3CX Voicemail Manager User Guide

1.Introduction

Sometimes it’s just easier, or more private to see your voicemails as text. With 3CX Voicemail Manager you can have your voicemails transcribed and sent to you as an email automatically. Using the included web portal, you can search the text of voicemails, or filter voicemails using the built-in query manager. In addition, you can archive your transcriptions in a SQL database. You can even setup a retention policy to automatically delete old voicemails. The new voicemail ‘Escalation’ feature ensures you never have an important voicemail go unheard, and the ‘Distribution’ feature makes it easy to push a voicemail to distribution groups.

1.1. What is 3CX Voicemail Manager?

With 3CX Voicemail Manager you can automatically forward voicemails to distribution groups, monitor specific extension group to escalate unheard voicemails to the designated email addresses, receive text transcriptions of your voicemails, archive (compress) voicemails, filter voicemails using the built-in query manager and access your voicemails remotely using a simple web portal.

1.2. Why 3CX Voicemail Manager?

1. Forward voicemails to distribution groups automatically

2. Save voicemail transcriptions in a searchable database

3. Provide easy access to voicemails using a web portal

4. Enable users to search, play, copy, email, forward, and delete voicemails

5. Manage disk space through compression and automated voicemail retention policies

6. Automatically receive voicemail transcriptions (along with the recording) as an email

7. Escalate voicemails to managers if not heard within the specified period

8. Email voicemails in MP3 format (significantly smaller than WAV)

9. Optionally remove offensive words from transcriptions

10. Login to portal using 3CX extension and PIN

11. View voicemails of members of extension groups if you are assigned ‘Manager’ role.

12. Uses Bing Speech for voice to text transcriptions

1.3. How to use 3CX Voicemail Manager?

3CX Voicemail Manager is a onetime installation process. Once you install it, the product will automate its function to help you forward voicemails to distribution groups, receive text transcriptions of your voicemails, archive (compress) voicemails, and access your voicemails remotely using a simple web portal.

3CX Voicemail Manager uses Microsoft Bing for transcription services, for which you need to setup an account with Microsoft.

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 Voicemail Manager:

1. 3CX Version 15.5 – 16

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 and above

5. .Net 4.6.2 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 Voicemail Manager 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 Voicemail Manager. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Voicemail Manager

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


Register your License Key

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


Configure Email, Retention and other policies

To control the access and storage of 3CX Voicemails, you need to configure certain policies so that the activities happen automatically.

4.Step By Step Installation Procedure

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

Step 1:  Download 3CX Voicemail Manager

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 3CXVoicemailManagerInstaller.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 Voicemail Manager 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 Voicemail Manager’ 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 Voicemail Manager’ 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 Voicemail Manager’ 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 Voicemail Manager’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Voicemail Manager’ 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 Voicemail Manager 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 Voicemail Manager, 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 Voicemail Manager 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

5.3CX Voicemail Manager Configuration Screen

5.1. License tab: 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.


Figure 11: License Screen

1. On the 3CX Voicemail Manager Configuration screen, in the License tab, enter your registration information in all the required fields (Note the red dot denotes a required field).

2. Click Register

3. Click OK

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

5.2. SQL tab: Save Voicemail information in SQL Server

1. In the SQL tab, under SQL Server section, check Save voicemail details in SQL check box to save the voicemail information in Microsoft SQL Server.

2. Click Import button to add existing voicemails to the web portal and archive the voicemails (if the archive option was selected from the Retention tab). While the location where 3CX stores voicemails is not modifiable, you can choose the location where voicemails should be archived.

3. “Processing Complete” confirmation message box appears. Click OK.


Figure 12: SQL Screen

If you have a large number of existing voicemails, you may want to wait until after business hours to select this option. Processing a large number of voicemails may impact the performance of 3CX.

5.3. 3CX tab: Set Manager Rights, Voicemail Path, Authentication

3CX Voicemail Manager integrates directly with 3CX. For example, the web portal uses your extension and voicemail PIN for login authentication. If permitted, access to voicemails other than your own is controlled by extension group membership and whether you are an extension group Manager. 3CX System Administrators always have access to all voicemails.


Figure 13: 3CX Screen

5.3.1. Manager Rights

• Under Manager Rights section, check Allow Managers to access Extension Group member’s voicemails check box to permit 3CX Extension Group Managers to view the voicemails for every member of their extension group. Non-managers can only see their own voicemails.

