---
title: Monitor V18
description: "[API & 3CX Monitor by VoIPTools | Live Webinar Hosted on October 6th 2022](https://www.youtube.com/embed/5hHhPiA--wE?feature=oembed) # Introduction ***Unlock the Power of 3CX Monitor: Your Ultimate Diagnostic Tool for Call Monitoring*** Discover 3CX Monitor, a powerful diagnostic tool offering real-time insights into…"
url: "https://voiptools.com/docs/monitor-v18/"
updated: "2024-10-15"
category: "Tools - V18"
---

# Monitor V18

[API & 3CX Monitor by VoIPTools | Live Webinar Hosted on October 6th 2022](https://www.youtube.com/embed/5hHhPiA--wE?feature=oembed)

# Introduction

***Unlock the Power of 3CX Monitor: Your Ultimate Diagnostic Tool for Call Monitoring***

Discover 3CX Monitor, a powerful diagnostic tool offering real-time insights into your call journey. From dialing to disconnecting, this game-changing tool provides a comprehensive view of call events and detailed attributes. Easily track call paths, touchpoints, and call duration with a few simple clicks. Originally developed for our internal team, it's now available to you, ensuring seamless troubleshooting of call routing issues. Don't miss out on this opportunity to unlock the full potential of call monitoring and stay ahead in your communication game.

# Why choose 3CX Monitor?

| ![](https://voiptools.com/wp-content/uploads/2023/01/real-time-call-tracking-1.png) | **EXPERIENCE REAL TIME CALL TRACKING** | Explore the intriguing realm of call monitoring where all call aspects are thoroughly recorded and instantly logged. Each call's comprehensive details are meticulously stored in a dynamic database, ready for your later review. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/accessible-web-portal-1.png) | **SEAMLESSLY ACCESSIBLE WEB PORTAL** | Explore the ease of accessing your valuable data anytime, anywhere. The user-friendly web-based interface enables seamless navigation through a wealth of information, helping you swiftly find the precise details you need. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/realtime-wallboard-1.png) | ****REAL-TIME WALLBOARD DISPLAY**** | Explore call routing and monitoring with the real-time wallboard feature. Observe the call journey through an IVR, queue, agent, manager, and voicemail. Stay informed throughout the process. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/securely-stored-in-microsoft-sql.png) | **SECURELY STORED IN MICROSOFT SQL** | Be assured that your calls are securely stored in Microsoft SQL, ensuring seamless access to your historical call information for effortless retrieval when needed. |

# Prerequisites

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

1. 3CX Version V18
2. Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
3. [Microsoft Internet Information Server (IIS)](https://voiptools.com/docs/iis-features-and-configuration/) 7.0 or above
4. .Net 4.7.2 or above
5. Static IP for VoIPTools and 3CX servers

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You need a Static IP for both VoIPTools and 3CX servers to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> While installing SQL Server, ensure the following,
>
>
>
> - Uninstall the previous versions of SQL Management Studio manually before installing the new version.
> - *Install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png)**NOTE**:
>
>
>
> - When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

# Installation overview

| ![](https://voiptools.com/wp-content/uploads/2023/01/1-2.png) | **[DOWNLOAD SOFTWARE](https://voiptools.com/docs/monitor-v18/#5-toc-title)** | You can order 3CX Monitor online at [https://www.voiptools.com](https://voiptools.com/downloads/).  Your order confirmation email will include your license key and a link to download the software. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/2.png) | **[INSTALL PREREQUISITES](https://voiptools.com/docs/monitor-v18/#6-toc-title)** | There are a number of prerequisites that must be installed prior to installing the 3CX Monitor. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/3.png) | **[INSTALL 3CX MONITOR](https://voiptools.com/docs/monitor-v18/#7-toc-title)** | This User Guide contains step-by-step instructions to successfully install 3CX Monitor. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named **3CXMonitor.exe** |
| ![](https://voiptools.com/wp-content/uploads/2023/01/4.png) | [**REGISTER YOUR SOFTWARE**](https://voiptools.com/docs/monitor-v18/#11-toc-title) | You must register your license key to activate 3CX Monitor. 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 Monitor

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 Monitor application.
2. In the**Microsoft Defender SmartScreen**, click the**More Info** option.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Microsoft-Defender-More-info-3.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Microsoft-Defender-More-info-3.png)
***Figure 1: Microsoft Defender: More info***

