Introduction #

Are you planning to schedule your staff to respond to after-hours support requests? It is now possible with 3CX On Call Manager. A web portal allows you to manage schedules and respond to requests.

Common Challenges faced when handling on-call requests #

• Huge costs are associated with the Traditional system when the company size is large having multiple groups.  
• Preparing spreadsheets to the answering service considering all the variables like sick leaves etc.  
• Ability to notify the right people at right time.  
• Handling requests when staff do not respond.  
• Tracking the Service Level Agreements (SLA) and the staff performances.  
• Choosing between voice mail and live answer  

Why On Call Manager? #

3CX On Call Manager relieves you from the trouble of taking care of your customer requests for help when your support staff is not working. 3CX On Call Manager seamlessly integrates with 3CX and makes automated notifications easy while enabling you to provide better service to your customers.

Here are some reasons to use VoIPTools On Call Manager

• No need to pay for expensive external answering services, pass around the on-call cell phone, modify inbound rules in 3CX daily, or any other partial solutions commonly used with 3CX. 
• Integrate the On Call Manager with 3CX to make automated notifications easy while enabling you to provide better service to your customers. 
• Avoid scalable costs.  For other answering services you need to pay for each group or department but with On Call Manager you can have unlimited notification groups.  
• Unlimited Voice mailboxes.  
• Calendar-based recurring schedule – Avoid tinkering with the forwarding rules, handing phones to other people and uploading spreadsheets on the list of agents available for on-call service.  
• Live answer with fail-over to a voicemail box.  
• 30 levels of escalation.  
• Multiple channels of escalation – SMS, Email, and phone call.  
• Security Roles – Give Admin rights only to the managers and prevent agents from altering the schedules.  
• Audit Trail – Gives you critical data and statistics of Resolution Notes, and SLA Reporting, required to make decisions and check on the employees’ performance.  

How does it work? #

When your customers are sent to a support queue, 3CX On Call Manager will search a calendar to see who is scheduled to handle after-hours support calls. The software logs your scheduled agents into the queue automatically. If the max queue hold time is exceeded, the caller will be asked to leave a voicemail. 3CX On Call Manager will automatically notify your staff that there is an open support request. In addition to calling your staff on the phone, the program can send text messages, and emails with a copy of the customer’s voicemail for your staff to hear, along with a text transcription of the voicemail.

How does it notify you? #

3CX On Call Manager provides multiple levels of notification. You can configure how staff are notified, how many times you want 3CX On Call Manager to notify an employee, and how long to wait between notifications. If an agent doesn’t respond, 3CX On Call Manager will escalate notifications to the next agent.

A web portal makes it easy for you to set up staff preferences, administer the schedule, review a log of support requests and notifications, and update the status of the support requests.

Having an event log makes it easy to track after-hours support requests, monitor compliance with service level agreements, and track staff performance.

3CX On Call Manager ensures you are notified of support requests and helps you provide timely responses to those requests. It ensures quick responses to help requests and thus improves your customer service.

How to use On Call Manager? #

3CX On Call Manager is a one-time installation process. Once you install it, the product will automate the call management according to the settings that you configure in the web portal.

Prerequisites #

Before installing 3CX On Call Manager, you need to ensure that your computer meets the minimum requirements mentioned below:

• 3CX Version V16 and V18 (64 bit) (Professional or Enterprise Version Only)
• Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
• Microsoft Internet Information Server (IIS) 7.0 or above
• .Net framework 4.7.2
• Port number 5550 opened on your device.

NOTE:

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation #

	Download software You can order 3CX On Call Manager online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	Install Prerequisites Several prerequisites must be installed before installing the 3CXOn Call Manager. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	Install 3CX On Call Manager. This User Guide contains step-by-step instructions to successfully install 3CX On Call Manager. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named OnCallManager.exe
	Register your License Key You must register your license key to activate 3CX On Call Manager. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Step By Step Installation Procedure #

The following section guides you through a detailed walk-through of the installation process:

Step 1: Download 3CX On Call Manager #

1. 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 On Call Manager application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

1. Click the Run Anyway option to start the installation.

Step 2: Install the Application #

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

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

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

The installer will download and install the selected applications.

