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Gear up your PBX

Cut Costs, Boost Profits

Gear up your PBX Cut Costs, Boost Profits 3CX Phone System Admin Manual Version 14

3CX Phone System

Admin Manual Version 14

Gear up your PBX Cut Costs, Boost Profits 3CX Phone System Admin Manual Version 14
Gear up your PBX Cut Costs, Boost Profits 3CX Phone System Admin Manual Version 14
Gear up your PBX Cut Costs, Boost Profits 3CX Phone System Admin Manual Version 14

Copyright2006­2015,3CXLtd.

http://www.3cx.com

E­mail:info@3cx.com

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

mechanical,foranypurpose,withouttheexpresswrittenpermissionof3CXLtd.3CXPhoneSystemforWindowsiscopyrightof3CXLtd.

3CXisaregisteredtrademark,and3CXPhoneSystemforWindowsandthe3CXlogoaretrademarksof3CXLtd.inEurope,theUnited

Statesandothercountries.Version14–LastupdatedOctober2015.

TableofContents

Section1­Introduction&Installation

● Introduction,Licensing&Support

● Installing3CXPhoneSystem

● Firewall&RouterConfiguration

Section2­Extension/Endpointmanagement

● Configuringtheclients:3CXPhone

● Configuring&ManagingIPPhones&Endpoints

● ExtensionManagement

Section3­TrunkManagement

● ConfiguringVoIPProviders/SIPtrunks

● ConfiguringVoIPGateways

● TrunkManagement

Section4­PBXServices

● ConfiguringDigitalReceptionist/IVR

● ConfiguringRingGroups/Paging/Intercom

● ConfiguringCallQueues

● ConfiguringFaxServer

● ConfiguringWeb/CallConferencing

Section5­AdvancedFeatures

● Delegating3CXManagementConsoleAccess

● Connecting3CX–Bridges

● ThePhoneBook/Directoryservice

● CallReporting

● MonitoringyourPhoneSystem

● 3CXTunnel/3CXSessionBorderController

● ConfiguringtheWebRTCGateway

● Backup,Restore&Failover

Introduction,Licensing,Support

Onthistopic

Introduction,Licensing,Support

Whatis3CXPhoneSystemforWindows?

HowanIPPhoneSystemWorks SIPPhones Software(based)SIPPhones Hardware(based)SIPPhones Smartphones(iOSandAndroid)

3CXPhoneSystemLicensing

3CXPhoneSystemEditions

Support

SupportPage/ConfigurationGuides/KnowledgeBase

SeeAlso

Whatis3CXPhoneSystemforWindows?

3CXPhoneSystemisasoftwarebasedPBXforWindowsthatworkswithSIPstandardbasedIP

Phones,SIPTrunksandVoIPGatewaystoprovideacompletePBXsolution–withouttheinflated costandmanagementheadachesofan‘oldstyle’PBX. TheIPPBXsupportsalltraditionalPBX featuresbutalsoincludesmanynewmobilityandproductivityfeatures.AnIPPBXisalsoreferredto asaVoIPPhoneSystemorSIPServer.

Calls are sent as data packets over the computerdatanetworkinsteadofthetraditionalphone network.Phonessharethenetworkwithcomputerssonoseparatephonewiringisrequired.With theuseofaVoIP/PSTNgateway,youcanconnectexistingphonelinestotheIPPBXtomakeand receivephonecallsviaaregularPSTNline.YoucanalsouseaVoIPProvider,whichremovesthe requirementforagateway.

3CXPhoneSysteminteroperateswithstandardSIPsoftphones,IPphonesorsmartphones,and

provides internal callswitching,aswellasinboundandoutboundcallingviathestandardphone networkorviaaVoIPservice.

HowanIPPhoneSystemWorks

AVoIPPhoneSystemgenerallyconsistsoftheIPPBXserver,oneormoreSIPbasedphonesand

aVoIP/PSTNGatewayoraVoIPserviceprovider.TheIPPBXserverissimilartoaproxyserver.

SIPclients,beingeithersoftphonesorhardwarebasedphones,registerwiththeIPPBXserver.

WhentheywishtomakeacalltheyasktheIPPBXtoestablishtheconnection.TheIPPBXhasa

directoryofallphones/usersandtheircorrespondingSIPaddress,andconnectsaninternalcallor

routesanexternalcallviaeitheraVoIP/PSTNgatewayoraVoIPserviceprovider.

Figure­VoIPPhoneSystemOverview TheimageillustrateshowanIPPBXintegrateswiththenetworkandhowitusesthePSTNand/or

Figure­VoIPPhoneSystemOverview

TheimageillustrateshowanIPPBXintegrateswiththenetworkandhowitusesthePSTNand/or

theInternettoconnectcalls.

SIPPhones

AVoIPphonesystemrequirestheuseofSIPPhones.ThesephonesarebasedontheSession InitiationProtocol(SIP),anindustrystandardtowhichallmodernIPPBXsystemsadhereto.The

SIPprotocoldefineshowcallsshouldbeestablishedandisspecifiedinRFC3261.SIPallowsthe

possibilitytomixandmatchIPPBXsoftware,phonesandgateways.Thisprotectsyourinvestment

inphonehardware.SIPphonesareavailableinseveralversions/types:

Software(based)SIPPhones

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

3CXPhoneforMac(left),3CXPhoneforWindows(right)

AsoftwarebasedSIPphoneisaprogramwhichmakesuseofyourcomputer'smicrophoneand speakers,oranattachedheadsettoallowyoutomakeorreceivecalls.ExamplesofsoftwareSIP

phonesare3CXPhoneorX­LitefromCounterpath.

Hardware(based)SIPPhones

Hardware(based)SIPPhones ​ HardwareIPPhones:snom760left,YealinkT46Gright

HardwareIPPhones:snom760left,YealinkT46Gright

HardwarebasedSIPphoneslookandbehavelikenormalphones.Theyareactuallyminicomputers

thatconnectdirectlytothecomputernetwork.Theyhaveanintegratedminihub,allowingthemto

shareanetworkconnectionpointwithacomputer,eliminatingtheneedforanadditionalnetwork

pointforthephone.

Smartphones(iOSandAndroid)

pointforthephone. Smartphones(iOSandAndroid) UsinganiPhoneorAndroidSmartphonewith3CX
pointforthephone. Smartphones(iOSandAndroid) UsinganiPhoneorAndroidSmartphonewith3CX

UsinganiPhoneorAndroidSmartphonewith3CX

iOSandAndroiddevicescanbeusedasclientsfor3CXPhoneSystem,usingthefreelyavailable

3CXPhone for Android and 3CXPhone for iOS. Using 3CXPhone, your smartphone or tablet becomesawirelessdeskphoneintheoffice,andcanbeusedtoanswerandreceivecompanycalls

whileoutoftheofficeviaWiFi,3Gor4G(ProvidingyourmobileserviceprovidersupportsVoIPover

3Gand/or4G).

3CXPhoneSystemLicensing

Licensingisbasedonthenumberofsimultaneouscallsthatyourcompanyrequires,includingboth

externalandinternalcalls.Each3CXPhoneSystemallowsyoutocreateanUNLIMITEDnumberof

extensions. To arrive at the correct number of simultaneous calls that you will need you must usuallytaketheprojectednumberofextensionsanddividebytwotofourtimesdependingonhow muchyourorganisationusesthephone.

3CXPhoneSystemEditions

3CXPhoneSystemisavailableinthreedifferenteditions:

● FreeEdition­Allfeaturesbutlimitedtotwosimultaneouscalls

● StandardEdition–Includesallkeyfeaturesnecessary.

● PROEdition­Addsadvancedcallqueueing,reporting,CRMintegrationandmore.

FindoutmoreaboutthedifferencesbetweenversionsfromourFeaturesComparisonPage.

Support

3CXTechnicalSupportisavailableviaourSupportPortal.Accessisfreefor3CXPartners.Forend

users,3CXSupportpackagesareavailable.ReviewourSupportProceduresandPricing.Wealso

haveCommunityForumsfromwhereyoucanobtainusertousersupportforourproducts.

SupportPage/ConfigurationGuides/KnowledgeBase

3CX maintainsaknowledgebase/helppage.Besuretofollowtheconfigurationguidesforthe make and modelofyourVoIPgateway,SIPphoneorFirewall.Theconfigurationguidescanbe foundinthemainSupportPage.

SeeAlso

● 3CXTechnicalSupportisavailableviaourSupportPortal.

● ReviewourSupportProceduresandPricing.

● SeeOurCommunityForumsandobtainusertousersupportforourproducts.

● FindconfigurationguidesinthemainSupportPage.

Installing3CXPhoneSystemforWindows

Onthistopic

Installing3CXPhoneSystemforWindows

SystemRequirements SupportedOperatingSystems SupportedHardwareandVMPlatforms Firewall&NetworkConsiderations NoNATFirewallConfiguration NATModeFirewallConfiguration Otherrequirements

FQDNforthe3CXPhoneSystemmachine

PreparingtheWindowsHostMachineforInstallation

Installing3CXPhoneSystem

Runningthe3CXPhoneSystemConfigurationWizard

UpgradingFromaPreviousVersionof3CXPhoneSystem

Step1:Backupyourconfiguration&Uninstalltheoldversion

Step2:Install3CXPhoneSystemv14

Step3:Restoreyourconfiguration

ActivatingyourLicense

SystemPromptsLanguage

SeeAlso

SystemRequirements

SupportedOperatingSystems

3CXPhoneSystemv14issupportedonthefollowingoperatingsystems:

● Windows7Professional(x64)

● Windows7Ultimate(x64)

● Windows7Enterprise(x64)

● Windows8Pro(x64)

● Windows8Enterprise(x64)

● Windows8.1Pro(x64)

● Windows8.1Enterprise(x64)

● Windows10Pro(x64)

● Windows10Enterprise(x64)

● Windows2008R2Foundation(x64only)

● Windows2008R2Standard(x64only)

● Windows2008R2Enterprise(x64only)

● Windows2008R2Datacenter(x64only)

● Windows2012Foundation(max.15presenceconnectionsonIISinstallations)

● Windows2012Standard

● Windows2012Datacenter

● Windows2012R2Essentials(max.25presenceconnectionsonIISinstallations)

● Windows2012R2Standard

● Windows2012R2Datacenter

InstallationsonMicrosoftWindowsServerCoreversionsarenotsupported. Itshouldbenotedthat on client operating systems Windows 7, 8, 8.1 and 10, Abyss will be used as the webserver, whereasonWindowsServer,IISwillbeused.

SupportedHardwareandVMPlatforms

3CXPhoneSystemisextensivelytestedtoberunasaVMwhicheliminatesthecostofseparate

hardware and adds high availability solutions based on the hypervisor infrastructure.Supported hypervisorplatformsare:

● VMwareESX5.Xandabove.

● MicrosoftHyperV2008R2andabove.SeeourHyper­VPageforthespecificsettingsfor

running3CXPhoneSystem.

Avoid using 3CX Phone System on converted VMs (P2V) becauseaconvertedvirtualmachine mighthavetimingissues,whichcausestheguestoperatingsystemnottosyncwiththetimerofthe hypervisor.

Systemperformancedependsonfivekeyfactors:

● Howmanysimultaneouscallswillthesystemhandle.

● Howmanypeoplewillsimultaneouslyconnecttothepresenceserver.

● Ifcallrecordingisused.

● IfVoIPProvidersareused.

● IfcallroutingbuiltismainlyaroundqueuesandIVRs.

BasedonthesefactorsthehardwarecanvaryfromInteli3CPUswith4GbofRAMuptoamulti

socket/coresystem.Generalguidelinescanbefoundonlineinthesearticles:

Firewall&NetworkConsiderations

3CXPhoneSystemallowstwonetworktopologydeploymentoptions:

● No NAT ­ no NAT is performed from public toaprivatenetwork.TheNetworkcard’sIP addresswouldbeapublicIP.

● BehindNAT­afirewall/routerisbetweentheinternetandthePBXwhichperformsnetwork addresstranslation.TheNetworkcard’sIPaddresswouldbeaprivateIP.

NoNATFirewallConfiguration Incaseof“NoNAT”,itissufficienttousethebuiltIn“WindowsFirewall”tosecurethemachine.You

donotneedtodoanythingasthe3CXPhoneSysteminstallationwillopenalltherequiredports

automatically.

NATModeFirewallConfiguration If 3CX Phone System is installed behind a NAT device, ports need to be forwarded. See the followingguidesdetailingtherequirements:

● TheFirewall&RouterConfigurationGuideprovidesdetailsonwhichportstoopen.

● Seealso PortsUsedby3CXPhoneSystemforthelistofrequiredportsthatneedtoalways beavailable(notusedbyanyotherservice).

Otherrequirements

● LatestversionofFirefox,GoogleChromeorInternetExplorer.

● Microsoft.NETFrameworkversion4.5orhigher.

● YouwillneedtohaveagoodbasicunderstandingofWindowsNetworking.

● Aconstantinternetconnectiontoerp.3cx.comonport443.

● Ondemandconnectiontodownloads.3cx.com/*onport80for3CXManagementConsole

downloadsandadditionalinformation.

FQDNforthe3CXPhoneSystemmachine

AnFQDNisrequiredforthefollowingreasons:

● Easyaccesstothe3CXManagementConsole.

● ForeasymanagementofIPphonesandservicesincaseofanIPchange.

● TosetupHTTPSfortheconsole.

● TosecurelyprovisionIPphonesusingHTTPS.

TheFQDNmustresolveonyourLANtothemachineonwhich3CXPhoneSystemisinstalled,and

fromtheinternetitmustresolvetoyourPublicIP.YoucanchoosetohaveaseparateFQDNfor

internalandexternalconnectionsorasingleFQDNforbothusingSplitDNS.Findmoreinformation

onhowtoCreateFQDNusingSplitDNS.

PreparingtheWindowsHostMachineforInstallation

TasksthatMUSTbecompletedbeforeinstalling3CXPhoneSystem:

● AssignastaticinternalIPaddresstothehostmachine’snetworkadapter.

● Install all available Windows updates & Service packs before installing 3CX Phone System.TherebootafterinstallingWindowsupdatesmayrevealadditionalupdates.Pay

particularattentiontoinstallallupdatesforMicrosoft.Netbeforerunningthe3CXPhone

Systeminstallation.

● AntivirusSoftwareshouldnotscanthefollowingdirectoriestoavoidcomplicationsandwrite

accessdelays:

● C:\ProgramFiles\3CXPhoneSystem\*

● C:\ProgramData\3CX\*

Incasethe3CXPhoneSystemhostmachinehasmultiplenetworkadapters:

● Disableunusednetworkinterfaces/Wi­Fiadapters.

