3CX Call Counter User Guide

1.Introduction

If you are worried about running out of simultaneous calls, there really isn’t a good way in 3CX to monitor your usage. With 3CX Call Counter, you can monitor your call volume in real-time. You don’t have to guess what your peak usage is; now you can see call levels at any time.

1.1. Why Call Counter?

Being able to see utilization trends helps you plan for upgrades as your business grows. Recognizing peak seasonal or hourly utilization trends also allows you to plan staffing levels to ensure you have adequate coverage.

With 3CX Call Counter, you can monitor your simultaneous calls in real-time, and you can set warning thresholds to ensure you are notified by email when 3CX is approaching your maximum permitted simultaneous calls. It’s always better to get a warning that your call activity is approaching your simultaneous call limit, rather than waiting until there is a problem.

1.2. What Does It Do?

3CX Call Counter enables you to:

• Display current simultaneous calls in real-time

• Graph utilization by Year, Month, Week, Day, Hour

• Set threshold for email notification

• Log usage for reporting

2.Prerequisites

1. Before installing 3CX Call Counter, you need to ensure that your computer meets the minimum requirements mentioned below:

a). Install Windows Server 2012 R2 (or above)
b). Disable Firewall
c). ASP.Net 4.5 (or above)
d). Install Microsoft .Net 4.6.2 (or above)
e). Install Desktop Experience
f). Install IIS

• Security

— Basic Authentication

• Application Development

— .Net Extensibility 4.5 (or above)
— ASP .Net 4.6 (or above)

g). Install SQL Server 2014 (or above)

i. Enable both Windows AND SQL Authentication
ii. Install SQL Server Management Studio
iii. Enable TCP Client Protocols for SQL Server
iv. Enable SQL Browser Service
v. Be sure to open SQL Management Studio and login

h). Install 3CX version 15.5

• Install all available service packs

i). VoIPTools Relay Agent installed on the 3CX server (free)
j). Turn off IE Enhanced Security
k). Install all Windows Updates

• This may require multiple iterations and reboots

2. IIS requires specific features to be installed. Since it uses an event broadcaster, there should be a name resolution between the two computers running 3CX and Call Counter, or you should edit the hosts file.

i. In order to host application (local) using relay with different IP address (server), we need to add local IP address in server host file
Here is an example to find the host file path:
“C:WindowsSystem32driversetchosts”.

ii. Add your IP address (where 3CX Call Counter product is installed) in 3CX server installed system (server).

iii. Add IP address and Computer name

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

3.Installation


Download software

You can order 3CX Call Counter on-line at http://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.

 


Install Prerequisites

There are a number of prerequisites that must be installed prior to installing 3CX Call Counter. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Call Counter

This User Guide contains step-by-step instructions to successfully install 3CX Call Counter. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named CallCounterInstaller.exe


Register your License Key

You must register your license key to activate 3CX Call Counter. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

4.Step By Step Installation Procedure

The following section guides you through a detailed walk-through of the installation process.

Step 1:  Download 3CX Call Counter

You can check for the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

Step 2:  Extract the installer from the downloaded .zip file

The file you downloaded in the above step is a compressed .zip file.

1. Position the mouse on the zip file and right-click.

2. From the popup menu, select Extract All to extract the software

Step 3: Start the installation process

1. From the extracted folder, find the file CallCounterInstaller.exe

2. Double-click the file to start the VoIPTools Setup Wizard.

3. Click Next to continue.


Figure 1: Setup Wizard

Step 4: Download the VoIPTools 3CX Relay (if required)

3CX permits one 3rd party application to communicate with the 3CX server at a time.  To overcome this limitation, VoIPTools created the 3CX Relay Service.  The Relay is a lightweight application that is installed directly on the 3CX server.  The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between VoIPTools products and 3CX.  The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet).

1. If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server.

2. If you are installing 3CX Call Counter directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions.

If you have already installed the Relay, you need not install it again unless a newer version is required.

Step 5: Test Relay Settings

1. In the Relay Services Host field, enter “localhost” if installing 3CX Call Counter on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server.

2. In the Relay Services Port field, enter the value as 8700


The default port number is 8700.

3. Click Test Relay Settings to confirm 3CX Call Counter can communicate with the Relay services running on the 3CX server.