5.3.2. Voicemail Path

• Under Voicemail Path section, browse and set the location where you want the original voicemails to be stored. By default, the location is:

“C:ProgramData3CXDataIvrVoicemailExtensions”.

You should NOT change the path to the 3CX voicemails unless you are running 3CX Voicemail Manager on a computer other than the 3CX server. Remember 3CX Voicemail Manager by default runs with the credentials of a local user (VoIPToys). You must ensure this user has read rights to this folder or provide alternative authentication.

5.3.3. Authentication

If you have installed “3CX Voicemail Manager” on a remote computer you will need to create a Windows share pointing to the voicemail path, and provide authentication credentials to access the share. If you are using a firewall on your 3CX server, you may need to create a firewall exception to permit remote access to the share.

1. Under Authentication section, check Requires local Windows credentials box to provide local user rights on the remote server.

If your file share resides on a remote server, and the two servers are not members of the same Active Directory Domain, you will need to provide local user rights on the remote server.

2. In the 3CX Server field, enter the Fully Qualified Domain Name (FQDN) or IP address of the 3CX server.

3. In the User Name field, enter username for authentication.

4. Enter password.

5. Click Test button to test whether the credentials provided have access to the voicemail path.

6. Click Save to save the details you entered.

5.4. Email tab: Setup Email Server

3CX Voicemail Manager can email your voicemails, along with a text transcript to you automatically. You have 3 choices:


Figure 14: Email Screen

• Email voicemails to the owner of the voicemail, or

• Also email all voicemails to a single email address, or

• Do not email voicemails

5.4.1. Email Server

1. Under Email Server section, check Email Voicemail Transcript check box if you want to email Voicemails and optionally include a text transcript

2. In the Email Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server. Examples: smtp.gmail.com or 192.168.1.20

3. In the Port field, enter the port number. The default value is 25. For Gmail/ Google Apps use port 587

4. In the Email From field, enter the email address to use as the “from” email address. Note that your SMTP server may require a valid email address be used. For example: no-reply@mydomain.com

5. In the Email Subject field, enter the emails subject. The default subject is “New Voicemail from [CALLERID], [DATE], [TIME]”. You can include any of the 3 available replaceable variables [CALLERID],[DATE] or [TIME]. Placing these exact string variables in the subject line will cause the variables to be replaced with the current caller information.

6. In the Alt Email field, enter an email address (example: user@mydomain.com) if you want all voicemails sent to a single email address. To only have emails sent to the owner of the voicemail, leave this field blank.

5.4.2. Requires Authentication

1. Check Requires Authentication check box if your mail server requires authentication to relay emails.

2. Enter credentials in the User ID and Password fields. You can click button to display password characters.

3. Select Requires SSL/ TLS check box if your mail server requires a secure connection – Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps and Microsoft 365 require a secure connection.

4. Click Test button to confirm whether 3CX Voicemail Manager can send emails. For this, temporarily enter an email address in the Alt Email field and press Test button. You may need to make configuration changes to your mail server to permit the relay of emails from 3CX Voicemail Manager.

Sending mail within your domain may not require authentication, while sending outside your domain may require authentication.

5.4.3. Voicemail to Email

• Check Attach voicemail using MP3 format (much smaller than WAV) check box to email the .MP3 version.

• Because voicemails can be very large, 3CX Voicemail Manager can first make a copy of the voicemail and then convert the copy to .MP3 format and email the .MP3 version.

• The MP3 is often is 1/7 the size of the original voicemail. This conversion does result in a small loss in audio quality. However, the original voicemail can be heard or downloaded from the web portal unless it was deleted by the retention policy, the owner or an administrator.

5.5. Retention tab: Configure Retention Policy

3CX Voicemail Manager can be configured to automatically delete old voicemails, thus helping to conserve disk space. It can also automatically convert voicemails to MP3 format and save the voicemails at an alternate location (for example: external USB or Network Attached Storage NAS device). You can also have voicemails deleted after emailing the voicemail.


Figure 15: Retention Screen

5.5.1. Delete Policy

1. Check Delete voicemail after sending email check box to instruct the 3CX Voicemail Manager to delete the voicemail after emailing the voicemail as an attachment.

Great care should be taken when selecting this option. There is no guarantee that the email will not be blocked by spam filters, or exceed the maximum attachment size permitted by the receiving mail server.

2. Check Delete voicemail if older than: check box if you want 3CX Voicemail Manager to automatically delete voicemails that are older than the specified number of days.

