===== 3CX Telephone System =====


==== Setup Voicemail ====

You will need your pincode from your welcome email to access the special menu. 

Dial 999 on your Yealink desk phone, Webclient or 3CX App, enter your pincode followed by #.

Press 9 for options and select menu option 8 to change your voicemail message and follow the directions to record and play your voicemail.

Please record your voicemail message in the **English language**.


==== Webclient: Website Live Chat ====

Our website offers visitors the opportunity to initiate a live chat session with the sales department during normal office hours.
A visitor has to enter a name and valid email address and an initial text message in a small widget. After pressing "Chat", a chat window pops up and at the same time, the information is broadcasted to the //3CX Webchat Queue members// who have their status set to //Available//. All full time sales staff and marketing are members of this queue. The first person to respond "Takes ownership" of the chat session. The chat will become invisible for the other queue members.

The person who visits the website can initiate a direct audio or video call from the chat window which will trigger your 3CX windows client app where you can take the call.

=== Available Options ===
Once you have taken ownership of the chat, the normal chat window of the webclient is activated. In the top righ hand corner of the chat window several options are available:

  * //Transfer icon:// This open a small search bar where you can enter the name of a colleague who should take over the Chat. When you select the name of your colleague, the chat is transfered immediately and it dissapears from your chat window.
  * //Dealt with icon:// This closes the chat conversation. The receiver gets a message saying that this chat was taken care of and is now closed.
  * //More - Information:// Opens a side bar with some historical information regarding this chat.
  * //More - Archive:// Put the chat into the //Archived// section out of the //Recents// view.
  * //More - End chat session:// Terminates the chat session witha message to the receiver.
  * //More - Delete:// Once the chat session is ended, and it was not of any relevance, you can delete the entire chat history.

    
==== Webclient: Pickup External Incoming Call ====

In situations where you expect someone to return your call (and know their phone number), or when an external incoming call cannot be answered if no one is in the office, certain users can pickup a an external incoming call from anywhere using the 3CX Webclient.

=== Prerequisites ===

  * The user needs to be logged into the Call Queues
  * The User needs to open and view the Switchboard > All screen at all times
  * The User needs to select the suitable Device for answering calls (Yealink, Smartphone, Browser Extension)

=== Log into Call Queues ===

In the Webclient navigation bar at the top, the "**Q**" icon status indicates whether or not the user is logged into the call Queues. This is a toggle switch:
  * //Blue//: logged in as Agent to assigned Queues
  * //White//: logged out from all Queues

To see who is currently logged in to Queues, select the //Switchboard// menu and check the lower section //Agent Status//.

=== view external incoming calls ===

There is no visual or audio indicator available when working with Call Queues. In order to see if their are any unhandled calls, the user/agent must open the //Switchboard// menu and make sure that the View //All// is active (**Do not** open the External Incoming Calls View, it will be empty at all times).

==== Pick up External Incoming Call ====

  - Hover your mouse over the incoming call and press the //Right mouse// button.
  - Select //Pickup//. The call will be transfered to you based on your Device setting.

Once you have picked up the call, you can transfer the call to a colleague the usual way. 

**Note: ** This is the preferred way to answer calls when there is no one in the office over the alternative described below, because the alternative way directs ALL incoming calls to one dedicated extension only.



==== Forwarding all Incoming Calls on Switchboard ====
In normal operation, if an external party calls the Logic main public telephone number, the call is redirected first to the Logic reception deskphone and if unanswered it is forwarded to the 3 Dect phones in the mail-room, the cafeteria and the materials handling room in the basement.

When the Logic office is unmanned during normal business days and busines hours, incoming calls must be redirected to anyone working from home or elsewere. This topic describes how to forward all incoming calls from our main public number to a ring group (sales team).


