reporting 17 Monitoring your Phone System Section 6 Firewall amp Network 18 Firewall amp Router Configuration 19 The 3CX Tunnel Session Border Controller Introduction Licensing Support What is 3CX Phone System for Windows 3CX Phone System is a software based IP PBX that replaces a traditional PBX and delivers employees the ability to make receive and transfer calls The IP PBX supports all traditional PBX features but also includes many new mobility and productivity features An IP PBX is also referred to as a VoIP Phone System IP PABX or SIP server Calls are sent as data packets over the computer data network instead of via the traditional phone network Phones share the network with computers and separate phone wiring is not required With the use of a VoIP PSTN gateway you can connect existing phone lines to the IP PBX to make and receive phone calls via a regular PSTN line You can also use a VoIP Provider which removes the requirement of a gateway 3CX phone system interoperates with standard SIP softphones IP phones or smartphones and provides internal call switching as well as inbound and outbound calling via the standard phone network or via a VoIP service How an IP Phone System Works A VoIP Phone System also referred to as an IP PBX generally consists of the IP PBX server one or more SIP based phones and a VoIP PSTN Gateway or a VoIP service provider The IP PBX server is similar to a p
87. ice provider gives you the ability to make calls via your internet connection This is explained in the next chapter To make amp receive external phone calls via your regular phone lines you will have to buy and configure a VoIP gateway or VoIP add in card This chapter explains what they are and how to configure them What is a VoIP Gateway or VoIP Add on Card A VoIP gateway is a device which converts telephony traffic into data so that it can be transmitted over a computer network In this manner PSTN telephone lines are converted to SIP extensions allowing you to receive amp place calls via the regular telephony network VolP Gateways exist for analog lines as well as BRI PRI E1 lines and T1 lines VoIP cards do the same thing but are add in cards that are installed into an existing computer What is a Port A port is a physical line outlet on a gateway or VoIP card In the case of an analog line one port is used for each voice channel In the case of BRI ISDN one port allows for 2 voice channels and in the case of E1 or T1 ports each port represents 30 and 23 channels respectively Just as it is necessary to configure a phone to register with the phone system it is also necessary to configure the VoIP gateway or card to register its ports with 3CX Phone System Each port gets a SIP user ID Password and virtual extension number To the IP PBX the PSTN line appears just like any other SIP extension which can be used for e
88. igure email alerts to be sent to you for critical events from the Settings gt General gt Email notifications tab These events are also posted to the Windows events log as application events so that you can monitor the events using your network monitoring package The following server events are posted to the log A person dialling the Emergency number ID 4099 Changes to the status of a SIP Trunk ID 4100 A trunk failover occurs i e the backup rule is triggered ID 12289 A Trunk or VoIP provider account responds with an error code ID 12294 This could happen if your account is inactive or reached the credit limit Upon registration or unregistering of an IP Phone ID 4101 The licence limit has been reached ID 8193 7 An IP is blacklisted ID 12290 This can happen if an IP has reached the maximum number of failed authentication attempts Frequently this points to a hacking attempt 8 An IP is blacklisted because of too many requests ID 12292 This happens if the web server anti hacking module blocks an IP because of too many requests 9 A Call Back request is triggered by the queue module ID 102 10 Failure of a DNS resolution ID 12293 This event occurs when the remote VoIP provider could not be contacted This could occur when your internet connection is down or the specified IP or FQDN for the VoIP provider is incorrect or down Failure of resolving an IP via STUN ID 12295 This happens when the STUN ser
89. ilable on the 3CX Website the 3CX Phone System Server downloads the update to 3CXPhone for Windows and Mac OS and notifies the 3CXPhone users If a user has an out dated 3CXPhone upon starting 3CXPhone he will be shown a message informing him that a new version of 3CXPhone is available 3CXFhone Updater An update for 3CXPhone for Windows 5 available for download from your JX Phone System Update now or press cancel to update late Screenshot 8 3CXPhone Notifying the User about New Updates Once the user accepts the update the downloader will start and download the new installation of 3CXPhone 21 Downloading new version please wait 215 Kb sec Screenshot 9 3CXPhone Updater Downloading the Latest Version After the file download is finished the new client will be installed automatically and 3CXPhone will restart on its own for the upgrade to complete The Mac OS client downloads the new dmg file and mounts it for the user The user now needs to drag it to the application folder within the dmg bundle and select replace When this is completed you can launch the 3CXPhone app from the dock The Android and iOS clients update automatically through the Google Play store and the Apple App Store depending if automatic update is activated on the iOS device when they detect a newer version of the client online Using 3CXPhone for Android iOS and Windows A web based user manual exists for all three 3CXPh
90. ime Zone for Yealink Tiptel Phones Time Zone for Grandstream Phones Time Zone for Snom Phones 2 Greece Athens Time Zone for Aastra Phones Time Zone for Polycom Phones GMT 2 00 Israel Cairo Athens Helsinki w Daylight Savings Time Configure Daylight savings time Enable Daylight Savings Time oO Start Time Month Day Hour oO End Time Month Day Hour 7 Offset minutes Generate SIP Phone phonebook provisioning files in the following order C First Name Last Name Last Name First Name we Screenshot 10 Phone Provisioning Provisioning Network Configuration Make sure that the internal IP address is set to a valid interface IP To provision remote extensions either the FQDN or the public static IP address should be specified IMPORTANT The Public IP or FQDN MUST also be specified in Settings gt Advanced gt Local Sip Domain Otherwise remote phones connecting via STUN will not be able to place calls with error Forbidden 25 Time Zone 3CX will automatically provision the timezone to the phones However since each phone has its own time zone configuration method you need to select the appropriate time zone for each brand Daylight Saving Time Snom phones will apply the DST changes based on the time zone country selected For Cisco Polycom and Yealink IP phones the DST date and the offset needs to be configured manually depending on the country This configuration needs to be reviewed e
91. in the group You can select which user will be the Manager of the group by 1 Clicking on the Member Rights tab then clicking on the user s name in the Extensions in this Group Member list 2 You may then select the Role of user in this group where you may select Manager or User and accordingly the user will be granted the rights of a manager or a user You can configure one or more Managers for any group Typically this would be a department supervisor Group Managers will be able to see the call details of everyone within that group Group Default Rights 41 J Exbencsions in this Group Members Daiaut Group Rights Member Rights Manager Gmup Faghts AYONA you give fhe manager foe bo wi have Mma ipren nyis aophed autemalically Can see group calls A G show presence to group members ci Show calls to gepup members zj 2 F fom operons diret ioner iake on any active call to guup members ww Can Barge in Barge Listen or Whisper Can Intercom 1 Aow paking d Q Allow VA control 0 Aiow users to show hide group presence info User Group Fights Amane you give user mie to wal have the hollowing iois apma mioma ai Len set giup members ca T Can see group calls Show presence to grup members Ei 7 Show calls to group members wv g Peto operations kivel iranster lakeon any active call to group members Z Can Barge in Erge Listen or Whisper E 7 Can intercom O0
