Introduction #

Revolutionize Your Call Center Operations with Surveyor: The Future of Campaign Management and Customer Engagement

The 3CX Surveyor is an advanced web-based “preview” dialer designed to revolutionize your call center’s campaign management. With Surveyor, you easily make impactful outbound calls to your contacts, ensuring high-touch interactions and exceptional results. Manage campaigns, assign agents to phone lists, and personalize interactions with script-reading capabilities. Gain valuable insights through web-based performance reports to optimize your call center operations. 3CX Surveyor provides detailed customer profiles, an integrated mini CRM, and the tools to treat customers like family, empowering your team to build strong relationships, ensure customer satisfaction, and drive sales.

What is a 3CX Surveyor? #

The 3CX Surveyor is a web-based “preview” dialer designed for the 3CX platform. Empower your agents to conduct personalized outbound calls, manage campaigns efficiently, use survey scripts, and generate performance reports. Manually import contacts into the tool and seamlessly integrate it with 3CX PBX for Windows. Agents can work from home or the office using the user-friendly web interface and 3CX softphone. Optimize your outbound calling processes with 3CX Surveyor for remarkable results.

Why choose 3CX Surveyor? #

	CAPTIVATING SCRIPTS	Effectively engage your clients with captivating, personalized scripts tailored to their needs and preferences. Our user-friendly web-based system enables seamless script management and customization for exceptional customer interactions.
	SEAMLESS MONITORING	Efficiently monitor customer service progress with our integrated mini CRM. Track and evaluate customer interactions seamlessly to deliver personalized experiences and exceptional support.
	REAL-TIME INSIGHTS	Gain access to comprehensive and real-time insights through powerful web-based performance reports on survey data. Utilize simple yet robust analyses to reveal valuable trends and patterns, empowering data-driven decisions that propel your business forward.
	CAMPAIGN OPTIMIZATION	Efficiently organize and optimize your campaigns by assigning agents to targeted phone lists and equipping them with survey scripts. Empower your team to conduct impactful outreach, ensuring valuable feedback and driving superior campaign results with confidence
	HIGH-TOUCH OUTBOUND CALLS	Establish profound connections with your contacts through our personalized and “high-touch” outbound calls. Our solution empowers your agents to confidently build rapport and foster relationships, guaranteeing that every interaction leaves a positive and enduring impact.

Prerequisites #

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

• 3CX version V18
• Client: Internet Explorer, Google Chrome, Firefox, Opera browsers
• Server: Windows 10 (64-bit) or above / Windows Server 2012 (64-bit) or above
• Microsoft Internet Information Server (IIS) 7.0 or above
• Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
• Microsoft .net 4.7.2 or above
• VoIPTools Relay installed on the 3CX server
• Port number 5800 opened on your device.

NOTE:

• You can run Abyss, IIS, and NGIX on the same server.

• 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 overview #

	DOWNLOAD SOFTWARE	You can order 3CX Surveyor online 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 the 3CX Surveyor. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	INSTALL 3CX SURVEYOR	This User Guide contains step-by-step instructions to successfully install 3CX Surveyor. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named SurveyorInstaller.exe
	REGISTER YOUR SOFTWARE	You must register your license key to activate 3CX Surveyor. 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 Surveyor #

1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Surveyor application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

3. Click the Run Anyway option to start the installation.

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 Surveyor. 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.

Installation is in progress. It may take several minutes to complete the installation.

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

Figure 10: Reboot confirmation message box

Step 3: Start the installation process #

1. Click Next on the 3CX Surveyor Setup Wizard screen.

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

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 Surveyor’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Surveyor’ 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.

6. Click Next to continue with the installation.

NOTE:

• You must set the Relay Port to 8801.
• If the test was unsuccessful:If the Relay test fails, you cannot continue the installation until you establish communication with the Relay. Confirm the following if the Relay test failed,
  • 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 Surveyor and Relay use the same port and protocol.

Step 5: Configure the database #

When configuring 3CX Surveyor, 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.

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 Surveyor, select the current database name from the list.

4. Click the Tool buttons to confirm connectivity to SQL Server. and click OK on the Test Results message box.

7. Click Next to continue with the installation.

Step 6: Installing 3CX Surveyor #

1. Click Install in the Ready to Install window.

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

Check the Launch 3CX Surveyor checkbox and click Finish when the installation is complete.

