Introduction #
3CX Power Dialer enables text-to-speech functionality for delivering personalized messages. This tool is designed for 3CX, allowing automated calls to patients or customers through unique contact lists (campaigns). The integration with 3CX Call Flow Designer (CFD) provides limitless possibilities for customizing calls to suit any scenario. Originally intended for medical offices’ appointment reminders, Power Dialer has exceeded expectations and become a valuable asset across various industries, including collections, political campaigns, delivery reminders, school activities, and more. You can dial phone numbers from your database to send reminders, manage deliveries, or handle debt collection, all with personalized messages for a more attentive touch. With 3CX Call Flow Design, you can design voice applications to input customer numbers, verify against a database, and route calls dynamically to the right queue.
Why choose the 3CX Power Dialer? #
ENHANCE PRODUCTIVITY | 3CX Power Dialer enhances your workflow efficiency, saves time, and boosts customer interaction management. It achieves this through streamlined CRM integration, mass call handling, automated reminders, and customizable options. | |
SEAMLESS INTEGRATION WITH CRM | Integrate your 3CX Power Dialer with your CRM or Practice Management applications for seamless access and updates to appointment details, ensuring a comprehensive view of customer interactions. | |
HANDLE MASS CALLS | With the ability to handle multiple simultaneous calls based on your 3CX license and available trunks/bandwidth, you can efficiently contact numerous customers at the same time, enhancing productivity and reducing call time. | |
NEVER MISS AN APPOINTMENT | Utilize automatic reminders to customers for reduced missed appointments and improved customer satisfaction. | |
CUSTOMIZE YOUR MESSAGES | Utilize text-to-speech functionalities for customized communication, creating tailored or pre-recorded messages to provide adaptability in conveying appropriate information to your clientele. |
Installation overview #
DOWNLOAD SOFTWARE | There are several prerequisites that must be installed prior to installing the 3CX Power Dialer. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server | |
INSTALL PREREQUISITES | Several prerequisites must be installed before installing the 3CX Power Dialer. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server | |
INSTALL 3CX POWER DIALER | This User Guide contains step-by-step instructions to successfully install the 3CX Power Dialer. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named PowerDialer.exe | |
REGISTER YOUR SOFTWARE | You must register your license key to activate the 3CX Power Dialer. Your license key is included in your order confirmation email, and can also be found in your order history on our website. |
3CX Power Dialer Applications #
- Appointment Reminders (medical, service, delivery) 📅
- Payment collections 💰
- School reminders: closings/lunch accounts/library fees/unexcused absences 🏫
- Community emergency notifications 🚨
- Political campaign messages 🗳️
- Fundraisers 🎗️
- Satisfaction Surveys 📋
- Solicit 🙋♂️
NOTE:
*Number of simultaneous calls is dependent on 3CX license and available trunks / bandwidth
** SMS notifications are performed by sending emails to the cell carrier’s email-to-sms gateway
Prerequisites #
Before installing the 3CX Power Dialer, you need to ensure that your computer meets the minimum requirements mentioned below:
- 3CX Version V18 (Professional or Enterprise Version Only)
- Microsoft .Net 4.7.2
- Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
- Windows 10 or above / Windows Server 2012 (64-bit) or above
- Microsoft Internet Information Server (IIS) 7.0 or above (for optional Contact Manager) *
- Static IP for VoIPTools and 3CX servers
- Port number 5450 opened on your device.
NOTE:
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:
- Since the add-on ‘3CX Power Dialer’ includes a CFD application, you will need to install either Pro or Enterprise version of 3CX.
- You can run Abyss, IIS, and NGIX on the same server.
- When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X
Configure Calls Via SIP Trunk #
If you are working with multiple SIP (Session Initiation Protocol) trunks, you can configure calls via the desired SIP trunk. For this, firstly, you need to assign a caller ID to the desired SIP trunk. Secondly, you need to force Power Dialer calls to go through the desired SIP trunk using outbound rules. Power Dialer can prepend digits to the phone number. For example, if you prepend 8888 (using the Power Dialer global setting) to all the phone numbers when the call is placed, you can then create an outbound rule that looks for these prepended digits and route these calls through a specific trunk. This approach means you will need a separate SIP trunk for every DID you want to present, or go in and change the outbound caller ID of the desired trunk before running the dialer campaign.