92. ions 3CXPhone only 2 You can configure e Disallow use of 3CXPhone e Hide the Forwarding Rules Removes the ability for the user to configure his her forwarding rules from within the 3CXPhone client These options will only be available from the 3CX Management Console e Show Call Recordings Allow Deletion of Recordings Adds the call recordings allowing the user to manage their call recordings e Configure default phone mode to use in the 3CXPhone for Windows Configure which phone mode Softphone or CTI must be used by default e Default Startup Screen Sets the default appearance of the phone to the dial pad or the presence screen e Use 3CX Tunnel for remote connections Configures 3CXPhone to use the 3CX Tunnel for the out of office connection to the 3CX Phone system rather than connecting directly via STUN SIP port of the pbx It is advised to turn this option ON to avoid intermittent connection problems absence of audio from remote locations to the phone system Configuring 3CXPhone as a remote extension Prerequisites for having remote extensions are explained in detail in the Configuring Remote Extensions section in the Configuring amp Managing IP Phones chapter 3CXPhone for Windows Mac Android 3CXPhone for Android Windows and Mac are automatically configured to be able to be used as remote extensions using the 3CX Tunnel or in direct STUN mode depending on the setting of the extension No confi
93. k Bridge O Type of Bridge Configure whether this badge should be master dave or use the tunnel Type of ICX Bndge Slave Drea UOP v Outbound ne prefix to reach remote ICX PEX Q Bridge Selected Slave Direct UDF This Slave Bridge wil register with the remote system in Direct UDP mode all traffic wall be sent via UDP and wil use multiple ports Remote end of Bridge Tunne Public IP of Remote 30 xe Pot 5060 Authertication Password O9ge 1e5y ad o Time between registration attempts n seconds 60 wa Screenshot Configuring a Slave Bridge 76 General Enter Virtual Extension Number and name of this bridge Virtual extension number 10001 Name of bridge London New York Bidge Type of Bridge Configure whether this bridge should be master slave or use the tunnel Type of 3CX Bridge Slave Tunnel TCP v Outbound rule prefte to reach remote SCX PEX Bridge Selected Slave Tunnel TCF This Slave Tunnel will register with the remote system using the 3CX tunnel The tunnel option allows all SIP and RTP trafic to be sent wia a anga TCP port Local IP or Hostname of remote 3CX Phone System 10 10 10 25 Port 5060 F Remote end of Bridge Tunnel Fublic IP of Remote 30X KXXX 7 Pon 5090 Local end of Tunnel 192 168 1 70 v Po 5081 Authentication Password noeSwi E ex Time between registration attempts in seconds 60 7 T Screenshot Slave Bridge Using the 3CX Tunnel In t
94. led v Wrap Up Time econds Masdenium Cahers in Queue Reset Cal Statistics for thie Queue Reset Reset Queue Statistics via schedule Configure Pat ooo _ Priority Queue E L Gwe caler ability to opt out of recording TMF 3 7 Configure SLA Time seconds 7 Queve Email Notficatians Selec Qqueve manager edension number Delect 100 101 1D 103 104 1s IUE 17 _ Notify Queue Manager via email when SLA time has been Breached L Notify Queue Manager when a Callback is made C Notify Queue Manager when a Callback fais C Notify Queue Manager when a Queue call is los ooo Screenshot Pro Edition Options In the PRO edition you have additional options that you can configure You can enable a Callback option this allows callers to hang up and get called back when it s their turn This option requires that you specify an outbound rule on which the call back is to be triggered The Call Back option can be requested by the caller Option 2 or it can be offered if the timeout of the queue is reached You can specify the wrap up time in minutes this gives the agent time to enter notes into the call record after taking a call You can specify the maximum number of callers in the queue when this is reached the caller will be routed according to the setting in the Destination if no answer section 67 Reset Call Statistics for this Queue Detailed statistics for the queue such as average call time
95. m which means that the LDAP search will take place in the 3CX Contacts container in the cyprus com domain Taking that in consideration you need to specify your search base according to your LDAP configuration Add a number of days that the System will wait before removing contacts 81 PETERE W srs hey Lag Get enn wg MAPEP cae Sah Add VOIP Brander Ward fp Create Ootbound Pale dys Crease 00 rr T Baht it Dette agi iroot A Egat yy y Saw Piter First Hane Last hiara Moble Hora ogri 221d N 7 22105785 Boone 220665 i 221 22105766 Branagen 220Bosi 22105747 Brera 2105748 ad PAARE Gur Diare 22105765 4 Dava 210577 thal 4 WoIP PSTN Gateways WolP Parajea at inbound Ries ot wf Dii fe QutBeurd Fides A Digis Receptionist ars 22105751 22106782 2105783 42105 54 22105795 22105756 22105757 221045758 2105759 22105700 22105761 22105762 Part re a2 105728 Cooeogeeegeeeesggs ePPPEEETITENY When a you receive a call the Company Directory Manager service which monitors all calls will search for a match in the the company phonebook If a match is not found then it will search the LDAP Server and if a match for the contact is found then it will be added it to your Company Phonebook directly as shown above File Add View Settings Links Help ee _ Extension status if Server Activity Log J Add Extension gi Add PSTN Gateway 6 Adla VOP Provider Wir Ap Croate Duibound Rul Ap Create D
96. members Allows the user to see group member presence Can see group calls Allows the user to see calls made by group members Show presence to group members Shows the user s presence to group members Show calls to group members Shows user s calls to group members Perform operations divert transfer take on any active call to group members Can Barge in Can barge in to calls made by group members Can Intercom Allows the user to intercom other extensions Allow parking Allows the user to park calls Allow IVR control Allows user to control the IVR j Allows to manage Company Phonebook Allows the user to add edit Delete contacts from the Company Phonebook via the 3CXPhone for Windows Client 4 Select the options that suit your needs accordingly and then click Apply to apply the chosen rights 3 sa oa90o0o Importing amp Exporting Extensions 43 If you need to create a large number of extensions it is handier to bulk import the extensions There are two ways to do this using Active Directory or a CSV file Importing from Active Directory Alternatively you can import directly from Active Directory or other LDAP servers via LDAP Every time a change is made to the user configuration in Active Directory users can be re synchronised in which case only the updates will be imported A description of how to do this can be found at http www 3cx com blog docs import active directory Exporting i
97. mote Tunnel Port field Enter the Remote Tunnel Password as configured by the administrator on 3CX Phone System Click on Start 7 Switch back to 3CXPhone for iOS and go to Settings gt Accounts gt Select the appropriate account gt scroll down and set Use 3CXTunnel to ON 8 Make your call ae 2 o D Note According to Apple iOS app standards every time you press the home screen and the application goes to the background 3CXPhone for iPhone will go into background mode and 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 procedure to preserve battery life The use of the combination of Apple Push Service and the 3CXTunnel at the same time is not recommended as the tunnel needs to be started before the call can be picked up from the Push Message This means that if 3CXPhone has been idle for more than 10 minutes you will need to do the following 1 Launch the 3CX Tunnel app 2 Confirm that it is started and connected If the status is stopped click on Start and wait until the status changes to Connected 3 Launch 3CXPhone and after a successful registration you can proceed and make your calls 24 Configuring amp Managing IP Phones Introduction After you have installed 3CX Phone System you will be able to configure your IP phones and assign extensions to each
98. mporting to from a CSV file Create a spreadsheet with columns for each field that you wish to import and save this as a CSV file You can find a detailed description of fields as well as a link to a sample import file at http www 3cx com blog docs bulk extension import 1 Log in to the 3CX Management Console and click on the Extensions node Click on the Import extension button 3 Browse for your extension CSV file select it and click Open to import your extension to the 3CXPhone System If you need to export your extensions to a CSV file format to either save them as backup or to make a lot of changes to the users follow the next steps 1 Log in to the 3CX Management Console and click on the Extensions node 2 Select the extensions that you want to export and click on the Export extension button 3 Type ina file name and save the CSV file 44 Adding PSTN lines via a VoIP Gateway Introduction External calls can be made on PSTN phone lines or via VoIP providers A traditional PBX requires you to connect the PSTN lines to the PBX hardware box however in the case of 3CX Phone System you have more options e Connect PSTN lines physical phone lines to a VoIP Gateway situated on your internal network e Connect PSTN lines to a VoIP add in card installed in the 3CX Phone System machine or on another machine e Use a hosted phone line from a VoIP Service Provider In this case the VoIP serv
