3CX Monitor User Guide

1.Introduction

3CX Monitor is a perfect diagnostic tool for monitoring call progress from “dialing” to “disconnect”. With this tool you can see all the events of a call. You can follow the path the call took, and see a complete list of attributes.

1.1. Why 3CX Monitor?

3CX Monitor was originally designed as a programmer’s tool for monitoring call progress from “dialing” to “disconnect”. We have found, however, that it’s also one of the great diagnostic tools for monitoring the legs of a call to troubleshoot call routing issues.

If you need to know how a call ended up at a particular extension, 3CX Monitor can help. If you need to know how long a call rang at each leg of the call, this is the best tool for the job. With this tool you can see all the legs of the call and all attributes of a call. It is great for CRM integration projects.

2.Prerequisites

Before installing 3CX Monitor, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX Version 16

2. Microsoft SQL Server 2008 Express and above (including free express edition)

3. Internet Information Server (IIS) 7.0 and above

4. .Net 4.5 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 Monitor 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 Monitor. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Monitor

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


Register your License Key

You must register your license key to activate 3CX Monitor. 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 Monitor’

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 3CXMonitorInstaller.exe

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

3. Click Next to continue.


Figure 1: VoIPTools 3CX Monitor 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 Monitor 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 3CX Server Platform drop down, select Windows for old Relay or Linux for new Relay based on the 3CX version of your application.


Figure 2: Test VoIPTools 3CX Relay settings


If you choose ‘3CX Server Platform’ as ‘Windows’ then ‘3CX Monitor’ will communicate with old Relay Service, and if you choose ‘Linux’ then it will communicate with new Relay Service.

2. In the Relay Services Host field, enter “localhost” if installing ‘3CX Monitor’ on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server.

3. In the Relay Services Port field, enter the value as 8700 for Windows or 8800 for Linux.


Figure 3: Relay Services Port


The ‘3CX Monitor’ will take default port as 8700 for Windows and 8800 for Linux. If the default port number doesn’t appear automatically, you can manually enter the respective default port number.

4. Click Test Relay Settings to confirm ‘3CX Monitor’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Monitor’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK.


Figure 4: Success message box

6. 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 5: 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. DO NOT use “local host” or “(local)” for the server name.

• 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 Monitor is installed, you will need to configure SQL Server to allow remote connections.


Figure 6: 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.

If SQL Server is installed on a server other than the server where 3CX Monitor is installed, you will need to configure SQL Server to allow remote connections.


Figure 7: 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 8: SQL Server Authentication

The first time you install 3CX Monitor, 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 Monitor from a previous version, select the existing database from the list.

4. Click the Test Connection button to confirm connectivity to SQL Server.

5. Click OK toclose the test results dialog.

6. Click Next to continue the installation.


Figure 9: Configure Database

7. When the software installation is complete, click Run Application.

Figure 10: Run Application

5.3CX Monitor Setup

The configuration screen enables you to register software, configure ‘Recording Path’ for storing the recording files, configure ‘Default Time Zone’, start/ stop the ‘3CX Monitor’ service and connect to the 3CX Monitor web portal.

Start/ Stop Service

1. At the footer of the 3CX Monitor Setup configuration screen, click Start button to start the ‘3CX Monitor’ service.

2. Click Stop to stop the service.

You can monitor the status of ‘3CX Monitor’ service at the footer of the ‘Recordings’ screen. Typically, the status values are ‘Running’, ‘Stopped’ or ‘Unknown’.

5.1.Register Software

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. On the 3CX Monitor Setup configuration screen, and in the License tab, enter your registration information in all the fields (Note the red dot denotes a required field).

2. Click Register.


Figure 11: 3CX Monitor-Registration

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

5.2.Recordings

The Recordings screen enables you to configure ‘Recording Path’ for storing the recording files. From here, you can also start or stop the ‘3CX Monitor’ service.

5.2.1. Configure Recording Path

1. On the 3CX Monitor Setup configuration screen, and in the Recordings tab, under Recordings Locations section, click Get Settings button if you want to configure the default path for recordings.

