Home

3CX Phone System for Windows Manual

1. Manage From e Lines To March 2007 Source Man nage Destination gt Outbound Rules Duration minutes Add Rule Manage More than D PS Digital Receptionist WEIEN Add Manage b Advanced __Build report_ _ Export to CSV Print report Add Ring Group ia Date i Source Destination Disposition Duration Add Call Queue Manage 1 2007 03 13 22 54 03 10600 10600 Answered 00 00 47 gt Reports 2 2007 03 13 23 15 17 10600 10600 No Answer Call Reports 3 2007 03 13 23 29 45 10400 10400 No Answer CallLogs 4 2007 03 13 23 32 55 119 400 Answered 00 00 48 General 5 2007 03 13 23 33 47 119 400 No Answer Admin Credentials General Settings 6 2007 03 13 23 45 11 115 0422440141 Answered 00 00 38 Backup and Restore Activate Licence System prompts ES 8 intenet R0 gt 4 Screenshot 19 Analyzing the call logs 2 Specify the time frame that you wish to analyze by indicating a starting month in the From field and an ending month in the To field Page 50 SCH 3CX Phone System for Windows www 3cx com 3 You can specify a source and or destination filter For example entering an extension number in the source field will only show the calls made from that extension 4 Optionally you can filter calls that were longer than or less than a particular time Specify the time in minutes 5 Click on the Build report button to build a report in table f
2. No action Timeout 115 PageRank Alexa Compete I et Screenshot 14 Configuring a digital receptionist 2 Specify a name and virtual extension number for the digital receptionist 3 Now click on the browse button and specify the file that you previously recorded The file will be copied into the 3CXPhone System Data Http prompts directory 4 Now you can specify the menu options Select the appropriate key and then select from the available actions Then specify the extension number or virtual extension number virtual extension number in the case of Ring Group Call Queue or to another Digital receptionist 5 The last option Timeout allows you to specify how long the system should wait for an input If it receives no input it can automatically perform an action This is handy for callers who did not understand the menu or who do not have a DTMF capable phone When you are 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 This allows callers who know their parties extension to connect to their party without having to listen or to bother the receptionist and without requiring you to setup an option for each extension in your company Page 39 SCH 3CX Phone System for Windows www 3cx com This option is enabled by default
3. Define on which gateway or provider the calls should be made vor Gateway Any gateway O vor Provider Any provider Backup rule n Define on which gateway or provider calls should be made if the primary gateway or provider is not available to make outbound calls Ono backup rule O vor Gateway Patton Smartnode z O vor Provider My VOIP provider Transform mask optional O Use the transform mask to edit the number before it is dialed You will have to remove the prefix using at least one r which stands for remove More Transtorm mask lr OK Cancel Screenshot 10 Creating a new outbound rule To create an outbound rule 1 Click on Add Rule in the Outbound rules section of the 3CX Management console Give a name to the rule in the general field 2 Now specify to what calls to apply the outbound route In the Apply this rule to these calls section specify either or both of these options Page 33 30X 3CX Phone System for Windows www 3cx com e Calls to Numbers starting with apply this rule to all calls starting with the number you specify For example specify 0044 or 01144 in the US to specify that all calls to the UK should be routed via a particular line or service provider e Calls from extension s Select this option to define particular extensions or extension ranges for which this rule applies Specify one or more exten
4. On Hold The extension is party to a call that has been placed on hold Page 24 30X 3CX Phone System for Windows www 3cx com 2 Place a call to another extension If the status shows that the phones have registered correctly you can make a call to another extension The status monitor will show that you picked up one extension and are calling another 3 Troubleshooting tips If dialling another extension does not work check the following e That you have created the extensions and configured the phones with the same authentication details and that they have registered If they have not registered you have most likely entered the Extension Number Authentication ID and Authentication Password in the wrong fields 3CX Server status Mozilla Firefox DER Ele Edit View History Bookmarks Tools Help 7 G d le htip 192 168 1 44 5481 srv_status pho El Gl ittie house on the prairie me lt a S breakfree e with a software based gt Phone System Server status HOME LOGOUT Line Status Geen 3CX Phone System Versions 82269 rek oe OR Ms mm wes Extensions The server log shows server activity and detailed logging Messages Add e Manage Time Function Message gt Lines 15 12 20 484 StratLink onHangUp CM104001 CalM6 Ext 116 hung up call cause BYE from 192 168 1 27 CM103001 Calk6 Created audio channel for Ext 116 192 168 1 27 49172 with third party 5 o 15 12 01 327 Calllegimpt onCo
5. SC 9 Ring groups amp Call Queues Ring Groups Aring group allows you to direct calls on particular numbers to a group of extensions For example you could define a group of 3 sales people and have the general sales number ring on all 3 extensions at the same time or after each other When you create a ring group you also assign it a virtual extension number This will be tne number used by the phone system to address the ring group 3 3CX Ring Groups Mozilla Firefox Eile Edit View History Bookmarks Tools Help del icio us b Phone System Line Status Server Status Extensions Add Manage Lines Add PSTN Add VOIP Add DID Manage gt Outbound Rules Add Rule Manage Digital Receptionist Add Manage gt Advanced Add Ring Group Add Call Queue Manage b Reports Call Reports Call Logs General Admin Credentials General Settings Backup and Restore Activate Licence System prompts How to Buy Support breakfree F with a software based PBX for Windows gt Add Ring Group Ring groups allow more than one phone to ring at the same time or in a sequence when receiving incoming calls More E BK HOME LOGOUT General EA Enter a name for the ring group and select a Ring Group Strategy More Virtual Extension number Can not be in use as HEN extension Name Ring Group Sales Ring Strategy Hunt Ringtime seconds 20 Ring Group Members
6. BO with a software based PBX for Windows Manual 3CX Phone System for Windows Version 3 1 Copyright 2006 2007 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 withoutthe 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 3 1 Last updated 15 June 2007 Table of Contents 1 Introduction to 3CX Phone System for Wimdows AAA 9 What is 3CX Phone System for Wimdowe ees ee ee ee ek RA AR ee ee ee ERA AR Re ee ee ee ee ee ee 9 Benefits of an IP Phone System IP PB ee sesse ese ese ee ee se ee Ge ee ERA ee de ee ee cnn 9 How an IP Phone system WORKS an GE EEN Ge Ge Ge GEE 11 ads ER RE EE EK EE DE 11 ee E ele 12 alle aile ER ee EE RE EER AR EN 12 Analogue phones using an ATA adapter iese se ee ee ee ee ee ee Re ee Re ee ee ge ee ee 13 3CX Phone System components sees ee de Ge ERA AR Re ee Ge ee ERA AR Re ee ee ERA AR Re de ee ee 13 SOX Phone System Gelee EE leg 13 2 Installing 3CX Phone System for Wimdows iese ese ee ee ee
7. EA Select which extensions are a member of this ring group Extensions Members 100 a j 102 103 Destination if no answer gt gt gt OK Cancel Screenshot 16 Adding a ring group To add a ring group 1 Click on the Advanced gt Add Ring Group link 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 reserved for this ring group Note that this extension number will be automatically created Do not specify an existing extension number e Name Enter a friendly name for the ring group Page 45 30X 3CX Phone System for Windows www 3cx com e Ring strategy Select the appropriate ring strategy for this ring group o Hunt this will start ringing on the first extension then the second etc o Ring all all phones will ring at the same time e Ring time Specify how long the phones should ring for 3 In the section Ring group members specify the extensions that should be part of this ring group Simply click on the extensions and click on the gt to make them a member Move the extensions up or down to configure the priority of an extension 4 In the section Destination if no answer you can define what should happen if the call does not get answered by the ring group Call Queues Enterprise edition only Call Queues allow calls to be queued whilst agents members of
8. If you wish to make use of this feature simply instruct your callers by explaining this in the voice prompt For example Welcome to Company XYZ for sales press 1 for support press 2 If you know your parties extension number you may enter it now Page 40 AC 3CX Phone System for Windows www 3cx com 8 Adding Direct numbers using DID DDI lines Introduction Many companies provide users and or departments with Direct or DID numbers which allow their contacts to call them directly bypassing the receptionist DID numbers are referred to as DDI numbers in the United Kingdom and as MSN numbers in Germany Even if you have a digital receptionist a direct line number is often preferable because it s more convenient for the caller Direct numbers can be easily implemented using DID numbers DID numbers are provided by your VOIP provider or Phone Company and are virtual numbers assigned to your physical lines Usually you are assigned a range of numbers which is linked to an existing BRI T1 E1 There will be an extra charge per number or per range but this will be a fraction of the cost of adding physical lines VOIP providers also provide DID lines Enquire with your Phone Company or VOIP provider for more information DID numbers and 3CX Phone System How it works DID numbers play well with 3CX Phone System or indeed with any SIP based IP PBX Acting according to the SIP standard 3CX Phone System expects the DID
9. as you wish to support simultaneous calls via the VOIP provider For example if you want to allow 4 people to make calls via the VOIP provider simultaneously you must open port 9000 to 9007 Note that the above port ranges are the default ports in 3CX Phone System You can adjust these ports from the Management Console in the General gt General Settings page In this page you can configure the ports to be used for internal calls and the ports to be used for external calls being made via a VolP provider Firewall installed on the 3CX Phone System machine If your phone system is running on the internal network behind a firewall it is not necessary to enable the firewall on the machine running 3CX Phone System However if you wish to do this then you will have to open the following ports e Port 5481 TCP for the 3CX Phone System management console e Port 5060 UDP for the SIP server e Port 3478 UDP for communication with the STUN server e Port 7000 to 7500 UDP for internal calls or higher if you have more then 250 extensions e Port 9000 9003 UDP for external calls via a VOIP provider 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 as you wish to support simultaneous calls via the VOIP provider For example if you want to allow 4 people to make calls via the VOIP provider simultaneously you must open port 9000 to 9007 Note that the above po