● Oneactivenetworkinterface MUSThaveadefaultgatewayconfigured.Itisillegal andwrongtohavemultiplenetworkinterfacesallwithdefaultgatewaysconfigured.

● Prioritizetheprimarynetworkinterface(theonewiththedefaultgatewayconfigured) to the first position from: “Control Panel” >“NetworkandInternet”>“Network Connections. Pressthe AltkeytorevealtheFilemenuandclickon“Advanced”> “AdvancedSettings”. The “AdapterandBindings”tab >“Connections”section willshowyourinterfaces.Ensurethatthenetworkcardwiththedefaultgatewayisat thetop.

Additionally: ● DonotinstallVPNsoftwareonyour3CXServer ● Ensure that

Additionally:

● DonotinstallVPNsoftwareonyour3CXServer

● Ensure that allpowersavingoptionsforyourSystemandNetworkadaptersaredisabled (SetthesystemtoHighPerformance).

● DonotinstallTeamViewerVPNOptiononthehostmachine.

● DisableBluetoothadaptersifitisaclientPC.

● 3CXPhoneSystemmustnotbeinstalledonahostwhichisaDNSorDHCPserver,hasMS

SharePointorExchangeservicesinstalled.

Installing3CXPhoneSystem

2. Double­clickonthesetupfile.Readthesystemrequirements.Click“Next”.

3. Readourconfigurationrecommendations.ClickNext”.

4. Youwillbeaskedtoreviewandacceptthelicenseagreement.

5. Select theinstallationfolderpath,3CXPhoneSystemwillneedaminimumof10GBfree hard disk space. You will need to reserve additional space to store voicemail files, recordings&voiceprompts.Choosethelocationtoinstallandthenclick“Next”.

6. SelectthePhoneSystemInstallationmode,select ​ StandardInstallation (SingleInstance). Click ​ “Next” ​ . ●

6. SelectthePhoneSystemInstallationmode,select StandardInstallation(SingleInstance). Click“Next”. ● FortheVirtualPBXInstallation(MultipleInstance)­SeeInstalling3CXPhoneSystemas aVirtualPBXServer.

I ​ nstalling3CXPhoneSystemas aVirtualPBXServer ​ . 7.

theinternet(noNATconfigured­wheretheresultof“ipconfig”commandwillresultapublic ip) or whether the server is behind a NAT device (NAT configured­wheretheresultof “ipconfig”commandwillresultalocalip).SelecttheappropriateoptionandclickNext”.

“ ​ Next” ​ . 8. You will now need to enter your Static Public IP

8. You will now need to enter your Static Public IP Address, type it in and click “Next”. Furthermorecheckthattheinstallationhasdetectedthecorrectdefaultnetworkcard.

9. EnteryourServerAdministratorEmailAddressthatwillreceivenotifications.Click“Next”.

10. Specify the FQDN of the machine on which you will be installing 3CX Phone

10. Specify the FQDN of the machine on which you will be installing 3CX Phone System:

Single FQDN, for example: “pbx.interobit.com”. The FQDN must resolve on your LAN to the machine on which 3CX Phone System is installed, and from the internet it must resolve to your Public IP. If the domain is not dedicated to the PBX and subdomains are used for other services, such as www.interobit.com, then you will need to use Split DNS on your router/DNS Server. Alternatively you can dedicate a cheap domain to your PBX. More information on how to Create FQDN using Split DNS.

External FQDN and Local FQDN, for example pbx.interobit.com & pbx.interobit.local. If you do not want to dedicate a domain or use Split DNS, you can select to use a separate external /local FQDN. The external FQDN will be used for devices connecting from outside the LAN. Not recommended, because this complicates provisioning and slows connecting of the clients (as it can not rely on DNS but instead has to check both URLS). If you do not have the ability to create a local FQDN for the LAN , then you can enter the IP Address in the local FQDN field.

No FQDN ­ If you do not want to connect to the PBX from outside the LAN, you can specify a local IP. IP phones or clients can not be used outside the LAN. Abyss must be used as the web server.

11. Fill in the details of your SMTP server that will be used to send out email notifications. Click “Next”.

12. Now specify the Management Console username and password. Make sure to use a strong password to prevent unauthorised access to your PBX. Usernames and passwords are both

case sensitive. Click “Next”

.

13. 3CX Phone System requires a web server, “Microsoft IIS” or a bundled web server “Abyss”.

● If installing on a Server OS then IIS is the best solution.

● If you checked the option “I do not have an FQDN”, Abyss will be automatically selected.

● Abyss will be automatically selected if 3CX is installed on a client desktop OS (Windows 7, 8, 8.1, 10).

● If ports 80 or 443 are already in use by another service on the same host, then you must

● Ifports80or443arealreadyinusebyanotherserviceonthesamehost,thenyoumust selectAbyssbecauseyoucanconfiguredifferentportsforHTTPandHTTPS.TheIIS

optionin3CXdoesnotallowyoutoeditwebportsandarehardcodedto80and443.

14.IfAbyssisselected,youwillhavetheabilitytochangethehttpandhttpsportsthattheweb

serverwilllistenon.Acceptthedefaults(http:5000,https:5001)ortypeinyourown.

15.IfyouhaveanSSLCertificatefortheFQDNordomainthatyouentered,select“Importan

SSLCertificate”.Otherwiseyoucanchoosetheoptiontogenerateaself­signedcertificate.

16.TheaboveimageshowstheImportTrustedSSLCertificate.Hereyoushouldimporta“pfx”

16.TheaboveimageshowstheImportTrustedSSLCertificate.Hereyoushouldimporta“pfx”

fileandenterthecertificatepasswordinthePasswordfield.IfinStep15youchose“Idonot

haveanSSLCertificate­generateoneforme”,youwillbeaskedforacompanynameand

acertificatepasswordsothecertificatecanbegeneratedonthefly.

acertificatepasswordsothecertificatecanbegeneratedonthefly. 17.Click ​ “Install”

17.Click “Install”tostarttheinstallationof3CXPhoneSystem.Setupwillnowcopyallfiles

andinstallthenecessaryWindowsservices.

Runningthe3CXPhoneSystemConfigurationWizard

The3CXPhoneSystemconfigurationwizardwillwalkyouthroughanumberofessentialtasksthat

youneedtodoinordertogetyoursystemupandrunning.

1. After installation is complete, double click the 3CX Management Consoleiconfromyour desktop.

2. Entertheusernameandpasswordthatyouspecifiedduringsetup,selectthelanguageyou wouldliketouseandclickthe “Login”button.Notethattheusernameandpasswordare both case sensitive. The "Configuration Wizard" will be displayed which will walk you throughtheinitialconfigurationstepbystep.

will walk you throughtheinitialconfigurationstepbystep. 3.

3. Choosethenumberofdigitsthatextensionnumbersshouldhave.Thiscannotbealtered

later.Click“Next”.

4. Selectyourcountryandtimezonesettingsandclick ​ “Next” . ​ 5.

4. Selectyourcountryandtimezonesettingsandclick“Next”.

​ “Next” . ​ 5.

5. ConfiguretheOperatorExtensionbyenteringfirstname,lastnameandemailaddress.This is thedefaultdestinationforinboundcalls.ConfirmthattheVoiceMailExtensionnumberis appropriateforyourinstallationandclickNext”.

6. Specifythecountriesorregionstowhichcallscanbemade.Callstocountrieswhicharenot

6. Specifythecountriesorregionstowhichcallscanbemade.Callstocountrieswhicharenot selectedwillbeblocked.ThisfeaturereducestheriskofVoIPtollfraud.Selectthecountries youwouldliketoallowandclick“Finish”.

Youhavenowcompletedtheinitialconfigurationof3CXPhoneSystem.Youwillberedirectedto

thequick3CXPhoneSystemManagementConsole.TheQuickStartpagewillshowyouthenext

stepsyouwillneedtotake.

thequick3CXPhoneSystemManagementConsole.TheQuickStartpagewillshowyouthenext stepsyouwillneedtotake.

UpgradingFromaPreviousVersionof3CXPhoneSystem

Ifyouarerunninganoldversionof3CXPhoneSystem(9,10)youmustupgradetov11SP4a,and

thentov12SP6.1beforefollowingthisupgradeprocedure.Ifyouareusing3CXPhoneSystem

v12SP6.1orv12.5youcangotov14directly.

Ifupgradingfrom12.5askyouruserstoupgradetheir3CXPhoneclientstothelatestversionto

ensure in place updating to v14. See our guides with instructions for installing and upgrading

3CXPhoneClientsforWindows,Android,iOSandMac.

Step1:Backupyourconfiguration&Uninstalltheoldversion

1. Makeabackupofyourcurrentconfigurationusingthe3CXBackupandrestoretool.

2. Tick the options to include in your backup, then choose where to save your backup. Warning: Do not choose to store the backup inside any of the 3CX Phone System installationfoldersasthesefoldersareremovedduringtheuninstallprocess.

3. UninstallthecurrentversionfromtheWindowsControlPanel>ProgramsandFeatures.

Step2:Install3CXPhoneSystemv14

2. Proceedwiththeinstallationasdocumentedabove.

3. Completethe3CXConfigurationWizard.

Step3:Restoreyourconfiguration

1. Gotothe3CXManagementConsole

1. Gotothe3CXManagementConsole 2. Go to the

2. Go to the “BackupandRestore”node.Clickonthe“Location”button.Selectthelocation whereyourbackupsarestored(LocalDiskorFTP)andconfigurethe“Selectfolderpath” tothefolderwhereyourbackupislocated.PressOK.Afterthisyoushouldseethebackup fromthelocationtogetherwiththebackupdetailsandsize.

3. Selectthebackupyouwanttorestoreandclick ​ “Restore” ​ buttonfromthetoolbar. 4.

3. Selectthebackupyouwanttorestoreandclick“Restore”buttonfromthetoolbar.

4. Themanagementconsolewilllogoutandtherestoreprocesswillstart.Whentherestoreis complete,anemailwillbesenttotheAdministratoremailconfiguredduringthesetup.This means that the restore completed, was successful and you can login to the 3CX Managementconsole.

ActivatingyourLicense

Withoutalicense,3CXPhoneSystemwillworkforupto2simultaneouscalls.Ifyourequiremore,

thenyouwillneedtoactivatealicense.Therearetwowaystoaccesstheactivationpageinorderto activatealicense,youcaneither clickonthe“ActivateLicense”linkintheQuickStartpageor directly from the “Settings” > “Activate License” node, from within your 3CX Management Console.

License” node, from within your 3CX Management Console. Enter your

Enter your LicenseKey,Company,ContactName,E­mail,Telephone,Countryandthenameof yourReseller(Thecompanywhoyoubought3CXfrom)andclickon “Activate”toactivateyour license.

● Thisinformationwillbesenttoourlicensekeyservertoactivateyourlicensekey.

● To be entitled to your first year of free upgrade insurance,yourdetailsmustbecorrect.

Thesedetailsarereviewedby3CXandiftheyarenotcorrecttheupgradeinsurancewillnot

beactivated.

Ifyoulicenseyour3CXPhoneSystemandthenreinstallonanewmachine,changehardware,or

thelocalnetworktopologychanges(forexamplethelocalMACaddresschanges),youwillneedto

re­activateyourlicenses.

Note:Packetsbetweenthe3CXPhoneSystemserveranderp.3cx.comshouldnotbefilteredor

inspected.IfyourunDPI(DeepPacketInspection),licensekeyactivationswillberejected.

SystemPromptsLanguage

3CXPhoneSystemshipswithaUSEnglishpromptsetbydefault.Promptsarerecordedvoicefiles

thatareplayedbythesystemtocallersandusersofthesystem.Forexample,whenauserpicksup

theirvoicemail,thesystempromptswillinstructtheuserwhatbuttonstopressinordertohearor

deletevoicemessages.Tochangethesystempromptstoadifferentlanguage:

1. Goto “Updates”>“Systempromptsets”node,selectthepromptsetyouwishtouseand clickon“DownloadSelected”.Thepromptsetwillbedownloadedtoyourmachine. Note:Downloadonlythepromptsetthatyouneed.

2. Goto“Settings”>“Systemprompts”>“ManagePromptsets”atthetopofthescreen.

3. Select the prompt set that you have downloaded and clickon “SetAsCurrentPrompt Set”.Thesystemwillnowusethisnewpromptset.

SeeAlso

● Seeourguideswithinstructionsforinstallingandupgrading3CXPhoneClientsforWindows,

Android,iOSandMac.

● Findinstructionshereoninstalling3CXPhoneSystemasaVirtualPBXServer.

● SeetheHyper­VPageforthespecificsettingsforrunning3CXPhoneSystemonHyperV.

● CheckPortsusedby3CXPhoneSystemforthelistofportsthatmustalwaysbeavailable.

● TheFirewall&RouterConfigurationGuideprovidesdetailsonwhichportstoopen.

● Seeourguideonhowtousethe Backup&Restorefeaturewithinthe3CXManagement Console.

Firewall&RouterConfiguration

Onthistopic

Firewall&RouterConfiguration Introduction SIPALG ConfigurationforVoIPProviderorSIPTrunk ConfiguringportstoallowPUSHmessagestosmartphones ConfigurationforRemoteExtensions

RemoteExtensionsvia3CXTunnel

RemoteExtensionsviadirectSIP

ConfigureWebRTCPorts

Firewallchecker

SeeAlso

Introduction

IfyouplantouseremoteextensionsoraVoIPProvider,youwillhavetomakechangestoyour firewall configuration. In order for 3CX Phone System to communicate successfully with VoIP providersandremoteextensions,yourfirewall/routerdevicemustbecorrectlyconfiguredforSIP operation.YoucanlearnmoreaboutRouters,NAT,VoIPandFirewallsinthisarticle.

SIPALG

Tomaximizeyourchancesofsuccess,makesureyouchooseadevicethatdoesnotimplementa

SIPHelperorSIPALG(ApplicationLayerGateway),orchooseadeviceonwhichSIPALGcanbe

disabled.ThefollowinglinksareexamplesofhowtoswitchoffALGonpopularrouters:

ConfigurationforVoIPProviderorSIPTrunk

If you intend to use a VoIP Provider & the 3CX WebRTC Gateway you will need to open the

followingportstoallow3CXPhoneSystemtocommunicatewiththeVoIPProvider:

● Port5060(UDP)forSIPcommunications(send&receive)MUSTBESTATICALLY

● Port5061(TCP)forTLScommunications–IfusingsecureSIP.