99. n be found here http www 3cx com pricing Activate or Upgrade License a Settings 3CxPhone Enter new 3CX Web Meeting key Web Meeti S 3 License Key Upgrade ey Firewall Checker 87 Company Phonebook Customer details wi Phone Provisioning Company Network Contact Name vibe i ah Security JE a E mail i General ety Advanced Telephone i Emergency Numbers Country lt select gt fl Svetem Pramnta 1 Navigate to Settings gt Webmeeting section 2 Select whether you will use 3CX Webmeeting for up to 3 participants included with every 3CX Phone System license or whether you will buy a 3CX Webmeeting license to get more participants In this case you must enter a license key 3 Enter your company details 4 Click Activate Step 2 Create your Webmeeting Account A Webmeeting portal on our 3CX Webmeeting Servers is required so you can start creating meetings Web Meeting 44 Web Meeting Activate License Portal Management Users and Access Protal Management Region Europe of Portal URL sip CX EU Portal Admin Username 103 Nick iHome nb 3cx fi Portal Admin Password seeneaee came Create portal Delete portal Change Admin To create an account 1 Click on the link Create an account After activating the license 2 Select the Region that applies to you 3 Enter your URL Normally the company name This URL will be shown in the meeting Invites i e
100. nable Port Forwarding Specify the PBX s Local IP Address which we had set previously to 10 0 0 181 Set the Type to TCP Set the Port Range to be from 5090 to 5090 only one port Set the Comment field to 3CX Tunnel Click on the Add button followed by the Apply button Your firewall configuration is now done oa iy Step 3 Configuring the Bridge Remote IP Phones or 3CXPhone After you have configured the local tunnel connection and the firewall the tunnel is now ready for use The 3CX Tunnel technology can be used in the following scenarios Connect Remote 3CXPhone Users 3CXPhone for Windows and Android have a built in tunnel that will be used automatically when 3CXPhone detects it is not on the LAN No configuration is necessary in 3CXPhone In the case of 3CXPhone for iPhone the tunnel must be downloaded as a separate app from the Apple App Store as it s not allowed to integrate the feature directly into 3CXPhone for iPhone In this case the user must switch on the 3CX Tunnel App when problems are experienced with the network connection For further information about 3CX Tunnel options in 3CXPhone see the chapter Configuring the 3CX Phone System Clients 3CXPhone Connect 3CX Phone Systems via a Bridge 91 When creating a Bridge to another 3CX Phone System you can choose to use the 3CX Tunnel rather than a direct connection To configure a Bridge using the 3CX Tunnel see the Chapte
101. nced gt gt Dial Codes tab and adding the paging prefix in the Paging field 11 for example Also make sure that the user who is trying to page a group has the right to do so To do this go to the user s extension properties gt gt Rights gt gt Check the Can Intercom option in Rights currently assigned Note The Ring time and Destination if no answer options will be ignored since they are not relevant for paging Intercom The intercom feature allows a phone system user to make an announcement to a single extension In this scenario the audio is two way and the called party can respond immediately without picking up the handset To call a user via the intercom function 1 Prefix the extension you wish to call with the paging intercom prefix that you specified by going to Settings gt gt Advanced gt gt Dial codes gt gt paging field and filling in the field followed 63 by the extension number For example you specified the paging prefix to be 11 to make an intercom call to extension 100 you should dial 411100 You can announce your Message 64 Call Queues Introduction Call Queues allow calls to be queued whilst agents members of a call queue answer calls Calls do not go unanswered but are queued until an agent is available to take the call For example you can define a group of 3 sales people and have the general sales number route to a sales call queue If all 3 sales people are
102. ole e Allow Admin operations Allows the extension to delete recordings and configure call types in 3CX Web Reports e Can download any Recording if this is enabled the extension can download any recording from Web Reports e Allow Wall Board Access Allows Access to the 3CX Wallboard e Allow Hotel Module Access Allows the extension to have access to the 3CX Hotel Module e Access Password for 3CX Web Services This is the password that has to be used for access to the above 3CX Services Office Hours Scheduling Edit Extension 100 John Scotty General Voice Mail Forwarding Rules Phone Provisioning 3CKPhone Other Options Office Hours Scheduling Rights m Configure Hours These settings will be applied for ALL Profiles for this particular extension This extension uses Global Office Hours O This extension uses Specific Office Hours Jontigqure Automatically switch to Away during Break times Configure 7 Automatic Etension Scheduling These options will automatically change the status and functionality of your extension based on the time of the day Automatically Set to Out Of Office 7 Log out from queues when not available Away Out of office 7 Block Outbound calls outside of Office Hours 7 h lt gt Screenshot Office Hours Scheduling Tab The Office hours Scheduling feature allows a user to be set to Out Of Office status based on global office hours or specific office hour
103. one platforms and can be found here Android hitp www 3cx com 3CXPhone Android Manual IOS http www 3cx com 3CXPhone iPhone Manual Windows http www 3cx com 3CXPhone Windows Manual Mac OS coming soon Managing 3CXPhone The administrator can review all connected users that are using 3CXPhone from the 3CX Management Console gt 3CXPhone Clients tab This shows all the users who are currently logged in and using 3CXPhone including their IP and the client version type they use If the extension is not listed in the 3CXPhone Clients tab the client is not currently connected The administrator can control what configuration options are available in 3CXPhone per extension from extension gt 3CXPhone options 22 uw Edit Extension settings and dick OK or Apply to save changes General Voice Mail_ Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Rights aCX Phone Options The options below allow your extension to integrate with 3CXPhone Disallow use of 3CXPhone g0 Hide Forwarding Rules g Show Call Recordings rz Configure default phone to use in 3CXPhone for Windows P Phone via CTI Default Startup Screen Dial Pad Use 3CX Tunnel for remote connect
104. other 3CX Phone System Receiving presence information from a remote PBX requires a PRO edition license If you select to receive presence information you need to select which extensions are allowed to see presence information from the remote PBX Accept all other defaults and click Next to create the bridge Calling a Party on the Other End of the Bridge To dial a number on the other end of the bridge you must dial the assigned prefix plus the number of the person you wish to call For example dial 8100 to reach extension 100 on a remote phone system The number 8 would be the prefix assigned to the bridge to reach that remote phone system 17 The Phonebook Directory Service Introduction The phonebook feature allows you to easily publish a companywide phonebook Used in tandem with a personal phonebook it allows users to quickly launch calls without wasting time finding a person s number and subsequently entering it in the phone Fle Ada Mew Settings Links Help Ji Extension stetus uf Server actratyLog Add Extension Sy Add PSTN Gateway Bib Add VOIP Proveder Werard iy Create Gutbound Rule Ay Create GID ee I 3CX add Edr Gib Deets ert ipot O Show Aie AA Phe AR Fimi Name Last Hame Niobe Company Mobile 2 Home Home 2 Emmen nee Sy Blake Edaen FATE xx 53105651 sha ZENT Hi 2 Sam Extensions Erena Erickson 2710564 XX 32105687 ZT 20ST FHE Y 3CXPhone Oeni Brson Farel 22105535 X 2H zA ISA FDS I Remote Connec