10. ee 19 PSTN INOS asados 27 Importing eviensions eseese 25 SiP Phones ee Gen 11 media server ese ee ee ee ek ER ee ea 13 enn 31 office hours issie ee ss eN ie 29 43 54 Troubleshooting tips 25 outbound route 33 VOIP Gateway esse see esse ee ee ee ee 27 PSTN Interlace nenne 30 Page 59
11. enter into the SIP phone e Proxy server IP or FQDN Host name of 3CX Phone System e User ID Extension number created e Authentication ID As specified in Authentication ID field e Password As specified in Authentication password field This information needs to be entered into the SIP phone For a detailed description how to do this for popular phones including CISCO SNOM SJ Phone Aastra Grandstream and more see our configuration guides at http www 3cx com sip phones index html Testing your setup As soon as you have created at least 2 extensions and configured SIP software and or hardware phones to work with those extensions you can test whether your setup is working correctly To do this Page 23 IC 1 Check Phone System status with the status monitor 3CX Phone System for Windows 2 3CX Line status Windows Internet Explorer go http 10 172 0 2 5481 status php 1491 X Gooale 2 8 od File Edit View Favorites Tools Help We d jack Line status SCX gt Phone System Line Status Server Status gt Extensions Add breakfree n with a software based PBX fe gt Line status This page shows the extension and line status of your phone system 100 Grandstream 1 line 1 Status Registered idie O 108 Snom 190 elmeg ME Er page O Tools HOME LOGOUT Monitor status ONLINE O 114 Kevin X Lite Manage Status Registered idie Stat
12. enticalon channels Direction Identification gt Lines extension password Day Wan Add PSTN Add VOIP Add DID Manage Both Ka 10002 10002 10002 A HESE 10003 110003 10003 Ban el 10004 110004 10004 do tonist f 10005 10005 00 Add Manage lt Back gt Advanced 999 v 399 190 100 gt Outbound Rules Add Rule Manage 100 100 Amo ID Both Foo 100 e Both e oo wll 100 Screenshot 8 Adding PSTN Lines 6 Click Next The individual lines will be created and displayed in a columnar format Virtual extension In effect the VOIP Gateway converts each line to an extension so that the phone system can receive and forward calls to it The virtual extension number is a number assigned to it by 3CX Phone System so that it can address it as an extension There is no need to change this field Authentication ID amp Password These values are used to authenticate the phone lines connected to the VOIP Gateway with 3CX phone system These values must match the settings configured in your gateway By default the ID and password have been set to the Virtual extension number Channels The Channels field allows you to specify how many simultaneous calls this port supports An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 and a T1 PRI 23 If you prefer to address each line individually
13. gt Advanced Add Ring Group Add Call Queue Manage D 101 Password gt gt Reports Call Reports Call Logs Yoice Mail Configuration gt gt gt Destination Unreachable f Forwarding gt gt gt gt General Other options gt gt gt Admin Credentials General Settings L Backup and Restore Activate Licence lt Back Next gt v Done te RE Screenshot 3 Adding an extension Now enter the following information 1 User information e Extension number Specify extension number e First name Enter the user s first name e Last name Enter the user s last name e Email address Optional This will be used for voice mail notifications and as the default SIP ID You can leave the field empty if you wish 2 Authentication Specify an authentication ID and password e ID The SIP Username e g 200 e Password The SIP Password password can be hidden from the user The Authentication ID and password fields set in the software or hardware phone must match the above fields In addition the extension number must be entered in the phone as well in a field called Account User ID or something similar to that The exact field names differ per vendor For detailed configuration guides for popular phones see http www 3cx com sip phones index html Page 20 SCH 3CX Phone System for Windows www 3cx com 3 Voice mail Configuration e Enable voice mail allows you
14. here http Www 3x com manual 3CXPhoneSystemManual31 pdf Manage Lines Review the FAQ on the support page at http www 3cx com supportindex htm Add PSTN Add VOIP Add DID Garton You can posta message on the forums at http www ZC com forums Outbound Rules Add Rule Vu Request support the details of your e 0 wi a summary ofyour configuration Please Manage j attach this file to an ei T tion All confidential data such as VOIP provider gt Digital Receptionist Add Generate support info Manage Advanced Add Ring Group Add Call Queue Manage gt Reports Call Reports Call Logs General D Find little JS Next Previous Highightal Done Screenshot 22 Generating support information To generate the support info file 1 In the 3CX Phone System Management console click on General gt Support This will load up the Support options page Click on the button Generate support info in the bottom section You will be prompted for a location to save the data You can review the data that will be sent prior to sending it to us Login to the 3CX support system and attach the information to your support request Include a detailed problem description It should clearly indicate what the exact problem is and when it occurs Mention what hardware or VolP provider you are using with 3CX Phone System Page 58 SCH 3CX Phone System for Windows www 3cx com Index EXTENSIONS
15. into the VOIP Gateway e Proxy server IP or FQDN Host name of 3CX Phone System e User ID Virtual Extension number e Authentication ID As specified in Authentication ID field e Password As specified in Authentication password field The Virtual extension number authentication ID and authentication password must be duplicated for each line port that you have on your gateway For a detailed description how to do this for popular gateways including Patton Grandstream and Audiocodes and more see our configuration guides at http www 3cx com voip gateways index html Generating a configuration file For some gateways 3CX Phone System is able to create a configuration file that can be uploaded to the device and makes configuration automatic In this case the button Generate configuration will be active Clicking the button will generate a text based configuration file which can then be uploaded to the device using the web based interface of the device Configuring the PSTN Interface In some cases you might need to check that the PSTN interface is configured correctly for your country If in doubt check with the VOIP Gateway supplier For example if you have bought a device that is configured for the US but you are using it in the UK you might have issues such as the device not detecting a hang up by a caller In these cases you will have to configure the Call Progress Tones for the VOIP Gateway For more information about this c
16. of Windows Networking It is recommended to read up on IP PBX s amp SIP For more information visit the IP PBX FAQ at http www 3cx com PBX IP PBX faq html Run set up 1 Download the latest version of 3CX Phone System from http www 3cx com ip pbx downloadlinks html Run set up by double clicking on the file 3CXPHONE SYSTEM3 EXE Click Next to start installation 2 You will be asked to review and approve the license agreement as well as to choose an installation location 3CX Phone System will need a minimum of approximately 50 MB of free hard disk space You will need to reserve additional space to store voice mail files 8 prompts 3 Set up will ask you how many digits you wish your extension numbers to be It will ask you for a preferred username and password which you will need to logon to the management console and manage the phone system Finally it will ask you for your mail server name and reply to address These settings are used to send email notifications to users of new voice mail 4 Click Install to start the installation of 3CX Phone System Setup will now copy all files and install the necessary Windows services Click Finish when ready After Set up has completed you can connect to the 3CX Phone System Management Console by clicking on the management console short cut in the 3CX Phone System program group To connect to the management console from a remote machine start a web browser and enter the n
17. the appropriate option using the numbers on his phone key pad Using this feature you can implement a menu for example for sales press 1 for support press 2 etc A digital receptionistis also known as an auto attendant You can configure different menu options and text for the menus based on which line the calls comes in as well as based on whether the call is received within or outside office hours This way you could have a different answer outside office hours and de activate menu options accordingly Recording a menu prompt Before you create your digital receptionist you must write down the menu options you wish to offer the caller think of a suitable text and record the announcement A simple example would be Welcome to Company XYZ for sales press 1 for support press 2 or stay on the line for an operator Note lt is generally recommended to put the number the user should press after the option i e for sales press 1 rather then press 1 for sales This is because the user will wait for the desired option and only then register what number to press Once you have devised the text you can create the prompt and save the file in wav or mp3 format For best performance it is best to save the prompt in PCM 8 kHz 16 bit Mono format Windows Sound Recorder supports creation and conversion of this format You can have 2 options for creating prompts 1 Record the prompt directly in Windows Sound Recorde
18. to enable voice mail for the extension user e Play Caller ID the voicemail system will play the number of the caller who left the voice message e Read out date time of message the voicemail system will play back the time of the voice message to be played e PIN number this pin number is used to protect the voice mailbox and is used by the user to access the mailbox The PIN number is also used as a password to logon to 3CX Call Assistant e Email options You can choose the following e mail options when a voice mail arrives o No email notification The system will not send any emails o Send email notification only This option will notify the user that there is a new voice mail However the e mail will not contain the voice mail the voice mail will have to be retrieved via the phone o Send vmail as attachment This option will send an email and attach the voice mail as a WAV file to the e mail It will still leave the voice mail in the voice mail box just in case you wish to pick up the voice mail via the phone by dialling 999 o Send as attachment and delete from mbox will send an email with the voice mail attached AND delete the voice mail from the voice mailbox on the 3CX server This avoids the user having to delete the voice mail from 2 locations e from the email inbox and from the 3CX voice mailbox Configure when calls should be sent to voice mail in the Destination Unreachable Forwarding sect
