User Guide. 3CX On Call Manager Standard. Version

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1 User Guide 3CX On Call Manager Standard 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 March 13, P a g e

3 Table of Contents Table of Figures... 4 Introduction... 6 Why On Call Manager?... 6 How does it work?... 6 How does it notify you?... 6 How to use On Call Manager?... 6 Prerequisites... 7 Installation... 7 Download software... 7 Install Prerequisites... 7 Install 3CX On Call Manager... 7 Register your License Key... 7 Step by step Installation Procedure... 8 Web Portal Login to Web Portal Registration Setting up On Call Manager Settings General Notifications Service Status Monitor Digital Receptionists Queue Monitor Voic Monitor Managers P a g e

4 Server Authentication Transcript Speech Transcriptions People Create New Agent (People) Scheduler Scheduler Screen Features: Create New Appointment New Appointment Right Click menu Appointment dialog box Edit Existing Appointment Delete Existing Appointment Events Support P a g e

5 Table of Figures Figure 1: Voiptools 3CX On Call Manager Standard Setup Wizard... 8 Figure 2: Test VoIP 3CX Relay settings Figure 3: Configure Database Figure 4: Connection Properties Figure 5: Configure Database Figure 6: Run Application Figure 7: 3CX On Call Manager Setup Figure 8: 3CX On Call Manager Web Portal Login Figure 9: 3CX On Call Manager - Registration Figure 10: Setting Notifications Figure 11: Start/ Stop a service Figure 12: Digital Receptionists Figure 13: Queue Monitor Figure 14: Voic Monitor Figure 15: Selecting Agents to give Manager role Figure 16: Enable Speech Transcriptions Figure 17: Speech Transcription - warning message Figure 18: People screen Figure 19: Scheduler screen: Calendar tabs Figure 20: Resource Appointments at Different Escalation Levels in Week view Figure 21: Scheduler 'Right-Click' menu Figure 22: Scheduler Screen - Time Division: 60 Minutes Figure 23: Scheduler Screen - Time Division: 5 Minutes Figure 24: Edit Appointment: Right-Click menu Figure 25: New Appointment-Right Click menu Figure 26: Go To Date box Figure 27: New Appointment dialog box Figure 28: Edit Appointment: Right-Click menu P a g e

6 Figure 29: Appointment Delete confirmation message box Figure 30: Events screen showing call logs P a g e

7 Introduction Are you planning to schedule your staff to respond to after-hours support requests? It is now possible with 3CX On Call Manager. A web portal allows you to manage schedules and respond to requests. Why On Call Manager? 3CX On Call Manager relieves you from the trouble of taking care of your customer requests for help when your support staff is not working. 3CX On Call Manager seamlessly integrates with 3CX and makes automated notifications easy while enabling you to provide better service to your customers. How does it work? When your customers are sent to a support queue, 3CX On Call Manager will search a calendar to see who is scheduled to handle after-hours support calls. The software logs your scheduled agents into the queue automatically. If the max queue hold time is exceeded, the caller will be asked to leave a voic . 3CX On Call Manager will automatically notify your staff that there is an open support request. In addition to calling your staff on the phone, the program can send text messages, and s with a copy of the customer s voic for your staff to hear, along with a text transcription of the voic . How does it notify you? 3CX On Call Manager provides multiple levels of notification. You can configure how staff are notified, how many times you want 3CX On Call Manager to notify an employee, and how long to wait between notifications. If an agent doesn't respond, 3CX On Call Manager will escalate notifications to the next agent. A web portal makes it easy for you to set up staff preferences, administer the schedule, review a log of support requests and notifications, and update the status of the support requests. Having an event log makes it easy to track after-hours support requests, monitor compliance with service level agreements and track staff performance. 3CX On Call Manager makes sure you are notified of support requests and helps you provide timely responses to those requests. It ensures quick responses to help requests and thus improves your customer service. How to use On Call Manager? 3CX On Call Manager Standard is a onetime installation process. Once you install it, the product will automate the call management according to the settings that you configure in the web portal. 6 P a g e

