Call Router V18

Table of Contents

Introduction #

With 3CX Call Router it is simple to route inbound calls based on Caller ID.  This tool allows you to identify a caller based on any number of digits (not just area code) and route to a selected extension.  Further, you can optionally choose to route to different locations based on time of day.

For example, do you need to route sales calls based on geographical region to the correct salesperson?  Do you want a customer to always be routed to the same agent?  You can do that.  Need to route these calls to a different location outside of office hours?  You can do that too.  It’s all easily managed with a secured web portal using 3CX Call Router.

Prerequisites #

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

  1.  3CX Version V16 and V18
  2. Windows 10 or above / Windows Server 2012 or above
  3. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
  4. Microsoft Internet Information Server (IIS) 7.0 or above
  5. .Net 4.7.2 or above

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 Call Router’ on-line at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.


Install Prerequisites

There are a number of prerequisites that must be installed prior to installing ‘3CX Call Router’. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Call Router

Run the setup program named 3CXCallRouterInstaller.exe and then follow the instructions as mentioned in the manual.


Register your License Key

You must register your license key to activate ‘3CX Call Router’. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Note: To achieve efficient results of call routing feature in ‘3CX Call Router’, you should install ‘3CX Exporter’ as well.

Step By Step Installation Procedure #

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

Step 1:  Download ‘3CQueue Notifier (client)’.   #

You can locate the software download link included in your order confirmation email. Alternatively, you can also find the link from your order history on our website.

Step 2:  Start the Installation #

  1. Click the downloaded installer executable to start the 3CX Queue Notifier setup wizard.
Figure 1: Queue Notifier(Client) Setup Wizard
  • On the Select Installation Folder window, view the installation folder. You cannot change the installation path.
Figure 2: Installation Folder Location
  1. Click Next to continue.
  2. In the Ready to Install window, click Install to start the installation of the ‘3CX Queue Notifier (client)’.

Step 3: Test Relay Services #

  1. In the 3CX Relay Services window, in the Relay Host field, enter the IP address or 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.
Fig 7: Configure Relay Services
  1. Click the Test Relay Settings to confirm ‘3CX Call Router’ can communicate with the Relay services running on the 3CX server.
  2. If the ‘3CX Call Router’ 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.
Fig 8:Test Relay services

Click Next to continue with the installation.

Note: If the test was unsuccessful: 

  1. confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
  2. confirm that you have entered the correct IP address / FQDN for the 3CX server.
  3. confirm that 3CX Call Router and the Relay are using the same port and protocol.
  • 5). Click Next to continue with the installation.

Step 5: Configure the database

When configuring 3CX Call Router, 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”.

Figure 14: SQL Authentication

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 Call Router, 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.

Figure 16: Test SQL Connection

  • Click Next to continue.

Step 6: Installing 3CX Call Router #

  • In the Ready to Install window, click Install to start the installation of the ‘3CX Call Router’.
Figure 3: Install 3CX Call Router

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

Figure 7: Installation in progress

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

Fig: Installation completed

Web Portal #

To access the ‘3CX Call Router’ web portal, click on the desktop icon that was created during the installation process (‘3CX Call Router’ 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.
  • 4. If an upgraded version of the application is available in VoIPTools website when compared to that installed in your system then the login page displays both the build versions as Latest and Installed respectively, and also gives you a provision to download the latest version from the VoIPTools website.

Figure 11: Installed and Latest Version Details

  • 5. Click Download and in the A new version is available dialog box, click Download.

Figure 12: Download Latest Version

  • 6. If the installed version in your system is same as that of the latest build available in VoIPTools website, then the login page displays as Up to Date.

Figure 13: Installed and Latest Versions – Up to Date

License Screen #

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.

  1. In the License screen and in the License Key field, enter the valid license key.
  2. Enter appropriate details in all the other fields of the page.
  3. Click Register.

Figure 14: Register Software

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

CFD Screen #

The CFD Screen enables you to create new CFDs and define routings in the system based on ‘Time Restriction’ and ‘Lookback Time’.

Note: The CFD is activated when published.

Figure 15: CFD Screen

Field Definitions

TITLEThe title of the CFD
CFDThe extension number to which the caller makes the call
DEFAULT ROUTEThe extension to which the calls must be routed  based on the conditions mentioned below:• In Route Screen, the ‘Caller ID’ and ‘Extension’ is null for a CFD
• In CFD Screen:— The Time Restriction is not enabled
— The Time Restriction is enabled and the current call time is within the ‘Time Restriction’ and ‘Look Back’ time frame limits
— The Time Restriction is enabled but the current call time is out of ‘Time Restriction’ time frame limit
VOICEMAIL EXTENSIONThe extension to which the calls must be routed  based on the conditions mentioned below:• In Route Screen, the Caller ID and Extension is null for a CFD
• In CFD Screen, The Time Restriction is enabled and the current call time is within the ‘Time Restriction’ limits but not within the ‘Look Back’ time frame
RESTRICTION START TIMEIt is the defined timing of the day that restricts the routing of the call to either Default extension or Voicemail extension
TIME RESTRICTIONCheck the check box to enable Time Restriction feature
LOOKBACK TIMEIt is the time frame since the last specified hours during which the current call has been made, or not
PUBLISHActivating a CFD

Add/ Delete CFD #

  • 1. In the CFD screen, and on the left hand side of the column header, click the Add button

Figure 16: Add New CFD

  • 2. In the new record, enter valid and appropriate data in all the fields.
  • 3. To enable Time Restriction for a call, check the Time Restriction check box.
  • 4. To activate the CFD, in the Publish column, click Publish hyperlink associated to respective CFD and in the Information message box, click OK.

Figure 17: Information message box – Published Successfully

  • 5. To save the CFD, at the footer of the Routing CFD Maintenance page, click Save or click Cancel Changes to cancel the changes you have made to the CFD.
  • 6. To delete an existing CFD, click Delete button associated to respective CFD and in the Delete Confirmation message box, click OK.

Figure 18: Delete Confirmation message box

Route Screen #

The Route Screen enables you to perform route maintenance. The ‘3CX Call Router’ will route an incoming call to either Extension Number mentioned in Route Screen or to Default Route or Voicemail Extension mentioned in CFD Screen based on the conditions mentioned below:

Note: The CFD dropdown list in the Route screen displays only published CFDs.

Figure 19: Route Screen

CFDPublished CFD in the CFD screen
CALLER IDSpecific extension from which you want to make the call
EXTENSIONSpecific extension to which you want to get the call

Logs Screen #

The Logs screen generates time-stamped events of all the call transactions automatically. From here, you can view the time at which specific call has been performed, caller number, the CFD extension to which the call has been made, and the extension number to which the call has been routed.

Figure 20: Logs Screen

The below table gives detailed information about the testing conditions for the Call Router application.

Fig 21: Test conditions

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
  • 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.
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