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Extension Management

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Extension Management

Introduction

General

Voice Mail

Forwarding Rules

Phone Provisioning

BLF

Options

Rights

Delegating Extension Management

Granting Granular Access

Managing the 3CX clients

Integration

See Also

Introduction

The Extensions screens allows you to create and manage Extensions. To manage extensions:

  • Go the Extensions node in the 3CX Management Console.
  • Click on Add to create a new extension or
  • Double click on an existing extension to edit an extension.
  • Once you create an extension, a welcome email will be sent to the email of the new extension. This welcome email contains important information such as where to download the clients, as well as an attachment which auto provisions the clients.

General

In the User Information section you can enter the first name, last name, the email address, the mobile as well as the outbound caller ID of the user. The email address is used to send links to the clients, manual links, voice mail PIN as well as a configuration file to automatically provision the clients.

The authentication ID and password are auto generated, however they can be altered as needed. If you change the credentials, the phone will re-provision with the new authentication details automatically (provided the phone is auto provisioned by 3CX).

In the Direct Inbound Dialing (DID) section, select a DID that the user might have.

In addition, you can specify a friendly personal meeting room name. Contacts may visit this URL from any WebRTC capable open standards browser (Chrome, Firefox) to setup an adhoc webmeeting or simple inbound call. The inbound call can then be elevated to a webmeeting at any point (Call functionality available in Q3/16).

Voice Mail

The Voice Mail tab allows you to configure the extension’s voice mail preferences including the voicemail PIN number for authentication, enable/disable PIN Authentication, play Caller ID, and if you want 3CX Phone System to read out the Caller ID and the Date / Time of when the message was received. You can also choose to send an email notification. This can be configured to contain the voicemail message, and also delete the message from the server freeing up space.

The Manage Voicemail Greetings section allows you to configure and manage your voicemail greetings:

  • Add new – Add a new greeting from a pre-recorded .wav file.
  • Record from phone – Record a new greeting file from your phone.
  • Manage – Manage your greetings.

Forwarding Rules

Each extension can have a set of call forwarding rules that define what 3CX Phone System should do when the extension user is unable to take an incoming call. This can be configured based on:

  • The user’s status.
  • The time.
  • The caller ID.
  • Whether the call is an internal or external call.

Each status requires a call forwarding rule. For example, if the user is unable to take a call whilst their status is Available, you can forward the call to voicemail, whilst if the status is set to Do Not Disturb (DND) you could forward it to their mobile.

The following options are available per status:

  • Ring my mobile simultaneously
  • Accept multiple calls
  • Logout from queues – Automatically logs the user out from queues. IMPORTANT - this will automatically log you out or in from the queue based on a presence change and effectively render the separate Login / Logout button redundant. The status will override this function and log you back in once you set it back to available. Agents must use presence rather than login / logout button if this option is enabled.
  • Accept calls from Ring Groups
  • Forward Internal and/or External calls to:
  • Voice Mail,
  • Extension’s Voice Mail,
  • Mobile,
  • Extension,
  • Number,
  • End call.

Call forwarding can be configured by the administrator using the 3CX Management Console or by the user from the 3CX client. Instructions on how to configure call forwarding for an extension can be found on the Configuring Forwarding Rules user manual page.

The Auto Switch Status feature allows a user’s status to be changed to available based on global office hours or specific office hours. To enable tick the option. To configure custom office hours and break times, click Configure. Outside of office hours the extension will be switched to “Do Not Disturb.” During Break the extension will be switched to “Away.”

With the Exceptions feature you can create exceptions for particular numbers. Insert the Caller ID for which the exception rule will apply, select the time frame from the Received During drop down menu and then choose the desired action from the Forward To menu.

Phone Provisioning

The Phone Provisioning tab allows you to add or edit settings of phones linked to this extension. The management of IP phone settings is discussed in Configuring IP Phones using provisioning. The management of 3CX client settings is discussed in Configuring the 3CX Clients.”

BLF

You can configure the BLF lights on an IP Phone as well as the 3CX client from this page. Match a BLF button with an extension, so that this button will show the status of that extension. The number of available BLF buttons varies per phone. In the 3CX client it is 28 by default (expandable).

You can also link BLF buttons to a shared parking place or a speed dial. This allows users to easily park or unpark calls by pressing the assigned BLF button. The following options are available for BLFs:

  • BLF - shows presence of another extension.
  • Speed Dial - link to a phone number for easy calling.
  • Custom Speed Dial.
  • Shared parking.
  • Agent Login /Logout.
  • Change status.

Options

The options tab allows you to set advanced options.

Restrictions

The restrictions sections allows you to configure what the extension is allowed to do.

  • Disable Extension – Disables extension.
  • Disable External Calls – Disallows any external calls from the extension.
  • Enable PIN Protect - You can configure an extension to allow outbound calls only after they enter a PIN. To unlock the extension, the user dials 777 followed by the PIN and a #. The PBX will inform the user that access has been granted. The user can then proceed to dial the desired external number.
  • Disallow use of extension outside the LAN – Blocks any registrations from outside of the network. This setting applies to IP phones.
  • Block remote tunnel connections – Blocks the extension from being registered outside of the network, even if it uses the tunnel feature (which is seen as a local registration).
  • Block outbound calls outside office hours.

