3CXPhoneSystemManual10

Manual3CXPhoneSystemforWindowsVersion10.0

Copyright2006-2011,3CXltd.

http://www.3cx.com

E-mail:[email protected]

Information in this document is subject to change without notice. Companies names and dataused inexampleshereinare fictitiousunlessotherwisenoted.Nopartof thisdocumentmaybereproducedortransmittedinanyformorbyanymeans,electronicormechanical,foranypurpose,withouttheexpresswrittenpermissionof3CXLtd.

3CXPhoneSystemforWindowsiscopyrightof3CXLtd.

3CX is a registered trademark, and 3CX Phone System for Windows and the 3CX logo aretrademarksof3CXLtd.inEurope,theUnitedStatesandothercountries.

Version10.0Lastupdated17March2011

TableofContents1.Introductionto3CXPhoneSystemforWindows.....................................................................................9

Whatis3CXPhoneSystemforWindows?............................................................................................9

Benefitsof3CXPhoneSystem..............................................................................................................9

HowanIPPhonesystemworks...........................................................................................................10

SIPphones...........................................................................................................................................11

SoftwarebasedSIPphones............................................................................................................11

HardwarebasedSIPPhones..........................................................................................................11

Smartphones(iPhone,Android,WindowsPhone)..........................................................................123CXPhoneSystemeditions.................................................................................................................12

Whatsnewin3CXPhoneSystemV10?.............................................................................................12

Allversions......................................................................................................................................12

SmallBusiness,ProandEnterpriseeditions..................................................................................13

CallCenterEdition...........................................................................................................................13

3CXTraining.........................................................................................................................................14

3CXHelp/Supportpages......................................................................................................................14

3CXBlog...............................................................................................................................................14

2.Installing3CXPhoneSystemforWindows...........................................................................................15

Systemrequirements............................................................................................................................15

Runset-up............................................................................................................................................15

Runthe3CXPhoneSystemconfigurationwizard...............................................................................16

Upgradingfromapreviousversionof3CXPhoneSystem..................................................................17

Activating3CXPhoneSystem..............................................................................................................17

Firewallconfiguration............................................................................................................................18

3CXPhoneSystembehindaNAT/firewall....................................................................................18

The3CXExtensionusermanual..........................................................................................................19

The3CXMyPhone...............................................................................................................................19

Systempromptslanguage....................................................................................................................19

3.CreatingExtensions...............................................................................................................................21

Introduction...........................................................................................................................................21

AddingExtensions................................................................................................................................21

UserandAuthenticationinformation...............................................................................................22

Voicemailoptions...........................................................................................................................22

Forwardingrules..............................................................................................................................22

Importingextensions.............................................................................................................................23

4.PhoneConfiguration..............................................................................................................................25

Introduction...........................................................................................................................................25

Howprovisioningworks........................................................................................................................25

ProvisioningYealink,TiptelandGrandstreamphones........................................................................25

Provisioning3CXPhoneforWindows,iPhoneandAndroid.................................................................26

ProvisioningCisco,Grandstream,Polycom,SnomandAastraphones..............................................27

Step1Configuringtheextensionsforprovisioning......................................................................27

Step2Configurethephonetoretrievetheconfigurationfile............................................................27

Onetimeconfigurationviathephoneswebinterface....................................................................27

Usingoption66inyourDHCPserver.............................................................................................28

ProvisioningURL.............................................................................................................................28

BLFfields..............................................................................................................................................28

Phoneprovisioningtemplates..............................................................................................................29

Re-provisioningthephones..................................................................................................................29

ManagingyourIPphones.....................................................................................................................30

Updatingthefirmwareonyourphones.................................................................................................30

5.AddingPSTNline(s)viaaVOIPGateway.............................................................................................33Introduction...........................................................................................................................................33

WhatisaVoIPGatewayorVoIPaddincard?...............................................................................33

Whatisaport?................................................................................................................................33

UserecommendedVoIPGateways.....................................................................................................33

ForISDNBRIandE1lines..............................................................................................................33

ForAnaloglines...............................................................................................................................34

ForT1lines(USA)...........................................................................................................................34Step1:CreatethePSTNgatewaysin3CXPhoneSystem.................................................................34

Step2:ConfiguretheVoIPgateway....................................................................................................36

Beronetgateways............................................................................................................................36

Pattongateways..............................................................................................................................36

Grandstreamgateways...................................................................................................................36

6.AddingVoIPproviderlines....................................................................................................................37

Introduction...........................................................................................................................................37

RequirementsforusingaVOIPprovider..............................................................................................37

Step1:CreateanaccountwithaVOIPProvider.................................................................................37

Step2:AddtheVoIPprovideraccountin3CXPhoneSystem............................................................37

SpecifyingaSTUNserver....................................................................................................................39

DIDsandVoIPproviders.....................................................................................................................39

7.CreatingOutboundCallRules...............................................................................................................41

Introduction...........................................................................................................................................41

Creatinganoutboundcallrule..............................................................................................................41

8.3CXMyPhone........................................................................................................................................43

Introduction...........................................................................................................................................43

Deploying3CXMyPhone.....................................................................................................................44

Updating3CXMyPhone.......................................................................................................................44

Using3CXMyPhone............................................................................................................................44

Grouping&AssigningRights................................................................................................................44

TheManagementExtensiongroup......................................................................................................46

Configuringadditionalconnections.......................................................................................................46

9.TheDigitalReceptionist/Autoattendant..............................................................................................47

Introduction...........................................................................................................................................47

Recordingamenuprompt....................................................................................................................47

Creatingadigitalreceptionist...............................................................................................................47

Allowingcallerstodialaknownextensiondirectly...............................................................................48

CallByName........................................................................................................................................49

Self-identificationMessage.............................................................................................................49

Howitworks....................................................................................................................................49

10.AddingDIDnumbers/InboundRules.................................................................................................51

Introduction...........................................................................................................................................51

DIDnumbersand3CXPhoneSystemHowitworks........................................................................51

AddingDIDs.........................................................................................................................................52

UsingDIDswithaVoIPprovideraccount............................................................................................53

TroubleshootingDIDlines....................................................................................................................53

11.Ringgroups/Paging/Intercom...........................................................................................................55

RingGroups..........................................................................................................................................55

Paging/Intercom(Paideditionsonly)..................................................................................................5612CallQueues..........................................................................................................................................57

Introduction...........................................................................................................................................57

CreatingaCallQueue..........................................................................................................................57

CallCenterModule...............................................................................................................................58

AdditionalQueueStrategies............................................................................................................58

AdditionalQueueOptions...............................................................................................................59

13.Callconferencing.................................................................................................................................61

Introduction...........................................................................................................................................61

Configuringconferencing......................................................................................................................61

Creatingacallconference....................................................................................................................61

14.GeneratingCallReports......................................................................................................................63

Introduction...........................................................................................................................................63

Reportsavailable..................................................................................................................................63

15.Connecting3CXPhoneSystems........................................................................................................65

Introduction...........................................................................................................................................65

Creatingabridge..................................................................................................................................65

Callingapartyontheother3CXPhoneSystem..................................................................................68

16.Usingthetunnelforremoteextensions...............................................................................................69

Introduction...........................................................................................................................................69

Howitworks.........................................................................................................................................69

Configuringthetunnel...........................................................................................................................69

Step1ConfigurethePBX............................................................................................................69

Step2ConfiguretheFirewall.......................................................................................................70

Step3aConfigure3CXPhoneforWindows(provisioned)..............................................................70Step3bConfigure3CXPhoneforWindows(Manual).....................................................................71Moreinformation..............................................................................................................................72

UsingthetunnelwithIPhardphones..............................................................................................72

17.BackupandRestore............................................................................................................................73

Introduction...........................................................................................................................................73

Schedulingabackup.......................................................................................................................73

18.Faxserver............................................................................................................................................75

Introduction...........................................................................................................................................75

Faxreceivingconfiguration...................................................................................................................75

Faxmachinesnode..............................................................................................................................76

Faxextensionsettings.....................................................................................................................76

19.ThePhonebook....................................................................................................................................77

Introduction...........................................................................................................................................77

Companyphonebook............................................................................................................................77

ImportingPhonebookentries..........................................................................................................77

UsingthePhonebook......................................................................................................................78

20.MonitoringyourPhoneSystem............................................................................................................79

Introduction...........................................................................................................................................79

Thingstomonitor..................................................................................................................................79

Systemsextensionsstatus..............................................................................................................79

3CXservices...................................................................................................................................80

ServerEventLog.............................................................................................................................80

MonitorIPsofgatewaysandphonesystem...................................................................................81

21.Troubleshooting&Support..................................................................................................................83

Introduction...........................................................................................................................................83

TrainingVideo.................................................................................................................................83

CheckthatIPPhonesareregistered....................................................................................................83

ReviewtheServerstatuslog................................................................................................................83

TroubleshootingthePSTNInterface....................................................................................................84

Configurationguides.............................................................................................................................84

Knowledgebase/Help/Supportpage................................................................................................84

3CXPhoneSystemBlog......................................................................................................................85

3CXFacebookpage.............................................................................................................................85

Onlinetraining.......................................................................................................................................85

CommunitySupportforums..................................................................................................................85

Requestsupportviaoursupportsystem..............................................................................................85

Index..........................................................................................................................................................87

3CXPhoneSystemforWindowsSystemforWindows www.3cx.com

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1.Introductionto3CXPhoneSystemforWindows

Whatis3CXPhoneSystemforWindows?

3CX Phone System is a software-based IP PBX that replaces a traditional PBX and deliversemployeestheabilitytomake,receiveandtransfercalls.TheIPPBXsupportsalltraditionalPBXfeatures.AnIPPBXisalsoreferredtoasaVOIPPhoneSystem,IPPABXorSIPserver.

