User Guide. Reception. Version

Transcription

1 User Guide Reception 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 Aug 1, P a g e

3 Table of Contents Table of Figures... 4 What is Reception?... 5 Benefits of Reception... 5 Prerequisites... 5 Installation... 6 Download software... 6 Install Prerequisites... 6 Install 3CX Reception... 6 Register your License Key... 6 Step by step Installation Procedure... 6 Reception Configuration Register Software License tab Configure Hub URL Settings tab Check for Updates About tab Reception Console Login to Reception Console Application Access based on Security Role Home Organizations General tab Answer Scripts tab Add New Answer Script Set Time Range for Answer Script P a g e

4 Contacts tab DID tab Forms tab Global Settings tab General tab Reports Support P a g e

5 Table of Figures Figure 1: Voiptools 3CX Reception Setup Wizard... 7 Figure 2: Test VoIP 3CX Relay settings... 9 Figure 3: Relay Services - Test Success message box... 9 Figure 4: Configure Database Figure 5: Connection Properties Figure 6: Windows Authentication Figure 7: SQL Server Authentication Figure 8: Configure Database Figure 9: Installing 3CX Reception Figure 10: Run Application Figure 11: License Figure 12: Confirmation message box Figure 13: 3CX Reception Hub URL Figure 14: Reception Web Portal Login Figure 15: View of 3CX Reception as a 'Manager' Figure 16: View of 3CX Reception as a 'User' Figure 17: Organization Associated to the Active Call Figure 18: Add New Organization Figure 19: General tab Figure 20: Add Answer Script Figure 21: Answer Script Settings Figure 22: Add New Contact Figure 23: Organization - DID tab Figure 24: Add New Form Figure 25: Global Settings - tab Figure 26: Global Settings General tab Figure 27: Reports P a g e

6 What is Reception? Reception is web-based software that will revolutionize the way of managing calls for various organizations when received from their respective customers. The software is an easy to use tool that enables you to greet the customers of specific organization with a message as per the answer scripts specifically customized based on the timing of the call. Benefits of Reception Create various organizations. Set and associate each of the organizations with various contacts/ extensions and answer scripts. Add links to various files of type pdf, xls, xlsx, rtf and csv for each organization. Set answer scripts for various organizations based on the timing of the call. Transfer an ongoing call to one of the list of extensions to speak to concerned person, leave a voice mail or send an with call details. Check the availability of contact before you perform any action on the active call. Prerequisites Before you begin with the installation steps mentioned in this guide, you need to ensure that your computer meets the minimum requirements mentioned below for installing Reception. 1. 3CX Version 12 SP6 and above 2. Windows 8, Windows Server 2012 R2 64 bit and above 3. Microsoft SQL Server 2008 Express and above 4. Internet Information Server (IIS) 7 and above 5..Net 4.6 or above 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 5 P a g e

7 Installation Download software You can order 3CX Reception 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 Reception. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. Install 3CX Reception This User Guide contains step-by-step instructions to successfully install 3CX Reception. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named ReceptionInstaller.exe Register your License Key You must register your license key to activate 3CX Reception. Your license key is included in your order confirmation , and can also be found in your order history on our website. Step by step Installation Procedure The following section guides you through a detailed walk-through of the installation process. Step 1: Download 3CX Reception 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. 6 P a g e

8 Step 3: Start the installation process 1. From the extracted folder, find the file ReceptionInstaller.exe 2. Double-click the file to start the VoIPToys Setup Wizard. 3. Click Next to continue. Figure 1: Voiptools 3CX Reception Setup Wizard Special note for Multi-tenant installations: 1. If you are installing 3CX Reception 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. 2. If you are installing 3CX Reception 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: 3CXReception.exe tenantname=the3cxtenantname 7 P a g e

9 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 Reception 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. Step 5: Test Relay Settings 1. In the Relay Services Host field, enter localhost if installing 3CX Reception 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 Reception can communicate with the Relay services running on the 3CX server. 8 P a g e

10 Figure 2: Test VoIP 3CX Relay settings 4. If the 3CX Reception 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 Figure 3: Relay Services - Test Success message box 9 P a g e

11 Step: 6 Configure the database If this is your first install then, select a valid SQL server and if you are reinstalling then select the existing database. 1. When prompted for the database connection information, click Configure. Figure 4: 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. If SQL Server is installed on a server other than the server where 3CX Reception is installed, you will need to configure SQL Server to allow remote connections. 10 P a g e

12 3. Enter the login credentials. Figure 5: Connection Properties a. 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. 11 P a g e

