Extension Manual
Contents
1. cceccccceccceenceeeeeececaeeeceaeeeceeeeceeeeseaeeeseaaeeceeeeeaeeeecaeeseneeeeaeessecaeeseereeeiseeseeneess 35 Introductiom sere etu M LM E FREE 35 Installing 3CX CRM integration eesseeeeesse Error Bookmark not defined Running the CRM configuration wizard Error Bookmark not defined Launching calls from Microsoft Outlook sse eee eene 35 Tilie sereen pop up scs tinere tt de hut dunt E M ELA 36 Salesforce com CRM integration sssssssssssssseeeneeeneenen nennen 37 CRM integration Wiki p e siiente n nra eaa nennen nennen nnne 37 Dial codes oir ao alii 39 INTOdUCIONTE E X c 39 iecore eive 39 Call Parkitig corta Te P ERO den 39 Voicemail erie rx MUR ait sees 40 Specifying Away Available status 40 Logging in to the Quelles eek Hs tee ad tun 40 aussen c rU 40 Gonferencing inet iO 41 Introduction MER CT AAA REP MER eye 41 Creating a call conference sss eene nenne nennen nennen nennen 41 30X 3CX Phone System for Windows www 3cx com Introduction to 3CX Phone System What is 3CX Phone System for Windows 3CX Phone System is a software based IP PBX that replaces a traditional telephone system 3CX Phone System sends calls as data packets over the computer data network instead of via the traditional phone network Phones share the network with computers and separate phone wiring can therefore be el2. 0000 OK Cancel Apply Screenshot 9 Extension Settings Page 23 30X 3CX Phone System for Windows www 3cx com In the tab Extension Settings you can configure your extension and voice mail settings You can configure your name email address pin number and outbound caller ID The PIN number will be used to authenticate to the voice mail system as well as the user portal The outbound caller ID will be shown on your outbound calls Note that this setting might be overridden by the Telco provider Voice Mail Settings The Voice Mail Settings tab allows you to configure your voice mail options Extension Settings li Voice Mail Settings Enable voice mail ue Play Caller ID vo Play Message times Do not read v o Email options No email notification v o Pin number 10 2 OK Cancel Apply Screenshot 10 Voice Mail Settings You can configure the following options e Enable or disable Voice Mail e Play Caller ID of person who left the voice mail e Configure whether to play message times or not e Specify whether you want to have voice mail delivered via email or not e Optionally change your PIN This PIN is used to login to the portal as well Set your Status gt Set your status Configure whether you will accept calls to your extension and whether you are able to take calls from Queues you are member of Extension Number Set You
3. Configuring 3CX Assistant nene 10 Using ScX Assistant Ar rate ins ione HR en meteo 11 G llsa 9 11 EXtensionst a tt eto ed secu i i en iU da top Lh c cioe es n 12 QUEUES rn e T 13 Gall History ta RE e rae ee eel d en dee ERES 13 hextchat feature usine HD ODE Eh ae etl oa d 13 Logging into a Call Queue ssssssssssssssseeeneeeneeeennn nene n rennen nnns 14 Specifying Away Available Status ccccccccccceceeecececeeceeeeeeeeeeeseseececaeeseaeeesaeeeseeeeseeeeeseeeesas 14 Accessing MyPhone from 3CX ASSiStannt 2 ccccecceceeeeeeeeeeeeneeeeceeeeceeeeeseeeeeeeeeseeeeesieeeeeeaeees 14 3CX Assistant optlons IA ee ee ed dra a ede ees 15 AUN EIE 15 OpPtiOns p E Dd 15 Notifications a a e a a a e A A a Aee E EERE AERA 15 Vie W it en AO SS O coe po nio Na Rar Yita fs 16 Gall Filt ring ii rtt cet ine HH tee usi ettet 16 IPIE oec ere re 17 a ei ser ICM DM Er Up ER 18 AVIANCA 18 Voice Mala EE 21 Introducir aida id 21 Retrieving voice mail by phone 44440rsnnennensnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnns 21 Receiving voice mail in your email inbox 4440s4s2nennensennnnonnnnnnnnnnnnnnnnnnnnnnnnnnnn nee 22 MyPhone User Portal 224444444444n4Hnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnn 23 Introduction 4 reote tre DIMO INI head iM LEE 23 Legging into
4. MyPhone 4 1 A eec i id Qe Pre ete ree o ehe nene 23 Extension Settings teet ont ch b e tene 23 Voice Malil Settirigs ce iot pte ced tt re eie He pH Re tn 24 Set your Status ia Hr he ERREUR ede LOL a fade LEE RUN Re ae EE EE RR n 24 Forwarding Rules ee ae Pee eats ne EEE edi EM iE 25 What are call forwarding rules ssssssssssssssseene eene eene nennen 25 Simple Call Forwarding Rules Interface sssssssssssssseeeeeenenen nnne 25 Configuring extension behavior on No Answer sssssssseeeeeemeeeeeeeenn 26 In the section NOJXATISWer u E D tei teri ntes era ir naa etra 26 Configuring behavior when user is busy or status is set to Away ssssssssssssess 26 Configuring Forwarding of ALL calls ssssssssseeeeeeeenenneeenmneeenennnnn 26 Advanced Call Forwarding Interface sssssssssssssssseseeeeee eene 27 Voice Maii eM 30 Outbound Inbound Missed Calls eseee meer 30 Phionebook sitit e n ti tte ier epe et mies 30 Importing Phonebook entries sssrini nane rarae a a ae rara aere inisinia 31 Blacklist A Qe oA a d 31 Extension Port status nennen nennen nnne nennen nnn enne 31 3CXPhone Soft phone for Windows sssssssssssssssseseeeeeeemee eene nennen nennen enne 33 Introduction oii en eM teal E nce 33 Download and Documentation ssssssssesseeeeeeeee nennen nnne nennen nnns 33 CRM integration
5. can import phonebook entries from a CSV file The format should be as follows First name Last name Phone number Each phonebook entry should be on a new line Blacklist gt Black List Block calls to your extension from the following caller ID s 96525633 10 96655222 196 Important Maximum 15 rules extension OK Cancel J Apply Screenshot 18 Blacklisting callers It is possible to black list a caller Calls from black listed callers will automatically be dropped To black list a number 1 Switch to the Black list tab 2 Enter the Caller ID as you saw it on your phone 3 Click OK Note Currently there is a maximum of 15 blacklisted entries Extension Port status On this page you can see the status of other extensions on the phone system allowing you to avoid calls or transfers if they are already on the phone Home gt Extension Port Status Extension 100 Lee Parker Logout T Home Extension Settings SIP Authentication Forwarding Rules Voice Mail Set your status Missed Calls Outbound Calls Received Calls Phone Book Black List Extension Port Status E Extensions Ports Status Number Description Status Number Description Ei 20 Extensions Registered idle 100 Lee Parker Registered idle 104 Bell Shaw user Q Registered idle 101 Richardson Bailey Registered idle 105 Thomas White Secretary Q Registered idle 102 Taylor Smith Q Regis