8 Prerequisites Before installing 3CX On Call Manager, you need to ensure that your computer meets the minimum requirements mentioned below: 1. 3CX Version bit 2. Microsoft SQL Server 2008 or above (Express and above) 3. Microsoft Internet Information Server (IIS) 7 and above 4..Net framework 4.5 Installation Download software You can order 3CX On Call Manager Standard on-line 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 On Call Manager Standard. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. Install 3CX On Call Manager This User Guide contains step-by-step instructions to successfully install 3CX On Call Manager Standard. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXOnCallManagerInstaller.exe. Register your License Key You must register your license key to activate 3CX On Call Manager. 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 On Call Manager Standard 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. 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 3CXOnCallManagerInstaller.exe 2. Double-click the file to start the VoIPToys Setup Wizard. 3. Click Next to continue. Figure 1: Voiptools 3CX On Call Manager Standard Setup Wizard 8 P a g e

10 Special note for Multi-tenant installations: 1. If you are installing 3CX On Call Manager Standard on a 3CX Cloud (Multitenant) server, an additional screen will display with a combo box containing a list of all installed tenants. Select the correct tenant and continue. 2. If you are installing 3CX On Call Manager Standard 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-tenantname>. Passing the tenant name to the installer will pre-fill the combo box with the correct tenant name. For example: 3CXOnCallManager.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). 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 On Call Manager directly on the 3CX server, 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. 9 P a g e

11 Step 5: Test Relay Settings 1. In the Relay Services Host field, enter localhost if installing 3CX On Call Manager Standard 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. 3. Click Test Relay Settings to confirm 3CX On Call Manager Standard can communicate with the Relay services running on the 3CX server. Figure 2: Test VoIP 3CX Relay settings 4. If the 3CX On Call Manager Standard is successfully able to communicate with the Relay services that run on the 3CX server, Success message box appears. Click OK. 5. Click Next to continue the installation 10 P a g e

12 Step: 4 Configure the database 1. When prompted for the database connection information, click 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 SQL Server is installed on a server other than the server where 3CX On Call Manager is installed, you will need to configure SQL Server to allow remote connections. 11 P a g e

13 Figure 4: Connection Properties 3. Enter the login credentials. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as VoIPToys and will give sufficient rights to this user to create / update the SQL database. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. 4. Click Test Connection button The first time you install 3CX On Call Manager, 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 On Call Manager from a previous version, select the existing database from the list. 5. Click OK to close the test results dialog 12 P a g e

14 6. Click Next to continue the installation Figure 5: Configure Database 7. When the software installation is complete, click Run Application Figure 6: Run Application 13 P a g e

15 Step: 5 Set Voic Path 1. In the 3CX On Call Manager Setup dialog box, browse the voic path. 2. Click Save and then click Close Figure 7: 3CX On Call Manager Setup 1. Voic Path: If you are using 3CX On Call Manager directly on the 3CX server, use the default voic path. If you are installing on a different server then, share the voic folder and provide login credentials to access the shared folder. 2. 3CX On Call Manager Windows User: If the server where 3CX On Call Manager is installed and the 3CX server both participate in the same Active Directory (AD) domain, you can enter an AD domain account. However, if both servers are not participating in the same AD domain, you will need to provide credentials for a local windows user that exists on the 3CX server. 14 P a g e

16 Step 6 Windows Authentication If the server where 3CX On Call Manager is installed and the 3CX server both participate in the same Active Directory (AD) domain, you can enter an AD domain account. However, if both servers are not participating in the same AD domain, you will need to provide credentials for a local windows user that exists on the 3CX server. 1. Active Directory User Under Windows Authentication section, if you check Active Directory User box, you will need to perform several tasks: a. Change the 3CX On Call Manager IIS Application Pool login user. b. Recycle the IIS Application Pool and Website. c. Change the 3CX On Call Manager Windows Service login user. d. Grant the user Login as a service right. e. Restart the 3CX On Call Manager service. Domain Name User Name Password Windows Domain Name Windows Domain User Name Windows User Password 15 P a g e

