Making & managing calls

1. To place a call, click on the dialer icon  in the top right corner of your web client.
2. Enter the phone number or search by name, extension number or email address and then click the handset icon to start the call.
   
   
3. Beneath the search bar you will see an option “Call using: Browser”. Click on the arrow and a dropdown will appear with available devices/apps for you to use to place calls.
4. During a call, you can perform a number of actions:

1. Transfer a call - Click on “Transfer” and enter the name or number of the person you want to transfer the call to. The call is transferred.
2. Attended Transfer - Click on “Att.transfer” to announce the call to the receiver before transferring the call. The call will be put on hold.
3. Start a conference call - Click on the “Conference” button and enter the name or number of the person/s you want to add to the call. They will be dialed and upon answering, they will be added to the existing call.
4. Record a call - Click on the “Record” button at any point during your call to start recording. Click again to end the recording. Recordings can be accessed in the Web Client (if you have the required rights).
5. Initiate a new call - Start a new call on a separate line without hanging up the current call. To do this, click “New Call” and enter the name or number of the callee.
6. Switch to video - Switch your current audio call to a video call by clicking the “Video” icon in the dialpad.

Manage your status & queues

The Status feature allows you to see which colleagues are available to take calls. Avoid distractions and set your own status to let others know when you’re away or you don’t want to be disturbed.

• Click on your avatar in the top right corner and select your status from the dropdown.

• Your status color changes automatically to yellow when your line is busy.
• Use the pencil icon to set a custom status message.

• Time-limit your status by clicking on the “Set status temporarily” option.
• Click on “Settings” > “Call Forwarding”. From here you can customize each status and more:

• Enable/disable push notifications for each status.
• Rename “Lunch” and “Business Trip” statuses.
• Set the number of seconds before an unanswered call is forwarded for your “Available” and “Lunch” statuses.
• Set forwarding rules for unanswered calls.
• From the “Exceptions” option you are able to override forwarding rules based on Caller ID and time of the call.
• Set your office and break hours.

Auto switch status based on your working hours

You can configure automatic status switching based on your office hours from “Settings” > “Call Forwarding” > “Switch Status”. Choose whether your extension should use regular office hours or add your own. Your extension will then follow these hours and automatically change your status accordingly.

Add Caller ID Exceptions to your working hours

You can add caller ID exceptions to your working hours. This allows you to, for example, always accept a call from someone regardless of your working hours or never accept a call and send the caller straight to voicemail.

1. From the left hand menu in your Web Client, click on the 3 dots > “Settings”.
2. Now select “Call Forwarding” > “Exceptions”. From the Exceptions screen click on “+” to add a new exception.
   
   
3. Enter the caller ID you want to create an exception for.
4. From the “Received During” drop-down menu choose which hours this exception is valid for. All hours, Break Time, Office Hours and so on.
5. From the last dropdown, select where to forward calls to from your specified caller during your chosen hours. If you check the “Rebound” box, any unanswered “exception” calls will be automatically redirected to the extension that originally received it.
6. Click “OK” to save the exception.

Team view - Depts & Groups

• By default, the “Team View” shows all the members of the groups you are part of. You can choose a different “View” from the top right drop down list, e.g. marketing, sales.

• Add colleagues to your “Favorite” list by clicking the star icon next to their name.

• The contacts toggle in the top left corner allows you to show your personal contacts also. They will be listed after your colleagues.

Chat with colleagues and customers

Send and receive instant messages with colleagues, live chat with website visitors, WhatsApp & Facebook, and receive SMS/MMS messages from customers. Access all chat functions from the “Web Client” > “Chat” option in the left-side menu.

Quick response chat templates are available to be created and edited by group managers. These allow users to respond with predefined messages making response times quicker. Templates can be split into different categories and languages.

Learn more about composing chats and SMS, and the various chat functions available in the business chat manual.

Start a video conference

Start a video conference or schedule a conference by clicking on the “Meet” option in the left-hand menu of your Web Client. Find out more about video conferencing and its features in the Video Conferencing manual. 

Voicemail

The voicemail function in 3CX is ever so easy to use. Set your voicemail greeting, play your voice messages, read a transcription, and more from your app, Windows softphone or web client.

Setting your Voicemail Greeting

From the web client:

1. Click on your avatar in the top right corner and click on “Settings” > “Greetings”.
2. From here you can choose to customize your greeting according to your status:

1. Upload a personal greeting.
2. Record a personal greeting from your PC by clicking on the microphone icon.
3. Record a personal greeting from your IP Phone by clicking on the deskphone icon.
4. Delete a greeting.
5. Select to play the default greeting.

Playback your Voicemail Messages

You will be notified of a new voicemail message by email and from any one of your apps -  web client, Windows softphone or iOS or Android apps.

From the Windows Softphone:

1. Click on the “Voicemail” option in the left-hand panel.
2. Here you will see all your voice messages.
3. Click on the voicemail to listen to it.
4. Click on the icon next to the voicemail to read a transcription of the message.

From your iOS or Android app:

1. Tap on the “Voicemail” icon in the bottom right corner.
2. Here you will see all your voice messages.
3. Tap on a voice message to hear it.
4. Alternatively, you can tap on the 3 dots next to the message and choose to: get a transcription, call back or mark as heard.