6. case of Salesforce com you can add a prefix that will be added to the outgoing number If you have enabled the integration with both Microsoft Outlook and Salesforce you can define the query order in the CRM Plug ins tab The Plug in status tab shows if the CRM plug ins are working correctly Page 19 SCH 3CX Phone System for Windows www 3cx com Voice Mail Introduction If you are unavailable to take a call 3CX Phone System can record a message from the caller These messages can be heard in the following ways You can have the voice mail message emailed to you as a WAV attachment which can be played by Windows media player You can have a notification message emailed to you so that you can dial the voice mail system and listen to the voice mail by phone You can retrieve the voice mail by dialling 999 default voice mail extension 3CX Phone System realizes the concept of a unified messaging system in which the user only needs to check his email inbox for email voice and fax messages Retrieving voice mail by phone To retrieve your voice mail by phone 1 Dial the voice mail system extension 999 If you are outside the company you can dial this number from any digital receptionist menu Enter your extension number and when prompted your pin number Press pound A prompt will be played with the number of read and unread messages in your voice mailbox Press to play your unread messages During playbac
7. easier and cheaper to host your own audio conferences Conferences can be set up ad hoc without the need to reserve a conference room This has been done to simplify the set up of conference calls Creating a call conference To setup a call conference 1 Dial the conference extension number by default this is 700 2 You will be requested to enter a conference ID This can be any number for example 100 All callers that wish to join the conference must use the same conference ID 3 If you are the first participant the conference system will ask you to confirm creation of the conference Press to confirm or to cancel 4 You will be asked to speak your name after the beep and press a button to continue 5 You will now enter the conference If you are the first caller you will hear music on hold whilst you wait for the other callers As soon as another caller joins his name will be announced Page 41
8. shows any external calls being made in the system requires management rights e Queue calls shows any callers in queues e Parked calls shows calls that have been parked You can right click on any active call and perform one of the following actions e Reject hangs up call e Divert diverts a call to another number Divert is available when a call is ringing e Transfer transfers a call to another extension This option is available after you have picked up a call You will be prompted for an extension number e Park park the call so that another user can pick up the parked call Page 11 3CX 3CX Phone System for Windows www 3cx com e Voice Mail transfer the call to your voice mail caller will be able to leave a message e Record Call record the conversation This will store the call as a wav file on the server e Barge in if you have rights join a call so that you can speak and listen in on an existing call You can also Drag and drop a ringing or connected call to e Other extensions e Queues e Parking orbits Connected Calls only e My calls To pickup the call The call icon displayed will change depending on where you drag the call to The action will be performed when the mouse is released For example if you hover over a call on the Parked Calls section the mouse pointer will change to the P Icon which refers to Park If you try and transfer a call to an illegal position for ex
9. 3CX Assistant Configuration xm Account Options Call filtering Dialing Chat Advanced am in the office Login Required Extension 100 PIN eee Required server options Server host IP 192 168 1 10 Use Tunnel 5030 Cancel Screenshot 1 3CX Assistant configuration Page 10 30X 3CX Phone System for Windows www 3cx com The first time you start 3CX Assistant you must enter your extension details 1 In the login section enter your extension number and your voice mail pin number By default the PIN is the same as your extension number You can change this from your voice mail menu or from the MyPhone user portal 2 In the location section specify In or Out of the office 3 In the Server options section specify The local IP or host name of the 3CX Phone System machine 4 If you are going to use the 3CX Assistant outside of the office you must also specify a The public IP or host name of the 3CX Phone System machine b Tunnel Password c Tunnel port 5 Click OK Using 3CX Assistant The 3CX Assistant window is split up into 4 sections Active Calls Extensions Queues and Call History Calls E Active Calls My calls B 100 A 101 Calling External calls Internal calls Parked calls The calls section shows all active calls divided into e My calls shows any active calls that you are on e External calls
10. Available status To specify away or available status for a particular extension Dial 60 to set the extension as available Dial 61 to set the extension to away Note Away and Available are only available in commercial editions of 3CX Phone System Logging in to the Queues To log into a queue Dial 62 to log the extension into all the Queues that the extension is a member of Dial 63 to log the extensions out of all the queues to which the extension has logged in Note Queues are only available in commercial editions of 3CX Phone System Intercom The intercom feature allows a phone system user to make an announcement to another extension without requiring the other party to pick up the handset The message will be played via the phone s speaker 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 Prefix the extension you wish to call with 9 followed by the extension For example to make an intercom call to extension 100 you should dial 9100 Note The intercom features require a phone that supports intercom and that is configured to allow it Check with your administrator if in doubt Page 40 30X 3CX Phone System for Windows www 3cx com Conferencing Introduction Call conferencing allows you to easily setup a conference call for up to 32 callers license permitting Although many conference call services exist it s often