To assign a Caller ID to your SIP trunk, follow the steps,
- In the 3CX Management Console, navigate to SIP Trunks and open the desired SIP trunk through which you want to route the calls.
- On the tab bar, click Caller ID and in the Configure Outbound Caller ID field, enter the desired Outbound Caller ID that you want to assign to the SIP trunk.
To force the Power Dialer calls to go through the desired SIP trunk using outbound rules, follow the steps,
- Navigate to Outbound Rules and in the Outbound Rule Name field, enter the desired Outbound rule name.
- Click on the desired extension and in the Calls To Numbers Starting With Prefix field, enter the desired digits to prepend to the calls that you want to route through the desired SIP trunk.
- Under the Make Outbound Calls On section,
- From the desired route dropdown list, select the SIP trunk through which you want to route the calls.
- From the Strip Digits dropdown list, select the count of prepended digits.
3. Once you have configured the desired settings, on the top of the Add Outbound Rule window, click OK.
Step-by-Step Installation Procedure #
The following section guides you through a detailed walk-through of the installation process.
Step 1: Download 3CX Power Dialer #
- 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 Power Dialer application.
- In the Microsoft Defender SmartScreen, click the More Info option.
- Click the Run Anyway option to start the installation.
Step 2: Install the Prerequisites #
Click on the software installer downloaded in Step 1. The installation wizard will automatically identify the prerequisites and assist you with each installation required to 3CX Power Dialer. It includes .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.
- In the Prerequisites window, install all the required prerequisites identified by the installer, or select/ unselect the applications based on your requirements and click Next to continue.
The installer will download and install the selected applications. It may take several minutes to complete.
- 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.
- 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.
SQL server installation is in progress. This may take several minutes to complete.
- Click the Close button once the prerequisites are installed.
Microsoft SQL Management Studio installation is in progress. This may take several minutes to complete.
- Click Yes in the Confirmation Message Box to reboot the computer.
Step 3: Start the installation process #
- Click Next on the 3CX Power Dialer Setup Wizard screen.
- On the Select Installation Folder window, the Folder field displays the path where the 3CX Power Dialer gets installed. You cannot change the location path.
- Click Next to continue with the installation.
Step 4: Test Relay Settings #
- In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
NOTE:
Do not include https:// to the Relay host data.
- Enter 8801 in the Relay Port field.
- Enter the public key you copied from VoIPTools Relay services in the Public Key text area.
- Click the Test Relay Settings to confirm that ‘3CX Power Dialer’ can communicate with the Relay services running on the 3CX server.
- If the ‘3CX Power Dialer’ 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.
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 Power Dialer and Relay use the same port and protocol.
Step 5: Configure the database #
When configuring 3CX Power Dialer, 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 VolPTools server.
- On the SQL Database window in the Server field, select the desired instance of SQL Server.
- To use SQL Authentication, uncheck the Trusted Connection checkbox.
- In the Username and Password fields, enter valid SQL login account credentials.
NOTE:
- We recommend you 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, you must configure the SQL server to run in Mixed Mode. If you install SQL Server with our tools, we configure SQL in Mixed Mode.
- To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
NOTE:
In the Database field, the installer will automatically display the default database name. We encourage you to use the default name. To upgrade or reinstall 3CX Power Dialer, select the current database name from the list.
- Click the Tool buttons to confirm connectivity to SQL Server. and click OK on the Test Results message box.
- Click OK on the Test Results dialogue box.
- Click the CFD button to confirm the 3CX connectivity with SQL Server and click OK on the Test Results message box.
- Click OK on the Test Results dialogue box.
- Click the Next button to continue with the installation.
NOTE:
You can use public IP or FQDN of 3CX server to test the connectivity.
Step 6: Installing 3CX Power Dialer #
- Click Install in the Ready to Install window.
The application installation may take several minutes to complete.
- Check the Launch 3CX Power Dialer checkbox and click Finish when the installation is complete.
Step 7: Register your Software #
To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:
Key Replacement Assistance | In the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly. |
Product Updates and Reminders | By registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.s |
Follow the procedure to register your software,
- Double-click the 3CX Power Dialer Desktop Icon to open the web application.
- On the Login page, do the following tasks,
- In the Extension field, enter your 3CX extension number.
- In the PIN field, enter your 3CX voicemail PIN.