● Port9000­9500(orhigher)(UDP)(send&receive)forRTPcommunications,whichcontain

theactualcall.Eachcallrequires2RTPports,onetocontrolthecallandoneforthecall

data. Therefore, you mustopentwiceasmanyportsifyouwishtosupportsimultaneous

callsviatheVoIPProvider.Forexample,ifyouwanttoallow4peopletomakecallsviathe

VoIPprovidersimultaneously,youmustopenport9000to9007.

ConfiguringportstoallowPUSHmessagestosmartphones

PUSHmessagesaresentby3CXPhoneSystemtoExtensionsusingsmartphonesinordertowake

up the devices to take call. This greatly enhances the usability of the smartphone clients but requiresconfigurationofthefirewalltoallowoutboundPUSHmessages.

ConfigurationforRemoteExtensions

Forremoteextensions,youhavethechoiceofusing3CXSBC(Tunnel)orusingDirectSIP.The

3CX SBC service will bundle all VoIP traffic over a single port and vastly simplify firewall

configurationandimprovereliability.3CXPhoneforAndroid,iOS,WindowsandMachavetheinbuilt

tunnel,whilstusingthe3CXSBCserviceonaremotenetworkyoucanalsoconnectIPphonesvia

thetunnel.MoreinformationonSBCcanbefoundinthenextchapter.

RemoteExtensionsvia3CXTunnel

Toconnectremoteextensionsviathe3CXTunnel,youmustopenthefollowingports:

● Port5090(UDPandTCP).

● Port80HTTP/443HTTPSfor3CXPhonePresenceandPhoneProvisioning.

Note:HTTPandHTTPSportscanbeconfiguredduringinstallation.Ifyouhavechosentouse

customportsotherthan80/443makesuretoforwardthose.

customportsotherthan80/443makesuretoforwardthose. RemoteExtensionsviadirectSIP

RemoteExtensionsviadirectSIP

IfyouwishtoconnectremoteextensionsviadirectSIP,youmustopenthefollowingports:

● Port5060.

● Port5061ifusingsecureSIP.

● Port9000­9255forRTP.

● Port80HTTP/443HTTPSfor3CXPhonePresenceandHTTPprovisioning.Note:HTTP

andHTTPSportscanbeconfiguredduringinstallation.Ifyouhavechosentouseportsother

than80/443makesuretoforwardthose.

than80/443makesuretoforwardthose. ConfigureWebRTCPorts To be able to configure WebRTC call

ConfigureWebRTCPorts

To be able to configure WebRTC call links, you need to make sure that you have aPublicIP Address and configure your FQDN correctly during the setup of your3CXPhoneSystem.3CX WebRTC gateway requires ports 9256­9499 UDP to be opened on your firewall/router and forwardedtoyourPBX.

Youcanopenandforwardalltheportsrequiredbythemediaserver,inonego,byopeningthe

range:UDP9000­9499.

Notethattheaboveportrangesarethedefaultportsin3CXPhoneSystem.Youcanadjustthese portsfromthe ​ 3CXManagementConsole,

Notethattheaboveportrangesarethedefaultportsin3CXPhoneSystem.Youcanadjustthese

portsfromthe 3CXManagementConsole, inthe“Settings”>“Network”node.Fromhere,you canconfiguretheportstobeusedforinternalcalls,andtheportstobeusedforexternalcallsbeing madeviaaVoIPProviderorcallstoandfromaremoteextension.

Firewallchecker

Afterconfiguringyourfirewall,runthe3CXfirewallcheckertoensurethatconfigurationiscorrect.

SeeAlso

Exampleconfigurationsforpopularfirewalls:

ConfiguringtheClients–3CXPhone

Onthistopic

ConfiguringtheClients–3CXPhone

Introduction SoftphoneorCTIMode SupportedClientOperatingSystems&Info MicrosoftWindows iOS Android MACOSX

Deploying3CXPhone

Step1:ConfigurePUSH

GooglePush ApplePush

Step2:Install3CXPhone

Step3:ConfigureUsingtheEmailAttachment

Managing3CXPhone

3CXPhoneSettings

Phonesnode

Updating3CXPhoneforWindowsandMac

Updating3CXPhoneforiOSandAndroid

SeeAlso

Introduction

3CXPhone is asoftphone&clientthatallowsuserstoeasilymanagetheirextensionwithafew

mouseclicks–ratherthanviaacrypticandlimitedhardwarephoneinterface.3CXPhonecanwork

alongside an existing supported IP phone or you can use the inbuilt softphone. 3CXPhone is availableformultipleplatformsincludingWindows,Android,iOSandMac.

3CXPhoneprovidesthefollowingfunctions: ● CallPop­up –Uponreceivingacall,3CXPhonewillallowyoutoanswerorrejectthecall,

3CXPhoneprovidesthefollowingfunctions:

CallPop­up–Uponreceivingacall,3CXPhonewillallowyoutoanswerorrejectthecall,

transferthecalltoanotherpersonortovoicemail­withasinglemouseclickorbyusing draganddrop.

EasyCallTransfer/Park –Transferorparkacallwithamouseclickorviadraganddrop, noneedtolearndialcodesorcalltransferproceduresonaphone.

Presence–Viewstatusesofotherextensionsandavoidunnecessarycalls.

ClicktoCall–Colleagues,numbersinwebpagesorcontactsinCRMsoftware.

HotkeyDialling–Place/controlcallsusingconfigurablekeyboardshortcuts.

QueueMonitoring– Viewthestatusofqueuesthatyouareamemberoforamanager.

CallMonitoring­Seecallerswaitinginqueueandbeabletopickupacall.

TextChat–Messageotherusersonetooneorcreatemultiuserchat.

RecordCalls– Youcanrecordacallbyclickingtherecordbutton.

Phonebook–3CXPhoneprovideseasyaccesstothecompanyandpersonalphonebooks.

SoftphoneorCTIMode

3CXPhonecanrunintwodifferentmodes:

SoftphoneMode(Allplatforms)–Allowsyoutomakeandreceivecallsonyourcomputer ormobiledevicewithoutusingadeskphone.ItusesabuiltinSIPenginetoplacethecalls

andusesthedevice’smicrophoneandspeakers.Insoftphonemode3CXPhonecanhandle

upto5simultaneouscallsandsupportsblindandattendedtransfer.

CTIMode(3CXPhoneforWindowsonly)–AllowsyoutocontrolyourhardwareIPphone

from your Windowsdesktopwithafewmouseclicks.WheninCTIMode3CXPhonecan

handleonesimultaneouscallandsupportsblindandattendedtransfer.Inthismode,HTTP

commandsaresentdirectlytotheIPphonethatisregisteredtotheextensiontocontrolthe

functionalityofthephone.WheninCTImodeyouwillseethenumberyouareattemptingto

dialontheIPphone’sdisplayandhearthestandardringbacktones.

Note:

To use CTI Mode, you should make sure that in your “Extensions” node “Extension settings” >“Forwardingrules”>“Available”tab,theoption“Iwanttobeabletoaccept morethanonecallatthesametime”isnotenabled.

CTIModecanonlybeusedonthelocalLANwhere3CXisinstalled.

If your IP phone does not support CTI, then the CTI Mode will use the so called “MakeCall” functionality. The most noticeable difference between CTI and “MakeCall”modeisshownwhen startingacallfromcallhistoryentries.Whenyoustartacallusing“MakeCall”thedesktopIPphone

willbecalledfrom3CXPhoneSystemandonthephone’sdisplayyouwillsee“MakeCall”.Afteryou

pickupthehandsetthecallwillbeplacedonholdandacalltothedestinationismadefrom3CX

PhoneSystem.Oncethereceivingendanswersthecall,musiconholdwillstopandthecallwill

connecttothecallee.

SupportedClientOperatingSystems&Info

MicrosoftWindows

3CXPhoneforWindowsistestedandsupportedonthefollowingWindowsversions:

● Windows7

● Windows8

● Windows8.1

● Windows10

Additionalinformation:

● Microsoft.Net4.5.

● MoreinformationabouttheWindowsClientInstallation.

● Once installed and provisioned,3CXPhonegetsupdatedautomaticallywiththeservice

packsof3CXPhoneSystem.

● Theusermanualcanbefoundhere.

● You can deploy the 3CXPhone MSI file via active directory. You must also deploy the

“MicrosoftVisualC++2010x86”msipackageonx86andx64clients.

iOS

3CXPhoneforiOSisoptimizedforiPhone6.

● iOS8

● iPhone4S,iPhone5,iPhone5s,iPhone6,iPhone6s

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

● iPad&iPadMiniallmodels.

Additionalinformation:

● The 3CXPhone App requires readonlyaccesstothelocaldevice(phone)tocomposea unified address book ofallcontacts.Forallowingaccesstocontacts,goto “Settings”>

“Privacy”>“Contacts”>3CXPhone14andsettoon.

● In order to receive Push messages itmustalsobeallowedtosend“Notifications”tothe

device.Fornotifications,goto “Settings”> “Notifications”>“3CXPhone14”andenable “AllowNotifications”.

● MoreinformationcanbefoundhereabouttheiOSClientInstallation.

● Theusermanualcanbefoundhere.

Android

● Android4.Xandhigher

● Important: The Google Push service must be configured PRIOR to sending out the configurationemails.Formoreinformationsee“ConfigurePush/GooglePush”below.

● MoreinformationabouttheAndroidClientInstallation.

● Theusermanualcanbefoundhere.

MACOSX

● MacOS10.10andhigher.

AdditionalInfo:

● TheappitselfissignedwithanAppledeveloperaccountanddoesnotrequiremodification ofthesecuritylevelsettingforinstallinganuntrustedapplication.Howevertheinstallation needstobedonebyanadministrativeuser.

● Once installed and provisioned,3CXPhonegetsupdatedautomaticallywiththeservice

packsof3CXPhoneSystem.

● MoreinformationabouttheMacClientInstallation.

● Theusermanualcanbefoundhere.

PleaseseetheSupportPageforalistofSupportedHandsetsandDevices.

Deploying3CXPhone

Step1:ConfigurePUSH

3CXPhoneusesPUSHtechnologytowakeupthesmartphonewhenacallisreceived.Thisdoes

not require the user to keepthephoneactiveandthe3CXPhoneclientturnedontobeableto receivecalls–thephonecangotosleeptosavebatterylife.PUSHisalsorequiredforreliable operation of the smartphone clients. When extensions are created they are enabled for push notifications by default. You will just need to configure Google Push Servers and open the appropriateportsonyourfirewallforGooglePushandApplePushtofunctioncorrectly.

Note:BesuretoconfigureGooglePushbeforesendingoutthewelcomeemailsforAndroidusers!

GooglePush

ToconfigurePushServersforyourAndroiddevices,fromthe3CXManagementConsole,select

“Settings”>“PUSH”,followtheseinstructionstoconfigureyourGooglePushservers.

ApplePush ApplePushisautomaticallyenabled.ThePBXserverneedstobeabletocommunicatewithApple APN’s on certain ports. To send and receive push notifications youwillneedtoopentheports describedintheApplepushsectionoftheFirewallConfigurationguide.

Step2:Install3CXPhone

3CXPhoneisinstalledviatheAppleAppStoreforiOSdevices,GooglePlayforAndroiddevices,as

a DMG file for Mac OS or an MSI fileforWindows.Theinstallationlinksaresentintheuser's

welcomeemailtogetherwiththeconfigurationfileasanattachment.Foreasyreference:

Windows:Download3CXPhoneforWindowsasanMSIfile.

Android:DownloadtheAndroidClientfromtheGooglePlayStore.

iOS:DownloadtheiOSClientfromtheAppleAppstore.

MAC:Download3CXPhoneforMacasaDMGfile.

Step3:ConfigureUsingtheEmailAttachment

Aftertheuserhasinstalledthecorresponding3CXPhoneversion,itmustbeprovisionedwiththe

user’sextensionsettings.Todothis,asktheuserto:

1. Ensuretheapporapplicationhasbeeninstalled.

2. Openupthewelcomeemail.

3. Double­click or tap on the attachment. If you are asked what application can open this attachment select 3CXPhone 14. The 3CXPhone client will then automatically configure

itselfandconnectto3CXPhoneSystem.

Thewelcomeemailissentautomaticallywhentheextensioniscreated.Toresendit:

1. Logintothe3CXManagementConsoleandgototheExtensions”node.

2. Selecttheextensionandclickthe“SendWelcomeEmail”buttonatthetoptoolbar.

3. Anemailwillbesenttotheextension’sconfiguredemailaddressalongwithanattachment

forauto­provisioning.

Managing3CXPhone

3CXPhoneSettings

Theadministratorcancontrolwhatconfigurationoptionsareavailablein3CXPhoneperextension

from“Extensions”node>“EditExtension”>“3CXPhone”tab.

​ “Extensions” ​ node ​ > ​ ​ “EditExtension”>“3CXPhone” ​ tab. Fromhereyoucanconfigure:

Fromhereyoucanconfigure:

Disallowuseof3CXPhone­Removestheuser'sabilitytouse3CXPhone.

Hide the Forwarding Rules ­ Removes the user'sabilitytoconfigurehis/herforwarding

rulesfromwithinthe3CXPhoneclient.Theseoptionswillonlybeavailablefromwithinthe

3CXManagementConsole.

Show Call Recordings/AllowDeletionofRecordings­Addsthemanagementofcall recordings,allowingtheusertomanagetheircallrecordings.

Configuredefaultphonemodetouseinthe3CXPhoneforWindows­Configurewhich

phonemode(SoftphoneorCTI)mustbeusedbydefault.

DefaultStartupScreen­Setsthedefaultappearanceofthephonetothedialpadorthe presencescreen.

Use3CXTunnelforremoteconnections­Configures3CXPhonetousethe3CXTunnel

forthe“OutofOffice”connectionto3CXPhoneSystemratherthanconnectingdirectlyvia

STUN/SIPportofthepbx.

3CXPhone for Windows, Mac, iOS and Android havetheabilitytoreprovisionautomatically.By default,Windows,MacandAndroidclientswillretrievetheirconfigurationfileeverytimetheyare started.Thismeansthatanysettingyoumakeinthemanagementconsolewillbeappliedatthe nextstartupoftheclient.

Phonesnode

The administrator can review all connected users that are using 3CXPhone from the 3CX ManagementConsoles’“Phones” node.Thisshowsalltheuserswhoarecurrentlyloggedinand

using3CXPhone,includingtheirIPandtheclientversion/typetheyuse.Iftheextensionisnotlisted

inthe3CXPhoneClientstab,theclientisnotcurrentlyconnected.