Figure 2: Test VoIPTools 3CX Relay settings

4. Click Next to continue the installation.

Step 6: Configure the database
If this is your first install then, select a valid SQL server and if you are reinstalling then select the existing database.

1. When prompted for the database connection information, click Configure.


Figure 3: Configure Database

2. In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is SQLExpress.

  • If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
  • If SQL Server is installed on a server other than the server where 3CX Call Counter is installed, you will need to configure SQL Server to allow remote connections


Figure 4: Connection Properties

3. Enter the login credentials.

a. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as “VoIPToys” and will give sufficient rights to this user to create / update the SQL database.


Figure 5: Windows Authentication

b. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down.


Figure 6: SQL Server Authentication

The first time you install 3CX Call Counter, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX Call Counter from a previous version, select the existing database from the list.

4. Click Test Connection button to confirm you can connect to SQL

5. Click OK to close the test results dialog

6. Click Next to continue the installation


Figure 7: Configure Database

7. The installation continues.


Figure 8: Installation in progress

Step 7: Run the Application

Once the installation is complete, click Run Application


Figure 9: Run Application

5.3CX Call Counter Configuration Screen

The 3CX Call Counter configuration screen enables you to configure the Hub URL and register software.

5.1. Register Software (Licensing tab)

Registration is required to authorize your software. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates.

1. On the 3CX Call Counter configuration screen, in the Licensing tab, enter your registration information in all the fields (Note the red dot denotes a required field).

2. Click Register.


Figure 10: Register Software

The license key permits you to install the software on one computer.

5.2. Configure Hub URL

1. In the Settings tab, enter the Hub URL (in most cases the default value should work)

2. Click Save

3. In the Settings Saved confirmation message box, click OK


Figure 11: 3CX Call Counter Hub URL

6.Web Portal

To access the ‘3CX Call Counter’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX Call Counter’ Web).

When connecting to the web portal, you will be asked to provide login credentials.

1. In the Extension field, enter your 3CX extension number.

2. In the PIN field, enter your 3CX Voicemail PIN.

3. Click Login button to login to your account.


Figure 12: 3CX Call Counter Web Portal Login

• Hide/ Show Header

If you want to resize your browser to appear smaller on your screen, then you may want to eliminate unnecessary screen objects. This can be possible by hiding the title header.

1. On the left hand side of the title bar, next to the title, “Call Counter”, click Arrow button. The header hides.


Figure 13: 3CX Call Counter – Browser Resized – Hide Header

2. On the left top corner of the screen, click Arrow button. The header appears again.


Figure 14: 3CX Call Counter – Browser Resized – Show Header

6.1.Settings Screen

The Settings screen enables you to configure display settings, email notifications, view history of all the call logs and, start or stop services.


Figure 15: Settings screen

6.1.1. Display

The Display tab enables you to display the call count either in terms of In Use calls (running calls) or Remaining calls (number of simultaneous calls not in use).

1. On the Settings menu, click Display.

2. In the Display tab, under Display Call Count based on setting, select:

i. In Use if you want to display the call count of active calls.

ii. Remaining if you want to display the number of simultaneous calls available.

3. In the Maximum Calls box, enter the number of simultaneous calls permitted by your 3CX license.

4. From the Culture dropdown list box, select the language to control the display of data for the complete 3CX Call Counter web portal.

The default ‘Culture’ is English.

5. Under the Counter Font Settings section, in the Size field, use up or down arrows to selected the desired font size (pixels).

6. Check Bold if you want to bold the font.

7. From the Color dropdown, select the desired font color.

8. Click Save.


Figure 16: Display Settings

6.1.2. Email

The Email tab enables you to configure email notifications to the listed email addresses when the maximum simultaneous calls limit is reached.

You can also configure the Maximum Simultaneous Calls threshold so that when the call count exceeds the set limit, the color of the real-time call counter number (on the home screen) changes to red, and a notification will be sent to all the listed email addresses.


Figure 17: Email Notifications

• Configure Email Notifications

1. On the Settings screen, click Email .

2. Check the Enable Notifications checkbox if you want to enable email notifications.

• Add Email Address

1. To define who should receive notifications, on the left of Email Address column header, click Add button and add email addresses. The grid supports batch edit which enables you can add or delete or edit multiple addresses before you save update them.

