Introduction #

Optimize Call Center Operations with 3CX Caller ID: Empower Agents and Personalize Outbound Caller ID

Customize your outbound caller ID effortlessly with our user-friendly solution. Whether you want to represent a specific organization or target a particular geographical region, you have full control over your caller ID number. Empower your call center agents to display the organization’s phone number for a professional image or choose a caller ID that reflects the desired region to establish a local presence. With the 3CX Caller ID add-on, optimize your operations, increase efficiency, and enhance customer satisfaction by enabling agents to select the most suitable caller ID number for each call.

Features of 3CX Caller ID #

	REVERT AUTOMATICALLY	Effortlessly connect with customers in various regions by configuring your caller ID, initiating calls, and seamlessly switching back to your default Caller ID. Enjoy the convenience and flexibility of reaching out to clients worldwide, providing them with a personalized and professional calling experience.
	ORGANIZE	Effortlessly organize your Direct Inward Dialing (DID) numbers based on customer names or geographical regions, giving you complete control over the numbers your agents see.
	WEB APP	Experience the convenience of installing and accessing our versatile web application effortlessly. Enjoy the freedom to connect from any location using your preferred device.
	APPEAR LOCAL	Increase your chances of connecting with potential customers by utilizing a local caller ID when initiating contact. By employing this straightforward method, you enhance the probability of recipients answering your call and actively participating in a meaningful conversation.

Prerequisites #

Before installing the 3CX Caller ID, you need to ensure that your computer meets the minimum requirements mentioned below:

Installation overview #

	DOWNLOAD SOFTWARE	You can order the 3CX Caller ID 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 Caller ID. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
	INSTALL 3CX CALLER ID	This User Guide contains step-by-step instructions to successfully install the 3CX Caller ID. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named CallerID.exe
	LOGIN TO THE WEB APPLICATION	You can now log in to your software using the Extension and PIN.

Step 2:  Install 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 the 3CX Caller ID.

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. You must install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements and 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.

7. In the Confirmation Message box, click OK to reboot the computer.

Step 3: Start the installation process #

1. After all the prerequisites are installed, click Next in the 3CX Caller ID Setup Wizard Continue.

2. On the Select Installation Folder window, in the Folder field view the location where the 3CX Caller ID gets installed.
3. Click Next to continue with the installation.

NOTE:

You cannot change the path.

Step 4: Test Relay Settings #

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 Caller ID can communicate with the Relay services running on the 3CX server.
5. If the 3CX Caller ID successfully communicates 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:

• 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 FQDN for the 3CX server.
  • Confirm that the 3CX Caller ID and Relay use the same port and protocol.

Step 5: Configure the database #

When configuring the 3CXCaller ID, 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 3CXCaller ID 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.

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. 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 Caller ID #

1. In the Ready to Install window, click Install to start the installation of the 3CX Caller ID.

The application installation progresses.

2. Once the installation is complete, click Finish to complete the installation process.

Step 7: Login to the Web Application: #

Before you Start: Make sure you have registered with the VoIPTools Relay which grants access to the application.

Follow the procedure to register your software,

1. Click the 3CX Caller ID 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

Manager Rights #

As a manager, you have access to all menu items.

Agent Rights #

As an agent, you have access to Caller ID and About menu only.

Getting Started with 3CX Caller ID #

This section provides a comprehensive overview of the web application, detailing its main features, layout, and functionality. It includes a description of each available menu item, helping you navigate the application efficiently and understand the tools and options at your disposal.

Overview of the Web Application Interface #

	Left Side Panel	It consists of all the menu items of the web application.
	Left Side Panel View Options	You can either expand or minimize the menu items.
	Web Application Logo	This is the default logo. You can customize the logo in the Settings menu.
	Web Application Title	This is the default title. You can customize the title in the Settings menu
	User Details	You can view the details of the user. It includes the extension number and the username.
	Logout Icon	Click the logout icon to log out from the web application.
	Support Resources Icon	Click the Support Resources icon to open the Support Resources popup.

Left Side Panel – View Options #

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.

