MANUAL

3CX Phone System for Windows

Version 12.5

Copyright20062015,3CXLtd.
http://www.3cx.com
Email:[email protected]

Information in this document is subject to change without notice. Companies names anddatausedin exampleshereinarefictitious
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,withouttheexpresswrittenpermissionof 3CXLtd.3CX Phone SystemforWindows is copyrightof3CX
Ltd.3CXisaregisteredtrademark,and 3CXPhoneSystem forWindowsandthe 3CXlogoaretrademarksof3CXLtd. inEurope,the
UnitedStatesandothercountries.Version12.5LastupdatedJanuary2015.

3CXPhoneSystemManualIndex

Section1Introduction&Installation

01.Introduction,Licensing&Support
02.Installing3CXPhoneSystem

Section2Extension/Endpointmanagement

03.Configuringtheclients:3CXPhone
04.Configuring&ManagingIPPhones&Endpoints
05.ExtensionManagement

Section3TrunkManagement

06.ConfiguringVoIPProviders/SIPtrunks
07.ConfiguringVoIPGateways
08.TrunkManagement

Section4PBXServices

09.ConfiguringDigitalReceptionist/IVR
10.ConfiguringRingGroups/Paging/Intercom
11.ConfiguringCallQueues
12.ConfiguringFaxServer
13.ConfiguringWeb/CallConferencing

Section5AdvancedFeatures

14.Delegating3CXManagementConsoleAccess
15.Connecting3CXBridges
16.ThePhoneBook/Directoryservice
17.CallReporting
18.MonitoringyourPhoneSystem

Section6Firewall&Network

19.Firewall&RouterConfiguration
20.The3CXTunnel/SessionBorderController

Introduction,Licensing,Support

Whatis3CXPhoneSystemforWindows?
3CX Phone System is a softwarebased IP PBX that replaces a traditionalPBXand delivers to
employees the ability to make, receive andtransfercalls. TheIP PBX supportsalltraditionalPBX
features but alsoincludesmanynewmobilityandproductivity features.AnIPPBXisalsoreferred
toasaVoIPPhoneSystem,IPPABXorSIPserver.

Calls are sent as data packets over the computer data network instead of the traditional phone
network. Phones share the network with computers and thus separate phone wiring is not
required. With the use of a VoIP/PSTN gateway, you can connect existingphone lines to the IP
PBX to make and receivephonecallsviaaregular PSTN line.YoucanalsouseaVoIPProvider,
whichremovestherequirementofagateway.

3CX PhoneSysteminteroperates with standard SIP softphones, IP phones orsmartphones,and

provides internal call switching, as well as inbound and outbound calling via the standard phone
networkorviaaVoIPservice.

HowanIPPhoneSystemWorks
A VoIP Phone System, also referred to as an IP PBX, generally consistsof the IP PBX server,
one or more SIP based phones and a VoIP/PSTN Gateway or a VoIP service provider. The IP
PBX server is similar to a proxy server: SIP clients, being either soft phones or hardwarebased
phones, register with the IP PBX server, and when they wish to make acalltheyasktheIPPBX
to establish the connection. The IP PBX has a directory of all phones/users and their
corresponding SIPaddressandthusisabletoconnectaninternalcallorrouteanexternalcallvia
eitheraVoIP/PSTNgatewayoraVoIPserviceprovider.

FigureVoIPPhoneSystemOverview

The image illustrates howan IP PBX integrates on thenetworkandhowitusesthePSTNand/or

theInternettoconnectcalls.

SIPPhones
A VoIP phone system requires the use of SIP phones. These phones arebased on the Session
Initiation Protocol (SIP), an industry standard to which all modern IP PBXs adhere. The SIP
protocol defines how calls should be established and is specified in RFC 3261. SIP allows the
possibility to mix and match IP PBX software, phones and gateways. This protects your
investmentinphonehardware.SIPphonesareavailableinseveralversions/types:

Software(based)SIPphones

3CXPhoneforWindows(left),3CXPhoneforMac(right)

A software basedSIP phone is a program which makes use of your computer's microphoneand
speakers, or anattachedheadsettoallowyoutomakeorreceivecalls.ExamplesofsoftwareSIP
phonesare3CXPhoneorXLitefromCounterpath.

Hardware(based)SIPPhones

HardwareIPPhones:snom760left,YealinkT46(withsidecar)right

A hardware based SIP phone looks and behaves like a normal phone. Its actually a mini
computer that connects directly to the computer network. They have an integrated mini hub,

allowing them to share a network connection point with a computer, eliminating the need for an
additionalnetworkpointforthephone.

Smartphones(iPhoneandAndroid)

UsinganAndroidSmartphonewith3CX

iPhones and Android phones can be used as clients to 3CX Phone System using the freely
available 3CXPhone for Android and 3CXPhone for iPhone. Using 3CXPhone, your smartphone
becomes a wireless desk phone in the office, and can be used to answerand receive company
callswhileoutoftheofficeviaWiFior3G(YourmobileprovidermustsupportVoIPover3G).

3CXPhoneSystemLicensing
Licensing is based on the number of simultaneous calls that your company requires, including
both external and internal calls. Each 3CX Phone System allows you to create an UNLIMITED
number of extensions. To arrive at the correct number of simultaneous calls that you need you
must usually take the projected number of extensions and divide by twoto four timesdepending
onhowmuchyourorganisationusesthephone.

3CXPhoneSystemEditions
3CX Phone System is available in three different editions Free, Standard and Pro. The Pro
editionaddsthefollowingfeatures:
Advanced real time statistics With theseadvanced call center features,supervisorscan
get access to the advanced real time information in 3CXPhone for Windows and Mac.
Besides monitoring queue status and which agents are logged on, you can see the
number of callers in queue, the number of answered/unanswered calls, average and
longestwaittime,thetimeanagentloggedin/outofqueueandmore.
AdditionalQueuestrategiesincludingCallBack,LongestWait,LeastUsed.
Whisper Whisper functionalityon queuecalls.ListenintomonitorAgentresponses,and
if an Agent responds wrongly you can provide feedback that only the Agent can hear,
allowinghim/hertocorrecttheiranswers.
ListeninAllowssupervisorstolisteninoncallstomonitorAgentresponses.
Wrap up time Wrap uptimegivesagentsaconfigurableamountoftimetoenternotesin
the customer record or followuptasksbeforetheyhavetotakeanothercall.Wrapuptime

canbeconfiguredperqueue.
Wall Board feature A web page which can be displayed on a large screen with total
numberofcallswaiting,numberofansweredandunansweredcallsandaveragewaittime.
Alerts to file and email when a call is in the queue beyond a certain time. You can now
enforce SLA requirements and get notifications whenever a call is in a queue beyond a
certaintime.
Anemailnotificationcanbesentandthealertisalsologged.
Abilitytologoutanagentfromthequeue.
Moreextensivereports.

Adetailedfeaturecomparisonbetweenversionsisavailableatthislocation:
http://www.3cx.com/phonesystem/editioncomparison

Support
3CX Technical Support is available via our Support Portal for 3CX Partners (free) or with a 3CX
Support package (Extra charge). Review our support procedures and pricing at:
http://www.3cx.com/ordering/procedures
. We also have a community forum from where you can
obtainusertousersupportforourproducts.

RequestSupportviaourSupportSystem
If you are a 3CX Partner or have purchased a support package from 3CX, you can contact the
3CX support department via the support system. Login details would havebeen provided to you
byemail.
When requesting support, include the Support info data. 3CX Phone System can automatically
generate a file which includes all relevant support information.
NO PASSWORDS TOPHONES
OR VoIP PROVIDERS WILL BE INCLUDED.
The data will NOT besent automatically. You will
be prompted fora locationto save the data, soyoucancheckwhatdatawillbesenttous before
yousendit.

Togeneratethesupportinfofile:
1. Logintothe3CXManagementConsole.
2. Goto
Help(topright)>GenerateSupportInfo
.
3. You will be promptedfor a locationtosavethedata. Enterthefilenameforthesupportzip
filetobegenerated.Click
Save
.
4. Logintothe3CXsupportsystem,andattachtheinformationtoyoursupportrequest.
5. Include a detailed problem description. It should clearly indicate what the problem is, and
when it occurs. Mention what hardware or VoIP provider you are using with 3CX Phone
System.Indicatealsowhattestshavebeenperformedtoisolatetheproblem.

Gettingadditionalinformation

SupportPage/ConfigurationGuides/KnowledgeBase
3CX maintains a knowledge base / help page. Be sureto follow the configuration guides for the
make and model of your VoIP gateway, SIP phone or Firewall. The configurationguides can be
foundat
http://www.3cx.com/support/

3CXPhoneSystemBlog
We highly recommend that you follow our product blog to keep uptodatewiththelatestupdates
on 3CX Phone System. The 3CX blog can be accessed from
http://www.3cx.com/blog
. You can

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

FindusonFacebook
Like us on Facebook at
http://www.facebook.com/3CX and stayuptodatewithourproductnews
andhowtos.

FeatureRequests
If you would like to request a new feature, you can do this onour feature requests page, which
canbefoundat
http://www.3cx.com/ideas

Get3CXCertifiedFreeOnlineVideoTraining
The free 3CX Certification program is designedtoboost3CXPartnersandusersproductivityand
profitability by givingthemtheresourcesandknowledge theyneedtosell,deployandsupportthe
awardwinning3CXPhoneSystemforWindows.

3CXhastwonewcertificationlevels:
3CXCertifiedEngineer(
http://www.3cx.com/3cxacademy/videos/basic/
)and
3CXAdvancedCertified(
http://www.3cx.com/3cxacademy/videos/advanced/
)
as well as acompleteseriesofonlinetrainingvideoswhichgives3CXPartnersalltheinformation
theyneedtoprepareforbothcertificationlevels.

Takingthe3CXCertificationTest
After you have watched the videos, create a 3CX Academy account or login
(
http://www.3cx.com/3cxacademy/
) to take the 3CX Certification test. You will need to have
gainedthe3CXCertifiedEngineercertificationbeforetakingthe3CXAdvancedCertifiedtest.

CommunitySupportForums
If you are evaluating3CX or using the free edition, you can visit the forums todiscussquestions
withother3CXusers.Theforumsarelocatedhere:
http://www.3cx.com/forums/

Please note that 3CX does not provide technical support via the forums. Official 3CX Technical
supportrequiresyoutohaveasupportpackageorbea3CXpartner.

Installing3CXPhoneSystemforWindows

SystemRequirements

SupportedOperatingSystems
3CXPhoneSystemv12.5issupportedonthefollowingoperatingsystems:

Windows7Professional(x64)
Windows7Ultimate(x64)
Windows7Enterprise(x64)
Windows8Pro(x64)
Windows8Enterprise(x64)
Windows8.1Pro(x64)
Windows8.1Enterprise(x64)

Windows2008R2Foundation(x64only)
Windows2008R2Standard(x64only)
Windows2008R2Enterprise(x64only)
Windows2008R2Datacenter(x64only)
Windows2012Foundation(max.15presenceconnectionsonIISinstallations)
Windows2012Essentials(max.25presenceconnectionsonIISinstallations)
Windows2012Standard
Windows2012Datacenter
Windows2012R2Essentials(max.25presenceconnectionsonIISinstallations)
Windows2012R2Standard
Windows2012R2Datacenter

Installations on Microsoft Windowsserver Coreversionsarenotsupported.InstallationsonSmall

Business Server 2008 are not recommended. However if you wish to useSBS, ensurethat you
useAbyssasawebserver.

SupportedHardwareandVMplatforms
The 3CX Phone System is extensively tested to be run as a VM which eliminates the cost of
separate hardware and adds high availability solutions based on the hypervisor infrastructure.
Supportedhypervisorplatformsare:

VMwareESX5.Xandabove.
MicrosoftHyperV2008R2andabove.
The HyperV VM running 3CX Phone System requires specific settings. For more
information:
http://www.3cx.com/docs/installingmicrosofthyperv/

Avoid using the 3CX Phone System on converted VMs (P2V) because a converted virtual
machine might have timing issues,which causes the guest operatingsystemnottosyncwiththe
timerofthehypervisor.

Systemperformancedependsonfivekeyfactors:
Howmanysimultaneouscallswillthesystemhandle?

Howmanypeoplewillsimultaneouslyconnecttothepresenceserver?
Iscallrecordingused?
AreVoIPProvidersused?
ArecallroutingsbuildmainlyaroundqueuesandIVRs?

BasedonthesefactorsthehardwarecanvaryfromIntelAtomCPUswith4GborRAMuptoa
multisocket/coresystem.Generalguidelinescanbefoundonlineinthesearticles:
http://www.3cx.com/docs/recommendedhardwarespecificationsfor3cx/
http://www.3cx.com/blog/news/3cxphonesystemforlargeenterprises/

Firewall&Networkconsiderations
Please have a look at thisarticleforamoredetailedexplanationonhowtoconfigureyourfirewall
andwhatportstoopen:
http://www.3cx.com/docs/firewallrouterconfigurationvoip/

Otherrequirements

LatestversionofFirefoxorGoogleChrome.
Microsoft.NETFrameworkversion4.5orhigher.
YouwillneedtohaveagoodbasicunderstandingofWindowsNetworking.
Aconstantinternetconnectiontoerp.3cx.comonport443.
Ondemandconnectiontodownloads.3cx.com/*onport80for3CXManagementConsole
downloadsandadditionalinformation.

PreparingtheWindowshostmachineforinstallation
Somebasictasks
MUST
becompletedbeforeinstalling3CXPhoneSystem:
AssignastaticinternalIPaddresstothehostmachinesnetworkadapter.
Install all available Windows updates & Service packs before installing the 3CX Phone
System. Reboots after installing Windows updates may reveal additional updates. Pay
particular attention to install all updates for Microsoft .Net before running the 3CX Phone
Systeminstallation.
Antivirus Software should not scan the following directories to avoid complications and
writeaccessdelays
C:\ProgramFiles\3CXPhoneSystem\*
C:\ProgramData\3CX\*
Incasethe3CXPhoneSystemhostmachinehasmultiplenetworkadapters:
Disableunusednetworkinterfaces/WiFiadapters.
One active network interfaceMUST havea default gateway configured. Itisillegal
tohavemultiplenetworkinterfacesallwithdefaultgatewaysconfigured.
PrioritizethenetworkinterfaceusedforSIPtothefirstpositionfrom:ControlPanel
>Inthesearchboxtype:adapter>ClickViewnetworkconnections>Pressthe
AltkeyandselectAdvanced>AdvancedSettings>AdapterandBindingstab
>Connectionssection.
EnsurethatallpowersavingoptionsforyourSystemandNetworkadaptersaredisabled
(SetthesystemtoHighPerformance).
DonotinstallTeamViewerVPNOptiononthehostmachine.
DonotusethehostmachineasaVPNdialinendpoint(InboundorOutbound).
DisableBluetoothadaptersifitisaclientPC.
3CXPhoneSystemmustnotbeinstalledonahostwhichfeaturesDNS,MSSharePointor
Exchangeservices.

 The3CXPhoneSystemrequiresalistoflocalportstobealwaysavailable(notusedby
anyotherservice).Thefulllistofportscanbefoundhere:
http://www.3cx.com/blog/docs/portsused/

DownloadandInstall3CXPhoneSystem
1. Downloadthelatestversionof3CXPhoneSystemfrom
http://downloads.3cx.com/downloads/3CXPhoneSystem125.exe
.
2. Runthesetupbydoubleclickingonthesetupfile.Readthesystemrequirementsand
click
Next
.
3. Readourconfigurationrecommendationsandclick
Next
.
4. Youwillbeaskedtoreviewandacceptthelicenseagreement.
5. Select the installation folder path. 3CX Phone System will need a minimum of 10GB free
hard disk space. You will need to reserve additional space to store voicemail files,
recordings&voiceprompts.Click
Next
.
6. You will be asked whether you wish to use IIS or the inbuilt web server,Abyss.For all
serveroperatingsystemswerecommendchoosingIIS.

7. Carefully choose the HTTP and HTTPS ports that you want to use. If you are upgrading
from a previous version of 3CX Phone System, or already run a web server on your
machine, use ports 5000/5001. Alternatively use the default ports80/443 and resend the
Provisioning Welcome Emails. Make sure that the ports you choose are forwarded to the
3CXPhoneSystemmachine.Readourfirewallconfigurationguideat:
http://www.3cx.com/docs/firewallrouterconfigurationvoip/
.
More information regarding choosing the correct ports for your systemcanbefoundhere:
http://www.3cx.com/blog/docs/httphttpsports3cxphonesystem/

8. You will then be prompted to create your SSL certificate for HTTPS. Fill in your company
name, internal/external FQDNs and certificate password.
ImportantNote:IntheInternal/
External FQDN fields you need to specify your Fully Qualified Domain Names, for
example: pbx.interobit.local and pbx.interobit.com. This is required for the creation of
yourSSL certificate.FQDNsmustresolvetothecorrectIPaddresses.YourinternalFQDN
must resolve to the local IP of your PBX server, and the external FQDN must resolve to
the public IP. If you donothaveFQDNsyouneed tocreatetheminyourlocalDNSoruse
an Internet Service. Read our guides on How to create an internal FQDN
(
http://www.3cx.com/blog/docs/howtocreateinternalfqdn/
) and How to create an
externalFQDN(
http://www.3cx.com/blog/docs/howtocreateexternalfqdn/
).Ifyou donot
have a DNS server, you can enter your internal and external IP addresses in the
corresponding fields.
Important Note: This is only for testing purposes and it is NOT
recommendedforuseinaproductionPBX.
9. Click
Next
. If you wish to review installation settings click
Back
, otherwise click
Install to start the installation of 3CX Phone System. Setup will now copy all files and
install the necessary Windows services. When setup has completed, the 3CX Phone
System Configuration Wizard will start. To complete the install and proceed to configure
yoursystemclick
Finish
.

3CXPhoneSystemConfigurationWizard
The 3CX Phone System configuration wizard will walk you through a number of essential tasks
that you need to do in order to get your system up and running. You will be asked to select the
languagethatyouwanttousefor3CXPhoneSystem.

1.

2.
3.

4.

5.

6.

7.

8.

9.