Updating3CXPhoneforWindowsandMac

Updatesto3CXPhoneforWindowsandMacaredeployedautomaticallyviathe3CXPhoneSystem

Server. When a new update is available on the 3CX Website, the 3CX Phone System Server

downloadstheupdatefor3CXPhonethennotifiestheusers.Ifauserhasanout­dated3CXPhone,

uponstartingittheywillbeshownamessageinformingthemthatanewversionisavailable:

Oncetheuseracceptstheupdate,thedownloaderwillstartanddownloadthenewinstallationof

Oncetheuseracceptstheupdate,thedownloaderwillstartanddownloadthenewinstallationof

3CXPhone.Afterthefilehasfinisheddownloading,thenewclientwillbeinstalledautomaticallyand

3CXPhonewillrestartonitsowntocomplete

Updating3CXPhoneforiOSandAndroid

TheAndroidandiOSclientsupdateautomaticallythroughtheGooglePlaystoreandtheAppleApp

Store(dependingonwhetherautomaticupdateisactivated)whentheydetectanewerversionof

theclientonline.

SeeAlso

● FindoutwhatIPphoneCTImodeis.

● LearnhowtoconfigureGooglePushhere.

● Seeinstructiononinstalling3CXPhoneforWindows,Android,iOS,Mac

Configuring&ManagingIPPhones

Onthistopic

Configuring&ManagingIPPhones Introduction PhoneProvisioning WhatisPhoneProvisioning? HowdoesPhoneProvisioningwork? ProvisioningusingPlugandPlay

ProvisioningtheURLviaOptionDHCP66

ProvisioningthePhonebyEnteringtheURLintheWebInterface ProvisioningFanvil,Htek,snomandYealinkIPPhonesusingPlugandPlay ProvisioningCisco,Polycom&RemotePhones(DHCP&Manual)

Step1–EntertheIPPhoneMACAddress

Step2–ConfigurethePhonetoRetrievetheConfigurationFile

ManagingYourIPPhones

ChangingSettingsandRe­ProvisioningthePhones

UpdatingtheFirmwareonYourPhones

RemoteExtensions

SeeAlso

Introduction

Once3CXPhoneSystemisinstalled,youcanconfigureyourIPphonesandassignanextensionto

each phone. In order to do this, you must provision the IP phones. Although phones can be configured onebyonemanuallyusingtheirwebinterface,thisisimpracticalasitleadstomany errorsanddeploymenttimeisincreaseddrastically.Furthermore,ongoingmanagementoftheIP phonesisalmostimpossible.SupportedIPphonescanbeprovisionedautomatically,providingease ofdeploymentANDongoingmanagement.

PhoneProvisioning

WhatisPhoneProvisioning?

PhoneprovisioningistheprocessofautomaticallyconfiguringtheIPphoneforusewithanIPPBX. Onceyouprovisionaphone,thephonewillautomaticallyconfigureitselfcorrectlyandyouwillbe abletomanagethephonescentrallyandremotelyandwithouthavingtologintothephones’web interface onebyone.PhoneprovisioninggreatlyeasesdaytodaymanagementofIPphones.It makesiteasytochangeextensionpasswords,BLFlightsandsoonbecauseyoucandoitcentrally

forallphonesfromthe3CXManagementConsoleandthenpushthechangestothephone.

HowdoesPhoneProvisioningwork?

Theprocessofprovisioningaphonewith3CXPhoneSystemiseasy:

1. To provision a phone, you will need to ensure it can retrieve itsconfigurationfrom3CX PhoneSystemusingtheProvisioningURL.TheprovisioningURLisaresolvableFQDNwith a customized parameter at the end, unique to your 3CX Phone System installation for securitypurposes.

2. TheprovisioningURLcanbeenteredintothephoneinanyofthefollowing3ways:

● AutomaticallyusingPlugnPlay,

● ORUsingDHCPoption66,

● ORbyenteringitinthephoneswebinterface.

3. Afteryoudothis,thephonewillautomaticallyrestart.

4. Thephonewillretrievetheconfigurationsettingsandwillbecompletelymanageablefrom

withinthe3CXManagementConsole.

Spendtheextrahalfanhourtoprovisionthephonesandsavecountlesshoursgoingforward!

ProvisioningusingPlugandPlay

ProvisioningusingPlugandPlay Inthismethod: 1. Plugthephoneintothenetwork. 2.

Inthismethod:

1. Plugthephoneintothenetwork.

2. ThephonewillsendamulticastmessageacrosstheLAN.

3. Thiswillbepickedupby3CXPhoneSystemprovidingitisonthesameLAN.

4. Thephonewillappearinthe “Phones”page.Nowyoucanassignanexistingextensionto thephoneorcreateanewextension.

5. ThephonewillbesentaprovisioningURL.

6. TheIPphonewillrestartandbemanageablefromwithinthe3CXManagementConsole.

Requirements:ForthismethodtherequirementsarethattheIPphonemustbeapreferredphone, as the IP phone vendor must have implemented the Plug and Play functionality. For a list of preferredphonesrefertoour SupportedPhonespage.Also,theIPphonemustbelocatedonthe sameLANasamulticastmessagewillnottraversefirewalls.

ProvisioningtheURLviaOptionDHCP66

ProvisioningtheURLviaOptionDHCP66 Inthismethod: 1.

Inthismethod:

1. NotedowntheMACaddressofthephone.Thisisusuallywrittenonthebackofthephone. Youcanalsouseabarcodescannertoreaditfromthelabel.

2. CreateoreditanextensionandenterthisMACaddressintothe “Extensions”>“Phone Provisioning”tab.

3. ObtaintheprovisioningURLfor3CXPhoneSystem.ItisdisplayedintheQuickStartpage,

andinthe “Settings”>“PhoneProvisioning”page.ItconsistsoftheFQDNofyour3CX PhoneSystemmachineandanadditionalstringforsecuritypurposes.Clickonthelinkto makesureitresolves!

4. NowconfiguretheprovisioningURLinyourDHCPserverusingoption66.Seeanexample

5. ThephonewillnowretrievetheURLfromtheDHCPserveratstartup.

ForlargernumbersofphonesthisistherecommendedmethodaschangestoFQDNorwebserver

portscanbedoneatDHCPlevelandallphonescantakethenewconfigurationafterreboot.

ProvisioningthePhonebyEnteringtheURLintheWebInterface

ProvisioningthePhonebyEnteringtheURLintheWebInterface Inthismethod: 1.

Inthismethod:

1. NotedowntheMACaddressofthephone.Thisisusuallywrittenonthebackofthephone. Youcanalsouseabarcodescannertoreaditfromthelabel.

2. CreateoreditanextensionandenterthisMACaddressintothePhoneProvisioningtab.

3. ObtaintheprovisioningURLforyour3CXPhoneSystem.ItisdisplayedintheQuickstart

page,andinthe “Extension”>“PhoneProvisioning”page.ItconsistsoftheFQDNof

your3CXPhoneSystemmachineandanadditionalstringforsecuritypurposes.Clickonthe

linktomakesureitresolves.

4. Nowlogintothephone’sWebInterfaceandentertheprovisioningURL.Thisisaone­time

operationprovidedyourFQDNorHTTPSportdoesnotchange.

This method is recommended for asmallernumberofphones,forremotenetworks,andifyour

DHCPserverdoesnotsupportoption66.

ProvisioningFanvil,Htek,snomandYealinkIPPhonesusingPlugandPlay

ToautoprovisionphonesusingPlugandPlay: 1. Connect the IP

ToautoprovisionphonesusingPlugandPlay:

1. Connect the IP phonetotheLAN.EnsurethatthephoneisonthesameLAN(Multicast

Domain)as3CXPhoneSystem.

2. Thephonewillshowupinthe“Phones”nodeinthe3CXManagementConsoleasanew

phone.

3. Right­clickonthephone’sentryandassignittoanexistingextensionorcreateanewone.

4. You will then be taken to the extension’s provisioning tab where you can specify other configurationsettingsonthephone.

5. The phonewillbesentalinktotheconfigurationfilewiththesettingsyouspecified.The

phonewillthenrestart,applythesettingsandconnectto3CXPhoneSystem.Somephones

willaskforconfirmationbeforerestarting.

ProvisioningCisco,Polycom&RemotePhones(DHCP&Manual)

Cisco and Polycomphonesdonotsupportplugandplayandmustbeprovisionedasdescribed below. Remote phones can not be configured via Plug and Play as they will not receive the multicastmessage.Inthiscaseyoumustalsousethemethodbelow.

Step1–EntertheIPPhoneMACAddress

Step1–EntertheIPPhoneMACAddress 1. From the “ ​ Extensions”

1. From the “Extensions”nodeinthe3CXManagementConsole,selecttheextensionyou wanttoprovision,click“EditExtension”>thenswitchtothe“PhoneProvisioning”tab.

2. EntertheMACaddressofthephone(whichcanbefoundatthebottomofthephone)inthe MACaddressfield.

3. SelecttheappropriatephonemodelfromthedropdownmenuoftheModellist.

4. PhoneWebPagePassword–Thisisautogeneratedby3CXPhoneSystemandisapplied

toyourphoneuponprovisioning.IfyouwanttologintoyourIPphone’sWebInterfacethen usethevalueinthe“Passwordfield”ontheWebInterfaceloginscreen(Usernameisnot changed in the Phone’s Web Interface,itremainsasitsdefaultvalue­admin­evenafter provisioning).YoumayleavetheWebPagePasswordasisorspecifyyourown.

5. Confirm the IP address which the phone should connect to (incaseyourphonesystem serverhasmultiplenetworkinterfaces).

theOffice)”.Ifthisisaremotephone,selecteither “RemoteExtension(STUN)”or3CX

Session Border Controller depending on whether you are using the 3CX SBC or not. Learnmorehere.

7. The codecs and codec priority will be automatically configured depending on the phone modelselected.

8. IfyourphonehasBLFlights,youcanautomaticallyconfigurewhatinformationtheBLFlights shoulddisplay.MatchaBLFbuttonwithanextension,sothatthisbuttonwillshowthestatus ofthatextension.ThenumberofavailableBLFbuttonsvariesperphone.

9. YoucanalsolinkasharedparkingplacetoaBLFbutton.Thisallowsuserstoeasilyparkor unparkcallsbypressingtheassignedBLFbutton.Speeddialsandcustomspeeddialsare alsosupported.

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

Step2–ConfigurethePhonetoRetrievetheConfigurationFile

Nowyouneedtoinstructthephonetodownloaditsconfigurationfromtheprovisioningdirectoryon

the3CXPhoneSystemserver:

1. DeterminehowtoenterthePhoneProvisioningURLinyourphone.InsomecasestheURL mustbemodifiedsomewhat.FollowtheIPphoneconfigurationguidesinthe SupportedIP Phonespage.

2. Decide whether you willuseoption66andDHCPorwhetheryouwillconfiguretheURL manuallyviathephoneswebinterface.

3. If using Option 66 in your DHCP Server, configure your DHCP server to provide the provisioningURLatstartup.Moreinformationfollowourguideon HowtoAuto­ProvisionIP

4. IfviathePhone’sWebInterface,followthestepsintheconfigurationguideforyourphone.

ManagingYourIPPhones

3CXPhoneSystemprovidesaneasywaytomonitorandmanageyourphonesthroughoutyour

network.The“Phones”nodeinthe3CXManagementConsoleallowsyouto:

● Viewallphonesinthenetwork.

● QuicklyviewtheIPandMacaddressofeachphone.

● Checkthefirmwareversionthatthephoneisrunning.

● Remotelyrebootoneorallofthephones.

● Re­provisionthephones(afteryouhavemadeachangeyoucanrebootthephonesas

changestakeeffectimmediately).

● Launchtheadmininterfaceofthephone.

MonitorsecurityofextensionpasswordandPIN.WeakextensionpasswordsandPINs

arethemostcommoncauseofsecuritybreaches.

ChangingSettingsandRe­ProvisioningthePhones

Changes made to the phoneconfigurationfromthe“General” tabofthe “Extensions” nodeor withinthe“PhoneProvisioning”sectionofthe “Settings”node,willtakeeffectwithin24hours. Youcanre­provisionthephonestoforcethemtopickupthenewconfigurationimmediately.

Ifyouneedtore­provisionthephones,forexampleafteryouhavemadeconfigurationchanges:

1.

Selectthe“Phones”nodeinthe3CXManagementConsole.

2. Selectthephonesthatyouwishtore­provision.

3. Click“Reprovisionphones”.

4. SelectthephonesagainandselectReboot”torestartthephonesandactivatethenew

provisioninginformation.

UpdatingtheFirmwareonYourPhones

It is possible to update the firmware of your Cisco, Fanvil, Htek, snom, andYealinkIPphones throughout your network from the 3CX Management Console. Each of the firmwares has been

interoptestedby3CX.Itisrecommendedthatyouupgradefirmwareusingthismethodandnotby

downloadingthefirmwaredirectlyfromthevendor’swebsites.ToupgradeyourIPphonestothe

latest3CXtestedfirmware:

latest3CXtestedfirmware: 1. Fromthe“ ​ Phones”

1. Fromthe“Phones”node,selecttheIPphoneswhichyouwishtoupgradethefirmwareon andclickthe“UpgradeFirmware”button.

2. Selectthemodelandfirmwareofthephonefromtheupgradelistandclick“Upgrade”.The firmware will be uploaded and the phone rebooted. Note this feature requires a valid maintenanceagreement.

RemoteExtensions

Apowerfulbenefitof3CXPhoneSystemisitsabilitytosupportremoteextensions,i.e.employees

usingtheirextensionfromhomeoronthego.Thisgivestremendousflexibilitytoemployeesand delivers true mobility, because employees working from home or away can still be seamlessly integrated with the head office phone system. They can be members of call queues and use

3CXPhonetoseethepresenceofotherusers.Therearetwowaystoconfigurearemoteextension:

● DirectlyusingstandardUDP.RequirescorrectFirewall&RouterConfigurationandmightbe problematicwithsomelowendfirewalls.

● Using the 3CX Tunnel protocol. Requires deployment of the 3CX SBC (Session Border

Controller).Readourguideaboutthe3CXTunnel/3CXSessionBorderController

Deploying the 3CX SBC is preferable.Seeourguideon ProvisioningaRemoteExtension fora

moredetailedexplanationofthesubject.

SeeAlso

● Havemorethanonephone?Noproblemsee ConfiguringMultipleIPPhonesforaSingle Extension.

● In addition to IP phones, 3CX supports various for endpoints See SupportedIPPhones Pageforthefullrange.

