1.Introduction

Are you planning to schedule your staff to respond to after-hours support requests? It is now possible with 3CX On Call Manager. A web portal allows you to manage schedules and respond to requests.

1.1. Why On Call Manager?

3CX On Call Manager relieves you from the trouble of taking care of your customer requests for help when your support staff is not working. 3CX On Call Manager seamlessly integrates with 3CX and makes automated notifications easy while enabling you to provide better service to your customers.

1.2. How does it work?

When your customers are sent to a support queue, 3CX On Call Manager will search a calendar to see who is scheduled to handle after-hours support calls. The software logs your scheduled agents into the queue automatically. If the max queue hold time is exceeded, the caller will be asked to leave a voicemail. 3CX On Call Manager will automatically notify your staff that there is an open support request. In addition to calling your staff on the phone, the program can send text messages, and emails with a copy of the customer’s voicemail for your staff to hear, along with a text transcription of the voicemail.

1.3. On Call Manager features

1. Monitor multiple voicemail boxes

2. Support for first level queues

1.4. How does it notify you?

3CX On Call Manager provides multiple levels of notification. You can configure how staff are notified, how many times you want 3CX On Call Manager to notify an employee, and how long to wait between notifications. If an agent doesn’t respond, 3CX On Call Manager will escalate notifications to the next agent.

A web portal makes it easy for you to set up staff preferences, administer the schedule, review a log of support requests and notifications, and update the status of the support requests.

Having an event log makes it easy to track after-hours support requests, monitor compliance with service level agreements and track staff performance.

3CX On Call Manager makes sure you are notified of support requests and helps you provide timely responses to those requests. It ensures quick responses to help requests and thus improves your customer service.

1.5. How to use On Call Manager?

3CX On Call Manager is a onetime installation process. Once you install it, the product will automate the call management according to the settings that you configure in the web portal.

2.Prerequisites

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

1. 3CX Version V16 and V18 (64 bit) (Professional or Enterprise Version Only)

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

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

4. .Net framework 4.7.2

• 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 On Call Manager’ 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 On Call Manager’. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server.


Install 3CX On Call Manager

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


Register your License Key

You must register your license key to activate ‘3CX On Call Manager’. 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 On Call Manager’.  

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 On Call Manager’. 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 On Call Manager Setup Wizard appears. Click Next to Continue.


Figure 9: 3CX On Call Manager Setup Wizard

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

4). If the ‘3CX On Call Manager’ 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 On Call Manager, 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 On Call Manager, 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 On Call Manager

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


Figure 17: Install 3CX On Call Manager

2). The application installation progresses.


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

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


Figure 19: Installation Complete

5.Web Portal

To access the ‘3CX On Call Manager’ 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 On Call Manager’ 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 13: 3CX On Call Manager Web Portal Login

Login Privileges

• As a ‘Manager’, you can have access to all the screens of the application.


Figure 14: Login as Manager

• As an ‘Agent’, you can have access to only ‘Events’ and ‘About’ screens.


Figure 15: Login as Agent

5.1.Registration

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 Settings menu, 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 16: 3CX On Call Manager – Registration

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

5.2.Settings

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

1. General Settings

2. Site Settings


Figure 17: Settings menu

5.2.1.General Settings

The General Settings screen enables you to register the software, configure notifications, create 1st level queues, create voicemails, create monitor extensions, control who can access configuration screens, configure email server and configure voicemail to text transcription.


Figure 18: Settings menu: General Settings

5.2.1.1. General

The General screen enables you to configure Notification settings and start/stop 3CX On Call Manager Windows Service.


Figure 19: General Settings: General screen

• Notifications

a. Under Notifications, from the Contact Attempts box, select or type the number of contact attempts.

b. From the Time between attempts box, select or type the time (in minutes) you want 3CX On Call Manager to wait between the ‘contact attempts’.

c. From the Max Escalation Levels box, select or type the number of escalation levels

d. Click Save to save the changes.


Figure 20: Setting Notifications

3CX On Call Manager supports up to 99 escalation levels.

Contact Attempts The number of times you want the 3CX On Call Manager to attempt to contact a person before escalating to the next level.
Time Between Attempts The time (in minutes) for which you want 3CX On Call Manager to wait between notification attempts.
Max Escalation Levels Number of escalation levels you want 3CX On Call Manager to escalate. If the first level does not respond by listening to the voicemail, after the maximum call attempts, it escalates up to the next level until the max escalation level has been reached. Entering a maximum escalation level will limit the number of levels 3CX On Call Manager attempts to contact and make the application run more efficiently.