The3CXConfigurationWizard

The wizard will proceed and askfor the Static Public IP,andLocal IPAddresswhich3CX
willuse.
Note:
If you do not have a Static Public IP, VoIP Providers, remote extensions and
WebRTCCalls
willnot
workwith3CX.
If you are upgrading or moving your 3CX Phone System installation, the wizardwill give
youtheoptiontorestoresettingsfromabackupthatwaspreviouslycreated.
The wizard will then askyou for the digitlength of your extension numbers.Thisisavery
important decision since
it cannot be altered later
on without reinstalling and
reconfiguringthePBXfromscratch.
You will then be asked to add your mail server name, reply to address, if necessary
authentication details (username/password) and whether the connection should be made
via a secure channel(TLS).Thesesettingsareusedtosendemailnotifications,voicemail
andfaxes.
The 3CX Wizard will then ask youforausernameandpasswordto beusedtologintothe
3CX Phone System Management Console and manage the phone system. Make sure to
use a strong password to prevent unauthorised access to your PBX. Username and
passwordarebothcasesensitive.
Confirm that the selected country, International Dialing code (exit code) and time zone
settings are correct. The wizard autoselects settings based on your Windows regional
settings.
The wizard will ask you to create one extension which will be used as the Operator
extension. Additional extensions can be created at a later stage using the 3CX
ManagementConsole.
The wizard will then prompt you tospecify thecountriesandregionstowhichcallscanbe
made. Calls to countries which are not selected, will be blocked. Thisfeaturereducesthe
riskofVoIPtollfraud.
Click
Next
. The 3CX Phone System Wizard will start services and and configure 3CX
PhoneSystem.

10. You will be asked whether you would like to receive a quote for a complete 3CX Phone
System. If you do, fillinyourdetailsanda3CXpartnerwillsendyou adetailedquote.You
can skip thisstepifyoudonotneedaquoteat thisstageorifyouhavealreadypurchased
alicensekeyforthesystem.
11. Click
Finish
. Your browser will launch and open the 3CX Management Console web
page.

Loggingintothe3CXPhoneSystemManagementConsole
When the installation is completed, you can log into the 3CX Phone System management
console. Point your web browser tothe Web Management Console by entering the name of the
machine.Forexample:
HTTP:http://pbx.interobit.com/management
HTTPS:https://pbx.interobit.com/management

If you are not using the default HTTP and HTTPS ports, you need to include yourselectedports
in the URL. For example, ifyou chose 5000 for HTTP and 5001 for HTTPS your links should be
asfollows:
HTTP:http://pbx.interobit.com:5000/management
HTTPS:https://pbx.interobit.com:5001/management

Enter the usernameandpasswordthatyouspecifiedduringsetup,selectthelanguageyou would

like to use and click the
Login button. Note that the username and password are both case
sensitive.

Activating3CXPhoneSystem
Afterinstallation,youmustactivateyourlicensebygoingtothe
Settings>ActivateLicense
pageinthe3CXManagementConsole.

ActivatingYourLicense

Enter your license key, Company, Contact Name, Email, Telephone, Country and thename of

your Reseller (The company who youbought 3CX from) and click on
Activatetoactivateyour
license. This information will be sent to our license key server and your license key and
installation will be activated.Aservice restart will be required at this point so pleasekeep thatin
mindwhenyouactivateyourlicense.

Please note that in order to be entitled to your first year of free upgrade insurance your details
must be insertedcorrectly. These details are reviewed at the 3CX HQ and if theyarenotcorrect
theupgradeinsurancewillnotbeactivated.

Youwillneedtodothiseachtimeyoureinstall3CXPhoneSystemonanewmachineorwhena
changeinthelocalnetworktopologyorhardwareoccurs(forexamplethelocalMACaddress
changes).

Note:
Packetsbetweenthe3CXPhoneSystemserveranderp.3cx.comshouldnotbefilteredor
inspected.IfyourunDPI(DeepPacketInspection),licensekeyactivationswillberejected.

SystemPromptsLanguage
3CX Phone System ships with a US English prompt set by default. Prompts are recorded voice
files that are playedby the system to callers and users of the system.Forexample,whenauser
picks up their voice mail, thesystem prompts will instruct the user what buttonstopressinorder
tohearordeletevoicemessages.Tochangethesystempromptstoadifferentlanguage:

1. Go to
Updates > System prompt sets node, select the prompt set you wish to use
andclickon
DownloadSelected
.Thepromptsetwillbedownloadedtoyourmachine.
Note:
Downloadonlythepromptsetthatyouneed.
2. Go to
Settings > System prompts > Manage Prompt sets at the top of the
screen.
3. Select the prompt set that you have downloaded and click on
SetAs Current Prompt
Set
.Thesystemwillnowusethisnewpromptset.

UpgradingfromaPreviousVersionof3CXPhoneSystem
If you arerunningapreviousversionof3CXPhoneSystem(version3.1,5,6.0,6.1,7.0,7.1,8,9,
10) you must upgrade to v11 SP 4a, and then to v12 SP 6.1 before following the upgrade
procedure.

Ifyouarerunningv12SP6.1,youcanproceedwiththeupgradeprocedure:
1. Makeabackupofyourcurrentconfigurationusingthe3CXBackupandrestoretool.
2. Uninstall the current version from the
Windows Control Panel > Programs and
Features
.
3. Downloadandinstall3CXPhoneSystemVersion12.5.
4. Proceedwiththeinstallationandwhenpromptedbythe3CXWizard,restoreyourbackup.

BackupandRestore

3CX Phone System includes a convenient backup and restoreutility that allows you to create a
complete backup of your phone system configuration and data to a file. To backup your 3CX
Phone System data, run the 3CX Backup and Restore Tool locatedin the 3CX Phone System
StartmenuProgramgroup:
1. Select
Backup3CXPhoneSystem
.

Backup&RestoreUtility

2. Choose which components you would like to backup. For a full backup select all
checkboxes.
3. Selectthepathandfilenametosavethebackupto.Click
Next
.
4. ThetoolwillproceedtobackupyourPBX.

Torestorethephonesystemdata,startthe3CXBackupandRestoreutility:
1. Select
Restore3CXPhoneSystembackup
.
2. Locate the backup of the 3CX Phone System, select it and click
Next
. The tool will
proceed to restore your backup. Note that the current configuration will be
OVERWRITTEN with the backup data, and any changes that you have made
since
performing the backup will be lost
. You must also close the management console
BEFORE
makingarestore.

SchedulingaBackup
UsingtheWindowsscheduleryoucaneasilyscheduleadailyphonesystembackup.Todothis:
1. Goto
WindowsStartMenu
andsearchfor
TaskScheduler.
2. RuntheTaskSchedulerandclick
CreateBasicTask.
3. Selectwhenthistaskwillrunandclick
Next
.
4. Select
Start a program, click
Next and browse to the 3CX Backup program. The
defaultpathis:C:\ProgramFiles\3CXPhoneSystem\Bin\3cxbackup.exe
5. Inthe
Addarguments
entryfield,includethecommandlineparametersthatyouneed:
a.
Hiddenrunstheprocesshiddensoitwillcloseautomaticallyaftercompletion
b.
Backupwillbackupthedatabase
c. Restorewillrestorethedatabase
d. Filepathisthelocationofthedatabasetorestorefromorbackupto
e. /callhistwillincludethecallhistorydatabase
f. /voicepromptswillincludesystemprompts

g.
h.
i.
j.
k.

/voicemailswillincludevoicemails

/callrecordingswillincludecallrecordings.
/exittoexittheutilityafterbackupisdone.

/firmwarebackupthefirmwaresoftheIPPhonesalso
/sslbackupHTTPSconfiguration

Example of an argument for a complete hidden backup of 3CX Phone System to path
c:\backup.zip:
hiddenbackupc:\backup.zip/callrecordings/voicemails/voiceprompts/callhist/ssl/exit

ConfiguringtheClients3CXPhone

Introduction
3CXPhone is a SIP client that allows users to easily manage theirextension with a few mouse
clicks rather than via a cryptic and limitedphone interface. 3CXPhonecan work alongside an
existing supported IP Phone or you can use the inbuilt softphone. 3CXPhone is available for
multipleplatformsincludingWindows,Android,iOSandMac.

3CXPhone

3CXPhoneprovidesthefollowingfunctions:
1. Call Popup Upon receiving a call, 3CXPhone will allow you to reject the call, transfer
the call to another personor to voice mailwithasinglemouseclickorby usingdragand
drop.
2. Easy Call Transfer/ Park Whenonacall,youcantransferorparkacallwithamouse
click or via drag and drop, no need to learn dial codes or call transfer procedures on a
phone.
3. Presence The status of other extensions is displayed, allowing you to avoid
unnecessary calls or call transfers to colleagues that are busy. 3CXPhone will display
different information based on whether you are a standard user, a manager and the
customisation of your Group Rights within your extension settings. In the Manager role,
you can seecallsfromanyoneinyourdepartment.Theserightsaresetbythe3CXPhone
System Administrator from the 3CX Management Console. For additional information
aboutGroupRights,refertotheExtensionManagementsectionofthismanual.
4. Click toCall Launchcallswithacoupleofmouseclicks.Doubleclickonanextensionto
bring up the extension options to make a call, leave a voicemail, or chat. The call will
automatically be launched without requiring you to dial the number. Calls can also be
launched directly from your contact management software when using 3CXPlugins
(
http://www.3cx.com/crmintegration/
).
5. Hotkey Dialling
Place, answer or control calls withease, using configurable keyboard
shortcuts.

6. Queue Monitoring View the status of queuesthat you areamemberora managerof.

Seecallerswaitinginqueueandbeabletopickupacallfromthequeue.
7. Text Chat
Message other users one to one or create multi user chat using the inbuilt
chatoptions.
8. RecordCalls
Youcanrecordacallorconferencecallbyclickingtherecordbutton.
9. Phonebook
3CXPhone provides easy access to the company and to the personal
phonebook. It allowsuserstoinitiatecallsbysearchingforcontactsanddoubleclickingon
the contact. It offers users the option of calling, leaving a voicemail, conferencing and
otheralternativefunctions.Whenthecalloptionisselected,itwillautomaticallyresolvethe
numberandlaunchthecall.

SupportedClientOperatingSystems

3CXPhonev12.5forWindows
3CXPhoneforWindowsrunsonx86andx64hostsasaWOW64application.
WindowsXP(
Not
Supported)
Windows7(TestedandSupported)
Windows8(TestedandSupported)
Windows8.1(TestedandSupported)

Additionalrequirements:
Microsoft.Net4.0or4.5.
MicrosoftVisualC++2010x86(onbothx86andx64hosts).

MicrosoftTerminalServices
2008/2008R2Serverwithterminalservicesinstalled.
2012/2012R2Serverwithterminalservicesinstalled.

3CXPhone for Windows can run in SIP or CTI mode on Microsoft Terminal Servers and allows
multiple runtime instances. When in CTI mode it will drive the IP Phone on your desk. When in
SIP mode audio calls willberoutedthroughtheterminal session(RDP)totheendpointwherethe
default microphone and headset of the clients sound card will be chosen as input and output
device accordingly. However in order to enable SIP mode on a terminal server, desktop
experience must be installed as a role on the terminal server itself and mapped in the remote
desktop session, to be sent and recorded from the client system. Latency during calls made in
this environment is very dependent on the hosts load, the clients computing power, the RDP
protocolusedandavailablebandwidthtothehostitself.

Note: On Terminal Services 3CXPhone can stillbe paired with 3CXPlugins in order toworkwith
CRMpluginssuchasOutlook,howevertheTAPIdriverwillNOTbeinstalled,asTAPIisdesigned
asanonmultiuserawareapplication.

3CXPhoneforiOS
3CXPhoneforiPhoneisoptimizedforiPhone6.
iOS8
iPhone3GS,iPhone4,iPhone4S,iPhone5,iPhone5s,iPhone6
iPodtouch(3rdgeneration),iPodtouch(4thgeneration),iPodtouch(5thgeneration)
iPad&iPadMiniallmodels


3CXPhoneforAndroid
Android2.3orhigher(Android4.Xisrecommended)

3CXPhoneforMACOSX
MacOS10.10

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

TechnicalbackgroundSoftphoneorCTImode
3CXPhonecanrunintwodifferentmodes:
1. Softphone Mode (All platforms)
Allows you to make and receive calls on your
computer or mobile device without using a deskphone. It uses a built in SIP engine to
place the calls and uses the devices microphone and speakers. In softphone mode
3CXPhone can handle up to 5 simultaneous calls and supports blind and attendant
transfer.
2. CTI Mode (3CXPhone for Windows only) Allows you to control your hardware IP
deskphone from your Windows desktop with a few mouse clicks. When in CTI mode
3CXPhone can handle only one simultaneous call and supports blind and attendant
transfer.

CTI
When 3CXPhone is in CTI mode, HTTP commands are send directly to the IP phone that is
registered to the extension, to control the functionality of the phone. When in CTI mode you will
see the number you are attempting to dial on the IP phones displayand hear the standard ring
back tones fromyourtelecommunicationprovider.CTImodeallowsextensivefunctionalitycontrol
such as starting, ending, transferring, muting, and holding calls or starting a conference, which
thencanbemanagedbyusingthe3CXPhoneclient.FullCTImodeataglance:

1. CallcontrolofFanvil,Htek,snomandYealinkphones.
2. Initiatecallswithamouseclicknoretypingthephonenumber.
3. Easycalltransfer.
4. Createandmanageconferencecallswithafewmouseclicks.
5. UsesCTIAPIonthephonetomakecalls.
6. ClickToDialsupport.

To use CTI Mode, you should makesure that inyour

Extensionsettings>Forwardingrules
> Available tab
, the option
I want to be able to accept more than one call at the same
time
is
not
enabled.

Note: CTI Mode can not be used in the Out of Office profile. MakeCall will be usedforallphone
models.

MakeCall
MakeCall is used by IP phones that do not support CTI functionality. The most noticeable
difference between CTI and MakeCall mode is shown when starting a call from call history
entries. When youstart a callusing MakeCall the desktop IP Phonewillbecalledfromthe3CX

Phone System and on the phones display you willseeMakeCall.Afteryoupickupthehandset

the call will be placed on hold and a call to the destinationismadefromthe3CXPhoneSystem.
Once the receiving end answersthe call, music on hold will stop andthe call will connect to the
callee.

Installing3CXPhone
3CXPhoneisinstalledviathe:
AppleAppStoreforiOSdevices.
GooglePlayforAndroiddevices.
DMGbundleforMacOS.
MSIfileforWindows.
dependingontheplatformyouneeditfor.Theinstallationlinksaresentintheuser'swelcome
emailandtheconfigurationfileisattachedtoitaswell.

Windows
3CXPhoneforWindowsisavailableasanMSIfile.Youcandownloadthelatestversionhere:
http://downloads.3cx.com/downloads/3CXPhoneforWindows125.msi

First time installation requires administrative rights. As long as the default installation path has
been chosen, the provisioning of the 3CXPhone and future updatesdonotrequireadministrative
rights. You can deploy the setup file via active directory automatically as it is an MSI file. You
must also deploy the Microsoft Visual C++ 2010 x86 msi package on x86 and x64 clients in
order to successfully deploy3CXPhone for Windows. Once installed andprovisioned,3CXPhone
gets updated automatically with the service packs of the 3CX Phone System. For more
informationseetheUpdating3CXPhonesectionofthisdocument.

MoreinformationabouttheWindowsclientcanbefoundhere:
http://www.3cx.com/usermanual/installationwindows/

Android
TheAndroidclientcanbeinstalledviatheGooglePlayStore:
https://play.google.com/store/apps/details?id=com.tcx.sipphone12

Be sure to configure Google Push before sending out the welcome emailsforAndroidusers.For
moreinformationsee
http://www.3cx.com/docs/configuringgooglepush/

MoreinformationabouttheAndroidclientcanbefoundhere:
http://www.3cx.com/usermanual/installationandroid/

AppleiOS
TheiOSclientcanbedownloadedfromtheAppleAppstore:
https://itunes.apple.com/us/app/3cxphonefor3cxphonesystem/id660230142?mt=8

The 3CXPhone App requires read only access to the local device (phone) to compose a unified
address book of all contacts. Also, in order to receive Push messages it must alsobeallowedto
send Notifications to the device. If you have not granted these access rights during the first
3CXPhone client startup, you can change them by logging onto the iOS device Settings >
Privacy > Contacts and Settings > Notification Center and enable the function for the

3CXPhoneapp.FormoreinformationregardingthePushMessagingServicesee:
http://www.3cx.com/docs/configuringapplepush/
.

MoreinformationabouttheiOSclientcanbefoundhere:
http://www.3cx.com/usermanual/installationiphone/

MacOS
3CXPhone for Mac is available as a DMG file. You can download the latest version here:
http://downloads.3cx.com/downloads/3CXPhoneforMac12.dmg

Mount the dmgfiletothehostanddragthe app intotheapplicationfolder.Theappitselfis signed

with an Apple developeraccount and does not require modificationofthesecuritylevelsettingof
installing an untrustedapplication.Howeverthe installationneedstobedonebyanadministrative
user. Once installed and provisioned, 3CXPhone gets updated automatically with the service
packs (starting with 3CXPhoneSystem12SP3)ofthe3CXPhoneSystem.Formoreinformation
seetheUpdating3CXPhonesectionofthisdocument.

Deploying3CXPhone(Configuration)
Important note
: If you are going to leverage Push technology for Android devices, the Google
Push service must be configured
PRIOR to sending out the configuration emails. For more
information see ConfiguringGooglePushbelow.AniOSdevicecanbeactivatedatalaterstage
for the Push service withoutneeding a new configuration emailsinceno new configuration data
needstobesenttothedevice.

All 3CXPhone clients support two methodstoautomaticallysetupthesoftclientsinordertowork

with the 3CX Phone System.Itisstronglyadvised
NOT
toconfigure theclientsmanuallyastypos
and misconfigurations will impact the users experience. Support will be only be provided to
provisioned(autoconfigured)phones.Thetwoautoprovisioningmethodsareasfollows:

Provisionviawelcomeemailattachment
ProvisionviaPnPprovisioning(limitedtolocalnetworkmulticastdomains)

3CXPhone for Windows, Mac and Android have the ability to reprovision automatically, both
internally and externally. By default, Windows, Mac and Android clients will retrieve their
configurationfileeverytimetheyarestarted.

Provisioning using the welcome email will work across all network topologies and clientsand is
thepreferedmethodtoconnecta3CXPhoneclienttothe3CXPhoneSystem.

Note: If you are upgrading to 3CX Phone System v12.5 and have changed your HTTP and
HTTPS ports during installation, 3CXPhone clients will be able to placecallsbut not able to use
features such as presence. You can reprovision 3CXPhone for Windows and Android, from the
3CX Management Console if the device is within the local network. Go to the
Phones tab,
select the 3CXPhone client that you wish to reprovision and click
Reprovision Phones
. To
reprovision3CXPhonesoutsideyourlocalnetwork,resentthe3CXWelcomeemail.


Sendingthe3CXWelcomeEmail
In order to auto provision the 3CXPhone client via email, the user must have received the
welcome email. This is sent automatically when the extension iscreated.However,ifyouwishto
resendit:

1.
Logintothe3CXManagementConsoleandgototheExtensionsnode.
2. Select the extension you want and click the Send Welcome Email button on the upper
rightcornerofthetab.
3. An email will be send to the extensions email along with an attachment for auto
provisioning.

Note: For the 3CX Welcome Email to be sent automatically you need to ensure that you have
configured your mail server settings in
Settings > General> Mail Server
,andconfigured
anemailforthenewlycreatedextension.

