Setting up Extentions

Extension Management

Introduction

This chapter explains how to create and configure extensions in 3CX.

 

There are multiple ways to create an extension:

  • When provisioning a new phone, you can choose to create a new extension.
  • Extensions can be manually created from the Extensions node in the management console.
  • Extensions can be imported from Active Directory (or any other LDAP server) or a CSV file.

Extension Configuration

Screenshot – Extension Configuration

 

To configure an extension, click on the Extensions node in the 3CX Management Console. Click on Add Extension to create a new one or select an existing extension and click ‘Edit’.

General

In the User Information section you can enter the first and last name and the email address of the user. A welcome email with information on the extension created, as well as voice mail notifications (configurable) will be sent to the email address configured.

In the Authentication section, the authentication ID and password are auto generated, however they can be altered as needed. If the phone is provisioned, the authentication details will be sent to the phone automatically. If the phone is manually configured, the authentication details need to be entered manually in the phone’s configuration.

Voicemail

Extension Settings - Voicemail Tab

 

The Voice Mail Configuration tab allows you to configure the extension’s voice mail preferences including the voicemail PIN number for authentication, enable/disable PIN Authentication, play Caller ID, and if you want 3CX Phone System to read out the Caller ID and the Date / Time of when the message was received. You can also choose to send an email to the email address configured for the extension when voicemail is received.

The Manage greetings section allows you to configure your Voicemail greetings. The following options are available:

  • Add new – Allows you to add a new greeting from a .wav file.
  • Record from phone – Lets you record a new greeting file from your phone and add it to the greetings list on the left.
  • Delete – Deletes a greeting file from the greeting list on the left.
  • Refresh WAV files – Refreshes the list of greeting files in the user’s folder.
  • Play on phone – Allows playback of the selected greeting file on a configured IP phone.
  • Play - Allows you to download the selected greeting  file to your computer and listen to it.
  • You can also choose whether to play the same greeting file for all your statuses or configure different greeting messages for each status.

Forwarding Rules

Each extension can have a set of call forwarding rules that define what 3CX Phone System should do when the extension user is unable to take an incoming call. This can be configured based on the user’s status, the time, the caller ID, and whether the call is an internal or external call.

Each status requires a call forwarding rule. For example, if the user is unable to take a call whilst his/her status is ‘Available’, you can forward the call to voicemail, whilst if the status is set to ‘Out of Office’ you could forward it to his/her mobile.

 

Call forwarding can be configured by the administrator from the management console or by the user from the 3CXphone client. Please see this web page for instructions on how to configure call forwarding for an extension:

http://www.3cx.com/user-manual/forwarding/

Other

Screenshot – Other Tab Options

 

Extension Capabilities

The extension capabilities section allows you to set advanced options for a particular IP Phone registered to this extension. It is best to leave these options default.

 

User Information

The user information section allows you to set your status, log in and out of queues, turn DND on or off, configure the caller ID for the extension and the SIP ID.

Options

The options tab allows you to configure options, restrictions and access for the extension.

Screenshot 17 – Options Tab Selection

Options

 

  • Record all calls – Records all calls for the user.
  • Call Screening On – Use ONLY for the Rebound feature. Will prompt the user for a name and play the name to the called party so that the person may decide to take the call or not.
  • Send email notification on missed call – Triggers an email for each missed call.
  • Do not show extension in 3CX company phonebook – Removes extension from the phonebook.

 

Restrictions

 

  • Disable Extension – Disables extension.
  • Disable External Calls – Disallows any external calls from the extension.
  • Pin Protect - You can configure an extension to allow outbound calls only after the user enters a PIN. To unlock the extension, the user dials 777 followed by the PIN and a #. The PBX will inform the user that access has been granted. The user can then proceed to dial the desired external number.
  • Disallow use of extension outside the LAN – Blocks any registrations from outside of the network. This setting applies to IP Phones.
  • Block remote tunnel connections – Blocks the extension from being registered outside of the network, even if it uses the tunnel feature (which is seen as a local registration)

 

Access

 

This section allows you to configure to which portals this user/extension has access:

 

  • Allow 3CX Management Access – Allows the extension to have access to the 3CX Management console. This option also has additional permissions that you can set up by clicking the ‘Configure Permissions’ button next to it.

Configuring Extension Management Permissions

Once you enable ‘3CX Management Access’ you need to also configure the Management Console Access permissions. To do that click on ‘Configure Permissions’..

