User Guide. 3CX Enhanced Billing Codes. Version

Transcription

1 User Guide 3CX Enhanced Billing Codes Version

2 "Copyright VoIPTools, LLC " Information in this document is subject to change without notice. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission VoIPTools, LLC. Version Last updated May 18, P a g e

3 Table of Contents Table of Figures... 4 What is 3CX Enhanced Billing Codes?... 5 Why 3CX Enhanced Billing Codes?... 5 What are its features?... 5 Prerequisites... 7 Installation... 7 Download software... 7 Install Prerequisites... 7 Install 3CX Enhanced Billing Codes... 7 Register your License Key... 7 Step by step Installation Procedure... 8 Web Portal Login to Web Portal Administrator and Agent Privileges Licensing Call Log Export Call Log Owners Create Owner Edit Existing Owner Delete Existing Owner Accounts Create Account Code Delete Account Code Services Settings Global Addresses Add Address P a g e

4 Update Address Delete Address Configure Settings Configure Report Settings Reports Run Report Scenarios Scenario: 1 Run Report based on Time Range Scenario: 2 Run Report based on Time Range and Department Scenario: 3 Run Report based on Time Range and Account Code Scenario: 4 Run Report based on Time Range, Department and Account Code Export Report Call Flow Design Place a Call Support P a g e

5 Table of Figures Figure 1: VoIPTools 3CX Enhanced Billing Codes Setup Wizard... 9 Figure 2: Test VoIPTools 3CX Relay settings Figure 3: Configure Database Figure 4: Connection Properties Figure 5: Windows Authentication Figure 6: SQL Server Authentication Figure 7: Configure Database Figure 8: Alert Message Figure 9: Run Application Figure 10: 3CX Enhanced Billing Codes Web Portal Login Figure 11: Administrator Login view Figure 12: Agent Login view Figure 13: 3CX Enhanced Billing Codes Registration Figure 14: Call Log screen Figure 15: Owners screen Figure 16: Accounts screen Figure 17: Account Code Setting Updated - Warning Message Figure 18: Start/ Stop a service Figure 19: Configure Settings Figure 20: Reports Screen: Default View Figure 21: Retrieve Report Data on Time Range Figure 22: Retrieve Report Data on Time Range and Department Figure 23: Retrieve Report Data on Time Range and Account Code Figure 24: Retrieve Report Data on Time Range, Department and Account Code Figure 25: Sample CSV format Call Log Report Figure 26: Sample XLSX format Call Log Report Figure 27: Sample PDF format Call Log Report P a g e

6 What is 3CX Enhanced Billing Codes? If you are looking for an opportunity to enforce the use of account codes; or if you are needing to charge back the cost of calls to a specific department; or if you are looking for extra security then, 3CX Enhanced Billing Codes is the answer! Why 3CX Enhanced Billing Codes? You want 3CX Enhanced Billing Codes if you need to... Bill for your time Charge back for call costs to a department Place restrictions on permitted calls Increase security Monitor telecom costs 3CX allows you to optionally assign an account code when you place a call, but there is no verification that the account number exists or was typed correctly. If you forget to enter the account code before the call is placed, there is no way to assign an account to the call. What are its features? Guaranteed Synchronization When making external calls, staff must enter a customer/ account billing code to initiate the call, making it impossible to lose the call billing information. Automatic Data Storage All external calls are associated with a billing code. Upon completing a call, the information is be logged in a database for reporting. Simple Process To initiate an outbound call, you call extension 8 (for prompted guidance) or 9 for the streamlined process. When using the prompted extension, 3CX will ask for your account code and the number to dial. Dialing extension 9, you hear a beep letting you know the system is ready, then you type your account code followed by the desired phone number, and 3CX will initiate the call for you. Whether you use the prompted or streamlined version, the process is simple. Charge Back Call Costs Whether you are an attorney, consultant, or simply want to track the cost of calls by department, 3CX Enhanced Billing Codes enables you to keep track of outbound calls. You can even pre-assign a cost for each outbound call by country, area code, or even down to specific phone numbers. Reports will automatically calculate the duration and costs of calls greatly simplifying the invoicing/chargeback process. 5 P a g e