19. 3CX maintains an FAQ which includes answers to the most common problems If you have a problem please consult theFAQ first The FAQ can be found at http www 3cx com support index html Web Forum User to user support is available via our web forums The forum can be found at http www 3cx com forums Page 57 30X 3CX Phone System for Windows www 3cx com Request support via our support system If you have purchased a support package from 3CX you can contact the 3CX support department via the support system Login details would have been provided to you by email When requesting support include the Support info data 3CX Phone System can automatically generate a file which includes all relevant support information NO PASSWORDS TO PHONES OR VOIP PROVIDERS WILL BE INCLUDED The data will NOT be sent automatically You will be prompted for a location to save the data so you can check what data will be sent to us before you send it to us 3CX Admin Support Options Mozilla Firefox File Edit View History Bookmarks Tools Help dh 30 htip f192 168 1 44 5481 support phe gt lm house on the praneme Ey gt LS ese SCX BIEG with a software based PBX for Windows Bom Support Options HOME LOGOUT If you are experiencing difficulties please follow these steps Extensions Ensure you have reviewed the m y questions are covered in the manual You can download the latest Add manual from the support
20. 866 ON VP_nikotel Dialled 020880088 Transformed 20880088 ON PSTNGW_001 Dialled 022880088 Transformed 22880088 ON PSTNGW_001 Dialled 079880088 Transformed 79880088 ON PSTNGW_002 Dialled 099880088 Transformed 99880088 ON PSTNGW_002 Routing calls by dedicated line prefix example M 201 hternationalCalls VolP Provider Mikate F 202 Celular Cal 02 m PSTN Gateway PSTNGVY_001 03 LandLineCals PSTN Gateway PSTNGVY_002 a RENE nek ato xtensions C 01 InternationalCalls VolP Provider VP nikoter TT 02 CellularCalls 2 r PSTN Gateway GW_GXP4104 C 03 LandLineCalls 3 r PSTN Gateway Gu MN SP 5050 Screenshot 12 Outbound call rule example Instead of catching calls by prefix you can dedicate a prefix to a certain provider and use that prefix in order to route calls to a desired provider The prefix would need to be stripped before being routed to the provider In the above examples this is done with the r Transform mask Examples Dialled 100131588008840 Transformed 00131588008840 ON VP_nikotel Dialled 200131588008840 Transformed 00131588008840 ON GW_GXP4104 Page 35 AC 3CX Phone System for Windows www 3cx com 7 The Digital Receptionist Auto attendant Introduction The digital receptionist feature allows you to answer phone calls automatically using the computer and present the caller with a list of options The caller can then choose
21. General Settings 1 Caik3 e A E Backup and Restore 15 11 27 421 StratLink onHangUp CM104001 Call Ext 115 hung up call cause BYE reason SIP description User Hung Activate Licence Up System prompts How to Buy 15 11 19 218 Cailegimpt onConnected CM103001 Calk3 Created audio channel for Ext 1 15 192 168 1 21 14924 with third party 192 168 1 27 491681 G Find itie Next Previous Highightal 1 Match case Transferring data from 192 168 1 4 IECH Screenshot 6 3CX Phone System server status e Click on Phone System gt Server status to bring up the server status screen This screen shows the activity log of the server Often these messages can give you further information on what the problem is A detailed description how to understand the server status messages can be found in the support section of the 3CX website e Check your Firewall configuration Switch off the firewall temporarily to check if the problem is caused by the firewall Importing extensions If you need to create a large number of extensions it is handierto bulk import the extensions To do so follow these steps Page 25 SCH 3CX Phone System for Windows www 3cx com 1 Create a spreadsheet with columns for each field The latest list of fields can be found in the Import extensions screen 2 Now list all the extension numbers user names authentication ID and password and other optional fields on s
22. Rules Routing calls by destination prefix example This example illustrates how calls are routed to Gateways or providers according to dialled number prefixes CATE 7 Foreign_US Canada UKCalls 001 0044 VolP Provider VP voipbuster TT Foreign_GermanyCalls 0049 rr VolP Provider VP_nikoter C Local LandLineCalls 020 030 r PSTN Gateway PSTNGW 001 VW Local_CellularCalls 079 099 r PSTN Gateway PSTNGW 0027 Screenshot 11 Outbound call rule example Page 34 30X 3CX Phone System for Windows www 3cx com Here the first rule will catch numbers dialled with the 001 Canada amp US or 0044 UK prefix and place them Canada US or UK calls on the VP_voipbuster VoIP Provider line The second rule will place calls bound to 0049 Germany with additional 0 on the VP_nikotel VoIP Provider line The number will be stripped of its leading Os This is useful since Nikotel works without the 00s in the dialled number s prefix The third rule in the example catches all calls with that start with a number that start with 020 to 030 i e 020 021 022 023 024 025 026 027 028 029 030 the calls are then placed to the PSTNGW_001 Gateway The number will be stripped of its leading 0 The forth rule catches only numbers with 079 or 099 and places them on the second gateway Examples Dialled 00131588008840 Transformed same ON VP_voipbuster Dialled 0049588008866 Transformed 49588008
23. Specify the virtual extension number of the ring group in the list box e Forward to Queue Specify the virtual extension number of the Queue in the list box e Forward to Digital Receptionist Specify the virtual extension number of the digital receptionist in the list box e Forward to Outside 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 The Forward all calls option is used when a user is temporarily out of the office for example on holiday 5 Configure other options Page 22 SCH 3CX Phone System for Windows www 3cx com e Extension is external If this extension is located outside the firewall or on another subnet specify that the extension is external In this case the extension will be treated in much the same way as a call via a VOIP provider e Its possible to change the user status and queue status these settings correspond to the settings in 3CX Call Assistant e SIP User ID If you wish to allow people to reach you from any SIP phone in the world using a friendly name such as sarahjones mycompany com enter your SIP ID here SIP User ID requires additional DNS configuration Once you have filled out all necessary fields click on the OK button to create the new extension Configuring the SIP phones After you have created the extension a summary page will appear which shows the information that you need to
24. a call queue answer calls Calls do not go unanswered but are queued until an agent is available to take the call For example you can define a group of 3 sales people and have the general sales number route to a sales call queue If all 3 sales people are busy callers will be kept on hold until the next sales person is free When you create a call queue you also assign ita virtual extension number This will be the number used by the phone system to address the Call Queue 3CX Call Queues Mozilla Firefox File Edit View History Bookmarks Tools Help del icio us breakfree with a software based PBX for Windows b Phone System gt Add Call Queue HOME LOGOUT Line Status Call Queues allow calls to be queued whilst agents members of a call queue answer calls More Server Status Extensions General Add Manage Enter the Call Queue configuration settings More b Lines Virtual Extension number Can not be in use as 8031 Add PSTN extension E Add VOIP EE Add DID Name Sales Queue Manage Ring Timeout seconds 1 5 Outbound Rules Add Rule Manage Call Queue Agents Digital Receptionist Add Manage d Select which extensions will be agents for this Call Queue More Extensions Members ____ gt Advanced 100 SS 102 103 Add Ring Group Add Call Queue Up Manage p Cam b Reports Call Reports Call Logs d General Admin Credentials General Setti
25. account An analog line supports 1 call a BRI port supports 2 calls an E1 PRI 30 and a T1 PRI 23 For example if you specify 1 T1 port it will create one SIP account which can handle up to 23 lines If you wish to have each line individually addressed simply select 23 Analog lines The other options such as Registration Settings Other options etc have been preconfigured for your gateway model and do not need to be changed Click Next to go to the next screen Page 28 SC 3CX Phone System for Windows J 3CX PSTN VoIP Trunks Create lines Mozilla Firefox File Edit View History Bookmarks Tools Help del icio us Phone System Line Status Server Status Extensions Add breakfree with a software based PBX for Windows gt Add VoIP Lines Create lines HOME LOGOUT The following lines will be created in the Manage Lines screen You can edit the line number and authentication settings before they are created Note that the External Line number is used for identification purposes and the internal line number is used by 3CX Phone System to address the line connected to the port on the YOIP Gateway Therefore the Internal Line Number range should be different fromthe extension number range You can configure to which extension incoming calls should be routed based on whether they are inside or outside office hours inbound route www 3cx com Manage Virtual Authenticatio Inbound Route ler Authentication ID
26. ame of the machine on which 3CX Phone System is installed followed by port 5481 For example http phone system 5481 Page 15 30X 3CX Phone System for Windows www 3cx com Note If running Windows XP Service Pack 2 with Windows Firewall enabled after installation Windows XP will request confirmation to continue blocking Apache HTTP Server and 3CX PBX server Click the Unblock button on this dialog Activating 3CX Phone System If you have purchased a Small Business Pro or Enterprise version then you can activate your license by going to the General gt Activate License page in the 3CX Management Console 2 3CX Activate Mozilla Firefox File Edit View History Bookmarks Tools Help it a http 192 168 1 44 548 1 activate php Phone System Extensions Add Manage Lines Add PSTN Add VOIP Manage Outbound Rules breakfree with a software based PBX for Windows gt Activate 3CX Phone System H you have upgraded from the free version enter your icense key below Mor Product details Product Version Number Support Maintenance Number of extensions Number of lines License key HOME LOGOUT Add Rule Manage gt Digital Receptionist Ucense key License key Advanced Customer details Company Manage Contact Name Reports Call orts E mail Telephone General Country select your country Activate Screenshot 2 Activating your licen
27. ange Server 2007 to run on a different port specify the port you used Click OK From now onwards the Retrieve voice mail extension 999 will be redirected to the Exchange server Menu All Voice mail messages will be stored in Exchange System prompts System prompts are messages played to the caller by the phone system for standard situations within the voice mail and digital receptionist menus For example when the caller has listened to all his voice mail messages the system will play a system prompt that tells the caller that there are no more messages 3CX Phone System ships with a default set of English system prompts To modify the System Prompts go to the General gt System Prompts page You can download prompts for other languages by clicking on the Check for more prompt sets button this will check if additional prompt sets are available and download them for you You can also re record the system prompts yourself if you prefer You can copy an entire prompts set and make changes to particular system prompts whilst keeping a backup of the original set To do this simply click Create Copy and enter a new name for the prompts set In the prompts section all system prompts are listed with their particular meaning and a path to the file You can replace a particular file simply by recording the new prompt and then selecting the new prompt using the Browse button Backup and Restore 3CX Phone System i