Callsaresentasdatapacketsoverthecomputerdatanetworkinsteadofviathetraditionalphonenetwork.Phonesshare thenetworkwithcomputersandseparatephonewiringcan thereforebeeliminated.

WiththeuseofaVOIPgateway,youcanconnectexistingphone linestotheIPPBXandmakeandreceivephonecallsviaaregularPSTNline.3CXphonesystemusesstandardSIPsoftwareorhardwarephones,andprovides internalcallswitching,aswellasoutboundor inboundcallingviathestandardphonenetworkorviaaVOIPservice.

Benefitsof3CXPhoneSystem

Mucheasiertoinstall&configurethenaproprietaryphonesystem:Asoftwareprogramrunningonacomputercantakeadvantageoftheadvancedprocessingpowerof the computer and user interface of Windows. Anyone with an understanding of computernetworks and windows can install and configure the PBX. A proprietary phone system oftenrequiresaninstallertrainedonthatparticularproprietaryphonesystem.

Easiertomanage3CXPhoneSystemhasaneasytousewebbasedconfigurationinterface,allowingyoutoeasilymaintainand finetuneyourphonesystem.Proprietaryphonesystemsoftenhavedifficult touseinterfaceswhicharedesignedtoallowonlyphonesysteminstallerstouseiteffectively.

Callcostreduction:You can save substantially by using a VOIP service provider for long distance or internationalcalls.Easilyconnectphonesystemsbetweenoffices/branchesandremoteworkersviatheInternetorWANandmakefreephonecalls.

Noneedforseparatephonewiringusecomputernetwork:A VOIP phone system allows you to connect hardware phones directly toa standard computernetworkport (which it cansharewith theadjacent computer). Softwarephones canbe installeddirectly onto the PC. This means that you do not need to install & maintain a separate wiringnetwork for thephonesystem,givingyoumuchgreater flexibility toaddusers/extensions. If youaremovingintoanofficeandhavenotyetinstalledphonewiring,youcansavesignificantlybyjustinstallingacomputernetwork.

Novendorlock-in:VOIPphonesystemsareopenstandardallmodernIPPBXsystemsuseSIPasaprotocol.Thismeans thatyoucanusealmostanySIPVOIPphoneorVOIPgatewayhardware. Incontrast,aproprietaryphonesystemoften requiresproprietaryphones,designedspecifically for thatphonesystemandproprietaryexpansionmodulestoaddfeaturesandlines.

Scalable:


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Proprietarysystemsareeasy tooutgrow:Addingmorephone linesorextensionsoften requiresexpensive hardware upgrades. In some cases you need an entirely new phone system. Not sowithaVOIPphonesystem:astandardcomputercaneasilyhandlealargenumberofphonelinesandextensionsjustaddmorephonestoyournetworktoexpand!Bettercustomerservice&productivity:Because calls are computer based, it is much easier for developers to integrate with businessapplications.Forexample:anincomingcallcanautomaticallybringupthecustomerrecordofthecaller, dramatically improving customer service and cutting cost. Outbound calls can be placeddirectlyfromOutlook,removingtheneedfortheusertotypeinthephonenumber.

WebbasedSwitchboardmakesphoneseasiertouse:Itisoftendifficulttouseadvancedphonesystemfeaturessuchasconferencing,callrecordingandcall transfer on proprietary phones. Not so with 3CX via the web based user portal 3CXMyPhone-allactionsareeasilyperformedfromauserfriendlyGUI.

Morefeaturesincludedasstandard:Because 3CX Phone System is software based, it iseasier and more cost effective for 3CX toimprovefeaturesetsandperformance.3CXPhoneSystemscomewitharichfeatureset,includingautoattendant,voicemail,callqueuing,callconferencingandmore.Theseoptionsareoftenveryexpensiveinproprietarysystems.

Bettercontrolviabetterreporting:VOIPsettingsstoreinboundandoutboundcallinformationinadatabaseonyourserver,allowingformuchmorepowerfulreportingofcallcostsandcalltraffic.

3CXMyPhoneshowsextensionandlinestatus:Proprietary systemsoften requireexpensive systemphones togetan ideawhat isgoingon inyourphonesystem.Eventhen,statusinformationiscrypticatbest.With3CXPhoneSystem,the3CXMyPhoneuserportalshowsusersclearlywhichusersareavailabletotakecalls(presence).Managementcanseewhethercustomersarebeingservicedinatimelyfashion.

Teleworking/RemoteuseviaSmartphones:

Withtheuseof3CXPhoneforWindows,AndroidandiPhone,extensionuserscantakeandmake calls via the company phone system from anywhere using their smartphone orlaptop.

HowanIPPhonesystemworks

AVOIPPhoneSystem,alsoreferredtoasanIPPBX,consistsofoneormoreSIPstandardbasedphonesanIPPBXserverandoptionallyaVOIPGateway.TheIPPBXserverissimilartoaproxyserver:SIPclients,beingeithersoftphonesorhardwarebasedphones,registerwiththeIPPBXserver,andwhentheywishtomakeacalltheyasktheIPPBXtoestablishtheconnection.TheIPPBXhasadirectoryofallphones/usersand theircorrespondingsipaddressand thus isable toconnect an internal call or route an external call via either a VOIP gateway or a VOIP serviceprovider.


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Figure1-VOIPPhoneSystemOverview

The image illustrates how an IP PBX integrates on the network and how it uses the PSTN orInternettoconnectcalls.

SIPphones

AVOIPphonesystemrequirestheuseofSIPphones.ThesephonesarebasedontheSessionInitiation Protocol (SIP), an industry standard to which all modern IP PBXs adhere. The SIPprotocoldefineshowcallsshouldbeestablishedandisspecifiedinRFC3261.BecauseofSIP,itis possible to mix and match IP PBX software, phones and gateways. This protects yourinvestmentinthephonehardware.SIPphonesareavailableinseveralversions/types:

SoftwarebasedSIPphones

AsoftwarebasedSIPphone isaprogramwhichmakesuseofyourcomputersmicrophoneandspeakers,oranattachedheadsettoallowyoutomakeorreceivecalls.ExamplesofSIPphonesaretheincluded3CXPhoneorX-LitefromCounterpath.

HardwarebasedSIPPhones

Figure2-Ahardwaresipphone

A hardware based SIP phone looks like and behaves like a normal phone. Its actually a minicomputer that connectsdirectly to thecomputernetwork.Because theyhavean integratedmini


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hub, they can share a network connection point with a computer, eliminating the need for anadditionalnetworkpointforthephone.ExamplesofhardwareSIPphonesareGrandStreamGXP-2000orSNOM320.

Smartphones(iPhone,Android,WindowsPhone)

Figure3-UsinganiPhonewith3CX

iPhoneorAndroidphonescanbeusedasclientsto3CXPhoneSystemusingthefreelyavailable3CXPhone for Android and iPhone. Using 3CXPhone, your smartphone becomes a wirelessdeskphoneintheoffice,whilstitcanbeusedtoanswerandreceivecompanycallsoutoftheofficevia Wifi or 3G (Your mobile provider must support this). 3CXPhone for Windows Phone is indevelopment(Q32010)

3CXPhoneSystemeditions

3CXPhoneSystem isavailable in4different versionsaFreeEdition,aMINIedition,aSmallBusinessEdition,aProEditionandanEnterpriseedition.Adetailedfeaturecomparisonbetweenversionsisavailableatthislocation:http://www.3cx.com/phone-system/edition-comparison.html

TheCallCentermoduleisavailableasanupgradetoanyofthecommercialeditions.Thismoduleaddscallcenterspecificfeaturestoyour3CXPhoneSystem

Pricinginformationandorderinginformationcanbefoundhere:http://www.3cx.com/ordering/index.php

Whatsnewin3CXPhoneSystemV10?

Allversions

Easiertouse3CXMyPhonethatincorporates3CXAssistant

3CXMyPhoneisnowsilverlightbased,incorporatingtheoldassistantandisthereforemucheasiertodeploy

3CXMyPhonenowalsosupportedonMacs

NotificationtoWindowsEventlog,3CXEventLogandoptionallybye-mailonkeyevents

AbilitytoblacklistIPs

Abilitytoblockextensionsbeingregisteredfromoutsidethenetwork

Youcanconfigurethatparticularextensionscannotbeusedoutsideofthelocalnetwork

Abilitytolimitextensionsregisteringexternallytousetunnel(whichprovidesadditionallayerofsecurityviapassword)


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Native64bitversion

Abilitytorecordpromptsviathephone-simplyclickonprompt,enterextensionnameandrecordprompt

Reducedmemoryfootprintandeliminationofextraservice

Class of Service Specify extension group in outbound rules to easily create Class ofServicerules

Themessupportin3CXMyPhone/3CXAssistant

SmallBusiness,ProandEnterpriseeditions

Improvedconferencingpagein3CXMyPhoneallowsforeasiersetupofconferencecalls

Queuetabin3CXMyPhonewhichgivesanoverviewofthestatusofqueues

ImprovedBLFpagenowallowsprovisioningofSpeeddials,customcodes

CompleteG722support(RequiresG722capablephone) ServerwillqueryphonebooktomatchCallerIDStoaspecificname

CallCenterEdition

Thecallcentereditionisanupgradetoanycommercialeditionthataddsanumberofcallcenterfeatures:

AdvancedRealtimestatisticsfrom3CXMyPhoneWiththeCallcentermodule,supervisorscangetaccesstotheadvancedrealtimeinformationintheQueuespageof3CXMyPhone.Besidesmonitoringqueuestatusandwhichagentsareloggedon,youcanseethenumberof callers in queue the, number of answered/unanswered calls, average and longest waittime,timeanagentloggedin/outofqueueandmore.

AdditionalQueuestrategiesincludingCallBack,LongestWait,LeastUsed

WhisperWhisper functionalityonqueuecalls. Listen to monitorAgent responses,and ifAgent respondswrongly youcanprovide feedback to theAgentonly,allowinghim/her tocorrecttheiranswers.

