Introduction #

Reception is web-based software that will revolutionize the way of managing calls for various organizations when received from their respective customers. The software is an easy to use tool that enables you to greet the customers of specific organization with a message as per the answer scripts specifically customized based on the timing of the call.

Benefits of Reception #

• Create various organizations.

• Set and associate each of the organizations with various contacts/ extensions and answer scripts.

• Add links to various files of type pdf, xls, xlsx, rtf and csv for each organization.

• Set answer scripts for various organizations based on the timing of the call.

• Transfer an ongoing call to one of the list of extensions to speak to concerned person, leave a voice mail or send an email with call details.

• Check the availability of contact before you perform any action on the active call.

Prerequisites #

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

1. 3CX Version V16 and V18

2. Windows 10 or above / Windows Server 2012 (64 bit) or above

3. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)

4. Microsoft Internet Information Server (IIS) 7.0 or above

5. .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

Installation #

	Download software You can order 3CX Reception on-line 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 3CX Reception. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	Install 3CX Reception This User Guide contains step-by-step instructions to successfully install 3CX Reception.  Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXReceptionInstaller.exe
	Register your License Key You must register your license key to activate 3CX Reception. 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 Reception Console #

You can find the software download link in the Order Confirmation Email, or you can find it in your order history on our website.

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 to 3CX Reception Console. 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, install all the required prerequisites identified by the installer, or select/ unselect the applications based on your requirements and click Next to continue.

The installer will download and install the selected applications. It may take several minutes to complete.

3. The Microsoft SQL Server License Terms page gets displayed if you install SQL Server Express. Click Accept to acknowledge the license terms and continue.

4. In the Media Location field, browse to change the location and click Install to begin the installation of SQL Server Express.

5. Click Close when you install the prerequisites.

6. Click Next when the installation is complete.

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

Step 3: Start the installation process #

1. Click Next on the 3CX Reception Console Wizard screen.

2. On the Select Installation Folder window, the Folder field displays the path where the 3CX Reception Console gets installed. You cannot change the location path.
3. Click Next to continue.

Step 4: Test Relay Settings #

1. On the 3CX Relay Services window in the Relay Host field, enter the IP address or FQDN of your 3CX server.
2. To maximize security, you must configure the Relay and 3CXReception Console to use HTTPS (TLS encryption). To use TLS security, set the Relay Port to 8801 and the Protocol to HTTPS.

3. Click Test Relay Settings to confirm that the ‘3CX Reception Console’ can communicate with the Relay services running on the 3CX server.

NOTE:

• You must set the Relay Port to 8800 and the Protocol to HTTP if your Relay cannot use TLS encryption.
• If the test was unsuccessful:
  • Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
  • Confirm that you have entered the correct IP address / FQDN for the 3CX server.
  • Confirm that the 3CX Reception Console and Relay use the same port and protocol.

4. Click OK in the Success message box.

4. Click Next to continue with the installation.

NOTE:

If the Relay test fails, you cannot continue the installation until you establish communication with the Relay.

Step 5: Configure the database #

When configuring 3CX Reception Console, 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 (https://www.voiptools.com/configure-sql-server-for-remote-access-over-internet/)) or a local instance running on the VolPTools server.

1. On the SQL Database window in the Server field, select the desired instance of SQL Server.
2. To use SQL Authentication, uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials.

NOTE:

• We recommend you 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, you must configure the SQL server to run in Mixed Mode. If you install SQL Server with our tools, we configure SQL in Mixed Mode.

4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.

NOTE:

In the Database field, the installer will automatically display the default database name. We encourage you to use the default name. To upgrade or reinstall 3CX Reception Console, select the current database name from the list.

6. Click the Test SQL Connection button to confirm connectivity to SQL Server. and click OK on the Test Results message box.

Step 6: Installing 3CX Reception Console #

1. Click Install in the Ready to Install window.

The application installation may take several minutes to complete.

2. Check the Launch 3CX Reception Console checkbox and click Finish when the installation is complete.

Reception configuration screen #

The Reception configuration screen enables you to register the software, start/ stop ‘3cx Reception Service’, check and download latest version of Reception, and configure Hub url.

Register Software(Licensing tab) #

Registration is required to authorize your software. 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.

1. On the Reception Configuration screen, in the Licensing tab, enter your registration information in all the required fields (Note the red dot denotes a required field).
2. Click Register

3. Click OK

NOTE:

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

4. Once the registration is complete and successful, at the footer of the Licensing page, click Start to start the ‘3CX Reception Service’.

Configure Hub URL (Settings tab) #

1. In the Settings tab, enter the Hub URL (in most cases the default value should work).

2. Click Save.

3. In the Settings Saved confirmation message box, click OK.

Check for Updates (About tab) #

The Check for Updates button in the About tab enables you to easily download the latest version of 3CX Reception. If a newer version of 3CX Reception 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.

Reception Console #

To access the ‘Reception Console’ (also known as ‘Web Portal’), click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (Reception Web).

Login to Reception Console
When connecting to the Reception Console, 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

Access 3CX Reception based on Security Role

1. As a ‘Manager’ or ‘Admin’, you can view the following tabs:

• Home
• Organizations
• Global Settings
• Reports
• About

2. As a ‘User’, you can view the following tabs:

• Home
• About

Home #

Home tab enables you to perform various actions on an active call like transfer the call to the desired contact, hold, transfer to voicemail or hang up the call.

