3CX

Introduction
The 3CX web client gives you easy access to all features of 3CX, including Presence, Video
conferencing, chat and the switchboard. It also allows you to easily make calls from your IP
Phone, desktop or smartphone.

The webclient requires Google Chrome, Mozilla Firefox or Microsoft Edge.

Logging On
The credentials to the 3CX web client can be found in your welcome email. Click on the URL
provided and enter your extension number followed by the password. You can have your
welcome email resent from your smartphone or desktop client:
 On iOS, go to “More > Settings”
 On Android, go to “More > Resend Credentials”
 On Windows, go to “Settings > Resend Credentials”
 On the Mac, go to the “program menu > Resend Credentials”

Navigating the web client - Account, Status, Dial Pad

At the top right corner of the web client you will find key options:
 Search box - search for a colleague or contact.
 Dial Pad - Trigger calls on your IP Phone or Softphone.
 Set Preferred device for making calls.
 Status - Set your status and status message from here. More info.
 Account - Configure your extension options from here.
To the left of the client the key functions of 3CX are listed.
 The default page will show your colleagues and their status. To call or chat with a colleague, click
on the appropriate grey icon in the right hand corner.

Making Calls
Calls can be triggered from the web client and will be placed on your IP Phone, Softphone or
Smartphone. Select which device you want to make calls on using the Phone Selector:

The phone selector lists all available devices for your extension.

Receiving calls

When a call comes in, you can answer or decline it from the pop menu. If you have an active call,
you can transfer, record or elevate it to a conference call. More info here.

Elevate a call to a conference call

While on a call, you might need to ask the assistance of a third party. You can do so by elevating
the call to a conference call and adding more people in the conversation. With 3CX there is no
need to hang up the phone in order to create a conference call.
1. While in a call click the “Conference” button to go to the conference screen. 
2. Follow the steps below to add participants and proceed with the conference call.
Tip: To view, edit or delete the scheduled conferences go to the conference tab and click “View
Conferences.”

Add More Participants to an Ongoing Conference

1. Click the “Conference” button, and then select “View Conferences.”
2. Click the “Add more people”   button and select the desired contact from the
list. You can only add participants from your Contact list.

Installing the 3CX Client for Windows

On this topic
 Introduction

 System Requirements

 Installing and Configuring the 3CX Client for Windows

 Getting Started with the 3CX Client for Windows

 Settings

 Quick Menu

 See also

Introduction
The 3CX Client for Windows allows you to manage and oversee telephone calls directly from your
computer and subsequently allows the user to work remotely from anywhere. The 3CX Client for
Windows boosts multiple features and provides the user the ability to namely; launch and transfer
calls, create audio and video conferences, view the availability of colleagues within their
organisation, and of course, work remotely.
The 3CX Client for Windows can be acquired through its straight forward installation and
configuration process. Follow the installation and configuration instructions set out below to get
the 3CX Client for Windows up and running:
System Requirements
The 3CX Client for Windows is supported on the following Windows (64-bit) versions:
 Windows 7
 Windows 8
 Windows 8.1
 Windows 10
 Microsoft .Net 4.5.2
Installing and Configuring the 3CX Client for Windows
1. Download the latest version of the 3CX Client for Windows.
2. Open the Setup Wizard to begin the installation.
3. Select the option “I accept the terms in the Licence Agreement” to proceed.
4. Leave the default installation path, click “Next” and then “Install.”
5. A message will appear informing you that the installation has been successful. To
configure the client, double-click on the configuration file attached to the 3CX Welcome
Email (please refer to note) or drag and drop the configuration file into the 3CX Client. 
6. Once configuration is complete the Available status on the left upper corner of the
Client will and On Hook in the dial screen will be activated and the 3CX Client for Windows
is ready for use.
Note: The 3CX Welcome Email was sent to you when your extension was created. If you cannot
find it, please ask your administrator to resend it.
Getting Started with the 3CX Client for Windows
Following the configuration completion, your client will start in either Softphone mode or CTI
mode:
 Softphone Mode (no IP Phone required): Make and receive calls on your computer
without the use of a designated IP Phone.
 CTI Mode (an IP Phone is required): Deskphone calls can be managed directly
from your desktop using the Client. You can make and receive calls on your deskphone as
well as remotely initiate, transfer and create conference calls.

If you have an IP Phone, then you will be able to toggle between the two modes. To change
between the two modes click the icons highlighted in the images above and choose the desired
mode.
When switching to CTI mode, if the message below appears, contact your administrator.

Settings
Once the installation and provisioning is completed you can personalize your 3CX Client by

clicking on the Settings   icon. In this section, you can set your forwarding rules, audio and
video options or even change your theme.
1. Call Forwarding: Configure your forwarding rules. For more information and details
read the Forwarding Rules chapter.
2. Configure Accounts: Configure multiple accounts and select which extension to use.
From this option, you can activate other accounts if you have more than one provision
allocated. To switch accounts, double click on the account in order to access the account
details and go to Advanced Settings. IMPORTANT: Do not modify these settings unless you
are advised to do so by your administrator.
 

3. Recordings: Avoid miscommunication by recording a conversation or

conference call and manage your recordings efficiently. For more information, read
the Recording chapter.
4. Audio Options: From here you can specify your Audio options and devices. Usually the
default settings are already optimized, however if amendments are required, they can be
done via the Audio Options and Audio Devices tabs:
 Audio Options provides you with 3 options:
 Echo cancellation: When enabled, it will minimize any echo heard during calls
 Silence Detection: When enabled, 3CX client will conserve bandwidth by not sending
data when detecting silence. This might impede quality when enabled.
 Microphone Gain: If the other party cannot hear you clearly, you can increase your
microphone gain to amplify the volume of your voice.
 Audio Devices are set by default to “Primary Sound Driver.”
 Microphone: Select the microphone from which the 3CX Client will receive the audio.
 Speaker: Select the device you will be using to hear.
 Ringing: Select the destination from which you will hear the 3CX Client ringing.
5. Video Options: From here you can specify your Video preferences and devices.
 Enable Video: Select whether you want the video to be enabled or not.
 Video Resolution: Select from the drop down menu the optimal resolution for your
video.
 Frames per sec: Select from the drop down menu how many frames per second you
would like to record.
 Bandwidth: You can select the desired bandwidth usage regardless of the frames per
sec. This will solve all issues arising when increasing your frame rate. Automatically the
bandwidth used by Video increases as does the load placed on your Internet connection.
Even if your camera supports a high frame rate, your connection speed may prevent you
from sending or receiving video at a high frame rate.
 Video Devices: Select which camera you want to use in case you have more than one
installed.
6. Hot Keys: The Hot Key functionality allows you to use pre-defined keyboard shortcuts
for controlling your 3CX Client. How cool would be to be able to answer your phone just by
pressing Alt + A on your keyboard? For more information on how to use and set up this
functionality read our Making Calls Using Hot Keys chapter.
7. Advanced Settings: From here you are prompted to:
 Behavior: Gives you 3 additional features:
 Focus: If enabled, the 3CX Client will pop up in front of whatever application you are
using when an incoming call is received.
 Transfers using Drag and Drop: You can select the default transfer method when you
Drag and Drop an active call.
 External Application: This option is used to enable and control communication between
the 3CX Client and 3rd party applications. Find out more on 3CX Application Partners.
 Language: Select one of the 15 languages in which your 3CX Client interface will be
displayed. The application must be restarted for the changes to take affect.
 Auto Answer: When enabled the incoming calls will be automatically answered by the
client. This is available only in Softphone mode. 
 Integration: CRM Integration gives you the ability to use your CRM system seamlessly
with the 3CX Client. There’s no need to have your 3CX Client and CRM system running
simultaneously. We have more than 10 application integrations available right now with
many more to follow. Find out more on how to enable and use this functionality here.
 About: Find out which version is being used.
8. Themes: There are a variety of themes to select from; from
black, white, 3CX grey and default, moreover, you can also “Set your Custom Image
(270x80 pixels)” to appear on your client. The image will be automatically resized.
9. Re-register: If your client is having difficulties connecting to your PBX or is not
registering, you can select this option to automatically re-provision the 3CX Client.
10. Request Welcome Email: This option is useful in case you cannot find the original
Welcome Email and you want to retrieve information such as your voicemail number, PIN or
other useful information provided within the e-mail.
11. Import Contacts: How to import contacts from integrated accounts such Office 365 or
Google. Read the Using the phonebook chapter for more details and information.
12. Exit Client
Quick Menu
Efficiency is a key ingredient required for any organisation’s smooth operation. The 3CX Client for
Windows’ quick menu contains all the necessary shortcuts of the mostly used features. The
available features included cannot be changed nor modified:
All of the above features are extensively covered in the “Settings” section of this document, or in
the respective chapters of the User Manual.