105. ow use of extenson qutsige the LAN Block Remote Tunnel Connections Aes Allow 30 Management Console Access Configure Fecmissions Allow IA Wea Reports Access Alow Admin Operatena Can download any recording Allow SCX Wallboard Access Allow 30 Hotel Module Access Access Password for 30 Web Seraces oooga i t s OK Canca App Extension Settings Options You will be shown the above management permission options e Manage your own Extension This option only allows you to manage and access your own extension when you log in to the 3CX Management console using your extension credentials e Group Department Manager When enabled it allows you to manage and edit extensions that belong to his group s e Global Extension Manager This allows you to manage and edit all the extensions on the 3CX Phone System 36 e VolP Trunk Administrator When this option is enabled you can add and configure VoIP Gateways VoIP Providers and Bridges e System Administrator This allows you to access edit modify System Extensions Queues Ring Groups and Digital Receptionists and to also have access to Settings and 3CX Phone System Updates Note These options will also affect the 3CX Management Console view when you log in using your Extension number and Access Password for 3CX Web Services e Allow Web Reports Access Allows the extension to have access to the 3CX Web Reports cons
106. partment E mail info 3cx com Telephone 357 22444032 Country CYPRUS v Reseller Details Specify from which 3CX reseller you bought this 3CX license Free Version Activate Cancel Screenshot 2 Activating Your License Enter your license key Company Contact Name E mail Telephone Country and the name of your Reseller The company who you bought 3CX from and click on Activate to activate your license This information will be sent to our license key server and your license key and installation will be activated a service restart will be required at this point so please keep that in mind when you activate your license Please note that in order to be entitled to your first year of free upgrade insurance your details must be inserted correctly These details are reviewed at the 3CX HQ and if they are not correct the upgrade insurance will not be activated You will need to do this each time you re install 3CX Phone System on a new machine or when a change in the local network topology occurs for example the local IP address changes System Prompts Language 3CX Phone System ships with a US English prompt set by default Prompts are recorded voice files that are played by the system to callers and users of the system For example when a user picks up their voice mail the system prompts will instruct the user what buttons to press in order to hear or delete voice messages To change the system prompts to a different l
107. phone is manually configured the authentication details need to be entered manually in the phone s configuration Voicemail 32 Edit Extension 100 John Scott G Edt Extension settings and cick OF or Apply bo save changes General Voca Mail Forwarding Rules Phone Provisioning 3CKPhone Other Options Office Hours Scheduling Rights Voce Mal Configuration F you ar unable to anewer a call you can alow voice messages to be taken Enable Voice mail vl g Disable Voicemail PIN Authentication Oo Play Caller ID o0 PIN Number s O Read out date time of message Do not read kd T7 Biisi Options Ma emad nat ication v O Manage greetings WAVY fies in user s folder new greeting 2 wav a Add mew new greeting wav St IG prompt way t Record from phone E Refresh WAV files 4 Deets gt Play on phone hal Play __ Play ths greeting for all profes new greeting 2 way vi gt Available greating Play Defaut we Away greeting Play Def aut wl 5 Out OF Office greeting Play Diet ait wi gt Online From Home greeting Play Def aut y out of office away from work greeting Play Defaut s E OK Cancel Apply Extension Settings Voicemail Tab The Voice Mail Configuration tab allows you to configure the extension s voice mail preferences including the voicemail PIN number for authentication enable disable PIN Authentication play Caller ID and if you want 3CX Phone System to read out the Caller ID and the Date time of when the message was
108. pted to select your country This will be used to determine the International Dialing Prefix 9 The following step will ask you to assign an operator and voice mail extension The operator extension is the default extension used to route all inbound calls to You may select one of the extensions that were created in the previous step The voice mail extension will be the number that users will call to retrieve their voice mail You need to ensure that this number is not used for any other purpose e g an emergency number in your country 10 The wizard will then prompt you to specify the countries and regions to which calls can be made Calls to countries which are not selected will be blocked This is feature reduces the risk of VoIP toll fraud 11 In the next stage you will be asked whether you want to use a VoIP provider You can select which VoIP provider to use specify the server name proxy if applicable account details and outbound rule prefix If you do not want to configure a VoIP provider at this stage or you want to specify one later from the 3CX Management Console click the Skip button 12 The 3CX Phone System Wizard will now ask whether you would like to receive a quote for a complete 3CX Phone System If you do fill in your details and a 3CX partner will send you a detailed quote You can skip this step if you do not need a quote at this stage or if you have already purchased a license key for the system Logging into th
109. r Connecting 3CX Phone Systems Connect Remote IP Phones via the 3CX SIP Proxy Manager When using remote IP Phones you can use the 3CX Tunnel technology by using the SIP Proxy Manager The SIP Proxy manager is a small Windows service which integrates the 3CX Tunnel technology and tunnels all VoIP traffic to the 3CX PBX IP Phones are configured to route their traffic via the SIP Proxy manager In addition to resolving firewall problems the SIP Proxy manager is also able to connect phones on the remote network directly without having to pass the VoIP traffic to the PBX thereby saving greatly on bandwidth For example if a company has a small remote office with 5 phones employees in that office can call each other without the audio traffic being routed via the PBX The PBX will just setup the connection but audio is sent directly between the phones To configure an IP Phone or 3CXPhone using the 3CX Tunnel see the Chapter IP Phones or 3CXPhone 92
110. ransfer Create and manage conference calls with a few mouse clicks Uses CTI API on the phone to make calls 6 Click To Dial support 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 and from call history entries When you start a call using MakeCall the desktop IP phone will be called from the 3CX Phone System and on the phone s display you will see MakeCall After you pick up the handset the call will be placed on hold and a call to the destination is made from the 3CX Phone System Once the receiving end answers the call music on hold will stop and the call will connect to the callee Ot ee INS Installing the 3CXPhone 3CXPhone is installed via the Apple App Store for iOS devices Google Play for Android devices DMG bundle for Mac OS MSI file for Windows depending on the platform you need it for The installation links are sent in the user s welcome email and the configuration file is attached to it as well Windows 3CXPhone for Windows is available as an MSI file You can download the latest version here http www 3cx com Downloads 3CXPhoneforWindows12 msi The first time installation requires administrative rights As long as the default installation path has been chosen the provisioning of the 3CXPhone and future updates do not require administrative rights You can deploy the setup
111. re gt e urba Ha ered Ta a guru ii Eiio Statin Jo Gpe Diamo deta a Basas Murab i E SCP Dieta are ey Am i Hee oera a Ps Wri Phiri Poling Sheabegy Ping Al af Saree aiey Ley Ping a eco x 7 of Saree Event Leg T i Da Ges Boers ae epee Sass be ceca el bee epee ae a Ca Ce ia Peet br t he Cael Gee i ed ts Si wa WelP SPS 1 Gales da JP Priden a P i Mz Eder a an pound Sun DS Bridges IDI deck Sores a T Jah Senet 5 i 2 iF in iG Ln Hir 71 dees Ceckirecn E z a ae L 10 Ais ire Fil 107 Siam Withers Up ia Diggs Pescara OI Bara Miriga i5 Secr Cran Ring Grapa 107 feyree Mae Garcia S09 heba Sates Cow J Cal Gueues EEC 453 Darid Firmini r Salen A 1 Aiie Criar id BES dopa Fie Grah E i e rr P Jiii FF iid Edna Aged Huber al Sear LK Sale LEA Deum Frey reese x Ta ih jE ip Fam badinan r i Sere i St Phone Setters Upcates Erie i Pre eae teed rete Se ee eter Get Acer n bki b hip Con For Esma ee Aas i ren imu Peete o GR Ste USL ea muber Edarnion Puris Fir Ham Dik iire Erai adima Eicma Agii hier ug Weer cn fend ahkio Bid gt T ce Screenshot Adding an External Agent 3CX Phone System also allows you to add external numbers as agents of a Queue This is particularly useful in case you want to use a mobile number a remote extension or even a VoIP number as an agent of a queue To add an external agent to a queue 66 3 4 Open your 3CX Management Console and click on the Call Queu