Options

The options section allows you to configure general options:

  • Record all calls – Records all calls for this extension.
  • Screen calls – Use ONLY for the Rebound feature. Will prompt the user for a name and play the name to the called party so that the person may decide to take the call or not.
  • Send email notification on missed call – Triggers an email for each missed call.
  • Do not show extension in 3CX company phonebook – Removes extension from the phonebook.
  •  Allow user to organize 3CX Webmeeting Video Conferences.
  • SIP ID - set a SIP ID for this extension

Rights

The Rights tab allows you to configure an extension’s rights in a particular group. The groups of which the extension is a member of appear in the Group Membership drop down. To configure the rights of the extension:

  1. Select the group for which you want to configure the extensions rights.
  2. Select what role the extension should have within that group.
  3. You can modify the extension’s rights for that group by ticking the options.
  • Can see group members – Allows the user to see all group members presence.
  • Can see group calls – Allows the user to see calls made by group members.
  • Show presence to group members – Shows the user’s presence to group members.
  • Show calls to group members – Shows user’s calls to group members.
  • Perform operations (divert, transfer, take) on any active call to group members.
  • Can Barge in, listen or whisper – Can barge in to calls made by group members.
  • Can Intercom – Allows the user to intercom other extensions.
  • Can Park calls – Allows the user to park calls so that other users can pick them up.
  • Can control IVR – Allows user to control the IVR.
  • Can manage the Company Phonebook – Allows the user to add/ edit/ delete contacts from the Company Phonebook via the 3CX client for Windows.
  1. Click OK to apply the chosen rights. A restart of the configured extensions 3CX client is needed for the changes to take effect.

Delegating Extension Management

Depending on the size of your company, you will have a varying number of admin staff. Small companies invariably have one admin, SME businesses usually require one admin and an assistant, while enterprises may require a team of support admins. It’s not possible to give full credentials to every admin claimant, regardless of job title. Though, by delegating certain extension rights, admin assistants or juniors with partial access can help admin managers with the workload. Furthermore, users, such as Sales Managers, can be delegated extension rights too.

3CX allows you to delegate extension management tasks, enabling department heads to determine the level of access permitted to team members without any manual, day-to-day supervision. The tool helps staff directly access what they need without having to ask for it from admin. This increases speed, efficiency and lightens the load for the admin team.

Granting Granular Access

To configure an employee’s extensions rights, do the following:

Go to the management console and select the extension you want to give rights to. Click edit > Rights

Scroll down to the section and enable the option “Allow access to 3CX Management Console”.

In the Extensions Management group box select the level of management you want to grant:

  • Manage own extension – Allows editing of the user’s own extension only.
  • Manage extensions in groups you are part of - The user can edit his/her own extension and those users that are in the same group. Useful for team leaders, regional sales managers, and group members.
  • Manage all extensions – All extensions will be available for editing. This is useful for Administrators and technical support staff members.

The “System Management” section allows the admin to configure what the user can see and edit. The following options are available:

  • Administer SIP Trunks – For SIP Trunk Web Provider Specialists. Responsible for the settings of the company’s virtual lines.
  • General System Administration – The ability to change the general settings.
  • Generate call reports – The ability to access a list of past call recordings. Reports include information such as call types (location, private or business numbers etc.) and call costs.
  • If you want the user to be able to download the call recordings from the generated report, enable “Allow downloads of call recordings”

Note: To become a full System Admin the right to manage all extensions must be given in order to see all configuration notes. For example, inbound rules contain information of users and is locked if the user can not see all extensions.

Managing the 3CX clients

You can configure what options are available in the 3CX client per extension from the extension configuration:

  1. In the 3CX management console, go to the “Extensions” node.
  2. Select the extension  and click Edit.
  3. Go to the “Phone Provisioning” tab and select the 3CX client from the “Your phones” drop down.
  4. Now you can configure the options explained below.
  5. Click OK when done.

Network

  • Network interface for registration and provisioning - Select on which network the client connects in case your server has multiple network cards.
  • SIP Transport - Select preferred SIP transport.
  • RTP Mode - Select whether to encrypt traffic or not (only works with other 3CX Clients at present).
  • DTMF Mode - Select how to detect DTMF, leave default.
  • Enable PUSH for smartphones - send push requests to this extension.
  • Re-provision phone on Startup - By default, Windows, Mac and Android clients will apply settings on next startup.
  • Use 3CX Tunnel for remote connections - Configures 3CX client 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.

Preferences

  • Default View - Softphone (dial pad) or Unified Comms (presence).
  • Call Control - Softphone or IP Phone (CTI).

Access

  • Block use of 3CX client - Removes the user's ability to use 3CX client.
  • Hide Forwarding Rules - Removes the user's ability to configure his/her forwarding rules. These options will only be available from within the 3CX Management Console.
  • Show Call Recordings  - Allows users to see their call recordings.
  • Allow Deletion of Recordings - Allows users to delete call recordings.

Codecs

  • Select Codec Priority.

Integration

3CX allows you to integrate with many popular CRM and Helpdesk systems out of the box. Furthermore you can create your own integrations easily using the scripting module. The Integration feature requires the PRO edition. To install an integration, simply click enable and select the integration you want to make available. You can download more integrations as they come available from within the Updates section.

See Also

* FreePBX® / Asterisk® is a Registered Trademark of Sangoma Technologies. This trademark is not affiliated with 3CX, its products, or its websites. Sangoma Technologies is not the source of, and does not sponsor or endorse, the products/services promoted here. 3CX is not associated with or sponsored by Sangoma Technologies. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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