3CX Robo Dialer User Guide

1.Introduction

Dial phone numbers from your database for appointment reminders, scheduled deliveries, or debt collection. Provide custom messages for each call, and route calls to a customer service representative.

3CX Dialer was designed from the ground up specifically for 3CX. With 3CX Dialer you can automate the unattended calls to patients, customers or students using unique contact lists (campaigns). When used in conjunction with Call Flow Design (CFD) applications, virtually any scenario can be supported.

Call Flow Design

The 3CX Call Flow Design is a voice application program that interacts with the user via the phone and then performs certain logic. For instance, a voice application program can be designed to ask a caller to input a customer number, which is then verified against a database. Based on this number, the call will then be routed to the required queue.

1.1. How do I Install the Dialer?

VoipTools will give you a download link and license key after purchase. You can simply go through the simple installer to proceed with the installation.

1.2. 3CX Robo Dialer Applications

1. Appointment Reminders (medical, service, delivery)

2. Payment collections

3. School reminders: closings / lunch accounts / library fees / unexcused absences

4. Community emergency notifications

5. Political campaign messages

6. Fund raisers

7. Satisfaction Surveys

8. Solicit

1.3. 3CX Robo Dialer Features

1. Supports multiple campaigns

2. Supports an unlimited number of simultaneous calls *

3. Pull appointments from CRM / Practice Management applications

4. Update CRM / Practice Management information

5. Utilize text-to-speech for customized message

6. Play pre-recorded messages

7. Special discounts for schools

8. Route calls to customer service representatives

9. Send email and SMS text message notifications **

* Number of simultaneous calls is dependent on 3CX license and available trunks / bandwidth

** SMS notifications are performed by sending emails to the cell carrier’s email-to-sms gateway

1.4. 3CX Robo Dialer Benefits

1. Decrease missed appointments

2. Eliminate monthly or per-transaction fees charged by hosted solutions

3. Eliminate wasted staff time associated with manual dialing

4. Increase revenue

5. Increase compliance

6. Increase safety

2.Prerequisites

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

1. 3CX Version 15.5 – 16 (Professional or Enterprise Version Only)

2. Microsoft .Net 4.7.2

3. Microsoft SQL Server 2008 Express (free) and above

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

5. Internet Information Server (IIS) 7.0 and above (for optional Contact Manager) *

    • Since the add-on ‘3CX Robo Dialer’ includes a CFD application, you will need to install either Pro or Enterprise version of 3CX.

 

    • You can run Abyss, IIS, and NGIX on the same server.

 

    • 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 Folders in 3CX Server to Store Audio Files

To store audio files of ‘Play Announcement’ and ‘Transfer Call’, you need to create folders for each of them under the root path.

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

2. Navigate to the root path:

C:\ProgramData\3CX\Instance1\DataVoiceapps

3. For Transfer Call:

a. Navigate to the root path and create main folder as ‘TransferCall’:

C:ProgramData\3CX\Instance1\DataVoiceapps\TransferCall

b. Navigate to the Transfer Call main folder and create sub folder as ‘Audio’

C:\ProgramData\3CX\Instance1\DataVoiceapps\TransferCall\Audio

4. For Play Announcement:

a. Navigate to the root path and create main folder as ‘PlayAnnouncement’:

C:\ProgramData\3CX\Instance1\DataVoiceapps\PlayAnnouncement

b. Navigate to the Play Announcement main folder and create sub folder as ‘Audio’

C:\ProgramData\3CX\Instance1\DataVoiceapps\PlayAnnouncement\Audio

3.Configure Calls Via SIP Trunk

If you are working with multiple SIP (Session Initiation Protocol) trunks, you can configure calls via desired SIP trunk. For this, you need to first assign a caller ID to the desired SIP trunk. Then, you need to force Robo Dialer calls to go through the desired SIP trunk using outbound rules. Robo Dialer can prepend digits to the phone number. For example, if you prepend 8888 (using the Robo Dialer global setting) to all the phone numbers when the call is placed, you can then create a outbound rule that looks for these prepended digits and route these calls through a specific trunk. This approach means you will need a separate SIP trunk for every DID you want to present, or go in and change the outbound caller ID of the desired trunk prior to running the dialer campaign.

