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3CX Phone System For Windows Manual

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1. 10 172 0 82 13 52 42 681 CM501007 Started Calls Controller thread mr 13 52 42 681 CM501002 Version 8 0 9114 0 13 52 42 681 CM501001 Start 3CX PhoneSystem Call Manager 13 52 42 556 EC200001 Configuration server is connected application 3cxhp8 5485 DBProvider local 127 0 0 1 54689 remote 127 0 0 1 13 52 42 525 CM501009 License Info Loaded Succeeded m G Screenshot 5 3CX Phone System Activity Log If dialling another extension does not work click on the Server Activity Log node This screen shows the activity log of the server and the log messages can indicate the reason of an error condition Page 25 3CX 3CX Phone System for Windows www 3cx com 4 Phone Provisioning How provisioning works Phone provisioning refers to the process of automatically configuring IP phones on a network by having them retrieve the phone settings from the 3CX Phone System server This method is preferable to manual configuration because it allows you to easily manage the phone system and phones from the 3CX Management Console When using phone provisioning it is easy to change extension passwords BLF lights and so on because you can do it from the management console and then reboot the phone and push out the changes without having to look at the configuration of the phone itself Provisioning your phones is a two step process 1 Create the extensions and specify the phone model and its MAC ad
2. 13 Generating Call Reports Introduction ils pdf Foxit Reade H AbandonedCalls p 2 Ble Sat Ver Language Qoament Tools Advanced Window Hep BRAG gt OOSTRA Ay o 0 0 R BITS e Ki X 3CX Phone System v7 0 Page 1 of 1 Abandoned Calls Report Period from 1 13 2006 2 05 04 PM to 1 13 2006 2 05 04 PM 00 01 00 2 8 2008 _5 45 02PM Screenshot 23 Call Reports 3CX provides a number of reports via its 3CX Call Reporter utility This utility can be started from the 3CX Phone System program group Reports available After you have started 3CX Call Reporter you can access the following reports from the reports menu at the top e Call Logs Report e Call Statistics e Queue Statistics e Abandoned Calls e Agent statistics e Ring Group Statistics Page 61 3CX 3CX Phone System for Windows www 3cx com 14 Connecting 3CX Phone Systems Introduction Note This feature is not present in the free edition of 3CX Phone System You can connect 2 separate 3CX Phone Systems or a 3CX Phone System with another SIP phone system using a bridge allowing you to make calls between branch offices using your internet connection and thus at no charge The bridge will be assigned a prefix which users must dial to access the other 3CX Phone System or SIP phone system This prefix must be followed by the extension number of the user they wish to reach on the other 3CX Phone System For example if you assign the prefi
3. feature sets and performance Therefore most VOIP phone systems come with a rich feature set including auto attendant voice mail call queuing and more These options are often very expensive in proprietary systems Better control via better reporting VOIP settings store inbound and outbound call information in a database on your server allowing for much more powerful reporting of call costs and call traffic Better overview of current system status and calls Proprietary systems often require expensive system phones to get an idea what is going on in your phone system Even then status information is cryptic at best With VOIP systems you can define which users can see phone system status graphically via a web browser Allows easy roaming of users Calls can be diverted anywhere in the world because of the SIP protocol characteristics How an IP Phone system works A VOIP Phone System also referred to as an IP PBX consists of one or more SIP standard based phones an IP PBX server and optionally a VOIP Gateway The IP PBX server is similar to a proxy server SIP clients being either soft phones or hardware based phones register with the IP PBX server and when they wish to make a call they ask the IP PBX to establish the connection The IP PBX has a directory of all Page 10 3CX 3CX Phone System for Windows www 3cx com phones users and their corresponding sip address and thus is able to connect an internal call or ro
4. means you do not need to change them Click Next to continue 4 Now enter the VOIP provider account details In the VOIP External number field enter the VoIP line number that has been assigned to Then enter the Authentication ID user name and password of your VOIP provider account Specify the number of simultaneous calls your provider supports Click Next to continue If you are using a SIP trunk the authentication ID and password will be greyed out since authentication is done via IP Page 38 3CX 3CX Phone System for Windows www 3cx com 5 Now specify how calls from this VOIP provider should be routed You can specify a different route outside office hours 6 On the next page you will be asked for a prefix so as to create an outbound rule for this VOIP provider Enter the dialling prefix in the Calls to numbers starting with prefix text box To make calls via this provider precede the number to be dialled with this prefix Note Frequently the internet facing firewall sitting between 3CX Phone System and the VOIP provider is not correctly configured or is not able to correctly route VOIP traffic To check the firewall configuration it is important to perform a firewall check using the inbuilt firewall checker You can start it by going to the Settings gt firewall checker node It will connect with the public 3CX firewall check server firewallcheck 3cx com and will check that it can send and receive UDP data on p
5. 79885522 we Server Activity Log Thomas Collins 97778855 Sy Services status Walker Wright 79988553 4J Extensions Sa PSTN devices VOIP Providers Inbound Rules Bridges outBound Rules a Digital Receptionist 20 Ring Groups E Call Queues ES Oe Settings Links mp 2 Help Screenshot 32 The company phonebook To manage the company phonebook go to the Settings gt Phonebook node Click Add to add an entry Importing Phonebook entries You can import phonebook entries from a CSV file Each entry should be on a new line and the fields separated by a comma as follows First name Last name Phone number Page 75 3CX 3CX Phone System for Windows www 3cx com Using the Phonebook To use the phonebook users enter a name or part of the name in the Make Call Dialog in the 3CX Assistant 3CX Assistant will automatically resolve the name or part of the name to a phonebook entry To launch a call the user just selects the name and clicks the Call button Page 76 3CX 3CX Phone System for Windows www 3cx com 19 Monitoring your Phone System Introduction 3CX Phone System is easy to monitor for any Windows administrator since it behaves just like any other Windows Server application You can monitor 3CX Phone System using your favourite network monitoring solution such as for example ActiveXperts or Microsoft Operations manager Things to monitor Systems exten
6. E O Extensions SA PSTN devices VOIP Providers amp Inbound Rules Bridges OutBound Rules amp Digital Receptionist 0 Ring Groups 2 Call Queues DR Settings Firewall Checker EZ Company Phonebook S2 Network 229 General rer Di Advanced J system Prompts E Activate License W Phone System updates amp Provisioning Templates BA links E6 Help Server Activity Log Refresh Copy Selected Text Clear Time Message 13 52 55 428 CM504001 Ext MakeCall new contact is registered Contact s sip MakeCall 127 0 0 1 40600 rinstance F4b83033640d01 13 52 55 428 CM504001 Ext Boomerang new contact is registered Contact s sip Boomerang 127 0 0 1 40600 rinstance 6 a0605099F 13 52 55 428 CM504001 Ext EndCall new contact is registered Contact s sip EndCal 127 0 0 1 40600 rinstance f67ac41f9e637255 13 52 55 303 CM504001 Ext 999 new contact is registered Contact s sip 999 127 0 0 1 40600 rinstance ee839815a9F59755 999 13 52 53 343 CM504001 Ext 1 new contact is registered Contact s sip 1 127 0 0 1 40000 rinstance 673bab4a5907aa4b 1 13 52 53 342 CM504001 Ext 0 new contact is registered Contact s sip 0 127 0 0 1 40000 rinstance 35b445b3d1ccb1a3 0 13 52 52 682 IP s added 10 172 0 82 13 52 52 324 CM504001 Ext 704 new contact is registered Contact s sip 704 127 0 0 1 40300 rinstance 63b6b143ad27ba0e 704 13 52 52 323 CM504001 Ext 703 new contact
7. In the 3CX Phone Management console menu select Add gt VoIP provider 2 Enter a friendly name for this VOIP provider account and choose the VOIP provider that you are using If it is not listed select Generic VOIP provider or Generic SIP Trunk A generic SIP trunk is a provider that does not use an authentication ID and Page 37 3CX 3CX Phone System for Windows www 3cx com password but rather uses your IP as authentication If using a generic provider we will not able to guarantee that it will work with this VOIP provider Click Next VOIP Providers Add VOIP Provider Wizard Add VOIP Provider Wizard Name of Provider Choose a Provider Bioadvou Fusion IP Base Brosdvon Fusion Diere Gab erte Chevorsd CellP Engn G 7E even Genenc SIP Teurk Generic VolP Provida nPhonex PSCBNOOSOm nettel Nemvotters Skype for SIP Bets SoT el SIP Trunk pe Yoo Uninvted lt es4ON4 BI4 gt Voz Telecom Weepee B Wide VOIP H ai More 3rd party tested providers can be found hare http Lack 3 Worldwide SE GR AJ IE Worldwide DK Worldwide US CA FR LU Worldwide Screenshot 12 Add VOIP Provider account 3 The registrar Proxy Hostname will be pre filled Compare these with the details that you have received from your VOIP provider and check that these are indeed correct Depending on the VOIP provider that you are using some fields will be disabled This
8. Page 29 3CK 3CX Phone System for Windows www 3cx com Phone provisioning templates Provisioning Templates This page allows you to View the templates and edit them ei Template Type Template Name Phones v Aastra x Edit lt xml version 1 0 gt a lt doc xmins tex http Awww 3cx com gt lt header gt lt type gt phone template lt type gt lt version gt 9121 lt version gt lt time gt 2009 07 20 19 00 00 lt time gt lt name gt Aastra SIP Phone lt name gt lt url gt http Awww aastra com lt url gt lt models gt lt model gt Aastra lt model gt lt model gt Aastra 51i lt model gt lt model gt Aastra 53i lt model gt lt model gt Aastra 55i lt model gt lt model gt Aastra 57i lt model gt lt model gt Aastra 6730i lt model gt m lt model gt Aastra 6731i lt model gt lt model gt Aastra 6751i lt model gt lt model gt Aastra 6753i lt model gt lt model gt Aastra 6755i lt model gt lt model gt Aastra 6757i lt model gt lt models gt lt parsers gt lt parser gt BLF lt parser gt lt parsers gt lt description gt Aastra SIP Phone lt description gt lt header gt lt data gt lt device gt lt type gt phone lt type gt lt Friendly Name gt lt field name Name gt Aastra SIP Phone lt field gt Hfinld name lO eescht inklis antes Fields l OK Cancel Apply Screenshot 7 Editing the Phone Provisioning template The phones are provisioned
9. a network connection point with a computer eliminating the need for an additional network point for the phone Examples of hardware SIP phones are GrandStream GXP 2000 or SNOM 320 Analogue phones Fax machines using an ATA adapter Figure 3 An ATA adapter If you want to use your current phone or analog fax machine with the VOIP phone system you can use an ATA adapter An ATA adapter allows you to plug in the Ethernet network jack into the adapter and then plug the phone into the adapter This way your old regular phone will appear to the VOIP phone system software as a SIP phone 3CX Phone System editions 3CX Phone System is available in 4 different versions a Free Edition a MINI edition a Small Business Edition a Pro Edition and an Enterprise edition A detailed feature comparison between versions is available at this location http www 3cx com phone system enterprise features html Pricing information and ordering information can be _ found here http www 3cx com ordering index php What s new in 3CX Phone System V9 All versions e Video support using 3CXphone X lite and Yealink videophones Page 12 3CX 3CX Phone System for Windows www 3cx com e Q722 codec support e New inbuilt high performance web server Abyss which can scale to any installation size IIS can still be used if required e Ability to provision 3CXPhone and 3CX Assistant e Additional node to quickly view all remote extension
10. and require an authentication ID and password to login to the SIP server In addition 3CX Phone System proxies T38 traffic to them You can create additional fax extensions for fax machines connected to an ATA or for software based T38 fax servers Fax extension settings Edit Fax Extension Fax Server Settings Fax Server Settings Configure Fax Server Settings Fax Server Extension Number 889 e Fax Server Authentication ID 889 2 Fax Server Authentication Password 192 168 1 3 v e GG ok Jl Cancel Apply Screenshot 31 Fax extension To edit fax extension settings or create a new fax extension 1 Inthe 3CX management console go to the Fax machines node Now edit the existing fax extension default 888 or add a new one 2 Inthe Fax Server Extension Number field specify the fax extension number Any call forwarded to this extension will be assumed to be a fax and receive a fax tone 3 Specify the Fax Server Authentication ID and Password These credentials will be used by the fax server to login to the SIP server 4 If this extension is used by 3CX Fax Server enable the option 3CX Fax Server You can specify the default email address to which all faxes should be sent 5 Make sure the network interface that 3CX must use is selected 6 If this extension is used for an ATA or 3 party T38 fax software just un tick the box In this case the extension
11. based on XML templates and if you are familiar with the model of IP phone that you have it is possible to edit these templates and add additional configurations that you might need for example to switch off backlight on the display These edits will then be added to the provisioning files To edit the phone provisioning templates 1 2 3 4 Go to the Settings gt Provisioning templates node In Template Type select Phones In Template Name select phone model Edit the template as necessary and click OK to save the changes To make the changes active you need to re provision the phones from the phones node Re provisioning the phones If you need to re provision the phones for example after you have made configuration changes you can easily do this from the IP Phones node 1 2 3 4 Go to the 3CX Phone System gt Phones node Select the phones that you wish to re provision Click Re provision phones Select the phones again and select Reboot to make the new provisioning information active on the phone Page 30 3CX 3CX Phone System for Windows www 3cx com Monitoring your IP phones File Add View Settings Links Help A Extension status uf Server Activity Log Add Extension g Add PSTN Gateway qb Add VOIP Provider Wizard gs Create Outbound Rule Create DID Phones 3CX Ki Launch Phone Interface 7 Add Extension Z Show Password Screenshot 8 The phones nod
12. conferencing Introduction Note This feature is not present in the free edition of 3CX Phone System Call conferencing allows you to easily setup up to eight conference calls that can allow a total of 32 callers license permitting In other words the 32 caller limit is for all conferences not per conference Note that a conference with 32 participants will require a powerful machine Although many conference call services exist it s often easier and cheaper to host your own audio conferences Conferences can be set up ad hoc without the need to reserve a conference room This has been done to simplify the set up of conference calls Configuring conferencing 1 In the 3CX Management console open the Settings gt Advanced node and click on the Conferencing tab 2 Now specify the conferencing extension number This is the number that users must call to setup a conference 3 Specify the maximum number of conferences you wish to support By default 4 conferences can be held at a time 4 Now specify whether you wish to require a PIN to create a conference If you enable this users that create a conference must enter this conference PIN after the conference ID when creating a conference Creating a call conference For information how to create a call conference see this page of the online extension user manual http www 3cx com blog um9en conference calls Page 59 ZAC 3CX Phone System for Windows www 3cx com