• Service Status

a. To start or stop a service, click Start/ Stop button.

b. Click Refresh link to update the status if changes to the service status were made directly in the Windows Service Snap-in.


Figure 21: Start/Stop a service

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

Start/Stop A Windows Service (3CX On Call Manager) runs in the background monitoring for new voicemails. You can monitor the status of this service here (Running, Stopped, Unknown). If you make changes to the Contact Attempts, or Time between attempts settings it is necessary to stop and start the service. This should happen automatically when you press the Save button.
Refresh The ‘Refresh’ link will update the status if changes to the service status were made directly in the Windows Service Snap-in.

5.2.1.2. Monitors

The Monitors screen defines how 3CX On Call Manager processes inbound calls.

There are two approaches to handling incoming calls:

1. Without Using ‘1st Level Queue’ Feature

Traditionally, callers are forwarded directly to a voicemail that starts the notification process. In this case, you need to craft the voicemail message carefully to reassure the caller that an agent will call them back. If the caller truly has an emergency, they may not be prepared to “hope” for a call back. Sending the caller to a queue will increase the caller’s confidence that someone will answer their call quickly.


Figure 22: Inbound Call Pattern without ‘1st Queue Level’ Feature

2. With Using ‘1st Level Queue’ Feature

When inbound calls are sent first to a queue, these queues are referred to as a ‘First Level Queue’. In other words, the first level of notification occurs when a caller is forwarded to a queue and the call is answered by a 3CX remote agent.

An important feature of 3CX On Call Manager is the ability to login remote agents into a queue based on a schedule. When a caller is destined for a queue, they are first transferred to a CFD application that queries the assigned on-call schedule and log agents into the appropriate queue. In other words, when a customer calls, ‘3CX On Call Manager’ looks at the ‘On Call Schedule’ and logs appropriate agents into the queue just prior to transferring the caller to the queue. Then if the caller exceeds the maximum hold time defined for the queue, the caller can be forwarded to voicemail and start the traditional notification process. Agents who do not have active schedule at the time of call arrival, but are present in the queue will be automatically logged out of the queue.

‘First Level Queue’ feature thus enables you to provide better caller experience.


Figure 23: Inbound Call Pattern with ‘1st Level Queue’ Feature’ Feature

Using First Level Queues is optional. This feature utilizes ‘Remote Agents’ which is only available in the Pro Edition of 3CX.

From the Monitors screen, you can monitor multiple voicemail boxes and 1st level queues. Any CFD, Voicemail Monitor or Queue Monitor that you create in the web portal in Monitors screen will be automatically created in the respective list in the 3CX Phone Management Console.

• When you create Log In/ Out CFD in the ‘Monitors’ screen, the respective call queues gets automatically published in the ‘Call Queues’ list of the 3CX Phone Management Console. Similarly is the case with other digital receptionists like ‘New’ Prompt and ‘Heard’ Prompt.

• When you create 1st Level Queue in the ‘Monitors’ screen, the respective queue monitor will be created in the ‘Call Queues’ list of the 3CX Phone Management Console.

• When you create a Voicemail (monitored voicemail extension) in the ‘Monitors’ screen, the respective voicemail monitor extension will be automatically created in the ‘Extensions’ list of the 3CX Phone Management Console.

• Once you have created all the required monitor extensions, you can create a new Monitor by selecting appropriate extensions from the drop down lists beside all the column headers.


Figure 24: Settings: Monitors screen – Admin View

As an Admin, you can view and create monitors for all the groups.


Figure 25: Settings: Monitors screen – Manager View

As an Manager, you can view and create monitors for only those groups to which you are manager.

Name A label that is used to identify the monitor. It is displayed in the combo box on the ‘Scheduler’ screen when selecting which schedule you want to update.
Log In/ Out CFD 3CX On Call Manager includes a separate program that creates special CFD extensions (Call Queues) capable of looking up who is scheduled to be on call and logging the appropriate agents into the assigned queue. Once the CFD application is created, you can select this extension from the list of Call Queues in the combo box.
1st Level Queue The queue to which the inbound calls are first sent.
Voicemail This is the monitored voicemail extension. It is a 3CX extension (with voicemail enabled) typically created specifically for receiving after-hours support requests. 3CX On Call Manager will monitor this extension for new voicemails and notify the agents on call.
New Prompt When a new voicemail is received in a monitored voicemail box, 3CX On Call Manager will call (if configured to do so) the scheduled employee(s) and connect them to the digital receptionist. The digital receptionist’s prompt informs that a request has been received and then automatically transfers the agent to the 3CX Voicemail extension. Then agent will need to login to the voicemail box in order to listen to the voicemail.
Heard Prompt After a monitored voicemail has been heard, assuming you selected to be notified by phone, 3CX On Call Manager will call all the agents previously notified to let them know the voicemail has been heard. This digital receptionist typically plays the recorded prompt that explains the message has been heard and then hangs up.