1. Click the **Run Anyway** option to start the installation.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Windows-Defender-More-Info-screen.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Windows-Defender-More-Info-screen.png)
***Figure 2: Windows Defender - More Info screen***

## 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 ‘3CX Monitor’. 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.**

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Prerequisites-Setup-Wizard-3.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Prerequisites-Setup-Wizard-3.png)
***Figure 3: Prerequisites Setup Wizard***

1. 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.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Select-Prerequisites-to-Install.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Select-Prerequisites-to-Install.png)
***Figure 4: Select Prerequisites to Install***

The installer will download and install the selected applications.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Monitor-Prerequisites-Installation-in-Progress-1.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Monitor-Prerequisites-Installation-in-Progress-1.png)
***Figure 5: Prerequisites Installation in Progres***s

1. 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.

[![](https://voiptools.com/wp-content/uploads/2024/03/1.png)](https://voiptools.com/wp-content/uploads/2024/03/1.png)
***Figure 6: SQL Server Express: Accept License Terms***

1. 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.

[![](https://voiptools.com/wp-content/uploads/2024/03/2.png)](https://voiptools.com/wp-content/uploads/2024/03/2.png)
***Figure 7: SQL Server Express: Target Location***

SQL server installation is in progress. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2024/03/3.png)
Figure: SQL Server Installation In Progress

1. Click the **Close**button once the prerequisites are installed.

[![](https://voiptools.com/wp-content/uploads/2024/03/4.png)](https://voiptools.com/wp-content/uploads/2024/03/4.png)
***Figure 8: SQL Server Express: Installed Successfully***

Microsoft SQL Management Studio installation is in progress. This may take several minutes to complete.

[![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-OCM-SQL-Server-Management-Studio-Version-20.2.png)](https://voiptools.com/wp-content/uploads/2024/08/screenshot-OCM-SQL-Server-Management-Studio-Version-20.2.png)
***Figure 9: Microsoft SQL Server Management Studio: Installation in progress***

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

Figure 10: Reboot confirmation message

## Step 3: Start the installation process

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

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-3CX-Monitor-Setup-Wizard.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-3CX-Monitor-Setup-Wizard.png)
******Figure***11: 3CX Monitor Setup Wizard***

1. On the **Select Installation Folder** window, the **Folder** field displays the location where the ‘3CX Monitor’ will be installed. Note that you cannot change the path. Click **Next** to continue.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-nstallation-Folder-Location.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-nstallation-Folder-Location.png)
***Figure 12: Installation Folder Location***

## 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*880*1 in the **Relay Port** field.
3. Enter the *public key*you took from **VoIPTools Relay services**in the **Public Key**text area.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Configure-Relay-Services-3.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Configure-Relay-Services-3.png)
******Figure***13: Configure Relay Services***

1. Click the **Test Relay Settings**to confirm ‘3CX Monitor’ can communicate with the Relay services running on the 3CX server.
2. If the ‘3CX Monitor’ 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.
3. Click **Next** to continue with the installation.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Test-Relay-services-1.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Test-Relay-services-1.png)
******Figure***14:Test Relay services***

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **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 FQDN for the 3CX server.
> 3. Confirm that 3CX Monitor and the Relay are using the same port and protocol.

## Step 5: Configure the database

When configuring 3CX Monitor, select an existing Microsoft SQL Server instance in your environment.  The database server can be a **[remote SQL Server,](https://voiptools.com/docs/configure-sql-server-for-remote-access-over-internet/)** 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

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **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”.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-SQL-Authentication-1.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-SQL-Authentication-1.png)
***Figure 15: SQL Authentication***

1. To use SQL Authentication, be sure to *uncheck* the **Trusted Connection** checkbox.
2. In the** Username** and **Password** fields, enter valid SQL login account credentials
3. In the** Username** and **Password** fields, enter valid SQL login account credentials
4. 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 Monitor, select the existing database name from the list.
5. Click the **Test SQL Connection** button to confirm connectivity to SQL Server and then click **Next** to continue.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Test-SQL-Connection.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Test-SQL-Connection.png)
***Figure 16: Test SQL Connection***

## Step 6: Installing 3CX Monitor

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

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Install-3CX-Monitor.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Install-3CX-Monitor.png)
***Figure 17: Install 3CX Monitor***

The application installation progresses.