- Click the Login button to log in to your account.
- In the top menu, click the Settings menu.
- In the Settings menu, click the General Settings option.
- On the left side menu, click the Register tab.
- Enter your license in the License Key field and other mandatory pieces of information and click Register to complete your software registration.
NOTE:
The license key permits you to install the software on one computer. This is not free software.
Web Portal #
The web portal is a Contact Manager that helps you to manage the contact details of your customers.
To access the ‘3CX Dialer’ 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 Dialer Web).
Login Rights #
The 3CX Power Dialer facilitates distinct logins for managers and users, enabling precise demarcation and effective control of their roles and responsibilities within an organization.
Manager Rights #
As a Manager, you can:
- View Contacts, Import, Dialer, Settings, and About screens.
- Search for a specific record from the grid, delete the list name, add a new contact, add an appointment for a contact, and specify an action for an appointment in the Contacts screen,
- Import contacts from a CSV file into the central repository of contacts in the Import screen
User Rights #
As a Normal User, you can:
- View only Dialer, Contacts, and About screens.
- In the Contacts screen, you cannot select the list name to delete.
Settings menu #
The Settings menu has the following options,
General Settings #
The General settings screen enables you to register a license for 3CX Dialer and configure Microsoft SQL Server Settings and Email Server Settings. You can also view the list of installed CFDs.
It has the following tabs,
SQL tab #
SQL tab enables you to configure Microsoft SQL Server Settings. The dialer uses the Contacts Connection String to connect to the required database and get the contact details.
You use the contacts from either MySQL or SQL.
Using references from SQL #
Follow the procedure to use contacts from SQL,
- On the SQL tab in the Contacts Connection String section, select the SQL radio box.
- In the SQL Connection Setup popup enter the following details,
- In the Server Name field, enter the IP address of your server.
- You can select either the Use Windows Authentication radio box for authenticating using Windows or you can select the Use SQL Server Authentication radio box for authenticating using SQL.
- If you have selected authentication by SQL server, enter your credentials in the User Name and the Password fields.
- Click the Test Connection button to test the connection to the SQL server and click OK.
Using references from MySQL #
Follow the procedure to use the contacts from MySQL,
- On the SQL tab in the Contacts Connection String section, select the MySQL radio box.
- In the text area, enter the connection string manually,
- Example: SERVER=localhost; DATABASE=3cxpowerDialer; UID=root; PASSWORD=mypassword;persistsecurityinfo=True;
- Click the Save button to save your changes.
Email tab #
The Email tab lets you configure Email Server Settings. Click the link to send SMS using Email using Email to SMS Gateway.
Follow the procedure to send notifications via email,
- In the Dialer screen, click the Email tab.
- In the Mail Server field, enter the IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.
- In the Port field, enter the appropriate port number.
- The default port number is 25.
- In the Email From field, enter the reply email address for email and SMS text notifications.
- In the Email Subject field, enter the subject for the email.
- In the Test Email To field, enter a valid test email address.
- In the Notification Email field, enter the email address to send an email about call data once you complete a campaign.
- The data includes details like the number of calls answered, unanswered, and failed in that campaign.
- In the User and Password fields, enter the username and password of your email address.
- Click the Test button to send a test mail and check if you have successfully configured the email server settings.
- Check Requires SSL check box if your server requires a secure connection to relay email.
- Click Save to save the ‘Email Server settings.
SMS Tab #
The SMS feature in a Power Dialer enables quick text-based communication, aiding follow-ups, engagement, and efficient customer service, expanding reach and providing documented interaction within the platform.
SMS Tab Prerequisites #
SIP Services: | Ensure you have SIP services from a supported carrier. |
Enable SMS Texting on Number: | Activate SMS texting on your phone number through the carrier’s settings or dashboard. |
Obtain API Security Credentials: | Obtain your carrier’s SMS Messaging API security credentials (e.g., API Key, Secret Key) from your carrier’s portal or support documentation. |
Recipient’s Carrier | The recipient’s carrier refers to the mobile service provider associated with the contact’s phone number. Knowing this carrier is vital for using the email-to-SMS method, as each carrier has a unique format (e.g., [PhoneNumber]@[CarrierGateway]) to convert emails into SMS messages for delivery. |
SMS Service Using Email to SMS Gateway: #
Follow the procedure to send SMS using Email to SMS Gateway,
- In the SIP Carrier dropdown list, select the Email option and click the Save button.
