Transform Customer Service with 3CX Survey Creator: Elevate Your Organization’s Performance
Revamp your customer service by harnessing the power of feedback from your callers. With our user-friendly web portal, you can effortlessly create personalized, automated surveys conducted over the phone. Discover valuable insights, pinpoint areas for improvement, and elevate the quality of your services. Every organization aspires to deliver exceptional service, and now you can too.
Introducing 3CX Survey Creator—the ultimate tool for gathering customer feedback through phone surveys. By leveraging this powerful solution, you can gauge your customers’ sentiments regarding the services provided by your organization. Uncover crucial areas where enhancements are needed, boost service quality, and evaluate the performance of your staff.
Start maximizing customer satisfaction with 3CX Survey Creator. Empower your organization to excel, amplify service quality, and measure success—all at the touch of a button. Experience the benefits of valuable customer feedback and propel your business forward.
The 3CX Survey Creator generates phone-based automated surveys. Utilizing a web-based application, you have the ability to create surveys and link them to a dedicated Digital Receptionist (IVR). When engaging in a survey, you, as the caller, will be redirected to a 3CX Digital Receptionist, where a sequence of questions will be posed and your responses will be recorded in a SQL database.
Experience the convenience of 3CX Recording Manager’s web-based interface, effortlessly accessible through a user-friendly web portal. Simply log in with your 3CX extension and pin, and dive into a world of seamless control and management.
PERFORMANCE MEASUREMENT
Effortlessly gauge the performance and effectiveness of your team members, campaigns, or even your entire business process. Gain valuable insights that enable you to make informed decisions and drive continuous improvement.
TAILORED SURVEYS
Harness the power of multiple surveys within 3CX Recording Manager, allowing you to tailor your feedback collection to specific extensions and gather comprehensive data. Create and deploy surveys as needed, empowering you with the knowledge to enhance your organization’s operations.
INFORMATION COLLECTION
Uncover untapped potential by collecting and analyzing vital information through 3CX Recording Manager. Identify areas of improvement and elevate the quality of services provided by your organization, ensuring unparalleled customer satisfaction.
To initiate the creation of a survey, you must access the 3CX Survey Creator web portal in your capacity as an administrator. Within this portal, you have the ability to generate inquiries, categorize them into surveys, and establish a connection between a survey and a designated extension within the 3CX system. By utilizing the Survey Creator, you gain the capability to construct a comprehensive repository of surveys and conveniently modify existing ones to enhance the precision of the gathered information. In your role as an agent, you possess the authority to redirect a customer’s ongoing call to a survey. Subsequently, once the customer actively engages in the survey and concludes the call, the survey outcomes become accessible for review by the administrator.
You can order 3CX Survey Creator online at https://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software.
There are a number of prerequisites that must be installed prior to installing the 3CX Survey Creator. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
This User Guide contains step-by-step instructions to successfully install 3CX Survey Creator. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named SurveyCreatorInstaller.exe
You must register your license key to activate 3CX Survey Creator. Your license key is included in your order confirmation email, and can also be found in your order history on our website.
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 Survey Creator application.
In the Microsoft Defender SmartScreen, click the More Info option.
Figure 1: Microsoft Defender screen
Click the Run Anyway option to start the installation.
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 Survey Creator. It includes .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.
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.
Figure 4: Prerequisite installation Selection
The installer will download and install the selected applications. It may take several minutes to complete.
Figure 5: Prerequisites Installation in progress
The Microsoft SQL Server License Terms page gets displayed if you install SQL Server Express. Click Accept to acknowledge the license terms and continue.
Figure 6: Microsoft SQL License Terms
In the Media Location field, browse to change the location and click Install to begin the installation of SQL Server Express.
Figure 7: SQL server selects media download target location
Click Close when you install the prerequisites.
Figure 8: Microsoft SQL installation completed successfully
Installation is in progress. It may take several minutes to complete the installation.
Figure 9: Microsoft SQL downloading install packages
Click Yes in the Confirmation Message Box to reboot the computer.
Click Next on the 3CX Survey CreatorSetup Wizard screen.