3. Enter the number of days in the Days field so that all the voicemails older than the number of days specified will be deleted. The current date is compared with the date the voicemail was created. All voicemails older than the number of days selected will be deleted. This setting is for all voicemails made by all extensions.

If you choose to archive voicemails, the archived version of the voicemail will not be deleted.

4. Enter time in the Delete at field so that the voicemails will be deleted once a day at the specified time (except for voicemails deleted after email which happens immediately).

5. Check Remove Voicemails from SQL based on Deletion settings check box if you want the deleted voicemails to be also deleted from SQL. Deleting the records from SQL will remove any history for the voicemails in the web portal.

5.5.2. Archive Policy

1. Check the Archive check box if you want to make a compressed (MP3) copy of all voicemails.

2. In the Archive Path field, enter the location where you want to store all the archived voicemails. Archived voicemails will be saved in .MP3 format and are NOT affected by the Delete Policy.

3. Use the browse button to browse to the location where archived voicemails will be saved.

3CX Voicemail Manager by default runs with the credentials of a local user (VoIPToys). If you choose to save archives on a different server, will need to adjust permissions on the archive folder, or change the credentials used by 3CX Voicemail Manager’s:

• Windows service

• IIS application pool

5.5.3. Offensive Word Policy

Check Remove offensive words from transcriptions check box if you want to avoid offensive words from transcriptions.

5.6. Transcript tab: Configure Transcription Settings

The accuracy of voice recognition can be greatly affected by a number of factors. For example, the quality of the recording, background noise, volume of the speaker, and the speech patterns of the speaker can all have a significant impact on the accuracy of the transcription. 3CX Voicemail Manager sends voice transcriptions to VoIPTools servers where we process the audio based on various providers on the back end. . At times the transcriptions will be highly accurate, and at other times the transcription may be fairly inaccurate.


Figure 16: Transcript Screen

Privacy Note:

VoIPTools does not keep a copy of your voicemail or the transcribed text, but will only record that a transcription has happened for billing purposes. VoIPTools charges as per transcription fee. The current rate, which is subject to change, is $0.08 per transcription. There is no charge for blank transcriptions or failed requests.

5.6.1. Speech Transcriptions

VoIPTools Speech Transcriptions will transcribe a full 2 minute voicemail. You must have accepted our billing agreement to use this service.

1. In the Transcript tab and under Speech Transcriptions section, check Enable VoIPTools Speech Transcript check box. Warning message appears.

2. At the footer of the screen, click Save to enable ‘Speech Transcription’.

VoIPTools does not keep a copy of your voicemail or the transcribed text, but only a record that a transcription happened for billing purposes.

5.7. Escalation tab: Configure Voicemail Escalation

While 3CX Extension Managers administer the escalation feature using the web portal, there is one default settings: ‘Sleep Seconds’ that can be changed here. This setting instructs Voicemail Manager to wait a number seconds before processing a new voicemail. 3CX caches the entire voicemail in memory until the caller hangs up, or the maximum voicemail length is reached, then the entire voicemail is written to disk. This process usually takes a few milliseconds, but it’s a best practice to give the operating system time to finish writing the file and release the lock on the file before attempting to attach the recording to an email.


Figure 17: Escalation Screen

5.7.1. Configure Sleep Seconds

• Under Voicemail Escalation section, in the Sleep Seconds field, enter the number of seconds so that the Voicemail Manager can wait for the specified time before processing a new voicemail.

Most of the configuration options for voicemail escalation have been moved to the web portal.

5.8. Portal tab: Configure Portal Settings

The 3CX Voicemail Manager web portal enables you to easily find voicemail using the built-in query manager. From the portal, you can listen to, download, email, forward, and delete voicemails.

From here, you can connect to web portal, select Default Time Zone, Culture and Authentication method.


Figure 18: Portal Screen

5.8.1. Default Time Zone

You can set the default time zone used when displaying dates and times. The portal will automatically update the display of the underlying UTC date/ time stored in the database to the selected time zone. The default time zone can be overridden by each user in the recording browser screen by selecting the desired time zone from the combo box.

1. From the Default Time Zone dropdown, select appropriate time zone.

2. Click Save to save the time zone.

5.8.2. Display Culture

You can set the default display culture used when displaying dates and times. The portal will automatically update the display of the underlying UTC date/ time stored in the database to the selected culture. This setting also controls the transcription language. This is a global setting.