7 Restrict Calls Account Codes can also define restrictions on the types of calls permitted. For example, one account code could be used for a lobby phone to only permit calls to specific extensions. Another account code may restrict international calls to specific countries or specific phone numbers within that country. Account code restrictions will block calls if the phone number dialed is less than the minimum or more than the maximum number of permitted digits, or block calls starting with digits that match a list of specified prefixes (separated by a comma). A list of prefixes could include something like 801,004, Monitor Costs With 3CX Enhanced Billing Codes you now have greater visibility into the source of your telecom costs. Your outbound calls are logged automatically; enabling you to run enhanced billing code reports by account code, department, extension, date range and more. Knowing the source of telecom costs makes it possible to easily manage your costs. Increase Security 3CX Enhanced Billing Codes provides greater security. While 3CX can help restrict international calls by extension, if someone (cleaning crew for example) can gain access to the phone (extension) they can make unauthorized calls. With 3CX Enhanced Billing Codes you add an additional layer of security by also requiring an account code. Now security restrictions are not limited to extensions only. Easier Reporting Your outbound calls will be logged automatically, enabling you to run enhanced billing code reports by account code, department, extension, date range and more. Knowing the source of telecom costs will make it possible for you to easily manage your costs. 6 P a g e

8 Prerequisites Before installing 3CX Enhanced Billing Codes, you need to ensure that your computer meets the minimum requirements mentioned below: 3CX Pro Versions (Professional or Enterprise Version Only) Windows (64bit) Pro 7-10, or Windows Server Net 4.6 or above Microsoft SQL Server 2008 or above (including the free Express). SQL Authentication is recommended. Microsoft Internet Information Server VoIPToys License Key Installation Since the add-on 3CX Enhanced Billing Codes includes a CFD application, you will need to install either Pro or Enterprise version of 3CX When installing SQL Server, we recommend you install it in Mixed Mode to include SQL Authentication, and install SQL Management Studio When installing IIS, be sure to install Basic Authentication,.Net Extensibility, and ASP.Net 4.X Download software You can order 3CX Enhanced Billing Codes on-line as part of our Universal Subscription at Your order confirmation will include your license key and a link to download the software. Install Prerequisites There are a number of prerequisites that must be installed prior to installing 3CX Enhanced Billing Codes. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. Install 3CX Enhanced Billing Codes This User Guide contains step-by-step instructions to successfully install 3CX Enhanced Billing Codes. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXEnhancedBillingCodesInstaller.exe. Register your License Key You must register your license key to activate 3CX Enhanced Billing Codes. Your license key is included in your order confirmation , and can also be found in your order history on our website. 7 P a g e

9 Step by step Installation Procedure The following section guides you through a detailed walk-through of the installation process. Step 1: Download 3CX Enhanced Billing Codes You can check for the software download link included in your order confirmation . As an alternative, you can also find the link from your order history on our website. All VoIPTools Products and manuals can be downloaded from Your browser may remove the.zip extension: When downloading your software, your browser may strip the.zip extension from the file name. If needed, simply edit the file name to add the extension.zip. Step 2: Extract the installer from the downloaded.zip file The file you downloaded in the above step is a compressed.zip file. 1. Position the mouse on the zip file and right-click. 2. From the popup menu, select Extract All to extract the software. Step 3: Start the installation process 1. From the extracted folder, find the file 3CXEnhancedBillingCodesInstaller.exe 2. Double-click the file to start the VoIPToys Setup Wizard. 3. Click Next to continue. 8 P a g e