Steps:

1. Assign Caller ID to your SIP trunk:

a. In the 3CX Management Console, navigate to SIP Trunks and open the desired SIP trunk through which you want to route the calls.


Figure 1: 3CX Management Console: SIP Trunks

b. On the tab bar, click Caller ID and in the Configure Outbound Caller ID field, enter the desired Outbound Caller ID that you want to assign to the SIP trunk.


Figure 2: 3CX Management Console: Default Caller ID

2. Force Robo Dialer calls to go through the desired SIP trunk using outbound rules:

a. Navigate to Outbound Rules and in the Rule Name field, enter the desired outbound rule name.

b. In the Calls to numbers starting with prefix field, enter the desired digits that you want to prepend to the calls that you want to route through the desired SIP trunk.

c. Under Make outbound calls on section:

i. From the desired route dropdown list, select the SIP trunk through which you want to route the calls.

ii. From the Strip Digits dropdown list, select the count of prepended digits.


Figure 3: 3CX Management Console: Outbound Rules

3. Once you have configured desired settings, on the top of the Add Outbound Rule window, click OK.

4.Installation


Download software

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


Create Folders in 3CX Server to Store Audio Files
In order to store audio files of play announcement and transfer call, you should create folders for each of them under the root path:
C:\ProgramData\3CX\Instance1\Data\Voiceapps


Install 3CX Robo Dialer

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


Register your License Key

You must register your license key to activate 3CX Dialer. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

5.Step by Step Installation Procedure

The following section guides you through a detailed walk-through of the installation process.

Step 1: Download 3CX Dialer

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

1. The file you downloaded in the above step is a compressed .zip file.

2. Position the mouse on the zip file and right-click.

3. 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 RoboDialerInstaller.exe

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

3. Click Next to continue.


Figure 4: 3CX Robo Dialer 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 by 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 Dialer 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 5: Test VoIPTools 3CX Relay settings


If you choose ‘Relay Type’ as ‘Legacy Relay’ then ‘3CX Robo Dialer’ 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 Robo Dialer’ 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 6: Relay Services Port


The ‘3CX Robo Dialer’ 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 Robo Dialer’ can communicate with the Relay services running on the 3CX server.

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


Figure 7: Success message box

6. Click Next to continue the installation.

Step 6: Configure the database

1. When prompted for the database connection information, click Configure button.


Figure 8: 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 Dialer is installed, you will need to configure SQL Server to allow remote connections.

Figure 9: 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 10: 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 11: SQL Server Authentication

4. Click Test Connection button

5. Click OK to close the test results dialog

6. Click Next to continue the installation


Figure 12: Installation in progress

Step 7: Run Application

When the software installation is done, click Run Application button.


Figure 13: Run Application

6.Configure Global Settings

Global Settings screen enables you to register license for 3CX Dialer, configure Microsoft SQL Server Settings and Email Server Settings. You can also view the list of installed CFDs.

6.1. Register Software
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 3CX Dialer configuration screen, and in the Global Settings tab, select License tab.

2. Enter your registration information in all the fields (Note the red dot denotes a required field).

3. Click Register.


Figure 14: Register Software

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

6.2. Configure Microsoft SQL Server Settings

SQL tab enables you to configure Microsoft SQL Server Settings. The dialer uses the Contacts Connection String to connect to the required database and get the contact details.


Figure 15: Microsoft SQL Server Settings

1. In the Global Settings screen, click SQL tab.

2. In the Contacts Connection String field, enter the connection string of the database from which you want to dialer to retrieve the contact information.

3. Click Save.

6.3. Configure Email Server Settings

Email tab enables you to configure Email Server Settings.


Figure 16: Configure Email Server Settings

1. In the Global Settings screen, click Email tab.

2. In the Mail Server field, enter the IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.

3. In the Port field, enter appropriate port number. Default port number is 25.

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

5. In the Email Subject field, enter the subject for the email.

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

7. In the Notification Email field, enter the email address to send an email about call data once you complete a campaign. The data includes details like number of calls answered, unanswered and failed in that campaign.