1. From the Display Culture dropdown, select appropriate language. The default language is English-US.

2. Click Save to save the culture.

5.8.3. Authentication

The ‘Authentication’ setting allows you to control what 3CX password is used to authenticate your credentials. You can select either you voicemail PIN, web client password, or the phone authentication password. The default setting is voicemail PIN.

1. From the Authentication section and under 3CX Passwords, select the type of authentication using which you want to be authenticated.

2. Click Save to save the Authentication method.

5.9. Windows tab: 3CX Voicemail Manager Windows User


Figure 19: Windows Screen

If you wish to run 3CX Voicemail Manager as a user other than the default local VoIPTools user, you can specify the desired user here. To apply this change, you need to perform several tasks:

1. Change the 3CX Voicemail Manager IIS Application Pool login user

2. Recycle the IIS Application Pool and Website

3. Change the 3CX Voicemail Manager Windows Service login user

4. Grant the user “Login as a service” right

5. Restart the 3CX Voicemail Manager service

5.9.1. Windows Authentication

1. Check Requires specific Windows credentials check box to enter login credentials for Windows Authentication.

2. In the Domain Name field, enter the Windows Domain Name

3. In the User Name field, enter the Network (domain) user name

4. In the Password field, enter Network (domain) Password

5. Click Apply

•If you check the check box, the system allows you to enter login credentials for windows authentication. These details will be updated in the database.


•If you uncheck the check box, the system resets the login data and the login credential values in the database will be changed as ’null’.

5.10 Check for Updates

The Check for Updates button at the footer of the configuration screen enables you to easily download the latest version of 3CX Voicemail Manager. If a newer version of 3CX Voicemail Manager 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.

6.Web Portal

To access the ‘3CX Voicemail Manager’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX Voicemail Manager’ Web).

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. Click Login button to login to your account.


Figure 20: 3CX Voicemail ManagerWeb Portal Login

Setting up Voicemail Manager

The 3CX Voicemail Manager Web portal enables you to easily find voicemails using the built-in query manager. From the portal you can listen to, download, email, forward, and delete voicemails.

• Requirements

Internet Information Server (IIS) version 7 or above is required. IIS is free, and can be installed on all versions of Windows including Windows 7 and above.

• Web Portal URL

The default URL for accessing the web portal is http://localhost:5650/Login.aspx The port number 5650 is arbitrary and can be changed in IIS if desired.

• VoipToys Local User Account

The installer automatically creates a 3CX Voicemail Manager website in IIS. A local user account named “VoIPToys” is created, and the site is configured to use this account. The default password for the VoIPToys user is “VoIPToys”. Normally you will never need to interact with this account. However, if you archive voicemails on a different server, you may need to change this account to a domain account with rights to the archive folder. To change the user account used by 3CX Voicemail Manager, use the “Windows” tab to update the user.

6.1.Voicemails Screen

1. Selecting the Voicemails menu option displays the list of all the call records made by the caller to other extensions along with other details like caller name, call duration, created time, notified time, heard time, transcription, voicemail, and archive.

2. Display Time Zone drop down enables you to select appropriate time zone to view the time details accordingly.

3. Create Filter button enables you to create a filter that displays qualified records based on the search criteria.


Figure 21: Voicemails Screen

6.1.1. Create Filter

The Filter in 3CX Voicemail Manager uses built-in query builder which enables you to design more complex queries. To create a filter:

1. In the Voicemail tab, on the left hand corner of the screen, click Create Filter link. An easy to use query builder displays.

2. Design more complex queries by making use of the options provided in the builder.

6.1.2. Listen to Voicemail

You can listen to the original wav file if it has not been deleted by the owner, administrator, or retention policy, or you can listen to the archived version (if archiving voicemails is configured).

To listen to voicemail from within the browser, your web browser must support HTML5 Audio. The current version of all major browsers supports this feature. For older browsers you can download the voicemail and play it from your computer.

1. Click play button beside the voicemail.

2. In the Play Recording dialog box, you can play, scrub, mute, and adjust the volume of the voicemail.

6.1.3. Email Recording

You can email the voicemail recordings to specific email addresses when required. Because voicemails can be very large, consider sending the archived version of the voicemail. This version of the voicemail is saved in .MP3 format which is much smaller and therefore less likely to be blocked by email servers because the voicemail exceeds the maximum email attachment size.

1. On the Play Recording dialog box, click Email Recording button.

If 3CX Voicemail Manager cannot find the voicemail, the play button will not display.