- On the Email tab, enter all the details as mentioned in the Email tab section.
- In the Email From field, enter the email in the [PhoneNumber]@[MobileCarrierGateway] format,
- For instance, the email format for a Verizon user with the number 123456789 is 123456789@Vtext.com.
SMS Service Using Skyetel: #
Follow the procedure to send SMS using Skyetel,
- In the SIP Carrier dropdown list, select the Skyetel option.
- Enter the necessary credentials for Integration and click the Save button to save the settings
SMS Service Feature Using Twilio #
Follow the procedure to send SMS using Twilio,
- In the SIP Carrier dropdown list, select the Twilio option.
- Enter the necessary credentials for Integration and click the Save button to save the settings
TTS Settings tab #
Text-to-speech (TTS) represents a method of speech synthesis that transforms text into audible speech. Within the TTS Settings tab, you have the option to select the preferred TTS type, either Windows or Amazon Polly. The speech synthesizers furnished by Microsoft for employment with applications utilizing the Microsoft Speech API or the Microsoft Speech Server Platform are known as the Microsoft text-to-speech voices. Conversely, Amazon Polly operates as a Text-to-Speech (TTS) service employing sophisticated deep-learning techniques to produce speech that closely resembles human vocalization.
- In the Settings screen, click the TTS Settings tab.
- From the TTS Type dropdown list:
- Select Windows TTS to create TTS using Microsoft Speech API and click Save.
-
- Select Amazon Polly if you want to use create TTS using Amazon Web Services.
- In the Amazon ID field, enter a valid Amazon ID.
- In the Amazon Key field, enter a valid Amazon Key to log in.
- Click Save.
- Select Amazon Polly if you want to use create TTS using Amazon Web Services.
NOTE:
To know how to create Amazon Web Services (AWS) account and generate AWS access key ID and secret key id, click here.
3CX (Advanced) tab #
The 3CX tab enables you to configure Ringing Sound and Timeout Settings for 3CX.
Ringing #
This feature is to provide you with the ability to control the ringing sound during incoming calls. The Ringing section lets you mute/unmute the notification to the callers.
Follow the procedure to configure the Ringing settings,
- In the Ringing section, check the Mute Ring check box to mute the ringing sound or uncheck the Mute Ring box to unmute the ringing sound.
- Click Save to save the setting.
- Click the Test button to verify whether the ring is turned ON or turned OFF.
Timeouts #
The Timeout feature lets you configure the timeout settings and call attempts for the 3CX Power Dialer.
- In the Timeouts section and in the Get Call ID Attempts box, set the desired number so that if the call is not received, then the call attempts will be made as per the set number of times.
NOTE:
When a call remains unanswered after specified attempts, the Run Report in the Dialer tab will indicate the call status as “Call Failed.”
- From the Drop call if no answer (seconds) box, set the desired number (in seconds) so that if the call is not received within the set number of seconds, then the call will be dropped.
- Click Save to save the Timeout settings.
Appointment Type #
The Appointment Type tab displays the list of all the appointments.
Follow the procedure to add an appointment,
- In the Appointment Type tab, click the Add button to add an appointment.
- In the Appointment field, enter the name of your appointment.
- In the Appointment Type field, enter the type of your appointment.
- This will reflect in the Contacts screen.
- Click the Save Changes button to save your appointments.
NOTE:
Appointment should not be duplicate.
The appointment type gets reflected in the Contacts screen.
Site Settings #
Site Settings enable you to optimize the branding, visual appeal, data presentation, and personalization aspects of your application, resulting in an enhanced user experience and reinforcing the brand presence of your organization.
Follow the procedure to configure the site settings,
- On the top menu hover over the Settings menu.
- Select the Site Settings option from the dropdown.
- Perform any of the following tasks,
- Click Apply to save your changes.
Customize Application Title Header – Gradient Color #
- In the Header Gradient Colour section do the following,
- Select the top paint color from the Top Colour color palette.
- Select the bottom paint color from the Bottom Colour color palette.
- Click Apply to Save the settings.
Customize Grid Color #
- From the Grid Color palette, select the color that you want to display for the grid on screens that display grid data
- Click Save to save your settings.
Customize Logo #
- If you are uploading the logo for the first time then,
- Click the Browse button to choose a logo from your device.
