Introduction #

3CX Recording Manager is the ultimate solution for efficient disk space management. You can archive your 3CX phone conversation recordings as MP3 files to a designated location, reducing storage requirements significantly compared to WAV files. Enjoy automated compression for optimal storage efficiency and secure backup in an alternate location. Our retention policy automatically deletes old recordings beyond a specified date, streamlining your storage management process.

Discover the Power of Recording Manager! #

3CX Recording Manager is an incredible plugin designed specifically for your 3CX/PBX system. You can effortlessly handle and organize call recordings through a user-friendly web portal and take advantage of ad-hoc recording for individual calls, monitor specific extensions, or record all calls within your phone system.

Why choose Recording Manager? #

Discover the Convenience of 3CX Recording Manager!

	SIMPLIFIED EXPERIENCE	Simplify Your Recording Experience: With 3CX Recording Manager, experience a simplified and effortless recording journey. Easily navigate through your recordings, locate specific ones, and organize them with ease.
	EASY ORGANIZATION	Effortlessly Locate, Listen, and Organize Recordings: With 3CX Recording Manager, effortlessly locate, listen to, and organize your recordings. Find the exact recording you need in no time, making your workflow efficient and hassle-free.
	HASSLE-FREE INSTALLATION	Enjoy a simplified installation and update process with 3CX Recording Manager. Setting up the system and keeping it up to date is made easy, saving you time and effort.
	BROWSER COMPATABILITY	Benefit from seamless compatibility with popular browsers such as Internet Explorer, Google Chrome, Firefox, and Safari. Access your recordings with any of these browsers without any compatibility issues.
	CONVENIENT ACCESS	Access your recordings conveniently from your PC, MAC, or smartphone. Whether you’re in the office, at home, or on the go, you can easily access and manage your recordings without limitations.
	SERVER SPACE OPTIMIZATION	Remove outdated recordings effortlessly to free up valuable server space. Keep your recording storage optimized and avoid unnecessary clutter.
	BROWSER COMPATIBILITY	Effortlessly manage recorded extensions through the user-friendly web portal. Easily assign, modify, or remove extensions, making extension management a breeze.
	STREAMLINED ADMINISTRATION	Streamline your administration tasks with the integrated 3CX Login Database. Manage user access and permissions efficiently, ensuring a smooth and secure recording management process.
	UTILIZE FREE MICROSOFT TOOLS	Enjoy a seamless purchasing experience with 3CX Recording Manager. Take advantage of free tools from Microsoft to facilitate your purchase, making it quick, convenient, and cost-effective.

How to Use Recording Manager? #

To make the most of 3CX Recording Manager’s powerful features, you must understand the straightforward yet essential steps for its setup and usage. This user-friendly software only needs to be installed once, guaranteeing convenient access to its extensive recording capabilities.

3CX Recording Manager as a Remote Server Support #

To efficiently set up 3CX Recording Manager, you have two installation options: directly on the 3CX server or on a remote server. If you choose the latter, install the 3CX Relay Agent on the 3CX Server. Additionally, you can distribute the installation of the Windows service, SQL Server, and web portal across separate servers for optimal performance.

Prerequisites #

You must ensure that your computer satisfies the minimum requirements specified below to install 3CX Recording Manager before you begin with the installation steps mentioned in this guide,

NOTE:

• When you install SQL Server, we recommend that you install it in ‘Mixed Mode’ to include SQL Authentication and install SQL Management Studio.
• When you install IIS, make sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X.
• Installing on a Domain Controller is feasible but will necessitate VoIPTools technical assistance, which costs $115 per hour

Installation overview #

	DOWNLOAD SOFTWARE	You can order 3CX Recording Manager online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	INSTALL PREREQUISITES	You must install several prerequisites before installing the 3CX Recording Manager. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
	INSTALL 3CX RECORDING MANAGER	This User Guide contains step-by-step instructions to successfully install 3CX Recording Manager. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named RecordingManagerInstaller.exe
	CONFIGURE DESKTOP APPLICATION	The 3CX Recording Manager Configuration application lets you configure the recording path, archive path, email server settings, and time zone, import existing records, set retention policy, and connect to the web portal.

