1.Introduction

With 3CX Call Router it is simple to route inbound calls based on Caller ID.  This tool allows you to identify a caller based on any number of digits (not just area code) and route to a selected extension.  Further, you can optionally choose to route to different locations based on time of day.

For example, do you need to route sales calls based on geographical region to the correct salesperson?  Do you want a customer to always be routed to the same agent?  You can do that.  Need to route these calls to a different location outside of office hours?  You can do that too.  It’s all easily managed with a secured web portal using 3CX Call Router.

 

2.Prerequisites

Before installing ‘3CX Call Router’, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX Version V16 and V18

2. Windows 10 or above / Windows Server 2012 or above

3. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)

4. Microsoft Internet Information Server (IIS) 7.0 or above

5. .Net 4.7.2 or above

• 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 Router’ on-line at https://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 Router’. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Call Router

Run the setup program named 3CXCallRouterInstaller.exe and then follow the instructions as mentioned in the manual.


Register your License Key

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

To achieve efficient results of call routing feature in ‘3CX Call Router’, you should install ‘3CX Exporter’ as well.

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 Router’.  

You can locate 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:  Install Prerequisites

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Call Router’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1). Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.


Figure 1: Prerequisites Setup Wizard

2). In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.


Figure 2: Select Prerequisites to Install

3). The installer will download and install the selected applications.


Figure 3: Prerequisites Installation in progress

4). If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.


Figure 4: SQL Server Express: Accept License Terms

5). In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.


Figure 5: SQL Server Express: Target Location

6. Once the prerequisites are installed successfully, click Close.


Figure 6: SQL Server Express: Installed Successfully

7. Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next


Figure 7: Microsoft SQL Server Management Studio: Installation in progress

8. In the confirmation message box, click Yes to reboot the computer.


Figure 8: SQL Server Express: Reboot your computer

Step 3: Start the installation process

1). After all the prerequisites are installed, the 3CX Call Router Setup Wizard appears. Click Next to Continue.


Figure 9: 3CX Call Router Setup Wizard

2). On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Call Router’ will be installed. Note that you cannot change the path.


Figure 10: Installation Folder Location

3). Click Next to continue.

Step 4: Test Relay Settings

1). In the 3CX Relay Services window, in the Relay Host field, enter the IP address or FQDN of your 3CX server.


Figure 11: Test VoIPTools 3CX Relay settings

2). To maximize security, we strongly urge you to configure the Relay and 3CX Call Router to use of https (TLS encryption).  To use TLS security, ensure the Relay Port is set to 8801 and the Protocol to HTTPS.  However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.


Figure 12: Relay Protocol

3). Click Test Relay Settings to confirm ‘3CX Call Router’ can communicate with the Relay services running on the 3CX server.

If the test was unsuccessful: 

(1) confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
(2) confirm that you have entered the correct IP address / FQDN for the 3CX server.
(3) confirm that 3CX Call Router and the Relay are using the same port and protocol.

4). If the ‘3CX Call Router’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.


Figure 13: Success message box

5). Click Next to continue with the installation.

Step 5: Configure the database

When configuring 3CX Call Router, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server (How-to configure SQL Server to permit remote connections), or a local instance running on the VoIPTools server.

1). On the SQL Database window, in the Server field, select the desired instance of SQL Server

We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.


Figure 14: SQL Authentication

2). To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.

3). In the Username and Password fields, enter valid SQL login account credentials


Figure 15: Configure Database

4). To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.

5). In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Call Router, select the existing database name from the list.

6). Click the Test Sql Connection button to confirm connectivity to SQL Server and then click Next to continue.


Figure 16: Test SQL Connection

Step 6: Installing 3CX Call Router

1). In the Ready to Install window, click Install to start the installation of the ‘3CX Call Router’.


Figure 17: Install 3CX Call Router

2). The application installation progresses.


