The 3CX IP PBX Tutorial
By Matthew M. Landis and Robert Lloyd
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The 3CX IP PBX Tutorial - Matthew M. Landis
Table of Contents
The 3CX IP PBX Tutorial
Credits
About the Authors
About the Reviewer
Preface
What this book covers
What you need for this book
Who this book is for
Conventions
Reader feedback
Customer support
Errata
Piracy
Questions
1. Getting Started with the 3CX Phone System
About the company—3CX
What the 3CX Phone System is
Hardware versus software phone systems
Linux Asterisk versus Windows 3CX
3CX Free versus 3CX Commercial edition
Major components of the 3CX Phone System
3CX Phone System
The navigation pane
Drop-down menus
Quick launch toolbar
3CX Phone
3CX Assistant
3CX VoIP Client
3CX Call Reporter
3CX Gateway for Skype
3CX Hotel module
Some characteristics and features of 3CX
Easy to use
Open and vendor independent
Windows-based
What the 3CX Phone System is not
3CX is not expensive
3CX is not a Cisco level of maturity product
3CX is not a turnkey hardware phone system
3CX is not done
3CX does not have key system
replacement features
3CX integration with Microsoft Office Communications Server is not supported
3CX currently does not have the ability to do multi-tenant
3CX does not do multiple languages simultaneously
Summary
2. Downloading and Installing 3CX
What you will need
Your 3CX server hardware requirements
Choosing a Windows operating system
Starting with a clean operating system install
Getting the Microsoft stack in place
Downloading 3CX and getting a key
Free key versus a two-user test key
Starting the install
The requirements screen
The recommendations screen
The EUL Agreement
The install folder screen
Selecting IIS or Cassini web server
The 3CX User Settings Wizard
Creating user extensions
Operator extension
Registration
Logging in to 3CX for the first time
Checking the status of 3CX
Summary
3. Working with Extensions
Devices that can connect to 3CX as extensions
Softphones
X-Lite by CounterPath
Zoiper Communicator
SIP phones
Analog phones
Other SIP hardware and software devices
Verifying basic network connectivity to our 3CX server from another computer
Basic extension setup in the administrator console
First and last name
ID, password, and pin
E-mail address
Voicemail configuration
Forwarding rules
Installing and connecting the 3CX VoIP Phone
Testing the extension we just connected
Checking that system console indicates the extension as registered
Testing that we can call another extension
Connecting a Snom 360 phone
Connecting other phones
Checking out the MyPhone UserPortal page
Voicemail
Extension groups
Editing multiple extensions at a time
Summary
4. Call Control: Ring Groups, Auto-attendants, and Call Queues
Ring groups
Adding ring group members
Destination if no answer
Digital Receptionist setup
Recording a menu prompt
Creating the Digital Receptionist
Call by name setup
Call queues
Summary
5. Trunks—Connecting to the Outside World
PSTN trunks
SIP trunks
The PBX
The enterprise border element
The ITSP
Choosing a VoIP carrier—more than just price
Disaster recovery
Mixing VoIP and PSTN
Connecting 3CX to your trunk
Calls to numbers starting with (Prefix)
Calls from extension(s)
Calls to numbers with a length of
Route and strip options
Creating a SIP trunk
Summary
6. Configuration
Music on Hold
Obtaining the file
For the iTunes user
Prompt sets
Dial plans
Direct Inward Dialing (DID)
Summary
7. Enterprise Features
Remote phones
Remote site to 3CX site VPN tunnel
VPN-capable SIP phone to 3CX site VPN tunnel
Port forwarding method to connect a remote phone
Using the 3CX Firewall Checker
Port forwarding using the 3CX SIP proxy tunnel manager
Call recording
Conferencing
Creating a conference call
Call reporting
Faxing with 3CX
Codecs
Summary
8. 3CX Integration
Outlook 2007 Click-to-Dial integration
Integrating Instant Messaging Server
Downloading and installing Openfire components
Basic Openfire configuration and Spark install