28. bers routed via a VOIP Gateway Since your VOIP Gateway will be located on your internal network calls via the VOIP gateway are considered internal calls Ports to use for external calls This section allows you to configure which ports will be used for external calls via a VoIP provider The range you specify here must be opened on your firewall For more information see the section Firewall configuration in Chapter 2 Voicemail settings The voice mail settings section allows you to configure an SMTP mail server and a reply to address This is needed in order for 3CX Phone System to send out email notifications when a new voice mail arrives for a user Optionally 3CX Phone System can attach the voice mail as a wav file Specify the SMTP server name or IP address and a reply to Page 53 SCH 3CX Phone System for Windows www 3cx com address to be used as the sender name lf your SMTP server requires authentication enter a user name and password to use Special Voice Menu Extension Number This is the number to dial for the retrieval of Voicemail The user will be prompted to dial his extension number and pin number before obtaining access to his Voicemail STUN Server Options You can specify a STUN server to use for external IP address resolution You can optionally specify a custom port The default port number is 3478 You may also adjust the interval between one check and another The default interval is 1200 seconds 20 min
29. d assigned by the VoIP Provider Gateway and then adjusting the DID line number accordingly In section Source select the Gateway or Provider which provides the DID number i e from which the call will originate This field is optional but adds a level of security since otherwise 3CX Phone System will accept calls to that DID number from any source If you are not using a VOIP provider but only a VOIP Gateway you could leave this field unchecked In the next section you can specify where calls to this DID line should be routed to Route inbound calls in office hours Page 42 SCH 3CX Phone System for Windows www 3cx com This section allows you to specify how an inbound call should be routed during office hours You can choose to route inbound calls to a Digital receptionist Select the digital receptionist from the drop down list of configured digital receptionists note that digital receptionists are not available in the beta version Extension Select the extension from the drop down list of available extensions Ring group Select the ring group from the list of available ring groups Queue Select the queue from the drop down list of available queues Enterprise edition Route inbound calls out of office hours You can specify that an incoming call is routed differently if it is received outside office hours You can select from the same routing options Click on the Specify Office Hours button to define you
30. der 31 Wee le ein PER RE EE OE eebe OE MK 31 Step 1 Create an account with a VOIP Provider 31 Step 2 Add the VoIP provider account in 3CX Phone System ee se ee ee ee ee Re ee ee 31 6 Creating Outbound Call Rules nenne lee a ee 33 uge ele EE EE EE 33 Creating an Outbound callrule na ters 33 Manage outbound call rules sr EE EE SEG teste dau as 34 Examples of Outbound Rules see ese ae 34 Routing calls by destination prefix example se ee ee ee ee ee AR ee Re ee ee ge ee ee 34 Routing calls by dedicated line prefix example ee see se ee Re AR Re ee AR Re ee AR Be Ak AR ee ER ee ee 35 7 The Digital Receptionist Autoattendant ae 37 freie LEE 37 Recording a menu prompt EE 37 Recording the prompt in Windows Sound Hecorder iese ee ee ee Ge ERA AR Re ee 37 Creating a prompt using Text to Gpeech ee de ee RA ER Re ee ee RA AR Re AG ee ee 38 Creating a digitaliee plionisI EE 38 Allowing callers to dial a known extension directly se ee ee ee Re ee ee ee ee be ee 39 8 Adding Direct numbers using DID DDIlines ese ee se ee se AR Be AR Re AR Be AR ee ER ee ee ee ee ee 41 A EE N EL AA OE MA 41 DID numbers and 3CX Phone System How work 41 Adding a DID INE coi be 41 Troubleshooting DID lines sies ve EER a a ti ec 43 9 Ring groups amp GallQuelss unsere ea en 45 A TEE EEE EE EEA si tiaresaetGhncsenadmten cetntees 45 Call Queues Enterprise edition only ee RA AR ee ee RA AR Re ee ee RA ee Re ee ee ee 46 10 Ge
31. e selected configuration option The first time you start up the management console it will show you a screen with the steps you still need to perform to get 3CX Phone System up and running The second time you start up the Management console after you have created the extensions it will display the line status of all extensions and external lines Adding Extensions To add an extension click Add in the Extensions section This will bring up the Add Extension Page Page 19 3CX 3CX Phone System for Windows J 3CX Add Extension Mozilla Firefox Eile Edit View History Bookmarks Tools Help del icio us 3CX ar w TAG ax http 192 168 1 44 5461juser extension info php gt Phone System Line Status Server Status Extensions Add Manage gt Lines Add PSTN Add VOIP Add DID Manage gt Outbound Rules Add Rule Manage gt Digital Receptionist Add Manage www 3cx com EER breakfree F with a software based PBX for Windows gt Add Extension Create an extension on 3CX Phone System by completing the form below More HOME LOGOUT f User Information E Specify extension number name and email address for voicemail notifcations More Extension number 0 First Name Sarah Last Name William Email address sarah williams company com Authentication e ID amp Password fields must match the ID amp Password set on the SIP phone More
32. ed use a supported VOIP provider Note that Skype has a proprietary protocol and is therefore currently not supported Step 2 Add the VoIP provider account in 3CX Phone System After you have created the VOIP provider account you will need to configure the account in 3CX Phone System To do this 1 In the 3CX Phone Management console click on the Add VoIP link in the Lines section in the left hand menu 2 Inthe name field enter a friendly name for this VOIP provider account and choose the VOIP provider that you are using If it is not listed select Generic In that case we will not able to guarantee that it will work with this VOIP provider Now click Next Page 31 30X 3CX Phone System for Windows www 3cx com 3CX Add VoIP Provider Mozilla Firefox Eile Edit View History Bookmarks Tools Help del icio us 3CX BEE with a software based PBX for Windows gt Phone System Add VOIP Provider HOME LOGOUT Line Status You can use any YOIP SIP Provider to make amp receive calls via the internet More Server Status P Extensions VoIP Provider MyYOIPprovider Add EM This is an extended info section page voip help read more gt Manage Lines Registrar Proxy Hostname or IP Add PSTN Registrar Proxy Port 5060 Add VOIP Outbound Proxy Port default is lo Add DID Qutbound Proxy Hostname or IP 5080 Manage gt Outbound Rules STUN server Hostname or IP STUN server Por
33. ee Ge ERA AR Re ee ee ee RA AR Re ee ee 15 SV SIS MSC UI SMS Sai alta 15 Pe SO Go EE 15 Activating 3CX Phone System ees ee ee ee ee ee Ge AR Re ee ee ee ee GRA AR Re ee ee Re ee ee AR Re ee ee ee ee ee ee 16 Firewall COnfiQUIALION AE EO ROK ee a E 16 3CX Phone System behind a NAT Trewal A 17 Firewall installed on the 3CX Phone System machine 17 Installing the 3CX Call Assistant nee 18 The 3CX Call Assistant User manual geet 20a 18 3 Creating EXTENSIONS O MG DO ED Dee gees 19 o TOT EE 19 Add ede SEE ER EA RE OE 19 CONMGUEING ie SIP phones 216 0 EE ER ER NEE Ee EE VG EE 23 Testing volt e EN RE EE lan 23 1 Check Phone System status with the status monttor ee ee ee ee ee ER Re ee ER Re ee ee Re ee ee 24 2 Place a call to another extensiON ee se ee ee ee AE Re ee AE Be AR Re AR Be AE Be AR ee AR ee Ee ea 25 3 Troublesh66lingitips ii EE ee EEN ee 25 ImBorting extensiohsz 2 e HE ER EA EE OE EL 25 4 Adding PSTN lirie s via a VOIP Gateway eke esse Ee Re ei ae ee eel es ane DEE ER ee gees 27 feele 27 What is Bel EE ETA N EE 27 VOIP Gateway configuration OVervieW esse ese ee ee se ee ee AR RA ee Ge ee GRA RR de ee ee ee ee rca 27 Step1 Create the PSTN lines in the 3CX Phone System ee ee se ee RA Re Re ee ee 27 Step 2 Configure the VoIP gateway esse ee ee ee ee ER AR Re ee ee Ge ee RA AR Re ee ee ee RA AR Re ee ee ee 30 Generating a configuration EU 30 Configuring nl 30 5 Adding lines hosted by a VOIP Provi
34. eparate lines After you have entered all the desired extensions save the file as a CSV Comma Delimited file 4 In the 3CX Phone System Management Console go to the Manage page under the Extensions section Click on the Import Extensions icon to load up the Import extensions page Click Browse and select the file previously created Click on the Import button to import and create the extensions Page 26 SCH 3CX Phone System for Windows www 3cx com 4 Adding PSTN line s via a VOIP Gateway Introduction External calls are received and made on PSTN phone lines A traditional PBX requires you to connect the PSTN lines to the PBX hardware box however in the case of 3CX Phone System you have more options e Connect PSTN lines physical phone lines to a VolP Gateway situated on your internal network e Use a hosted phone line from a VOIP Service Provider In this case the VOIP service provider has connected external lines to a VOIP Gateway and allows you to access these lines via your internet connection To make amp receive external phone calls via your regular phone lines you will have to buy and configure a VolP gateway This chapter explains VolP Gateways and how to configure them What is a VolP Gateway A VolP gateway is a device which converts telephony traffic into data so that it can be transmitted over a computernetwork In this manner PSTN telephone lines are conver
35. er SIP Phono sip user domain Internet 1 vg _ PSTN a A router VolP Gatow ay ed j Wetwor Lef J USB Phone A IP Phone Figure 1 VOIP Phone System Overview The image illustrates how an IP PBX integrates on the network and how it uses the PSTN or Internet to connect calls For more information about how an IP PBX works visit the IP PBX FAQ at http www 3cx com PBX IP PBX faq html SIP phones A VOIP phone system requires the use of SIP phones These phones are based on the Session Initiation Protocol SIP an industry standard to which all modern IP PBXs adhere The SIP protocol defines how calls should be established and is specified in REC 3261 Because of SIP it is possible to mix and match IP PBX software phones and gateways This protects your investment in the phone hardware SIP phones are available in several versions types Page 11 30X 3CX Phone System for Windows www 3cx com Software based SIP phones 3CX Phone ile ES Program Options Heb Aa Er e mm kel Legeoek EA Phonebook Messages EE Contiguraton d Statics Humber De Duaien Case Y sp 22009127 0 0 1 Screenshot 1 A SIP software phone A software based SIP phone is a program which makes use of your computers microphone and speakers or an attached headset to allow you to make or receive calls Examples of SIP phones are SJPhone from SJlabs X Lite from Counterpath or 3CX VolP Phone fo