ListeninAllowssupervisorstolisteninoncallstomonitorAgentresponses.

WrapuptimeWrapuptimegivesagentsaconfigurableamountof timetoenternotesinthecustomerrecordorfollowuptasksbeforetheyhave totakeanothercall.Wrapuptimecanbeconfiguredperqueue

WallBoardfeaturewebpagewhichcanbedisplayedonlargescreenwithtotalnumberofcallswaiting,numberofansweredandunansweredcallsandaveragewaittime

Alerts to file and email when a call is in the queue beyond a certain time. You can nowenforce SLA requirements and get notifications whenever a call is in a queue beyond acertaintime.Anemailnotificationcanbesentandthealertisalsologged.

Abilitytologoutanagentfromthequeue

Moreextensivereports


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3CXTraining

3CXmaintainsanonlinetrainingcoursewhichtrainsusersonall importantfunctionsofthePBXviaaseriesofvideotutorials.Theonlinetrainingcourseisfreeofchargeandcanbecompletedinapproximatelyoneday.

Thetrainingcoursecanbefoundhere:http://training.3cx.com

It isalsopossibleforadministratorstoobtain3CXcertification.Certification isfreeofchargeandcanbetakenherehttp://www.3cxacademy.com

3CXHelp/Supportpages

Additionaldocumentation,tutorialsanddocumentsabout3CXPhoneSystemcanbefoundonoursupportpage,locatedat:

http://www.3cx.com/support//

3CXBlog

Werecommendthatyousubscribetothe3CXblogathttp://www.3cx.com/blog/

Therewepublishimportantproductnews,updates&securityalerts.Youcangetnotifiedbyemailofnewblogpostsbysubscribinghere:

http://feedburner.google.com/fb/a/mailverify?uri=3CXVoIPBlog


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2.Installing3CXPhoneSystemforWindows

Systemrequirements

3CXPhoneSystemforWindowsrequiresthefollowing:

WindowsXPProSP3,Windows7,2003serverSP2,2008serveror2008R2

Port5060(SIP),5090(Tunnel-Optional)tobeopened Port4515,5000,5480,5482,5483,5484,5485,5486,5487,5488tobefree

.NETFrameworkversion4orhigher

1GigabyteMemoryorhigher,Pentium4processororup

Internetexplorerv8&up,Firefox2&up

If using a VoIP provider or remote extensions, you will have to a fixed IP. DynDNSconfigurationsarenotsupported!

More information on system requirements including benchmark tests athttp://www.3cx.com/blog/voip-howto/no-dedicated-server-needed/

Recommended

3CXsupportedSIPPhonesandVoIPGateways(http://www.3cx.com/support/) 3CXsupportedVoIPProviders

IfyouareusingaVOIPprovider,youmusthaveafirewall thatisconfiguredtodostaticportmapping. A static IP is highly recommended also! For more information see:http://www.3cx.com/blog/voip-howto/static-port-mappings/

YouwillneedtohaveagoodbasicunderstandingofWindowsNetworking.

Runset-up

1. Download the latest version of 3CX Phone System from http://www.3cx.com/ip-pbx/downloadlinks.html.Runset-upbydouble-clickingon theset-up file.Click Next to startinstallation.

2. You will be asked to review and approve the license agreement, as well as to choose aninstallationlocation.3CXPhoneSystemwillneedaminimumofapproximately200MBoffreeharddiskspace.Youwillneedtoreserveadditionalspacetostorevoicemailfiles&prompts.

3. SelecttheinstallationlocationandclickNext

4. Youwillbeaskedwhetheryouwishtouse IISor the in-builtwebserver,Abyss.WithAbyssyourphonesystemwillbe independentofwindowsupdatesandotherwebsites runningonIIS. Abyss is equally performant. On windows XP and Windows 2003 only Abyss can beselected due to the limitations of IIS 5.1 and IIS 6. On Windows 7, IIS will enforce a 10connectionlicenselimit.ChooseAbyssifthisisanissue.

5. Click Install tostart the installationof3CXPhoneSystem.Setupwillnowcopyall filesandinstallthenecessaryWindowsservices.Afterset-uphascompletedcopyingfilesandinstalling


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the services, set-up will run the 3CX Phone System Configuration Wizard to complete theinstall.ClickFinish.

Runthe3CXPhoneSystemconfigurationwizard

1. The3CXPhoneSystemconfigurationwizardwalksyouthroughanumberofessential tasksthatyouneedtodoinordertogetyoursystemupandrunning.Afteritstartsup,itwillaskinwhichlanguageyouwantthewizardtorun.

2. Thewizardwillaskyouhowmanydigitsyouwishyourextensionnumberstobe.

3. Itwillaskyouforyourmailservernameandreplytoaddress.Thesesettingsareusedtosendemailnotifications,voicemailandfaxes.Itwillaskyouforapreferredusernameandpasswordtobeusedtologontothe3CXPhoneSystemmanagementconsoleandmanagethephonesystem.

4. Ifyouhavemorethenonenetworkinterface,set-upwillaskyouonwhichnetworkinterface3CXshouldlisten.

5. Set-upwillaskyouforthepublicIPofthe3CXPhoneSystemmachinesothatremoteextensionscanbeprovisioned.Youcanskipthisstepifyouwishandenteritlater.

Screenshot1-The3CXConfigurationWizard

6. Set-upwillallowyou tocreateanumberofextensions.Youcancreatemore later,howeveryouneedtocreateatleastoneextension.Afteryouhavecreatedtheextensions,youneedtoconfigure your phone sets. 3CX has configuration guides for many popular phones athttp://www.3cx.com/support//

7. Inthenextstepitwillaskyoutospecifytheoperatorextension.Theoperatorextensionisthedefault extension used to route inbound calls to. Specify which extension will act as theoperatorextension.TheoperatorextensionwillbethedefaultdestinationforallinboundlinesandDIDs

8. Now specify the voice mail number this is the number that users will call to retrieve theirvoicemail.Thedefault is999,althoughcustomers in theUKshouldchange thisas it is theemergencynumber.


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9. If youwant to usea VoIPprovider, youcan select theVoIP provider touse, specify servername,proxy(ifapplicable),accountdetailsandruleprefix.

10.3CXPhoneSystemWizardwillprompt youwhether youwould like to receiveaquote foracompletephonesystem.Ifyes, fill inyourdetailsand3CXora3CXpartnerwillsendyouadetailedquote.Youcanskipthisstepifyouwish.

AftertheWizardhascompleted,youcanconnecttothe3CXPhoneSystemManagementConsolebyclickingonthemanagementconsoleshortcutinthe3CXPhoneSystemprogramgroup.

Toconnecttothemanagementconsolefromaremotemachine,startawebbrowserandenterthenameof themachineonwhich3CXPhoneSystem is installed, followedby Management. (Forexample:http://phone-system:5000/Management/)

Upgradingfromapreviousversionof3CXPhoneSystem

Itispossibletoupgradea3CXPhoneSystem8,7.1installationtoversion10asfollows:

1. Before uninstalling, backup your current configuration using the backup and restore toollocatedinthe3CXprogramgroup.

2. NowuninstallusingAdd/Removeprograms.

3. Install3CXPhoneSystemv10Youwillbepromptedforthebackupfilebytheconfigurationwizard.Thiswillrestoreyourconfiguration.

4. The provisioning port has changed to port 5000. This means that you must change theprovisioning links for thephones to http://IPADDRESSSERVER:5000/provisioning.YoucandothisviatheDHCPoption66orbyconfiguringthephonesfromtheirwebinterface.Seetheconfiguration guides for more information. Reboot the phones after you have made thischange.

Notesinregardstoupgradesfromolderversions:

Upgradesofversion3.1,5,6.0,6.1,7.0configurationsarenotsupported.

If you upgraded and switched the type of web server that you used, you must go intoPhonesnode,selectallphonesandselecttheRe-provisionbutton.

Activating3CXPhoneSystem

IfyouhavepurchasedaMINI,SmallBusiness,ProorEnterpriseversionthenyoumustactivateyour licensebygoing to theGeneral>ActivateLicensepage in the3CXManagement-Console.


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Screenshot2-Activatingyourlicense

Enter your license key, Company, Contact Name, E-mail, Telephone and Country and ResellernameandclickonActivate toactivateyour license.This informationwillbesent toour licensekeyserverand your licensekey and installationwill beactivated. Youwill need todo thiseachtimeyoure-install3CXPhoneSystemonanewmachineorwhenachangeinthelocalnetworktopologyoccurs(example:thelocalipaddresschanges)

Firewallconfiguration

Thereare3scenariosinwhichyouwillneedtoupdateyourfirewallconfiguration:

1. IfyourPBXserverisbehindaNAT/firewallandyouintendtouseaVOIPprovider

2. Ifyouintendtouseremoteextensions.

3. IfyouareusingafirewallonthePBXserveritself,forexampleWindowsFirewall

3CXPhoneSystembehindaNAT/firewall

Thebestplace for3CXPhoneSystem isonamachinebehind the firewall.Thisconfiguration iseasierandmoresecure.IfyouwilljustusePSTNlines,youdontevenneedtomakeanychangestoyourfirewallconfiguration.

IfyouintendtouseaVOIPProvider,thenyouwillneedtoopenthefollowingportstoallow3CXPhoneSystemtocommunicatewiththeVOIPProvider:

Port 5060 (UDP) for SIP communications (send & receive) MUST BE STATICALLYMAPPED. See sample firewall configuration at http://www.3cx.com/blog/voip-howto/linksys-router-configuration/

Port5061(TCP)forTLScommunicationsIfusingsecureSiP. Port5090(UDPandTCP)forthe3CXTunnel(ifyouplantouseremoteextensions)


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Port9000-9049(orhigher)(UDP)(send&receive)forRTPcommunications,whichcontaintheactualcall.Eachcallrequires2RTPports,onetocontroltocallandoneforthecalldata.Therefore,youmustopentwiceasmanyportsasyouwishtosupportsimultaneouscallsviatheVOIPprovider.Forexample, if youwant toallow4people tomakecalls via theVOIPprovidersimultaneously,youmustopenport9000to9007.

