3CX Reception User Guide

1.Introduction

Reception is web-based software that will revolutionize the way of managing calls for various organizations when received from their respective customers. The software is an easy to use tool that enables you to greet the customers of specific organization with a message as per the answer scripts specifically customized based on the timing of the call.

1.1. Benefits of Reception

• Create various organizations.

• Set and associate each of the organizations with various contacts/ extensions and answer scripts.

• Add links to various files of type pdf, xls, xlsx, rtf and csv for each organization.

• Set answer scripts for various organizations based on the timing of the call.

• Transfer an ongoing call to one of the list of extensions to speak to concerned person, leave a voice mail or send an email with call details.

• Check the availability of contact before you perform any action on the active call.

2.Prerequisites

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

1. 3CX Version 15.5

2. Windows 10 and above / Windows Server 2012 (64 bit) and above

3. Microsoft SQL Server 2008 Express and above

4. Internet Information Server (IIS) 7.0 and above

5. .Net 4.6 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 Reception 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 Reception. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Reception

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


Register your License Key

You must register your license key to activate 3CX Reception. 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 Reception

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 ReceptionInstaller.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 Reception 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 Relay Type drop down, select Legacy Relay for old Relay or New Relay for new Relay based on the 3CX version of your application.


Figure 2: Test VoIPTools 3CX Relay settings


If you choose ‘Relay Type’ as ‘Legacy Relay’ then ‘3CX Reception’ will communicate with old Relay Service, and if you choose ‘New Relay’ then it will communicate with new Relay Service.

2. In the Relay Services Host field, enter “localhost” if installing ‘3CX Reception’ 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 Legacy Relay or 8800 for New Relay.


Figure 3: Relay Services Port


The ‘3CX Reception’ will take default port as 8700 for ‘Legacy Relay’ and 8800 for ‘New Relay’. 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 Reception’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Reception’ 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 Reception 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 Reception, 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 Reception 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

7. The installation process continues.


Figure 10: Installation in progress

Step 7: Run the Application

1. Once the installation is complete, click Run Application


Figure 11: Run Application

2. The application then displays Reception configuration screen that enables you to register software.

5.Reception configuration screen

The Reception configuration screen enables you to register the software, start/ stop ‘3cx Reception Service’, check and download latest version of Reception, and configure Hub url.

5.1. Register Software(Licensing 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 Reception Configuration screen, in the Licensing tab, enter your registration information in all the required fields (Note the red dot denotes a required field).

2. Click Register


Figure 12: Register Software

3. Click OK


Figure 13: Confirmation message box

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

4. Once the registration is complete and successful, at the footer of the Licensing page, click Start to start the ‘3CX Reception Service’.

5.2. Configure Hub URL (Settings tab)

1. In the Settings tab, enter the Hub URL (in most cases the default value should work)

2. Click Save

3. In the Settings Saved confirmation message box, click OK


Figure 14: 3CX Reception Hub URL

5.3. Check for Updates (About tab)

The Check for Updates button in the About tab enables you to easily download the latest version of 3CX Reception. If a newer version of 3CX Reception 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 15: Check for Updates

6.Reception Console

To access the ‘Reception Console’ (also known as ‘Web Portal’), click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (Reception Web).

Login to Reception Console
When connecting to the Reception Console, 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 16: Reception Console Login

Access 3CX Reception based on Security Role

1. As a ‘Manager’ or ‘Admin’, you can view the following tabs:

• Home
• Organizations
• Global Settings
• Reports
• About


Figure 17: Login View as a Manager

2. As a ‘User’, you can view the following tabs:

• Home
• About


Figure 18: Login View as an Agent

6.1.Home

Home tab enables you to perform various actions on an active call like transfer the call to the desired contact, hold, transfer to voicemail or hang up the call.

When a call is active, you can perform actions as mentioned below:

1. The ‘3CX Reception’ automatically displays associated ‘Answer Script’ and ‘Notes’ based on the call timing.

2. Select the active call to view the associated organization and its contacts on the right hand side of the page.

3. The Contact list displays First Name, Last Name, Extension, Email and Status details.

4. The Status column displays the availability of the contacts.

a). The 3CX Reception retrieves the status values from the 3CX Smart Phone. The default status values for valid extensions are:

Available
Away
Do Not Disturb

b). Apart from the above default values, you can also create custom status values in 3CX smart phone.

c). For invalid extensions (extensions that are not in 3CX), the status value will be displayed as, ‘Not a Valid Extension’.

d). If the contact have phone number instead of an extension, then the status value will be displayed as, ‘Not Available’.


Figure 19: Organization Associated to the Active Call

5. From the Contact list, select the desired contact to perform the desired call action.

a). Click Blind Transfer button to transfer the current active call to the selected contact.

b). Click Attended Transfer button to perform following series of activities:

• Once the receptionist selects a call and clicks on Attended Transfer button, the ‘3CX Reception’ changes the current active call to ‘Park Extension’.

• Next, receptionist will receive the call.

• When the receptionist attends the call, a call connection is established between the receptionist and the selected contact.

• If the contact agrees to continue the call with the caller, then the receptionist again needs to click on Attended Transfer button. By doing so, the caller’s call which was in ‘Park Extension’ will now be connected to the contact, and the receptionist will be automatically disconnected.