● Remotephones?ReadourguideonProvisioningaRemoteExtension

● ForInformationonPortforwardingseeourguideforyourFirewall&RouterConfiguration.

● Howtoconfigure YealinkHotDeskingwith3CXPhoneSystemandusethesameIPphone formultipleusers.

● HowtoconfiguresnomHotDeskingwith3CXPhoneSystem.

ExtensionManagement

Onthistopic

ExtensionManagement

Introduction

ImportingExtensionsfromActiveDirectory

ImportingExtensionsfroma.csvFiIe

ExtensionConfiguration

General

VoiceMail

ForwardingRules

Other

ExtensionCapabilities

Options

Restrictions

Access

OfficeHoursScheduling

ConfigureHours

AutomaticExtensionScheduling

ExtensionRights

ExtensionGroups

DefaultGroup

GroupMembership

GroupDefaultRights

CustomizingRightsforIndividualUsers

RegenerateProvisioningFiles

RecordingsManagement

SeeAlso

Introduction

This chapter explains how tocreateandconfigureextensionsin3CXPhoneSystem.Thereare multiplewaystocreateanextension:

● Whenprovisioninganewphone,youcanchoosetocreateanewextension.

● Extensionscanbemanuallycreatedfromthe“Extensions”node.

● ExtensionscanbeimportedfromActiveDirectory(oranyotherLDAPserver).

● Extensionscanbeimportedfroma.csvfileincludingparameterssuchasDID.

ImportingExtensionsfromActiveDirectory

YoucanimportextensionsdirectlyfromActiveDirectoryoranotherLDAPserver.Theaddedbenefit to thismethodisthateverytimeachangeismadetotheuserconfigurationinActiveDirectory, userscanbere­synchronised,inwhichcaseonlytheupdateswillbeimported.Thestepbystep

guideonhowtoImportExtensionsvia3CXActiveDirectoryexplainstheprocessindetail.

ImportingExtensionsfroma.csvFiIe

Createaspreadsheetwithcolumnsforeachfieldthatyouwishtoimportandsaveasa.csvfile.

ThedocumentHowtoManageExtensionsinBulkusinga.csvfilehasadetailedexplanationon

howtoachievethis.Then:

1. Logintothe3CXManagementConsoleandclickontheExtensions”node.

2. Clickonthe“Importextension”button.

3. Selectyour.csvfileandclick“Open”toimportyourextensions.

ExtensionConfiguration

​ toimportyourextensions. ExtensionConfiguration Toconfigureanextension,clickonthe ​ “Extensions”

Toconfigureanextension,clickonthe“Extensions”nodeinthe3CXManagementConsole.Click

on “Add Extension” to create a new one or select an existing extension and click “Edit Extension”.

General

IntheUserInformationsectionyoucanenterthefirstname,lastnameandtheemailaddressofthe user.Awelcomeemailwithinformationontheextensioncreated,aswellasvoicemailandmissed call notifications (configurable), will be sent tothespecifiedemailaddress.IntheAuthentication section,theauthenticationIDandpasswordareautogenerated,howevertheycanbealteredas needed. If the phone is provisioned, the authentication details will be sent to the phone automatically.

VoiceMail

VoiceMail The ​ “VoiceMail” taballowsyoutoconfiguretheextension’svoicemailpreferencesincludingthe

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

youwant3CXPhoneSystemtoreadouttheCallerIDandtheDate/Timeofwhenthemessage

wasreceived.Youcanalsochoosetosendanemailnotification,whenvoicemailisreceived.This

canbeconfiguredtocontainthevoicemailmessage,andalsodeletethemessagefromtheserver

freeingupspace.

The “Managegreetings”sectionallowsyoutoconfigureyourvoicemailgreetings.Thefollowing optionsareavailable:

Addnew–Allowsyoutoaddanewgreetingfromapre­recorded.wavfile.

Recordfromphone–Letsyourecordanewgreetingfilefromyourphoneandaddittothe greetingslistontheleft.

Delete–Deletestheselectedgreetingfilefromthegreetinglistontheleft.

RefreshWAVfiles–Refreshesthelistofgreetingfilesintheuser’sfolder.

Playonphone–AllowsplaybackoftheselectedgreetingfileonaconfiguredIPphone.

Play­Allowsyoutodownloadtheselectedgreeting filetoyourcomputerandlistentoit.

● Youcanalsochoosewhethertoplaythesamegreetingfileforallyourstatusesorconfigure differentgreetingmessagesforeachstatus.

ForwardingRules

Eachextensioncanhaveasetofcallforwardingrulesthatdefinewhat3CXPhoneSystemshould

dowhentheextensionuserisunabletotakeanincomingcall.Thiscanbeconfiguredbasedon:

● Theuser’sstatus.

● Thetime.

● ThecallerID.

● Whetherthecallisaninternalorexternalcall.

Eachstatusrequiresacallforwardingrule.Forexample,iftheuserisunabletotakeacallwhilst

theirstatusis“Available”,youcanforwardthecalltovoicemail,whilstifthestatusissetto“Outof

Office”youcouldforwardittotheirmobile.

Callforwardingcanbeconfiguredbytheadministratorusingthe3CXManagementConsoleorby

theuserfromthe3CXPhoneclient.Instructionsonhowtoconfigurecallforwardingforanextension

canbefoundontheConfiguringForwardingRulesusermanualpage.

Other

UserInformation

Theuserinformationsectionallowsyoutosetstatus,loginandoutofqueues,turnDNDonoroff,

configurethecallerIDfortheextensionandtheSIPID.

ExtensionCapabilities

The extension capabilities section allows you to set advanced options foraparticularIPphone registeredtothisextension.Theseoptionsarebestleftasdefault.

Options

Theoptionstaballowsyoutoconfigureoptions,restrictionsandaccessfortheextension.

Options Theoptionstaballowsyoutoconfigureoptions,restrictionsandaccessfortheextension.

Recordallcalls–Recordsallcallsforthisextension.

Callscreeningon–UseONLYfortheReboundfeature.Willprompttheuserforaname andplaythenametothecalledpartysothatthepersonmaydecidetotakethecallornot.

Sendemailnotificationformissedcalls–Triggersanemailforeachmissedcall.

Donotshowextensionin3CXcompanyphonebookRemovesextensionfromthe

phonebook.

Restrictions

DisableExtension–Disablesextension.

DisableExternalCalls–Disallowsanyexternalcallsfromtheextension.

PinProtect­Youcanconfigureanextensiontoallowoutboundcallsonlyaftertheyentera

PIN.Tounlocktheextension,theuserdials777followedbythePINanda#.ThePBXwill

informtheuserthataccesshasbeengranted.Theusercanthenproceedtodialthedesired

externalnumber.

DisallowuseofextensionoutsidetheLAN–Blocksanyregistrationsfromoutsideofthe

network.ThissettingappliestoIPphones.

Blockremotetunnelconnections–Blockstheextensionfrombeingregisteredoutsideof

thenetwork,evenifitusesthetunnelfeature(whichisseenasalocalregistration).

Access

Thissectionallowsyoutocontrolaccesstothe3CXManagementConsole,3CXWebReportsand

3CXHotelModuletoanextension.

OfficeHoursScheduling

TheOfficeHoursSchedulingfeatureallowsauser’sstatustobechangedbasedonglobaloffice

hoursorspecificofficehours.

hoursorspecificofficehours. ConfigureHours Select if the extension will follow the

ConfigureHours

Select if the extension will follow the PBX’s Global Office Hours, oruseitsownSpecificOffice Hours. To specify Specific OfficeHours,enabletheoptionandclick “Configure”.Youcanalso configureBreakTimesbyclicking “Configure”nexttotheoption.Theseoptionscanbeusedin conjunctionwiththeoptionsavailablebelowtoautomaticallychangethestatusoftheextension.

AutomaticExtensionScheduling

WhenyouhaveConfiguredOfficehoursandBreaktimes,youcanenablethefollowingoptionsto

controlautomaticstatuschangesandextensionfunctionalitybasedonthetimeofday:

Automaticallychangeextensionprofilebasedontimeofday–OutsideofOfficehours, theuser’sstatuswillautomaticallybeswitchedto“OutOfOffice”.Theuser’sstatuscan alsobechangedto“Away”onconfiguredbreaktimes.

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

Block Outbound calls outside of Office Hours – Blocks any outbound calls fromthis extensionoutsideofofficehours.

ExtensionRights

fromthis extensionoutsideofofficehours. ExtensionRights The ​ “Rights” tab allows you to quickly check an

The “Rights” tab allows you to quickly check an extension’s Group membership rightsforthis extensionandconfigurethemaccordingtoyourpreferences.Alltheavailablegroupsappearonthe “GroupMembership”listonyourleft.

Anygroupthattheextensionalreadybelongsto,ischecked,andtheroleofthecurrentextensionin

thegroupappearsintheRolecolumn.Theuser’srightsfortheselectedgrouparedisplayedonthe

rightsideofthetab.

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

Toaddanextensiontoagroupsimplytickthecheckboxnexttothegroupnamethatyouwantthe

extensiontobeapartofandselecttheuserrightsonthe“UserRights”sectionofthetab.Click

“OK”toapplyyourchanges.

ExtensionGroups

Extensiongroupsareusedtodeterminewhatinformationisshowntowhom.Inaddition,theyhelp

grouptheextensionforbothusersandadministrators.Notethatanextensionhastobepartofat

leastonegroup.

Users can be assigned rights to see details ofothermembersintheirgroup,managerscanbe assigned elevated rights over users in their group. Rights are assigned based on Group membership. That means thatamanagerwillbeabletoseecalldetailsofanymemberoftheir group,independentofthecalldestinationororigin.

DefaultGroup

TheDefaultgroupcontainsallextensions,wherebyusersofthegrouphavenorights,butmanagers of this group can see information about all the extensions. Any extension you create will automaticallybeassignedtothisgroupinitially(untilyouremoveitorassignittoanothergroup).

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 restoringabackupfromV11thenalltheuserswillbeaddedasuserstothe Defaultgroup andanymanagersinthe managementgroupwillbeaddedas managersinthe Defaultgroup.

TheDefaultGroupisagroupthatisalwayspresentin3CXPhoneSystem.Managersassignedto

thisgroupcan:

● See the call details of ALL extensions and queues (since all extensions are part of the defaultgroupunlessyouremovethemfromthegroup)

● Perform operations onANYcallinthesystem(Pickup,Transfer,Divert,Reject,Barge­in, andPark).

ToaddanextensiontotheDefaultgroup:

1. Clickonthe“Default”sub­nodeundertheExtensions”node.

2. SelectanextensionontheleftandclickAdd”.Click“OKtosavechanges.

3. Nowlogoutandloginwiththisextension’s3CXPhonetoseetheadditionalinformation.

GroupMembership

OK ” ​ tosavechanges. 3. Nowlogoutandloginwiththisextension’s3CXPhonetoseetheadditionalinformation. GroupMembership

Tocreateanextensiongroup:

1. Inthe3CXManagementConsole,clickonthe“Extensions”nodeandclickonthe “Add ExtensionGroup”tab,fromthetopmenu.

2. Nowproceedtoaddextensionsbyselectingextensionsfromtheleftlistandclickingonthe “Add” button. Note that Extensions can now bepartofmultiplegroups. PublishGroup informationtoallcompanyusers: ThisoptionpublishesyourGrouppresencetoallthe

3CXPhoneSystemUsers(alltheextensionscanseeyourgrouppresenceandcalls).

YoucanselectwhichuserwillbetheManagerofthegroupby: 1.

YoucanselectwhichuserwillbetheManagerofthegroupby:

1. Clickingonthe “MemberRights”tab,thenclickingontheuser’snameinthe“Extensions inthisGroup”list.

2. Youmaythenselectthe “Roleofuserinthisgroup”whereyoumayselect“Manager”or “User”andaccordinglytheuserwillbegrantedtherightsofamanagerorauser.Youcan configure one or more “Managers” for any group. Typically thiswouldbeadepartment supervisor.GroupManagerswillbeabletoseethecalldetailsofeveryonewithinthatgroup.

GroupDefaultRights

The “DefaultGroupRights”tabspecifiesthedefaultrightsthatareassignedtoeachuserrole. Thedefault “Manager”and “User”rightsapplytothecurrentextensiongroup.Youcanconfigure theserightsseparatelyforeachextensiongroup.

Toconfigurethedefaultgrouprights:

1. Clickonthe “DefaultGroupRights”tab.Thesesettingspertaintowhatgroupmembers

anduserswithinthisgroupcanseeanddoin3CXPhone.

2. Optionally you can enable the Manager'sextensiontoperformoperationsoncallsofthe

groupmembers.Checktheoption “Performoperationsoncallstousersofthisgroup” toenablethis.

3. Similarly,youcanalsoconfigurewhatrightsUsergroupmembershave.

4. Click“OK”tosavethegroupandrightsinformation.Userswillneedtologoutandloginto

3CXPhonetoseetheirnewrightsreflected.

CustomizingRightsforIndividualUsers

CustomizingRightsforIndividualUsers Ifyouwantaparticularuserormanagertohavemore(orfewer)rightsthanthedefaultsspecifiedin

Ifyouwantaparticularuserormanagertohavemore(orfewer)rightsthanthedefaultsspecifiedin

the“DefaultGroupRights”tab,youmayspecifytheserightsby:

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

2. Tickingoffthecheckboxeswiththerightsthatyouwantthemembertohaveinthe“Rights currentlyassigned”partofthetab.

3. Theoptionsavailablefortheusersare:

● Canseegroupmembers–Allowstheusertoseeallgroupmemberspresence.

● Canseegroupcalls–Allowstheusertoseecallsmadebygroupmembers.

● Showpresencetogroupmembers–Showstheuser’spresencetogroupmembers.

● Showcallstogroupmembers–Showsuser’scallstogroupmembers.

● Performoperations(divert,transfer,take)onanyactivecalltogroupmembers.

● CanBargein–Canbargeintocallsmadebygroupmembers.

● CanIntercom–Allowstheusertointercomotherextensions.

● Allowparking–Allowstheusertoparkcallssothatotheruserscanpickthemup.

● AllowIVRcontrol–AllowsusertocontroltheIVR.

● Allows to manage Company Phonebook – Allows the user to add / edit / Delete

contactsfromtheCompanyPhonebookviathe3CXPhoneforWindowsClient.

4. Select the options that suit your needs accordingly and then click “Apply” to apply the chosen rights. A restart of the configured extensions 3CXPhone client is neededforthe changestotakeeffect.

