Course Content - Basic
Configure a Local Desktop Telephone
Welcome to the online training series from 3CX. In this module we will be explaining how to Provision an IP Phone in the local LAN.
Initially we will be going through the prerequisites. Right after that I will be walking you the whole procedure of configuring an IP Phone using PnP. We will see the configuration of BLF keys and how these are sent to the IP Phone. Then, we will see how you can manage the firmware version of your IP phone, and how you can Remote Control it using your 3CX Client, as well as the 3CX Webclient.
Although technically it is possible to configure any IP Phone to work with 3CX, today we will be focussing on how to configure one from our list of supported devices.
3CX has gone through a rigorous test process for these phones as well as implemented special integration to make setup and management easier.
3CX supports Fanvil, Grandstream, Htek, snom and Yealink phones. For a complete list of models that are supported and their firmware requirements go to the 3CX Technical Support website, at www.3cx.com/support.
Today’s module will focus on configuring an IP Phone that is on the same Network as 3CX, and specifically on the same subnet.
The process of configuring an IP Phone is called Provisioning, but what is Provisioning?
Provisioning, is the process of providing a prefilled, predefined configuration to an IP Phone depending on its make and model in a simple and fast way, without requiring any manual intervention. This minimizes the chances of human errors and drastically reduces the time it takes to configure a supported device.
As we are going to be configuring a local extension we will use PnP Provisioning. This method is based on network multicast messages. A high-level explanation of what happens is that an IP Phone will announce its existence once it is connected to the network through a multicast message. 3CX receives this message and at this point the Administrator will see the phone in the 3CX Management Console. They can now assign the device to an extension or create a new one. After that, 3CX will do the rest.
Multicast messages are limited to a local subnet and will usually not be able to go through routers, firewalls and other border devices, even to other local subnets.
Now to explain how to do this.
Plug your phone into the network and power it on, then wait a few minutes for the phone to boot. Once booted, the Administrator should log into the Management Console and go to the Phones page on the left.
In the list you will find the phone you just plugged in. It will be visible with the designation “NEW” and will appear in bold text.
At this point, all the administrator has to do is highlight it, and select whether they want to create a new extension for this IP Phone or assign it to an existing one. An extension can have multiple phones assigned to it, with a functionality of SIP called SIP Forking.
Once this is done, the Management Console will prompt the Administrator to validate the default settings.
At this point you can personalise the settings, for example you can change the Timezone of the phone, if it deviates from the Global timezone of the PBX, as well as the format of the Date and time. You can also choose the language of the phone interface as well as some network settings. For example, you can enable or disable the PC Port, define your VLANs and now it is also possible to configure the multicast paging from the provisioning tab.
Other phone behaviour settings are the ringtones of the phone for direct calls, as well as for queue calls, backlight settings and screensavers, and you can also choose the desired behaviour for your BLFs, to either perform an attended or blind transfer.
Clicking OK will complete the configuration. A few seconds later, the IP Phone will reprovision, and some phones may even reboot. Once it comes back online, it will have all the settings required and will be ready to make and receive calls.
BLF Keys can also be configured on the PBX, and if the IP Phone being used supports BLF, the user will be able to use these.
BLF means Busy Lamp Field. This basically allows you to monitor the call state of an extension. A BLF on an IP Phone will NOT monitor the profile status of an extension, just the call state. If you configure a BLF on the 3CX Client for Windows however, it will monitor both the call state AND the profile status of an extension.
The different call states which are possible are:
Idle. The monitored extension is idle and not in a call
Ringing. The monitored extension is in the ringing state.
In Call. The monitored extension is in an active call at the moment.
BLF keys can also be used for a variety of other functions.
Apart from monitoring the extension, you can press a BLF which is in the Ringing state to pickup a ringing call of the extension which you are monitoring.
Also, transferring a call to the monitored extension is possible with just a press of the BLF button. You can also dial this extension by just pressing the BLF button.
A BLF key can also be programmed to perform a variety of other functionalities. In addition to monitoring an extension, you can program a BLF key in the following ways:
As mentioned a few slides back, you can program a BLF to change the profile status of an extension. Each profile will have its own BLF key.