Once the user has installed the client from Google Play, the Apple AppStore the MSI file or the
dmg file, you can instruct the user to open the welcome email and double click/tap on the
attachment. The attachment will start up 3CXPhone on the users machine and automatically
configureit.

The3CXPushService
3CXPhoneuses Push technology to wake up the smartphone when a call isreceived.Thisdoes
not require the user to keep the phone active and the 3CXPhone client turned on to be ableto
receivecallsthephonecangotosleeptosavebatterylife.

ConfiguringGooglePush
ToconfigureGooglePush,pleasefollowtheinstructionsinthislink:
http://www.3cx.com/docs/configuringgooglepush/

ConfiguringApplePush
ToconfigureApplePush,pleasefollowtheinstructionsinthislink:
http://www.3cx.com/docs/configuringapplepush/

Enabling/DisablingPush
After configuring your Push settings you will need to select which extensions have Push
functionalityenabled.Todothat:
1. Logintothe3CXManagementconsole.
2. Navigateto
Settings>3CXPhone
.
3. Scrolldowntothe
Select3CXUsers
section.
4. Click on the extension that you want to enable Push for, in the left column and click
Add
.
5. TheextensionwillbeaddedtotherightcolumnandPushwillbeenabled.
6. If you wanttodisablePushforanextensionjustselecttheextensionfromtherightcolumn
andpress
Remove
.
7. TheextensionwillbetransferredtotheleftcolumnandPushfunctionalitywillbedisabled.

Updating3CXPhone
Updates to the desktop versions of 3CXPhone are deployed automatically via the 3CX Phone
System Server. When a new update is available on the 3CX Website, the 3CX Phone System
Server downloads the update for 3CXPhone for Windows and Mac and notifies the 3CXPhone
users. If a user has an outdated 3CXPhone, upon starting 3CXPhone, he will be shown a
messageinforminghimthatanewversionof3CXPhoneisavailable:

3CXPhoneNotifyingtheUseraboutNewUpdates

Oncetheuseracceptstheupdate,thedownloaderwillstartanddownloadthenewinstallationof
3CXPhone:

3CXPhoneUpdaterDownloadingtheLatestVersion

Afterthefiledownloadisfinished,thenewclientwillbeinstalledautomaticallyand3CXPhonewill
restartonitsowntocompletetheupgrade.

TheMacOSclientdownloadsthenewdmgfileandmountsitfortheuser.Theusernowneedsto
dragittotheapplicationfolderwithinthedmgbundleandselectReplace.Whenthisis
completedyoucanlaunchthe3CXPhoneappfromthedock.

TheAndroidandiOSclientsupdateautomaticallythroughtheGooglePlaystoreandtheApple
AppStore(dependingifautomaticupdateisactivated)whentheydetectanewerversionofthe
clientonline.

Using3CXPhoneforAndroid,iOSandWindows
Awebbasedusermanualexistsforallfour3CXPhoneplatformsandcanbefoundhere:
Windows,Android,iPhone,MacOS
http://www.3cx.com/usermanual/

Managing3CXPhone
The administrator can review all connected users that are using 3CXPhone from the
3CX
Management Console >3CXPhone Clients node
. Thisshowsall theuserswho arecurrently
logged in and using 3CXPhone, including their IP and the client version/type they use. If the
extension is not listed in the 3CXPhone Clients tab, the client is not currently connected. The
administrator can control what configuration options are available in 3CXPhone per extension
from
Extensions>Editextension>3CXPhonetab
.

Youcanconfigure:
Disallowuseof3CXPhone
HidetheForwardingRules
Removestheabilityfortheusertoconfigurehis/her
forwardingrulesfromwithinthe3CXPhoneclient.Theseoptionswillonlybeavailablefrom
the3CXManagementConsole.
ShowCallRecordings/AllowDeletionofRecordings
Addsthecallrecordings,
allowingtheusertomanagetheircallrecordings.
Configuredefaultphonemodetouseinthe3CXPhoneforWindows
Configure
whichphonemode(SoftphoneorCTI)mustbeusedbydefault.
DefaultStartupScreen
Setsthedefaultappearanceofthephonetothedialpadorthe
presencescreen.
Use 3CXTunnelforremoteconnectionsConfigures3CXPhonetousethe3CXTunnel
for the Out of Office connectiontothe3CXPhonesystemratherthanconnectingdirectly
via STUN/SIP port of the pbx. It is advised to turn this option
ON
to avoid intermittent
connectionproblems(absenceofaudio)fromremotelocationstothephonesystem.

Note: 3CX Phone Systemincludesanautomaticcallbackfeature inBlindTransfer.Ifyouperform

a blind transfer and the recipient of the call is busy, then the callwillautomaticallyreturnbackto
you. This way you can inform the caller that the person they are trying to contact is busy and
proceed to transferto another destination. Read ourdetailedguideonhowtoenablethecallback
featureat
http://www.3cx.com/docs/blindtransfercallback/
.

Configuring3CXPhoneasaremoteextension
Prerequisites for having remote extensions are explained in detail in the Configuring Remote
ExtensionssectionintheConfiguring&ManagingIPPhoneschapter.

3CXPhoneforWindows,Mac,Android
3CXPhonefor Android, Windows and Mac are automatically configured to beable tobeusedas
remote extensions using the 3CX Tunnel or indirectSTUNmodedependingonthesettingof the
extension.Noconfigurationatallisrequiredontheclientside.

As soon as the user switches network and 3CXPhone detects this change it automatically
reconfigures itself to the appropriate state to restore connection to the 3CX Phone System. The
sametechnologyisusedwhenthe3CXPhoneislaunchedfromaterminatedstate.

Note for Android users to save battery: If the user presses the Home button, 3CXPhone
remains running in the background. This will consume more battery because aWiFior mobile
data network connection must be kept alive. To avoid this, close theapplication by pressing the
phones
Menu button and selecting
Exit
. 3CX Phone System will then wake up3CXPhone
usingthe3CXPushservice.

Configuring3CXPhoneforiPhone
3CXPhone for iPhone is also automatically configured to be used as a remote extension. No
configuration at all is required. Just like Android, as soon as the user changes a network and
3CXPhone detects that it is not on the same network as 3CX Phone System, 3CXPhone for
iPhone will switchtoOutofOfficemodeandconfigureitselfas aremoteextensionandreregister
on the fly. In most cases 3CXPhone for iPhonewillconnectwithoutproblems.However,ifthere
areissues,thenyoumust:

1. Download3CXVoIPTunnelfromtheAppleAppStore:
https://itunes.apple.com/us/app/3cxvoiptunnel/id519012990?mt=8
2. Launchthe3CXTunnelapp.
3. IntheRemoteTunnelIPfieldenterthepublicIPofthe3CXPBX.
4. Insertthetunnelport(usually5090)intheRemoteTunnelPortfield.
5. Enter the Remote Tunnel Password (as configured by the administrator on 3CX Phone
System).
6. Click
Start
.
7. Switch back to 3CXPhone for iOS and go to
Settings >
Accounts > Select the
appropriateaccount>Scrolldownandset
"Use3CXTunnel"
to
ON
.
8. Placeyourcall.

Note
: According to Apple iOS app standards, every time you press the homescreenbutton,and
the applicationgoes tothe background, 3CXPhonefor iPhone willgo intobackgroundmodeand
must unregister. 3CX Tunnel will go in the background as well and will remain active for 10
minutes. After 10 minutes, 3CX Tunnel will be terminated by iOS. This is an iOS standard
procedure to preserve battery life.
For thisreasonthe3CXTunnelappshouldonlybeusedwhen
experiencing issuesplacingoutboundcalls.Whenyourcallisdone,3CXTunnelshouldbeturned
off,astonotinterferewith3CXPushnotifications.Toplaceacallusing3CXTunnel:
1. Launch the 3CX Tunnel app, and confirm that it is started and connected. If the status is

"Stopped"clickonStartandwaituntilthestatuschangesto"Connected".
2. Launch3CXPhoneandafterasuccessfulregistration,proceedandmakeyourcall.

Configuring&ManagingIPPhones

Introduction
After you have installed 3CX Phone System, you will be able to configure your IP phones and
assign extensions to each phone. 3CX can automatically configureyour IP phones for use with
3CXPhoneSystem.

This processiscalledphoneprovisioningandensuresthattheIPPhonesarecorrectlyconfigured
and manageablefromthe management console. Provisioningmakesiteasytochangeextension
passwords, or BLFkeysbecauseyoucandoitcentrallyandthenpushthechangestothephone.
It is also possible to manually configure yourIPPhones,whichinrarecasesmightbenecessary.
Forinformationonhowtodothis,pleasevisitoursupportpageat

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

GlobalProvisioningSettings
Before provisioning an IP phone, confirm that default parameters are correct in
Settings >
PhoneProvisioning
tab.

PhoneProvisioning

ProvisioningNetworkConfiguration
Make sure that the internal FQDN resolves to the correctIP.Toprovisionremoteextensions,the
external FQDN should be specified. To configure FQDNs for provisioning go to
Settings >
Network>FQDN
tab.

TimeZone
3CX will automatically provision the timezone to the phones. However, each phone can be
configured to a different time zone from
Edit Extensions > Phone Provisioning > Time
Zone dropdown menu. The Time Zone in the
Extension > Phone Provisioning tab will
take precedence over the Global Time Settings in the
Settings > Phone Provisioning
section.

DaylightSavingTime
Fanvil, Htek, snom and Yealink phones will apply the DST changes based on the time zone /
country selected. For Cisco and Polycom IP phones the DST date and the offset needs to be

configured manually depending on the country. This configuration needs to be reviewed each
year.

CompanyPhonebook
Depending on the company preferences, the phone book which is pushed to the IP phones
should be sorted alphabetically by last name or first name. Depending onthe phone model, the
phone book might only updated once at startup time and will require a reboot to reload the
phonebook.

PersonalProvisioningSettings
Beside the global provisioning settings, the phone will also retrieve individual configuration
informationsuchas:
ExtensionNumber,NameandPassword.
BLF Keys BLF stands for Busy Lamp Field and is used to display the call state of
anotherextension.
IPPhoneWebInterfacepassword.
LanguageDisplay.
CodecsPreferenceOrder.

ConfiguringFanvil,Htek,snomandYealinkPhonesusingPlugandPlay
Fanvil, Htek, snom and Yealink phones can be easily configured as extensions of 3CX Phone
Systemusing3CXsPlugandPlayfeature.

PlugandPlayPhoneProvisioning

FollowthestepsoutlinedbelowtoprovisionphonesusingPlugandPlay:
1. Connect the IP Phone to the LAN. Ensure that the phone is onthe same LAN (Multicast
Domain)as3CXPhoneSystem.
2. ThephonewillshowupinthePhonesnodeasanewphone.
3. Rightclick on the phones entryand assignittoanexisting extensionorcreateanewone
forit.
4. You will then be taken to the extensions provisioning tab where you can specify BLF
buttons to be configured onthephone.Moreinformationonhowtoconfigureanextension
canbefoundintheExtensionschapter.
5. The phone will be sent a link to a configuration file, which will be used to configure the
specific phone with the settings configured in 3CX Phone System. The phone will then
restart, apply the settings and connect to 3CX Phone System with the correct extension
credentials.Somephoneswillasktheuserforconfirmationbeforerestarting.

Once you make changes to the phone configuration (General or Phone Provisioning) you will
need to reprovision the phones so as to force the IP Phones to pick up the new configuration
immediately(otherwiseitwillhappenwithin24hours).Todoso:
1. On the phones node in the management console, selectthe phones towhichyouwantto
apply changes. You canselect multiple phonesatoncebyholdingtheCtrlkeyortheShift
key.
2. Clickthe
ReprovisionPhones
button.
3. Thephoneswillrestartandapplythedesiredchanges.

ConfiguringCisco,PolycomandotherPhones
This section of the manual explains how to provision phones that do not support plug and play.
Cisco and Polycom phones must be provisioned using the following method. Provisioning a
phoneusingthismethodisdoneintwoSteps:

Step1ConfiguringtheExtensionsforProvisioning

1.
2.
3.
4.

ProvisioningaPhone

After creating the extension in the 3CX Management Console, go to the Phone
Provisioningtaboftheextension.
Enter the MAC address of the phone (which can be found at thebottom of the phone on
somemodels)intheMACaddressfield.
SelecttheappropriatephonemodelfromthedropdownModellist.
Phone Web Page Password This is auto generated by the 3CX Phone System and is
applied to your phone upon provisioning. If you want to log in to your IP Phones Web

5.
6.
7.

8.

9.

Interface then use the value in the Password field on the Web Interface login screen
(Username is not changed in the Phones Web Interface it remains to its default value
admin even after provisioning).You may leave the Web Page Passwordasisorspecify
yourown.
Confirm the IP address which the phone should connect to (in case yourphone system
serverhasmultiplenetworkinterfaces).
The codecs and codec priority will be automatically configured depending on the phone
modelselected.
If your phone has BLF lights, you can automatically configure what information the BLF
lights should display. Match a BLF button with an extension, so that this button will show
thestatusofthatextension.ThenumberofavailableBLFbuttonsvariesperphone.
You can also link a shared parking place to a BLF button.Thisallowsuserstoeasilypark
or unpark calls by clicking the assigned BLF button. Speed dialsandcustomspeeddials
arealsosupported.
Click
OK to save.Theprovisioningfileswillnowbecreatedinthe provisioningdirectory.
Eachtimeyoumakeachangetotheextension,thesefileswillberecreated.

Step2ConfigurethePhonetoRetrievetheConfigurationFile
Now you needto instruct the phone to download its configurationfromthe provisioning directory
onthe3CXPhoneSystemserver.Thismustbedoneinoneoftwoways:

Via the Phones Web Interface

Enter the provisioning URL via the phones web
configuration.Thisisaonetimeoperationandmakessenseinsmallernetworks.
Using Option 66 in your DHCP Server
With this option, the phone will obtain theURL
when it boots up and receives its IP from the DHCP server. This is recommended for
larger networks as it makes it easy to change the provisioning URL later. To use this
option, you need to configure your DHCP server accordingly. An example for Microsoft
DHCPservercanbefoundhere:
http://www.3cx.com/sipphones/dhcpoption66/
.

DeterminingtheProvisioningURLtospecify
Independent of the option you choose, the exact URL willdependonthemodelofthephoneyou
areusing.FollowtheseguidestodeterminetheURLneededforyourparticularmodelofphone
:
http://www.3cx.com/support/

ManagingYourIPPhones

ThePhonesNode

3CXPhoneSystemprovidesaneasywaytomonitorandmanageyourphonesnetworkwide.
ThePhonesnodeinthe3CXManagementconsoleallowsyouto:

Viewallphonesinthenetwork.
QuicklyviewIPandMacaddressofeachphone.
Checkthefirmwareversionthatthephoneisrunning.
Remotelyrebootoneorallofthephones.
Reprovisionthephones(afteryouhavemadeachangeyoucanrebootthephonesto
havethechangestakeeffect).
Launchtheadmininterfaceofthephone.
MonitorsecurityofextensionpasswordandPIN.
Weakextensionpasswordsand
PIN'sarethemostcommoncauseofsecuritybreaches.

ReProvisioningthePhones
Ifyouneedtoreprovisionthephones,forexampleafteryouhavemadeconfigurationchanges,
youcaneasilydosofromtheIPPhonesnode:
1. Gotothe
3CXManagementConsole>Phonesnode
.
2. Selectthephonesthatyouwishtoreprovision.
3. ClickReprovisionphones.
4. SelectthephonesagainandselectReboottoactivatethenewprovisioninginformation
onthephone.

UpdatingtheFirmwareonYourPhones
It is possible to update the firmware of your Cisco, Fanvil, Htek, snom, and Yealink IP phones
network wide from the 3CX Management Console. Each of the firmware has beeninteroptested
by 3CX and thus it is recommended that you upgrade firmware using this method and not by
downloading the firmwaredirectly from the vendors websites. To upgrade your IPPhonestothe
latest3CXtestedfirmware:
1. From the Phones node, select the IP Phones which you wish to upgrade the firmware on
andclickthe
UpgradeFirmware
button.

2. Select the model and firmware of the phone from the upgrade list and click
Upgrade
.
The firmware will be uploaded and the phone rebooted.Note that thisfeature requires a
validmaintenanceagreement.


OtherIPendpointdevices
3CX supports various other endpoints such as DECT phones, doorphones, conference phones
andIPcameras.Forthefullrangeofsupportedhardware,visit
http://www.3cx.com/support/

ConfiguringRemoteExtensions
A powerful benefit of 3CX Phone System is the ability to support remote extensions, i.e.
employees using their extension from home or on the go. This gives tremendous flexibility to
employees anddeliverstruemobility,becauseemployeesworkingfromhomeorawaycanstillbe
seamlessly integrated with the head office. They can be a member of call queues and use 3CX
Phonetoseepresenceofotherusers.Therearetwowaystoconfigurearemoteextension:

Directly,usingstandardUDP
Using3CXTunnelviathe3CXSessionBorderController

A direct remote extension is generally used when just a few phones are used in the remote
location.Ifyouhavemorethan2/3remoteextensions,youcanusethe3CXSBC.

ConfiguringRemoteExtensionsUsingDirectSIP
ToprovisionanIPPhonetobeusedasaremoteextension:

1.
2.
3.
4.

ProvisionaRemoteExtension

Ensure the phone is in the same network as 3CX Phone System in order to be able to
provisionit.
Gotothe
Extension>PhoneProvisioningtab
.
Inthe
SelectProvisioningMethod
select
RemoteExtension(STUN)
.
Configure port forwarding for UDP port 5060 and UDPports90009099onyourfirewall.
Formoreinformationsee:
http://www.3cx.com/docs/firewallrouterconfigurationvoip/

Moreinformationonprovisioningofremoteextensionscanbefoundat:
http://www.3cx.com/blog/docs/provisioningaremoteextension/
.

ConfiguringRemoteExtensionsUsing3CXSessionBorderController
For information how to configure IP Phones as Remote Extensions using the 3CX SBC, please

followthislink:

http://www.3cx.com/docs/3cxtunnelsessionbordercontroller/

ConfiguringMultipleIPPhonesonthesameExtension
ForinformationhowtoconfiguremultipleIPPhonesonasingleextension,visitthislink:
http://www.3cx.com/docs/configuremultipleipphones/

ExtensionManagement

Introduction
This chapter explains how to create and configure extensions in 3CX Phone System. There are
multiplewaystocreateanextension:
Whenprovisioninganewphone,youcanchoosetocreateanewextension.
Extensions can be manually created from the Extensions node in the management
console.
Extensions can be imported from Active Directory (or any other LDAP server) or a CSV
file.

ExtensionConfiguration

ExtensionConfiguration

To configure an extension, click on the

Extensions node in the 3CX Management Console.
Clickon
AddExtension
tocreateanewoneorselectanexistingextensionandclick
Edit
.