Installing the 3CX Client for Android

On this topic
 Introduction

 System Requirements

 Installing and Configuring The 3CX Client for Android

 Settings

 See also

Introduction
 The ability for employees to work remotely is becoming more of a necessity than ever before. In
an age where technology has made it possible to work remotely via the Internet; 3CX brings
office calls home through your Android device. The 3CX Client for Android allows you to make
and receive office calls on an Android device directly from your office extension at no additional
cost.The 3CX Client for Android possesses a user-friendly interface
allowing the transfer of calls, the creation of conference calls, the ability to view the status of
colleagues and control your own status from wherever you are. There’s no need to give out your
personal mobile number anymore either!
System Requirements
The 3CX client for Android is supported on the following Android versions:
 Android 4.X and higher

Installing and Configuring The 3CX Client for Android

1. Go to Google Play Store, and search for “3CX”.
2. Select the latest version of “3CX”. This version requires 3CX Phone System v14 or
v15. Important: In order to update your 3CX Client for Android from v12.5 and prior you will
have to uninstall the old app and re-install the new version.
3. Tap “Install” and “Accept” for the application rights. The 3CX client for Android will
be downloaded and the installation procedure will begin.
4. Once the installation is completed you will have to “Agree” with the Licence
Agreement.
5. A message will appear confirming that your 3CX client for Android has been installed.
Follow the instructions provided in the configuration wizard.
6. To configure the client, tap on the configuration file attached to the 3CX Welcome
Email (please refer to note). You must open the Welcome Email from within your email
client and not from a file manager app.
7. Once configuration is complete the Available status on the left upper corner of the
Client and On Hook in the dial screen will be activated thus indicating that the 3CX Client for
Android is ready for use.
Note: The 3CX Welcome Email was sent to you when your extension was created. If you cannot
find it, please ask your administrator to resend it.
Settings
Once the installation and configuration is completed, you can personalize your 3CX Client by

tapping on the “Settings”  in the “More” button  . In this

section, you can set your audio and video options, choose between WiFi and 3G connectivity or
even change your theme. Let’s have a closer look at the options provided below:
1. Accounts: From within the accounts you may select which account you want to use.
Additionally you may edit, remove or add accounts, use “Audio Codes” and
more. IMPORTANT: Do not modify these settings unless you are advised to do so by your
administrator. Note: You can edit your account by tapping your Name on the upper left
corner of the dial screen.
2. Audio Options: You can specify your Audio options and devices. As a matter the
default settings are already optimized, however if amendments are required, they can be
done via the Audio Options and Audio Devices
 Echo cancellation: When enabled, it will minimize any echo heard during calls
 Silence Detection: When enabled, the 3CX client will conserve bandwidth by not
sending data when detecting silence. This might impede quality when enabled.
 Microphone Gain: If the other party cannot hear you clearly, you can increase your
microphone gain to amplify the volume of your voice.
 Microphone Source: In some devices the microphone might not work in the
default “Advanced mode,” in which case switching to “Basic mode” will enable it.
 Audio subsystem: The default option is “OpenSL”. If you experience some audio
issues, then please switch to Java.
2. Advanced Settings
 Local SIP Port: Default is empty. When using the default setting, 3CX will use a
random port provided by the system to pass SIP traffic through. If you would like to change
this contact your administrator.
 Lock Wi-Fi: Keeps Wi-Fi awake when the screen is turned off in order for 3CX to
receive calls in the background.
 Enable 3G: Allows 3CX to use 3G connectivity to make calls when Wifi is not available.
 Full Screen: Hides the Android statusbar to use more screen space.
 Proximity Sensor: If your device is equipped with a proximity sensor, 3CX will switch off
the display when you put the phone to your ear during a call.
 Keypad Tone: When enabled, 3CX will play dial tones when dialing a number.
 Use System Ringtone: When enabled, you can set a different ringtone to use for 3CX.
 Ringtone: Select the ringtone that will play when you receive a call in 3CX.
 Verbose Logging: Logs debugging information so a detailed log report is created for
submission to our support team.
 Send Log Report: Send a log report to 3CX Support to troubleshoot potential issues.
3. About: Go to About to determine which Version of 3CX Client for Android is currently in
use.
Tips:
1. Register: If the client is having difficulties connecting to your PBX or is not registering,
you can select this option to automatically re-provision the 3CX Client.
2. Request Welcome Email: Use this option when you require a fresh Welcome Email to
be resent to your inbox by the administrator. Furthermore, you may retrieve other types of
sensitive data such as your voicemail number or PIN number.
3. Language: The 3CX client uses your phone’s default language. If you want to change
the language you will have to do so from your phone settings.

Configuring IP Phones using provisioning

On this topic
 Introduction

 Provisioning phones using Plug and Play (for local LAN and SBC)

 Provisioning Phones using RPS (Direct SIP/Stun)

 Provisioning Legacy phones: Cisco, Polycom & Aastra

 See Also

Introduction
Once 3CX is installed, you can configure your IP phones and assign an extension to each
phone. In order to do this, you must provision the IP phones. Although phones can be configured
one by one manually using their web interface, this is impractical as it leads to many errors and
 deployment time is increased drastically. Furthermore, ongoing management of the IP phones is
almost impossible.
Therefore 3CX requires you to use phone provisioning. Using this method you instruct the phone
to retrieve its configuration from 3CX Phone System. Once you provision a phone, the phone will
automatically configure itself correctly and you will be able to manage the phones centrally and
remotely and without having to login to the phone’s web interface  one by one.
Phone provisioning greatly eases day to day management of IP phones. It makes it easy to
change extension passwords, BLF lights and so on because you can do it centrally for all phones
from the 3CX Management Console and then push the changes to the phone. The following
provisioning methods are supported:
 Plug and Play - Supported IP phones can be provisioned automatically using plug and
play 
(Applicable for phones on the local LAN or a 3CX SBC)
 Via RPS - Supported phones can be configured as remote extensions using an RPS
server
(Applicable for remote extensions using direct SIP/STUN configuration)
 Via Manual Provisioning URL - Supported IP phones can be provisioned by entering
the provisioning URL into the phone's’ web interface
(Applicable for local, remote and SBC extensions)
 Via DHCP Option 66- Legacy phones (from a previous PBX installation, e.g. Polycom,
Cisco or Aastra) can be provisioned via DHCP for use in the local LAN only.  Some
limitations apply.
You can find a list of supported and legacy phones here. Spend the extra half an hour to
provision the phones and save countless hours going forward!
Provisioning phones using Plug and Play (for local LAN and SBC)

Note: PnP provisioning requires that the 3CX Phone System runs on the default sip port 5060
and that the IP phones resides on the same local lan subnet as 3CX or behind a SBC. In
these cases you must use DHCP 66 or manually configure the URL in the phones. See how for
Snom, Htek, Fanvil and Yealink here.
To auto provision phones using Plug and Play:
1. Plug the phone into the network.
2. The phone will send a multicast message across the LAN. This will be picked up by
3CX Phone System.
3. The phone will show up in the “Phones” node in the 3CX Management Console as a
new phone. 
4. Now assign it to an existing extension or create a new one.
5. You will then be taken to the extension’s provisioning tab where you can specify other
configuration settings for the phone.
6. Leave “Provisioning Method”, Mac Address default
7. Select “Phone Display Language” and “Timezone” for the phone.
8. Click “OK”.
9. The phone will be sent a link to the configuration file with the settings you specified and
configure itself.
10. The phone will apply the settings and connect to 3CX Phone System. The IP phone will
be manageable from within the 3CX Management Console.
Provisioning Phones using RPS (Direct SIP/Stun)
Remote phones that are not behind a 3CX SBC must be configured via the 3CX RPS server. To
provision a phone using RPS:
1. From the “Phones” node in the 3CX Management Console, select “Add Phone.”
2. Select the extension for which this phone is.
3. Enter the MAC address of the phone (which can be found at the bottom of the phone).
4. Select the appropriate phone model from the drop down menu.
5. In the “Provisioning Method” drop-down menu, select “Direct SIP (STUN -
Remote).”
6. Select “Phone Display Language” and “Timezone” for the phone.
7. Click “OK.” The provisioning files will now be created and the link published to the
RPS server. You can check the server “Event Log” if the RPS was successfully sent

8. Connect the phone to the network within 14 days.

9. The phone will boot up and request a username and password. Enter the
corresponding extension number as username and voicemail pin for that extension as
password - it should be provisioned automatically.
If you don’t want to use RPS, you can insert the provisioning link manually into the phones. You
can find it in extension configuration “Phone Provisioning” tab.

Provisioning Legacy phones: Cisco, Polycom & Aastra

 Cisco, Polycom and Aastra phones do not support plug and play nor secure HTTPS provisioning
with a Let’s encrypt Root CA. They can only be used on the local LAN and must be
provisioned as follows:
1. Download the firmware that has been tested by 3CX with the legacy phones.
2. Factory reset your phones to ensure that there are no old settings that might conflict
with the new configuration. Find out how here for Aastra, Cisco, Cisco SPA and
Polycom SoundPoint / SoundStation.
3. Now add the phone to an extension. You can do this from the phones page or you can
go straight to the extension, provisioning tab. Click “Add Phone.” 
4. Select your phone model.
5. Enter the MAC address of the phone. You will be taken to the provisioning page.
6. IMPORTANT: Take note of the provisioning link shown below the drop down. 
7. Select “Phone Display Language” and “Timezone” for the phone.
8. Leave “Phone Web Page Password” default.
9. Click “OK” to add the phone to the extension.
10. Now Configure the phone to retrieve the configuration from the 3CX provisioning folder.
Use DHCP option 66 or configure the phones manually via their web interface with the 3CX
provisioning link. Learn how using DHCP option 66 or follow the guides to manually
configure Aastra, Cisco SPA and Polycom phones here. Cisco 7940/7960 phones must be
provisioned using TFTP and DHCP option 66.