8. In the User and Password fields, enter the username and password of your email address.

9. Click Test to send a test mail and check if you have successfully configured the email server settings.

10. Check Requires SSL check box if your server requires a secure connection to relay email.

11. Click Save to save the ‘Email Server’ settings.

6.4. View Installed Dialer Apps

Installed Dialer Apps tab display a list of CFD that have been installed for the dialer to use.


Figure 17: Installed Dialer Apps

6.5. Configure 3CX (Advanced) Settings

3CX tab enables you to configure ringing sound and timeout settings for 3CX.


Figure 18: 3CX (Advanced) Settings

6.5.1. Ringing

The Ringing section enables you to configure ringing sound settings.

• Mute Ring

1. In the Ringing section, check Mute Ring check box to mute the ringing sound.

2. Click Save to save the setting.

3. Click Test button to verify whether the ring is turned off.

• Unmute Ring

1. Uncheck Mute Ring check box to unmute the ringing the sound.

2. Click Save to save the setting.

3. Click Test button to verify whether the ring is turned on.

6.5.2. Timeouts

The Timeouts section enables you to configure call timeout settings.

1. In the Timeouts section and in the Get Call ID Attempts box, set the desired number so that if the call is not received, then the call attempts will be made as per the set number of times.

2. From the Drop call if no answer (seconds) box, set the desired number (in seconds) so that if the call is not received within the set number of seconds, then the call will be dropped.

3. Click Save to save the Timeout settings.

6.5.3. Prepend

The Prepend section enables you to configure ‘Prepend’ settings. When you call a number, the ‘Robo Dialer’ will add the ‘Prepend Digits’ to the beginning of your phone number. The ‘Strip Digits’ defines the number of prepend digits and you should set it manually.

1. In the Prepend section and from the Prepend Digits field, set the desired value so that when you attempt to call a number, the Robo Dialer will prepend the digit to your number.

2. In the Strip Digits box, set the value to the number of prepend digits.

3. Click Save to save the Prepend settings.

6.6. TTS Settings

Text-To-Speech (TTS) is a form of speech synthesis that converts text into spoken voice output. TTS Settings tab enables you to choose the desired type of TTS – Windows or Amazon Polly. The Microsoft text-to-speech voices are speech synthesizers provided for use with applications that use the Microsoft Speech API or the Microsoft Speech Server Platform. On the other hand, Amazon Polly is a Text-to-Speech (TTS) service that uses advanced deep learning technologies to synthesize speech that sounds like a human voice.

1. In the Global Settings screen, click TTS Settings tab.

2. From the TTS Type dropdown list:

i. Select Windows TTS if you want to create TTS using Microsoft Speech API and click Save.


Figure 19: Windows TTS

ii. Select Amazon Polly if you want to use create TTS using Amazon Web Services.


Figure 20: Amazon Polly

a. In the Amazon Id field, enter valid Amazon Id.

b. In the Amazon Key field, enter valid Amazon Key to login.

c. Click Save.

To know how to create Amazon Web Services (AWS) account and generate AWS access key ID and secret key id, click here.

7.Configure Campaigns

The dialer can dial only one campaign at a time. To create a campaign, you need to configure various parameters in each of the following tabs:

7.1. Create a Campaign

1. In the 3CX Dialer configuration screen, click Campaigns tab.

2. On the left hand side, in the Campaign field, enter campaign name.

7.1.1. Contacts tab

i. On the right hand side, click Contacts tab.

ii. In the Query field, type appropriate ‘SQL Query’ to retrieve the desired contact details from the database.

iii. Click Get Data button to view the contact data retrieved from the database.


Figure 22: Configure Contact Settings

You can configure any one or two or all of ‘Phone’, ‘Email’ and/ or ‘SMS’ so that the dialer responds accordingly.

iv. From the Phone dropdown, select the appropriate column name that represents the phone number so that the dialer uses the number specified in that column to make a call.

v. From the Email dropdown, select the appropriate column name that represents the email address so that the dialer uses the email address specified in that column to send the email message.

vi. From the SMS Text dropdown, select the appropriate column name that represents the SMS text so that the dialer uses the number specified in that column to send the SMS text.

vii. On the upper right corner of the screen, click Save to save the contact.

