3CX Queue Notifier User Guide

1.Introduction

Do you need an audible chime when too many people are waiting in the queue? This add-on enables you to set a threshold for the maximum number of people in the queue or maximum hold time.

1.1. How 3CX Queue Notifier works?

Scenario: Your staff is often busy and spends much of their time away from their desks. Perhaps they need a nudge to remind them people are waiting in a queue. With 3cx Queue Notifier (Queue Chime) you can play over an overhead paging system (or through the phone speakers) a chime indicating the number of people waiting in the queue. Alternatively, you can play a text-to-speech message stating the number of people in the queue and the longest hold time.

2.Prerequisites

Before you begin with the installation steps mentioned in this guide, you need to ensure that your computer meets the minimum requirements mentioned below for installing 3CX Queue Notifier.

1. 3CX Version 15.5 (Professional or Enterprise Version Only)

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

3. Microsoft SQL Server 2008-2016 (Including Free Express Edition)

4. .Net 4.6.1 or above

5. Internet Information Server (IIS) 7.0 and above

6. Installation on a domain controller is not supported

  • 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

2.1. Create Folder in 3CX Server to Store Audio Files

To upload audio files from the local path to 3CX Server, you need to create a folder in the 3CX Server.

1. Log in to 3CX Server with valid credentials.

2. Navigate to the root path: C:ProgramData3CXInstance1DataRecordings

3. Create a folder and name it as, ‘QueueNotificationAudios’

3.Installation


Download software

You can order 3CX Queue Notifier 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 Queue Notifier. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Queue Notifier

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


Register your License Key

You must register your license key to activate 3CX Queue Notifier. 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 Queue Notifier

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 3CXQueueNotifierInstaller.exe

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

3. Click Next to continue.


Figure 1: Setup Wizard

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

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

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

2. If you are installing 3CX Queue Notifier 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 Queue Notifier’ 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 Queue Notifier’ 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 Queue Notifier’ 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 Queue Notifier’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Queue Notifier’ 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.

    • 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 Queue Notifier 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.


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 Queue Notifier, 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 Queue Notifier from a previous version, select the existing database from the list.

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

5. Click OK to close the test results dialog

6. Click Next to continue the installation


Figure 9: Configure Database

Step 7: Run the Application

Once the installation is complete, click Run Application


Figure 10: Run Application

4.Web Portal

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

Connect to Web Portal

The 3CX Queue Notifier (Chime) configuration screen enables you to set ‘Recording Path’ in order to store recordings locally, check for updates, and connect to web portal. From here, the 3CX Queue Notifier automatically uploads all the recordings to the 3CX Server.

To automatically upload all the recordings from the local path to the 3CX Server, you need to manually create QueueNotificationAudios folder in the 3CX Server under the root path:
C:ProgramData3CXInstance1DataRecordings. To know how, click here

Steps:

1. On the 3CX Queue Notifier (Chime) configuration screen, in the Instructions tab and in the Recording Path field, browse the desired path in order to store all the recordings locally and click Save to save the path.

2. Click Web Portal button to connect to the 3CX Queue Notifier Web Portal.

3. To check for new releases, click Check for Updates button.


Figure 11: 3CX Queue Notifier (Chime) – Configuration Screen

Login to Web Portal

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 Queue Notifier PIN

3. Check Remember me checkbox if you do not want to enter username and password each time you login to the application.

4. Click Login button to login to your account


Figure 12: 3CX Queue Notifier Web Portal Login

4.1.License tab

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

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

2. Click Register.

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

Figure 13: 3CX Queue Notifier – Registration

4.2.Settings

Settings screen enables you to start or stop a service, configure 3CX paging dial code that allows you to play notifications through your phone speakers and customize brand settings.

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

1. General Settings

2. Site Settings


Figure 14: 3CX Queue Notifier – Settings Screen

4.2.1. General Settings

The General Settings enable you to start or stop a service and configure 3CX paging dial code that allows you to play notifications through your phone speakers.

4.2.1.1. Service Status

In this section, you can start or stop a service.


Figure 15: 3CX Queue Notifier – Start/ Stop Service

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

Every time you change the settings in ‘Settings’ screen or ‘Queues’ screen, you should stop and then restart the Windows Service (3CX Queue Notifier) to apply the changes.

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

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

4.2.1.2. 3CX Settings

This section enables you to configure 3CX paging dial code.

If you wish to play notifications through the speakers of your phones, you can cause the phones to automatically answer and play the notifications by prepending the 3CX paging dial code.


Figure 16: 3CX Settings – Paging Dial Code

This setting can be found at:
3CX Management Console ? Settings ? PBX ? Dial Codes ? Paging

4.2.2. 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 17: Settings Menu

Custom Brand Settings

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


Figure 18: 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 19: 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 20: Grid Color Palette

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


Figure 21: 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 22: 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 23: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 24: Display of Customized Brand Settings

4.3.Queues

Queues screen enables you to configure Max Wait Time, Max Calls in Queue and the Paging Extension that needs to be notified.


Figure 25: Queues Screen

Monitor Check the check box of the specific queue for which you want to activate ‘Queue Notification’.
Extension Extension of the Queue for which the queue notification is activated.
Queue Name Name of the Queue for which the queue notification is activated.
Paging Extension Extension of the user to whom you want to notify.
As soon as the Max Wait Time or Max Calls in Queue is reached, the paging extension automatically receives the ‘Queue Notification’ call.
Intercom Prepend paging dial code.
If you wish to play notifications through the speakers of your phones, you can cause the phones to automatically answer and play the notifications by prepending the 3CX paging dial code.
Frequency The amount of time (in seconds) after which the event of queue notification repeats.
Max Wait time This setting allows you to configure queue notifications based on max wait time of a caller in the queue.
• Max Wait The maximum amount of time (in seconds) a caller can wait in the queue after which, the paging extension receives queue notification.
• Notify By You can notify either by ‘Chime’ or ‘TTS’ (Text to Speech).
Max Calls in Queue This setting allows you to configure queue notifications based on maximum calls in the queue.
• Max Calls The maximum number of callers waiting in the queue after which, the paging extension receives queue notification.
• Notify By You can notify either by ‘Chime’ or ‘TTS’ (Text to Speech).

4.4.Security

Security screen enables you to configure ‘Services Credentials.

4.4.1. Services Credentials

Optional: If for some reason you need a custom account instead of the VoIPToys user, you can set it here. This will change the user on the windows service and the AppPool for the website as well as create a SQL user for the windows account.


Figure 26: Security Screen

Domain If using a domain account, enter the domain name. If using a local user account, enter the name of the server where the local user resides. Note that using a local user is only applicable if the application is installed on the same machine as the SQL server.
User Name Enter valid user name
Password Provide the password associated with the specified user name.
Test Access You can test that the account is valid.
Save button Once you have successfully set up a customer user account, you can save the settings by pressing the “Save” button.

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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