Managing Your Phones

On this topic
 Introduction

 Adding Phones

 Plug and Play (LAN & SBC)

 Via RPS server (Remote extensions)

 By MAC - for legacy phones

 Updating the Firmware on Your Phones

 Accessing the Phone UI

 Changing Phone Settings

 See Also

Introduction
 3CX provides an easy way to monitor and manage your phones and 3CX clients throughout your
network. The “Phones” node in the 3CX Management Console allows you to:
 View all the phones in the network, including IP and MAC.
 View all 3CX Clients connected in softphone mode.
 Check the firmware version that the phone is running.
 Remotely reboot one or all of the phones.
 Re-provision the phones.
 Launch the admin interface of the phone.
 Monitor security of extension password and PIN. Weak extension passwords and PINs
are the most common cause of security breaches.
Adding Phones
You can add phones to 3CX in the following ways:
 Plug and Play - Plug in the phone in the local LAN
 RPS  server - for remote extensions
 By MAC - for legacy phones
Plug and Play (LAN & SBC)
If you are connecting a supported phone that is on the same LAN as 3CX, then you will see the
phone appear on the phones page, with its entry in BOLD. This means 3CX has detected a new
phone on the network that you need to process.
Select the phone and decide to:
1. Assign the phone to an existing extension. Click “Assign Ext.” You will be prompted
for the extension number.
2. Create a new extension for the phone. Click the “Add Ext” button. You will be taken to
the create extension page and prompted for Extension name and number. Click “OK” to
create the extension.
3. Reject the phone. If the phone does not look familiar to you, or it has not been
authorized for use with 3CX, then you can “Reject” to delete the provisioning request.
Via RPS server (Remote extensions)
If you are adding phones that are installed remotely, i.e. on a remote network, then you must:
1. Click “Add Phone,” from the “Phones” node.
2. Select for which extension this phone will be.
3. Select the phone model.
4. Enter the MAC address of the device and click “OK.”
5. You will be taken to the provisioning page - here you must select “Direct SIP (STUN -
remote)” as the provisioning method.
6. You can optionally configure other settings for the phone.
7. When done, click “OK” to add the phone to the extension.
8. Boot up the phone and once prompted enter extension number as user and voicemail
pin as password. This must be performed within the next 14 days.
By MAC - for legacy phones
You can add new legacy phones that do not support plug and play as follows:
1. Click “Add Phone” from the “Phones” node.
2. Select for which extension this phone will be.
3. Now select the phone model.
4. Enter the MAC address of the device and click “OK.”
5. You will be taken to the provisioning page of that extension.
6. You can optionally configure other settings for the phone.
7. When done, click “Save” to add the phone to the extension.
8. Configure the DHCP server to serve the configuration URL, see how here.
9. Or configure it from the phone web interface, see how here for Aastra, Polycom, Cisco.
Updating the Firmware on Your Phones
NOTE: This feature requires a valid maintenance agreement in order to have access to the latest
tested firmwares.
It is possible to update the firmware of your Fanvil, Htek, snom, and Yealink IP phones network-
wide from the 3CX Management Console. Each of the firmwares deployed in this manner has
been interop tested by 3CX. It is recommended that you upgrade firmware using this method and
not by downloading the firmware directly from the vendor’s websites. To upgrade your IP phones
to the latest 3CX tested firmware:
1. Download the latest firmwares through the “Updates” feature.
2. From the “Phones” node, select the IP phones which you wish to upgrade the
firmware on and click the “Firmware” button. The outdated phones will be marked in red.
3. Confirm the firmware of the phone from the upgrade list and click “Upgrade.”
4. ALL phones of that model will be upgraded to this firmware, not just the one selected.
5. The firmware will be uploaded and the phone rebooted.
Accessing the Phone UI
3CX allows you to easily access the password protected web interface of your configured
phones. 3CX will provision them with a username and unique password and manage the
credentials for you. To access the Phone UI:
1. Select the phone and click on “Phone UI.”
 For most phones, you will be taken straight to the phone UI page.
 For some older phones you might be asked to enter the password for the phone. In this
case, click the “Password” button, for the password to be shown, and copy paste the
password configured for the phone in the phone authentication page.
Changing Phone Settings
Changes made to the phone configuration from the “General” tab of the “Extensions” node or
within the “Phone Provisioning” section of the “Settings” node, will take effect within 24 hours.
You can re-provision the phones to force them to pick up the new configuration immediately. If
you need to re-provision the phones, for example after you have made configuration changes:
1. Select the phones that you wish to re-provision.
2. Click “Reprovision.”
3. If the phone needs a reboot, it will do so automatically. There is no need to reboot
again afterwards.

Extension Management
On this topic
 Introduction

 General

 Voice Mail

 Forwarding Rules

 Phone Provisioning
  BLF

 Options

 Rights

 Delegating Extension Management

 Managing the 3CX clients

 Integration

 See Also

Introduction

The Extensions screens allows you to create and manage Extensions. To manage extensions:
 Go the “Extensions” node in the 3CX Management Console.
 Click on “Add” to create a new extension or
 Double click on an existing extension to edit an extension.
 Once you create an extension, a welcome email will be sent to the email of the new
extension. This welcome email contains important information such as where to download
the clients, as well as an attachment which auto provisions the clients.
General