When an extension is a member of a queue, it can log in and out of the queues. An agent will be able to press a BLF to log in to a queue and another BLF to log out of a queue.
There are some cases where you might not want to monitor an extension, but will just need a speed dial button, to dial this extension quickly and easily. Configuring a Speed Dial button will achieve this.
The PBX also provides the capability to create a custom speed dial, where you will be able to add speed dial buttons for numbers which are outside of the corporation, for example, a home phone number, a supplier or customer.
BLF keys can also be configured as Shared Parking slots, allowing you to park calls. When a call is parked in the shared parking slots, it will light up the BLF key on all extensions configured with this Shared Parking slot configured, allowing the person who parked the call or any other extension with the same shared parking slot configured, to see the parked call and pick it up. A total of 250 Shared Parking slots can be configured.
Once the IP phone has been provisioned, an important aspect is ensuring that it is running the firmware 3CX recommends for your make and model. The firmware versions we recommend have been extensively tested and have been proven to be 100% compatible with 3CX.
Once it is provisioned, upgrading the Firmware to the recommended version can be done through the Management Console.
Some vendors even have multiple firmware versions available, and if this is the case, the PBX will present both the versions for you to choose.
An important feature of 3CX is the ability to centrally manage firmware files and deploy them network wide. This greatly reduces admin time and helps to increase your network's security by avoiding running outdated firmware.
In order to manage the Firmware of one, or more, of your now registered IP phones, log into the Management Console and then go to Phones page of the Management Console. The firmware files of all provisioned phones will be have already been downloaded automatically to the PBX.
The PBX will perform a comparison of the downloaded firmware files, and what each phone is using, and any phones that are running an older version will be marked in Red.
If this is the case, all you need to do is highlight each phone, press the “Firmware” button and then press OK to confirm the firmware upgrade after verifying the phones which are going to be upgraded.
Once you do this, seconds later the phones will reboot and install the new recommended firmware version.
So far, we have discussed how to provision an IP Phone as well as managing its firmware.
Next, we will cover CTI. CTI, or Computer Telephony Integration, allows us to remote control an IP Phone from a Windows PC through the 3CX Client, or from any browser, in any operating system, using the 3CX Web Client.
This means that from our 3CX Client or Web Client, we can trigger actions like making a call, putting calls on hold, transferring calls, answering calls and even escalate a call into a conference, and all of this, with just a mouse click or two.
This feature enables a user to very quickly and easily dial numbers they find in the Company Phonebook, from a Web Page, an Email or even a CRM System.
How many times have you wanted to dial a number you have found on a website, on a phone, and have failed a few times before getting it right? With CTI, all you would have to do is copy-paste it into your 3CX Client, then press enter and it will immediately initiate the call on your deskphone.
In order for Remote Control to work with uaCSTA, the 3CX Web Client Client must be logged in to the same extension as your IP Phone, which is running the latest firmware to support this new type of remote control. uaCSTA stands for “User Agent Computer Supported Telecommunications Applications”.
The latest 3CX Client is also required in this case, on any platform able to have a 3CX client installed.
Log in to the extension via your web browser. Login credentials and instructions can be found in the Welcome Email. This is covered in the 3CX Client Installation module.
You can optionally select the SIP device to control, especially if you have multiple devices connected to the same extension, via SIP forking.
Enter or dial the number and then manage the call, just like you would with your 3CX client.
With the 3CX Web Client, answering, diverting, ending or managing a call is just as simple as we’ve grown to love with the 3CX client.
To use the 3CX ClickToCall with Chrome, the latest chrome extension from 3CX will need to be installed. This is easily done from the top right hand menu.
Restart your browser and login again. The necessary settings will be retrieved automatically from the PBX. It's as simple as that!
3CX ClickToCall is also available for users using Firefox.
To install the Firefox latest plugin, first log into the Web Client. Then, in a new tab, find the 3CX Click to Call plugin in the Firefox Add-on Manager and install it.
All settings will be retrieved automatically.
From any website, you should now be able to see any phone numbers underlined. Clicking on these numbers, will automatically paste the number into the 3CX web client. You can edit the number before dialling, or just press “Call” to dial this number.
Numbers which are defined with the TEL protocol are also able to be dialled on an IP Phone via the Web Client as well.
Thank you, and goodbye!