Manual3CX Phone System for WindowsVersion 10.0

Copyright 2006-2011, 3CX ltd.http://www.3cx.comE-mail: [email protected] in this document is subject to change without notice. Companies’ names and dataused in examples herein are fictitious unless otherwise noted. No part of this document may bereproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose,without the express written permission of 3CX Ltd.3CX Phone System for Windows is copyright of 3CX Ltd.3CX is a registered trademark, and 3CX Phone System for Windows and the 3CX logo aretrademarks of 3CX Ltd. in Europe, the United States and other countries.Version 10.0 – Last updated 17 March 2011

Table of Contents1. Introduction to 3CX Phone System for Windows. 9What is 3CX Phone System for Windows? . 9Benefits of 3CX Phone System . 9How an IP Phone system works. 10SIP phones . 11Software based SIP phones. 11Hardware based SIP Phones . 11Smartphones (iPhone, Android, Windows Phone). 123CX Phone System editions. 12What’s new in 3CX Phone System V10? . 12All versions . 12Small Business, Pro and Enterprise editions . 13Call Center Edition. 133CX Training. 143CX Help/Support pages . 143CX Blog. 142. Installing 3CX Phone System for Windows . 15System requirements. 15Run set-up . 15Run the 3CX Phone System configuration wizard . 16Upgrading from a previous version of 3CX Phone System . 17Activating 3CX Phone System. 17Firewall configuration. 183CX Phone System behind a NAT / firewall. 18The 3CX Extension user manual. 19The 3CX MyPhone . 19System prompts language . 193. Creating Extensions. 21Introduction . 21Adding Extensions . 21User and Authentication information . 22Voice mail options . 22Forwarding rules. 22

Importing extensions. 234. Phone Configuration . 25Introduction . 25How provisioning works . 25Provisioning Yealink, Tiptel and Grandstream phones . 25Provisioning 3CXPhone for Windows, iPhone and Android . 26Provisioning Cisco, Grandstream, Polycom, Snom and Aastra phones . 27Step 1 – Configuring the extensions for provisioning. 27Step 2 – Configure the phone to retrieve the configuration file . 27One time configuration via the phone’s web interface . 27Using option 66 in your DHCP server . 28Provisioning URL. 28BLF fields. 28Phone provisioning templates . 29Re-provisioning the phones. 29Managing your IP phones. 30Updating the firmware on your phones. 305. Adding PSTN line(s) via a VOIP Gateway. 33Introduction . 33What is a VoIP Gateway or VoIP add in card? . 33What is a port? . 33Use recommended VoIP Gateways . 33For ISDN BRI and E1 lines. 33For Analog lines. 34For T1 lines (USA). 34Step 1: Create the PSTN gateways in 3CX Phone System . 34Step 2: Configure the VoIP gateway . 36Beronet gateways. 36Patton gateways . 36Grandstream gateways . 366. Adding VoIP provider lines . 37Introduction . 37Requirements for using a VOIP provider. 37Step 1: Create an account with a VOIP Provider . 37Step 2: Add the VoIP provider account in 3CX Phone System . 37

Specifying a STUN server . 39DID’s and VoIP providers . 397. Creating Outbound Call Rules . 41Introduction . 41Creating an outbound call rule. 418. 3CX MyPhone. 43Introduction . 43Deploying 3CX MyPhone . 44Updating 3CX MyPhone . 44Using 3CX MyPhone . 44Grouping & Assigning Rights. 44The Management Extension group . 46Configuring additional connections. 469. The Digital Receptionist / Auto attendant . 47Introduction . 47Recording a menu prompt . 47Creating a digital receptionist . 47Allowing callers to dial a known extension directly. 48Call By Name. 49Self-identification Message . 49How it works . 4910. Adding DID numbers / Inbound Rules . 51Introduction . 51DID numbers and 3CX Phone System – How it works . 51Adding DID’s. 52Using DID’s with a VoIP provider account. 53Troubleshooting DID lines . 5311. Ring groups/ Paging / Intercom . 55Ring Groups. 55Paging / Intercom (Paid editions only). 5612 Call Queues . 57Introduction . 57Creating a Call Queue . 57Call Center Module . 58Additional Queue Strategies. 58

Additional Queue Options . 5913. Call conferencing . 61Introduction . 61Configuring conferencing. 61Creating a call conference . 6114. Generating Call Reports . 63Introduction . 63Reports available . 6315. Connecting 3CX Phone Systems . 65Introduction . 65Creating a bridge . 65Calling a party on the other 3CX Phone System. 6816. Using the tunnel for remote extensions . 69Introduction . 69How it works . 69Configuring the tunnel. 69Step 1 – Configure the PBX . 69Step 2 – Configure the Firewall . 70Step 3a Configure 3CXPhone for Windows (provisioned) . 70Step 3b Configure 3CXPhone for Windows (Manual). 71More information. 72Using the tunnel with IP hard phones. 7217. Backup and Restore . 73Introduction . 73Scheduling a backup . 7318. Fax server . 75Introduction . 75Fax receiving configuration. 75Fax machines node . 76Fax extension settings. 7619. The Phonebook. 77Introduction . 77Company phonebook. 77Importing Phonebook entries . 77Using the Phonebook . 78

20. Monitoring your Phone System. 79Introduction . 79Things to monitor . 79Systems extensions status. 793CX services . 80Server Event Log. 80Monitor IP’s of gateways and phone system. 8121. Troubleshooting & Support . 83Introduction . 83Training Video . 83Check that IP Phones are registered. 83Review the Server status log. 83Troubleshooting the PSTN Interface . 84Configuration guides. 84Knowledge base / Help / Support page . 843CX Phone System Blog . 853CX Facebook page . 85Online training. 85Community Support forums . 85Request support via our support system . 85Index . 87