7.1.2. Audio tab

Audio tab enables you to choose ‘Text-To-Speech’ or ‘Pre-Recorded’ audio file to play the message when a dialer makes a call to the contact.

• Text-To-Speech

i. Check Scripted check box to enable ‘Text-To-Speech Audio’ to play as message when the dialer makes a call to the contact.


Figure 23: Audio: Text-To-Speech

ii. Type the text that you want the dialer to play as message when the contact receives the call. Click Help button to include appropriate column rows in your text so that the dialer uses the column data while performing ‘Text-To-Speech’.


Figure 24: Contact Row Columns dynamically created based on SQL Query

iii. Select appropriate column and click Copy to Clipboard.

iv. Place the cursor in the script area where you want to paste the column row and on your keyboard, press ‘Ctrl + V’ to paste.

v. Click Verify Script button to verify if you have created the script for the correct contact.

vi. Click Preview Message button to play the message for yourself so that you can hear what it sounds like and make necessary changes if required.

vii. On the upper right corner of the screen, click Save to save the ‘Text-To-Speech’

• Pre-Recorded

i. Check Pre-Recorded check box to enable ‘Pre-Recorded Audio’ to play as message when the dialer makes a call to the contact.

ii. From the Recordings list box, select appropriate pre-recorded audio file.

iii. On the upper right corner of the screen, click Save to save the ‘Pre-Recorded’ message.

iv. Add a new Pre-Recorded file

v. On the 3CX Dialer configuration screen, and in the Campaigns screen, click Audio tab.

vi. Check Pre-Recorded check box.

vii. Click Browse button and browse for the pre-recorded file that is located in your local system.

viii. Click Add button to add the pre-recorded audio file to the Recordings list box.

ix. On the upper right corner of the screen, click Save to save the ‘Pre-Recorded’ file to the Recordings list box.

7.1.3. Email tab

Figure 25: Configure Email Message

Email tab enables you to compose a Campaign Email that you want to send to the desired contact(s).

i. In the Subject field, enter the subject for the email.

ii. In the email text area, type the email message. Click Help button to include appropriate contact fields in your email text so that the dialer includes appropriate data in the email message.

iii. Select appropriate column and click Copy to Clipboard.

iv. Place the cursor in the email text area where you want to paste the selected contact field, and on your keyboard, press ‘Ctrl + V’ to paste.

v. Click Verify Email button to preview the email message and make corrections if necessary.

vi. On the upper right corner of the screen, click Save to save the email message.

7.1.4. SMS tab

SMS tab enables you to compose a SMS Text Message that you want to send to the desired contact(s).


Figure 26: Configure SMS Text Message

i. In the SMS text area, type the SMS Text Message. Click Help button to include appropriate contact fields in your SMS text so that the dialer includes appropriate data in the SMS text message.

ii. Select appropriate column and click Copy to Clipboard.

iii. Place the cursor in the email text area where you want to paste the selected contact field, and on your keyboard, press ‘Ctrl + V’ to paste.

iv. Click Verify Text button to preview the SMS Text Message and make corrections if necessary.

v. On the upper right corner of the screen, click Save to save the SMS text message.

7.1.5. Setup tab

Setup tab enables you to schedule the call for the desired contact. We can make three types of calls:

1. Appointment Reminder: Call the contact, play a message and solicit a response – 1 to confirm or 2 to be transferred to an extension. Typical use cases include a medical practice, or scheduled delivery, but it also could be for collections. For example, “to confirm your payment has been made, press 1, or to be connected with a customer service representative, press 2.”

2. Play Announcement: Call the contact, play a message and hang up. Typical use cases include public emergency notices, political campaign announcements, reminders, etc.

3. Transfer Call: Call the contact, and immediately transfer the call to an extension. This is used primarily for sales cold calls.