11. a call or transfer a call to another person or to voice mail with a single mouse click or using drag and drop 2 Easy Call Transfer Park When on a call you can transfer or park a call with a few mouse clicks no need to learn dial codes or call transfer procedures on a phone 3 Presence The status of the other extensions is shown allowing you to avoid unnecessary calls or call transfers to colleagues 4 Click to Call Launch calls with a mouse click double click on an extension to call the person or enter a number with your number pad The call will be connected and your phone will ring 5 Queue monitoring View the status of queues that you are a member of You will see callers waiting in the queue and be able to take a call from the queue 6 Text chat Message other users using the inbuilt chat option 7 Record calls you can trigger the recording of a call by hitting the record button 8 Launch MyPhone You can easily launch the MyPhone page from the 3CX Assistant Authentication will be automatically done using the 3CX Assistant credentials and users will be able to configure call forwarding or view their recent call activity including missed calls 9 Phonebook 3CX Assistant provides easy access to the company and personal phonebook and allows users to trigger calls simply by typing a name this will then automatically resolve the number and launch the call 3CX Assistant will show different information
12. ail Send call to extension 100 Lee Parker O0 Disconnect Phone is busy or status set to away If my phone is busy or my status is set to away then Send call to my voice mail Send call to extension 100 Lee Parker 10 Give busy tone I want to be able to accept more than 1 call at the same time uses Phone Status Forward ALL calls Out of Office o 100 Lee Parker 40 Screenshot 12 The simple call forwarding rules interface The Simple Call Forwarding rules interface allows you to easily setup call forwarding that will suffice for most users You can configure where a call should be re directed when you Page 25 30X 3CX Phone System for Windows www 3cx com do not answer are on the phone already or your user status is set to away Additionally if you are out of the office the Forward ALL section can be configured The simple call forwarding interface will create the necessary Call forwarding rules These can be viewed by switching to the advanced interface Configuring extension behavior on No Answer In the section No Answer 1 Specify the time in seconds that you want the system to wait before it considers the call unanswered 2 Select one of the following options e Send call to Voice Mail of that extension e Send call to extension e Disconnect Configuring behavior when user is busy or status is set to Away In the section Phone is busy 1 Select one of the following options e Sendcall to V
13. ample transferring a call to your own extension the mouse cursor will change to show the Not Allowed Sign Extensions El Extensions Management 100 Q Lee Parker Available 101 Q Richardson Bailey Available io0o2 Q Taylor Smith Available i103 Q Miller Cox Available Qi04 QBell Shaw Available ios Q Thomas White Available The extensions section of 3CX Assistant lists all extensions and shows their status You can call an extension by double clicking on the extension The following extension states are possible e Available green User is not on a call and is available e Away red User is not able to take a call e Onan internal call light blue user is making an internal call e Onan external call orange user is on an external call e Ringing yellow the users phone is ringing e Not registered grey user does not have an phone registered to take calls Page 12 30X 3CX Phone System for Windows www 3cx com Queues E Queues 804 804 Hunt Queues 100 100 00 00 05 101 Q Richardson Bailey Available 1i02 Q Taylor Smith Available 1103 Q Miller Cox Available i104 Q Bell Shaw Available ios Q Thomas White Available B107 Q Adam Simpson Ringing The Queues section shows all queues and any agents that are logged in to take queue calls Calls that are waiting in queue will be shown at the top of the Queue The time that the caller is in the queue will be sho
14. art Call Dialing Options Screenshot 11 Microsoft Outlook New Call dialog Close 3 In the section Connect using line select the entry 3CX Phone System Click OK to exit the dialog Dialing Options Settings for speed dialing Name Phone number JI Settings for phone number Formatting and dialing C Automatically add country code to local phone numbers Dialing Properties Connect using line 3CX Phone x Line Properties Screenshot 12 The Dialing Options dialog 4 Now you can click the start call button The call will be launched to your phone The screen pop up When an inbound call arrives to your extension a screen pop up will show the customer contact details You can close it right away or wait for the application to close it automatically Inbound call from Maggie Stanfield 115 Caller Number First Name Last Name Company Job Title E Mail Address 115 Maggie Stanfield JM Consulting Purchasing Manager info 3ex com Thistle drive London United Kingdom London United Click to open the contact record Screenshot 8 Screen pop up Page 36 SCH 3CX Phone System for Windows www 3cx com To open the contact record in Microsoft Outlook or Salesforce click on the Click to open the contact record link When a contact is not found in Microsoft Outlook or Salesforce you can automat