General
In the User Information section youcanenterthefirstandlastnameandtheemailaddressofthe
user. A welcome email with information on the extension created, as well as voice mail and
missed call notifications (configurable) will be sent to the configured email address. In the
Authentication section, theauthenticationIDandpasswordareautogenerated,howevertheycan
be altered as needed. If the phone is provisioned, the authentication details will be sent to the
phoneautomatically.

Voicemail

ExtensionSettingsVoicemailTab

The
Voice Mail taballowsyoutoconfiguretheextensionsvoicemail preferencesincludingthe
voicemail PIN number for authentication, enable/disable PIN Authentication,playCallerID,andif
you want 3CX Phone System to read out theCallerIDandtheDate/Timeofwhenthemessage
was received. Youcanalsochoosetosendanemailnotification,whenvoicemailisreceived.This
can be configured to contain the voicemail message, and also delete the message from the
server freeing upspace.The
ManagegreetingssectionallowsyoutoconfigureyourVoicemail
greetings.Thefollowingoptionsareavailable:
Addnew
Allowsyoutoaddanewgreetingfroma.wavfile.
Record from phone Lets you record a new greeting file from your phone and add it to
thegreetingslistontheleft.
Delete
Deletestheselectedgreetingfilefromthegreetinglistontheleft.
RefreshWAVfiles
Refreshesthelistofgreetingfilesintheusersfolder.
Playonphone
AllowsplaybackoftheselectedgreetingfileonaconfiguredIPphone.
Play
Allowsyoutodownloadtheselectedgreetingfiletoyourcomputerandlistentoit.
You can also choose whether to play the same greeting file for all your statuses or
configuredifferentgreetingmessagesforeachstatus.

ForwardingRules
Each extension can have a set of call forwarding rules that define what 3CX Phone System
should do when the extension user is unable to take an incoming call. This can be configured
based on the users status, the time, the caller ID, and whether the call is an internal orexternal
call.
Each status requires a call forwarding rule. For example, if theuserisunabletotakeacallwhilst
his/her status is Available, youcanforwardthecalltovoicemail,whilst ifthestatusissettoOut
ofOfficeyoucouldforwardittohis/hermobile.

Call forwarding can beconfiguredby theadministratorusingthe3CX ManagementConsoleorby

the user from the3CXPhoneclient.Pleaseseethisarticleforinstructionsonhow toconfigurecall

forwardingforanextension:
http://www.3cx.com/usermanual/forwarding/

Other
UserInformation
The user information section allows you to setyourstatus, loginandoutof queues,turnDNDon
oroff,configurethecallerIDfortheextensionandtheSIPID.

ExtensionCapabilities
The extension capabilities section allows you to set advanced options for a particular IP Phone
registeredtothisextension.Itisbesttoleavetheseoptionsasdefault.

Options
Theoptionstaballowsyoutoconfigureoptions,restrictionsandaccessfortheextension.

Optionstab
Options
Recordallcalls
Recordsallcallsforthisextension.
Call Screening On UseONLYfortheReboundfeature.Willprompttheuserforaname
andplaythenametothecalledpartysothatthepersonmaydecidetotakethecallornot.
Sendemailnotificationonmissedcall
Triggersanemailforeachmissedcall.
Donotshowextensionin3CXcompanyphonebook
Removesextensionfromthe
phonebook.

Restrictions
DisableExtension
Disablesextension.
DisableExternalCalls
Disallowsanyexternalcallsfromtheextension.
Pin Protect You can configure an extension to allow outbound calls only after the user
enters a PIN. Tounlocktheextension,theuserdials777 followedbythePINanda#.The

PBX will inform the user that access has been granted.Theusercanthenproceedtodial
thedesiredexternalnumber.
Disallow use of extension outside the LAN Blocks any registrations from outside of
thenetwork.ThissettingappliestoIPPhones.
Block remote tunnel connections Blocks the extension from being registered outside
ofthenetwork,evenifitusesthetunnelfeature(whichisseenasalocalregistration).

Access
This section allows you to control access to the 3CX Management Console, 3CX Web Reports,
3CXWallboardand3CXHotelModuletoauser/extension:
For more information on delegating 3CX Management Console access, along with use
case examples read our Delegating 3CX Management Console Access chapter:
http://www.3cx.com/docs/3cxmanagementconsoleaccess/
Detailed information on 3CX Web Reports is provided in the Call Reporting chapter:
http://www.3cx.com/docs/callreporting/
.
3CX Wallboard is an HTML5 utility that can display live call centerstatistics.Tolearnhow
touse,andcustomiseitseeourguideat:
http://www.3cx.com/blog/wallboard/.

The 3CX Hotel Module adds additional functions to 3CX Phone System to allow it to be
used in hotels or other hospitality environments. For additional information visit:
http://www.3cx.com/hotelpbx/hotelphonesystem/
.

OfficeHoursScheduling
The Office hours Scheduling feature allows a users status to be changed based onglobal office
hoursorspecificofficehours.

OfficeHoursSchedulingtab

ConfigureHours
In this section you can select if the extensionwillfollowthePBXsGlobalOfficeHours,oruseits
own Specific Office Hours. To specify Specific Office Hours, enable the option and click
Configure
. You can also configure Break Times by clicking
Configure next to the option.
These options can be used in conjunction with the options available below to automatically
changethestatusoftheextension.

AutomaticExtensionScheduling
WhenyouhaveConfiguredOfficehoursandBreaktimes,youcanenablethefollowingoptionsto
controlautomaticstatuschangesandextensionfunctionalitybasedonthetimeofday:
Automatically change extension profile based on time of day Outside of Office
hours, the users status will automaticallybeswitched toOutOfOffice.Theusersstatus
canalsobechangedtoAwayonconfiguredbreaktimes.
Log out from queues when not available (Away / Out of Office) This option will
automatically log the user out from queues when he switches to Out of OfficeorAway
status.
Block Outbound calls outside of Office Hours Blocks any outbound calls from this
extensionoutsideofofficehours.

ExtensionRights

ExtensionRights

The Rights tab allows you to quickly check an extensions Group membership rights for this
extension and configure them according to your preferences. All the available groups appear on
theGroupMembershiplistonyourleft.

Any group that the extension already belongs to, ischeckedandtheroleofthecurrentextension

in thegroupappearsintheRolecolumn.Theusersrightsfortheselectedgrouparedisplayedon
therightsideofthetab.

You can modify the extensions rights for that group by ticking off the options in the Rights
currently assigned part of the tab or even change the extensions role by clicking on the User
RightsandselectingUserorManagerfromthedropdownmenu.

To add an extension to a group simply tick the checkbox next to the group name that you want
the extension to be a part of and select the user rights on the User Rights partofthe tab.Click
OKtoapplyyourchanges.

ExtensionGroups
3CXPhone can limit what call informationisshowntotheuserbasedonextensiongroups.These
extension groups are used to determinewhatinformationisshownto whom.Inadditiontheyhelp
group the extensionforbothusersand theadministrator.Notethananextensionhastobepartof
atleastonegroup.

DefaultGroup
The Default group contains all extensions, whereby users of the group have no rights, but
managers of this group can see information about all the extensions. Any extension you create
will automatically be assigned to this group initially (until you remove it or assign it to another
group).

Note
: The V11 management group has now been rendered obsolete and is replaced by the
Default group. Management Group rights is now Default Group Rights in the Default Group. If
you are restoring a backup from V11 to V12.5 then all the users will be added as users to the
Default group and any managers in the management group will be added as managers in the
Defaultgroup.
The Default Group isagroupisalwayspresentin3CXPhoneSystem.Managersassignedtothis
groupcan:
See the call details of ALL extensions and queues (since all extensions are part of the
defaultgroupunlessyouremovethemfromthegroup)
Perform operations on ANY call in the system (Pickup, Transfer, Divert, Reject, Bargein,
andPark).

ToaddanextensiontotheDefaultgroup:
1. ClickontheDefaultsubnodeundertheextensionsnode.
2. Selectanextensionontheleftandclick
Add
.ClickOKtosavechanges.
3. Nowlogoutandloginwith3CXPhonetoseetheadditionalinformation.

GroupRightsLogic
Users canbeassignedrightstoseedetailsofothermembersintheirgroupandmanagerscanbe
assigned elevated rights to users in their group. Rights are assigned based on Group
membership. That means that a manager will be able to see call details of any member of his /
hergroup,independentofthecalldestinationororigin.

ManagingExtensionGroups

GroupMembership

AddinganExtensionGroup

Tocreateanextensiongroup:
1. In the 3CX Management Console, click on the Extensions node and click on the
Add
ExtensionGroup
icon.
2. Now proceed to add extensions by selecting extensions from the left list and clicking on
the
Add button. Note that Extensions can now be part of multiple groups.
Publish
Group information to all company users:
ThisoptionpublishesyourGrouppresenceto
all the 3CX Phone System Users (all the extensions can see your group presence and
calls).

Roleofuserinthegroup

YoucanselectwhichuserwillbetheManagerofthegroupby:
1. Clicking on the
Member Rights tab, then clicking on the users name in the
ExtensionsinthisGroup
list.
2. You may then select the
Role of user in this groupwhereyoumayselect
Manager
or
User and accordingly the user will be granted the rightsof amanager orauser.You
can configure one or more
Managers for any group. Typically this would be a
department supervisor. Group Managers will be able to see the call details of everyone
withinthatgroup.

GroupDefaultRights
The
Default Group Rights tab specifies the default rights that are assigned toeachuserrole.
These default
Manager and
User rights apply to the current extension group. You can
configuretheserightsseparatelyforeachextensiongroup.Toconfigurethedefaultgrouprights:
1. Click on the
Default Group Rights tab. These settings pertain towhatgroupmembers

anduserswithinthisgroupcanseeanddoin3CXPhone.
2. Optionally you can enable the Manager extensions to perform operations on calls of the
groupmembers.Checkthe option
Performoperationsoncallstousersofthisgroup
toenablethis.
3. Similarly,youcanalsoconfigurewhatrightsUsergroupmembershave.
4. Click OK to save the group and rights information. Users will needtologoutandloginto
3CXPhonetoseetheirnewrightsreflected.

CustomizingRightsforIndividualUsers

SettingExtensionGroupRights

If you want a particular userormanager tohave more(orfewer)rightsthanthedefaultsspecified

intheDefaultGroupRightstab,youmayspecifythoserightsby:
1. Clicking on the members name in the
Extensions in this Group list in the
Members
Rights
tab.
2. Ticking off the checkboxes with the rights that you want the member to have in the
Rightscurrentlyassigned
partofthetab.
3. Theoptionsavailablefortheusersare:
a. CanseegroupmembersAllowstheusertoseegroupmemberpresence.
b. CanseegroupcallsAllowstheusertoseecallsmadebygroupmembers.
c. Show presence to group members Shows the users presence to group
members.
d. ShowcallstogroupmembersShowsuserscallstogroupmembers.
e. Performoperations(divert,transfer,take)onanyactivecalltogroupmembers.
f. CanBargeinCanbargeintocallsmadebygroupmembers.
g. CanIntercomAllowstheusertointercomotherextensions.
h. AllowparkingAllowstheusertoparkcalls.
i. AllowIVRcontrolAllowsusertocontroltheIVR.
j. Allows to manage Company Phonebook Allows the user to add / edit / Delete
contactsfromtheCompanyPhonebookviathe3CXPhoneforWindowsClient.
4. Select the options that suit your needs accordingly and then click
Apply to apply the
chosenrights.Arestartofthe3CXPhoneclientisneededforthechangestotakeeffect.

Importing&ExportingExtensions
If youneedtocreatealargenumberofextensionsitiseasiertobulkimporttheextensions.There
aretwowaystodothis,usingActiveDirectoryoraCSVfile.

ImportingfromActiveDirectory
Alternatively you can import directlyfrom ActiveDirectoryorother LDAPserversviaLDAP.Every
time a change is made to the user configuration in Active Directory, users can be
resynchronised, in which case only the updates will be imported. A description of howtodothis
canbefoundat

http://www.3cx.com/blog/docs/importactivedirectory/

Exporting/Importingto/fromaCSVfile
Create a spreadsheet with columns for each field that you wishtoimport andsavethisasaCSV
file. You can find a detailed description of fields as well as a link to a sample import file at:
http://www.3cx.com/blog/docs/bulkextensionimport/

ToimportExtensions:
1. Logintothe3CXManagementConsoleandclickonthe
Extensions
node.
2. Clickonthe
Importextension
button.
3. Browse for your extension CSV file, select it and click
Opentoimportyourextensionto
the3CXPhoneSystem.

If you need to export your extensions to a CSV file format to either save them as backup or to
makealotofchangestotheusersfollowthenextsteps:

1. Logintothe3CXManagementConsoleandclickonthe
Extensions
node.
2. Select the extensions that youwanttoexportandclickonthe
Export extensionbutton.
Keep Shift pressedonthekeyboardandclickthefirstandlastcontacttoselectarange,or
keepCtrlpressedandclicktoselectmultiplecontacts.
3. TypeinafilenameandsavetheCSVfile.

AddingaVoIPProvider/SIPTrunk

Introduction
VoIP providers hostphone lines and are replacingthe traditionaltelcolines.VoIPproviderscan
assign local numbersin one ormore cities or countries androutethesetoyourphonesystem.In
most cases they also supportnumber porting. In addition, VoIP providers areoften able to offer
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 ademandonyourInternetconnection.As
a rule of thumb,eachcallwillconsumeapproximately30120 kbpersecond,dependingonwhich
codec you use.For more information about bandwidthconsumptionofparticularcodecs,seethis
article:
http://www.3cx.com/blog/docs/bandwidthdslatmisp/

3CX recommends using a supported VoIP provider. All supported VoIP providers have been
tested for interoperability with 3CX Phone System, and are retested with each new build. Their
configuration templates are also included with 3CX Phone System to allow you to quickly and
easily add them to your PBX. For a list of 3CX supported VoIP providers follow this link:
http://www.3cx.com/partners/siptrunks/

3CXPhoneSystemsupportstwotypesofVoIPProviders:
Registration Based TheseVoIP providers require the PBX toregisterwith theprovider
using an authentication ID and password. Most of the VoIP providers predefined in 3CX
PhoneSystemareregistrationbased.
IP Based / SIP Trunk IP Based VoIP Providers (also known as SIP Trunks) do not
generally requirethe PBX to register with the provider. The IP address of thePBXneeds
to be configured with the provider, so that it knows where calls to yournumber shouldbe
routed.

RequirementsforUsingaVoIPProvider/SIPTrunk
If you plan to use a VoIP provider, you need to have a firewall/router/NAT device that supports
STATIC PORT MAPPINGS
. Often routers will perform port address translation, which will cause
problems such as one way audio, failing inbound calls and so on. It is also highlyrecommended
thatyouhaveanexternalFQDN(
http://www.3cx.com/blog/docs/howtocreateexternalfqdn/
)that
resolves to a
static external IP
. If your external IP changes intermittently, inbound calls will fail.
For more information on how to configure your firewall, review this article:
http://www.3cx.com/docs/firewallrouterconfigurationvoip/

ConfiguringaVoIPProvider/SIPTrunk

Step1:CreateanAccountwithaVoIPProvider
First off, 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 usingonethathas
been tested by 3CX. As 3CX includes preconfigured templates for these VoIPproviders.Simply
clickonthe
Add

menu>AddVoIPProvider
buttontoseealistofsupportedproviders.
If there is no VoIP provider in your country you can use Skype for SIP which has a global
presence.

Step2:AddtheVoIPProviderAccountin3CXPhoneSystem
After you have created the VoIP provider account, you will need toconfigure theaccountin3CX
PhoneSystem.Todothis:
1. In the 3CX Phone Management console menu, click on the
Add menu > Add VoIP
Provider
button.

2. The 3CX Phone System will prompt you to conduct a firewall test
(
http://www.3cx.com/blog/docs/firewallchecker/
). Frequently, the internet facing firewall
sitting between 3CX Phone System and the VoIP provider is notcorrectlyconfiguredoris
not able to correctly routeVoIPtraffic.Tocheckthefirewallconfiguration,itisimportantto
perform a firewall check using theinbuilt firewall checker. Click
RunFirewallChecker
.
ItwillusetheSTUNserverconfiguredinSettings>Network>STUNServertoensure
that your firewall allowsandcorrectly routes connections onPort5060(forSIP)andPorts
9000 9099 (forRTPAudio) to the PBX. If the firewall check fails, youwillnotbeableto
reliably make and receive VoIP provider calls and you will have to edit your firewall
configuration. After successfully completing the test, return to the VoIP Provider Wizard.
Note
:3CXdoesnotprovidefirewallconfigurationsupport.

AddVoIPProviderAccount

3. EnterafriendlynameforthisVoIPprovideraccount.
4. SelecttheCountrythattheVoIPprovideroperatesin.
5. Select your VoIP Provider from the Provider drop down list. If the provider is not listed,
select Generic VoIP provider,or Generic SIPTrunk. If using a generic providerwewill
notbeabletoguaranteethat3CXwillworkwiththisVoIPprovider.Click
Next
.
6. The SIP server hostnameor IP may be prefilled. Comparethesewiththedetailsthatyou
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
meansyoudonotneedtochangethem.Click
Next
tocontinue.
7. Now enter the VoIPprovider account details. In the External number field, enter theVoIP
line number that has been assigned to you. Then enter the Authentication ID/username
and password of your VoIP provider account. Specify the number of simultaneous calls
your provider allows. Click
Next to continue. If you are using aSIPtrunk,thepassword
willbegreyedout,sinceauthenticationisdoneviaIP.
8. Specify how calls from this VoIP provider should be routed. You can specify a different
route outside office hours. The routing configured here will take effect whenno inbound
routingrulesarematched.
9. On the next page,youcanoptionallyconfigureanoutboundcallrule,whichwillbeused to
route outbound calls through the new provider. This is normally done by routing calls
starting with a specific prefix. Enter thediallingprefixintheCallsto numbersstartingwith
(prefix) text box. To make calls via this provider, precede the number to be dialled with
thisprefix.

DIDsandInboundCallIdentification
If your VoIP provider has provided you with DID numbers, you will needto specify these in the
DIDtab.Todothis:

1. Inthe3CXManagementConsole,selecttheVoIPprovideryouwanttoconfigure.
2. Clickonthe
DID
tab.
3. Add the DID numbers associated with your account. An Inbound Rule, which can be
configuredatalaterstage,willbecreatedforeachnumberspecifiedinthislist.

Youcanalsoseethelistofinboundrulesbyexpandingthe
InboundRules
node.

ConfiguringVoIPGateways

Introduction
ExternalcallscanbemadeonPSTN/phonelinesorviaVoIPproviders.AtraditionalPBXrequires
you to connect the PSTN lines to the PBX hardware box however in the case of 3CX Phone
Systemyouhavemoreoptions:

Connect PSTN lines (physical phone lines) to a VoIP Gateway situated on your internal
network.
Connect PSTN lines to aVoIPaddincard,installedinthe3CXPhoneSystemmachineor
onanothermachine.
Use a hosted phone line from a VoIP Service Provider. In this case the VoIP service
provider gives you the abilityto make calls via your internet connection. This isexplained
inthenextchapter.

