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 locate the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

Step 2:  Install Prerequisites

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Wrapup Codes’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1). Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.


Figure 1: Prerequisites Setup Wizard

2). In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.


Figure 2: Select Prerequisites to Install

3). The installer will download and install the selected applications.


Figure 3: Prerequisites Installation in progress

4). If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.


Figure 4: SQL Server Express: Accept License Terms

5). In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.


Figure 5: SQL Server Express: Target Location

6. Once the prerequisites are installed successfully, click Close.


Figure 6: SQL Server Express: Installed Successfully

7. Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next


Figure 7: Microsoft SQL Server Management Studio: Installation in progress

8. In the confirmation message box, click Yes to reboot the computer.


Figure 8: SQL Server Express: Reboot your computer

Step 3: Start the installation process

1). After all the prerequisites are installed, the 3CX Wrapup Codes Setup Wizard appears. Click Next to Continue.


Figure 9: 3CX Wrapup Codes Setup Wizard

2). On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Wrapup Codes’ will be installed. Note that you cannot change the path.


Figure 10: Installation Folder Location

3). Click Next to continue.

Step 4: Test Relay Settings

1). In the 3CX Relay Services window, in the Relay Host field, enter the IP address or FQDN of your 3CX server.


Figure 11: Test VoIPTools 3CX Relay settings

2). To maximize security, we strongly urge you to configure the Relay and 3CX Wrapup Codes to use of https (TLS encryption).  To use TLS security, ensure the Relay Port is set to 8801 and the Protocol to HTTPS.  However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.


Figure 12: Relay Protocol

3). Click Test Relay Settings to confirm ‘3CX Wrapup Codes’ can communicate with the Relay services running on the 3CX server.

If the test was unsuccessful: 

(1) confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
(2) confirm that you have entered the correct IP address / FQDN for the 3CX server.
(3) confirm that 3CX Wrapup Codes and the Relay are using the same port and protocol.

4). 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. If the test fails, you will not be able to continue until communication with the relay is established.


Figure 13: Success message box

5). Click Next to continue with the installation.

Step 5: Configure the database

When configuring 3CX Wrapup Codes, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server (How-to configure SQL Server to permit remote connections), or a local instance running on the VoIPTools server.

1). On the SQL Database window, in the Server field, select the desired instance of SQL Server

We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.


Figure 14: SQL Authentication

2). To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.

3). In the Username and Password fields, enter valid SQL login account credentials


Figure 15: Configure Database

4). To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.

5). In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Wrapup Codes, select the existing database name from the list.

6). Click the Test Sql Connection button to confirm connectivity to SQL Server and then click Next to continue.


Figure 16: Test SQL Connection

Step 6: Installing 3CX Wrapup Codes

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


Figure 17: Install 3CX Wrapup Codes

2). The application installation progresses.


Figure 18: Installation of ‘3CX Wrapup Codes’ in Progress

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


Figure 19: Installation Complete

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 20: 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 21: 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 22: 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 23: 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 24: 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 25: 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 26: 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. From the Protocol dropdown list, select desired option.

To maximize security, we strongly urge you to configure the Relay and 3CX Wrap-up Codes to use HTTPS (TLS encryption). To use TLS security, ensure that the Relay Port is set to 8801 and the Protocol to HTTPS. However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.

4. 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.

5. 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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