15. based on whether you are a standard user a departmental manager or a company manager In department manager mode you will see calls from anyone in your department In management mode you will see information of the entire company These rights are set by the Phone System administrator Page 9 3CX 3CX Phone System for Windows www 3cx com Installing 3CX Assistant System requirements e Windows XP Vista or higher e NET 2 0 framework or higher Most Windows installations have this already installed Check by going to Control Panel gt Add Remove Programs If not the latest NET framework can be downloaded from the Microsoft website at http msdn microsoft com en us netframework Running Setup 1 Download 3CX Assistant here http www 3cx com downloads 3CXAssistantSetup8 exe 2 Execute setup and follow the wizard 3 You will be prompted if you wish to install CRM integration and or the 3CXPhone CRM integration allows calls to be launched from Microsoft Outlook and Salesforce com as well as pop up the customer record based upon receiving an incoming calls based on the caller ID More information about CRM integration can be found in the chapter CRM integration 3CXPhone is a soft phone that will allow you to make and receive calls from your computer If you install 3CXPhone you can configure 3CX Assistant to integrate with it and launch 3CXPhone automatically for Outbound and Inbound calls Configuring 3CX Assistant
16. considers the call unanswered This option can be set in the Continue Ringing edit box at the bottom of the screen This setting will apply to all No Answer rules e Phone Busy You will have to specify whether you want the phone or the PBX to do the busy signaling By default most SIP phones do not give a busy signal back but accept a second incoming call If you want to redirect a call when an extension is busy you will need to specify Use PBX status in the busy detection list box e Phone not registered If the SIP phone has not registered with 3CX Phone System i e is turned off then the phone is considered unregistered and the rule will kick in e Forward all Calls This rule will forward ALL CALLS e Based on Caller ID You can handle calls from specific callers by specifying their caller ID 3 You can now specify a particular time during which hours this rule must apply You can configure the rule to be valid all the time All Hours during or outside Page 28 30X 3CX Phone System for Windows www 3cx com office hours Relies on system wide office hours setting or during specific hours In this case you can configure the specific hours using the Specific hours button 4 Specify the Call Type Whether this rule should apply to all calls or only internal or external calls 5 Specify the Action that the rule should take e End Call e Forward to voice mail e Forward to extension Speci
17. dow will remain on top e Hide main window automatically minimize on startup e Sort extensions by name or number Call Filtering 3CX Assistant Configuration Exa Account Options Call filtering Dialing Chat Advanced Calls 7 Show my calls Y Group my calls Y Show external calls 4 Group external calls Y Show internal calls J Group internal calls Show parked calls V Group parked calls Screenshot 4 Call Filtering options The Call filtering dialog allows you to configure which calls to show in the My Calls section of 3CX Assistant You can show hide the entire group show option and its respective calls and you can also show hide the group header group option but still show the respective calls Page 16 30X 3CX Phone System for Windows www 3cx com Dialling 3CX Assistant Configuration Account Options Call filtering Dialing Chat Advanced Make calls via PBX Make calls by calling URL number Make call by calling executable number Make call via 3CX VoIP Phone Global hotkey for automatic dialing F11 Cancel Screenshot 5 Dialing options The Dialing options can be used to configure how outbound calls should be launched By default the PBX will call the phone that is registered for your extension It is also possible to launch calls directly from the phone which is quicker This requires that the phone s
18. ed and whether they are internal or external Simple Advanced o Screenshot 14 Selecting Simple or Advanced To switch to the Advanced Call Forwarding Interface simply click the Advanced radio button You can switch back to the simple rules interface at any point Your existing simple call forwarding rules will be listed automatically However note that when you switch back your advanced call forwarding rules will be deleted and you have to re configure simple call forwarding Page 27 3CX 3CX Phone System for Windows www 3cx com Simple Advanced Forward Rules Settings Rule Type No Answer v o Hours All Hours v o Call Type All Calls 0 Action Forward to Voice mail Destination 100 g Add Rule Update Delete Move Up Move Down Clear Rule Type Hours Call Type Caller ID DID Action All Calls Forward to Voice mail 100 General Forwarding Options Busy detection mechanism Use phone status 00 Use PBX status Trigger no answer after 60 seconds OK Cancel J Apply Screenshot 15 Destination unreachable configuration To create a forwarding rule in the advanced interface 1 Click on the Forwarding rules tab Now specify the following rule options 2 Rule type Define to which calls this rule will apply e No Answer You will need to specify the time in seconds that you want the system to wait before it
19. eed to login to the queues to let the phone system know that you are available to start taking calls This avoids calls being sent to your extension without you being available To login to all Call Queues that you are a member of e Click on the Login Queue button on the toolbar e Alternatively select Action gt Login to all Queues from the menu To logout select Action gt Logout of all Queues or click on the same icon Specifying Away Available status If you temporarily can not answer the phone you can specify that you are Away This will inform your colleagues that you are not in a position to answer calls All calls that get sent to your extension will be handled according to the Phone busy setting configured for your extension To set your extension status select Available or Away from the toolbar Note that this setting will persist even if you close 3CX Assistant To configure what should happen when your phone is busy go to the MyPhone Forwarding Rules page Accessing MyPhone from 3CX Assistant The MyPhone menu gives quick and easy access to key MyPhone pages without having to launch a browser and logon You have one click access to e Forwarding rules configuration Call Redirection e List of Outbound Calls e List of Inbound Calls e List of Missed Calls e Phonebook e Black list Page 14 3CX 3CX Phone System for Windows www 3cx com 3CX Assistant options Introduction Yo