Step-by-step Installation Procedure #

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

Step 1: Download Software #

Find the software download link in the Order Confirmation Email, or you can download the application by following the procedure,

1. Open your browser and go to the VoIPTools official website or click here to get redirected to the website.
2. Search for the Emergency Notifier Application and click the Download button to download your application.

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 Recording Manager’. 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.

2. In the Prerequisites window, the installer will identify the missing prerequisites. You must install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.

The installer will download and install the selected applications.

3. In the Microsoft SQL Server License Terms click the Accept button to acknowledge the license terms and continue.
   • This page appears if you do not have SQL Server Express preinstalled in your device.

4. View the SQL Server Media target location in the Media Location field. If required, you can click the Browse button to change the location. Click Install to begin the installation of SQL Server Express.

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

5. Click the Close button once the prerequisites are installed.

6. 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 Recording Manager Setup Wizard appears. Click Next to Continue.

2. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Recording Manager’ 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 Recording Manager’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Recording Manager’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. Click Next to continue with the installation.

NOTE:

If the test fails, you will not be able to continue until communication with the relay is established. 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 Recording Manager and the Relay are using the same port and protocol.

Step 5: Configure the database #

When configuring the 3CX Recording Manager, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server, or a local instance running on the VoIPTools server.

You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.

SQL Authentication #

1. Enter your server name in the Server field.
   •  If using the free SQL Express Edition, the default SQL Instance name is SQLExpress.

NOTE:

• If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
• If SQL Server is installed on a server other than the server where 3CX Exporter is installed, you will need to configure SQL Server to allow remote connections.

2. Enter your credentials in the Username and Password fields.

NOTE:

Make sure that you select a SQL Login that has sufficient permissions to alter the database and create SQL objects.

3. Select or enter the 3CX Emergency Notifier in the Database dropdown.

4. In the Test SQL Connections section, click the Tool button to test the connection and click OK in the Test Results popup box.

Windows Integrated Authentication #

1. To use Windows Integrated Authentication check the Trusted Connection (Windows integrated authentication) checkbox.
   •  The VoIPTools installer will create a local Windows user name as “VoIPToys” and give you sufficient rights to this user to create/update the SQL database.
2. In the Test SQL Connection section, click the Tool button to test the connection.
3. Click the Next button which gets enabled when the database connection is successful.

NOTE:

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

Step 6: Installing 3CX Recording Manager #

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

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

2. Once the installation is complete, check Launch 3CX Recording Manager check box and then click Finish. The 3CX Recording Manager configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Recording Manager check box and then click Finish.

Step 7: Login to Web Portal #

When connecting to the web portal, you will be asked to provide login credentials.

1. Double-click the 3CX Recording Manager Shortcut icon in your desktop to open the web application.
2. In the Extension field, enter your 3CX extension number.
3. In the PIN field, enter your web client password.
4. Click the Login button to login to your account.

Getting Started with the Web Application #

Overview #

This section helps you to understand the user interface of 3CX Recording Manager.

	Left Side Panel Adjust	Lets you view the left side panel in expanded view or in a compact view
	Brand Logo	You can replace the default logo with your company logo in the Site Settings.
	Title Header Prefix	You can replace the default header prefix with your company header prefix in the Site Settings.
	Left Side Panel Menus	Lets you access Recording Manager menu options.
	Logout Button	Logs you out of the web application.
	Reload Button	Reloads the web application. You must reload the application after making any changes in the Settings menu.
	Support Resources Button	Opens the Support Resources screen.

Left Side Panel #

Viewing Options #

The Left Side Panel consists of all the menus of the web application. You can minimize the Left Side Panel to enlarge your main content.

Menu Options #

	Recordings Menu	It lets you manage recorded files by identifying tampered recordings, updating scores, adding notes, playing, downloading, and exporting audio.
	Import Menu	It lets you import existing 3CX recordings into the Recording Manager, manage archives, and ensure accurate date and time information.
	Recording Options Menu	It lets you select the extensions for which you want to automate call recording for both incoming and outgoing calls.
	Log Entries Menu	it lets you view the login and logout events of all the sessions along with date and time that is according to the time zone set in Recordings menu.
	License Menu	It lets you import and manage your 3CX and VoIPTools license keys, ensuring proper registration and displaying relevant license details.
	Settings Menu	It lets you manage retention policies, email settings, secret digits, AI configurations, recording movers, and customize site settings efficiently.