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

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

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

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

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

Step 3: Start the installation process #

1. After all the prerequisites are installed, the 3CX On Call Manager Setup Wizard appears. Click Next to Continue.

2. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX On Call Manager’ will be installed. Note that you cannot change the path.
3. Click Next to continue.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
2. Enter 8801 in the Relay Port field.
3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

4. Click the Test Relay Settings to confirm ‘3CX On Call Manager’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX On Call Manager’ 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.
6. Click Next to continue with the installation.

NOTE:

• You must set the Relay Port to 8801.
• If the Relay test fails, you cannot continue the installation until you establish communication with the Relay. 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 FQDN for the 3CX server.
  • Confirm that the 3CX On Call Manager and Relay use the same port and protocol.

Step 5: Configure the database #

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

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

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”.

2. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials.
4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
5. In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX On Call Manager, select the existing database name from the list.
6. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX On Call Manager #

1. In the Ready to Install window, click Install to start the installation of the ‘3CX On Call Manager’.

The application installation progresses. This may take several minutes to install.

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

Web Portal #

To access the ‘3CX On Call Manager’ 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 On Call Manager’ Web).

When connecting to the web portal, you will be asked to provide login credentials.

1. In the Extension field, enter your 3CX extension number.
2. In the PIN field, enter your 3CX voicemail PIN.
3. Click Login button to login to your account.

Login Privileges #

As a ‘Manager’, you can have access to all the screens of the application.

• As an ‘Agent’, you can have access to only ‘Events’ and ‘About’ screens.

Registration #

Registration is required to authorize your license key. Following are the advantages of registering with VoIPTools,

• Helps VoIPTools provide a replacement key if your license key is ever lost.
• Lets VoIPTools notify you of any product updates, and reminders if your key is reaching the renewal date.

Follow the procedure to register with the application,

1. Under the Web Application, on the top menu, click the Settings tab to display the settings dropdown.

2. Click the General Settings option from the dropdown.

3. In the General Settings screen, select the License menu.
4. Enter details in all the fields and click Registerto complete your registration.

NOTE:

The license key permits you to install this software on one computer. This is not free software.

Settings tab #

Hover over the mouse on the Settings tab to display the dropdown menu with the following menu options:

• General Settings
• Site Settings

General Settings #

The General Settings screen enables you to register the software, configure notifications, create 1st level queues, create voicemails, create monitor extensions, control who can access configuration screens, configure email server and configure voicemail to text transcription.

The General Settings tab has the following menu options,

• General
• Monitor
• Admins
• Email Template
• Email
• Transcript
• License

General #

The General screen enables you to configure Notification settings and start/stop 3CX On Call Manager Windows Service.

Configure Notifications #

1. In the Contact Attempts box, select or type the number of contact attempts.
2. From the Time between attempts box, select or type the time (in minutes) you want 3CX On Call Manager to wait between the ‘contact attempts’.
3. From the Max Escalation Levels box, select or type the number of escalation levels
4. Click Save  to save the changes.

NOTE:

3CX On Call Manager supports up to 30 escalation levels.

CONTACT ATTEMPTS	The number of times you want the 3CX On Call Manager to attempt to contact a person before escalating to the next level.
TIME BETWEEN ATTEMPTS	The time (in minutes) for which you want 3CX On Call Manager to wait between notification attempts.
MAX ESCALATION LEVELS	Number of escalation levels you want 3CX On Call Manager to escalate. If the first level does not respond by listening to the voicemail, after the maximum call attempts, it escalates up to the next level until the max escalation level has been reached. Entering a maximum escalation level will limit the number of levels 3CX On Call Manager attempts to contact and make the application run more efficiently.

Service Status #

1. To start or stop a service, click Start/ Stop button.
2. Click Refresh link to update the status if changes to the service status were made directly in the Windows Service Snap-in.

NOTE:

If the service status is “Unknown”, this is typically caused by the 3CX On Call Manager IIS Application Pool user having insufficient rights.

START/STOP	A Windows Service (3CX On Call Manager) runs in the background monitoring for new voicemails. You can monitor the status of this service here (Running, Stopped, Unknown). If you make changes to the Contact Attempts, or Time between attempts settings it is necessary to stop and start the service. This should happen automatically when you press the Save button.
REFRESH	The ‘Refresh’ link will update the status if changes to the service status were made directly in the Windows Service Snap-in.

