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1. 7 ON aE FROM YOUR PROPRIETARY PBX 3CX PHONE SYSTEM ADMIN MANUAL Version 14 Innovating Communications Copyright 2006 2015 3CX Ltd http www 3cx com E mail info 3cx com Information in this document is subject to change without notice Companies names and data used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of 3CX Ltd 3CX Phone System for Windows is copyright of 3CX Ltd 3CX is a registered trademark and 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd in Europe the United States and other countries Version 14 Last updated October 2015 Table of Contents Section 1 Introduction amp Installation e Introduction Licensing amp Support e Installing 3CX Phone System e Firewall amp Router Configuration Section 2 Extension Endpoint management e Configuring the clients 3CXPhone e Configuring amp Managing IP Phones amp Endpoints e Extension Management Section 3 Trunk Management e Configuring VoIP Providers SIP trunks e Configuring VoIP Gateways e Trunk Management Section 4 PBX Services e Configuring Digital Receptionist IVR e Configuring Ring Groups Paging Intercom e Configuring Call Queues e Configuring Fax Server e Configuring Web Call Conferencing Se
2. Up Down 7 aa MLO EN lt a A ring group allows you to direct calls to a group of extensions For example you could define a group of three sales people and have the general sales number DID ring on all three extensions at the same time or after each other When you create a ring group you assign it a virtual extension number This will be the number used by the phone system to address the ring group To add a ring group 1 Inthe 3CX Management Console select Ring Groups gt Add Ring Group 2 Now enter the ring group options e Virtual extension number This number identifies the ring group from other extensions Keep the automatically generated extension number or specify a new one as needed Do not specify an existing extension number Name Enter a friendly name for the ring group Ring strategy Select the appropriate ring strategy for this ring group o Prioritised Hunt This will start ringing on the first extension then the second etc o Ring all All phones will ring at the same time o Paging This will page all extensions part of the group see next section 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 to the left and click on the Add button to add them to the ring group Move the extensions up or down to
3. gt v amp gt gt gt North America South America Europe Asia and the Middle East Africa Australia lt Back Finish 6 Specify the countries or regions to which calls can be made Calls to countries which are not selected will be blocked This feature reduces the risk of VolP toll fraud Select the countries you would like to allow and click Finish You have now completed the initial configuration of 3CX Phone System You will be redirected to the quick 3CX Phone System Management Console The Quick Start page will show you the next steps you will need to take e an G Phones gt 2 Extensions S WebRTC Gateway ies Webmeeting SIP Trunks S PSTN Gateways J Inbound Rules t OutBound Rules gt Digital Receptionist 2 Ring Groups Se Call Queues Th Bridges gt a Fax E3 Backup and Restore E Call Reports gt F Settings gt Updates Pa Help System Status v Welcome to 3CX Phone System QUICK START TEST 3CX FQDN is correctly configured For more information check this Configure a DNS entry for pbx interorbit com Press the TEST button to ensure that your 2 No License Activated Click here to Activate Maintenance Not Available 3 Create Extensions Create or import extensions 4 Android PUSH not configured Required for smartphones Read Android and IOS config guides 5 Configure and deploy IP Phones using the Provisioning Link Enter this provisioning lin
4. TCP 3 3 3 11 5001 192 168 9 213 5001 Kalle Q WAN TCP z 3 3 3 11 5000 192 168 9 213 5000 kake E Configuring a Port Forward Rule in pfSense The above picture shows configuration for a pfSense firewall most firewalls will provide similar functionality In your firewall Enable Port Forwarding Specify the PBX s Local IP Address which we had set previously to 192 168 9 213 Set the Type to TCP Set the Port Range to be from 5090 to 5090 only one port Set the Comment field to 3CX Tunnel Click on the Add button followed by the Apply button Your firewall configuration is now done 1 SSS Step 3 Configuring Remote Sites via 3CX SBC 3CXPhone Bridges After you have configured the local tunnel connection and the firewall the tunnel is now ready for use At the client side you must configure the 3CXPhones an SBC or the Bridges accordingly 3CX SBC Session Border Controller The 3CX SBC is suitable for sites with multiple IP Phones in the same LAN The SBC must be installed at the remote site and is available for Windows and Raspberry Pi e Installing 3CX Session Border Controller for Windows e Installing 3CX SBC Session Border Controller for Raspberry Pi 3CXPhone Clients No configuration is necessary for 3CXPhone clients However to view 3CX Tunnel options see the chapter Configuring the 3CX Phone System Clients 3CXPhone 3CX Bridges To configure a Bridg
5. e Show Call Recordings Allow Deletion of Recordings Adds the management of call recordings allowing the user to manage their call recordings e Configure default phone mode to use in the 3CXPhone for Windows Configure which phone mode Softphone or CTI must be used by default e Default Startup Screen Sets the default appearance of the phone to the dial pad or the presence screen e Use 3CX Tunnel for remote connections Configures 3CXPhone to use the 3CX Tunnel for the Out of Office connection to 3CX Phone System rather than connecting directly via STUN SIP port of the pbx It is advised to turn this option ON to avoid intermittent connection problems absence of audio from remote locations to the phone system 3CXPhone for Windows Mac iOS and Android have the ability to reprovision automatically By default Windows Mac and Android clients will retrieve their configuration file every time they are started This means that any setting you make in the management console will be applied at the next startup of the client Phones node The administrator can review all connected users that are using 3CXPhone from the 3CX Management Consoles Phones node This shows all the users who are currently logged in and using 3CXPhone including their IP and the client version type they use If the extension is not listed in the 3CXPhone Clients tab the client is not currently connected Updating 3CXPhone for Windows and Mac Up
6. 120 Dave Chapelle User NO Allow parking 121 Clint Bartholomew Manager NO 7 moo ome 9 Allow IVR control D 125 Andreas Christodolo User NO E 132 Michael Borg User NO Allows to manage Company Phonebook v W Reset to Default If you want a particular user or manager to have more or fewer rights than the defaults specified in the Default Group Rights tab you may specify these rights by 1 Clicking on the member s name in the Extensions in this Group list in the Members Rights tab Ticking off the checkboxes with the rights that you want the member to have in the Rights currently assigned part of the tab The options available for the users are Can see group members Allows the user to see all group members presence Can see group calls Allows the user to see calls made by group members Show presence to group members Shows the user s presence to group members Show calls to group members Shows user s calls to group members Perform operations divert transfer take on any active call to group members Can Barge in Can barge in to calls made by group members Can Intercom Allows the user to intercom other extensions Allow parking Allows the user to park calls so that other users can pick them up Allow IVR control Allows user to control the IVR Allows to manage Company Phonebook Allows the user to add edit Delete contacts from the Company Phonebook via th
7. 5060 i Number of ports 4 7 dD Type Analog Number of channels per port l i j 4 Enter the hostname or IP of the VolP 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 set up one account for each port and enable the corresponding number of calls lines for that account e An analog line supports 1 call e A BRI port supports 2 calls e An E1 PRI supports 30 and a T1 PRI supports 23 For example if you specify 1 x T1 port it will create one SIP account which can handle up to 23 calls Click Next 6 The individual ports will be created and displayed in a columnar format e Virtual extension number In effect the VolP Gateway converts each line port to an extension so that the phone system can receive and forward calls to it The virtual extension number is a number assigned by 3CX Phone System so that it can address it as an extension There is no need to change this field e Authentication ID amp Password These values are used to authenticate the ports with 3CX Phone System 7 e Channels The Channels field shows how many simultaneous calls the port supports An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 and a T1 PRI 23 Port Identification This field shows the identifi
8. For example e f you choose to run an Extension Statistics Report you can choose to generate a report for all extensions a single extension or a range of extensions e You can also choose a time range for your report A Custom range allows you to customize the date and time from when the report should be generated Other options include generation for calls made Today Yesterday Last week Last 7 days or Last 30 days e For these types of report you can also choose to capture specific call types for example Internal calls External calls or All calls Click on Next Configure Schedule Format Adobe Acrobat pdf Y Adobe Acrobat pdf Email HTML file CSV file Frequency Rich Text file XML file 5 Configure your prefered Report Format from the drop down list Configure Schedule Format Adobe Acrobat pdf v Email admin interorbit com Frequency One time now v One time now Daily First day of week Weekly 6 Enter the email address that will receive the report 7 From the frequency drop down box choose whether to run the report One time now schedule the report to run Daily First day of each week or Weekly on specific days 8 If you have chosen to run the report One time now click the Email now button at the bottom to run the report and email it immediately If you have chosen any other frequency for the report then click the S
9. PW Backup and Restore Bac kup Location Configure a location where backups will be stored Location type Local disk Select Folder Path C Backups Browse If the above location is an FTP server provide username and password below Username Password Save Backup Repository inside C Backups File Name Date modified Size Version 3CXBackup_5_ 29 2015 zip 5 29 2015 7 39 58 AM 57 3 Mb 12 5 39010 975 Download Delete 2 Go to the Backup and Restore node In the Backup Location tab configure Select folder path to the folder where your backup is located and press Save Note You should see the backup listed inside the Backup Repository section 3 Click on the Restore tab click the Restore Now button FJ Backup and Restore Restore Now gt Restore Now Select a backup to restore File Name Date modified Size ersion 3CXBackup_5_29 2015 zip 5 29 2015 7 39 58 AM 12 5 39010 975 cancel 4 Select the backup you want to restore from the list and click the Restore button A window will open warning you that all the services will be stopped during the restore process Click Yes to restore 5 The management console will log out and the restore process will start When the restore is complete an email will be sent to the Administrator email configured during the setup Then you can log into the 3CX Management console Activating your License Without a license 3CX
10. Phone System machine and an additional string for security purposes Click on the link to make sure it resolves 4 Now configure the provisioning URL in your DHCP server using option 66 See an example how to do this for the Microsoft Windows DHCP Server 5 The phone will now retrieve the URL from the DHCP server at startup For larger numbers of phones this is the recommended method as changes to FQDN or webserver ports can be done at DHCP level and all phones can take the new configuration after reboot Provisioning the Phone by Entering the URL in the Web Interface 1 Read MAC address from Phone 2 Enter into 3CX Phone System EO GED e Requests Config file from 3CX LLLA 3 Enter Provisioning URL into Send Configuration file to phone In this method 1 Note down the MAC address of the phone This is usually written on the back of the phone You can also use a bar code scanner to read it from the label 2 Create or edit an extension and enter this MAC address into the Phone Provisioning tab 3 Obtain the provisioning URL for your 3CX Phone System It is displayed in the Quick start page and in the Extension gt Phone Provisioning page It consists of the FQDN of your 3CX Phone System machine and an additional string for security purposes Click on the link to make sure it resolves 4 Now login to the phone s Web Interface and enter the provisioning URL This is a one time operation provided your FQDN
11. Provisioning the URL via Option DHCP 66 Provisioning the Phone by Entering the URL in the Web Interface Provisioning Parameters Provisioning URL Time Zone Daylight Saving Time Company Phonebook Individual Settings Provisioning Fanvil Htek snom and Yealink IP Phones using Plug and Play Provisioning Cisco Polycom amp Remote Phones DHCP amp Manual Step 1 Enter the IP Phone MAC Address Step 2 Configure the Phone to Retrieve the Configuration File Managing Your IP Phones Changing Settings and Re Provisioning the Phones Updating the Firmware on Your Phones Remote Extensions See Also Introduction Once 3CX Phone System is installed you can configure your IP phones and assign an extension to each phone In order to do this you must provision the IP phones Although phones can be configured one by one manually using their web interface this is impractical as it leads to many errors and deployment time is increased drastically Furthermore ongoing management of the IP phones is almost impossible Supported IP phones can be provisioned automatically providing ease of deployment AND ongoing management Phone Provisioning What is Phone Provisioning Phone provisioning is the process of automatically configuring the IP phone for use with an IP PBX Once you provision a phone the phone will automatically configure itself correctly and you will be able to manage the phones centrally and remotely and without having to log
12. To do this 1 From the Extensions node gt Choose the extension then either double click the extension or click on Edit Extension from the top menu switch to the Options tab and check the Allow 3CX Management Console Access checkbox 2 Click the Configure Permissions button gt Configure Extensions Management Permisions Extensions Management Manage own Extension Group Department Manager Global Extension Manager VoIP Trunk Administrator System Administrator 3 From the dialog window choose Manage own Extension and click OK 4 Click Apply to save Changes By allowing a user to manage his her own extension they can e Edit their email address and mobile phone number e Configure voicemail options such as disable PIN authentication to listen to messages or edit PIN number e Configure email notifications such as whether to receive voicemails as email attachments and receive email notification on missed calls e Configure voicemail greetings Use Case 2 Allow Department Heads to Manage their Departments Extensions Department heads can be allowed to manage users in their department This allows the head of a call center for example to control which extensions are allowed to make external calls or enable disable the recording of calls gt Configure Extensions Management Permisions Extensions Management gt N This extension is part of Manage own Ext
13. You can also use a VoIP Provider which removes the requirement for a gateway 3CX Phone System interoperates with standard SIP softphones IP phones or smartphones and provides internal call switching as well as inbound and outbound calling via the standard phone network or via a VoIP service How an IP Phone System Works A VoIP Phone System generally consists of the IP PBX server one or more SIP based phones and a VoIP PSTN Gateway or a VoIP service provider The IP PBX server is similar to a proxy server SIP clients being either softphones or hardware based phones register with the IP PBX server When they wish to make a call they ask the IP PBX to establish the connection The IP PBX has a directory of all phones users and their corresponding SIP address and connects an internal call or routes an external call via either a VoIP PSTN gateway or a VoIP service provider Remote worker London Office VOIP Gateway A BE with soft phone B External Extension Intemnet C spem a Hong Kong Bridge O VOIP Provider Internet int met Remote Extension internet VOIP Gateway p ua e f New York Office IP phones Roaming worker via mobile with wireless Figure VolP Phone System Overview The image illustrates how an IP PBX integrates with the network and how it uses the PSTN and or the Internet to connect calls SIP Phones A VolP phone system requires the use of SIP Phones These phones are based on the Sess
14. installed in the machine that 3CX Phone System is running on or on another machine e Use a hosted phone line from a VoIP Service Provider In this case the VoIP service provider gives you the ability to make calls via your internet connection This is explained in the next chapter To make and receive external phone calls via your regular phone lines you will have to buy and configure a VoIP gateway This chapter explains what they are and how to configure them What is a VoIP Gateway 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 and place calls via the regular telephony network VoIP Gateways exist for analog lines as well as BRI PRI E1 lines and T1 lines VolP cards do the same thing but are add in cards that are installed into a computer What is a Port A port is a physical line outlet on a gateway or VoIP card In the case of an analog line one port is used for each voice channel In the case of BRI ISDN one port allows for two voice channels and in the case of E1 or T1 ports each port represents 30 and 23 channels respectively Just as it is necessary to configure a phone to register with the phone system it is also necessary to configure the VoIP gateway or card to register its ports with 3CX Phone System Some devices build a hunt group for all av
15. personal phonebook is only available to a particular extension and is managed from 3CXPhone on that extension Synchronize the Phonebook With your IP Phones The company phonebook is also published to a directory in a format that Cisco Fanvil Htek Polycom snom and Yealink phones can download These phones can then show the same phonebook on their display Resolves Caller ID to Name One of the most important features of the phonebook is that incoming caller IDs are searched against the phonebook and if a match is found the callers name is shown in the caller ID rather than just showing the number Using the Phonebook To use the phonebook users enter a name or part of the name in the search box of the 3CXPhone Phonebook 3CXPhone will automatically resolve the name or part of the name to a phonebook entry To launch a call the user just needs to double click the name and click the Call button Link to Exchange Server LDAP or ODBC The 3CX Phonebook Directory service can also synchronize with and query external data sources including Microsoft Exchange Server aMicrosoft LDAP server or an ODBC database Import amp Export of Phonebook entries 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 e Firstname Last name Company Mobile Mobile2 Home Home2 etc You can download a Sample Phonebook csv and popu
16. to configure 2 Click on the DID tab 3 Add the DID numbers associated with your account An Inbound Rule which can be configured at a later stage will be created for each number specified in this list You can also see the list of inbound rules by expanding the Inbound Rules node More about Inbound Rules can be found in Chapter 8 See Also e See the Firewall amp Router Configuration to configure your firewall router NAT device e Find more about Outbound and Inbound Rules in the Trunk Management Section e Add How much dedicated bandwidth do need for VoIP See the Bandwidth Overhead over DSL connections guide to find out e See the list of 3CX Supported SIP Trunk Providers Configuring VoIP Gateways On this topic Configuring VoIP Gateways Introduction What is a VoIP Gateway What is a Port Supported VoIP Gateways Configuring VoIP Gateways Step 1 Configure the VoIP Gateway in 3CX Phone System Step 2 Configure the VoIP Gateway Device BeroNet Gateways Patton SmartNode Gateways Welltech WellGate Gateways Supported PSTN Gateways amp ATA s Introduction External calls can be made on PSTN phone lines or via VoIP providers A traditional PBX requires you to connect the PSTN lines to the PBX hardware box however in the case of 3CX Phone System you have more options e Connect PSTN lines physical phone lines to a VolP Gateway situated on your internal network e Connect PSTN lines to a VoIP add in card
17. 08 30 12 00 12 30 17 00 a Call Russia 10 00 19 00 ES Ai r Call Italy 09 00 18 30 Call Spain 08 00 17 30 x Call Netherlands 08 30 12 00 12 30 17 00 Call READ THE ADMINISTRATION MANUAL CONFIG GUIDES AND OUR TECH SUPPORT BLOG 5 Now you can go to your website and add Call Buttons which trigger requests to WebRTC Url s Press to Call Now CX Innovating Communications 6 When customers viewing your site clicks on the link the WebRTC client page will be displayed Depending on the browser you will need to Allow use of microphone and camera Press the button Call Now and a call will be made via WebRTC to the WebRTC URL destination See Also e See your that will allow others to call you e E Include video in your call 8CXPhone for Windows e Share Conduct demonstrations or collaborate remotely 3CXPhone for Windows Pass on written information to your callers 3CXPhone for Windows e See for instructions on setting up your FQDN Backup and Restore On this topic Backup and Restore Introduction Backing up your System Step 1 Choose a Location to Store Backups Step 2 Creating a Backup Restoring a Backup See Also Introduction 3CX Phone System has an integrated backup and restore functionality which can serve a number of purposes Create regular backups of your data Allow for easy upgrades to newer versions of 3CX Phone S
18. 200 201 202 where all extensions start with 2 This way users from one office can directly dial the extension number without using a prefix making calling between offices or branches seamless In this case when the outbound rule is created you must ensure that the prefix corresponds to the numbering plan selected and that no digits are stripped Creating a Bridge A bridge can have 2 types Master or Slave When you create a bridge between 2 3CX Phone Systems one end must be configured as a Master and the other end must be configured as a Slave When you create a bridge between two 3CX Phone Systems ensure that you first create the Master endpoint on one 3CX and then create the Slave endpoint on the other 3CX Follow this order when creating bridges to get the connection working quicker Step 1 Create a Bridge on the Master Phone System Ti A Bridge allows you to connect two 3CX Phone Systems and make free calls between offices General Enter Virtual Extension Number and name of this bridge Virtual extension number 10000 Name of bridge New York Office W Type of Bridge Configure whether this bridge should be master slave or use the tunnel Type of 3CX Bridge Master v i Outbound rule prefix to reach remote 3CX PBX az om Bridge Selected Master This Master Bridge will receive registrations The other PBX must register with this system Authentic ation Password cf0wmi3c 1 I
19. 3CXPhone Clients Remote Connections SET a PhoneSystem Event Log 2 o Services status 2 G Phones gt amp Extensions d S WebRTC Gateway In 2013 08 44 M z om agistored Contacks FE Webmeeting OJU 3 av eee niac SIP Trunks 2 amp PSTN Gateways gt S Bero gt amp Welltech Inbound Rules gt OutBound Rules The Server Activity Log node lists events related to 3CX Phone System Monitor the Server Activity Log to troubleshoot issues This utility shows the activity log of the server and logs potential reasons for error conditions The Server Activity Log allows you to easily filter based on an Extension or a particular call In addition you can filter the logging by date and time Enabling Verbose Logging will show additional advanced logging including the SIP messages You can do this from Settings gt Advanced gt Logging level Note Verbose logging consumes a lot of disk space and uses more processing power It is important to change the level back to low or medium after the troubleshooting session is complete See Also e See how to use the Server Activity Log to Identify Why a Call is Not Reaching its Destination e See our Support Procedure for Troubleshooting Remote Extensions e Also find a 3CX Online Training Basic Troubleshooting video to assist you to identify and resolve issues 3CX Tunnel 3CX Session Border Controller On this topic 3CX Tunnel 3CX Session Border C