36. er of calls per month o Number of call minutes per month o Number of outbound calls o Number of outbound call minutes per month Page 49 IC O O 3CX Phone System for Windows www 3cx com Number of inbound calls per month Number of inbound call minutes per month Number of calls per extension Number of call minutes per extension Number of calls per ring group Number of call minutes per ring group Number of calls per gateway provider Number of call minutes per gateway provider 3 Now select for which months you want the report 4 Click Build report to generate the report Analyzing the call logs If you need to look at the individual calls for example to find times and destinations of particular calls or to see the call traffic for a particular extension use the Call log feature To create a report using the call log feature 1 In the 3CX Phone Management console click on the Call Logs link in the left hand menu The Call Logs screen appears 2 3X Call logs Windows Internet Explorer ll x Go pex http fpbx 3cx test 548 1 call_log php lies cooge Pd File Edit View Favorites Tools Help WR Be soe SCH Calllogs breakfree 6 Call logs HOME LOGOUT Phone System Line Status Server Status Reporting system gives you a way to build several informative and useful reports gt Extensions Filter parameters Add
37. ext box To make calls via this provider precede the number to be dialled with this prefix Page 32 3CX Phone System for Windows www 3cx com IC 6 Creating Outbound Call Rules Introduction An outbound rule defines on which line gateway provider an outbound call should be placed based on who is making a call and who he she is calling Creating an outbound call rule 3CX Outbound Call Rule Mozilla Firefox File Edit View History Bookmarks Tools Help del icio us 3CX b Phone System Line Status Server Status Extensions Add Manage Lines Add PSTN Add VOIP Add DID Manage gt Outbound Rules Add Rule Manage Digital Receptionist Add Manage gt Advanced Add Ring Group Add Call Queue Manage b Reports Call Reports Call Logs General Admin Credentials General Settings Backup and Restore Activate Licence System prompts How to Buy Support breakfree with a software based PBX for Windows Add Outbound Call Rule Outbound Call Rules allow you to define which PSTN line s or YOIP provider outbound calls should be placed on HOME LOGOUT General Rule Name Defaull Apply this rule to 7 Define to which calls this rule must be applied This can be based on the number being dialed or the extension which is making the call More Calls to Numbers starting with g Calls from extension s Make outbound calls on
38. he PSTN gateway Now choose the gateway model that you are using from the list If it is not listed select generic Note that we will not be able to support you in using this gateway Now click Next Enter the host name or IP of the VOIP Gateway in the Gateway Hostname or IP field and specify the SIP Port on which the gateway is operating By default this is 5060 www 3cx com 3CX Gateway Configuration Mozilla Firefox Eile Edit Wiew History Bookmarks Tools Help del icio us 3CX REICH with a software based PBX for Windows b Phone System Line Status Server Status Extensions Add Manage Lines Add PSTN Add VOIP Add DID Manage Outbound Rules Add Rule Manage Digital Receptionist Add Manage gt Advanced gt VoIP Gateway Configuration Define gateway properties here HOME LOGOUT YOIP Gateway Patton Smartnode Gateway Hostname or IP Gateway Port default is 5060 Number of physical lines Type Registration settings gt gt gt 1192168110 5060 Analog Y Gateway capabilities gt gt gt Location of destination number gt gt gt Other options gt gt gt lt Back Next gt Screenshot 7 Add VOIP Gateway 4 Specify the number of ports that the gateway supports and whether you are using Analog lines BRI PRI or T1 lines This will set up one account for each port and enable the corresponding number of lines for that
39. ify a custom introduction prompt and a custom music on hold file You can also decide whether you wish to announce a caller s position in the queue and what the maximum wait time should be Page 47 30X 3CX Phone System for Windows www 3cx com 10 Generating Call Reports Introduction to reports The reports feature allows you to analyze your call traffic You can generate reports on your Call traffic using the call reports feature or analyze the logs directly using the call logs feature Using this feature it is also possible to export the call data in CSV format so you can import them into a spreadsheet or database program for further analysis Creating a report To create a report 1 In the 3CX Phone Management console click on the Call Reports link in the left hand menu The Call Reports screen appears 3CX Call reports Mozilla Firefox Ele Edit yew History Bookmarks Tools tiep Qh AE gt Phone System gt Call reports HOME LOGOUT Une Sistas Cal reports alow you to get detaded statistics about your call traffic Server Status Extensions Number of calis per morth May 2007 E June 2007 EN e Build report Outbound Rules Add Rule Manage Number of calls per month gt Digital Receptionist dd Next Previous Highlight all 7 Match case Screenshot 18 Number of Calls Report 2 Now select the type of report type you want You can select from the following reports o Numb
40. ine tune your phone system Proprietary phone systems often have difficult to use interfaces which are designed so that only the phone system installers can use it effectively Call cost reduction You can save substantially by using a VOIP service provider for long distance or international calls Easily connect phone systems between offices branches via the Internet or WAN and make free phone calls No need for separate phone wiring use computer network A VOIP phone system allows you to connect hardware phones directly to a standard computer network port which it can share with the adjacent computer Software phones can be installed directly onto the PC This means that you do not need to install 8 Page 9 SCH 3CX Phone System for Windows www 3cx com maintain a separate wiring network for the phone system giving you much greater flexibility to add users extensions If you are moving into an office and have not yet installed phone wiring you can save significantly by just installing a computer network No vendor lock in VOIP phone systems are open standard all modern IP PBX systems use SIP as a protocol This means that you can use almost any SIP VOIP phone or VOIP gateway hardware In contrast a proprietary phone system often requires proprietary phones designed specifically for that phone system and proprietary expansion modules to add features and lines Scaleable Proprietary systems are easy to outgrow Adding more ph
41. ion of the extension Calls can be sent to voice mail when an extension is busy a call remains unanswered or when an extension is unregistered Page 21 AC 3CX Phone System for Windows www 3cx com No Answer Phone busy Phone Unregistered Forward All Calls w Configure behavior if no one ans wers this extension More gt No Answer After seconds 15 Continue Ringing End Call Forward to Voice Mail O Forward to Extension 999 v ardto Ring G ard to Digital Receptionist O Forward to Outside Number Screenshot 4 Destination unreachable configuration 4 Destination Unreachable Call forwarding You can configure per extension what the phone system should do if the extension does not answer the call is busy or is unregistered In the case of No Answer you have to specify the time in seconds that you want the system to wait In the case of busy you 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 You have the following re direction options e Continue ringing the system will do nothing e End Call e Forward to voice mail e Forward to extension Specify the extension to forward to in the list box e Forward to ring group
42. ll costs and call traffic Better overview of current system status and calls Proprietary systems often require expensive system phones to get an idea what is going on in your phone system Even then status information is cryptic at best With VOIP systems you can define which users can see phone system status graphically via a web browser Allow users to hot plug their phone anywhere in the office Users simply take their phone plug it into the nearest Ethernet port and they keep their existing number Allows easy roaming of users Calls can be diverted anywhere in the world because of the SIP protocol characteristics Page 10 30X 3CX Phone System for Windows www 3cx com For more information about the benefits of an IP PBX visit the IP PBX FAQ at http www 3cx com PBX IP PBX faq html How an IP Phone system works A VOIP Phone System also referred to as an IP PBX consists of one or more SIP standard based phones an IP PBX server and optionally a VOIP Gateway The IP PBX server is similar to a proxy server SIP clients being either soft phones or hardware based phones register with the IP PBX server and when they wish to make a call they ask the IP PBXto establish the connection The IP PBX has a directory of all phones users and their corresponding sip address and thus is able to connect an internal call or route an external call via either a VOIP gateway or a VOIP service provider MP E PSTN aap VoIP Provid
43. ncludes a convenient backup and restore function that allows you to create a complete backup of your phone system configuration to a file To restore phone system data locate the backup of the phone system data and click Restore Note that the current configuration will be OVERWRITTEN with the backup data and any changes that you have made since performing the backup will be lost Page 56 AC 3CX Phone System for Windows www 3cx com 12 Troubleshooting Introduction If you have problems configuring 3CX Phone System you can access the following sources of information for help e The manual most issues can be solved by reading the manual e The 3CX FAQ http www 3cx com support index html e The Phone configuration guides http www 3cx com sip phones index html e The Gateway configuration guides http www 3cx com voip gateways index html e The Support forum http www 3cx com forums e Our support system Manual The manual describes the installation process in detail Many of the questions we receive in support are clearly documented in the manual You can always find the latest version of the manual here http www 3cx com support index html Configuration guides Be sure to follow the configuration guides for your gateway or sip phone e SIP Phone configuration guides http www 3cx com sip phones index html e VOIP Gateway configuration guides http www 3cx com voip gateways index html FAQ
44. nerating Call Report ses ee se ee ERA AA Re ee Ge ee ERA AR RA ee ee ee ERA AR Re de ee Ge ee ERA AR Re Age 49 Introd ctionto ORD Sr ee ee De een GE DE RE eher 49 EIER report EE 49 Analyzing the Call OG ME EE EE a OE EO EE NG 50 11 General configuration EE 53 MiIrodusti n nee ea RE OE EE eneates 53 A ee E ES 53 EE EE Te 53 oe AN EE EE EE ER EE ER ER RR ness 53 Ports to use for internal calls aca ee GE RE ee ee 53 Ports to use Tor external alle se ge Ek ae 53 Mee Slk uie EE ee elle 53 STUN Server Options ius dia 54 Settings f r diteetslP alles ss BE EE DS o olla 54 Eogging KE EE 54 Configuring office OMS Si eo SE DR eege 54 DUIS ere ep EE EE EE N Ed ee OE 55 Exchange 2007 Unified Messaging Integration ee ee ee ee ee ee ee Re ee ee Ge ee ee nn 55 System BEOMDIE osse eet 56 Backup Ener 56 12 Troubleshooting DEE 57 IHtr dUeliOn a2 ta EE ER RE eier 57 EIE MR TO RI N aR 57 Config ration guldes sn N ai 57 e EE RE RE OE EE HE 57 Web ae di AAS OE EE EA EE OE 57 Request support via our support systeM sesse sees ee es se ee ee se ee ee Ge ee AE Be ee AR Re ee AR Be ee AR Be ee ee ee ee 58 AC 3CX Phone System for Windows www 3cx com 1 Introduction to 3CX Phone System for Windows What is 3CX Phone System for Windows 3CX Phone System is a software based IP PBX that replaces a traditional PBX and delivers employees the ability to make receive and transfer calls The IP PBX supports all traditional PBX fea