13. have more options e Connect PSTN lines physical phone lines to a VolP Gateway situated on your internal network e Connect PSTN lines to a VoIP add in card such as a Sangoma or Beronet installed on the 3CX Phone System machine or on another machine e Use a hosted phone line from a VOIP Service Provider In this case the VOIP service provider has connected external lines to a VOIP Gateway and allows you to access these lines via your internet connection To make amp receive external phone calls via your regular phone lines you will have to buy and configure a VoIP gateway or VoIP add in card This chapter explains what they are and how to configure them What is a VoIP Gateway or VoIP add in card A VoIP gateway is a device which converts telephony traffic into data so that it can be transmitted over a computer network In this manner PSTN telephone lines are converted to SIP extensions allowing you to receive amp place calls via the regular telephony network VOIP Gateways exist for analog lines as well as BRI PRI E1 lines and T1 lines VoIP cards do the same thing but are add in cards that are installed into an existing computer There are lots of VoIP gateways and VoIP cards available today at competitive prices Analog VOIP gateways start at as little as 100 Be sure to use a supported device a list of supported gateways amp cards can be found on http www 3cx com voip gateways index html PSTN line c
14. provides easy access to the company and to the personal phonebook and allows users to trigger calls simply by typing a name this will then automatically resolve the number and launch the call 3CX Assistant will show different information based on whether you are a standard user a departmental manager or a company manager In department manager mode you will see calls from anyone in your department In management mode you will see information Page 43 3CX 3CX Phone System for Windows www 3cx com of the entire company These rights are set by the Phone System administrator in the 3CX Management console Deploying 3CX Assistant The 3CX Assistant set up needs to be run on the local machine The latest set up can be downloaded here http www 3cx com downloads 3CXAssistantSetup9 exe After set up 3CX Assistant will ask for the provisioning URL so that 3CX Phone System can automatically configure the settings This also allows you to easily change server settings tunnel configuration as well as PIN codes or passwords The provisioning URL is created automatically and included in the welcome e mail sent to the user when you create an extension You can resend this email by going to the Extensions node in the management console selecting the extension and clicking on the button Send Welcome Email The installation instructions of 3CX Assistant can be found here http www 3cx com blog um9en 3cx assistant installation
15. set up one account for each port and enable the corresponding number of calls lines for that account An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 and a T1 PRI 23 For example if you specify 1 T1 port it will create one SIP account which can handle up to 23 calls If you wish to have each line individually addressed simply select 23 Analog lines The other options such as Registration Settings Other options etc have been preconfigured for your gateway model and do not need to be changed Click Next to go to the next screen PSTN devices amp Create ports The Following ports will be created in the Create Ports screen You can edit the Port identification and authentication settings before they are created Note that the Port identification is used For identification purposes and the internal line number is used by 3CX Phone System to address the line connected to the port on the VOIP Gateway Therefore the Internal Line Number range should be different from the extension number range You can configure to which extension incoming calls should be routed based on whether they are inside or outside office hours inbound route Remove selected Virtual extension Authentication ID Authentication Password Channels Port Identification Inbound Route Day Inbound Route Night 70002 70002 70002 1 70002 101 ze 101 v 70003 70003 70003 1 70003 101 w 101 i 70004 70004 70004 1 70004 101 wv 101 v 70005 70005 70005 1
16. standard all modern IP PBX systems use SIP as a protocol This means that you can use almost any SIP VOIP phone or VOIP gateway hardware In contrast a proprietary phone system often requires proprietary phones designed specifically for that phone system and proprietary expansion modules to add features and lines Scalable Proprietary systems are easy to outgrow Adding more phone lines or extensions often requires expensive hardware upgrades In some cases you need an entirely new phone system Not so with a VOIP phone system a standard computer can easily handle a large number of phone lines and extensions just add more phones to your network to expand Better customer service amp productivity Because calls are computer based it is much easier for developers to integrate with business applications For example an incoming call can automatically bring up the customer record of the caller dramatically improving customer service and cutting cost Outbound calls can be placed directly from Outlook removing the need for the user to type in the phone number Software based Phones are easier to use It is often difficult to use advanced phone system features such as conferencing on proprietary phones Not so with software based SIP phones all features are easily performed from a user friendly windows GUI More features included as standard Because a VOIP phone system is software based it is easier for developers to improve
17. system is a 3CX Phone System 9 Select which codecs you wish to use You can select GSM Speex Ilbc or G729 to save bandwidth Note you much turn on PBX delivers audio to enforce this codec 10 Now you must assign a prefix that users must dial to access the bridge Click Next to create the bridge 11 After it is created it you can edit bridge options by going to the bridges node You can edit Page 65 3CX 3CX Phone System for Windows www 3cx com e Inthe section other options you can define the maximum number of simultaneous calls you will allow for this bridge and whether outgoing or incoming lines will be allowed e Configure what to do with calls coming in via the bridge outside office hours 10 Now you must go to the Management Console of the other 3CX Phone System and set up the opposite end of the bridge i e either a Master or a Slave You must use the same authentication credentials Calling a party on the other 3CX Phone System To dial a party at the connected 3CX Phone system you must dial the assigned prefix plus the extension number of the person you wish to call Page 66 3CX 3CX Phone System for Windows www 3cx com 15 Using the tunnel for remote extensions Introduction A powerful benefit of a software based IP PBX is the ability to support remote extensions i e employees using their extension from home or a satellite office This gives tremendous flexibility to
18. the record button to record your system prompt 3 Now save the file using the Save As command This allows you to specify the format to save the file in Click on the Format button to change the format to PCM 8 kHz 16 bit Enter a name for the prompt and click save 4 When creating a digital receptionist menu you will be asked for the path to the file Note You can also have your voice prompts professional recorded using a Voice Talent studio Be sure to have them created in the specified format Creating a digital receptionist You can create multiple digital receptionists and link them to a particular line To create a digital receptionist 1 In the 3CX Phone System Management Console menu select on Add gt Digital Receptionist Edit Digital Receptionist a The Digital Receptionist Auto Attendant answers and directs calls automatically General Configure the Name Prompt and Time out for this Digital Receptionist Virtual extension number Cannot be in use as an extension 800 e Name Digital Receptionist e Redirect To MS Exchange He Prompt Beethoven s Symphony No 9 Scherz Browse l Play ei Menu options key key Extension Number 0 Connect to Extension v 100 Nick Galea v ei 1 Connect to Extension w 101 Richardson Bailes v 2 Connect to Extension w 102 Taylor Smith v 3 Connect to Extension w 103 Mill
19. the system For example when a user picks up their voice mail the system prompts will instruct the user what buttons to press To change the system prompts to a different language Page 19 3CX 3CX Phone System for Windows www 3cx com 1 Go to 3CX Phone System Updates gt System prompt sets node and then select the prompt set you wish to use The prompt set will be downloaded 2 Now go to the Settings gt System prompts sets node and click on the Manage Prompt sets button at the top of the screen 3 Select the prompt set you have downloaded and click on Set As Current Promptset The system will now use this new prompt set Page 20 3CX 3CX Phone System for Windows www 3cx com 3 Creating Extensions Introduction After you have installed 3CX Phone System you will need to follow a number of steps to complete the setup 1 Create 3CX Phone System extensions 2 Configure software and or hardware SIP phones 3 Configure phone lines Start up the 3CX Management console from the 3CX program group or point your web browser to the Management Console by entering the name of the machine for example http phone system Management A login page will appear Enter the Username and Password that you provided during setup select the language you would like to use and then click on the Login button Note The management console is available as a Windows application or as a web based application Nat
20. voice mail as a WAV file to the e mail It will still leave the voice mail in the voice mail box just in case you wish to pick up the voice mail via the phone by dialling 999 o Send as attachment and delete from mbox will send an email with the voice mail attached AND delete the voice mail from the voice mailbox on the 3CX server This avoids the user having to delete the voice mail from 2 locations i e from the email inbox and from the 3CX voice mailbox 4 Click OK to create the extension Page 22 3CX 3CX Phone System for Windows www 3cx com Forwarding rules Each extension can have a set of call forwarding rules that defines what 3CX Phone System should do when an extension user is unable to take an incoming call This can be configured based on the user s status the time whether its an internal or external call or the caller ID Each status requires a call forwarding rule For example if the user is unable to take a call whilst his her status is Available you can forward the call to voice mail whilst if the status is set to Out of Office you could forward it to his her mobile Call forwarding can be configured by the administrator from the management console or by the user from the MyPhone portal Please see this web page for instructions how to configure call forwarding for an extension http www 3cx com blog um9en myphone forwarding rules Configuring the SIP phones After you have created the e
21. windows services remotely Windows events The following events are posted and can be monitored using your network monitoring package CM104001 registration failed because specified destination could not be resolved or doesn t respond This event occurs when the remote VOIP provider could not be contacted This could occur when your internet connection is down or the specified IP or FQDN for the VoIP provider is incorrect or down CM104002 destination has responded with error code This event occurs when the VOIP provider responds with an error for example it could be that your account has been disabled Monitor IP s of gateways and phone system Additionally you should create checks that regularly check the IP of any VoIP gateway as well as the phone system to ensure that they are up and running Page 78 3CX 3CX Phone System for Windows www 3cx com 20 Troubleshooting amp Support Introduction H you have problems configuring 3CX Phone System you can access the following sources of information for help e The 3CX KB Help http www 3cx com blog help e The Phone configuration guides http Awww 3cx com sip phones index html e The Gateway configuration guides http www 3cx com voip qateways index html e Follow our online training course http training 3cx com e The Support forum http Awww 3cx com forums e Our support system requires support package Configuration guides
22. with another 3CX Phone System and a slight quality degradation might be noticeable Local IP or Hostname of remote 3CX Phone System OH Port 5060 OH Remote end of Tunnel Public IP of Remote 3CX Phone System CH Port 5090 CH Local end of Tunnel localhost i Port 5080 i Lei Authentication ID 10004 OH Authentication Password 10004 Time between registration attempts in seconds 60 CH Finish Cancel Next Screenshot 26 Slave bridge using 3CX Tunnel 7 lf you have selected to create a slave bridge using a 3CX Tunnel then you must enter e Local IP or hostname of remote 3CX Phone System and port e Remote end of the tunnel in most cases the tunnel will be running on the 3CX Phone System machine in which case you need to enter the public IP of the remote 3CX Phone System machine Enter the remote tunnel port of the 3CX Tunnel by default 5090 e Enter the Local end of Tunnel Leave the default Localhost and 5081 to use the Tunnel installed by default with 3CX Phone System The port will be incremented with each bridge that you create that uses the tunnel e Authentication ID and Password Enter the credentials with which this side of the bridge must authenticate with the Master These must of course match the credentials entered on the master Note You will have to open port 5090 on the firewall behind which the Master 3CX Phone System resides 8 Select provider capabilities Enable all options if the remote
23. 12 Stevens Dixon 113 Lee Parker 114 Morgan Allen 115 Philips Watson Members 101 Richardson Bailey 102 Taylor Smith 103 Miller Cox 104 Bell Shaw 105 Thomas White 106 Johnson Jones 107 Adam Simpson OK Cancel Apply Screenshot 15 Adding an Extension Group 1 In the management console click on the Extensions node and click on the Add Extension Group icon 2 Now proceed to add Extensions by selecting extensions and clicking on the Add button Note that Extensions can only be part of one group so only extensions that have not been assigned to a group yet are listed Add Extension Group 2 Edit or create new groups Members Rights Group Administrator Administrator Extensions Perform operations on calls to users of this group Can Barge In on calls to users of this group User rights See call details call destination duration on any active call to group members See incoming calls to any group member Perform operations park transfer take on any active call to group members Can Barge In on calls to users of this group Select Extensions EI e He i 0000 OK A Cancel Apply Screenshot 16 Setting Extension Group Rights 3 Now click on the Rights tab These settings pertain to what group members can see and do in the 3CX Assistant Page 45 3CX 3CX Phone System for Windows www 3cx com 4 You can configu
24. 3 3CXPhone System gt is the content of the To header of the INVITE i e the intended recipient Now analyze the To header carefully and ensure that the DID number you have dialled is present in the To header lt sip 789456123 3CXPhone System gt If the DID number is not present in the To header you will have to check the documentation of your VOIP Gateway to find how you can configure it to insert the Page 53 3CX 3CX Phone System for Windows www 3cx com DID number into the To field In the case of a VOIP Provider contact your VOIP provider for more information 5 If the DID number is present in the To header check whether the string listed in the To field matches the string you configured in the rule Adjust accordingly and try again Page 54 3CX 3CX Phone System for Windows www 3cx com 11 Ring groups Call Queues Paging Intercom Ring Groups A ring group allows you to direct calls on particular numbers to a group of extensions For example you could define a group of 3 sales people and have the general sales number ring on all 3 extensions at the same time or after each other When you create a ring group you also assign it a virtual extension number This will be the number used by the phone system to address the ring group Edit Ring Group 20 Ring groups allow more than one phone to ring at the same time or in a sequence General Enter the Ring Gro
