Managing your Phone System
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3CX Phone System has been designed to require a minimum of management and monitoring. For this purpose we have created a dashboard with key information, as well as an alert system that will send you email notifications for important events occurring. 3CX can easily be updated and upgraded and has extensive logging for troubleshooting purposes.
Managing 3CX couldn’t be easier using the new management console dashboard page. The dashboard page shows all key information and health status about your system in one easy to understand page, grouped by “System Status,” “PBX Status” and “Information.”
This section shows key information about the health of the computer system on which 3CX is running:
- The graphs shows processor usage over time. Spikes are normal, however if the indicator is frequently above 70% over a continued period of time, then your system is underpowered and you need to upgrade.
- Disk usage - Ensure you have enough for call recordings and logs.
- Memory usage.
- Performance is the current processor usage.
The “PBX Status” section shows you details on the status of your 3CX installation on this system:
- Trunks Up - Shows number of trunks registered versus configured.
- Extensions Up - Shows number of extensions active versus configured.
- Number of calls in use - Shows number of calls currently in use versus licensed.
- Blacklisted IPs - Shows IPs that have been blacklisted because of too many authentication attempts.
- Event Log - Allows you to purge the event log.
- Call History - Shows amount of data used by call history.
- Chat logs - Enable or disable chat logs.
- Automatic Backups - Displays whether you have automatic backup configured.
- Firewall Checker - Shows whether firewall checker was run and its result.
- Services - Green if all 3CX Services are running; red if one or more is down. Click to see which.
- System Extensions - Green if all system extensions are registered, red if some are not.
- FQDN - shows FQDN used by system.
- IP - shows public IP of 3CX System.
- PUSH Account - Default or own account - we recommend changing this to your own google account for security purposes. Read how here.
- Webmeeting FQDN - Shows FQDN for Web meetings.
- Webmeeting MCU - Shows the default MCU; ensure its configured to your region.
- Licence - Shows whether licence is activated, to which edition and version number.
- Maintenance - Shows when your maintenance expires.
- Sim Calls - Maximum number of licensed calls.
- Sim Meeting Participants - Maximum number of licensed conference participants.
- Outbound Rules - At least one or more outbound rules are required to make calls.
The Event log is an important section in your dashboard, showing you critical events about your system, requiring you to take note or immediate action. The following server events are posted to the log when:
- A person dialing the emergency number (ID 4099).
- Changes are made to the status of a SIP Trunk (ID 4100).
- A trunk failover occurs, i.e. the backup rule is triggered (ID 12289).
- A trunk or VoIP Provider account responds with an error code (ID 12294) - This could happen if your account is inactive or reached the credit limit.
- Upon registration or unregistering of an IP Phone (ID 4101).
- The licence limit has been reached (ID 8193). The 3CX licence limit on concurrent calls. If this event occurs frequently you should consider upgrading your licence.
- An IP is blacklisted (ID 12290) – This can happen if an IP has reached the maximum number of failed authentication attempts. Frequently this points to a hacking attempt.
- An IP is blacklisted because of too many requests (ID 12292) – This happens if the web server anti-hacking module blocks an IP because of too many requests.
- A call back request is triggered by the queue module (ID 102).
- Failure of a DNS resolution - (ID 12293) - This event occurs when the remote VoIP Provider could not be contacted. This could occur when your internet connection is down or the specified IP or FQDN for the VoIP Provider is incorrect or down.
- Failure of resolving an IP via STUN (ID 12295) – This happens when the STUN server is down. This event will also be triggered when the internet goes down.
You can configure email alerts to be sent to you for critical events from the “Settings” > “Email” > “Notifications” tab.
3CX includes a powerful update system that allows you to easily keep your system up to date. Updates are downloaded securely from 3CX Servers and divided into the following sections:
- Updates - Updates to core 3CX Services.
- 3CX Clients - Updates to 3CX clients.
- Phone Templates - Updates to the provisioning templates.
- VoIP Gateway - Updates to VoIP gateway provisioning templates.
- SIP Trunks - New or updated configuration templates for VoIP Providers.
- Other - All other updates including CTI and certificates.
New certified firmwares for supported phones present on your network are downloaded automatically but not applied. Language pack updates, prompt sets and new integrations are now updated from their respective section in the settings node. To update, simply select which you wish to download and update.
To minimize actions required to keep your system up to date, 3CX has an auto update features. Auto update will update 3CX on a given time and day to the latest release version. The following components are updated automatically:
- 3CX Phone System updates (only Release versions)
- 3CX client updates (Windows and Mac OS)
- iOS Push Certificate Updates
- PSTN gateway templates
- VoIP provider templates
- For Debian OS based installs, you can enable automatic installation of Debian security updates.
3CX will release beta versions of all its updates to allow you to test prior to installation. The betas are not automatically installed but will show up in “Updates” so that you may elect to install them. These beta updates are recommended for test installations and are supported via the ticket system only. When a beta update is installed, 3CX can only have further betas installed once the beta has been released and your system updated. Backups of systems running a beta update can not be restored on an older release version!
To troubleshoot the 3CX Phone System you can use the “Activity Log.” It shows the activity of the server, and logs potential reasons for error conditions. The “Activity Log” allows you to easily filter based on an extension, or a particular call. In addition, you can filter the logging by date and time.
Click the “Settings” button to enable verbose logging which will show whole SIP messages and debug information. You can also configure how many days to keep backup logs. Note that verbose logging consumes a lot of disk space and uses more processing power. It is important to change the level back to low or medium after the troubleshooting session is complete.
- See here how to manage your IP Phones and clients.
- See how to use the Activity Log to identify why a call is not reaching its destination
- See our support procedure for troubleshooting remote extensions.
- Watch the 3CX Online Training: 3CX Advanced Training: 7. Basic troubleshooting video to assist you to identify and resolve issues.