112. received You can also choose to send an email to the email address configured for the extension when voice mail is received The Manage greetings section you to configure your Voicemail greetings The following options are available e Add new Allows you to add a new greeting from a wav file e Delete Deletes a Play on Phone Plays the recording file on the UP Phone connected to the extension that you specify greeting file from the greeting list on the left e Record from phone Lets you record a new greeting file from your phone and add it to the greetings list on the left Refresh WAV files Refreshes the list of WAV files in the user s folder Play Allows you to download the greeting file to your computer You can also choose whether to play the same greeting file for all your statuses or configure different greeting messages for each status 33 Forwarding Rules Each extension can have a set of call forwarding rules that define what 3CX Phone System should do when the extension user is unable to take an incoming call This can be configured based on the user s status the time the caller ID and whether the call is an internal or external call Each status requires a call forwarding rule For example if the user is unable to take a call whilst his her status is Available you can forward the call to voice mail whilst if the status is set to Out of Office you could forward it to his her mobile Call forwar
113. require different criteria than a rule that applies to a VoIP provider A complete example showing how to create an outbound rule in 3CX Phone System can be found at http Awww 3cx com blog voip howto outbound rules a complete example Creating DID Numbers Inbound Rules Many companies provide users and or departments with Direct or DID numbers which allow their contacts to call them directly bypassing the receptionist DID numbers are referred to as DDI numbers in the United Kingdom and as MSN numbers in Germany Even if you make use of a digital receptionist a direct line number is often preferable because it s more convenient for the caller Direct numbers can be easily implemented using DID numbers DID numbers are provided by your VoIP provider or Phone Company and are virtual numbers assigned to your physical lines Usually you are assigned a range of numbers which is linked to an existing BRI T1 E1 There will be an extra charge per number or per range but this will be a fraction of the cost of adding physical lines Enquire with your Phone Company or VoIP provider for more information on DID numbers 54 t Salen Ne een Pot dentia Wal Une Nuer T Out of Office Hours B ISDN line peer 10001 10001 100 100 S ISDN line 101 10001 10001 101 101 ISDN line 102 10001 10001 102 102 ISDN line 103 10001 10001 103 103 ISIDN line 104 10001 10001 104 104 ISDN line 105 10001 10007 105 105 i ISON line
114. roxy server SIP clients being either soft phones or hardware based phones register with the IP PBX server and when they wish to make a call they ask the IP PBX to establish the connection The IP PBX has a directory of all phones users and their corresponding sip address and thus is able to connect an internal call or route an external call via either a VoIP PSTN gateway or a VoIP service provider London Office VOIP Gateway Eo Brige C VOIP Provider Internet intanet Remote Extensioniintemet Remote Worker with soft phone External Extensionitintemet L Hong Kong Roaming worker mobile with Wireless viad i p DH lt New York Office IP phones Figure VoIP Phone System Overview The image illustrates how an IP PBX integrates on the network and how it uses the PSTN and or the Internet to connect calls SIP Phones A VoIP phone system requires the use of SIP phones These phones are based on the Session Initiation Protocol SIP an industry standard to which all modern IP PBXs adhere The SIP protocol defines how calls should be established and is specified in RFC 3261 SIP allows the possibility to mix and match IP PBX software phones and gateways This protects your investment in the phone hardware SIP phones are available in several versions types Software based SIP phones A software based SIP phone is a program which makes use of your computers microphone and speakers or an attached h
115. s Firewalls that cannot handle VoIP traffic correctly or which are very problematic to configure correctly such as o Microsoft ISA Server o SonicWall How it Works 192 168 0 2 10 0 0 181 192 168 0 1 m 83 218 59 217 mer TITS F TS TUE i f i ICX VolP Phone PEX Server The 3CX Tunnel The picture above demonstrates how the 3CX Tunnel works In this example the 3CX Phone System is on IP Address 10 0 0 181 and listens on TCP port 5090 by default for incoming Tunnel traffic We must set up a single Port Forwarding rule on the Modem or NAT Firewall Device telling it that all incoming TCP traffic received on port 5090 should be delivered to LAN IP Address 10 0 0 181 The remote setup is shown on the left hand side of the cloud In this example the machine with IP address 192 168 0 2 has the 3CXPhone installed We will need to tell the VolP Phone the public IP address of the PBX Server which in this case is 213 165 190 51 and also the private IP address of the PBX Server which in this case is 10 0 0 181 Since the 3CXPhone will by default use the standard port numbers used by 3CX Phone System typically no further configuration will be necessary Configuring the Tunnel We will now use the above example in How the 3CX Tunnel Works to configure a tunnel connection Step 1 Configure the PBX In the 3CX Management Console go to the Settings gt Network gt 3CX Tunnel tab 1 Configure the Tunnel Passwor
116. s iPod touch 3rd generation iPod touch 4th generation iPod touch 5th generation iPad amp iPad Mini all models 3CXPhone for Android e Android 2 3 or higher Android 4 X is recommended 3CXPhone for MAC OS X e Mac OS 10 7 e Mac OS 10 8 e Mac OS 10 9 Microsoft Terminal Server e 2008 2008 R2 Server with terminal services installed 2012 2012 R2 Server with terminal services installed 3CXPhone for Windows can run in SIP or CTI mode on Microsoft Terminal Servers and allows multiple runtime instances When in CTI mode it will drive the IP Phone on your desk When in SIP mode audio calls will be routed through the terminal session RDP to the endpoint where the default microphone and headset of the client s sound card will be chosen as input and output device accordingly However in order to enable SIP mode on a terminal server desktop experience must be installed as a role on the terminal server itself and mapped in the remote desktop session to be sent and recorded from the client system Latency during calls made in this environment is very dependent on the host s load the clients computing power the rdp protocol used and available bandwidth to the host itself Note On terminal server 3CXPhone can still be paired with the CRM module in order to work with CRM plugins such as Outlook however the TAPI driver will be NOT installed as TAPI is designed as anon multi user aware application Supported Headsets Please see http
117. s Two functions can be performed by the PBX e Automatically Set to Out Of Office Outside of the Office hours the users status will automatically be switched to Out Of Office By default the user will ALSO be logged out of the queue this option can be toggled from the Extension options tab e When switching to Out of Office Away log out from Queues This option will automatically log the user out from the queues when he switches to Out of Office or Away status e Block Outbound calls outside of Office Hours Blocks any outbound calls from this extension outside of office hours Configure Office Hours 37 After you have selected which actions to schedule you must configure whether to use e Global Office Hours This extension uses the system wide office hours e Specific Office Hours This extension uses specific hours which can be configured using the configure button e Set to Away Whilst on Break In addition to the out of office schedule you can also configure that the extension must be automatically set to the Away status during Break Lunch times To enable this option select Automatically switch to Away during Break times and configure the break times Extension Rights Edit Extension 100 John Scotty General Voice Mall Forwarding Rules Phone Provesioning 3CXPhone Other Options Office Hours Scheduling Fights nie Extension Rights Configure the group membership mie