 Monitors #

The Monitors screen defines how 3CX On Call Manager processes inbound calls. There are two approaches to handling incoming calls,

• Without using the 1^st level queue feature
• Using the 1^st level queue feature

Without Using ‘1st Level Queue’ Feature #

Traditionally, callers are forwarded directly to a voicemail that starts the notification process. In this case, you need to craft the voicemail message carefully to reassure the caller that an agent will call them back. If the caller truly has an emergency, they may not be prepared to “hope” for a call back. Sending the caller to a queue will increase the caller’s confidence that someone will answer their call quickly.

With Using ‘1st Level Queue’ Feature #

When inbound calls are sent first to a queue, these queues are referred to as a ‘First Level Queue’. In other words, the first level of notification occurs when a caller is forwarded to a queue and the call is answered by a 3CX remote agent.

An important feature of 3CX On Call Manager is the ability to login remote agents into a queue based on a schedule. When a caller is destined for a queue, they are first transferred to a CFD application that queries the assigned on-call schedule and log agents into the appropriate queue. In other words, when a customer calls, ‘3CX On Call Manager’ looks at the ‘On Call Schedule’ and logs appropriate agents into the queue just before transferring the caller to the queue. Then if the caller exceeds the maximum hold time defined for the queue, the caller can be forwarded to voicemail and start the traditional notification process. Agents who do not have active schedule at the time of call arrival, but are present in the queue will be automatically logged out of the queue.

‘First Level Queue’ feature thus enables you to provide better caller experience.

NOTE:

Using First Level Queues is optional. This feature utilizes ‘Remote Agents’ which is only available in the Pro Edition of 3CX.

How the Monitors menu changes settings in 3CX Console Management #

Changes in Monitors menu	Changes in the 3CX Console Management
Creating any CFD, Voicemail Monitor or Queue Monitor in the web portal in Monitors menu	Automatically updated in the respective list in the 3CX Phone Management Console.
Creating Log In/ Out CFD in the Monitors menu	The respective call queues gets automatically published in the ‘Call Queues’ list of the 3CX Phone Management Console. Similarly is the case with other digital receptionists like ‘New’ Prompt and ‘Heard’ Prompt.
Creating 1st Level Queue in the Monitors menu	The respective queue monitor gets created in the ‘Call Queues’ list of the 3CX Phone Management Console.
Creating a Voicemail (monitored voicemail extension) in the ‘Monitors’ screen	The respective voicemail monitor extension gets created automatically in the ‘Extensions’ list of the 3CX Phone Management Console.
Creating the New Prompt digital receptionist	The respective call queues gets automatically published in the New Prompt list of the 3CX Phone Management Console.
Creating the Heard Prompt digital receptionist	The respective call queues gets automatically published in the Heard Prompt list of the 3CX Phone Management Console.

From the Monitors screen, you can monitor multiple voicemail boxes and 1st level queues.

• Once you have created all the required monitor extensions, you can create a new Monitor by selecting appropriate extensions from the drop down lists beside all the column headers.

NOTE:

As an Admin, you can view and create monitors for all the groups.

NOTE:

As an Manager, you can view and create monitors for only those groups to which you are manager.

NAME	A label that is used to identify the monitor. It is displayed in the combo box on the ‘Scheduler’ screen when selecting which schedule you want to update.
LOG IN/ OUT CFD	3CX On Call Manager includes a separate program that creates special CFD extensions (Call Queues) capable of looking up who is scheduled to be on call and logging the appropriate agents into the assigned queue. Once the CFD application is created, you can select this extension from the list of Call Queues in the combo box.
1ST LEVEL QUEUE	The queue to which the inbound calls are first sent.
VOICEMAIL	This is the monitored voicemail extension. It is a 3CX extension (with voicemail enabled) typically created specifically for receiving after-hours support requests. 3CX On Call Manager will monitor this extension for new voicemails and notify the agents on call.
NEW PROMPT	When a new voicemail is received in a monitored voicemail box, 3CX On Call Manager will call (if configured to do so) the scheduled employee(s) and connect them to the digital receptionist. The digital receptionist’s prompt informs that a request has been received and then automatically transfers the agent to the 3CX Voicemail extension. Then agent will need to login to the voicemail box in order to listen to the voicemail.
HEARD PROMPT	After a monitored voicemail has been heard, assuming you selected to be notified by phone, 3CX On Call Manager will call all the agents previously notified to let them know the voicemail has been heard. This digital receptionist typically plays the recorded prompt that explains the message has been heard and then hangs up.