Figure 27: Schedule Dialer Call – Play Announcement

• Configure Dialer Call Setup

i. In the Setup tab and in the Dialing Times section, click Start time box and select the time at which you want to start the dialer.

ii. Click End time box to select the end time at which you want to end the dialer.

iii. In the Call Handling section, from the Transfer Call To Dialer App dropdown, select the desired option to which you want to send the dialer to.

iv. If you select Transfer Call To Dialer App as Play Announcement:

a. From the Total Max System Calls box, type or select the maximum number of active PBX calls so that when this number is reached, the dialer will not make calls.

If the entire PBX has this many active calls (Total Max System Calls) then the dialer will pause making calls. This setting is used to ensure that the dialer does not consume all the available 3CX simultaneous calls.
For example, if you want to be sure there are always 4 lines free for non-dialer calls and you have 16 SC 3CX license, then enter 12 for this value.

b. From the Max Dialer Calls dropdown, type or select the maximum number of simultaneous calls the dialer can make.

c. Check the Call Only Once (Don’t Retry) check box if you want the dialer to attempt the simultaneous call only once and does not retry.

v. If you select Transfer Call to Dialer App as Appointment, you need to configure Appointment Confirmation Settings as mentioned below:

Figure 28: Scheduler Dialer Call – Appointment

a. Under Appointment Confirmation Settings section, and from the Monitor Queue Extension dropdown, select the queue to which you want the dialer to transfer the contact.

b. From the Max Callers in Queue dropdown, type or select the maximum number of people permitted in the queue. Once this number is reached, the dialer will not make calls. In other words, this enables you to automatically pause the dialing if too many people are waiting in the queue.

When the Robo Dialer is configured to make appointment reminders, the contact is given the option to press 1 to confirm the appointment, or press 2 to be connected with a customer service representative. When they press 1 or 2 this information is written to a log file. The log file is save here:
C:ProgramData3CXInstance1DataVoiceapps

vi. If you select Transfer Call to Dialer App as TransferCall, you need to configure Transfer Call Settings as mentioned below:

Figure 29: Scheduler Dialer Call – Transfer Call

a. Under TransferCall Confirmation Settings section, and from the Monitor Queue Extension dropdown, select the queue to which you want the dialer to transfer the contact.

b. From the Max Callers in Queue dropdown, type or select the maximum number of people permitted in the queue. Once this number is reached, the dialer will not make calls. In other words, this enables you to automatically pause the dialing if too many people are waiting in the queue.

vii. In the Text-To-Speech section, from the Volume dropdown, select the type of volume you want the dialer to use while delivering the audio message to the contact.

viii. From the Rate dropdown, select the rate of speed of text-to-speech you want the dialer to use while delivering the audio message to the contact.

ix. From the Voice dropdown, select the type of text-to-phone-speech voice you want the dialer to use while delivering the audio message to the contact.

x. On the upper right corner of the screen, click Save to save the dialer call setup configuration.

7.1.6. Run tab

Run tab enables you to test, start, pause or stop the dialer call. Parameters like Total Active System Calls, Calls waiting in Queue, License Limit Usage and Overall Campaign Progress display details in live while the dialer call is in progress.

Figure 30: Run the dialer call

i. Click Start button to enable the dialer to run the call according to the parameters you set in Contacts tab, Audio tab, Email tab, SMS tab and Setup tab.

ii. Click Pause button if you want to pause the dialer in making further calls to the campaign.

iii. Click Stop to stop the dialer from making calls to the campaign.

iv. Check Test Only check box if you want to simulate the dialer call so that you can preview how the dialer makes the call.

v. Click Clear button to clear the call logs history.

vi. Click Delete All button to delete all the call logs.

8.Web Portal

The web portal is a ‘Contact Manager’ that helps you to manage contact details of your customers.

To access the ‘3CX Dialer’ 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 Dialer 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 31: 3CX Robo Dialer – Web Portal login

Manager and User Rights

1. As a ‘Manager’, you can:

i. View Contacts, Import and About screens.

ii. In the Contacts screen, you can search for a specific record from the grid, delete list name, add a new contact, add an appointment for a contact and specify action for an appointment.

iii. In the Import screen, you can import contacts from a CSV file into the central repository of contacts.

2. As a ‘Normal User, you can:

i. View only Contacts, and About screens.

ii. In the Contacts screen, you cannot select list name to delete.