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Installation-of-3CX-Monitor-in-Progress.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Installation-of-3CX-Monitor-in-Progress.png)
***Figure 18: Installation of '3CX Monitor' in Progress***

1. Once the installation is complete, check the **Launch 3CX Monitor** check box and then click **Finish**. The **3CX Monitor** configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck **Launch 3CX Monitor** check box and then click **Finis**h
   [https://web.archive.org/web/20220814072527/https://www.voiptools.com/wp-content/uploads/M19.png](https://web.archive.org/web/20220814072527/https://www.voiptools.com/wp-content/uploads/M19.png)

[![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Installation-Complete-1.png)](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Auto-Logout-Installation-Complete-1.png)
***Figure 19: Installation Complete***

## Step 7: Register your Software

1. Click the**Monitor Desktop Icon** ![](https://voiptools.com/wp-content/uploads/2023/01/3cx-monitor.png)to open the**3CX Monitor Setup** screen.
2. On the **3CX Monitor Setup** configuration screen, and in the **License **tab, enter your registration information in all the fields (Note the red dot denotes a required field).
3. Click **Register** to register your software.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CXmonitorsetupregistration.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CXmonitorsetupregistration.png)
Figure 20: 3CX Monitor - Registration

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> The license key permits you to install the software on one computer. This is not free software.

---

# 3CX Monitor Setup

The configuration screen enables you to register software, configure ‘Recording Path’ for storing the recording files, configure ‘Default Time Zone’, start/ stop the ‘3CX Monitor’ service and connect to the 3CX Monitor web portal.

## Start/ Stop Service

1. At the footer of the **3CX Monitor Setup** configuration screen, click the **Start **button to start the ‘3CX Monitor’ service.
2. Click **Stop **to stop the service.

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-start-and-stop.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-start-and-stop.png)
Figure 21: Start/Stop the software

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You can monitor the status of ‘3CX Monitor’ service at the footer of the ‘Recordings’ screen. Typically, the status values are ‘Running’, ‘Stopped’ or ‘Unknown’.

## Recordings

The **Recordings **screen enables you to configure the ‘Recording Path’ for storing the recording files. From here, you can also start or stop the ‘3CX Monitor service.

### Configure Recording Path

1. On the **3CX Monitor Setup** configuration screen, and in the **Recordings **tab, under the **Recordings Locations** section, click **Get Settings** button if you want to configure the default path for recordings.
2. To set your own path, click the **Browse **button to browse the location of your choice for storing the recording files.
3. Click **Save **to save the path.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Montior-Recordings-tab.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Montior-Recordings-tab.png)
Figure 22: Configure Recording Path

### Windows Authentication

If the server where ‘3CX Monitor’ is installed and the 3CX server both participate in the same Active Directory (AD) domain, you can enter an AD domain account. However, if both servers are not participating in the same AD domain, you will need to provide credentials for a local Windows user that exists on the 3CX server.

#### Active Directory User:

1. Under the **Windows Authentication** section, if you check **Active Directory User** box, you will need to perform several tasks:
   1. Change the 3CX Monitor IIS Application Pool login user.
   2. Recycle the IIS Application Pool and Website.
   3. Change the 3CX Monitor Windows Service login user.
   4. Grant the user “Login as a service right”.
2. Restart the **3CX Monitor service**.

![](https://voiptools.com/wp-content/uploads/2023/01/Icon-Productmanuals-Fielddefinitions.png)

| **DOMAIN NAME** | Windows Domain Name |
| --- | --- |
| **USER NAME** | Windows Domain User Name |
| **PASSWORD** | Windows User Password |

#### Remote Local User

- If you check **Remote Local User** box, a ‘Net Use’ command connects to the remote shared folder using the supplied credentials of a local user that exists on the 3CX server.
- Unlike the “Active Directory User” option, this option will NOT make changes to the ‘3CX Monitor’ Windows service account or change the IIS application pool authentication.