20. Phone System will work for up to 2 simultaneous calls If you require more then you will need to activate a license There are two ways to access the activation page in order to activate a license you can either click on the Activate License link in the Quick Start page or directly from the Settings gt Activate License node from within your 3CX Management Console Activate 3CX Phone System Activate 3CX Phone System to unlock commercial features Product details Product FREE Version Number 0 Support n a Maintenance n a Number of Simultaneous Calls 2 Number of G729 Channels 0 3CX Phone System Pro Edition Features n a License key If you have purchased 3CX support you should have received an email with a login and password to the 3CX Support Portal Please contact your reseller for these details License key License key YOOX OOOO KKKK Customer details Company 3CX Lid Contact Name Sales Department E mail info 3cx com Telephone 357 22444032 Country CYPRUS v Reseller Details Specify from which 3CX reseller you bought this 3CX license 3c Free Version Activate Cancel Enter your License Key Company Contact Name E mail Telephone Country and the name of your Reseller The company who you bought 3CX from and click on Activate to activate your license This information will be sent to our license key server to activate y
21. Statistics See how your queues are performing Note To access advanced call reports you require a 3CX Pro Edition license These reports provide more detailed information on Detailed Queue Statistics Team Statistics Queue Performance Overview Graphs Lost calls Call Distribution Team Statistics Abandoned Calls SLA Statistics Callback Statistics Breached Calls Agent Statistics Login history of Agents and other reports useful in Call Center scenarios Creating Reports Reports are generated and sent automatically by email so that report creation can be executed as a low priority process and will not interfere with the phone system Type of Report Report Call log Report v Call log Report Report Name Extension Statistic Report Name Call Cost by Extension Group Call Cost by Call Type Ring Group Statistics Range Basic Queue Statistics Queue Performance Overview Today Detailed Queue Statistics v To create a report and receive it by email 1 From the 3CX Management Console select the Call Reports node 2 From the report drop down menu choose the type of report to run 3 Type a name for your report Type of Report Report Extension Statistic Report v Report Name Name All Range Today v Extension filter All extensions Extension range Example 101 104 107 Call type All calls Internal calls External calls 4 Depending on the type of report you will see various options that you can configure
22. System Status gt Services Status node in the 3CX Management Console Any network monitoring package can monitor Windows services remotely Server Events Configure general options for 3CX Phone System General Admin Credentials Global Options Quota Email Address Add one or more email addresses separated by commas to send notifications to 3CX Phone System Admin Email admin interorbit com Events Send an Email Alert when the following events occur Someone dials an Emergency Number v The status of a trunk changes v lt trunk failover occurs or max amount of calls available through trunk has been exceeded Trunk Provider responds to Request with an Error code The registration status of an extension changes The license limit is reached An IP has been blacklisted Requests are rejected blocked by AntiHacking module because of a security breach DNS resolution Network Failure Stun resolution failure Harddisk is at or near capacity Windows Server OS only Call to a blocked country Log in and Log out of 3CX Management console Notify User When Extension is Added HOeCeCeCeOoO09090008 SHH NIST NMSA EK 3CX Services are stopped or fail You can configure email alerts to be sent to you for critical events from the Settings gt General gt Admin Email amp Notifications tab Phone System Event Log Server event logs are also posted to the Windows events log as application events s
23. This is a separately licensed service based on the number of concurrent participants you wish to host Call Conferencing Configuring Conferencing 1 In the 3CX Management Console expand the Settings gt node select Advanced and switch to the Conferencing tab 2 Specify the conferencing extension number This is the number that users must call to setup and connect to a conference 3 Specify whether 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 The PIN will be used automatically when a user creates the conference via 3CXPhone Creating a Conference Call Conference calls can be created using one of the following methods 1 From 3CXPhone the user can create an ad hoc conference For more information how to do this see the online user manual o 3CXPhone for Windows o 3CXPhone for Mac o 3CXPhone for Android o 3CxXPhone for iOS From the Conference section in 3CXPhone the user can also schedule conference calls to occur in the future Users will receive an email with the conference call details External users need to be notified by the conference creator 2 Users can also create conference calls using their IP phones They will need to dial the Conference Extension number 700 by default and follow the prompts See the guide for information on how to Create an Ad hoc Conference Call using your Desk Phone Web Conferen
24. a Bridge to another 3CX Phone System you can choose to use the 3CX Tunnel rather than a direct connection Configuring the Tunnel We will use the above example in How the 3CX Tunnel Works to configure a tunnel connection Step 1 Configure the PBX In the 3CX Management Console select Settings gt Security gt 3CX Tunnel tab 1 2 4 Configure the Tunnel Password e g r6W4Qi 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 192 168 9 213 Set the Tunnel Listening Port to the port which will be receiving tunnel connections The default value is 5090 Click OK 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 the TCP Tunnel port set by default to 5090 to the PBX Firewall NAT Port Forward 2 Port Forward 1 1 Outbound npr If Proto Src addr Src ports Dest addr Dest ports NAT IP NAT Ports ee wan TCP UDP 3 3 3 11 5060 SIP 192 168 9 213 5060 SIP DE wan up 3 3 3 11 9000 9255 192 168 9 213 9000 9255 EE Q WAN TCP UDP 3 3 3 11 5090 192 168 9 213 5090 kaka eE Q WAN
25. also possible to use a VoIP provider that does not support the T 38 protocol however the quality of the fax implementation between VoIP providers varies and therefore can not be guaranteed Fax Receiving Configuration Number Mask Select from the drop down below the type of inbound rule you want to create and enter a mask for this DID You can use the as a wildcard either before or after your mask Inbound Rule type DID DDI number mask y DID DDI number mask 2000 Apply this rule to these ports Select the Gateway you want this DID DDI rule to be applied to You can select on the whole gateway which will apply the rule to all the ports or you can select individual ports a Available ports gt amp Generic gt v SS ISDN Office Hours Configure where calls to this DID DDI should be routed during office hours End Call Connect to Extension 120 Dave Chapelle gt Connect to Queue Ring Group 802 802RingHunt v Connect to Digital Receptionist 800 800ExchangeDR v Voicemail box for Extension 100 Gareth James v D Forward to Outside Number D Send fax to FAX device 890 v ude holidays O v Apply the same routing logic Outside of office hours eJ Play Holiday Prompt on Public Holiday OK Cancel Apply To receive faxes you must configure a line or a DID to be dedicated for receiving of faxes so that all calls on this number are forwarded to the 3CX Fax Server The 3CX Fax Server will then receiv
26. at 12 00 AM every Saturday v Save Delete Cancel To perform a restore 1 From the Backup amp Restore node go to the Restore tab 2 Select when you want to perform the restore o Restore Now to restore immediately o Schedule Restore to choose a day and a time that your want your restore to take place Note Scheduled restores require a 3CX PRO License 3 To restore immediately choose which backup to restore and click the Restore button A window will open warning you that all the services will be stopped during the restore process Click Yes to restore or No to cancel The management console will return to the login window and the restore will proceed You will then have to log back in once the restore is complete Note In a scheduled restore the most recent backup will be automatically selected for restore See Also e Backup and Restore of Virtual PBX Instances learn how to backup and restore your 3CX Phone System Virtual PBX instances Find an upgrade procedure from previous versions in our Installing 3CX Phone System for Windows guide
27. by selecting extensions from the left list and clicking on the Add button Note that Extensions can now be part of multiple groups Publish Group information to all company users This option publishes your Group presence to all the 3CX Phone System Users all the extensions can see your group presence and calls te Extensions in this Group Members Default Group Rights Member Rights Extensions in this Group Role of user in this group Extension a Role Overrides rights Member Rights User Pai 102 Maria Johnson User YES Manager 105 Dexter Morgan Manager YES Rights currently assigne USE You can select which user will be the Manager of the group by 1 Clicking on the Member Rights tab then clicking on the user s name in the Extensions in this Group list You may then select the Role of user in this group where you may select Manager or User and accordingly the user will be granted the rights of a manager or a user You can configure one or more Managers for any group Typically this would be a department supervisor Group Managers will be able to see the call details of everyone within that group Group Default Rights The Default Group Rights tab specifies the default rights that are assigned to each user role The default Manager and User rights apply to the current extension group You can configure these rights separately for each extension group To configure the de
28. can be seen in the logs It will also be used for identifying which DID is being used to to make the call and will be displayed in the Caller ID of the destination phone This option can be selected in the Global Options to prepend the name of the DID 3 In the DID number mask type in the number This can be a whole number or a wildcard both formats will be considered for processing For example 1235551234 or 234 w ii VolP Provider B 10001 1234567890 4 Choose the provider gateway port This is used to identify over which line the call will be coming in from A VoIP provider will only have one available port A VoIP PSTN Gateway will have one port for each physical line depending on the make and model FXO gateways for example will have one port for each line E1 T1 gateways will only have one port per gateway 5 10 V Apply the same routing logic Outside of office hours _ Play Holiday Prompt on Public Holiday In order to enable custom DID opening hours uncheck the Apply the same routing logic Outside of office hours box Apply the same routing logic Outside of office hours Outside Office Hours Configure where calls to this DID DDI Number should be routed outside office hours Choose where you want to route out of office hours calls in the Outside Office Hours section v Set up Specific Office Hours Set up Specific Office Hours Check Set up Specific Office Hours Thi
29. can select individual ports Available ports 206 weltech W VY E 20001190001 E 20002190002 E 20003190003 E 20004190004 gt 16 Bero Office Hours Configure where calls to this DID DDI should be routed during office hours End Call Connect to Extension 100 Operator O Connect to Queue Ring Group 801 Sales v Connect to Digital Receptionist Voicemail box for Extension 100 Operator v D Forward to Outside Number Send fax to email of extension 888 y Set up Specific Office Hours Include holidays vV Apply the same routing logic Outside of office hours Play Holiday Prompt on Public Holiday i To add a DID 1 From the 3CX Management Console select Inbound Rules gt Add DID 2 Enter a name for the DID for example Sales Note The DID name can be prepended or appended to the Caller ID so as to identify on which number a caller has called you from You can enable this from the Settings gt General gt Global options page under Inbound name to Caller ID 3 Under the new Inbound Rule the Inbound Rule Type allows you to choose between a DID DDI or caller ID number mask 4 In the DID DDI Number mask field enter the DID number as it will appear in the SIP to header The number your provider has supplied as your main or first DID number 3CX Phone System will match the number inserted in this field with the to header starting from the last
30. certificate password in the Password field If in Step 15 you chose I do not have an SSL Certificate generate one for me you will be asked for a company name and a certificate password so the certificate can be generated on the fly gt 3CX Phone System Setup Configure HTTPS Enter the following information to create your SSL Certificate 3CX A Self Signed SSL Certificate will be generated to secure 3CX Web applications with 192 168 9 71 Enter your company name and a password to secure the certificate Enter your company name 3CX Ltd Create a certificate password Enter Certificate Password lt Back Cancel 17 Click Install to start the installation of 3CX Phone System Setup will now copy all files and install the necessary Windows services Running the 3CX Phone System Configuration Wizard The 3CX Phone System configuration wizard will walk you through a number of essential tasks that you need to do in order to get your system up and running 1 After installation is complete double click the 3CX Management Console icon from your desktop 2 Enter the username and password that you specified during setup select the language you would like to use and click the Login button Note that the username and password are both case sensitive The Configuration Wizard will be displayed which will walk you through the initial configuration step by step X Number of digits Select how many digits you wa
31. 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 Paging allows someone to ring a group of extensions and make an announcement via the phone speaker The called party will not need to pick up the handset as the audio will be played via the phones speaker The person paging will not hear any audio back from the people being paged Both paging and intercom features require a phone that supports intercom and that is configured to allow it To add a paging group 1 Click on Ring Groups gt Add Ring Group option to bring up the Add Ring Group page 2 Now enter the ring group options e Virtual extension number Specify an extension number which will be used for this paging group e Name Enter a friendly name for the ring group e Ring strategy Select the Paging ring strategy e Ring time Specify how long the phones should ring for 3 If you have phones that support multicast and you have a very large installation with specialized requirements you can enable the Multicast option For most installations this option is not required 4 In the Ring group members section specify the extensions that should be part of this paging ring group Simply click on the extensions and click on Add to make them a member Important Before using the Paging or Intercom feature
32. create user accounts in your portal Each extension user that is moved to the right will be able to organize web meetings 3 Click Save Accounts will be created for the selected users Organizing web meetings from 3CXPhone Users that have a 3CX WebMeeting user account created are now able to organize and schedule web meeting sessions All this can be done from within 3CXPhone Start 3CXPhone for Windows or Mac and click on the Conference tab in the bottom operations toolbar Two new options will be visible at this point Create WebMeeting and Scheduled WebMeetings See Also e Read how to Create an Ad hoc Conference Call using your Desk Phone Find more information about Hosting a 3CX WebMeeting How to Join a 3CX WebMeeting See also Organizing Video Conferences section in the User Manual Is Account Admin NO NO YES How to create a Conference Call from 3CXPhone Windows Mac Android iOS Delegating 3CX Management Console Access On this topic Delegating 3CX Management Console Access Introduction Configuring Extension Access Permissions Use Case 1 Allow Power Users to Manage their own Extensions Use Case 2 Allow Department Heads to Manage their Departments Extensions Use Case 3 Allow Access to an IT Administrator to Manage Company Extensions Use Case 4 Access to VoIP Trunks and System Administrator See Also Introduction 3CX Phone System allows you to delegate access to the 3CX Manag
33. listen on Accept the defaults http 5000 https 5001 or type in your own gt 3CX Phone System Setup x SSL Certificate Generate or Import SSL Certificate 3CX SSL Certificates are required for Web Security to be configured on all 3CX Websites If you already have a trusted SSL Certificate for your company select Import SSL Certificate If you do not have a certificate and you do not wish to buy one select i do not have an SSL Certificate generate one Note that if you select to generate an SSL Certificate then browsers will give you a security warning when you access the webpages For this warning to disappear you need to purchase a certificate signed from a Trusted Certificate Authority Import an SSL Certificate I do not have an SSL Certificate generate one for me 15 If you have an SSL Certificate for the FQDN or domain that you entered select Import an SSL Certificate Otherwise you can choose the option to generate a self signed certificate gt 3CX Phone System Setup Lx Import Trusted Certificate Import Trusted SSL Certificate 3CX Select the certificate to be imported enter the Fully Qualified Domain FQDN and the certificate password Certificate file pfx C Users Administrator Desktop domain pfx ez Password ENTER_DOMAIN_CERT_PASSWORD_HERE cee ce 16 The above image shows the Import Trusted SSL Certificate Here you should import a pfx file and enter the
34. or select pre recorded wav files to play for the holidays gt Set holidays Set holidays gt In addition to office hours and days of the week you can define specific dates as public holidays so that these dates will be considered out of office hours as well Name New Year Date 1 w January v each v Prompt OfficeClosed wav Add O mi she add S update T Delete Name Date Prompt New Year each year on 01 Jan OfficeClosed wav Give the Holiday a name for example New Year Choose the date for the holiday for example 1 January Since New Years Day recurs every year you can choose each instead of a year Holidays with a steady date each year can be defined like this Dates which do not have a steady date each year can be defined as and when a holiday occurs for example a bank holiday you can define the current year or the next year Choose a prompt to play for the Holiday Click Add Choose a prompt from the list of files already in the repository and click OK Click Add to add the holiday and prompt to the PBX Click OK to exit the holiday configuration Click OK in the General Settings to save the configuration Troubleshooting DID Numbers If you have created the DIDs but calls are not being forwarded as expected 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 l
35. out the configuration emails For more information see Configure Push Google Push below e More information about the Android Client Installation e The user manual can be found here MAC OS X e Mac OS 10 10 and higher Additional Info e The app itself is signed with an Apple developer account and does not require modification of the security level setting for installing an untrusted application However the installation needs to be done by an administrative user e Once installed and provisioned 3CXPhone gets updated automatically with the service packs of 3CX Phone System e More information about the Mac Client Installation e The user manual can be found here Please see the Support Page for a list of Supported Handsets and Devices Deploying 3CXPhone Step 1 Configure PUSH 3CXPhone uses PUSH technology to wake up the smartphone when a call is received This does not require the user to keep the phone active and the 3CXPhone client turned on to be able to receive calls the phone can go to sleep to save battery life PUSH is also required for reliable operation of the smartphone clients When extensions are created they are enabled for push notifications by default You will just need to configure Google Push Servers and open the appropriate ports on your firewall for Google Push and Apple Push to function correctly Note Be sure to configure Google Push before sending out the welcome emails for Android users Goog
36. saved in the CSV file Importing DIDs If you want to create multiple DID rules you can do so by creating the necessary fields on a CSV file using the correct format then importing them back into 3CX by using the import function To import your DIDs into 3CX from a CSV file follow these steps 1 Log into the 3CX Management Console 2 Click on the Inbound Rules node and click on the Import button 3 Browse to the file that contains the DID rules that you want to import select it and click Open 4 The rules will be imported in 3CX Phone System See Creating and Importing DIDs for more information Caller ID Reformatting Caller ID Re Write Here you can find more information about Caller ID Reformatting See Also e See our Outbound Rules A Complete Example of how to create an outbound rules e See Configuring a VoIP Provider SIP Trunk for more information on source identification e See how to create Extension Groups to add to outbound routes Configuring Digital Receptionist Auto Attendant On this topic Configuring Digital Receptionist Auto Attendant Introduction Recording a Menu Prompt Creating a Digital Receptionist Allowing Callers to Dial a Known Extension Directly Call by Name Self Identification Message How it Works Exchange Server IVR Integration See Also Introduction The digital receptionist feature allows 3CX Phone System to answer phone calls automatically When a call comes in to the p
37. settings and click OK or Apply to save changes Configure Hours These settings will be applied for ALL Profiles for this particular extension This extension uses Global Office Hours This extension uses Specific Office Hours Configure Break Times Configure D Automatic Extension Scheduling These options will automatically change the status and functionality of your extension based on the time of the day Automatically change extension profile based on time of day i Log out from queues when not available Away Out of office G Block Outbound calls outside of Office Hours i Configure Hours Select if the extension will follow the PBX s Global Office Hours or use its own Specific Office Hours To specify Specific Office Hours enable the option and click Configure You can also configure Break Times by clicking Configure next to the option These options can be used in conjunction with the options available below to automatically change the status of the extension Automatic Extension Scheduling When you have Configured Office hours and Break times you can enable the following options to control automatic status changes and extension functionality based on the time of day e Automatically change extension profile based on time of day Outside of Office hours the user s status will automatically be switched to Out Of Office The user s status can also be changed to Away on configured break time
38. the call transfer the call to another person or to voice mail with a single mouse click or by using drag and drop e Easy Call Transfer Park Transfer or park a call with a mouse click or via drag and drop no need to learn dial codes or call transfer procedures on a phone Presence View statuses of other extensions and avoid unnecessary calls Click to Call Colleagues numbers in web pages or contacts in CRM software Hot key Dialling Place control calls using configurable keyboard shortcuts Queue Monitoring View the status of queues that you are a member of or a manager Call Monitoring See callers waiting in queue and be able to pick up a call Text Chat Message other users one to one or create multi user chat Record Calls You can record a call by clicking the record button Phonebook 3CXPhone provides easy access to the company and personal phonebooks Softphone or CTI Mode 3CXPhone can run in two different modes e Softphone Mode All platforms Allows you to make and receive calls on your computer or mobile device without using a deskphone It uses a built in SIP engine to place the calls and uses the device s microphone and speakers In softphone mode 3CXPhone can handle up to 5 simultaneous calls and supports blind and attended transfer e CTI Mode 3CXPhone for Windows only Allows you to control your hardware IP phone from your Windows desktop with a few mouse clicks When in CTI Mode 3CXPhon
