Optimize Call Center Operations with 3CX Caller ID: Empower Agents and Personalize Outbound Caller ID
Customize your outbound caller ID effortlessly with our user-friendly solution. Whether you want to represent a specific organization or target a particular geographical region, you have full control over your caller ID number. Empower your call center agents to display the organization’s phone number for a professional image or choose a caller ID that reflects the desired region to establish a local presence. With the 3CX Caller ID add-on, optimize your operations, increase efficiency, and enhance customer satisfaction by enabling agents to select the most suitable caller ID number for each call.
Effortlessly connect with customers in various regions by configuring your caller ID, initiating calls, and seamlessly switching back to your default Caller ID. Enjoy the convenience and flexibility of reaching out to clients worldwide, providing them with a personalized and professional calling experience.
ORGANIZE
Effortlessly organize your Direct Inward Dialing (DID) numbers based on customer names or geographical regions, giving you complete control over the numbers your agents see.
WEB APP
Experience the convenience of installing and accessing our versatile web application effortlessly. Enjoy the freedom to connect from any location using your preferred device.
APPEAR LOCAL
Increase your chances of connecting with potential customers by utilizing a local caller ID when initiating contact. By employing this straightforward method, you enhance the probability of recipients answering your call and actively participating in a meaningful conversation.
You need a Static IP for both VoIPTools and 3CX servers to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay.
NOTE:
While installing SQL Server, ensure the following,
Uninstall the previous versions of SQL Management Studio manually before installing the new version.
Install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio
NOTE:
When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X
You can order 3CX Caller ID online at https://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software.
There are a number of prerequisites that must be installed prior to installing the 3CXCaller ID . These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
There are a number of prerequisites that must be installed prior to installing the 3CXCaller ID. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
This User Guide contains step-by-step instructions to successfully install 3CX Caller ID. Begin by extracting the installer from the downloaded zip file (Step 1 below), then run the setup program named CallerIDInstaller.exe
Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Caller ID application.
In the Microsoft Defender SmartScreen, click the More Info option.
Figure 1: Microsoft Defender: More info
Click the Run Anyway option to start the installation.
Click on the software installer that was downloaded in Step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the installation of the prerequisites needed to run the ‘3CX Caller ID’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer), and, SQL Server Management Studio.
Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.
Figure 3: Prerequisites Setup Wizard
In the Prerequisites window, the installer will identify the missing prerequisites. You must install all the required conditions. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.
Figure 4: Select Prerequisites to Install
The installer will download and install the selected applications.
Figure 5: Prerequisites Installation in progress
In the Microsoft SQL Server License Terms click the Accept button to acknowledge the license terms and continue.
This page appears if you do not have SQL Server Express preinstalled in your device.
Figure 6: SQL Server Express: Accept License Terms
View the SQL Server Media target location in the Media Location field. If required, you can click the Browse button to change the location. Click Install to begin the installation of SQL Server Express.
Figure 7: SQL Server Express: Target Location
SQL server installation is in progress. This may take several minutes to complete.
Figure: SQL Server Installation In Progress
Click the Close button once the prerequisites are installed.
Figure 8: SQL Server Express: Installed Successfully
Microsoft SQL Management Studio installation is in progress. This may take several minutes to complete.
Figure 9: Microsoft SQL Server Management Studio: Installation in progress
Click Yes in the Confirmation Message Box to reboot the computer.
After all the prerequisites are installed, the 3CX Caller ID Setup Wizard appears. Click Next to Continue.
Figure 11: 3CX Caller ID Setup Wizar
On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Caller ID’ will be installed. Note that you cannot change the path.
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 13: Configure Relay Services
Click the Test Relay Settings to confirm ‘3CX Queues Wallboard’ can communicate with the Relay services running on the 3CX server.
If the ‘3CX Queues Wallboard’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.
Click Next to continue with the installation.
Figure 14: Test Relay services
NOTE:
If the test was unsuccessful:
confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
confirm that you have entered the correct IP address / FQDN for the 3CX server.
confirm that 3CX Caller ID and the Relay are using the same port and protocol.
When configuring 3CX Caller ID, select an existing Microsoft SQL Server instance in your environment. The database server can be a remote SQL Server, or a local instance running on the VoIPTools server.
On the SQL Database window, in the Server field, select the desired instance of SQL Server
NOTE:
We encourage you to use SQL Authentication rather than Windows authentication. Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX. Frequently our CFD applications require access to a SQL database. If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail. To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”. If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.
Figure 15: SQL Authentication
To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
In the Username and Password fields, enter valid SQL login account credentials
To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
In the Database field, the installer will automatically display the default database name. We encourage you to use the default name. If you are upgrading or reinstalling 3CX Caller ID, select the existing database name from the list.
Click the Test Sql Connection button to confirm connectivity to SQL Server and then click Next to continue.
In the Ready to Install window, click Install to start the installation of the ‘3CX Caller ID’.
Figure 17: Install 3CX Caller ID
The application installation progresses.
Figure 18: Installation of ‘3CX Caller ID’ in Progress
Once the installation is complete, check Launch 3CX Caller ID check box and then click Finish. The 3CX Caller ID configuration screen opens. If you want to close the installer without opening the configuration screen, then uncheck Launch 3CX Caller ID check box and then click Finish.
To access the ‘3CX CallerID’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX CallerID’ Web).
In 3CX Console Management, an extension in a group will have ‘Manager’ privileges if you assign a ‘Manager’ role or will have ‘User’ privileges if you assign a ‘User’ role.
Update Existing Outbound Caller ID for Logged-in User’s Extension #
Log in to the 3CX Caller ID web portal as an agent.
In the Caller IDs screen and from the Numbers drop-down, select the franchise whose extension you want to apply to your outbound caller ID.