5.2.1.3. Admins

Admins screen enables you to control who can access the configuration screens and has right to make changes by assigning ‘Admin’ role to one or more extensions. From here, all the extensions that you select will play ‘Admin’ role and hence will have complete access to the application. Unlike if you do not select any extension then, all the extensions in the list will play ‘Admin’ role and all of them will have complete access to the application.


Figure 26: General Settings: Admins screen

a. In the Settings screen click Adminstab.

b. Under Admins section and from the list of available extensions, check all the check boxes whom you want to assign the ‘Manager’ role.

c. Click Save

If you do not wish to restrict who has access to the configuration screens, simply leave all extensions unchecked and everyone will have access to the configuration screens.

5.2.1.4. Email

The Email screen enables you to configure Email Server and Authentication.


Figure 27: General Settings: Email screen

• Email Server

a. In the Email tab, under Email Server section and in the Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.

b. In the Port field, enter appropriate port number. Default port number is 25. (For Google: 587)

c. In the From Email field, enter reply email address for email and SMS text notifications.

d. In the To Email field, enter valid test email address.

e. Check Attach Voicemail to email box to attach the voicemail to the specified email.

f. Click Save.


Figure 28: Configure Email Server settings

Server IP address or Fully Qualified Domain Name (FQDN) of your email server. Examples 192.168.1.20 or mail.mydomain.com
SMTP Port Default port is 25. (Google: 587)
From Email The reply email address for email and SMS text notifications.

Be sure to test both an email address and SMS text message. VoIPTools suggests you to test each mail, distribution, or SMS address to ensure you can send to all addresses. Sending mail within your domain may not require authentication, while sending outside your domain (SMS address for example) may require authentication. The domain for sending SMS text messages is specific to the wireless carrier.
To Email This is a temporary valid test email address that is only used for sending test emails and is NOT required.

• Authentication

Some mail servers require authentication to relay emails.

a. Under Authentication section, in the User field, enter valid username. For Microsoft Exchange, use a Windows domain (network) username.

b. In the Password field, enter valid password.

c. Check Requires SSL/ TLS box if your server requires a secure connection to relay email.

d. Click Test button to test whether your SMTP settings are correct. (For this, you need to enter a valid email address in the To Email field and press Test button).

e. Click Save.


Figure 29: Configure Authentication settings

User Name For Microsoft Exchange, use windows domain (network) username
Password For Microsoft Exchange, use windows domain (network) password
SSL/TLS Your mail server may require a secure connection. – Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps, and Microsoft 365 require a secure connection.
Test button You can test whether your SMTP settings are correct by entering an email address in the ‘To Email’ field and pressing the ‘Test’ button.

5.2.1.5. Transcript

The Transcript screen performs voicemail to text transcription.

The accuracy of voice recognition can be greatly affected by a number of factors. For example, the quality of the recording, background noise, volume of the speaker, and the speech patterns of the speaker can all have a significant impact on the accuracy of the transcription.

3CX On Call Manager sends voice transcriptions to VoIPTools servers where we process the audio based on various providers on the back end.


Figure 30: General Settings: Transcript screen

• Voicemail Transcriptions

3CX On Call Manager uses Google Speech Translate for voice transcriptions. To enable and perform speech transcriptions, mention the ‘Google Speech Service Account File’ path that consists of google credentials and then mention the ‘Cloud Storage Bucket’ name where you want to store the transcriptions. Cloud Speech-to-Text is priced monthly based on the amount of audio successfully processed by the service, measured in increments rounded up to 15 seconds. For more details regarding pricing please gothrough this link: https://cloud.google.com/speech-to-text/pricing. Note:On Call Manager uses your local file copy to transcribe the audio file if its duration is upto 60 seconds; or uses google cloud storage if the duration is beyond 60 seconds with the help of cloud storage buckets. Once the file is transcribed successfully in the google cloud, the On Call Manager deletes the file from the storage bucket.


Figure 31: Enable Speech Transcriptions

Instructions:

a. We are using Google Cloud Speech-To-Text for transcription of voicemails. For this, you need to first create a google cloud account. Once you create the account, you will get a JSON file which has account credentials. In the Google Speech Service Account File Path field, enter the path of the JSON file.

b. Create a storage bucket in your Google Cloud account and in the Cloud Storage Bucket Name field, enter your cloud bucket name.

c. Click Test Credentials button to verify whether you have entered valid credentials.

d. From the Culture dropdown list, select desired option. The default option is English-US.

e. Check Remove offensive words from transcription check box if you want to remove offensive words from transcription. Info message box appears.