Admins #

When a new person login On Call Managers log them as manager. Thus in Admin menu you can set specific agents as managers and let them modify the schedules and other settings.

NOTE:

if you do not select any extension then, all the extensions in the list will play ‘Admin’ role and all of them will have complete access to the application

1. In the Settings screen click Admins tab.
2. Under Admins section and from the list of available extensions, check all the check boxes whom you want to assign the ‘Manager’ role.
3. Click Save to save your admins.

NOTE:

If you do not wish to restrict who has access to the configuration screens, simply leave all extensions unchecked and everyone will have access to the configuration screens.

Email Template: #

The Email Template lets you design your email and SMS messages sent as New or Heard prompts to the resources. Follow the procedure to design your email templates,

1. Under the General Settings screen, on the Email Template menu, in the dropdown, select either of the following,
   • New: Design emails or SMS messages for the New Prompt.
   • Heard: Design emails or SMS messages for the Heard Prompt.

2. Enter your notification message in the Email Messages or SMS messages sections.
3. Click the Update button to save your customized notification.

Field Variables: #

You can customize the On Call Manager notification email and SMS text message content. Using field variables, you can define placeholders (variables) for displaying content that changes with each notification, including the current date and time, extension, person’s name, etc. To create a field variable, simply surround the field name with brackets. For example, the text (Extension} will be replaced with the extension number of another person who dialled the OCM number.

The following table lists the available field variables that can be inserted into the text of the notification email and SMS text messages.

[Notify]	Name of the resource who is notified
[Caller]	Telephone number of the caller
[CallerName]	Name of the caller
[Duration]	Duration of the call
[Created]	The date and time at which the voicemail is created.
[Heard]	Indicates whether the voicemail notification is heard. If the voicemail is heard, the value is “Heard,” and if not heard the value is “NULL.”
[FileName]	Name of the audio file attached in the mail.
[Extension]	Extension of the person who scheduled on-call for the resources.
[Transcript]	Transcript of the voicemail. The transcript is available if you enable the Speech Transcriptions in the Transcriptions menu

Email #

The Email menu enables you to configure Email Server and Authentication.

• Configure Email Server
• Configure Authentication settings

Email Server #

In the Email Server section you must enter your email details to transfer the data through SMTP protocol.

1. In the Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.
2. In the Port field, enter appropriate port number. Default port number is 25. (For Google: 587).
3. n the From Email field, enter reply email address for email and SMS text notifications.
4. In the To Email field, enter valid test email address.
5. Check Attach Voicemail to email box to attach the voicemail to the specified email.
6. Click Save to save your email server details..

SERVER	IP address or Fully Qualified Domain Name (FQDN) of your email server. Examples 192.168.1.20 or mail.mydomain.com
SMTP PORT	Default port is 25. (Google: 587)
FROM EMAIL	The reply email address for email and SMS text notifications. Be sure to test both an email address and SMS text message. VoIPTools suggests you to test each mail, distribution, or SMS address to ensure you can send to all addresses. Sending mail within your domain may not require authentication, while sending outside your domain (SMS address for example) may require authentication. The domain for sending SMS text messages is specific to the wireless carrier.
TO EMAIL	This is a temporary valid test email address that is only used for sending test emails and is NOT required.

Authentication settings #

Some mail servers require authentication to relay emails. Follow the procedure to configure the Authentication settings,

1. Under Authentication section, in the User field, enter valid username. For Microsoft Exchange, use a Windows domain (network) username.
2. In the Password field, enter valid password.
3. Check Requires SSL/ TLS box if your server requires a secure connection to relay email.
4. Click Test button to test whether your SMTP settings are correct. (For this, you need to enter a valid email address in the To Email field and press Test button).
5. Click Save to save your authentication details.

USER NAME	For Microsoft Exchange, use windows domain (network) username
PASSWORD	For Microsoft Exchange, use windows domain (network) password
SSL/TLS	Your mail server may require a secure connection. – Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps, and Microsoft 365 require a secure connection.
TEST BUTTON	You can test whether your SMTP settings are correct by entering an email address in the ‘To Email’ field and pressing the ‘Test’ button.

Transcript #

The Transcript screen performs voicemail-to-text transcription. 3CX On Call Manager sends voice transcriptions to VoIPTools servers where we process the audio based on various providers on the back end.