=== Change Routing for Incoming Calls ===
  - Open the 3CX Webclient (3CX mobile app does not work)
  - Select the //Team// view from the navigation on the left (Default view when opening webclient)
  - Right Click on the extension //**Centrale Receptie 204**// 
  - Select //Status// from the drop down menu
  -Set the //New Status// to **Away** or **Available** (do not select anything else!!)

**Available**: Normal business operation: all external incoming calls are routed through the switchboard and phones ring in the office.

**Away**: All external incoming calls are re-routed to the Sales Team depending on their individual //Status// setting. All available extensions ring at the same time, so the first to pick up automatically takes the call.

Independent from the switchboard status: 
  * if no one picks up the call, then the caller can leave a voice message which is sent as an email to info@logic.nl.
  * outside of normal businesss days and hours, all calls are redirected to the Logic Voicemail box.

==== Deskphone ====
Yealink T46G

{{:office:tel_basisstand.sm.jpg|}}\\
\\
=== Basic use ===
☎ **Make a Call**\\ 
  - Pick up the receiver
  - Dial a number
  - Press button "**Kiezen**", or
  - Press programmed keys from 3cx phonebook in your display
{{:office:tel_kiezen.sm.jpg|}}\\ 
☎ **Make a Call Handsfree**\\ 
  - Do not pick up receiver
  - Dial a number; speaker symbol lights up
  - press button "**Kiezen**", or
  - Press programmed keys from 3cx phonebook in your display
☎ **Make a Call with Headset**\\ 
  - Activate plantronics headset
  - press button "**Headset**" deskphone
  - Dial a number
  - press button "**Kiezen**", or
  - Press programmed keys from 3cx phonebook in your display
\\
=== Actions when in a call ===

{{:office:tel_doorverb.sm.jpg|}}\\
**End a Call**\\ 
  * Press button "**Verbr**"\\ 

**Hold Conversation**\\ 
  * Press button "**Wacht**"\\ 
**Continue Conversation**\\ 
  - Buttons changes after pressing "wacht"
  - Press button "**Verder**"\\ 

**Take the call back**\\
  - When the receiver cannot take the call at the time: press button "**Wissel**"\\

**Connect to others**\\ 
  - Press button "**Doorverb**"
  - Choose number
  - Other picks up; introduce conversation
  - Press button "**Doorverb**" again, call is forwarded, your call ended
  - Other does __not__ pick up: take call back by pressing "**Verder**"
{{:office:tel_terugnemen.sm.jpg|}}\\
\\
**Start a conference**\\
  - Press button "**Confer**"
  - Choose name or number
  - Other picks up; press "**Confer**" again to add him/her to the call\\
\\
=== Other important buttons ===
**DND**\\
  * Do Not Disturb
  * Disactivates all your phones; deskphone, mobile, webclient
  * You cannot be reached on any phone
  * Your phone is shut down from all ring groups
\\

==== Flexdesk ====
Yealink T46G

Flexdesk operates in the same way as the //Deskphone//, but the user needs to logon to the phone before it can be used:

**Log on:**
(Possible only if no other user is logged on the phone. Otherwise first log the current user out).

  - Type: *77*your extension*
  - Press "Kiezen" (Dial)
  - Enter your pin code followed by #

The Deskphone will now reset to your user settings.

**Log off:**
(Possible only if another used is currently logged into the phone)

  - Press the //Logout// button top left of the display.

The Deskphone will now log you off and reset to default settings.
==== DECT Phone - handheld ====
The Dect phone can be used all day and in the complete office without limits to reach and battery. It is installed in the first ring group and can be used as the Logic mobile phone to be reached at all times wherever in the office.\\
  * Make sure you use this phone as Logic phone when you are all in a space that has no deskphone
  * Make sure you have this phone within reach when you are alone in the office  
  * Put this phone in the charger at the end off the day
{{:office:dect_phone.jpg?400|}}\\
\\
=== How to use the DECT ===
The DECT has a regular dialer, other frequently options are explained below.\\
\\
**Making a call to a contact**\\
{{:office:dect_phone-lijst.jpg?400|}}
  - use the indicated arrow button (under OK) to select your lists of contacts
  - Select the list you want to use
  - Press **OK**
  - Select number
  - Press **green** dial number