Step 7: Register the software #

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,

1. Click the Surveyor Web desktop icon to open the web application.
2. On the Login page, do the following tasks,
   1. In the Extension field, enter your 3CX extension number.
   1. In the PIN field, enter your 3CX voicemail PIN.
   2. Click the Login button to log in to your account

NOTE:

If the Extension does not belong to Surveyor Extension Group then you will be unable to login to the 3CX Surveyor, and an error message appears as “Not Authorized for Dialer”

3. On the top menu, hover over the Settings tab to display the settings menu.
4. Select General Settings from the settings menu.

5. In the top menu click the Register tab.

6. Enter the license key that you got in your order confirmation email. If you do not have one, you can order 3CX Surveyor online at https://www.voiptools.com so that your order confirmation email will include your license key and a link to download the software.
7. Click Registerto register your software.

NOTE:

The license key permits you to install 3CX Surveyor on one computer. This is not free software.

Web Portal #

To access the ‘3CX Surveyor’ 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 Surveyor Web).

Assign Roles in 3CX Console Management #

In the 3CX Management Console, you can assign user roles to extensions in order to control the access rights within the application. From here, you can also view the type of role associated to a specific extension.

Assign the ‘Manager’ Role To An Extension #

You can assign a ‘Manager’ role to a specific extension through the 3CX Console Management

1. Log in to 3CX Console Management with valid user credentials.
2. In the left side panel click the Users menu.
3. From the Extensions listing screen, find and double-click the desired extension to which you want to assign Manager Role. You can also type the extension number in the search bar for quick reference.

4. On the tab bar, select Rights.
5. From the Group Membership drop down, select desired group to which you want to associate the current extension as Manager
6. From the Role drop down, select the option as Manager
7. On the top of the page, beside user name, click OK

View User Roles for Members of a Group #

You can view user role for any extension through the 3CX Console Management

1. In the 3CX Console Management and from the Navigation Pane, select Groups.
2. From the Extension Groups listing screen, find and double-click the desired extension group for which you want to view the user roles for all of its associated extensions (members).

3. In the General tab, under Members and in the Role column, you can view the associated role for each of the extensions of the group.

Manager view #

You can see the following tabs when logged in as a Manager.

• Dialer
• Campaign
• Contacts
• Import
• Reports
• Settings
• About

Agent View #

You can see the following tabs when logged in as an Agent.

• Dialer
• Contacts
• About

Settings #

Settings enable you to configure general settings and customize brand settings.

General Settings enable you to register 3CX Surveyor software, control who can edit label text, and add dispositions and lookups. On the other hand, Site Settings enable you to customize branding settings for the application

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

• General Settings
• Site Settings

General Settings #

General Settings screen enables you to register 3CX Surveyor software, control who can edit label text, and add dispositions and lookups.

Widget #

Widget screen enables you to select desired widgets that you want to display in the Dialer screen.

1. In the Widget screen, check all the desired widgets that you want to display in the Dialer screen and then at the footer, click  Save .
2. Click Reload to restart the application and display your changes.

NOTE:

Pressing the ‘Reload’ button will log all users out of ‘3CX Surveyor’. The ‘Reload’ button will restart the application and display your changes.

General #

Here, you can perform general settings for your ‘3CX Surveyor’ like set language, extension group and session timeout.

General Section #

You can perform the following function in the General section.

Culture drop-down list	Select the language to control how dates and currency should be displayed throughout the 3CX Surveyor web portal. NOTE: The default Culture is English.
Surveyor Extension Group field	Specify a 3CX extension group so that only the members assigned to this extension group can login to the 3CX Surveyor web portal. NOTE: Surveyor licensing is based on the number of people in this extension group (including extension group managers).
Wait Time box	Enter time (in minutes) to control how soon a contact will be presented in the list of people to be called again, for example, the contact was previously dispositioned as “No Answer”
Session Timeout box	Enter the time (in minutes) to control when a web page (session) will expire based on inactivity. When a web page expires, the user is redirected to the login page.

Auto Import #

If you want to enable the automatic import of new CSV files, check the Auto Import Contacts box.

1. Under Auto Import section, check Auto Import Contacts box to turn on the auto-import feature so that the 3CX Surveyor automatically imports new CSV files from the monitored folder.
2. Check First Row Header check box to skip the first row of the CSV file if this row contains column heading rather than data to be imported.
3. In the Import Path field, enter the path of the monitored folder used by the auto-import feature.
4. In the Archive Path field, enter the path of the folder to which the original CSV file has to be moved once it has been auto-imported.
5. Click Save to save the data.