Extension Settings – Options

 

You will be shown the above management permission options:

  • Manage your own Extension – This option only allows you to manage and access your own extension when you log in to the 3CX Management console using your extension credentials.
  • Group / Department Manager – When enabled it allows you to manage and edit extensions that belong to his group(s).
  • Global Extension Manager – This allows you  to manage and edit all the extensions on the 3CX Phone System.
  • VoIP / Trunk Administrator – When this option is enabled you can add and configure VoIP Gateways, VoIP Providers and Bridges.
  • System Administrator – This allows you to access / edit / modify System Extensions (Queues, Ring Groups and Digital Receptionists) and to also have access to ‘Settings’ and 3CX Phone System Updates. Note:These options will also affect the 3CX Management Console view when you log in using your Extension number and Access Password for 3CX Web Services.
  • Allow Web Reports Access -– Allows the extension to have access to the 3CX Web Reports console.
  • Allow Admin operations – Allows the extension to delete recordings and configure call types in 3CX Web Reports
  • Can download any Recording – if this is enabled the extension can download any recording from Web Reports
  • Allow Wall Board Access – Allows Access to the 3CX Wallboard
  • Allow Hotel Module Access – Allows the extension to have access to the 3CX Hotel Module
  • Access Password for 3CX Web Services – This is the password that has to be used for access to the above 3CX Services.

Office Hours Scheduling

Screenshot – Office Hours Scheduling Tab

 

The Office hours Scheduling feature allows a user to be set to ‘Out Of Office’ status based on global office hours or specific office hours. Two functions can be performed by the PBX:

  • Automatically Set to Out Of Office – Outside of the Office hours, the user’s status will automatically be switched to ‘Out Of Office’. By default the user will ALSO be logged out of the queue (this option can be toggled from the Extension options tab).
  • When switching to Out of Office / Away, log out from Queues – This option will automatically log the user out from the queues when he switches to ‘Out of Office’ or ‘Away’ status
  • Block Outbound calls outside of Office Hours – Blocks any outbound calls from this extension outside of office hours.

 

Configure Office Hours

After you have selected which actions to schedule you must configure whether to use:

  • Global Office Hours – This extension uses the system wide office hours.
  • Specific Office Hours – This extension uses specific hours, which can be configured using the configure button.
  • Set to Away Whilst on Break - In addition to the out of office schedule, you can also configure that the extension must be automatically set to the ‘Away’ status during Break / Lunch times. To enable this option select ‘Automatically switch to Away during Break times’ and configure the break times.

Extension Rights

Screenshot – Extension Rights

 

The ‘Rights’ tab allows you to quickly check an extensions Group membership rights for this extension and configure them according to your preferences. All the available groups appear on the ‘Group Membership’ list on your left.

 

Any group that the extension already belongs to, is checked and the role of the current extension in the group appears in the Role column.  The user’s rights for the selected group are displayed on the right side of the tab.

 

You can modify the extension’s rights for that group by ticking off the options in the ‘Rights currently assigned part’ of the tab or even change the extension’s role by clicking on the ‘User Rights’ and selecting ‘User’ or ‘Manager’ from the drop down menu.

 

To add an extension to a group simply tick off the check box next to the group name that you want the extension to be a part of and select the user rights on the ‘User Rights’ part of the tab. Press ok to apply your changes.

Extension Groups

3CXPhone can limit what call information is shown to the user based on extension groups. These extension groups are used to determine what information is shown to whom. In addition they help group the extension for both users and the administrator. Note than an extension has to be part of at least one group.

Default Group

The Default group contains all extensions, whereby users of the group have no rights, but managers of this group can see information about all the extensions. Any extension you create will automatically be assigned to this group initially (until you remove it or assign it to another group).

 

Note: The V11 management group has now been rendered obsolete and is replaced by the ‘Default’ group. Management Group rights is now Default Group Rights in the Default Group. If you are restoring a backup from V11 to V12 then all the users will be added as users to the Default group and any managers in the management group will be added as managers in the Default group.

The Default Group is a group is always present in 3CX Phone System. Managers assigned to this group can:

  • See the call details of ALL extensions and queues (since all extensions are part of the default group unless you remove them from the group)
  • Perform operations on ANY call in the system (Pickup, transfer, Divert, Reject, Barge-in, and Park).

 

To add an extension to the Default group:

  1. Click on the ‘Default’ sub-node under the extensions node.
  2. Select an extension and click Add. Press Apply/OK to save the changes.
  3. Now logout and login with 3CXPhone to see the additional information.