**Function Logboek**\\
The DECT indicates you have a "**Logboek**", in the start screen, this is your call log.
  * In the **logboek** are all calls you have received
  * You can recall a missed call
  * You can redeem a phone number from the log\\
 {{:office:dect_phone-logboek.jpg?400|}}\\
  - Press the "**Logboek**" button
  - Select "**Gemist**" to redeem a missed call
  - Select the number and press the **green** dialer to call the missed number
  - Select "**Inkomend**" to redeem the latest number that you have spoken to
\\
=== Actions when in a call ===
You are called\\
{{:office:dect_phone-gebeld_worden.jpg|}}\\
  * Pick up the phone
  * You are in the call\\

**Connect to others**\\
{{:office:dect_phone-dooverb1.jpg|}}\\
  * Press button "**Opties**"\\
{{:office:dect_phone-dooverb2.jpg?400|}}\\
  * Choose option "**Doorverbinden**"\\
{{:office:dect_phone-dooverb3.jpg|}}\\
  * Dial number 
  * Or choose "**Lijst**" to go to a listed contact
    * Choose preffered list
    * Choose preffered contact
  * Call number and introduce the caller
    * Choose "**Doorverb**"to connect
  * If no one answers
    * Choose "**"Eind**" to go back to your call





\\
==== Mobile App ====
All users can install the Mobile App on their mobile device. When installed your device works as an extension of your Logic office phone. How thoes this work?
  * Your device also rings when you are called
  * You can answer calls as if you were at the office
  * You can make calls by using your office number
  * The App uses data to connect calls
**Install the App**\\
{{:office:3cx_app_sm.png?400|}}\\
  * Scan the QR code from your welcome user email to unlock your account and activate the app\\
\\
=== How to use the App ===
{{:office:3cx_app-dailer_sm.jpg|}}\\
**Calling with the App**
  - Open the app to activate it
  - When your status is **green**, at the top right corner its activated
  - The app has a common dialer with common dial menu
  - When using the app you are calling with your direct office number, your mobile number is protected

**Menu**\\
{{:office:3cx_app-menu_sm.png?400|}}\\
  * Click on the top left menu symbol to open for more options
  * Click on your name to go to your **status** menu\\

{{:office:3cx_app-status_sm.png?400|}}\\
  * Only use the options "**Beschikbaar**" and "**Niet Storen**"
  * "**Beschikbaar**" means that your App is activated
  * "**Niet storen**" means that **all your devices** are deactivated
  * All your devices, are also your deskphone and webclient
\\

=== Disable Calls and Push messages ===
In the App, go to Settings, Accounts and deselect the active Account.
 
In the Webclient you will notice that the Smart Phone option has disappeared.

If you still want to receive incoming calls, you need to setup Forwarding rules in the Webclient.


==== Webclient ====
The 3cx Webclient is actually the base of your VOIP phone solution. Everything starts with the installation of this Webclient. Without it you cannot use your phones. Your client account together with the installation guidelines are provided by Benk groep. Every user has a seperate acoount and login.\\
  - [[office:#Installation|Installation]]
  - [[office:#Functions Menu|Functions / Menu]]

=== Installation ===
Once you have rceived your welcom email from Benk, you follow the instructions to install the 3cx webclient in your browser.\\
\\
**Please Note!!**\\
  - Install the 3cx webclient in the Logic Parallels client browser
    - Bookmark the tab in your bookmarks bar
    - Login to the 3cx Webclient, with your personel credentials
  - Install the 3cx webclient in your local browser on your computer
    - Bookmark the tab in your bookmarks bar
    - Login to the 3x webclient with your personel credentials
    - You **only have Audio in your local 3cx** version
    - use this for your **websessions!**