3CX Phone System for Windows System for Windowswww.3cx.com1. Introduction to 3CX Phone System for WindowsWhat is 3CX Phone System for Windows?3CX Phone System is a software-based IP PBX that replaces a traditional PBX and deliversemployees the ability to make, receive and transfer calls. The IP PBX supports all traditional PBXfeatures. An IP PBX is also referred to as a VOIP Phone System, IP PABX or SIP server.Calls are sent as data packets over the computer data network instead of via the traditional phonenetwork. Phones share the network with computers and separate phone wiring can therefore beeliminated.With the use of a VOIP gateway, you can connect existing phone lines to the IP PBX and makeand receive phone calls via a regular PSTN line. 3CX phone system uses standard SIP softwareor hardware phones, and provides internal call switching, as well as outbound or inbound callingvia the standard phone network or via a VOIP service.Benefits of 3CX Phone SystemMuch easier to install & configure then a proprietary phone system:A software program running on a computer can take advantage of the advanced processing powerof the computer and user interface of Windows. Anyone with an understanding of computernetworks and windows can install and configure the PBX. A proprietary phone system oftenrequires an installer trained on that particular proprietary phone system.Easier to manage3CX Phone System has an easy to use web based configuration interface, allowing you to easilymaintain and fine tune your phone system. Proprietary phone systems often have difficult to useinterfaces which are designed to allow only phone system installers to use it effectively.Call cost reduction:You can save substantially by using a VOIP service provider for long distance or internationalcalls. Easily connect phone systems between offices/branches and remote workers via the Internetor WAN and make free phone calls.No need for separate phone wiring – use computer network:A VOIP phone system allows you to connect hardware phones directly to a standard computernetwork port (which it can share with the adjacent computer). Software phones can be installeddirectly onto the PC. This means that you do not need to install & maintain a separate wiringnetwork for the phone system, giving you much greater flexibility to add users/extensions. If youare moving into an office and have not yet installed phone wiring, you can save significantly by justinstalling a computer network.No vendor lock-in:VOIP phone systems are open standard – all modern IP PBX systems use SIP as a protocol. Thismeans that you can use almost any SIP VOIP phone or VOIP gateway hardware. In contrast, aproprietary phone system often requires proprietary phones, designed specifically for that phonesystem and proprietary expansion modules to add features and lines.Scalable:Page 9

3CX Phone System for Windows System for Windowswww.3cx.comProprietary systems are easy to outgrow: Adding more phone lines or extensions often requiresexpensive hardware upgrades. In some cases you need an entirely new phone system. Not sowith a VOIP phone system: a standard computer can easily handle a large number of phone linesand extensions – just add more phones to your network to expand!Better customer service & productivity:Because calls are computer based, it is much easier for developers to integrate with businessapplications. For example: an incoming call can automatically bring up the customer record of thecaller, dramatically improving customer service and cutting cost. Outbound calls can be placeddirectly from Outlook, removing the need for the user to type in the phone number.Web based Switchboard makes phones easier to use:It is often difficult to use advanced phone system features such as conferencing, call recording andcall transfer on proprietary phones. Not so with 3CX – via the web based user portal 3CXMyPhone - all actions are easily performed from a user friendly GUI.More features included as standard:Because 3CX Phone System is software based, it is easier and more cost effective for 3CX toimprove feature sets and performance. 3CX Phone Systems come with a rich feature set, includingauto attendant, voice mail, call queuing, call conferencing and more. These options are often veryexpensive in proprietary systems.Better control via better reporting:VOIP settings store inbound and outbound call information in a database on your server, allowingfor much more powerful reporting of call costs and call traffic.3CX MyPhone shows extension and line status:Proprietary systems often require expensive ‘system’ phones to get an idea what is going on inyour phone system. Even then, status information is cryptic at best. With 3CX Phone System, the3CX MyPhone user portal shows users clearly which users are available to take calls (presence).Management can see whether customers are being serviced in a timely fashion.Teleworking / Remote use via Smartphones:With the use of 3CXPhone for Windows, Android and iPhone, extension users can take andmake calls via the company phone system from anywhere using their smartphone orlaptop.How an IP Phone system worksA VOIP Phone System, also referred to as an IP PBX, consists of one or more SIP standard basedphones an IP PBX server and optionally a VOIP Gateway. The IP PBX server is similar to a proxyserver: SIP clients, being either soft phones or hardware based phones, register with the IP PBXserver, and when they wish to make a call they ask the IP PBX to establish the connection. The IPPBX has a directory of all phones/users and their corresponding sip address and thus is able toconnect an internal call or route an external call via either a VOIP gateway or a VOIP serviceprovider.Page 10

3CX Phone System for Windows System for Windowswww.3cx.comFigure 1 - VOIP Phone System OverviewThe image illustrates how an IP PBX integrates on the network and how it uses the PSTN orInternet to connect calls.SIP phonesA VOIP phone system requires the use of SIP phones. These phones are based on the SessionInitiation Protocol (SIP), an industry standard to which all modern IP PBXs adhere. The SIPprotocol defines how calls should be established and is specified in RFC 3261. Because of SIP, itis possible to mix and match IP PBX software, phones and gateways. This protects yourinvestment in the phone hardware. SIP phones are available in several versions/types:Software based SIP phonesA software based SIP phone is a program which makes use of your computers microphone andspeakers, or an attached he

What is 3CX Phone System for Windows? 3CX Phone System is a software-based IP PBX that replaces a traditional PBX and delivers employees the ability to make, receive and transfer calls. The IP PBX supports all traditional PBX features. An IP PBX is also r