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:

•  3CX Version V18
• Windows 10 or above / Windows Server 2012 or above
• Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
• Microsoft Internet Information Server (IIS) 7.0 or above
• .Net 4.7.2 or above
• Port number 7650 opened on your device.

NOTE:

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio
• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation #

	Download software	You can order ‘3CX 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 Emergency Notifier	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 3CX Call Router #

1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Call Router application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

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

Step 2:  Start the Installation #

1. Click the downloaded installer executable to start the 3CX Call Router setup wizard.

2. On the Select Installation Folder window, view the installation folder. You cannot change the installation path.
3. Click Next to continue.

4. The Microsoft SQL Server License Terms page gets displayed if you install SQL Server Express. Click Accept to acknowledge the license terms and continue.

5. In the Media Location field, browse to change the location and click Install to begin the installation of SQL Server Express.

6. Click Close when you install the prerequisites.

Installation is in progress. It may take several minutes to complete the installation.

7. Click Yes in the Confirmation Message Box to reboot the computer.

Figure 9: Reboot confirmation message box

Step 3: Test Relay Services #

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

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

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 IP address / FQDN for the 3CX server.
• confirm that 3CX Call Router and the Relay are using the same port and protocol.

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”.

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 TOOL button in the Test SQL Connection section to confirm connectivity to SQL Server and click OK in the Test Results popup box.

7. Click the CFD button in the Test SQL Connection section to confirm connectivity to SQL Server and click OK in the Test Results popup box.

8. Click the Next button which gets enabled when the database connection is successful.

Step 6: Installing 3CX Call Router #

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

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

2. 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

Step 7: Register your Software #

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.

NOTE:

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

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.

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

Figure 20: 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 21: Installed and Latest Versions – Up to Date

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.

Field Definitions #

TITLE	The title of the CFD
CFD	The extension number to which the caller makes the call
DEFAULT ROUTE	The 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 EXTENSION	The 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 TIME	It is the defined timing of the day that restricts the routing of the call to either Default extension or Voicemail extension
TIME RESTRICTION	Check the check box to enable Time Restriction feature
LOOKBACK TIME	It is the time frame since the last specified hours during which the current call has been made, or not
PUBLISH	Activating a CFD

Add new CFD #

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

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.

Delete existing CFD #

1. To delete an existing CFD, click the Delete  button associated with the respective CFD.
2. In the Delete Confirmation message box, click OK.

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.

CFD	Published CFD in the CFD screen
CALLER ID	Specific extension from which you want to make the call
EXTENSION	Specific 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 a specific call has been performed, the caller number, the CFD extension to which the call has been made, and the extension number to which the call has been routed.

Testing Conditions #

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

Field Definitions #

DATE	The date and time at which the call has been made by the CFD extension. The date format is MM/DD/YYYY. The time format is 12 hours clock with HH:MM:SS format.
CFD	The CFD extension to which the call has been made
CALLER	The number of the caller
ROUTE	The extension number to which the call has been routed.

Support #

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

Support Hours (USA and India) #

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

Windows Event Log (Applications and Services VoIPTools) #

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

Forums #

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

Submit a Bug #

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

Live Chat #

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

Email #

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

Phone #

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

Support Services #

Free Support: #

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

VoIPTools customers have access to our online manuals and we will respond to emails (next business day) and live chat, but we will not log in to your servers remotely.

Paid Support: #

If you purchase “Installation Support’ our support team can log in 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.