17 2. Remote Local User If you check Remote Local User box, a Net Use command connects to the remote shared folder using the supplied credentials of a local user that exists on the 3CX server. Unlike the Active Directory User option, this option will NOT make changes to the 3CX On Call Manager Windows service account or change the IIS application pool authentication. Domain Name User Name Password 3CX Server Name 3CX Server-Local User Name 3CX Server-Local Password Web Portal To access the 3CX On Call Manager Standard web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process ( 3CX On Call Manager Standard 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 Login button to login to your account Figure 8: 3CX On Call Manager Web Portal Login 16 P a g e

18 Registration 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. On the Settings menu, and in the License tab, enter your registration information in all the fields (Note the red dot denotes a required field). 2. Click Register. Figure 9: 3CX On Call Manager - Registration The license key permits you to install the software on one computer. This is not free software. 17 P a g e

19 Setting up On Call Manager Settings Settings screen enables you to register the software, configure notifications, monitor queues and voic s, control who can access configuration screens, configure server and configure voic to text transcription. 1. General Notifications a. Under Notifications, from the Contact Attempts box, select or type the number of contact attempts. b. From the Time between attempts box, select or type the time (in minutes) you want 3CX On Call Manager to wait between the contact attempts. c. From the Max Escalation Levels box, select or type the number of escalation levels d. Click Save to save the changes. Figure 10: Setting Notifications 3CX On Call Manager supports up to 99 escalation levels. Contact Attempts Time Between Attempts Max Escalation Levels The number of times you want the 3CX On Call Manager to attempt to contact a person before escalating to the next level. The time (in minutes) for which yo want 3CX On Call Manager to wait between notification attempts Number of escalation levels you want 3CX On Call Manager to escalate. If the first level does not respond by listening to the voic , after the maximum call attempts, it escalates up to the next level until the max escalation level has been reached. Entering a maximum escalation level will limit the number of levels 3CX On Call Manager attempts to contact and make the application run more efficiently. 18 P a g e

20 Service Status a. To start or stop a service, click Start/ Stop button. b. Click Refresh link to update the status if changes to the service status were made directly in the Windows Service Snap-in. Figure 11: Start/ Stop a service If the service status is Unknown, this is typically caused by the 3CX On Call Manager IIS Application Pool user having insufficient rights. Start/ Stop Refresh A Windows Service (3CX On Call Manager) runs in the background monitoring for new voic s. You can monitor the status of this service here (Running, Stopped, Unknown). If you make changes to the Contact Attempts, or Time between attempts settings it is necessary to stop and start the service. This should happen automatically when you press the Save button. The Refresh link will update the status if changes to the service status were made directly in the Windows Service Snap-in. 19 P a g e

21 2. Monitor Digital Receptionists Queue Monitor a. New: When a new on call voic is received, 3CX On Call Manager will call (if configured to do so) the scheduled employee(s) and connect them to the digital receptionist. This digital receptionist s recording typically explains that a request has been received, and then automatically transfers the scheduled Figure 12: Digital Receptionists employee to the 3CX Voic Extension (999 for example). The employee will need to login to the on call voic box that you have configured, in order to listen to the voic . To provide complete flexibility, the install program does not automatically create the digital receptionist. However, some common settings might include setting the timeout to 0 and having the action set to connect to the voic extension. b. Heard: After a monitored voic has been heard, assuming you selected to be notified by phone, 3CX On Call Manager will call all the people previously notified to let them know the voic has been heard. This digital receptionist typically plays a recording that explained the message has been heard and then hangs up. The standard edition of 3CX On Call Manager can monitor a single 1 st Level call queue. If enabled, staff scheduled for Level 1 will be logged automatically into, or out of, the monitored queue according to the configured schedule. 3CX On Call Manager uses a Voice Application Designer (VAD) application to log staff into the 1 st Level queue automatically PRIOR to transferring the caller to the queue. As a result, if using a 1 st level queue, you MUST route calls to the VAD Digital Receptionist that was created by the installer. The VAD will transfer the caller to the appropriate queue. Figure 13: Queue Monitor The VAD Digital Receptionist is named OnCallManager by default 20 P a g e