To make & receive external phone calls via your regular phone lines, you will have to buy and
configure a VoIP gateway or VoIP add in card. This chapter explains what they are and how to
configurethem.

WhatisaVoIPGatewayorVoIPAddonCard?
AVoIP gatewayisadevicewhichconvertstelephonytrafficintodata,sothatitcanbetransmitted
over a computernetwork.InthismannerPSTN/telephone linesareconvertedtoSIPextensions,
allowing youtoreceiveandplacecallsviatheregulartelephonynetwork.VoIPGatewaysexistfor
analog lines as wellasBRI,PRI/E1linesandT1lines. VoIPcardsdothesamething,butareadd
incardsthatareinstalledintoanexistingcomputer.

WhatisaPort?
AportisaphysicallineoutletonagatewayorVoIPcard.Inthecaseofananalogline,oneportis
used foreachvoicechannel.InthecaseofBRIISDN,oneportallowsfortwovoicechannels,and
in the case of E1 or T1 ports, each port represents 30 and 23 channelsrespectively.Justasitis
necessary to configure a phone to register with the phone system, it is also necessary to
configure theVoIP gateway orcardtoregisteritsportswith3CXPhoneSystem.Eachportgetsa
SIP user ID, Password and virtual extension number. To the IP PBX, thePSTNlineappearsjust
likeanyotherSIPextensionwhichcanbeusedforexternalcalls.

SupportedVoIPGateways
It is important to use a VoIP gateway supported by 3CX. Supported gatewayshave been tested
by 3CX and are automatically configured with the right settings.Ifusingthedefaultconfiguration,
3CX will also provide first line support on its use with 3CX phone System. For the latest list of
supportedgatewayhardware,pleasevisit

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

ConfiguringVoIPGateways
InordertomakeuseofaVoIPGateway,youhavetofollowthesesteps:
1. In 3CX Phone System, configure the settings that will beusedbytheGatewaytoconnect
tothePBX.
2. ConfiguretheVoIPGatewayusingthesettingsmadeavailablebythePBX
Letsseehowthisisdoneinmoredetail.


Step1:ConfiguretheVoIPGatewayin3CXPhoneSystem
ThefirststepistocreatetheVoIPgatewayinthe3CXmanagementconsole.

ChoosingGatewayTemplate

1. Inthe3CXPhoneManagementconsolemenuclickon
Add>PSTNGateway
.
2. In the name field, enter a friendly name for the VoIP gateway. Now choose the gateway
brandandmodelthatyouareusingfromthelist.Click
Next
.
3. Depending on the gateway you selected, you might be asked additional options, such as
what country the device will beconnected in. Some options are linespecificandthusyou
mayneedtocheckwithyourlineprovider.

SpecifyingVoIPGatewayDetails

4. Enter the host nameor IP ofthe VoIP Gateway in the

Gateway Hostname or IP field,
andspecifytheSIPPortonwhichthegatewayisoperating.Bydefaultthisis5060.
5. If you selected a Generic device, you need to specify the number and type of ports the
gateway supports, i.e. analog, BRI, PRI or T1. This will set up one account for each port
and enable the corresponding number of calls/lines for that account. 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 1x T1port,it will createone SIP account which canhandleupto
23 calls. If you wish to have each line individually addressed, simply select23 * Analog
lines.Click
Next
.


AddingPSTNLines

6. Theindividualportswillbecreatedanddisplayedinacolumnarformat.
a. Virtual extension
number Ineffect the VoIPGateway converts each line/port
to an extension,so that the phone system can receive and forward calls toit. The
virtual extension number is a number assigned to it by 3CX PhoneSystemsothat
itcanaddressitasanextension.Thereisnoneedtochangethisfield.
b. Authentication ID & Password
These valuesareusedtoauthenticate theports
with3CXphonesystem.
c. Channels
The Channels field shows how many simultaneous calls the port
supports. An analog line supports 1 call a BRI port supports 2 calls, an E1 (PRI)
30, and a T1 (PRI) 23. If you prefer to address each line individually, you can
create additional SIP accounts and change the number ofchannels supported by
each account to 1. Note that your VoIP Gateway must support this especially
higher density VoIP Gateways areeasiertoconfigureifyouuseoneaccountforall
linesconnectedtoaport.
d. PortIdentification
Thisfieldshowstheidentificationnumbergiventotheport.
e. Inbound Route Day/Night
If the port will receive inboundcalls, you can specify
towhichextension,ringgroupordigitalreceptionistacallmustberouted.
7. On the next page, you can create an outbound rule for the VoIP Gateway that is being
configured. For example,you can have calls where the called number starts witha prefix
routedtothisGateway.Click
Finish
tocreatetheVoIPGateway.

Step2:ConfiguretheVoIPGatewayDevice
After you have configured the PSTN ports, a summary page is shown. The configuration of the
VoIPgatewaywillvarydependingonthebrandofthedevice.

BeroNetGateways
IfyouhaveaBeroNetgateway,youwillneedto:
1. Usethebfdetecttooltofindthegatewayonthenetwork.
2. ConfiguretheGatewayin3CXasdescribedinthepreviousstep.
3. Clickonthe"configureBeroNetcard"buttonatthebottomofthesummarypage
4. Loginwithadmin/adminandfollowthescreeninstructionstocompletethesetup.
5. Moreinformationcanbefoundat:
http://www.3cx.com/voipgateways/beronetberofix400

PattonSmartNodeGateways
IfyouareusingaPattonSmartNodegateway,youwillneedto:
1. UsethePattonSmartNodeDiscoveryTooltofindthegatewayonthenetwork.
2. ConfiguretheGatewayin3CXasdescribedinthepreviousstep.
3. Download the Patton configuration file from the summary page (or from the VoIP/PSTN

Gatewaynode>GenerateConfigFilebutton).
4. UploadtheconfigurationfiletothePattongatewaytoautomaticallyprovisionit.
5. Moreinformationcanbefoundat:
http://www.3cx.com/blog/voiphowto/pattonsmartnodeconfiguration/

WelltechGateways
SeethislinkforinformationhowtoconfiguretheWelltechgateway:
http://www.3cx.com/voipgateways/welltechwellgate2540/

TrunkManagement

Introduction
Outbound and inbound rules dictate how the 3CXPhone System routes calls based on different
criteria. You can, for example,configure rules to control through whichVoIP gatewayorprovider
a call with be placed,based on least cost routing. So that localcallsgo through your ISDNlines
and international calls through your VoIP provider. You can also create DID (Direct Inward
Dialing) numbers whichwill allowyou to direct calls directly totheextensionof auser,bypassing
thereceptionistorIVR.

CreatingOutboundCallRules
An outbound rule denotes through which VoIP gateway/provider an outbound call should be
placed. Based on who is making the call, the number that is being dialled or the length of the
number.

When configuring a VoIP Gateway or a VoIP Provider, you will be askedto create an outbound
rule that will be used toroute calls to the Gateway or Provider. You canalso edit these rules or
createnewonesfromtheoutboundrulesnode.

CreatingaNewOutboundRule

Tocreateanoutboundrule:
1. From 3CX Management Console menu, click
Add > Outbound Rule
, and enter a
nameforthenewrule.
2. Specify the criteria that should be matched for this outbound rule to be triggered. In the
Applythisruletothesecalls
section,specifyanyofthefollowingoptions:
a. Calls to Numbers starting with prefix Apply this rule to all calls starting with the
number you specify. For example, enter 9 to specify that all calls starting with a 9
are outbound calls and should trigger this rule. Callers should dial 9123456 to
reachnumber123456.
b. Calls from extension(s) Select this option to define particular extensions or
extension ranges for which this rule applies. Specify one or more extensions

separatedbycommas,orspecifyarangeusinga,forexample100120.
c. Calls to Numbers with a lengthof Select this option to applytheruletonumbers
with a particular digit length,forexample8digits.Thiswayyoucancapturecallsto
localareanumbersornationalnumberswithoutrequiringaprefix.
d. Calls from extensiongroup Rather thanspecifyingindividualextensions,youcan
selectanextensiongroup.
3. Now specify how outbound calls matching the criteria should be handled. In the Make
outboundcallson section, select up to three routes for thecall.Eachdefinedgateway or
provider will be listed as a possible route. If the first route is not available or busy, 3CX
PhoneSystemwillautomaticallytrythesecondroute.
4. You can transform the number that matches the outbound rule beforethecallisroutedto
theselectedgatewayorproviderusingtheStripdigitsandPrependfields:
a. Strip digits Allows you to remove oneormoredigitsfromthecallednumber.Use
this to remove the prefix before it is dialled on the gateway or providerif itis not
required. In theexample above, you would specify to remove one digit,inorderto
removetheprefix9beforeitisdialled.
b. Prepend Allows youto add one or more digits at the beginning ofthe number if
thisisrequiredbytheproviderorgateway.
5. You can configure these options per outbound rule, since a rule that applies to a VoIP
gateway connected tothe local PSTN would normally require different criteria than arule
thatappliestoaVoIPprovider.

A complete exampleshowinghowtocreateanoutboundrulein3CXPhoneSystemcanbefound
at

http://www.3cx.com/blog/voiphowto/outboundrulesacompleteexample/
.

CreatingDIDNumbers/InboundRules
Many companies provide users and/or departments with Direct or DID numbers, which allow
theircontactstocallthemdirectly,bypassingthereceptionist.DIDnumbers arereferredtoasDDI
numbers in the United Kingdom and as MSN numbers in Germany. Even if you make use of a
digital receptionist, a direct line /number is often preferable because its moreconvenientforthe
caller.

ConfiguringDIDNumbers

Direct numbers can be easily implemented using DID numbers. DID numbers are provided by
your VoIP provider or PhoneCompany and are virtual numbers assigned to yourphysical lines.

Usually you are assigned arangeofnumbers,whichislinkedtoanexistingBRI/T1/E1.Therewill

be an extra charge per number or per range, but this will be a fraction of the cost of adding
physical lines. Enquire with your Phone Company or VoIP provider for more information on DID
numbers.

AddingDIDs

SelectingwheretoRouteCallstothisDID

ToaddaDID:
1. From3CXManagementConsolemenu,click
Add>DID/Inboundroute
.
2. Enter a name for the DID (for example Sales). Note: The DID namecanbeprependedor
appended to the Caller ID so as to identify on which number a caller has called. Youcan
enable this from the
Settings > General > Global optionspage under
Inbound
nametoCallerID
.
3. Now enter the DID number asitwillappearintheSIPtoheader.3CXPhoneSystemwill
match the number inserted in this field with the to header, starting from the last partof
the received string, thus avoiding any differences in the format of the number. For
example, if you are based in theUKandyourDID numberis08452304024,thenyoucan
enter the number 2304024. This will match any DID number inserted in the to field
ending with these numbers, including +448452304024, 08452304024, 00448452304024,
and,ofcourse,2304024.
4. Select for which Gateway or Provider ports you wish to addthisDID.Ifthe DIDnumberis
associated with multiple ports, then you must select each port. An inbound rule will be
createdforeachportthatyouselect.
5. SpecifywhereyouwishtodirectcallsmadetothisDID:

a. EndCall
b. Connectiontoextension
c. ConnecttoQueue/RingGroup
d. ConnecttoDigitalreceptionist
e. Voicemailboxforextension
f. Forwardtooutsidenumber
g. Sendfaxtoemailofextension
6. You can specify that an incoming call is routed differently if it is received outside office
hours.Deselectthe
Sameasduringofficehours
optiontospecifyadifferentroute.
7. Click
OK
tocreatetheDID/Inboundrule.

ConfiguringDifferentOfficeHoursperDID
Businesses working globally across different timezones, will want to configure different office
hoursandholidaysperDID.Forexampleacompanys24hourworldwidesupport.Todothis:

1. From3CXManagementConsolemenu,click
Add>DID/Inboundroute.
2. Give the Rule a descriptivename. Thiswill be used to identify which DID has been used
when troubleshooting and can beseenin thelogs.Itwillalsobeusedforidentifyingwhich
DID is being called in the Caller ID of the destination phones,if the option isselected in
the
GlobalOptions
toprependthenameoftheDID.
3. Type the DID number/mask. This canbe awhole number, or a wildcard,bothformatswill
beconsideredforprocessing.Forexample
1235551234
or
*234
.

4. Choose the provider/gateway port. This is used to identify over which line the call willbe
coming in from. A VoIP Provider will only have one available port. A VoIP (PSTN)
Gateway, will have one port for each physical line, depending on the make and model.
Patton gateways for example will have one port for each line. Beronet gateways will only
haveoneportpergateway.

5. In order to enable custom DID opening hours, uncheck the

Apply the same routing
logicOutsideofofficehours
box.

6. Choose where you want to route out of office hours calls in the
Outside Office Hours
section.


7. Check
Set up Specific Office Hours
. This option will only be enabled if you disable
Apply the same routing logic Outside ofofficehours
.Click
SetupSpecificOffice
Hours
toopenupthedialogbox.

8. Setyourofficehoursandclick
OK
.
9. Check
Play Holiday Prompt on Public Holiday to playthe holiday prompt whenever
thereisaholiday.
10. Click
OKto accepttheconfigurationofboththeroutingofthecallaswellastheopening
hoursoftheDID.
11. Gotothe
Settingsnode>General
.

12. In the
Office Hours section Clickon
ConfigureHolidays
.Thiswillopenupaspecial
dialog box, where you candefine holidays and record or selectpre recorded .wav files to
playfortheholidays

13. GivetheHolidayaName,forexample
NewYear
.
14. Choose the date for the holiday, for example 1 January. Since New Years Day recurs
every year, you can choose
each instead of a year. Holidays with a steady date each
year can be definedlikethis,anddateswhichdonothaveasteadydateeachyearcanbe
defined as and when a holiday doesnt have a steady date, for example a bank holiday,
youcandefinethecurrentyearorthenextyear.
15. ChooseaprompttoplayfortheHoliday.Click
Add
.
16. Chooseapromptfromthelistoffilesalreadyintherepository,andclick
OK
.
17. Click
Add
toaddtheholidayandprompttothePBX.
18. Click
OK
toexittheholidayconfiguration
19. Click
OK
intheGeneralSettingstosavetheconfiguration.

TroubleshootingDIDNumbers
IfyouhavecreatedtheDIDs,butcallsarenotbeingforwardedasexpected,dothefollowing:
1. GototheServerActivitylognodeinthe3CXmanagementConsole.TheServerStatus
screenlistscurrentserveractivityandlogscallsthatarebeingreceivedandforwhich
numbertheywerereceived.
2. CalltheDIDnumberthatyouconfigured,andmonitortheServerStatuslog.Youwillseea
linesimilarto:
Incomingcallfrom1000to<sip:789456123@3CXPhoneSystem>
where1000istheinternalnumberofthelineconfiguredtoreceivecallsfromtheVoIP
GatewayorVoIPProviderand
<sip:789456123@3CXPhoneSystem>
isthecontentofthe
ToheaderoftheINVITE,i.e.theintendedrecipient.
3. NowanalysetheToheadercarefullyandensurethattheDIDnumberyouhavedialledis
presentintheToheader:
<sip:789456123@3CXPhoneSystem>.
4. IfyouseeatextReviewinvite&adjustsourceidentification,youneedtoconfigureSource
identification.SeethechapterAddingaVoIPProvider/SIPTrunk
(
http://www.3cx.com/docs/addingvoipprovidersiptrunks/
)formoreinformation.

Exporting&ImportingDIDs

ExportingDIDs
If you need to export your extensions to a CSV file format to either save them as backup or to
makechangestofollowthenextsteps:
1. Logintothe3CXManagementConsole.
2. Clickonthe
InboundRules
nodeandselecttheDIDsthatyouwanttoexport.
3. Clickonthe
Export
buttontobeginexportingyourDIDrules.

4. Select a location and a file name for your exported DID rule file and click Save. Your
ruleswillbeexportedandsavedintheCSVfile.

ImportingDIDs
If you want to create multiple did rules you can do so by creating thenecessary fields onaCSV
file using the correct format (
http://www.3cx.com/blog/docs/importingdids/
) and then importing
thembackinto3CXbyusingtheimportfunction.
ToimportyourDIDsinto3CXfromaCSVfilefollowthesesteps.
1. Logintothe3CXManagementConsole.
2. Clickonthe
InboundRules
nodeandclickonthe
Import
button.
3. BrowsetothefilethatcontainstheDIDrulesthatyouwanttoimport,selectitandclick
Open
.
4. Theruleswillbeimportedinthe3CXPhoneSystem.

ConfiguringDigitalReceptionist/AutoAttendant

Introduction
The digital receptionist feature allows you to answer phone calls automatically using 3CXPhone
System and present the caller with a list of options. The caller can then choosethe appropriate
option using thenumbersonhisphone keypad.Usingthisfeatureyoucanimplementamenu,for
example: For sales press 1, for support press 2, or wait on the line to be transferred to the
operator.Adigitalreceptionistisalsoknownasanautoattendant.

You can configure different menu options and text for the menus based on which line the call
comes in, as wellas basedonwhetherthecallisreceivedwithinoroutsideofficehours.Thisway
youcouldhaveadifferentansweroutsideofficehoursanddeactivatemenuoptionsaccordingly.

RecordingaMenuPrompt
Before you createyourdigitalreceptionist,youmustfirstwritedownthe menuoptionsyouwishto
offer the caller and then record the announcement. A simple example would be Welcome to
CompanyXYZ,forsalespress1,forsupportpress2orstayonthelineforanoperator

Note: It is generally recommended to putthe number the user shouldpress after the option, i.e.
for sales, press 1, rather than press 1 for sales. This is because the user will wait for the
desiredoptionandonlythenregisterwhatnumbertopress.

CreatingaDigitalReceptionist

ConfiguringaDigitalReceptionist


You can createmultiple digital receptionists and link them to a particular line.To create a digital
receptionist:
1. In the 3CX Phone System Management Console menu, select
Add > Digital
Receptionist
.
2. Specifyanameandvirtualextensionnumberforthedigitalreceptionist.
3. Now click on the
Record button and enteryourextensionnumber.Youwillbecalledso
that you can record the prompt. The file will be copied into the
%allusersprofile%\3CX\Data\Ivr\Prompts
or
C:\ProgramData\3CX\Data\Ivr\Prompts
directory dependingon your OS. Alternatively clickonthebrowsebuttonandspecifyafile
that you previously recorded. YoumustsavethefileinWAVformatin
PCM, 8kHz,16bit,
Mono
format. (In Windows Sound Recorder you must use the Save As option to save
thisformat)
DonotuseMP3format.
4. Specify the menu options. Select the appropriate key, and then select from the available
actions. Then specifythe extension number or virtual extension number (virtualextension
numberinthecaseofRingGroup,CallQueueortoanotherDigitalreceptionist)
5. The last option, Timeout, allows you to specify how long the system should wait for an
input. If it receives no input, it will automatically perform this action. This is handy for
callers who did not understand the menu or who do not have a DTMF capable phone.
Whenready,click
OK
tosavethedigitalreceptionist.