25. 3CX partner will send you a detailed quote You can skip this step if you wish After the Wizard has completed you can connect to the 3CX Phone System Management Console by clicking on the management console short cut in the 3CX Phone System program group To connect to the management console from a remote machine start a web browser and enter the name of the machine on which 3CX Phone System is installed followed by Management For example http ohone system Management If you are using Abyss you have to append the port number 5481 For example http phone system 548 1 Upgrading from a previous version of 3CX Phone System It is possible to upgrade a 3CX Phone System 8 7 1 or 7 0 installation to version 9 as follows 1 Before uninstalling backup your current configuration using the backup and restore tool located in the 3CX program group 2 Now uninstall using Add Remove programs 3 Install 3CX Phone System v9 You will be prompted for the backup file by the configuration wizard This will restore your configuration Notes in regards to upgrades from older versions e Upgrades of version 3 1 5 6 0 6 1 configurations are not supported e f you upgraded and switched the type of web server that you used you must go into Phones node select all phones and select the Re provision button Page 17 3CX 3CX Phone System for Windows www 3cx com Activating 3CX Phone System If you have purcha
26. 70005 101 101 v lt Back Next gt Screenshot 11 Adding PSTN Lines 6 Click Next The individual ports will be created and displayed in a columnar format Virtual extension number In effect the VOIP Gateway converts each line port to an extension so that the phone system can receive and forward calls to it The virtual extension number is a number assigned to it by 3CX Phone System so that it can address it as an extension There is no need to change this field Authentication ID amp Password These values are used to authenticate the ports with 3CX phone system These values must match the settings configured in your gateway By default the ID and password have been set to the Virtual extension number Channels The Channels field allows you to specify how many simultaneous calls this port supports An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 and a T1 PRI 23 If you prefer to address each line individually you can create additional SIP accounts and change the number of channels supported by each account to 1 Note that your VOIP Gateway must support this especially higher density VOIP Gateways are easier to configure if you use one account for all lines connected to a port Port Identification This field specifies the actual PSTN phone line number and is used for identification purposes only Inbound Route If the port will receive inbound calls you can specify to w
27. Be sure to follow the configuration guides for your gateway or sip phone e SIP Phone configuration guides http www 3cx com sip phones index html e VOIP Gateway configuration guides http www 3cx com voip gateways index html Knowledge base Help page 3CX maintains a knowledge base help page on its blog at http www 3cx com blog help Request support via our support system If you have purchased a support package from 3CX you can contact the 3CX support department via the support system Login details would have been provided to you by email When requesting support include the Support info data 3CX Phone System can automatically generate a file which includes all relevant support information NO PASSWORDS TO PHONES OR VOIP PROVIDERS WILL BE INCLUDED The data will NOT be sent automatically You will be prompted for a location to save the data so you can check what data will be sent to us before you send it to us To generate the support info file 1 In the 3CX Phone System Program Group start the Backup and Restore tool 2 Click on the button Browse next to Generate Support Page 79 3CX 3CX Phone System for Windows www 3cx com 3 You will be prompted for a location to save the data Enter the file name to be generated You can review the data that will be sent prior to sending it to us 4 Login to the 3CX support system and attach the information to your support request 5 Inclu
28. NED 8 2 Help Cisco CP7912 8 0 1 0604 dummy 115 eg e 10 172 0 125 5060 UNPROVISIONED Snom MAIN2 360 116 tig hed 10 172 0 116 2048 00041323689 snom320 7 3 14 Snom production 117 kiad zek 192 168 1 24 2048 UNPROVISIONED Aastra SIP DECT SW Ver AastraDect 118 aa kee 10 172 0 202 5060 UNPROVISIONED Linksys SPA 962 SPA 9 Linksys SPA962 119 ed bated 10 172 0 119 5060 000E08DD5526 3CxX oipPhone 4 0 8913 SuperAdministrator 120 one er 127 0 0 1 51326 UNPROVISIONED Cisco CP7940G 8 0 SuperAdministrator 120 a ag 10 172 0 120 5060 UNPROVISIONED Si H w 3CX Phone System provides an easy way to monitor and manage your phones network wide The Phones node in the 3CX Management console allows you to View all phones available in the network Quickly view IP and Mac address of each phone Remote reboot one or all of the phones Re provision the phones after you have made a change you can update the provisioning files and reboot the phones to have the changes take effect Launch the admin interface of the phone Monitor security of extension password and PIN Weak extension passwords and PIN s are the most common cause of security breaches Page 31 3CX 3CX Phone System for Windows www 3cx com 5 Adding PSTN line s via a VOIP Gateway Introduction External calls are received and made on PSTN phone lines A traditional PBX requires you to connect the PSTN lines to the PBX hardware box however in the case of 3CX Phone System you
29. PSTN Gateway 1S Lem 10000 100 100 t E P Zeg PSTN Gateway NU 10000 10000 200 100 Sytem Emma Ratus i PSTN Gateway 1 10090 10000 100 100 Rerecte Connections gt PSTN Gateway WE 20000 10000 200 100 WI CR PSTN Gatewey 1 10090 10000 100 D Server Acti 9 PSTN Gatow 15 t ie Services stab PSTN Gateway 156 t0090 10000 t00 D PSTN Gateway t 100 10000 poo 10 Etena PSTN de PSTN Gateway 158 10000 10000 1 K OUP Providers PSTN Gateway t 10000 H 1 Kk ered Rules PSTN Gatewey 470 1000 10001 100 1 3 Brchges PSTN Gatewary m 10001 10001 00 100 Odbor udes PSTN Gabewey 472 1000 10001 poo 190 D Dial Receptionist PSTN Gateway 473 10003 10001 200 100 ups PSTN Gatewey a 10003 10001 zm 100 PSTN Gateway ku t0001 10001 00 10 PSTN Gateway 476 t0003 10001 100 10 PSTN Gatewey nam Hm 10001 100 100 PSTN Gateway kW 10003 10001 100 100 PSTN Gateway 479 1009 10001 100 190 Screenshot 19 Configuring DID s DID numbers and 3CX Phone System How it works DID numbers play well with 3CX Phone System or indeed with any SIP based IP PBX Acting according to the SIP standard 3CX Phone System expects the DID number i e the intended destination to be in the To field of the SIP invite request Most VOIP providers and VOIP Gateways will do this by default Then all you need to do in the 3CX Management Console is to configure calls made to that particular DID number to go to a particular extension digital receptionist or other desti
30. STN Gateway Name Analog Gateway e Brand Patton ze CO Model SN 4114 4 port FXO Firmware R5 x Description 4 Port Analog FXO URL FE http www patton com More vendor supported gateways can be found here http wiki 3cx com gateway configuration vendor supported cancel Next gt Screenshot 9 Choosing gateway template 1 In the 3CX Phone Management console menu click on Add gt PSTN Gateway 2 In the name field enter a friendly name for the VOIP gateway Now choose the gateway brand and model that you are using from the list If it is not listed select generic Note that we will not be able to support you in using this gateway Now click Next 3 Depending on the gateway you selected you might be asked additional options such as what country the device will be connected in and so on PSTN devices Sa Specify VoIP Gateway Details VOIP Gateway Gateway Hostname or IP Gateway Port default is 5060 5060 0000 Analog v l lt Back l Next gt Screenshot 10 Specifying VoIP Gateway details Page 34 3CX 3CX Phone System for Windows www 3cx com 4 Now enter the host name or IP of the VOIP Gateway in the Gateway Hostname or IP field and specify the SIP Port on which the gateway is operating By default this is 5060 5 Specify the number and type of ports the gateway supports i e analog BRI PRI or T1 This will
31. Updating 3CX Assistant network wide 3CX Assistant includes an automatic updating mechanism which saves you having to update the 3CX Assistant installation on each desktop To make use of this feature 1 Go the 3CX Phone System Updates node in the management console 2 Click on Other updates 3 Download any updates to the 3CX Assistant from the 3CX website This will make the update available to all 3CX Assistants in the network 4 When the 3CX Assistant clients login they will check for an update and if available automatically download it and install it Note To update the 3CX Assistant immediately select Help Check for updates Using 3CX Assistant A web based user manual exists for 3CX Assistant This manual can be found here http www 3cx com blog um9en Grouping amp Assigning Rights 3CX Assistant can limit what call information is displayed based on extension groups These extension groups are used to determine what information is shown to whom In addition they help group the extension for both users and the administrator To create an extension group Page 44 3CX 3CX Phone System for Windows www 3cx com Add Extension Group E Edit or create new groups Members Rights Edit or create new groups Group Sales Department 2 Available extensions not members of this group 100 Nick Galea 108 Peter Fisher 109 James Scott 110 Matthew Campbell 111 Russel Knight 1
32. assword TEETE My location Specify the IP of your PBx SIP server Tam in the office local IP of PBX I am out of the office external IP 213 165 190 51 of PBX F Use 3CX Tunnel Eliminates firewall configuration Requires 3CX Phone System For Windows geeeesseessesensenssesenssssssssessenssssssenesensesssssssssasensy Recenceccescencccevesssceeseesceceovescenseosesteccessceasonseceees Required by some VoIP Providers Specify IP or name MTT o mT Perform provisioning From Following URL Advanced settings Cancel Screenshot 28 Configuring 3CXPhone Now we will configure the 3CX VoIP Phone to communicate with the 3CX Phone System When the phone starts up the first time you are presented with a blank profile 1 Rename the profile to Tunnel Connection alternatively you can create a new profile to do this Set the Extension field to your extension number in this case Extension 100 Set the ID field to the Authentication ID for your Extension in this case id100 Set the Password field to the Authentication Password for your extension in this case pw100 In the My Location section set the option to I am out of the office and set the External IP Address of the PBX to 213 165 190 51 Page 69 3CX 3CX Phone System for Windows www 3cx com 6 Inthe Tunnel section enable the Use tunnel c
33. bes with which VOIP providers you can set up an account and how to configure 3CX Phone System accordingly Requirements for using a VOIP provider If you plan to use a VOIP provider you will have to have a firewall router NAT device that supports STATIC PORT MAPPINGS Often routers will perform port address translation which will cause problems such as one way audio failing inbound calls and so on It is also highly recommended that you have a static external IP If your external IP changes at certain intervals inbound calls will fail Please see our wiki for more information and sample router configurations Step 1 Create an account with a VOIP Provider To add a VOIP line you need to have an account with a quality VOIP service provider 3CX Phone System supports most popular SIP based VOIP service providers and we recommend using one that has been tested by 3CX 3CX includes pre configured templates for these VOIP providers Simply click on the Add VOIP link to see a list of supported providers Note that you can use any SIP based provider but we will not be able to support you in the configuration of the VOIP provider nor can we guarantee that it will work Therefore unless for your country no VOIP provider is listed use a supported VOIP provider Step 2 Add the VoIP provider account in 3CX Phone System After you have created the VOIP provider account you will need to configure the account in 3CX Phone System To do this 1
34. cify more then one fax extension Page 13 3CX 3CX Phone System for Windows www 3cx com 3CX Training 3CX maintains an online training course which trains users on all important functions of the PBX via a series of video tutorials The online training course is free of charge and can be completed in approximately one day The training course can be found here http training 3cx com It is also possible for administrators to obtain certification Certification is free of charge and can be taken here http www 3cxacademy com 3CX Help pages Additional documentation tutorials and documents about 3CX Phone System can be found on our help pages knowledge base located at http www 3cx com blog help Page 14 3CX 3CX Phone System for Windows www 3cx com 2 Installing 3CX Phone System for Windows System requirements 3CX Phone System for Windows requires the following e Windows XP Pro Vista Business 7 2003 server 2008 server or 2008R2 e Port 5060 SIP 5090 Tunnel Optional to be opened e Port 5480 5481 5482 5483 5484 5485 5486 5487 5488 to be free e One port for IIS default 80 or Abyss default 5481 e NET Framework version 3 5 or higher e 1 Gigabyte Memory or higher Pentium 4 processor or up e Internet explorer v7 amp up Firefox 2 amp up e If using a VoIP provider or remote extensions you will have to a fixed IP DynDNS configurations are not supported Recommended e 3CX supported SIP Ph
35. d DID DDI number mask 2000 v i for port number 10001 Office Hours Configure where calls to this DID DDI should be routed during office hours O End Call Connect to Extension 100 Joe Bloggs j OH Connect to Queue Ring Group X OH O Connect to Digital Receptionist v OH Voicemail box for Extension 100 Joe Bloggs v Forward to Outside Number Send fax to email of extension 888 Default FAX Destination i Sl Same as Out of Office hours OK as EE Screenshot 30 Configuring a port or DID to receive a fax To do this 1 In the Management console select the port or DID which will be dedicated to receiving faxes 2 Select Send fax to email of extension 3 Select to which email address you want to email the received fax If you select Default FAX Destination the fax will be sent to the email address configured for the virtual fax extension number Alternatively you can forward faxes to the email address configured for a particular extension This allows you to create multiple DID rules so as to give people a personal fax extension You can configure the default email address from the settings gt fax node Page 73 3CX 3CX Phone System for Windows www 3cx com Fax machines node The fax machines node in the management console lists all Known Fax extensions including the extension used by the 3CX Fax Server These Fax extensions are similar to anormal extension
36. d third route will be used as backup For each route digits can be stripped or added Strip Digits Prepend Route 1 Yoip Unlimited UK vi f v ei Route 2 l K 1 E 7 ei Route 3 v 1 v IS l OK Cancel Apply Screenshot 14 Creating a new outbound rule To create an outbound rule 1 On the 3CX Management Console menu click Add gt Outbound Rule and enter a name for the rule 2 Now specify for which calls to apply the outbound route In the Apply this rule to these calls section specify any of these options e Calls to Numbers starting with apply this rule to all calls starting with the number you specify For example specify 0 to specify that all calls starting with a O usually a prefix are outbound calls Callers would dial 0123456 to reach the number 123456 e Calls from extension s Select this option to define particular extensions or extension ranges for which this rule applies Specify one or more extensions separated by commas or specify a range using a for example 100 120 Page 41 3CX 3CX Phone System for Windows www 3cx com e Calls with a Number length of Select this option to apply the rule to numbers with a particular digit length for example 8 digits This way you can capture calls to local area numbers or national numbers without requiring a prefix 3 Now specify how the outbound calls should be made In the Make o
37. de a detailed problem description It should clearly indicate what the exact problem is and when it occurs Mention what hardware or VoIP provider you are using with 3CX Phone System Page 80 3CX 3CX Phone System for Windows Index Extensions Importing extensions PSTN Interface PSTN lines www 3cx com SIP elle 11 Troubleshooting pe 25 VOIP Gateway ccciccccccscssesssesneesteeass 33 Page 81