10 Figure 1: VoIPTools 3CX Enhanced Billing Codes Setup Wizard Special note for Multi-tenant installations: If you are installing 3CX Enhanced Billing Codes on a 3CX Cloud (Multi-tenant) server, an additional screen will display with a combo box containing a list of all installed tenants. Select the correct tenant and continue. If you are installing 3CX Enhanced Billing Codes on a separate server and pointing it to a 3CX Cloud server, you will need to tell the installer the name of the specific tenant desired. Start the installer from a command window and include an additional parameter: tenantname=<your-tenant-name>. Passing the tenant name to the installer will pre-fill the combo box with the correct tenant name. For example: 3CXEnhancedBillingCodes.exe tenantname=the3cxtenantname Step 4: Download the VoIPTools 3CX Relay (if required) 3CX permits one 3 rd party application to communicate with the 3CX server at a time. To overcome this limitation, VoIPTools created the 3CX Relay Service. The Relay is a lightweight application that is installed directly on the 3CX server. The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between by VoIPTools products and 3CX. The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet). 9 P a g e

11 1. If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server. 2. If you are installing 3CX Enhanced Billing Codes directly on the 3CX server (not recommended), you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions. If you have already installed the Relay, you need not install it again unless a newer version is required. Step 5: Test Relay Settings 1. In the Relay Services Host field, enter localhost if installing 3CX Enhanced Billing Codes on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server. 2. In the Relay Services Port field, enter the value as 8700 The default port number is 8700 but will likely be different in multi-tenant environment. You will need to open this port on your Windows firewall, or your edge firewall if 3CX is running on a remote server. 3. Click Test Relay Settings to confirm 3CX Enhanced Billing Codes can communicate with the Relay services running on the 3CX server. Figure 2: Test VoIPTools 3CX Relay settings 4. If 3CX Enhanced Billing Codes is able to successfully communicate with the Relay service running on the 3CX server, a Success message box will display. Click OK. 5. Click Next to continue the installation. 10 P a g e

12 Step: 6 Configure the database 1. When prompted for the database connection information, click the Configure button. Figure 3: Configure Database 2. In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is <your-server-name>\sqlexpress. If you want to use SQL Authentication, then install SQL Server in Mixed mode (recommended). If SQL Server is installed on a server other than the server where 3CX Enhanced Billing Codes is installed, you will need to configure SQL Server to allow remote connections. 11 P a g e

13 3. Enter the login credentials. Figure 4: Connection Properties a. We recommend using SQL Server Authentication. Select Use SQL Server Authentication, then enter the necessary login credentials. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password. The first time you install 3CX Enhanced Billing Codes, DO NOT enter a database name. Leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX Enhanced Billing Codes from a previous version, select the existing database from the list. b. If Windows integrated security is desired, select Use Windows Authentication. c. The VoIPTools Installer will create a local windows user named VoIPToys and will give sufficient rights to this user to create/ upgrade the SQL database. 12 P a g e

14 Figure 5: Windows Authentication d. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down. Figure 6: SQL Server Authentication 13 P a g e

15 4. Click Test Connection button 5. Click OK to close the test results dialog 6. Click Next to continue the installation The first time you install 3CX Enhanced Billing Codes, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX Enhanced Billing Codes from a previous version, select the existing database from the list. Figure 7: Configure Database 7. An alert message appears that suggests you to perform the installation only when you don t have any active calls running. a. Click OK if you don t have any active calls running to continue the installation. If there are any active calls running, and if you click OK, you may lose the calls. VoIPTools recommends you perform this install during a period of low or no important call activity. b. Click Cancel if you want to cancel the installation process and retry when you don t have any active calls running. 14 P a g e

16 Figure 8: Alert Message 3CX requires the Professional edition of 3CX or higher to use Voice Apps. 8. When the software installation is complete, click Close Figure 9: Run Application 15 P a g e