AllowingCallerstoDialaKnownExtensionDirectly
Whilst a digital receptionist prompt isplaying, a caller can enter the extension number directlyto
be connected toanextensionimmediately. Thisallows callerswhoknowtheirpartysextensionto
avoid bothering the receptionist. This option is enabledbydefault.Ifyouwishtomakeuse ofthis
feature simply instruct your callers byexplainingthisinthevoiceprompt.Forexample:Welcome
to Company XYZ, for sales press 1, for support press 2. If you know your party's extension
number,youmayenteritnow

CallbyName
Using a Digital Receptionist, you can also direct callers to the call by name function. This allows
them to find thepersontheywishtospeaktobyenteringthefirstlettersofthepersonslastname
onthephonedialpad.Thecallbynamefunctionrequires:
1. A selfidentification messagefor the user. Users without a selfidentification message are
notaccessibleviathecallbynamefeature.
2.
UsercannothavealastnamewithUnicodecharacters.
3. The Callbyname menu feature must be made available from a Digital Receptionist as
oneofthemenuoptions.

SelfIdentificationMessage
Torecordyourselfidentificationmessage:
1. Gotoyourvoicemailmenu(Default999).
2. EnteryourVoiceMailPINnumber.
3. Gototheoptionsmenu(9key).
4. Press5keytorecordtheselfIDmessage.
5. Recordyournameonly,i.e.SarahJones.


HowitWorks
The Callbyname feature uses the last name of the userandcomparesitwiththeinput(thathas
beenenteredonthephonekeypad).Thefollowingrulesareused:

Thelastnameisconvertedtouppercase.
Allsymbolsexcept[29]and[AZ]areignored.
Thefollowingtranslationsforsymbolsareused:
'ABC2'=>'2'
'DEF3=>'3'
'GHI4'=>'4'
'JKL5'=>'5'
'MNO6'=>'6'
'PQRS7'=>'7'
'TUV8'=>'8'
'WXYZ9'=>'9'

The caller has to type a minimum of threedigits (0 9) to call to a user. Digits 0 and 1 are
ignored, but can be used to call users with short last names (for example, to access someone
withthelastnameLi,youcantype540).

After the user has entered three digits, IVR queries the phone system database for matching
users. If there are no matchingusers, it plays extensionnotfound.Ifthereisonlyonematching
user, the IVR plays Please hold while I transfer your call and redirects the call to theuser. If
there is more than one matching user, the IVR will wait for additional digits from theuser for 2
seconds.
If IVR waits for additional digits (more than one matching user) and user presses anydigit, the
IVR will add this digit to the current input and check currently matching users. If there are no
matchingusers,itwillplayextensionnotfound.

If the user does not input any more digits (2 seconds elapsed or#hasbeenpressed)andmore
than one user is matched, then the IVR will play: To call to Van Damme press 0. To calltoVan
Halen press 1. To exit press pound. In this example Van Damme and Van Hallen are the
selfidentificationpromptsofthematchingusers.

ExchangeServerIVRIntegration
ThisfeaturerequiresthePROedition!

Exchange Server 2010 and 2013 includes avoicemailandanIVRfeaturethatcanbeinteresting

to use for companies that deploy Microsoft Exchange Server. The Exchange IVR feature allows
you to leverage speech recognition in your company IVR. The Voice Mail feature allows you to
convertvoicemailstotextandforwardthemviaemail.

Pleaseseethisarticlehowtoconfigure3CXandExchangeforthisintegration:
http://www.3cx.com/blog/docs/exchangeserver2013config/

ConfiguringRingGroups/Paging/Intercom

Introduction
The Ring Groups / Paging and Intercom features add powerful capabilities to your PBX. Ring
groups will help you not miss thatimportantcustomercall,whilstthePagingfeatureallowsyouto
makeannouncementstogroupsofpeopleratherlikeaPAsystem.

Note:
FeaturesonlyavailableintheStandardandProeditions.

RingGroups
A ring group allows you to direct calls to a group of extensions. Forexample, youcoulddefinea
group of three sales people, and have the general sales numberring on all three extensions at
the same time or after each other.Whenyoucreatea ring group,youassignitavirtualextension
number.Thiswillbethenumberusedbythephonesystemtoaddresstheringgroup.

AddingaRingGroup

Toaddaringgroup:
1. Inthe3CXPhoneManagementconsolemenu,select
Add>Ringgroup
.
2. Nowentertheringgroupoptions:
a. Virtual extension number This number identifies the ring group from other
extensions. Keep the automatically generated extension number, or specify a new
oneasneeded.Donotspecifyanexistingextensionnumber.
b. NameEnterafriendlynamefortheringgroup
c. RingstrategySelecttheappropriateringstrategyforthisringgroup:

i.

Prioritised Hunt This will start ringing on the first extension, then the
secondetc.
ii.
RingallAllphoneswillringatthesametime
iii.
PagingThiswillpageallextensionspartofthegroup(seenextsection)
d. RingtimeSpecifyhowlongthephonesshouldringfor.
3. In the section
Ring group members specify the extensions that should bepart of this
ring group. Simply click on the extensions to the left and click on the
Add > button to
add them to the ring group. Move theextensions upor downtoconfigurethepriorityofan
extension.
4. In the section
Destination if no answer
, you can define what should happenifthecall
doesnotgetansweredbytheringgroup.

Paging
Paging allows someone toringa group of extensions andmakeanannouncementviathephone
speaker. The calledparty will notneed to pick up the handset as the audiowillbeplayedviathe
phones speaker. The person paging will not hear any audio back from the people being paged.
Both paging and intercom features require a phone that supports intercom andthat isconfigured
toallowit.Toaddapaginggroup:

1. Click on the
Add > Ring Group menu option to bring up the
Add Ring Group
page.
2. Nowentertheringgroupoptions:
a. Virtual machine number Specifyan extension number which will be usedforthis
paginggroup.
b. NameEnterafriendlynamefortheringgroup.
c. RingstrategySelectthePagingringstrategy.
d. RingtimeSpecifyhowlongthephonesshouldringfor.
3. If you have phones that support multi cast, and you have a very large installation with
specialized requirements, you can enable the Multi cast option. For mostinstallationsthis
optionisnotrequired.
4. In the
Ring group members section specify the extensions that should bepart of this
paging ring group. Simply click on the extensions and click on
Add > to make them a
member.

Important
: Before using the Paging or Intercom feature make sure that you have specified the
paging/intercom prefix number by going to the
3CX Management Console > Settings >
Advanced > Dial Codes tab and adding the paging prefix in the
Paging field (*11 for
example). Make sure that theuser who istryingtopageagrouphastherighttodoso.Todothis
go to the users
Extension properties > Rights >
Check the Can Intercom
option in
Rightscurrentlyassigned
.

Note
: The
Ring time and
Destination if no answer options willbe ignored, since they are
notrelevantforpaging.

Intercom
The intercom feature allows a phone system user to make an announcement to a single
extension. In this scenario the audio is two way, and the called party can respond immediately
withoutpickingupthehandset.Tocallauserviatheintercomfunction:


1. Prefix the extension youwishto callwith the paging/intercom prefix (thatyou specified in
Settings>Advanced>Dialcodes>Pagingfield),followedbytheextensionnumber.
For example you specified the paging prefix to be *11 to make an intercom call to
extension100youshoulddial:
*11100.
2. Youcannowannounceyourmessage.

ConfiguringCallQueues

Introduction
Call Queues allowcallsto bequeuedwhilstagents(membersofacallqueue)answercalls.Calls
do not go unanswered but are queued until an agent is available to take the call. For example,
you can define agroupofthreesalespeople,andhavethegeneralsalesnumberroutetoasales
call queue. If all three sales people are busy, callers will be keptinthequeueuntilthenextsales
person is free. When you create a call queue, you also assignitavirtualextensionnumber.This
willbethenumberusedbythephonesystemtoaddresstheCallQueue.

Note:
ThefeaturesareonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

CreatingaCallQueue

AddingaCallQueue

ToaddaCallQueue:
1. Clickonthe
Add>CallQueue
menuoptiontobringupthe
AddCallQueue
page.
2. Nowenterthecallqueueoptions:
a. Virtual extension number Optionally change the suggested virtual extension
number. Note that this extension number will be automatically created. Do not
specifyanexistingextensionnumber.
b. NameEnterafriendlynamefortheQueue.
c. Polling strategy This option allowsyou to choose howcallsshouldbedistributed
toagents:

i.

3.
4.

5.

6.

7.

Huntrandom start3CXwillrandomlychooseanagenttodistributethecall
to.Thiswillevenlydistributethecallstoeachoftheagents.
ii.
RingAllThephonesofALLtheagentswillring.
iii.
Prioritised Hunt 3CXwilldistributethecallaccordingtotheorderspecified
in the Queue members section. All calls will go to the first agent first, and
only if this agent is busy, it will go to the next agent. This strategy can be
used to setup skills based routing, by orderingtheagentsaccordingtotheir
skills.
Ring timeout Indicate the timeout in seconds, i.e. for how long the phone should keep
ringingbeforeitconsidersthecallunansweredbythatagent.
In the
Call Queue agents section specify the extensionsthatshouldbepartofthisCall
queue. Simply click on theextensions and click on
Addtomake themamember.Move
theextensionsupordowntoconfigurethepriorityofanextension.
In addition to being a member,anextension/usermustalsologintostartanswering
calls routedtothiscallqueue.Userscanlogintoacallqueueusingtheloginbutton
inthe3CXPhoneorviaascheduleusingtheOfficeHoursSchedule.
In the
Destination if no answer section, you can define what should happenifthecall
does not get answered by an agent. If no agent is logged into the queue, thisoptiongets
triggered immediately. In addition, this option gets triggered if the caller presses the *
button on his phone. This gives callers an option to exit out of the queue and leave a
message.
In the Other options section, youcanspecifyacustomintroductionpromptandacustom
music on hold file.Introduced in v12.5, you can now choose whetherto play the full intro
prompt before the system starts to call queue agents. You can alsodecide whether you
wish to announce a callers position in the queueandwhatthemaximumwaittimeshould
be.

AddinganExternalAgenttoaQueue

AddinganExternalAgent

3CX Phone System also allows you to add external numbers as agents of a Queue. This is
particularly usefulin case you want to use a mobile number, a remoteextension,orevenaVoIP
numberasanagentofaqueue.Toaddanexternalagenttoaqueue:
1. Openyour3CXManagementConsoleandclickonthe
CallQueues
node.
2. Select the queue that you want to add an external agent to and below the list of queue
agentsclickthe
Add
buttonnextto
AddExternalAgentNumber
.
3. Fillintheexternalagentsdetails(anextensionwillalsobecreatedfortheexternalagent).

4. Click
OK
whendoneandtheexternalagentwillbeaddedtoyourqueue.

AdvancedQueueFeatures(AvailableinPRO)
3CX Phone SystemPro Edition adds additional Call Centre like features to3CX Phone System.
No further installationisrequiredyoujustpurchasethemodule,reactivateyourexistingkeyand
theadditionalcallqueuefeatureswillbecomeavailable.

AdditionalQueueStrategies
WiththeProedition,youhavetheseadditionalQueuestrategies:
Longest Waiting Will forward a call to the agent who has been waiting the longest fora
call.
LeastTalkTimeWillforwardthecalltotheagentwiththeleasttotaltalktime.
Fewest Answered Will forwardthe call to the agent thathasansweredtheleastnumber
ofcalls.
Hunt by threes prioritized Will forward thecall to the top 3 agents (as configuredin the
callqueueagentsectionsimultaneously).
HuntbythreesrandomstartWillsendcallto3randomagentssimultaneously.
Round Robin Will target agents in round robin manner, i.e.firstcallwillbesenttoagent
1,thesecondcalltoagent2andsoon.

AdditionalQueueOptions

AdvancedQueueOptions

InthePROedition,youhaveadditionaloptionsthatyoucanconfigure:
You can enable a Callback option This allows callers to hang up and get called back
when its their turn. This option requires that you specify an outbound rule on which the
call back is to be triggered.TheCallBackoptioncanberequestedbythecaller(Option2)
oritcanbeofferedifthetimeoutofthequeueisreached.
You can specify the wrap up time in seconds This gives the agenttime to enternotes
intothecallrecordaftertakingacall.

 You can specifythe maximum number of callers in the queueWhenthisisreached,the

callerwillberoutedaccordingtothesettingintheDestinationifnoanswersection.
Reset Call Statistics for this Queue Detailed statistics for the queue, such asaverage
call time, average waittimeandsoonarevisiblethroughtheQueueMonitoringfunctionin
3CXPhone. You can reset the Agent Call Statistics for the Queue by clicking the Reset
button.
Callstatisticscanalsoberesetautomaticallyusingapreconfiguredschedule.
Priority Queue The administrator can configure this queue as a priority queue.This is
useful when the same people are part of two queues, and calls on one of the queues
should receivepriorityover calls in the other queue. E.g. A support team might have one
line (and one queue) for normal support calls, and another line (and another queue) for
VIP customers. Both queues are serviced by the same people. The queue for VIP
customerswillhavethePriorityQueuefeatureenabled.
Give Caller ability to optoutofrecording:ThisgivestheoptiontothecallertopressDTMF
3tostopbeingrecordedduringacall.
Queue Notifications Various notifications can be enabled so that the QueueManageris
notified when certain conditions are encountered, such as the SLA time has been
breached,oracallintheQueuehasbeenlost.

ConfiguringFaxServer

Introduction
3CX PhoneSystemincludesafaxserverthatallowssendingandreceivingoffaxes.The3CXfax
server is based on the T38 standard and requires a compatible supported T38 VoIP gateway or
provider. Note that it must be configured according to our configuration guides, so that fax
reception is enabled. It is also possible to use a VoIP provider that supports T38, however the
quality of the fax implementation between VoIP providers varies and can therefore not be
guaranteed.
Note:
ThisfeatureisonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

FaxReceivingConfiguration
To receive faxes,youmustconfigurealineoraDIDtobededicatedtofax,sothatallcallsonthis
number are forwarded to the 3CX Fax Server. The 3CX Fax Server will then receive the fax,
convertittoPDFandemailthefaxtotheconfiguredemailaddress.

ConfiguringaPortorDIDtoReceiveaFax

Todothis:
1. From the 3CX Managementconsole, select the Inbound rule for port or DID whichwillbe
dedicatedtoreceivingfaxes.
2. Fromthe
Officehours
routingoptions,select
Sendfaxtoemailofextension
.
3. Select the extension that should receive incoming faxes. If you select
Default Email
Address
, incoming faxes will be sent to the email address configured for the virtual fax

extension number. You canconfiguretheemail addressofthedefaultvirtualfaxextension

fromthe
FaxMachinesnode>8883CXFaxServer
.
4. Alternatively you can forward incoming faxes to the email address configuredfor a users
extension.ThisallowsyoutocreatemultipleDIDrulesandgivepersonalfaxnumbers.

ConfiguringFaxMachines/FaxServers
The Fax machines node in the management console lists all known
Fax extensions including
the extension used by the 3CX Fax Server. These
Fax extensions are similar to a normal
extensionandrequireanauthenticationIDandpasswordtologintotheSIPserver.
3CX PhoneSystemincluded a preconfigured fax extension (ext:888).Thisextensionisusedby
the 3CX Fax Server forincomingfaxcalls,whichareroutedtoanemail address.Inaddition,3CX
Phone System canbe configured to proxy fax calls (T38traffic)to afaxmachineconnectedtoan
ATAoranothersoftwarebasedT38faxserverbycreatingadditionalfaxextension.

FaxExtensionSettings

FaxExtension

Tocreateanewfaxextension:
1. In the 3CX Management Console, go to the
Fax machines node. Click
Add Fax
Extension
.
2. In the
Fax Server Extension Number field, specify the fax extension number. Any call
forwardedtothisextensionwillbeassumedtobeafaxandreceiveafaxtone.
3. Specify the Fax Server Authentication ID and Password These credentials willbe used
rd
bytheATA/3
partyfaxservertologintothe3CXPhoneSystem.
4. If this extension is used by the3CXFaxServer,youcanspecify thedefaultemailaddress
towhichallfaxesshouldbesent.
rd
5. If this extension is used for an ATA or 3
party T38 fax software, the extension will be
used only toregisterto the SIP server and receive T38 fax traffic.
Note: Youmust restart
thefaxserviceforchangestotakeeffect.

ConnectingFaxMachinesUsinganATA
Once you have configured the fax extension you must connect the fax machine to a supported
ATA device andconfigure the ATA device to connecttothefaxextension.Seethislinkforastep
bystepguide:

http://www.3cx.com/docs/configurefaxmachinewith3cx/

ConfiguringWeb&CallConferencing

Introduction
Call conferencing allows youto easily configure uptoeightconferencecallsthatcanallowatotal
of 64 callers (license permitting). In other words the 64 caller limit is for all conferences, not per
conference. Note that a conference with64participantswill requireapowerfulmachine.Although
many conference call services exist, its often easier and cheaper to host your own audio
conferences. Conferences can be setup ad hoc, withouttheneedtoreserveaconferenceroom.
Thishasbeendonetosimplifythesetupofconferencecalls.

3CXWebMeeting
In addition tostandardvoiceconferencing,3CXPhoneSystemalsohasanadvancedweb /video
conferencing featurecalled 3CX WebMeeting. This is a separatelylicensedservicebasedonthe
numberofconcurrentparticipantsyouwishtohost.Moreinformationcanbefoundhere:
http://www.3cx.com/webconferencing/

CallConferencing

ConfiguringConferencing
1. In the 3CX Management Console, go to
Settings>Advancednodeandclickonthe
Conferencingtab
.
2. Nowspecifythe conferencingextensionnumber.Thisisthenumberthatusersmustcallto
setupaconference.
3. Specify whetheryou wishtorequireaPINtocreateaconference.Ifyouenablethis,users
that
create a conference must enter this conference PIN after the Conference ID when
creating a conference. The PIN willbeusedautomatically ifauser createstheconference
via3CXPhone.

CreatingaConferenceCall
Conferencecallscanbecreatedusingoneofthefollowingmethods:
1. From3CXPhone,theusercancreateanadhocconference.Formoreinformationhowto
dothisseetheonlineusermanual:
a. 3CXPhoneforWindows&Mac:
http://www.3cx.com/usermanual/callconference/
b. 3CXPhoneforAndroid:
http://www.3cx.com/usermanual/callconferenceandroid/
c. 3CXPhoneforiOS:
http://www.3cx.com/usermanual/callconferenceiphone/
2. From the Conference section in3CXPhone, the user can also schedule conference calls
to occur in the future. Users will receiveanemailwiththeconferencecalldetails.External
usersneedtobenotifiedbytheuser.
3. Users can create conference calls using their IP Phone. They will need to dial the
ConferenceExtensionnumber(700)bydefault,andfollowtheprompts.