118. s 002584D8CFA3 Model Cisco SPA 509G v Phone Web Page Password oo Phone Display Language English US v oO Select Interface 192 168 9 19 v Select Provisioning Method Local Lan In the Office y 2 Codec Priority Configure the priority of the codecs in this phone Preferred Codec G7ilu v Second Prefered Codec G711a v Third Prefered Codec G722 v Fourth Preferred Codec x BLF Busy Lamp Fields You can map one or more BLF Busy Lamp Fields of your phone to particular extensions in order for the user of this phone to see the status of those extensions on his O phone Type Action Type Action 1 BLF 100 John Scott v 6 Change Status v Available v 2 BLF 102 Sam Withers v 7 Change Status v Away Y 3 BLF v 103 Jack Horacio v 8 Change Status v Dut of Office ad Y 4 Agent Login Logout Log in to Queue v 9 y 5 Agent Login Logout Log out of Queue v 10 v Add more BLF s More BLF s Screenshot 12 Provisioning a Phone After creating the extension in the 3CX Management Console go to the Phone Provisioning tab of the extension Enter the MAC address of the phone which can be found at the bottom of the phone on some models in the MAC address field Select the appropriate phone model from the drop down Model list 2 4 Phone Web Page Password This is auto generated by the 3CX Phone System and is applied to your phone upon provisioning If you want to log in to your IP Phone s Web
119. s Marsh Manager YES 114 Piere Jourdan Manage YES Show prence Io group members 4 400 Bano Greerecei oer N Shaw cals to goun members x 7 401 Mark Richardesn User he i 407 Kelly Gardner heer Wa Pefom operations diwert transfer take on any active call to group F 403 Mark Antony User NO Can Barge in Barge Listen or Whisper Requres ICX PRO Edition 404 John Mangan User HI 405 Kimbery Werson Laer NO Can Intercom as Eva Hessa Usar hi Now uaii ri 407 George Tai Liser No 408 Veron Veron User NO Allow IVR control 409 4 Pachino User Mo Allows to manage Company Phonebook E 410 Tory Budson Liser No 411 Ken Man epee HO Reset ta Default 412 Tomy Tpi Laer Po 412 Joey Osiem Usa NO 414 Sherman Haron Liser ha 415 Tom Jonea Usar No 416Johan Rengaids Leer No 417 Dawd Rays Liver NO 418 Lary Croat Piney NO 419 Bag Gammon User HO 42 Frank Frankin eer NO 421 Michnse Jackson User M 422 Majore Choy User NO Screenshot Setting Extension Group Rights If you want a particular user or manager to have more or fewer rights than the defaults specified in the Default Group Rights tab you may specify those rights by 1 Clicking on the member s name in the Extensions in this Group list in the Members Rights tab 2 Ticking off the checkboxes with the rights that you want the member to have in the Rights currently assigned part of the tab 3 The options available for the users are Can see group
120. sage for the user Users without a self identification message are not accessible via the call by name feature 2 User can not have a last name with Unicode characters 3 The Call by name menu feature must be made available from a Digital Receptionist as one of the menu options Self Identification Message To record your self identification message 1 Go to your voice mail menu Default 999 2 Enter your Voice Mail PIN number 3 Go to the options menu 9 key 4 Press 5 key to record the self ID message 5 Record your name only i e Sarah Jones How it Works The Call by name feature uses the last name of the user and compares it with the input that has been entered on the phone keypad The following rules are used e The last name is converted to upper case e All symbols except 2 9 and A Z are ignored e The following translations for symbols are used o ABC2 gt 2 Oo 6 DEF3 gt 3 o 6 GHI4 gt 4 o JKLS gt 5 o MNO6 gt 6 o PQRS 7 gt 7 o TUV8 gt 8 o WXYZ9 gt 9 The caller has to type a minimum of three digits O 9 to call to a user Digits 0 and 1 are ignored but can be used to call to users with short last names for example to access someone with the last name Li you can type 540 After the user has entered three digits IVR queries the phone system database for matching users If there are no matchin
121. t 4 In the section Call Queue agents specify the extensions that should be part of this Call queue Simply click on the extensions and click on the gt to make them a member Move the extensions up or down to configure the priority of an extension 5 In addition to being a member an extension user must also login to start answering calls routed to this call queue Users can login to a call queue using the login button in the 3CXPhone or via a schedule using the Office Hours Schedule 6 In the section Destination if no answer you can define what should happen if the call does not get answered by an agent If no agent is logged into the queue this option gets triggered immediately In addition this option gets triggered if the caller presses the button on his phone This gives callers an option to exit out of the queue and leave a message 7 In the section Other options you can specify a custom introduction prompt and a custom music on hold file You can also decide whether you wish to announce a caller s position in the queue and what the maximum wait time should be Adding an External Agent to a Queue ICN Phone Sytem Management Conie wi2 0 23873 490 e en I Enters state of Sereer ie Add Eeen Wg PSTN Gateway Se Ad WOOP Presa Venere ip Create Gute Rie ig Crewe DOD idn ueue F k nal Call queues hed cals n a queue until an agent a ivaiabls jo baari the cal a P 3K Phone Syden aa E Pnu Tria Staton Cay
122. t per conference Note that a conference with 64 participants will require a powerful machine Although many conference call services exist it s often easier and cheaper to host your own audio conferences Conferences can be set up ad hoc without the need to reserve a conference room This has been done to simplify the set up of conference calls 3CX Webmeeting In addition to standard voice conferencing 3CX Phone System also has an advanced web video conferencing feature called 3CX Webmeeting This is a separately licensed service based on the number of concurrent participants you wish to host More information can be found here http www 3cx com web conferencing Call Conferencing Configuring Conferencing 1 In the 3CX Management Console open the Settings gt Advanced node and click on the Conferencing tab 2 Now specify the conferencing extension number This is the number that users must call to setup a conference 3 Specify the maximum number of conferences you wish to support By default 4 conferences can be held at a time 4 Now specify whether you wish to require a PIN to create a conference If you enable this users that create a conference must enter this conference PIN after the conference ID when creating a conference The PIN will be used automatically if a user creates the conference via 3CXPhone Creating a Conference Call Conference calls can be created using one of the following methods 1 From 3CXPhone the us
123. t you are using from the list Now click Next 3 Depending on the gateway you selected you might be asked additional options such as what country the device will be connected in Some questions are line specific and thus you may need to check with your line provider PSTN devices wa Specify VoIP Gateway Details WAP aabenay Gabeway Hostname or IF T gateway Port defaut is S060 5060 T Analog r 7 lt Back Next gt Screenshot Specifying VoIP Gateway Details 4 Now enter the host name or IP of the VoIP Gateway in the Gateway Hostname or IP field and specify the SIP Port on which the gateway is operating By default this is 5060 5 If you selected a Generic device you need to specify the number and type of ports the gateway supports i e analog BRI PRI or T1 This will set up one account for each port 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 if you specify 1 x T1 port it will create one SIP account which can handle up to 23 calls If you wish to have each line individually addressed simply select 23 Analog lines Click Next to go to the next screen 46 s Create ports The folowing ports wil be created in the Create Pois screen You can edit the Port identification and authentication settings before they are created Note that the Port identification is used for