38. do this each time you re install 3CX Phone System on a new machine or when a change in the local network topology occurs example the local ip address changes Firewall configuration There are 3 scenarios in which you will need to update your firewall configuration 1 If your PBX server is behind a NAT firewall and you intend to use a VOIP provider 2 If you intend to use remote extensions 3 If you are using a firewall on the PBX server itself for example Windows Firewall Page 18 3CX 3CX Phone System for Windows www 3cx com 3CX Phone System behind a NAT firewall The best place for 3CX Phone System is on a machine behind the firewall This configuration is easier and more secure If you will just use PSTN lines you don t even need to make any changes to your firewall configuration If you intend to use a VOIP Provider then you will need to open the following ports to allow 3CX Phone System to communicate with the VOIP Provider e Port 5060 UDP for SIP communications send amp receive MUST BE STATICALLY MAPPED See sample firewall configuration at http www 3cx com blog voip howto linksys router configuration e Port 5061 TCP for TLS communications If using secure SiP e Port 5090 UDP and TCP for the 3CX Tunnel if you plan to use remote extensions e Port 9000 9049 or higher UDP send amp receive for RTP communications which contain the actual call Each call requires 2 RTP ports one to co
39. dress In of 3CXPhone and 3CX Assistant the MAC address is not required the case Configure the phones to retrieve the configuration from the provisioning directory on the 3CX Phone System server 3CX will prepare a configuration file usually identical to the phone s MAC address and publish it via HTTP The phone will be configured to retrieve its configuration from the 3CX Phone system HTTP server and automatically configure itself Step 1 Configuring the extensions for provisioning Extensions lt Edit Extension settings and cick OK or Apply to save changes General Forwarding Rules Phone Provisioning SOxPhone Assistart Provisioning Other Office Hours Provisieig Provisioning ensures the phone settings are centrally retrieved this bmits the amount of time spent and information needed to be configured an each phone MAC Address 000413236897 2 Modal Snom 360 wei E Select Interface 10 172 0 7 e BLF Busy Lamp Fields You Can map one or more BLF Busy Lamp Fields of your phone to partioular extensions in order for the user of this phone to see 2 the status of those extensions on his phone 100 Joshua Baker v 9 109 Sandy Smith v 101 Richardson Baley v 10 110 John Green v 3 102 Maria Jasckson EI D 111 Arthur Speers v 4 104 Bel Shaw v L Shared park extension 0 v 5 LOS Thomas White v 13 Shared park extension 1 v 6 105 Johnson Jones v DN Shared park extension 2 v 7 107 Adam Simpson v 15 e 6 108 James Clark
40. e E gt 3Cx Phone System Phone Model Name UserID User Password PIN Ip of Phone MAC Address Ports Trunks Status UNKNOWN NEW NEW NEW NEW 10 172 0 118 000413246674 a a onsen status UNKNOWN NEW NEW NEW NEW 10 172 0 128 00041324656 i System Extensions Status UNKNOWN NEW NEW NEW NEW 10 172 0 142 000413236897 7 Phones GrandStream GXP 2000 Grandstream GXP 2000 100 rt ag 10 172 0 100 5060 OO0B820ASE5C Uf Server Activity Log GrandStream GxP 2020 Grandstream GXP2020 101 Ka zm 10 172 0 101 5060 0008820F3328 Zi Services status Aastra 51i Aastra 51i 102 oes ses 10 172 0 102 5060 00085D1A77D0 H Q Extensions X Lite release 1103k stam a 103 en w 10 172 0 133 41674 UNPROVISIONED RD PSTN devices Snom Snom 320 104 mm mm 10 172 0 104 2048 000413246679 i Q E eege Linksys SPA 901 Linksys SPA942 105 mm mm 10 172 0 105 5060 OODEOSDFED10 b 3 Bridges Polycom SPIP320 Polycom 320 106 bag ag 10 172 0 106 5060 o004f214b038 dose Outeound Rules Polycom SPIPSSO polycomip660 Polycom 107 i ZER 10 172 0 107 5060 0004f215ec89 Y D 3 Digital Receptionist Polycom SPIP430 Polycom Soundstation 109 ae ZER 10 130 0 104 5060 0004f221ad1a B 28 Ring Groups Linksys SPA 921 Linksys SPA921 110 eg aa 10 172 0 110 5060 000E08D85986 EI 2 Call Queues Polycom SPIP650 Polycom2 Soundstation 111 berg sek 10 130 0 106 5060 0004f2229984 X Settings Aastra 55i Aastra 55i 112 i F 10 172 0 112 5060 000850186048 EA Links T28 2 3 0 10 Yielink AY 114 wen bag 10 172 0 122 5062 UNPROVISIO
41. e menu options accordingly Recording a menu prompt Before you create your digital receptionist you must write down the menu options you wish to offer the caller think of a suitable text and record the announcement A simple example would be Welcome to Company XYZ for sales press 1 for support press 2 or stay on the line for an operator Note It is generally recommended to put the number the user should press after the option i e for sales press 1 rather then press 1 for sales This is because the user will wait for the desired option and only then register what number to press Once you have devised the text you can create the prompt and save the file in WAV format For best performance it is best to save the prompt in PCM 8 kHz 16 bit Mono format Windows Sound Recorder supports creation and conversion of this format Note MP3 is not recommended because it requires more processing power to play and voice quality is not as good Recording the prompt in Windows Sound Recorder To record the prompt in Windows Sound Recorder 1 Start Windows Sound Recorder from the Start gt Programs gt Accessories gt Entertainment group This program should be installed by default on Windows Page 47 3CX 3CX Phone System for Windows www 3cx com Sound Sound Record E File Edit Effects Help Position Length 0 00 sec 0 00 sec Screenshot 17 Windows Sound Recorder 2 Now click
42. e License ae ge Syston wile Connect to Digital Receptionist E w amp Provisioning Templates Voicemail box For Extension 100 Nick Galea z9 Links Forward to Outside Number SL E 6 Help Other Options Configure the settings and details below Enable intro prompt lz Intro prompt file Distance wma Browse Piy Je Announce Queue position to caller EI e Music on hold conhold mp3 Browse 1 fe Ji Maximum Queue Wait Time seconds 1800 e o Jl cancel Apply Screenshot 22 Adding a Call Queue To add a Call Queue 1 Click on the Add gt Call Queue menu option to bring up the Add Call Queue page 2 Now enter the call queue options e Virtual extension number Optionally change the suggested virtual extension number Note that this extension number will be automatically created Do not specify an existing extension number e Name Enter a friendly name for the ring group e Polling strategy This option allows you to choose how calls should be distributed to the agents o Hunt random start 3CX will randomly choose an agent to distribute the call to This will evenly distribute the calls to each of the agents o Ring All the phones of ALL the agents will ring Page 57 www 3cx com 3CX 3CX Phone System for Windows www 3cx com o Hunt 3CX will distribute the call according to the order specified in the Queue members section All calls will go to the first a
43. e button Generate config file button will be active Clicking the button will generate a text based configuration file which can then be uploaded to the device using the web based interface of the device Configuring the PSTN Interface In some cases you might need to check that the PSTN interface is configured correctly for your country If in doubt check with the VOIP Gateway supplier For example if you have bought a device that is configured for the US but you are using it in the UK you might have issues such as the device not detecting a hang up by a caller In these cases you will have to configure the Call Progress Tones for the VOIP Gateway For more information about this consult the VOIP Gateway supplier and manual Page 36 3CX 3CX Phone System for Windows www 3cx com 6 Adding lines hosted by a VOIP Provider Introduction VOIP providers host phone lines they can assign local numbers in one or more cities or countries and route these to your phone system In addition VOIP providers are often able to give better call rates because they have an international network or have negotiated better rates Therefore using VOIP providers can reduce call costs However be aware that each VOIP call requires bandwidth VOIP is real time so it does place a demand on your internet connection As a rule of thumb each call will consume approximately 30k 120k per second depending on which codec you use This chapter descri
44. e master slave or use the tunnel As slave will register with the master using a direct UDP connection The tunnel option allows you to tunnel SIP traffic via a single TCP port Type of 3CX Bridge Master Bridge Receive Registratior wi OH Bridge Master Tunnel TCP or UDP The other PBX must register with this one Enter the credentials that the other PBX slave should use to authenticate with this PBX Authentication ID 10004 O Authentication Password 10004 Finish Cancel Next Screenshot 24 Creating a master bridge 4 If you selected Master Direct UDP then all you need to do is enter the authentication details which must be used by the slave to register with this 3CX Phone System The authentication ID must be UNIQUE on this phone system and these same credentials must be used by the slave bridge 5 If you selected Master Tunnel TCP then you must enter e Authentication ID and Password The authentication ID must be UNIQUE on the phone system and these same credentials must be used by the slave bridge e Remote end of the tunnel Enter the public IP of the REMOTE 3CX Phone System machine e Enter the remote port of the 3CX Tunnel by default 5090 e Enter the port of the Local end of Tunnel For the first bridge connection it is 5081 5080 is used for external extensions The port will be incremented by 1 for each bridge you create that uses the tunnel Type of Bridge Configure whether this bridg
45. e phone system to address the Call Queue File Add View Settings Links Help Z Extension status 7 Server Activity Log GB Add Extension Sg Add PSTN Gateway yp Add VOIP Provider Wizard Create Outbound Rule Zo Create DID Edit Queue gt a 2 Call queues hold calls in a queue until an agent is available to answer the call 3CX Phone System General Ports Trunks Status Configure the Number Name and Time out of queue eS Virtual Extension Number E e System Extensions Status eg Phones Nama DE Q809 e uf Server Activity Log Poling Strategy S I Services status Ring timeout seconds 30 e H Extensions SA PSTN devices Call Queue Agents VOIP Providers Select which extensions will be agents For this Call Queue User must ALSO login to the Call Queue to start taking calls This can be done via VOIP client or dial i codes Inbound Rules 3 Bridges Extensions Members OutBound Rules 100 Nick Galea 101 Joe Bloggs amp Digital Receptionist Add _ 102 Sandro Walt e 28 Ring Groups 103 John Smith Call Queues Remove Down E Settings Firewall Checker d company Phonebook Destination if no answer SB Network Select a destination for this call if it reaches Maximum Queue Wait Time if no agent is logged in or if caller presses the button W General Grex End Call fA Advanced Connect to Extension 100 Nick Galea sl E J System Prompts Connect to Queue Ring Group el Ei E Activat
46. e should be master slave or use the tunnel As slave will register with the master using a direct UDP connection The tunnel option allows you to tunnel SIP traffic via a single TCP port Type of 3CX Bridge Slave Bridge Send Registration Reda be Bridge Slave Direct UDP This PBX must register with the other PBX Enter the IP of the remote PBX and the credentials to authenticate with that PBX Remote end of Tunnel Public IP of Remote 3CX Phone System CH Port 5060 CH Authentication ID 10004 OH Authentication Password 10004 OH Time between registration attempts in seconds OH Screenshot 25 Configuring a slave bridge 6 If you selected to create a slave bridge using direct UDP then you must enter e Public IP of the remote 3CX Phone System e SIP Port of the remote 3CX Phone System Page 64 3CX 3CX Phone System for Windows www 3cx com e Authentication ID and Password The credentials with which this side of the bridge must authenticate with the Master These must of course match the credentials entered on the master Type of Bridge Configure whether this bridge should be master slave or use the tunnel As slave will register with the master using a direct UDP connection The tunnel option allows you to tunnel SIP traffic via a single TCP port Bridge Tunnel TCP The tunnel option tunnels all SIP and RTP traffic via a single TCP port vastly simplifying firewall configuration This option can only used
47. e v 16 v Add mare BLF s More BLF s Screenshot 6 Provisioning a Phone Page 27 3CX 3CX Phone System for Windows www 3cx com After you have created an extension go to the Phone Provisioning tab of the extension 1 Enter the MAC address of the phone which can be found at the bottom of the phone in the MAC address field 2 Select the appropriate phone model 3 Select the Network interface in case your phone system server has multiple network interfaces 4 Optionally specify any BLF fields that must be automatically configured Match a BLF button with an extension so that this button will show the status of that extension The number of available BLF buttons varies per phone You can also link a shared parking place to a BLF button This allows users to easily park or un park calls by hitting that BLF button 5 Click OK to save The provisioning files will now be created in the provisioning directory Each time you make a change to the extension these files will be re created For changes to take effect you must reboot the phone You can do this remotely from the Phones node Configuring provisioning of 3CX Phone 3CX Assistant 3CXPhone and the 3CX Assistant can be provisioned similarly to IP phones To configure this 1 Switch to the 3CXPhone Assistant provisioning tab 2 Select the Network interface in case your phone system server has multiple network interfaces 3 Specify whether you wish 3CXPho
48. ee Al based PBX for Windows Manual 3CX Phone System for Windows Version 9 0 Copyright 2006 2010 3CX Itd http www 3cx com E mail info 3cx com Information in this document is subject to change without notice Companies names and data used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of 3CX Ltd 3CX Phone System for Windows is copyright of 3CX Ltd 3CX is a registered trademark and 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd in Europe the United States and other countries Version 9 0 Last updated 18 May 2010 Table of Contents 1 Introduction to 3CX Phone System for WiNdOWS kee 9 What is 3CX Phone System for Windows ccccccuiscses csesieceretine diatnciectie aiden Meet ats 9 Benefits of an IP Phone System IP PBX NENNEN 9 How an IP Phone system WOrkS cceeeeeeeeceee cette eeeeeeeeaeeeee seen eee aaaaaaaeeeeeeeeeeaaaaaaeeeeeeeeenees 10 SIP sn 11 Software based SIP phones us ccchcves vias tice KENNEN ctameden thes cudentehhbee riaeviasdcnetasaeetewenee 11 Hardware based SIP Phones ANNE 12 Analogue phones Fax machines using an ATA adapter sssssssssseerrnersssrrrrrrrnresssee 12 3CX Phone System Coons 2 ege ee ee ee ads Eege 12 What s new in 3CX Phone System V9 o oo cccecesccecsetacec
49. ee eos ed Ne NL ee hee AE 77 EE EE 77 LEE 78 IER 78 Monitor IP s of gateways and phone system 78 20 Troubleshooting amp Support E 79 andeelen Ee 79 CORI AN OMIA EE 79 Knowledge base Help page EE 79 Request support via our support System ENEE 79 3CX 3CX Phone System for Windows www 3cx com 1 Introduction to 3CX Phone System for Windows What is 3CX Phone System for Windows 3CX Phone System is a software based IP PBX that replaces a traditional PBX and delivers employees the ability to make receive and transfer calls The IP PBX supports all traditional PBX features An IP PBX is also referred to as a VOIP Phone System IP PABX or SIP server Calls are sent as data packets over the computer data network instead of via the traditional phone network Phones share the network with computers and separate phone wiring can therefore be eliminated With the use of a VOIP gateway you can connect existing phone lines to the IP PBX and make and receive phone calls via a regular PSTN line The 3CX phone system uses standard SIP software or hardware phones and provides internal call switching as well as outbound or inbound calling via the standard phone network or via a VOIP service Benefits of an IP Phone System IP PBX Much easier to install amp configure then a proprietary phone system A software program running on a computer can take advantage of the advanced processing power of the computer and user interface o
50. employees and truly delivers mobility because employees working from home or at remote offices can be seamlessly integrated with head office They can be a member of call queues and can use the 3CX assistant to see presence of other users Traditionally it has been quite difficult to configure remote SIP extensions because of NAT and firewall configuration issues 3CX has resolved this problem by developing a unique Tunnel service which tunnels all voice traffic over a single TCP UDP port and requires only a single port to be opened on the server The tunnel can carry SIP RTP traffic HTTP traffic for the MyPhone user portal as well as 3CX Assistant traffic 3CX Phone System can handle multiple tunnel connections from different locations and if you want you can proxy connections from several phones in one remote location via a single tunnel connection With the 3CX Tunnel it easy to setup a remote extension How it works 192 168 0 2 10 0 0 181 192 168 0 1 83 218 59 217 213 165 190 51 10 0 0 1 3CX VolP Phone PBX Server Figure 4 How a tunnel works The picture above demonstrates how a tunnel works In this example the 3CX Phone System is on IP Address 10 0 0 181 and listens on TCP port 5090 by default for incoming Tunnel traffic We must set up a single Port Forwarding rule on the Modem or NAT Firewall Device telling it that all incoming TCP traffic received on port 5090 should be delivered to LAN IP Address 10 0 0 181 The