39. the smartphone clients but requires configuration of the firewall to allow outbound PUSH messages Apple Push To allow APNs traffic to get past your firewall and send push notifications to iOS devices you ll need to open these ports TCP port 2195 Outbound TCP port 2196 Outbound TCP port 5223 Outbound TCP Port 443 used as a fallback on Wi Fi only when devices cannot communicate via port 5223 Note The APNs servers use load balancing This means that devices will not always connect to the same public IP address for notifications The entire 17 0 0 0 8 address block is assigned to Apple so it s best to allow this range in your firewall settings More information here https support apple com en ap HT203609 Google Push To allow GCM traffic to get past your firewall and send push notifications to Android devices you ll need to open these ports TCP port 5228 Outbound to android apis google com TCP port 5229 Outbound to android apis google com TCP port 5230 Outbound to android apis google com TCP Port 443 Outbound rule to android googleapis com and www google com Configuration for Remote Extensions For remote extensions you have the choice of using 3CX SBC Tunnel or using Direct SIP The 3CX SBC service will bundle all VoIP traffic over a single port and vastly simplify firewall configuration and improve reliability 3CXPhone for Android iOS Windows and Mac have the inbuilt tunnel whilst using the 3CX SBC service on a remote netwo
40. voicemail whilst if the status is set to Out of Office you could forward it to their mobile Call forwarding can be configured by the administrator using the 3CX Management Console or by the user from the 3CXPhone client Instructions on how to configure call forwarding for an extension can be found on the Configuring Forwarding Rules user manual page Other User Information The user information section allows you to set status log in and out of queues turn DND on or off configure the caller ID for the extension and the SIP ID Extension Capabilities The extension capabilities section allows you to set advanced options for a particular IP phone registered to this extension These options are best left as default Options The options tab allows you to configure options restrictions and access for the extension px Edit Extension settings and click OK or Apply to save changes General Voice Mail Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Rights Options Record all calls Call screening ON Send email notification on missed call i Do not show extension in 3CX company phonebook Restrictions Disable Extension Disable External Calls G Q For seconds PIN Protect Disallow use of extension outside the LAN Block Remote Tunnel Connections Access Allow 3CX Management Console Access Access Password for 3CX Web Services __s anne D ss Reco
41. 04 Jonas Fung 110 Terence Black 113 Kurt Seiger 117 Elizabeth Papas 118 Stacey Mitchel 122 Agnes Clayton 123 Aram Home 124 Aram Sargysan 126 Vivian Bridgewater 127 Emilia Mc donalds 128 Tony Zhu 129 Frank Gao Member of 3CX Sales DEFAULT TESTINGDEPT 3CX Sales DEFAULT TESTINGDEPT DEFAULT TESTINGDEPT 3CX Sales DEFAULT TESTINGDEPT 3CX Sales DEFAULT CEO DEFAULT 3CX Sales DEFAULT 3CX Sales CEO DEFAULT Root 3CX Sales DEFAULT 3CX Sales DEFAULT 3CX Sales DEFAULT 3CX Sales DEFAULT 3CX Sales DEFAULT 3CX Sales DEFAULT Add gt lt Remove Group Name 3CX Development i Publish group presence information to all company users i Members Extension a 102 Maria Johnson 105 Dexter Morgan 106 Emily White 107 Ricky Dellinger 108 Lia Caren 109 Nicholas Kirk 111 Sandy Martin 112 Shana TwainGV 114 Monique Ferrara 115 Samantha Hunt Delete Group Member of 3CX Development DEFAULT TESTINGDEPT 3CX Development 3CX Sales DEFAULT TE 3CX Development DEFAULT 3CX Development 3CX Sales DEFAULT 3CX Development 3CX Sales DEFAULT 3CX Development 3CX ER3 3CX ER4 3CX 3CX Development DEFAULT 3CX Development DEFAULT 3CX Development DEFAULT 3CX Development 3CX ER3 3CX ER4 3CX To create an extension group 1 In the 3CX Management Console click on the Extensions node and click on the Add Extension Group tab from the top menu Now proceed to add extensions
42. 3CX Phone System If you want to install 1 installation select Standard Installation Single Instance If you are a hoster and you want to host 3CX select Virtual PBX Installation Multiple Instances This option is only available on Server Operating Systems and will prepare the server to accept 25 instances of 3CX Phone System on the same server Standard Installation Single Instance Virtual PBX Installation Multiple Instance lt Back Next gt Cancel 6 Select the Phone System Installation mode select Standard Installation Single Instance Click Next e For the Virtual PBX Installation Multiple Instance See Installing 3CX Phone System as a Virtual PBX Server gt 3CX Phone System Setup Network Setup Specify Network Setup for 3CX Phone System 3CX 3CX Phone System can be installed on a local IP behind a NAT or on a public IP without NAT Behind a NAT is more secure but requires you to configure port forwarding for 3CX services Type ipconfig in the command prompt If you get a private IP address select Behind NAT If you have get a public IP address you must select No Nat No NAT My 3CX is on a public IP without a NAT Behind NAT My 3CX will be installed behind a NAT and I will configure port forwarding lt Back Next gt Cancel 7 Select whether 3CX Phone System is about to be installed on a machine which is directly on the internet no NAT configured w
43. Android Smartphone with 3CX iOS and Android devices can be used as clients for 3CX Phone System using the freely available 3CXPhone for Android and 3CXPhone for iOS Using 3CXPhone your smartphone or tablet becomes a wireless desk phone in the office and can be used to answer and receive company calls while out of the office via WiFi 3G or 4G Providing your mobile service provider supports VoIP over 3G and or 4G 3CX Phone System Licensing Licensing is based on the number of simultaneous calls that your company requires including both external and internal calls Each 3CX Phone System allows you to create an UNLIMITED number of extensions To arrive at the correct number of simultaneous calls that you will need you must usually take the projected number of extensions and divide by two to four times depending on how much your organisation uses the phone 3CX Phone System Editions 3CX Phone System is available in three different editions e Free Edition All features but limited to two simultaneous calls e Standard Edition Includes all key features necessary PRO Edition Adds advanced call queueing reporting CRM integration and more Find out more about the differences between versions from our Features Comparison Page Support 3CX Technical Support is available via our Support Portal Access is free for 3CX Partners For end users 3CX Support packages are available Review our Support Procedures and Pricing We also have Com
44. Call Queues gt Add Queue 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 Name Enter a friendly name for the Queue Polling strategy This option allows you to choose how calls should be distributed to 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 Ring All The phones of ALL the agents will ring Prioritised Hunt 3CX will distribute the call according to the order specified in the Queue members section All calls will go to the first agent first and only if this agent is busy it will go to the next agent This strategy can be used to set up skills based routing by ordering the agents according to their skills 3 Ring timeout Indicate the timeout in seconds i e for how long the phone should keep ringing before it considers the call unanswered by that agent 4 In the Call Queue Agents section specify the extensions that should be part of this Call queue Simply click on the extensions and click on Add 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 Us
45. P Gateway 90001 IT 608 100 100 DIO VoIP Gateway 90001 Operations 607 100 100 VoIP Gateway 90001 Accounting 609 100 100 DIO VolP Gateway 90001 Compliance 610 100 100 Direct dial numbers are easily implemented using Inbound Rules 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 are 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 about DID numbers Adding DID s 4 Configure inbound routing of calls based on DID DDI or Caller ID Inbound rule name Enter a DID or string to look for in the SIP to field Use wildcards to match any digit for that entry For example entries 22444032 OR 2244403 will both match calls with a dialled number of 35722444032 in the to field Inbound rule name Sales Number Mask Select from the drop down below the type of inbound rule you want to create and enter a mask for this DID You can use the as a wildcard either before or after your mask Inbound Rule type Caller ID number mask v i DID DDI number mask 900 O Apply this rule to these ports Select the Gateway you want this DID DDI rule to be applied to You can select on the whole gateway which will apply the rule to all the ports or you
46. P 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 Inthe 3CX Phone Management Console menu select SIP Trunks gt Add Provider gt 3CX Firewall Checker Test Required To add and configure a VoIP Provider SIP Trunk or 3CX Bridge you first need to run the 3CX Firewall Checker Test to ensure that all the necessary network ports are properly forwarded to the 3CX Phone System Server and that your firewall is configured correctly If the test passes you can go ahead and configure VoIP Providers 3CX Bridges and Remote extensions If the test fails VoIP Providers Bridges and Remote extensions will not work correctly and you will experience network stability problems 1 way or no audio issues and dropped calls Run Firewall Checker 2 3CX Phone System will prompt you to conduct a Firewall Test 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 Click Run Firewall Checker Ensure that the tests for the SIP Port default port 5060 and the Audio Port range default ports 9000 9255 all pass with success If the firewall check fails you must go to your firewall and trouble
47. Sync and check the Enable Calendar Profile Switching checkbox A full guide on How to Use Exchange Calendar Status Synchronization details this process Configuring LDAP Directory Search PRO LDAP Lightweight Directory Access Protocol Directory Search has the ability to connect with an external directory server for instance your company s Microsoft active directory When an incoming call is received 3CX Phone System can access LDAP and look for a contact match If a match is found the contact will be automatically added to the 3CX Company Phonebook and the contact information will be displayed for subsequent calls made by this caller y Configure advanced settings such as conferencing and more Advanced Dialcodes MS Exchange KAJU CoA alee Conferencing CallParking Custom Parameters CallCosts Call Types MS Exchange Sync DAP Directory Eee ODBC Search Configure connection settings to your LDAP server Requires 3CX PRO Licence LDAP Server FQDN 3cx test local LDAP Server Port 389 LDAP User administrator test local LDAP User Password j j sessceseee kss Search Base OU User DC test DC local i TTL in Days 365 D Clear all LDAP Entries To Configure LDAP Directory Search with 3CX Phone System 1 Log in to the 3CX Management Console and click on the Settings node 2 Click on General and click on Global Options Caller ID and Phonebook matching Configure how to match Cal
48. System routes calls based on certain criteria You can for example configure rules to control through which VoIP gateway or provider a call will be placed through based on least cost routing so that local calls go through your ISDN lines and international calls through your VoIP provider You can also create DID Direct Inward Dialing numbers which will allow you to place calls directly to a user s extension bypassing the receptionist or IVR Creating Outbound Call Rules An outbound rule denotes through which VoIP gateway provider an outbound call should be placed Based on who is making the call the number that is being dialled or the length of the number When configuring a VoIP Gateway or a VoIP Provider you will be asked to create an outbound rule that will be used to route calls to the Gateway or Provider You can also edit these rules or create new ones from the outbound rules node t 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 Route to PSTN D Apply this rule to these calls Define to which outbound calls the rule must apply Calls to numbers starting with prefix 9 i Calls from extension s 400 200 Calls to Numbers with a length of 8 i Calls from extension group 5 Select i Make outbound calls on Configure up to 3 routes for calls The second and third route will be used as backup For each route digits can be stripped o
49. VolP Trunk Administrator and or System Administrator click OK Click Apply to save Changes By allowing access to VolP Trunks and System Administration the user can Configure VolP Gateways VolP Providers and 3CX Phone System Bridges VolP Trunk Modify system extensions Queues Ring Groups Digital Receptionists Sys Admin Access to the System node where Network Security General and Advanced settings reside Sys Admin Access and perform system updates Sys Admin See Also See the guide on Extension Management for more information about giving access rights to users Connecting 3CX Phone Systems Bridges On this topic Connecting 3CX Phone Systems Bridges Introduction Creating a Bridge Step 1 Create a Bridge on the Master Phone System Step 2 Create a Bridge on the Slave Phone System See Also Introduction You can connect two separate 3CX Phone Systems together allowing you to make calls between branch offices for free just by utilizing your existing internet connection A Bridge can be assigned a prefix which you will dial to access the other 3CX Phone System This prefix must be followed by the extension number you wish to reach on the other 3CX Phone System Alternatively you can assign the extensions in one Office to start with one number e g 100 101 102 where all extensions start with 1 and the extensions in the second Office to start with a different number e g
50. a VoIP Provider SIP Trunk Step 1 Create an Account with a VoIP Provider Step 2 Add the VoIP Provider Account in 3CX Phone System DID s and Inbound Call Identification See Also Introduction VoIP providers host phone lines and replace the traditional telco lines VoIP providers can assign local numbers in one or more cities or countries and route these to your phone system In most cases they also support number porting VoIP providers are often able to offer better call rates because they may 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 30 120 kb per second depending on which codec you use The document Bandwidth Overhead over DSL connections includes detailed information about bandwidth consumption including particular codecs bandwidth usage 3CX recommends using supported VoIP providers All supported VoIP providers have been tested for interoperability with 3CX Phone System and are re tested with each new build Their configuration templates are also included with 3CX Phone System to allow you to quickly and easily add them See the list of 3CX Supported SIP Trunk Providers 3CX Phone System supports two types of VoIP providers e Registration Based These VoIP pr
51. agement Console Access checkbox 2 Click the Configure Permissions button 3 From the dialog window choose Global Extension Manager and click OK 4 Click Apply to save Changes By allowing Global Extension Manager access the user can e Create and edit and manage extensions Includes all the points from the previous use cases e Create and edit and manage extension groups Use Case 4 Access to VoIP Trunks and System Administrator In addition to managing his company s extensions the IT administrator can be given access to add edit VoIP Trunks and be given System Administrator access Access to these two options can be given independently of each other e Users with access to VoIP Trunk can configure VoIP Gateways VoIP Providers and 3CX Phone System Bridges e Users with System Administrator access can modify system extensions Queues Ring Groups Digital Receptionists and also have access to Settings and Updates gt Configure Extensions Management Permisions Extensions Management Manage own Extension Group Department Manager Global Extension Manager J VolP Trunk Administrator i WJ NA v System Administrator OK Cancel To enable access to these options 1 2 3 From the Options tab check the Allow 3CX Management Console Access checkbox Click the Configure Permissions button From the dialog window check
52. ailable ports and present them as on single virtual extension inside 3CX Phone System Beronet amp Patton devices and others represent each port individually Welltech Supported VoIP Gateways It is important to use a VoIP gateway supported by 3CX Supported gateways have been tested by 3CX and are automatically configured with their correct settings If using the default configuration 3CX will also provide first line support of their use with 3CX Phone System A list of the latest supported gateway hardware can be found on the Supported VoIP Gateways amp ATA s page In order to configure a VoIP Gateway with 3CX follow the steps outlined below Step 1 Discover and Update the VoIP Gateway The first step is to connect the gateway assign a static IP and update the firmware on the VoIP Gateway BeroNet Gateways If you have a BeroNet gateway you will need to Use the bfdetect tool to find the gateway on the network Configure the Gateway in 3CX as described in the previous step Click on the Configure BeroNet Card button at the bottom of the summary page Login with admin admin and follow the screen instructions to complete the setup a NS More information is about Configuring Beronet BeroF IX Patton SmartNode Gateways If you are using a Patton SmartNode gateway you will need to 1 Use the Patton SmartNode Discovery Tool to find the gateway on the network 2 Configure the Gateway in 3CX as described in the next ste
53. all Queue Configuring Queue Options Adding an External Agent to a Queue Advanced Queue Features Available in PRO Edition Additional Queue Strategies Additional Queue Options See Also Introduction Call Queues allow calls to be queued whilst agents members of a call queue answer calls Calls do not go unanswered but wait in a queue until an agent is available to take the call For example you can define a group of three sales people and have the general sales number route to a sales call queue If all three sales people are busy callers will be kept in the queue until the next sales person is free When you create a call queue you also assign it a virtual extension number This will be the number used by the phone system to address the Call Queue Creating a Call Queue lt Call queues hold calls in a queue until an agent is available to answer the call General Configure the Number Name and Time out of queue Virtual Extension Number 801 Name Sales Polling Strategy Hunt Random Start Ring timeout seconds 30 Call Queue Agents Select which extensions will be agents for this Call Queue User must also login to the Call Queue to start taking calls Extensions Members 103 Demetris Solonos 100 Operator 104 John Mills 101 Charles Ele 105 Alison Doe Add 102 Support Up 107 James Bond j Remove Down Add External Agent Number Add To add a Call Queue 1 Inthe 3CX Phone Management Console select
54. an ATA or another software based T 38 fax server by creating additional fax extension Step 1 Creating a Fax Extension on Fax Extension Settings This is the default 3CX Fax Server Extension Fax Extension Settings Configure Fax Extension Settings Fax Extension Number Fax Extension Authentication ID 888 D Fax Extension Authentication Password seessseseees iD Default Email Address fax interorbit com D To create a new fax extension 1 2 Note In the 3CX Management Console select Fax machines gt Add Fax Extension In the Fax Server Extension Number field specify the fax extension number Any calls forwarded to this extension will be assumed to be a fax and receive a fax tone Specify the Fax Server Authentication ID and Password These credentials will be used by the ATA 3 party fax server to login to 3CX Phone System If this extension is used by the 3CX Fax Server you can specify the default email address to which all faxes should be sent to If this extension is used for an ATA or 3 party T 38 fax software the extension will be used only to register to the SIP server and receive T 38 fax traffic If the fax extension is created to be used for an ATA or 3 party T 38 fax software you can configure the Outbound Caller ID to be sent when an Outgoing Fax call is made You must restart the fax service for these changes to take effect Step 2 Connecting a Fax Machine usi
55. anagers of this group can see information about all the extensions Any extension you create will automatically be assigned to this group initially until you remove it or assign it to another group Note The V11 management group has now been rendered obsolete and is replaced by the Default group Management Group rights is now Default Group Rights in the Default Group If you are restoring a backup from V11 then all the users will be added as users to the Default group and any managers in the management group will be added as managers in the Default group The Default Group is a group that is always present in 3CX Phone System Managers assigned to this group can e See the call details of ALL extensions and queues since all extensions are part of the default group unless you remove them from the group e Perform operations on ANY call in the system Pickup Transfer Divert Reject Barge in and Park To add an extension to the Default group 1 Click on the Default sub node under the Extensions node 2 Select an extension on the left and click Add Click OK to save changes 3 Now logout and login with this extension s 3CXPhone to see the additional information Group Membership 22 Extensions in this Group Default Group Rights Member Rights Available extensions not members of this group Extensions in this Group Extension a 100 Gareth James 101 Home MT EXT 103 Nick iHome 1
56. ave and Schedule button 9 Depending on the configured schedule an email will be sent Click the Download button to retrieve the report Manage your Scheduled Reports Scheduled Reports monitor Name Type Frequency Status Sales Report Ring Group Statistics Week Scheduled Agents Agent Login History Day Scheduled All Extension Statistic Report Week Scheduled If you have chosen to schedule reports they will appear under the Scheduled Reports node From here you can edit your scheduled tasks reports or delete them Custom Report Settings Custom Report Settings The following settings will be used in all reports Use default 3CX Logo 3CX Use Custom Logo 30X Clear Call Logs Today m Clear All Call Logs The Settings subnode allows you to change the logo that is used when reports are generated You may also choose to clear call log records since a specific date delete daily or last week s call logs or simply delete all call logs See Also e Find more information on Customizing Email Templates Monitoring your Phone System On this topic Monitoring your Phone System Introduction Things to Monitor Systems Extensions Status 3CX Services Server Events Phone System Event Log Server Activity Log See Also 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 yo
57. cation number given to the port Here you can specify the number that was assigned by your telco provider e Inbound Route Day Night If the port will receive inbound calls you can specify to which extension ring group or digital receptionist a call must be routed This can be changed and extended to support multiple DIDs at a later stage On the next page you can create an outbound rule for the VolP Gateway that is being configured For example you can have calls where the called number starts with a prefix routed to this Gateway Click Finish to create the VolP Gateway See Also Configure BeroNet BeroFix Small Business 400 1600 6400 1 or 2 BRI GSM FXO FXS Patton Smartnode 4112 4114 FXO Analog lines amp FXS fax Patton Smartnode 4970 T1 amp E1 1 or 4 port Patton SmartNode 4120 ISDN BRI 1 amp 2 port Welltech WellGate 2540 4 port FXO or 4 port FXS Welltech WellGate 2424s 24 Port FXS Welltech WellGate ATA 172plus POE 2 Port FXS fax Connecting A SmartNode to the Network Trunk Management On this topic Trunk Management Introduction Creating Outbound Call Rules Creating DID Numbers Inbound Rules Adding DID s Configuring Different Office Hours per DID Troubleshooting DID Numbers Exporting amp Importing DIDs Exporting DIDs Importing DIDs Caller ID Reformatting Caller ID Re Write See Also Introduction Outbound and inbound rules dictate how 3CX Phone
58. cing 3CX Phone System has a powerful video conferencing feature called 3CX WebMeeting By default you can host video conferences for up to 10 participants included with every Standard or Pro License You can license additional participants if you wish See 3CX WebMeeting Pricing to find out the full pricing structure and other available 3CX WebMeeting versions Configuring 3CX WebMeeting Follow these steps to configure 3CX WebMeeting on your 3CX Phone System Step 1 Enable the 3CX WebMeeting Feature 3CX WebMeeting requires 3CX Phone System Version 12 SP5 or above 3CX Webmeeting Activate License 3CX Webmeeting allows you to setup web conferences including video desktop sharing and remote assistance from within 3CXPhone With your 3CX Phone System license key you can get a free Account for up to 10 participants Larger accounts will require a separate Webmeeting license key For more information go to http www 3cx comweb conferencing Current License Information License Key CIYR 2S3K OEZT 6K33 Deactivate Simultaneous participants Expire at never Status Activated True Valid True Activate or Upgrade License Free 3CX Webmeeting 10 Simultaneous Participants Not for FREE and DEMO editions Upgrade Enter new 3CX Webmeeting key License Key KXXX XXXX XXXX XXXX XXXX Customer details Company Interorbit LTD Contact Name James Bond E mail james mi6 co uk Telephone 440207777007 Country UNITED KINGDOM v Next 1 Naviga
