Introduction #

Unleash the Power of Custom Presence: Elevate Communication with 3CX’s Limitless Status Customization.

Experience the power of 3CX Custom Presence, which allows you to have additional statuses such as “Break,” “Project Work,” “Wrap-up,” or “Vacation” for your agents. These custom statuses indicate their availability and ensure efficient handling of incoming work items. While 3CX provides only five built-in Presence Statuses, our solution enables you to establish a unique set of statuses that align with your operational needs. With our custom interface, you can create and manage these statuses, while adhering to the restrictions set by 3CX. Take control of your communication system and optimize your workflow with 3CX Custom Presence.

Why Choose 3CX Custom Presence? #

	MONITOR AGENTS	Monitor your agent’s availability and utilize data-driven insights to optimize productivity and workflow efficiency.
	EASY REPORTING	Unlock the power of generating comprehensive reports on past presence information with our exclusive feature, unavailable in the standard 3CX package.
	MAP TO 3CX	Align your unique status seamlessly with any of the five pre-set options to elevate your user experience. Ensure accurate and visible information within the user-friendly 3CX clients.
	REAL-TIME WALLBOARD	Effortlessly monitor and manage your status and stay synchronized with your colleagues’ availability in real-time on a single, convenient screen. Experience the power of seamless collaboration and stay connected like never before.

Prerequisites #

Before installing ‘3CX Custom Presence Status’, 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 (64-bit)
• Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
• Microsoft .Net 4.7.2
• VoIPTools’ 3CX Relay Service installed on the 3CX server
• Microsoft Internet Information Server (IIS) 7.0 or above
• Install .NET Core SDK. For this, go to the link https://www.microsoft.com/net/download.  From the Windows section, under .NET Core, select Download .NET Core SDK.  Install the software on your VoIPTools server.

NOTE:

• Installation on a domain controller may require additional assistance
• 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 Custom Presence online 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 the 3CX Custom Presence. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	INSTALL 3CX CUSTOM PRESENCE	This User Guide contains step-by-step instructions to install 3CX Custom Presence successfully. Begin by extracting the installer from the downloaded zip file, then run the setup program named CustomPresence.exe
	REGISTER YOUR SOFTWARE	You must register your license key to activate 3CX Custom Presence. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Step By Step Installation Procedure #

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

Step 1: Download 3CX Custom Presence #

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 Custom Presence application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

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

Step 2: Install the Prerequisites #

Click on the software installer downloaded in Step 1. The installation wizard will automatically identify the prerequisites and assist you with each installation required for 3CX Custom Presence. It includes .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. If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.

4. The Media Location field displays the SQL Server Media target location in the next window. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.

5. Once the prerequisites are installed successfully, click Close.

6. Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next

7. In the confirmation message box, click Yes to reboot the computer.

Step 3: Start the installation process #

1. After all the prerequisites are installed, the 3CX Custom Presence Setup Wizard appears. Click Next to Continue.

2. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Custom Presence’ will be installed. Note that you cannot change the path.
3. Click Next to continue with the installation.

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 Custom Presence’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Custom Presence’ 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 FQDN for the 3CX server.
• confirm that 3CX Custom Presence and the Relay are using the same port and protocol.

Step 5: Configure the database #

When configuring 3CX Custom Presence, 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.

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 Custom Presence, select the existing database name from the list.
6. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click OK to continue.

Step 6: Installing 3CX Custom Presence #

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

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

2. Once the installation is complete, click Finish.

Step 7: Register your Software #

To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:

Key Replacement Assistance	In the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly.
Product Updates and Reminders	By registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.

Follow the procedure to register your software,

Follow the procedure to register your software,

1. Click the 3CX Custom Presence Status 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.

3. In the License screen, enter your registration information in all the fields (Note the red dot denotes a required field).
4. Click Register to complete your software registration.

NOTE:

The license key permits you to install the software on one computer.

Web Portal #

To access the ‘3CX Custom Presence Status’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX Custom Presence Status’ Web).