20. er 3cx local 5 Lj Approved Applications in mailserver 3cx loc E Pending Applications in mailserver 3cx local a 0 ISCRA NETWORK SOLUTIONS LIMITED Re Welcome to the 3CX Partner Pro Sun 18 03 2007 11 04 1 IS Date Last Week a 3 Sent Items a A Search Folders B mailserver 3cx local Nicklas DaagOteliasone info tis com vn Tamara x NETWORK SOLI From no reply 3cx com Sent Mon 19 03 2007 09 35 To mc amp 3cx com BA Mal colder 1 Tomas Chott LSG Group FW Linksys SPA 3102 Fri 16 03 2007 20 43 aa rsonal Folders a wi Office Accounts RE W1 Office invoice Fri 16 03 2007 18 01 3 8 Personal Folde ffi ffi oa Deleted tens a a He LA Drafts De Message HTML Inbox nd 9 Eg Junk E mail a Jamara 4 Outbox a Tamara 1 zd amp Subject New Voicemail Attachments al VoiceMessage 1 wav 23 KB almar You have got 1 new message in your voicemail box Y Tamara wein Tamara Tamara Caller ID Date Time pm 13 seconds Tamara Nick Galea Tamara Tamara Constantinos Avgoustid 1 110 19 Mar 2007 09 35 14 PA top e fo 94 s a ae ee j e me You have 1 message in your inbox 0 heard 1 unheard PODPPLPPEPI 479 Items ledia Player Screenshot 8 Receiving voice mail in your inbox If your system is setup to attach the voice mail to your email simply open up the e
21. fy the extension to forward to in the list box e Forward to External number In this case the system will forward the call to an outside number Be sure to include the complete dial string including the prefix e Offer option to divert to vm This option forwards calls to an external number too however it provides the option of you being able to reject the call and send it to the company voice mail system How this works e 3CX Phone System informs the caller Please hold while we locate John user s ID message and puts the caller on hold hold music e 3CX now calls the specified external number and announces to the called person You have a call from 0123456789 Press 1 to take call press 2 or hang up to send to voicemail If you don t pick up within 30 seconds it goes to voicemail e Forward to Queue ring group Specify the virtual extension number of the ring group or Queue in the list box e Forward to Digital Receptionist Specify the virtual extension number of the digital receptionist in the list box 5 Once you have filled out all necessary fields click on the Add button to create the new rule You can order the priority of the rules by moving rules up or down The first rule that meets the conditions will be triggered Page 29 3CX 3CX Phone System for Windows www 3cx com Voice Mail gt Voice Mail Listen to messages by dialing the system voicemail extension default 999 and foll
22. ically create it by clicking the Click to create a new contact record link Salesforce com CRM integration For information how to configure CRM integration for use with Salesforce com visit this link http wiki 3cx com documentation general CRM salesforce integration CRM integration Wiki page More information about the CRM integration module can be found on the 3CX Wiki http wiki 3cx com documentation general CRM Page 37 SCH 3CX Phone System for Windows www 3cx com Dial codes Introduction Dial codes are particular key number combinations used to access particular functions within the phone system directly from the phone Call pick up If you hear a particular extension ringing and you know that person is not able to take the call you can take the call using the Call Pickup feature To do this type 20 lt extension number gt This will redirect the active call from the specified extension to your extension You can also retrieve a call from a ringing extension without specifying the extension number To do this type 20 followed by the send key This will redirect the first available active call to your extension Call Parking If you wish to park a call and then pick up the call from another extension then you can park the call in a Parking orbit and then pick up the call from another extension To park a call BLIND TRANSFER BUTTON followed by 00 to 09 to specify the parking
23. iminated With the use of a VOIP gateway you can connect existing phone lines to the IP PBX and make and receive phone calls via a regular PSTN line Benefits to an extension user 3CX Phone System delivers numerous benefits to a user of the system e Ability to answer and make calls from anywhere even outside of the office e Easy extension management using a browser e Ability to quickly view presence extension status of other users e Ability to view status of incoming lines e Ability to view number of callers in queue e Ability to receive your voice mail and faxes in your e mail inbox e Forward calls based on caller ID time and type of call e Quickly launch missed calls e View an automatically updated extension number list e Transfer incoming calls to any user with a few mouse clicks e Click to dial from Microsoft Outlook Salesforce com amp others Page 7 SCH 3CX Phone System for Windows www 3cx com 3CX Assistant Introduction The 3CX Assistant is a compact utility which allows users to easily manage their extension with a few mouse clicks rather then via a cryptic and limited phone interface 3CX Assistant is not a phone it works in tandem with an existing IP hardware phone soft phone or even an analog phone Calls are made and answered on your existing phone 3CX Assistant provides the following functions 1 Call Pop up Upon an incoming call a small dialog will pop up which allows you to reject
