CloudPBX 3cx Quickstart Guide V20

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.

Article ID: 853
Created: November 18, 2024
Last Updated: November 18, 2024
Author: Natural Networks NOC [support@naturalnetworks.com]

Online URL: https://kb.naturalnetworks.com/article.php?id=853