Unleash the Power of Custom Presence: Elevate Communication with 3CX’s Limitless Status Customization.
Experience the power of 3CX Custom Presence, which allows you to have additional statuses such as “Break,” “Project Work,” “Wrap-up,” or “Vacation” for your agents. These custom statuses indicate their availability and ensure efficient handling of incoming work items. While 3CX provides only five built-in Presence Statuses, our solution enables you to establish a unique set of statuses that align with your operational needs. With our custom interface, you can create and manage these statuses, while adhering to the restrictions set by 3CX. Take control of your communication system and optimize your workflow with 3CX Custom Presence.
Monitor your agent’s availability and utilize data-driven insights to optimize productivity and workflow efficiency.
EASY REPORTING
Unlock the power of generating comprehensive reports on past presence information with our exclusive feature, unavailable in the standard 3CX package.
MAP TO 3CX
Align your unique status seamlessly with any of the five pre-set options to elevate your user experience. Ensure accurate and visible information within the user-friendly 3CX clients.
REAL-TIME WALLBOARD
Effortlessly monitor and manage your status and stay synchronized with your colleagues’ availability in real-time on a single, convenient screen. Experience the power of seamless collaboration and stay connected like never before.
NOTE:
Installation on a domain controller may require additional assistance
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
IIS is needed as a web server to host and manage web-based applications and services.
.NET Framework 4.7.2 (Web Installer)
This framework provides essential components for running and developing applications.
.NET Core SDK.
.NET Core SDK is required for development and deployment purposes. It provides the necessary tools, libraries, and runtime environment for building and running .NET Core applications. and allows developers to create custom integrations, plugins, or extensions for the 3CX system.
Click here to download the application and install it in the VoIPTools server.
VoIPTools Universal Updater
This component is necessary for updates, ensuring the application remains current and functional.
VoIPTools Relay Service
It is used for proper integration and functionality of the 3CX Custom Presence Status within the 3CX environment.
Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
3CX requires Microsoft SQL Server 2016 or later for database management.
Static IP for VoIPTools and 3CX servers
This is 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.
Port number 7900 opened on your device
Port 7900 is a specific network port used by 3CX for communication purposes. Opening this port on the device’s firewall allows incoming and outgoing traffic to pass through, enabling the 3CX software to send and receive data over the network effectively.
You can order 3CX Custom Presence online at https://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software.
INSTALL PREREQUISITES
You must install several prerequisites before installing the 3CX Custom Presence. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
INSTALL 3CX CUSTOM PRESENCE
This User Guide contains step-by-step instructions to install 3CX Custom Presence successfully. Begin by extracting the installer from the downloaded zip file, then run the setup program named CustomPresence.exe
LOGIN TO THE WEB APPLICATION
You can now log in to the web application using the extension number and the PIN.
Click on the software installer downloaded in Step 1. The installation wizard will automatically identify the prerequisites and assist you with each installation required for 3CX Custom Presence. 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.
Figure 1: Prerequisites Setup Wizard
In the Prerequisites window, the installer will identify the missing prerequisites. You must install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.
Figure 2: Select Prerequisites to Install
The installer will download and install the selected applications.
Figure 3: Prerequisites Installation in progress
In the Microsoft SQL Server License Terms click the Accept button to acknowledge the license terms and continue.
This page appears if you do not have SQL Server Express preinstalled in your device.
Figure 4: SQL Server Express: Accept License Terms
View the SQL Server Media target location in the Media Location field. If required, you can click the Browse button to change the location. Click Install to begin the installation of SQL Server Express.
Figure 5: SQL Server Express: Target Location
SQL server installation is in progress. This may take several minutes to complete.
Figure 6: SQL Server Installation In Progress
Click the Close button once the prerequisites are installed.
Figure 7: SQL Server Express: Installed Successfully
In the confirmation message box, click Yes to reboot the computer.
Figure 9: SQL Server Express: Reboot your computer
After all the prerequisites are installed, the 3CX Custom Presence Setup Wizard appears. Click Next to Continue.
Figure 10: 3CX Custom Presence Status Setup Wizard
On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Custom Presence’ will be installed. Note that you cannot change the path.
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 12: Configure Relay Services
Click the Test Relay Settings to confirm ‘3CX Custom Presence’ can communicate with the Relay services running on the 3CX server.
If the ‘3CX Custom Presence’ 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.
Figure13: Relay connection test successful
NOTE:
If the test was unsuccessful:
confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
confirm that you have entered the correct FQDN for the 3CX server.
confirm that 3CX Custom Presence and the Relay are using the same port and protocol.
When configuring the 3CX Custom Presence, select an existing Microsoft SQL Server instance in your environment. The database server can be a remote SQL Server, or a local instance running on the VoIPTools server.
You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.
If using the free SQL Express Edition, the default SQL Instance name is SQLExpress.
Figure 14: Configure Database – Server Field
NOTE:
If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
If SQL Server is installed on a server other than the server where 3CX Exporter is installed, you will need to configure SQL Server to allow remote connections.
Enter your credentials in the Username and Password fields.
To use Windows Integrated Authentication check the Trusted Connection (Windows integrated authentication) checkbox.
The VoIPTools installer will create a local Windows user name as “VoIPToys” and give you sufficient rights to this user to create/update the SQL database.
In the Test SQL Connection section, click the Tool button to test the connection.
Click the Next button which gets enabled when the database connection is successful.
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”.
Click the 3CX Custom Presence Status 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.
Figure 21: 3CX Custom Presence Status Login
NOTE:
Upon successful application registration in the relay, you’ll be automatically redirected to the web application. To understand how to register the application in the relay, click here.