Group Rights Logic

Users can be assigned rights to see details of other members in their group and managers can be assigned elevated rights to users in their group. Rights are assigned based on Group membership. That means that a manager will be able to see call details of any member of his / her group, independent of the call destination or origin.

Managing Extension Groups

Group Membership

Screenshot - Adding an Extension Group

To create an extension group:

  1. In the management console, click on the Extensions node and click on the ‘Add Extension Group’ icon.
  2. Now proceed to add extensions by selecting extensions from the left list and clicking on the ‘Add’ button. Note that Extensions can now be part of multiple groups. Publish Group information to all company users: This option publishes your Group presence to all the 3CX Phone System Users (all the extensions can see your group presence and calls).

 

Screenshot – Role of user in the group

 

You can select which user will be the Manager of the group by:

  1. Clicking on the ‘Member Rights’ tab, then clicking on the user’s name in the ‘Extensions in this Group’ Member list.
  2. You may then select the ‘Role of user in this group’ where you may select ‘Manager’ or ‘User’ and accordingly the user will be granted the rights of a manager or a user. You can configure one or more ‘Managers’ for any group. Typically this would be a department supervisor. Group Managers will be able to see the call details of everyone within that group.

Group Default Rights

Screenshot - Setting Extension Group Rights

 

The ‘Default Group Rights’ tab specifies the default rights that are assigned to each user role. These default ‘Manager and ‘User’ rights apply to the current extension group.  You can configure these rights separately for each extension group. To configure the default group rights:

 

  1. Click on the ‘Default Group Rights’ tab. These settings pertain to what group members and users within this group can see and do in 3CXPhone.
  2. Optionally you can enable the Manager extensions to perform operations on calls of the group members. Check the option “Perform operations on calls to users of this group” to enable this.
  3. Similarly, you can also configure what rights User group members have.
  4. Click OK to save the group and rights information. Users will need to logout and login to 3CX 3CXPhone to see their new rights reflected.

Customizing Rights for Individual Users

Screenshot - Setting Extension Group Rights

 

If you want a particular user or manager to have more (or fewer) rights than the defaults specified in the “Default Group Rights” tab, you may specify those rights by:

  1. Clicking on the member’s name in the ‘Extensions in this Group’ list in the “Members Rights” tab
  2. Ticking off the checkboxes with the rights that you want the member to have in the “Rights currently assigned” part of the tab.
  3. The options available for the users are:
  1. Can see group members – Allows the user to see group member presence
  2. Can see group calls – Allows the user to see calls made by group members
  3. Show presence to group members – Shows the user’s presence to group members
  4. Show calls to group members – Shows user’s calls to group members
  5. Perform operations (divert, transfer, take) on any active call to group members
  6. Can Barge in – Can barge in to calls made by group members
  7. Can Intercom – Allows the user to intercom other extensions
  8. Allow parking – Allows the user to park calls
  9. Allow IVR control – Allows user to control the IVR
  10. Allows to manage Company Phonebook – Allows the user to add / edit / Delete contacts from the Company Phonebook via the 3CXPhone for Windows Client
  1. Select the options that suit your needs accordingly and then click “Apply” to apply the chosen rights

 

Importing & Exporting Extensions

If you need to create a large number of extensions it is handier to bulk import the extensions. There are two ways to do this, using Active Directory or a CSV file.

Importing from Active Directory

Alternatively you can import directly from Active Directory or other LDAP servers via LDAP. Every time a change is made to the user configuration in Active Directory, users can be re-synchronised, in which case only the updates will be imported. A description of how to do this can be found at http://www.3cx.com/blog/docs/import-active-directory/

Exporting / importing to / from a CSV file

Create a spreadsheet with columns for each field that you wish to import and save this as a CSV file. You can find a detailed description of fields as well as a link to a sample import file at: http://www.3cx.com/blog/docs/bulk-extension-import/

 

  1. Log in to the 3CX Management Console and click on the ‘Extensions’ node.
  2. Click on the ‘Import extension’ button.
  3. Browse for your extension CSV file, select it and click ‘Open’ to import your extension to the 3CXPhone System.

 

If you need to export your extensions to a CSV file format to either save them as backup or to make a lot of changes to the users follow the next steps:

 

  1. Log in to the 3CX Management Console and click on the ‘Extensions’ node.
  2. Select the extensions that you want to export and click on the ‘Export extension button.
  3. Type in a file name and save the CSV file.

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