2. In the Email Address field, enter the email address where notifications should be sent.

3. Click Save changes to save the email address to the grid.

• Update Email Address

1. From the Email Address list, select and edit the desired email address that you want to edit.

2. Click Save changes to save the updated email address to the list.

• Delete Email Address

1. In the Email Address list, look for the email address that you want to delete.

2. Beside the desired email address, click Delete button.

3. To save your changes, press the Save Changes button

• Email Notification Settings

1. In the Email if within _ of Max Simultaneous Calls field, enter when notifications should be sent based on how many available simultaneous calls remain (threshold warning). When the number of simultaneous calls reaches this limit, an email notification will be sent to the configured email addresses, and the current call count display color (on the Home screen) will change to red.

2. In the Mail Server text field, enter the mail server name from which you want to send the notifications.

3. In the Port field, enter the port number of the mail server.

4. In the Reply Address field, enter the email address from which the notifications will be sent.

5. In the User and Password fields, enter the login credentials of the email account from which you want to send the notifications (if required by your mail server).

6. If you want to reveal the password, click the More button; and to conceal it, click the same button once again.

7. To test your email settings, you can send a sample email notification to the configured email addresses by clicking on the Test button.

8. Click Save to save all the email server and notification threshold settings.

6.1.3. Logs

The Logs tab enables you to view the history of all the call count logs. The information includes date, time and respective call count at that point of time.


Figure 18: Call Count logs

• View logs for specific Call Date

1. In the Call Date header field, type the date or click button to open the calendar.

2. Select the date for which you want to view the logs.

3. If you want to filter using advanced filtering options, click button and select appropriate filtering option to filter and display the records accordingly.


Figure 19: Advanced filtering options

• View logs for specific Call Count

1. In the Call Count header field, type the call count number to display the records accordingly.

2. If you want to filter using advanced filtering options, click button and select appropriate filtering option to filter and display the records accordingly.

6.1.4. Service

The Service screen enables you to start or stop a service.


Figure 20: Start/ Stop Service

• Start/ Stop: A Windows Service (3CX Call Counter) runs in the background monitoring for active calls. You can monitor the status of this service here (Running, Stopped, Unknown)

• Refresh: The ‘Refresh’ link will update the status if changes to the service status were made directly in the Windows Service Snap-in.

• Service Name: The name of the Windows Service that runs in the background monitoring for completed calls.

If the service status is “Unknown”, this is typically caused by the 3CX Call Counter IIS Application Pool user having insufficient rights.

6.2.Home

• 3CX Call Counter can display the current call count in two ways, either the total number of simultaneous calls In Use, or the number of available simultaneous calls Remaining.

• If the Display Call Count setting is In Use, then the Call Count displays the number of active simultaneous calls currently in use. The value raises or drops based on the ongoing activity.


Figure 21: Call Count – Display Settings: In Use, Max extensions used for the day: 2

• If the Display Call Count setting is Remaining, then the Call Count displays number of simultaneous calls remaining (available). The value raises or drops based on the ongoing activity.

• At the bottom of the screen, the Max value represents the maximum number of simultaneous calls reached while 3CX Call Counter has been running.

• If the current Call Count reaches the threshold you set for the maximum permitted simultaneous calls (Email if within __ of Max Simultaneous Calls setting configured in Email settings), the color of the call count will change to red.


Figure 22: Display Call Count Setting: ‘In Use’, Max Simultaneous Calls limit: 12, Max extensions used for the day: 12

• When the warning threshold is reached, the notification emails will be sent to the email addresses that you added in Email settings.

6.2.1. Display Call Count: In Use

In the Display settings, if you have set the Display Call Count to In Use, on the Home screen, the Call Count displays the number simultaneous calls currently in use. The value raises or drops as the number of calls increase or decrease.

