Configuring the Clients – 3CXPhone
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3CXPhone is a softphone & client that allows users to easily manage their extension with a few mouse clicks – rather than via a cryptic and limited hardware phone interface. 3CXPhone can work alongside an existing supported IP phone or you can use the inbuilt softphone. 3CXPhone is available for multiple platforms including Windows, Android, iOS and Mac.
3CXPhone provides the following functions:
- Call Pop-up – Upon receiving a call, 3CXPhone will allow you to answer or reject the call, transfer the call to another person or to voice mail - with a single mouse click or by using drag and drop.
- Easy Call Transfer / Park – Transfer or park a call with a mouse click or via drag and drop, no need to learn dial codes or call transfer procedures on a phone.
- Presence – View statuses of other extensions and avoid unnecessary calls.
- Click to Call – Colleagues, numbers in web pages or contacts in CRM software.
- Hot key Dialling – Place/control calls using configurable keyboard shortcuts.
- Queue Monitoring – View the status of queues that you are a member of or a manager.
- Call Monitoring - See callers waiting in queue and be able to pick up a call.
- Text Chat – Message other users one to one or create multi user chat.
- Record Calls – You can record a call by clicking the record button.
- Phonebook – 3CXPhone provides easy access to the company and personal phonebooks.
Softphone or CTI Mode
3CXPhone can run in two different modes:
- Softphone Mode (All platforms) – Allows you to make and receive calls on your computer or mobile device without using a deskphone. It uses a built in SIP engine to place the calls and uses the device’s microphone and speakers. In softphone mode 3CXPhone can handle up to 5 simultaneous calls and supports blind and attended transfer.
- CTI Mode (3CXPhone for Windows only) – Allows you to control your hardware IP phone from your Windows desktop with a few mouse clicks. When in CTI Mode 3CXPhone can handle one simultaneous call and supports blind and attended transfer. In this mode, HTTP commands are sent directly to the IP phone that is registered to the extension to control the functionality of the phone. When in CTI mode you will see the number you are attempting to dial on the IP phone’s display and hear the standard ringback tones.
- To use CTI Mode, you should make sure that in your “Extensions” node “Extension settings” > “Forwarding rules” > “Available” tab, the option “I want to be able to accept more than one call at the same time” is not enabled.
- CTI Mode can only be used on the local LAN where 3CX is installed.
If your IP phone does not support CTI, then the CTI Mode will use the so called “MakeCall” functionality. The most noticeable difference between CTI and “MakeCall” mode is shown when starting a call from call history entries. When you start a call using “MakeCall” the desktop IP phone will be called from 3CX Phone System and on the phone’s display you will see “MakeCall”. After you pick up the handset the call will be placed on hold and a call to the destination is made from 3CX Phone System. Once the receiving end answers the call, music on hold will stop and the call will connect to the callee.
Step 1: Configure PUSH
3CXPhone uses PUSH technology to wake up the smartphone when a call is received. This does not require the user to keep the phone active and the 3CXPhone client turned on to be able to receive calls – the phone can go to sleep to save battery life. PUSH is also required for reliable operation of the smartphone clients. When extensions are created they are enabled for push notifications by default. You will just need to configure Google Push Servers and open the appropriate ports on your firewall for Google Push and Apple Push to function correctly.
Note: Be sure to configure Google Push before sending out the welcome emails for Android users!
Apple Push is automatically enabled. The PBX server needs to be able to communicate with Apple APN’s on certain ports. To send and receive push notifications you will need to open the ports described in the Apple push section of the Firewall Configuration guide.
Step 2: Install 3CXPhone
3CXPhone is installed via the Apple App Store for iOS devices, Google Play for Android devices, as a DMG file for Mac OS or an MSI file for Windows. The installation links are sent in the user's welcome email together with the configuration file as an attachment. For easy reference:
- Windows: Download 3CXPhone for Windows as an MSI file.
- Android: Download the Android Client from the Google Play Store.
- iOS: Download the iOS Client from the Apple App store.
- MAC: Download 3CXPhone for Mac as a DMG file.
Step 3: Configure Using the Email Attachment
After the user has installed the corresponding 3CXPhone version, it must be provisioned with the user’s extension settings. To do this, ask the user to:
- Ensure the app or application has been installed.
- Open up the welcome email.
- Double-click or tap on the attachment. If you are asked what application can open this attachment select 3CXPhone 14. The 3CXPhone client will then automatically configure itself and connect to 3CX Phone System.
The welcome email is sent automatically when the extension is created. To resend it:
- Log in to the 3CX Management Console and go to the “Extensions” node.
- Select the extension and click the “Send Welcome Email” button at the top toolbar.
- An email will be sent to the extension’s configured email address along with an attachment for auto-provisioning.
The administrator can control what configuration options are available in 3CXPhone per extension from “Extensions” node > “Edit Extension” > “3CXPhone” tab.
From here you can configure:
- Disallow use of 3CXPhone- Removes the user's ability to use 3CXPhone.
- Hide the Forwarding Rules - Removes the user's ability to configure his/her forwarding rules from within the 3CXPhone client. These options will only be available from within the 3CX Management Console.
- Show Call Recordings / Allow Deletion of Recordings - Adds the management of call recordings, allowing the user to manage their call recordings.
- Configure default phone mode to use in the 3CXPhone for Windows - Configure which phone mode (Softphone or CTI) must be used by default.
- Default Startup Screen - Sets the default appearance of the phone to the dial pad or the presence screen.
- Use 3CX Tunnel for remote connections - Configures 3CXPhone to use the 3CX Tunnel for the “Out of Office” connection to 3CX Phone System rather than connecting directly via STUN/SIP port of the pbx.
3CXPhone for Windows, Mac, iOS and Android have the ability to reprovision automatically. By default, Windows, Mac and Android clients will retrieve their configuration file every time they are started. This means that any setting you make in the management console will be applied at the next startup of the client.
The administrator can review all connected users that are using 3CXPhone from the 3CX Management Consoles’ “Phones” node. This shows all the users who are currently logged in and using 3CXPhone, including their IP and the client version/type they use. If the extension is not listed in the 3CXPhone Clients tab, the client is not currently connected.
Updating 3CXPhone for Windows and Mac
Updates to 3CXPhone for Windows and Mac are deployed automatically via the 3CX Phone System Server. When a new update is available on the 3CX Website, the 3CX Phone System Server downloads the update for 3CXPhone then notifies the users. If a user has an out-dated 3CXPhone, upon starting it they will be shown a message informing them that a new version is available:
Once the user accepts the update, the downloader will start and download the new installation of 3CXPhone. After the file has finished downloading, the new client will be installed automatically and 3CXPhone will restart on its own to complete
Updating 3CXPhone for iOS and Android
The Android and iOS clients update automatically through the Google Play store and the Apple App Store (depending on whether automatic update is activated) when they detect a newer version of the client online.
- Find out what IP phone CTI mode is.
- Learn how to configure Google Push here.
- See instruction on installing 3CXPhone for Windows, Android, iOS, Mac
- Supported Handsets and Devices.