![](https://voiptools.com/wp-content/uploads/2023/01/Icon-Productmanuals-Fielddefinitions.png)

| **DOMAIN NAME** | 3CX Server Name |
| --- | --- |
| **USER NAME** | 3CX Server-Local User Name |
| **PASSWORD** | 3CX Server-Local Password |

## Web Portal

From the **Web Portal** screen, you can configure the default time zone for the data to display in the entire application. From here, you can also connect to Web Portal by simply clicking on the **Web Portal** button.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Montior-web-portal-tab.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Montior-web-portal-tab.png)
Figure 23: Connect to Web Portal

## About

The **Check for Updates** button in the **About **tab enables you to easily download the latest version of 3CX Monitor. If a newer version of 3CX Monitor is available, the message will indicate that a newer version is available. Clicking the button will automatically download a .zip file of the latest version of the software. You can install the new version directly over the top of a previous version without the need to uninstall the previous version.

[![](https://voiptools.com/wp-content/uploads/2024/09/about-tab.png)](https://voiptools.com/docs/monitor-v18/about-tab-2/)
Figure 24: Check for Updates

---

# Web Portal

To access the ‘3CX Monitor’ 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 Monitor).

**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.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You can login to ‘3CX Monitor’ Web Portal only as an admin. To know how to setup an extension as a 3CX System Admin, [click here](https://www.voiptools.com/3cx-monitor-v18-user-guide/#InsSysAdm).

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-login-page-1024x451.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-login-page.png)
Figure 25: 3CX Monitor Web Portal Login

## Instructions to Setup an Extension as a 3CX System Admin

1. On the **3CX Management Console** in the left-side panel, select the **Users** menu.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-%E2%80%93-Extensions.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-–-Extensions.png)
Figure 26: Select Users

1. On the tab bar, click the **Rights** tab.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-%E2%80%93-Rights-Tab-1.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-–-Rights-Tab-1.png)
Figure 27: 3CX Management Console - Rights tab

1. In the Rights tab, do the following,
   - Check the **Allow access to 3CX Management Console** checkbox.
   - Under **System Management**, select the **System Administration**checkbox.

[![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-–-Select-Options-1024x445.png)](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Monitor-3CX-Management-Console-–-Select-Options.png)
Figure 28: 3CX Management Console - Select Options

## Settings

The Settings tab enables you to start or stop a service, configure delete policy settings and customize brand settings.

Hover over the mouse on the Settings tab to display the dropdown menu with the following menu options:

- [Monitor Settings](https://voiptools.com/docs/monitor-v18/#23-toc-title)
- [Site Settings](https://voiptools.com/docs/monitor-v18/#26-toc-title)

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-settings-menu-1024x176.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-settings-menu.png)
Figure 29: Settings Menu

### Monitor Settings

**Monitor Settings** enable you to[start/ stop service](https://voiptools.com/docs/monitor-v18/#24-toc-title) and [configure delete policy settings.](https://voiptools.com/docs/monitor-v18/#25-toc-title)

- Hover over the mouse on the **Settings **tab and select **Monitor Settings** to view **Service **and **Retention **tabs.

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-select-monitor-settings-menu-1024x176.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-select-monitor-settings-menu.png)
Figure 30: Monitor Settings

#### Service

**The Service** screen enables you to start or stop a service. Once you change the retention policy, you must stop and start the Windows service (3CX Monitor) on the Service tab.

- **Start/Stop:** A Windows Service (3CX Monitor) runs in the background monitoring for completed calls. You can monitor the status of this service here (Running, Stopped, Unknown)

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-service-screen-1024x640.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-service-screen.png)
Figure 31: 3CX Monitor - Service Settings

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> - Every time you change the retention policy, you must stop and start the Windows Service.
>
>
>
> | **Refresh** | *The ‘Refresh’ link will update the status if changes to the service status were made directly in the Windows Service Snap-in* |
> | --- | --- |
> | **Service Name** | *The name of the Windows Service that runs in the background monitoring for completed calls* |
>
>
>
> - *If the service status is “Unknown”, this is typically caused by the 3CX Monitor IIS Application Pool user having insufficient rights.*

#### Retention

**Retention **screen enables you to configure delete policy settings. 3CX Monitor logs several “events” for each call. A highly active PBX could generate a large number of transactions in the events table. To minimize the disk space utilized, and to keep queries running quickly, it is recommended that you minimize the size of the events tables. To automatically delete old transactions, you can configure how often records are deleted, and what records are deleted based on the creation date.

If you enable ‘Delete Retention Policy’, the records will be deleted based on the time zone of the server in which the relay is installed.