8.1.Contacts Screen

Contacts screen enables you to search for a specific list, select list name to delete (only for ‘Manager’ role), add a new contact, add an appointment for a contact and specify action for an appointment.


Figure 32: Web Portal – Normal User login – Contacts screen


Figure 33: Web Portal – Manager login – Contacts screen

8.1.1. Add a Contact

i. In the Contacts screen and on the column header, click Add button.

ii. In the Company field, enter the company name of the contact.

iii. In the First Name and Last Name fields, enter the first and last name of the contact.

iv. In the Address 1, Address 2, City, State, Zip and Country fields, enter the address details of the contact.


Figure 34: Web Portal: Add a Contact

v. In the Phone field, enter the phone number of the contact.

vi. In the Mobile field, enter the mobile number of the contact.

vii. In the Email field, enter the email address of the contact.

viii. In the SMS field, enter the phone number of the contact to which you want to send the SMS message.

ix. Click Save to save the contact details.

8.1.2. Add an Appointment for a Contact

i. Click Expand button beside the contact to which you want to add the appointment.

ii. In the column header, click Add button to add new appointment for the contact.

iii. From the Appointment Type dropdown, select the type of appointment that you want to add for the contact.


Figure 35: Web Portal: Add Appointment for Contact

iv. From the Date Start calendar, select the start date and time at which the appointment starts for the contact.

v. From the End Date calendar, select the end date and time at which the appointment ends for the contact.

vi. The Appointment Status field automatically displays the appointment status.

vii. Click Save to save the appointment.

8.1.3. Specify Action for an Appointment

i. Click Expand button beside the contact to display the appointment for which you want to specify the action

ii. Click Expand button beside the appointment for which you want to specify the action.

iii. From the Date calendar, select date and time at which you want to perform the action.


Figure 36: Web Portal: Select Date for Appointment

iv. From Action dropdown, specify the desired action that you want to specify for the appointment.


Figure 37: Web Portal: Select Action for Appointment

v. Click Save to save the action for the appointment.

8.1.4. Delete List Name

i. Log into the ‘3CX Dialer’ Web Portal with ‘Manager’ credentials.

ii. In the Contacts screen, and from the Select list name to delete: dropdown, select the list name that you want to delete.


Figure 38: Delete List Name

iii. Click Delete button to delete the list. All the records with the selected List Name will be deleted.

8.2.Import Screen

You can access Import screen only as a ‘Manager’. Here, you can import contacts from a CSV file into the central repository of contacts.


Figure 39: Import Screen
8.2.1. Import Contact List

i. Log into the ‘3CX Dialer’ Web Portal with ‘Manager’ credentials.

ii. In the Import screen, beside Import File field, click Browse button to select the import file (.csv).

iii. In the List Name field, enter the name for the contact list.

If you do not specify List Name, then the contact will be created without a list name.

iv. Select the Delimiter option according to the one that you have specified in the import file (.csv).

Comma is the default delimiter

v. Click Get Fields button to load the CSV column headers into the CSV File list box.

vi. Move each one of the columns from the CSV File list box into the CSV Field list box by appropriately using and buttons such that the columns in CSV Field list box will match with those of Contact Field list box.

vii. If you want to overwrite existing contacts, check Update existing contacts check box.

Be sure to map the Name and Phone fields.

viii. Click Import button to import all the contacts from the CSV file into the central repository of contacts.

8.3.Site Settings Screen

To access co-branding features of the web portal, you should log in as a ‘3CX System Admin’ or an ‘Extension Group Manager’. As an agent, you will not be able to view the ‘Site Settings’ menu.

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 40: Site Settings Screen

8.3.1. Instructions to customize brand settings

1. In the Site Settings screen and in the Custom Branding Settings form, perform the following Branding 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 41: 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 42: Grid Color Palette

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


Figure 43: 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 44: 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 45: Custom Header Title Prefix

2. Once you perform desired customization, click Apply.


Figure 46: Display of Customized Brand Settings

3. To reset to default settings, click Reset.

9.Generate Amazon Associate Product Advertising API Keys

This section guides you through a detailed walk through of creating an AWS account, and generating AWS access key ID and secret key IDs.