22 A typical configuration routes a caller first to a standard Digital Receptionist that prompts the caller to select Technical Support from a list of options. When the support option is selected, rather than routing the caller directly to the 1 st level queue, it should route the caller to the VAD Digital Receptionist. The VAD Digital Receptionist performs the following tasks: a. Queries the calendar to obtain ta list of staff scheduled for 1 st Level support b. Removes anyone currently logged into the queue that is not scheduled to take calls c. Logs staff scheduled to take calls into the queue d. Obtains the extension number of the 1 st Level queue e. Transfers the caller to the assigned queue Voic Monitor The standard edition of 3CX On Call Manager monitors a single voic box for new voic s. Enter the extension number that will receive on call requests. Figure 14: Voic Monitor 21 P a g e

23 3. Managers Managers screen enables you to control who can access the configuration screens by assigning Manager role to one or more extensions. a. In the Settings screen click Managers tab. b. Under Managers section and from the list of available extensions, check all the check boxes whom you want to assign the Manager role. c. Click Save. If you do not wish to restrict who has access to the configuration screens, simply leave all extensions unchecked and everyone will have access to the configuration screens. Figure 15: Selecting Agents to give Manager role If you do not wish to restrict who has access to the configuration screens, simply leave all extensions unchecked and everyone will have access to the configuration screens. 22 P a g e

24 4. Server screen enables you to configure Server and Authentication. a. In the tab, under Server section and in the Server field, enter IP address or Fully Qualified Domain Name (FQDN) of your server b. In the Port field, enter appropriate port number. Default port number is 25. (For Google: 587) c. In the From field, enter reply address for and SMS text notifications. d. In the To field, enter valid test address. e. Check Attach Voic to box to attach the voic to the specified . f. Click Save. Server IP address or Fully Qualified Domain Name (FQDN) of your server. Examples or mail.mydomain.com SMTP Port Default port is 25. (Google: 587) From To The reply address for and SMS text notifications. Be sure to test both an address and SMS text message. VoIPTools suggests you to test each mail, 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. This is a temporary valid test address that is only used for sending test s and is NOT required. 23 P a g e

25 Authentication Some mail servers require authentication to relay s. a. Under Authentication section, in the User field, enter valid username. For Microsoft Exchange, use a Windows domain (network) username. b. In the Password field, enter valid password. c. Check Requires SSL/ TLS box if your server requires a secure connection to relay . d. Click Test button to test whether your SMTP settings are correct. (For this, you need to enter a valid address in the To field and press Test button). e. Click Save. User Name Password SSL/ TLS Test button For Microsoft Exchange, use windows domain (network) username For Microsoft Exchange, use windows domain (network) password 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 a address in the To field and pressing the Test button. 24 P a g e

26 5. Transcript Transcript screen performs voic to text transcription. The accuracy of voice recognition can be greatly affected by a number of factors. For example, the quality of the recording, background noise, volume of the speaker, and the speech patterns of the speaker can all have a significant impact on the accuracy of the transcription. 3CX On Call Manager sends voice transcriptions to VoIPTools servers where we process the audio based on various providers on the back end. Speech Transcriptions Privacy Note: VoIPTools does not keep a copy of your voic or the transcribed text, but will only record that a transcription has happened for billing purposes. VoIPTools charges as per transcription fee. The current rate, which is subject to change, is $0.15 per transcription. There is no charge for blank transcriptions or failed requests. VoIPTools Speech Transcriptions will transcribe a full 2 minute voic . You must have accepted our billing agreement to use this service. Figure 16: Enable Speech Transcriptions 25 P a g e