Settings Menu #

The Settings Menu provides a comprehensive interface for configuring various aspects of 3CX Recording Manager. It allows users to manage retention policies, email notifications, secret digits, AI integrations, and recording movers, while also offering customization options for the web portal. These settings enhance functionality, optimize performance, and improve user control.

Retention Tab #

The Retention tab manages disk space by automatically deleting old recordings or converting them to MP3. It allows configuring deletion policies, archiving options, and retention settings for recordings, including specifying deletion times and paths. It also controls whether deleted recordings’ database entries should be retained and supports only recording inbound external calls for selective retention.

In short, you conserve disk space, automate recording management, and streamline compliance with customizable deletion policies.

Delete Policy #

This section contains various checkboxes that let you control the deletion policy of 3CX Recording Manager.

CHECKBOX	PURPOSE
Delete Recording After Sending Email	When you choose this option, 3CX Recording Manager deletes the recording after sending it as an attachment via email. NOTE: When you select this option, exercise caution. There is no guarantee that spam filters will not block the email or that the receiving mail server will not exceed the maximum attachment size permitted.
Delete Recordings Older Than	Select this option if you desire the 3CX Recording Manager to autonomously remove recordings that surpass a designated number of days. 1. Enter the number of days in the Days field. 2. Set the desired deletion time in the Delete At field. NOTE: The system compares the current date with the date of recording creation and deletes all recordings that are older than the selected number of days. This setting applies to all recordings created by any extension. The system deletes recordings once a day at the specified time, except for recordings deleted after email, which are immediately removed. If you choose to archive recordings, the archived version of the recordings will not be deleted.
Remove Recording From SQL Based On Delete Policy	This setting allows you to control whether database records for deleted recordings should be deleted from SQL. When the records are deleted from SQL, all historical information for the recording will be removed from the web portal.
Record Only Inbound External Calls	When you select this option, 3CX Recording Manager records only inbound external calls.

Archive Policy #

This section contains various options that let you control the archive policy of 3CX Recording Manager.

STEP NUMBER	TASK DONE	OUTCOME
1	Select the Archive checkbox	To make a compressed (MP3) copy of all recordings and archive them to another location
2	Select the Archive and Delete checkbox	The Recording Manager will perform the following actions: – Copy the recording files from the recording path to the archive path. – Delete the copied files from the recording path.
3	Select the Delete Archives Older Than box	Delete the recording files according to the scheduled time period. 1. In the Days field, enter the number of days. 2. In the Delete At field, enter the time you want to delete the archives. NOTE: 3CX Recording Manager by default runs with the credentials of a local user (VoIPTools). If you choose to save archives on a different server, will need to adjust permissions on the archive folder, or change the credentials used by 3CX Recording Manager’s Windows service and IIS application pool.
5	Enter the path location in the Archive Path field	Enter the path location where archived recordings gets saved.

NOTE:

• If the Archive Policy is not enabled, then the Recording Manager saves the records that reached the Delete recordings older than time, to the Default Archive Path.

• If the Archive Policy is enabled, then Recording Manager saves the records that reached the Delete recordings older than time to the Archive Path that you set in Archive Policy.

Email Tab #

The Email tab configures automatic emailing of recordings. Options include emailing the recording to the initiator, an alternate address, or both. It supports SMTP configuration with authentication, MP3 conversion, and size reduction of recordings. Additional features include secure email sending, new recording notes, and the ability to test email settings for optimal performance. Thus, you can efficiently distribute recordings to relevant team members, ensuring important calls are accessible and securely stored.

You have three options to choose from,

• Email Recordings to Recording Owner
• Email Recordings to the Recording Owner and an Alternate Email
• Exclude Recordings from Email Notifications

NOTE:

Due to potentially large size of the recording files, 3CX Recording Manager initially creates a duplicate of each recording and then converts it to the .MP3 format before sending it via email. The .MP3 version of the recording is typically about one-seventh the size of the original file. However, this conversion process does result in a slight decrease in audio quality. Nevertheless, unless the recording has been deleted according to the retention policy, by the owner, or by an administrator, the original recording remains accessible for listening or downloading through the web portal.