In the User Information section you can enter the first name, last name, the email address, the
mobile as well as the outbound caller ID of the user. The email address is used to send links to
the clients, manual links, voice mail PIN as well as a configuration file to automatically provision
the clients.
The authentication ID and password are auto generated, however they can be altered as needed.
If you change the credentials, the phone will re-provision with the new authentication details
automatically (provided the phone is auto provisioned by 3CX).
In the Direct Inbound Dialing (DID) section, select a DID that the user might have.
In addition, you can specify a friendly personal meeting room name. Contacts may visit this URL
from any WebRTC capable open standards browser (Chrome, Firefox) to setup an adhoc
webmeeting or simple inbound call. The inbound call can then be elevated to a webmeeting at
any point (Call functionality available in Q3/16).
Voice Mail
The “Voice Mail” tab allows you to configure the extension’s voice mail preferences including the
voicemail PIN number for authentication, enable/disable PIN Authentication, play Caller ID, and if
you want 3CX Phone System to read out the Caller ID and the Date / Time of when the message
was received. You can also choose to send an email notification. This can be configured to
contain the voicemail message, and also delete the message from the server freeing up space.
The “Manage Voicemail Greetings” section allows you to configure and manage your voicemail
greetings:
 Add new – Add a new greeting from a pre-recorded .wav file.
 Record from phone – Record a new greeting file from your phone.
 Manage – Manage your greetings.
Forwarding Rules
Each extension can have a set of call forwarding rules that define what 3CX Phone System
should do when the extension user is unable to take an incoming call. This can be configured
based on:
 The user’s status.
 The time.
 The caller ID.
 Whether the call is an internal or external call.
 Each status requires a call forwarding rule. For example, if the user is unable to take a call whilst
their status is “Available,” you can forward the call to voicemail, whilst if the status is set to “Do
Not Disturb (DND)” you could forward it to their mobile.
The following options are available per status:
 Ring my mobile simultaneously
 Accept multiple calls
 Logout from queues – Automatically logs the user out from queues. IMPORTANT - this
will automatically log you out or in from the queue based on a presence change and
effectively render the separate Login / Logout button redundant. The status will override this
 function and log you back in once you set it back to available. Agents must use presence
rather than login / logout button if this option is enabled.
 Accept calls from Ring Groups
 Forward Internal and/or External calls to:
 Voice Mail,
 Extension’s Voice Mail,
 Mobile,
 Extension,
 Number,
 End call.
Call forwarding can be configured by the administrator using the 3CX Management Console or
by the user from the 3CX client. Instructions on how to configure call forwarding for an extension
can be found on the Configuring Forwarding Rules user manual page.
The Auto Switch Status feature allows a user’s status to be changed to available based on global
office hours or specific office hours. To enable tick the option. To configure custom office hours
and break times, click “Configure.” Outside of office hours the extension will be switched to “Do
Not Disturb.” During Break the extension will be switched to “Away.”
With the Exceptions feature you can create exceptions for particular numbers. Insert the  “Caller
ID” for which the exception rule will apply, select the time frame from the “Received
During” drop down menu and then choose the desired action from the “Forward To” menu.
Phone Provisioning
The Phone Provisioning tab allows you to add or edit settings of phones linked to this
extension. The management of IP phone settings is discussed in “Configuring IP Phones using
provisioning.” The management of 3CX client settings is discussed in “Configuring the 3CX
Clients.”
BLF
 You can configure the BLF lights on an IP Phone as well as the 3CX client from this page. Match
a BLF button with an extension, so that this button will show the status of that extension. The
number of available BLF buttons varies per phone. In the 3CX client it is 28 by default
(expandable).
You can also link BLF buttons to a shared parking place or a speed dial. This allows users to
easily park or unpark calls by pressing the assigned BLF button. The following options are
available for BLFs:
 BLF - shows presence of another extension.
 Speed Dial - link to a phone number for easy calling.
 Custom Speed Dial.
 Shared parking.
 Agent Login /Logout.
 Change status.
 Options
The options tab allows you to set advanced options.
Restrictions
The restrictions sections allows you to configure what the extension is allowed to do.
 Disable Extension – Disables extension.
 Disable External Calls – Disallows any external calls from the extension.
 Enable PIN Protect - You can configure an extension to allow outbound calls only after
they enter a PIN. To unlock the extension, the user dials 777 followed by the PIN and a #.
The PBX will inform the user that access has been granted. The user can then proceed to
dial the desired external number.
 Disallow use of extension outside the LAN – Blocks any registrations from outside of
the network. This setting applies to IP phones.
 Block remote tunnel connections – Blocks the extension from being registered outside
of the network, even if it uses the tunnel feature (which is seen as a local registration).
 Block outbound calls outside office hours.
Options
The options section allows you to configure general options:
 Record all calls – Records all calls for this extension.
 Screen calls – Use ONLY for the Rebound feature. Will prompt the user for a name
and play the name to the called party so that the person may decide to take the call or not.
 Send email notification on missed call – Triggers an email for each missed call.
 Do not show extension in 3CX company phonebook – Removes extension from the
phonebook.
  Allow user to organize 3CX Webmeeting Video Conferences.
 SIP ID - set a SIP ID for this extension
Rights
The “Rights” tab allows you to configure an extension’s rights in a particular group. The groups
of which the extension is a member of appear in the “Group Membership” drop down. To
configure the rights of the extension:
1. Select the group for which you want to configure the extensions rights.
2. Select what role the extension should have within that group.
3. You can modify the extension’s rights for that group by ticking the options.
 Can see group members – Allows the user to see all group members presence.
 Can see group calls – Allows the user to see calls made by group members.
 Show presence to group members – Shows the user’s presence to group members.
 Show calls to group members – Shows user’s calls to group members.
 Perform operations (divert, transfer, take) on any active call to group members.
 Can Barge in, listen or whisper – Can barge in to calls made by group members.
 Can Intercom – Allows the user to intercom other extensions.
 Can Park calls – Allows the user to park calls so that other users can pick them up.
 Can control IVR – Allows user to control the IVR.
 Can manage the Company Phonebook – Allows the user to add/ edit/ delete contacts
from the Company Phonebook via the 3CX client for Windows.
4. Click “OK” to apply the chosen rights. A restart of the configured extensions 3CX client
is needed for the changes to take effect.
Delegating Extension Management
3CX allows you to delegate extension management tasks; Department heads can manage their
team members extensions and you can also delegate all extension management without giving
access to system functions. To configure an extension’s rights level:
1. Select the “Extensions” node and the extension you want to delegate management
to. 
2. Switch to the “Rights” tab
3. Tick “Allow access to 3CX Management Console” and set a password.
4. In the “Extensions Management” section select whether the extension should be
able to manage all extensions, or just extensions within its group.
5. In the “System Management” section configure whether the user can manage the
system. He can either “Administer SIP Trunks,” “Generate call reports” or
have “General System  Administration” rights.
6. Press “OK” to apply the changes.
Managing the 3CX clients
You can configure what options are available in the 3CX client per extension from the extension
configuration:
1. In the 3CX management console, go to the “Extensions” node.
2. Select the extension  and click “Edit.”
3. Go to the “Phone Provisioning” tab and select the 3CX client from the “Your
phones” drop down.
4. Now you can configure the options explained below.
5. Click “OK” when done.
Network
 Network interface for registration and provisioning - Select on which network the client
connects in case your server has multiple network cards.
 SIP Transport - Select preferred SIP transport.
 RTP Mode - Select whether to encrypt traffic or not (only works with other 3CX Clients
at present).
 DTMF Mode - Select how to detect DTMF, leave default.
 Enable PUSH for smartphones - send push requests to this extension.
 Re-provision phone on Startup - By default, Windows, Mac and Android clients will
apply settings on next startup.
 Use 3CX Tunnel for remote connections - Configures 3CX client to use the 3CX Tunnel
for the “Out of Office” connection to 3CX Phone System rather than connecting directly via
STUN/SIP port of the pbx.
Preferences
 Default View - Softphone (dial pad) or Unified Comms (presence).
 Call Control - Softphone or IP Phone (CTI).
Access
 Block use of 3CX client - Removes the user's ability to use 3CX client.
 Hide Forwarding Rules - Removes the user's ability to configure his/her forwarding
rules. These options will only be available from within the 3CX Management Console.
 Show Call Recordings  - Allows users to see their call recordings.
 Allow Deletion of Recordings - Allows users to delete call recordings.
Codecs
 Select Codec Priority.
Integration
3CX allows you to integrate with many popular CRM and Helpdesk systems out of the box.
Furthermore you can create your own integrations easily using the scripting module. The
Integration feature requires the PRO edition. To install an integration, simply click enable and
select the integration you want to make available. You can download more integrations as they
come available from within the Updates section.

SIP Trunks / VoIP Providers / VoIP Gateways

On this topic
 Introduction

 Requirements for using a VoIP Provider / SIP Trunk

 Requirements for VoIP Gateways

 Configuring a VoIP Provider / SIP Trunk

 Step 1: Create an Account with a VoIP Provider

 Step 2: Conduct the Firewall Test

 Step 3: Add the VoIP Provider Account in 3CX Phone System

 Step 4: Create an Outbound rule to route calls over the SIP Trunk

 Configuring a VoIP Gateway

 Step 1: Find the VoIP Gateway and update its firmware

 Step 2: Configure the VoIP Gateway in 3CX Phone System

 Step 3 - Upload the configuration file to the VoIP Gateway

 Step 4: Create an Outbound rule to route calls over the PSTN Gateway

 See Also

Introduction
To be able to make outbound calls on the PSTN you will have to configure at least one SIP trunk /
VoIP Provider or VoIP Gateway.
 VoIP / SIP Trunk providers “host” phone lines and replace the traditional telco lines. VoIP
providers can assign local numbers in one or more cities or countries and route these to your
phone system. In most cases they also support number porting. Typically SIP trunks are cheaper
than traditional PSTN lines. However, be aware that each VoIP call requires bandwidth. 3CX
supports both registration based VoIP providers (Trunk logs on with username and password)
and IP based trunks (PBX is linked to the Provider based on your public IP).
If you still have traditional PSTN/Phone lines, or prefer to use those, you can connect them to
3CX using VoIP Gateways. A VoIP gateway is a device which converts telephony traffic into data,
so that it can be transmitted over a computer network. In this manner PSTN/telephone lines
are “converted” to a SIP trunk, allowing you to receive and place calls via the regular telephony
network. VoIP Gateways exist for analog lines as well as BRI, PRI/E1 lines and T1 lines. The
VoIP Gateway will bundle these lines / ports into a single SIP trunk inside 3CX.
Requirements for using a VoIP Provider / SIP Trunk
 A firewall/router/NAT device that supports STATIC PORT MAPPINGS. Often routers
will perform port address translation, which will cause problems such as one way audio,
failing inbound calls and so on. It is also highly recommended that you have an FQDN that
resolves to a static external IP. If your external IP changes intermittently, inbound calls will
fail. See the Firewall & Router Configuration for details to configure your firewall/router/NAT
device.
 Adequate Bandwidth. VoIP is real time, so it does place a demand on your Internet
connection. As a rule of thumb, each call will consume approximately 30-120 kb per second,
depending on which codec you use. The document, Bandwidth Overhead over DSL
connections, includes detailed information about bandwidth consumption, including
particular codecs bandwidth usage.
 A supported VoIP provider. All supported VoIP providers have been tested for
interoperability with 3CX, and are re-tested with each new build. Their configuration
templates are also included with 3CX Phone System to allow you to quickly, easily add them
correctly. See the list of 3CX Supported SIP Trunk Providers.
Requirements for VoIP Gateways
 A 3CX supported VoIP gateway. Supported gateways have been tested by 3CX and
are automatically configured with their correct settings. If using the default configuration,
3CX will also provide first line support of their use with 3CX Phone System. A list of the
latest supported gateway hardware, can be found on the Supported VoIP Gateways &
ATA's page.
Configuring a VoIP Provider / SIP Trunk
Step 1: Create an Account with a VoIP Provider
First, you need to have an account with a VoIP service provider. 3CX supports most popular SIP
based VoIP service providers and we recommend using one that has been tested by 3CX as 3CX
includes pre-configured templates for these VoIP providers. Go
to https://www.3cx.com/partners/voip-providers/ to see a list of supported providers.
Step 2: Conduct the Firewall Test
3CX will prompt you to conduct a Firewall Test. Frequently, the internet facing firewall sitting
between 3CX Phone System and the VoIP provider is not correctly configured or is not able to
correctly route VoIP traffic. To check the firewall configuration, it is important to perform a firewall
check using the inbuilt firewall checker. To do this:
1. In the 3CX Management Console, go to the System Status page.
2. In the section “PBX Status” select the “Firewall Check” entry.
3. Click “Run.” 
4. Ensure that the tests for the SIP Port (default port 5060), and the Audio Port range
(default ports 9000-9255) pass.
5. If the firewall check fails, you must go to your firewall and troubleshoot why the test
failed.
Note: 3CX does not provide specific firewall configuration support. Configurations for popular
firewalls can be found here.
 Step 3: Add the VoIP Provider Account in 3CX Phone System
After you have created the VoIP provider account, you will need to configure the account in 3CX
Phone System. To do this:

1. In the 3CX Management Console menu, select “SIP Trunks” > “Add SIP Trunk.”

2. Select the Country that the VoIP provider operates in.
3. Select your VoIP provider from the Provider drop down list. Important: If the provider is
not listed, select the “Generic” option in Country drop down menu and then choose
between  “Generic VoIP Provider,” or “Generic SIP Trunk,” (If using a generic provider
we will not be able to guarantee that 3CX will work with this VoIP provider).
4. Enter the Main Number assigned to this SIP Trunk. If you just have DIDs and no main
number you can select one of the DIDs as the main number. Click “OK.” The SIP Trunk will
be created and a new dialog will open.
5. Enter a name for this VoIP provider account. The “SIP server hostname or IP” and
optional “Outbound Proxy”will be pre-filled. Compare these with the details you have
received from your VoIP provider and check that these are indeed correct.
6. Specify the “number of simultaneous calls” your provider allows.
7. In “Authentication,” specify whether authentication is based on IP or based on
Account/Registration. If you selected a template, this will be automatically pre populated and
you must leave as is. If IP based, the password will be greyed out, since authentication is
linked to your IP. The outbound or inbound only are not applicable in most cases and can be
ignored.
8. Specify how calls to the main number should be routed. The routing configured here
will be for calls matching the main number.
9. If you have DID numbers, you will need to specify these in the DIDs tab. Click on
the “DIDs” tab and add the DID numbers associated with this account. The DID will be
created and linked to the operator extension. You can change this later from the “Inbound
Rules” node by adding an inbound rule for the DID and routing to the desired destination.
10. In the Caller ID tab, add the caller ID you wish to have appear on outbound calls.
11. Click “OK” to save the trunk settings.
Step 4: Create an Outbound rule to route calls over the SIP Trunk
Now you need to create an outbound call rule. To do this:
1. Go to the “Outbound Rules” node and press “Add” to create a new rule.
2. Decide what calls should be routed over this trunk.
3. In the “Make Outbound Calls” section select the trunk you just created.
4. Click “OK” to create the outbound rule.
5. For more detailed information about creating Outbound rules see this document.
Configuring a VoIP Gateway
Step 1: Find the VoIP Gateway and update its firmware
As a first step you need to connect the gateway and update its firmware. To do this:
1. Connect the gateway to the network. Now obtain its IP:
 If using a Beronet, use the “bfdetect” tool. More information about Configuring
Beronet BeroFIX.
 If using a Patton, use the “SmartNode” Discovery Tool. More information
about Connecting A SmartNode to the Network.
 If using a Welltech, plug in an analog phone into the device and dial #126# on FXS
devices. For FXO devices connect your LAN to the device’s WAN port which will acquire an
IP address via DHCP.
2. Login to the device’s web interface and update the firmware to the latest version.
3. Assign a static IP and take note of this IP.
Step 2: Configure the VoIP Gateway in 3CX Phone System
The second step is to create the VoIP gateway in the 3CX Management Console and configure it.

1. First of all Update 3CX to download and use the latest Gateway Template.
2. In the 3CX Management Console, click the “SIP Trunks” node and then click “Add
Gateway.”
3. Select the “Brand” and the “model/device.”
4. Enter the “Number of Physical PSTN ports on the device.”
5. Enter a “Main Trunk number” associated with the gateway. Click “OK.” The Gateway
will be added and a new dialog will open.
6. Now enter a name for the “Trunk” (VoIP gateway).
7. Enter the Hostname or IP of the VoIP Gateway in the “Gateway Hostname or
IP” field, and specify the SIP Port on which the gateway is operating. By default this is
5060. Important: Do not change the “SIP User ID” & “Password” fields in
the “Authentication” section. The device will be provisioned with these values and use
them to register with 3CX.  
8. Specify how calls to the main number should be routed. The routing configured here
will for calls matching the main number.
9. If you have DID numbers, you will need to specify these in the DID tab. Click on
the “DIDs” tab and add the DID numbers associated with your account. An Inbound Rule
will be created for each DID and linked to the operator extension. You can change this later
from the Inbound Rules node.
10. Click on the “Generate device config” at the top. This will create a file which you
must upload to the gateway.
Step 3 - Upload the configuration file to the VoIP Gateway
1. Once you have created the VoIP Gateway connection, export the configuration to the
device by clicking on the “Generate Device Config” button.
2. If using a Berofix, this will open a browser to configure the gateway remotely.
3. If using a Patton or a Welltech, the button will download a config file that you must
upload to the gateway. Configuration guides for Patton and Welltech.
4. Your PSTN lines are now ready for use with 3CX.
Step 4: Create an Outbound rule to route calls over the PSTN Gateway
Now you need to create an outbound call rule that routes calls over the Gateway device. To do
this:
1. Go to the Outbound Rules node and press “Add” to create a new rule.
2. Decide what calls should be routed via this gateway.
3. In the “Make Outbound Calls” section select the trunk you just created.
4. Click “OK”to create the outbound rule.

Inbound Rules - Routing incoming calls

On this topic
 Introduction

 About DID numbers

 Configuring Inbound Rules for DIDs

 Create a new Caller ID Inbound Rule

 Troubleshooting DID Numbers

 Configuring Office Hours & Holidays

 See Also

Introduction
Inbound rules process/route inbound calls to the right destination, be it an extension, an IVR or a
Queue. Inbound Rules can be created based on:
 The main number of a trunk. Most trunks have a main number. Calls to this main
number can be processed according to an Inbound Rule. You can configure this rule from
the “SIP trunk” > “General tab.”
 Based on a DID number. You can enter DIDs directly from the SIP Trunk interface or
from the inbound rules interface. When adding DIDs from the Trunk interface it automatically
creates an Inbound Rule which forwards the calls to the operator extension. You can then
later change this in inbound rules or by assigning the DID from an extension, IVR or queue.
 Based on Caller ID - you can enter a caller ID, for example a customer number, and
have calls from that Caller ID go to a specific extension.
About DID numbers
Many companies provide users and/or departments with “Direct or DID numbers,” which allow
their contacts to call them directly, bypassing the receptionist. DID numbers are referred to as
DDI numbers in the United Kingdom and as MSN numbers in Germany. Even if you make use of
a digital receptionist, a direct line / number is often preferable because it’s more convenient for
the caller.
 DID numbers are provided by your VoIP provider or Phone Company and are virtual numbers
assigned to your physical lines. Usually you are assigned a range of numbers, which are linked to
an existing BRI/T1/E1. There will be an extra charge per number or per range, but this will be a
fraction of the cost of adding physical lines. Enquire with your Phone Company or VoIP provider
for more information about DID numbers.
You can assign DID numbers to queues, ring groups and extensions. To assign a DID to an
extension, the easiest is to go to the General tab of that extension.
Configuring Inbound Rules for DIDs
To create an inbound rule:
1. From the 3CX Management Console, go to  “Inbound Rules.”
2. Check if an inbound rule already exists for the DID. If yes, double click on the rule to
edit it. If not, select “Add DID Rule.”
3. Enter a name for the DID (for example Sales). The DID name can be prepended or
appended to the Caller ID so as to identify on which number a caller has called you
from. You can enable this from the “Contacts” > “Options”.
4. In the “DID” field, select from the available DIDs. To add DIDs that are not listed go to
the trunk and enter the DID number as it will appear in the SIP “to” header. 3CX will match
the number inserted in this field with the “to”header, starting from the last part of the
received string, thus avoiding any differences in the format of the number. For example, if
you are based in the UK and your DID number is 0845-2304024, then you can enter the
number *2304024. This will match any DID number inserted in the “to” field ending with
these numbers, including +448452304024, 08452304024, 00448452304024, and, of
course, *2304024.
5. Specify where calls to this DID should go during office hours. Choose between:
1. End Call.
2. Extension.
3. Voice mail box for extension.
4. Forward to outside number.
5. Send fax to (email of extension).
6. Specify an alternate location for calls outside office hours. You can configure custom
office hours from “Set up Specific Office Hours for this trunk.”
7. Check “Play Holiday Prompt on Public Holiday” to play the holiday prompt
whenever there is a holiday.
8. Click “OK” to create the DID / Inbound rule.
Create a new Caller ID Inbound Rule
Creating Caller ID rules is very similar to creating a DID rule. Caller ID rules are based on the
Caller ID, rather then the number which is being called.
1. Select “Add CID Rule.”
2. Enter a name for the rule (for example VIP Customer).
3. In the “Direct number or mask” field, enter the Caller ID as it appears on the screen
of the 3CX client when the phone rings.
4. Select to which Trunk you will associate this DID.
5. Specify where calls to this DID should go during office hours.
6. Specify an alternate location for calls outside office hours. You can configure custom
office hours from “Set up Specific Office Hours for this trunk.”
7. Check “Play Holiday Prompt on Public Holiday” to play the holiday prompt
whenever there is a holiday.
8. Click “OK” to create the Inbound rule.
Troubleshooting DID Numbers
If you have created the DIDs, but calls are not being forwarded as expected, do the following:
1. Go to the “Activity log” tile in the “System Status” page in the 3CX Management
Console. This page lists current server activity and logs calls that are being received, and
for which number they were received on.
2. Call the DID number that you configured, and monitor the Activity log. You will see a
line similar to:
Incoming call from “1000” to <sip:789456123@3CXPhone System>
 where “1000” is the internal number of the line configured to receive calls from the VoIP
Gateway or VoIP Provider and <sip:789456123@3CXPhone System> is the content of
the “To” header of the INVITE, i.e. the intended recipient. (Note: logging level should be set
to Medium or Verbose to see additional messages, from the “Settings.”)
3. Now analyse the “To” header carefully and ensure that the DID number you have
configured is present in the “To” header: <sip:789456123@3CXPhone System>.
4. Adjust the number accordingly if needed.
Configuring Office Hours & Holidays
You can configure global office hours and holidays in order to have all incoming calls routed to an
IVR or different number on these days.
 To do this:
1. Go to the “Settings” and click on the “Office hours & Holidays” tile.
2. In the “Configure Office Hours” section, configure the times that your office is open.
3. In the section “Configure Holidays,” click “Add.”
4. Give the Holiday a name, for example, “New Year.”
5. Specify a single day or a range of days.
6. Record or select pre recorded .wav files to play for these holidays.