Accuracy of voice recognition #

The accuracy of voice recognition can be greatly affected by a number of factors. Some of the common factors are,

• Quality of the recording
• Background noise
• The volume of the speaker
• The speech patterns of the speaker.

Prerequisites for transcript feature #

The prerequisites for using this feature are as follows,

• A Google Cloud Account
• A storage bucket created in Google Cloud Account

Steps to setup speech transcriptions #

1. Click the Speech Transcriptions box to enable the text-to-speech feature.

2. Enter the path of the JSON file which has account credentials in the Google Speech Service Account File Path field.

NOTE:

VoIPTools uses Google Could Speech to Text for transcriptions of voicemails. You get a JSON file which has account credentials when you create a Google Cloud Account.

3. Enter your cloud bucket name in the Cloud Storage Bucket Name field.
4. Click the Test Credentials button to verify your credentials and click OK in the Success message box.

5. In the Culture dropdown list, select the desired option. The default option is English-US.

6. Click the Save button to save your settings and click OK in the confirmation box.

NOTE:

• The On Call Manager uses your local file copy to transcribe the audio file if its duration is up to 60 seconds; or uses google cloud storage if the duration is beyond 60 seconds with the help of cloud storage buckets. Once the file is transcribed successfully in the google cloud, the On Call Manager deletes the file from the storage bucket. You must enter the correct Google Cloud Credentials and the Cloud Storage Bucket name where your recordings are stored
• Cloud Speech-to-Text is priced monthly based on the amount of audio successfully processed by the service, measured in increments rounded up to 15 seconds. For more details regarding pricing please go through this link:

Site Settings #

Site Settings enable you to customize branding settings for the application that include the following:

• Customize the gradient colour of the ‘Application Header’
• Customize grid colour in screens that display grid data
• Customize the logo on the ‘Application Header’
• Customize ‘Header Title Prefix’ on the ‘Application Header’

How to open the Site Settings screen? #

1. Hover over the mouse on the Settings tab and from the drop down menu, select Site Settings.
2. Perform any of the following customizations and click Apply to save your site settings.

Customize Application Title Header – Gradient Color #

1. In the Header Colour section do the following,
   1. Select the top paint from the Top Colour color palette. 
   2. Select the bottom paint from the Bottom Colour color palette.
2. Click Apply  to Save the settings.

Customize Grid Color #

1. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data
2. Click Apply to save your settings.

Customize Logo #

• If you are uploading the logo for the first time then,
  1. In the Custom Logo section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the Select Logo dropdown list.
  3. Click Apply  to save your changes.

• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click Apply  to save your changes.

Customize ‘Header Title Prefix’ Text #

1. 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.
2. Click Apply to save the header title prefix.

The final result of the page when you do all the customizations,

Scheduler #

The Scheduler screen enables you to control visible resource count, view resource appointments for a specific date and in desired calendar format, create new appointments and edit/ delete existing appointments.

Default View #

The Scheduler tab does not display any Monitored Groups by default.

NOTE:

As a ‘Manager’, you can view and create schedulers only for those groups to which you are manager while as an ‘Admin’, you can create and view for all the groups.

The default view of the Scheduler tab when no monitored group is selected,

Overview of Scheduler tab #

The Scheduler tab has the following buttons to assist you in scheduling calls to your resources.

1. Monitored Group
2. Calendar Format
3. Day Selection
4. Shortcut Icons
5. Resources list

Monitored Group #

The Monitored Group list lets you select the group to monitor.

Shortcut Icons #

The Shortcut Icons lets you perform the tasks listed below in a single click.

	First button	Lets you select the first agent from the ‘Visible Resources’ list
	The Previous Page button	Lets you view resources from previous page of the ‘Scheduler’
	Previous button	Lets you go to the previous resource
	Next button	Lets you to go to the next resource
	Next Page button	Lets you to view resources in the next page of the ‘Scheduler’
	Last button	Lets you to view last resource from ‘Visible Resource’ list
	Increase visible resources count	Lets you to add one resource at a time in consecutive order from the ‘Visible Resources Count’ list
	Decrease visible resources count	Lets you to remove one resource at a time in the order you added from the ‘Visible Resources Count’ list

Calendar Formats #

On the right-hand side of the ‘Calendar’ header, you can select the appropriate tab to view the scheduled appointments of the visible resources in various calendar formats like Day, Work Week, Week, Month or Timeline.