Notethattheaboveportrangesarethedefaultportsin3CXPhoneSystem.Youcanadjusttheseports fromtheManagementConsole, in theGeneral>GeneralSettingspage. In thispage,youcanconfigure theports to beused for internal calls, and the ports tobeused forexternal callsbeingmadeviaaVoIPprovider.

The3CXExtensionusermanual

The 3CX Extension manual explains users how they can use 3CX MyPhone, the voice mailsystem, call parking, and so on. The extension manual is available online at:http://www.3cx.com/blog/myphone/

The3CXMyPhone

The3CXMyPhoneisawebbasedutilitythatallowsyoutoeasilymanageyourextensionwithafewmouseclicksrather thenviaacrypticand limitedphoneinterface.3CXitworks intandemwithadeskphoneorsoftphone.Formoreinformationaboutthe3CXMyPhoneandhowtoinstallit,pleaserefertothechapter3CXMyPhone.

Systempromptslanguage

3CXPhoneSystemshipswithaUSEnglishpromptsetbydefault.Promptsarevoicefilesthatareplayedbythesystemtocallersandusersofthesystem.Forexample,whenauserpicksuptheirvoicemail,thesystempromptswillinstructtheuserwhatbuttonstopress.Tochangethesystempromptstoadifferentlanguage:

1.Goto3CXPhoneSystemUpdates>Systempromptsetsnodeandthenselectthepromptsetyouwishtouse.Thepromptsetwillbedownloaded.

2. Now go to the Settings > System prompts sets node and click on the Manage Prompt setsbuttonatthetopofthescreen.

3. Select the prompt set you have downloaded and click on Set As Current Promptset. Thesystemwillnowusethisnewpromptset.


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3.CreatingExtensions

Introduction

Afteryouhaveinstalled3CXPhoneSystem,youwillneedtofollowanumberofstepstocompletethesetup:

1.Create3CXPhoneSystemextensions.

2.Configurethesoftwareand/orhardwarephones.

3.Configurethephonelines.

Start-up the3CXManagement console from the3CXprogramgroup (Windowsbased),orpointyourwebbrowser to theManagement Console by entering thenameof the machine (includingport5000),forexample:http://phone-system:5000/Management/

Aloginpagewillappear.EntertheUsernameandPasswordthatyouprovidedduringsetup,selectthelanguageyouwouldliketouseandthenclickontheLoginbutton.

AddingExtensions

Toaddanextension,clickonAddExtensionfromthetoolbar.

Screenshot3-Addinganextension


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UserandAuthenticationinformation

1.Entertheextensionnumber,firstand lastnameandtheEmailaddress(Optional)oftheuser.Theemailaddresswillbeused forvoicemailnotifications.Youcan leave the fieldempty if youwish.

2.NowspecifyanauthenticationIDandpassword:

IDTheSIPUsername.e.g.200.

PasswordTheSIPPassword(passwordcanbehiddenfromtheuser).The Authentication ID and password fields set in the software or hardware phone mustmatchtheabovefields.Inadditiontheextensionnumbermustbeenteredinthephoneaswell in a field called Account or User ID (The exact field name differs per vendor). Fordetailedconfigurationguidesforpopularphonesseehttp://www.3cx.com/blog/support/

Voicemailoptions

3.NowconfiguretheVoicemailoptions.

Enablevoicemail

Play Caller ID the voicemail system will play the number of the caller who left the voicemessage

Read out date/time of message the voicemail system will play back the time of the voicemessagetobeplayed

PINnumberthispinnumberisusedtoprotectthevoicemailboxandisusedbytheusertoaccessthemailbox.ThePINnumberisalsousedasapasswordtologonto3CXAssistantortheMyPhoneUserportal.

EmailoptionsYoucanchoosethefollowinge-mailoptionswhenavoicemailarrives:

o NoemailnotificationThesystemwillnotsendanyemails

o SendemailnotificationonlyThisoptionwillnotifytheuserthatthereisanewvoicemail.Howeverthee-mailwillnotcontainthevoicemail,thevoicemailwillhavetoberetrievedviathephone.

o SendvmailasattachmentThisoptionwillsendanemailandattachthevoicemailasaWAVfiletothee-mail.Itwillstillleavethevoicemailinthevoicemailboxjustincaseyouwishtopickupthevoicemailviathephone(bydialling999).

o Sendas attachmentand delete frommboxwill sendanemailwith thevoice mailattachedANDdelete thevoicemail from thevoicemailboxon the3CXserver.Thisavoids theuserhaving to delete the voice mail from2 locations, i.e. from the emailinboxandfromthe3CXvoicemailbox.

4. ClickOKtocreatetheextension.

Forwardingrules

Each extension can have a set of call forwarding rules that defines what 3CX Phone Systemshould do when an extension user is unable to take an incoming call. This can be configuredbasedontheusersstatus,thetime,whetheritsaninternalorexternalcallorthecallerID.


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Eachstatusrequiresacallforwardingrule.Forexample,iftheuserisunabletotakeacallwhilsthis/herstatusisAvailable,youcanforwardthecalltovoicemail,whilstifthestatusissettoOutofOfficeyoucouldforwardittohis/hermobile.

Call forwardingcanbe configuredby theadministrator from the management consoleorby theuser from the MyPhone portal. Please see this web page for instructions how to configure callforwardingforanextension:

http://www.3cx.com/blog/myphone/forwarding-rules/

Importingextensions

Ifyouneedtocreatealargenumberofextensionsit ishandiertobulkimporttheextensions.Todo this, you can create a spreadsheet with columns for each field that you wish to import.Alternatively you can import directly from Active Directory via LDAP. Please find a detaileddescriptionoffieldsaswellasalinktoasampleimportfileat:http://www.3cx.com/blog/docs/bulk-extension-import/


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4.PhoneConfiguration

Introduction

Afteryouhavecreatedtheextension,asummarypagewillappear,whichshowsthe informationthattheSIPphonewillneedtobeabletoregisterto3CXPhoneSystem:

ProxyserverIPorFQDN:Hostnameof3CXPhoneSystem

UserID:Extensionnumbercreated

AuthenticationID:AsspecifiedinAuthenticationIDfield

Password:AsspecifiedinAuthenticationpasswordfield

This informationcanbeenteredintothephonesviatheirwebinterface,orcanbeprovisionedtothephoneautomatically.Werecommendprovisioningthesettingstothephone.

Howprovisioningworks

Phoneprovisioning refers to theprocessofautomatically configuring IPphonesbyhaving themretrieve the phone settings from the 3CX Phone System server. This method is preferable tomanual configuration because it allows you to easily manage the phones from the 3CXManagement Console. It makes it easy to change extension passwords, BLF lights and so onbecauseyoucandoitcentrallyforallphonesfromthemanagementconsoleandthenrebootthephoneandpushoutthechangeswithouthavingtolookattheconfigurationofthephoneitself.

ProvisioningYealink,TiptelandGrandstreamphones

Screenshot4-PlugandPlayphoneprovisioning

Note: Grandstream PNP provisioning only works with the newer executive models, theGrandstreamGXP-1450,GXP2100,GXP2110andGXP2120.OlderGrandstreamphonesmustbe provisioned via DHCP 66 or configuring the provisioning URL in the phone via the webinterface.

1. ConnecttheIPPhonetotheLAN.EnsurethatthephoneisonthesameLANas3CXPhoneSystem.

2. Thephonewillshowupinthephonesnodeasanewphone

3. Right-clickontheentryandassignanexistingextensionorcreateanewone.


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4. Thephonewill be senta linkby3CXPhoneSystemandwill restartwith thecorrectextension credentials. Some phones will ask for a confirmation by the user beforerestarting.

5. YoucanspecifyanyBLFoptionsthatmustbeconfiguredintheProvisioningtaboftheextension.

Provisioning3CXPhoneforWindows,iPhoneandAndroid

3CXPhoneforiPhoneandAndroidcanbeprovisionedinasimilarway.

1. InthecaseofiPhoneorAndroid,install3CXPhonefromtheAppstoreorAndroidmarket.If using Windows, download and install 3CXPhone for Windows from here:http://www.3cx.com/VOIP/voip-phone.html

Screenshot5-Provisioning3CXPhone

2. Ensureyouareon the localLANwhen you install3CXPhone.3CXPhonewill ask youwhetheryouwishtoprovisionthephone.Confirm.

3. 3CXPhonewillshowupinthephonesnodeasanewphone,usingtheIPandtheMACoftheSmartphoneorComputeronwhichitisinstalled.

4. Right-clickontheentryandassignanexistingextensionorcreateanewone.

5. The phone will be sent a link by 3CX Phone System and will restart with the correctextension credentials. 3CXPhone for Windows will ask for confirmation from the userbeforeapplyingtheprovisioningprofile.

6. Inthecaseof3CXPhoneforWindows,youcanconfigureBLFfieldsintheProvisioningtaboftheextension.


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ProvisioningCisco,Grandstream,Polycom,SnomandAastraphones

Step1Configuringtheextensionsforprovisioning

Screenshot6ProvisioningaPhone

Note: This method can be used for all IP phones, including the Yealink, Tiptel and newerGrandstreamphones.TheolderGrandstreammodels(GXP2000,2020)mustbeprovisionedviathebelowmethod.

GotothePhoneProvisioningtaboftheextension:

1.Enter theMACaddressof thephone(whichcanbe foundat thebottomof thephone) in theMACaddressfield.