2. To set your own path, click Browse button to browse the location of your choice for storing the recording files.

3. Click Save to save the path.


Figure 12: Configure Recording Path
5.2.2. Windows Authentication

If the server where ‘3CX Monitor’ is installed and the 3CX server both participate in the same Active Directory (AD) domain, you can enter an AD domain account. However, if both servers are not participating in the same AD domain, you will need to provide credentials for a local windows user that exists on the 3CX server.

1. Active Directory User

Under Windows Authentication section, if you check Active Directory User box, you will need to perform several tasks:

a. Change the 3CX Monitor IIS Application Pool login user.

b. Recycle the IIS Application Pool and Website.

c. Change the 3CX Monitor Windows Service login user.

d. Grant the user “Login as a service right”.

e. Restart the 3CX Monitor service.

Domain Name Windows Domain Name
User Name Windows Domain User Name
Password Windows User Password

2. Remote Local User

If you check Remote Local User box, a ‘Net Use’ command connects to the remote shared folder using the supplied credentials of a local user that exists on the 3CX server.

Unlike the “Active Directory User” option, this option will NOT make changes to the ‘3CX Monitor’ Windows service account or change the IIS application pool authentication.

Domain Name 3CX Server Name
User Name 3CX Server-Local User Name
Password 3CX Server-Local Password

5.3.Web Portal

From the Web Portal screen, you can configure the default time zone for the data to display in the entire application. From here, you can also connect to Web Portal by simply clicking on the Web Portal button.


Figure 13: Connect to Web Portal

5.4.About

The Check for Updates button in the About tab enables you to easily download the latest version of 3CX Monitor. If a newer version of 3CX Monitor is available, the message will indicate that a newer version is available. Clicking the button will automatically download a .zip file of the latest version of the software. You can install the new version directly over the top of a previous version without the need to uninstall the previous version.


Figure 14: Check for Updates

6.Web Portal

To access the ‘3CX Monitor’ 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 Monitor).

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.

You can login to ‘3CX Monitor’ Web Portal only as an admin. To know how to setup an extension as a 3CX System Admin, click here.


Figure 15: 3CX Monitor Web Portal Login

Instructions to Setup an Extension as a 3CX System Admin

1. In the 3CX Management Console, select Extensions.

2. In the Extensions page, select and click the desired extension that you want to setup as a 3CX System Admin. The extension page opens.


Figure 16: 3CX Management Console – Extensions

3. On the tab bar, click Rights tab and scroll down and select the following:


Figure 17: 3CX Management Console – Rights tab

a). Allow access to 3CX Management Console.

b). Under System Management, select General System Administration.


Figure 18: 3CX Management Console – Select Options

6.1.Settings

Settings tab enables you to start or stop a service, configure delete policy settings and customize brand settings.

Hover over the mouse on Settings tab to display the dropdown menu with following menu options:

1. Monitor Settings

2. Site Settings


Figure 19: Settings Menu
6.1.2. Monitor Settings

Monitor Settings enable you to start/ stop a service and configure delete policy settings.

Hover over the mouse on Settings tab and select Monitor Settings to view Service and Retention tabs.


Figure 20: Monitor Settings
6.1.2.1. Service

Service screen enables you to start or stop a service. Once you change the retention policy, you must stop and start the Windows service (3CX Monitor) on the Service tab.


Figure 21: 3CX Monitor-Service Settings

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

Every time you change the retention policy, you must stop and start the Windows Service.

• 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 Monitor IIS Application Pool user having insufficient rights.

6.1.2.2. Retention

Retention screen enables you to configure delete policy settings. 3CX Monitor logs several “events” for each call. A highly active PBX could generate a large number of transactions in the events table. To minimize the disk space utilized, and to keep queries running quickly, it is recommended that you minimize the size of the events tables. To automatically delete old transactions, you can configure how often records are deleted, and what records are deleted based on the creation date.


Figure 22: 3CX Monitor-Retention Settings Menu
Configure Delete Retention Policy

If you enable ‘Delete Retention Policy’, the records will be deleted based on the time zone of the server in which the relay is installed.