• If the selected contact is not willing to communicate with the caller, or fails to receive the call by the receptionist, then the caller’s call which was in ‘Park Extension’ will get connected back to the receptionist.

c). Click Transfer to Voicemail button to send the voicemail to the selected contact.

d). Click Hold button to hold the current caller on the line.

e). Click Hang Up button to disconnect current active call.

6. To send mail about Call Notes to the desired contact, perform the following steps:

a). Select the contact from the contact list to which you want to send the email.

b). On the toolbar, click Notes button to display Call Notes dialog box.

c). In the Call Notes dialog box, you can edit Best Time To Call field if desired.

d). Check Need Call Back check box if the customer desires a call back.

e). Check Urgent check box to set the priority level as high.

f). In the Notes field, enter the information about the call for reference.

g). Click Email to send the current Call Notes details as email to the selected contact.

7. To know if the desired contact is available for the day or not, select the contact from the contact list and click Calendar button.

To view the calendar, the calendar visibility property should be set as ‘Public’

8. To view all the files associated to a specific organization, select the desired organization and click organization and click Forms button.

9. To search for a specific organization whose ‘DID’ number starts with desired digits, enter the digits (minimum 1 digit) and click on Search button.

6.2.Organizations

Organizations tab enables you to create a new organization and add its respective data like Organization Name, Answer Scripts, Contacts details, Dialer IDs and Forms.

6.2.1. Create New Organization

1. In the Organizations tab and under Organizations section, click Add button beside Name column.

2. In the Name field, enter the name of the new organization that you want to add.

3. Click Save Changes.


Figure 20: Add New Organization

6.2.2. Delete Existing Organization

1. In the Organizations tab and under Organizations section, click Delete button beside the organization that you want to delete.

2. Click Save Changes.

6.2.3. Add Data for Specific Organization

a). General tab

General tab enables you to add basic data of the organization like organization name and its respective notes.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the General tab and in the Name field, enter the name of the Organization.

3. In the Notes field, enter the basic information about the organization.

4. Click Save.


Figure 21: General tab

b). Answer Scripts tab

Answer Scripts tab enables you to add script based on the set timings (‘Working Hours’ for instance). If a call is received at a timing that does not fall within the time range set for all the answer scripts then, the Default Script will be considered. Hence, you need not set timings for Default Script.

• Add New Answer Script

1. In the Answer Scripts tab, click Add button beside Description column.

2. In the Description field, enter the description for the new Answer Script that you want to add.

3. In the Script field, enter the ‘Answer Script’ that you want to convey to the caller who calls during the timings set for the current answer script.

4. In the Active field, click till the check mark appears to activate the current Answer Script.

5. At the footer of the Answer Scripts page, click Save Changes to save the data that you have just added.


Figure 22: Add Answer Script

• Set Time Range for Answer Script

1. Select the Answer Script for which you want to set the time range.

2. Click Add button on the column header and from the Day drop down, select the desired week day for which you want to apply the current Answer Script.

3. From the Start time box, enter the start time range for the current Answer Script.

4. From the End time box, enter the end time range for the current Answer Script.

5. Click Save Changes.


Figure 23: Answer Script Settings

c). Contacts tab

Contacts tab enables you to add new contacts for the desired organization.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the Contacts tab and on the column header, click Add button to add new contact.

3. In the First and Last fields, enter the First Name and Last Name of the contact respectively.

4. In the Extension field, enter the extension number for the new contact.

5. In the Email field, enter valid email id for the new contact for communication.

6. At the footer of the Contacts page, click Save Changes.


Figure 24: Add New Contact

d). DID tab

DID tab enables you to add ‘Dialer ID’ (contact number) for the desired organization.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the DID tab and on the column header, click Add button to add new Dialer ID.

3. In the Did field, enter the new dialer id for the selected organization.

4. At the footer of the DID page, click Save Changes.


Figure 25: Organization – DID tab

e). Forms tab

Forms tab enables you to add link to various files of type pdf, xls, xlsx, rtf and csv.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the Forms tab and on the column header, click Add button to add new form.

3. In the Name field, enter the name for the new form that you want to add.

4. In the URL field, enter the url of the form.

5. At the footer of the Forms page, click Save Changes.


Figure 26: Add New Form

6.3.Global Settings

The Global Settings enables you to set ‘Extension Group Name’, perform Email Settings and check if you can successfully send test emails.

6.3.1. Email tab

1. In the Global Settings, and in the Email tab, you will observe that the default data displays automatically.

2. In the To Email field, enter valid email address to check if you are able to send test email successfully.

3. Click Test to check if the email is successfully sent.


Figure 27: Global Settings – Email tab

6.3.2. General tab

1. In the General tab and from the Extension Group Name drop down list, select the extension group name to display incoming active call data of the logged in user (provided that the user belongs to the selected extension group) in the Home page.

2. Click Save to save the group.


Figure 28: Global Settings – General tab

6.4.Reports

Reports tab enables you to view the complete call data based on the Report Start Time and Report End Time values. If you do not provide the Start and End Times, then the 3CX Reception displays complete call data since the product has been installed. You can export the data in various formats like CSV, XLS, XLSX and PDF.


Figure 29: Reports

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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