Day	displays all the visible resource appointments for a specific date in day format.
Work Week	displays all the visible resource appointments in the work week (Monday-Friday) format.
Week	displays all the visible resource appointments in a weekly (Sunday-Saturday) format.
Month	displays all the visible resource appointments in a monthly format.
Timeline	displays all the visible resource appointments in a timeline format.

Day Selection button #

The Day Selection buttons let you select the desired time frame to schedule events/appointments for your resources.

	Previous	Takes you to the previous sheet of the selected time frame. For example, if you have selected Week in the Calendar Formats, the Previous button button takes you to the previous week.
	Next	Takes you to the next sheet of the selected time frame. For example, if you have selected Week in the Calendar Formats, the Next button button takes you to the next week.
	Go To Date	Lets you to select the specific date that you want to schedule the events.

Resource list #

The Resource list displays the resources available for the selected Monitored Group.

Right Click menu #

New Event/Appointment Right Click menu: #

You can right click anywhere on the grids to open the right click menu. Read further to know the definitions of each options.

NEW APPOINTMENT	Select this option to create new appointment for a resource
NEW ALL-DAY EVENT	Opens an Appointment dialog box with All Day Event box checked
NEW RECURRING APPOINTMENT	Opens an Appointment dialog box with Recurring box checked.
NEW RECURRING EVENT	Opens Event dialog box to create a new event for a resource
GO TO TODAY	Opens Scheduler screen in “Today’s” date
GO TO DATE…	Opens Go To Date box that enables you to select specific date and calendar format in which you want to view the Scheduler screen
CHANGE VIEW TO	Lets you select the desired calendar format.
60 MINUTES	Enables you to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes.

Edit Appointment/Event Right Click menu: #

You can right click anywhere on the existing appointment to open the Right Click menu. Read further to know the definitions of each options.

OPEN	Enables you to open selected appointment
EDIT SERIES	Enables you to edit all occurrences of the selected recurring appointment
SHOW TIME AS	Edits Show Time As for the selected appointment as Free, Tentative, Busy, Out of Office or Working Elsewhere.
LABEL AS	Edits Label As for the selected appointment to the desired escalation level.
DELETE	Enables you to delete the ‘Series’ or ‘Occurrence’ of an appointment.

Create an Appointment #

To create an appointment,

1. Open the Right Click menu.
2. Click the New Appointment option.

You can create two types of appointments,

• Non Recurring Appointments
• Recurring Appointments

Non Recurring Appointments #

Non Recurring appointments creates appointment for the resources only for the specified date and time. Follow the procedure to create a non-recurring appointment,

1. In the Right Click menu, click the New Appointment option.

2. Enter the required details in the New Appointment box.
3. Click the OK button to save your appointment.

SUBJECT	Brief description of the appointment
LOCATION	Location of the agent for whom you are creating the appointment
LABEL	Escalation level in which you want to place the agent
START TIME	The date and time from which the ‘On Call’ time starts for the agent
END TIME	The date and time at which the ‘On Call’ time ends for the agent
SHOW TIME AS	Specifies the work status of the agent as busy, free, tentative, out of the office or working elsewhere. Show time as is valid for Start time to End time
ALL DAY EVENT	If the schedule is for the complete day, then check the All day event box. If you check this box, you will observe that the time selection box (from ‘Start time’) will disappear.
RESOURCE	Select the agent from the dropdown for whom you are creating the appointment.
REMAINDER	Check this box if you want to remind the appointment to the agent. You can select the time from the dropdown so the agent receives the reminder message after the specified time.
RECURRENCE	If you want the appointment to recur, check the Recurrence box. From the available options select the appropriate value (Daily, Weekly, Monthly, Yearly, Every—day(s) or Every weekday) for the appointment to recur.
NO END DATE	Select this option if you do not want to stop the recurrence of the appointment.
END AFTER	Select the appropriate number from the drop-down so that the appointment recurrence will occur for the specified number of times.
END BY	Select this option and select the appropriate date from the ‘Date’ drop-down so that the appointment recurrence will end by the specified date.

Recurring appointment #

Recurring appointments creates a repeated appointment for the resources until the end date. Follow the procedure to create a recurring appointment,

1. On the Right Click menu in the New Appointment option, check the Recurrence checkbox or In the Right Click menu click the new Recurring Appointment option.