1. Hover over the mouse on Settings tab and from the dropdown menu, select Monitor Settings.


Figure 23: Select ‘Monitor Settings’

2. On the Settings menu, and in the Retention tab, under Delete Policy, check Enable Delete Policy check box if you want to enable the feature of automatically deleting old transactions.

3. Under Delete records older than: and from the Days, Hours, Minutes and Seconds time boxes, configure the age of the records that should be deleted.

4. Under Run Delete Policy every: and from the Days, Hours, Minutes and Seconds time boxes, configure how frequently 3CX Monitor purges records that meet the specified age.

5. Click Save to save the delete policy.

6. In the Service settings tab, stop and start the service.

Once you change the retention policy, you must stop and start the Windows service (3CX Monitor) on the Service tab.

6.1.3. 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 24: Settings: Site Settings screen

Custom Brand Settings

1. Hover over the mouse on Settings tab and from the drop down menu, select Site Settings


Figure 25: Select ‘Site Settings’

2. 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 26: Header Gradient Color

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 27: Grid Color Palette

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


Figure 28: 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 29: 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 30: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 31: Display of Customized Brand Settings

6.2.Events

Events tab displays all the events of a call. It records complete call progress from “dialing” to “disconnect”. The details help you to follow the path the call took, and see a complete list of attributes.


Figure 32: 3CX Monitor-Events of calls

Event Date Displays the date on which the event (call) has taken place.
History ID Displays the unique ID of the history item.
Call ID The unique ID of the call and this call includes details of every call leg.
Connect Displays the connection ID of the person in the call.
For instance, if a first person initiates the call to the second person, the connect ID for the first person would be ‘1’ and that for the second person would be ‘2’. Now, if a third person is added to the call through a call transfer, say for instance, then the connect ID for the third person would be ‘3’. If a fourth person adds to the call again, then it would be ‘4’, and so on.
DN It is the dialing number, which means the number from which the call is initiated.
Dialed Number It is the dialed number, which means the number to which the call is dialed.
Internal Party It is the calling party.
External Party It is the called party.
In Indicates that it is an inbound call for the number displayed in the Dialing Number column in that specific call leg of the call.
Out Indicates that it is an outbound call for the number displayed in the Dialing Number column in that specific call leg of the call.
Last Change The latest time at which the event of a call leg has changed.
On Behalf Of Displays the number of the person on whose behalf a voicemail has been recorded.
For instance, if the first person called the second person but if the call was left unanswered then, the call gets connected to the voicemail where the first person records the message on behalf of the second person. Hence, in this case, On Behalf Of column displays the number of the second person.
Originated By It displays the ‘Virtual Extension Number’ of the ‘Ring Group’ to which you have made an outbound call.
Referred By Displays Connection ID of the person that has transferred the call.
Status Displays the present status of the call leg as ‘Dialing’, ‘Ringing’ or ‘Connected’.
Event Displays the event of call leg record in the database as, ‘Insert’, ‘Update’ or ‘Delete’.
Recording File Displays the name of the audio recorded (.wav) file.
Attached Data Displays the connection information of the call.

6.2.1. Possible Calling Scenarios

In this section, you can take a look at how ‘3CX Monitor’ monitors the call progress of calls in various possible scenarios:

Scenario-1: Call from Extension to IVR

Figure 33: Call from Extension to IVR
Scenario-2: Call from Extension to Outside Number

Figure 34: Call from Extension to Outside Number
Scenario-3: Call from Extension to Extension

Figure 35: Call from Extension to Extension
Scenario-4: Call from Extension to Extension, and then perform a call transfer

Figure 36: Call from Extension to Extension, and then perform a call transfer
Scenario-5: Call from Extension to Ring Group

Figure 37: Call from Extension to Ring Group
Scenario-6: An Unanswered Call

Figure 38: An Unanswered Call
Scenario-7: Call from Outside Number to Extension

Figure 39: Call from Outside Number to Extension

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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