45. ngs Backup and Restore Other Options gt gt gt Activate Licence System prompts OK Cancel How to Buy Support Destination if no answer gt gt gt Screenshot 17 Adding a Call Queue Page 46 SCH 3CX Phone System for Windows www 3cx com To add a Call Queue 1 Click on the Advanced gt Add Call Queue link to bring up the Add Call Queue page 2 Now enter the call queue options e Virtual extension number Specify an extension number which will be reserved for this ring group Note that this extension number will be automatically created Do not specify an existing extension number e Name Enter a friendly name for the ring group e Ringtime Indicate the time out Le for how long the phone should keep ringing before it considers the call unanswered by that agent 3 In the section Call Queue agents specify the extensions that should be part of this Call queue Simply click on the extensions and click on the gt to make them a member Move the extensions up or down to configure the priority of an extension In addition to being a member an extension user must also login to start answering calls routed to this call queue Users can login to a call queue using the login button in Call Assistant 4 In the section Destination if no answer you can define what should happen if the call does not get answered by the Call queue 5 In the section Other options you can spec
46. nnected 192 168 1 2148762 Add DID Manage 15 12 01 312 StratinOut on Connected CM104005 Cap Setup completed for cal trom Ext 115 to Ext 116 CM103001 Calk8 Created audio channel for Ext 115 192 168 12 148762 with third party gt Outbound Rules 15 12 01 312 Calllegimpt onConnected 192 168 1 27 49172 Add Rule Manage 15 11 57 499 CaliConf onProvisional CM103003 Calk6 Ext 116 is ringing Digital 15 11 57 109 CalConf onincoming CM103002 Call Incoming call from 115 Ext 115 to sp 116 192 168 1 44 Receptionist Add 15 11 51 109 StratinOut onHangUp Manage CM104007 CalkS Cal from Ext 116 to 115 has been terminated cause CANCEL from 192 168 1 27 15 11 49780 CalConf onProvisional CM103003 Calk5 Ext 115 is ringing Advanced Add Ring Group 15 11 49 530 CalCont onincoming C1103002 CalkS Incoming call from 118 Ext 116 to sip 115 192 168 1 44 Ad C eye M e Ke 15 11 47 390 ServRegs onAdd CM113002 Registered Ext 116 15 11 38 093 ServRegsonRemove CM113003 Unregistered Ext 118 gt Reports Lei l ME ES Call Reports 8 CM003002 Calk4 Destination not available for call from sip 115 192 168 1 44 to Katies 15 1131 421 CaiConf onincoming GE gt General 15 11 31 421 CalConf Rejected CM103005 Calk4 is rejected Destination does not exist or is not registered Admin Credentials 15 11 31 390 CalConf onincoming CM103002 Caik4 incoming call from 115 Ext 115 to sip 116 192 168 1 44
47. number e the intended destination to be in the To field of the SIP invite request Most VOIP providers and VOIP Gateways will do this by default If your VOIP Provider and VOIP Gateway do this by default all you need to do in the 3CX Management Console is setup a DID Line which is akin to an inbound rule to configure calls made to that particular DID number to go to a particular extension digital receptionist or other destination Adding a DID line To add a DID line to 3CX phone System 1 In the 3CX Phone Management console click on the Add DID link in the left hand menu The DID DDI configuration screen appears Page 41 30X 3CX Phone System for Windows www 3cx com 1 4 2 3CX Add DID DD Number Mozilla Firefox Elle Edit View History Bookmarks Tools Help a xx http 192 168 1 44 548 1 did_configuration php gt es E 3CX RIENG with a software based PBX for Windows Phone System gt Add DID DDI Number DID OD lines are virtual lines associated with a range of physical lines or voip provider lines More Extensions DID DDI number Add Manage 9 Enter the DID line number 3CX Phone System will look for this string in the SIP to field starting at the end of the string M DID DD number mask 88888888 Source r For added security you can force thatthe DD number configured originates from a particular VOIP Gateway or VOP provider Select d l y pi Outbound Rules d Anywhere if
48. o 10400 Line N 22440131 ei 10201 Line N 22440142 o 10000 Line N 22440111 Status Registered idle Admin Credentials Status Registered idle General Settings Backup and Restore LI Status Renisteren idle Waiting For http 10 172 0 2 5481 status php laa a fia 10200 Line N 22440141 Status Renisterad idle EI a 6 Internet 100 gt 4 Screenshot 5 The Status monitor www 3cx com Load up the 3CX Phone System Management console and click on Phone System gt Line Status This is the default page Check that all extensions are listed and are On Hook The status monitor shows the status of your extensions and any external lines It is the default screen when you load up the management console after having configured the extensions The following states are displayed Not registered The extension has been created however the phone has not registered itself with the system This could be because the device is off or because the SIP credentials are incorrect Another cause could be that you have a firewall enabled on the machine running 3CX Phone System and that it is blocking communications between the server and the phone Registered idle The extension is registered and ready for phone calls Calling The extension is dialling a number Ringing The extension is ringing Connected The extension is currently on a call Holding The extension has placed a call on hold
49. one lines or extensions often requires expensive hardware upgrades In some cases you need an entirely new phone system Not so with a VOIP phone system a standard computer can easily handle a large number of phone lines and extensions just add more phones to your network to expand Better customer service amp productivity Because calls are computer based itis much easier for developers to integrate with business applications For example an incoming call can automatically bring up the customer record of the caller dramatically improving customer service and cutting cost Outbound calls can be placed directly from Outlook removing the need for the user to type in the phone number Software based Phones are easier to use lt is often difficult to use advanced phone system features such as conferencing on proprietary phones Not so with software based SIP phones all features are easily performed from a user friendly windows GUI More features included as standard Because a VOIP phone system is software based it is easier for developers to improve feature sets and performance Therefore most VOIP phone systems come with a rich feature set including auto attendant voice mail call queuing and more These options are often very expensive in proprietary systems Better control via better reporting VOIP settings store inbound and outbound call information in a database on your server allowing for much more powerful reporting of ca
50. onsultthe VOIP Gateway supplier and manual Page 30 SCH 3CX Phone System for Windows www 3cx com 5 Adding lines hosted by a VOIP Provider Introduction VOIP providers host phone lines they can assign local numbers in one or more cities or countries and route these to your phone system In addition VOIP providers are often able to give better call rates because they have an international network or have negotiated better rates Therefore using VOIP providers can reduce call costs However be aware that each VOIP call requires bandwidth VOIP is real time so it does place a demand on your internet connection As a rule of thumb each call will consume approximately 25k 64k per second depending on which codec you use This chapter describes with which VOIP providers you can set up an account and how to configure 3CX Phone System accordingly Step 1 Create an account with a VOIP Provider To add a VOIP line you need to have an account with a quality VOIP service provider 3CX Phone System supports most popular SIP based VOIP service providers and we recommend using one that has been tested by 3CX You can find the latest list of supported VOIP providers at http www 3cx com support voip providers html Note that you can use any SIP based provider but we will not be able to support you in the configuration of the VOIP provider nor can we guarantee that it will work Therefore unless for your country no VOIP provider is list
51. ormat Click on Export to CSV to export the report to a CSV file Comma Separated Values This file can then be imported in Microsoft Excel or other products for further analysis Click on Print Report to print the report directly Page 51 AC 3CX Phone System for Windows www 3cx com 11 General configuration Introduction This chapter describes general configuration options of 3CX Phone System Admin credentials To access the 3CX Management console a user requires credentials You specified these credentials during set up You can change these credentials as follows 1 Click on General gt Administrator credentials to bring up the Admin credentials page 2 Now enter the new Administrator ID and password Re enter the password in the section Confirm Administrator Password 3 Click OK to change the user ID and or password At the next logon to the Management console you will have to specify the new ID and password General Settings The general settings page allows you to configure a number of important options including the ports range to be used by 3CX Phone System SIP Port You can customise the port on which the 3CX Phone System will be listening for SIP messages The default port number is 5060 Ports to use for internal calls In this section you can enter the ports that will be used by 3CX Phone System for internal calls These ports will be used for calls between extensions and to external num
52. r 2 Use a text to speech program or website to create the prompt Recording the prompt in Windows Sound Recorder To record the prompt in Windows Sound Recorder 1 Start Windows Sound Recorder from the Start gt Programs gt Accessories gt Entertainment group This program should be installed by default on Windows Page 37 AC 3CX Phone System for Windows www 3cx com File Edit Effects Help Position Screenshot 13 Windows Sound Recorder 2 Now click the record button to record your system prompt 3 Enter a name for the prompt and save the prompt When creating a digital receptionist menu you will be asked for the path to the file Creating a prompt using Text to Speech You can also create a prompt using a text to speech utility There are several good text to speech utilities You can either download a program such as Balabolka http www cross plus a com balabolka htm or you can use an online text to speech converter for example http www research att com ttsweb tts demo php You can purchase text to speech libraries for particular voices or languages at http www nextup com You can also have voice prompts professionally recorded using a Voice Talent studio Creating a digital receptionist You can create multiple digital receptionists and link them to a particular line To create a digital receptionist 1 In the 3CX Phone Management console click on the Add Receptionist link in the left hand men