13 Figure 6: Windows Authentication b. 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. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down 12 P a g e

14 Figure 7: SQL Server Authentication The first time you install 3CX Reception, 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 Reception from a previous version, select the existing database from the list. 4. Click Test Connection button to confirm you can connect to SQL 5. Click OK to close the test results dialog 6. Click Next to continue the installation 13 P a g e

15 7. The installation process continues. Figure 8: Configure Database Figure 9: Installing 3CX Reception 14 P a g e

16 Step: 7 Run the Application 1. Once the software installation is complete, click Run Application Figure 10: Run Application 2. The application then displays Reception configuration screen that enables you to register software. Reception Configuration The Reception configuration screen enables you to register the software, start/ stop 3cx Reception Service, check and download latest version of Reception, and configure Hub url. Register Software Registration is required to authorize your software. 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. License tab 1. On the 3CX Reception Configuration screen, in the Licensing tab, enter your registration information in all the required fields (Note the red dot denotes a required field). 2. Click Register 15 P a g e

17 3. Click OK Figure 11: License Figure 12: Confirmation message box The license key permits you to install the software on one computer. 4. Once the registration is complete and successful, at the footer of the Licensing page, click Start to start the 3CX Reception Service. 16 P a g e

18 Configure Hub URL Settings tab 1. In the Settings tab, enter the Hub URL (in most cases the default value should work) 2. Click Save 3. In the Settings Saved confirmation message box, click OK Check for Updates Figure 13: 3CX Reception Hub URL About tab The Check for Updates button on the Licensing tab enables you to easily download the latest version of 3CX Reception. If a newer version of 3CX Reception is available, the message will indicate that a newer version is available. Clicking the button will automatically download a.zip file of the latest version of the software. You can install the new version directly over the top of a previous version without the need to uninstall the previous version. 17 P a g e

19 Reception Console To access the Reception Console (also known as Web Portal ), click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (Reception Web). Login to Reception Console When connecting to the Reception Console, 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 14: Reception Web Portal Login Application Access based on Security Role 1. As a Manager or Admin, you can view the following tabs: Home Organizations Global Settings Reports About Figure 15: View of 3CX Reception as a 'Manager' 18 P a g e

20 2. As a User, you can view the following tabs: Home About Home Figure 16: View of 3CX Reception as a 'User' Home tab enables you to perform various actions on an active call like transfer the call to the desired contact, hold, transfer to voic or hang up the call. 1. When a call is active, you can perform actions as mentioned below: a. The 3CX Reception automatically displays associated Answer Script and Notes based on the call timing. b. Select the active call to view the associated organization and its contacts on the right hand side of the page. c. The Contact list displays First Name, Last Name, Extension, and Status details. d. The Status column displays the availability of the contacts. i. The 3CX Reception retrieves the status values from the 3CX Smart Phone. The default status values for valid extensions are: Available Away Do Not Disturb ii. Apart from the above default values, you can also create custom status values in 3CX smart phone. iii. For invalid extensions (extensions that are not in 3CX), the status value will be displayed as, Not a Valid Extension. iv. If the contact have phone number instead of an extension, then the status value will be displayed as, Not Available. 19 P a g e

21 Figure 17: Organization Associated to the Active Call e. From the Contact list, select the desired contact to perform the desired call action. i. Click Blind Transfer button to transfer the current active call to the selected contact. ii. Click iii. Click contact. Attended Transfer button to perform following series of activities: Once the receptionist selects a call and clicks on Attended Transfer button, the 3CX Reception changes the current active call to Park Extension. Next, receptionist will receive the call. When the receptionist attends the call, a call connection is established between the receptionist and the selected contact. If the contact agrees to continue the call with the caller, then the receptionist again needs to click on Attended Transfer button. By doing so, the caller s call which was in Park Extension will now be connected to the contact, and the receptionist will be automatically disconnected. If the selected contact is not willing to communicate with the caller, or fails to receive the call by the receptionist, then the caller s call which was in Park Extension will get connected back to the receptionist. Transfer to Voic button to send the voic to the selected iv. Click Hold button to hold the current caller on the line. v. Click Hang Up button to disconnect current active call. f. To send mail about Call Notes to the desired contact, perform the following steps: i. Select the contact from the contact list to which you want to send the . ii. On the toolbar, click Notes button to display Call Notes dialog box. iii. In the Call Notes dialog box, you can edit Best Time To Call field if desired. iv. Check Need Call Back check box if the customer desires a call back. 20 P a g e