Field Definitions #

Ways of sending an email notification #

There are 3 ways in which you can configure 3CX Recording Manager to send email notifications.

Case 1: Email Recordings to Recording Owner #

1. On the Email tab, in the Mail Server section, select the Email Extension checkbox.
2. In the Email Server field, enter the IP address or Fully Qualified Domain Name (FQDN) of your email server.
   • Examples: smtp.office365.com or 192.168.1.20.
3. In the Port field, enter the port number.
   • The default value is 25.
   • For Gmail/ Google Apps, use port 587.
4. In the Email From field, enter the sender’s email address.
   • Your SMTP server may require a valid email address.
   • For example, you can use the mail@voiptools.com format.
5. In the Email Subject field, enter the subject of your email.
6. You can check the Email New Recording Notes box to automatically send emails to the recording owner and the owner’s manager whenever a new note is added and Email AI Analysis checkbox to send the AI generated agent feedback and agent scores.
7. Refer to the Field Definition for Requires Authentication checkbox and Requires SSL checkbox and click the Test button.

Ways of sending an email notification #

There are 3 ways in which you can configure 3CX Recording Manager to send email notifications.

Case 1: Email Recordings to Recording Owner #

1. On the Email tab, in the Mail Server section, select the Email Extension checkbox.
2. In the Email Server field, enter the IP address or Fully Qualified Domain Name (FQDN) of your email server.
   • Examples: smtp.office365.com or 192.168.1.20.
3. In the Port field, enter the port number.
   • The default value is 25.
   • For Gmail/ Google Apps, use port 587.
4. In the Email From field, enter the sender’s email address.
   • Your SMTP server may require a valid email address.
   • For example, you can use the mail@voiptools.com format.
5. In the Email Subject field, enter the subject of your email.
6. You can check the Email New Recording Notes box to automatically send emails to the recording owner and the owner’s manager whenever a new note is added and Email AI Analysis checkbox to send the AI generated agent feedback and agent scores.
7. Refer to the Field Definition for Requires Authentication checkbox and Requires SSL checkbox and click the Test button.

Case 2: Email Recordings to the Recording Owner and an Alternate Email #

1. On the Email tab, in the Mail Server section, select the Email Extension checkbox.
2. In the Email Server field, enter the IP address or Fully Qualified Domain Name (FQDN) of your email server.
   • Examples: smtp.office365.com or 192.168.1.20.
3. In the Port field, enter the port number.
   • The default value is 25.
   • For Gmail/ Google Apps, use port 587.
4. In the Email From field, enter the sender’s email address.
   • Your SMTP server may require a valid email address.
   • For example, you can use the mail@voiptools.com format.
5. In the Email Subject field, enter the email subject.
6. Select the Email Send to Alternative checkbox.
7. In the Alt. Email field, enter an alternative email address.
8. You can check the Email New Recording Notes box to automatically send emails to the recording owner and the owner’s manager whenever a new note is added and Email AI Analysis checkbox to send the AI generated agent feedback and agent scores.
9. Refer to the Field Definition for Requires Authentication checkbox and Requires SSL checkbox and click the Test button.

Case 3: Exclude Recordings from Email Notifications #

• On the Email screen, in the Mail Server section, unselect the Email Extension checkbox.

Recording Access Permissions Tab #

The Recording Access Permissions tab allows you to manage access to call recordings based on departmental roles. You can assign “Manager” or “User” roles per department, enabling customized permissions for accessing recordings. This ensures secure, role-specific access, where managers oversee departmental recordings and users access only their own.

This section guides you to add extensions to manager list.

Before you start: Make sure you have logged with Manager credentials and have navigated to the Recording Access Permissions tab in the Settings menu.

1. Select the desired department in the Select Department dropdown.

2. You can select the Include Non-Department Users box to display the users of other departments.

3. Select the extensions from the Recording Managers list.

Results: The selected extensions are moved to the manager list.

Secret Digits Tab #

The Secret Digits tab lets you manage secret digits used by call centers to restrict outbound calling. It hides these digits in displayed numbers and recording file names to maintain call security and prevent agents from bypassing outbound calling restrictions. This ensures calls follow predefined outbound rules and secret digits are concealed effectively in recordings.