124. tings gt Firewall Checker node It will use the STUN server configured in Settings gt Network gt STUN Server to ensure that your firewall allows and correctly routes connections on Port 5060 for SIP and Ports 9000 9049 for RTP Audio to the PBX If the firewall check fails you will not be able to reliably make and receive VoIP provider calls and you will have to edit your firewall configuration Note We do not provide firewall configuration support Specifying a STUN Server By default 3CX Phone System assumes that you have a static IP and therefore the STUN server option is switched off If you have a dynamic IP you have to enable the STUN server Please note that use of a dynamic IP is only suited for testing 3CX Phone System It is not recommended for a production system To specify a STUN server 50 TL eren gohome Ssd y STUN Server 4 oul ba used bo reatha piit IF aomaticaly T your madre ha 4 pubit JP AD CORRECT STATIC PORT MAPPING yu can abe af SWH Prima STUN Ser yer uri ir i DE D Pert 378 2 Sanwa y STUN er Sure Ipu Q Port 3478 7 Third STUN server stu excom 7 Fort 478 megut Heme for S SU reser is ON amp Query STUN server every det alla T Tum OFF Shur terem F MAET T J Q Screenshot 24 Specifying STUN Server 1 In the Management Console go to Settings gt Network node Now click on the STUN server tab 2 In the edit box Primary STUN server specify the STUN server suggested b
125. tion for Remote Extensions For remote extensions you have the choice of using Direct SIP or using the 3CX SBC Tunnel The 3CX SBC service will bundle all VoIP traffic over a single port and vastly simplify firewall configuration and improve reliability 3CXPhone for Android Windows and Mac have the inbuilt tunnel whilst using the 3CX SBC service on a remote network you can also connect IP Phones via the tunnel For more information read the next chapter Remote extensions via 3CX Tunnel To connect remote extensions via the 3CX Tunnel you must open the following ports e Port 5090 UDP and TCP e Port 5000 http 5001 https for presence 83CXPhone pues SEES SEESE SESE AES SCK Tunnel 5090 UDP TCP ieee ET over HTTP 5000 TEP ________ e ET over HTTP s 5001 TEP i 3CXFPhone Tunnel Or Firewall 3CX Phone System 3CX Bridge TCP Remote extensions via direct SIP If you wish to connect the remote extension via direct SIP in the case of 3CXPhone for iOS or for single IP Phones then you must configure the same ports as required for a VoIP Provider or a SIP Trunk Port 5060 Port 5061 if using secure SIP Port 9000 9049 for RTP Port 5000 http 5001 https for presence 3CXPhone and HTTP provisioning Optional Secure SIP 5061 TCP Te AUDIO RTF amp RTP 9000 29049 UDP hed ra IP Phone bosses VIDEO 3000 0049 f UDP s 23 provisioning via HTTP 5000 Tere
126. tivity and profitability by giving them the resources and knowledge they need to sell deploy and support the award winning 3CX Phone System for Windows 3CX has two new certification levels the 3CX Certified Engineer and 3CX Advanced Certified levels as well as a complete series of online training videos which gives 3CX Partners all the information they need to prepare for both certification levels Taking the 3CX Certification Test After you have watched the videos create a 3CX Academy account or login to take the 3CX Certification test You will need to have gained the 3CX Certified Engineer certification before taking the 3CX Advanced Certified test Community Support Forums If you are evaluating 3CX or using the free edition you can visit the forums to discuss questions with other users of 3CX The forums are located here hitp www 3cx com forums Please note that 3CX does not provide technical support via the forums Official 3CX Technical support requires you to have a support package or be a 3CX partner Installing 3CX Phone System for Windows System Requirements Supported Operating Systems 3CX Phone System 12 is supported on the following operating systems Windows 7 Professional x86 amp x64 Windows 7 Ultimate x86 amp x64 Windows 7 Enterprise x86 amp x64 Windows 8 Pro x86 amp x64 Windows 8 Enterprise x86 amp x64 Windows 8 1 Pro x86 amp x64 Windows 8 1 Enterprise x86 amp x64 Windows
127. to be sent to the device All 3CXPhone clients support three methods to automatically set up the soft clients in order to work with the 3CX Phone System It is strongly advised NOT to configure the clients manually as typos and misconfigurations will impact the users experience Support will be only be provided to provisioned auto configured phones The three provisioning methods are as follows e Provision via welcome email attachment e Provision via PnP provisioning limited to local network multicast domains e Provision via provisioning link Windows client only Provisioning using the welcome email will work across all network topologies and clients and is the prefered method to connect a 3CXPhone client to the 3CX Phone System Sending the 3CX Welcome Email In order to auto provision the 3CXPhone client via email the user must have received the welcome email This is sent automatically when the extension is created However if you wish to resend it 1 Log in to the 3CX Phone System Management Console and go to the Extensions node 2 Click the Send Welcome Email button on the upper right corner of the tab 3 An email will be send to the extension s email along with an attachment for auto provisioning Once the user has installed the client from Google Play the Apple App Store the MSI file or the dmg file you can instruct the user to open the welcome email and double click tap on the attachment to The attachment will st
128. ts Caron Fn 27105636 X 2210560 IEE Pra lav 0 THA iy Chander Feegeraid 22105637 XX 22105685 Pra are 2FN05781 TSS al Serve Acity Log Clay Foresi 22106538 IX 27105655 2257M 257 Sea af Server Evert Log Cohen Franar 22106639 XX 22 10568 FFE FAITE FAAEE ah Series dalius Cole EnA 22 108680 Tx 72105685 Feal tE ZDE PRALE flea Etersiora Daren Entra fet 22 108641 TA a563 wre ret Fara E fai eed wa WaR PITH Gaee f Bevin hagn 22104668 ci 27108716 sib 2108812 Fraai Ai bit Well Providers Donan Becket 27105647 XE riggs DT DTS FIJEN x inbound Fules Denice Clayton 22105669 XX DAT Zr EFI05813 TAIS i z rati e Easton Come 2105670 IX ZADE DDT Bri05814 THS oo Fisher Bennet 27106643 IX 72105651 miS ZEIDS787 P5835 H A Data Repora ss i fod ieee ie P ap cee ER S0 Ring Gma Fletcher Benson 22106644 Cx 22105532 z 0S Fa m0575 7 10553 il Call oana Grech Bere 27105645 30x 227 105693 27105041 Fras 27 P05837 all taa FR Darii Beran 2210554 3x 22105694 mera zeta Prae at Sales LIK dl arc dd Leber Lo A105715 PeT deN 2a hee we Seles USA toe at Barisy 22105617 ax 2 1066545 rrp tary ae TSS Peat te iY Gaa World Mh Gurre Trosky 270567 KX 105715 n0577 7Fi05815 205853 eS Face Machines Hayden Biski 27105648 XX E5655 IHH Zrim SD W Settings Hudson Eogat 27105649 X 2Fi05657 IANS Irs FIs P 3CKPhone Hirter Boone 27105650 XX Z71056 Z70575 ZAIM FISSA ig Frewal Chedi Jackson Dragan 27105651 IX 221056 Hany 2 FFS Qc Company Phon Jacoby Bearing 2 105652 30x 22105700 es ZIS I5 ai
129. u can easily do so from the IP Phones node peu Oe Go to the 3CX Phone System gt Phones node Select the phones that you wish to reprovision Click Reprovision phones Select the phones again and select Reboot to activate the new provisioning information on the phone Updating the Firmware on Your Phones It is possible to update the firmware of your snom Cisco and Yealink IP phones network wide from the 3CX Management Console Each of the firmware has been interop tested by 3CX and thus it is recommended that you upgrade firmware using this method and not by downloading the firmware directly from the vendor s websites To upgrade your IP Phones to the latest 3CX tested firmware 1 From the phones node select the IP Phones which you wish to upgrade the firmware on and click on the Upgrade Firmware button Select the model and firmware of the phone from the upgrade list and click Upgrade The firmware will be uploaded and the phone rebooted Note that this feature requires a valid maintenance agreement 29 ra Firmware upgrade is in progress E x Updating model Yealink T28 Downloading 2 70 0 107 rom Applying new firmware for the phone of extension 109 Sending SIP notify to the device with MAC 0015651138E0 Click Finish Your phone will reboot automatically and upgrade the Firmware Overall progress Updating model Yealink T28 Current Action Sending SIP notify to the device with MAC 0015651
130. uration This is a one time operation and makes sense in smaller networks e Using Option 66 in your DHCP Server With this option the phone will obtain the URL when it boots up and receives its IP from the DHCP server This is recommended for larger networks as it makes it easy to change the provisioning URL later To use this option you need to configure your DHCP server accordingly An example for Microsoft DHCP server can be found here http Awww 3cx com sip phones DHCP option 66 html Determining the Provisioning URL to specify Independent of the option you choose the exact URL will depend on the model of the phone you are using Follow these guides to determine the URL needed for your particular model of phone http Awww 3cx com support Managing Your IP Phones Phones Reboot Launch Phone Interface Reprovision Phones Reset amp Reprovision Add Extension Assign to existing extension Reject Edit Template 2 Phone Model and Firmware Version Name User ID User Password PIN IP of Phone Yealink T21D 34_71 0 81 new new new new 192 168 959 326 Yealink T42 29 71 0 112 new new new new 192 168 9 36 snom snomg2 1 8 7 3 25 new new new new 192 168 9 70 Yealink SIP T26P 6 71 0 168 new new new new 192 168 9 38 snom snom 0 87 3 19 new new new new 192 168 9_68 snom snom 20 3_7 3 25 new new new new 192 168 9 11 000413701F92 snom snom 10 8 7 3 25 new new new new 192 168 9 12 0004137401FE 3CX Phone for Windows 8 anc new new new new