1. Set the recurrence as Daily, Weekly, Monthly or Yearly by selecting the appropriate radio button.
2. Select the No End Date radio button to stop the recurrence after a set period or unselect the No End Date radio button for continuous recurrence of appointments.
3. Click the OK button to save the recurring appointment.

Set Daily Recurrence #

To set daily occurrences, follow the steps,

1. In the Appointment box, select the Recurrence box to schedule an recurring appointment.
2. Select the Daily radio box to set the appointment repeat daily.
3. Set the daily occurrence in any of the following ways,
   • In the Days field, set the number of days. The appointment repeats after the set days.
   • Select the Every Weekday radio button to repeat the appointment from Monday to Friday.
4. Click the OK button to save the recurring appointment.

Set Weekly Recurrence #

To set weekly occurrences, follow the steps,

1. In the Appointment box, select the Recurrence box to schedule an recurring appointment.
2. Select the Weekly radio box to make the appointment repeat weekly.
3. In the Weeks field, set the number of weeks. The appointment repeats after the set number of weeks.
4. Select the Day on on which you want the appointments to repeat weekly.
5. Click the OK button to save the recurring appointment.

Set Monthly Recurrence #

To set monthly occurrence, follow the steps,

1. In the Appointment box, select the Recurrence box to schedule an recurring appointment.
2. Select the Monthly radio box to make the appointment repeat monthly.
3. Set the Monthly occurrence in any of the following ways,
   • Monthly Recurrence on specific date,
     1. In the Day field select the day
     2. In the Month field select the number of months after which you want the appointment to repeat.
        • Example: To repeat the appointment on 20th of every Two months,
          1. Set 20 in the Day field.
          2. Set 2 in the Months field.
   • Monthly recurrence on a specific day in a month,
     1. Select the desired week of a month in the Week dropdown.

1. 1. 2. In the Day dropdown, select the desired day of the selected week.

5. 1. 3. Select the number of months in the Months field.
6. Click the OK button to save the recurring appointment.

Set Yearly Recurrence #

To set yearly occurrence, follow the steps,

1. In the Appointment box, select the Recurrence box to schedule a recurring appointment.
2. Select the Yearly radio box to make the appointment repeat yearly.
3. Set the Yearly occurrence in any of the following ways,
   • Yearly occurrence by selecting a specific date,
     1. In the Month dropdown, select the desired month.

1. • 2. In the Date field, enter the date at which appointment repeats yearly for the selected month. 
   • Yearly occurrence by selecting specific day in a year.
     1. In the Week dropdown, select the week.

1. 1. 2. In the Day dropdown, select the day of the selected week.

1. 1. 3. In the Month dropdown, select the month at which you want the appointment to repeat yearly.

4. Click the OK button to save the recurring appointment.

Edit an Appointment #

To edit an existing appointment, follow the procedure,

1. On the existing appointment, right-click on the appointment to open the Right Click menu.

1. On the Event or Appointment edit the necessary details.
2. Click the OK button to save the Event or Appointment.

Delete an Appointment #

1. On the existing appointment, right-click on the appointment to open the Right Click menu.
2. Click the Delete option.

3. In the Confirm Delete warning message, select any of the following options,

This Series	To delete the entire series of recurring events
This Occurrence	To delete only the selected appointment.

4. Click the OK button to confirm your deletion.

Set level for resources #

The On Call Manager lets you set different levels of escalations for your resources. Follow the procedure to set different levels for your resources,

1. In the New Appointment Right Click menu click New Appointments option or in the Edit Appointment Right Click menu click the Edit Appointments option.
2. In the Label dropdown, select level for your resource.

3. In the Resource dropdown, select the resource to assign the set level.

4. Click the OK button to save your changes.

The resources assigned to different levels are displayed in different colours on the Scheduler screen.

Set Reminders for events/appointments: #

The On Call Managers can remind a resource for an upcoming event or an appointment.

Follow the steps to remainder for events or appointments,

1. In the New Appointment Right Click menu click the New Appointments option or in the Edit Appointment Right Click menu click the Edit Appointments option.
2. Select the Remainder box to set remainders.

3. In the Remainder dropdown, select the remainder time and click the OK button to save your changes.

The On Call Managers indicate an event or appointment having remainders with a Bell icon.

People #

The People tab lets you identify the resources (agents) available to be on call and how they are to be notified. The assumption is that these resources are employees and you have the right to get the cell phone carrier of your employees.

NOTE:

As an Admin, you can view and create people for all the groups.