**Login screen**\\
{{:office:3cx_login.png|}}\\
\\
**Start screen**\\
The start screen gives you an overview of your functions menu, status and the Logic internal contacts "people"\\
{{:office:3cx_beginscherm.png|}}\\
  - Functions Menu (left of your screen)
    - We will go over the **activated** functions in this Wiki, that you can use
    - For example; you have **no voicemail** function, this is only activated at the main Logic number
    - **Don Not Change** the settings, you can add a personal picture if you want, and that's it!
  - Status bar (top of your screen)
    - The status bar at the top indicates 2 slections at the top right;
      - Selected device, standard "//Yealink//"
      - Selected personal status, standard "//Available//"
  - People (Group at your screen)
    - These are al the registered users at Logic
      - From this menu you can choose some direct actions per client
      - Hover over the icons behind the name to see the details
      - These options will be explained in the menu section
\\
=== Functions Menu ===
  - [[office:#Contacts|Contacts]]
  - [[office:#Click to Call|Click to Call]]
  - [[office:#Chat|Chat]]
  - [[office:#Call History|Call History]]
  - [[office:#Webmeeting|Webmeeting]]
  - [[office:#Schedule Conference|Schedule Conference]]
 \\
=== Contacts ===
There are 2 types of contacts "**Company**" and "**Personal**"contacts
{{:office:3cx_contacten.png|}}\\
  * **Company** contacts are contacts set up by the compny, you cannot edit them
  * **Personal** contacts are contacts you can add or edit for personal use
    * Only add numbers you use often (to avoid searching CRM)
    * This is **NOT a replacement for CRM**
\\
=== Click To Call ===
You can use the webclient for a simple //click to call// action. This means you click on numbers in the browser to call. This only works flowlesly from your contacts in 3cx. Otherways you have to use a workaround.\\
\\
**Click to call 3cx contacts**\\
  - Select the "**call button**" behind the name of the contact in your screen\\
\\
**Click to Call numbers in your browser or CRM**\\
  - Select the number you want call on your screen
  - Copy and Paste it in your dialer
    - {{:office:3cx_client_dialer.png|}}
  - Edit the number if necessary
  - Select "**Call**" button
\\
=== Chat ===
The Chat function is for internal use. You can chat with a colleague or a group of colleagues.\\
{{:office:3cx_chat.png|}}
  - Select the name of your colleague
  - Start typing your message
  - Press //enter// to send 
\\
=== Call History ===
If you want to retrieve a call or want to see a number, you can use your //Call History//. Here you can find all numbers that have contacted you, you can select the nmuber you want to see.\\
{{:office:3cx_call_history.png|}}\\
  * From this menu you can call these numbers directly
  * look at the icons at the right (behind the numbers) for more options
\\ 
=== Webmeeting ===
A webmeeting is a **direct meeting** you **CANNOT** schedule. This meeting is best to be used for internal meetings. In this meeting you can talk and share screens. There are even more options, we will explain in the //Conference section//.\\
\\
**Please Note**\\
  * BEFORE you start a webmeeting you have to SELECT the "**WEBCLIENT DEVICE**"
  * ONLY This device gives you Audio on your headset
{{:office:3cx_select_webclient.png|}}\\
  - Go to the devices at the top right bar
  - Select webclient
  - Select Computer device on your plantronics headset
  - Start your webmeeting
\\
**Options in your Webmeeting**\\
{{:office:3cx_webmeeting.png|}}\\
**Indicated Arrows**
  * Device controll
    * Did you select the Webclient device?
  * Invite attendees
    * Directly invite a colleague to this meeting
    * In the attendee list you can see who has joined
**Numbered options**
  - Turn your Camera on or of
  - ALWAYS Turn your Microphone on 
    - ONLY mute when listening
  - Record the webmeeting
  - Share screen
    - You can choose wich screen you want to share
    - Options are given when selecting screen sharing
  - More options when in a meeting
    - Explained in the conference section
\\
=== Schedule Conference ===
A (web)conference is a webmeeting you can **schedule** and **easily invite others** with an agenda invitation. A conference has two options, only **Audio** or also **Video**. 
  * ALWAYS use the video if you want to use the camera, share screens, take over computers for support.
  * So when in a conference **simply use the video**
\\
**How to schedule a conference**\\
{{:office:3cx_conference_scheduler.png|}}\\
  - Select "**Schedule Conference**"
  - Select "**Video**" conference
  - Do you want to schedule it in the future, select "**Later**"
  - The agenda tap opens; select your preferred **date and time**
  - Create the **"Subject" = Name** of this Meeting, this appears in the agenda
  - At the Calendar choose "**iCal**", for the invitation. This creates an invitation in Outlook Calendar format which is saved on your local drive. Open the folder where it is saved and copy the iCal file to the shared disk in the Parallels client environment. now, when you click it, it will create an Outlook Calendar appointment (it may take a few seconds before the appointment is opened). Here you can modify the content, add recipients and **IMPORTANT: Set a time for a reminder!** . When you click to send this appointment, you will automatically receive emails with Accept/Reject status of all participants.