NOTE:

Surveyor has the ability to monitor a specified folder and if a new CSV file is placed in the monitored folder, the contents are automatically imported into a campaign.

The controls screen enables you to edit Label Text and control who can edit data for a specific ‘Label’ that appears in a specific screen.

Grant Permission to Edit a Control #

1. On the Settings screen and in the Controls tab, search for the control for which you want to grant ‘Update’ permission.
2. Check one or more of the groups (Admins, Managers, and Users) that you want to grant update rights so that they can edit ‘Label’ data in a specific screen.
3. On the bottom right corner of the screen, click Save  to save the changes.

Edit the Update Rights for a Control #

1. In the Controls tab, select the control for which you want to edit the ‘Update’ rights.
2. Check or uncheck the group(s) to grant or revoke permissions respectively.
3. Click Save  to save the changes.

Edit Label Text #

1. In the Controls tab, select the control for which you want to edit the label text.
2. In the Label Text field, edit the text.
3. Click Save  to save the data.

Dispositions #

Disposition is a Call Status text that best describes why a call was dispositioned. (For instance, the disposition can be defined through call status as ‘Busy’, ‘Not Interested’, ‘Item Sold’ etc.). The disposition that you create will be added to the list in Call Status widget of Dialer screen. You can add a new or edit an existing disposition.

NOTE:

You cannot delete a disposition. However, you can make it unavailable by simply checking Disable box.

Add New Disposition #

1. On the Settings screen and in the Dispositions tab, click Add  button on the left of the ‘Column Header’.
2. In the Description field, type the text for Call Status.
3. Check Allow Retry box if the call is busy so that the agent can retry the call.
4. Click Save Changes  to save the new disposition

Edit Existing Disposition #

1. In the Dispositions tab, select the disposition that you want to edit.
2. In the text field, type the new label text so that it will be updated accordingly in the Call Status widget of the Dialer screen.
3. 3CX Surveyor supports batch edits and hence, you may edit one or more dispositions before you save them.
4. Check/ uncheck Allow Retry box so that you can allow/ not allow the agent to retry the call respectively.
5. Click Save Changes  to save the changes.

Lookups #

Lookups define the contact sales attributes. The lookups that you create here will appear in the Contact Attributes widget of the Dialer screen. It is through these details that you know what sales transactions the contact had made with your company in the recent times and how the customer’s response towards buying your product is.

Add New Lookup #

1. On the Settings screen and in the Lookups tab, click Add button on the left of ‘Column Header’.
2. In the Lookup Type field, enter appropriate lookup type (For instance, ‘Buying Status’, ‘Class’, ‘Customer Status’, ‘Territory’ etc.)
3. In the Lookup Value field, enter the appropriate lookup value.
4. In the Lookup Display field, type appropriate ‘Lookup’ text that you want to display.
5. Click Save Changes  to save the new lookup.

NOTE:

Once you create and save a lookup, you cannot edit Lookup Type and Lookup Value fields.

Edit Existing Lookup #

1. In the Lookups tab, select the lookup that you want to edit.
2. In the Lookup Display field, edit the text.
3. Click Save Changes to save the changes.

NOTE:

You cannot delete a lookup. However, you can make it unavailable by simply checking Disable box.

Site Settings #

The Site Settings screen enables you to customize branding settings for the application that include the following:

• Customize the gradient color of ‘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’

Custom Brand Settings #

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

Customize Application Title Header – Gradient Color #

1. In the Header Colour section do the following,
   1. Select the top paint from the Top Colour color palette. 
   2. Select the bottom paint from the Bottom Colour color palette.
2. Click Apply  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 Apply to save your settings.

Customize Logo #

• If you are uploading the logo for the first time then,
  1. In the Custom Logo section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the Select Logo dropdown list.
  3. Click Apply  to save your changes.
• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click Apply  to save your changes.

Customize ‘Header Title Prefix’ Text #

1. In the Header Title field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
2. Click Apply to save the header title prefix.

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

Import #

Import screen enables you to import contacts from a CSV file into the central repository of contacts.

1. Beside the Import File field, click the Browse button to select the import file (.csv).
2. Click the Get Fields  button to load the CSV column headers into the CSV File list box.
3. Move each column from the CSV File list box into the CSV Field list box by appropriately using buttons such that the columns in the CSV Field list box will match those of the Contact Field list box.
4. Select the Update Existing Contacts box to overwrite existing contacts.
5. Click the Import  button to import all the contacts from the CSV file into the central repository of contacts.