- Select the uploaded logo from the Custom Logo dropdown list.
- Click Apply to save your changes.
- If you have uploaded the logo,
- Select the uploaded logo from the Custom Logo dropdown list.
- Click Apply to save your changes.
Customize ‘Header Title Prefix’ Text #
- 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 Save to save the header title prefix.
The final result of the page when you do all the customizations,
Import Screen #
You can access the Import screen only as a Manager. As a Manager, you have the privilege of importing contacts from a CSV file into the central repository of contacts. Additionally, you can utilize the proficient query builder integrated within the system to effectively locate your desired contacts.
Import Contacts from CSV file #
Follow the procedure to import the contacts list,
- Log in to the 3CX Power Dialer Web application with Manager credentials.
- On the top menu click the Import tab.
- Click the Browse button to browse CSV files on your local device.
- Browse for the CSV file and double-click the file to upload it to the application.
- Select the desired Delimiter option,
- If your CSV file has data separated by commas, select the Comma radio box.
- If your CSV file has data separated by tab spaces, select the Tab radio box.
- In the List Name field, enter the list name.
NOTE:
If you do not specify the List Name, then the contact will be created without a list name.
- Click the Get Fields button to extract the data from the CSV file.
- Map the fields from CSV File section to the Contact Table section using the Add button and the Remove button.
- For example, to map the name field,
- Select the name in the CSV File section and click the Contact_First row in the Contact Table section.
- Click the Add button to map the fields.
- For example, to map the name field,
NOTE:
Be sure to map the Name and Phone fields.
- Check the Update existing contacts check box to overwrite existing contacts.
- Click the Import button to import all the contacts from the CSV file into the central repository of contacts.
Filter your Contacts #
The Import tab possesses a built-in query builder that enables you to actively search for your contacts by providing inputs to the query builder.
Follow the procedure to filter the contacts of your preference using the query builder,
- In the Import tab, click the Andbutton to open the query builder.
- Select your desired filters from the lists and click the Apply button.
The query builders filter the contacts based on your inputs,
Contacts Screen #
The Contacts screen lets you search for a specific list, select a list name to delete (only for the ‘Manager’ role), add a new contact, add an appointment for contact, and specify an action for an appointment.
Add a Contact #
Follow the procedure to add contacts in the Contacts screen,
- In the Contacts screen and on the column header, click Add button.
- In the Company field, enter the company name of the contact.
- In the First Name and Last Name fields, enter the first and last name of the contact.
- In the Address 1, Address 2, City, State, Zip and Country fields, enter the address details of the contact.
- In the Phone field, enter the phone number of the contact.
- In the Mobile field, enter the mobile number of the contact.
- In the Email field, enter the email address of the contact.
- In the SMS field, enter the phone number of the contact to which you want to send the SMS message.
- Click Save to save the contact details.
Add an Appointment for a Contact #
- Click Expand button beside the contact to which you want to add the appointment.
- In the column header, click Add button to add a new appointment for the contact.
- From the Appointment Type dropdown, select the type of appointment that you want to add for the contact.
- From the Date Start calendar, select the start date and time at which the appointment starts for the contact, and from the End Date calendar, select the end date and time at which the appointment ends for the contact.
- Select an appointment status in the Appointment Status list. The Appointment Status field automatically displays the appointment status.
- Click Save to save the appointment.
NOTE:
You can interchange the columns in your preferred way by dragging the columns.
Specify Action for an Appointment #
- Click Expand button beside the contact to display the appointment for which you want to specify the action.
- Again, click the Expand button beside the appointment you want to specify an action.
- Click the Add button to create a new action.
- Select the date and time of action from the Calendar.
- In the Action list, select the type of action for the appointment and click the Save Changes button to save your changes.
Delete List Name #
- Log into the 3CX Dialer Web Portal with Manager credentials contacts.
- In the Contacts screen, and from the Select List Name To Delete dropdown, select the list name that you want to delete.
- Click the Delete button to delete the list. All the records with the selected List Name will be deleted.