Support Resources Popup #

This popup provides you with essential support resources for the 3CX Caller ID. It includes the version number (20.0.2), contact email, live chat link, and phone number. This information ensures you can access technical support and assistance whenever needed.

Click the link to know more about the VoIPTools support.

A Brief about Caller ID Menu Items #

The Menu Bar consists of all the menus of the web application.

The left side panel consists of the following menus,

	Caller ID menu	The Caller ID menu lets you update, assign, or revert outbound caller IDs, ensuring accurate communication for your extensions.
	Numbers menu	The Numbers menu lets you manage franchise numbers, enabling you to add or delete them within specific extension groups efficiently.
	Agents menu	The Agents menu lets you manage agent caller IDs and 3CX integration, ensuring accurate updates and efficient communication management.
	Settings menu	The Settings menu lets you manage caller IDs, permissions, and personalize the application’s appearance for efficient and branded functionality.

Settings Menu #

The purpose of the Settings menu is to provide you with centralized access to manage and customize key application features. You can configure caller ID options, manage group permissions, and personalize the application’s appearance, including logos, colors, and titles, ensuring efficient functionality and alignment with your organization’s branding and operational needs.

Caller Settings #

The purpose of Caller Settings is to enable you to manage and customize caller ID configurations and permissions for your organization. You can access this section to set default caller IDs for groups, hide manual number options, and assign tab permissions, ensuring efficient and secure call management tailored to your needs.

NOTE:

You can work with same agents in multiple groups without any need of removing agents from existing groups and adding to required groups.

Set Default Caller ID for a Group #

This section guides you to Set Default Caller ID for a Group.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Caller Settings tab under the Settings menu.

1. Select the desired departments from the Department dropdown.

2. Select the default caller ID in the Select Default Caller ID dropdown.

Results: The default caller ID for the selected group is successfully updated and saved

Hide Manual Numbers in Caller ID Menu #

This section guides you to Hide Manual Numbers in Caller ID Menu.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Caller Settings tab under the Settings menu.

• In the Settings section, select the Hide Manual Number box.

Results: The Manual Numbers dropdown gets disabled in the Caller ID menu.

Set Group Tab Permissions #

This section guides you to give access to the Group User tab either to the manager of the system admin.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Caller Settings tab under the Settings menu.

• In the User Role Permissions section,
  • Select the Manager radio box to grant access to the Group User tab to the manager,
  • Select the SystemAdmin/SystemOwner radio box to provide access to the system admin.

Custom Branding Settings #

The Custom Branding Settings lets you customize the visual appearance of your application to align with your organization’s branding. You can specify a header title, upload a custom logo, and configure header gradient and grid background colors using intuitive tools. These options allow you to create a professional and cohesive design.

Customize Header Colour #

This section guides you to change the header gradient top and bottom colors.

Before you Begin: make sure you have logged into the application with the manager rights and navigated to the Customer Branding Settings tab, in the Settings menu.

1. In the Header Gradient Color section, select the Top Color from the palette
2. Select the Bottom Color from the palette.
3. Click the Apply  button to save your changes.

Results: You have customized the header gradient color of the application.

Customize Grid Colour #

This section guides you to change the grid color of the web application.

Before you Begin: make sure you have logged into the application with the manager rights and navigated to the Customer Branding Settings tab, in the Settings menu.

1. Select the grid color from the Grid Color palette.
2. Click the Apply  button to save your changes.

Results: You have customized the grid color of the application.

Customize Website Logo #

This section guides you to upload or update custom logo to the web application.

Before you Begin: make sure you have logged into the application with the manager rights and navigated to the Customer Branding Settings tab, in the Settings menu.

1. Click the Browse button and browse the desired logo in your device.

2. Select the uploaded logo in the Custom Logo dropdown.
3. Click Apply  to save your changes.

Results: Your logo gets updated to the website.

Customize Header Title Prefix #

This section guides you to change the prefix of the title header.

Before you Begin: make sure you have logged into the application with the manager rights and navigated to the Customer Branding Settings tab, in the Settings menu.