131. urt Seiger NO 123 Aram Home as 3cx com Active 119 android Ken Jones NO 124 Aram Sargysan as 3cx com Active 120 nb 3cx j Dave Chapel NO 125 Andreas Christodolou ac 3cx com 126 Vivian Bridgewater cd 3cx com 177 Emilia Me danalde inhi arw com H Bulk User Configuration Set selected group of users to Active ka 1 Click on the tab Users and Access 2 The column on the left shows all available extensions inside 3CX Phone System Click on the Add Button to create user accounts in your account Each extension user that is moved to the right will be able to organize Webmeetings 3 Click the Save button at the bottom Accounts will be created for the selected users Organizing Webmeetings from 3CXPhone 13 3CXPhone 120 iki e at be ee a Scheduled Web Meetings m g F iii o The users that now have a Webmeeting user account created are now able to organize and schedule Webmeeting sessions All this can be done from within 3CXPhone for Windows Start 3CXPhone for windows and click on the conference tab in the bottom operations toolbar Two new options will be visible at this point Create Webmeetings and Scheduled Webmeetings For more information on how to host and organize meetings go to Hosting a web conference 74 Connecting 3CX Phone Systems Bridges Introduction You can connect 2 separate 3CX Phone Systems allowing you to make calls between branch offices using your internet connection
132. vailable in 3 different editions Free Standard and Pro The Pro edition adds the following features e Advanced real time statistics With these advanced call center features supervisors can get access to the advanced real time information in the Queues page of 3CXPhone 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 longest wait time and time an agent logged in out of queue and more e Additional Queue strategies including Call Back Longest Wait Least Used e Whisper Whisper functionality on queue calls Listen to monitor Agent responses and if Agent responds wrongly you can provide feedback to the Agent only allowing him her to correct their answers e Listen in Allows supervisors to listen in on calls to monitor Agent responses Wrap up time Wrap up time gives agents a configurable amount of time to enter notes in the customer record or follow up tasks before they have to take another call Wrap up time can be configured per queue e Wall Board feature web page which can be displayed on large screen with total number of calls waiting number of answered and unanswered calls and average wait time e Alerts to file and email when a call is in the queue beyond a certain time You can now enforce SLA requirements and get notifications whenever a call is in a queue beyond a certain time An email notification c
133. ver is down This event will also be triggered when the internet goes down pond Do 1 85 4 Configure general options for 30 Phone apes General Admin Credentials Mai Server Emal Notficatons Global Options Emad Address Add one or more addresses comma deimited to send motficatans to Emal Address rib 3cx com Events Send Emal Events Notification when the following events occurs The status of a bunk changes E A trunk failover ocours or max amount of calls avallable through irunk has been exceeded 2 Trunk Provider responds to Request with an Error code PE A registration status of an extension changes H G The icence bml is reacted 4 An IP has bean blackisted EE Requests are rejected blocked by AnihHatking module because of security breach rie A Call back is made by the system T DNS resolution Network Failure vO Screenshot Configuring Email Alerts IP s of Gateways Additionally you should create checks that regularly check the IP VoIP gateways Server Status Log CX Phone System Management Conine viit 27588 7800 Add view Settings Lnks Hep p my 3 Extension status Server Activity Log Gl Add Extension gi Add PSTN Gateway yp Add VOIP Provider Wizard Ey Create Outbound Rule dy Create DOD SCX eee E SCX Phone System Pots Trunks Status Be Gander Suns I Fherby date Fom Apoy Fie ii System Extensions Tas ji E p J 3 IC
134. xternal calls Supported VoIP Gateways It is important to use a VoIP gateway supported by 3CX Supported gateways have been tested by 3CX and are automatically configured with the right settings If using the default configuration 3CX will also provide first line support on its use with 3CX phone System For the latest list of supported gateway hardware please visit http Awww 3cx com support Configuring VoIP Gateways In order to make use of a VoIP Gateway you have to follow the next steps 1 In 3CX Phone System configure the settings that will be used by the Gateway to connect to the PBX 2 Configure the VolP Gateway using the settings made available by the PBX Let s see how this is done in more detail Step 1 Configure the VoIP Gateway in 3CX Phone System The first step is to create the VoIP gateway in the 3CX management console 45 PSTN devices Add Gateway Wizard Add PSTN Gateway Name Analog Gatewayl T Brand Patton w T7 Modal SN 4114 4 port FXO Firmware RS kei Description 4 Port Analog FXO URL E More vendor supported gateways can be Found here htioiijvaki Sex com oateway contiquration vendor supoported Cancel Next 5 Screenshot Choosing Gateway Template 1 Inthe 3CX Phone Management console menu click on Add gt PSTN Gateway 2 In the name field enter a friendly name for the VoIP gateway Now choose the gateway brand and model tha
135. y your provider Define the port if needed 3 You can specify an alternate backup server or leave the stun2 3cx com as the backup STUN server This address will be used if the primary STUN server cannot be reached Click OK to exit and save the settings DID s and Inbound Call Identification If your VoIP provider has provided you with DID numbers you will need to specify these and depending on the VoIP provider enable Source Identification for each DID To do this Step 1 Specifying the DIDs Associated With this VoIP Provider Port DID Numbers Enter any DID numbers that are linked to any ports on this provider This list will be used for to ine appropiate extensions Screenshot 25 Adding DIDs which will Route to an Extension 1 In the 3CX Management Console select the VoIP provider you want to configure 2 Change to the DID tab 3 Add the DID numbers associated with your account An Inbound Rule which can be configured at a later stage will be created for each number specified in this list Step 2 Source Identification of Calls This step only needs to be done for particular VoIP Providers To check whether you have to perform this step make an incoming call to any one of the DIDs you specified If the call is received by the PBX you can skip this step If not you must do the following 51 M Source identification by DID F Call Source identification is based on dialled number and DID are in use you nee
136. you remove them from the group e Perform operations on ANY call in the system Pickup transfer Divert Reject Barge in and Park To add an extension to the Default group 1 Click on the Default sub node under the extensions node 2 Select an extension and click Add Press Apply OK to save the changes 3 Now logout and login with 3CXPhone to see the additional information Group Rights Logic Users can be assigned rights to see details of other members in their group and managers can be assigned elevated rights to users in their group Rights are assigned based on Group membership That means that a manager will be able to see call details of any member of his her group independent of the call destination or origin Managing Extension Groups Group Membership 39 Available aderire memben of thes group Extansenr Member of A a deymaa hiy DEFAULT 108 Luke Waker DEFAULT 109 Mike Dever DEFAULT 170 Peter Incsta DEFAULT 112 John Reeves DEFAULT 115 Piere Michaeis DEFAULT 100 Mathew Shouts CEO Group DEFAULT Mavdosting Saes _ A Marig Criac DEFAULT Saet Departirstea V0 Jaymes Dickson CEO Group DEFAULT Mastueting Sal s 401 dave Pachawdaon DEFAULT Sasa Depmimeni 103 Sam Withers CFO Greup DEFAULT 402 Raby Gardner DEFAULT Sales Department 103 Jaymes Marsh CEO Group DEFAULT Marosting Sales 403 Mark Antony DEFAULT Sales Departmerd NOS Ardy Desmond DEO Group DEFAULT Mesiosting Saes 404 John Morgans DEFAULT Sales Cep

3CX Phone System V12 User Manual

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