Dialer Screen #
The dialer can dial only one campaign at a time. To create a campaign, you need to configure various parameters in each of the following tabs:
Overview of Dialer screen #
The following figure shows the overview of the Dialer screen,
Campaign Section | Lets you add, delete, and select a campaign to do desired modifications. | |
Dialer screen tabs | The list of Dialer Screen tabs. You can select the tabs and make modifications to the campaigns. | |
Campaign Name | The name of the selected campaign gets displayed. | |
Get Data button | The Get Data button retrieves data based on the specified query paramaters. | |
Save button | The Get Data button retrieves data based on the specified query parameters. |
Create a Campaign #
- In the 3CX Dialer configuration screen, click the Add Campaign button.
- In the Campaign Name field, enter a name for the campaign.
- Click the Save button to save the campaign.
Variables button #
The Variables feature facilitates the inclusion of variables in your SMS or in your Email, providing a straightforward mechanism for incorporating database data into your text-to-speech recordings. A variable serves as a placeholder that is replaced with relevant information from the database during the creation of the recording. The available fields in the variable list are determined by the SQL command entered on the Contacts tab.
Follow the procedure to include the field variables in your script,
- In the SMS tab or in the Email tab, click the Variables button to open the list of field variables.
- In the Help box, select the desired field variable and click the Copy button.
- Close the Help box and click the Paste button to paste the selected variables.
The variables get pasted in the text area,
- You can click the Verify Email/ Verify SMS button to verify your script.
Contacts tab #
The purpose of the Contacts tab is to provide a centralized location for managing and accessing contact details. This tab is designed to facilitate the retrieval and organization of contact information stored in a database.
Follow the procedure to retrieve the contact information from the database,
- In the Dialer menu, click the Contacts tab.
- In the Query field, type the appropriate ‘SQL Query’ to retrieve the desired contact details from the database.
- From the Phone dropdown, select the appropriate column name that represents the phone number so that the dialer uses the number specified in that column to make a call.
- From the Email dropdown, select the appropriate column name that represents the email address so that the dialer uses the email address specified in that column to send the email message.
- From the SMS Text dropdown, select the appropriate column name that represents the SMS text so that the dialer uses the number specified in that column to send the SMS text.
-
- In the Prepend section and from the Prepend Digits field, set the desired value so that when you attempt to call a number, the Power Dialer will prepend the digit to your number.
- In the Strip Digits box, set the value to the number of prepend digits.
- For example, if you enter 8852 in the Prepend Digits field, you must enter Four in the Strip Digits field.
- Click the Get Data button to view the contact data retrieved from the database and click Save to save your changes.
NOTE:
You can configure any one or two or all of ‘Phone’, ‘Email’ and/ or ‘SMS’ so that the dialer responds accordingly.
The Prepend section enables you to configure the ‘Prepend’ settings. When you call a number, the ‘Power Dialer’ will add the ‘Prepend Digits’ to the beginning of your phone number. The ‘Strip Digits’ defines the number of prepend digits and you should set it manually.
Audio tab #
The Audio tab enables you to choose the ‘Text-To-Speech’ or ‘Pre-Recorded’ audio file to play the message when a dialer makes a call to the contact.
Text-To-Speech #
- Check the Scripted check box to enable ‘Text-To-Speech Audio’ to play as a message when the dialer makes a call to the contact.
- Type the text that you want the dialer to play as a message when the contact receives the call.
- Click the Variables button to include appropriate column rows in your text so that the dialer uses the column data while performing ‘Text-To-Speech’.
- Select the appropriate column and click the Copy button.
- Click the Paste button to paste the copied column rows.
- Click Verify Script button to verify if you have created the script for the correct contact.
- Click the Preview Message button to play the message for yourself so that you can hear what it sounds like and make necessary changes if required.
- Click Save on the upper right corner of the screen to save the ‘Text-To-Speech.’
Pre-Recorded #
Enable Pre-recorded audio #
- Check the Pre-Recorded check box to enable ‘Pre-Recorded Audio’ to play as a message when the dialer calls the contact.
- From the Recordings list box, select the previously uploaded pre-recorded audio file.
- On the upper right corner of the screen, click Save to save the ‘Pre-Recorded’ message.
Add a new Prerecorded file #
- On the 3CX Dialer configuration screen, and in the Campaigns screen, click the Audio tab.
- Check Pre-Recorded check box.
- Click the Browse button and browse for the pre-recorded file that is located in your local system.
- Click Add button to add the pre-recorded audio file to the Recordings list box.
- On the upper right corner of the screen, click Save to save the ‘Pre-Recorded’ file to the Recordings list box.