59. count Now you can create user accounts on your portal so they are able to create web meetings FE Webmeeting Activate License Account Management Users and Access and Access Users and Access Select users and press ADD users with valid email Users listed here can create Webmeetings You can set users as Active Disable or address required suspend user accounts 100 Gareth James nb 3cx co uk 4 Account Status Extension amp Email Name 101 Home MT EXT tbh 3cx com gt Active v 104 nb 3cx de Jonas Fung 102 Maria Johnson nb 3cx com 103 Nick iHome nb 3cx fi 105 Dexter Morgan nb 3cx it 106 Emily White nickybra gmail com 108 Lia Caren mb 3cx com 109 Nicholas Kirk sr 3cx com 110 Terence Black nb 3cx es 111 Sandy Martin nb 3cx hk 112 Shana TwainGV nb mobiledevicemanage 113 Kurt Seiger vc 3cx com 114 Monique Ferrara ap 3cx com 115 Samantha Hunt nb 3cx com 116 George Georgeou andy 3cx com 117 Elizabeth Papas android 3cx de 118 Stacey Mitchel android 3cx es 119 Ken Jones 3cxtesteriphone gmail com 121 Clint Rarthninmew fasavin acx cam Active v 107 nb 3cx nl Ricky Dellinger Active v 120 Nb 3cx jp Dave Chapelle lt Remove Bulk User Configuration Set selected group of users to Active Save 1 Click on the Users and Access tab 2 The column on the left shows all available extensions inside 3CX Phone System Select a user and click the Add gt button to
60. ct 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 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 callers who know their party s extension to avoid going through a 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 If you know your party s extension number you may enter it now otherwise for sales press 1 For support press 2 Call by Name Using a Digital Receptionist you can also direct callers to the call by name function This allows them to find the person they wish to speak to by entering the first letters of the person s last name on the phone dial pad The call by name function requires 1 A self identification message for the user Users w
61. ction 5 Advanced Features e Delegating 3CX Management Console Access e Connecting 3CX Bridges e The Phone Book Directory service e Call Reporting e Monitoring your Phone System e 3CX Tunnel 3CX Session Border Controller e Configuring the WebRTC Gateway e Backup and Restore Introduction Licensing Support On this topic Introduction Licensing Support What is 3CX Phone System for Windows How an IP Phone System Works SIP Phones Software based SIP Phones Hardware based SIP Phones Smartphones iOS and Android 3CX Phone System Licensing 3CX Phone System Editions Support Support Page Configuration Guides Knowledge Base See Also What is 3CX Phone System for Windows 3CX Phone System is a software based PBX for Windows that works with SIP standard based IP Phones SIP Trunks and VoIP Gateways to provide a complete PBX solution without the inflated cost and management headaches of an old style PBX The IP PBX supports all traditional PBX features but also includes many new mobility and productivity features An IP PBX is also referred to as a VoIP Phone System or SIP Server Calls are sent as data packets over the computer data network instead of the traditional phone network Phones share the network with computers so no separate phone wiring is required With the use of a VoIP PSTN gateway you can connect existing phone lines to the IP PBX to make and receive phone calls via a regular PSTN line
62. dates to 3CXPhone for Windows and Mac are deployed automatically via the 3CX Phone System Server When a new update is available on the 3CX Website the 3CX Phone System Server downloads the update for 3CXPhone then notifies the users If a user has an out dated 3CXPhone upon starting it they will be shown a message informing them that a new version is available 3CXPhone Updater An update for 3CXPhone for Windows is available for download from your 3CX Phone System Update now or press cancel to update later Cancel Once the user accepts the update the downloader will start and download the new installation of 3CxXPhone After the file has finished downloading the new client will be installed automatically and 3CXPhone will restart on its own to complete Updating 3CXPhone for iOS and Android The Android and iOS clients update automatically through the Google Play store and the Apple App Store depending on whether automatic update is activated when they detect a newer version of the client online See Also Find out what IP phone CTI mode is e Learn how to configure Google Push here e Learn how to configure Apple Push here e See instruction on installing 3CX Phone for Windows Android iOS Mac Configuring amp Managing IP Phones On this topic Configuring amp Managing IP Phones Introduction Phone Provisioning What is Phone Provisioning How does Phone Provisioning work Provisioning using Plug and Play
63. e the fax convert it to PDF and email the fax to the configured email address To configure fax reception In the 3CX Management Console select the Inbound rule for the port or DID which will be dedicated for receiving faxes From the Office hours routing options select Send fax to email of extension Select the extension that should receive incoming faxes If you select Default Email Address incoming faxes will be sent to the email address configured for the virtual fax extension number You can configure the email address of the default virtual fax extension from the Fax Machines and select 888 then click Edit Fax Extension Alternatively you can forward incoming faxes to the email address configured for a user s extension This even allows you to create multiple DID rules and give personal fax numbers Configuring Fax Machines Fax Servers The Fax machines node in the management console lists all known Fax extensions including the extension used by the 3CX Fax Server These Fax extensions are similar to a normal extension and require an authentication ID and password to login to the SIP server 3CX Phone System included a pre configured fax extension ext 888 This extension is used by the 3CX Fax Server for incoming fax calls which will then be routed to an email address In addition 3CX Phone System can be configured to proxy fax calls T 38 traffic to a fax machine connected to
64. e the backup rule is triggered ID 12289 e A Trunk or VoIP provider account responds with an error code ID 12294 This could happen if your account is inactive or reached the credit limit Upon registration or unregistering of an IP phone ID 4101 The licence limit has been reached ID 8193 The 3CX license limit on concurrent calls If this event occurs frequently you should consider upgrading your license An IP is blacklisted ID 12290 This can happen if an IP has reached the maximum number of failed authentication attempts Frequently this points to a hacking attempt An IP is blacklisted because of too many requests ID 12292 This happens if the web server anti hacking module blocks an IP because of too many requests A Call Back request is triggered by the queue module ID 102 Failure of a DNS resolution ID 12293 This event occurs when the remote VoIP provider could not be contacted This could occur when your internet connection is down or the specified IP or FQDN for the VoIP provider is incorrect or down Failure of resolving an IP via STUN ID 12295 This happens when the STUN server is down This event will also be triggered when the internet goes down Server Activity Log a System Status Q Refresh Y Show Filter Ports Trunks Status V Ero v Warning v Info SEn A Extensior SEER cas S Extension Status Filter by date From w E To bd lt Apply Filter 1 1 BS System Extensions Status rO
65. e 3CXPhone for Windows Client 4 Select the options that suit your needs accordingly and then click Apply to apply the chosen rights A restart of the configured extensions 3CXPhone client is needed for the changes to take effect Regenerate Provisioning Files When you make a change for example to ports or the FQDN then the provisioning URLs will change In this case you will need to reprovision your phones so they obtain the new URL This can be done directly from the 3CX Management Console 22 Add Extension Group a Send welcome email i Regenerate provisioning files Group Name Phone Model MAC Address To regenerate provisioning files 1 From the Extensions node in the 3CX Management Console select the extensions which you would like to regenerate the provisioning file for select a single extension or hold down the CTRL key on your keyboard to choose more than one extension From the top menu click Regenerate provisioning files The provisioning files will then be re generated for the extensions chosen You can then re provision the phones to pick up their re generated provisioning files as described in the Changing Settings and Re Provisioning the Phones section in the previous chapter Recordings Management Conversation recordings and voicemail messages can grow quite large and take up a lot of space You can manage these recordings by setting Auto Clearing Options to limit them You can also download a
66. e 80C for 3CX Phone System Configuring a WatchGuard XTM Firewall for 3CX Phone System Configuring a pfSense Firewall for 3CX Phone System Configuring a pfSense Firewall for 3CX Phone System as a Virtual PBX Server Configuring a Kerio Control Appliance for 3CX Phone System Configuring a TechniColor Router for 3CX Phone System Configuring the Clients 3CXPhone On this topic Configuring the Clients 3CXPhone Introduction Softphone or CTI Mode Supported Client Operating Systems amp Info Microsoft Windows iOS Android MAC OS X Deploying 3CXPhone Step 1 Configure PUSH Google Push Apple Push Step 2 Install 3CXPhone Step 3 Configure Using the Email Attachment Managing 3CXPhone 3CXPhone Settings Phones node Updating 3CXPhone for Windows and Mac Updating 3CXPhone for iOS and Android See Also Introduction 3CXPhone is a softphone amp client that allows users to easily manage their extension with a few mouse clicks rather than via a cryptic and limited hardware phone interface 3CXPhone can work alongside an existing supported IP phone or you can use the inbuilt softohone 3CXPhone is available for multiple platforms including Windows Android iOS and Mac 3CXPhone 101 Bi Pe Available Charles Ele CX Ao kA Line 3 Line 4 Line 5 2asc 3 DEF 6mNno Qwxyz 0 Call iOH a M wm x 3CXPhone provides the following functions e Call Pop up Upon receiving a call 3CXPhone will allow you to reject
67. e can handle one simultaneous call and supports blind and attended transfer In this mode HTTP commands are sent directly to the IP phone that is registered to the extension to control the functionality of the phone When in CTI mode you will see the number you are attempting to dial on the IP phone s display and hear the standard ringback tones Note e To use CTI Mode you should make sure that in your Extensions node Extension settings gt Forwarding rules gt Available tab the option I want to be able to accept more than one call at the same time is not enabled e CTI Mode can only be used on the local LAN where 3CX is installed e The option to ring My Mobile is also not applicable when using CTI Mode If your IP phone does not support CTI then the CTI Mode will use the so called MakeCall functionality The most noticeable difference between CTI and MakeCall mode is shown when starting a call from call history entries When you start a call using MakeCall the desktop IP phone will be called from 3CX Phone System and on the phone s display you will see MakeCall After you pick up the handset the call will be placed on hold and a call to the destination is made from 3CX Phone System Once the receiving end answers the call music on hold will stop and the call will connect to the callee Supported Client Operating Systems amp Info Microsoft Windows 3CXPhone for Windows is test
68. e new backup details will appear in the backup repository window To schedule a backup select the Schedule Backup button choose what to backup and then choose between Daily or Weekly You can also choose a backup rotation this is the number of backups to keep before overwriting the oldest For example if you choose a weekly backup schedule and a rotation of 4 you will always have 4 backups to restore from going back 4 weeks Press Save to schedule your backup Restoring a Backup You can restore a backup immediately in case you wish to move 3CX Phone System to another server or upgrade from an old version Alternatively you can schedule a restore The main purpose of a scheduled restore is to keep a second system on standby with up to date configuration and user data TIP If you have backups from a previous version or another installation you can put them into your chosen backup folder too 3CX will recognize them and you will be able to use them to restore from Note Restoring a backup stops all the 3CX Phone System Services gt Restore Schedule Schedule an automatic restore Requires 3CX PRO License Scheduled Restore will access the backup repository and restore 3CXScheduledBackup zip backup file Note If you are scheduling backups automatically then the scheduled restore will take the most recent backup Restore Schedule Configure Restore Schedule Daily at 4 gt Weekly
69. e using the 3CX Tunnel see the Chapter Connecting 3CX Bridges See Also e Configuring a SIP Desk Phone as a Tunnelled External Extension with 3CX Phone System Configuring the WebRTC Gateway On this topic Configuring the WebRTC Gateway Introduction Step 1 Configure WebRTC Links for your Extensions Step 2 Firewall Configuration Port Forwarding for WebRTC For Website only Allow Click to Call See Also Introduction With the 3CX WebRTC Gateway feature you can share a WebRTC call link with anyone via chat or email allowing them to place a call from any open standards browser Chrome Firefox directly to your extension without needing to install a client You can also configure links or buttons on your website to enable visitors to call extensions directly from your site Important Note To be able to configure WebRTC call links you need to make sure that you have a Public IP Address and have configured a correct and resolvable FQDN during the setup of your 3CX Phone System Step 1 Configure WebRTC Links for your Extensions Enable WebRTC links for your extensions You will then be able to use these links from browsers that support WebRTC to receive calls directly to extensions 5 Edit WebRTC Gateway settings and click OK or Apply to save changes General Advanced MAJALT E Configure WebRTC calling links for each Extension A valid FQDN should be configured for this feature to work correctly Filter Apply Enable D
70. e your chances of success make sure you choose a device that does not implement a SIP Helper or SIP ALG Application Layer Gateway or choose a device on which SIP ALG can be disabled The following links are examples of how to switch off ALG on popular routers e How to Disable SIP ALG on Fortinet FortiGate e How to Disable SIP ALG on Netgear Routers e How to Disable SIP ALG on Thomson Routers Configuration for VoIP Provider or SIP Trunk If you intend to use a VoIP Provider amp the 3CX WebRTC Gateway 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 Port 5061 TCP for TLS communications If using secure SIP Port 9000 9500 or higher UDP send amp receive for RTP communications which contain the actual call Each call requires 2 RTP ports one to control the call and one for the call data Therefore you must open twice as many ports if 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 Configuring ports to allow PUSH messages to smartphones PUSH messages are sent by 3CX Phone System to Extensions using smartphones in order to wake up the devices to take calls or messages This greatly enhances the usability of
71. ebsite only Allow Click to Call If you want to publish links on your website to allow Click to Call then you must whitelist your websites IP in the WebRTC gateway configuration 1 From the 3CX Management Console navigate to WebRTC Gateway gt Advanced tab Trusted IP Addresses This is the list of IP Addresses that will be allowed to generate requests to the 3CX WebRTC Gateway Service to create or add new incoming calls Localhost and the local IP Address of the pbx are already trusted by default Add any other IP Addresses that you want to trust 127 0 0 1 IP Update Add Remove 778 158 130 230 2 In the Trusted IP Addresses section type the Public IP Address of your website and click Add 3 If you have multiple sites on different servers you can add any additional IP Addresses you want 4 Click OK to save changes Welcome to the 3CX Partner Portal The 3CX Partner Portal gives you access to your leads and our online shopping cart You can also use it to send us feedback update your account details follow sales amp technical trainings and download marketing materials 3CX Technical Support Contact Details and Working Hours Country Opening Hours Monday to Friday Support Number Call with WebRTC US NYC amp Canada 06 30 17 00 aa Call United Kingdom 07 30 11 00 11 30 21 00 i Call Australia SYD 14 00 07 00 z Call France 08 30 12 00 12 30 17 00 Call Germany
72. ed and supported on the following Windows versions Windows 7 Windows 8 Windows 8 1 Windows 10 Additional information e Microsoft Net 4 0 or 4 5 e More information about the Windows Client Installation e Once installed and provisioned 3CXPhone gets updated automatically with the service packs of 3CX Phone System e The user manual can be found here e You can deploy the 3CXPhone MSI file via active directory You must also deploy the Microsoft Visual C 2010 x86 msi package on x86 and x64 clients iOS 3CXPhone for iOS is optimized for iPhone 6 e iOS8 e iPhone 4S iPhone 5 iPhone 5s iPhone 6 e iPod touch 3rd generation iPod touch 4th generation iPod touch 5th generation e iPad amp iPad Mini all models Additional information e The 3CXPhone App requires read only access to the local device phone to compose a unified address book of all contacts For allowing access to contacts go to Settings gt Privacy gt Contacts gt 3CXPhone 14 and set to on e In order to receive Push messages it must also be allowed to send Notifications to the device For notifications go to Settings gt Notifications gt 3CXPhone 14 and enable Allow Notifications More information can be found here about the iOS Client Installation The user manual can be found here Android e Android 4 X and higher e Important The Google Push service must be configured PRIOR to sending
73. ement Console managerial tasks can be shared with department heads or an IT Administrator may have access to manage the company s extensions The level of access can be adjusted depending on what the user needs to have access to Managerial tasks can now be delegated and divided between a group of individuals rather than one administrator allowing 3CX Phone System to be managed more efficiently Configuring Extension Access Permissions To configure an extension s Management Console access 1 From the 3CX Management Console select the Extensions node 2 Select the extension you want to grant access and click Edit extension 3 Switch to the Options tab and set a 3CX Web Access password provide it to the user of that extension The user can then login into the 3CX Management Console using their extension number as the username and the password you set for them The following sections are a number of sample use cases that outline how to configure 3CX Phone System for each case Use Case 1 Allow Power Users to Manage their own Extensions Power users can be allowed access to the management console to configure their extensions parameters such as edit their voice mail PIN number and configure their email notifications Access Allow 3CX Management Console Access vi GD Configure Permissions Allow 3CX Report Feature i Ability to download all recordings i Access Password for 3CX Web Services seese Gi 23
74. ension i DEFAULT First Floor e Group Department Manager Ww Global Extension Manager VolP Trunk Administrator o System Administrator OK Cancel To give access to a department head From the Options tab check the Allow 3CX Management Console Access checkbox Click the Configure Permissions button From the dialog window choose Group Department Manager and click OK Click Apply to save Changes OTN a By allowing Group Department Manager access the user can Create edit and manage extensions within the extension group s that they belong to Control which extensions are allowed to make external calls Enable disable the recording of calls Log in out agents from Queues Configure forwarding rules for extensions Use Case 3 Allow Access to an IT Administrator to Manage Company Extensions A company s IT administrator can be given access to create and manage his company s extensions This is especially useful in a hosted server environment where the System Administrator is in charge of updates system settings and day to day extension management tasks gt Configure Extensions Management Permisions Extensions Management Manage own Extension Group Department Manager O Global Extension Manager VolP Trunk Administrator System Administrator OK Cancel To do this 1 From the Options tab check the Allow 3CX Man
75. er to remove the prefix 9 before it is dialled e Prepend Allows you to add one or more digits at the beginning of the number if this is required by the provider or gateway 5 You can configure these options per outbound rule since a rule that applies to a VoIP gateway connected to the local PSTN would normally require different criteria than a rule that applies to a VoIP Provider See our Outbound Rules A Complete Example of how to create an outbound rule in 3CX Phone System Creating DID Numbers Inbound Rules Many companies provide users and or departments with Direct or DID numbers which allow their contacts to call them directly bypassing the receptionist DID numbers are referred to as DDI numbers in the United Kingdom and as MSN numbers in Germany Even if you make use of a digital receptionist a direct line number is often preferable because it s more convenient for the caller _ uf ef add pID Edit DID yj DeleteDID Moveup Move Down gt Export Import Show Filter VoIP Gateway Provider Port Identification DID Name DID Number During Office Hours Out of Office Hours DIO VoIP Gateway 90001 Sales 600 800 800 VoIP Gateway 90001 Marketing 601 803 803 DID VoIP Gateway 90001 Technical Support 602 801 801 DID VolP Gateway 90001 Management 603 102 102 DID VolP Gateway 90001 Development 604 101 101 DIDO VolP Gateway 90001 HR 605 888 888 DID VolP Gateway 90001 Security 606 101 101 Vol
76. erfaces In the Select Provisioning Method drop down menu select the appropriate provisioning method for the location of the phones For phones located on the LAN select Local Lan In the Office If this is a remote phone select either Remote Extension STUN or 3CX Session Border Controller depending on whether you are using the 3CX SBC or not Learn more here The codecs and codec priority will be automatically configured depending on the phone model selected If your phone has BLF lights you can automatically configure what information the BLF lights should display Match a BLF button with an extension so that this button will show the status of that extension The number of available BLF buttons varies per phone You can also link a shared parking place to a BLF button This allows users to easily park or unpark calls by pressing the assigned BLF button Speed dials and custom speed dials are also supported Click OK to save The provisioning files will now be created in the provisioning directory Each time you make a change to the extension these files will be re created Step 2 Configure the Phone to Retrieve the Configuration File Now you need to instruct the phone to download its configuration from the provisioning directory on the 3CX Phone System server 1 4 Determine how to enter the Phone Provisioning URL in your phone In some cases the URL must be modified somewhat Follow the IP phone con
77. ers can login to a call queue using the login button in the 3CXPhone or via a schedule using the Office Hours Schedule Configuring Queue Options You can configure advanced queue options such as destination if no answer Destination if no answer 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 End Call Connect to Extension 100 Operator v 0 Connect to Queue Ring Group 800 Support T i j Connect to Digital Receptionist i Voicemail box for Extension 100 Operator k i Forward to Outside Number i Other Options Configure the settings and details below Enable intro prompt v Play full intro prompt before calling agents Intro prompt file USProgresstone wav Add O i Announce Queue position to caller i Announcement Interval seconds 6 0 D Music on hold onhold wav Add og Maximum Queue Wait Time seconds 1800 Ww 1 In the Destination if no answer section you can define what should happen if the call does not get answered by an agent If no agent is logged into the queue this option gets triggered immediately In addition this option gets triggered if the caller presses the button on his phone This gives callers an option to exit out of the queue and leave a message 2 In the Other options section you can specify a custom introduction prompt and a custom music on hold file You can now choose whether to play the f