17 Web Portal To access the 3CX Enhanced Billing codes web portal, click the Web Portal desktop icon that was created during the installation process (3CX Enhanced Billing Codes web). Login to Web Portal When connecting to the web portal, you will be asked to provide login credentials. 1. In the Extension field, enter your 3CX extension number 2. In the PIN field, enter your 3CX Voic PIN 3. Click the Login button to login to your account Administrator and Agent Privileges Figure 10: 3CX Enhanced Billing Codes Web Portal Login Based on your privileges, you can login either as an Administrator or as an Agent. As an Administrator: 1. You can view the following screens: Call Log Accounts Services Settings Reports Licensing About 16 P a g e

18 Figure 11: Administrator Login view 2. You will be able to a. Register Software b. View, filter and export call logs c. Create, edit and delete Owners d. Create or delete Account Codes e. Define restrictions on Account Codes f. Run Reports for the selected time range g. Export Reports h. Start, Stop or Refresh Services i. Add, update or delete Global addresses j. Configure settings k. Configure Report settings l. View the software version ( About screen) 17 P a g e

19 As an Agent: 1. You can view the following screens: a. Call Log b. Licensing c. About Figure 12: Agent Login view 2. You will be able to: a. Register Software b. View, filter and export call logs c. Place a call d. View the software version ( About screen) 18 P a g e

20 Licensing Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date. 1. In the Licensing tab, enter your registration information in all the fields (Note the red dot denotes a required field). 2. Click Register. Figure 13: 3CX Enhanced Billing Codes Registration The license key permits you to install the software on one computer. This is not free software. 19 P a g e

21 Call Log The Call Log screen enables you to view the timing, collection and evaluation of data for all the telephone calls. You can also export the call log report to various formats like.csv,.xlsx and pdf. The filter enables you to restrict the data displayed/ exported based on the criteria you enter. The information displayed is read only. Figure 14: Call Log screen Owner From To The account (department). The extension number that initiated the call. The telephone number dialed. Start The start time when the call was initiated. 20 P a g e

22 End Minutes Cost Export Call Log Answered The end time when the call was terminated. The duration of the call (in minutes). The cost of the call based on the price in 3CX. The checkbox will be checked if the call was answered or unchecked if the call was not answered. 1. In the Call Log tab, on the filter row, enter the selection criteria to restrict the call data for the report or data to export. 2. On the Call Log header, beside Export To, click the appropriate export button to export the logs in your desired format. Owners The Owners screen enables you to manage Owners, including assigning s for automated reports and activate or inactivate an owner. Once an owner is successfully created and activated, the Owner displays in the Owner dropdown list of the Accounts screen. Account code reports will be grouped based on the Owner assigned to the account. Create Owner Figure 15: Owners screen 1. In the Owners tab and in the column header of the first column, click Add button. 2. In the Owner Name field, add the owner name. 21 P a g e

23 3. In the Address field, enter valid address for the owner. You can enter multiple addresses separated by a comma. 4. In the Active checkbox, check the check box if the owner should be active or uncheck if the owner should be inactive. 5. Click to save the owner. 22 P a g e

24 Edit Existing Owner 1. In the Owners tab, select the record of the owner that you want to edit. 2. Select the field that you want to edit and make necessary changes. 3. Click to save the update for the owner. Delete Existing Owner 1. In the Owners tab, select the record of the owner that you want to delete. 2. Click Delete button beside the record that you want to delete. 3. Confirmation message box appears. Click OK. Accounts The Accounts screen enables you to create an account code. From here, you can define restrictions on the types of calls permitted. These restrictions will block calls if the phone number dialed is less than the minimum or more than the maximum number of permitted digits, or block calls starting with digits that match a list of specified prefixes (separated by a comma). Figure 16: Accounts screen 23 P a g e