1. Hover over the mouse on Settings tab and from the dropdown menu, select Monitor Settings.
2. On the **Settings **menu, and in the **Retention** tab, under **Delete Policy**, check **Enable Delete Policy** check box if you want to enable the feature of automatically deleting old transactions.

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-monitor-screen-enable-delete-policy-1024x640.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-monitor-screen-enable-delete-policy.png)
Figure 32: 3CX Monitor - Retention Settings Menu

1. Under **Delete records older than:** and from the **Days**, **Hours**, **Minutes **and **Seconds** time boxes, configure the age of the records that should be deleted.
2. Under **Run Delete Policy every:** and from the **Days**, **Hours**, **Minutes **and **Seconds **time boxes, configure how frequently 3CX Monitor purges records that meet the specified age.
3. Click **Save** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to save the delete policy.

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-monitor-screen-delete-policy-settings-1024x640.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-monitor-screen-delete-policy-settings.png)
Figure 33: Configure Retention Policy

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> Once you change the retention policy, you must stop and start the Windows service (3CX Monitor) on the Service tab.

### 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’

**Custom Brand Settings**

1. Hover over the mouse on Settings tab and from the drop down menu, select **Site Settings**

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-settings-menu-1-1024x176.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-settings-menu-1.png)
Figure 34: Select site settings

1. Perform any of the desired customizations and click the **Apply**![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg)button to save your customizations.

### **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** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to Save the settings.

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-header-gradient.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-header-gradient.png)
Figure 35: Header Gradient Color

### **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**![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to save your settings.

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-grid-colour.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-grid-colour.png)
Figure 36: Grid Color Palette

### **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** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to save your changes.
- If your have uploaded the logo,
  1. Select the uploaded logo from the **Select Logo** dropdown list.
  2. Click **Apply** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg)  to save your changes.

[https://web.archive.org/web/20220814065022/https://www.voiptools.com/wp-content/uploads/2018/12/RMS33.png](https://web.archive.org/web/20220814065022/https://www.voiptools.com/wp-content/uploads/2018/12/RMS33.png)

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Customize-logo.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Customize-logo.png)
Figure 37: Custom Logo

### **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**![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to save the header title prefix.

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Header-prefix-1.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Header-prefix-1.png)
Figure 38: Custom Header Title Prefix

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

[![](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-final-display-1024x396.png)](https://voiptools.com/wp-content/uploads/2023/04/screenshot-monitor-final-display.png)
Figure 39: Display of Customized Brand Settings

## Events

**Events** tab displays all the events of a call. It records complete call progress from “dialing” to “disconnect”. The details help you to follow the path the call took, and see a complete list of attributes.[https://web.archive.org/web/20220814072527/https://www.voiptools.com/wp-content/uploads/2018/10/Mon-25.png](https://web.archive.org/web/20220814072527/https://www.voiptools.com/wp-content/uploads/2018/10/Mon-25.png)

[![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-events-tab-overview-1024x335.png)](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-events-tab-overview.png)
Figure 40: Events Tab - Overview

| **EVENT DATE** | Displays the date on which the event (call) has taken place. |
| --- | --- |
| **HISTORY**ID | Displays the unique ID of the history item. |
| **CALL ID** | The unique ID of the call and this call includes details of every call leg. |
| **CONNECT** | Displays the connection ID of the person in the call. For instance, if a first person initiates the call to the second person, the connect ID for the first person would be ‘1’ and that for the second person would be ‘2’. Now, if a third person is added to the call through a call transfer, say for instance, then the connect ID for the third person would be ‘3’. If a fourth person adds to the call again, then it would be ‘4’, and so on. |
| **DN** | It is the dialling number, which means the number from which the call is initiated. |
| **DIALED NUMBER** | It is the dialled number, which means the number to which the call is dialed. |
| **INTERNAL PARTY** | It is the calling party. |
| **EXTERNAL PARTY** | It is the **Called Party**. |
| **IN** | Indicates that it is an inbound call for the number displayed in the Dialing Number column in that specific call leg of the call. |
| **OUT** | Indicates that it is an outbound call for the number displayed in the Dialing Number column in that specific call leg of the call. |
| **LAST CHANGE** | The latest time at which the event of a call leg has changed. |
| **ON BEHALF OF** | Displays the number of the person on whose behalf a voicemail has been recorded. For instance, if the first person called the second person but if the call was left unanswered then, the call gets connected to the voicemail where the first person records the message on behalf of the second person. Hence, in this case, On Behalf Of column displays the number of the second person. |
| **ORIGINATED BY** | It displays the ‘Virtual Extension Number’ of the ‘Ring Group’ to which you have made an outbound call. |
| **REFERRED BY** | Displays Connection ID of the person that has transferred the call. |
| **STATUS** | Displays the present status of the call leg as ‘Dialing’, ‘Ringing’ or ‘Connected’. |
| **EVENT** | Displays the event of call leg record in the database as, ‘Insert’, ‘Update’ or ‘Delete’. |
| **RECORDING FILE** | Displays the name of the audio recorded (.wav) file. |
| **ATTACHED DATA** | Displays the connection information of the call. |