Email tab #
The Email tab enables you to compose a Campaign Email that you want to send to the desired contact(s).
- In the Subject field, enter the subject for the email
- In the Email text area, type the email message.
- You can use the Variables button to insert field variables into your script and click Verify Email button to verify your message.
- Click Save on the upper right corner of the screen to save the email message.
SMS tab #
The SMS tab enables you to compose an SMS Text Message that you want to send to the desired contact(s).
- In the SMS Text field, enter your SMS text message. You can click the Variable button to use the available field variables.
- Click Verify SMS button to preview the message and make corrections if necessary.
- On the upper right corner of the screen, click Save to save the SMS text message.
Setup tab #
The Setup tab enables you to schedule the call for the desired contact. We can make four types of calls:
Appointment Reminder: | Call the contact, play a message, and hang up. Typical use cases include public emergency notices, political campaign announcements, reminders, etc. |
Play Announcement: | The call connects to contacts in the contacts list, plays the audio file as set in the Audio tab and disconnects automatically. |
Transfer Call to Extension: | The call first connects to configured extension and then that call connects to the contacts list. |
Transfer Call to Agent: | Call the contact, and all the available extensions in the associated queue will receive the call. In case if all the extensions are busy, then the call will be on hold until an extension is available. |
Set the Text-To-Speech method #
The TTS settings in the Setup tab are different for Amazon Poly and Windows TTS. Click here to change the TTS type.
Amazon Poly #
When you select Amazon Poly,
- Select the desired culture in the Culture list.
- Select the desired voice in the Voice list.
Windows TTS #
When you select Windows TTS,
- Select the volume level in the Volume dropdown.
- Select the voice type from the Voice dropdown.
- Select the voice rate from the Rate dropdown.
Configure Dialer Call Setup #
- In the Setup tab and in the Dialing Times section,
- Click the Start time box and select the time at which you want to start the dialer.
- Click the End time box to select the end time at which you want to end the dialer.
- In the Call Handling section, from the Transfer Call To Dialer App dropdown, select the desired option to which you want to send the dialer.
NOTE:
When the Power Dialer is configured to make appointment reminders, the contact is given the option to press 1 to confirm the appointment, or press 2 to be connected with a customer service representative. When they press 1 or 2 this information is written to a log file.
- On the Appointment Confirmation Settings section,
- In the Monitor Queue Extension list, select the queue you want to monitor
- In the Max Callers In The Queue field, enter the maximum number of callers waiting in the queue.
- Set the voice settings as per the selected TTS settings.
- On the upper right corner of the screen, click Save to save the dialer call setup configuration.
Set the Reciever in the Dialer App #
The Setup tab allows you to schedule the call for the desired contact. You can make four types of calls:
Case 1: Transfer Call To Dialer App as Play Announcement: #
- In the Total Max System Calls box, type or select the maximum number of active PBX calls so that when this number is reached, the dialer will not make calls.
- From the Max Dialer Calls box, type or select the maximum number of simultaneous calls the dialer can make.
- Check the Call Only Once (Don’t Retry) box to attempt the simultaneous call only once and do not retry.
NOTE:
If the entire PBX has this many active calls (Total Max System Calls) then the dialer will pause making calls. This setting is used to ensure that the dialer does not consume all the available 3CX simultaneous calls.
For example, if you want to be sure there are always 4 lines free for non-dialer calls and you have 16 SC 3CX license, then enter 12 for this value.
Case 2: Transfer Call to Dialer App as an Appointment #
- From the Total Max System Calls box, type or select the maximum number of active PBX calls so that when this number is reached, the dialer will not make calls.
- From the Max Dialer Calls box, type or select the maximum number of simultaneous calls the dialer can make.
- Check the Call Only Once (Don’t Retry) box to attempt the simultaneous call only once and do not retry.
- In the Monitor Queue Extension list, select the Queue/ IVR/ extension to monitor.
- In the Max Callers In Queue field, enter the maximum number of callers in the queue.
CASE 3: Transfer Call to Dialer App as Transfer Call to Agent #
- From the Total Max System Calls box, type or select the maximum number of active PBX calls so that when this number is reached, the dialer will not make calls.
- From the Max Dialer Calls box, type or select the maximum number of simultaneous calls the dialer can make.