If you set your secret digit as 321, the following will happen,

Overall, setting a secret digit like 321 adds an extra layer of security and control over how outbound calls are made within your organization.

Web Portal Tab #

The Web Portal tab provides you with centralized control over how recordings and system settings are displayed and managed within the web portal. It lets you do customization and setting preferences for the portal’s functionality and accessibility, ensuring streamlined management of recordings and system configurations via an intuitive interface.

Configure Web Portal Rights #

This section lets you determine web portal access for various users.

There are four different ways to grant web portal rights to users,

Configure Web Portal Settings #

Within the Portal screen, you can customize the following settings:

• Choose the desired time zone for the Web Application.
• Select the language and culture for your web application.
• Determine the preferred authentication method for accessing your web portal.

Follow the procedure to configure your web application,

1. In the Default Time Zone list, select your time zone.

2. In the Display Culture list, select your language and culture.

3. In the Authentication section, select the password type you want to use to log in to the web application.

You can now see the authentication changed in the Login page.

Open AI Tab #

The Open AI tab automates transcription and agent scoring using AI. It integrates OpenAI to analyze and summarize recordings or assess agent performance based on predefined prompts. It provides settings for managing AI-generated insights, API configurations, and the customization of question prompts for effective evaluation of agent interactions. Thus, you gain valuable insights with AI-driven transcription, automatically assessing agent performance and summarizing call content.

The Open AI tab consists of three sections

AI Configuration Section #

The AI Configuration section empowers you to leverage OpenAI’s capabilities for automatic recording analysis and agent scoring. By streamlining these processes, you enhance the efficiency of performance evaluations, enabling you to gain actionable insights quickly. This ultimately leads to improved agent performance and higher customer satisfaction.

Connecting the Open AI API #

This section guides you to connect the Open AI API with the Recording Manager.

1. Enter the base URL used to access OpenAI’s API in the OpenAI API Base Adress field.
2. Enter your API key is used for authentication OpenAI’s API in the OpenAI API Key field.

3. Click the Test button to test your connection with Open AI. Success Info popup appears if you have connected with the Open AI’s API.

Agent Scoring Questions / AI Prompts #

In the Agent Scoring Questions and AI Prompts section, you can manage the specific questions and prompts that guide the AI’s analysis. By tailoring these to your business needs, you ensure a focused evaluation of agent performance. This customization fosters better training opportunities and enhances overall service quality.

Add New AI Question and Prompt #

This section guides you on how to add an AI question and an AI prompt. Before proceeding further make sure that you have a successful connection with the Open AI API. Refer the “Connecting the Open API” section to learn how to connect the Open AI’s API.

1. In the Agent Scoring Questions / AI Prompts section click the New button.

2. In the Question columns, enter the text of the question to be analyzed.
3. In the AI Prompt Text column, enter the AI prompt that guides how the question is analyzed by OpenAI.

4. Select the Enabled checkbox to include the question during the analysis.

5. Select the AI Score box to indicate if the AI scoring feature is enabled for the question.

6. Click the Save button to save your question and the AI prompt.

Delete an AI Question and Prompt #

You can click the Delete button to remove the question and the AI prompt created.

NOTE:

When you click the Delete button, the application does not show any confirmation popups.

Open AI Prompt Settings #

The Open AI Prompt Settings section allows you to create and manage prompts that direct the AI in analyzing phone call transcriptions. By defining clear prompts, you ensure that important insights, such as summaries and performance evaluations, are extracted efficiently. This leads to informed decision-making and continuous improvement in business operations.

The following is the list of default prompts available,

Configure the AI Prompts #

This section guides you on how to add an AI prompt. Before proceeding further make sure that you have a successful connection with the Open AI API. Refer the “Connecting the Open API” section to learn how to connect the Open AI’s API.