Contacts #

The Contacts screen enables you to manage all your contacts and also record notes and services related to various contacts.

Contact tab #

The contacts screen is like a mini CRM that manages all your contacts. Here, you can search for any contact by typing appropriate data in any one of the fields in the Contact screen and click the Search button so that 3CX Surveyor finds the result from the database.

Private Contact #

• To mark a contact as private, check the Private box.

Do Not Contact #

You can check the Do Not Contact box to disble the contact permanently from the dialer if the contact is not interested to be contacted again

NOTE:

If you mark a contact as ‘Private’ or ‘Do Not Contact’, it will never show up in the dialer.

Contact Toolbar #

In the Contacts screen, and in the Contact tab, on the bottom right corner, the contact toolbar exists.

	Search	Type appropriate information anywhere in the field and click the Search button. 3CX Surveyor finds the person from the database and populates the information in all the fields.
	Delete Contact	Search for the contact that you want to delete and click the Delete Contact  button to delete the contact.
	Save	Click the Save  button to save the changes you made to the contact.
	Clear Contact	Click the Clear Contact  button to clear the contact details in the Contact tab.

History tab #

The History screen allows you to record notes about various conversations your company had with a specific contact over time. You can record important information like commitments or services you provided so that when the customer calls you, you can quickly look into notes to know if you can perform something on their behalf to achieve great customer satisfaction. It provides a great way to understand your customer even before you start talking to them.

Qualification tab #

Contact screen enables you to view the information about contact.

Campaign #

A campaign is a global contact list that can have one or more sub lists within it. Here, you make a subset of selected contacts and assign them to a list called ‘sub list’, and then assign agents to that sub list so that they can have people to call for. You can create a campaign ahead of time and it becomes available as soon as the correct date arrives.

If multiple agents are working on the same campaign/list, the system ensures that each of the agents will work on different contacts.

Create New Campaign #

1. In the Campaigns screen, click the Add  button that appears on the left of ‘Column Header’.
2. In the Campaign dialogue box, and in the Description 1 field, enter the name of the campaign.
3. In the Description 2 field, enter a brief description for the campaign.
4. From the Status dropdown list, select Active to activate the campaign.
5. In the Agent Script area, enter the notes for the campaign.
6. Click Save  to save the new campaign.

 Create New Campaign List #

1. In the Campaigns screen, click  Expand button that appears beside the campaign to which you want to add the campaign list.
2. Click the Add  button that appears on the left of the ‘Campaign List’ column header.

General tab #

1. On the Campaign List dialog box, in the General tab and in the List Name field, type the name of the campaign list.
2. From the Status drop-down, select Active or Inactive to activate or inactivate the campaign respectively.
3. Select Start Date and End Date to specify the time for which the campaign will be valid.
4. Click Save  to save the new campaign list.

Agent Script tab #

Agent Script screen enables an agent to typically note down important discussing subject or points to remember or any other verbatim while talking with the customer. Here, you can change font type, font color, add bullet points, add images and do many more that are required for you to create a script. You can prepare the ‘Agent Script’ in either Design or HTML editor.

 SQL Query tab #

SQL Query tab enables you to filter the contacts by creating complicated SQL queries with specific criteria by using appropriate operators and conditions. The resulting contacts who meet the specified criteria will be included in the campaign. It is to these contacts that the assigned agents will perform calls.

Add Contacts to Campaign List #

1. In the Campaign screen, click Edit Campaign List button beside the campaign for which you want to create new contact list.

2. In the Campaign List dialog box, click SQL Query tab.
3. On the left top corner of the screen, beside click the Add  button and then right below it, click Company and select appropriate value.
4. Click Begins with link and choose appropriate operator and then beside the link, enter a required value to retrieve the contacts as per the created search criteria. This creates complex SQL query.

5. Click Applyto apply the search criteria you just added to your query.
6. Click Save  to save the contacts for the campaign list.

For example,

To search for the companies that begin with the letter “V”

Clear History button #

The Clear History  button clears all the history transaction log of the campaign. This is especially useful when you want to make calls all over again to all your contacts after every regular period of time (for example, every month) irrespective of making calls in the last period of time.

Assign Agents tab #

Assign Agents tab enables you to assign specific agents to a campaign list. The Unassigned list box displays list of all the agents that you assigned to the Surveyor Extension Group specified in the Settings–General tab. To assign agents to the campaign list, select the required agents from the Unassigned list box and move them to the Assigned list box.