51. er Cox v 4 Connect to Extension w 104 Bell Shaw v 5 Connect to Extension w 105 Thomas White v 6 Connect to Extension w 106 Johnson Jones ze 7 Connect to Extension k 107 Adam Simpson SI 8 Connect to Extension w 108 Peter Fisher v o Repeat Prompt v v Timeout 60 End Call v sel E OK Cancel Apply Screenshot 18 Configuring a digital receptionist Page 48 3CX 3CX Phone System for Windows www 3cx com 2 Specify a name and virtual extension number for the digital receptionist 3 Now click on the browse button and specify the file that you previously recorded The file will be copied into the 3CXPhone System Data lvr prompts directory 4 Specify the menu options Select the appropriate key and then select from the available actions Then specify the extension number or virtual extension number virtual extension number in the case of Ring Group Call Queue or to another Digital receptionist 5 The last option Timeout allows you to specify how long the system should wait for an input If it receives no input it will automatically perform this action This is handy for callers who did not understand the menu or who do not have a DTMF capable phone When ready click OK to save the digital receptionist Allowing callers to dial a known extension directly Whilst a digital receptionist prompt is playing a caller can enter the extension number directly to be connected to an extension immediately This allows cal
52. f Windows Anyone with an understanding of computer networks and windows can install and configure the PBX A proprietary phone system often requires an installer trained on that particular proprietary phone system Easier to manage because of web based configuration interface A VOIP phone system has a web based configuration interface allowing you to easily maintain and fine tune your phone system Proprietary phone systems often have difficult to use interfaces which are designed so that only the phone system installers can use it effectively Call cost reduction You can save substantially by using a VOIP service provider for long distance or international calls Easily connect phone systems between offices branches via the Internet or WAN and make free phone calls No need for separate phone wiring use computer network A VOIP phone system allows you to connect hardware phones directly to a standard computer network port which it can share with the adjacent computer Software phones can be installed directly onto the PC This means that you do not need to install amp maintain a separate wiring network for the phone system giving you much greater flexibility to add users extensions If you are moving into an office and have not yet installed phone wiring you can save significantly by just installing a computer network No vendor lock in Page 9 3CX 3CX Phone System for Windows www 3cx com VOIP phone systems are open
53. gent first and only if this one is busy it will go to the next agent This strategy can be used to setup skills based routing by ordering the agents according to their skills e Ring time Indicate the time out i e for how long the phone should keep ringing before it considers the call unanswered by that agent 3 In the section Call Queue agents specify the extensions that should be part of this Call queue Simply click on the extensions and click on the gt to make them a member Move the extensions up or down to configure the priority of an extension In addition to being a member an extension user must also login to start answering calls routed to this call queue Users can login to a call queue using the login button in the VOIP Client 4 In the section Destination if no answer you can define what should happen if the call does not get answered by an agent If no agent is logged into the queue this option gets triggered immediately In addition this option gets triggered if the user presses the button on his phone This allows you to give callers an option to exit out of the queue and leave a message 5 In the section Other options you can specify a custom introduction prompt and a custom music on hold file You can also decide whether you wish to announce a caller s position in the queue and what the maximum wait time should be Page 58 3CX 3CX Phone System for Windows www 3cx com 12 Call
54. he TCP Tunnel port set by default to 5090 to the PBX Home Wizard Wireless Settings Firewall Advanced Settings Toolbox Choose your language x Entries in this table allow you to automatically redirect common network services to a specific PC behind the NAT firewall These settings are only necessary if you wish to host some sort of server like a web server or mail server on the local network V Enable Port Forwarding 10 0 0 181 TCP BR 5090 5090 3CX Tunnel Ada Reset Current Port Forwarding Table ho taal Py Delete Selected Delete All Reset Se d Apply Cancel Wireless Network Broadband Router 300N Screenshot 27 Configure a port forward rule The above picture shows configuration for a Sitecom WL 183 WAN to LAN router but most routers will provider similar functionality In your firewall 1 Enable Port Forwarding Specify the PBX s Local IP Address which we had set previously to 10 0 0 181 Set the Type to TCP Set the Port Range to be from 5090 to 5090 only one port Set the Comment field to 3CX Tunnel oa Oo N Click on the Add button followed by the Apply button Page 68 3CX 3CX Phone System for Windows www 3cx com Your firewall configuration is now done Step 3 Configure 3CXPhone Connection settings Profile Tunnel Connection e New Delete Credentials Enter your SIP account credentials Extension 100 ID id100 P
55. heckbox 7 Set the Local IP of remote PBX field to 10 0 0 181 8 Set the Tunnel Password field to 3cx 9 Click on the OK button Your tunnel connection is now configured More information To learn more about tunnel connections and to learn how to troubleshoot remote extensions you can view the video tutorial on this subject in the 3CX Online training area http training 3cx com extensions the 3cx tunnel and configuring 3cx voip phone as a tunneled external extension Using the tunnel with IP hard phones It is also possible to use the tunnel with an IP phone More information and the download of this utility can be found in this wiki article http wiki 3cx com documentation networking sip proxy manager Page 70 3CX 3CX Phone System for Windows www 3cx com 16 Backup and Restore Introduction 3CX Phone System includes a convenient backup and restore utility that allows you to create a complete backup of your phone system configuration and data to a file To backup data run the Backup and Restore utility located in the 3CX Phone System Program group To restore phone system data locate the backup of the phone system data and click Restore Note that the current configuration will be OVERWRITTEN with the backup data and any changes that you have made since performing the backup will be lost You must also close the management console BEFORE making a restore 3CX Phone Sy
56. hich extension ring group or digital receptionist a call must be routed 6 On the next page you will be asked for a prefix so as to create an outbound rule for this device Enter the dialling prefix in the Calls to numbers starting with prefix text box To make calls via this gateway precede the number to be dialled with this prefix Click Page 35 3CX 3CX Phone System for Windows www 3cx com Finish to create the lines You can change line options of lines that have been created by going to the Lines node Step 2 Configure the VoIP gateway After you have created the PSTN Lines ports a summary page will appear which shows the information that you need to enter into the VOIP Gateway e Proxy server IP or FQDN Host name of 3CX Phone System e User ID Virtual Extension number e Authentication ID As specified in Authentication ID field e Password As specified in Authentication password field The Virtual extension number authentication ID and authentication password must be duplicated for each port that you have on your gateway For a detailed description how to do this for popular gateways follow the configuration guides listed on last page of the configuration wizard or go to http www 3cx com voip gateways index html Generating a configuration file For some gateways 3CX Phone System is able to create a configuration file that can be uploaded to the device and makes configuration automatic In this case th
57. iable or value To specify the DID s associated with this account 1 Enable the option Source Identification by DID 2 Now specify the SIP field that contains the DID numbers 3 Specify the DID numbers The option Add Mask allows you to add a mask that covers a range of DID numbers Add DID number will bring up a dialog allowing you to select from DID numbers that you have already inputted in the DID tab of the VoIP provider Click OK when done Note Configuration is necessary because source identification based on DID and routing based on DID are two different things and thus require separate configuration Page 40 3CX 3CX Phone System for Windows www 3cx com 7 Creating Outbound Call Rules Introduction An outbound rule defines on which gateway provider an outbound call should be placed based on who is making the call the number that is being dialled and the length of the number Creating an outbound call rule Edit Outbound Rule Create an Outbound Call Rule to configure on which PSTN port VOIP provider or bridge an outbound calls should be placed on General Rule Name 0 Voip Unlimited UK Apply this rule to these calls Define to which outbound calls the rule must apply Calls to numbers starting with Prefix fo Calls from extension s ood Calls to Numbers with a length of Make outbound calls on Configure up to 3 routes for calls The second an
58. ing group Name Enter a friendly name for the ring group Ring strategy Select the Paging ring strategy 3 If you have phones that support multi cast and you have a very large installation with specialized requirements you can enable the Multi cast option For most installations this option is not required See the wiki for more information 4 In the section Ring group members specify the extensions that should be part of this paging ring group Simply click on the extensions and click on the gt to make them a member Note The Ring time and Destination if no answer options will be ignored since they are not relevant for paging To call a user via the intercom function Prefix the extension you wish to call with 9 followed by the extension For example to make an intercom call to extension 100 you should dial 9100 Page 56 3CK 3CX Phone System for Windows Call Queues Paid editions only Call Queues allow calls to be queued whilst agents members of a call queue answer calls Calls do not go unanswered but are queued until an agent is available to take the call For example you can define a group of 3 sales people and have the general sales number route to a sales call queue If all 3 sales people are busy callers will be kept on hold until the next sales person is free When you create a call queue you also assign it a virtual extension number This will be the number used by th
59. is registered Contact s sip 703 127 0 0 1 40900 rinstance 2b 1 999FSae4d8ad9 703 13 52 52 313 CM504001 Ext 702 new contact is registered Contact s sip 702 127 0 0 1 40300 rinstance 8677316dc238d494 702 13 52 52 302 CM504001 Ext 701 new contact is registered Contact s sip 701 127 0 0 1 40900 rinstance e333ef3772c580q 701 13 52 52 270 CM504001 Ext 700 new contact is registered Contact s sip 700 127 0 0 1 40300 rinstance 065effe280994634 700 CMS06004 STUN request to STUN server 69 0 208 27 3478 has timed out used Transport 10 172 0 82 5060 13 52 48 387 CM506002 Resolved SIP external IP port 78 158 130 238 62763 on Transport 10 172 0 82 5060 13 52 47 836 CM506001 STUN request to resolve SIP external IP port mapping is sent to STUN server 75 101 138 128 3478 over Transpor 13 52 45 276 EC200005 Parking Orbit server is connected application 3cxhp8 0 3CxParkOrbit local 127 0 0 1 5482 remote 127 0 0 1 546 13 52 44 886 EC200004 IVR server is connected application 3cxhp8 0 IVRServer local 127 0 0 1 5482 remote 127 0 0 1 54692 13 52 44 586 EC200002 Media server is connected application 3cxhp8 0 MediaServer local 127 0 0 1 5482 remote 127 0 0 1 54691 13 52 44 117 EC200006 Conference server is connected application 3cxhp8 0 3CXConferenceRoom local 127 0 0 1 5482 remote 127 0 0 13 52 42 696 Failed to obtain short path name for C ProgramData 3Cx Bin Cert 13 52 42 696 CM501006 Default Local IP address
60. last name is converted to upper case e All symbols except 2 9 and A Z are ignored e The following translations for symbols are used o ABC2 gt 2 o DEF3 gt 3 o GHI4 gt 4 o JKL5 gt 5 o MNO6 gt 6 o PQRS7 gt 7 o TUV8 gt 8 o WXYZ9 gt 9 You have to type a minimum of three digits 0 9 to call to a user Digits 0 and 1 are ignored but can be used to call to users with short last names for example to access someone with the last name Li you can type 540 After the user has entered three digits IVR queries the phone system database for matching users If there are no matching users it plays extension not found If there is only one matching user the IVR plays Please hold while connect you to lt user s self identification prompt gt and redirects the call to the user If there is more than one matching user the IVR will wait for additional digits from the user for 2 seconds If IVR waits for additional digits more than one matching user and user presses any digit the IVR will add this digit to the current input and check currently matching users If there are no matching users it will play extension not found If the user does not input any more digits 2 seconds elapsed or has been pressed and more then one user is matched then the IVR will play To call to Van Damme press 0 To call to Van Halen press 1 To e
61. lers who know their party s extension to avoid bothering the receptionist This option is enabled by default If you wish to make use of this feature simply instruct your callers by explaining this in the voice prompt For example Welcome to Company XYZ for sales press 1 for support press 2 If you know your parties extension number you may enter it now Call By Name You can also direct callers to the dial by name function This allows them to find the person they wish to speak to by entering the first letters of the persons name on the phone dial pad Requirements To call a user using the call by name mechanism you must 1 Define a self identification message for the user Users without a self identification message are not accessible via the call by name feature 2 User can not have a last name with Unicode characters 3 Call by name menu dialog must be activated from a Digital Receptionist as an action on or timeout Self identification Message To record your self identification message 1 Go to your voice mail menu Default 999 2 Go to the options menu 9 key 3 Press 5 key to record the self ID message 4 Record your name only i e Sarah Jones Page 49 3CX 3CX Phone System for Windows www 3cx com How it works The Call by name feature uses the last name of the user and compares it with the input that has been entered on the phone keypad The following rules are used e The
62. listed and are Registered If the phone is listed as Not registered then the extension has been created but the phone has not registered itself with the system This could be because the device is off or because the SIP credentials are incorrect Check whether you have entered the Extension Number Authentication ID and Authentication Password in the right fields Another cause could be that you have a firewall enabled on the machine running 3CX Phone System and that it is blocking communications between the server and the phone 2 Place a call to another extension If the status shows that the phones have registered correctly you can make a call to another extension The status monitor will show that you picked up one extension and are calling another Page 24 3CX 3CX Phone System for Windows www 3cx com 3 Troubleshooting tips one System Management Console Windows Internet Explore Lk go E http ocalhost management MainFormwax gt BS 44 x Be Live Search 2 File Edit View Favorites Tools Help vr Favorites 3CX Phone System Management Console Fie Add view Settings Links Help Extension status uf Server Activity Log Gadd Extension Sg Add PSTN Gateway gp Add VOIP Provider Wizard yy Create Outbound Rule i Create DID 3CX CG E 3Cx Phone System Ports Trunks Status Extension Status System Extensions Status Phones Wf Server Activity Log S Services status
