Experience Seamless Queue Management with 3CX Auto Logout
Introducing 3CX Auto Logout, the monitoring tool designed to transform your queue management system. Say goodbye to the inconvenience caused by agents forgetting to log out of queues, leading to missed calls and disruptions in your office environment. With 3CX Auto Logout, agents will be automatically logged out of the queue when they exceed the permitted number of missed calls. This eliminates long hold times, improves customer satisfaction, and creates a more productive and peaceful office environment. Additionally, the tool ensures the accuracy of your 3CX statistical reports by tracking agent activity, providing reliable data for informed decision-making.
Ensure optimum performance and accountability with Auto Logout as it actively monitors and records the count of consecutive missed calls for every queue agent.
AUTOMATIC LOGOUT
An automated system that actively logs out agents from the queue as soon as they exceed the allowed number of missed calls. Maximize efficiency and ensure prompt customer service, enhancing user experience and driving more visitors to your website
CUSTOMIZABLE THRESHOLD
Ensure optimal agent productivity by configuring the threshold for missed calls, and enabling automatic agent logouts after surpassing the maximum limit.
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.
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 Competitive Wallboard 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 6150 opened on your device
Port 6150 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.
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
You can order 3CX Auto Logout 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 Auto Logout. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
INSTALL 3CX AUTO LOGOUT
This User Guide contains step-by-step instructions to successfully install 3CX Auto Logout. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named AutoLogoutInstaller.exe
LOGIN TO THE WEB APPLICATION
You can now log in to your software using the Extension and 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 to 3CX Auto Logout. 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: 3CX Auto Logout Setup Wizard
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.
Figure 2: Prerequisite Installation Selection
The installer will download and install the selected applications. It may take several minutes to complete.
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
Click Yes in the Confirmation Message Box to reboot the computer.
Click Next on the 3CX Auto LogoutSetup Wizard screen.
Figure 10: Auto Logout Setup Wizard
On the Select Installation Folder window, the Folder field displays the path where the 3CX Auto Logout gets installed. You cannot change the location path.
Click Next to continue.
Figure 11: Auto Logout Select the Installation Folder
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 Auto Logout’ can communicate with the Relay services running on the 3CX server.
If the ‘3CX Auto Logout’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.
Click Next to continue with the installation.
Figure 13: Test Relay Success
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. Confirm the following if the test was unsuccessful:
Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
Confirm that you have entered the correct IP address / FQDN for the 3CX server.
Confirm that the 3CX Auto Logout and Relay use the same port and protocol.
When configuring the 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 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.
Figure 18: Trusted Connection Checkbox
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”.
You can set the maximum number of consecutive calls an agent can miss. Once the agent reaches the defined ‘Max Missed Calls’ limit for a specific queue, the ‘3CX Auto Logout’ service will automatically log them out of the queue.
Threshold Ring Time
The Threshold Ring Time field specifies the maximum duration an agent’s phone can ring before the system categorizes the call as missed. If the agent fails to answer the call within this predefined time frame, it is automatically marked as a missed call.
Schedule Timer
At the scheduled time, the Missed Calls Counter resets to zero.
Log Out From All Queues
If enabled, the agent will log out of all the selected queues upon reaching the Max Missed Calls limit. Conversely, if you unselect the Logout From All Queues checkbox, the agent will only log out of the queue where the agent has exceeded the Max Missed Calls limit.
For example, suppose an agent is assigned to two queues: Queue A and Queue B. If the “Logout From All Queues” option is enabled and the agent exceeds the Max Missed Calls limit in either Queue A or Queue B, they will be logged out of all the queues. However, if this option is disabled and the agent exceeds the max missed calls limit in Queue A, they will only be logged out of Queue A, allowing them to continue working in Queue B without interruption.
Logout From Selected Queues
This feature logs out the agents only from the selected list of queues in the Queue Information section.