1. In the Campaign list dialog box click Assign Agents tab.
2. From the Unassigned list box, move required agents to the Assigned list box to assign them to the campaign list.
3. Click Save  to save the agents in the campaign list.

The following table gives information on the icons used in the Assign Agent tab,

	Assign Agent	Lets you assign a selected agent for the campaign.
	Unassign Agent	Lets you remove a selected agent from the campaign.
	Assign All	Lets you assign all the available agents to the campaign.
	Unassign All	Lets you remove all the assigned agents in the campaign.

Edit Campaign List #

1. Click the More Info Dropdown icon to expand the campaign.

2. Click the Edit Campaign List button beside the campaign list that you want to edit.

3. In the General, Agent Script, SQL Query and Assign Agents tabs, edit the required information.
4. Click Save  to save the changes.

Activate/ Inactivate Campaign List #

1. Click the Edit Campaign List button beside the campaign list that you want to activate.

1. In the General tab, from the Status drop-down, select Active to activate or Inactive to inactivate the campaign list.

2. Click Save  to save the changes.

Dialer #

• As an agent, you will be able to see Dialer, Contacts and About screens.

• From the Dialer screen, an agent can select a campaign and a campaign list in order to call all the agents assigned to that campaign list.

• The Dialer screen displays widgets; each designed specially to inform you specific information about the contact. Once a contact is ready to be dialed, all the information related to that contact will be automatically populated in all the fields of the widgets so that you can know important information about the customer even before you call them. This feature enables you to enjoy positive call experience.

• You can move the widgets to the desired position on the screen to create your own screen layout. You can save your layout or can again reset it back to the original format.

How to Open a Widget? #

1. In the Dialer screen, and on the toolbar, click the widget button of the widget that you want to open.

NOTE:

If a widget is already open, the toolbar displays the widget button in grey.

Various Widget Specifics #

The Dialer screen displays various widgets and this section exemplifies some of the commonly used ones for your reference

Campaign Widget #

1. In the Campaign widget, from the Campaign drop down, select the campaign for which you want to work.
2. From the List drop down, select the Campaign List so that you can start calling the agents assigned to it.

Call Control Widget #

1. In the Call Control widget, you can automatically see the contact number of the first contact in the campaign list.
2. Click any of the following buttons to do the desired function,

	Dial	lets you dial the contact number that appears in the Contact field. You can also dial additional phone numbers by clicking on the respective  green Check icon beside Phone 1/ Phone 2/ Mobile/ FAX icons.
	Tran	Lets you transfer the call. To transfer a call to another extension, you must first enter the extension number in the Contact field. When you press the transfer button, the Surveyor looks at the Contact field to determine where to transfer the call. It will not prompt you for the number.
	Search	Lets you search for a contact.
	Save	Lets you save if you made any changes to the contact’s information.
	Next	Goes to the next contact in the dialer. NOTE: The number beside the Next button indicates how many people are yet to be called.

Call Status Widget #

In order to move to the next customer, you need to disposition the call. Call Status widget enables you to select one of the dispositions from the available dispositions list.

1. In the Call Status widget, select the appropriate disposition.
2. In the Call Control widget, click Save . The call will be dispositioned.

Contact Address Widget #

Contact Address widget displays address details of the contact. Once the contact number of the next caller is displayed in the Call Control widget, the address details of the contact will be automatically populated in this widget.

Contact Attributes Widget #

Once the contact number of the next caller is displayed in the Call Control widget, all the sales information related to the contact will be populated in the Contact Attributes widget. From here, you can know what the contact’s first order, last order, last contact details, class, status and territory are.

 Call Back Widget #

Call Back widget enables you to schedule a call back according to the customer’s preferred timings. If you are working on a call and if the call back scheduled time arrive, the dialer waits till you have finished the call and once you click the Next  button, the call will be dialed to the Call Back number.

1. In the Call Back widget, from the Date/ Time drop-down, select the appropriate date and time.
2. In the Phone field, enter the phone number to which you need to call back.
3. Once the call back has been performed successfully, check the Done box to know in future that the call back for the customer has been performed.

Call Notes Widget #

Call Notes widget displays all the call notes recorded in the previous calls with the contact.

Priority Notes section (top portion of the ‘Call Notes’ widget) displays important information about the contact that an agent needs to know before making the call.

The lower portion of the Call Notes widget displays the notes about the agent.

1. Click  Add button in the ‘Column Header’ of the Call Notes widget.
2. Enter required notes for the contact.
3. Click Save to save the call notes.

