Introduction #

3CX Monitor is a perfect diagnostic tool for monitoring call progress from “dialing” to “disconnect”. With this tool you can see all the events of a call. You can follow the path the call took, and see a complete list of attributes.

Why 3CX Monitor?

3CX Monitor was originally designed as a programmer’s tool for monitoring call progress from “dialing” to “disconnect”. We have found, however, that it’s also one of the great diagnostic tools for monitoring the legs of a call to troubleshoot call routing issues.

If you need to know how a call ended up at a particular extension, 3CX Monitor can help. If you need to know how long a call rang at each leg of the call, this is the best tool for the job. With this tool you can see all the legs of the call and all attributes of a call. It is great for CRM integration projects.

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Prerequisites #

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

1. 3CX Version V16 and V18
2. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
3. Microsoft Internet Information Server (IIS) 7.0 or above
4. .Net 4.7.2 or above

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

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Installation Overview #

1. Download software
   • You can order 3CX Monitor on-line at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
2. Install Prerequisites
   • There are a number of prerequisites that must be installed prior to installing 3CX Monitor. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
3. Install 3CX Monitor
   • This User Guide contains step-by-step instructions to successfully install 3CX Monitor.  Run the setup program named 3CXMonitorInstaller.exe and then follow the instructions as mentioned in the manual.
4. Register your License Key
   • 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.

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Step by Step Installation Procedure #

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

Step 1:  Download ‘3CX Monitor’ #

You can locate the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

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 install of the prerequisites needed to run ‘3CX Monitor’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

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

^{Figure 1: Prerequisites Setup Wizard}

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.

^{Figure 2: Select Prerequisites to Install}

The installer will download and install the selected applications.

^{Figure 3: Prerequisites Installation in Progress}

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.

^{Figure 4: SQL Server Express: Accept License Terms}

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

^{Figure 5: SQL Server Express: Target Location}

Once the prerequisites are installed successfully, click Close.

^{Figure 6: SQL Server Express: Installed Successfully}

The installation is in progress and may take several minutes to complete.

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 Monitor Setup Wizard appears. Click Next to Continue.
   
   ^{Figure 8: 3CX Monitor Setup Wizard}
2. 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.
   
   ^{Figure 9: Installation Folder Location}
3. Click Next to continue.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the IP address or 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.

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.

Click Next to continue with the installation.

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 IP address / 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 (How-to configure SQL Server to permit remote connections), or a local instance running on the VoIPTools server.

• 1. On the SQL Database window, in the Server field, select the desired instance of SQL Server

Note: We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

• 2. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.

• 3. In the Username and Password fields, enter valid SQL login account credentials

• 4. In the Username and Password fields, enter valid SQL login account credentials
• 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 Monitor, select the existing database name from the list.
• 6. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX Monitor #

1. In the Ready to Install window, click Install to start the installation of the ‘3CX Monitor’.
   
   ^{Figure 15: Install 3CX Monitor}
2. The application installation progresses.
   
   ^{Figure 16: Installation of ‘3CX Monitor’ in Progress}
3. Once the installation is complete, check 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 Finish
   
   ^{Figure 17: Installation Complete}

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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 Start button to start the ‘3CX Monitor’ service.
2. Click Stop to stop the service.

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’.

Register Software #

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.

1. 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).
2. Click Register.

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

Recordings #

The Recordings screen enables you to configure ‘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 Recordings Locations section, click Get Settings button if you want to configure the default path for recordings.
2. To set your own path, click Browse button to browse the location of your choice for storing the recording files.
3. Click Save to save the 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:
  Under Windows Authentication section, if you check Active Directory User box, you will need to perform several tasks:
  • Change the 3CX Monitor IIS Application Pool login user.
  • Recycle the IIS Application Pool and Website.
  • Change the 3CX Monitor Windows Service login user.
  • Grant the user “Login as a service right”.
• Restart the 3CX Monitor service.
  

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.
    

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.

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.

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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.

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.

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.
   
   ^{Figure 24: 3CX Management Console – Extensions}
2. On the tab bar, click Rights tab.
   
   ^{Figure 25: 3CX Management Console – Rights Tab}
3. In the Rights tab, do the following,
   • Check the Allow access to 3CX Management Console checkbox.
   • Under System Management, select the System Administration checkbox.

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
• Site Settings

Monitor Settings #

Monitor Settings enable you to start/ stop a service and configure delete policy settings.

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

Service #

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)

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.

Note: 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.

Configure Delete Retention Policy

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.
3. 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.
4. 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.
5. Click Save to save the delete policy.

6. Click OK in the Saved confirmation box.

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
   
   ^{Figure 33: Select ‘Site Settings’}
2. In the Custom Branding Settings form, perform the following Brand Setting Customizations:
   • Customize Application Title Header – Gradient Color
     • Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.
       
       ^{Figure 34: Header Gradient Color}
     • From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top Color.
   • Customize Grid Color
     • From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.
       
       ^{Figure 35: Grid Color Palette}
     • The final display after applying ‘Grid Color’ branding settings:
       
       ^{Figure 36: Display of Customized Grid Color}
   • Customize Logo
     • If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo drop down list.
     • From the Custom Logo drop down list, select the logo that you have just uploaded.
       
       ^{Figure 37: Custom Logo}
   • Customize ‘Header Title Prefix’ Text
     • In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.
       
       ^{Figure 38: Custom Header Title Prefix}
3. Once you perform desired customizations, click Apply.

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.

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 dialing number, which means the number from which the call is initiated.
DIALED NUMBER	It is the dialed 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.

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

• Scenario 2: Call from Extension to Outside Number

• Scenario 3: Call from Extension to Extension

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

• Scenario 5: Call from Extension to Ring Group

• Scenario 6: An Unanswered Call

• Scenario 7: Call from Outside Number to Extension

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Support #

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

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

Windows Event Log (Applications and Services) #

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

Forums #

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

Submit a Bug #

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

Live Chat #

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

Email #

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

Phone #

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

Support Services #

• Free Support:
  • If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.
  • VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.
• Paid Support:
  • If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.