2.Selecttheappropriatephonemodel

3.SelecttheNetworkinterface(incaseyourphonesystemserverhasmultiplenetworkinterfaces)4.Ifrequired,specifycodecpriorities.Codecsencodetheaudioandusemoreorlessbandwidthdepending on the quality required. PCMU and PCMA offer the best quality but also require themostbandwidth.Formoreinformationviewthisblogarticle:

http://www.3cx.com/blog/docs/bandwidth-dsl-atm-isp/

5.ClickOKtosave.Theprovisioningfileswillnowbecreatedintheprovisioningdirectory.Eachtimeyoumakeachangetotheextension,thesefileswillbere-created.Forchangestotakeeffectyoumustrebootthephone(YoucandothisremotelyfromthePhonesnode).

Step2Configurethephonetoretrievetheconfigurationfile

Nowyouneedto instruct thephonetodownload itsconfiguration fromtheprovisioningdirectoryonthe3CXPhoneSystemserver.Thiscanbedoneintwoways:

Onetimeconfigurationviathephoneswebinterface

Byconfiguringitinthephoneviathewebinterfacethisisaonetimeoperationandmakessensein smaller networks. The exact procedure is dependent on the model of phone. You can findconfigurationguidesforeachphonehere:http://www.3cx.com/support//


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Usingoption66inyourDHCPserver

Byusingoption 66 inyourDHCPserver, thephonewillobtain theURLwhen it receives its IPfromtheDHCPserver.This is recommendedfor largernetworks.Essentially thephonewill thenbe toldwhere toget itsconfiguration fileat thesame time it receives its IPandnetworking info.Thismakes iteasy tochange theprovisioningURL later, forexample incaseyouwish tomoveyourphonesystemtoanotherserver.

Tousethisoption,youmustconfigureyourDHCPservertoprovidethisinformation.Onthislinkyou will find a guide how to configure DHCP option 66 for Microsoft DHCP servers:http://www.3cx.com/sip-phones/DHCP-option-66.html

If you do not use Microsoft DHCP server, you will need to refer to the documentation of yourDHCPserverformoreinformationonhowtoconfigurethis.

ProvisioningURL

YoumustspecifytheprovisioningURLineachphone:

http://::5000/provisioning/,e.g.http://10.172.0.2:5000/provisioning/

EachphonerequiresthisURLtobespecified inaparticularmanner.Pleaseseethis linkfortheexactformatforeachphone:

http://www.3cx.com/sip-phones/DHCP-option-66.html

BLFfields

If your phone has BLF lights, you can automatically configured what information the BLF lightsshoulddisplay.MatchaBLFbuttonwithanextension,sothat thisbuttonwillshowthestatusofthatextension.ThenumberofavailableBLFbuttonsvariesperphone.

YoucanalsolinkasharedparkingplacetoaBLFbutton.Thisallowsuserstoeasilyparkorun-parkcallsbyhittingthatBLFbutton.Speeddialsandcustomspeeddialsarealsosupported.


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Phoneprovisioningtemplates

Screenshot7-EditingthePhoneProvisioningtemplate

ThephonesareprovisionedbasedonXMLtemplates,andifyouarefamiliarwiththemodelofIPphone thatyouhave, it ispossibletoedit thesetemplatesandaddadditionalconfigurations thatyoumightneed(forexampletoswitchoffbacklightonthedisplay).Theseeditswillthenbeaddedtotheprovisioningfiles.Toeditthephoneprovisioningtemplates:

1. GototheSettings>Provisioningtemplatesnode

2. InTemplateTypeselectPhones

3. InTemplateNameselectphonemodel

4. Edit the template as necessary and click OK to save the changes. To make the changesactive,youneedtore-provisionthephonesfromthephonesnode.

Re-provisioningthephones

Ifyouneedtore-provisionthephones, forexampleafteryouhavemadeconfigurationchanges,youcaneasilydothisfromtheIPPhonesnode:

1. Gotothe3CXPhoneSystem>Phonesnode

2. Selectthephonesthatyouwishtore-provision

3. ClickRe-provisionphones

4. SelectthephonesagainandselectReboottomakethenewprovisioninginformationactiveonthephone.


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ManagingyourIPphones

Screenshot8-Thephonesnode

3CXPhoneSystemprovidesaneasywaytomonitorandmanageyourphonesnetworkwide.ThePhonesnodeinthe3CXManagementconsoleallowsyouto:

Viewallphonesinthenetwork

QuicklyviewIPandMacaddressofeachphone

Checkfirmwareversionthatthephoneisruning

Remotelyrebootoneorallofthephones

Re-provisionthephones(afteryouhavemadeachangeyoucanrebootthephonestohavethechangestakeeffect)

Launchtheadmininterfaceofthephone

MonitorsecurityofextensionpasswordandPIN.WeakextensionpasswordsandPIN'sarethemostcommoncauseofsecuritybreaches

Updatingthefirmwareonyourphones

ItispossibletoupdatethefirmwareonyourIPphonesnetworkwideusingthe3CXManagementConsole.TheprocedurevariessomewhatdependingontheIPPhonethatneedstobeupdated.Thestepsareasfollows:

1. Download the appropriate firmware from the IP Phone vendors website. Be sure to usefirmwarethathasbeentestedby3CXwith3CXfirst!

2. Now you need to upload this firmware to 3CX Phone System. To do this, open the 3CXManagementconsoleandgotoclickonSettings->PhoneProvisioning->Firmware

3. NowclickonthePhonesnode,andselectoneormorephones,whichyouwanttoupgradetothisfirmware.Thefirmwarewillbeuploadedandthephonerebooted.


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4. TheselinksprovidedetaileddescriptionsforpopularIPPhonemodels

Cisco:http://www.3cx.com/blog/ip-phone-configuration/upgrading-firmware-cisco/

Grandstream:http://www.3cx.com/blog/ip-phone-configuration/upgrading-firmware-grandstream/

Yealink:http://www.3cx.com/blog/ip-phone-configuration/upgrading-firmware-yealink/

Polycom:http://www.3cx.com/blog/ip-phone-configuration/upgrading-firmware-polycom/


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5.AddingPSTNline(s)viaaVOIPGateway

Introduction

ExternalcallscanbemadeonPSTN/phonelinesorviaVoIPproviders.AtraditionalPBXrequiresyou to connect the PSTN lines to the PBX hardware box; however in the case of 3CX PhoneSystemyouhavemoreoptions:

Connect PSTN lines (physical phone lines) to a VoIP Gateway situated on your internalnetwork.

ConnectPSTNlinestoaVoIPaddincard,installedinthe3CXPhoneSystemmachineoronanothermachine.

UseahostedphonelinefromaVOIPServiceProvider.InthiscasetheVOIPserviceprovidergivesyoutheabilitytomakecallsviayourinternetconnection.

To make & receive external phonecalls via your regular phone lines, you will have to buy andconfigureaVoIPgatewayorVoIPadd in card.This chapterexplainswhat theyareandhow toconfigurethem.

WhatisaVoIPGatewayorVoIPaddincard?

AVoIPgatewayisadevicewhichconvertstelephonytrafficintodata,sothatitcanbetransmittedoveracomputernetwork.InthismannerPSTN/telephonelinesareconvertedtoSIPextensions,allowingyoutoreceive&placecallsviatheregular telephonynetwork.VOIPGatewaysexistforanaloglinesaswellasBRI,PRI/E1linesandT1lines.VoIPcardsdothesamething,butareaddincardsthatareinstalledintoanexistingcomputer.

Whatisaport?

AportisaphysicalportonagatewayorVoIPcard.Inthecaseofananalogline,oneportequalsonevoicechannel.InthecaseofBRIISDN,oneportis2voicechannels,andinthecaseofE1orT1ports,eachportrepresents30and23channelsrespectively.

Justasit isnecessarytoconfigureaphonetoregisterwiththephonesystem,it isnecessarytoconfiguretheVoIPgatewayorcardtoregisteritsportswith3CXPhoneSystem.EachportgetsaSIPuserID,Passwordandvirtualextensionnumber.TotheIPPBX,thePSTNlineappearsjustlikeanyotherSIPextension.

UserecommendedVoIPGateways

It is important to use a VoIP gateway recommended by 3CX. Supported gateways have beentested by 3CX and are automatically configured with the right settings. If using the defaultconfiguration,3CXwillalsoprovidefirstlinesupportsupportsonitsusewith3CXphoneSystem.3CXrecommendsthefollowinggateways:

ForISDNBRIandE1lines

IfyouhaveISDNBRIorE1linesthenwerecommendaBeronetBerofixcardorgateway


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ForAnaloglines

Ifyouhaveanaloglines,thenwerecommend

BeronetBerofixcard

Patton4114

GrandstreamGXW4104/4108

IfusingtheGrandstream,ensurethatyouusethe firmwarethathasbeentestedby3CXonthegateway.Formoreinformationsee

ForT1lines(USA)IfyouhaveaT1line,thenwerecommend

SangomaA101

Patton4960

Forthelatestlistofsupportedgatewayhardware,pleasevisithttp://www.3cx.com/support/

Step1:CreatethePSTNgatewaysin3CXPhoneSystem

ThefirststepistocreatethePSTNgatewayinthe3CXmanagementconsole.

Screenshot9Choosinggatewaytemplate

1. Inthe3CXPhoneManagementconsolemenuclickonAdd>PSTNGateway.

2. Inthenamefield,enterafriendlynamefortheVOIPgateway.Nowchoosethegatewaybrandandmodelthatyouareusingfromthelist.NowclickNext.

3. Dependingonthegatewayyouselected,youmightbeaskedadditionaloptions,suchaswhatcountrythedevicewillbeconnectedinandsoon.

Screenshot10-SpecifyingVoIPGatewaydetails


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4. Nowenter thehostnameor IPof theVOIPGatewayin the GatewayHostnameor IP field,andspecifytheSIPPortonwhichthegatewayisoperating.Bydefaultthisis5060.