Integrating 3CX and Openfire
Integrating Legacy PBX
Calling extensions between systems
Outgoing calls over PSTN or VoIP
Incoming calls
More integration possibilities
Summary
9. Hardware
Gateways: The connection to the outside world
Looking at the Patton 4114 FXO gateway
Configuring the Patton 4114 FXO gateway
Configuring the gateway in 3CX
Getting the Patton gateway on your network
Making sure the Patton gateway has correct firmware
Configuring the Patton gateway
Looking at the Patton 4960 T1 gateway
Configuring the Patton 4960
ATA connects your analog devices to your PBX
Looking at the Patton M-ATA
Configuring the Patton M-ATA
SIP phone handset
Looking at the Snom 360
Configuring the Snom 360
Router configuration
Looking at the Linksys WRT54G
Summary
10. Maintenance and Troubleshooting
Disaster recovery
Trunk backup
Firewalls
Using logs to troubleshoot your phone system
3CX services: They all need to run
Monitoring
When you need support
Summary
Index
The 3CX IP PBX Tutorial
Matthew M. Landis
Robert Lloyd
The 3CX IP PBX Tutorial
Copyright © 2010 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
First published: February 2010
Production Reference: 1020210
Published by Packt Publishing Ltd. 32 Lincoln Road Olton Birmingham, B27 6PA, UK.
ISBN 978-1-847198-96-9
www.packtpub.com
Cover Image by Vinayak Chittar (<vinayak.chittar@gmail.com>)
Credits
Authors
Matthew M. Landis
Robert A. Lloyd
Reviewer
William England
Senior Acquisition Editor
James Lumsden
Development Editor
Rakesh Shejwal
Technical Editor
Mazhar Shaikh
Ishita Dhabalia
Indexer
Rekha Nair
Editorial Team Leader
Gagandeep Singh
Project Team Leader
Priya Mukherji
Proofreader
Jade Schuler
Graphics
Geetanjali Sawant
Production Coordinator
Shantanu Zagade
Cover Work
Shantanu Zagade
About the Authors
In 1995 Matt Landis started Landis Computer, which has been providing IT services to small businesses for 14 years and is now a 11 person Microsoft Gold Certified Partner. Matt has over 14 years of field experience implementing Windows Server, Microsoft & Dynamics ERP solutions in small business environments. Landis Computer was the first company in the USA to be designated a 3CX Premium Partner.
Matt is very active in the Windows-based IP PBX community: he is both a 3CX Valued Professional and pbxnsip Certified, has contributed thousands of posts to the 3CX community forum, hosts the http://windowspbx.blogspot.com blog, and writes a monthly Windows IP PBX e-newsletter for VARS.
Matt also has various general IT certifications: Microsoft Certified Systems Engineer, Microsoft Certified Database Administrator, Microsoft Office Certified Expert, Microsoft Certified Dynamics, and Network+ and A+.
When not working and when he can afford a chance Matt likes to travel internationally with his wife Rosalyn and is very involved with his church.
First, I would like to thank God for the capability & opportunity to do interesting things like write this book. And secondly, I would like to thank my wife Rosalyn for being very supportive in spite of all the time it took.
I would also like to say thanks to Rob for co-authoring—it was fun! And of course, I would like to thank the whole 3CX community for all the time they are willing to share helping others.
Robert Lloyd has been in the IT field for 20 years. He graduated college with a B.S. degree in Computer Science, and holds many certifications including MCSE 2003: Security, MCTS on Server 2008, Vista, and Exchange 2007, Small Business Specialist, A+, Security+, and Cisco CCNA. He has been running his own consulting business, TechNet Computing, for five years. Before that he worked for a large law firm as the IT Director for almost eight years, and also developed computer based training software.
Rob also teaches Microsoft, Cisco, and CompTIA certification classes and is a Microsoft Certified Trainer (MCT). For the past five years he has taught at Today's Tec as the lead instructor.
