What email address or phone number would you like to use to sign in to Docs.com?
If you already have an account that you use with Office or other Microsoft services, enter it here.
Or sign in with:
Signing in allows you to download and like content, which the author will be aware of.
Embed code for: 3CX Phone System User Guide
Select a size
Make and Receive Calls with 3CXPhone 3CXPhone allows you to easily make calls using a variety of options. You can dial a number directly from the keypad, copy and paste a number into 3CXPhone, use the company phonebook or personal contacts to dial a number and even return calls or redial a number from the recent calls screen. Dialing a number or extension directly 1. Using your mouse dial the number from the on-screen keypad: 2. Click on the “Call” button to make your call. 3. If you are in Softphone mode, your call will be made using your headset or your computer speakers and microphone. Making Calls from the Phonebook Click on the “Contacts” button in the bottom menu to access the phonebook. You will see the phonebook entries along with their respective icons indicating the type of each contact. There are four types of contacts in the 3CX Phonebook (contact list): Company Contacts: Personal Contacts: Extensions: To make a call to any one of these contacts: 1. Double click, right click or tap on the contact that you want to call. 2. On the contact info screen select “Call”. Making Calls Using Copy and Paste You can also make a call using copy and paste: 1. Select the number you want to dial. 2. Press CTRL+C (on PC) on your keyboard or right click and copy using the mouse. 3. Open 3CXPhone for Windows. 4. Click on the 3CXPhone dial screen. 5. Press CTRL+V (on PC) to paste the number. 6. Click on the “Call” button to make your call. Making Calls from Call History (Recents) 1. Click on the “Call History” button on the bottom menu. 2. Find the call entry that you want to call back. 3. Double click or tap on the contact to call back. Press “>” (only on PC) to access Contact Details. Receiving Calls with 3CXPhone When you receive a phone call, 3CXPhone will automatically pop up on your screen and show you the Caller ID. Three options are available: 1. Answer the call. 2. Decline (Reject) the call. 3. Divert the call to your voicemail. Auto Answer With 3CXPhone for Windows you have the option to auto answer your incoming calls. To do this go to “Settings” and then “Advanced Settings. Click on “Auto Answer”. When you have an incoming call 3CXPhone for Windows will automatically answer the call. Transferring Calls with 3CXPhone 3CXPhone for Windows allows you to easily transfer calls to other users using either “Blind” or “Attended” transfer. In a Blind Transfer the call is transferred without notifying the recipient. In an Attended Transfer the recipient is notified by the person performing the transfer (while the caller is on hold) and if the recipient agrees to take the call then the transfer is performed. Blind Transfer To perform a blind transfer: 1. While in a call, click on the “Blind Transfer” button . 2. Enter the number you want to transfer the call to. Alternatively, you can search for a contact by typing the name or number of the contact you are looking for. 3CXPhone will filter your contact list and suggest users/extensions. 3. Click on the “Transfer” button to transfer the call. To transfer a call via drag and drop, or right-click actions you can use the Expanded Presence Screen. Attended Transfer To perform an attended transfer: 1. While in call, click the “Attended Transfer” button . 2. Dial the number you want to transfer the call to, click the “Call” button and announce the transfer to the recipient. Alternatively, you can search for a contact by typing the name or number of the contact you are looking for. 3CXPhone will filter your contact list and suggest users/extensions. 3. After confirming that the recipient wants to take the call, click the “Transfer” button . The call will be transferred to the recipient. Check out our videos to see how easy it is to make a blind or attended transfer using the quick search option. You can even use the BLF Panel in 3CXPhone for Windows to transfer calls. Check out how to make a blind or attended transfer with the BLF Panel in the videos. Checking and Managing your Voicemail from 3CXPhone When your extension is busy, cannot be reached or you choose not to take a call, callers have the option to leave a voice message on your extension. These messages are stored in chronological order and can be accessed from your IP phone, smartphone, or directly from 3CXPhone. If you have unheard voicemails, a blue envelope icon appears on your 3CXPhone Dial Screen. To check your voicemails: 1. From the Dial Screen, click the “Voicemails” button to see your unheard voicemail list. 2. This tab shows all the voicemails in your voicemail inbox. Unheard voicemails are shown in blue. Heard voicemails are shown in grey. 3. Double click, right-click or tap on a voicemail to bring up the options menu and select: Play – this downloads the voicemail as a .WAV file and will automatically play it on your PC. Play in your Softphone In Softphone mode 3CXPhone will receive an incoming call from Caller ID “Playfile”. Answer to listen to your voicemail through your device’s speakers. 