1. In the Open AI Prompt Settings section click the New button.

2. Enter a name for your prompt in the Prompt Name field.
3. Enter an AI prompt in the AI Prompt Text field.

4. You may select an icon for your prompt in the Prompt Icon dropdown.

5. Select the Active checkbox to activate the prompt.

6. Click the Save button to save your prompt text.

The AI prompt gets updated in the Recording Details screen under the Recordings menu,

Upload a Prompt Icon #

Follow the procedure to upload an icon to the Prompt Icon dropdown,

1. In the Open AI Prompt Settings section, click the Browse button.

2. In the File Upload window, double-click the icon or select the icon and click the Open button to upload.

You can view the icon that you uploaded.

Recording Mover Settings Tab #

The Recording Mover Settings tab lets automatic moving of recordings from one server to another, including generating CSV files with call data. It supports scheduling daily exports, selecting specific queues or groups, and defining destination server details like URL, port, and path. SSL options for secure transfer and user authentication settings are also available. Thus, you can automate recording transfers between servers, improving data organization and storage efficiency across multiple locations.

1. In the Recording Mover tab, check the Move Recordings checkbox to enable and configure Recording Mover settings. 

2. In the Queues section, check all the desired queues whose recordings you want to move to the configured server.

3. In the Groups section, check all the desired groups whose recordings you want to move to the configured server.

4. In the Server section:
   1. In the URL field, enter the server URL to which you want to move the configured recording files.
   2. In the Port field, enter the server port number.
   3. In the Username and Password fields, enter valid server login credentials.
   4. Check the SSL checkbox if the server requires a secure connection.
   5. Enter the FTP folder path in the Path field to which the Recordings get exported.

NOTE:

You must type a slash “/” at the end of the FTP folder path. Without the “/” the Recording Mover cannot export the recordings.

5. You can either export the recordings live or you can schedule the export.

Follow the procedure to export the recordings live,

• Select the Live radio box.

Follow the procedure to export the recordings at a scheduled time,

1. Select the Daily radio box.
2. In the Export At field set the time of export.

6. In the Calls sub-section, select the type of calls to import.

Site Settings Tab #

The Site Settings tab lets you customize the visual appearance of the site by configuring the header title, logo, header gradient colors, and grid color. You can upload logos and apply custom colors for branding or aesthetic preferences. Options include resetting to default settings or applying changes to ensure a consistent and appealing user interface. Thus, you can tailor the platform’s design to match your company’s branding, ensuring a professional and cohesive look.

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

• Customize the gradient color of the ‘Application Header’
• Customize grid color in screens that display grid data
• Customize logo on the ‘Application Header’
• Customize ‘Header Title Prefix’ on the ‘Application Header’

Follow the procedure to customize your site,

1. In the Left Side Panel click the Settings menu.
2. Click to expand the Site Settings tab.
3. Perform any of the following customizations and click the Apply button to save your settings.

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 the Apply button to save the header title prefix.

Customize Logo #

1. In the Custom Logo section, click the Browse button to choose a logo from your device.

2. Select the uploaded logo from the Select Logo dropdown list.
3. Click the Apply  button to save your changes.

Customize Application Title Header – Gradient Color #

1. In the Header Colour section Select the top paint from the Top Colour color palette. 

2. Select the bottom paint from the Bottom Colour color palette.
3. Click the Apply  button 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 the Apply button to save your settings.

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

Recordings Menu #

The Recordings menu allows you to manage and analyze call recordings efficiently. You can play, download, email, and export recordings in various formats. Add or edit notes, update call scores, and configure the display time zone for tracking. This feature improves performance reviews and ensures easy call documentation for your business.

Field Definitions #

Configure Display Time Zone #

1. In the left side panel, click to open the Recordings menu.
2. From the Display Time Zone drop-down, select the time zone in which you want the ‘Recordings’ screen to display ‘Date’ and ‘Time’.

Recording Details Screen #

• Click the Recording Details button open the Recording Details screen.

The following image gives you an overview of the Recording Details screen.

Play the Recording #

1. In the Recording Details screen, click the Recording button or the Archive Button.

You can play the recording file using the built in audio player.