RegenerateProvisioningFiles

When you make a change, for example, to ports or the FQDN then the provisioningURLswill change.InthiscaseyouwillneedtoreprovisionyourphonessotheyobtainthenewURL.Thiscan

bedonedirectlyfromthe3CXManagementConsole.

bedonedirectlyfromthe3CXManagementConsole.

Toregenerateprovisioningfiles:

1. Fromthe “Extensions”nodeinthe3CXManagementConsoleselecttheextensionswhich youwouldliketoregeneratetheprovisioningfilefor,selectasingleextensionorholddown the“CTRL”keyonyourkeyboardtochoosemorethanoneextension.

2. Fromthetopmenuclick “Regenerateprovisioningfiles”.Theprovisioningfileswillthen bere­generatedfortheextensionschosen.Youcanthenre­provisionthephonestopickup their re­generated provisioning files as described in the Changing Settings and Re­ProvisioningthePhonessectioninthepreviouschapter.

Recordings

Conversationrecordingsandvoicemailmessagescangrowquitelargeandtakeupalotofspace. You can manage these recordings by settingAutoClearingOptionstolimitthem.Youcanalso download and delete recorded conversations directly from the “Recordings” node in the 3CX ManagementConsole.

​ “Recordings” node in the 3CX ManagementConsole. Tosetupthenumberofdaystokeeprecordings: 1. Expandthe ​

Tosetupthenumberofdaystokeeprecordings:

1. Expandthe“Recordings”nodeandclickontheQuota”button.

2. Tickthecheckboxforthetypeofrecordingstoclear,thenselectthenumberofdaysthat

theywillbekeptbeforethey’redeletedandclickSave”.

SeeAlso

● Informationondelegating3CXManagementConsoleaccess,alongwithusecaseexamples

● SeetheusermanuallaboutRecordingaconversationorconferencecall.

● SeeourCheckingandManagingyourVoicemailguidetolearnhowtodothisfromyour

3CXPhone.

● FindinformationonCustomizingEmailTemplates.

● ReadmoreaboutRecordingManagement.

ConfiguringaVoIPProvider/SIPTrunk

Onthistopic

ConfiguringaVoIPProvider/SIPTrunk Introduction RequirementsforusingaVoIPProvider/SIPTrunk ConfiguringaVoIPProvider/SIPTrunk

Step1:CreateanAccountwithaVoIPProvider

Step2:AddtheVoIPProviderAccountin3CXPhoneSystem

DID’sandInboundCallIdentification

SeeAlso

Introduction

VoIPproviders“host”phonelinesandreplacethetraditionaltelcolines.VoIPproviderscanassign local numbersinoneormorecitiesorcountriesandroutethesetoyourphonesystem.Inmost casestheyalsosupportnumberporting.

VoIP providers are often able to offer better call rates because they mayhaveaninternational network or have negotiated better rates. Therefore, using VoIPproviderscanreducecallcosts. However,beawarethateachVoIPcallrequiresbandwidth.VoIPisrealtime,soitdoesplacea demand on your Internet connection. As a rule of thumb, eachcallwillconsumeapproximately 30­120kbpersecond,dependingonwhichcodecyouuse.Thedocument, BandwidthOverhead over DSL connections, includes detailed information about bandwidth consumption, including particularcodecsbandwidthusage.

3CXrecommendsusingsupportedVoIPproviders.AllsupportedVoIPprovidershavebeentested

for interoperability with 3CX Phone System, and are re­tested with each new build. Their

configurationtemplatesarealsoincludedwith3CXPhoneSystemtoallowyoutoquicklyandeasily

addthem.Seethelistof3CXSupportedSIPTrunkProviders.

3CXPhoneSystemsupportstwotypesofVoIPproviders:

RegistrationBased–TheseVoIPprovidersrequirethePBXtoregisterwiththeprovider using an authentication IDandpassword.MostoftheVoIPproviderspre­definedin3CX PhoneSystemareregistrationbased.

IP Based / SIP Trunk – IP Based VoIP Providers (also known as SIP Trunks) do not generallyrequirethePBXtoregisterwiththeprovider.TheIPaddressofthePBXneedsto be configured with the provider, so that it knows where calls to your number shouldbe routed.

RequirementsforusingaVoIPProvider/SIPTrunk

If you plan to use a VoIP provider,youneedtohaveafirewall/router/NATdevicethatsupports STATIC PORT MAPPINGS. Often routerswillperformportaddresstranslation,whichwillcause problemssuchasonewayaudio,failinginboundcallsandsoon.Itisalsohighlyrecommendedthat youhaveanFQDNthatresolvestoastaticexternalIP.IfyourexternalIPchangesintermittently, inbound calls will fail. See the Firewall & Router Configuration for details to configure your firewall/router/NATdevice.

ConfiguringaVoIPProvider/SIPTrunk

Step1:CreateanAccountwithaVoIPProvider

First,youneedtohaveanaccountwithaVoIPserviceprovider.3CXPhoneSystemsupportsmost

popularSIPbasedVoIPserviceprovidersandwerecommendusingonethathasbeentestedby 3CX as 3CX includes pre­configured templates for these VoIP providers. Go to

http://www.3cx.com/partners/voip­providers/toseealistofsupportedproviders.

Step2:AddtheVoIPProviderAccountin3CXPhoneSystem

AfteryouhavecreatedtheVoIPprovideraccount,youwillneedtoconfiguretheaccountin3CX

PhoneSystem.Todothis:

1. Inthe3CXPhoneManagementConsolemenu,select“SIPTrunks”>“AddProvider”

​ SIPTrunks”>“AddProvider” 2. 3CX Phone System will prompt you to conduct a ​

2. 3CX Phone System will prompt you to conduct a Firewall Test. Frequently, the internet facing firewall sitting between 3CX Phone System and theVoIPproviderisnotcorrectly configuredorisnotabletocorrectlyrouteVoIPtraffic.Tocheckthefirewallconfiguration,it isimportanttoperformafirewallcheckusingtheinbuiltfirewallchecker.

● Click“RunFirewallChecker”.

● EnsurethatthetestsfortheSIPPort(defaultport5060),andtheAudioPortrange

(defaultports9000­9255)allpasswithsuccess.Ifthefirewallcheckfails,youmust

gotoyourfirewallandtroubleshootwhythetestfailed.

● Aftersuccessfullycompletingthetest,returntotheVoIPProviderWizard.

Note:3CXdoesnotprovidespecificfirewallconfigurationsupport.

3. EnterafriendlynameforthisVoIPprovideraccount. 4. SelecttheCountrythattheVoIPprovideroperatesin. 5.

3. EnterafriendlynameforthisVoIPprovideraccount.

4. SelecttheCountrythattheVoIPprovideroperatesin.

5. SelectyourVoIPproviderfromtheProviderdropdownlist.Iftheproviderisnotlisted,select “GenericVoIPProvider”,or“GenericSIPTrunk”,(Ifusingagenericproviderwewillnotbe

abletoguaranteethat3CXwillworkwiththisVoIPprovider),ClickNext”.

6. TheSIPserverhostnameorIPmaybepre­filled.Comparethesewiththedetailsthatyou havereceivedfromyourVoIPproviderandcheckthattheseareindeedcorrect.Depending ontheVoIPproviderthatyouareusing,somefieldswillbedisabled.Thismeansyoudonot needtochangethem.Click“Next”tocontinue.

7. NowentertheVoIPprovideraccountdetails.IntheExternalnumberfield,entertheVoIP linenumberthathasbeenassignedtoyou.ThenentertheAuthenticationID/usernameand password of your VoIP provider account. Specify the number of simultaneouscallsyour providerallows.Click “Next”tocontinue.IfyouareusingaSIPtrunk,thepasswordwillbe greyedout,sinceauthenticationisdoneviaIP.

8. SpecifyhowcallsfromthisVoIPprovidershouldberouted.Youcanspecifyadifferentroute outsideofficehours.Theroutingconfiguredherewilltakeeffectwhennoinboundrouting rulesarematched.

9. Onthenextpage,youcanoptionallyconfigureanoutboundcallrule,whichwillbeusedto routeoutboundcallsthroughthenewprovider.Thisisnormallydonebyroutingcallsstarting with a specific prefix. Enter the dialling prefix in the “Calls to numbers starting with (prefix)” textbox.Tomakecallsviathisprovider,precedethenumbertobedialledwiththis prefix.

MoreaboutOutboundandInboundRulescanbefoundintheTrunkManagementSection.

DID’sandInboundCallIdentification

IfyourVoIPproviderhasprovidedyouwithDIDnumbers,youwillneedtospecifytheseintheDID

tab.Todothis:

tab.Todothis: 1. Inthe3CXManagementConsole,select ​ “SIPTrunks”

1. Inthe3CXManagementConsole,select “SIPTrunks”clickontheVoIPprovideryouwant toconfigure.

2. Clickonthe“DID”tab.

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

Youcanalsoseethelistofinboundrulesbyexpandingthe“InboundRules”node.

MoreaboutInboundRulescanbefoundinChapter8.

SeeAlso

● SeetheFirewall&RouterConfigurationtoconfigureyourfirewall/router/NATdevice.

● FindmoreaboutOutboundandInboundRulesintheTrunkManagementSection.

● AddHowmuchdedicatedbandwidthdoIneedforVoIP?SeetheBandwidthOverheadover DSLconnectionsguidetofindout.

● Seethelistof3CXSupportedSIPTrunkProviders.

ConfiguringVoIPGateways

Onthistopic

ConfiguringVoIPGateways Introduction WhatisaVoIPGateway? WhatisaPort? SupportedVoIPGateways

Step1:DiscoverandUpdatetheVoIPGateway

BeroNetGateways PattonSmartNodeGateways WelltechWellGateGateways

Step2:ConfiguretheVoIPGatewayin3CXPhoneSystem

SeeAlso

Introduction

ExternalcallscanbemadeonPSTN/phonelinesorviaVoIPproviders.AtraditionalPBXrequires you to connect the PSTN lines to the PBX hardware box; however in the case of 3CX Phone Systemyouhavemoreoptions:

● Connect PSTN lines (physical phone lines) to a VoIP Gateway situated onyourinternal network.

● Connect PSTNlinestoaVoIPadd­incard,installedonthemachinerunning3CXPhone Systemoronanothermachine.

● Use a “hosted” phone line from a VoIP Service Provider. In this case the VoIP service providergivesyoutheabilitytomakecallsviayourinternetconnection.Thisisexplainedin thenextchapter.

Tomakeandreceiveexternalphonecallsviayourregularphonelines,youwillhavetobuyand

configureaVoIPgateway.Thischapterexplainswhattheyareandhowtoconfigurethem.

WhatisaVoIPGateway?

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

analoglinesaswellasBRI,PRI/E1linesandT1lines.VoIPcardsdothesamething,butareadd­in

cardsthatareinstalledintoacomputer.

WhatisaPort?

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

inthecaseofE1orT1ports,eachportrepresents30and23channelsrespectively.Justasitis

necessarytoconfigureaphonetoregisterwiththephonesystem,itisalsonecessarytoconfigure

theVoIPgatewayorcardtoregisteritsportswith3CXPhoneSystem.Somedevicesbuildahunt

group for all available ports and present them as on single virtualextensioninside3CXPhone System(Beronet&Pattondevices)andothersrepresenteachportindividually(Welltech).

SupportedVoIPGateways

ItisimportanttouseaVoIPgatewaysupportedby3CX.Supportedgatewayshavebeentestedby

3CXandareautomaticallyconfiguredwiththeircorrectsettings.Ifusingthedefaultconfiguration,

3CX will also provide first line support of their use with 3CXPhoneSystem.Alistofthelatest supportedgatewayhardware,canbefoundontheSupportedVoIPGateways&ATA'spage.

InordertoconfigureaVoIPGatewaywith3CXfollowthestepsoutlinedbelow.

Step1:DiscoverandUpdatetheVoIPGateway

Thefirststepistoconnectthegateway,assignastaticIPandupdatethefirmwareontheVoIP

Gateway.

BeroNetGateways

IfyouhaveaBeroNetgateway,youwillneedto:

1. Usethe“bfdetect”tooltofindthegatewayonthenetwork.

2. ConfiguretheGatewayin3CXasdescribedinthenextstep.

3. Clickonthe"ConfigureBeroNetCard"buttonatthebottomofthesummarypage

4. Loginwithadmin/adminandfollowthescreeninstructionstocompletethesetup.

MoreinformationisaboutConfiguringBeronetBeroFIX.

PattonSmartNodeGateways

IfyouareusingaPattonSmartNodegateway,youwillneedto:

1. UsethePattonSmartNodeDiscoveryTooltofindthegatewayonthenetwork.

2. ConfiguretheGatewayin3CXasdescribedinthenextstep.

MoreinformationaboutConnectingASmartNodetotheNetwork.

WelltechWellGateGateways

IfyouwanttouseaWelltechgateway,youwillneedto:

1. Plugananalogphoneintothedeviceanddial#126#onFXSdevices

2. PreparetheWelltechGatewaybyupdatingtherequiredfirmwareprovidedby3CX.

3. Update3CXPhoneSystemtodownloadthelatesttemplateupdatesforyourWellgate.

4. ConfiguretheGatewayin3CXasdescribedinthenextstep.

Step2:ConfiguretheVoIPGatewayin3CXPhoneSystem

ThesecondstepistocreatetheVoIPgatewayinthe3CXManagementConsoleandconfigureit.

1. Inthe3CXManagementConsole,clickthe ​ “PSTNGateways” ​ node ​ > ​ ​ “AddGateway” ​ . 2. In

1. Inthe3CXManagementConsole,clickthe“PSTNGateways”node>“AddGateway”.

2. In the name field, enter afriendlynamefortheVoIPgateway.Nowchoosethegateway brandandmodelthatyouareusingfromthelist.Click“Next”.

3. Depending on thegatewayyouselected,youmightbeaskedadditionaloptions,suchas whatcountrythedevicewillbeconnectedin.Someoptionsarelinespecificandyoumay needtocheckwithyourlineprovider.

needtocheckwithyourlineprovider. 4. EnterthehostnameorIPoftheVoIPGatewayinthe ​

4. EnterthehostnameorIPoftheVoIPGatewayinthe“GatewayHostnameorIP”field,and

specifytheSIPPortonwhichthegatewayisoperating.Bydefaultthisis5060.

5. Specifythenumberandtypeofportsthegatewaysupports,i.e.analog,BRI,PRIorT1.This

willsetuponeaccountforeachportandenablethecorrespondingnumberofcalls/linesfor

thataccount.

● Ananaloglinesupports1call.

● ABRIportsupports2calls.

● AnE1(PRI)supports30,andaT1(PRI)supports23.