24. k of voice mail you have these options 0 Skip to the next message 1 Skip to the previous message 2 Repeat current message 3 Delete the current message and automatically go to the next message 4 Call Back this will trigger a call to the caller ID of the person who left the message 5 Forward message to another extension 9 To go to the Voice mail options menu Tohang up the call 6 Voice mail options menu Page 21 3CX 3CX Phone System for Windows www 3cx com The voice mail options menu allows you to configure pin code and delete all read messages It can be reached by entering 9 during message playback The following options are valid e 3 to dial an external number or internal extension e 4 to delete all messages e 5 Torecord your name used for call by name e 6 To play mailbox information e 7 Tochange pin number e 8 To change your voice mail greeting e 9 To repeat the prompt e To exit the call Receiving voice mail in your email inbox Inbox Microsoft Outlook Heel Rep Al rw Send Re e S 0 Type a o BR B Inbox E Favorite Folders 1 DS 8 From Subject Received sv a Inbox LA Unread Mail 3 Date Today 4 For Follow Up a iij no reply 3cx com New Voicemail Mon 19 03 2007 09 36 are 23 Sent Items a Nick Galea Screenshots Mon 19 03 2007 07 33 1 Y LA Inbox in mailserver 3cx local 13 Inbox in mailserver 3cx local 12 E Date Yesterday C Inbox in mailserv
25. launching calls it will also keep a log of all calls that you have made or received from that contact The CRM integration also pops up the contact record of the customer upon receiving a call The 3CX CRM integration module is part of the 3CX Assistant installation When installing 3CX Assistant you must specify that you wish to install the CRM integration Launching calls from Microsoft Outlook If you use Microsoft Outlook or any TAPI compliant application and store all your phone numbers in Outlook contacts you can easily launch calls directly from Outlook To do this 1 Right click on the contact in Microsoft Outlook and select Call contact Open cy Print Forward E New Message to Contact New Appointment with Contact E New Meeting Request to Contact 44 New Task for Contact New Journal Entry for Contact Link gt e Call Contact Call Using NetMeeting W Follow Up Categories X Delete Screenshot 10 Right click on a contact 2 The Microsoft Outlook New Call dialog will appear The first time you use the Microsoft Outlook integration click on Dialling Options Page 35 3CX 3CX Phone System for Windows WWW 3cx com New Call Number to dial Contact Number f WAT department v Open Contact 357 22404686 v Dialing Properties C create new Journal Entry when starting new call Call status On hook St
26. mail and double click on the attachment The voice mail has been attached in the wav format so it will automatically be opened and played in media player Page 22 IC 3CX Phone System for Windows www 3cx com MyPhone User Portal Introduction The user portal allows you to manage your extension settings via the web With the MyPhone User portal you can Change PIN View Missed Calls View all your outbound and inbound calls Edit your personal phonebook Blacklist callers Listen to your voice mail Configure forwarding of calls when away out of the office or on the phone Logging in to MyPhone To login to the MyPhone user portal 1 Select MyPhone Home from the MyPhone menu in the 3CX Assistant This will log you in automatically using the credentials you have entered in 3CX Assistant 2 Alternatively if you have not installed 3CX Assistant you can launch your web browser and navigate to http lt phone system gt Myphone If using IIS or http lt phone system gt 5000 If using Cassini where lt phone system gt is the name or IP of the phone system server Specify your extension number and PIN and click Login After successful login your current settings will be shown Extension Settings Extension Settings Voice Mail Settings First Name Last Name Email address SIP ID Outbound Caller ID Lee Parker info 3cx com ext100 ext100
27. n Offer option to reject call and divert to voice mail feature This feature allows the callee the extension user to reject the call and send it to the company voice mail system This avoids the call being sent to the user s mobile voice mailbox How this works o 3CX Phone System informs the caller Please hold while we locate John user s ID message and puts the caller on hold hold music o 3CX now calls the specified external number and announces to you You have a call from 0123456789 Press 1 to take call press 2 or hang up to send to voicemail If you don t pick up within 30 seconds it goes to voicemail 4 Select whether you want calls received outside of the company office hours to be redirected as well If you do not select this option calls outside office hours will be forwarded to voice mail 5 Select whether you only external calls to be forwarded Tick this option to send all internal calls to voice mail 6 Click OK to save your configuration Note forwarding calls to a Skype ID requires the Skype gateway to be installed and running Advanced Call Forwarding Interface If you have more complex Call Forwarding Requirements you can use the advanced Call Forwarding Interface With this interface you can set up forwarding rules based on custom office hours caller ID of caller Call Type Internal or External and so on gt Forwarding Rules Forward calls based on caller ID time the call is receiv
28. oice Mail of that extension e Send call to extension e Give busy tone to caller 2 Now select whether you want to be able to receive a second call By default most SIP phones accept a second incoming call If you want to take a second call when you are already on the phone you will need to tick the I want to be able to accept more then 1 call at the same time option 3 Click OK to save your configuration Configuring Forwarding of ALL calls Forward ALL calls Out of Office Forward ALL calls to My Voice Mail Send call to extension 100 Lee Parker v O An external number or Skype ID threecx o E Offer option to reject call and divert to voice mail E Don t forward calls outside office hours Send these to my voice mail C Forward only external calls Internal calls will be sent to my voice mail Screenshot 13 Forwarding all calls The Forward all calls option is typically used when you are out of the office This option will override any other rules and forward ALL calls to the configured destination To configure it 1 Tick the option Forward ALL calls Out of the office Page 26 30X 3CX Phone System for Windows www 3cx com 2 Select one of the following options e Send call to Voice Mail of that extension e Send call to extension e An external number or Skype ID 3 If you selected forwarding to an external number you can specify whether you wish to use the optio