63. ly the phone will then be told where to get its configuration file at the same time it receives its IP and networking info This makes it easy to change the provisioning URL later for example in case you wish to move your phone system to another server To use this option you must configure your DHCP server to provide this information On this link you will find a guide how to configure DHCP option 66 for Microsoft DHCP servers http Awww 3cx com sip phones DHCP option 66 html H you do not use Microsoft DHCP server you will need to refer to the documentation of your DHCP server for more information on how to configure this Provisioning URL The provisioning URL differs depends on which port your web server is running http lt ip of 3CX gt lt port gt management provisioning e g http 10 172 0 2 management provisioning if using port 80 or http 10 172 0 2 5481 management provisioning for port 5481 Each phone requires this URL to be specified in a particular manner Please see this link for the exact format for each phone http www 3cx com sip phones DHCP option 66 html Provisioning 3CX Phone 3CX Assistant To provision 3CXPhone and 3CX Assistant all you need to do is specify the provisioning URL the first time you start 3CX Assistant The provisioning URL is included in the welcome e mail sent to the extension user For detailed instructions follow this link http www 3cx com blog um9en 3cx assistant installation
64. me time o Paging this will page all extensions part of the group see next section Page 55 3CX 3CX Phone System for Windows www 3cx com e Ring time Specify how long the phones should ring for 3 In the section Ring group members specify the extensions that should be part of this ring group Simply click on the extensions and click on the gt to make them a member Move the extensions up or down to configure the priority of an extension 4 In the section Destination if no answer you can define what should happen if the call does not get answered by the ring group Paging Intercom Paid editions only Paging allows some one to ring a group of extensions and make an announcement via the phone speaker The called party will not need to pick up the handset The connection will be one way audio The intercom feature allows a phone system user to make an announcement to a single extension In this scenario the audio is two way and the called party can respond immediately without picking up the handset Both paging and intercom features require a phone that supports intercom and that is configured to allow it See the phone configuration guides for more information To add a paging group 1 Click on the Add gt Ring Group menu option to bring up the Add Ring Group page 2 Now enter the ring group options Virtual extension number Specify an extension number which will be used for this pag
65. n incoming call a small dialog will pop up which allows you to reject a call or transfer a call to another person or to voice mail with a single mouse click or using drag and drop 2 Easy Call Transfer Park When on a call you can transfer or park a call with a mouse click or via drag and drop no need to learn dial codes or call transfer procedures on a phone 3 Presence The status of the other extensions is shown allowing you to avoid unnecessary calls or call transfers to colleagues 4 Click to Call Launch calls with a mouse click double click on an extension to call the person or enter a name or number in the make call dialog The call will automatically be launched without requiring you to dial the number Calls can also be launched directly from your contact management software with the CRM integration module 5 Queue monitoring View the status of queues that you are a member of You will see callers waiting in the queue and be able to take a call from the queue 6 Text chat Message other users using the in built chat option 7 Record calls you can trigger the recording of a call by hitting the record button 8 Launch MyPhone You can easily launch the MyPhone page from the 3CX Assistant Authentication will be automatically done using the 3CX Assistant credentials and users will be able to configure call forwarding or view their recent call activity including missed calls 9 Phonebook 3CX Assistant
66. nation Page 51 3CX 3CX Phone System for Windows www 3cx com Adding DID s Add DID Route calls to DID DDI numbers directly to an extension DID DOI Name Enter a DID or string to lock for in the SIP to field Use wildcards to match any digt For that entry Por example ertries 22444032 OR 2244403 val both match calls with a dialled number of 35722444032 in the to field DIE Name sales DID Si DID DDI number mask Enter a Mask for this DID You can use the character either before or after your mask DID DDI number mach 150 e Apply this rule to these ports Select the Gateway you wart this DID DDI rule to be applied to You can select on the whole gateway which wil apply the rule to af the ports or you can select individual ports Available ports Gd oovsznsoosznssvorunumtten 2 E dk 10094 00442038270131 r broadvox BT Patton 4960 VY gt 10000010000 WY P 10001f10001 V P 1000210002 x re Hours Configure where calls to this DID DDI should be routed during office hours End Cal Connect to Extension 116 MAINZ 360 v IS Connect to Queue Ring Group 805 G0SLiveQueue v wv Connect to Digtal Receptionist 800 BOOExchangeDR ke a Voicemail box for Extension 191 191 191 v 2 Forward to Outside Number D I Send Fax to FAX device 889 v d Set up Specfic Office Hours Set up Specfic Office Hours Z Apply the same routing logic Outside of office hours ox Cancel Apoy Screenshot 20 Selec
67. ndows services After set up has completed copying files and installing the services set up will run the 3CX Phone System Configuration Wizard to complete the install Click Finish Run the 3CX Phone System configuration wizard 1 6 The 3CX Phone System configuration wizard walks you through a number of essential tasks that you need to do in order to get your system up and running After it starts up it will ask in which language you want the wizard to run The wizard will ask you how many digits you wish your extension numbers to be It will ask you for your mail server name and reply to address These settings are used to send email notifications voice mail and faxes It will ask you for a preferred username and password to be used to logon to the 3CX Phone System management console and manage the phone system If you have more then one network interface set up will ask you on which network interface 3CX should listen Set up will ask you for the public IP of the 3CX Phone System machine so that remote extensions can be provisioned You can skip this step if you wish and enter it later Fr Welcome to 3CX User Settings Wizard BA 3CX Software based PBX for Windows General Settings Language Create Users Extensions Settings Extension Digits SIP Domain Mail Server Administrator Login Phone Settings Now create one or more internal extensions on 3CX Phone System If you have suppo
68. ne and 3CX Assistant to use the 3CX tunnel when they are being used remotely 4 Specify whether you wish the 3CXPhone to be integrated with the 3CX Assistant 5 The provisioning files will automatically be created for each extension and the provisioning URL will be included in the welcome email sent to the extension user Step 2 Configure the phone to retrieve the configuration file Now you need to instruct the phone that it needs to download its configuration from the provisioning directory on the 3CX Phone System server This can be done in two ways 1 By configuring it in the phone via the web interface this is a one time operation and makes sense in smaller networks 2 By using option 66 in your DHCP server so that the phone will obtain the URL when it receives its IP from the DHCP server Specifying the provisioning URL via the phones web interface For smaller networks it makes sense to configure the phone to retrieve the provisioning URL via the phones web interface This only takes a minute for each phone and it is a Page 28 3CX 3CX Phone System for Windows www 3cx com one time process The exact procedure is dependent on the model of phone You can find configuration guides for each phone here http www 3cx com sip phones index htm Specifying the provisioning URL via DHCP option 66 For larger networks it is recommended that you specify the provisioning URL to the phones via DHCP option 66 Essential
69. nection to extension Connect to Queue Ring Group Connect to Digital receptionist Voicemail box for extension Forward to outside number Send fax to email of extension 6 You can specify that an incoming call is routed differently if it is received outside office hours De select the Same as during office hours option to specify a different route 7 Click OK to create the DID Inbound rule The newly created DID s will be listed as inbound rules Using DID s with a VoIP provider account H your VoIP provider has supplied you with DID s AND inbound call identification is based on destination dialled number it will be necessary to configure the Source Identification rules for the VoIP Provider Please refer to the chapter on Adding lines hosted by a VoIP provider for more information Troubleshooting DID lines If you have created DID lines but calls are not being forwarded do the following 1 Go to the Server Activity log node in the 3CX management Console The Server Status screen lists current server activity and logs calls that are being received and for which number they were received Call the DID number that you configured and monitor the Server Status log You will see a line appearing something like Incoming call from 1000 to lt sip 789456123 3CXPhone System gt where 1000 is the internal number of the line configured to receive calls from the VOIP Gateway or VOIP Provider and lt sip 78945612
70. ntrol to call and one for the call data Therefore you must open twice as many ports as you wish to support simultaneous calls via the VOIP provider For example if you want to allow 4 people to make calls via the VOIP provider simultaneously you must open port 9000 to 9007 Note that the above port ranges are the default ports in 3CX Phone System You can adjust these ports from the Management Console in the General gt General Settings page In this page you can configure the ports to be used for internal calls and the ports to be used for external calls being made via a VoIP provider The 3CX Extension user manual The 3CX Extension manual explains users how the users can use 3CX Phone System it includes explanations of how to use 3CX Assistant the voice mail system call parking the MyPhone user portal and so on The extension manual is available online at http www 3cx com blog um9en The 3CX Assistant The 3CX Assistant is a compact utility which allows you to easily manage your extension with a few mouse clicks rather then via a cryptic and limited phone interface 3CX Assistant is not a phone it works in tandem with a desk phone or soft phone For more information about the 3CX assistant and how to install it please refer to the chapter 3CX Assistant System prompts 3CX Phone System ships with a US English prompt set by default Prompts are voice files that are played by the system to callers and users of
71. oice mails o callrecordings will include call recordings o exit to exit the utility after backup is done Example Complete hidden backup with exit 3CXBackup exe hidden backup c backup zip callrecordings voicemails voiceprompts callhist exit Page 72 3CX 3CX Phone System for Windows www 3cx com 17 Fax server Introduction Note This feature is not present in the free edition of 3CX Phone System 3CX Phone System includes a fax server that allows receiving of faxes The 3CX fax server is based on the T38 standard and requires a compatible supported T38 VOIP gateway or provider Note that it must be configured according to our configuration guides so that fax reception is enabled It is also possible to use a VoIP provider that supports T38 however the quality of the fax implementation between VoIP providers varies and can therefore not be guaranteed Fax receiving configuration To receive faxes you must configure a line or a DID to be dedicated to fax so that all fax calls are forwarded to the 3CX Fax Server The 3CX Fax server will then receive the fax convert it to PDF and then email the fax to the configured email address Route calls for this DID DDI Number to mier a DID or string to look for in the SIP to field starting at the end of the string Use wildcards to match any digit for that entry For example entries 22444032 OR 2244403 will both match calls with 35722444032 in the to fiel
72. ones http www 3cx com sip phones index html e 3CX supported VOIP Gateways http www 3cx com voip gateways e 3CX supported VoIP Providers e If you are using a VOIP provider you must have a firewall that is configured to do static port mapping A static IP is highly recommended also For more information see http www 3cx com support nat firewalls htm e You will need to have a good basic understanding of Windows Networking Run set up 1 Download the latest version of 3CX Phone System from http Awww 3cx com ip pbx downloadlinks html Run set up by double clicking on the set up file Click Next to start installation 2 You will be asked to review and approve the license agreement as well as to choose an installation location 3CX Phone System will need a minimum of approximately 100 MB of free hard disk space You will need to reserve additional space to store voice mail files amp prompts 3 Select the installation location and click Next You will be asked whether you wish to use IIS or the in built web server Abyss With Abyss your phone system will be independent of windows updates and other web sites Page 15 3CX 3CX Phone System for Windows www 3cx com running on IIS Abyss is equally performant On windows XP only Abyss can be selected due to the limitations of IIS 5 1 4 Click Install to start the installation of 3CX Phone System Setup will now copy all files and install the necessary Wi
73. onfiguration overview Just as it is necessary to configure a phone to register with the phone system it is necessary to configure the VoIP gateway or card to register its lines with 3CX Phone System Each port gets a SIP user ID Password and virtual extension number To the IP PBX the PSTN line appears just like any other SIP extension In the next sections we will now describe step by step how to configure a VOIP Gateway for use with 3CX Phone System Page 33 3CX 3CX Phone System for Windows www 3cx com Definitions In this manual and in the 3CX Phone System Management Console a number of terms are used Port a port is a physical port on a gateway or VoIP card In the case of an analog line one port equals one voice channel In the case of BRI ISDN one port is 2 voice channels and in the case of E1 or T1 ports each port represents 30 and 23 channels respectively Virtual Extension Number this is an extension number assigned to a port This virtual extension number is used by the port together with the authentication ID and the authentication password to register with 3CX Phone System Port identification this is a field used to identify the port You can enter the PSTN line number here or simply a text string such as sales Step 1 Create the PSTN gateways in 3CX Phone System The first step is to create the PSTN gateway in the 3CX management console PSTN devices a Add Gateway Wizard Add P
74. ort 5060 for SIP port 3478 for STUN and port 9000 to 9016 for up to 8 simultaneous calls default setting If it can the firewall check will succeed If the firewall check fails you will not be able to reliably make and receive VoIP provider calls and you will have to edit your firewall configuration Note that we do not provide firewall configuration support Specifying a STUN server Although 3CX includes a default STUN server setting it is recommended that you specify the STUN server suggested by your VoIP provider as your default STUN server The STUN server suggested by your VoIP provider is probably closer to you and therefore quicker to reach less hops The faster the STUN server responds to requests the quicker the call will be setup To specify a STUN Server 1 In the Management Console go to Settings gt Network node Now click on the STUN server tab STUN server options Speci y STUN server that yould be used to resolve public IP atomaticaly I your machine has a pubic IP AND CORRECT STATIC PORT MAPPING you can switch off STUN Primary STUN server Sin Sex com 2 Port 3478 2 Secondary STUN server Aung 3cx con Oo Port 3478 ai Third STUN server SturO 3ex com al Port 3478 IS Timeout time for STUN response ms 3000 3 Query STUN server every sec 1200 a Turn off stun server al 10 172 0 7 CA Screenshot 13 Specifying STUN server 2 In the edit box Primary STUN server specify the STUN server sugge
