3CX Parameters

3CX connectors connect to 3CX system and monitors devices as well as sending call control commands to the 3CX system.

The 3CX Phone System API has changed between 3CX version 16.0.5 and 16.0.6.

If running 16.0.5 use the Totalview3CX Core connector located in the InstallFiles\3CXCore(Win/Linux)1605 folder.

If running 16.0.6 or newer use the the Totalview3CX Core connector located in the InstallFiles\3CXCore(Win/Linux) folder.

The Totalview3CX connector connects to 3CX using the 3CX API.

The 3CX system requires that access from the 3CX API is established from the same machine as where 3CX is running. This means that the Totalview3CX connector also must be installed on the same machines as where 3CX is running.

N.B. It’s not required that the Totalview3CX connector runs on the same machine as the Totalview3Server service.

The 3CX Phone System API has changed between 3CX version 15 and 16.

Please select what 3CX version to connect to.

When connecting to 3CX version 16 only the Totalview33CX.exe and the config.xml files should be in the 3CX connector folder

Phone System bin path	Only for 3CX version 16. The path to the 3CX Phone system folder. Default is “C:\Program Files\3CX Phone System\Bin”
Config port	Only for 3CX version 15. Port of the 3CX config server. Default is 5485. When running multiple hosted 3CX instances the config port differs between the instances.
PBX port	Only for 3CX version 15. Port of the 3CX PBX server. Default is 5482. When running multiple hosted 3CX instances the PBX port differs between the instances.
Server User/Password	Only for 3CX version 15. Username and password to use when connecting the 3CX API to the 3CX system. The information can be found in the 3CXPhoneSystem.ini file.
PBX User/Password	Only for 3CX version 15. Username and password to use when connecting the 3CX API to the 3CX system. The information can be found in the 3CXPhoneSystem.ini file.
International prefix	Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code	Country code. For example 45 for Denmark and 298 for Faroe Islands
Local start/end	Fill in the first and last local number in the connected 3CX system. All numbers that are not in the interval are treated as external numbers

Call back calls

Call back calls are shown in the switchboard as normal external incoming calls but are decorated with an call back icon .

The external number is shown as caller and the queue as the called number.

Outbound Caller ID settings

The extensions Outbound Caller ID can be changed using the clients phone settings, and by changing state and activating appointments.

Valid Outbound Caller IDs are the users own work or mobile number, numbers defined in templates and forwarding rules, and optionally an empty string.

Allow blank Caller ID

Determines if the Outbound Caller ID can be set to an empty string.

Behavior configuration

Call group filter	Add a filter to only see call groups of interest. If empty then no filtering is added. It’s possible to add an interval of call group id’s or individual id’s, e.g. 4000,4010-4020
Device ID filter	Add a filter to only see devices and queues of interest. If empty then no filtering is added. It’s possible to add an interval of call group id’s or individual id’s, e.g. 4000,4010-4020,SP1-SP10

State synchronizing settings

Using 3CX state synchronization changes in 3CX user profiles are synchronized with Totalview, and changes in Totalview state is synchronized with 3CX. This enables the Totalview user to see the actual 3CX state, and the 3CX user to see the actual Totalview state.

Synchronizing states between 3CX and Totalview requires basic user license.

3CX Profile mappings	Define what Totalview template should be used when 3CX Profile is changed. When synchronizing 3CX states with Totalview, any forwarding rules defined in the mapped template is ignored. N.B. At 3CX connector start-up, only users with current state not originating from an appointment are synchronized.
Totalview State mappings	Define what 3CX Profile should be used when Totalview state changes. When synchronizing Totalview states with 3CX, any forwarding rules defined in the Totalview template are synchronized with the 3CX state OOF2 (All,External, Internal) and Available (None).

Yealink phone call control

Starting from 3CX v 16 the 3CX API offers hands free AnswerCall and MakeCall as well as attended transfer.

The Yealink action URI is therefor no longer required unless Hold/Resume on the Yealink phone is required.

Totalview is able to extend the call control offered by 3CX, by using the Action URI functionality offered by Yealink phones.

The following call control methods are available using Action URI and Yealink:

• Hands free AnswerCall and MakeCall

• ConsultationCall with Trasnfer or Reconnect

• Hold/Resume on the Yealink phone.

  To be able to user Action URI’s the security settings on the Yealink phones require that remote control access is allowed.

  Add the callers IP address to list of trusted IP’s.

  See “Yealink_SIP-T4X_IP_Phone_Family_Administrator_Guide_V72_2” for more information.

  When the first call is sent to the phone, the user must accept the use of remote control.