29. options Server port Optional advanced client options Client interface IP Use fixed port Options E Force refresh every in minutes Language Choose language 5486 Auto detect a 5 English y Screenshot 7 Advanced configuration Page 18 30X 3CX Phone System for Windows www 3cx com The advanced configuration contains a number of options that can be used by the administrator to control on which port and on which network interface the 3CX Assistant should communicate The most important option is the language option which allows you to change the language of the 3CX Assistant CRM Settings You can configure the CRM integration settings by going to File gt CRM settings 3CX Assistant CRM Integration xs CRM Settings CRM Plugins Plugin Status Screen Pop up Do not show screen pop up Manually close screen pop up Automatically close screen pop up when call ends Automatically close screen pop up when call is answered Automatically close screen pop up after 5 seconds Outbound Calls Extemal Call Prefix Missed Calls W Enable automatic missed calls clean up Missed calls max age days 60 OK Cancel In these dialogs you can configure the desired screen pop up behaviour You can choose to add a prefix to the number Normally this is configured from the Phone and Modem applet in Control Panel for TAPI applications but in
30. orbit For example 01 will place the call in the parking orbit 1 To pick up a call 10 to 19 where the 0 9 is the park orbit number For example 11 will pick up any calls parked in parking orbit 1 Multiple calls in parking lots Parking lots support parking of multiple calls Therefore when un parking you can add the extension number from which the call was parked to be sure that you un park the particular call you had parked there For example If extension 100 parked a call in park 0 this call can be picked up by extension 101 by keying in 10100 Examples for popular IP Phones Some examples to park a call with popular phones e With a Grandstream phone press the TRNF button and dial 00 e With a Snom phone press the TRANSFER button and dial 00 Page 39 SCH 3CX Phone System for Windows www 3cx com e With a Polycom phone press the TRANSFER button from the screen then choose the option BLIND and then dial 00 e With a Cisco phone choose more option on the screen choose BindXfr and dial 00 e With a Linksys phone press the right arrow key on the navigation button for more options and then choose bxfer and dial 00 Note Call Pickup and Call Park are only available in commercial editions of 3CX Phone System Voicemail To leave a message in a Voicemail box of a particular Extension Dial 4 ext For example 4100 will leave a voicemail message in the voicemail box of extension 100 Specifying Away
31. ow the prompts Or press play to listen to your voicemails Refresh Delete Play Mark as heard Mark as new Date b 9 18 2009 4 26 26 PM 9 18 2009 4 26 23 PM 9 18 2009 4 26 09 PM 9 18 2009 4 25 55 PM 9 18 2009 4 25 49 PM 9 18 2009 4 25 31 PM 9 18 2009 4 24 58 PM 9 18 2009 4 24 34 PM Screenshot 16 Listen to voice mail Caller ID 107 101 104 102 101 103 107 102 Duration 00 00 01 00 00 00 00 00 00 00 00 00 00 00 01 00 00 02 00 00 04 00 00 03 The Voice Mail Tab you to play and manage your voice mail messages from a browser rather then from the phone Outbound Inbound Missed Calls You can view a log of all the calls that you have made by going to the Outbound Inbound and Missed calls tabs Click on the call button on the right hand side to launch the call Phonebook gt Phone Book Phonebook title dg Add G Edit 98 Delete GB Import First Name Last Name Phone Anthony Watson 95858885 Philip Watson 96878855 Steve Larent 98754443 Screenshot 17 Maintaining your personal phonebook The personal phonebook allows you to create a list of personal numbers which you can use as speed dials from the 3CX Assistant interface To manage the phone entries Page 30 30X 3CX Phone System for Windows www 3cx com switch to the phonebook tab You can Add Edit or Delete entries by clicking the appropriate toolbar button Importing Phonebook entries You
32. r Status Available v o Set Queue Status Logged Out v O Screenshot 11 Status Page 24 3CX 3CX Phone System for Windows www 3cx com The Status page allows you to login to queues so that you can start taking queue calls as well as allow you to specify Away or Available status e Set Your Status Whether you are available to take calls or not If you set your status to away Calls will be treated by the PBX as if your extension is busy e Set Your Queue Status You can login and logout of the Queues To receive calls from any of the queues you must be logged in to the queues Forwarding Rules What are call forwarding rules Using the forwarding rules feature you can configure exactly what should happen to calls when your extension is busy a call remains unanswered or when an extension is unregistered It is possible to configure this based on office hours caller ID of caller and the type of call 3CX Phone System has advanced call rule functionality and because delivering all this functionality can be overwhelming we have created 2 interfaces A simple and an advanced call forwarding interface Simple Call Forwarding Rules Interface gt Forwarding Rules Forward calls based on caller ID time the call is received and whether they are internal or external Simple Advanced o Simple Advanced No Answer Tf call is not answered within 60 seconds then o Send call to my voice m