5. Specifythenumberandtypeofportsthegatewaysupports,i.e.analog,BRI,PRIorT1.Thiswillsetuponeaccount foreachportandenable thecorrespondingnumberofcalls/lines forthataccount.Ananaloglinesupports1call;aBRIportsupports2calls,anE1(PRI)30,andaT1(PRI)23.Forexample,ifyouspecify1*T1port,itwillcreateoneSIPaccountwhichcanhandleupto23calls.Ifyouwishtohaveeachlineindividuallyaddressed,simplyselect23*Analog lines.Theotheroptions,suchasRegistrationSettings,Otheroptionsetc.havebeenpreconfiguredforyourgatewaymodelanddonotneedtobechanged.ClickNexttogotothenextscreen.

Screenshot11-AddingPSTNLines

6. ClickNext.Theindividualportswillbecreatedanddisplayedinacolumnarformat.

VirtualextensionnumberIneffecttheVOIPGatewayconvertseachline/porttoanextension,so that thephone system can receiveand forwardcalls to it.Thevirtual extensionnumber isanumberassignedtoitby3CXPhoneSystemsothatitcanaddressitasanextension.Thereisnoneedtochangethisfield.

AuthenticationID&Password:Thesevaluesareusedtoauthenticatetheportswith3CXphonesystem.Thesevaluesmustmatchthesettingsconfiguredinyourgateway!BydefaulttheIDandpasswordhavebeensettotheVirtualextensionnumber.

Channels: The Channels field allows you to specify how many simultaneous calls this portsupports.Ananalog linesupports1call; aBRIport supports2 calls,anE1 (PRI)30,andaT1(PRI)23. If youprefer toaddresseach line individually, youcancreateadditionalSIPaccountsand change the number of channels supported by each account to 1. Note that your VOIPGatewaymust support thisespeciallyhigherdensityVOIPGatewaysareeasier toconfigure ifyouuseoneaccountforalllinesconnectedtoaport.

Port Identification This field specifies the actual PSTN phone line number and is used foridentificationpurposesonly.

Inbound Route: If the port will receive inbound calls, you can specify to which extension, ringgroupordigitalreceptionistacallmustberouted.

6.Onthenextpage,youwillbeaskedforaprefixsoastocreateanoutboundruleforthisdevice.Enter thediallingprefixintheCalls tonumbersstartingwith(prefix) textbox.Tomakecallsviathisgateway,precedethenumbertobedialledwiththisprefix.ClickFinishtocreatethelines.YoucanchangelineoptionsoflinesthathavebeencreatedbygoingtotheLinesnode.


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Step2:ConfiguretheVoIPgateway

After you have created the PSTN Lines/ports, a summary page will appear, which shows theinformationthatyouneedtoenterintotheVOIPGateway:

ProxyserverIPorFQDN:Hostnameof3CXPhoneSystem

UserID:VirtualExtensionnumber

AuthenticationID:AsspecifiedinAuthenticationIDfield

Password:AsspecifiedinAuthenticationpasswordfield

TheVirtualextensionnumber,authenticationIDandauthenticationpasswordmustbeduplicatedfor each port that you have on your gateway. Just like with phones, this information can beprovisionedautomaticallytothegateway.Furthermore,theprovisioningoptionswillalsoconfigurethegatewaytoworkcorrectlywith3CXPhoneSystem.

Beronetgateways

ToconfigureaBeronetgatewaywith3CX,followthisURL

http://www.3cx.com/voip-gateways/beroNet-berofix-400.html

Pattongateways

IfyouareusingaPattonGateway,3CXPhoneSystemcancreateaconfigurationfilethatcanbeuploadedtothedeviceandmakesconfigurationautomatic.Foradetailedguidehowtodothis:

http://www.3cx.com/blog/voip-howto/patton-smartnode-configuration/

Grandstreamgateways

Followthisguide

http://www.3cx.com/voip-gateways/Grandstream-GXW-41044108.html


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6.AddingVoIPproviderlines

Introduction

VOIP providers host phone lines they can assign local numbers in one or more cities orcountriesandroutethesetoyourphonesystem.Inaddition,VOIPprovidersareoftenabletogivebetter 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 callrequiresbandwidth.VOIPisrealtime,soitdoesplaceademandonyourinternetconnection.Asarule of thumb, each call will consume approximately 30k-120k per second, depending on whichcodecyouuse.Formoreinformationaboutbandwidthconsumptionofparticularcodecs,seethisarticle:

http://www.3cx.com/blog/docs/bandwidth-dsl-atm-isp/

ThischapterdescribeswithwhichVOIPprovidersyoucanset-upanaccountandhowtoconfigure3CXPhoneSystemaccordingly.

RequirementsforusingaVOIPprovider

IfyouplantouseaVOIPprovider,youwillhavetohaveafirewall/router/NATdevicethatsupportsSTATICPORTMAPPINGS.Oftenrouterswillperformportaddresstranslation,whichwill causeproblemssuchasonewayaudio,failing inboundcallsandsoon. It isalsohighlyrecommendedthatyouhaveastaticexternalIP.IfyourexternalIPchangesatcertain intervals, inboundcallswillfail.Formoreinformationonhowtoconfigureyourfirewall,reviewthisarticle:

http://www.3cx.com/blog/voip-howto/linksys-router-configuration/

Step1:CreateanaccountwithaVOIPProvider

ToaddaVOIPlineyouneedtohaveanaccountwithaqualityVOIPserviceprovider.3CXPhoneSystemsupportsmostpopularSIPbasedVOIPserviceprovidersandwerecommendusingonethat hasbeen tested by 3CX.3CX includes pre configured templates for these VOIP providers.SimplyclickontheAddVOIPlinktoseealistofsupportedproviders.

If there is no VoIP provider in your country you can use Skype Connect which has a globalpresence.

Step2:AddtheVoIPprovideraccountin3CXPhoneSystem

AfteryouhavecreatedtheVOIPprovideraccount,youwillneedtoconfiguretheaccountin3CXPhoneSystem.Todothis:

1. Inthe3CXPhoneManagementconsolemenu,selectAdd>VoIPprovider.

2. Enterafriendlynamefor thisVOIPprovideraccountandchoosetheVOIPproviderthatyouareusing. If it isnot listed,select GenericVOIPprovider,or GenericSIPTrunk.AgenericSIPtrunkisaproviderthatdoesnotuseanauthenticationIDandpassword,butratherusesyourIPasauthentication.Ifusingagenericproviderwewillnotabletoguaranteethat itwillworkwiththisVOIPprovider.ClickNext.


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Screenshot12-AddVOIPProvideraccount

3. Theregistrar/ProxyHostnamewillbepre-filled.ComparethesewiththedetailsthatyouhavereceivedfromyourVOIPproviderandcheckthattheseareindeedcorrect.DependingontheVOIPproviderthatyouareusing,somefieldswillbedisabled.Thismeansyoudonotneedtochangethem.ClickNexttocontinue.

4. Now enter the VOIP provider account details. In the VOIP External number field, enter theVoIPlinenumberthathasbeenassignedto.ThenentertheAuthenticationID/usernameandpassword of your VOIP provider account. Specify the number of simultaneous calls yourprovidersupports.ClickNext tocontinue. If youareusingaSIP trunk, theauthentication IDandpasswordwillbegreyedout,sinceauthenticationisdoneviaIP.

5. Nowspecifyhowcalls fromthisVOIPprovidershouldberouted.Youcanspecifyadifferentrouteoutsideofficehours.

6. Onthenextpage,youwillbeaskedforaprefixsoastocreateanoutboundruleforthisVOIPprovider.Enter thediallingprefix in the Calls tonumbers starting with (prefix) text box.Tomakecallsviathisprovider,precedethenumbertobedialledwiththisprefix.


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Note: Frequently the internet facing firewall sitting between 3CX Phone System and the VOIPprovider is not correctly configured or is not able to correctly route VOIP traffic. To check thefirewall configuration, it is important toperforma firewallcheckusing the inbuilt firewall checker.YoucanstartitbygoingtotheSettings>firewallcheckernode.Itwillconnectwiththepublic3CXfirewallcheckserver(firewallcheck.3cx.com)andwillcheckthatitcansendandreceiveUDPdataonport5060(forSIP),port3478(forSTUN)andport9000to9016(forupto8simultaneouscalls,defaultsetting). If itcan,thefirewallcheckwillsucceed. Ifthefirewallcheckfails,youwillnotbeable to reliably make and receive VoIP provider calls and you will have to edit your firewallconfiguration.

Note:Wedonotprovidefirewallconfigurationsupport.

SpecifyingaSTUNserver

Although 3CX includes a default STUN server setting, it is recommended that you specify theSTUN server suggested by your VoIP provider as your default STUN server. The STUN serversuggested by your VoIP provider is probably closer to you and therefore quicker to reach (lesshops). The faster the STUN server responds to requests, the quicker the call will be setup. TospecifyaSTUNServer:

1. In theManagementConsole,go toSettings>Networknode.Nowclickon the STUNservertab.

Screenshot13-SpecifyingSTUNserver

2.IntheeditboxPrimarySTUNserverspecifytheSTUNserversuggestedbyyourprovider,forexamplestun.sipgate.net:10000

3.Youcanspecifyanalternatebackupserver,or leavethestun2.3cx.comasthebackupSTUNserver.Thisaddresswillbeusedif theprimarySTUNserver isdown.ClickOKtoexitandsavethesettings.

DIDsandVoIPproviders

If your VoIP provider has supplied you with DIDs AND inbound call identification is based ondestination/diallednumber, itwillbenecessarytoconfiguretheSourceIdentificationrulesfortheVoIPProvider. Ifcall identificationisbasedonDIDnumbers,callswillnotberoutedandyouwillgetanerrorintheserveractivitylogsayingSourceIdentificationfailed.