**Alternative way to send invitations:**
  - At the Calendar choose "**3CX (direct email)**", for the invitation
**Options to add participants**
  - "**Add Participants**" in the menu
    - {{:office:3cx_participants.png|}}\\
    - Add email addresses
    - **"Create Meeting"**
    - Invitations will be send by 3CX
    - **Advantage:** Very Easy
    - **Disadvantage:** Not personal
  - Do **NOT** add participants
    - **"Create Meeting"**
    - You are the only one that receives an email invitation
    - You can copy a link in a personal email invitation to your contacts/participants
    - **Advantage:** You are the sender of the email and not 3cx  
\\
**More Options**\\
When in a conference you have the same options as in a webmeeting. As already indicated you have more options as have been explained untill now. These options are mostly used in the conference.\\
{{:office:3cx_more_options.png|}}\\
**Numbered options**\\
  - At the indicated 3 dots behind a participant name you have several more options, when you are the organizer (indicated with a shield);
    - You can change the status of a participant, with different options (the options will reveil itself depending on status);
      - **Participant**; can only participate
      - **Presenter**; can use other options like share screen
      - **Organizer**; has full access, can also add and disconnect particiapnts during the meeting
    - As an **organizer** You can take over a computer of a participant to provide remote assistence, by gaining "**remote control**"
      - Click on the 3 dots behind a participant and select to "**remote control**" their computer
      - {{:office:3cx_remote_control.png|}}
      - The participant gets a request to grant remote control
        - At their 1st 3cx request, the participant has to **install the remote control application**
        - A pop up appears; {{:office:3cx_remote_download.png|}}
      - If the participant has multiple screens, the organizer has to select a screen.
      - {{:office:3cx_remote_icon.png|}}
      - The **organizer** can click the **blue "****remote control****" icon** to open the remote options; dailog and screen selection
      - The **participant** can click the **blue "****remote control****" icon** to end the session.
  - You can also share PDF's when in a meeting by selecting the "**Paperclip**"
    - This means you are sending the PDF to the participants
  - When in a meeting you can still add participants using "**Attendees(+)**"
    - The meetingrequest will be send immdiately to this new participant
    - He can instantly join the meeting
\\
**How to end a meeting**\\
Just select the **red phone icon** at the top bar. You will have to options;
  - Leave the meeting; this means the meeting will continue without you
  - End the meeting; the meeting will end

==== 3CX - Teams Synchorization ====

**3CX       ---   Color            ---   Teams**

Green     ---   Available        ---   Available 

Orange    ---   Away             ---   Be Right Back / Appear Away
 
Red       ---   Do not Disturb   ---   Busy / Do not Disturb