78. fault group rights 1 Click on the Default Group Rights tab These settings pertain to what group members and users within this group can see and do in 3CXPhone Optionally you can enable the Manager s extension to perform operations on calls of the group members Check the option Perform operations on calls to users of this group to enable this Similarly you can also configure what rights User group members have Click OK to save the group and rights information Users will need to logout and login to 3CXPhone to see their new rights reflected Customizing Rights for Individual Users 22 Extensions in this Group Members Default Group Rights EOC aE Extensions in this Group Role of user in this group Extension Role Overrides rights Member Rights User v 102 Maria Johnson User YES 105 Dexter Morgan Manager YES Rights currently assigned 106 Emily White Manager NO N Can see group members vi W 107 Ricky Dellinger User NO 108 Lia Caren User NO Can see group calls v Ww 109 Nicholas Kirk Manager YES Show presence to group members v W 111 Sandy Martin User NO pe Show calls to group members v W 112 Shana TwainGV User NO 114 Monique Ferrara User NO Perform operations divert transfer take on any active call to group members v i 5 f ws 115 Samantha Hunt Manager NO Can Barge In Barge Listen or Whisper Requires 3CX PRO Edition D 116 George Georgeou Manager YES 119 Ken Jones User NO Can intercom wW
79. figuration guides in the Supported IP Phones page Decide whether you will use option 66 and DHCP or whether you will configure the URL manually via the phones web interface If using Option 66 in your DHCP Server configure your DHCP server to provide the provisioning URL at startup More information follow our guide on How to Auto Provision IP Phones with the DHCP Option 66 If via the Phone s Web Interface follow the steps in the configuration guide for your phone Managing Your IP Phones 3CX Phone System provides an easy way to monitor and manage your phones throughout your network The Phones node in the 3CX Management Console allows you to View all phones in the network Quickly view the IP and Mac address of each phone Check the firmware version that the phone is running Remotely reboot one or all of the phones Re provision the phones after you have made a change you can reboot the phones as changes take effect immediately Launch the admin interface of the phone Monitor security of extension password and PIN Weak extension passwords and PINs are the most common cause of security breaches Changing Settings and Re Provisioning the Phones Changes made to the phone configuration from the General tab of the Extensions node or within the Phone Provisioning section of the Settings node will take effect within 24 hours You can re provision the phones to force them to pick up the new config
80. g Windows updates may reveal additional updates Pay particular attention to install all updates for Microsoft Net before running the 3CX Phone System installation Antivirus Software should not scan the following directories to avoid complications and write access delays e C Program Files 3CX PhoneSystem e C ProgramData 3Cx In case the 3CX Phone System host machine has multiple network adapters e Disable unused network interfaces Wi Fi adapters e One active network interface MUST have a default gateway configured It is illegal and wrong to have multiple network interfaces all with default gateways configured e Prioritize the primary network interface the one with the default gateway configured to the first position from Control Panel gt Network and Internet gt Network Connections Press the Alt key to reveal the File menu and click on Advanced gt Advanced Settings The Adapter and Bindings tab gt Connections section will show your interfaces Ensure that the network card with the default gateway is at the top Adapters and Bindings Provider Order Connections are listed in the order in which they are accessed by network services Connections atk Secondary Adapter HE Remote Access connections Bindings for Main Interface 2 File and Printer Sharing for Microsoft Networks Intemet Protocol Version 4 TCP IPv4 Intemet Protocol Versi
81. ger when a Callback is made i J Notify Queue Manager when a Callback fails G Notify Queue Manager when a Queue call is lost i In the PRO edition you have additional options that you can configure You can enable a Callback option This allows callers to hang up and get called back when it s their turn This option requires that you specify an outbound rule to which the configured prefix matching the rule is used to trigger the call The Callback option can be requested by the caller Option 2 or it can be offered if the timeout of the queue is reached You can specify the wrap up time in seconds This gives the agent time to enter notes into the call record after taking a call You can specify the maximum number of callers in the queue When this is reached the caller will be routed according to the setting in the Destination if no answer section Reset Call Statistics for this Queue Detailed statistics for the queue such as average call time average wait time and so on are visible through the Presence and Queue Monitoring function of 3CXPhone You can reset the Agent Call Statistics for the Queue by clicking the Reset button This is also available in 3CX Wallboard Call statistics can also be reset automatically using a preconfigured schedule Priority Queue The administrator can configure this queue as a priority queue This is useful when the same people are part of two queues and calls on one of the
82. guage Display Codecs Preference Order Provisioning Fanvil Htek snom and Yealink IP Phones using Plug and Play S Launch Phone Interface e e e 2 Add Extension So Assign to existing extension m Reject Edit Te e eF E Show Password Phone Model and Firmware Version Name User ID User Password PIN IP of Phone MAC Address Status snom snom821 8 7 3 25 new new new new 192 168 9 23 00041345F9A6 snom snom760 8 7 5 17 new new new new 192 168 9 119 000413715832 3CXPhone for Windows 8 Administrator TECHDOC002 new new new new 192 168 9 213 005056962C22 3CXPhone for Windows 8 nicholasp 3CX Windows 6 2 new new new new 192 168 9 59 9CB654445512 snom snom760 8 7 5 17 new new new new 192 168 9 147 00041371115D Fanvil C62 2 3 651 b A x new new new new 192 168 9 183 00A859CC8EFA yealink SIP T46G new new new new 192 168 9 111 0015654C184E snom snom320 8 new new new new 192 168 9 188 000413246674 To auto provision phones using Plug and Play 1 Connect the IP phone to the LAN Ensure that the phone is on the same LAN Multicast Domain as 3CX Phone System 2 The phone will show up in the Phones node in the 3CX Management Console as a new phone 3 Right click on the phone s entry and assign it to an existing extension or create a new one 4 5 You will then be taken to the extension s provisioning tab where you can specify other configuration settings on the phone The phone will be sent a link to the configuration file with the se
83. h ports to open See also Ports Used by 3CX Phone System for the list of required ports that need to always be available not used by any other service Other requirements Latest version of Firefox Google Chrome or Internet Explorer Microsoft NET Framework version 4 5 or higher You will need to have a good basic understanding of Windows Networking A constant internet connection to erp 3cx com on port 443 On demand connection to downloads 3cx com on port 80 for 3CX Management Console downloads and additional information FQDN for the 3CX Phone System machine An FQDN is required for the following reasons Easy access to the 3CX Management Console For easy management of IP phones and services in case of an IP change To setup HTTPS for the console To securely provision IP phones using HTTPS The FQDN must resolve on your LAN to the machine on which 3CX Phone System is installed and from the internet it must resolve to your Public IP You can choose to have a separate FQDN for internal and external connections or a single FQDN for both using Split DNS Find more information on how to Create FQDN using Split DNS Preparing the Windows Host Machine for Installation Tasks that MUST be completed before installing 3CX Phone System Assign a static internal IP address to the host machine s network adapter Install all available Windows updates amp Service packs before installing 3CX Phone System The reboot after installin
84. he 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 The alternative Outbound Routes will have to be configured in order for calls to take these routes when the first is unavailable By default the second and third routes Block Calls t 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 Default Route D Apply this rule to these calls Define to which outbound calls the rule must apply Calls to numbers starting with prefix i Calls from extension s i Calls to Numbers with a length of 7 Calls from extension group DEFAULT Select i Make outbound calls on Configure up to 3 routes for calls The second and third route will be used as backup For each route digits can be stripped or added Strip Digits Prepend Route 1 Bero 0 v i Route 2 Welltech v 0 v L i Route 3 BLOCK CALLS y 1 v D 4 You can transform the number that matches the outbound rule before the call is routed to the selected gateway or provider using the Strip Digits and Prepend fields e Strip digits Allows you to remove one or more digits from the called number Use this to remove the prefix before a call is dialled on the gateway or provider if it is not required In the example above you would specify to remove one digit in ord
85. here the result of ipconfig command will result a public ip or whether the server is behind a NAT device NAT configured where the result of ipconfig command will result a local ip Select the appropriate option and click Next gt 3CX Phone System Setup Network and Public IP Configuration Configure Static Public IP Address 3CX Select Default IP Address Select the network interface on this server that is connected to the internet If you have multiple interfaces you need to choose the one thatis equal or Natted to your desired Public IP Address Select Default Network Card Interface 192 168 9 71 v Configure Default Public IP Address Enter your Public External IP Address here this will be used for remote extensions VoIP Providers and remote phone provisioning together with remote web access Note that dynamic public IP Addresses or services like DynDns are not supported Static Public IP 22 22 22 22 lt Back Canes You will now need to enter your Static Public IP Address type it in and click Next Furthermore check that the installation has detected the correct default network card Enter your Server Administrator Email Address that will receive notifications Click Next Select your DNS configuration Select how your DNS is configured 3CX 3CX Phone System requires a fully resolvable FQDN internally and externally in order for it to work seamlessly for users both inside and outside
86. hone system the caller is presented with a list of options The caller can then choose the appropriate option using the numbers on their phone keypad Using this feature you can implement a menu For example For sales press 1 For support press 2 or wait on the line to be transferred to the operator A digital receptionist is also known as an auto attendant You can configure many different digital receptionists each with their own extension number Depending on your preferences you may configure these to answer calls based on which line the call comes in from as well on whether the call is received inside or outside office hours For example you can have a different prompt for outside office hours that does not include the options to be transferred to groups queues that do not have agents available to take calls Recording a Menu Prompt Before you create your digital receptionist you must first write down the menu options you wish to offer the caller and then record the announcement A simple example would be Welcome to Company XYZ For sales press 1 For support press 2 or stay on the line for an operator Note It is generally recommended to put the number the user should press after the option i e For sales press 1 rather than press 1 for sales This is because the user will wait for the desired option and only then register what number to press Creating a Digital Receptionist The Digital Receptioni
87. il address In the Authentication section the authentication ID and password are auto generated however they can be altered as needed If the phone is provisioned the authentication details will be sent to the phone automatically Voice Mail ie Edit Extension settings and click OK or Apply to save changes General Voice Mai Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Rights Voice Mail Configuration If you are unable to answer a call you can allow voice messages to be taken Enable Voice mail v Gi Disable Voicemail PIN Authentication Play Caller ID G PIN Number e D Tsss Read out date time of message Do not read 0 Email Options No email notification vy Manage greetings WAV files in user s folder new greeting wav oh Add new E Record from phone Q Refresh WAV files m Delete Ai Play on phone Play Play this greeting for all profiles new greeting wav ad Available greeting Play Default v Away greeting Play Default v Do Not Disturb greeting Play Default v Out to Lunch greeting Play Default v Business Trip greeting Play Default v The Voice Mail tab allows you to configure the extension s voice mail preferences including the voicemail PIN number for authentication enable disable PIN Authentication play Caller ID and if you want 3CX Phone System to read out the Caller ID and the Date Time of when the message was received You can als
88. ill now use this new prompt set See Also e See our guides with instructions for installing and upgrading 3CXPhone Clients for Windows Android iOS and Mac Find instructions here on installing 3CX Phone System as a Virtual PBX Server See the Hyper V Page for the specific settings for running 3CX Phone System on Hyper V Check Ports used by 3CX Phone System for the list of ports that must always be available The Firewall amp Router Configuration Guide provides details on which ports to open Recommended Hardware Specifications for 3 X Phone System See our guide on how to use the Backup amp Restore feature within the 3CX Management Console Firewall amp Router Configuration On this topic Firewall amp Router Configuration Introduction SIP ALG Configuration for VolP Provider or SIP Trunk Configuring ports to allow PUSH messages to smartphones Apple Push Google Push Configuration for Remote Extensions Remote Extensions via 3CX Tunnel Remote Extensions via direct SIP Configure WebRTC Ports Firewall checker See Also Introduction If you plan to use remote extensions or a VoIP Provider you will have to make changes to your firewall configuration In order for 3CX Phone System to communicate successfully with VoIP providers and remote extensions your firewall router device must be correctly configured for SIP operation You can learn more about Routers NAT VoIP and Firewalls in this article SIP ALG To maximiz
89. in to the phones web interface one by one Phone provisioning greatly eases day to day management of IP phones It makes it easy to change extension passwords BLF lights and so on because you can do it centrally for all phones from the 3CX Management Console and then push the changes to the phone How does Phone Provisioning work The process of provisioning a phone with 3CX Phone System is easy To provision a phone you will need to ensure it can retrieve its configuration from 3CX Phone System using the Provisioning URL The provisioning URL is a resolvable FQDN with a customized parameter at the end unique to your 3CX Phone System installation for security purposes The provisioning URL can be entered into the phone in any of the following 3 ways e Automatically using Plug n Play e OR Using DHCP option 66 e OR by entering it in the phones web interface After you do this the phone will automatically restart The phone will retrieve the configuration settings and will be completely manageable from within the 3CX Management Console Spend the extra half an hour to provision the phones and save countless hours going forward Provisioning using Plug and Play MultiCast 1 Phone appears in Mgmnt Console 2 You assign an extension 3 3CX Responds with Provisioning URL to phone In this method 1 2 3 4 oi Plug the phone into the network The phone will send a multicast message across the LAN This wi
90. ion Initiation Protocol SIP an industry standard to which all modern IP PBX systems adhere to The SIP protocol defines how calls should be established and is specified in RFC 3261 SIP allows the possibility to mix and match IP PBX software phones and gateways This protects your investment in phone hardware SIP phones are available in several versions types Software based SIP Phones ee 3CXPhone 101 3CXPhone 101 Available Available On Hook ion Line 1 Line 2 Line 3 Line 4 Line 5 2 3 ABC DEF 5 JKL MNO 8 TUV 0 Call Call L Om i Hog Was xt 3CXPhone for Mac left 3CXPhone for Windows right A software based SIP phone is a program which makes use of your computer s microphone and speakers or an attached headset to allow you to make or receive calls Examples of software SIP phones are 3CXPhone or X Lite from Counterpath Hardware based SIP Phones Hardware IP Phones snom 760 left Yealink T46G right Hardware based SIP phones look and behave like normal phones They are actually mini computers that connect directly to the computer network They have an integrated mini hub allowing them to share a network connection point with a computer eliminating the need for an additional network point for the phone Smartphones iOS and Android Ea F al 97H 12 31 Available Anton Savin CX On Hook 0 Line 1 Line 2 Line 3 Line 4 Line 5 1 3 DEF 6 Using an iPhone or
91. ir 3CXPhone 10 Accept all other defaults and click Next to create the bridge 11 The Outbound Rules dialog will be presented If a prefix was configured in the bridge Bridge type section the same prefix will be automatically used for the outbound rule prefix and the bridge route will be set automatically By default Strip Digits will be set to 1 You can change this setting and if you choose an extension numbering plan that does not require you to strip the prefix set Strip Digits to 0 Step 2 Create a Bridge on the Slave Phone System General Enter Virtual Extension Number and name of this bridge Virtual extension number 10000 D Name of bridge Atlanta Office i Type of Bridge Configure whether this bridge should be master slave or use the tunnel Type of 3CX Bridge Slav 4 N Outbound rule prefix to reach remote 3CX PBX 1 In the 3CX Management Console of the Slave 3CX Phone System Select the Bridges node and click Add Bridge 2 Enter a name for the bridge and assign the same virtual extension number as the one configured on the Master 3CX Phone System 3 Type of 3CX Bridge choose Slave 4 Specify a prefix to be used for this bridge l e if you specify 7 then a you must dial 7100 to reach extension 100 on the other 3CX Phone System It could also be that the extensions on the other pbx start with 7 example 706 708 etc 5 Enter the Public IP or FQDN of the Master 3CX Phone Sy
92. is able all Enabled Extension Name Generate DID string WebRTC call URL vY 100 Xanthi Saad Generate support https tk20 3cx testwebrtc support 1 Access the 3CX Management console and go to WebRTC Gateway gt WebRTC Links 2 Select the extensions that you wish to enable WebRTC URL s and check the Enabled checkbox A random DID string will be generated You can leave it as is or modify it to make it easy to remember In this example we modified the string and renamed it to support e Note The DID mask you enter must not contain any special characters Use only numbers from 0 9 and lowercase letters from a z 3 Proceed to enable WebRTC links for your Call Queues Ring Groups and Digital Receptionists 4 Click Apply to save Step 2 Firewall Configuration Port Forwarding for WebRTC Go to your firewall and port forward the following range of ports UDP 9256 9500 See our guides on Firewall amp Router Configuration for more information Note You can directly open ports UDP 9000 9500 These ports are shared for Audio Calls 9000 9250 and WebRTC Calls 9256 9500 After you have completed these changes you can successfully give the WebRTC Url to anyone via email chat or add it to your email signature Callers from outside your network can simply click on the WebRTC Url and reach the enabled extension queue or digital receptionist from a WebRTC Standards browser without installing a SIP Client For W
93. ithout a self identification message are not accessible via the call by name feature 2 Users can not have a last name with Unicode characters 3 The Call by name menu feature must be made available from a Digital Receptionist as one of the menu options Self Identification Message To record your self identification message 1 Go to your voicemail menu Default 999 2 Enter your voicemail PIN number 3 Go to the options menu 9 key 4 Press 5 key to record the self ID message 5 Record your name only i e Sarah Jones How it Works The Call by name feature uses the last name of the user and compares it with the input that has been entered on the phone keypad The following rules are used e The last name is converted to uppercase e All symbols except 2 9 and A Z are ignored e The following translations for symbols are used e ABC2 gt 2 DEF3 gt 3 GHI4 gt 4 JKLS gt 5 MNO6 gt 6 PQRS7 gt 7 TUV8 gt 8 WXYZ9 gt 9 The caller has 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 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 you hear extension not f
94. itself and connect to 3CX Phone System The welcome email is sent automatically when the extension is created To resend it 1 Log in to the 3CX Management Console and go to the Extensions node 2 Select the extension and click the Send Welcome Email button at the top toolbar 3 An email will be sent to the extension s configured email address along with an attachment for auto provisioning Managing 3CXPhone 3CXPhone Settings The administrator can control what configuration options are available in 3CXPhone per extension from Extensions node gt Edit Extension gt 3CXPhone tab pA Edit Extension settings and click OK or Apply to save changes General Voice Mail Forwarding Rules Phone Provisioning Other Options Office Hours Scheduling Rights 3CXPhone Options The options below allow your extension to integrate with 3CXPhone Disallow use of 3CXPhone Hide Forwarding Rules D Show Call Recordings D Allow Deletion of Recordings D Configure default phone to use in 3CXPhone for Windows IP Phone via CT Default Startup Screen Dial Pad v Use 3CX Tunnel for remote connections 3CXPhone only f From here you can configure e Disallow use of 3CXPhone Removes the user s ability to use 3CXPhone e Hide the Forwarding Rules Removes the user s ability to configure his her forwarding rules from within the 3CXPhone client These options will only be available from within the 3CX Management Console
95. k into your IP Phones httns obx interorbit com provisionina a3dcvf330k 6 Create a SIP Trunk Click here to add a SIP Trunk T Activate Webmeeting Click here to activate webmeeting Upgrading From a Previous Version of 3CX Phone System If you are running an old version of 3CX Phone System 9 10 you must upgrade to v11 SP 4a and then to v12 SP 6 1 before following this upgrade procedure If you are using 3CX Phone System v12 SP 6 1 or v12 5 you can go to v14 directly If upgrading from 12 5 ask your users to upgrade their 3CXPhone clients to the latest version to ensure in place updating to v14 See our guides with instructions for installing and upgrading 3CXPhone Clients for Windows Android iOS and Mac Step 1 Backup your configuration amp Uninstall the old version 1 Make a backup of your current configuration using the 3CX Backup and restore tool 2 Tick the options to include in your backup then choose where to save your backup Warning Do not choose to store the backup inside any of the 3CX Phone System installation folders as these folders are removed during the uninstall process 3 Uninstall the current version from the Windows Control Panel gt Programs and Features Step 2 Install 3CX Phone System v14 1 Download 3CX Phone System Version 14 2 Proceed with the installation as documented above 3 Complete the 3CX Configuration Wizard Step 3 Restore your configuration 1 Go to the 3CX Management Console
96. late it with your phonebook entries To import the company phonebook entries into 3CX Phone System do the following 1 Log into the 3CX Management Console and click on the Settings node 2 Click on Company Phonebook and select Import 3 Browse to your saved CSV file select it and click Open 4 Your Company Phonebook entries will be imported into 3CX Exporting Phonebook Entries You can export your phonebook entries from the Company Phonebook in order to save them as a backup or to modify them and import them back at a later stage To export your phonebook entries follow these steps Log into the 3CX Management Console and click on the Settings node Click on Company Phonebook and click the Export button Select a file location and a file name for your CSV file Click Save to export and save your Company Phonebook T See Synchronising with Exchange Server PRO The 3CX Company Directory Service allows the Exchange Connector to connect the 3CX Phonebook with Microsoft Exchange Server 2013 SP1 and Office 365 with Exchange to import Exchange contacts to either the company or the personal phonebook The following import functions are available e Ability to select a public folder of contacts to be imported into the 3CX Company Phonebook e Ability to import personal contacts from one or more Exchange users and import them to their personal 3CX Phonebook How it Works 3CX Phone Sy
