Phone

3CX Phone Support

Make, Receive & Transfer Calls

You can make calls from your IP phone (the handset on your desk) or a 3CX Client (the phone software on your PC or Smart Phone, even the web client).

Making calls using the IP Phone and 3CX Web Client

On the Yealink IP Handset, dial the number and press send. Click Here to read more.

On the 3CX PC client: (Click Here for detailed instructions)

  • Keypad – press the button next to the Search bar, enter the number and click “Call.”
  • Phonebook – Click on the “Contacts button in the bottom menu of your client. Double click, right click or tap on the contact that you want to call and click “Call.”
  • Hotkeys – Use a key or key combo on your keyboard. Click the “Gearsto access Settings select “Hot Keys” and “Enable keyboard shortcut” as required.
  • Call History – Click on the “Call History button on the bottom menu, find the call entry and double click or tap. To access Contact Details and select the action press “>” on PC and Android, otherwise tap on the contact.
  • Presence screen – Check if the person is available before calling. Click on the “Presence icon and select or search the desired contact. Press on the contact and then click “Call” to perform the action.

Transferring calls using the IP Phone and 3CX Web Client

Blind Transfer Method – Yealink Handset
• Press “Answer” on the touch screen to answer the call
• Press the “Transfer” button on the touch screen, enter the extension number of the person you would like to transfer the call to. Press “Transfer“.
• The the call has been transferred to the specified extension.

Attended Transfer Method – Yealink Handset
• Press “Answer” on the touch screen to answer the call.
• Put the caller on hold by pressing the “Hold” button on the touch screen.
• Press the “New Call” button to initiate a new call. Dial the extension number of the person you would like to transfer the call to. Press “Send“.
• The transfer recipient answers and accepts to take the call.
• Press the “Transfer” button on the touch screen and select the call that is on hold on the touch screen.
• The two calls are now merged.

Blind Transfer Method – 3CX Client
With a blind transfer you can transfer the call without notifying the recipient.
• While in a call, click on the “Transfer” button
• Select contact by typing the name or number of the contact you wish to call, or use presence, phonebook or call history to select desired contact.
• Click on the “Transfer button to transfer the call. The call will be transferred as soon as the recipient accepts the call or you press “End.”

Attended Transfer Method – 3CX Client
With an attended transfer you are able to notify the recipient before transferring the call. During this time, the caller is on hold and the transfer is completed only when the recipient agrees to accept it and you hang up. To perform an attended transfer:
• While in a call, click the “Att. Transfer” button
• Dial the number or name you want to transfer the call to, or select a contact from presence, phonebook or call history, click the “Call” button and announce the caller waiting on the line. The line on hold will be marked as orange while the active line is marked in green.
• After confirming that the recipient wants to take the call, click the “Transfer” button , hang up, and the call will be transferred to the recipient.

Detailed version of Blind and Attended Transfer Using a Yealink T48/T46 – Further Details Here

Detailed version of Transferring calls with the 3CX client – Click Here

The Web Client

You can manage your Extension using the Webclient – here you can record greetings, create contact lists and get an overview of your settings – Click Here (Your Username is your phone extension number)
Full details detailing Logging On, Making and Receiving Calls and elevating calls to Conference calls – Click Here

Configuring forwarding rules & setting status

The call forwarding feature allows you to automatically forward an incoming call to voicemail, another extension, an external number, your mobile, or send a busy signal, depending on your current status and time.
• You can configure your client to automatically switch between “Available” and other statuses based on your office hours. You cannot set this up yourself!
• You can have a status applied for a particular time, say one hour, and then have it change back to the default status. For example, if you will be in a meeting for an hour and don’t want to be disturbed, just select “Set status temporarily,” select Away and specify 60 minutes.

Setting you status using Web Client:

Configuring call forwarding rules:

Configuring forwarding rules & setting status – For Full Details – Click Here

Voicemail

How to Check Your Voicemail Using Yealink T48/T46

•To check your voicemail, press the “Message” button, or press the “View” button on the touch screen (T48G) and follow the voice prompts.

Managing your Voicemail using any Desk Phone

You can manage your voicemail using any Desk Phone, make or model, configured on your extension, by dialing “999”. A voice menu system will ask you to enter your Personal Identification Number (PIN) followed by “#”. The initial options you are presented with, are the following:
• Dial * to play your messages.
• Dial “9” to go to options.
• Dial pound “#” to exit.

When you dial “9” for options, the following options will be announced by the voicemail system. Dial the respective numbers to change and update these features:
• Dialing “1” allows you to change your profile status.
• Dialing “3” allows you to dial a number.
• Dialing “4” allows you to delete all read messages.
• Dialing “5” allows you change your self-identification message.
• Dialing “6” allows you to play mailbox information.
• Dialing “7” allows you change your voicemail PIN number.
• Dialing “8” allows you to change your greeting message.
• Dialing “9” allows you to restart the voice menu prompts.

Managing your voicemail

For a comprehensive set of instructions – Click Here.

When your extension is busy, cannot be reached, or you choose not to take a call, callers have the option to leave a voice message. These messages are stored in chronological order and can be accessed by phone or from the 3CX client. If you have unread voicemails, an envelope icon automatically appears on your client’s notification screen or as a number on your web client.