Device ID	The Yealink phones device ID as known in Totalview
Address	IP address of the Yealink phone. Action URI requests are sent to this address.
Username/Password	Credentials to use when accessing the Yealink phone.
Yealink format	Select to use new Yealink action URI format introduced in firmware upgrade in fall 2016. Default is false.
Use 3CX Parking	Select to use 3CX Parking instead of Yealink action URI Hold methods.

DTMF using the 3CXPhone client

Totalview does not support DTMF for 3CX as default because the 3CX API does not support sending DTMF tones.

There is a solution for this when using 3CXPhone clients. Instead of using the 3CX API, the Totalview client sends the DTMF request to the 3CXPhone client using the built in command tool CallTriggerCmd.exe.

The following requirements must be met to use DTMF on 3CXPhone client:

• the 3CXPhone client and the Totalview client must run on the same machine

• the 3CXPhone client must be installed in the default directory (%ProgramData%\3CXPhone for Windows\PhoneApp)

Call control features in 3CX version 16

The 3CX API has changed and now offers hands free MakeCall, AnswerCall and ConsultTransfer.

The MakeCall functionality has been changed to use the registrar record when initiating a call.

Depending on the device capabilities the call will be initiated using uaCSTA, 3CXDirectCallControl (for 3CX clients) or using the 3CX MakeCall service.

Consult Transfer has been added to seamlessly handing over consultation calls to the destination by joining the held call and the consulting call.

Recommended 3CX setup

3CXPhone setting

Prevent stealing of focus. When using the 3CXPhone and the Totalview client, the 3CXPhone should be set to not steel focus. Otherwise the focus will switch from the Totalview client to the 3CXPhone when incoming calls arrive at the phone.

To prevent the 3CXPhone to steel focus, set “Prevent answering pop-up from stealing focus on ringing” in 3CXPhone.Preferences and minimize the 3CXPhone to the icon tray.

Totalview is using the forwarding rules All, Internal, External and None. 3CX uses other forwarding rules and the rules do not comply directly with the Totalview rules.

A mapping is created between Totalview forwarding and 3CX forwarding using the following rules:

* Totalview rule All, Internal and External is mapped to the 3CX rule Out of Office 2.

When setting forwarding using Totalview, the extension forwarding in 3CX is set to Out of Office 2.

If Totalview forwarding is All or Internal, the “Forward internal calls” of Out of Office 2 is set to forward the calls to the selected ForwardTo number, otherwise the calls are forward to the voice machine.

If Totalview forwarding is All or External, the “Forward external calls” of Out of Office 2 is set to forward the calls to the selected ForwardTo number, otherwise the calls are forwarded to the voice machine.

* Totalview rule None is mapped to the 3CX rule Available. No changes are made to the settings of Available.

The 3CX connector monitor the extension forwarding, and updates the forwarding shown in Totalview based on the current forwarding of the devices.

Connections at 3CX Queued at listed in the queue member queue in Totalview.

I.e. if device 100 is member of queue 800, then calls queued at 800 will be listed in the Active Queue of device 100 in the Totalview client.

It is not possible do perform any call control on the queued calls.

Optional 3CX settings

Show Queue number as referrer

When the call is presented in the Totalview client, the referrer (number called) is the extension being called. If the call is presented through a queue then either the called extension or the queue number can be shown as referrer. If pre-pending the 3CX queue name with a +, e.g. “+ Sales”, then the queue number will be shown as referrer.

Special 3CX behavior

Transfer back on Busy

When using the 3CX functionality “Transfer back on Busy”, then calls transferred to a busy device will re-call at the transferrer if not answered before a defined timeout. When using “Transfer back on Busy”, Totalview has no control of the transferred end of the call, and can not retrieve or otherwise monitor the transferred end of the call. The following applies: 1) If a call is Transferred to a busy device, the call is placed in HandledQueue as normal. If user tries to retrieve the call from HandledQueue, the retrieval will fail and the call is removed from HandledQueue. 2) If a call is Transferred to a busy device, and the call re-calls, then the call is removed from HandledQueue when answered. 3) If the call is Transferred to a busy device and the caller hangs up, the call stays in HandledQueue until the user tries to retrieve the call or until a transfer/re-call/answer scenario occurs.

Monitoring external numbers

External numbers can be monitored when calls are travelling through the 3CX system. The external numbers must be registered as fully qualified in Users for the monitoring to function properly.

Examples for fully qualified numbers are:

Country	Number
Denmark	+45 12345678
Norway	+47 12345678
Sweden	+46 12345678
Finland	+358 12345678
Faroe Islands	+298 123456

Normally used settings:

Country	International prefix	Inernational code	Area trunk code
Denmark	00	45
Norway	00	47
Sweden	00	46	0
Finland	00	358	0
Faroe Islands	00	298