Introduction #

Revolutionize your organization’s inbound call routing with VoIPTools. Our tailored solutions offer effective call management, allowing you to route calls based on geography, assigned agents, and account numbers, or prioritize VIP customers through a dedicated queue. Take control of your call routing with our comprehensive collection of cutting-edge solutions, including the versatile 3CX Call Router. If your routing needs go beyond our existing offerings, our dedicated experts can create a custom solution exclusively for you. Enhance your call management capabilities, optimize productivity, and elevate customer satisfaction with VoIPTools. Experience the power of our innovative solutions today.

Why choose the 3CX Call Router? #

	ROUTE BY AREA CODE	Stay informed about your delivery with the 3CX Call Router driver-delivery tool. It utilizes an interactive voice response (IVR) system that connects you directly to the driver. Simply enter your driver code and order number, and inquire about the delivery status to receive instant updates.
	ON-CALL ROUTING	3CX Call Router ensures that it promptly routes the calls received during designated support hours to the assigned employee for assistance. If needed, it can direct calls to voicemail for further attention.
	DELIVERY STATUS	Stay up-to-date with the status of your delivery using our driver-delivery tool. 3CX Call Router incorporates an interactive voice response (IVR) system, allowing you to connect directly with the driver. By entering your driver code and order number, you can inquire about the delivery status and receive instant updates.
	PRIORITY STATUS	Direct your valued customers to a specialized priority queue, guaranteeing exceptional service, while efficiently routing other customers to the standard queue, ensuring organized and streamlined customer flow.

Prerequisites #

Ensure your computer meets the minimum requirements outlined below before installing 3CX Call Router

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 overview #

	DOWNLOAD SOFTWARE	You can order 3CX Call Router 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 Call Router. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
	INSTALL 3CX CALL ROUTER	This User Guide contains step-by-step instructions to successfully install 3CX Call Router. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named CallRouter.exe
	LOG IN TO THE WEB APPLICATION	You can now log in to the web application using the extension number and the PIN.

NOTE:

To achieve efficient results of call routing feature in ‘3CX Call Router’, you must install 3CX Exporter.

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 #

Find the software download link in the Order Confirmation Email, or you can download the application by following the procedure,

1. Open your browser and go to the VoIPTools official website or click here to get redirected to the website.
2. Search for the Call Router Application and click the Download button to download your application.

Step 2: Install the Prerequisites #

Click on the software installer that was downloaded in Step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the installation of the prerequisites needed to run ‘3CX Auto Voicemail’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer), and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.

2. In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.

The installer will download and install the selected applications.

3. 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.

4. 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.

5. Click the Close button once the prerequisites are installed.

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

Step 3:  Start the Installation Process #

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 with the installation.

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 the 3CX Call Router, 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.

SQL Authentication #

1. Enter your server name in the Server field.
   •  If using the free SQL Express Edition, the default SQL Instance name is SQLExpress.

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.

2. Enter your credentials in the Username and Password fields.

NOTE:

Make sure that you select a SQL Login that has sufficient permissions to alter the database and create SQL objects.

3. Select or enter the 3CX Call Router in the Database dropdown.

4. In the Test SQL Connections section, click the Tool button to test the connection and click OK in the Test Results popup box.

5. Click the CFD button to test the CFD connection and click the OK button in the Test Results popup box.
6. Click the Next button which gets enabled when the database connection is successful.

Windows Integrated Authentication #

1. 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.
2. In the Test SQL Connection section, click the Tool button to test the connection.
3. In the Test SQL Connection section, click the CFD button to test the connection.
4. 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”.

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: Log in to the Web Application #

Follow the procedure to login to the web application

1. Double-click the 3CX Call Router desktop icon to open the web application.
2. On the Login page, do the following tasks,
   1. In the Extension field, enter your 3CX extension number.
   2. In the PIN field, enter your 3CX voicemail PIN.
   3. Click the Login button to log in to your account.

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.

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).

Route Screen #

The Route Screen allows you to manage call routing within the system. You can select published CFDs, specify a caller ID, and choose an extension for routing calls. Use this feature to add and maintain routes efficiently, ensuring that calls are directed accurately and effectively throughout the organization.

NOTE:

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

Add Route Maintainence #

1. Click the Add button to add a new route maintainence.

2. Enter the necessary details and click the Save button.

CFD Screen #

The CFD Screen allows you to create and manage Call Flow Definitions (CFDs) to control call routing based on specific time restrictions and lookback time. You can define a default route and voicemail extension for handling calls according to your criteria. This screen also lets you activate, modify, or delete CFDs to optimize call flow management effectively.

NOTE:

The CFD is activated when published.

Field Definitions #

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.

Logs Screen #

The Logs screen provides an automatic record of all call transactions with time-stamped events. It allows you to view details such as the time of the call, the caller’s number, the CFD extension involved, and the final routed extension. This screen is essential for monitoring and reviewing call activity and ensuring accurate call routing.

Testing Conditions #

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

Field Definitions #

Need Support? #

Visit our website to access our online manuals and get quick answers to most of your inquiries. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.

24/7 Support Availability #

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.

Join Our Forum Community #

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/

Report a Bug #

If you encounter a potential bug in any of our VoIPTools products, we appreciate your help in improving our software. Report the issue to us at: https://www.voiptools.com/report-a-bug/ and we’ll address it promptly.

Real-Time Live Chat Assistance #

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.

Efficient Email Support #

To ensure a thorough understanding of your concerns, feel free to 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.

Reach Us by Phone #

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).

Free Support #

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.

Paid Support #

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 for you. 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 best meet your specific 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!