3CX Custom Presence provides different screens for both users and Managers. This approach empowers managers with administrative authority, enabling oversight and specialized functionalities, while users maintain limited access, fostering security and tailored functionalities for their specific roles.
The Left Side Panel consists of all the menus of the web application. You can minimize the Left Side Panel to enlarge your main content.
Figure 25: Left Side Panel – Expanded View
The Left Side Panel consists of the following menus,
WALLBOARD
The Wallboard menu provides 3CX managers with a visual representation of staff statuses, allowing them to monitor and track the current status of various extensions associated with specific groups
STATUS MAPPING
The Status Mapping menu allows customization of statuses, allowing administrators or managers to create and align multiple custom statuses with the 5 built-in presence statuses. This feature facilitates better organization and visualization of individualized statuses, ensuring their visibility on the Wallboard screen for effective communication and tracking of staff availability.
STATUS REPORT
The Status Reports menu lets managers with appropriate access rights track and analyze agents’ time spent on specific statuses. This feature provides detailed reports showcasing individual agent data, including status duration, facilitating performance assessment, and resource allocation. It allows for exporting data in various formats for further analysis or documentation purposes.
SETTINGS
The Settings Menu lets you manage department access and customize branding elements for a secure and personalized application experience.
The purpose of the Settings Menu is to give you control over key configurations in the application. You can manage department access based on user membership, ensuring secure visibility. Additionally, you can customize branding elements like the header, grid colors, and logo to align the application’s appearance with your organization’s identity.
The purpose of Department Settings is to control user access to departments based on their membership status. It allows managers to restrict or permit access to specific departments for non-members, ensuring secure and organized access. These settings directly impact the visibility of departments on the Wallboard tab for agents.
This section guides you to set the extension group. Based on the selected ‘Extension Group Name’, the ‘Team Status’ grid lists associated 3CX extensions and their current status.
Before you Begin: Make sure you have logged in with Manager Credentials and have navigated to the Wallboard menu in the Left Side Panel.
Click to open the Extension Group Name dropdown and select the desired extension group.
This section guides you to add the agents of a selected Extension Group Name from 3CX.
Before you Begin: Make sure you have logged in with System AdministratorCredentials and have navigated to the Wallboard menu in the Left Side Panel.
Click the Add/Update Agents From 3CX box to update the agents.
Figure 34: Add/Update Agents From 3CX Checkbox
NOTE:
The Add/Update Agents From 3CX checkbox is visible only to the System Administrators.
Changes made in extension names in the 3CX Admin Console will not reflect in the 3CX Custom Presence Status unless the System Administrator selects the Add/Update Agents From the 3CX checkbox.
3CX only offers 5 built-in Presence Statuses. You can have as many custom statuses as you want, but they all have to map back to one of the 5 statuses built into 3CX. Only 3CX Admins/Managers can access the ‘Status Mapping’ screen to create or rename custom statuses.
In the Status Mapping screen, you can do the following tasks
Add a new Custom Status
Activate and Inactivate existing Custom Statuses.
NOTE:
Only ‘Active’ Custom Statuses will appear in the ‘My Status’ grid of the ‘Wallboard’ page.
In the Report Starting Time and Report Ending Time fields, enter the date range and then click the Get Report button.
Once the Status Report page displays data as per the selected date range, click the desired export button to export the report data in the respective format.
Figure 50: Export Report Data
Click OK on the Success popup.
Figure 51: Export Data Success Popup
Following image represents data exported in xls. file,
Figure 52: Sample XLS Report
The following image reporesents data exported in .CSV file,
Click the Support Resources button on the top right of the application to open the Support Resources screen.
Figure 61: Support Resources Icon
The Support Resources screen displays the application’s version number and the contact information of VoIPTools. Click on the link to learn about the comprehensive support provided by VoIPTools.
You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.
Rest assured, our dedicated team is here to assist you around the clock, every day of the year. Whether you’re based in the USA or India, we’re ready to provide prompt responses to your technical queries.
Windows Event Log for VoIPTools Applications and Services #
For troubleshooting any application errors, our Windows Event Log contains a comprehensive list of error messages, warnings, and informative notes related to all our VoIPTools applications and services. It’s a valuable resource to help you pinpoint and resolve any issues you may encounter.
Are you looking to collaborate with other VoIPTools customers facing similar challenges? Our forum is the perfect platform to exchange ideas, solutions, and best practices. Join the conversation at: https://www.voiptools.com/community/
Got questions that need immediate answers? Our chat support team is available to assist you in real time. Just click on the Live Chat button located at the lower right corner of our website, and we’ll acknowledge your queries right away.
To ensure a thorough understanding of your concerns, email us at support@voiptools.com. Describe your issue in detail, and we’ll get back to you within one business day with the support you need.
If you prefer to speak with a representative directly, you can reach us at +1 801-642-4655. Our attentive team is available to take your calls from 8:00 AM to 6:00 PM (Central Standard Time).
If you’ve purchased our products through a VoIPTools Partner, rest assured that they provide first-level support at no additional cost. Partners have access to 100% free technical assistance and actively participate in the troubleshooting process.
VoIPTools customers enjoy access to our online manuals and receive support through emails (with responses within one business day) and live chat. However, please note that we do not provide remote server login assistance.
For a more hands-on experience, consider our “Installation Support” package. Our expert support team can log in to your servers, and install and configure all our tools. This comprehensive service includes setting up SQL Server Express and Internet Information Server if necessary. We’ll work closely with you to tailor our applications to meet your requirements.
We’re committed to providing top-notch support to ensure your VoIPTools experience is smooth and hassle-free. Contact us today, and let us assist you in making the most of our powerful tools!