3CX Parameters

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

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.

3CX connection settings

Phone System bin path	The path to the 3CX Phone system folder. Default windows setting is “C:\Program Files\3CX Phone System\Bin” Default Linux setting is “../../../var/lib/3cxpbx/Bin”
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

Outbound Caller ID settings

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

The user must have the “Set Caller ID” user right to use Outbound Caller ID.

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
DID length	Part of DID number to use as local number. E.g. the value 4 will result in 4000 when 34344000 is called. The value 0 means that Inbound rules are used to map DID number to local number

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.

Pickup IVR data

3CX Call Workflow designer can be used to setup IVR data capture from users and add the data to call events.

The data can then be picked up by Totalview for further use, e.g. shown in desktop clients.

Adding IVR data to events requires setup of an “Attach Call Data” component in the 3CX Call Flow Designer with the values described below.

DataName	public_ivr
DataValue	UserInput.Buffer

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).

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 and newer

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

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

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

When several client types are connected to the same extension, the types are ordered in the order 3CXPhone, Yealink, Others and WebRTC when executing MakeCall and AnswerCall.

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

N.B. Hands free call control is not supported by 3CX Phone V18 or 3CX WebRTC. 3CX Phone V16 is recommended.

3CX behaviour

3CXPhone setting

Prevent taking focus. When using the 3CXPhone and the Totalview client, the 3CXPhone should be set to not take 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 take focus, disable the “Focus” setting in the “Behavior” section of “Advanced Settings”.

Forwarding

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.

DND

When setting DND in Totalview the extension “Forwarding Rules” in 3CX is set to “Do not disturb”.

When clearing DND in Totalview the extension “Forwarding Rules” in 3CX is set to Available.

No changes are made to the settings in the “Forwarding Rules”.

If user has “DND when in Teams” user rights, then 3CX DND is set when user is in a Teams call.

Calls in queues

Connections at Call Queues are 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.

N.B. Only Call Queues, and not Ring Groups, are supported by Totalview

Call statistics and Call Control support

Go to Call statistics when using 3CX. for information about 3CX call statistics behavior.

Go to PBX matrix at. for a list of 3CX call group statistics and call control support.

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.

Service installation

Totalview3CX service must be running on same machine as the 3CX Server is running.

Documentation of Linux installation can be found here.

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	International code
Denmark	00	45
Norway	00	47
Sweden	00	46
Finland	00	358
Faroe Islands	00	298