Connecting 3CX Phone Systems (Bridges)

On this topic
 Introduction

 Creating a Bridge

 Step 1: Create a Bridge on the Master Phone System

 Step 2: Create a Bridge on the Slave Phone System

 Step 3: Configure Presence across the Bridge

 See Also

Introduction
You can connect two separate 3CX Systems together, allowing you to make calls between
branch offices for free just by utilizing your existing internet connection. A “Bridge” can be
assigned a prefix, which you will dial to access the other 3CX Phone System. This prefix must be
followed by the extension number you wish to reach on the other 3CX Phone System.
Alternatively, you can assign the extensions in one Office to start with one number (e.g. 100, 101,
102 where all extensions start with 1), and the extensions in the second Office to start with a
different number (e.g. 200, 201, 202 where all extensions start with 2). This way, users from one
office can directly dial the extension number without using a prefix making calling between offices
or branches seamless. In this case, when the outbound rule is created, you must ensure that the
prefix corresponds to the numbering plan selected and that no digits are stripped.
Creating a Bridge
A bridge must be either a “Master” or a “Slave.” First you create a Master bridge on one 3CX,
and then you create a Slave bridge on the other 3CX.
 Step 1: Create a Bridge on the Master Phone System
1. In the 3CX Management Console go to “Bridges” node and click “Add > Master
Bridge.”
2. Enter a name for the bridge and take note of the virtual extension number. (You will
need this number when you create the “Slave” Bridge connection so ensure that the virtual
extension number generated is not in use on the other 3CX System which will host
the “Slave” bridge endpoint.)
3. Specify an “Outbound rule prefix” to be used for this bridge. If you specify 3, then
you must dial 3100 to reach extension 100 on the other 3CX Phone System. This prefix is
added to the caller number in case the call is not answered. Like this the called party can
redial missed calls easily. (An outbound rule is also required described in step 8 below)
4. Specify the maximum number of simultaneous calls you want to allow through this
bridge.
5. Specify the Authentication password that will be used for “ Authentication” by the
slave bridge.
6. The “Remote PBX uses SBC/Tunnel Connection” option allows all SIP and RTP
traffic to be sent via a single TCP port using the 3CX Tunnel. If enabled, enter the public IP
address or FQDN of the “Slave” 3CX Phone System, for
example “office2.3cx.com.” Then specify the remote 3CX Tunnel port. By default this is
5090.
7. Click “OK” to create the bridge.
8. Go to Outbound Rules node and Add a new rule. Enter a name, and enter the same
prefix you used in point 3 above. In the “Route” dropdown select your bridge and press OK.
Step 2: Create a Bridge on the Slave Phone System
1. In the 3CX Management Console of the “Slave” 3CX Phone System, Select
the “Bridges” node and click “Add > Slave Bridge.”
2. Enter a name for the bridge and assign the same virtual extension number as the one
configured on the Master 3CX Phone System.
3. Specify an “Outbound rule prefix” to be used for this bridge. Keep the prefix the
same with the one you chose for the master.  
4. Specify the Authentication Password configured on the “Master” 3CX Phone System.
5. In the remote PBX section, enter the Public IP or FQDN of the “Master” 3CX Phone
System and the port (default 5060).
6. Select if the remote PBX uses a tunnel connection or not. If yes, you must change the
port to 5090.
7. Click “OK” to create the bridge.
8. Go to Outbound Rules node and Add a new rule. Enter a name, and enter the same
prefix you used in point 3 above. In the “Route” dropdown select your bridge and press OK.
 Step 3: Configure Presence across the Bridges

1. Select if you want to “Publish Information” regarding presence to the other 3CX

system. If yes “Add” which groups should publish presence.
2. Select if you want to “Receive Information” - i.e. so that users in this 3CX system can
see presence of users in other offices. Note that Receive information is available only in the
Pro Edition.
3. Now configure the IP or FQDN of the remote 3CX system. (If a tunneled connection is
configured, this will be automatically populated.) If the webserver of the other 3CX Phone
System is running on non default HTTP/HTTPS ports - example 5001, then you need to
specify the port after the FQDN example “office2.3cx.com:5001.”
4. Now “Add” the users or groups that are able to see this remote connection from within
their client.

Managing your Phone System

On this topic
 Introduction

 Dashboard

 System Status
 PBX Status

 Information

 Event log

 Updates

 Auto Update

 3CX Labs

 Activity Log

 See Also

Introduction
3CX Phone System has been designed to require a minimum of management and monitoring.
For this purpose we have created a dashboard with key information, as well as an alert system
that will send you email notifications for important events occurring. 3CX can easily be updated &
upgraded and has extensive logging for troubleshooting purposes.
Dashboard
 Managing 3CX couldn’t be easier using the new management console dashboard page. The
dashboard page shows all key information and health status about your system in one easy to
understand page, grouped by System Status, PBX Status and Information.
System Status
This section shows key information about the health of the computer system on which 3CX is
running:
 The graphs shows processor usage over time. Spikes are normal, however if the
indicator is frequently above 70% over a continued period of time, then your system is
underpowered and you need to upgrade.
 Disk Usage - Ensure you have enough for call recordings and logs.
 Memory Usage
 Performance is the current processor usage
PBX Status
The PBX Status section shows you details of the status of your 3CX installation on this system:
 Trunks Up - Shows number of trunks registered versus configured.
 Extensions Up - Shows number of extensions active versus configured.
 Number of calls in use - Shows number of calls currently in use versus licensed.
 Blacklisted IPs - Shows IPs that have been blacklisted because of too many
authentication attempts.
 Event Log - Allows you to purge the event log.
 Call History - Shows amount of data used by Call History.
 Chat logs - Enable or disable Chat Logs.
 Automatic Backups - Displays whether you have automatic backup configured.
 Firewall Checker - Shows whether firewall checker was run and its result.
 Services - Green if all 3CX services are running, red if one or more is down. Click to
see which.
 System Extensions - Green if all system extensions are registered, red if some are not.
Information
 FQDN - shows FQDN used by system.
 IP - shows public IP of 3CX system
 PUSH Account - Default or own account - we recommend changing this to your own
google account for security purposes. Read how here.
 Webmeeting FQDN - Shows FQDN for Web meetings.
 Webmeeting MCU - Shows the default MCU; ensure its configured to your region.
 License - Shows whether license is activated, to which edition and version number.
 Maintenance - Shows when your maintenance expires.
 Sim Calls - Maximum number of licensed calls.
 Sim meeting participants - Maximum number of licensed conference participants.
 Outbound Rules - At least one or more outbound rules are required to make calls.
Event log
 The Event log is an important section in your dashboard, showing you critical events about your
system, requiring you to take note or immediate action. The following server events are posted to
the log:
 A person dialling the Emergency number (ID 4099).
 Changes to the status of a SIP Trunk (ID 4100).
 A trunk failover occurs, i.e. the backup rule is triggered (ID 12289).
 A Trunk or VoIP provider account responds with an error code (ID 12294) - This could
happen if your account is inactive or reached the credit limit.
 Upon registration or unregistering of an IP phone (ID 4101).
 The licence limit has been reached (ID 8193). The 3CX license limit on concurrent
calls. If this event occurs frequently you should consider upgrading your license.
 An IP is blacklisted (ID 12290) – This can happen if an IP has reached the maximum
number of failed authentication attempts. Frequently this points to a hacking attempt.
 An IP is blacklisted because of too many requests (ID 12292) – This happens if the
web server anti-hacking module blocks an IP because of too many requests.
 A Call Back request is triggered by the queue module (ID 102).
 Failure of a DNS resolution - (ID 12293) - This event occurs when the remote VoIP
provider could not be contacted. This could occur when your internet connection is down or
the specified IP or FQDN for the VoIP provider is incorrect or down.
 Failure of resolving an IP via STUN (ID 12295) – This happens when the STUN server
is down. This event will also be triggered when the internet goes down.
You can configure email alerts to be sent to you for critical events from
the “Settings” > “Email” > “Notifications” tab.
Updates
 3CX includes a powerful update system that allows you to easily keep your system up to date.
Updates are downloaded securely from 3CX servers and divided into the following sections:
 Updates - Updates to core 3CX services.
 3CX clients - Updates to 3CX clients.
 Phone Templates - Updates to the provisioning templates.
 VoIP Gateway - Updates to VoIP Gateway provisioning templates.
 SIP Trunks - New or updated configuration templates for VoIP Providers.
 Other - All other updates including CTI and certificates.
 New certified firmwares for supported phones present on your network are downloaded
automatically but not applied. Language Pack updates, Prompt sets and new integrations are
now updated from their respective section in the settings node. To update, simply select which
you wish to download and update.
Auto Update
To minimize actions required to keep your system up to date, 3CX has an auto update features.
Auto update will update 3CX on a given time and day to the latest Release version. The following
components are updated automatically:
 3CX Phone System updates (only Release versions)
 3CX client updates (Windows and Mac OS)
 iOS Push Certificate Updates
 PSTN gateway templates
 VoIP provider templates
 For Debian OS based installs, you can enable automatic installation of Debian security
updates.
3CX Labs