25 Fixed Length Account Code Account Description Owner The editor enables you to select a fixed length for your Account Code. If the code length is selected as 0 then, the Account Code length value will not have any restrictions. Note: If the Account Code Length is set to 0 then, while dialing, the owner needs to type: <Account Code> ** <Phone Number> # If the Account Code length is fixed to any length then, while dialing, the owner needs to type: <Account Code><Phone Number># This column displays Account Codes, which are used for (billing) tracking purposes. With these codes, you can control cost allocation and out-going call restriction. Brief description about the account. The name of the Account owner. Restrict Min Max Prefix Active Check this check box if you want to apply the restrictions defined for the Account Code. Minimum length of phone number Maximum length of phone number The first number of dialed digit(s). Here, you can enter multiple prefix codes separated by commas (,) (for example: 801, 004, ). If the Restrict checkbox is checked, then the prefix restrictions will be applied to all the calls using this account code. Check the check box if you want to activate the account. If an account code is no longer used, uncheck the checkbox. 24 P a g e

26 Create Account Code 1. To Create Fixed Length Account Code: In the Accounts screen, from the Fixed Length Account Codes field, enter the fixed length of all account codes. Beside the Fixed Length Account Codes field, click Save. A warning message may appear if existing account codes do not match the specified fixed length. Click OK. 2. To Create Unrestricted Account Codes: Figure 17: Account Code Setting Updated - Warning Message On the Accounts screen, in the Fixed Length Account Codes field, enter the value of 0. Beside Fixed Length Account Codes field, click Save. A warning message will display indicating the Account Code Setting has been updated. Click OK. 3. In the column header and in the first column, click Add button. 4. In the Account field: 5. If you are creating Fixed Length Account Codes, enter the account dode, ensuring the number of digits matches the specified Fixed Length Account Codes length. 6. If you are creating Unrestricted Account Codes, you can enter an Account Code without any restrictions on the number of digits. 7. In the Description field, enter a brief description for the Account. 8. In the Owner field, select the Account Owner from the dropdown. 9. Check the Restrict checkbox if you want to apply the account code restrictions. 10. In the Min and Max fields, enter the minimum and maximum length of phone number respectively. If the phone number dialed is less than the minimum or more than the maximum number of permitted digits, the account code restrictions will block the call. 25 P a g e

27 11. In the Prefix field, enter the prefix code for the phone number (if desired). To restrict calls starting with digits that match a list of specified prefixes, you can specify multiple prefixes separated by commas (,). The account code restrictions will apply if you check the Restrict checkbox for the account. 12. Check the Active checkbox to activate the Account. Delete Account Code 1. Click Delete button beside the Account Code record that you want to delete. An alert message will display. 2. Click OK. The Account Code will be deleted. Services To ensure historical information is displayed correctly on reports, we STRONGLY discourage the deleted of account codes that have been used in the past. Rather than delete the account code, it is recommended that you uncheck the Active check box. Services tab enables you to Stop, Start or Refresh a service. To start or stop a service, click Start/ Stop button. Click Refresh link to update the status if changes to the service status were made directly in the windows Service Snap-in. Figure 18: Start/ Stop a service If the service status is Unknown, this is typically caused by the 3CX Enhanced Billing Codes IIS Application Pool user having insufficient rights. To view changes to the service state made in the Windows services applet, press the refresh button. 26 P a g e

28 Settings The Settings tab enables you to set Global addresses, settings and Report Settings. Figure 19: Configure Settings 27 P a g e

29 Mail Server IP Address or Fully Qualified Domain Name (FQDN) of your server. Example: or mail.mydomail.com Port Default port number is 25. (Google: 587). From To This is the address from which the s and SMS text notifications will be sent. Note: Be sure to test both the address and SMS text message. We suggest you to test each , distribution, or SMS address to ensure you can send to all addresses. Sending mail within your domain may not require authentication, while sending outside your domain (SMS address for example) may require authentication. The domain for sending SMS text messages is specific to the wireless carrier. Example: SMS Example (Verison): Enter a valid test address. This temporary value is only used for sending test s and is NOT required. User & Password SSL/ TLS Test button Report Time Report Type Days of Week Enter login credentials of the account from which you want to send the reports (if required by your mail server). Your mail server may require a secure connection Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay . Gmail, Google Apps and Microsoft 365 require a secure connection. You can test whether your SMTP settings are correct by entering an address in the To field, then click the Test button. You schedule when automatic reports are sent by entering the desired time in the 'Report Time' field. Note: Owners will receive automated reports that include data for their assigned account codes, while Global addresses will receive s containing dat for all accounts. You can generate automated reports on a daily, weekly, and/ or Monthly basis. Select the day(s) of the week so that the report will be ed on all the selected days of the week. 28 P a g e