Login Privileges #

The 3CX Custom Presence Status displays a different menu bar when you log in as an Agent and as a Manager.

Login as an Agent #

You get to see only the Wallboard tab and the About tab when you log in as an Agent.

Login as Manager #

You get to see all the tabs in 3CX Custom Presence Status when you log in as a Manager. The following tabs gets displayed when you log in as a Manager.

• Wallboard tab
• Status Mapping tab
• Status Report tab
• Site settings tab
• License tab
• About tab

Status Mapping #

3CX only offers 5 built-in Presence Statuses. You can have as many custom statuses as you want, but they all have to map back to one of the 5 statuses built into 3CX. Only 3CX Admins/Managers can access ‘Status Mapping’ screen to create or rename custom statuses.

NOTE:

Only ‘Active’ Custom Statuses will appear in the ‘My Status’ grid of the ‘Wallboard’ page.

Add a new status map #

Follow the procedure to add a new status map,

1. In the Status Report tab click the Add Custom Status button.

2. In the Custom Status field, enter the desired status.
3. In the 3CX Status list, select the 3CX status you want to assign to the Custom Status.
4. In the Color field, select the desired colour or enter the colour code of your desired colour to label your custom status.
5. Check the Active checkbox to activate the custom status.
6. Click the Save button to save your custom status.

Wallboard #

The Wallboard screen is a custom web page that makes it possible for your staff to see the custom status of their colleagues. Only 3CX managers can view these wallboards.

Select ‘Extension Group Name’ #

Based on the selected ‘Extension Group Name’, the ‘Team Status’ grid shows a list of associated 3CX extensions and their current status.

Set your current presence status #

Your agents can do the following in the My Status section,

• Set their current presence status in the.
• Describe their current presence status in the Notes field.

NOTE:

This grid will display all 3CX built-in statuses and any custom statuses.

Status Report #

Extensions with ‘Manager’ rights can access reports. The reports specify how much time each agent spent on a particular status.

Field Definitions #

Extension	Agent’s extension
Agent Name	Name of the Agent
Status	Status of the agent
Start Time	The start time of the agent’s status
End Time	The end time of the agent’s status
Duration	The total duration of the agent’s status. It is the difference between the Start Time and the End Time.
Notes	You can make notes for references.

Generate report #

Follow the procedure to generate the reports,

1. In the Report Start Time field, select the date from the calendar or enter the start date and time.

2. In the Report End Time field, select the date from the calendar or enter the start date and time.

3. Click the Get Report button to generate the status report.

The following image shows a sample status report generated.

Group By Column #

By default, the report data is grouped by Extension. However, you can group by other columns by simply dragging and dropping them in the space above the column header.

For example, if you want to group the extensions based on their status, you can drag the Status column to the space given below the header. The following image shows the reports when you group the data based on the status.

Export Report Data #

1. In the Report Start Time and Report End Time fields, enter the date range and then click the Get Report button.
2. Once the Status Report page displays data as per the selected date range, click the desired export button to export the report data in the respective format.

Following image represents data exported in xls. file,

The following image reporesents data exported in .CSV file,

Site Settings #

Site Settings enable you to customize branding settings for the application that include the following:

1. Customize the gradient color of ‘Application Header’
2. Customize grid color in screens that display grid data
3. Customize logo on the ‘Application Header’
4. Customize ‘Header Title Prefix’ on the ‘Application Header.’

Customize Application Title Header – Gradient Color #

1. In the Header Colour section do the following,
   1. Select the top paint from the Top Colour color palette. 
   2. Select the bottom paint from the Bottom Colour color palette.
2. Click Apply  to Save the settings.

Customize Grid Color #

1. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data
2. Click Apply to save your settings.

Customize Logo #

• If you are uploading the logo for the first time then,
  1. In the Custom Logo section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the Select Logo dropdown list.
  3. Click Apply  to save your changes.
• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click Apply  to save your changes.

Customize ‘Header Title Prefix’ Text #

1. In the Header Title field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
2. Click Apply to save the header title prefix.

The final result of the page when you do all the customizations,

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.