Forexample,ifyouspecify1xT1port,itwillcreateoneSIPaccountwhichcanhandleupto23

calls.Click“Next”.

6. Theindividualportswillbe“created”anddisplayedinacolumnarformat.

Virtualextension number–IneffecttheVoIPGateway“converts”eachline/portto anextension,sothatthephonesystemcanreceiveandforwardcallstoit.Thevirtual extension number is a number assigned by 3CX Phone System so that it can addressitasanextension.Thereisnoneedtochangethisfield.

AuthenticationID&Password –Thesevaluesareusedtoauthenticatetheports

with3CXPhoneSystem.

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

supports.Ananaloglinesupports1call;aBRIportsupports2calls,anE1(PRI)30,

andaT1(PRI)23.

Port Identification – This field shows the identificationnumbergiventotheport. Hereyoucanspecifythenumberthatwasassignedbyyourtelcoprovider.

InboundRouteDay/Night –Iftheportwillreceiveinboundcalls,youcanspecifyto whichextension,ringgroupordigitalreceptionistacallmustberouted.Thiscanbe changedandextendedtosupportmultipleDIDsatalaterstage. 7. On the next page, you can create an outbound rule for the VoIPGatewaythatisbeing configured.Forexample,youcanhavecallswherethecallednumberstartswithaprefix routedtothisGateway.Click“Finish”tocreatetheVoIPGateway.

SeeAlso

● ConfigureBeroNetBeroFix/SmallBusiness/400/1600/64001or4BRI|GSM|FXO|FXS

PattonSmartnode4970–T1&E1(1or4port)

PattonSmartNode4120–ISDNBRI(1&2port)

WelltechWellGate2540–4portFXOor4portFXS

WelltechWellGate2424s–24PortFXS

WelltechWellGateATA172plus­POE–2PortFXS(fax)

TrunkManagement

Onthistopic

TrunkManagement

Introduction

CreatingOutboundCallRules

CreatingDIDNumbers/InboundRules

AddingDID’s

ConfiguringDifferentOfficeHoursperDID

TroubleshootingDIDNumbers

Exporting&ImportingDIDs

ExportingDIDs

ImportingDIDs

CallerIDReformatting(CallerIDRe­Write)

SeeAlso

Introduction

Outboundandinboundrulesdictatehow3CXPhoneSystemroutescallsbasedoncertaincriteria.

Youcan,forexample,configurerulestocontrolthroughwhichVoIPgatewayorprovideracallwill beplacedthrough,basedonleastcostrouting,sothatlocalcallsgothroughyourISDNlinesand international calls through your VoIP provider. You can also create DID (Direct Inward Dialing) numberswhichwillallowyoutoplacecallsdirectlytoauser’sextension,bypassingthereceptionist orIVR.

CreatingOutboundCallRules

AnoutboundruledenotesthroughwhichVoIPgateway/provideranoutboundcallshouldbeplaced.

Basedonwhoismakingthecall,thenumberthatisbeingdialledorthelengthofthenumber.

WhenconfiguringaVoIPGatewayoraVoIPProvider,youwillbeaskedtocreateanoutboundrule

thatwillbeusedtoroutecallstotheGatewayorProvider.Youcanalsoedittheserulesorcreate

newonesfromtheoutboundrulesnode.

Tocreateanoutboundrule: 1. From the 3CX Management Console menu under select “ ​ Outbound Rules” >

Tocreateanoutboundrule:

1. From the 3CX Management Console menu under select “Outbound Rules” > “Add OutboundRule”,andenteranameforthenewrule.

2. Specifythecriteriathatshouldbematchedforthisoutboundruletobetriggeredwith.Inthe “Applythisruletothesecalls”section,specifyanyofthefollowingoptions:

Callstonumbersstartingwithprefix–Applythisruletoallcallsstartingwiththe

numberyouspecify.Forexample,enter9tospecifythatallcallsstartingwitha9are

outbound calls andshouldtriggerthisrule.Callersshoulddial“9123456”toreach

number“123456”.

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

separatedbycommas,orspecifyarangeusinga­,forexample100­120.

CallstoNumberswithalengthof –Selectthisoptiontoapplytheruletonumbers

withaparticulardigitlength,forexample8digits.Thiswayyoucancapturecallsto

localareanumbersornationalnumberswithoutrequiringaprefix.

Callsfromextensiongroup–Ratherthanspecifyingindividualextensions,youcan selectanextensiongroup.

3. Now specify how outbound calls matching the criteria should be handled. In the “Make outboundcallson”section,selectuptothreeroutesforthecall.Eachdefinedgatewayor provider will be listed as a possible route. Ifthefirstrouteisnotavailableorbusy,3CX PhoneSystemwillautomaticallytrythesecondroute.

ThealternativeOutboundRouteswillhavetobeconfiguredinorderforcallstotaketheseroutes,

whenthefirstisunavailable.BydefaultthesecondandthirdroutesBlockCalls.

4. Youcantransformthenumberthatmatchestheoutboundrulebeforethecallisroutedtothe selectedgatewayorproviderusingthe“ S ​

4. Youcantransformthenumberthatmatchestheoutboundrulebeforethecallisroutedtothe

selectedgatewayorproviderusingthe“StripDigits”and“Prepend”fields:

Stripdigits–Allowsyoutoremoveoneormoredigitsfromthecallednumber.Use thistoremovetheprefixbeforeacallisdialledonthegatewayorproviderifitisnot required.Intheexampleabove,youwouldspecifytoremoveonedigit,inorderto

removetheprefix“9”beforeitisdialled.

Prepend–Allowsyoutoaddoneormoredigitsatthebeginningofthenumberifthis isrequiredbytheproviderorgateway.

5. You can configure these options per outbound rule, since a rule that applies to a VoIP gateway connectedtothelocalPSTNwouldnormallyrequiredifferentcriteriathanarule thatappliestoaVoIPProvider.

SeeourOutboundRules–ACompleteExampleofhowtocreateanoutboundrulein3CXPhone

System.

CreatingDIDNumbers/InboundRules

Manycompaniesprovideusersand/ordepartmentswith“DirectorDIDnumbers”,whichallowtheir contacts to call them directly, bypassing the receptionist. DID numbers are referred to as DDI numbers in the United Kingdom and as MSNnumbersinGermany.Evenifyoumakeuseofa digitalreceptionist,adirectline/numberisoftenpreferablebecauseit’smoreconvenientforthe caller.

Directdialnumbersareeasilyimplementedusing ​ “InboundRules” ​ .DIDnumbersareprovidedby your VoIP provider or

Directdialnumbersareeasilyimplementedusing “InboundRules”.DIDnumbersareprovidedby your VoIP provider or Phone Companyandarevirtualnumbersassignedtoyourphysicallines.

Usuallyyouareassignedarangeofnumbers,whicharelinkedtoanexistingBRI/T1/E1.Therewill

beanextrachargepernumberorperrange,butthiswillbeafractionofthecostofaddingphysical

lines.EnquirewithyourPhoneCompanyorVoIPproviderformoreinformationaboutDIDnumbers.

AddingDID’s

AddingDID’s ToaddaDID: 1. Fromthe3CXManagementConsole,select “ ​

ToaddaDID:

1. Fromthe3CXManagementConsole,select InboundRules”>“AddDID”.

“InboundnametoCallerID”.

3. Underthenew“InboundRule”,the “InboundRuleType”allowsyouto choosebetweena DID/DDIorcallerIDnumbermask.

4. Inthe “DID/DDINumber/mask”field,entertheDIDnumberasitwillappearintheSIP“to”

header(Thenumberyourproviderhassuppliedasyourmain,orfirst,DIDnumber).3CX

PhoneSystemwillmatchthenumberinsertedinthisfieldwiththe“to”header,startingfrom thelastpartofthereceivedstring,thusavoidinganydifferencesintheformatofthenumber.

Forexample,ifyouarebasedintheUKandyourDIDnumberis0845­2304024,thenyou

canenterthenumber*2304024.ThiswillmatchanyDIDnumberinsertedinthe“to”field

ending with these numbers, including +448452304024, 08452304024, 00448452304024,

and,ofcourse,*2304024.

5. SelectforwhichGatewayorProviderportsyouwishtoaddthisDIDto.IftheDIDnumberis associated with multiple ports, then you must select each port. An inbound rule will be createdforeachportthatyouselect.

6. SpecifywhereyouwishtodirectcallsmadetothisDID:

● EndCall

● Connectiontoextension

● ConnecttoQueue/RingGroup

● ConnecttoDigitalreceptionist

● Voicemailforextension

● Forwardtooutsidenumber

● Sendfaxtoemailofextension

7. Youcanspecifythatanincomingcallisrouteddifferentlyifitisreceivedoutsideofficehours.

De­selectthe“Sameasduringofficehours”optiontospecifyadifferentroute.

8. Click“OK”tocreatetheDID/Inboundrule.

ConfiguringDifferentOfficeHoursperDID

Businessesworkinggloballyacrossdifferenttimezones,willwanttoconfiguredifferentofficehours

andholidaysperDID.

Todothis:

1. Fromthe3CXManagementConsolemenu,click“Add”>“DID/Inboundroute”.

2. Give the rule a descriptive name.ThiswillbeusedtoidentifywhichDIDhasbeenused whentroubleshooting,asitcanbeseeninthelogs.Itwillalsobeusedforidentifyingwhich DIDisbeingusedtotomakethecall,andwillbedisplayedintheCallerIDofthedestination phone.Thisoptioncanbeselected,intheGlobalOptions,toprependthenameoftheDID.

3. Inthe“DIDnumber/masktypeinthenumber.Thiscanbeawholenumber,orawildcard,

bothformatswillbeconsideredforprocessing.Forexample1235551234or*234.

1 ​ 235551234 ​ or ​ *234 . ​ 4. Choose the

4. Choose the provider/gatewayport.Thisisusedtoidentifyoverwhichlinethecallwillbe cominginfrom.AVoIPproviderwillonlyhaveoneavailableport.AVoIP(PSTN)Gateway, willhaveoneportforeachphysicalline,dependingonthemakeandmodel.FXOgateways for example will haveoneportforeachline.E1/T1gatewayswillonlyhaveoneportper gateway.

5. InordertoenablecustomDIDopeninghours,uncheckthe ​ “Applythesameroutinglogic Outsideofofficehours” ​ box. 6.

5. InordertoenablecustomDIDopeninghours,uncheckthe“Applythesameroutinglogic

Outsideofofficehours”box.

“Applythesameroutinglogic Outsideofofficehours” ​ box. 6. Choose whereyouwanttorouteoutofofficehourscallsinthe ​

6. Choose whereyouwanttorouteoutofofficehourscallsinthe “OutsideOfficeHours” section.

​ “OutsideOfficeHours” section. 7. Check ​ “Set up Specific Office Hours” ​ . This

7. Check “Set up Specific Office Hours”. This option will only be enabled if you disable “ApplythesameroutinglogicOutsideofofficehours”.Click “SetupSpecificOffice Hours”toopenupthedialogbox.

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

8. SetyourofficehoursandclickOK”.

9. Check “Play Holiday Prompt on Public Holiday” to playtheholidaypromptwhenever

thereisaholiday. 10.Click “OK”toaccepttheconfigurationofboththeroutingofthecallaswellastheopening

hoursoftheDID.

11.Gotothe“Settings”node>“General”.

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

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

playfortheholidays. 13.GivetheHolidayaname,forexample, ​ “NewYear” ​ .

13.GivetheHolidayaname,forexample,“NewYear”.

14.Choosethedatefortheholiday,forexample1January.SinceNewYearsDayrecursevery

year,youcanchoose “each”insteadofayear.Holidayswithasteadydateeachyearcan bedefinedlikethis.Dateswhichdonothaveasteadydateeachyearcanbedefinedasand whenaholidayoccurs,forexampleabankholiday,youcandefinethecurrentyearorthe nextyear.

15.ChooseaprompttoplayfortheHoliday.ClickAdd”.

16.Chooseapromptfromthelistoffilesalreadyintherepository,andclick“OK”.

17.Click“Add”toaddtheholidayandprompttothePBX.

18.Click“OK”toexittheholidayconfiguration

19.Click“OK”intheGeneralSettingstosavetheconfiguration.

TroubleshootingDIDNumbers

IfyouhavecreatedtheDIDs,butcallsarenotbeingforwardedasexpected,dothefollowing:

1. Gotothe“ServerActivity”lognodeinthe3CXManagementConsole.TheServerStatus

screenlistscurrentserveractivityandlogscallsthatarebeingreceivedandforwhich

numbertheywerereceivedon.

2. CalltheDIDnumberthatyouconfigured,andmonitortheServerStatuslog.Youwillseea

linesimilarto:

Incomingcallfrom1000to<sip:789456123@3CXPhoneSystem>

where“1000”istheinternalnumberofthelineconfiguredtoreceivecallsfromtheVoIP

GatewayorVoIPProviderand<sip:789456123@3CXPhoneSystem>isthecontentofthe

“To”headeroftheINVITE,i.e.theintendedrecipient.(Notelogginglevelshouldbesetto MediumorVerbosetoseeadditionalmessages.)

3. Nowanalysethe“To”headercarefullyandensurethattheDIDnumberyouhavedialledis

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

4. Ifyouseeatext‘Reviewinvite&adjustsourceidentification’,youneedtoconfigureSource

identification.Seethechapter“ConfiguringaVoIPProvider/SIPTrunkformore

information.

Exporting&ImportingDIDs

ExportingDIDs

IfyouneedtoexportyourInboundRulestoa.CSVfileformattoeithersavethemasbackuporto

makechangestothem,followthesesteps:

1. Logintothe3CXManagementConsole.

2. Clickonthe“InboundRules”nodeandselecttheDID’sthatyouwanttoexport.

3. Clickonthe“Export”buttontobeginexportingyourDIDrules.

4. SelectalocationandafilenameforyourexportedDIDrulefileandclick“Save”.Yourrules

willbeexportedandsavedintheCSVfile.

ImportingDIDs

IfyouwanttocreatemultipleDIDrulesyoucandosobycreatingthenecessaryfieldsonaCSVfile

usingthecorrectformat,thenimportingthembackinto3CXbyusingtheimportfunction.

ToimportyourDIDsinto3CXfromaCSVfilefollowthesesteps.

1. Logintothe3CXManagementConsole.

2. Clickonthe“InboundRules”nodeandclickontheImport”button.

3. BrowsetothefilethatcontainstheDIDrulesthatyouwanttoimport,selectitandclick “Open”.

4. Theruleswillbeimportedin3CXPhoneSystem.

SeeCreatingandImportingDIDsformoreinformation.