30 Global Addresses The Address grid maintains a list of global addresses. Global addresses receive automated reports containing call information for all accounts based on the configured Report Settings Add Address 1. To define who should receive automated reports containing all accounts, on the left of the Address column header, click Add button and add addresses. The grid supports batch edit which enables you can add or delete or edit multiple addresses before you save update the list. 2. In the Address field, enter the address that will receive automated reports containing all accounts. 3. Click Save changes to save the addresses. Update Address 1. In the Address grid, locate the addresses to be deleted. 2. Beside the desired address, click Delete button. 3. Click Save changes to save the changes to the grid. Delete Address 1. In the Address grid, look for the addresses that you want to delete. 2. Beside the desired address, click Delete button. 3. Click Save changes to save the changes to the grid. Configure Settings 1. On the Settings menu, in the Settings section, in the Mail Server text field, enter the IP Address or Fully Qualified Domain Name (FQDN) of your server. 2. In the Port field, enter the port number of the mail server. 3. In the Reply Address field, enter the address from which the reports will be sent. 4. In the User and Password fields, enter the login credentials of the account from which you want to send the reports (if required by your mail server). If you want to reveal the password, click More button; and to conceal it, click the same button once again. 5. Check SSL/ TLS check box if your mail server requires a secure connection. 6. To test if SMTP settings are properly configured, enter a valid address in the To field and click Test. 7. Click Save to save the Settings. 29 P a g e

31 Configure Report Settings 8. In the Report Time field, select the desired time to send automated reports. 9. Select the Report Type as: Report Type is multi-selective. a. Daily if you want to send the reports regularly for the selected day(s) of week. b. Monthly if you want to send the reports on a monthly basis. If you select Report Type as Monthly then, the report will be ed on the last day of every month at 11:59:59 PM. 10. Select the desired Day(s) of Week to send automated reports. Days of Week is multi-selective. 11. Click Save to save the Report Settings. Reports The Reports tab enables you to view reports for all the accounts within the selected time range, in a customizable group view. You can also export the reports to the desired format from the available various options including.csv,.xlsx and.pdf Figure 20: Reports Screen: Default View 30 P a g e

32 Report Start Time filter To filter records based on a range of dates, enter the call starting time in the Start time field. Report End Time filter To filter records based on a range of dates, enter the call starting time in the End time field. Department Account Code Run Report Export To: Year Month Code Stn Start End Duration Phone Location Cost Answered Displays the list of owners which when selected, the resulting report will display reports that belong to the owner. You can sort required data through the adhoc row. Displays the list of Account Codes which when selected, the resulting report will display reports that belong to the code. You can sort required data through the adhoc row. Click the button to view the report for the selected report time range (Report Start Time and Report End Time). Enables you to export the currently displaying report to the various available formats like.csv,.xlsx and.pdf The year in which the call log was generated. The month in which the call log was generated. The account code. The extension number from which the owner initiates the call. The start time of the call. The end time of the call. The duration of the call (in minutes). The telephone number to which the owner initiates the call. The location of the telephone number to which the owner initiated the call. The cost for the call made by the owner that initiated the call. The checkbox will be checked if the call is answered or unchecked if the call is not answered. 31 P a g e

33 Run Report Scenarios Scenario: 1 Run Report based on Time Range When a user runs a report based on Time Range only, the system retrieves the reports of all the users that fall within the selected Report Time Range. 1. From the Report Start Time date box, select the start time for the time range within which you want to run the report. 2. From the Report End Time date box, select the end time for the time range within which you want to run the report. 3. Click Run Report. Figure 21: Retrieve Report Data on Time Range 32 P a g e