### Get Reports:

Follow the instructions to generate the reports in the Events tab for a desired range,

1. In the **Start Time** dropdown, select the starting date of your date range.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-1.-start-date-1024x396.png)
Figure 41: Start Time Dropdown

1. In the **End Time**dropdown, select the end date of your date range.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-2.-end-date-1024x396.png)
Figure 42: End Time Dropdown

1. In the **Display Time Zone** dropdown select the time zone in which you want to generate the report.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-3.-time-zone-1024x336.png)
Figure 43: Display Time Zone Dropdown

1. Click the **Report**button to generate the report.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-4.-get-repot-button-1024x335.png)
Figure 44: Report Button

The 3CX Monitor generates the report for the selected range,

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-5.-reports-generated-1-1024x705.png)
Figure 45: Reports Generated

### Group Columns:

This feature lets you group columns in reports, making it easier to organize and view related data together. This helps you quickly identify patterns and trends, improves data readability, and allows you to focus on the information that matters most, enhancing your overall efficiency.

1. Drag the desired column to the space above the column header to group the column.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-1.-columns-grouped-1024x512.png)
Figure 46: Columns Grouped

1. Click the **Expand**![](https://voiptools.com/wp-content/uploads/2023/01/right-arrow-gray.png)button to expand the columns.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-2.-columns-expanded-1-1024x588.png)
Figure 47: Columns Expanded

### Possible Calling Scenarios

In this section, you can take a look at how ‘3CX Monitor’ monitors the call progress of calls in various possible scenarios:

- Scenario 1: Call from Extension to IVR

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-EXTENSION-TO-ivr.png)
Figure 41: Call from Extension to IVR

- Scenario 2: Call from Extension to Outside Number

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-inbound-scenario.png)
Figure 42: Call fromExtension to Outside Number

- Scenario 3: Call from Extension to Extension

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-43.-Extension-to-Extension-1.png)
Figure 43: Call from Extension to Extension

- Scenario 4: Call from Extension to Extension, and then perform a call transfer

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-extension-to-extension-and-then-perform-a-call-transfer.png)
Figure 44: Call from Extension to Extension, and then perform a call transfer

- Scenario 5: Call from Extension to Ring Group

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-extension-to-ring-group.png)
Figure 45: Call from Extension to Ring Group

- Scenario 6: An Unanswered Call

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-46.-An-unanswered-call.png)
Figure 46: An Unanswered Call

- Scenario 7: Call from Outside Number to Extension

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-monitor-v18-42.-outbound-call-scenerio-1-1024x353.png)

# 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.

![](https://voiptools.com/wp-content/uploads/2023/05/24-hours-support-2.png)

## 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.

![](https://voiptools.com/wp-content/uploads/2023/05/windows-log-event.png)

## 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.

![](https://voiptools.com/wp-content/uploads/2023/05/forums.png)

## 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/**](https://voiptools.com/blog/)

![](https://voiptools.com/wp-content/uploads/2023/05/live-chat.png)

## 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.

![](https://voiptools.com/wp-content/uploads/2023/05/email-support.png)

## Efficient Email Support

To ensure a thorough understanding of your concerns, 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.

![](https://voiptools.com/wp-content/uploads/2023/05/phone-support.png)

## 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).

# Comprehensive support services:

![](https://voiptools.com/wp-content/uploads/2023/05/free-support.png)

## 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.

![](https://voiptools.com/wp-content/uploads/2023/05/paid-support.png)

## 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. 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 meet your 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!