4. On the dial pad screen the blue envelope will now turn white, meaning you have no new voicemails. Manage your Voicemail Along with the Play options, you can manage your voicemail by selecting any of the following: Call – This option will call back the contact/number that left you the voicemail. Mark as Heard – Marks the selected voicemail as heard. Mark as Unheard – Marks the selected voicemail as unheard. Delete Voicemail – Deletes the selected voicemail. Leaving Voicemail to a Particular Extension To leave a message in the Voicemail of a particular Extension: Dial *4<extension number> For example, *4100, will leave a voicemail message for extension 100. Customizing your Voicemail Greetings (Windows) 3CXPhone allows you to personalize your voicemail greetings according to your status. By default, 3CXPhone will use the message set by the system. To set your own voicemail messages: 1. From the Dial Screen, click or tap one of the “Voicemail” buttons. 2. Click on the folder button to go to the “Set Voicemail Greetings” tab. Recording a Personalized Greeting 1. In the “Set Voicemail Greetings” tab, click the “Record” button . 2. You will then be prompted to enter a filename for the voicemail greeting message. Click “OK” after entering the filename. 3. You will receive a call from Caller ID “RecordFile”. 4. Answer the call and follow the in-call instructions. You will be prompted to press “#” to end the recording and press “0” to save the recording. While in-call click the Keypad button to bring up the keypad. 5. When the call ends you will be returned to the main 3CXPhone for Windows screen. Click the “Voicemails” button to return to the “Set Voicemail Greetings” tab. 6. The recorded message will be available for all statuses. Select the status that you wish to set the recorded message for by clicking on the field next to the status. 7. Click the “Voicemails” button to save your changes and return to the voicemail list. To record another custom greeting follow the same procedure. Setting a Pre-recorded Message as your Voicemail Greeting (Windows) To browse and set a pre-recorded greeting follow the procedure below: 1. While on the “Set Voicemail Greetings” tab click the folder button . 2. A dialog will appear where you can browse to select the .WAV file that you wish to use. 3. Navigate to the file, select it, and click “Open”. 4. The file will now be selected for that status. 5. Click the “Voicemails” button to save your changes and return to the voicemail list. Note: If any status is left to the “Play Default” option, and the “Default” field has been set to a custom message, then that greeting will be used whether that is the system default greeting or a personalised message. Configuring Forwarding Rules What Are the Call Forwarding Rules? The call forwarding feature allows you to configure how 3CX Phone System will handle incoming calls that you are unable to take. Depending on your current status and time, you can forward calls to voicemail, another extension, an external number, Skype ID, your mobile, or send a busy signal. 3CXPhone can be configured to automatically switch between “Available” and “Do Not Disturb” status based on how your office hours are configured. Ask your administrator for this feature. Configuring Call Forwarding Rules 1. Click or tap on your status. 2. From the list click or tap “>” to access the forwarding rules for the selected status. 3. From this screen you can select your status message, when your status should be switched back to previous status i.e. after one hour and where your calls should be forwarded to during this time. Call Forwarding If your status is set to one of the above, incoming calls can be treated differently according to the selected rules: Custom Profile Name Enter a custom profile name to provide extra details. Combine this with a custom status. Applicable to “Lunch”and “Business Trip”. Custom Status Message Enter a custom status message to provide extra details. For example, if you enter “Checking invoices” your status will appear as “Available - Checking invoices”. Switch status back after You can select to automatically switch back to your previous status after a specific period of time. Unanswered Calls No Answer Timeout: The time in seconds you will have available to answer the call before the forwarding rules come into effect. Forward to: Where to forward a call when there is no answer and the timeout expires. My Voicemail: Forward to your voicemail. Extension: Select the extension you wish to forward your unanswered calls to. Check the “Voicemail”option to forward the call to the extension’s voicemail. My Mobile*: Forward to your mobile number. Your mobile number must be specified in 3CX Phone System by your administrator. External Number or Skype ID: Enter an external number to forward your calls. System Extension: Forward to a special Extension set by the Administrator i.e Conference Send Busy: Disconnects the call after the timeout