9.1. Create Amazon Web Services (AWS) Account

1. Open web browser and in the address bar, type the url: https://portal.aws.amazon.com/

2. In the Sign-In page:

a). Click on Create a new AWS account.


Figure 47: AWS Account Signin Page

3. In the Create an AWS account page:

a). In the Email address field, enter valid email address that you want to use for your AWS account.

b). In the Password field, enter the password for your AWS account and then in the Confirm Password field, retype the password.

c). In the AWS account name field, enter the name that you want to use for your AWS account.

d). Click on Continue.


Figure 48: Create Login Credentials

4. In the Contact Information page:

a). Select the desired Account Type.

b). Enter appropriate details in all the Required Fields* – Full Name, Company Name, Country/Region, Address, City, State/Province or region, Postal code and Phone Number

c). In the Security Check field, enter the security code as displayed on the screen.

d). Check the AWS Customer Agreement check box to indicate that you have read and agreed to the terms of the ‘AWS Customer Agreement’.

e). Click on Create Account and Continue.


Figure 49: Create Account and Continue

5. In the Payment Information page:

a). Enter your Credit/Debit Card Number and Expiration Date details so that AWS can bill your credit or debit card for the usage of AWS products that are not covered by the Free Tier.

b). Click on Secure Submit and provide respective details for authentication.


Figure 50: Enter Payment Information

6. In the Phone Verification page:

a). From the Country/Region code dropdown, select desired country.

b). In the Phone number field, enter your phone number so that AWS can authenticate.

c). Enter the Security Check captcha as displayed on the screen.

d). Click on Call Me Now to immediately receive a call by an automated system.


Figure 51: Generate Automated Call

e). In the Call in progress… popup, 4-digit pin is displayed.


Figure 52: Note PIN and enter in telephone key pad

f). When you receive a call from AWS, answer the call and when prompted, enter the 4-digit number on your phone keypad.

g). Once your identity verification is complete, the screen displays the message as, ‘Your identity has been verified successfully.’


Figure 53: Identity successfully created

h). Click on Continue to select your Support Plan.

7. In the Select a Support Plan page, select the desired support plan. Basic is the default plan and it is free.


Figure 54: Support Plans

8. In the Welcome to Amazon Web Services page, click on Sign In to the Console to navigate to the ‘AWS Sign In’ page.


Figure 55: Navigate to AWS Signin Page

9.2. Generate Amazon Web Services (AWS) Access Key ID and Secret Key ID

1. In the Sign In page:

a). Enter the E-mail that you have just created while creating your AWS account and click Next.


Figure 56: Enter your AWS account email address

b). Enter the Password of your AWS account and click on Sign in.


Figure 57: Enter Sign in Credentials

2. On the menu bar, click the down arrow beside Services.


Figure 58: Services

3. Under Security, Identity & Co… section, select IAM.


Figure 59: Security, Identity & Co… – IAM

4. Click the down arrow beside Delete your root access keys and then click on Manage Security Credentials.


Figure 60: Delete your root access keys

5. In the popup message box, click on Continue to Security Credentials.


Figure 61: Continue to Security Credentials

6. In the Your Security Credentials page, click on Access Keys (Access Key ID and Secret Access Key)


Figure 62: Access Keys (Access Key ID and Secret Access Key)

7. Click on Create New Access Key.


Figure 63: Create New Access Key

8. In the Create Access Key pop up, click on Download Key File to download the key file that contains the key ID and the secret access key.


Figure 64: Download Key File

9. Once the file downloads, click on Save to save the rootkey.csv file.


Figure 65: Open with Notepad

10. To open and view the rootkey.csv file, click Open.


Figure 66: Save rootkey.csv file

11. The rootkey.csv file displays as shown in the image below:


Figure 67: rootkey.csv file

12. The Your Security Credentials page will now display your Access Key ID. You can now use your AWS Access Key ID and AWS Secret Key ID to use on your website to link Amazon associate program to the products that you want to put on your website.

You can see only your Access Key ID in your AWS account, but you will not see your Secret Key ID ever again. Hence, ensure that you will never lose your downloaded key file.


Figure 68: Access Key ID created

10.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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