NOTE:

As an Manager, you can view and create people for only those groups to which you are manager.

Field Definitions
#

Group Name		A group created in 3CX which has agents for attending the calls.
Name		Name of the resource from the Group assigned for the call.
Extension		Extension of the resource
Cell		Cellphone number of the resource
Email SMS Address		The SMS address of the resource. NOTE: To send SMS via email, the cellphone carrier must support the SMS gateway.
Contact Decides how an employee must be notified when a new call comes in.	Call	Plays the New Prompt audio to the resource through call using the cellphone number provided.
	Email	Plays the New Prompt audio to the resource through Email using the Email addres provided.
	SMS	Plays the New Prompt audio to the resource through SMS using the SMS addres provided.
Update Decides how an agent must be notified when a call has been answered by some other person. This is useful when multiple agents are available for a call.	Call	Plays the Heard Prompt audio to the resource through call using the cellphone number provided.
	Email	Plays the Heard Prompt audio to the resource through Email using the Email addres provided.
	SMS	Plays the Heard Prompt audio to the resource through SMS using the SMS addres provided.

Add people to the header column #

1. To add people, on the header column, click the Add  button.
2. From the Group Name dropdown list, select the group to which you want to create people.
   • If you are a manager, then the dropdown lists only those groups to which you are a manager.
   • If you are admin, then the dropdown lists all the groups from 3CX Management Console.
3. In the Name field, enter the agent’s name.
4. In the Ext field, enter the extension number of the agent.
5. In the Cell field, enter the cell number to which the agent receives the notification through call.
6. In the Email field, enter the email address of the agent to which the notification should be sent.
7. In the SMS Address field, enter the contact number to which the notification should be sent as sms.
8. At the footer of the Manage People page, click Save.

Notify the agents of the voicemail received in the monitoring extension #

1. On the People screen, in the Contact section, do the following,
   • Check the Call box if you want to notify through call.
   • Check the  Email box if you want to notify through email.
   • Check the SMS box if you want to notify through SMS.
2. Click Save to save your changes.

Notify the agents of the voicemail is heard in the monitoring extension #

1. On the People screen, in the Update section, do any of the following,
   • Check the Call box if you want to notify through call.
   • Check the  Email box if you want to notify through email.
   • Check the SMS box if you want to notify through SMS.
2. Click Save to save your changes.

Events #

The Events tab is a call log that lets you know the incoming calls that were heard and that were not heard. You can view the call logs of all the ‘On Call’ events for all the monitored extensions between the agents and the customers. The details of every event include date/ time, caller extension, caller name, action, notification type, monitor extension, and notes.

Benefits of Events tab: #

• Identify whether the agents are picking up the call within the SLA period.
• Monitor the agent performance by checking the number of notifications missed by the agent.
• Make critical decisions when a customer complains about not keeping up with the promised SLA period.

View log details #

1. Click the Heard: False expand button to view the list of unattended calls or click Heard True expand button to view the list of attended calls.

2. Click the Expand button on any of the voicemails to see the list of calls.

3. Click the Edit icon to view and edit an event.  Read further to know the field definitions.

Insert a note #

1. Click the Heard: False expand button to view the list of unattended calls or click Heard True expand button to view the list of attended calls.
2. Click the Expand button on any of the voicemails to see the list of calls.
3. Click the Edit icon to insert a note to the event and click Save to save the note.

The note gets displayed in the Notes column.

Field definitions #

Date/Time	The Date and Time at which the call is made.  The date format is DD/MM/YYYY. The time format is HH: MM:SS in the twelve-hour clock.
Caller	The number of the caller who made the call.
Caller Name	Name of the caller who made the call.
Action	Indicates whether the status of the call (attended/missed) is notified to the agent.
On Call	The agent who received the call.
Level	Level assigned to the agent.
Email box	It is selected when the agent is notified by email.
SMS box	It is selected when the agent is notified by SMS.
Phone box	It is selected when the agent is notified by SMS.
Transcription	The transcript of the call. NOTE: The call transcripts is available when the transcript enabled for the call.
Note	Text area to write notes about the call.

Support #

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

Support Hours (USA and India) #

Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.

Windows Event Log (Applications and Services ? VoIPTools) #

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

Forums #

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

Submit a Bug #

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

Live Chat #

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

Email #

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

Phone #

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

Support Services #

Free Support: #

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support: #

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.