General implementation questions

[Srdan]

Hello,
we are already using 3CX, but we are looking into changing it from ISDN to VOIP. The reason behind is that we would like to "turn" the cost of ISDN connections and hardware into using better internet connection, while also improving the functionality of the 3CX software.

We have a following setup: we reside in Austria, while or RDS Server are located in Germany, and we connect there with Citrix. Our internet connection is currently DSL 18/18. We currently have 10 ISDN connections, and we use a Beronet Module to connect the 3CX system to the ISDN connections. 3CX server and desk phones are located internally, while there is also a 3CX app running on the RDS server. The datacenter where our RDS resides and our office are connected via Site-to-Site tunnel. Different networks, but they "talk" to each other.

Important for us is that we use a CRM software that integrates with 3CX, so we can click on telephone numbers in the CRM software, and our phone dials automatically. We know it should also be able to show the name of the caller, but that's currently not possible in the current setup. We do miss that feature, and we were told were we to have pure VOIP (as one would have when RDS servers are located internally), 3CX would fully integrate with our CRM software.

The problem with this setup however is, if I understand the VOIP concept correctly, that the signal would travel double way, since we would have to use a sip trunk of some provider in Austria. Meaning: the signal would travel first to our RDS server in Germany, and then back to the provider, where it would go "out"... is that correct?

Is that a viable concept, and would it work, or would we have latency problems? I would report what the current latency is, but we are currently on our backup line (LTE), as our DSL is having problems.

We would also consider changing our DSL to fiber optic, which would of course improve latency, but still, the double way still exists.

We would also like to manage our costs by ourselves, meaning pay 3CX directly for the license, to the provider for the siptrunk/minutes, buy our phones... we still have to put all costs on the table and make a comparison, but the feeling is that we could turn the cost pretty well.

Can someone provide some insight in the matter?

Thank you.

 

[eddv123]

Firstly Citrix, 3CX Server offers Citrix support, but make sure if you are using clients that they are controlled remotely by an IP Phone as this is the only supported method

The main problem is the virtual audio device and how well that works.

You will see (as per the v16 launch party yesterday) that they are making a lot of improvements on the CRM integration side of things, I would do some investigation into this to see what these benefits will be.

Which VoIP provider are you looking to use ? methods for setup may differ slightly so lets be clear firstly.
There are 2 types of VoIP provider mainly - IP Authenticated and Registration based.

Are you talking about using your RDS as a proxy for VoIP traffic ?

 

[Srdan]

Currently we have 3CX Client installed on the RDS. I don't know what you mean with the control of the IP phone... how can I check that if that's currently the case?

I measured latency now, and we have about 15ms to our RDS server in Germany with our current DSL connection. However, I can't know how good the virtual audio device is going to work, or?

There is an integration with our software. It's officially available from 3CX. We are going to look into v16.

We are looking to you Austrian provider Hostprofis, that's the provider that we are currently with for our ISDN solution. They are officially supported by 3CX.

Not sure about proxy. All we really want is 3CX to communicated fully with our software, and our desk phones should show in full extent what 3CX is providing - ideally would like to see the numer and the name of the caller, if the numer is in our software (and of course, if that's supported by the integration).

 

[eddv123]

I don't know what you mean with the control of the IP phone.

This means CTI mode, where you have the client and IP phone working in conjunction with one another, client only mode is not supported or recommended.

They are officially supported by 3CX.

Good that they are supported.

Hostprofis are a registration based provider which I personally find more flexible. So a registration request would come from the provider platform to your PBX, what I am trying to grasp is the route that this registration (and calls) would take - direct or via anything.

 

[Srdan]

I've talked in the meantime with couple of professionals, and if I understand it correctly, we can implement VOIP instead of ISDN, without changing much. But, we still cannot implement caller-id in 3CX.

Let me ask something else:
When it comes to reading caller-id out of CRM (3CX Integration with our software), where does 3CX read the data from? Does 3CX-Server do an ldap query in our software? Or does the client do that? Because I would strongly think it's the first thing.
And if that's correct, then it's sure that we cannot implement caller-id with 3CX, at all. Since our Site-2-Site tunnel blocks ldap-queries, and it won't be opened. Also there is no chance to install 3CX-Server in the datacenter where our RDS reside.

But all that doesn't matter if we only keep the current functionality (as in click the number in the software, and 3CX automatically dials).

In this case, my understanding is we could easily change to a SIP-Trunk without much trouble, and everything would work like now.

 

[eddv123]

we can implement VOIP instead of ISDN

Correct, VoIP/SIP trunks use the Internet line so you require no additional hardware - simply remove your ISDN gateway, cancel your contract and setup with a VoIP provider (as you seem to be in the process of doing).

The ITSP will simply send you (if using a registration based trunk) a username, password and server address or domain name to register to.

 

[Srdan]

Excellent. Then that will be the next step.

What about the caller-id thing? How does 3CX communicate with data in our software?

 

[eddv123]

3CX does support LDAP yes: https://www.3cx.com/docs/manual/pbx-crm-integration/

 

[Srdan]

Unfortunately, in the meantime I found out that we have a severe limitation with our 3CX system (mind that I didn't install the system). As we have a site-to-site VPN tunnel in place, our data center doesn't allow LDAP over VPN, neither it allows VOIP over VPN. So, we are severly limited when it comes to the functionality of our software with 3CX.
It's only possible for 3CX to call the number when we click it in our software, but beyond that nothing will be ever possible. We will either have to switch software (there are alternatives), or just stay with this.

 

[eddv123]

or change data centre to someone who supports what you need - I use Virtual 1 and it gives full functionality.

 

[Srdan]

Not possible. The data center is our own company.