Figure 10: Survey Creator setup wizard
On the Select Installation Folder window, the Folder field displays the path where the 3CX Survey Creator gets installed. You cannot change the location path.
Click Next to continue
Figure 11: Survey Creatorselects the installation folder
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 12: Configure Relay services
Click the Test Relay Settings to confirm ‘3CX Survey Creator’ can communicate with the Relay services running on the 3CX server.
If the ‘3CX Survey Creator’ 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.
Figure 13: Test Relay Success
NOTE:
You must set the Relay Port to 8801.
If the Relay test fails, you cannot continue the installation until you establish communication with the Relay. Confirm the following if your test is 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 the 3CX Survey Creator and Relay use the same port and protocol.
When configuring 3CX Survey Creator, 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 VolPTools server.
On the SQL Database window in the Server field, select the desired instance of SQL Server.
To use SQL Authentication, uncheck the Trusted Connection checkbox.
In the Username and Password fields, enter valid SQL login account credentials.
Figure 14: Configure SQL database
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.
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 Survey Creator, select the current database name from the list.
Click the Tool buttons to confirm connectivity to SQL Server. and click OK on the Test Results message box.
Figure 15: TOOL Test SQL Connection results
Click the CFD button to confirm connectivity to the SQL server and click OK on the Test Results message box.
Click Next to continue with the installation.
Figure 16: CFD Test SQL Connection results
NOTE:
You can use public IP or FQDN of 3CX server to test the connectivity.
To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:
Key Replacement Assistance
In the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly.
Product Updates and Reminders
By registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.
Follow the procedure to register your software,
Double-click the 3CX Survey Creator desktop icon to open the Survey Creator Config application.
On the 3CX Survey Creator configuration screen, select the License tab.
Enter your license number in the License Key field and other mandatory information.
Click the Register button to register your software.
The 3CX Survey Creator configuration screen enables you to register software, set recording path, check and upload latest versions of the application, start/ stop 3CX Survey Creator service and connect to the web portal.
The Check for Updates button on the License tab enables you to easily download the latest version of 3CX Survey Creator. If a newer version of 3CX Survey Creator 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.
To access the ‘3CX Survey Creator’ 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 Survey Creator Web).
An admin logs into web portal to create and edit questions or surveys and view survey results. The ‘Survey Results’ screen enables an admin to view customer’s response and feedback. When an agent transfers customer’s call to a survey, the customer participates in the survey and exits from the call. The survey results are then added to the ‘Survey Results’ screen, which can be viewed by the admin.
When connecting to the web portal, you will be asked to provide login credentials.
In the Extension field, enter your 3CX extension number.
As an agent, you can transfer the customer’s call to a survey. You will not be able to view or listen to the customer’s response or feedback for the survey.
The Surveys screen allows you to add a new survey, edit or publish an existing survey. Once you create and publish a survey, you need not publish again even if you edit the survey.
Figure 25: Surveys screen
NOTE:
If you are upgrading from 3CX Survey Creator 15.5 Version to 16 Version, note the following:
In 3CX Survey Creator 15.5v, all the published CFDs will display in ‘Queues’ tab of 3CX Console Management 15.5v
In 3CX Survey Creator 16.0v, all the published CFDs will display in ‘Call Flow Designer’ tab of 3CX Console Management 16.0v
If you want all the CFDs in 3CX Survey Creator 16.0v to be same as that in 15.5v then, delete all the CFDs from ‘Queues’ tab of 3CX Console Management 15.5v and recreate each of them in 3CX Console Management 16.0v and you will find them in ‘Call Flow Designer’ tab.
The extensions created for Surveys cannot be used for Call Back Surveys.
In the Survey Maintenance screen, click Addbutton to create a new survey.
In the Add/ Edit Survey dialog box and in the Survey CFD field, enter the Survey Extension number
In the Survey Name field, enter the name for the current survey.
In the Survey Description field, enter the description for current survey.
Enter the details in the Survey Intro Prompt section to create a create a new ‘Text-To-Speech’ prompt or enter the details in the Survey Close Prompt section to upload a pre-recorded prompt.