Figure 18: Installation of ‘3CX Call Router’ in Progress

3). Once the installation is complete, check Launch 3CX Call Router check box and then click Finish. The 3CX Call Router configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Call Router check box and then click Finish


Figure 19: Installation Complete

5.Web Portal

To access the ‘3CX Call Router’ web portal, click on the desktop icon that was created during the installation process (‘3CX Call Router’ 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.

4. If an upgraded version of the application is available in VoIPTools website when compared to that installed in your system then the login page displays both the build versions as Latest and Installed respectively, and also gives you a provision to download the latest version from the VoIPTools website.


Figure 11: Installed and Latest Version Details

5. Click Download and in the A new version is available dialog box, click Download.


Figure 12: Download Latest Version

4. If the installed version in your system is same as that of the latest build available in VoIPTools website, then the login page displays as Up to Date.


Figure 13: Installed and Latest Versions – Up to Date

5.1.License Screen

Registration is required to authorize your license key. 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, and reminders if your key is reaching the renewal date.

1. In the License screen and in the License Key field, enter the valid license key.

2. Enter appropriate details in all the other fields of the page.

3. Click Register.


Figure 14: Register Software

The license key permits you to install this software on one computer. This is not free software.

5.2.CFD Screen

The CFD Screen enables you to create new CFDs and define routings in the system based on ‘Time Restriction’ and ‘Lookback Time’.

The CFD is activated when published.


Figure 15: CFD Screen

Title The title of the CFD
CFD The extension number to which the caller makes the call
Default Route The extension to which the calls must be routed  based on the conditions mentioned below:

• In Route Screen, the ‘Caller ID’ and ‘Extension’ is null for a CFD
• In CFD Screen:

— The Time Restriction is not enabled
— The Time Restriction is enabled and the current call time is within the ‘Time Restriction’ and ‘Look Back’ time frame limits
— The Time Restriction is enabled but the current call time is out of ‘Time Restriction’ time frame limit
Voicemail Extension The extension to which the calls must be routed  based on the conditions mentioned below:

• In Route Screen, the Caller ID and Extension is null for a CFD
• In CFD Screen, The Time Restriction is enabled and the current call time is within the ‘Time Restriction’ limits but not within the ‘Look Back’ time frame
Restriction Start Time It is the defined timing of the day that restricts the routing of the call to either Default extension or Voicemail extension
Time Restriction Check the check box to enable Time Restriction feature
Lookback Time It is the time frame since the last specified hours during which the current call has been made, or not
Publish Activating a CFD

5.2.1. Add/ Delete CFD

1. In the CFD screen, and on the left hand side of the column header, click the Add button


Figure 16: Add New CFD

2. In the new record, enter valid and appropriate data in all the fields.

3. To enable Time Restriction for a call, check the Time Restriction check box.

4. To activate the CFD, in the Publish column, click Publish hyperlink associated to respective CFD and in the Information message box, click OK.


Figure 17: Information message box – Published Successfully

5. To save the CFD, at the footer of the Routing CFD Maintenance page, click Save or click Cancel Changes to cancel the changes you have made to the CFD.

6. To delete an existing CFD, click Delete button associated to respective CFD and in the Delete Confirmation message box, click OK.


Figure 18: Delete Confirmation message box

5.3.Route Screen

The Route Screen enables you to perform route maintenance. The ‘3CX Call Router’ will route an incoming call to either Extension Number mentioned in Route Screen or to Default Route or Voicemail Extension mentioned in CFD Screen based on the conditions mentioned below:

The CFD dropdown list in the Route screen displays only published CFDs.


Figure 19: Route Screen

CFD Published CFD in the CFD screen
Caller ID Specific extension from which you want to make the call
Extension Specific extension to which you want to get the call

5.4.Logs Screen

The Logs screen generates time-stamped events of all the call transactions automatically. From here, you can view the time at which specific call has been performed, caller number, the CFD extension to which the call has been made, and the extension number to which the call has been routed.


Figure 20: Logs Screen

6.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 and we now offer 24/7, 365 days a year.

• 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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