97. le Push To configure Push Servers for your Android devices from the 3CX Management Console select Settings gt PUSH follow these instructions to configure your Google Push servers Apple Push Apple Push is automatically enabled The PBX server needs to be able to communicate with Apple APN s on certain ports To send and receive push notifications you will need to open the ports described in the Apple push section of the Firewall Configuration guide Step 2 Install 3CXPhone 3CXPhone is installed via the Apple App Store for iOS devices Google Play for Android devices as a DMG file for Mac OS or an MSI file for Windows The installation links are sent in the user s welcome email together with the configuration file as an attachment For easy reference Windows Download 3CXPhone for Windows as an MSI file Android Download the Android Client from the Google Play Store iOS Download the iOS Client from the Apple App store MAC Download 3CXPhone for Mac as a DMG file Step 3 Configure Using the Email Attachment After the user has installed the corresponding 3CXPhone version it must be provisioned with the user s extension settings To do this ask the user to 1 Ensure the app or application has been installed 2 Open up the welcome email 3 Double click or tap on the attachment If you are asked what application can open this attachment select 3CXPhone 14 The 3CXPhone client will then automatically configure
98. ler ID s to a company phonebook entry v Resolved caller ID to phonebook entry Exact match Minimum length on 3 Scroll down to the section Caller ID and Phonebook matching and check the option Resolve Caller ID to Phonebook entry and configure Minimum length to 6 digits 4 Click on Advanced and click on Company Directory Sync 5 Select LDAP Directory Search o Fill in the LDAP server IP address or FQDN as in the example above o Insert the LDAP server port number default 389 o Insert the LDAP User name and User Password o Specify your LDAP search base In this example we used OU User DC test DC local which means that the LDAP search will take place in the User contacts container in the test local domain o Add a number of days that these contacts will be kept inside the 3CX Phone Book Default is 1 year 6 When you receive a call 3CX Phone System will search for a match in the the 3CX Company phonebook If a match is not found then it will contact the LDAP server If a match is found it will be automatically added to the 3CX Company Phonebook To clear all LDAP Entries from your Company Phonebook go to Settings gt Advanced gt Company Directory Sync gt LDAP Directory Search gt Click on the Clear all LDAP entries button Configuring ODBC Database Search PRO 3CX Phone System has an ODBC Search function that allows 3CX Phone System to c
99. les window will open and automatically configure your chosen prefix as the outbound route for the new bridge By default Strip Digits will be set to 1 You can change this setting and if you choose an extension numbering plan that does not require you to strip the prefix set Strip Digits to 0 See Also e Troubleshooting Remote Extensions and VoIP Providers Using the 3CX Firewall Checker e Take a look at the 3CX Advanced Training Bridge Configuration video e Find a full guide on the 3CX Tunnel 3CX Session Border Controller The Phonebook Directory Service On this topic The Phonebook Directory Service Introduction Synchronize the Phonebook With your IP Phones Resolves Caller ID to Name Using the Phonebook Link to Exchange Server LDAP or ODBC Import amp Export of Phonebook entries Importing Phonebook Entries Exporting Phonebook Entries Synchronising with Exchange Server PRO How it Works Configuring the Exchange Connector MS Exchange Sync Enabling Exchange Calendar Profile Switching Configuring LDAP Directory Search PRO Configuring ODBC Database Search PRO See Also Introduction The phonebook feature allows you to easily publish a phonebook company wide Used in tandem with a personal phonebook it allows users to quickly launch calls without wasting time finding a contact s number and subsequently entering it in the phone The Company phonebook is company wide and is managed from the management console The
100. ll be picked up by 3CX Phone System providing it is on the same LAN The phone will appear in the Phones page Now you can assign an existing extension to the phone or create a new extension The phone will be sent a provisioning URL The IP phone will restart and be manageable from within the 3CX Management Console Requirements For this method the requirements are that the IP phone must be a preferred phone as the IP phone vendor must have implemented the Plug and Play functionality For a list of preferred phones refer to our Supported Phones page Also the IP phone must be located on the same LAN as a multicast message will not traverse firewalls Provisioning the URL via Option DHCP 66 1 Read MAC address from Phone 2 Enter into 3CX Phone Sytem 3 Enter Provisioning URL in DHCP as option 66 AO DHCP Server HHL 4 Phone gets Provisioning URL automatically at startup 5 Requests Config file from 3CX 6 Sends Configuration file to phone In this method 1 Note down the MAC address of the phone This is usually written on the back of the phone You can also use a bar code scanner to read it from the label 2 Create or edit an extension and enter this MAC address into the Extensions gt Phone Provisioning tab 3 Obtain the provisioning URL for 3CX Phone System It is displayed in the Quick Start page and in the Settings gt Phone Provisioning page It consists of the FQDN of your 3CX
101. make sure that you have specified the paging intercom prefix number by 1 From the 3CX Management Console select Settings gt Advanced gt Dial Codes tab and adding the paging prefix in the Paging field 11 for example 2 Make sure that the user who is trying to page a group has the right to do so select Extensions gt Edit Extension gt Rights Check the Can Intercom option in Rights currently assigned section Note The Ring time and Destination if no answer options will be ignored since they are not relevant for paging Intercom The intercom feature allows a phone system user to make an announcement to a single extension In this scenario the audio is two way and the called party can respond immediately without picking up the handset To call a user via the intercom function 1 Prefix the extension you wish to call with the paging intercom prefix that you specified in Settings gt Advanced gt Dial codes gt Paging field followed by the extension number For example you specified the paging prefix to be 11 to make an intercom call to extension 100 you should dial 11100 2 You can now announce your message See Also e Learn about Busy Lamp Field BLF What it is and how it works e Learn about Dial Codes and how to program them Configuring Call Queues On this topic Configuring Call Queues Introduction Creating a C
102. munity Forums from where you can obtain user to user support for our products Support Page Configuration Guides Knowledge Base 3CX maintains a knowledge base help page Be sure to follow the configuration guides for the make and model of your VoIP gateway SIP phone or Firewall The configuration guides can be found in the main Support Page See Also 3CX Technical Support is available via our Support Portal Review our Support Procedures and Pricing See Our Community Forums and obtain user to user support for our products Find configuration guides in the main Support Page Installing 3CX Phone System for Windows On this topic Installing 3CX Phone System for Windows System Requirements Supported Operating Systems Supported Hardware and VM Platforms Firewall amp Network Considerations No NAT Firewall Configuration NAT Mode Firewall Configuration Other requirements FQDN for the 3CX Phone System machine Preparing the Windows Host Machine for Installation Installing 3CX Phone System Running the 3CX Phone System Configuration Wizard Upgrading From a Previous Version of 3CX Phone System Step 1 Backup your configuration amp Uninstall the old version Step 2 Install 3CX Phone System v14 Step 3 Restore your configuration Activating your License System Prompts Language See Also System Requirements Supported Operating Systems 3CX Phone System v14 is supported on the following operating systems Windows 7 Professional
103. n the 3CX Management Console go to Bridges node and click Add Bridge 2 Enter a name for the bridge and take note of the virtual extension number You will need this number when you create the Slave Bridge connection so ensure that the virtual extension number generated is not in use on the other 3CX Phone System which will host the Slave bridge endpoint 3 Type of 3CX Bridge choose Master 4 Specify a prefix to be used for this bridge If you specify 6 then a you must dial 6100 to reach extension 100 on the other 3CX Phone System You can also dial 600 to reach extension 600 This prefix is also used to redial missed calls between offices 5 Authentication Password The password that will be used for authentication Allow tunneled connection JIG Remote end of Bridge Tunnel Public IP of Remote 3CX office2 3cx com dD Port 5090 WD 6 The Allow Tunneled Connection option allows all SIP and RTP traffic to be sent via a single TCP port The 3CX Tunnel vastly simplifies firewall configuration reduces bandwidth and also secures your phone calls e If Allow tunneled connection is enabled enter the public IP address or FQDN of the Slave 3CX Phone System In the example above office2 3cx com is the FQDN of the office in New York e Configure the 3CX Tunnel port of the New York 3CX Phone System By default this is 5090 however in multiple instances installations or cloud installation thi
104. nd delete recorded conversations directly from the Recordings Management node under Settings in the 3CX Management Console lt Configure general options for 3CX Phone System General Admin Credentials Admin Email amp Notifications Global Options Quota Current quota and used space Quota for Recordings Unlimited Used space 0 0 Mb Quota for Voice Mails Unlimited Used space 0 0 Mb Auto cleaning options v Automatically delete all recordings older than 30 days v Automatically delete all voice mails older than 30 days To set up the number of days to keep recordings 1 Expand the Settings node gt select General then switch to the Quota tab 2 Tick the checkbox for the type of recordings to clear then select the number of days that they will be kept before they re deleted and click Save See Also e Information on delegating 3CX Management Console access along with use case examples read our Delegating 3CX Management Console Access chapter e See the user manuall about Recording a conversation or conference call e See our Checking and Managing your Voicemail guide to learn how to do this from your 3CXPhone e Find information on Customizing Email Templates e Read more about Recording Management Configuring a VoIP Provider SIP Trunk On this topic Configuring a VoIP Provider SIP Trunk Introduction Requirements for using a VoIP Provider SIP Trunk Configuring
105. ng an ATA to the Fax Extension Once you have configured the fax extension you can connect the fax machine to a supported ATA device and configure the ATA device to connect to the fax extension The guide Configure Your Fax Machine with 3CX Phone System outlines this process step by step See Also e Find out How to Setup Inbound Fax Routing in 3CX Phone System e Read more about Fax Configuration with 3CX Phone System Configuring Web amp Call Conferencing On this topic Configuring Web amp Call Conferencing Introduction 3CX WebMeeting Call Conferencing Configuring Conferencing Creating a Conference Call Web Conferencing Configuring 3CX WebMeeting Step 1 Enable the 3CX WebMeeting Feature Step 2 Create your 3CX WebMeeting Account Step 3 Add users to your 3CX WebMeeting Account Organizing web meetings from 3CXPhone See Also Introduction Call conferencing allows you to easily configure up to eight conference calls that can allow a total of 64 callers license permitting The 64 caller limit is for all conferences not per conference Although many conference call services exist it s often easier and cheaper to host your own audio conferences To simplify the set up of conference calls conferences can be set up ad hoc without the need to reserve a conference room 3CX WebMeeting In addition to standard voice conferencing 3CX Phone System also has an advanced web video conferencing feature called 3CX WebMeeting
106. nstrates how the 3CX Tunnel works In this example 3CX Phone System is on IP Address 10 0 0 181 and listens on TCP port 5090 by default for incoming Tunnel traffic We must set up a single Port Forwarding rule on the Modem or NAT Firewall Device telling it that all incoming TCP traffic received on port 5090 should be delivered to LAN IP Address 10 0 0 181 The remote setup is shown on the left hand side of the cloud In this example the machine with IP address of 192 168 0 2 has 3CXPhone 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 3CXPhone will by default use the standard port numbers used by 3CX Phone System typically no further configuration will be necessary 3CX Tunnel technology can be used in the following scenarios Connect Remote Sites using the SBC For remote sites with a number of remote phones you can deploy the 3CX SBC to the site so that all phones will communicate with the 3CX PBX over a single port This is also the preferred option in case 3CX Phone System is running in the cloud Connect Remote 3CXPhone Users 3CXPhone for Windows Mac iOS and Android have a built in tunnel that will be used automatically when 3CXPhone detects it is not on the LAN No configuration is necessary in 3CXPhone Connect 3CX Phone Systems via a Bridge When creating
107. nt On this topic Extension Management Introduction Importing Extensions from Active Directory Importing Extensions from a csv File Extension Configuration General Voice Mail Forwarding Rules Other Extension Capabilities Options Restrictions Access Office Hours Scheduling Configure Hours Automatic Extension Scheduling Extension Rights Extension Groups Default Group Group Membership Group Default Rights Customizing Rights for Individual Users Regenerate Provisioning Files Recordings Management See Also Introduction This chapter explains how to create and configure extensions in 3CX Phone System There are multiple ways to create an extension When provisioning a new phone you can choose to create a new extension Extensions can be manually created from the Extensions node Extensions can be imported from Active Directory or any other LDAP server Extensions can be imported from a csv file including parameters such as DID Importing Extensions from Active Directory You can import extensions directly from Active Directory or another LDAP server The added benefit to this method is that every time a change is made to the user configuration in Active Directory users can be re synchronised in which case only the updates will be imported The step by step guide on how to Import Extensions via 3CX Active Directory explains the process in detail Importing Extensions from a csv File Create a spreadsheet with column
108. nt your internal extension numbers to have System defaults are set to 3 digits Note that the system uses at least 30 numbers for system extensions This setting can not be changed after installation 2 Digits Available extensions between 10 99 3 Digits Available extensions between 100 999 4 Digits Available extensions between 1000 9999 5 Digits Available extensions between 10000 99999 Next gt 3 Choose the number of digits that extension numbers should have This cannot be altered later Click Next X Select Region and Time Zone Specify the region where 3CX Phone System will be operating from Select Country United States 1 v Time Zone Settings Set the Time Zone 8 00 United States Pacific Time v lt Back Next gt 4 Select your country and time zone settings and click Next X Operator Extension Select the Operator Extension which will be the default destination for inbound calls Extension Number 100 First Name OP Last Name E mail address Operator interorbit com Voice mail extension 999 lt Back Next gt 5 Configure the Operator Extension by entering first name last name and email address This is the default destination for inbound calls Confirm that the VoiceMail Extension number is appropriate for your installation and click Next X Allowed International Regions 3CX Phone System will allow calls made to the following countries gt v e gt v
109. nue If you are using a SIP trunk the password will be greyed out since authentication is done via IP 8 Specify how calls from this VoIP provider should be routed You can specify a different route outside office hours The routing configured here will take effect when no inbound routing rules are matched 9 On the next page you can optionally configure an outbound call rule which will be used to route outbound calls through the new provider This is normally done by routing calls starting with a specific prefix Enter the dialling prefix in the Calls to numbers starting with prefix text box To make calls via this provider precede the number to be dialled with this prefix gt More about Outbound and Inbound Rules can be found in the Trunk Management Section DID s and Inbound Call Identification If your VoIP provider has provided you with DID numbers you will need to specify these in the DID tab To do this tity Edit VOIP Provider settings and click OK or Apply to save changes General Advanced Outbound Parameters Inbound Parameters Source ID DiD DID Numbers Enter the DID DDI number s linked to this provider An inbound rule will be automatic alh the appropriate extensions You might also need to configure source identification by DII 446456 Gi 213456445 7 213456446 lt Add 213456447 213456448 Remove gt 1 In the 3CX Management Console select SIP Trunks click on the VoIP provider you want
110. o choose to send an email notification when voicemail is received This can be configured to contain the voicemail message and also delete the message from the server freeing up space The Manage greetings section allows you to configure your voicemail greetings The following options are available e Add new Allows you to add a new greeting from a pre recorded wav file e Record from phone Lets you record a new greeting file from your phone and add it to the greetings list on the left Delete Deletes the selected greeting file from the greeting list on the left Refresh WAV files Refreshes the list of greeting files in the user s folder Play on phone Allows playback of the selected greeting file on a configured IP phone Play Allows you to download the selected greeting file to your computer and listen to it You can also choose whether to play the same greeting file for all your statuses or configure different greeting messages for each status Forwarding Rules Each extension can have a set of call forwarding rules that define what 3CX Phone System should do when the extension user is unable to take an incoming call This can be configured based on e The user s status e The time e The caller ID e Whether the call is an internal or external call Each status requires a call forwarding rule For example if the user is unable to take a call whilst their status is Available you can forward the call to
111. o that you can monitor the events using your network monitoring package The following server events are posted to the log Server Event Log Time Event Type EventID Source Description 12 11 2014 10 39 04 AM Information 4101 3CXPhoneSystem Extension 100 is unregistered removed contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 38 15 AM Information 4101 3CXPhoneSystem Extension 100 is registered contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 38 02 AM Information 4101 3CXPhoneSystem Extension 100 is unregistered removed contact sip 100 192 168 99 43 5077 o0b 12 11 2014 10 37 31 AM Information 4101 3CXPhoneSystem Extension 100 is registered contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 32 04 AM Information 4101 3CXPhoneSystem Extension 100 is unregistered removed contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 26 21 AM Information 4101 3CXPhoneSystem Extension 100 is registered contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 26 01 AM Information 4101 3CXPhoneSystem Extension 100 is unregistered removed contact sip 100 192 168 99 43 5077 ob 12 11 2014 10 21 35 AM Information 4101 3CXPhoneSystem Extension 100 is registered contact sip 100 192 168 99 43 5077 ob 12 11 2014 4 00 00 AM Information 0 3CXCompany Directo Sync Job execution finished on 12 11 2014 4 00 00 AM taking 0 8810446 seconds e A person dialling the Emergency number ID 4099 e Changes to the status of a SIP Trunk ID 4100 e A trunk failover occurs i
112. o to the Backup Location tab This tab shows the configured location and a list of performed backups 3 Now select the location type and configure accordingly o Local disk Click the browse button to choose the location o FTP Enter the path to the FTP server and a username and password for the account that has rights to access the FTP folder 4 Click Save to save the location Any backups that will be created will be stored to this location and shown in the backup repository window You can then download or delete backups from there Step 2 Creating a Backup Backup Location Backup Restore Backup Schedule Backup Schedule is not configured gt Schedule Backup Schedule when a backup will be performed Backup name 3CXScheduledBackup zip Backup Options Select what you want to include in your backup Full System Configuration including License Voicemails Recordings Call history records Phone firmware files Voice Prompts and audio files for music on hold Schedule Specify number of backups to keep Daily at Weekly at 12 00 AM Sunday Configure backup rotation 4 To create a backup 1 2 3 4 Go to the Backup and Restore node and select the Backup tab Press the Backup button and specify a name for the backup Select the items you would like to backup Click the Save button to start the backup immediately Once the backup completes click Close Th
113. ogs calls that are being received and for which number they were received on Call the DID number that you configured and monitor the Server Status log You will see a line similar to Incoming call from 1000 to lt sip 789456123 3CxXPhone System gt where 1000 is the internal number of the line configured to receive calls from the VoIP Gateway or VoIP Provider and lt sip 789456123 3CxXPhone System gt is the content of the To header of the INVITE i e the intended recipient Note logging level should be set to Medium or Verbose to see additional messages 3 Now analyse the To header carefully and ensure that the DID number you have dialled is present in the To header lt sip 789456123 3CxXPhone System gt 4 lf you see a text Review invite amp adjust source identification you need to configure Source identification See the chapter Configuring a VoIP Provider SIP Trunk for more information Exporting amp Importing DIDs Exporting DIDs If you need to export your Inbound Rules to a CSV file format to either save them as backup or to make changes to them follow these steps 1 Log into the 3CX Management Console 2 Click on the Inbound Rules node and select the DID s that you want to export 3 Click on the Export button to begin exporting your DID rules 4 Select a location and a file name for your exported DID rule file and click Save Your rules will be exported and
114. on 6 TCP IPv aM Client for Microsoft Networks Intemet Protocol Version 4 TCP IPv4 Intemet Protocol Version 6 TCP IPv Additionally Do not install VPN software on your 3CX Server Ensure that all power saving options for your System and Network adapters are disabled Set the system to High Performance Do not install TeamViewer VPN Option on the host machine Disable Bluetooth adapters if it is a client PC 3CX Phone System must not be installed on a host which is a DNS or DHCP server has MS SharePoint or Exchange services installed Installing 3CX Phone System a oT Download the latest version of 3CX Phone System Double click on the setup file Read the system requirements Click Next Read our configuration recommendations Click Next You will be asked to review and accept the license agreement Select the installation folder path 3CX Phone System will need a minimum of 10GB free hard disk space You will need to reserve additional space to store voicemail files recordings amp voice prompts Choose the location to install and then click Next gt 3CX Phone System Setup 3CX Installation Mode Choose between Standard or Cloud Installation 3CX Select 3CX Phone System Installation mode 3CX can be installed as a single instance to be used for 1 client install or in a doud hosted environment will prepare the server to handle multiple separate instances of
115. one or more BLF Busy Lamp Fields of your phone to particular extensions in order for the user of this phone to see the status of those extensions on 7 his phone Type Action Type Action 1 BLF wv 265 Delphine Walker v 6 Change Status v Available v 2 BLF wv 176 Bobby Robinson v 7 Change Status v Away v 3 BLF v 286 Saquienthia Ellis v 8 Change Status v Out of Office Vv 4 Agent Login Logout v Login to Queue Y 4g y 5 Agent Login Logout wv Log out of Queue v 10 v Add more BLF s More BLF s OK Cancel Apply gt 7 1 From the Extensions node in the 3CX Management Console select the extension you want to provision click Edit Extension gt then switch to the Phone Provisioning tab Enter the MAC address of the phone which can be found at the bottom of the phone in the MAC address field Select the appropriate phone model from the drop down menu of the Model list Phone Web Page Password This is auto generated by 3CX Phone System and is applied to your phone upon provisioning If you want to log into your IP phone s Web Interface then use the value in the Password field on the Web Interface login screen Username is not 10 changed in the Phone s Web Interface it remains as its default value admin even after provisioning You may leave the Web Page Password as is or specify your own Confirm the IP address which the phone should connect to in case your phone system server has multiple network int