Select the required questions using Include and Exclude buttons.
Click Save to save the survey details.
Figure 26: Add or Edit a survey
NOTE:
Once you create a survey, you will not be able to edit Survey CFD data
Before creating Intro prompt or Close prompt, the agent should select desired ‘Voice Type’ from the ‘TTS Settings’ section of the ‘Settings’ tab.
In the Survey Intro Prompt section, do the following,
Enter the welcome data in the Survey Intro Prompt section.
In the .WAV File field, enter the name for the ‘Text-To-Speech’ prompt.
Click Create to create the Text-To-Speech prompt.
Figure 27: Survey intro prompt
In the Survey Close Prompt, do the following,
Enter the data thanking the customer in the Survey Intro Prompt section.
In the .WAV File field, enter the name for the ‘Text-To-Speech’ prompt.
Click Create to create the Text-To-Speech prompt.
Figure 28: Survey close prompt
NOTE:
Providing name for .WAV File is optional. If you do not provide any name for the ‘Text-To-Speech’ prompt then Survey Creator will auto-generate a new name while creating the audio file.
Do the following in the Survey Intro Prompt section,
Beside Prompt .WAV File field, click Browse to browse for the pre-recorded audio file that you saved on your local system.
Click Save to enable the uploaded audio file.
In the Survey Close Prompt section,
Beside Prompt .WAV File field, click Browse to browse for the pre-recorded audio file that you saved on your local system.
Click Save to enable the uploaded audio file.
NOTE:
If you click Create, the Survey Creator enables Prompt (Text-To-Speech) file for the customer. On the other hand, if you Browse for the pre-recorded audio file from your local path and click Save, the Survey Creator enables the uploaded file for the customer.
The Available section indicates the list of available surveys and the Included section indicates the list of surveys which are listed for the particular extension..
To Include a survey you can do any one of the following,
Select the surveys to be included in the Available section and click the Include button to include the survey in the call.
Click the Include All button to include all the surveys from the Available section.
To Exclude a survey you can do any one of the following,
Select the surveys to be excluded from the Included section and click the Exclude button to exclude the survey from the call.
Click the Exclude All button to exclude all the surveys from the Included section.
Call Back feature is introduced to conduct an online survey on the product. However, participating in the survey is completely optional to the customer.
When a customer calls the agent, the call connection is automatically diverted to a queue where the customer is offered an option to participate in the survey. Once the customer confirms or rejects the participation, the call connection is diverted to the agent (pre-defined extension) in order to continue with the regular call. Once the customer exits from the current call, the customer will get a call back (pre-defined extension) if the participation was confirmed, and will not get any call back if the participation was rejected. The customer is also given an option to take survey on a different number.
Call connection is diverted to Call Back Survey (for example: 1871)
Customer is given an option to confirm or reject the participation in the survey after exiting the current call. (For example: Press 1 to participate or Press 2 to reject and talk to agent)
If the customer presses 1 (confirms participation):
Customer is asked to confirm the number for call back after exiting the current call.
Press 1 to get a call back on the same number, after exiting the current call.
Press 2 to provide a different number on which you want to take the survey after exiting the current call.
Once the customer confirms the call back number, call connection exits from the Survey Queue: 1871 and connects to the agent/queue to continue with the regular call.
After exiting the current call with agent, customer will get call back on the provided number and once answered, the customer will be transferred to 1781 (PCS Number) to participate in the survey.
If the customer presses 2 (rejects participation):
The call connection exits from the Call Back Survey: 1781 and connects to the agent to continue with the regular call.
After exiting the current call, the customer will not get any call back to participate in the survey.
The Questions screen allows you to add a new question or edit an existing question. The agent should select desired ‘Voice Type’ from the ‘Settings’ tab before creating any survey or Text-To-Speech questions.
To create a new question, you can either create an audio file (.wav file) as ‘Text-to-Speech’, or upload a prerecorded .wav file. Click the link to access 3CX’s audio file conversion feature to convert your audio files into .WAV format.