expires. Forward Internal Calls To: Where to forward internal calls when there is no answer and the timeout expires. Follow the same rules applied in “Forward to”. *Rebound: When the rebound option is enabled, the called party will be notified of an incoming call and will be given the option to take the call or to direct it to voicemail. Busy or Not Registered When your 3CXPhone is busy or not registered, you can set calls to be handled using the same options as above. Also Ring My Mobile Option If this option is checked and you have a mobile phone number specified in 3CX Phone System, it will also ring your mobile number. Accept Multiple Calls Option Allows you to receive a second call if you are already on the phone. Creating Exceptions to Forwarding Rules (Windows) 3CXPhone for Windows gives you the option to set exception rules for certain pre-defined numbers. These pre-defined numbers will be treated differently from non-defined numbers. For example, you can have calls from a particular number to be redirected to your mobile or another extension during “Out of Office” hours. Note: There is a limit of 15 exceptions per extension. 1. Click the Settings “Gears” button. 2. Select “Call Forwarding”. 3. Click on “Exceptions”. 4. Click on the button on the bottom of the screen to be prompted to the Exception rule screen. 5. In the “Calls from Caller ID” field, type the number that you want your exception rule to apply for. 6. The “Received during” section specifies when you want this exception to apply. Select from: All hours. Office hours. Out of office hours. Specific hours: Hours that you have specified. Specific hours excluding holidays: Hours that you have specified, excluding holidays. Outside specific hours: The rule applies when out of specified hours. Outside specific hours including holidays: The rule applies when out of specified hours, including holidays. 7. Click “Configure” to configure the time for the selected rule. 8. Select the time interval during which the rule will be active, by filling in the “From” and “To” fields for the days that you want this rule to apply. 9. Press “ ” to add it to the day that you selected. You can add multiple hour intervals for multiple days by repeating this process. 10. Once you have finished specifying the days and hours for the rule, click “OK” to return to the “Exception rule” screen. 11. Expand the list under “Forward to” and choose “Extension”. 12. A new dropdown list will appear. Expand the list and choose the extension you want to transfer the call to. To transfer the call to the voicemail of an extension check the “Voicemail” option. 13. Click “OK” to return to the Exceptions rule list. You should see your newly configured exception listed. 14. Click the “Diskette” button to save. Using Presence/Status The Presence/Status feature allows you to set your status for your colleagues to see and, based on your status, how your calls are handled. For example, if you are in a meeting, you can set your status to Away so that calls will be automatically diverted to another extension or to your voicemail. Your status is displayed in your colleague’s Presence screen. In the Presence screen you can see the status of other 3CXPhone users. If, for example, you want to transfer a call to an extension, you can see if that extension is busy before you make the transfer. Setting Your Presence Status 1. Click or tap on the status area in the top left corner. 2. From the menu, select your desired status and click on it. On an iOS device press “Done” to apply: Available Away Do Not Disturb Lunch – a custom Available status that can be configured when setting forwarding rules. Business Trip – a custom Out of office status that can be configured when setting forwarding rules. 3. Click on the “>”. From this screen you can select your status message, when your status should be switched back to previous status i.e. after one hour and where your calls should be forwarded to during this time. Setting a Custom Status In addition to Presence you can set a custom status for all the available statuses. For example, selecting“Away” and adding “In a meeting”. For Windows select your status, and click “>”. Enter your custom status and click “OK”. For Android and iOS devices tap your status and enter the custom message in the dialog. Note: You can set the names of Business Trip and Lunch by pressing “>” and entering the custom presence name. In or Out of Office? 3CXPhone for Windows is capable of automatically detecting whether you are in or out of office (based on your IP) and will automatically switch to the appropriate setting. Setting your Presence Status Automatically You can have your status set to “Do Not Disturb”, “Available” automatically based on your office hours. This has to be done by the Administrator through the 3CX Phone System Management Console. Ask your administrator about this feature. During office hours you will be logged in as “Available” and when your office hours end your 3CXPhone will switch its status to “Do Not Disturb” automatically. The Administrator can also set to be logged out of queues and inbound calls can be blocked from the 3CX Phone System, when the status changes. Seeing the Presence/Status of your Colleagues Presence allows you to check the status of an extension so that you are aware of who is busy, who is available and who is away. Being able to instantly see the status of each agent means that you can transfer the call faster and easier. The presence menu also allows you to interact with other extensions: 1. Click on the “Presence” button in the bottom menu. 2. You will see the list with the 3CX Phone System extension groups and their statuses. 