27 Instructions: a. In the Transcript tab, check Speech Transcriptions check box. Warning message appears. Figure 17: Speech Transcription - warning message b. Click OK to enable Speech Transcription. 26 P a g e

28 People People screen enables you to manage people. You can create, delete or update people. Here, you can set one or more type of notifications (Call, , SMS) for the scheduled people at different escalation levels. Contact notifications are those that notify a person about how the call is received. Update notifications are those that notify a person about every update on the call. Create New Agent (People) Figure 18: People screen 1. In the People screen, click on the left hand side of the column header. 2. In the Ext field, enter the extension number for the new agent. 3. In the Name field, enter the name of the agent. 4. In the Cell field, enter the mobile number of the agent to send notifications through Call. 5. In the field, enter the address of the agent to send notifications through In the SMS Address field, enter the agent s mobile number if you want to send SMS text (notification) to the mobile number, or enter the agent s address if you want to send the SMS text (notification) through In the Contact section, check one or more of the available types of notifications that you want to use to notify the agent. 8. In the Update section, check one or more of the available types of notifications that you want to use to notify the updates on notifications to the agent. 9. Click Save to save the new agent. 27 P a g e

29 Scheduler Scheduler tab enables you to control visible resource count, view resource appointments for a specific date and in desired calendar format, create new appointments and edit/ delete existing appointments. Scheduler Screen Features: 1. The Visible Resource buttons enable you to select and view one or more resources on the Scheduler. a. First button enables you to select the first agent from the Visible Resources list b. Previous Page button enables you view resources from previous page of the Scheduler c. Previous button enables you to go to the previous resource d. Next button enables you to go to the next resource e. Next Page button enables you to view resources in the next page of the Scheduler f. Last button enables you to view last resource from Visible Resource list g. Increase visible resources count button enables you to add one resource at a time in consecutive order from the Visible Resources Count list h. Decrease visible resources count button enables you to remove one resources at a time in the order you added from the Visible Resources Count list 2. You can also select the desired resource from the Visible Resources dropdown 3. On the right hand side of the Calendar header, you can select appropriate tab to view the scheduled appointments of the visible resources in various calendar formats like Day, Work Week, Week, Month or Timeline. Figure 19: Scheduler screen: Calendar tabs a. Day tab displays all the visible resource appointments for a specific date in day format. b. Work Week tab displays all the visible resource appointments in work week (Monday- Friday) format. c. Week tab displays all the visible resource appointments in a week (Sunday-Saturday) format. d. Month tab displays all the visible resource appointments in a month format. e. Timeline tab displays all the visible resource appointments in a timeline format. 28 P a g e

30 4. The colors of the appointments are different at each escalation level. Figure 20: Resource Appointments at Different Escalation Levels in Week view 5. The Right Click menu is a context menu that enables you to create new appointment for any agent. To view the menu, right click your mouse in the scheduler grid of the desired resource by positioning the mouse in the appropriate cell that matches your required date and time. For field definitions, click here. Figure 21: Scheduler 'Right-Click' menu 29 P a g e

31 6. From the Right-Click menu, you can select 60 Minutes to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes. Figure 22: Scheduler Screen - Time Division: 60 Minutes Figure 23: Scheduler Screen - Time Division: 5 Minutes 30 P a g e

32 7. Right-Click on appointment to open and edit the selected appointment. For field definitions, click here. Create New Appointment Figure 24: Edit Appointment: Right-Click menu 1. In the Scheduler tab, on the left side of the Calendar header, click the Today dropdown to access the calendar. 2. Select the date on which you want to create the appointment. 3. From the Visible Resource header, click appropriate Visible Resource button, you can select appropriate agent(s) to display on the scheduler. 4. In the grid, and in the block that matches your required date and time, right click your mouse. 5. In the context menu, click New Appointment. 6. In the Untitled-Appointment box enter appropriate information in all the fields. 7. Click OK. Appointment is created for the agent. New Appointment Right Click menu Figure 25: New Appointment-Right Click menu 31 P a g e