In this case you must enter all the possible DIDs associated with your account. If it is a largerange,itisbesttoenterthisasamaskusingawildcardcharacter(*).Thishelpsimprovesystemperformance.Forexample, if youhavea rangeof999DIDnumbers,e.g.2456000 to2456999,youcanenter2456*.TospecifytheDIDsassociatedwiththeprovideraccount:


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Screenshot11-AddingDIDsforSourceIdentificationpurposes

1. GototheSourceIDtaboftheVoIPprovideraccount

2. EnabletheoptionSourceIdentificationbyDID

3. NowspecifytheSIPfieldthatcontainstheDIDnumbers

4. Specify the DID numbers. The option Add Mask allows you to add a mask that covers arangeofDIDnumbers.AddDIDnumberwillbringupadialogallowingyoutoselectfromDIDnumbers that youhavealready inputted in theDID tabof theVoIPprovider.ClickOKwhendone.

Note:ConfigurationisnecessarybecausesourceidentificationbasedonDIDandroutingbasedonDIDaretwodifferentthingsandthusrequireseparateconfiguration.


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7.CreatingOutboundCallRules

Introduction

Anoutboundruledefinesonwhichgateway/provideranoutboundcallshouldbeplaced,basedonwhoismakingthecall,thenumberthatisbeingdialledandthelengthofthenumber.

Creatinganoutboundcallrule

Screenshot14-Creatinganewoutboundrule

Tocreateanoutboundrule:

1.Onthe3CXManagementConsolemenu,clickAdd>OutboundRule,andenteranamefortherule.

2.Nowspecify forwhichcalls toapply theoutbound route. In the Apply this rule to thesecallssection,specifyanyoftheseoptions:

CallstoNumbersstartingwithapplythisruletoallcallsstartingwiththenumberyouspecify.Forexample,specify0tospecifythatallcallsstartingwitha0(usuallyaprefix)areoutboundcalls.Callerswoulddial0123456toreachthenumber123456

Callsfromextension(s)Selectthisoptiontodefineparticularextensionsorextensionrangesforwhichthisruleapplies.Specifyoneormoreextensionsseparatedbycommas,orspecifyarangeusinga-,forexample100-120

CallswithaNumberlengthofSelectthisoptiontoapplytheruletonumberswithaparticulardigit length, for example 8 digits. This way you can capture calls to local area numbers ornationalnumberswithoutrequiringaprefix.


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Calls fromExtensionGrouprather thenspecifying individualextensions,youcanspecifyagroupofextensions

3.Nowspecifyhowtheoutboundcallsshouldbemade.Inthe Makeoutboundcallsonsection,select up to 3 routes for the call. Each defined gateway or provider will be listed as a possibleroute.Ifthefirstrouteisnotavailableorbusy,3CXPhoneSystemwillautomaticallytrythesecondroute.

4.YoucantransformanumberthathasbeencaughtbytheoutboundrulebeforeitisroutedtotheselectedgatewayorproviderusingtheStripdigitsandPrependfields:

Strip digits allows you to remove 1 or more of the digits. Use this to remove the prefixbefore it isdialledon thegatewayorprovider. In theexampleabove,youwouldspecify toremove1digit,inordertoremovetheprefix0beforeitisdialled.

Prependallowsyoutoaddoneormoredigitsrequiredbytheproviderorgateway.

Youcansettheseoptionsperroute,sinceaVOIPgatewayconnectedtothelocalPSTNmightrequireadifferentlogicthanifthecallisroutedviaaVOIPprovider.

.


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8.3CXMyPhone

Introduction

3CXMyPhone(formerly3CXAssistant)isawebbasedutilitywhichallowsuserstoeasilymanagetheirextensionwithafewmouseclicksratherthenviaacrypticandlimitedphoneinterface.

3CXMyPhoneisnotaphoneitworksintandemwithanexistingIPhardwarephone,softphoneor even a smartphone. Calls are made and answered on your existing phone. 3CX MyPhoneprovidesthefollowingfunctions:

1. CallPop-up-Uponanincomingcall,asmalldialogwillpopup,whichallowsyoutorejectacallor transferacall toanotherpersonor tovoicemail -withasinglemouseclickorusingdraganddrop.

2. EasyCallTransfer/Park-Whenonacall,youcantransferorparkacallwithamouseclickorviadraganddrop,noneedtolearndialcodesorcalltransferproceduresonaphone.

3. Presence -Thestatusof theotherextensions isshown,allowingyou toavoidunnecessarycallsorcalltransferstocolleagues.

4. Click to Call - Launch calls with a mouse click double click on an extension to call theperson, or enter a name or number in the make call dialog. The call will automatically belaunchedwithout requiring you todial thenumber. Calls can also be launched directly fromyourcontactmanagementsoftwarewiththeCRMintegrationmodule.


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5. HotkeydialingSelectanumberinawebpageordocumenttolaunchacall

6. Queuemonitoring-Viewthestatusofqueuesthatyouareamemberof.Youwillseecallerswaitinginthequeueandbeabletotakeacallfromthequeue.

7. TextchatMessageotherusersusingthein-builtchatoption

8. Recordcalls-youcantriggertherecordingofacallbyhittingtherecordbutton

9. Phonebook 3CX MyPhone provides easy access to the company and to the personalphonebook, and allows users to trigger calls simply by typing a name this will thenautomaticallyresolvethenumberandlaunchthecall.

3CX MyPhone will show different information based on whether you are a standard user, adepartmentalmanagerora companymanager. Indepartmentmanagermodeyouwill seecallsfrom anyone in your department. In management mode you will see information of the entirecompany. These rights are set by the Phone System administrator in the 3CX Managementconsole.

Moreinformationabout3CXMyPhonecanbefoundherehttp://www.3cx.com/MyPhone/

Deploying3CXMyPhone

Since3CXMyPhone isawebbasedSilverlightapplication, there isnoneed to runan installer.UserswillreceiveaURLintheirExtensionwelcomeemailwhichwilldirectthemto3CXMyPhone.

Theycaninstall theapplicationlocallybyrunningtheInstall linklocatednexttothelogoutlink.ThiswillcacheacopyoftheSilverlightapplicationandinstalladesktopshortcut.Theapplicationwillstill run fromawebbrowser,however theapplicationwillbecachedandadifferentbrowsersizecanbeusedmoresuitableto3CXMyPhone.

Updating3CXMyPhone

Updatesto3CXMyPhonearedeployedautomatically.Ifauserhasanoutdated3CXMyPhoneonhis desktop, an icon will appear at the top of his/her 3CX MyPhone indicating there are newupdates.Theupdateswillbedownloadedanddeployedassoonastheuserclicksontheicon.

Using3CXMyPhone

Awebbasedusermanualexistsfor3CXMyPhone.Thismanualcanbefoundhere:

http://www.3cx.com/blog/myphone/

Grouping&AssigningRights

3CX MyPhone can limit what call information is displayed based on extension groups. Theseextensiongroupsareusedtodeterminewhatinformationisshowntowhom.Inadditiontheyhelpgrouptheextensionforbothusersandtheadministrator.Tocreateanextensiongroup:


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Screenshot15-AddinganExtensionGroup

1. In the management console, click on the Extensions node and click on the Add ExtensionGroupicon.

2.NowproceedtoaddExtensionsbyselectingextensionsandclickingonthe Addbutton.NotethatExtensionscanonlybepartofonegroup,soonlyextensionsthathavenotbeenassignedtoagroupyetarelisted.

Screenshot16-SettingExtensionGroupRights


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3.NowclickontheRightstab.Thesesettingspertaintowhatgroupmemberscanseeanddointhe3CXMyPhone.

4. You can configure one or more Administrators for this group. Typically this would be adepartment supervisor. Group administrators will be able to see the call details of everyoneWITHINthatgroup.

5.OptionallyyoucanenabletheAdministratorextensionstoperformoperationsoncallsofanyofthe group members. Check the option Perform operations on calls to users of this group toenablethis.

6.Youcanalsoconfigurewhatrightsregulargroupmembershave:

SeeCallDetailsofothergroupmembers

SeeAllQueuesinthesystem

Performoperationsoncallsofgroupmembers.

CanBargeinoncallstousersofthisgroup

7. Click OK to save group and rights information. Users will need to login and logout of 3CXAssistanttoseetheirnewrightsreflected.

TheManagementExtensiongroup

The Management Group is a group that is always present in 3CX Phone System. Extensionsassignedtothisgroupcan:

1. SeethecalldetailsofALLextensionsandqueues

2. PerformoperationsonANYcall in thesystem(Pickup, transfer,Divert,Reject,Barge-in,Park).

Toaddanextensiontothemanagementgroup:

1. ClickontheMANAGEMENTsub-nodeundertheextensionsnode.

2. SelectanextensionandclickAdd.PressApply/OKtosavethechanges.

3. Nowlogoutandloginwith3CXMyPhonetoseetheadditionalinformation.

Configuringadditionalconnections

Tomonitorother3CXPhoneSystemslocatedinaremoteofficesimplyopenanadditionalbrowserortabandlogonusingtheURLprovidedbythat3CXPhoneSysteminstall..


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9.TheDigitalReceptionist/Autoattendant

Introduction

Thedigitalreceptionistfeatureallowsyoutoanswerphonecallsautomaticallyusingthecomputerand present the caller with a list of options. The caller can then choose the appropriate optionusingthenumbersonhisphonekeypad.

Usingthisfeatureyoucanimplementamenu,forexample:forsalespress1,forsupportpress2etc.Adigitalreceptionistisalsoknownasanautoattendant.