For information how to create a conference call, see this page of the online user manual:
http://www.3cx.com/blog/voiphowto/createconferenceusingdeskphone/

WebConferencing
3CX Phone System has a powerful video conferencing feature called 3CX WebMeeting. By

default you can host video conferences for up to 10 participants. You can license additional
participantsifyouwish.

Configuring3CXWebMeeting
Followthesestepstoconfigure3CXWebMeetingonyourphonesystem:

Step1Enablethe3CXWebMeetingfeature
3CX WebMeeting requires3CX Phone System Version 12 SP5 or later. By default you can host
meetings with up to 10 participants. If you need more, you need to obtain a license key. More
informationandpricingcanbefoundhere:
http://www.3cx.com/ordering/pricing/webmeeting/

1. Navigateto
Settings>WebMeeting
.
2. Select whetheryouwilluse3CXWebMeetingforupto10participants(includedwithevery
3CX Phone System license) or whether you will buy a 3CX WebMeeting license to get
moreparticipants.Inthiscaseyoumustenteryourlicensekey.
3. Enteryourcompanydetails.
4. Click
Activate
.

Step2Createyour3CXWebMeetingAccount
A 3CX WebMeeting portal onour 3CX WebMeeting Servers is requiredsoyoucanstartcreating
meetings.

Tocreateanaccount:
1. Switchtothe
AccountManagement
tab(Afteractivatingthelicense).
2. SelecttheRegionthatappliestoyou.
3. Enter your URL. Normally the company name. This URL will be shown in the meeting

invites,i.e.thelinkthatuserswillclickon.
4. Select the extension user that is the administrator. Choose this correctly because this
cannotbechangedlater.
5. Enterapasswordfortheadmin.Choosethiscorrectlybecausethiscannotbechanged.
6. Click the
Create Account button. An account will be created and dedicated to your
organization.

Step3Adduserstoyour3CXWebMeetingaccount
NowyoucancreateuseraccountsonyourportalsotheyareabletocreateWebMeetings.

1. Clickonthe
UsersandAccess
tab.
2. The column on the left shows all availableextensionsinside3CXPhoneSystem.Selecta
user and click the
Add > button to create user accounts in your portal. Each extension
userthatismovedtotherightwillbeabletoorganizeWebMeetings.
3. Click
Save
.Accountswillbecreatedfortheselectedusers.

OrganizingWebMeetingsfrom3CXPhone
The users that have a WebMeeting useraccountcreated, arenowabletoorganizeandschedule
WebMeeting sessions. All this can bedone fromwithin3CXPhoneforWindows.Start3CXPhone
forWindowsandclickonthe
Conference
tabinthebottomoperationstoolbar.

Two new options will be visible at this point: Create WebMeeting and Scheduled
WebMeetings.Formoreinformationonhowtohostandorganizemeetings,goto:
http://www.3cx.com/usermanual/hostingwebconference/

Delegating3CXManagementConsoleAccess

Introduction
3CX PhoneSystemallows you to delegate access to the 3CX Management Console. Using this
feature the3CX PhoneSystemAdministratorcansharemanagerialtaskswithdepartmentheads,
or allow a companysIT Administrator to manage his companys extensions. Thelevel ofaccess
can be adjusted depending on what each user needs to have access to. This way managerial
tasks can be delegated and divided to a groupof individuals rather than one administrator and
3CXPhoneSystemcanbemanagedmoreefficiently.

ConfiguringExtensionAccessPermissions
To configure an extensions Management Console access,navigatetothe
Extensionsnode>
Select the extension and click Editextension > Switch to the Options tab
.Youneedto
set a 3CX Web Access password, and provide it to the userofthatextension.Theusercanthen
login into the 3CX Management Console using his/her extensionnumber as the username, and
the password set by the administrator.Here we go through a number ofsample use cases, and
showyouhowtoconfigure3CXPhoneSystemforeachcase:

UseCase1:AllowPowerUserstoManagetheirExtensions
Power users can be allowed access to the management console to configure their extensions
parameters, such asedittheirvoicemailPINnumberandconfiguretheiremailnotifications.Todo
this:
1. From the
Options tab, check the
Allow 3CX Management Console Access
checkbox.
2. Clickthe
ConfigurePermissions
button.

3. Fromthedialogwindowchoose
ManageownExtension
andclick
OK
.
4. Click
Apply
tosaveChanges.

Byallowingausertomanagehis/herownextension,theusercan:
Edittheiremailaddressandmobilephonenumber.
Configure voicemail options such as disable PIN authentication to listen to messages, or
editPINnumber.
Configure email notifications such as whether to receive voicemails as emailattachments
andreceiveemailnotificationonmissedcalls.
Configurevoicemailgreetings.

UseCase2:AllowDepartmentHeadstoManagetheirDepartmentsExtensions
Department heads canbeallowedtomanageusersintheirdepartment.Thisallowsthehead ofa
call center for example, to control which extensions are allowed to make external calls, or
enable/disabletherecordingofcalls.Togiveaccesstoadepartmenthead:
1. From the
Options tab, check the
Allow 3CX Management Console Access
checkbox.
2. Clickthe
ConfigurePermissions
button.

3. Fromthedialogwindowchoose
Group/DepartmentManager
andclick
OK
.
4. Click
Apply
tosaveChanges.

ByallowingGroup/DepartmentManageraccess,theusercan:
Create and edit and manageextensionswithin theextensiongroup(s)thathe/she belongs
to.
Controlwhichextensionsareallowedtomakeexternalcalls.
Enable/disabletherecordingofcalls.
Login/outagentsfromQueues.
Configureforwardingrulesforextensions.

UseCase3:AllowAccesstoanITAdministratortoManageCompanyExtensions
A companys IT administrator can be given access to create and manage his companys
extensions. This is especially useful in a hosted server environment where the System
Administrator isinchargeofupdatesandsystemsettings,anddaytodayextensionmanagement
isdelegatedtotheITadministrator.Todothis:
1. From the
Options tab, check the
Allow 3CX Management Console Access
checkbox.
2. Clickthe
ConfigurePermissions
button.

3. Fromthedialogwindowchoose
GlobalExtensionManager
andclick
OK
.

4. Click
Apply
tosaveChanges.

ByallowingGlobalExtensionManageraccess,theusercan:
Create and edit and manage extensions. Includes all the points from the previous use
cases.
Createandeditandmanageextensiongroups.

UseCase4:AccesstoVoIP/TrunksandSystemAdministrator
In addition to managing his companys extensions, the IT administrator can be given access to
add/edit VoIP/Trunks and be given System Administrator access. Access to these two options
can begivenindependentlyofeachother. UserswithaccesstoVoIP/TrunkcanconfigureVoIP
Gateways, VoIP Providers and 3CX Phone System Bridges. Users with System Administrator
access can modify system extensions (Queues, Ring Groups, Digital Receptionists), and also
haveaccesstoSettingsandUpdates.Toenableaccesstotheseoptions:
1. From the
Options tab, check the
Allow 3CX Management Console Access
checkbox.
2. Clickthe
ConfigurePermissions
button.

3. From the dialog window check

VoIP / Trunk Administrator and/or
System
Administrator,
click
OK
.
4. Click
Apply
tosaveChanges.

ByallowingaccesstoVoIP/TrunksandSystemAdministration,theusercan:
ConfigureVoIPGateways,VoIPProvidersand3CXPhoneSystemBridges(VoIP/Trunk).
Modifysystemextensions:Queues,RingGroups,DigitalReceptionists(SysAdmin).
Access to the System node, where Network, Security, General and Advanced settings
reside(SysAdmin).
Accessandperformsystemupdates(SysAdmin).

Connecting3CXPhoneSystems(Bridges)

Introduction
You can connect two separate 3CX Phone Systems, allowingyou to make callsbetweenbranch
officesusingyourinternetconnectionandthusatnocharge.

The Bridge will be assigned a prefix, which users must dial to access the other 3CX Phone
System or SIP phone system. This prefix must be followed bytheextensionnumbertheywishto
reach on the other 3CX Phone System. For example, if you assign the prefix 5 toabridgewith
another office, and within that office youwantto dialsomeonewhohasextensionnumber105on
thatphonesystem,youwoulddial5105toreachthatpersondirectly.

Alternatively, you can assign the extensions in one office to start with one number (e.g. 1), and
the extension in the second office to start with a different number(e.g.2 and 3). That way, the
users do not needto dial a prefix, since the PBX will route the call based on the first digit of the
callednumber.Inthiscase,theoutboundrule(withprefix1and2)shouldnotremoveanydigit.

Note:
ThisfeatureisonlyavailableintheStandardandProeditionsof3CXPhoneSystem.

CreatingaBridge
Each bridge must have a Master and a Slave Phone System. The Slave Phone system
registers with the Master Phone System. To create a bridge you must first setup the Master
PhoneSystemandthentheSlavePhoneSystem.

Step1:CreateaBridgeontheMasterPhoneSystem

CreatingaMasterBridge

1. In the management console of the Master 3CX Phone System, click on the
Add >
Bridge
menuoptiontobringupthe
AddBridge
page.

2. The 3CX Phone System will prompt you to conduct a firewall test
(
http://www.3cx.com/blog/docs/firewallchecker/
).Click
RunFirewallChecker
,andafter
successfullycompletingthetest,returntotheAddBridgepage.
3. Enter a name for the bridge and assign a virtual extension number. A bridge must be
assigned a virtual extensionnumber so it can be addressedbythephonesystem.Accept
the default or chooseanother extensionthatis free. Thevirtualextensionnumberwillalso
be used as the Authentication ID, so the virtual extensionchosenshouldbeavailable and
theSAMEonBOTH3CXPhoneSystems.
4.
NowselecttheTypeofbridge:
a. Master (Direct UDP) In Direct UDP mode, all traffic will be sent via UDP and
willusemultipleports.
b. Master (Tunnel TCP) The tunnel optionallowsallSIPandRTPtraffictobesent
via a single TCP port. The 3CX Tunnel vastly simplifies firewall configuration,
althoughit cannot provide the same qualityasadirectconnection.Also,thetunnel
optioncanonlybeusedwithanother3CXPhoneSystem.
5. If you selected Master (DirectUDP), enter the authentication password, which together
with the Virtual extension number must be used by the slave to register with this 3CX
Phone System.The Virtual extension numbermustbeUNIQUE onthis phonesystemand
thesesamecredentialsmustbeusedbytheSlave3CXPhoneSystem.
6. IfyouselectedMaster(TunnelTCP)thenyoumustenter:
a. AuthenticationPasswordThepasswordthatwillbeusedforauthentication.
b. Remote end of the tunnel Enter the public IP of the Slave 3CX Phone System
machine.
c. Entertheremoteportofthe3CXTunnel(bydefault5090).
d. Enter theportoftheLOCALendofTunnel.Forthefirstbridgeconnectionitis5081
(5080 is used for externalextensions). The port will be incremented by 1 for each
bridge you create that uses the tunnel.
You will have to forward TCP and UDP
port 5090 on the firewall behind which the Master 3CX Phone System
resides.
7. Specify a prefix to be used for this bridge. I.e. if you specify5,thenausermustdial5100
toreachextension100ontheother3CXPhoneSystem.
8. Select if you want topublish and receive presence information from theother3CXPhone
System. Publish Information is available in Standard and Pro. Receive information is
availableonlyinProeditionlicense.
9. Select the users that are able to see this remote connection from within 3CXPhone for
Windows.
10. AcceptallotherdefaultsandclickNexttocreatethebridge.

Step2:CreateaBridgeontheSlavePhoneSystem

ConfiguringaSlaveBridge

SlaveBridgeUsingthe3CXTunnel

1. In the management console of the Slave 3CX phone System, click on the
Add >
Bridge
menuoptiontobringupthe
AddBridge
page.
2. Enter a name for the bridge and assign a virtual extension number. This virtualextension
numbermustbetheSAMEoneusedontheMasterPhoneSystem!
3. IfyouselecttocreateaslavebridgeusingdirectUDP,thenyoumustenter:
a. PublicIPoftheMaster3CXPhoneSystem
b. SIPPortoftheMaster3CXPhoneSystem(bydefault5060)
c. AuthenticationPasswordThepasswordsetontheMasterPhoneSystem.
4. IfyouselecttocreateaSlaveusingthe(TunnelTCP),thenyoumustenter:
a. LocalIPofremote3CXPhoneSystemandport.
b. Remote end of Bridge/Tunnel Enter the public IP and port of the
Master 3CX
PhoneSystemmachine(bydefaultportis5090).
c. Configure the port for the local end of the tunnel (5081 by default). If you have
multiple network cards select the IP of the card connecting to the Master Phone
System.
d. Authentication Password Thiswill beusedtoauthenticatewiththe
Master
.This

5.
6.

7.
8.

must match the credentials enteredon the master.

YouwillhavetoforwardTCP
andUDPport5090onthefirewalltotheSlave3CXPhoneSystem.
Specify a prefix to be used for this bridge. I.e. if you specify5,thenausermustdial5100
toreachextension100ontheother3CXPhoneSystem.
Select if you want topublish and receive presence information from theother3CXPhone
System. Publish Information is available in Standard and Pro. Receive information is
availableonlyinProeditionlicense.
Select the users that are able to see this remote connection from within 3CXPhone for
Windows.
AcceptallotherdefaultsandclickNexttocreatethebridge.

CallingaPartyontheOtherEndoftheBridge
To dial a number on the other end of the bridge, you must dial the assigned prefix, plus the
number of the person youwishtocall.Forexampledial5100toreachextension100onaremote
phone system. The number 5 would be the prefix assigned to the bridge to reach that remote
phonesystem.

ThePhonebook/DirectoryService

Introduction
The phonebook feature allows you to easily publish a companywidephonebook. Used intandem
with a personal phonebook, it allows users to quickly launch calls without wasting time finding a
contactsnumberandsubsequentlyenteringitinthephone.

TheCompanyPhoneBook

3CX PhoneSystemsupports a company and a personal phonebook.The Company phonebook

iscompanywide andismanagedfromthemanagementconsole.Thepersonalphonebookisonly
availabletoaparticularextensionandismanagedfrom3CXPhone.

SynchronisePhonebooktoyourIPPhones
The company phonebook is also published to a directory in a format that Cisco, Fanvil, Htek,
Polycom, snom, and Yealink phones can download. These phones can then show the same
phonebookontheirdisplay.

ResolvesCallerIDtoName
One of the most important features of the phonebook is that incoming caller IDs are searched
against the phonebook, and if a match is found, the callers nameisshowninthecallerIDrather
thanjustthenumber.

To manage the company phonebook, go to the

Settings > Company Phonebook node.
Click
Add
toaddanentry.

Importing&ExportingPhonebookEntries
You can import phonebook entries from a CSV file. Each entry should be on a new line,andthe
fields separated bya comma as follows: First name, Last name, Phone number. To import the
companyphonebookentriesintoyour3CXPhoneSystemdothefollowing:


1. Logintothe3CXManagementconsoleandclickonthe
Settings
node.
2. Clickon
CompanyPhonebook
andselect
Import
.
3. BrowsetoyoursavedCSVfile,selectitandclick
Open
.
4. YourCompanyPhonebookentrieswillbeimportedinto3CX.
YoucandownloadasamplePhonebookimportfilefromhere:
http://downloads.3cx.com/downloads/misc/ImportCompanyPhonebookSampleV125.csv

You can exportyourphonebookentriesfromtheCompanyPhonebookinordertosavethemasa

backup or for modify them and import them back at a later stage. To export your phonebook
entriesfollowthesesteps:

1. Logintothe3CXManagementConsoleandclickonthe
Settings
node.
2.
Clickon
CompanyPhonebook
andclickthe
Export
button.
3. SelectafilelocationandafilenameforyourCSVfile.
4. Click
Save
toexportandsaveyourCompanyPhonebook.

UsingthePhonebook
To use the phonebook, users enter a name or part of the name in the search box in 3CXPhone
Phonebook. 3CXPhone will automatically resolve the name or part of the name to a phonebook
entry.Tolaunchacall,theuserjustdoubleclicksthenameandclickstheCallbutton.

SynchronisingwithExchangeServer
The Exchange Connector allows you to connect the 3CX Phonebook with Microsoft Exchange
Server 2007, 2010, 2010 SP1, 2013, and Office 365 (with Exchange) to import Exchange
contacts to either the company or the personal phonebook. The following import functions are
available:
ImportGlobalAddressList(GAL)intothe3CXCompanyPhonebook.
Ability to select a public folder of contacts to be imported into the 3CX company
phonebook.
Ability to import personal contactsfromone or more Exchange users andimport themto
theirpersonal3CXPhonebook.

ThisFeatureRequirestheProEdition!

HowitWorks
The 3CX Exchange Connector will connect to Microsoft Exchange Servervia an impersonated
user and import all the contacts. Then, at a specified interval, the connector will login to the
Exchange Server and check ifthereareanynewcontactsorifanycontactshavebeendeleted.If
contacts have been deleted, these will be deletedin the 3CX Phonebook. If contacts have been
added they will beimported. IMPORTANT:The 3CX Connector will sync Exchangeto3CX.That
is tosay,anychangesmadetothatparticularcontactin the3CXPhonebookwillNOTbeupdated
inExchangeServer!

ConfiguringtheExchangeConnector(MSExchangeSync)
In order to configure your 3CX Phone System to work and synchronize with Microsoft Exchange
using the 3CX Exchange Connector, you will first need to create an impersonated Microsoft
Exchangeuseraccount.Todothat,followtheseinstructions:

http://www.3cx.com/blog/docs/howtocreateimpersonateduser
.
After you have created your impersonated account you may continue and configure the 3CX
ExchangeConnectorbyfollowingthesesteps:

1. Log in to your 3CXManagement Console and click on the

Settings node.Then select
Advanced
andclickthe
CompanyDirectorySync
tab
2. Fillinthefollowingfields:
a. FULL FQDN to OWA of the Microsoft Exchange Server. Exchange 365 users will
needtousetheirOWAlink.
b. Insert your impersonatedaccount data that you have alreadycreatedfollowingthe
stepsdescribedhere:
http://www.3cx.com/blog/docs/howtocreateimpersonateduser
,
inthe
ImpersonatedUserAccount
and
UserAccountPassword
fields.
3. Select the email address and the public folders that you want synchronized and click
Apply
.
4. To check if your Exchange contacts have beensynchronizedwiththe3CXPhoneSystem
CompanyPhonebookgoto
Settings
andthenselect
CompanyPhonebook
.
5. You should seealistofcontactsinthe3CXCompanyPhonebookimportedfromtheemail
addressthatyouselectedtosynchronize.

Note
: You cannot delete any contacts synchronized through MS Exchangefromyour Company
Phonebook. The contacts need to be deleted from Exchange first and the 3CX Company
Phonebookwillbeupdatedautomatically.

