1.Introduction

If you need to classify the purpose or result of your phone calls, 3CX Wrap-up Codes can help. When you make or receive a phone call, a popup will display that enables you to select from a pre-defined list of codes. For a support department, you may use codes like “Installation issue”, or “Hardware issue”, while a sales department may want to classify the call as a “follow-up” or “New lead”. The ability to classify and track where you are spending your time enables you to better fine-tune your organization.

2.Prerequisites

Before installing ‘3CX Wrapup Codes’, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX Version V16 and V18 (Windows Only)

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

3. Microsoft SQL Server 2016 or above (Including the free SQL Express edition) (Instructions)

4. Internet Information Server (IIS) 7.0 or above (Instructions)

5. .Net 4.7.2 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 Wrapup Codes’ on-line at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.

 


Install Prerequisites

There are a number of prerequisites that must be installed prior to installing ‘3CX Wrapup Codes’. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Wrapup Codes

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


Register your License Key

You must register your license key while installing ‘3CX Wrapup Codes-Server’ application so that ‘3CX Wrapup Codes-Client’ application will also be activated. 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 Wrapup Codes

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 Unblock to unblock the zip file and then select Extract All to extract the software

Step 3: Start the installation process

1. From the extracted folder, find the file 3CXWrapupCodesServerInstaller.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 Wrapup Codes 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 Wrapup Codes’ 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 Wrapup Codes’ 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 Wrapup Codes’ 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 Wrapup Codes’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Wrapup Codes’ 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 Wrapup Codes is installed, you will need to configure SQL Server to allow remote connections


Figure 6: Connection Properties

3. Enter the login credentials.

Ensure that you mention the database same as what you mentioned while installing client application.

a. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as “VoIPToys” or “VoIPTools” 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 Wrapup Codes, 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 Wrapup Codes 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: Close the Application

Once the installation is complete, click Close


Figure 10: Close Application

5.Web Portal

To access the ‘3CX Wrapup Codes’ 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 Wrapup Codes Web).

Users with only ‘Manager’ role can log into the ‘3CX Wrapup Codes-Server’ application.

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 11: 3CX Wrapup Codes Web Portal Login

5.1.License

Registration is required to enable your software. On registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated. 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, and reminders if your key is reaching the renewal date.

On registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated.


Figure 12: Software Registration

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

2. Click Register.

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

5.2.Codes

Wrapup codes are a quick way of summarizing the interaction in the call between the customer and the agent. From here, you can create and activate/inactivate a wrapup code. A wrapup codes can be either independent, or can be setup to have parent and child codes. Only the active wrapup codes will be available for the agent while in call with the customer. The Wrapup Codes section of the screen displays a tree view of the active parent-child wrapup codes.


Figure 13: Codes Screen

5.2.1. Create Wrapup Code

1. In the Codes screen, and on the column header, click the Add button.

2. In the Child field, enter the name of the wrapup code and then at the footer of the Codes window, click Save to save the wraup code.

3. If you want the wrapup code to be available for use, check Active check box.

Only active wrapup codes display in the ‘Wrapup Codes’ section.

5.2.2. Create Child Code and Associate To Parent Code

1. On the column header, click the Add button.

2. In the Child field, enter the name of the new child wrapup code.

3. From the Parent dropdown list, select the desired wrapup code that you want to associate as parent to the child code.

The parent dropdown list displays only active codes.

4. To make the child code available for use, check Active check box and then at the footer of the Codes window, click Save .

5.2.3. Associate Child Code to an Existing Child Code

1. On the column header, click the Add button.

2. In the Child field, enter the name of the new child wrapup code.

3. From the Parent dropdown list, select the desired child wrapup code to which you want to associate current child code.

4. To make the child code available for use, check Active check box and then at the footer of the Codes window, click Save .

5.2.4. Activate/Inactivate a Wrapup Code

1. To activate a wrapup code so that it can be available for use, check the Active check box beside the desired code and then at the footer of the Codes window, click Save

1. To inactivate a wrapup code so that it cannot be available for use, check the Inactivate check box beside the desired code and then at the footer of the Codes window, click Save

You cannot delete a wraup code. You can only activate or inactivate by checking or unchecking the ‘Active’ checkbox. When you inactivate a parent code, all the child codes associated to it will be unavailable for use.

5.3.Reports

The Reports screen displays all the call logs related to the logged-in agent. As a manager, you can export the data in various formats including pdf, xls, xlsx, rtf or csv.


Figure 14: Reports Screen

Extension Agent Extension
Agent Name Agent First & Last Name
Agent Dialed Number The number from which the agent dialed
Call Type Type of Call (Inbuond/Outbound)
Notes The notes information associated to the wrap up code
Codes The wrapup code associated to the call
Call Start Date & time at which call started
CallerId Number The number of the caller.
Note: If it is an outbound call then the field remains blank.
CallerId Name The name of the person who initiated the call.
Note: The ‘CallerID Name’ displays only if 3CX recognizes the caller name. Else, the field remains blank.
Caller Dialed Number The number to which the caller calls.
Queue Name The Queue Name that is assigned to the number in 3CX
Call End Date & time at which call ended.

5.3.1. Group By Column

1. In the column header, point to the column header using which you want to group by and display the report, and then drag the column to the space above the column header.


Figure 15: Report: Group By Column

2. The Reports screen displays the report by grouping the column you have selected and dragged.

5.3.2. Export Report

1. Enter the search criteria in the filter row or group by desired column to display the desired information of the report.
2. Click appropriate export button to export the logs in your desired format.


Figure 16: Export formats

5.4.Settings

The Settings tab enables you to configure FQDN and port settings for client application so that it can communicate and display popups for calls.


Figure 17: Settings Screen

1. In the Settings screen, and in the FQDN field, enter the ip address of the server in which Relay is installed.

2. In the Port field, enter the relay port number through which ‘3CX Wrapup Codes’ communicates with relay services running on 3CX Server.

3. If you want to integrate ‘Power Dialer’ with ‘Wraup Codes’ then, check Integrate Power Dialer check box.

If you choose to integrate Power Dialer with Wrapup Codes then, both the applications should be present/installed on the same server.

4. Click Save.

If you are not connected through office vpn network then, ensure the following:

  • Enable 7750 port in firewall where the server application is installed to avoid connection interruption between the client and server applications.
  • Enable 8800 relay port in firewall where the server application is installed so that the application recognizes where the user answered the call or not.

6.Support

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

• Support Hours (USA and India)

Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.

• Windows Event Log (Applications and Services > VoIPTools)

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

• Forums

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

• Submit a Bug

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

• Live Chat

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

• Email

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

• Phone

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

• Support Services

Free Support:

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

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

Paid Support:

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

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