Agent Script Widget #

Agent Script widget displays the information specific for the agent.

 Caller ID Widget #

Caller ID widget enables you to work in sync with the ‘Caller IDs’ screen of the ‘3CX Caller ID’ application. From here, you can update Outbound Caller ID for logged-in user’s extension, revert back to agent default Caller ID, and manually update Outbound Caller ID for logged-in user’s extension. For more information, you can refer Caller ID manual.

NOTE:

To view Caller ID widget, you need to install ‘3CX Caller ID’ application.

Update Outbound Caller ID for Logged-in User’s Extension #

1. From the Numbers drop down, select the franchise whose extension you want to apply to your outbound caller ID.
2. Once applied, the system displays the successfully updated message.

Revert Back To Agent Default Caller ID #

Reverting a CallerID for an agent will revert it back to the ‘Agent Caller ID’ (specified in the Agents tab). If the agent is not assigned any Caller ID, then the application takes ‘Default CallerID’ (specified in the Settings tab) of the extension group to which the agent belongs to.

1. Beside Numbers drop down, click the Revert  button.
2. Once the revert process is successful, the system displays the successfully reverted message.

NOTE:

Every agent must have a default Caller ID (Agents tab) else Caller ID will not be reverted.

Manually Update Outbound Caller ID for Logged-in User’s Extension #

1. In the Manual Number field, enter the desired number manually with which you want to update the ‘Outbound Caller ID’ for the logged-in user in the 3CX Console Management.’
2. Beside the Manual Number field, click the Update  button to update the login extension with new manual CallerID.

NOTE:

You cannot revert manual number.

Auto Voicemail Widget #

Auto Voicemail widget enables you to access the ‘Play’ and ‘Send’ features in sync with the ‘Auto Voicemails’ screen of the ‘3CX Auto Voicemail’ application. Auto Voicemail widget enables your staff to automatically play prerecorded voice messages when connected to a customer’s voicemail box. For more information, you can refer Auto Voicemail manual.

NOTE:

To view Auto Voicemail widget, you need to install ‘3CX Auto Voicemail’ application.

You can also insert all the widgets in the dialer screen,

Reports #

Reports screen enables you to view the sales report, performance report, call report and notes report for all the campaigns in the 3CX Surveyor. As a manager, you can filter the records by entering details in any one of the column headers and export data in various formats like pdf, xls, xlsx, rtf or csv.

1. On the Reports menu, select the type of report that you want to view.

2. Click appropriate export button to export the logs in your desired format.

Field Definitions #

Campaign Name	Name of the campaign
Date/Time	Date and time at which the campaign was created. Date format is DD/MM/YYYY. The time format is 24 hours clock with HH:MM:SS format.
Name	Name of the customer
Phone	Phone Number of the customer
Value	The value of sales done
First
Last

Sales Report #

The sales Report screen displays the list of all the calls of all the campaigns with disposition selected as ‘Sale.’

To view the sales report follow the procedure,

1. On the menu bar hover over the Reports tab and select the Sales Report option.

2. View the sales report or export the sales report in the available formats.

Campaign Name	Name of the campaign
Date/Time	Date and time at which the campaign was created. Date format is DD/MM/YYYY. The time format is 24 hours clock with HH:MM:SS format.
Name	Name of the customer
Phone	Phone Number of the customer
Value	The value of sales done
First
Last

Performance Report #

Performance Report screen displays performance data of an agent for a specific campaign. The record includes data such as name and login time of the agent, number of calls performed, total call time, and the name of the campaign.

To view the performance report follow the procedure,

1. On the menu bar hover over the Reports tab and select the Performance Report option.

2. View the Performance report or export the data in the available formats.

First
Last
Login Date/Time
Calls
Time
Campaign Name

Call Report #

Call Report screen displays disposition details of every call in a campaign.

To view the Call Report follow the procedure,

1. On the menu bar hover over the Reports tab and select the Call Report option.

2. View the Call report or export the data in the available formats.

Customer
Phone
Date and Time	Date and time at which the campaign was created. Date format is DD/MM/YYYY. The time format is 24 hours clock with HH:MM:SS format.
Dispositions

Call Back Report #

To view the CallBack Report follow the procedure,

1. On the menu bar hover over the Reports tab and select the Call Back option.

2. View the CallBack report or export the data in the available formats.

Agent Last Name
Agent First Name
Caller
Name
Buyer
Contact
Phone
Complete
Campaign Name
Call Back Date

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.