33. tered idle 107 Adam Simpson 20 Testing Department Registered idle 103 Miller Cox Registered idle 10002 10002 E Ports Screenshot 19 Extensions status Page 31 3CX 3CX Phone System for Windows www 3cx com If you are part of the management group you will also be able to see the status of the company incoming phone lines Ports Page 32 3CX 3CX Phone System for Windows www 3cx com 3CXPhone Soft phone for Windows Introduction Screenshot 20 The 3CX VoIP Phone The 3CXPhone is a small Windows application that allows you to make and receive calls using a headset connected directly to your computer 3CXPhone is easy to install and use and can connect to 3CX Phone System using the 3CX Tunnel It can be used at the same time as a desk phone i e both the soft phone and the hard phone can be registered using the same extension number You can install 3CXPhone as part of the 3CX Assistant installation or else download it separately Download and Documentation You can download the VoIP phone at http www 3cx com downloads 3CXPhone4 msi The manual can be found at http www 3cx com manual 3CXPhonemanual4 pdf Page 33 3CX 3CX Phone System for Windows www 3cx com CRM integration Introduction 3CX Assistant CRM Integration is a module that allows you to automatically launch calls from your CRM application such as Microsoft Outlook or Salesforce com In addition to
34. u can customize 3CX Assistant from the configuration dialog This is accessed from the File gt Configuration menu You can customize the following Options 3CX Assistant Configuration Account Options Califiteing Diaing Chat Advanced Notifications Y Notify on my incoming calls Notify external program on my incoming calls callid E Notify on system incoming calls E Enable CRM integration View Show main window on top of other windows E Hide main window on startup Sort extensions by number D Sort extensions by name Screenshot 3 3CX Assistant options Notifications Notify on incoming calls this will pop up a dialog on your desktop notifying you of the call and allowing you to reject or transfer it Notify external program optionally you can run an external program that performs certain actions on inbound calls for example pop up a customer record Select the program executable and any optional parameters to enable this function Notify on system incoming calls this option will notify you of ALL calls coming into the phone system Enable CRM integration this option allows the 3CX Assistant to integrate with contact management software such as Microsoft Outlook or Salesforce com This option will only be active if you have selected this option when installing 3CX Assistant Page 15 30X 3CX Phone System for Windows www 3cx com View e Show main window win
35. upports launching a call via a URL or via an executable If you will be using a soft phone you can select to make the call via 3CXPhone which is of course fully integrated with the 3CX Assistant The URL to enter will depend on the model of phone that you are using For example to use this feature with a SNOM phone insert the following URL http 10 172 0 116 command htm number number where 10 172 0 116 is the IP of your phone Calls will then be triggered as if the number was entered on the phone For other phones please refer to the documentation of the particular phone how to set this up or refer to the 3CX Wiki The hotkey option allows you to select a number in a web page or document and hit a hotkey to launch the call Page 17 30X 3CX Phone System for Windows www 3cx com ssistant Configuration Account Options Call filtering Dialing Chat Advanced Y Enable chat Y Play sounds Block chat from extensions O Separate extensions by semicolons E g 109 101 105 Screenshot 6 Chat options The chat options tab allows you to configure chat preferences You can disable chat for your extension as well as disable the sounds that get played when a new text message appears You can also block chat from particular extensions Advanced sistant Configuration Account Options Cal filtering Dialing Chat Advanced Required server
36. with a software based PBX for Windows y eak TIAS breaktree A Extension Manual 3CX Assistant MyPhone User portal Dial codes amp Voice mail for 3CX Phone System Version 8 0 Copyright 2006 2009 3CX Itd http www 3cx com E mail info 3cx com Information in this document is subject to change without notice Companies names and data used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of 3CX Ltd 3CX Phone System for Windows is copyright of 3CX Ltd 3CX is a registered trademark and 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd in Europe the United States and other countries Version 8 01 Last updated 5 November 2009 Table of Contents Introduction to 3CX Phone System sss eene neret nenn 7 What is 3CX Phone System for WindowS 22002s0srsnsennsnnnnnnnnnennennnnnonnnnnnnnnennnnnen nenn 7 Benefits to an extension user eene nennen ennt nnn nnns 7 SOX ASSISIATE ite ae ERU P rte b Metu tus D eee 9 Introduction zm n d tum c ten ema tem ameta 9 Installing 3GX Assistant 1 nei plene tert e HE etie a tre ebbe iere 10 System requirements cccccccececceeneceeeeeeeeeeeeceaeeeeeaeecseeeeseaeececaeecseeeeeceesseeseessereesieeeeseneess 10 Running Setup RR 10
37. wn after the Caller ID of the caller To pickup a call that is waiting in the queue click on the call and select Pickup from the menu Alternatively right click on the call and select Pickup Call History E Call History E Missed calls 101 18 09 2009 15 52 35 E Received calls 101 18 09 2009 15 52 48 E Outbound calls 105 18 09 2009 15 43 19 The Call History shows all inbound outbound and missed calls Double click on an entry to launch a call to it To see all call history right click on an entry and select Show All This will launch the server based call history on your MyPhone page Text chat feature Q Miller Cox 103 3CX Chat xm Lee Parker says You have a customer waiting at reception for you 11 33 Send Screenshot 2 The text chat feature Page 13 SCH 3CX Phone System for Windows www 3cx com You can text chat to other 3CX Assistant users simply by clicking on the user and then right click and select chat or click the chat button in the tool bar Alternatively select the chat option from the action menu To chat with other users they must have 3CX Assistant running Logging into a Call Queue 3CX Phone System has a powerful feature called Call Queues which allows callers to be queued until any of the agents can take the call The actual configuration of who is an agent is done from the 3CX management console If you are an agent for a queue you n
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