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Using 3CX Assistant

Introduction

The 3CX Assistant is a desktop utility which allows users to easily manage their extension with a few mouse clicks – rather then via a cryptic and limited phone interface. 3CX Assistant is not a phone – it works in tandem with a desk phone or soft phone and calls are made and answered on your existing phone. Click here to read about the functions that 3CX Assistant provides. 3CX Assistant will show different information based on whether you are a standard user, a departmental manager or a company manager. In department manager mode you will see calls from anyone in your department. In management mode you will see information of the entire company. These rights are set by the Phone System administrator.

Calls

The 3CX Assistant window is divided into 4 sections: Active Calls, Extensions, Queues and Call History

The calls section shows all active calls, divided into

  • My calls – shows any active calls that you are on
  • External calls – shows any external calls being made in the system (requires management rights)
  • Queue calls – shows any callers in queues
  • Parked calls – shows calls that have been parked

You can right – click on any active call and perform one of the following actions

  • Reject – hangs up call
  • Divert – diverts a call to another number. Divert is available when a call is ringing.
  • Transfer – transfers a call to another extension. This option is available after you have picked up a call. You will be prompted for an extension number
  • Park – park the call so that another user can pick up the parked call
  • Voice Mail – transfer the call to your voice mail – caller will be able to leave a message
  • Record Call – record the conversation. This will store the call as a wav file on the server
  • Barge in (if you have rights) – join a call so that you can speak and listen in on an existing call.

You can also Drag and drop a ringing or connected call to

  • Other extensions,
  • Queues
  • Parking orbits (Connected Calls only)
  • My calls (To pickup the call)

The call icon displayed will change depending on where you drag the call to. The action will be performed when the mouse is released.

For example, if you hover over a call on the Parked Calls section, the mouse pointer will change to the P Icon which refers to Park. If you try and transfer a call to an illegal position (for example transferring a call to your own extension) the mouse cursor will change to show the Not Allowed Sign.

Extensions

The extensions section of 3CX Assistant lists all extensions and shows their status. You can call an extension by double clicking on the extension. The following extension states are possible:

  • Green – Available – User is not on a call and is available
  • Grey – Not registered – user does not have an phone registered to take calls
  • Red – Away – User is not able to take a call
  • Dark Orange – Out of office – User’s status is set to Out Of Office Profile
  • Yellow – Ringing/Dialing – User’s phone is in ringing/dialing stage
  • Purple – Connected Internal Call – User is connected to an internal extension
  • Blue – Connected External Call – User is connected to an external call
  • Light Blue – 3CX System Extension – User is connected to a 3CX System Extension, example voicemail

Queues

The Queues section shows all queues, and any agents that are logged in to take queue calls. Calls that are waiting in queue will be shown at the top of the Queue. The time that the caller is in the queue will be shown after the Caller ID of the caller. To pickup a call that is waiting in the queue, click on the call and select ‘Pickup’ from the menu. Alternatively right click on the call and select ‘Pickup’.

Call History

The Call History shows all inbound, outbound and missed calls. Double click on an entry to launch a call to it. To see all call history, right click on an entry and select ‘Show All’. This will launch the server based call history on your MyPhone page.