116. onnect to any data source which can be accessed via an ODBC driver In this way any database driven ERP or CRM can import contact data from the shared database when an incoming call is received See our detailed step by step configuration guide on How to Setup Company Directory Synchronization ODBC Search See Also e See how to Create an Impersonated Account Microsoft Exchange User Account e Find a full guide on How to Use Exchange Calendar Status Synchronization e See our user manual on Using the 3CX Phonebook Call Reporting On this topic Call Reporting Introduction Creating Reports Manage your Scheduled Reports Custom Report Settings See Also Introduction The Call Reporting feature can be configured to send an email containing specific report statistics about calls to and from 3CX Phone System Reports can be sent out ad hoc or be scheduled to be sent out daily weekly on specific days or on the first day of the week You can also receive these reports in various formats PDF CSV HTML Rich text format and XML The following report types are available Call Log View statistics about calls to and from 3CX Phone System Extension Statistics See reports about calls to and from specific extensions Call Cost by Extension Group Run reports on groups to see call costs Call Cost by Call Type Specify extensions and see their call costs Ring Group Statistics See information about calls to ring groups Basic Queue
117. ontroller Introduction How it Works Configuring the Tunnel Step 1 Configure the PBX Step 2 Configure the Firewall Step 3 Configuring Remote Sites via 3CX SBC 3CXPhone Bridges See Also Introduction 3CX includes the 3CX Tunnel allowing easier bridging of remote 3CX Phone Systems and connecting remote extensions The 3CX Tunnel combines all SIP signaling and RTP media VoIP Packets from one location and delivers them to and from another location typically the PBX Server using a custom TCP protocol This simple concept allows 3CX to overcome firewall or telecom provider issues The 3CX Tunnel can be used for the following reasons Resolve issues of NAT Traversal at both the remote and the PBX location Simplified Firewall configuration at both the remote and the PBX location Overcome difficulties with ISPs that block VoIP Traffic based on port numbers Allows VolIP over WiFi in some restricted locations such as Hotel rooms Fixes Firewalls that cannot handle VoIP traffic correctly or which are very problematic to configure correctly such as Microsoft ISA Server Note Presence information does not get carried through the Tunnel to the remote network as of yet Make sure that the HTTP HTTPS ports you have chosen during the installation are open on the PBX server side How it Works 192 168 0 2 10 0 0 181 192 168 0 1 83 218 59 217 J ss 3CX VoIP Phone Modem Modem PBX Server The 3CX Tunnel The image above demo
118. or HTTPS port does not change This method is recommended for a smaller number of phones for remote networks and if your DHCP server does not support option 66 Provisioning Parameters Before provisioning IP phones confirm that the default parameters are correct lC Phone Provision ing IP Phone Firmware Phone Provisioning URL The below is the URL which will be used for IP Phone Provisioning To configure this an FQDN is required You can configure an FQDN for the system from Network gt FQDN Tab External Public Provisioning URL is https pbx interorbit com provisioning cbt9u8ztma Internal Local Provisioning URL is http pbx interorbit com provisioning cbt9u8ztma Time Settings Configure the time zone Time Server pool ntp org Time Zone for Snom Phones 2 Cyprus Nicosia Time Zone for Yealink Phones GMT 2 Ukraine Kyiv Odessa vy Time Zone for Fanvil Phones GMT 2 Romania Bucharest sd Time Zone for HTEK Phones GMT 2 00 Estonia Tallinn v W Time Zone for Cisco SPA Phones GMT 2 00 Israel Cairo Athens Helsinki Ista v Time Zone for Cisco 7940 7960 Phones GMT 2 00 Israel Cairo Athens Helsinki Ista w Time Zone for Cisco 7941 7961 Phones GMT 2 00 Israel Cairo Athens Helsinki Ista v Time Zone for Polycom Phones GMT 2 00 Israel Cairo Athens Helsinki Ista v Provisioning URL Make sure that the provisioning URL resolves to the 3CX Phone System machine To provision remote extensions an FQDN that re
119. ound If there is only one matching user the IVR plays Please hold while transfer your call and redirects the call to the chosen extension If there are more than one matching user the IVR will wait for additional digits to be entered by the caller for 2 seconds e f IVR waits for additional digits more than one matching user and caller presses any digit the IVR will add this digit to the current input and check currently matching users If there are no matching users the IVR will play extension not found e f the user does not input any more digits 2 seconds elapsed or has been pressed and more than one user is matched then the IVR will play To call to Van Damme press 0 To call to Van Halen press 1 To exit press pound In this example Van Damme and Van Halen are the self identification prompts of the matching users Exchange Server IVR Integration Note Requires 3CX Pro Edition License Exchange Server 2013 SP1 includes a voicemail and an IVR feature that can be interesting to use for companies that deploy Microsoft Exchange Server The Exchange IVR feature allows you to leverage speech recognition in your company s IVR The voicemail feature allows you to convert voicemails to text and forward them via email More information on Configuring MS Exchange Server 2013 Unified Messaging with 3CX Phone System is available on this page See Also e See our 3CX Online Training Digital Rece
120. oups appear on the Group Membership list on your left Any group that the extension already belongs to is checked and the role of the current extension in the group appears in the Role column The user s rights for the selected group are displayed on the right side of the tab You can modify the extension s rights for that group by ticking off the options in the Rights currently assigned section of the tab or even change the extension s role by clicking on the User Rights and selecting User or Manager from the drop down menu To add an extension to a group simply tick the checkbox next to the group name that you want the extension to be a part of and select the user rights on the User Rights section of the tab Click OK to apply your changes Extension Groups Extension groups are used to determine what information is shown to whom In addition they help group the extension for both users and administrators Note that an extension has to be part of at least one group Users can be assigned rights to see details of other members in their group managers can be assigned elevated rights over users in their group Rights are assigned based on Group membership That means that a manager will be able to see call details of any member of their group independent of the call destination or origin Default Group The Default group contains all extensions whereby users of the group have no rights but m
121. our license key To be entitled to your first year of free upgrade insurance your details must be correct These details are reviewed by 3CX and if they are not correct the upgrade insurance will not be activated If you license your 3CX Phone System and then reinstall on a new machine change hardware or the local network topology changes for example the local MAC address changes you will need to re activate your licenses Note Packets between the 3CX Phone System server and erp 3cx com should not be filtered or inspected If you run DPI Deep Packet Inspection license key activations will be rejected System Prompts Language 3CX Phone System ships with a US English prompt set by default Prompts are recorded voice files that are played by the system to callers and users of the system For example when a user picks up their voice mail the system prompts will instruct the user what buttons to press in order to hear or delete voice messages To change the system prompts to a different language 1 Go to Updates gt System prompt sets node select the prompt set you wish to use and click on Download Selected The prompt set will be downloaded to your machine Note Download only the prompt set that you need 2 Go to Settings gt System prompts gt Manage Prompt sets at the top of the screen 3 Select the prompt set that you have downloaded and click on Set As Current Prompt Set The system w
122. oviders require the PBX to register with the provider using an authentication ID and password Most of the VoIP providers pre defined in 3CX Phone System are registration based e IP Based SIP Trunk IP Based VoIP Providers also known as SIP Trunks do not generally require the PBX to register with the provider The IP address of the PBX needs to be configured with the provider so that it knows where calls to your number should be routed Requirements for using a VoIP Provider SIP Trunk If you plan to use a VoIP provider you need to have a firewall router NAT device that supports STATIC PORT MAPPINGS Often routers will perform port address translation which will cause problems such as one way audio failing inbound calls and so on It is also highly recommended that you have an FQDN that resolves to a static external IP If your external IP changes intermittently inbound calls will fail See the Firewall amp Router Configuration for details to configure your firewall router NAT device Configuring a VoIP Provider SIP Trunk Step 1 Create an Account with a VoIP Provider First you need to have an account with a 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 as 3CX includes pre configured templates for these VoIP providers Go to http Awww 3cx com partners voip providers to see a list of supported providers Step 2 Add the VoI
123. p More information about Connecting A SmartNode to the Network Welltech WellGate Gateways If you want to use a Welltech gateway you will need to Plug an analog phone into the device and dial 126 on FXS devices Prepare the Welltech Gateway by updating the required firmware provided by 3CX Update 3CX Phone System to download the latest template updates for your Wellgate Configure the Gateway in 3CX as described in the next step o NS Step 2 Configure the VoIP Gateway in 3CX Phone System The second step is to create the VoIP gateway in the 3CX Management Console and configure it Seq Add Gateway Wizard Add PSTN Gateway Name Welltech i Brand Welltech v i Model WellGate 2540 Ww Description 4 port Analog FXO URL gt http www welltech com More vendor supported gateways can be found here _ http www 3cx com voip gateways index html 1 Inthe 3CX Management Console click the PSTN Gateways node gt Add 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 Click Next 3 Depending on the gateway you selected you might be asked additional options such as what country the device will be connected in Some options are line specific and you may need to check with your line provider Seq Specify VoIP Gateway Details VOIP Gateway Gateway Hostname or IP 192 168 1 13 G Gateway Port default is 5060
124. 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 5 Select for which Gateway or Provider ports you wish to add this DID to If the DID number is associated with multiple ports then you must select each port An inbound rule will be created for each port that you select 6 Specify where you wish to direct calls made to this DID e End Call Connection to extension Connect to Queue Ring Group Connect to Digital receptionist Voicemail for extension Forward to outside number Send fax to email of extension 7 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 8 Click OK to create the DID Inbound rule Configuring Different Office Hours per DID Businesses working globally across different time zones will want to configure different office hours and holidays per DID To do this 1 From the 3CX Management Console menu click Add gt DID Inbound route 2 Give the rule a descriptive name This will be used to identify which DID has been used when troubleshooting as it
125. powerful benefit of 3CX Phone System is its ability to support remote extensions i e employees using their extension from home or on the go This gives tremendous flexibility to employees and delivers true mobility because employees working from home or away can still be seamlessly integrated with the head office phone system They can be members of call queues and use 3CXPhone to see the presence of other users There are two ways to configure a remote extension Directly using standard UDP Requires correct Firewall amp Router Configuration and might be problematic with some low end firewalls Using the 3CX Tunnel protocol Requires deployment of the 3CX SBC Session Border Controller Read our guide about the 3CX Tunnel 3CX Session Border Controller Deploying the 3CX SBC is preferable See our guide on Provisioning a Remote Extension for a more detailed explanation of the subject See Also Have more than one phone No problem see Configuring Multiple IP Phones for a Single Extension In addition to IP phones 3CX supports various for endpoints See Supported IP Phones Page for the full range Remote phones Read our guide on Provisioning a Remote Extension For Information on Port forwarding see our guide for your Firewall amp Router Configuration How to configure Yealink Hot Desking with 3CX Phone System and use the same IP phone for multiple users How to configure snom Hot Desking with 3CX Phone System Extension Manageme
126. ptionists video and see first hand how to setup and configure your Auto Attendant Configuring Ring Groups Paging Intercom On this topic Configuring Ring Groups Paging Intercom Introduction Ring Groups Paging Intercom See Also Introduction The Ring Groups Paging and Intercom features add powerful capabilities to your PBX Ring groups will help you to never miss that important customer call whilst the Paging feature allows you to make announcements to groups of people rather like a PA system fA Ring groups allow more than one phone to ring at the same time or in a sequence General Enter the Ring Group details The phones will ring until one of them is answered or until the timeout is reached Virtual Extension Number can not be in use as extension Name Ring Strategy Ring Time Seconds Use Multicast for Paging Ring Group Members Select which extensions are a member of this Ring Group Extensions 100 Operator 101 Charles Ele 103 Demetris Solonos 107 James Bond Destination if no answer Add gt lt Remove Select a destination for this call if the call goes unanswered _ End Call Connect to Extension Connect to Queue Ring Group _ Connect to Digital Receptionist Voicemail box for Extension C Forward to Outside Number Ring Groups 802 Sales Prioritized Hunt 20 Members 102 Support 105 Alison Doe 104 John Mills 102 Support 801 Sales 100 Operator ay
127. queues should receive priority over calls in the other queue For example a support team might have one line and one queue for normal support calls and another line a different queue for VIP customers Both queues are serviced by the same people The queue for VIP customers will have the Priority Queue feature enabled Give Caller ability to opt out of recording This gives the option to the caller to press DTMF 3 to stop being recorded during a call Queue Notifications Various notifications can be enabled so that the Queue Manager is notified when certain conditions are encountered such as the SLA time has been breached or a call in the Queue has been lost See Also e See your 3CX Online Training Call Queues and find out from the experts how to set them up e Read our guide on Managing Queue Calls using the presence screen built into the 3CXPhone for Windows Configuring Fax Server On this topic Configuring Fax Server Introduction Fax Receiving Configuration Configuring Fax Machines Fax Servers Step 1 Creating a Fax Extension Step 2 Connecting a Fax Machine using an ATA See Also Introduction 3CX Phone System includes a fax server that allows you to receive faxes 3CX Fax Server is based on the T 38 standard protocol and requires a compatible supported T 38 VoIP gateway or provider VoIP providers and gateways must be configured according to our configuration guides so that fax reception is enabled It is
128. r added Strip Digits Prepend 1 Welltech vj 0 v i Route 2 pz 1 i Route 3 v 1 v i To create an outbound rule 1 From the 3CX Management Console menu under select Outbound Rules gt Add Outbound Rule and enter a name for the new rule 2 Specify the criteria that should be matched for this outbound rule to be triggered with In the Apply this rule to these calls section specify any of the following options e Calls to numbers starting with prefix Apply this rule to all calls starting with the number you specify For example enter 9 to specify that all calls starting with a 9 are outbound calls and should trigger this rule Callers should dial 9123456 to reach number 123456 e Calls from extension s Select this option to define a particular extension or extensions range for which this rule applies Specify one or more extensions separated by commas or specify a range using a for example 100 120 e Calls to Numbers with a length of Select this option to apply the rule to numbers with a particular digit length for example 8 digits This way you can capture calls to local area numbers or national numbers without requiring a prefix e Calls from extension group Rather than specifying individual extensions you can select an extension group 3 Now specify how outbound calls matching the criteria should be handled In the Make outbound calls on section select up to three routes for t
129. rd all calls Records all calls for this extension Call screening on Use ONLY for the Rebound feature Will prompt the user for a name and play the name to the called party so that the person may decide to take the call or not Send email notification for missed calls Triggers an email for each missed call Do not show extension in 3CX company phonebook Removes extension from the phonebook Restrictions e Disable Extension Disables extension e Disable External Calls Disallows any external calls from the extension e Pin Protect You can configure an extension to allow outbound calls only after they enter a PIN To unlock the extension the user dials 777 followed by the PIN and a The PBX will inform the user that access has been granted The user can then proceed to dial the desired external number e Disallow use of extension outside the LAN Blocks any registrations from outside of the network This setting applies to IP phones e Block remote tunnel connections Blocks the extension from being registered outside of the network even if it uses the tunnel feature which is seen as a local registration Access This section allows you to control access to the 3CX Management Console 3CX Web Reports and 3CX Hotel Module to an extension Office Hours Scheduling The Office Hours Scheduling feature allows a user s status to be changed based on global office hours or specific office hours 2 Edit Extension
130. re that you have a Public IP Address and configure your FQDN correctly during the setup of your 3CX Phone System 3CX WebRTC gateway requires ports 9256 9499 UDP to be opened on your firewall router and forwarded to your PBX You can open and forward all the ports required by the media server in one go by opening the range UDP 9000 9499 SIP amp WebRTC 5060 UDP Optional TCP AUDIO RTP 9000 9500 UDP Media FAX T 38 9000 9500 UDP Te 95 VolP Provider amp WebRTC VIDEO 9000 9500 UDP Firewall 3CX Phone System Note that the above port ranges are the default ports in 3CX Phone System You can adjust these ports from the 3CX Management Console in the Settings gt Network node From here you can configure the ports to be used for internal calls and the ports to be used for external calls being made via a VoIP Provider or calls to and from a remote extension Firewall checker After configuring your firewall run the 3CX firewall checker to ensure that configuration is correct See Also Example configurations for popular firewalls e Configuring a Sonicwall Firewall for 3CX Phone System Configuring a Draytek 2820 Router for 3CX with QoS configuration Configuring a Zyxel P 662H D1 Router with 3CX Phone System Configuring AVM FritzBox as a Firewall with 3CX Phone System Configuring a CISCO router to allow connection to a VOIP provider Configuring Linksys router for 3CX Phone System Configuring FortiGat
131. rk you can also connect IP phones via the tunnel More information on SBC can be found in the next chapter Remote Extensions via 3CX Tunnel To connect remote extensions via the 3CX Tunnel you must open the following ports e Port 5090 UDP and TCP e Port 80 HTTP 443 HTTPS for 3CXPhone Presence and Phone Provisioning Note HTTP and HTTPS ports can be configured during installation If you have chosen to use custom ports other than 80 443 make sure to forward those 2 3CX Tunnel 5090 UDP TCP MyPhone over HTTP 80 TCP MyPhone over HTTPs 443 TCP 3CXPhone Tunnel Or Firewall 3CX Phone System 3CX Bridge TCP Slave or Master Remote Extensions via direct SIP If you wish to connect remote extensions via direct SIP you must open the following ports Port 5060 Port 5061 if using secure SIP Port 9000 9255 for RTP Port 80 HTTP 443 HTTPS for 3CXPhone Presence and HTTP provisioning Note HTTP and HTTPS ports can be configured during installation If you have chosen to use ports other than 80 443 make sure to forward those SIP 5060 UDP Optional TCP Bim Optional Secure SIP 5061 TCP kag AUDIO RTP amp sRTP 9000 9255 UDP ays Media IP Phone isee VIDEO 9000 9255 UDP Provisioning via HTTP s 80 443 TCP en Firewall 3CX Phone System Configure WebRTC Ports To be able to configure WebRTC call links you need to make su
132. s e Log out from queues when not available Away Out of Office This option will automatically log the user out from queues when he switches to Out of Office or Away status e Block Outbound calls outside of Office Hours Blocks any outbound calls from this extension outside of office hours Extension Rights 2 Edit Extension settings and click OK or Apply to save changes General Voice Mail Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Extension Rights Configure the group membership role of user in each group and assigned rights of users in that group Group Membership Role of user in this group Extension Role Role of user in this group Manager v v 3CX Development Manager R cur ly assigne J BCX ERZ Manager tights currently assigned 2CX ER4 SCX ER Can see group members v D 3CX Sales 3CX ER3 Can see group calls v iD v DEFAULT User Show presence to group members v W CEO 7 Show calls to group members v D Root 1 TESTINGDEPT Perform operations divert transfer take on any active call to group members v D Can Barge In Barge Listen or Whisper Requires 3CX PRO Edition v i Can Intercom v D Allow parking v D Allow IVR control v D Allows to manage Company Phonebook v D Reset to Default The Rights tab allows you to quickly check an extension s Group membership rights for this extension and configure them according to your preferences All the available gr
133. s for each field that you wish to import and save as a csv file The document How to Manage Extensions in Bulk using a csv file has a detailed explanation on how to achieve this Then 1 Log in to the 3CX Management Console and click on the Extensions node 2 Click on the Import extension button 3 Select your csv file and click Open to import your extensions Extension Configuration e Edit Extension settings and click OK or Apply to save changes Voice Mail Forwarding Rules Phone Provisioning 3CXPhone Other Options Office Hours Scheduling Rights User Information Configure user information below Extension Number 106 First Name Emily i l Last Name White i Email address ew 3cx com W Mobile Number 0035722444032 Authentication The authentication ID and Password are used by the phone to authenticate with 3CX Phone System If the phone has a user id field enter the extension number D 106 D Password sessese i To configure an extension click on the Extensions node in the 3CX Management Console Click on Add Extension to create a new one or select an existing extension and click Edit Extension General In the User Information section you can enter the first name last name and the email address of the user A welcome email with information on the extension created as well as voicemail and missed call notifications configurable will be sent to the specified ema