22 v. Check Urgent check box to set the priority level as high. vi. In the Notes field, enter the information about the call for reference. vii. Click to send the current Call Notes details as to the selected contact. g. To know if the desired contact is available for the day or not, select the contact from the contact list and click Calendar button. To view the calendar, the calendar visibility property should be set as Public Organizations h. To view all the files associated to a specific organization, select the desired organization and click organization and click Forms button. i. To search for a specific organization whose DID number starts with desired digits, enter the digits (minimum 1 digit) and click on Search button. Organizations tab enables you to create a new organization and add its respective data like Organization Name, Answer Scripts, Contacts details, Dialer IDs and Forms. Create New Organization 1. In the Organizations tab and under Organizations section, click Add button beside Name column. 2. In the Name field, enter the name of the new organization that you want to add. 3. Click Save Changes. Figure 18: Add New Organization 21 P a g e

23 Delete Existing Organization 1. In the Organizations tab and under Organizations section, click Delete button beside the organization that you want to delete. 2. Click Save Changes. Add Data for Specific Organization General tab General tab enables you to add basic data of the organization like organization name and its respective notes. 1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data. 2. In the General tab and in the Name field, enter the name of the Organization. 3. In the Notes field, enter the basic information about the organization. 4. Click Save. Figure 19: General tab Answer Scripts tab Answer Scripts tab enables you to add script based on the set timings ( Working Hours for instance). If a call is received at a timing that does not fall within the time range set for all the answer scripts then, the Default Script will be considered. Hence, you need not set timings for Default Script. 22 P a g e

24 Add New Answer Script 1. In the Answer Scripts tab, click Add button beside Description column. 2. In the Description field, enter the description for the new Answer Script that you want to add. 3. In the Script field, enter the Answer Script that you want to convey to the caller who calls during the timings set for the current answer script. 4. In the Active field, click till the check mark appears to activate the current Answer Script. 5. At the footer of the Answer Scripts page, click Save Changes to save the data that you have just added. Set Time Range for Answer Script Figure 20: Add Answer Script 1. Select the Answer Script for which you want to set the time range. 2. Click Add button on the column header and from the Day drop down, select the desired week day for which you want to apply the current Answer Script. 23 P a g e

25 3. From the Start time box, enter the start time range for the current Answer Script. 4. From the End time box, enter the end time range for the current Answer Script. 5. Click Save Changes. Figure 21: Answer Script Settings Contacts tab Contacts tab enables you to add new contacts for the desired organization. 1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data. 2. In the Contacts tab and on the column header, click Add button to add new contact. 3. In the First and Last fields, enter the First Name and Last Name of the contact respectively. 4. In the Extension field, enter the extension number for the new contact. 5. In the field, enter valid id for the new contact for communication. 6. At the footer of the Contacts page, click Save Changes. 24 P a g e

26 Figure 22: Add New Contact DID tab DID tab enables you to add Dialer ID (contact number) for the desired organization. 1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data. 2. In the DID tab and on the column header, click Add button to add new Dialer ID. 3. In the Did field, enter the new dialer id for the selected organization. 4. At the footer of the DID page, click Save Changes. Figure 23: Organization - DID tab 25 P a g e

27 Forms tab Forms tab enables you to add link to various files of type pdf, xls, xlsx, rtf and csv. 1. In the Organizations tab and under Organizations section, select the organization for which you want to add/ edit data. 2. In the Forms tab and on the column header, click Add button to add new form. 3. In the Name field, enter the name for the new form that you want to add. 4. In the URL field, enter the url of the form. 5. At the footer of the Forms page, click Save Changes. Figure 24: Add New Form 26 P a g e

28 Global Settings Global Settings enables you to set Extension Group Name, perform Settings and check if you can successfully send test s. tab 1. In the Global Settings, and in the tab, you will observe that the default data displays automatically. 2. In the To field, enter valid address to check if you are able to send test successfully. 3. Click Test to check if the is successfully sent. Figure 25: Global Settings - tab General tab 1. In the General tab and from the Extension Group Name dropdown list, select the extension group name to display incoming active call data of the logged in user (provided that the user belongs to the selected extension group) in the Home page. 2. Click Save to save the group. 27 P a g e

29 Reports Figure 26: Global Settings General tab Reports tab enables you to view the complete call data based on the Report Start Time and Report End Time values. If you do not provide the Start and End Times, then the 3CX Reception displays complete call data since the product has been installed. You can export the data in various formats like CSV, XLS, XLSX and PDF. Figure 27: Reports 28 P a g e

30 Support If you need support, would like to request an enhancement to Reception, 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 Toll Free: Skype: Web: VoIPToys info@voiptools.com 29 P a g e