Download Recordings #

1. In the Recording Details screen, click the Recording button.
2. Click the Download Recording button.

You get a Success popup indicating the download path,

Email Recordings #

1. In the Recording Details screen, click the Recording button.
2. Click the Email Recording button.

3. Enter the mail details in the Email Recordings popup and click the Send button.

Add Notes to Recordings #

1. Click to open the Notes section in the left side panel.

2. Click the Add button to add your notes.

3. Enter the recording notes in the Notes Data field and click the Save button.

Notes are recorded with the date and time for easy tracking,

Edit Existing Notes: #

1. Click to open the Notes section in the left side panel.
2. Click the Edit button to edit the existing note.

3. Enter the recording notes in the Notes Date field and click the Save button.

Add or Update Recording Score: #

1. Click to open the Score section in the left side panel.

2. You can add a score by either of the following methods,

• Click the AI Score button to generate scores using Open AI

The AI generates scores based on the transcription and also provides you with the reason for the agent score.

1. Enter the reason for the score in the Scoring Reason field.
2. Enter a valid score (0 to 10) in the Score field.

The score gets updated in the Recordings menu screen as a graphical bar

Transcribe Recordings #

The Transcription section lets you to transcribe the recordings using AI. You can navigate the to the AI Auto Analyze Recording section earlier in this manual to learn to configure the AI to automatically transcribe all the recordings.

The following procedure guides you to manually transcribe your recordings,

1. In the Recording Details screen, click to open the Transcription section.

2. Click the Analyze button to start the transcription.

The AI might take few seconds to few minutes to complete the transcription depending on the recording length. The following image displays a transcription generated by AI,

Export Recordings: #

The Recording screen lets you export the recordings in various formats like PDF, CSV, RTF and XLS to your local machine.

Import Menu #

The Import menu in 3CX Recording Manager lets you add existing recordings to the portal for centralized access and management. This feature is essential for maintaining organized records of past calls. It provides options to archive recordings and adjust file paths, ensuring efficient data retention and access management.

With advanced settings, you can control how the recording date and time are obtained, offering flexibility in handling both older and newer 3CX versions. This helps ensure accurate record-keeping, even when dealing with time discrepancies.

Quick Import of Recordings #

The Quick Import of Recordings lets you for a faster, simplified process to import recordings.

NOTE:

Before importing recordings into 3CX Recording Manager, you must do the following

• Configure the location (path) of the recording files in 3CX
• Set the archive location under the Retention tab of the Recording Manager.
• Ensure that Microsoft SQL Server is installed and properly set up, as it stores the recording information.

1. In the Left Side Panel, click to open the Import menu.
2. Click the Import button to make a quick import of your recordings.

Import With Restrictions #

The purpose of the advanced import restrictions is to allow users to filter recordings for import based on specific criteria such as extension ranges, dates, or the embedded recording date in the file name. This ensures selective and efficient import of relevant recordings.

Follow the procedure to import your recordings with restrictions,

1. In the Import menu click the Advanced Settings option.

2. You can restrict in either of the following methods,

You can restrict an extension range,

1. In the Start field, enter the start of the extension range.
2. In the End field, enter the end of the extension range.

When you input a value of 1001 in the Start field and 1006 in the End field, the Recording Manager filters the recordings to exclude only those from extensions 1001 to 1006. This allows for precise control over the range of recordings you wish to access.

You can restrict all the extensions,

• Select the All Extensions Or Range box to restrict import of recordings from all the extension.

3. Select the Recording Date Embed In The File Name box to embed the recording date in the recording file.

4. Select the Import Start Date box to import recordings from a desired date and click the Calendar icon to select the start date for your import.

Recording Options Menu #

The Recording Settings screen enables you to select the extensions for which you want to automate call recording for both incoming and outgoing calls. Thus, it simplifies the management of automated call recordings, ensuring consistent capture of both incoming and outgoing calls for selected extensions.

1. In the Left Side Panel, click to open the Recording Options menu.
2. Select the Record Calls box for the extensions you want the calls to be recorded.
3. Select the AI Analyze box for the extensions you want the calls to be analyzed by Open AI.

4. Click the Save button to save your changes.

Log Entries Menu #

Log Entries menu lets you view the login and logout events of all the sessions along with ‘Date’ and ‘Time’ that is according to the time zone set in ‘Recordings’ menu.

NOTE:

The Recording Manager Standard will not capture the logout event if the user browses to a different website or closes the browser without logging out first.

Field Definition #

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.

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.

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.

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/

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.

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.

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).

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.

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!