53. r Windows Hardware SIP Phones Figure 2 A hardware sip phone A hardware based SIP phone looks like and behaves like a normal phone It s actually a mini computer that connects directly to the computer network Because they have an integrated mini hub they can share a network connection point with a computer eliminating the need for an additional network point for the phone Examples of hardware SIP phones are GrandStream GXP 2000 or CISCO 7940 Page 12 AC 3CX Phone System for Windows www 3cx com Analogue phones using an ATA adapter Figure 3 An ATA adapter If you want to use your current phone with the VOIP phone system you can use an ATA adapter An ATA adapter allows you to plug in the Ethernet network jack into the adapter and then plug the phone into the adapter This way your old regular phone will appear to the VOIP phone system software as a SIP phone 3CX Phone System components 3CX Phone System consists of the following components e The SIP server service this is a Windows service that sets up the calls using the SIP protocol It performs the PBX functions such as call routing call transfer and so on e A Media server service this is a Windows service that performs call streaming i e the actual audio conversation e A Management Console to allow for web based configuration of the phone system 3CX Phone System includes Apache web server which is fast scalable and secure e A database se
54. r office opening hours Troubleshooting DID lines If you have created DID lines but calls are not being forwarded its best to do the following 1 Go to the Server Status screen in the 3CX management Console The Server Status screen lists current server activity and logs calls that are being received and for which number they were received Call the DID number that you configured and monitor the Server Status log You will see a line appearing something like Incoming call from 1000 to lt sip 78945612303CXPhone 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 3CXPhone System is the content of the To header of the INVITE i e the intended recipient Now analyze the To header carefully and ensure thatthe DID number you have dialled is present in the To header lt sip 789456123 3CXPhone System gt If the DID number is not present in the To header you will have to check the documentation of your VOIP Gateway to find how you can configure it to insert the DID number into the To field In the case of a VOIP Provider contact your VOIP provider for more information Ifthe DID number is present in the To header check whether the string listed in the To field matches the string you configured in the rule Adjust accordingly and try again Page 43 3CX Phone System for Windows www 3cx com
55. rt ranges are the default ports in 3CX Phone System You can adjust these ports from the Managementconsole Page 17 AC 3CX Phone System for Windows www 3cx com Installing the 3CX Call Assistant The Call Assistant is a small windows application that allows users to manage their extension and calls from their desktop Users can see the extension numbers of other users and whether they are available to take calls The Call Assistant application is phone independent enabling you to use your favourite SIP hardware or software phone The Call Assistant ships with all editions of 3CX Phone System including the Free edition However in the Small Business Pro and Enterprise editions the Call Assistant allows you to transfer calls to another extension or voice mail place calls on hold and launch calls with a few mouse clicks You do not need to learn complicated phone functions The Call Assistant is a very small application 400k and is very easy to deploy To install it 1 From the machine on which you wish to install the Call Assistant go to http phone system 5481 callassistant php where phone system is the machine name of your phone system server 2 Click on the Link Install 3CX Call Assistant 3 Click Run to execute the setup process 4 You will be prompted to select a location The files will be copied Click Finish to complete installation The 3CX Call Assistant User manual For 3CX Phone System extension
56. rver service Postgresql this is a light weight SQL database server that stores all the phone system configuration settings e The Digital receptionist service This services can answer calls and offer callers options e The Voice mail manager service This service manages the voice mail boxes e The 3CX Call Assistant This is a light weight windows client which allows users to manage their extensions and calls from their desktop 3CX Phone System editions 3CX Phone System is available in 4 different versions a Free Edition a Small Business Edition a Pro Edition and an Enterprise edition A detailed feature comparison between versions is available at this location http www 3cx com phone system enterprise features html Pricing information and ordering information can be found here http www 3cx com ordering index php Page 13 SCH 3CX Phone System for Windows www 3cx com 2 Installing 3CX Phone System for Windows System requirements 3CX Phone System for Windows requires the following e Windows XP Vista 2000 server amp professional or 2003 server e Ports 5060 SIP 5481 Apache to be free and open and 5480 Postgres 5482 Media server to be free e SIP standard based software or hardware phones e Optional VOIP Gateway if you need to connect PSTN phone lines e Optional VOIP service provider account if you want to place calls via the internet You will need to have a good basic understanding
57. se Enter your license key Company Contact Name E mail Telephone and Country and click on Activate to activate your license This information will be sent to our license key server and your license key and installation will be activated You will need to do this each time you re install 3CX Phone System or install an upgrade Firewall configuration There are 2 scenarios in which you will need to update your firewall configuration 1 Ifyour PBX server is behind a NAT firewall and you intend to use a VOIP provider 2 Ifyou are using a firewall on the PBX server itself for example Windows Firewall Page 16 AC 3CX Phone System for Windows www 3cx com 3CX Phone System behind a NAT firewall The best place for 3CX Phone System is on a machine behind the firewall This configuration is easier and more secure If you will just use PSTN lines you don t even need to make any changes to your firewall configuration If you intend to use a VOIP Provider then you will need to open the following ports to allow 3CX Phone System to communicate with the VOIP Provider e Port5060 UDP for SIP communications send amp receive e Port 3478 UDP for communication with the STUN server send amp receive e Port 9000 9003 or higher UDP send amp receive for RTP communications which contain the actual call Each call requires 2 RTP ports one to control to call and one forthe call data Therefore you must open twice as many ports
58. sions separated by commas or specify a range using a for example 100 120 3 Now specify how the outbound calls should be made In the Make outbound calls on section select e VOIP Gateway select the VOIP Gateway on which the calls should be made e VOIP Provider select the VOIP provider on which the calls should be placed 4 You can define a backup rule just in case the primary provider or gateway is not available or is busy 5 You can transform a number that has been caught by an outbound rule before it is routed to a selected gateway or provider with the use of a transform mask The following are valid transform mask components r r can be used to remove an integer from the dialled number Several r token s can be used to remove several integers e g r removes the leading 0 in 00131584210212 to produce 0131584210212 rrr would remove the first 3 Os in 00131584210212 to produce 31584210212 INTEGER The use of an integer in a transform mask ADDS the integer to the dialled number e g 001 would transform a caught number 31584210212 to produce 00131584210212 Manage outbound call rules To manage outbound rules click on Outbound Rules gt Manage in the 3CX Management console This brings up the list of the rules and shows you at a glance how outbound calls are routed You can configure the priority of a rule by moving the rules up or down in the list Examples of Outbound
59. t default is 3478 13478 Add Rule Manage Registration settings gt gt gt gt Digital Receptionist Add Codec priorities gt gt gt Manage Provider capabilities gt gt gt Advanced Add Ring Group Add Call Queue Other options gt gt gt Maree lt Back Next gt gt Reports Location of destination number gt gt gt Screenshot 9 Add VOIP Provider account 3 The registrar Proxy Hostname will be pre filled Compare these with the details that you have received from your VOIP provider and check that these are indeed correct Depending on the VOIP provider that you are using some fields will be disabled This means you do not need to change them You do not need to change any of the options included in the other sections Click Next to continue 4 Now enter the VOIP provider account details In the VOIP External number field enter the VoIP line number that has been assigned to Then enter the Authentication ID user name and password of your VOIP provider account You can configure how inbound calls should be routed in the Route inbound calls section You do not need to change any of the other options included in the other sections Click Next to continue 5 Onthe next page you will be asked for a prefix so as to create an outbound rule for this VOIP provider Tick the Create outbound rule check box and enter the dialling prefix in the With prefix t
60. ted to SIP extensions allowing you to receive amp place calls via the regular telephony network VOIP Gateways exist for analog lines as well as BRI PRI E1 lines and T1 lines There are lots of VolP gateways available today at competitive prices Analog VOIP gateways start at as little as 100 Be sure to use a supported gateway though A list of supported gateways can be found on http www 3cx com voip gateways index html VOIP Gateway configuration overview Just as it is necessary to configure a phone to register with the phone system it is necessary to configure the VolP gateway to register its lines with 3CX Phone System Each line gets a SIP user ID 8 Password and to the IP PBX the PSTN line appears just like any other SIP extension In the next sections we will now describe step by step how to configure a VOIP Gateway for use with 3CX Phone System Step1 Create the PSTN lines in the 3CX Phone System After you have decided for a particular VolP Gateway model and obtained the device the first step is to create the PSTN lines in the 3CX management console Each PSTN Line will become a virtual extension and be assigned a virtual extension number authentication ID and authentication password To add PSTN lines to the 3CX phone System Page 27 3CX 1 3CX Phone System for Windows In the 3CX Phone Management console click on the Add PSTN link in the left hand menu In the name field enter a friendly name for t