3CX will release beta versions of all its updates to allow you to test prior to installation. The betas
are not automatically installed but will show up in updates so that you may elect to install them.
These beta updates are recommended for test installations and are supported via the ticket
system only. When a beta update is installed, 3CX can only have further betas installed once the
beta has been released and your system updated. Backups of systems running a beta update
can not be restored on an older release version!
Activity Log
To troubleshoot 3CX Phone System you can use the Activity log. It shows the activity of the
server, and logs potential reasons for error conditions. The Activity Log allows you to easily filter
based on an Extension, or a particular call. In addition, you can filter the logging by date and time.
Click the “Settings” button to enable verbose logging which will show whole SIP messages and
debug information. You can also configure for how many days to keep backup logs. Note that
verbose logging consumes a lot of disk space and uses more processing power. It is important to
change the level back to low or medium after the troubleshooting session is complete.    

Backup, Restore & Failover
On this topic
 Introduction

 Creating Backups

 Step 1: Configure a Location to Store Backups

 Step 2: Create a Backup

  Restoring a Backup

 Immediate restore

 Scheduled restore

 Failover

 See Also

Introduction

3CX Phone System has an integrated backup and restore functionality, to allow you to:
 Create regular backups.
 Allow for easy upgrades to newer versions of 3CX Phone System.
 Allow hassle-free moving from one machine to another.
 Configure a standby server for fault tolerance.
Creating Backups
To backup your system, you will need to decide where, what and when to backup your PBX.
 Where: Choose between local drive, Google Drive or remote FTP.
 What: System configuration, Voice Mail, Recordings etc.
 When: One-off or at scheduled intervals.
To take backups, the services will not need to be stopped. Nonetheless we recommend doing it
at off peak hours.
 Step 1: Configure a Location to Store Backups

3CX will save and restore backups to a central backup location. This backup location can be
remote or local. To choose a location to store backups:
1. Launch the 3CX Management Console and select the “Backup and Restore” node.
2. Click on “Location,” to configure the location for backups.
3. Select the location type and configure accordingly:
 “Local disk” - Click the browse button to choose the location.
 “Google Drive” - A folder on Google Drive.
 “FTP” - Requires a path to the FTP server and a username and password for the
account that has rights to access the FTP folder.
4. We recommend using Google Drive, to configure:
 You will need a single user “Gdrive” account or a business “Gsuite” account.
 Login to this Google Account in the same browser window.
 Select Google Drive as location type.
 Click on “Authorize”.
 You need to confirm to Google that you want to allow your 3CX install access to this
folder (Just your install gains access, not 3CX!). Click “Allow” so that your 3CX install can
access the folder.
 An authorization code will be generated. Copy it into 3CX.
 Select the folder where the backup should be saved.
5. Click “OK” to save the location.
Any backups that will be created will be stored to this location and shown in the backup repository
window. You can then download or delete backups from there.
Step 2: Create a Backup
To create a backup:
1. Go to the “Backup and Restore” node and press the “Backup” button.
2. Specify a name for the backup.
3. Select the items you would like to backup.
4. Click the “OK” button to start the backup immediately. Once the backup completes
click “Close.” The new backup details will appear in the backup repository window.

To schedule a backup:
1. Go to the “Backup and Restore” node and press the “Backup Schedule” button.
2. Enable the “Enable Schedule Backup” option.
3. Choose what to backup and then choose between “Daily” or “Weekly” specifying the
time.
4. Choose a backup rotation - this is the number of backups to keep before overwriting
the oldest. For example, if you choose a weekly backup schedule and a rotation of 4, you
will always have 4 backups to restore from, going back 4 weeks.
5. Press “OK,” to schedule your backup.
Restoring a Backup
You can restore a backup immediately, in case you wish to move 3CX to another server or
upgrade from an old version. Alternatively you can schedule a restore choosing whether 3CX
 should start the services after the restore or not. The main purpose of a scheduled restore is to
keep a second system on standby with up to date configuration and user data.
TIP: If you have backups from a previous version or another installation you can put them into the
location you chose to store your backups. 3CX will recognize them and you will be able to use
them and restore them.
Note: Restoring a backup stops all the 3CX Phone System Services.
Immediate restore
To perform an immediate restore:
1. Click on “Backup & Restore” node, select which backup to restore and click
the “Restore” button. A window will open warning you that all the services will be stopped
during the restore process. Click “Yes” to restore or “No” to cancel.
2. The management console will logout and the restore will proceed. You will then have to
log back in once the restore is complete.
Scheduled restore

A scheduled restore is used for keeping a second server on standby and up to date with the
latest data and configuration. To perform a scheduled restore:
1. Go to “Backup & Restore” node, click on the “Restore Schedule” button.
2. Make sure that the “Enable Schedule Restore” option is enabled.
3. Select when to start the restore process (Daily or weekly) and at what time.
4. Select whether you want to start the 3CX Services after the restore or not.
5. The backup that you have scheduled will be restored (called
3CXScheduledBackup.zip). Manually triggered backups are NOT restored automatically.
Failover
3CX supports failover out of the box (requires a PRO edition). You can easily setup an active -
passive failover using just two machines. Effectively a second server is configured which
continually gets updated using a scheduled restore. In addition it monitors the active system.
When it detects a failure, it switches itself to active. 
 Call Logs & Reporting
On this topic
 Introduction

 Call Log

 Creating Reports

 See Also

Introduction
Calls can be analyzed by reviewing the call log as well as by generating call reports. Reports can
be sent out ad hoc or be scheduled to be sent out daily, weekly on specific days or on the first
day of the week. You can also receive these reports in various formats, such as PDF, CSV,
HTML, Rich text format and XML. The following report types are available for all 3CX editions:
 Extension Statistics - See reports about calls to and from specific extensions.
 Call Cost by Extension Group - Run reports on groups to see call costs.
 Call Cost by Call Type - Specify extensions and see their call costs.
 Ring Group Statistics - See information about calls to ring groups.
 Basic Queue Statistics - See how your queues are performing.
Note: The additional advanced call reports require a 3CX PRO Edition license.
Some reports require that you configure call types and call costs. This can be configured from the
relative buttons in the “Call Reports” main screen. The settings button allows you to change the
logo that is used when reports are generated.  You can also clear purge the call log records from
here.
Call Log
 The call log node lets you filter specific calls and analyze or export them. You can search for
particular calls from the search bar, or you can filter calls based on:
 Date range.
 From: Extension(s), Numbers, Internal or External Numbers.
 To: Extension(s), Numbers, Internal or External Numbers.
 Unanswered/Answered calls.
Creating Reports
 Reports are generated and sent automatically by email, so that report creation can be executed
as a low priority process and will not interfere with the phone system. To create a report and
receive it by email:
1. From the 3CX Management Console, select the “Call Reports” node. 
2. Click the “Add” button to create a new report.
3. From the report drop down menu choose the type of report to run.
4. Type a name for your report.
5. Configure your prefered Report Format from the drop down list.
6. Enter the email address that will receive the report.
7. From the frequency drop down box choose whether to run the report “One time now”,
or schedule run “Daily,”“First day of week,” “Weekly,” “Every 2 weeks,” “First day of
the month” on specific days.
8. Depending on the type of report, you will need to configure different options, including
Extensions, Extension groups, type of calls and date range.
9. Click “OK” to generate the report.
Configuring Digital Receptionist / Auto
Attendant
On this topic
 Introduction

 Recording a Menu Prompt

 Creating a Digital Receptionist

 Allowing Callers to Dial an Extension Directly

 Call by Name

 Self-Identification Message

 Exchange Server IVR Integration

 See Also

Introduction

The digital receptionist feature allows 3CX to answer phone calls automatically and present
callers with a menu of options. For example, “For sales press 1. For support press 2 or wait
on the line to be transferred to the operator.” A digital receptionist is also known as an auto
attendant or IVR.
You can configure many different digital receptionists each with their own extension number.
Depending on your preferences you may configure these to answer calls based on which line the
call comes in from, as well on whether the call is received inside or outside office hours.  For
example, you can have a different prompt for outside office hours that does not include the
options to be transferred to groups/queues that do not have agents available to take calls.
Recording a Menu Prompt
Before you create your digital receptionist, you must first write down the menu options you wish to
offer the caller and then record the announcement. A simple example would be, “Welcome to
Company XYZ, For sales press 1. For support press 2 or stay on the line for an operator.”
 Note: It is generally recommended to put the number the user should press after the option,
i.e. “For sales, press 1,”rather than “press 1 for sales.” This is because the user will wait for
the desired option and only then “register” what number to press.
Creating a Digital Receptionist