34 Scenario: 2 Run Report based on Time Range and Department When a user runs a report based on Time Range and Department value, the system retrieves the reports of the selected owner that fall within the selected Report Time Range. 1. From the Report Start Time date box, select the start time for the time range within which you want to run the report. 2. From the Report End Time date box, select the end time for the time range within which you want to run the report. 3. From the Department dropdown list, select the owner for whom you want to retrieve the report data within the selected Report Time Range. 4. Click Run Report. 1. While running a report, Report Start Time and Report End Time cannot be blank. 2. A single owner can contain multiple accounts. Hence, while retrieving the data of an owner that has more than one account, the system retrieves call log reports for all the accounts of the owner that fall within the selected Report Time Range. Figure 22: Retrieve Report Data on Time Range and Department 33 P a g e

35 Scenario: 3 Run Report based on Time Range and Account Code When a user runs a report based on Time Range and Account Code value, the system retrieves the reports of the selected Account Code that fall within the selected Report Time Range. 1. From the Report Start Time date box, select the start time for the time range within which you want to run the report. 2. From the Report End Time date box, select the end time for the time range within which you want to run the report. 3. From the Account Code dropdown list, select the Account Code for which you want to retrieve the report data within the selected Report Time Range. 4. Click Run Report. Figure 23: Retrieve Report Data on Time Range and Account Code Scenario: 4 Run Report based on Time Range, Department and Account Code When a user runs a report based on Time Range, Department value and Account Code value, the system retrieves the reports of the selected owner s specified Account Code that fall within the selected Report Time Range. 1. From the Report Start Time date box, select the start time for the time range within which you want to run the report. 2. From the Report End Time date box, select the end time for the time range within which you want to run the report. 3. From the Department dropdown list, select the owner for whom you want to retrieve the report data within the selected Report Time Range. 34 P a g e

36 4. From the Account Code dropdown list, select the Account Code of the selected owner for which you want to retrieve the report data within the selected Report Time Range. 5. Click Run Report. Figure 24: Retrieve Report Data on Time Range, Department and Account Code 35 P a g e

37 Export Report You can export the retrieved report data to various formats like CSV, XLSX or PDF. 1. In the Reports tab, enter Report Start Time and Report End Time 2. If you want to retrieve report data for a specific owner, select the owner from the Department dropdown. 3. Click Run Report to run and display the report for the selected filter values. 4. On the Call Log header, beside Export To, click appropriate export button to export the report in your desired format. o Export to CSV: Figure 25: Sample CSV format Call Log Report o Export to XLSX: Figure 26: Sample XLSX format Call Log Report 36 P a g e

38 o Export to PDF: Call Flow Design Figure 27: Sample PDF format Call Log Report The 3CX Call Flow Design is a voice application program that interacts with the user via the phone and then performs certain logic. For instance, a voice application program can be designed to ask a caller to input a customer number, which is then verified against a database. Based on this number, the call will then be routed to the required queue. Place a Call 3CX Enhanced Billing Codes enforces the use of billing codes for configured outbound call types. To place a call: 1. You dial Call Queue Extension for prompted or Short-cut Option for minimal prompts 2. You are prompted for a billing code and the number to be dialed 3. The billing code is verified against a database of valid account codes 4. The phone number to be dialed is compared to any account code restrictions 5. After validation the call is placed automatically 6. The call is logged in a database for reporting The short-cut option eliminates the prompts for faster dialing. Dial '9' and wait for the "beep" then dial your account code and phone number using the syntax <account_code>**<phone_number># For example: 12345** #. 37 P a g e

39 Support If you need support, would like to request an enhancement to 3CX Enhanced Billing Codes, or are interested in discussing a custom solution, you can contact as at the following: Address: 2306 Shimmering Bay Lane Cincinnati, OH USA Hours: Monday Friday 8:00 A.M. 5:00 P.M. Central Standard Time Phone: USA: Skype: Web: VoIPToys Support@VoIPTools.com 38 P a g e