NOTE:
The agent should select desired ‘Voice Type’ from the ‘Settings’ tab before creating any survey or Text-To-Speech questions.
On the menu bar, click Questions.
In the Question Maintenance screen, click to add a new question.
Create a question using inbuilt Text To Speech software or upload a prerecorded audio file.
Figure 34: Add a question
From the Valid Answer Values drop down, select the value that best answers the question and click Save to save the question.
Figure 35: Select valid answer value
NOTE:
If your question is about taking a feedback from the customer, from the Valid Answer Values drop down, select Record Feedback option to record the feedback. If you select Yes/ No option then the survey result will save Yes as 1 and No as 0. Similarly, if you select True/ False option, then the survey result will save True as 1 and False as 0.
Click the Edit button beside the question that you want to edit.
To edit ‘Text-To-Speech’, make the desired changes to the text and click Create to update the changes in the audio file or lick Browse to change the prerecorded .wav file.
Select the appropriate option from the Valid Answer Values dropdown for the question.
The Reports screen displays the survey information of an agent. From here, you can run a report to display survey information between the desired start and end time. You can also observe the survey score like how many times a particular agent used the question in a specific survey. The reports display the score on daily, weekly and average basis.
The Reports menu has two tabs,
Survey Results
Survey Log
Figure 39: Reports menu
NOTE:
If you refresh Survey Results screen, then automatically all its associated data will also refresh in Reports page.
Once a customer participates in the survey (which can be either during a direct call to the survey or when a logged in extension transfers the participant to survey) and exits from the call, the survey results are added to the Survey Log screen.
You can do the following in the Survey Log screen,
The Survey Results screen shows the customer’s response for the survey. This screen gives information about the customer satisfaction and the number of customers taking the surveys.
On the Survey Results screen, you can do the following,
The Transfer screen allows you to transfer a customer call to survey. Once you transfer, the customer participates in the survey and the admin will be able to view the survey result from the Survey Results screen.
The Settings tab enables you to configure ‘Text To Speech’ settings and custom brand settings. Hover your mouse on the Settings tab and from the Settings menu, you can click the desired option to navigate to the respective screen.
The TTS Settings screen enables you to configure ‘Text To Speech’ settings so that you may create questions, intro prompt (welcome note), and close prompt (closing prompt) as ‘Text To Speech’ (.wav file).
Figure 50: Text To Speech Settings
Hover your mouse on the Settings tab and then from the menu, select TTS Settings.
In the TTS Type drop-down, select the desired TTS type. Available TTS types are Windows TTS and Amazon Poly.
Select the desired culture in the Locale list.
Select the desired voice in the Voice Name list.
Enter the other necessary details and click the Test button to test the Voiceor click the Save button to save the TTS settings.
Windows TTS lets you create the TTS messages (.wav file) using built-in Windows Web Services.
In the Gender list, select the type of gender in which you want to play the speech.
In the Voice Name list, select desired prerecorded voice that comes with the operating system of your local system.
Click the Test button to test the generated .wav file for the respective TTS type that you have just configured, or click the Save button to save the TTS settings.
Figure 51: Windows TTS
NOTE:
Voice Name’ values are context sensitive to ‘Gender’ drop down
Amazon Polly lets you create TTS message (.wav file) using Amazon Web Services.
In the Amazon Id field, enter a valid Amazon Id for the Amazon Polly account.
In the Amazon Key field, enter a valid Amazon Key for the Amazon Polly account. To know how to create Amazon Web Services (AWS) account and generate AWS access key ID and secret key id, click here.
Click the Test button to test the generated .wav file for the respective TTS type that you have just configured, or click the Save button to save the TTS settings.
The About screen displays current version of the application. From here, you can also update your application to latest version by clicking on Check for Updates button.
Figure 58: About Screen
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NOTE:
to open the Survey Creator Config application.
button to create a new survey.
to save the survey details.
icon on any of the surveys.
button beside the survey that you want to delete.
button to view the Survey log. Read further for the field definitions.
button.
to Save the settings.