75. pecifying the provisioning URL via the phones web Interface 28 Specifying the provisioning URL via DHCP option D I 29 Provisioning E EE 29 Provisioning 3CX Phone 3CX Assistant 29 Phone provisioning templates ANEN 30 Re provisioning the elen 30 Monitoring your IP tele 31 5 Adding PSTN line s via a VOIP Gateway ANEN EEN 33 WEY OUCH EE 33 What is a VoIP Gateway or VoIP add in Card 33 PSTN Maele UI le e 33 Ree EE 34 Step 1 Create the PSTN gateways in 3CX Phone System cccccceeeceeeeeeeeeeeeeeeeeeeeeeeeeeees 34 Step 2 Configure the VolP gateway EE 36 Generating a configuration UE 36 Configuring the PSTN Interface icc ever E ceeneqensdas eee sethvecdeeacueabieansees auetvaeensteeteeeteree 36 6 Adding lines hosted by a VOIP Provider 37 tte ele e EEN 37 Requirements for using a VOIP provider cece eeeeeneee etter eet eeeeceeeeeeee rete eeecaaeeeeeeeeeneee 37 Step 1 Create an account with a VOIP Provider 37 Step 2 Add the VoIP provider account in 3CX Phone System ccccccceceeeeeeeeeeeeeeeeeeeeeeees 37 Specifying a STUN Server EE 39 DID s and VoIP providers ssessseenseeseeessttrtttttttestttntttttttentErEEEEEEESSEEEEEEEEEEESEEEEEEEEEEEEEEE EEEE 40 7 Creating Outbound Call EE 41 age Ee E 41 Creating an outbound call rule EE 41 8 UNG SCA ASSISTAN eee e Eege EE deed 43 alice re B lc Te E Meret ete a There rere Tat ee Crater Te 43 PVG ele le Le EE EE 44 Updating 3CX Assistant netwo
76. re one or more Administrators for this group Typically this would be a department supervisor Group administrators will be able to see the call details of everyone WITHIN that group 5 Optionally you can enable the Administrator extensions to perform operations on calls of any of the group members Check the option Perform operations on calls to users of this group to enable this 6 You can also configure what rights regular group members have e See Call Details of other group members e See incoming calls to other group members e Perform operations on calls of group members e Can Barge in on calls to users of this group 7 Click OK to save group and rights information Users will need to login and logout of 3CX Assistant to see their new rights reflected The Management Extension group The Management Group is a group that is always present in 3CX Phone System Extensions assigned to this group can 1 See the call details of ALL extensions and queues 2 Perform operations on ANY call in the system Pickup transfer Divert Reject Barge in Park To add an extension to the management group 1 Click on the MANAGEMENT sub node under the extensions node 2 Select an extension and click Add Press Apply OK to save the changes 3 Now logout and login with 3CX Assistant to see the additional information Configuring additional connections It is possible to connect to additional 3CX Phone Systems located in a remote office Yo
77. remote setup is shown on the left hand side of the cloud In this example the Machine IP Address 192 168 0 2 has the 3CX VoIP Phone installed We will need to tell the VoIP Phone the public IP address of the PBX Server which in this case is 213 165 190 51 and also the private IP address of the PBX Server which in this case is 10 0 0 181 Since the 3CX VoIP Phone will by default use the standard port numbers used by 3CX Phone System typically no further configuration will be necessary Page 67 3CX 3CX Phone System for Windows www 3cx com Configuring the tunnel We will now use the above example in How it works to configure a tunnel connection Step 1 Configure the PBX 1 In 3CX Management Console go to the Settings gt Network gt 3CX Tunnel page e Set the Tunnel Password to 3cx e Set the Local IP to the Local IP Address of the NIC which will be receiving tunnel connections If the PBX has only one NIC then there will be no need to set this field In our example this is 10 0 0 181 e Set the Tunnel Listening Port to the port which will be receiving tunnel connections The default value is 5090 e Click the OK button The Tunnel service will be restarted automatically Step 2 Configure the Firewall The Tunnel protocol is designed to eliminate NAT traversal problems and reduce Firewall configuration work to a minimum There is only one Firewall setting that needs to be made we must forward t
78. rk wide AAA 44 Using SCX PUSS EE 44 NEL WWE SCX ee Ei E scteshe sine choco Aeron elected EE 44 Grouping amp Assigning BS e LCE 44 The Management Extension group veccs ciestdeteiaredacuesetcctecs EENS EEE NEEN eed Maen ENER EE 46 Configuring additional CONNECONS is ssccssescceciceesenecceneadeeee ENEE EE ERSERENSENNEENdENNEEENENE 46 9 The Digital Receptionist Auto attendant ENNEN 47 letzen EE 47 Recording DOERNER uereg 47 Recording the prompt in Windows Sound Recorder sssssssssessesssssrrrerrnrrrssrrrrrrrnrressee 47 Creating a digital receptionist un 48 Allowing callers to dial a Known extension directly ccceeeeeeeeeeeeeeeeeeeeeeeeeteeeeeeeeeeeeeeenaaees 49 Elle eer ee 49 Self identification Message E 49 ele e A E E AEO 50 10 Adding DID numbers Inbound RECS a cteteetyerscaonattentoadeenucel eetaceteweinneliapaeaneen stares 51 aide e EEN 51 DID numbers and 3CX Phone System How it WOrKS 0 0 0 eeeeeee ee eeeeeeee teeter ee eeeeeteeeeeeeeeeteeee 51 Adding DID EEN 52 Using DID s with a VolP provider account ekekeEEESEEENESENKEEERSEEKENESENKEEEESENREENESENKEEEKeEENeEEE 53 Troubleshooting DID lines 3 sie ccsetcescesecesereaetees ced ecucasncntens ENEE tees ENEE ENEE EAREEEEEEN KENE 53 11 Ring groups Call Queues Paging Intercom eee ee eeceenee cette ee eeeeeeeaeeeeeeeeeeeeenenaeeeeeeees 55 FRING GrOUDS EE 55 Paging Intercom Paid editions ong 56 Call Queues Paid editions only sss
79. rted IP Phones and follow the appropriate configuration guide the phones can be provisioned automatically Extensions Operator Extensions Extension First Name Last Name VoIP Gateway 100 Joe Bloggs Finalize Save Configuration Registration Finalize w Add Delete lt Back 11 Metz Cancel Screenshot 1 The 3CX Configuration Wizard Set up will allow you to create a number of extensions You can create more later however you need to create at least one extension After you have created the extensions you need to configure your phone sets 3CX has configuration guides for many popular phones at http www 3cx com sip phones index htm Page 16 3CX 3CX Phone System for Windows www 3cx com 7 In the next step it will ask you to specify the operator extension The operator extension is the default extension used to route inbound calls to Specify which extension will act as the operator extension The operator extension will be the default destination for all inbound lines and DID s 8 Now specify the voice mail number this is the number that users will call to retrieve their voice mail 9 If you want to use a VoIP provider you can select the VoIP provider to use specify server name proxy if applicable account details and rule prefix 10 3CX Phone System Wizard will prompt you whether you would like to receive a quote for a complete phone system If yes fill in your details and 3CX or a
80. s e Additional status information on VoIP provider trunks and bridges e Ability to specify a mobile number for a user e Improved call forwarding rules design e Improved performance of the media server e System wide black list e Ability to specify up to 5 music on hold files e Ability to send a 302 diversion header to forward a call to another number e Ability to import only new users from Active Directory since last import Small Business Pro and Enterprise editions e New SLA like parking functionality to allow for easy parking and un parking of calls via BLF lights e Ability to monitor remote PBXs from 3CX Assistant e Ability to transfer calls from one 3CX PBX to another PBX using the Multi PBX capability of 3CX Assistant e Point and click creation of conference calls from 3CX Assistant e Ability to directly leave voice mails for other users from 3CX Assistant e Ability to require a PIN to create a conference call e Ability to rewrite caller IDs per port e Ability to call a users mobile number directly e Ability to hide certain extensions from the 3CX Assistant view e System wide black list e Click 2 dial now calls phone in intercom mode making call setup much faster e Full CRM integration with Microsoft Dynamics e Myphone portal has been improved e Ability to customize the colors of 3CX Assistant e Ability to define a status Away Out of Office Available with corresponding call forwarding rules e Ability to spe
81. sed a MINI Small Business Pro or Enterprise version then you can activate your license by going to the General gt Activate License page in the 3CX Management Console Fle Add Wow Settings Lids Heb A Teen thse Serve Actrety Log a Af zeen e Add PSTN Gateway Sch VOIP Draache Weed Create Outbound Rise Crease DE A v Activate ICX Phone System Lat detak tatera Status verson Parter Syntens Eotermcrs Statia karsta Connections L ede rares after of Sareareous Cals Marber of Gi73Crereh Leeroe hes Q F youhaes purchased 23 apport you shoud have recetved an amal wth a logn and passord to the ICX Support Portal Plase vis your reseler fee these Aer s inbound Rides eme saug Lenger hits cxttourd Aides D gd Receptionsst V iry rops soon Gees xed P cot Queues E op Fee Hateez Cutest aus wa A Settings Enma d cow Frema Peder Teleghone 1 900 687 0909 aa Wi UMTED STATE kb D ones SA feteanced gn Cetals H gen Pronet ec v frone nde SOX reseller yos bought the SOx kense XX Wal Shore Gage d hetivete Uceees E ahnen Tengise Arewa Cancel Bai be oe Mare Syston Ale e AS urs o ne Screenshot 2 Activating your license Enter your license key Company Contact Name E mail Telephone and Country and Reseller name and click on Activate to activate your license This information will be sent to our license key server and your license key and installation will be activated You will need to
82. sedeseecesenedeceeteacenenenacestedeacenezengcerendenee 12 leese Ae R E E AE a tote AA EEEN e SEa ES 12 Small Business Pro and Enterprise ecdtons ANEN 13 SCX Trahing EE 14 SCX Help e 14 2 Installing 3CX Phone System for WindOWS kee 15 System ee In 15 R n SUSU EE 15 Run the 3CX Phone System configuration wizard c cccceeeeeeeeeeeeeeeeeeee eee eeeecneeeeeeeeeeteeee 16 Upgrading from a previous version of 3CX Phone System ssssssesssssreserrnrrrssrrrrrrreneessne 17 Activating 30X Phone System EE 18 lut UE e EEN 18 3CX Phone System behind a NAT frewall teeter eeeeeeenaeeeeeeeeeeteeee 19 The 3CX Extension user Mandal EE 19 Ne BOA EE 19 System EENEG eege 19 3 Creating EXtenSion EE 21 Introduction E 21 Adding GET 21 User and Authentication Imtormation ENNEN 22 Voice ERT 22 Forwarding RE 23 Configuring the SIP phones 4 52 ied Auidcet oe eesieles tanh eadeseeesegne a cdedeehaysecance ceeeecemraceaneeateuaes 23 Importing extensions tse ee 8 eee eae ae ah ee eee ee 23 Testing YOUR SOUP EE 23 1 Check Phone System status with the status monitor seeeeeesesseeeeseesseseeseeeeeees 24 2 Place a call to another extension ENEE 24 3 WOUDIGSMOOLING E E 25 4 Phone E FOVISION UNG EE 27 How provisioning ele EE 27 Step 1 Configuring the extensions for Drovlsioning 27 Configuring provisioning of 3CX Phone 3CX Assistant 28 Step 2 Configure the phone to retrieve the configuration le 28 S
83. sions status System Extensions Status 38 Disconnect Call Status Extension Type IN OUT Registered idle 0 ParkExtension Registered idle zi ParkExtension Registered idle 200 IVR Registered idle 201 IVR Registered idle 202 WR Registered Ode 203 IVR Registered idle 700 ConferencePlaceExtension Registered idle 701 ConferencePlaceExtension Registered idle 702 ConferencePlaceExtension Registered idle 703 ConferencePlaceExtension Registered idle 704 ConferencePlaceExtension Registered idle 800 RingGroup Registered idle 801 IVR Registered idle 802 Queue Registered Ode 803 RingGroup Registered idle 804 RingGroup Registered idle 805 IVR Registered Ode 806 IVR Registered idle 807 IVR Mot Registered 808 IVR Registered idle 809 Queue Registered idle 888 FaxExtension Registered idle 999 SpecialMenu Screenshot 33 Monitoring System extensions 3CX Phone System uses system extensions for services such as IVR Queue Fax Parking and so on Using the System extensions node in the 3CX Management Console you can quickly monitor if all these system extensions are working and registered correctly Page 77 3CX 3CX Phone System for Windows www 3cx com 3CX services A good first check is to monitor all 3CX services are running You can view all 3CX services from the services node in the 3CX Management Console Any network monitoring package can monitor
84. ssnssnenrneeesseeenerrnrrrsserrrrrrnnttssetrnnrnnnrssennntrnnnnnseennee 57 12 Call conferencing ese Mice eed ede ase es Nee Meg eh aee ed eda od ale 59 IATFOGUICTION EEN 59 Configuring conferencing EE 59 Creating ER Ee e 59 13 Generating EE le 61 att ee EE 61 FRG DOIES AV ANA UE 61 14 Connecting 3CX Phone SY EE 63 andeelen DEEG 63 Greating DO EE 63 Calling a party on the other 3CX Phone System cece cecneeee cette ee eeeeeneeeeeeeeeeeeeeeeenaaees 66 15 Using the tunnel for remote extensions EEN 67 Intr ductO sene a E EE tae EEER 67 How A Ee 67 Configuring the tunnel WEE 68 Step 1 Configure the EE 68 Step 2 Configure the Firewall AEN 68 Step 3 Configure 3CXPhone 2t4 eeck aetna th atte Oa we eh scene eed eatin 69 eene le WEE 70 Using the tunnel with IP hard phones euegergeeretdEesrger eu ESEREeC EIERE SES ee 70 16 Backup and Pete 71 Introduction octets chert cet cate tata tal tad et ecu beak cutee E 71 Sched ling a DACKUP E 71 TFS EE 73 PENRO CIIG TION EE 73 eelere et e EE 73 Fax machines HEET gege ege 74 Fax EE ne EE 74 18 ThE PROMGBOOK orenera aeei aeaiia aaa Ea eia EE EEE ANEREN ege EE 75 autre ele e EE a REEE EEEE RAEE E GERE A AE E REE A EEEE EREEREER 75 Company phonebook iieys cessshecebececetecexebeteasnnasdens EEEE ERKE REDEE EE Eaei ERARE AERE EEEa 75 Importing Phonebook entrtes ANNE 75 Using the ae Ee 76 19 Monitoring your Phone System EE 77 Me elef et EEN 77 Balae EROM aallar eee eg N
85. ssword e ID The SIP Username e g 200 e Password The SIP Password password can be hidden from the user The Authentication ID and password fields set in the software or hardware phone must match the above fields In addition the extension number must be entered in the phone as well in a field called Account User ID or something similar to that The exact field names differ per vendor For detailed configuration guides for popular phones see hitp www 3cx com sip phones index html Voice mail options 3 Now configure the Voice mail options e Enable voice mail e Play Caller ID the voicemail system will play the number of the caller who left the voice message e Read out date time of message the voicemail system will play back the time of the voice message to be played e PIN number this pin number is used to protect the voice mailbox and is used by the user to access the mailbox The PIN number is also used as a password to logon to 3CX Assistant or the MyPhone User portal e Email options You can choose the following e mail options when a voice mail arrives o No email notification The system will not send any emails o Send email notification only This option will notify the user that there is a new voice mail However the e mail will not contain the voice mail the voice mail will have to be retrieved via the phone o Send vmail as attachment This option will send an email and attach the
86. sted by your provider for example stun sipgate net 10000 3 You can specify an alternate backup server or leave the stun2 3cx com as the backup STUN server This address will be used if the primary STUN server is down Click OK to exit and save the settings Page 39 3CX 3CX Phone System for Windows www 3cx com DID s and VoIP providers H your VoIP provider has supplied you with DID s AND inbound call identification is based on destination dialled number it will be necessary to configure the Source Identification rules for the VoIP Provider This is because the identification number will change depending on which DID number has been dialled In this case you have the following options 1 If possible consider using a different source identification rule based on IP or on Authentication ID 2 Alternatively enter all the possible DID s associated with your account If it is a large range it is best to enter this as a mask using a wild card character This helps improve system performance For example if you have a range of 999 DID numbers e g 2456000 to 2456999 you can enter 2456 Both options can be configured by editing the VoIP provider account and going to the Source ID tab In the source ID tab you configure how inbound calls are identified To create a different source identification rule 1 In the section Call Source identification select the appropriate SIP field and the corresponding var