CallerIDReformatting(CallerIDRe­Write)

HereyoucanfindmoreinformationaboutCallerIDReformatting

SeeAlso

● SeeourOutboundRules–ACompleteExampleofhowtocreateanoutboundrules.

● SeeConfiguringaVoIPProvider/SIPTrunkformoreinformationonsourceidentification.

● SeehowtocreateExtensionGroups​​toaddtooutboundroutes.

ConfiguringDigitalReceptionist/AutoAttendant

Onthistopic

ConfiguringDigitalReceptionist/AutoAttendant

Introduction

RecordingaMenuPrompt

CreatingaDigitalReceptionist

AllowingCallerstoDialaKnownExtensionDirectly

CallbyName

Self­IdentificationMessage

HowitWorks

ExchangeServerIVRIntegration

SeeAlso

Introduction

The digital receptionist feature allows 3CX Phone System to answer phone calls automatically. Whenacallcomesintothephonesystemthecallerispresentedwithalistofoptions.Thecaller can then choose the appropriate option using the numbers on their phone keypad. Using this featureyoucanimplementamenu.

Forexample,“Forsalespress1.Forsupportpress2orwaitonthelinetobetransferredtothe

operator”.Adigitalreceptionistisalsoknownasanautoattendant.

You can configure many different digital receptionists each with their own extension number. Dependingonyourpreferencesyoumayconfigurethesetoanswercallsbasedonwhichlinethe call comes in from, as well on whether the call is received inside or outside office hours. For example,youcanhaveadifferentpromptforoutsideofficehoursthatdoesnotincludetheoptions tobetransferredtogroups/queuesthatdonothaveagentsavailabletotakecalls.

RecordingaMenuPrompt

Beforeyoucreateyourdigitalreceptionist,youmustfirstwritedownthemenuoptionsyouwishto offer the caller and then record the announcement. A simple example would be, “Welcome to

CompanyXYZ,Forsalespress1.Forsupportpress2orstayonthelineforanoperator”

Note:Itisgenerallyrecommendedtoputthenumbertheusershouldpressaftertheoption,i.e.“For

sales,press1”,ratherthan“press1forsales”.Thisisbecausetheuserwillwaitforthedesired

optionandonlythen“register”whatnumbertopress.

CreatingaDigitalReceptionist

CreatingaDigitalReceptionist Youcancreatemultipledigitalreceptionistsandlinkthemtoaparticularline.Tocreateadigital

Youcancreatemultipledigitalreceptionistsandlinkthemtoaparticularline.Tocreateadigital

receptionist:

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

2. Specifyanameandvirtualextensionnumberforthedigitalreceptionist.

3. Nowclickonthe“Record”buttonandenteryourextensionnumber.

● Youwillbecalledsothatyoucanrecordtheprompt.Thefilewillbecopiedintothe %allusersprofile%\3CX\Data\Ivr\Prompts or C:\ProgramData\3CX\Data\Ivr\Prompts directorydependingonyourOS.

● Alternatively click on the browse button and specify a file that you previously

recorded.YoumustsavethefileinWAVformatinPCM,8kHz,16bit,Monoformat.

(InWindowsSoundRecorderyoumustusethe“SaveAs”optiontosavethisformat)

DonotuseMP3format.

4. Specify the menu options. Select theappropriatekey,andthenselectfromtheavailable actions. Thenspecifytheextensionnumberorvirtualextensionnumber(virtualextension numberinthecaseofRingGroup,CallQueueortoanotherDigitalreceptionist)

didnotunderstandthemenuorwhodonothaveaDTMFcapablephone.Whenready,click

“OK”tosavethedigitalreceptionist.

AllowingCallerstoDialaKnownExtensionDirectly

Whilstadigitalreceptionistpromptisplaying,acallercanentertheextensionnumberdirectlytobe connected to an extension immediately. This allows callers who know their party’sextensionto avoidgoingthroughareceptionist.Thisoptionisenabledbydefault.Ifyouwishtomakeuseofthis featuresimplyinstructyourcallersbyexplainingthisinthevoiceprompt.

For example, “Welcome to CompanyXYZ.Ifyouknowyourparty'sextensionnumber,youmay

enteritnow,otherwise,forsalespress1.Forsupportpress2”.

CallbyName

UsingaDigitalReceptionist,youcanalsodirectcallerstothecallbynamefunction.Thisallows

themtofindthepersontheywishtospeaktobyenteringthefirstlettersoftheperson’slastname

onthephonedialpad.Thecallbynamefunctionrequires:

1. Aself­identificationmessagefortheuser.Userswithoutaself­identificationmessagearenot

accessibleviathecall­by­namefeature.

2. UserscannothavealastnamewithUnicodecharacters.

3. TheCall­by­namemenufeaturemustbemadeavailablefromaDigitalReceptionistasone

ofthemenuoptions.

Self­IdentificationMessage

Torecordyourself­identificationmessage:

1. Gotoyourvoicemailmenu(Default999).

2. EnteryourvoicemailPINnumber.

3. Gototheoptionsmenu(‘9’key).

4. Press‘5’keytorecordtheselfIDmessage.

5. Recordyournameonly,i.e.“SarahJones”.

HowitWorks

TheCall­by­namefeatureusesthelastnameoftheuserandcomparesitwiththeinput(thathas

beenenteredonthephonekeypad).Thefollowingrulesareused:

● Thelastnameisconvertedtouppercase.

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

● Thefollowingtranslationsforsymbolsareused:

● 'ABC2'=>'2'

● 'DEF3’=>'3'

● 'GHI4'=>'4'

● 'JKL5'=>'5'

● 'MNO6'=>'6'

● 'PQRS7'=>'7'

● 'TUV8'=>'8'

● 'WXYZ9'=>'9'

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

ignored,butcanbeusedtocalluserswithshortlastnames(forexample,toaccesssomeonewith

thelastname‘Li’,youcantype‘540’).

Aftertheuserhasenteredthreedigits,IVRqueriesthephonesystemdatabaseformatchingusers.

Iftherearenomatchingusers,youhear“extensionnotfound”.Ifthereisonlyonematchinguser,

theIVRplays“PleaseholdwhileItransferyourcall”andredirectsthecalltothechosenextension. Iftherearemorethanonematchinguser,theIVRwillwaitforadditionaldigitstobeenteredbythe

caller,for2seconds.

● IfIVRwaitsforadditionaldigits(morethanonematchinguser)andcallerpressesanydigit, theIVRwilladdthisdigittothecurrentinputandcheckcurrentlymatchingusers.Ifthereare nomatchingusers,theIVRwillplay“extensionnotfound”.

● Iftheuserdoesnotinputanymoredigits(2secondselapsedor‘#’hasbeenpressed)and

morethanoneuserismatched,thentheIVRwillplay:“TocallVanDammepress0.Tocall

VanHalenpress1.Toexitpresspound,(#)”.Inthisexample‘VanDamme’and‘VanHalen’

aretheself­identificationpromptsofthematchingusers.

ExchangeServerIVRIntegration

Note:Requires3CXProEditionLicense.

ExchangeServer2013SP1includesavoicemailandanIVRfeaturethatcanbeinterestingtouse

for companies that deploy Microsoft Exchange Server.TheExchangeIVRfeatureallowsyouto leveragespeechrecognitioninyourcompany’sIVR.Thevoicemailfeatureallowsyoutoconvert voicemailstotextandforwardthemviaemail.

Systemisavailableonthispage.

SeeAlso

● Seeour 3CXOnlineTraining:DigitalReceptionistsvideoandseefirsthandhowtosetup andconfigureyourAutoAttendant.

ConfiguringRingGroups/Paging/Intercom

Onthistopic

ConfiguringRingGroups/Paging/Intercom

Introduction

RingGroups

Paging

Intercom

SeeAlso

Introduction

The Ring Groups / Paging and Intercom features add powerful capabilities to your PBX. Ring groupswillhelpyoutonevermissthatimportantcustomercall,whilstthePagingfeatureallowsyou tomakeannouncementstogroupsofpeopleratherlikeaPAsystem.

tomakeannouncementstogroupsofpeopleratherlikeaPAsystem. RingGroups

RingGroups

Aringgroupallowsyoutodirectcallstoagroupofextensions.Forexample,youcoulddefinea

groupofthreesalespeople,andhavethegeneralsalesnumber“DID”ringonallthreeextensions

atthesametimeoraftereachother.Whenyoucreatearinggroup,youassignitavirtualextension

number.Thiswillbethenumberusedbythephonesystemto“address”theringgroup.

Toaddaringgroup:

1. Inthe3CXManagementConsole,selectRingGroups”>“AddRingGroup”.

2. Nowentertheringgroupoptions:

● Virtual extension number – This number identifies the ring group from other extensions. Keep theautomaticallygeneratedextensionnumber,orspecifyanew oneasneeded.Donotspecifyanexistingextensionnumber.

● Name–Enterafriendlynamefortheringgroup.

● Ringstrategy–Selecttheappropriateringstrategyforthisringgroup:

○ PrioritisedHunt–Thiswillstartringingonthefirstextension,thenthesecond

etc.

○ Ringall–Allphoneswillringatthesametime

○ Paging–Thiswillpageallextensionspartofthegroup(seenextsection)

● Ringtime–Specifyhowlongthephonesshouldringfor.

3. Inthesection“Ringgroupmembers”specifytheextensionsthatshouldbepartofthisring group.Simplyclickontheextensionstotheleftandclickonthe“Add”buttontoaddthemto theringgroup.Movetheextensionsupordowntoconfigurethepriorityofanextension.

4. Inthesection “Destinationifnoanswer”,youcandefinewhatshouldhappenifthecall doesnotgetansweredbytheringgroup.

Paging

Pagingallowssomeonetoringagroupofextensionsandmakeanannouncementviathephone

speaker.Thecalledpartywillnotneedtopickupthehandsetastheaudiowillbeplayedviathe

phonesspeaker.Thepersonpagingwillnothearanyaudiobackfromthepeoplebeingpaged.Both

pagingandintercomfeaturesrequireaphonethatsupportsintercomandthatisconfiguredtoallow

it.Toaddapaginggroup:

1. Clickon “RingGroups”>“AddRingGroup” optiontobringupthe “AddRingGroup” page.

2. Nowentertheringgroupoptions:

● Virtualextensionnumber–Specifyanextensionnumberwhichwillbeusedforthis

paginggroup.

● Name–Enterafriendlynamefortheringgroup.

● Ringstrategy–Selectthe“Paging”ringstrategy.

● Ringtime–Specifyhowlongthephonesshouldringfor.

3. If you have phones that support multicast, and you have a very large installation with specialized requirements, you can enable the Multicastoption.Formostinstallationsthis optionisnotrequired.

4. In the “Ring groupmembers”sectionspecifytheextensionsthatshouldbepartofthis paging ring group. Simply click on the extensions and click on “Add” to make them a member.

Important: Before using the Paging or Intercom feature make sure thatyouhavespecifiedthe paging/intercomprefixnumberby:

1. Fromthe 3CXManagementConsole,select“Settings”>“Advanced”>“DialCodes”tab

andaddingthepagingprefixinthe“Paging”field(*11forexample).

“Extensions” > “Edit Extension” > “Rights”, Check the “Can Intercom” option in “Rightscurrentlyassigned”section.

Note:The “Ringtime”and “Destinationifnoanswer”optionswillbeignored,sincetheyarenot relevantforpaging.

Intercom

Theintercomfeatureallowsaphonesystemusertomakeanannouncementtoasingleextension.

Inthisscenariotheaudioistwoway,andthecalledpartycanrespondimmediatelywithoutpicking

upthehandset.Tocallauserviatheintercomfunction:

1. Prefixtheextensionyouwishtocallwiththepaging/intercomprefix(thatyouspecifiedin “Settings” > “Advanced” > “Dial codes” > “Paging”field),followedbytheextension number.Forexampleyouspecifiedthepagingprefixtobe *11tomakeanintercomcallto

extension100youshoulddial:*11100.

2. Youcannowannounceyourmessage.

SeeAlso

● Learnabout BusyLampField(BLF)–Whatitisandhowitworks

● LearnaboutDialCodesandhowtoprogramthem

ConfiguringCallQueues

Onthistopic

ConfiguringCallQueues

Introduction

CreatingaCallQueue

ConfiguringQueueOptions

AddinganExternalAgenttoaQueue

AdvancedQueueFeatures(AvailableinPROEdition)

AdditionalQueueStrategies

AdditionalQueueOptions

SeeAlso

Introduction

CallQueuesallowcallstobequeuedwhilstagents(membersofacallqueue)answercalls.Calls

donotgounansweredbutwaitinaqueueuntilanagentisavailabletotakethecall.

Forexample,youcandefineagroupofthreesalespeople,andhavethegeneralsalesnumber

routetoasalescallqueue.Ifallthreesalespeoplearebusy,callerswillbekeptinthequeueuntil

thenextsalespersonisfree.

Whenyoucreateacallqueue,youalsoassignitavirtualextensionnumber.Thiswillbethenumber

usedbythephonesystemto“address”theCallQueue.

CreatingaCallQueue

CreatingaCallQueue ToaddaCallQueue: Inthe3CXPhoneManagementConsole,select ​

ToaddaCallQueue:

Inthe3CXPhoneManagementConsole,select “CallQueues”>“AddQueue”.Nowenterthe callqueueoptions:

1. Virtualextensionnumber–Optionallychangethesuggestedvirtualextensionnumber.Note

thatthisextensionnumberwillbeautomaticallycreated.Donotspecifyanexistingextension

number.

2. Name–EnterafriendlynamefortheQueue.

3. Pollingstrategy–Thisoptionallowsyoutochoosehowcallsshouldbedistributedtoagents:

● Huntrandomstart–3CXwillrandomlychooseanagenttodistributethecallto.This willevenlydistributethecallstoeachoftheagents.

● RingAll–ThephonesofALLtheagentswillring.

● PrioritisedHunt–3CXwilldistributethecallaccordingtotheorderspecifiedinthe

Queuememberssection.Allcallswillgotothefirstagentfirst,andonlyifthisagent isbusy,itwillgotothenextagent.Thisstrategycanbeusedtosetupskillsbased routing,byorderingtheagentsaccordingtotheirskills.

4. Ring timeout – Indicate the timeout in seconds,i.e.forhowlongthephoneshouldkeep ringingbeforeitconsidersthecallunansweredbythatagent.

ConfiguringQueueOptions

You can configure advanced queue options such as destination if no answer, maximumqueue lengthisreachedandmaximumqueuewaitingtimeisreached.