134. s option will only be enabled if you disable Apply the same routing logic Outside of office hours Click Set up Specific Office Hours to open up the dialog box gt Set up Specific Office Hours Set up Specific Office Hours From To Office Hours Monday 08 00 S 17 00 a Add gt 08 00 17 00 lt Remove Tuesday 08 00 17 00 Add gt 08 00 17 00 lt Remove Wednesday 08 00 17 00 Add gt 08 00 17 00 lt Remove Thursday 08 00 a 17 00 Add gt 08 00 17 00 lt Remove Friday 08 00 17 00 Add gt 08 00 17 00 lt Remove Saturday 08 00 a 17 00 Add gt lt Remove Sunday 08 00 gt 17 00 gt Add gt lt Remove OK Cancel Set your office hours and click OK Check Play Holiday Prompt on Public Holiday to play the holiday prompt whenever there is a holiday Click OK to accept the configuration of both the routing of the call as well as the opening 11 hours of the DID Go to the Settings node gt General Office Hours Specify your office hours Calls can then be treated differently based on whether they are received during or out of office hours Specify holidays that are to be treated as outside office hours Configure Office Hours Configure Holidays 12 13 14 15 16 17 18 19 In the Office Hours section click on Configure Holidays This will open up a special dialog box where you can define holidays and record
135. s port will differ for each instance Remote PBX Presence Information Publish and receive 3CXPhone presence information to from remote offices v Publish Information Gi v Receive Information Requires 3CX PRO Edition i 7 Select if you want to publish and or receive presence information to from the New York 3CX Phone System e Publish Information is available in Standard and Pro e Receive information is available only with a Pro Edition license Connection details Enter connection details IP or FQDN of remote 3CX URI to MyPhone server of remote 3CX PhoneSystem https office2 3cx com MyPhone MPWebServic asmx Users that can see this connection in 3CXPhone Pr 113 Kun Seger 114 Monique Ferrara 115 Samantha Hunt 116 George Georgeou 117 Elizabeth Papas 118 Stacey Mitchel 119 Ken Jones 2868686656 8 Configure the protocol http or https to be used to transfer presence data between 3CX Phone Systems and enter the FQDN of the remote 3CX If a tunneled connection is configured this will be automatically populated If the webserver of the New York 3CX Phone System is running on non default HTTP HTTPS ports example 5000 or 5001 then you need to specify the port after the FQDN example e lf the HTTP Port of the second pbx is 5000 specify office2 3cx com 5000 e Ifthe HTTPS Port of the second pbx is 5001 specify office2 3cx com 5001 9 Select the users that are able to see this remote connection from within the
136. s1 1 Log in to your 3CX Management Console select the Settings node select Advanced and click the Company Directory Sync tab 2 Fill in the following fields o FULL FQDN to OWA of the Microsoft Exchange Server Office 365 users will need to use https outlook office365 com owa o Insert your impersonated account details in the Impersonated User Account and User Account Password fields 3 Select the email address and the public folders that you want synchronized and click Apply 4 To check if your Exchange contacts have been synchronized with the 3CX Phone System Company Phonebook go to Settings and then select Company Phonebook 5 You should see a list of contacts in the 3CX Company Phonebook imported from the email address that you selected to synchronize Enabling Exchange Calendar Profile Switching After having successfully configured MS Exchange Sync you can take advantage of the ability to automatically change your extension status based on your status in the Outlook calendar requires Exchange version 2010 or higher If you have scheduled appointments where your Show As status is set to Working Elsewhere or Out Of Office then your status in 3CX Phone System will automatically change to the Away or Out Of Office status respectively To enable this feature select Settings gt Advanced gt Company Directory Sync gt MS Exchange
137. shoot why the test failed e After successfully completing the test return to the VoIP Provider Wizard Note 3CX does not provide specific firewall configuration support ig Add VOIP Provider Wizard Add VOIP Provider Wizard Name of Provider Example VoiP i Country Generic v 1i Provider Generic SIP Trunk URL gt 3CX Supported VoIP Providers can be found here More 3rd party tested providers can be found here 3 Enter a friendly name for this VoIP provider account Select the Country that the VoIP provider operates in 5 Select your VoIP provider from the Provider drop down list If the provider is not listed select Generic VoIP Provider or Generic SIP Trunk If using a generic provider we will not be able to guarantee that 3CX will work with this VoIP provider Click Next 6 The SIP server hostname or IP may be pre filled Compare these with the details that you have received from your VoIP provider and check that these are indeed correct Depending on the VoIP provider that you are using some fields will be disabled This means you do not need to change them Click Next to continue 7 Now enter the VoIP provider account details In the External number field enter the VoIP line number that has been assigned to you Then enter the Authentication ID username and password of your VoIP provider account Specify the number of simultaneous calls your provider allows Click Next to conti
138. slows connecting of the clients as it can not rely on DNS but instead has to check both URLS If you do not have the ability to create a local FQDN for the LAN then you can enter the IP Address in the local FQDN field c No FQDN If you do not want to connect to the PBX from outside the LAN you can specify a local IP IP phones or clients can not be used outside the LAN Abyss must be used as the web server 11 Fill in the details of your SMTP server that will be used to send out email notifications Click Next 12 Now specify the Management Console username and password Make sure to use a strong password to prevent unauthorised access to your PBX Usernames and passwords are both case sensitive Click Next 13 3CX Phone System requires a web server Microsoft IIS or a bundled web server Abyss e Ifinstalling on a Server OS then IIS is the best solution e f you checked the option I do not have an FQDN Abyss will be automatically selected e Abyss will be automatically selected if 3CX is installed on a client desktop OS Windows 7 8 8 1 10 e f ports 80 or 443 are already in use by another service on the same host then you must select Abyss because you can configure different ports for HTTP and HTTPS The IIS option in 3CX does not allow you to edit web ports and are hardcoded to 80 and 443 14 If Abyss is selected you will have the ability to change the http and https ports that the web server will
139. solves externally AND internally should be specified To do this go to Settings gt Network gt FQDN tab For more information how to create an FQDN read this article Creating FQDN with split DNS Time Zone 3CX will automatically provision the timezone to the phones Each phone can be configured to a different time zone from the Extension node gt Edit Extensions gt Phone Provisioning gt Time Zone drop down menu The Time Zone in the Extension tab will take precedence over the Global Time Settings in the Settings gt Phone Provisioning section Daylight Saving Time Fanvil Htek snom and Yealink phones will apply the DST changes based on the time zone country selected For Cisco and Polycom IP phones the DST date and the offset needs to be configured manually depending on the country This configuration needs to be reviewed each year so that any changes can be kept up to date Company Phonebook Your company phonebook can be sorted alphabetically by last name or first name It is pushed to the IP phones when a phone starts up Some phones may require a reboot to reload the phonebook again Individual Settings Beside the global provisioning settings the phone will also retrieve individual configuration information such as Extension Number Name and Password BLF Keys Busy Lamp Field used to display the call state of another extension IP phone Web Interface password Lan
140. st 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 802 D Name Digital Receptionist i Redirect To MS Exchange i Prompt Response Ordering xml Add O m D Menu options key Action Extension Number 0 Connect to Queue v 801 Sales v W 1 Connect to Ring Group v 800 Support v 2 Call by Name v 3 Repeat Prompt v 4 v v 5 v N 6 v v 7 v v 8 v v 9 v v Timeout 60 End Call v vy W Non existent extension Repeat Prompt v v Ww You can create multiple digital receptionists and link them to a particular line To create a digital receptionist 1 5 In the 3CX Management Console menu select Digital Receptionist gt Add Digital Receptionist Specify a name and virtual extension number for the digital receptionist Now click on the Record button and enter your extension number e You will be called so that you can record the prompt The file will be copied into the Yallusersprofile 3CX Data lvr Prompts or C ProgramData 3CX Data lvr Prompts directory depending on your OS e Alternatively click on the browse button and specify a file that you previously recorded You must save the file in WAV format in PCM 8 kHz 16 bit Mono format In Windows Sound Recorder you must use the Save As option to save this format Do not use MP3 format Specify the menu options Sele
141. stem and the port Bridge Selected Slave This Slave Bridge will register with the remote system In Direct UDP mode Remote end of Bridge Tunnel Public IP of Remote 3CX Use tunneled connection Authentication Password Time between registration attempts in seconds all traffic will be sent via UDP and will use multiple ports office1 3cx com Port 5090 D vI 60 o If you selected Use tunneled connection in the port field you have to enter the Master s Tunnel port e g 5090 Bridge Selected Slave This Slave Bridge will register with the remote system In Direct UDP mode all traffic will be sent via UDP and will use multiple ports Remote end of Bridge Tunnel Public IP of Remote 3CX Use tunneled connection Authentic ation Password Time between registration attempts in seconds office1 3cx com D Port 5060 D o eecccccccecces j 60 D o If Use tunneled connection is not selected then this slave connection is a direct bridge so in the port you have to enter the Master s SIP port e g 5060 6 Authentication Password The password configured on the Master 3CX Phone System Bridge 7 Select if you want to publish and receive presence information from the other 3CX Phone System 8 Configure the protocol url and users for 3CX Presence 9 Accept all other defaults and click Next to create the bridge 10 If you have specified a prefix the Outbound Ru
142. stem will connect to Microsoft Exchange Server via an impersonated user account and import all the contacts from Exchange Once per day at 4am the connector will login to the Exchange Server and check if there are any new updates to existing contacts new contacts or to check where contacts need to be deleted IMPORTANT 3CX Phone System will sync the contacts from Exchange to 3CX If you want to make changes then you need to make them at Exchange level first 3CX Phone System will not allow you to edit an imported contact Configuring the Exchange Connector MS Exchange Sync In order to configure 3CX Phone System to work and synchronize with Microsoft Exchange you will first need to Create an Impersonated Microsoft Exchange User Account After configure 3CX MS Exchange Sync section by following these steps x Configure advanced settings such as conferencing and more Advanced Dialcodes MS Exchange KAEDA a eo Conferencing Call Parking Custom Parameters CallCosts Call Types Beco oaa LDAP Directory Search ODBC Search Synchronize contacts from Microsoft Exchange Requires 3CX PRO License OWA Link of MS Exchange Server https mail interorbit com owa impersonated User Account Impuser D Click here for more info User Account Password j esesesesssse eee Email Addresses to Synchronize Vv Op interorbit com 100 Enable Calendar Profile Switching vi D Click here for more info Configure Public Folders to Synchronize interobit contact
143. te to the WebMeeting node 2 Select whether you will use 3CX WebMeeting for up to 10 participants included with every 3CX Phone System license or whether you will buy a 3CX WebMeeting license to get more participants In this case enter your license key 3 Enter your company details 4 Click Upgrade Step 2 Create your 3CX WebMeeting Account A 3CX WebMeeting portal hosted on the 3CX WebMeeting Servers is required so you can start creating meetings FE Webmeeting Activate License Pesonna rue aag Users and Access Account Management Region Europe ad Webmeeting location Central Europe w Account URL interorbit 3cx eu Account Admin Username 107 James Bond James mi6 co uk v Account Admin Password seeesesse To create an account 1 Switch to the Account Management tab After activating the license 2 Select the Region that applies to you 3 Choose a web meeting location that is the closest to you 4 Enter your URL normally the company name This URL will be shown in the meeting invites i e the link that users will click on 5 Select the extension user that is the administrator Choose this correctly because this cannot be changed later 6 Enter a password for the admin Choose this correctly because this cannot be changed 7 Click the Create Account button An account will be created and dedicated to your organization Step 3 Add users to your 3CX WebMeeting Ac
144. the office Its easy to create an FQDN You can do this in many ways The prefered way is Split DNS where local and external FQDN s are identical However if you cannot achieve Split DNS then you can opt to setup and configure an External FQDN and an Internal FQDN Select from the below options your best preferred topology Single FQDN No NAT Might require Split DNS More info here External FQDN and Local FQDN I do not have an FQDN The local IP will be used Note This option enforces Abyss HTTP only and is for demo purposes 10 Specify the FQDN of the machine on which you will be installing 3CX Phone System a Single FQDN for example pbx interobit com The FQDN must resolve on your LAN to the machine on which 3CX Phone System is installed and from the internet it must resolve to your Public IP If the domain is not dedicated to the PBX and subdomains are used for other services such as www interobit com then you will need to use Split DNS on your router DNS Server Alternatively you can dedicate a cheap domain to your PBX More information on how to Create FQDN using Split DNS b External FQDN and Local FQDN for example pbx interobit com amp pbx interobit local If you do not want to dedicate a domain or use Split DNS you can select to use a separate external local FQDN The external FQDN will be used for devices connecting from outside the LAN Not recommended because this complicates provisioning and
145. timer of the hypervisor System performance depends on five key factors How many simultaneous calls will the system handle How many people will simultaneously connect to the presence server If call recording is used If VoIP Providers are used If call routing built is mainly around queues and IVRs Based on these factors the hardware can vary from Intel i3 CPUs with 4Gb of RAM up to a multi socket core system General guidelines can be found online in these articles e Recommended Hardware Specifications for 3CX Phone System e Large Enterprise Deployments Firewall amp Network Considerations 3CX Phone System allows two network topology deployment options e No NAT no NAT is performed from public to a private network The Network card s IP address would be a public IP e Behind NAT a firewall router is between the internet and the PBX which performs network address translation The Network card s IP address would be a private IP No NAT Firewall Configuration In case of No NAT it is sufficient to use the built In Windows Firewall to secure the machine You do not need to do anything as the 3CX Phone System installation will open all the required ports automatically NAT Mode Firewall Configuration If 3CX Phone System is installed behind a NAT device ports need to be forwarded See the following guides detailing the requirements e The Firewall amp Router Configuration Guide provides details on whic
146. ting key and the additional call queue features will become available Additional Queue Strategies With the Pro edition you have these additional Queue strategies e Longest Waiting Time Will forward a call to the agent who has been waiting the longest to take a call Least Talk Time Will forward the call to the agent with the least total talk time Fewest Answered Will forward the call to the agent that has answered the least number of calls e Hunt by threes prioritized Will forward the call to the top 3 agents as configured in the call queue agent section simultaneously e Hunt by threes random start Will send call to 3 random agents simultaneously Round Robin Will target only active agents that are logged into the queue in round robin manner i e first call will be sent to agent 1 the second call to agent 2 and so on Additional Queue Options 3CX Phone System Pro Edition Options Callback Option for this Queue Disabled x i Callback Outbound Prefix L Wrap Up Time seconds 2 i Maximum Callers in Queue D Reset Call Statistics for this Queue Reset iD v Reset Queue Statistics via schedule Configure i v Priority Queue i v Give caller ability to opt out of recording DTMF 3 i Configure SLA Time seconds i J Queue Email Notifications Select queue manager extension number Select 100 101 107 v v v v Notify Queue Manager via email when SLA time has been Breached D Notify Queue Mana
147. ttings you specified The phone will then restart apply the settings and connect to 3CX Phone System Some phones will ask for confirmation before restarting Provisioning Cisco Polycom amp Remote Phones DHCP amp Manual Cisco and Polycom phones do not support plug and play and must be provisioned as described below Remote phones can not be configured via Plug and Play as they will not receive the multicast message In this case you must also use the method below Step 1 Enter the IP Phone MAC Address Edit Extension settings and click OK or Apply to save changes General Voice Mail Forwarding Rules Phone Provisioning AOUE 3CXPhone Other Options Office Hours Scheduling Rights Hiek UCBEO New phone device Provisioning Provisioning ensures the phone settings are centrally retrieved this limits the amount of time spent and information needed to be configured on each phone MAC Address 002584D80FC4 D Model Htek UC860 Phone Web Page Password j j essee i se Phone Display Language English vy Time Zone Use global PBX settings v _ GMT 2 00 Estonia Tallinn Select Provisioning Method Local Lan In the Office v i Select Interface 10 172 0 221 Codec Priority Configure the priority of the codecs in this phone Preferred Codec PCMU y Second Preferred Codec PCMA vy W Third Preferred Codec G722 vi WO Fourth Preferred Codec G729A B vy W W X BLF Busy Lamp Fields You can map
148. ull intro prompt before the system starts to call queue agents You can also decide whether you wish to announce a caller s position in the queue and what the maximum wait time should be Adding an External Agent to a Queue gt External Queue Agent Details Enter a free virtual extension for this External Queue Agent For External Queue Agents to work you need to allocate a unique extension number Extension Number 007 First Name James Last Name Bond G Email address james mi6 co uk W External Agent Number 4777707770707 i OK Cancel 3CX Phone System also allows you to add external numbers as agents of a Queue This is particularly useful in the case that you want to use a mobile number a remote extension or even a VoIP number as an agent of a queue To add an external agent to a queue 1 Open your 3CX Management Console and click on the Call Queues node 2 Double click the queue that you want to add an external agent to and below the list of queue agents click the Add button next to Add External Agent Number 3 Fill in the external agent s details an extension will also be created for the external agent 4 Click OK when done and the external agent will be added to your queue Advanced Queue Features Available in PRO Edition 3CX Phone System Pro Edition adds additional Call Centre like features No further installation is required you just purchase the module reactivate your exis
149. ur favourite network monitoring solution for example ActiveXperts or Microsoft Operations manager Things to Monitor Systems Extensions Status Status Extension Type IN OUT Caller ID Destination Registered idle 0 Park Extension A Registered idle eg Park Extension B Registered idle whey Echo Test Registered idle 888 Echo Call Back Tester amp Registered idle 700 ConferencePlaceExtension o Registered idle T77 IVR Registered idle 800 Ring Group B Registered idle 801 Queue E Registered idle 888 Fax Extension B Registered idle 999 Special Menu BB Registered idle HOL IVR Registered idle SP0 Shared park extension 0 3CX Phone System uses system extensions for services such as IVR Queue Fax Parking and so on Using the System Status gt System Extensions Status node in the 3CX Management Console you can quickly monitor if all the system extensions are working and registered correctly 3CX Services start Stop Restart EB Restart all Refresh Service Name Status 3CX Configuration Service Started 3CX SIP Server Started 3CX Call History Service Started 3CX Conference Room Started 3CX Digital Receptionist Started 3CX Parking Orbit Started 3CX Queue Manager Started 3CX FAX Service Started 3CX Tunnel Service Started 3CX PhoneSystem Database Server Started 3CXMediaServer Started A good first check is to monitor that all 3CX services are running You can view all 3CX services from the
150. uration immediately If you need to re provision the phones for example after you have made configuration changes 1 Select the Phones node in the 3CX Management Console 2 Select the phones that you wish to re provision 3 Click Reprovision phones 4 Select the phones again and select Reboot to restart the phones and activate the new provisioning information Updating the Firmware on Your Phones It is possible to update the firmware of your Cisco Fanvil Htek snom and Yealink IP phones throughout your network from the 3CX Management Console Each of the firmwares has been interop tested by 3CX It is recommended that you upgrade firmware using this method and not by downloading the firmware directly from the vendor s websites To upgrade your IP phones to the latest 3CX tested firmware gt 3CX Phone System Upgrade Firmware Service Model gt Firmware upgrade is in progress Yeaiink IP Phones Yealink T28 Overall progress Updating model Yealink T28 Current Action Sending SIP notify to the device with MAC 00156511128A Close 1 From the Phones node select the IP phones which you wish to upgrade the firmware on and click the Upgrade Firmware button 2 Select the model and firmware of the phone from the upgrade list and click Upgrade The firmware will be uploaded and the phone rebooted Note this feature requires a valid maintenance agreement Remote Extensions A
151. x64 Windows 7 Ultimate x64 Windows 7 Enterprise x64 Windows 8 Pro x64 Windows 8 Enterprise x64 Windows 8 1 Pro x64 Windows 8 1 Enterprise x64 Windows 10 Pro Windows 10 Enterprise Windows 2008 R2 Foundation x64 only Windows 2008 R2 Standard x64 only Windows 2008 R2 Enterprise x64 only Windows 2008 R2 Datacenter x64 only Windows 2012 Foundation max 15 presence connections on IIS installations Windows 2012 Essentials Abyss Web Server only Windows 2012 Standard Windows 2012 Datacenter Windows 2012 R2 Essentials max 25 presence connections on IIS installations Windows 2012 R2 Standard e Windows 2012 R2 Datacenter Installations on Microsoft Windows Server Core versions are not supported It should be noted that on client operating systems Windows 7 and 8 Abyss will be used as the web server whereas on Windows Server IIS will be used Supported Hardware and VM Platforms 3CX Phone System is extensively tested to be run as a VM which eliminates the cost of separate hardware and adds high availability solutions based on the hypervisor infrastructure Supported hypervisor platforms are e VMware ESX 5 X and above e Microsoft HyperV 2008 R2 and above See our Hyper V Page for the specific settings for running 3CX Phone System Avoid using 3CX Phone System on converted VMs P2V because a converted virtual machine might have timing issues which causes the guest operating system not to sync with the
152. ystem Allow hassle free moving from one machine to another Ability to configure a standby server for fault tolerance The integrated backup functionality can be configured to create one off backups or perform them on a scheduled basis Backing up your System To backup your system you will need to decide where what and when to backup your PBX e Where Choose from local or remote using FTP e What System configuration Voice Mail Recordings etc e When One off or at scheduled intervals To take backups the services will not need to be stopped Still we recommend doing it at off peak hours Step 1 Choose a Location to Store Backups 3CX will save and restore backups to a central backup location This backup location can be remote or local EAEE e Backup Restore Backup Location Configure a location where backups will be stored Location type FTP Select Folder Path ftp interoorbit com If the above location is an FTP server provide username and password below Username Administartor Password kdkdklidf Backup Repository inside C ProgramData 3CX Instance 1 Data Backups File Name Date modified Size Version 2406 zip 6 24 2015 10 06 11 AM 10 7 Mb 14 0 43247 410 Once zip 6 23 2015 10 37 29 AM 5 2 Mb 14 0 43247 410 Weekly zip 6 24 2015 11 10 31 AM 10 7 Mb 14 0 43247 410 Download Delete To choose a location to store backups 1 Launch the 3CX Management Console and select the Backup and Restore node 2 G

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