Rob has been involved in VoIP for four years and has been using 3CX since version 3. Rob has contributed to helping others install, configure, and troubleshoot their own systems online and remotely.
I would like to thank my family and friends for their support and inspiration in this project. I would also like to thank Matt, without him this project would not have been done. It was fun working with you Matt! I'd also like to thank 3CX. They have pioneered VoIP for the Windows community.
About the Reviewer
William England (WJE) started his professional IT background in 1991 after receiving training from a leading software house in Unix and Xenix before moving on to Microsoft Operating systems with the advent of Windows NT and further releases of Windows.
In 1995, William set up the IT and networking arm of William J England & Son Ltd, offering various IT-based services from installation, support and consultancy for local and overseas companies.
With the increasing need for e-mail and enhanced telecommunications William extended his area of expertise to GSM cellular distribution to complement the existing service level, together with e-mail and hosting solutions, anti spam, content security, and eventually VoIP.
Preface
3CX was one of the first Windows-based PBX phone systems in the market. Even today, there are only a couple out there that work well. Traditional PBX phone systems are black boxes
that get mounted to a wall, and you can't do anything with them. If you want an upgrade, you call the vendor. If you want more features, you call the vendor. If you want to make a change, you either call the vendor or you learn how to use their command-line system from a 1000-page manual. Either way, it's expensive and time consuming. 3CX was created to make phones easy!
3CX will run on any current (XP or higher) Windows platform. It is easy to install, has a terrific GUI, and changes and upgrades are pretty painless. There are, of course, some things to look out for that this book will cover but, overall, it's a great product.
What this book covers
This book is designed to cover everything you need from start to finish and then how to troubleshoot once you're done.
Chapter 1, Getting Started with the 3CX Phone System, covers what 3CX is, compares Asterisk with 3CX, and also compares the different versions of 3CX. Then, we get into the components needed and some capabilities.
Chapter 2, Downloading and Installing 3CX, will teach you what are the requirements to get 3CX to work well, the hardware requirements, and some points about operating systems (Windows). We will also cover downloading and installation and some of the options available. Then, we cover one of the most important parts—how to log in to the interface.
Chapter 3, Working with Extensions, covers the different types of phones you can integrate with 3CX. Also, we dive into creating extensions and just about all the features you can configure.
Chapter 4, Call Control: Ring Groups, Auto-attendants, and Call Queues, teaches you how to configure 3CX to handle calls once you have your extensions set up. We cover Digital Receptionists, Dial by Name directories, Call Queues, and Hunt groups.
Chapter 5, Trunks: Connecting to the Outside World, covers SIP trunks, PSTN lines, and some features to look for while selecting and using both of them.
Chapter 6, Configuration, covers several of the many features available in 3CX, from creating Music on Hold to prompt sets and dial plans. We also cover DIDs for those extensions that want the call going right to their phone.
Chapter 7, Enterprise Features, covers how to set up and use the enterprise features that come with the paid license of 3CX. Features like call recording, conference calls, call reporting, and faxing will be discussed. We will also cover the mystery behind codecs and how/when to change them.
Chapter 8, Integrating 3CX, covers the various types of integration options available with 3CX. We will cover topics like Exchange 2007, Skype, instant messaging, dialing from Outlook, and database integrations.
Chapter 9, Hardware, is an important chapter if you are looking to buy hardware. While we discussed hardware phones before, this chapter breaks them down into a few brands that we know and use. We will also cover devices to connect to your analog phone lines and to analog phones.
Chapter 10, Maintenance and Troubleshooting, covers some troubleshooting options that you will need at some point, once your system is up and running (or maybe not). We will also go over disaster recovery and backing up your system. Then, we will move on to deeper networking with firewalls, network services, logging, and finally support options when you are really stuck.
What you need for this book
We are assuming that you have some Windows experience, access to your router, and that you know how to make changes to your firewall (if needed). You will also need a DHCP server, some kind of VoIP phone (hardware or software), and high-speed Internet or old school phone lines. We will cover all of these throughout this book, but the more you know to start,