Figure 32: Remove Offensive Words – message box

e. Click OK.

5.2.2.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 33: Settings Menu

5.2.2.1. Custom Brand Settings

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


Figure 34: 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 35: 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 36: Grid Color Palette

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


Figure 37: 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 38: 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 39: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 40: Display of Customized Brand Settings

5.3.Scheduler

The Scheduler screen enables you to control visible resource count, view resource appointments for a specific date and in desired calendar format, create new appointments and edit/ delete existing appointments.

As a ‘Manager’, you can view and create schedulers only for those groups to which you are manager while as an ‘Admin’, you can create and view for all the groups.

5.3.1. Scheduler Screen: Features

1. The ‘Visible Resource’ buttons enable you to select and view one or more resources on the ‘Scheduler’.

a. First button enables you to select the first agent from the ‘Visible Resources’ list

b. Previous Page button enables you view resources from previous page of the ‘Scheduler’

c. Previous button enables you to go to the previous resource

d. Next button enables you to go to the next resource

e. Next Page button enables you to view resources in the next page of the ‘Scheduler’

f. Last button enables you to view last resource from ‘Visible Resource’ list

g. Increase visible resources count button enables you to add one resource at a time in consecutive order from the ‘Visible Resources Count’ list

h. Decrease visible resources count button enables you to remove one resources at a time in the order you added from the ‘Visible Resources Count’ list

2. You can also select the desired resource from the ‘Visible Resources’ drop down

3. On the right hand side of the ‘Calendar’ header, you can select appropriate tab to view the scheduled appointments of the visible resources in various calendar formats like Day, Work Week, Week, Month or Timeline.


Figure 41: Scheduler screen: Calendar tabs

a. Day tab displays all the visible resource appointments for a specific date in day format.

b. Work Week tab displays all the visible resource appointments in work week (Monday-Friday) format.

c. Week tab displays all the visible resource appointments in a week (Sunday-Saturday) format.

d. Month tab displays all the visible resource appointments in a month format.

e. Timeline tab displays all the visible resource appointments in a timeline format.

4. The colors of the appointments are different at each escalation level.


Figure 42: Resource Appointments at Different Escalation Levels in ‘Week’ view

5. The ‘Right Click’ menu is a context menu that enables you to create new appointment for any agent. To view the menu, right click your mouse in the scheduler grid of the desired resource by positioning the mouse in the appropriate cell that matches your required date and time. For field definitions, click here.


Figure 43: Scheduler ‘Right-Click’ menu

6. From the ‘Right-Click’ menu, you can select 60 Minutes to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes.


Figure 44: Scheduler Screen – Time Division: 60 Minutes


Figure 45: Scheduler Screen – Time Division: 5 Minutes

7. Right-Click on appointment to open and edit the selected appointment. For field definitions, click here.


Figure 46: Edit Appointment: Right-Click menu

5.3.2. Create New Appointment

1. In the Scheduler tab, on the left side of the ‘Calendar’ header, click the Today dropdown to access the calendar.

2. Select the date on which you want to create the appointment.

3. From the ‘Visible Resource’ header, click appropriate ‘Visible Resource’ button, you can select appropriate agent(s) to display on the scheduler.

4. In the grid, and in the block that matches your required date and time, right click your mouse.

5. In the context menu, click New Appointment.

6. In the Untitled-Appointment box enter appropriate information in all the fields.

7. Click OK. Appointment is created for the agent.

• New Appointment – Right Click Menu


Figure 47: New Appointment-Right Click menu

New Appointment Select this option to create new appointment for a resource
New All Day Event Opens Appointment dialog box with All Day Event box checked
New Recurring Appointment Opens Appointment dialog box with Recurring box checked.
New Recurring Event Opens Event dialog box to create a new event for a resource
Go to Today Opens Scheduler screen in “Today’s” date
Go to Date… Opens Go To Date box that enables you to select specific date and calendar format in which you want to view the Scheduler screen


Figure 48: Go To Date box

Change View To Opens a submenu that enables you to view the Scheduler screen in Day, Work Week, Week, Month or Timeline format.
60 Minutes Enables you to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes.

• Appointment dialog box

The Appointment box enables you to schedule a new appointment for a specific agent.