61. tick the days that your office is open Those days of the week will appear in the table Then tick the hours that your office is open Click Save when done Other Music file on hold Here you can specify a wav file with the music that you wish to play for callers that are on hold Exchange 2007 Unified Messaging Integration Although 3CX Phone System includes its own voice mail server and auto attendant you can configure 3CX Phone System to use the Exchange Server 2007 Unified Messaging Server as a Voice mail server instead To use Exchange Server 2007 as avoice mail server you will need to configure Exchange Server 2007 as a Unified Messaging Server For a detailed description how to do this read our online configuration guide at http www 3cx com support exchange server 2007 html After that you will have to enable the MS Exchange 2007 integration from the 3CX Management Console 1 Ensure you have an Enterprise Edition of 3CX Phone System and that you have activated the license Otherwise the fields will be greyed out Page 55 SCH 3CX Phone System for Windows www 3cx com urce nours gt gt gt Messaging as your voice mail server More gt Cancel Screenshot 21 Exchange 2007 integration 2 Go to General settings gt Microsoft Exchange Server 2007 integration Enable the feature and enter the IP of the machine running the Exchange Server 2007 Unified Messaging Role If you have configured Exch
62. tures An IP PBX is also referred to as a VOIP Phone System IP PABX or SIP server Calls are sent as data packets over the computer data network instead of via the traditional phone network Phones share the network with computers and separate phone wiring can therefore be eliminated With the use of a VOIP gateway you can connect existing phone lines to the IP PBX and make and receive phone calls via a regular PSTN line Companies are switching their traditional phone systems PBXs to IP PBXs at a staggering rate IP Telephony equipment sales are increasing each year by more then 50 and are expected to reach 15 billion yearly by end 2007 The 3CX phone system uses standard SIP software or hardware phones and provides internal call switching as well as outbound or inbound calling via the standard phone network or via a VOIP service Benefits of an IP Phone System IP PBX Much easier to install amp configure then a proprietary phone system A software program running on a computer can take advantage of the advanced processing power of the computer and user interface of Windows Anyone with an understanding of computers and windows can install and configure the PBX A proprietary phone system often requires an installer trained on that particular proprietary phone system Easier to manage because of web based configuration interface A VOIP phone system has a web based configuration interface allowing you to easily maintain and f
63. u The Digital Receptionist screen appears Page 38 30X 3CX Phone System for Windows www 3cx com I 3CX Digital Receptionist Auto Attendant Mozilla Firefox File Edit View History Bookmarks Tools Help del icio us eh w TAG Ix http 192 166 1 44 5481 digital_receptionist php ee 3CX RERE with a software based PBX for Windows Phone System gt Digital Receptionist Auto Attendant HOME LOGOUT Line Status The Digital Receptionist Auto Attendant feature allows 3CX Phone System to answer phone calls automatically and allow the caller to select from a list of Server Status options More Extensions Add Manage E Configure the Name Prompt and Time out of this Digital Receptionist More gt Lines Add PSTN Add VOIP Add DID Manage General Virtual Extension number Can not be in use as extension 800 Name Default Prompt Browse gt Outbound Rules Add Rule Manage Menu Digital Receptionist Add Manage Key Action Extension number 9 Configure the options available to the caller More gt Advanced D Connect to Extension EA Add Ring Group 4 Add Call Queue Manage Connect to Extension xi No action M Reports Call Reports Call Logs L No action No action General No action Admin Credentials General Settings No action Backup and Restore Activate Licence No action System prompts a How to Buy No action Support
64. us Registered idie e 101 Grandstream 2 line 1 109 Micronet 115 Kevin EyeBeam gt Lines Add PSTN Status Registered idle o Status Registered idle Status Registered idle Add VOIP 102 Dink line 1 o 110 Linksys Sipura e 116 Kevin 3CX Phone Add DID Status Registered idle Status Registered idie Status Registered idie Manage Outbound Rules Add Rule Manage gt Digital Receptionist oe 103 Snom 320 Status Registered idle 104 Sipura original Status Registered idle 107 Snom 360 O 111 Eyebeam Costas Status Registered idle 112 SJ softphone Costas Status Registered idle o 113 3CX costas Oo 117 Kevin SJ Phone Status Registered le a 118 Kevin NCH Phone Status Registered idle o 120 cisco Add Status Registered idle Status Registered idle Status Registered idle Manage gt Advanced PSTN Lines Add Ring Group Add Call Queue 10603 Line N 22440242 Status Registered idle O 10204 Line N 22440221 Status Registered idle 10003 Line N 22440122 Status Registered idie Manage 2 10002 en Zug 10282 Hren 22440212 10002 Hen 224021 gt Reports Status Registered idle Status Registered idle Status Registered idle Call Reports 1001 then Zus 122 Det 22440211 o 10001 Line N 22440112 FA oge Status Registered die Status Registered die Status Registered idie gt General O 10600 Line N 22440231 Status Registered idle
65. users there is a special manual which explains the use of 3CX Call Assistant as well as how to retrieve voice mail by phone The latest 3CX Call Assistant manual can be downloaded here http www 3cx com manual 3CXCallAssistantmanual31 pdf Page 18 AC 3CX Phone System for Windows www 3cx com 3 Creating Extensions Introduction After you have installed 3CX Phone System you will need to follow a number of steps to complete the setup 1 Create 3CX Phone System extensions 2 Configure software and or hardware SIP phones 3 Configure phone lines To get started start up the 3CX Management console from the 3CX program group or point your web browser to the Management Console by entering the name of the machine on which 3CX Phone System is installed followed by port 5481 For example http phone system 5481 A login page will appear Enter the Username and Password that you provided during setup selectthe language you would like to use and then click on the Login button Note You can check for new translations and help text updates by selecting the Check for other languages option before login The 3CX Phone System Management console will appear The screen is divided in 2 main sections e A left hand menu which includes the most important configuration sections including Extensions Lines Outbound rules Advanced and General e A right hand section which lists the configuration management options for th
66. utes Settings for direct SIP calls 3CX Phone System includes the ability to make and receive Direct SIP Calls 3CX Phone System can receive Direct SIP Calls user1 mydomain com as well as place Direct SIP calls to Uri s from another domain This feature requires setting up a DNS SIP SRV record for your domain to receive inbound Direct SIP Calls For information how to do this check this FAQ athttp www 3cx com support sip dns configuration html To enable this feature tick the Allow Calls to External SIP URI s box and enter the local SIP domain you configured Logging Level These settings allow you to configure the level of logging detail produced by the 3CX Phone System logging system It is recommended to keep this setting to Low during normal day to day operations The Verbose settingis a valuable tool when troubleshooting issues but generates a large amount of data putting greater demands on the VO subsystem and consuming considerable storage space Configuring office hours If the phone system knows your normal office hours it can route a call differently depending on whether the call is received within or outside office hours To configure office hours 1 Go to the Lines gt Manage page and click on the Office hours button This brings up the Set Office hours page Here you can define the days that your office is open and the daily opening times Page 54 30X 3CX Phone System for Windows ww
67. w 3cx com 3CX Set Office Hours Mozilla Firefox File Edit Wiew History Bookmarks Tools Help del icio us 3CX IER with a software based PBX for Windows Phone System gt Set Office Hours HOME LOGOUT Line Status You can set the office hours to have calls routed in a different manner depending on what time they are received To define office hours simply Server Status specify the days that your office is open and then tick the hours that your office is open When ready click Save to store office hours Extensions Add ae BBBBEB Lines Mon Tue Wed Thu Fri Sat Sun Add PSTN Add VOIP Add DID Manage Monday Tuesday Wednesday Thursday Friday O Outbound Rules O O O Add Rule Fi M Manage Define opening days Define opening hours Digital Receptionist Add Manage Advanced Add Ring Group Add Call Queue Manage Reports Call Reports Call Logs General Admin Credentials General Settings Backup and Restore Activate Licence System prompts How to Buy Dlolololojaloalololoalala Ololololololololalolola Screenshot 20 Defining Office Hours 2 Now
68. you can create additional SIP accounts and change the number of channels supported by each account to 1 Note that your VOIP Gateway must support this especially higher density VOIP Gateways are easier to configure if you use one account for all lines connected to a port Direction This field specifies whether the port will be used for inbound calls outbound calls or both By default it supports both directions External Number This field specifies the actual PSTN phone line number and is used for identification purposes only Inbound Route If the line port will receive inbound calls youcan specify to which extension ring group or digital receptionist a call must be routed You can specify a different option depending on whether the call is received inside or outside office hours 7 When done click finish to create the lines You can change line options of lines that have been created by going to the Lines gt Manage page Page 29 AC 3CX Phone System for Windows www 3cx com 8 On the next page you will be asked for a prefix so as to create an outbound rule for this device Tick the Create outbound rule check box and enter the dialling prefix in the With prefix text box To make calls via this provider precede the number to be dialled with this prefix Step 2 Configure the VolP gateway After you have created the PSTN Lines ports a summary page will appear which shows the information that you need to enter
69. you dont require this securty Add Rule Manage D Anywhere gt Digi ioni D Digital Receptionist Dor Seege GW LinkSys 3102 Manage O vor Provider PV 3CX Voip Service Y Advanced Route calls for this DID DDI Number to 9 Configure where calls to this DID DD Number should be routed during office hours Call Reports gt End Cal Call Logs DI Connect to Extension gt General Admin Credentiats Voicemail box for Extension 115 v Route calls for this DID DDI Number outside office hours to gt gt gt OK Cancel Next Previous Highlight all 1 Match case Screenshot 15 Adding a DID Line Enter the DID number as it will appear in the SIP to header 3CX Phone System will match the number inserted in this field with the to header starting from the last part of the received string thus avoiding any differences in the format of the number For example if you are based in the UK and your DID number is 0845 2304024 then you can enter the number 2304024 This will match any DID number inserted in the To field ending with these numbers including 448452304024 08452304024 00448452304024 and of course 2304024 Of course it is best to check with your VoIP provider or Phone Company in what format the DID number will be inserted just for reference Another way of finding out the exact number that is inserted in the To field is by viewing the server status log and seeing the To fiel

3CX Phone System for Windows Manual

Contents

Download Pdf Manuals

Related Search

Related Contents