3CX Custom Presence Status V16 User Guide

1.Introduction

Presence Statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. 3CX only offers 5 built-in Presence Statuses. If more custom statuses are needed, a custom solution is required. Unfortunately, 3CX does not provide an API to add additional status. Nevertheless, we can provide custom status codes with some limitations. To offer custom status codes, we will need to provide a new user interface separate from 3CX. You can have as many custom statuses as you want, but they all have to map back to one of the 5 statuses built into 3CX. Only 3CX Admins can create or rename custom statuses.

2.Prerequisites

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

• 3CX Version: V16 and V18

• Windows 10 or above / Windows Server 2012 or above (64 bit)

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

• Microsoft .Net 4.7.2

• VoIPTools’ 3CX Relay Service installed on the 3CX server

Microsoft Internet Information Server (IIS) 7.0 or above

• Install .NET Core SDK. For this, go to the link https://www.microsoft.com/net/download.  From the Windows section, under .NET Core, select Download .NET Core SDK.  Install the software on your VoIPTools server.

  • Installation on a domain controller may require additional assistance
  • 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 Custom Presence Status’ 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 Custom Presence Status’. At the time of installation, the installer checks if some of the prerequisites are available in the system or not. Incase if specific prerequisite is not available or is available in older/unsupported version, the installer installs the respective prerequisite. These prerequisites include .Net Framework, Microsoft SQL Server and SQL Server Management Studio.


Install ‘3CX Custom Presence Status’

This User Guide contains step-by-step instructions to successfully install ‘3CX Custom Presence Status’.  Begin by clicking on the application icon that was created at the time of downloading the software and the installation wizard opens.


Register your License Key

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

3.1.Step By Step Installation Procedure

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

Step 1:  Download ‘3CX Custom Presence’ 

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 Custom Presence’. 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 Custom Presence Setup Wizard appears. Click Next to Continue.


Figure 9: 3CX Custom Presence Status Setup Wizard

2). On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Custom Presence’ 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 Custom Presence 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 Custom Presence’ 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 Custom Presence and the Relay are using the same port and protocol.

4). If the ‘3CX Custom Presence’ 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 Custom Presence, 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 Custom Presence, 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.

Step 6: Installing 3CX Custom Presence

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


Figure 16: Install 3CX Custom Presence Status

2). The application installation progresses.


Figure 17: Installation of ‘3CX Custom Presence Status’ in Progress

3). Once the installation is complete, click Finish.


Figure 18: Installation Complete

4.Web Portal

To access the ‘3CX Custom Presence Status’ 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 Custom Presence Status’ 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 19: 3CX Custom Presence Status Login

4.1.License

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. In the License screen, enter your registration information in all the fields (Note the red dot denotes a required field).

2. Click Register.


Figure 20: Register Software

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

4.2.Status Mapping

3CX only offers 5 built-in Presence Statuses. You can have as many custom statuses as you want, but they all have to map back to one of the 5 statuses built into 3CX. Only 3CX Admins/Managers can access ‘Status Mapping’ screen to create or rename custom statuses.


Figure 21: Status Mapping

Only ‘Active’ Custom Statuses will appear in the ‘My Status’ grid of the ‘Wallboard’ page.

4.3.Wallboard

The Wallboard screen is a custom web page that makes it possible for your staff to see the custom status of their colleagues. Only 3CX managers can view these wallboards.

The ‘My Status’ grid is used by agents to set their current presence status. This grid will display all 3CX built-in statuses and any custom statuses.


Figure 22: Wallboard screen: When logged-in as Manager

As a ‘Manager’, you can access all screens while as a ‘User’ you can view and access only Wallboard page.

Figure 23: Wallboard screen: When logged-in as User

4.3.1. Select ‘Extension Group Name’

Based on the selected ‘Extension Group Name’, the ‘Team Status’ grid shows a list of associated 3CX extensions and their current status.


Figure 24: Wallboard screen: Extension Group Name

4.3.2. Add/Update Agent
Check ‘Add/Update Agents from 3CX’ so that the Wallboard screen displays list of all the agents from 3CX.

4.4.Status Report

Extensions with ‘Manager’ rights can access reports. The reports specify how much time each agent spent on a particular status.


Figure 25: Status Report

Group By Column

By default, the report data is grouped by Extension. However, you can group by other columns by simply dragging and dropping them in the space above column header.

Export Report Data

1. In the Report Start Time and Report End Time fields, enter the date range and then click Filter.

2. Once the Status Report page displays data as per the selected date range, click the desired export button to export the report data in the respective format.


Figure 26: Export Report Data

4.5.Site Settings

Site Settings enable you to customize branding settings for the application that include the following:

1. Customize the gradient color of ‘Application Header’

2. Customize grid color in screens that display grid data

3. Customize logo on the ‘Application Header’

4. Customize ‘Header Title Prefix’ on the ‘Application Header’


Figure 27: Site Settings Screen

Custom Brand Settings

1. In the Custom Branding Settings form, perform the following Brand Setting Customizations:

a. Customize Application Title Header – Gradient Color

i. Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.


Figure 28: Header Gradient Color: Top Color Palette

ii. From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top Color.

b. Customize Grid Color

i. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.


Figure 29: Grid Color

ii. The final display after applying ‘Grid Color’ branding settings:


Figure 30: Display of Customized Grid Color

c. Customize Logo

i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo drop down list.

ii. From the Custom Logo drop down list, select the logo that you have just uploaded.


Figure 31: Custom Logo

d. Customize ‘Header Title Prefix’ Text

i. In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.


Figure 32: Custom Header Title Prefix

2. Once you perform desired customizations, click Apply.


Figure 33: Display of Customized Brand Settings

5.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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