Follow the procedure to configure your auto logout settings,
On the Settings tab in the Max Missed Calls field, enter the maximum number of consecutive calls an agent can miss.
Figure 23: Settings Tab – Max Missed Calls
In the Threshold Ring Time field, set the duration (in seconds) for which an agent’s phone can ring before it is marked as a missed call.
Figure 24: Threshold Ring Time Field
NOTE:
The Ring Time set in the 3CX should be greater than the Threshold Ring Time set in the 3CX Auto Logout.
Figure 25: Ring Time Field in 3CX Console Management
In the Schedule Timer field, set desired time for resetting the Max Missed Call counts.
For example, if you set the Max Missed Calls count to ‘2’ and the Schedule Timer to 12:00 AM (see figure 24), if an Agent misses less than two calls, they will remain logged in to the queue. Once the timer reaches 12:00 AM, the missed calls counter resets to zero. Then, the agent must miss two calls again to be logged out of the queue.
Figure 26: Settings Tab – Schedule Timer
NOTE:
If you want to monitor newly added queue agents before the specified ‘Schedule Timer’ value has been reached, you need to refresh the page.
This case lets you logout the agents only from the selected queues when they exceed the Max Missed Calls settings.
For the selected Queue Numbers (refer Figure 26), when the agent reaches the exceeds, the Max Missed Calls limit, the agent gets logged out only in the selected queues.
Log out an agent from all queues.
This case lets you logout the agents from all the queues when they exceed the Max Missed Calls settings in any of the selected queues.
For the selected Queue Numbers (refer Figure 27), when the agent reaches the exceeds, the Max Missed Calls limit, the agent gets logged out from all the available queues.
Do Not Disturb
This case changes the agent status to Do Not Disturb when they exceed the Max Missed Calls settings for the selected queues.
When the agent reaches the exceeds, the Max Missed Calls limit, the agent status is set to Do Not Disturb for the Queue number 8001 (refer Figure 31)
NOTE:
If the Auto Logout service is active and the “Do Not Disturb” (DND) setting is enabled, the following functionality applies:
When a queue call is received, the system will determine the agent with the highest number of missed calls.
The status of that agent will automatically change to DND.
This functionality is applied to the selected queues.
This feature automatically switches the Agent’s Status to Do Not Disturb in the 3CX Phone system when the number of calls in the queues surpasses the configured value of Max Missed Calls.
Select the Do Not Disturb radio box.
Figure 30: Settings Tab – Do Not Disturb feature
Select the desired queues in the Queues Information section.
Figure 31: Do Not Disturb – Queues Selection
Results: The status of the agents from the selected queues will be set to Do Not Disturb when they exceed the Max Missed Calls settings set earlier.
The Email tab enables you to configure email settings so that the ‘Auto Logout’ will send emails to notify about the logout information to both the logged-out agent and the respective managers of all the groups to which the logged-out agent belongs.
Under the Mail Server section, check the Email Extensions check box if you want a notification about the logout information to the logged-out users and the managers of all the groups to which the logged-out agent belongs to.
In the Mail Server field, enter the IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.
Examples: smtp.gmail.com or 192.168.1.20
In the Port field, enter the port number.
The default value is 25.
For Gmail/ Google Apps use port 587
In the Email From field, enter the email address to use as the from email address.
Note that your SMTP server may require a valid email address to be used. For example no-reply@mydomain.com
The Email Subject field automatically displays email subject.
You can enter your desired email subject or you can also send emails without subject.
In the Alt Email field, enter an email address to test if the email server is working as per the set configuration.
For example user@mydomain.com.
Check Requires Authentication check box if your mail server requires authentication to relay emails.
Enter credentials in the User ID and Password fields.
You can click the View button to display password characters.
Select Requires SSL/ TLS check box if your mail server requires 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.
Click the Test button to confirm whether ‘3CX Auto Logout’ can send emails.
You may need to make configuration changes to your mail server to permit the relay of emails from 3CX Auto Logout.
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!
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