Examples – Display Call Count based on: In Use, Max 3CX Simultaneous Calls: 16

Imagine a scenario where you have configured Display settings as:

• Display Call Count based on– In Use

• 3CX Simultaneous Call License – Maximum Calls: 16

You may look at the scenarios mentioned below for a better understanding:

• Scenario-1: Before 1st Call

Figure 23: No Active Calls, Display Call Count setting: ‘In Use’, Max calls used: 0

• Scenario-2: During 1st Call, 1 Active Call running, Max calls used: 1

Figure 24: 1 Active Call, Display Call Count setting: ‘In Use’, Max calls used: 1

• Scenario-3: During 2nd Call, 2 Active Calls running, Max calls used: 2

Figure 25: 2 Active Calls, Display Call Count setting: ‘In Use’, Max calls used: 2

6.2.2. Display Call Count: Remaining

In the Display settings, if you have set Display Call Count to Remaining, on the Home screen, the Call Count displays the number of simultaneous calls currently NOT in use. The value raises or drops as the number of calls increase or decrease.

Examples – Display Call Count based on: Remaining, Max 3CX Simultaneous Calls: 16

Imagine a scenario where you have configured Display settings as:

• Display Call Count based on– Remaining

• 3CX Simultaneous Call License – Maximum Calls: 16

You may look at the scenarios mentioned below for a better understanding:

• Scenario-1: Before 1st Call, Remaining Simultaneous Calls: 16, Max calls used: 0

Figure 26: 16 Simultaneous Calls Remaining (NOT in use), Display Call Count setting: ‘Remaining’, Max calls used: 0

• Scenario-2: 1 Active Call running, Remaining Simultaneous calls: 15, Max calls used: 1

Figure 27: 15 Simultaneous Calls Remaining (NOT in use), Display Call Count setting: ‘Remaining’, Max calls used: 1

• Scenario-3: 2 Active Calls running, Remaining Simultaneous calls: 14, Max calls used: 2

Figure 28: 14 Simultaneous Calls Remaining (NOT in use), Display Call Count setting: ‘Remaining’, Max calls used: 2

6.3.Chart

The Chart screen enables you to view a bar chart showing the maximum number of simultaneous calls in use by time (Hour/ Day/ Week/ Month/ Year).


Figure 29: Chart screen

• In the Chart Settings box, you can select the desired Chart Period.

• The Start time options change based on the selected Chart Period.


Figure 30: Chart Settings

6.3.1. Chart Period-Year

1. On the Chart screen, in the Chart Settings box, click on the Chart Period drop down.

2. Select the Year option to display the simultaneous call usage for each month of the year.

3. From the Start Year drop down, select the year to display on the chart.

4. Click Update.


Figure 31: Chart Period – Year

6.3.2. Chart Period-Month

1. On the Chart screen, in the Chart Settings box, click on the Chart Period drop down.

2. Select the Month option to display the simultaneous call usage for each day of the month.

3. From the Start Month calendar, select the month to display on the chart.

4. Click Update.


Figure 32: Chart Period – Month

6.3.3. Chart Period-Week

1. On the Chart screen, in the Chart Settings box, click on the Chart Period drop down.

2. Select the Week option to display the simultaneous call usage for each day of the week.

3. From the Start Day calendar, select the start day of the week to display in the chart.

4. Click Update.


Figure 33: Chart Period – Week

6.3.4. Chart Period-Day

1. On the Chart screen, in the Chart Settings box, click on the Chart Period drop down.

2. Select the Day option to display the simultaneous call usage for each hour of the day.

3. From the Start Day calendar, select day to display in the chart.

4. Click Update.


Figure 34: Chart Period – Day

6.3.5. Chart Period-Hour

1. On the Chart screen, in the Chart Settings box, click on the Chart Period drop down.

2. Select the Hour option to display the simultaneous call usage for each minute of the hour.

3. From the Start Day calendar, select the day and hour to display in the chart.

4. From the Start Hour drop down, select the hour of the day for which you want to view the chart.

5. Click Update.


Figure 35: Chart Period – Hour

7.Support

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

• Support Hours (USA and India)

Our team is ready to assist you with answers to your technical questions, during normal business hours, which is Monday through Friday, 8:00 AM to 6:00 PM (Central Standard Time), and 8:00 AM to 12:00 AM (Indian Standard Time).

• Windows Event Log (Applications and Services ? VoIPTools)

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

• Forums

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

• Submit a Bug

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

• Live Chat

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

• Email

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

• Phone

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

• Support Services

Free Support:

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support:

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.

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