Figure 49: New Appointment dialog box

Subject Brief description about the appointment
Location Location of the agent for whom you are creating the appointment
Label Escalation level in which you want to place the agent
Start time The date and time from which the ‘On Call’ time starts for the agent
End time The date and time at which the ‘On Call’ time ends for the agent
Show time as Specifies the work status of the agent as busy, free, tentative, out of office or working elsewhere. Show time as is valid for Start time to End time
All day event If Show time as is for the complete day, then check All day event box. If you check this box, you will observe that the time selection box (from ‘Start time’) will disappear.
Resource Select the agent from the dropdown for whom you are creating the appointment.
Remainder Check this box if you want to remind the appointment to the agent. You can select the time from the dropdown so that the agent receives the reminder message after the specified time.
Recurrence If you want the appointment to recur, check the Recurrence box. From the available options select appropriate value (Daily, Weekly, Monthly, Yearly, Every—day(s) or Every weekday) for the appointment to recur.
No end date Select this option if you do not want to stop the recurrence of the appointment.
End after Select appropriate number from the drop down so that the appointment recurrence will occur for the specified number of times.
End by Select this option and select appropriate date from the ‘Date’ drop down so that the appointment recurrence will end by the specified date.

5.3.3. Edit Existing Appointment

1. In the Scheduler screen, from the ‘Visible Resource’ header, select the resource for which you want to edit the appointment.

2. In the grid, select and right-click the appointment that you want to edit. ‘Edit Appointment’ context menu appears.


Figure 50: Edit Appointment: Right-Click menu

3. Select appropriate option from the context menu to open the appointment.

4. Edit the appointment in the required fields.

5. Click OK to save the changes you made to the appointment.

Open Enables you to open selected appointment
Edit Series Enables you to edit all occurrences of the selected recurring appointment
Show Time As Edits Show Time As for the selected appointment as Free, Tentative, Busy, Out of Office or Working Elsewhere.
Label As Edits Label As for the selected appointment to the desired escalation level.
Delete Enables you to delete the ‘Series’ or ‘Occurrence’ of an appointment.

5.3.4. Delete Existing Appointment

1. In the Scheduler screen, from the ‘Visible Resource’ header, select the resource for which you want to delete the appointment.

2. In the grid, select and right-click the appointment that you want to delete.


Figure 51: Appointment Delete confirmation message box

3. In the Confirm Delete message box, select The Series option if you want to delete all the occurrences of the recurring appointment or, select This Occurrence option if you want to delete only the present occurrence of the appointment.

4. Click OK to delete the appointment (series or just present occurrence, which ever option you have selected).

5.4.People

The People screen enables you to control who should be notified about the missed calls, and who should be updated about the receipt of the voicemail message. The notification can be done through either call or email or sms or all of them. When a customer calls, the available agent in the scheduler will get the call. If incase the agent fails to receive the call, the monitoring extension will receive the voicemail message and the same will be notified to the people that the voicemail message is sent to the monitoring extension. As soon as the voicemail message is heard by the monitoring extension, the same will be again notified to the people.


Figure 52: People Screen – Admin View

As an Admin, you can view and create people for all the groups.


Figure 53: People Screen – Manager View

As an Manager, you can view and create people for only those groups to which you are manager.

1. To add people, on the header column, click Add button and then:

i. From the Group Name dropdown list, select the group to which you want to create people. If you are a manager, then the dropdown lists only those groups to which you are a manager. If you are admin, then the dropdown lists all the groups from 3CX Management Console.

ii. In the Name field, enter the agent’s name.

iii. In the Ext field, enter the extension number of the agent.

iv. In the Cell field, enter the cell number to which the agent receives the notification through call.

v. In the Email field, enter the email address of the agent to which the notification should be sent./p>

vi. In the SMS Address field, enter the contact number to which the notification should be sent as sms.

vii. At the footer of the Manage People page, click Save.

2. To notify the desired agents that the monitoring extension has received the voicemail, in the People screen, and in the Contact section, check:

i. Call if you want to notify through call.

ii. Email if you want to notify through email.

iii. SMS if you want to notify through SMS.

3. To notify the desired agents that the monitoring extension has heard the voicemail, in the People screen, and in the Update section, check:

i. Call if you want to notify through call.

ii. Email if you want to notify through email.

iii. SMS if you want to notify through SMS.

5.5.Events

The Events screen enables you to view the call logs of all the ‘On Call’ events for all the monitored extensions between the agents and the customers. The details of every event include date/ time, caller extension, caller name, action, notification type, monitor extension and the notes.


Figure 54: Events screen showing call logs

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.

Suggest Edit