33 New Appointment New All Day Event New Recurring Appointment New Recurring Event Go to Today Go to Date Select this option to create new appointment for a resource Opens Appointment dialog box with All Day Event box checked Opens Appointment dialog box with Recurring box checked. Opens Event dialog box to create a new event for a resource Opens Scheduler screen in Today s date Opens Go To Date box that enables you to select specific date and calendar format in which you want to view the Scheduler screen Change View To Figure 26: Go To Date box Opens a submenu that enables you to view the Scheduler screen in Day, Work Week, Week, Month or Timeline format. 60 Minutes Enables you to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes. 32 P a g e

34 Appointment dialog box The Appointment box enables you to schedule a new appointment for a specific agent. Figure 27: New Appointment dialog box Subject Location Label Start time End time Show time as All day event Brief description about the appointment Location of the agent for whom you are creating the appointment Escalation level in which you want to place the agent The date and time from which the On Call time starts for the agent The date and time at which the On Call time ends for the agent Specifies the work status of the agent as busy, free, tentative, out of office or working elsewhere. Show time as is valid for Start time to End time If Show time as is for the complete day, then check All day event box. If you check this box, you will observe that the time selection box (from Start time ) will disappear. 33 P a g e

35 Resource Remainder Recurrence No end date End after End by Edit Existing Appointment Select the agent from the dropdown for whom you are creating the appointment. Check this box if you want to remind the appointment to the agent. You can select the time from the dropdown so that the agent receives the reminder message after the specified time. If you want the appointment to recur, check the Recurrence box. From the available options select appropriate value (Daily, Weekly, Monthly, Yearly, Every day(s) or Every weekday) for the appointment to recur. Select this option if you do not want to stop the recurrence of the appointment. Select appropriate number from the dropdown so that the appointment recurrence will occur for the specified number of times. Select this option and select appropriate date from the Date dropdown so that the appointment recurrence will end by the specified date. 1. In the Scheduler screen, from the Visible Resource header, select the resource for which you want to edit the appointment. 2. In the grid, select and right-click the appointment that you want to edit. Edit Appointment context menu appears. Figure 28: Edit Appointment: Right-Click menu 3. Select appropriate option from the context menu to open the appointment. 4. Edit the appointment in the required fields. 5. Click OK to save the changes you made to the appointment. 34 P a g e

36 Open Edit Series Show Time As Label As Delete Delete Existing Appointment Enables you to open selected appointment Enables you to edit all occurrences of the selected recurring appointment Edits Show Time As for the selected appointment as Free, Tentative, Busy, Out of Office or Working Elsewhere. Edits Label As for the selected appointment to the desired escalation level. Enables you to delete the Series or Occurrence of an appointment. 1. In the Scheduler screen, from the Visible Resource header, select the resource for which you want to delete the appointment. 2. In the grid, select and right-click the appointment that you want to delete. Figure 29: Appointment Delete confirmation message box 3. In the Confirm Delete message box, select The Series option if you want to delete all the occurrences of the recurring appointment or, select This Occurrence option if you want to delete only the present occurrence of the appointment. 4. Click OK to delete the appointment (series or just present occurrence, which ever option you have selected). 35 P a g e

37 Events Events screen enables you to view the call logs of all the On Call events for all the monitored extensions between the agents and the customers. The details of every event include date/ time, caller extension, caller name, action, notification type, monitor extension and the notes. Figure 30: Events screen showing call logs 36 P a g e

38 Support If you need support, would like to request an enhancement to 3CX On Call Manager Standard, or are interested in discussing a custom solution, you can contact as at the following: Address: Hours: 2306 Shimmering Bay Lane Cincinnati, OH Monday Friday 8:00 A.M. 5:00 P.M. Central Standard Time Phone: USA Tool Free: Skype: Web: VoIPToys info@voiptools.com 37 P a g e

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