87. stem Backup and Restore Tool Back up phone system Status DB Operations Backup Tenants Backup Extension 100 Backup Extension 101 Backup Extension 102 Backup Extension 103 Write License information Backup database finished Browse Restore Phone System Status Koos Files Operation Browse hati iit Saving IVR prompts Saving voicemails Saving recorded calls Saving call history Saving recorded calls Saving Certificates Saving Templates backup Templates Browse Screenshot 29 Backup amp Restore utility Scheduling a backup Using the Windows scheduler you can easily schedule a daily phone system backup To do this 1 Go to Start gt Accessories gt System tools gt Schedule Tasks 2 Double click on Add Scheduled task 3 Browse to the 3cxbackup program 3cxbackup exe 4 Specify schedule and account to use 5 After it is created you have to modify the schedule to include the command line parameters that you need e Hidden runs the process hidden so it will close automatically after completion e Backup will backup the database e Restore will restore the database Page 71 3CX 3CX Phone System for Windows www 3cx com e Filepath is the location of the database to restore from or backup to e Options o callhist will include the call history database o voiceprompts will include system prompts o voicemails will include v
88. ting where to route calls to this DID To add a DID 1 Click on the Create DID button in the 3CX Management Console in the toolbar 2 Enter a name for the DID for example sales Note The DID name can be pre pended or appended to the Caller ID so as to identify on which number a caller has called You can enable this from the Settings gt General gt Global options page under Append Prepend name to caller ID 3 Now enter the DID number as it will appear in the SIP to header 3CX Phone System will match the number inserted in this field with the to header starting from the last part of the received string thus avoiding any differences in the format of the number For example if you are based in the UK and your DID number is 0845 2304024 then you can enter the number 2304024 This will match any DID number inserted in the To field ending with these numbers including 448452304024 08452304024 00448452304024 and of course 2304024 Of course it is best to check with your VoIP provider or Phone Company in what format the DID number will be inserted just for reference Page 52 3CX 3CX Phone System for Windows www 3cx com 4 Now select for which ports you wish to add this DID If the DID number is associated with multiple ISDN ports then you must select each An inbound rule will be created for each port that you select 5 Now specify where you wish to direct calls made to this DID End Call Con
89. ttings Links Help 2 Extension status wf Server Activity Log GB Add Extension sgl Add PSTN Gateway Ei Add VOIP Provider Wizard Za Create Outbound Rule EI Create DID 30K OC E P 3Cx Phone System Status Extension User Status Queues Name Ports Trunks Status Dialing 100 Available IN Nick Galea lt 7 Extension Status Dialing 101 Available IN Richardson Bailey Q System Extensions Status Dialing 102 Available IN Taylor Smith Phones Dialing 103 Available IN Miller Cox Uf Server Activity Log Ringing 104 Available IN Bell Shaw Gb Services status Registered idle 105 Available IN Thomas White i Extensions Registered idle 106 Available IN Johnson Jones H PSTN deyes Registered idle 107 Available IN Adam Simpson i 9 S geren Ringing 108 Available IN Peter Fisher d ge Rues Registered idle 109 Available IN James Scott re Bridges den Ringing 110 Available IN Matthew Campbell E T Kee Rues Registered idle 111 Available IN Russel Knight i a Digital Receptionist Sen i L Ringing 112 Available IN Stevens Dixon H Ring Groups L Ze o Not Registered 113 Available IN Lee Parker E a Call Queues Y Settings no Registered 114 Available IN Morgan Allen g e Links Not Registered 115 Available IN Philips Watson e r Help D w DA Screenshot 4 The Status monitor Load up the 3CX Phone System Management console and click on the Extension Status node Check that all extensions are
90. u will need to have a separate account on the remote PBX To do this 1 Select Connections from the file menu 2 Now click Add The Connection Details dialog will open up 3 You can now add the provisioning URL of the extension on the remote PBX or else configure the connection manually 4 After you click OK the 3CX Assistant interface will change to a tabbed interface each tab representing a PBX 5 You can switch between a PBX by click on a tab If you wish to transfer calls to another PBX drag the call onto the tab after which the extensions in that PBX will show You can then continue to drag the call on to an extension to transfer the call Page 46 3CX 3CX Phone System for Windows www 3cx com 9 The Digital Receptionist Auto attendant Introduction The digital receptionist feature allows you to answer phone calls automatically using the computer and present the caller with a list of options The caller can then choose the appropriate option using the numbers on his phone key pad Using this feature you can implement a menu for example for sales press 1 for support press 2 etc A digital receptionist is also known as an auto attendant You can configure different menu options and text for the menus based on which line the calls comes in as well as based on whether the call is received within or outside office hours This way you could have a different answer outside office hours and de activat
91. up details The phones will ring until one of them is answered or until the timeout is reached Virtual machine number can not be in use as extension 800 2 Name Hunt Ring Group Ring Strategy Hunt sl E Ring Time Seconds 20 He Ring Group Members Select which extensions are a member of this Ring Group Extensions Members 101 Joe Bloggs add gt 102 Sandro Walt l Up lt Remove Down Destination if no answer Select a destination for this call if the call goes unanswered End Call Connect to Extension 100 Nick Galea Connect to Queue Ring Group Connect to Digital Receptionist Voicemail box for Extension 100 Nick Galea CA aac 00000 Forward to Outside Number OK at Cancel ae Apply Screenshot 21 Adding a Ring Group To add a ring group 1 In the 3CX Phone Management console menu select Add gt Ring group 2 Now enter the ring group options e Virtual extension number Specify an extension number which will be reserved for this ring group Note that this extension number will be automatically created Do not specify an existing extension number e Name Enter a friendly name for the ring group e Ring strategy Select the appropriate ring strategy for this ring group o Hunt this will start ringing on the first extension then the second etc o Ring all all phones will ring at the sa
92. urally the Windows based application is faster Adding Extensions To add an extension click on Add Extension from the toolbar D Edt Extension settings and cick OK or Apply to save changes Leed Forwarding Rules Phone Provisioning 3OPhoralAsestet breng Other Office Hours User Information Speci y extension number name and email address for voicemail notifications and fax delivery Extercion Number oo Fra Mare Matthew IS Last Here Rogers OO Ema sdovress motra com Si Motte hurrber 5162587415 2 Atherton The authentication ID and Password are used by the phone to authenticate wath 3C Phone System and match the ID and Passord set on the SIP phone IF the phone has a user id feid enter the extension number ID 200 e Password sl DE Yoke Msi Configuration IF you are unable to aromer A call you can allow voice messages to be taken Enable Voice nal vo Play Caller I0 DI Read ot date tine of message Rasd n AMPH format v ai PIN Number used by ICX Assistant reesen sl oo tread Ce Send enal not ication only v U Screenshot 3 Adding an extension Page 21 3CX 3CX Phone System for Windows www 3cx com User and Authentication information 1 Enter the extension number first and last name and the Email address Optional of the user The email address will be used for voice mail notifications and as the default SIP ID You can leave the field empty if you wish 2 Now specify an authentication ID and pa
93. utbound calls on section select up to 3 routes for the call Each defined gateway or provider will be listed as a possible route If the first route is not available or busy 3CX Phone System will automatically try the second route 4 You can transform a number that has been caught by the outbound rule before it is routed to the selected gateway or provider using the Strip digits and Prepend fields e Strip digits allows you to remove 1 or more of the digits Use this to remove the prefix before it is dialled on the gateway or provider In the example above you would specify to remove 1 digit in order to remove the prefix 0 before it is dialled e Prepend allows you to add one or more digits required by the provider or gateway You can set these options per route since a VOIP gateway connected to the local PSTN might require a different logic than if the call is routed via a VOIP provider Page 42 3CX 3CX Phone System for Windows www 3cx com 8 The 3CX Assistant Introduction The 3CX Assistant is a compact utility which allows users to easily manage their extension with a few mouse clicks rather then via a cryptic and limited phone interface 3CX Assistant is not a phone it works in tandem with an existing IP hardware phone soft phone or even an analog phone Calls are made and answered on your existing phone 3CX Assistant provides the following functions 1 Call Pop up Upon a
94. ute an external call via either a VOIP gateway or a VOIP service provider PSTN SIP Phone sip user domain VoIP Provider IP PBX rj PSTN i F dea router j VoiP Gateway hidi An sitta N le USB Phone IP Phone Figure 1 VOIP Phone System Overview The image illustrates how an IP PBX integrates on the network and how it uses the PSTN or Internet to connect calls SIP phones A VOIP phone system requires the use of SIP phones These phones are based on the Session Initiation Protocol SIP an industry standard to which all modern IP PBXs adhere The SIP protocol defines how calls should be established and is specified in RFC 3261 Because of SIP it is possible to mix and match IP PBX software phones and gateways This protects your investment in the phone hardware SIP phones are available in several versions types Software based SIP phones A software based SIP phone is a program which makes use of your computers microphone and speakers or an attached headset to allow you to make or receive calls Examples of SIP phones are the included 3CXPhone or X Lite from Counterpath Page 11 3CX 3CX Phone System for Windows www 3cx com Hardware based SIP Phones Figure 2 A hardware sip phone A hardware based SIP phone looks like and behaves like a normal phone It s actually a mini computer that connects directly to the computer network Because they have an integrated mini hub they can share
95. will be used only to register to the SIP server and receive T38 fax traffic Note You must restart the fax service for changes to take effect Page 74 3CX 3CX Phone System for Windows www 3cx com 18 The Phonebook Introduction The phonebook feature allows you to easily publish a company wide phonebook Used in tandem with a personal phonebook it allows users to quickly launch calls without wasting time finding a person s number and subsequently entering it in the phone 3CX Phone System supports a company and a personal phonebook The Company phone book is company wide and is managed from the management console The personal phonebook is only available to a particular extension and is managed from the MyPhone page of that extension The company phonebook is also published to a directory in a format that SNOM Grandstream Aastra and Polycom phones can download These phones can then show the same phonebook on their display Company phonebook File Add View Settings Links Help Extension status of Server Activity Log GQ Add Extension Sg Add PSTN Gateway E Add VOIP Provider Wizard py Create Outbound Rule Zon Create DID Company Phonebook ZAC Padd Edit Delete Import Generate amp gt 3Cx Phone System First Name Last Name Phone Ports Trunks Status Alex Mitchell 98745566 Extension Status Edwards Hall 99874552 KJ System Extensions Status Jackson Lewis 97888552 Phones John Taylor
96. x 2 to a bridge with another office and within that office you want to dial someone who has extension number 105 on that phone system you would dial 2105 to reach that person directly Creating a bridge To create a bridge 1 Click on the Add gt Bridge menu option to bring up the Add Bridge page 2 Enter a name for the bridge and assign a virtual extension number A bridge must be assigned a virtual extension number so it can be addressed by the phone system Accept the default or choose another extension that is free 3 Now select the Type of bridge e Master Direct UDP If you select Master the other PBX must register with this system In Direct UDP mode all traffic will be sent via UDP and will use multiple ports e Master Tunnel TCP If you select Master then the other PBX must register with this system The tunnel option allows all SIP and RTP traffic to be sent via a single TCP port The 3CX Tunnel vastly simplifies firewall configuration although it can not provide the same quality as a direct connection Also the tunnel option can only be used against another 3CX Phone System e Slave Direct UDP This system will register with the remote system using direct SIP e Slave Tunnel TCP This system will register with the remote system using the 3CX tunnel Page 63 3CX 3CX Phone System for Windows www 3cx com Type of Bridge Configure whether this bridge should b
97. xit press pound In this example Van Damme and Van Hallen are _ self identification prompts of the matching users Page 50 3CX 3CX Phone System for Windows www 3cx com 10 Adding DID numbers Inbound Rules Introduction Many companies provide users and or departments with Direct or DID numbers which allow their contacts to call them directly bypassing the receptionist DID numbers are referred to as DDI numbers in the United Kingdom and as MSN numbers in Germany Even if you have a digital receptionist a direct line number is often preferable because it s more convenient for the caller Direct numbers can be easily implemented using DID numbers DID numbers are provided by your VOIP provider or Phone Company and are virtual numbers assigned to your physical lines Usually you are assigned a range of numbers which is linked to an existing BRI T1 E1 There will be an extra charge per number or per range but this will be a fraction of the cost of adding physical lines Enquire with your Phone Company or VOIP provider for more information Fie Add Wem Settings Lika Help AH Eieren tans f Server Activty Log 8 Add Extension e Add PSTN Gateway e Add VOIP Provider Weard fy Create Outbound Ruse fe Create DID Inbound Rules gt AOD G ER OID Oetete DID S P IO Phone Syster L t Karre DiDMunber Port kert cation Virtua Line Mumbar Qang Office Hours Out of Office Hours gt Portes gt ET Ports Trurhs Ratus
98. xtension a summary page will appear which shows the information that the SIP phone will need e Proxy server IP or FQDN Host name of 3CX Phone System e User ID Extension number created e Authentication ID As specified in Authentication ID field e Password As specified in Authentication password field This information can be entered into the phones via their web interface or can be provisioned to the phone For the latest configuration guides how to configure an IP phone via their web interface go to http Awww 3cx com sip phones index htm For information how to automatically provision your phones with the correct settings see the next chapter on provisioning for more information Importing extensions If you need to create a large number of extensions it is handier to bulk import the extensions To do this you can create a spreadsheet with columns for each field that you wish to import Alternatively you can import directly from Active Directory via LDAP Please find a detailed description of fields as well as a link to a sample import file at http www 3cx com blog docs bulk extension import Testing your setup As soon as you have created at least 2 extensions and configured the IP phones to work with those extensions you can test whether your setup is working correctly To do this Page 23 3CX 3CX Phone System for Windows www 3cx com 1 Check Phone System status with the status monitor File Add View Se

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