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 V16 and V18 (Professional or Enterprise Version Only)

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

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

4. .Net 4.7.2 or above

5. Microsoft Internet Information Server (IIS) 7.0 or 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

3.Installation


Download software
You can order 3CX Queue Notifier online 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 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 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 Queue Notifier’. 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 Queue Notifier Setup Wizard appears. Click Next to Continue.


Figure 9: 3CX Queue Notifier Setup Wizard

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

4). 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. 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 Queue Notifier, 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 Queue Notifier, 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 Queue Notifier

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


Figure 17: Install 3CX Queue Notifier

2). The application installation progresses.


Figure 18: Installation of ‘3CX Queue Notifier’ in Progress

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


Figure 19: Installation Complete

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.

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 20: 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 voicemail 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 21: 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 22: 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 23: 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 24: 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 25: 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 26: Settings Menu

Custom Brand Settings

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


Figure 27: 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 28: 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 29: Grid Color Palette

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

3. Once you perform desired customizations, click Apply.


Figure 33: 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 34: 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.
Custom Audio You can create a custom audio text and play respective customized audio file.
• Audio Text You can enter the desired text that you want to play as audio file.
• Audio File You can save the custom audio text to display the audio file icon. Click it to hear the audio message.
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) or ‘Custom’ audio message.
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) or ‘Custom’ audio message.

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

• Windows Event Log (Applications and Services ? VoIPTools)

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

• Forums

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

• Submit a Bug

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

• Live Chat

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

• Email

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

• Phone

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

• Support Services

Free Support:

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support:

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.

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