- Check the Call Only Once (Don’t Retry) box to attempt the simultaneous call only once and do not retry.
- In the Monitor Queue Extension list, select the queue to which you want the dialer to transfer the contact..
CASE 4: Transfer Call to Dialer App as Transfer Call to Extension #
- From the Total Max System Calls box, type or select the maximum number of active PBX calls so that when this number is reached, the dialer will not make calls.
- From the Max Dialer Calls box, type or select the maximum number of simultaneous calls the dialer can make.
- Check the Call Only Once (Don’t Retry) box to attempt the simultaneous call only once and do not retry.
- In the Transfer To list, select the Extension to transfer the call.
Run tab #
The Run tab lets you export the report of your campaign run in various formats including PDF, CSV, and XLS. By doing so, it lets you gain access to a comprehensive and easily accessible record of your campaign’s performance. Exporting the campaign run report in PDF, CSV, and XLS formats lets you effectively analyze, track, present, and store your campaign data. This feature enhances your decision-making, facilitates collaboration, and ensures transparency in the evaluation of your campaign’s performance.
You can do the following tasks in this tab,
Create a new run #
Follow the procedure to create a new campaign run,
- Click the Get Data button to extract the contacts specified in the Contacts tab.
- Select the Data and Time at which you want to start the campaign in the Select Run dropdown.
- Click the Start button to enable the dialer to run the call according to the parameters you set in the Contacts tab, Audio tab, Email tab, SMS tab, and Setup tab.
- Click Stop to stop the dialer from making calls to the campaign.
NOTE:
The Power Dialer initiates contact with the first entry in the table during a campaign run. After contacting, each subsequent contact moves up in the table. The completed contact moves to the next row. This pattern continues, cycling through contacts until the end of the campaign. At the end, the first contact is displayed last, allowing real-time monitoring of the current contact being dialed as it appears at the top.
Export campaign Run report #
You can export the campaign run in PDF, CSV, and XLS format.
Delete a Campaign Run #
Follow the procedure to delete the campaign run,
- In the Select Run dropdown, select run time to delete.
- Click the Delete Run button to delete the selected run time.
NOTE:
Deleting a campaign run also removes the associated data from the Reports tab.
Reports tab #
The Reports tab gives you detailed call information made using Power Dialer. You can also export these reports to your local in different file formats.
Campaign | The name of the campaign under which the calls are made. |
Dialed Number | The number from which the call is made. |
Disposition | The field displays the names of the codes created in the Wrapup Codes Client application. It is visible only when both the Power Dialer and the Wrapup Codes Client application are in use. |
Job ID | The unique ID of a customer. Data is taken from the contacts list. |
Work Order | The work order of the calls corresponds to the work order specified in the Contacts tab. |
Phone Status | It indicates the status of the phone call. “Answered” indicates that the call is answered by the customer. |
Customer Name | Indicates the status of the sent Email. “Sent” indicates the Email is sent successfully. “Failed” indicates the Email was not sent successfully. |
Email ID of the agent who started the campaign. | |
Email Status | Indicates the status of the sent SMS. “Sent” indicates the SMS is sent successfully. “Failed” indicates the SMS was not sent successfully. |
SMS | SMS ID of the agent who started the campaign. |
SMS status | Indicates the status of the sent SMS. “Sent” indicates the SMS is sent successfully. “Failed” indicates the SMS is not sent successfully. |
Call time | The date and time of the call. The date format is mm/dd/yyyy. The time format is a 12-hour clock in hh:mm:ss. |
Company | Name of the company. |
Address | The address of the caller or the address of the company. |
City | The city of the caller or the city of the company. |
State | The state of the caller or the state of the company. |
Zip Code | The zip code of the caller or the zip code of the company. |
Country | The country of the caller or the country of the company. |
View calls in the campaign #
- Click the Campaign Expandicon of the desired campaign to view the calls made in the campaign.
Export the calls #
- To export the reports to your local device, click the desired file format at top of the page.
Group Columns #
You can organize the available columns into logical groups to enhance the professional presentation of your data. By doing so, you achieve a more refined perspective on your data.
Follow the procedure to group the columns,
- Drag and drop the desired column at the space provided above the column.
NOTE:
The Campaign column is grouped by default.
- Click the Expand button to view your grouped data.
Need Support? #
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.
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Comprehensive support services: #
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