When a call is active, you can perform actions as mentioned below:

1. The ‘3CX Reception’ automatically displays associated ‘Answer Script’ and ‘Notes’ based on the call timing.
2. Select the active call to view the associated organization and its contacts on the right hand side of the page.
3. The Contact list displays First Name, Last Name, Extension, Email and Status details.
4. The Status column displays the availability of the contacts.
   1. The 3CX Reception retrieves the status values from the 3CX Smart Phone. The default status values for valid extensions are:
      • Available
      • Away
      • Do Not Disturb
   2. Apart from the above default values, you can also create custom status values in 3CX smartphone.
   3. For invalid extensions (extensions that are not in 3CX), the status value will be displayed as, ‘Not a Valid Extension’.
   4. If the contact has a phone number instead of an extension, then the status value will be displayed as, ‘Not Available’.

Figure 19: Organization Associated to the Active Call

5. From the Contact list, select the desired contact to perform the desired call action.

Blind Transfer	transfer the current active call to the selected contact.
Transfer to Voicemail	send the voicemail to the selected contact
Hold	hold the current caller on the line.
Hang Up	to disconnect current active call.

6. To send mail about Call Notes to the desired contact, perform the following steps:

a). Select the contact from the contact list to which you want to send the email.

b). On the toolbar, click  Notes button to display Call Notes dialog box.

c). In the Call Notes dialog box, you can edit Best Time To Call field if desired.

d). Check Need Call Back check box if the customer desires a call back.

e). Check Urgent check box to set the priority level as high.

f). In the Notes field, enter the information about the call for reference.

g). Click Email to send the current Call Notes details as email to the selected contact.

7. To know if the desired contact is available for the day or not, select the contact from the contact list and click  Calendar button.

NOTE:
To view the calendar, the calendar visibility property should be set as ‘Public’

8. To view all the files associated to a specific organization, select the desired organization and click organization and click  Forms button.

9. To search for a specific organization whose ‘DID’ number starts with desired digits, enter the digits (minimum 1 digit) and click on  Search button.

Organizations #

Organizations tab enables you to create a new organization and add its respective data like Organization Name, Answer Scripts, Contacts details, Dialer IDs and Forms.

Create New Organization #

1. In the Organizations tab and under Organizations section, click  Add button beside Name column.

2. In the Name field, enter the name of the new organization that you want to add.

3. Click  Save Changes.

Delete Existing Organization #

1. In the Organizations tab and under Organizations section, click  Delete button beside the organization that you want to delete.

2. Click  Save Changes.

Add Data for Specific Organization #

a). General tab

General tab enables you to add basic data of the organization like organization name and its respective notes.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the General tab and in the Name field, enter the name of the Organization.

3. In the Notes field, enter the basic information about the organization.

4. Click Save.

Answer Scripts tab enables you to add script based on the set timings (‘Working Hours’ for instance). If a call is received at a timing that does not fall within the time range set for all the answer scripts then, the Default Script will be considered. Hence, you need not set timings for Default Script.

• Add New Answer Script

1. In the Answer Scripts tab, click  Add button beside Description column.

2. In the Description field, enter the description for the new Answer Script that you want to add.

3. In the Script field, enter the ‘Answer Script’ that you want to convey to the caller who calls during the timings set for the current answer script.

4. In the Active field, click till the check mark appears to activate the current Answer Script.

5. At the footer of the Answer Scripts page, click  Save Changes to save the data that you have just added.

 Set Time Range for Answer Script

1. Select the Answer Script for which you want to set the time range.

2. Click  Add button on the column header and from the Day drop down, select the desired week day for which you want to apply the current Answer Script.

3. From the Start time box, enter the start time range for the current Answer Script.

4. From the End time box, enter the end time range for the current Answer Script.

5. Click  Save Changes.

NOTE:

After selecting day, on your keyboard, hit ‘Tab’ key to enter start time and end time and save the values automatically.

c). Contacts tab

Contacts tab enables you to add new contacts for the desired organization.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the Contacts tab and on the column header, click  Add button to add new contact.

3. In the First and Last fields, enter the First Name and Last Name of the contact respectively.

4. In the Extension field, enter the extension number for the new contact.

5. In the Email field, enter valid email id for the new contact for communication.

6. At the footer of the Contacts page, click  Save Changes.

d). DID tab

DID tab enables you to add ‘Dialer ID’ (contact number) for the desired organization.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the DID tab and on the column header, click  Add button to add new Dialer ID.

3. In the Did field, enter the new dialer id for the selected organization.

4. At the footer of the DID page, click  Save Changes.

e). Forms tab

Forms tab enables you to add link to various files of type pdf, xls, xlsx, rtf and csv.

1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data.

2. In the Forms tab and on the column header, click  Add button to add new form.

3. In the Name field, enter the name for the new form that you want to add.

4. In the URL field, enter the url of the form.

5. At the footer of the Forms page, click  Save Changes.

Reports #

Reports tab enables you to view the complete call data based on the Report Start Time and Report End Time values. If you do not provide the Start and End Times, then the 3CX Reception displays complete call data since the product has been installed. You can export the data in various formats like CSV, XLS, XLSX and PDF.

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.

• Support Hours (USA and India)

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

• Windows Event Log (Applications and Services ? VoIPTools)

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.