3. Select the extension that you want to interact with and double click or tap to call or, click on “>” to see Contact Details for more actions. Using the 3CX Phonebook The phonebook allows you to quickly launch calls without wasting time finding a contact’s number and subsequently entering it in the phone. Not only can you dial numbers directly from the phonebook but also perform a host of actions that can also save you time. Click on the “Contacts” button at the bottom menu to access the phonebook. There are four types of contacts in the 3CX Phonebook (contact list): Company Contacts : These are contacts retrieved from 3CX Phone System. Personal Contacts : These are contacts added by the user and can be seen only in the user’s client. Extensions : Your company extensions. Note: To be able to add, or edit company contacts you must be given the right to do so by the 3CX Phone System administrator. Adding Contacts 1. While on the phonebook tab, click on in the top right corner. 2. In the new 3CX contact screen fill in the contact details. 3. If you have the rights to create company contacts you can select the “Add to company phonebook”option. This option will save the contact to the Company Phonebook, allowing all users within the company to access it. 4. Click on “OK” to save the contact. Searching for a Contact in the 3CXPhone Phonebook 1. In the search field at the top of the contact list start typing any contact detail of the contact you are searching for. This could be the name, email address, or phone number. The contact list will begin to filter and show the results as you type. 2. Double clicking on a contact will take you to its contact details screen, or right click on the contact and select the desired action from the drop down list. Managing Your Phonebook Entries Editing Contacts 1. In Contacts , scroll down the list or search and find the personal contact you want to edit. 2. Double click, right click or tap on the contact to view the contact's detail page. Select “Edit”. 3. Update or change the contact details and then click “OK” to save the changes. Deleting Contacts 1. In Contacts, scroll down the list or search and find the personal contact that you want to delete. 2. Double click, right click or tap on the contact to view the contact's detail page. Select “Delete”. 3. The contact will be deleted and you will be returned to the contact list. Call History The Call History tab shows all your outbound, inbound and missed calls. For each call you can see the date, time, number, the caller name and the call type. To view the Call History click on the “Call History” button on the bottom menu in 3CXPhone for Windows. There are three types of calls: Incoming Calls Outgoing Calls Missed Calls Calls can be filtered using the buttons at the bottom (Windows, iOS) or top (Android) of the call history list. The chosen filter (All, Incoming, Outgoing, Missed and Abandoned Queue Calls) is highlighted to indicate what is selected. You can clear or refresh the call history by clicking on the or the buttons. Managing Recordings Recordings can take up a lot of space so it’s a good idea to keep them well managed. You can access, play and delete recordings directly from 3CXPhone installed on your Windows PC or Android and iOS devices. 3CXPhone for Windows 1. From the dial pad screen, click the “Settings” button. 2. Select “Recordings” to access your recordings. 3. A list of all recordings will be displayed, along with information such as the name of the contact that you recorded, the extension/phone number, the date that the recording was made and the time the recording started. Conference recordings have “700” as their entry name. 4. Right click on a recording and select the desired action: When “Play Recording” is selected you will be asked to save the file on your computer. Once the sound file is saved the media player will automatically open and play the recording. When “Play on Phone” is selected you will receive a call from Caller ID “PlayFile”. Answer the call to hear the recording. t the extension that you want to interact with and double click or tap to call or, click on “>” to see Contact Details for more actions. Using the 3CX Phonebook The phonebook allows you to quickly launch calls without wasting time finding a contact’s number and subsequently entering it in the phone. Not only can you dial numbers directly from the phonebook but also perform a host of actions that can also save you time. Click on the “Contacts” button at the bottom menu to access the phonebook. There are four types of contacts in the 3CX Phoneb