1. Enter the title prefix in the Header Title field.
2. Click the Apply  button to save your changes.

Results: You have changed the prefix of the title header.

Numbers Menu #

The purpose of the Numbers menu is to help you manage franchise numbers efficiently. You can use this section to add or delete franchise numbers, associating them with specific departments. This functionality ensures organized and streamlined management of franchise caller ID details within your organization’s communication system.

Add a Franchise Number #

This section guides you to add a franchise number.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Numbers menu in the left side panel.

1. Select the department from the Department dropdown.

2. Click the Add icon.

3. In the Caller ID field, enter the ‘Caller ID Number’ for the new franchise.
4. In the Name field, enter the name of the new franchise.

Results: You get a Success popup, and the franchise details get added to the desired extension group.

Delete a Franchise #

This section guides you to delete a franchise number.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Numbers menu in the left side panel.

1. Click the Delete  icon beside the franchise you want to delete.

2. Click OK on the confirmation message box.

Results: The franchise gets deleted from the selected extension group.

Agents Menu #

The purpose of the Agents menu is to allow you to manage agent configurations effectively. You can edit agent caller IDs and add or remove agents from 3CX, ensuring seamless updates and organization within your system. This functionality helps maintain accurate and efficient communication management across your organization.

Edit Caller ID of an Agent #

This section guides you to Edit Caller ID of an Agent

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Agents menu.

1. Select the extension group from the Extension Group Name dropdown.

2. Click the Caller ID field of the desired agent to enter the latest ID.

Results: The caller ID of the selected extension gets updated.

Add or Remove Agents from 3CX #

This section guides you to Add or Remove Agents from 3CX.

Before you Begin: Make sure you have logged in with Manager credentials and have navigated to the Agents menu.

• Select the Add/Remove Agents From 3CX box.

Results: The Agents menu displays list of all the agents from 3CX.

Caller ID Menu #

The Caller ID menu lets you manage and update outbound caller ID settings for your extensions. It allows you to update existing caller IDs, manually assign new IDs, or revert to default IDs for agents, ensuring accurate and professional communication across franchises.

Update Existing Outbound Caller ID #

This section guides you to update existing outbound caller ID for logged-in user’s extension.

Before you Begin: Make sure you have logged in with Manager Credentials and have navigated to the Caller IDs menu on the left side panel.

• Select the desired franchise from the Numbers dropdown for which you want to update the outbound caller ID.
  • Click the link to learn to add a new franchise.

Results: The outbound caller ID for the desired franchise gets updated.

Manually Update Outbound Caller ID #

This section guides you manually update outbound caller ID for logged-in user’s extensions.

Before you Begin: Make sure you have logged in with Manager Credentials and have navigated to the Caller IDs menu on the left side panel.

1. Select the desired franchise from the Numbers dropdown for which you want to manually update the outbound caller ID.
   • Click the link to learn to add a new franchise.

2. In the Manual Number field, enter the caller ID.
3. Click the Update button

Results: The log-in extensions get updated with the manual caller ID.

Revert Agent’s Default Caller ID #

Reverting a caller ID for an agent will revert it back to the Agent Caller ID (specified in the Agents tab). If the agent is not assigned any Caller ID, then the application takes the Default CallerID (specified in the Settings tab) of the extension group to which the agent belongs.

NOTE:

Every agent must have a default Caller ID (Agents tab) else Caller ID will not be reverted.

• Click the link to learn to edit the caller ID of an agent.
• Click the link to learn to set default caller ID for a group.

This section guides you to revert back to agent default caller ID.

Before you Begin: Make sure you have logged in with Manager Credentials and have navigated to the Caller IDs menu on the left side panel and each agent has a default caller ID.

• Select the desired franchise from the Numbers dropdown for which you want to revert the default caller ID.
  • Click the link to learn to add a new franchise.

2. Click the Revert icon.

Results: The application displays the successfully reverted message and the outbound caller id of the extension.

NOTE:

You cannot revert manual number.

Need Support? #

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.

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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.

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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.

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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!