Figure 25: Numbers dropdown
Once applied, the system displays the successfully updated message
Figure 26: Caller ID updated successfully
Manually Update Outbound Caller ID for Logged-in User’s Extension #
In the Manual Number field, enter the desired number manually with which you want to update the ‘Outbound Caller ID’ for the logged-in user in the 3CX Console Management.
Beside the Manual Number field, click the Update button to update the login extension with the new manual CallerID. The Manual Number field displays the manual Caller ID.
Figure 27: Add Manual number
NOTE:
You cannot revert manual number.
Figure 28: Manual number successfully added message
Reverting a caller ID for an agent will revert it back to the ‘Agent Caller ID’ (specified in the Agents tab). If the agent is not assigned any Caller ID, then the application takes the Default CallerID (specified in the Settings tab) of the extension group to which the agent belongs.
In the Caller IDs screen, beside the Numbers drop-down, click the Revert button.
Once the revert process is successful, the system displays the successfully reverted message and the outbound caller id of the extension.
NOTE:
Every agent must have a default Caller ID (Agents tab) else Caller ID will not be reverted.
The Numbers screen displays the Caller ID and Franchise details based on selecting the desired extension group. You can either add a new franchise or delete an existing one in the Numbers Screen.
Figure 30: Numbers screen – displaying Franchise Names and their CallerID Numbers
Reverting a Caller ID (from the Caller IDs screen) for a specific extension group will revert to its respective ‘Default CallerID’ (as configured in the Caller Settings screen).
NOTE:
Customers can work with same agents in multiple groups without any need of removing agents from existing groups and adding to required groups.
Hover over the mouse on the Settings tab and from the drop-down menu, select the Caller Settings option.
Figure 37: Select Caller Settings
In the Caller Settings screen, from the Extension Group Name: drop-down, select the desired extension group.
Figure 38: Extension Group Name
The Select Default CallerID drop-down lists all the Caller IDs associated with the Extension Group that you have just selected. Select the desired Caller ID from the list to make it a Default Caller ID for the extension group that you have just selected.
Figure 39: Select Default Caller ID for Respective Extension Group
This feature enables you to hide ‘Manual Number’ in the CallerID screen so that the user can access/ update only existing outbound caller id extension.
NOTE:
This feature is available only in ‘Version 16.0’ of ‘3CX Caller ID’ application.
Check Hide Manual Number checkbox and then click the Save button.
Figure 41: Settings Menu: Caller Settings
Navigate to the CallerID screen and you should now be able to see only the Number field.
In the Header Title field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
Click Apply to save the header title prefix.
Figure 50: Custom Header Title Prefix
The final result of the page when you do all the customizations,
Figure 51: Display of Customized Brand Settings
How To Setup 3CX Console Management For Calls In Caller ID? #
The purpose of this procedure is to ensure that calls from your extensions are routed effectively and carry the appropriate caller ID, providing a seamless and organized communication experience.
Log in to the 3CX Console Management and click the Outbound Rules option in the Left Side Panel.
Figure 52: Left Side Panel – Outbound Rules
Select the desired outbound rule from the Outbound Rule Name column.
Figure 53: 3CX Outbound Rules
NOTE:
Make sure that the selected Outbound Rule Name is on the top of the list. To bring the Outbound Rule Name on top follow the procedure,
Select the desired Outbound Rule Name.
Click the Move Up button to bring the outbound rule to the top of the list.
Figure 54: Outbound Rule On The Top
On the Apply This Rule To These Calls section, in the Calls From Extensions field, enter your extension.
Figure 55: Calls From Extension Field
On the Make Outbound Calls On section, in the Outbound Caller ID field, remove the outbound caller IDs for the desired route.
Figure 56: Outbound Caller ID Cleared
Scroll up and click the OK button to save your configurations.
You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.
Rest assured, our dedicated team is here to assist you around the clock, every day of the year. Whether you’re based in the USA or India, we’re ready to provide prompt responses to your technical queries.
Windows Event Log for VoIPTools Applications and Services #
For troubleshooting any application errors, our Windows Event Log contains a comprehensive list of error messages, warnings, and informative notes related to all our VoIPTools applications and services. It’s a valuable resource to help you pinpoint and resolve any issues you may encounter.
Are you looking to collaborate with other VoIPTools customers facing similar challenges? Our forum is the perfect platform to exchange ideas, solutions, and best practices. Join the conversation at: https://www.voiptools.com/community/
Got questions that need immediate answers? Our chat support team is available to assist you in real time. Just click on the Live Chat button located at the lower right corner of our website, and we’ll acknowledge your queries right away.
To ensure a thorough understanding of your concerns, email us at support@voiptools.com. Describe your issue in detail, and we’ll get back to you within one business day with the support you need.
If you prefer to speak with a representative directly, you can reach us at +1 801-642-4655. Our attentive team is available to take your calls from 8:00 AM to 6:00 PM (Central Standard Time).
If you’ve purchased our products through a VoIPTools Partner, rest assured that they provide first-level support at no additional cost. Partners have access to 100% free technical assistance and actively participate in the troubleshooting process.
VoIPTools customers enjoy access to our online manuals and receive support through emails (with responses within one business day) and live chat. However, please note that we do not provide remote server login assistance.
For a more hands-on experience, consider our “Installation Support” package. Our expert support team can log in to your servers, and install and configure all our tools. This comprehensive service includes setting up SQL Server Express and Internet Information Server if necessary. We’ll work closely with you to tailor our applications to meet your requirements.
We’re committed to providing top-notch support to ensure your VoIPTools experience is smooth and hassle-free. Contact us today, and let us assist you in making the most of our powerful tools!