EnablingExchangeCalendarProfileSwitching
After having successfully configured MS Exchange Sync, youcantakeadvantageoftheabilityto
automatically change your extension status, based on your status in theOutlook calendar.Ifyou
have scheduled appointments where yourShow AsstatusissettoWorkingElsewhereorOut
Of Office, then youstatusin the 3CX Phone System will automatically change to theAway or
Out Of Office status respectively. To enable this feature, check
Enable Calendar Profile
Switching in
Settings > Advanced > Company Directory Sync > MS Exchange
Sync
. For detailedinstructions on how to use the Exchange Calendar Profile Switching feature
readourdetailedguide.

ConfiguringtheLDAPDirectorySearch
When an incoming call is received, the 3CX Phone System can access LDAP and look for a
contact match. If a match is found, the contact will be automatically added to the 3CX Company
Phonebookandthecontactinformationwillbedisplayedwhenthatcontactcalls.

ToConfigureLDAP(LightweightDirectoryAccessProtocol)with3CXPhoneSystem:
1.
Logintothe3CXManagementConsoleandclickonthe
Settings
node.
2. Clickon
Advanced
andclickon
CompanyDirectorySync
.
3. Select
LDAPDirectorySearch
:
a. FillintheLDAPserverIPaddressorFQDNasintheexampleabove.
b. InserttheLDAPserverportnumber.
c. InserttheLDAPUsernameandUserPassword.
d. Specify your LDAP search base. In this example we used OU=3CX
Contacts,DC=cyprus,DC=com which means that the LDAP search will take place
in the 3CX Contacts container in the cyprus.com domain. Taking that in
consideration you need to specify your search base according to your LDAP
configuration.
e. AddanumberofdaysthattheSystemwillwaitbeforeremovingcontacts.

4. When a you receive a call, the Company Directory Manager service (which monitors all
calls) will search foramatch inthethecompanyphonebook.If amatchisnotfoundthenit
will search the LDAP Server and ifa matchforthecontact isfound,thenitwillbeaddedit
toyourCompanyPhonebookdirectlyasshownabove.

5. To clear all LDAP Entries from your Company Phonebook go to

Settings >
Advanced > Company Directory Sync > LDAPDirectory Search >
Click on the
ClearallLDAPentries
button.

Important!
In order for the Company Directory and LDAP search to work correctly you need to
make sure that Caller ID and Phonebook matching is enabled in

Settings > General >

Global Options tab and set
"Resolved caller ID to
phone book entry" to on and
"Minimumlength"
to6digits
.IfthisoptionisnotenabledthenLDAPsearchwill
NOT
work.

ConfiguringCompanyDirectorySynchronizationODBCSearch
The ODBC extension for the company directory manager allows your business to connect the
3CX Phone Systemto any data source which can be accessed via an ODBC driver. In this way
any database driven ERP or CRM can import contact data from the shared database when an
incoming call is received. Read our detailed stepbystepconfigurationguideonhowtoconfigure
ODBCSearchat:
http://www.3cx.com/docs/odbcsearchphonebookdirectory/
.

CallReporting

Introduction

CallReports

3CXprovidesanumberofreportsviaits3CXWebReportsmodule:
Call Statistics ReportsThesereportsprovideinformationonthecallsmadeandreceived
through 3CX Phone System, along with statistical information on the phone extensions
andRingGroups.
Advanced Call Reports Reports related to Call costs by Group and Type, Extension
Grouponly,OutboundCallsbyType,andRinggroupstatistics.
Call Center Statistics Reports The reports provide more detailed information on the
Queue statistics, call distribution, team statistics,abandonedcalls,SLAstatistics,callback
statistics, and other reports related to a typical Call Center. To access these reports you
requireaPROedition.

Note:
ThesefeaturesareonlyavailableintheStandardorProeditionsof3CXPhoneSystem.

DelegatingAccesstotheCallReportingModule
To allow an extensionto access the call reporting module, go to
Edit Extension > Options
tab
>

Access
section.Checkthe
Allow3CXWebReportsAccess
checkbox.

Userscanalsobeallowedaccessto:
Clearcalllogsandsetcalltypesbycheckingthe
AllowAdminOperations
checkbox.
Downloadanyrecordedcallbycheckingthe
Candownloadanyrecording
checkbox.

AccessingtheCallReportingModule
1. Fromyourwebbrowser,goto:
http://YOURPBXFQDN:{chosenportnumber}/reports/
Where
YOURPBXFQDN is the FQDN Address of your PBX server and
{chosen port
number}
theHTTPportnumberyouhavechosenduringinstallation.
2. Use the same credentials to access thecallreporting moduleas thoseusedtoaccessthe
3CX Management Console. A user which has been granted access, can login using their
extensionnumberastheusername,andthepasswordtheadministratorhassetforthem.

3. Select the desired report fromthetreenodeonthe left,andconfigureanyrequireddataor

datetimefilters.Click
ShowReport
togeneratetheoutput.
4. Youcanexportcallrecordstoanypopularformatlikepdf,excel,word,rtfandmore.

MonitoringyourPhoneSystem

Introduction
3CX Phone System is easy to monitorfor any Windows administrator, since it behaves justlike
any other Windows Server application. You can monitor 3CX Phone Systemusingyourfavourite
networkmonitoringsolution,forexampleActiveXpertsorMicrosoftOperationsmanager.

ThingstoMonitor

SystemsExtensionsStatus

MonitoringSystemExtensions

3CX PhoneSystemuses system extensions for services such as IVR, Queue, Fax, Parking and
so on. Using the System
Extensions node in the 3CX ManagementConsoleyou can quickly
monitorifallthesesystemextensionsareworkingandregisteredcorrectly.

3CXServices
A good first check isto monitor that all 3CX services are running. You canviewall3CXservices
from the
Services node in the 3CX Management Console. Any network monitoring package
canmonitorwindowsservicesremotely.

ServerEvents

ConfiguringEmailAlerts

The Server Event Log node listsevents related to 3CX Phone System. Youcan configure email
alerts to be sent to you for critical events from the
Settings > General > Email
notificationstab
.

These events are also posted to the Windows events log as application events so that you can
monitor the events using your network monitoring package. The following server events are
postedtothelog:

ServerEventLog

ApersondiallingtheEmergencynumber(ID4099).
ChangestothestatusofaSIPTrunk(ID4100).
Atrunkfailoveroccurs,i.e.thebackupruleistriggered(ID12289).
A Trunk or VoIP provider account responds with an error code (ID 12294) This could
happenifyouraccountisinactiveorreachedthecreditlimit.
UponregistrationorunregisteringofanIPPhone(ID4101).
Thelicencelimithasbeenreached(ID8193).
An IP is blacklisted (ID 12290) This can happen if an IP has reached the maximum
numberoffailedauthenticationattempts.Frequentlythispointstoahackingattempt.
An IP is blacklisted because oftoo many requests (ID 12292) This happensif the web
serverantihackingmoduleblocksanIPbecauseoftoomanyrequests.
ACallBackrequestistriggeredbythequeuemodule(ID102).
Failure of a DNS resolution (ID 12293) This event occurs when the remote VoIP
provider could not becontacted. This could occur when your internet connection is down
orthespecifiedIPorFQDNfortheVoIPproviderisincorrectordown.
Failure of resolving an IP via STUN (ID 12295) This happens when the STUN serveris
down.Thiseventwillalsobetriggeredwhentheinternetgoesdown.

ServerActivityLog

3CXPhoneSystemActivityLog

Monitor the server status log to troubleshoot issues. This utility shows the activity log of the

server,andlogspotentialreasonsforerrorconditions.

The Server Activity log allowsyoutoeasilyfilterbasedonExtension,or particularcall.Inaddition,

you can filter the logging by date and time. Enabling Verbose Logging will show additional
advancedloggingincludingtheSIPmessagesforthefilteredlogging.

Firewall&RouterConfiguration

Introduction
Undoubtedly, the best place for 3CX Phone System is on a machine behind a firewall. This
configuration is easierandmore secure. If you only use PSTN lines and donotplantohaveany
remoteextensions,youdontevenneedtomakeanychangestoyourfirewallconfiguration.

However, if you plantouseremoteextensionsoraVoIPProvider,youwillhavetomakechanges

to your firewall configuration. In order for 3CX Phone System to communicate successfullywith
VoIP providers and Remote Extensions, your firewall/router device must be correctly configured
forSIPoperation.

YoucanlearnmoreaboutVoIPandFirewallsinthisarticle:
http://www.3cx.com/blog/voiphowto/firewallnatpatstun/

SIPALG
To maximizeyourchancesofsuccess,makesureyouchoosea devicethatdoesnotimplementa
SIP Helper or SIP ALG (Application Layer Gateway), or choose a deviceon whichSIP ALG can
bedisabled.ThefollowinglinksareexampleshowtoswitchoffALGonpopularrouters:

HowtoDisableSIPALGonFortinet/FortiGate
HowtoDisableSIPALGonNetgearRouters
HowtoDisableSIPALGonThomsonRouters

ConfigurationforVoIPproviderorSIPTrunk
If you intend to use a VoIP Provider & the 3CX WebRTC Gateway you will need to open the
followingportstoallow3CXPhoneSystemtocommunicatewiththeVoIPProvider:

Port5060(UDP)forSIPcommunications(send&receive)MUSTBESTATICALLY
MAPPED.Seesamplefirewallconfigurationat
http://www.3cx.com/blog/voiphowto/linksysrouterconfiguration/
Port5061(TCP)forTLScommunications
IfusingsecureSiP
.
Port 90009199 (or higher) (UDP) (send & receive) for RTP communications, which
contain the actual call. Each call requires 2 RTP ports, one to control to call and one for
the call data. Therefore, you must open twice as many ports as you wish to support
simultaneous calls via the VoIP provider. For example, if you want to allow 4 people to
makecallsviatheVoIPprovidersimultaneously,youmustopenport9000to9007.

Note that theaboveportrangesarethedefaultportsin3CXPhoneSystem.Youcanadjustthese

ports from the
3CX Management Console, in the Settings > Network node. From this
node, you can configure the ports to be used for internal calls, and the ports to be used for

externalcallsbeingmadeviaaVoIPproviderorcallstoandfromaremoteextension.

ConfigurationforRemoteExtensions
Forremoteextensions,youhavethechoiceofusingDirectSIPorusingthe3CXSBC(Tunnel).
The3CXSBCservicewillbundleallVoIPtrafficoverasingleportandvastlysimplifyfirewall
configurationandimprovereliability.3CXPhoneforAndroid,WindowsandMachavetheinbuilt
tunnel,whilstusingthe3CXSBCserviceonaremotenetworkyoucanalsoconnectIPPhones
viathetunnel.Formoreinformationreadthenextchapter.

Remoteextensionsvia3CXTunnel
Toconnectremoteextensionsviathe3CXTunnel,youmustopenthefollowingports:

Port5090(UDPandTCP).
Port80HTTP/443HTTPSfor3CXPhonePresence.Note:HTTPandHTTPSportscan
beconfiguredduringinstallation.Ifyouhavechosentouseportsotherthan80/443make
suretoforwardthose.

RemoteextensionsviadirectSIP
IfyouwishtoconnecttheremoteextensionviadirectSIP,inthecaseof3CXPhoneforiOSorfor
singleIPPhones,thenyoumustconfigurethesameportsasrequiredforaVoIPProviderora
SIPTrunk:

Port5060.
Port5061ifusingsecureSIP.
Port90009199forRTP.
Port80HTTP/443HTTPSfor3CXPhonePresenceandHTTPprovisioning.Note:HTTP
andHTTPSportscanbeconfiguredduringinstallation.Ifyouhavechosentouseports
otherthan80/443makesuretoforwardthose.

Firewallchecker
Afterconfiguringyourfirewall,runthe3CXfirewallcheckertoensurethatconfigurationiscorrect.
Moreinformationcanbefoundhere:
http://www.3cx.com/blog/docs/firewallchecker/

ExampleFirewallConfigurations
Thefollowingarelinkstoexampleconfigurationsforpopularfirewalls:
ConfiguringaSonicwallFirewallfor3CXPhoneSystem
ConfiguringaDraytek2820Routerfor3CXwithQoSconfiguration
ConfiguringaZyxelP662HD1Routerwith3CXPhoneSystem
ConfiguringAVMFritzBoxasaFirewallwith3CXPhoneSystem
ConfiguringaCISCOroutertoallowconnectiontoaVOIPprovider
ConfiguringLinksysrouterfor3CXPhoneSystem
ConfiguringFortiGate80Cfor3CXPhoneSystem
ConfiguringaWatchGuardXTMFirewallfor3CXPhoneSystem
ConfiguringapfSenseFirewallfor3CXPhoneSystem
ConfiguringaKerioControlAppliancefor3CXPhoneSystem
ConfiguringaTechniColorRouterfor3CXPhoneSystem

3CXTunnel/3CXSessionBorderController

Introduction
3CX includes the 3CX Tunnel to allow for easier bridging of remote 3CX Phone Systems and
connectingof remote extensions. The 3CX Tunnel combines allSIP(signaling)andRTP(media)
VoIP Packets from one locationanddeliversthemtoandfromanotherlocation(typicallythePBX
Server) using a custom TCP protocol. This simple concept allows 3CX to overcome firewall or
telecomproviderissues.The3CXTunnelcanbeusedforthefollowingreasons:

ResolveissuesofNATTraversalatboththeremoteandthePBXlocation.
SimplifyFirewallconfigurationatboththeremoteandthePBXlocation.
OvercomedifficultieswithISPsthatblockVoIPTrafficbasedonportnumbers.
AllowsVoIPoverWiFiinsomerestrictedlocations,suchasHotelrooms.
Fixes Firewalls that cannot handle VoIP traffic correctly or which areveryproblematicto
configurecorrectly,suchas:
MicrosoftISAServer

Note: Presence information does not get carried through the Tunnelto the remotenetworkasof
yet. Make sure that the HTTP/HTTPS ports you have chosen during theinstallationareopenthe
PBXserverside.

HowitWorks

The3CXTunnel

The image above demonstrates how the 3CX Tunnel works. In this example, the 3CX Phone
System is on IP Address 10.0.0.181, and listens on TCP port 5090 (by default) for incoming
Tunnel traffic. We must set up a single Port Forwarding rule on the Modem or NAT/Firewall
Device, telling it that all incomingTCPtrafficreceivedonport5090shouldbedeliveredtoLANIP
Address10.0.0.181.

Theremote setupisshownonthelefthandsideofthecloud.Inthisexample,themachine withIP

address 192.168.0.2 has 3CXPhone installed. We will need to tell the VoIP Phone the public IP
address of thePBXServer(whichinthiscaseis213.165.190.51),andalsotheprivateIPaddress
of the PBX Server(which inthis caseis 10.0.0.181). Since the 3CXPhonewillbydefaultusethe
standard port numbers used by 3CX Phone System, typically no further configuration will be
necessary!

ConfiguringtheTunnel
WewillusetheaboveexampleinHowthe3CXTunnelWorkstoconfigureatunnelconnection.

Step1ConfigurethePBX
Inthe3CXManagementConsole,gotothe
Settings>Network>3CXTunnel
tab.

1. ConfiguretheTunnelPassword(e.g.r6W4Qi)
2. Set the Local IP to the Local IP Address of the NIC, which will be receiving tunnel
connections. If the PBX has only one NIC, then there will be no need toset this field. In
ourexamplethisis192.168.9.213.
3. Set the Tunnel Listening Port to the port, which will be receiving tunnel connections. The
defaultvalueis5090.
4. Click
OK
.TheTunnelservicewillberestartedautomatically.

Step2ConfiguretheFirewall
The Tunnel protocol is designed to eliminate NAT traversal problems and reduce Firewall
configuration workto a minimum. Thereis only one Firewall setting that needs to be made we
mustforwardtheTCPTunnelport(setbydefaultto5090)tothePBX.

ConfiguringaPortForwardRuleinpfSense

The above picture shows configuration for a pfSense firewall most firewalls will provide similar
functionality.Inyourfirewall:

1. EnablePortForwarding.
2. SpecifythePBXsLocalIPAddress(whichwehadsetpreviouslyto192.168.9.213)
3. SettheTypetoTCP.
4. SetthePortRangetobefrom5090to5090(onlyoneport).
5. SettheCommentfieldto3CXTunnel.
6. Click on the Add button followed by theApplybutton. Yourfirewallconfigurationisnow
done!

Step3ConfiguringRemote3CXPhones,Bridgesand3CXSBC
After you haveconfiguredthelocaltunnelconnectionandthefirewall,thetunnelisnowreadyfor
use.The3CXTunneltechnologycanbeusedinthefollowingscenarios:

ConnectRemote3CXPhoneUsers
3CXPhone for Windows, Mac and Android have a built in tunnel that will beused automatically
when3CXPhonedetectsitisnotontheLAN.Noconfigurationisnecessaryin3CXPhone.
In thecaseof3CXPhoneforiPhone,theTunnelappmustbedownloadedasa separateappfrom
theAppleAppStore,asitsnotallowedtointegratethefeaturedirectlyinto3CXPhone foriPhone.
In this case the user must switch on the 3CX Tunnel App when placing calls. For further

information about 3CX Tunnel options in 3CXPhone, see the chapter

Configuring the 3CX
PhoneSystemClients3CXPhone
.

Connect3CXPhoneSystemsviaaBridge
When creating a Bridge to another 3CX Phone System, you can choose touse the 3CX Tunnel
rather than a direct connection. To configure a Bridge using the 3CX Tunnel, see the Chapter
Connecting3CXBridges
.

InstallingandConfiguring3CXSessionBorderControllerforWindows
The 3CX SBCisdeployedtoremoteofficeswheretherearemorethan2or3IPPhones,todirect
theirsignalingandmediastreamsthroughthe3CXTunnel.Toinstallandconfigurethe3CXSBC:
1. Downloadthe3CXSBCforWindows.

2. You will be asked whether3CXPhoneSystemisinstalleddirectly ontheinternet(withthe

local interface being a publicIP Address) or behind a NAT (where the local interface is a
localIPAddress).Choosetheappropriateoption.

3. Configure3CXSBC:

PublicIPaddressorFQDN
ofthe3CXPhoneSystemServer.
InternalIPaddress
ofthe3CXPhoneSystemServer.
3CXPhoneSystemSIPPort:
Default5060.
3CXTunnelPort:
Default5090.
Enteraname
forthisconnection.
Enter the 3CX Tunnel Password. The password can be found in the
"3CX
Management Console" > "Settings" > "Network" > "3CX Tunnel" tab >
"TunnelPassword"field.
4. Click
"Next"
.Theinstallationwillproceedandthe3CXSBCservicewillstart.

Installing3CXSessionBorderControllerforRaspberryPi
Installing 3CX SBC forRaspberryPicomeswithsome
significantbenefits
.Readourdetailedstep
bystepinstructionsonhowtoinstallandconfigure3CXSBCforRaspberryPihere:
http://www.3cx.com/blog/voiphowto/installconfigure3cxsbc/