You can configuredifferent menu options and text for the menus based on which line the callscomesin,aswellasbasedonwhetherthecallisreceivedwithinoroutsideofficehours.Thiswayyoucouldhaveadifferentansweroutsideofficehoursandde-activatemenuoptionsaccordingly.

Recordingamenuprompt

Beforeyoucreateyourdigitalreceptionist,youmustwritedownthemenuoptionsyouwishtoofferthe caller, think of a suitable text and record the announcement. A simple example would beWelcome to Company XYZ, for sales press 1, for support press 2 or stay on the line for anoperator

Note: It isgenerally recommended toput thenumber theusershouldpressafter theoption, i.e.for sales, press 1, rather then press 1 for sales. This is because the user will wait for thedesiredoptionandonlythenregisterwhatnumbertopress

Onceyouhavedevisedthetextyoucancreatetheprompt.Torecordtheprompt:

1. YoucanusetheRecordbuttontorecordthepromptviathephone.Youwillbepromptedforyourextensionnumberandthesystemwillcallyouandpromptyoutorecordtheprompt

2. Alternatively, you can use Windows Sound Recorder or a 3rd party voice talent service torecord the prompt. You must save the file in WAV format in PCM, 8 kHz, 16 bit, Monoformat.(InWindowsSoundRecorderyoumustusetheSaveAsoptiontosavethisformat)DonotuseMP3format.

Creatingadigitalreceptionist

Youcancreatemultipledigitalreceptionistsandlink themtoaparticular line.Tocreateadigitalreceptionist:

1.Inthe3CXPhoneSystemManagementConsolemenu,selectonAdd>DigitalReceptionist.


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Screenshot18-Configuringadigitalreceptionist

2.Specifyanameandvirtualextensionnumberforthedigitalreceptionist.

3.Nowclickontherecordbuttonandenteryourextensionnumber.Youwillbecalledsothatyoucan record the prompt. Alternatively click on the browse button and specify a file that youpreviously recorded. The file will be copied into the %allusersprofile%\3CX\Data\Ivr\Promptsdirectory.

4. Specify the menu options. Select the appropriate key, and then select from the availableactions.Thenspecifytheextensionnumberorvirtualextensionnumber(virtualextensionnumberinthecaseofRingGroup,CallQueueortoanotherDigitalreceptionist)5.Thelastoption,Timeout,allowsyoutospecifyhowlongthesystemshouldwaitforaninput.Ifitreceives no input, it will automatically perform this action. This is handy for callers who did notunderstandthemenuorwhodonothaveaDTMFcapablephone.Whenready,clickOKtosavethedigitalreceptionist.

Allowingcallerstodialaknownextensiondirectly

Whilstadigitalreceptionistprompt isplaying,acallercanenter theextensionnumberdirectly tobeconnectedtoanextensionimmediately.Thisallowscallerswhoknowtheirpartysextensiontoavoidbotheringthereceptionist.Thisoptionisenabledbydefault.Ifyouwishtomakeuseofthisfeaturesimplyinstructyourcallersbyexplainingthisinthevoiceprompt.Forexample:

Welcome to Company XYZ, for sales press 1, for support press 2. If you know your partiesextensionnumber,youmayenteritnow


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CallByName

Youcanalsodirectcallerstothedialbynamefunction.Thisallowsthemtofindthepersontheywishtospeaktobyenteringthefirstlettersofthepersonsnameonthephonedialpad.Thecallbynamefunctionrequires:

1. Aself-identificationmessagefortheuser.Userswithoutaself-identificationmessagearenotaccessibleviathecall-by-namefeature.

2. UsercannothavealastnamewithUnicodecharacters

3. The Call-by-name menu feature must be activated from a Digital Receptionist as anaction.

Self-identificationMessage

Torecordyourself-identificationmessage:

1. Gotoyourvoice-mailmenu(Default999).2. Gototheoptionsmenu(9key).3. Press5keytorecordtheselfIDmessage.

4. Recordyournameonly,i.e.SarahJones

Howitworks

TheCall-by-namefeatureusesthelastnameoftheuserandcomparesitwiththeinput(thathasbeenenteredonthephonekeypad).Thefollowingrulesareused:

Thelastnameisconvertedtouppercase.

Allsymbolsexcept[2-9]and[A-Z]areignored. Thefollowingtranslationsforsymbolsareused:

o'ABC2'=>'2'

o'DEF3=>'3'

o'GHI4'=>'4'

o'JKL5'=>'5'

o'MNO6'=>'6'

o'PQRS7'=>'7'

o'TUV8'=>'8'

o'WXYZ9'=>'9'

Youhavetotypeaminimumofthreedigits(09)tocalltoauser.Digits0and1areignored,butcanbeusedtocall touserswithshort lastnames(forexample,toaccesssomeonewiththelastnameLi,youcantype540).After the user has entered three digits, IVR queries the phone system database for matchingusers.Iftherearenomatchingusers,itplaysextensionnotfound.Ifthereisonlyonematchinguser,theIVRplaysPleaseholdwhileItransferyourcallandredirectsthecalltotheuser.Ifthereismorethanonematchinguser,theIVRwillwaitforadditionaldigitsfromtheuserfor2seconds.


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IfIVRwaitsforadditionaldigits(morethanonematchinguser)anduserpressesanydigit,theIVRwilladdthisdigittothecurrentinputandcheckcurrentlymatchingusers.Iftherearenomatchingusers,itwillplayextensionnotfound.

Iftheuserdoesnotinputanymoredigits(2secondselapsedor#hasbeenpressed)andmorethenoneuserismatched,thentheIVRwillplay:TocalltoVanDammepress0.TocalltoVanHalenpress1.Toexitpresspound.InthisexampleVanDammeandVanHallenareself-identificationpromptsofthematchingusers.


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10.AddingDIDnumbers/InboundRules

Introduction

Manycompaniesprovideusersand/ordepartmentswithDirectorDIDnumbers,whichallowtheircontacts to call them directly, bypassing the receptionist. DID numbers are referred to as DDInumbers in the United Kingdom and as MSN numbers in Germany. Even if you have a digitalreceptionist,adirectline/numberisoftenpreferablebecauseitsmoreconvenientforthecaller.

DirectnumberscanbeeasilyimplementedusingDIDnumbers.DIDnumbersareprovidedbyyourVOIPproviderorPhoneCompanyandarevirtualnumbersassignedtoyourphysicallines.Usuallyyouareassignedarangeofnumbers,which is linkedtoanexistingBRI/T1/E1.Therewillbeanextrachargepernumberorperrange,butthiswillbeafractionofthecostofaddingphysicallines.EnquirewithyourPhoneCompanyorVOIPproviderformoreinformation.

Screenshot19-ConfiguringDIDs

DIDnumbersand3CXPhoneSystemHowitworks

DIDnumbersplaywellwith3CXPhoneSystem,or indeedwithanySIPbasedIPPBX.Actingaccording to the SIP standard, 3CX Phone System expects the DID number, i.e. the intendeddestination, to be in the To: field of the SIP invite request. Most VOIP providers and VOIPGatewayswilldothisbydefault.Thenallyouneedtodo in the3CXManagementConsole is toconfigure calls made to that particular DID number to go to a particular extension, digitalreceptionistorotherdestination.


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AddingDIDs

Screenshot20-SelectingwheretoroutecallstothisDID

ToaddaDID;

1.ClickontheCreateDIDbuttoninthe3CXManagementConsoleinthetoolbar.

2.EnteranamefortheDID(forexamplesales).Note:TheDIDnamecanbepre-pendedorappendedtotheCaller IDsoasto identifyonwhichnumberacallerhascalled.YoucanenablethisfromtheSettings>General>GlobaloptionspageunderAppend/PrependnametocallerID

3. Now enter the DID number as it will appear in the SIP to header. 3CX Phone System willmatch the number inserted in this field with the to header, starting from the last part of thereceivedstring,thusavoidinganydifferencesintheformatofthenumber.Forexample,ifyouarebasedintheUKandyourDIDnumberis0845-2304024,thenyoucanenterthenumber2304024.This will match any DID number inserted in the To field ending with these numbers, including+448452304024,08452304024,00448452304024,and,ofcourse,2304024.OfcourseitisbesttocheckwithyourVoIPproviderorPhoneCompanyinwhatformattheDIDnumberwillbeinsertedjustforreference.4. Now select for which ports you wish to add this DID. If the DID number is associated withmultipleISDNports,thenyoumustselecteach.Aninboundrulewillbecreatedforeachportthatyouselect.


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5.NowspecifywhereyouwishtodirectcallsmadetothisDID:

EndCall

Connectiontoextension

ConnecttoQueue/RingGroup

ConnecttoDigitalreceptionist

Voicemailboxforextension

Forwardtooutsidenumber

Sendfaxtoemailofextension

6.Youcanspecify thatan incomingcall isrouteddifferently if it isreceivedoutsideofficehours.De-selecttheSameasduringofficehoursoptiontospecifyadifferentroute.

7.ClickOK to create theDID / Inbound rule.Thenewly createdDIDswill be listedas inboundrules.

UsingDIDswithaVoIPprovideraccount

If your VoIP provider has supplied you with DIDs, AND inbound call identification is based ondestination/diallednumber, itwillbenecessarytoconfiguretheSourceIdentificationrulesfortheVoIPProvider.Please refer to thechapteron Adding lineshostedbyaVoIPprovider formoreinformation.

TroubleshootingDIDlines

IfyouhavecreatedDIDlines,butcallsarenotbeingforwarded,dothefollowing:

1. GototheServerActivitylognodeinthe3CXmanagementConsole.TheServerStatusscreenlistscurrentserveractivityand logscalls thatarebeingreceivedand forwhichnumber theywerereceived.

2. CalltheDIDnumberthatyouconfigured,andmonitortheServerStatuslog.Youwillseealineappearingsomethinglike:In

3CXPhoneSystemManual10

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