2. In the To and From fields, enter email addresses where you want to mail the recordings.

3. Enter a brief subject and message in the Subject and Message field respectively.

6.1.4. Download Recording

On the Play Recording dialog box, click Download Recording button to copy the voicemail from the server to your computer.

6.1.5. Delete Voicemail

This option only deletes the original voicemail (.wav file). Archived voicemails cannot be deleted through the web portal.

Deleting voicemail through the web portal will also delete the original voicemail from 3CX and 3CX Phone.

6.2.Distribution Screen

The Distribution feature makes it easy to designate a standard 3CX voicemail box as a “group” voicemail box. When a voicemail is saved in a group voicemail box, the voicemail is automatically pushed to the extensions listed in the distribution group. This is a great way for the company CEO to send a voicemail message to all employees, or for a manager to send a voicemail to everyone in their group.


Figure 22: Distribution Screen

6.2.1. Add/Edit Group

The Add/ Edit Group button displays a dialog box where you can designate a new or edit and existing voicemail box. The extensions that you assign to the group voicemail box will receive a copy of voicemails saved in the group voicemail box.

1. On the tab bar, in the Distribution tab, click Add/ Edit Group button.

2. In the Add/ Edit Group dialog box, from the Group Voicemail dropdown, select the extension to set as admin for the group voicemail box.

3. In the Group Name field, enter the name of the group voicemail box.

4. In the Description field, enter the description for the group voicemail box.

5. From the Group Members list box that lists all the user extensions defined in 3CX, select the extensions that you want to assign as a member of the group voicemail box.

6. Click Save button to create the new group voicemail box, or save any changes to an existing group voicemail box.

6.3.Escalation Screen

With the Escalation feature, you can ensure important voicemails never go unheard. This feature makes it easy to automatically escalate unheard voicemails to the designated email addresses. For example, you can escalate sales voicemails to the sales manager when salesperson is on vacation. Simply create a “Sales” extension group in 3CX, assign all the sales extensions to this group, then configure the group for escalation. With escalation, any extensions in this group will be monitored for unheard voicemails. If an unheard voicemail is detected, the voicemail will be escalated automatically to the designated email addresses.


Figure 23: Escalation Screen

6.3.1. Create an Escalation

1. On the tab bar, in the Escalation tab, click Add Escalation button.

2. From the Extension Group drop down, select the extension group that you want to monitor.

3. In the Expire field, enter the time (in minutes).

4. In the Emails text box, enter one or more email addresses separated by commas, to which you want to mail the escalated voicemail.

5. Click Save to save the changes.

Restart service after adding/ changing an Extension Group to monitor.

6.4.Reports Screen

1. The Reports screen enables you to export data in various formats available.

2. Only the user with ‘Manager’ role can view ‘Reports’ screen.

3. The data represents voicemail logs of all the callers.

4. Filter link on the left hand corner of the screen uses built-in query builder that enables you to filter call records by designing complex queries.


Figure 24: Reports Screen

6.4.1. Export Voicemail Log

The Reports screen displays list of all the voicemail records placed by the callers. The log contains details including Caller Name, Call Duration, Flags, Created date & time, Heard date & time, Notified date & time, File Name and Voice Text.

As a ‘Manager’, you can export the data in various formats including csv, xls, xlsx or pdf.

1. Select the Reports tab to view the call log records. You can filter the data displayed or exported by entering criteria in the adhoc row.

2. Click appropriate export button to export the logs in your desired format.

6.5.Settings

Settings tab enables you to customize the branding settings. From here, you can change header gradient color, grid color, add logo to the header and edit header title (add a prefix to Voicemail Manager – header title). You can also transcribe all voicemails to the desired extensions.

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

1. Site Settings

2. Transcribe Settings

6.5.1. 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 25: Settings Menu

Custom Brand Settings

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


Figure 26: 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 27: 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 28: Grid Color Palette

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


Figure 29: 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 30: 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 31: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 32: Display of Customized Brand Settings

6.5.2. Transcribe Settings

Transcribe Settings enable you to transcribe all the voicemails for the desired extensions.


Figure 33: Transcribe Settings

• Instructions to Transcribe Voicemails:

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

2. In the Transcribe Settings form, check the check boxes beside all the desired extensions for which you want to transcribe all of its voicemails.

3. Click Update.

4. In the Success message box, click OK.


Figure 34: Success message

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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