To create a digital receptionist:

1. In the 3CX Management Console menu, select “Digital Receptionist” > “Add.”
2. Specify a name for the digital receptionist.
3. Now click on the “Record” button and enter your extension number and the “Audio
File Name”. You will be called to record the prompt.
4. Alternatively click on the “Upload” button and specify a file that you previously
recorded. You must save the file in WAV format in PCM, 8 kHz, 16 bit, Mono format. (In
Windows Sound Recorder you must use the “Save As”option to save this format) Do not
use MP3 format. 
5. Select a custom prompt language if required.
6. Now specify the menu options. Select the appropriate key, and then select from the
available actions. Specify the extension number or virtual extension number (virtual
extension number in the case of Ring Group, Call Queue or to another Digital receptionist.)
7. Optionally you can link a DID number to this digital receptionist.
8. In “Destination for No or invalid input,” specify the timeout and where the call
should go if no valid input is received.
9. When ready, click “OK” to save the digital receptionist.
Allowing Callers to Dial an Extension Directly
Whilst a digital receptionist prompt is playing, a caller can enter the extension number directly to
be connected to an extension immediately. This allows callers who know their party’s extension to
avoid going through a receptionist. This option is enabled by default. If you wish to make use of
this feature simply instruct your callers by explaining this in the voice prompt. For
example, “Welcome to Company XYZ. If you know your party's extension number, you may
enter it now, otherwise, for sales press 1. For support press 2.”
Call by Name
You can also direct callers to the call by name function. This allows them to find the person they
wish to speak to by entering the first letters of the person’s last name on the phone dial pad. The
call by name function requires:
1. A self-identification message for the user. Users without a self-identification message
are not accessible via the call-by-name feature.
2.  Users can not have a last name with Unicode characters.
3. The Call-by-name menu feature must be made available from a Digital Receptionist as
one of the menu options.
The Call-by-name feature uses the last name of the user and compares it with the input (that has
been entered on the phone keypad). The following rules are used:
 The last name is converted to uppercase.
 All symbols except [2-9] and [A-Z] are ignored.
 The following translations for symbols are used:
 'ABC2' => '2'
 'DEF3’ => '3'
 'GHI4' => '4'
 'JKL5' => '5'
 'MNO6' => '6'
 'PQRS7' => '7'
 'TUV8' => '8'
 'WXYZ9' => '9'
The caller has to type a minimum of three digits (‘0’ – ‘9’) to call to a user. Digits ‘0’ and ‘1’ are
ignored, but can be used to call users with short last names (for example, to access someone
with the last name ‘Li’, you can type ‘540’).
After the user has entered three digits, IVR queries the phone system database for matching
users. If there are no matching users, you hear “extension not found.” If there is only one
matching user, the IVR plays “Please hold while I transfer your call” and redirects the call to
the chosen extension. If there are more than one matching user, the IVR will wait for additional
digits to be entered by the caller, for 2 seconds.
 If IVR waits for additional digits (more than one matching user) and caller presses any
digit, the IVR will add this digit to the current input and check currently matching users. If
there are no matching users, the IVR will play “extension not found.”
 If the user does not input any more digits (2 seconds elapsed or ‘#’ has been pressed)
and more than one user is matched, then the IVR will play: “To call Van Damme press 0.
To call Van Halen press 1. To exit press pound, (#).” In this example ‘Van Damme’ and
‘Van Halen’ are the self-identification prompts of the matching users.
Self-Identification Message
To record your self-identification message through your IP phone:
1. Go to your voicemail menu (Default 999).
2. Enter your voicemail PIN number.
3. Go to the options menu (‘9’ key).
4. Press ‘5’ key to record the self ID message.
5. Record your name only, i.e. “Sarah Jones.”
Exchange Server IVR Integration
Note: Requires 3CX Pro Edition License.
Exchange Server 2013 SP1 includes a voicemail and an IVR feature that can be interesting to
use for companies that deploy Microsoft Exchange Server. The Exchange IVR feature allows you
to leverage speech recognition in your company’s IVR. The voicemail feature allows you to
convert voicemails to text and forward them via email.

Configuring Ring Groups / Paging / Intercom

On this topic
 Introduction

 Ring Groups

 Paging

 Intercom

 See Also

Introduction
 The Ring Groups / Paging features allow you to route calls to multiple phones at the same time,
whereas the Paging feature allows you to make announcements to groups of people rather like a
PA system.
Ring Groups
A ring group allows you to direct calls to a group of extensions. For example, you could define a
group of three sales people, and have the general sales number ring on all three extensions at
the same time or after each other. When you create a ring group, you assign it a virtual extension
number. This will be the number used by the phone system to “address” the ring group. To add
a ring group:
1. In the 3CX Management Console, select “Ring Groups” > “Add Ring Group.”
2. Now enter the ring group options:
 Name – Enter a friendly name for the ring group.
 Virtual extension number – Accept the default or specify a different one.
 Ring strategy – Select the appropriate ring strategy for this ring group:
 Prioritised Hunt – Start ringing on the first extension, then the second etc.
 Ring all – All phones will ring at the same time.
 Ring time – Specify how long the phones should ring for.
3. In the section “Group members” add the extensions that should be part of this ring
group. Move the extensions up or down to configure the priority of an extension.
4. In the “Direct Inbound Dialing” section, optionally assign a DID number to the ring
group.
5. In the “Destination if no answer” section, you can define what should happen if the
call does not get answered by the ring group.
Paging
Paging allows someone to ring a group of extensions and make an announcement via the phone
speaker. The called party will not need to pick up the handset as the audio will be played via the
phone speaker. The person paging will not hear any audio back from the people being paged.
Both paging and intercom features require a phone that supports intercom and that is configured
to allow it. To add a paging group:
1. Click on “Ring Groups” and then select “Add Paging.”
2. Now enter the ring group options:
 Name – Enter a friendly name for the paging group.
 Virtual extension number – Accept the default or specify an extension number.
 Ring strategy:
 Paging
 Paging Multicast - Suitable for large paging groups. Requires phones to support
multicast.
3. In the section “Group members” add the extensions that should be paged.
To use the Paging feature you type the dial code plus the virtual extension number, e.g. *9800.
The user that will use intercom/paging must have has the right to do so.  Go
to “Extensions” > “Edit Extension” > “Rights,” and check the “Can Intercom” option.
You can configure the Paging dial code in “Settings” > “Dial Codes.”
Intercom
The intercom feature allows a phone system user to make an announcement to a single
extension. In this scenario the audio is two way, and the called party can respond immediately
without picking up the handset. To call a user via the intercom function, add the paging/intercom
prefix to the extension number. For example to make an intercom call to extension 100 you
should dial: *11100 (if your paging dial code is *11).
You can configure the intercom dial code in “Settings” > “Dial codes” > “Paging.” The user
that will use intercom must have the right to do so. Go to “Extensions” > “Edit
Extension” > “Rights,” and check the “Can Intercom” option.
This is your own dedicated virtual PBX, of which you have complete control. You now need to run the
PBX configuration tool, followed by the setup wizard:

1. Go to http://35.187.7.210:5015
2. Run the WEB PBX configuration tool, read how here
3. Enter your license key: GOL9-D76M-SLCN-T8N7
4. When asked for HTTPS and HTTP Ports leave the defaults of 5001 and 5000 respectively.
6. After this you will see the congratulations page and you can click on the link to access the
management console for the first time. After login, run through the setup wizard.
7. When asked for your mail server details, create an account on a google certified mail provider. This
is a Google requirement for security reasons. You can use Mailgun. Using this form, its free for up to
30,000 emails per month.

Next steps are to create extensions, deploy clients & phones and setup a SIP trunk! Go to the Admin
manual to read how!

This hosted instance will be automatically deleted in 48 hours. You can setup your own hosted
instance on Google Cloud, linked to your account, like so. Or use a competitive Linux VPS provider
such as OVH, read how here.
 How to Use Gmail as Your Mail Server in 3CX
By Bianca Allery,   Google+ profile 
Posted on : January 11, 2016, Last modified on : November 29, 2016

Follow the steps below to configure your Gmail account as the Mail Server for 3CX Phone
System. In this configuration your Gmail account will be used to send email notifications,
welcome e-mails and fax messages.
Note: In this configuration, Gmail can send a maximum of 500 emails per day. An outbound TCP
rule on port 587 may be required on some firewalls.
Configuring your Gmail Account as the “Mail Server” for 3CX

1. Access the 3CX Management console and go to Settings > Email

2. Click on the Mail server tab and fill in the following information
3. Mail server: Enter smtp.gmail.com:587
4. Reply Address: Enter gmail email address (must be the same as in step 5)
5. Username: Enter gmail email address
6. Password: Enter the password for your gmail account
7. Enable SSL/TLS checkbox
HOW TO OPEN GMAIL AND ALLOW WELCOME EMAIL TO WORK
 Grant 3CX Phone System Access to your Gmail Account

1. Sign in to your Gmail account

2. Click on the google apps button on the top right hand corner  
3. Click More and click on My Account

4. In the Section “Sign in and security” click on “Connected apps & sites”

5. Scroll down and set “Allow less secure apps” to ON