To listen to your voicemails on 3CX Client and Web Client

• In the 3CX client, click the “Voicemails icon from the bottom menu. In the 3CX web client, click on the “Voicemails” link.
• Select, right-click or tap on a voicemail to bring up the options menu and select:
– Play – this downloads the voicemail as a .WAV file and will automatically play it on your PC. On Android you may hear the voicemail on your smartphone. The client for Windows gives you the ability to play, stop and pause the file while playing. On a Mac, double click the message and it will play directly from the voicemail window.
– Play on Phone – 3CX will call your extension and play the voicemail.
– Call – Calls the person who sent you a voicemail.
– Mark as heard or unheard
– Delete
– The web client gives you the additional option to “Download Voicemail
• On the notifications screen the envelope will disappear, meaning you have no new voicemails.

Leave voicemail on a particular extension

To leave a message in the voicemail of a particular extension:
Dial *4
For example, *4100, will leave a voicemail message for extension 100.

Customizing your voicemail greetings

A personalized and professional voicemail greeting may be the first contact between you and your client. Give them a good impression by creating a personalized voicemail greeting:

• From the dial screen click or tap on the “Voicemail button.
• Click on the folder button to go to the “Set Voicemail Greetings” tab. You can “Record Greeting” or “Browse” an existing recording.
• To select an existing recording, click the folder button . Browse to select the .WAV file that you wish to use and click “Open.”
• To record a greeting, click the “Record Greeting” button and enter a filename. Click “OK” after entering the filename.
• You will receive a call from Caller ID “RecordFile”. Answer the call and follow the in-call instructions.
• When the call ends you will be returned to the dial pad; Now access the “Set Voicemail Greetings.”
• The recorded message will be available for all statuses. Select the status that you wish to set the recorded message for by clicking on the field next to the status.
• Click the “Voicemails” button to save your changes and return to the voicemail list. To record another custom greeting follow the same procedure.
• Tip: You can hear your greetings before saving them by pressing the button for Windows and Mac or for Android. A call from “Playfile” will be directed to your extension.

You can also customize your voicemail greetings using the Web Client – Click Here for details.

Phonebook, Recording, Dial Codes, Chat

Using the 3CX Phonebook

The 3CX Phonebook allows you to quickly launch calls without wasting time finding a contact’s number and subsequently entering it in the phone, eliminating misplaced calls from mistyping the number. Not only can you dial numbers directly from the phonebook but also perform a host of actions that can also save you time.

• Click on the “Contacts button at the bottom menu to access the phonebook. There are four types of contacts in the 3CX Phonebook (contact list):
– Company contacts : Contacts retrieved from the PBX.
– Personal contacts : Contacts added by the user and can be seen only in the user’s client.
– Company extensions Available only for Android. In Windows, Mac and iOS the company extensions can be accessed only from the presence view.
– Mobile phone contacts Android , iPhone : Contacts retrieved from the user’s mobile phone.

Adding Contacts

• From the quick menu select “Add Contact”. On Android and iOS you can add contacts either by pressing the on the dial pad or from the “Contacts” screen by pressing the plus sign.
• In the new 3CX contact screen fill in the contact details.

• If you have the rights to create company contacts you can select the “Add to company phonebook” option. This option will save the contact to the company phonebook, allowing all users within the company to access it.
• Click on “OK” to save the contact.

For further details about editing, deleting and searching contacts – Click Here.

Call recording

You can record calls for compliance or customer service improvement purposes. Recordings can be accessed from both the clients and the management console. For full details Click Here.

PBX Dial Codes – Advanced Usage

Dial codes are key/number combinations used to access functions within the phone system directly from your phone. Below are some of the most useful codes – for a full list – Click Here.

Parking

If you wish to “park” a call and then pick up the call from another extension, you can do so by parking the call in the “Parking orbit”. Alternatively, you can use the “Shared Parking Orbit”.

To park a call
• On an established call to your extension start the “blind transfer procedure” and transfer the call to *0[0-9]. For example, *01 will place the call in the parking orbit 1, *02 will place the call in the parking orbit 2, etc.

To pick up a parked call
• Dial *10 to *19 where the 0 – 9 is the park orbit number the call was parked in. For example, calling *11 will pick up any calls parked in parking orbit 1, *12 will pick up any calls parked in parking orbit 2, etc.

Parking Multiple Calls
• Parking orbits support parking of multiple calls in the same orbit. Therefore, when unparking, you can add the extension number from which the call was parked to be sure that you un-park the correct call.
• For example, if extension 100 parked a call in park 0, this call can be picked up by another extension by keying in *10100. Omitting the extension number otherwise un-parks the longest parked call in the particular orbit.

Pickup a call
• If you hear a particular extension ringing, and you know that the owner of that extension is not able to take the call, you can take the call by using the “Call Pickup” feature. To do this, type:
• *20*
• This will redirect the active call from the specified extension to your extension. You can also retrieve a call from a ringing extension without specifying the extension number. To do this, type *20* followed by the send key. This will redirect the longest ringing call to your extension.

Change Profile Status
• You can change your status by using the dial code in the following manner: *3[0-4]. 0 is “Available”, 1 is “Away”, 2 is “Do not Disturb”, 3 is “Custom 1” and 4 is “Custom 2”.
For example, dialing *31 from extension 100, will change the profile status of extension 100 to Away

Connect to Voicemail of extension
• To leave a message in the Voicemail box of a particular Extension: Dial *4.
• For example, *4100, will leave a voicemail message in the voicemail box of extension 100.

Paging

The intercom feature allows you to make an announcement to another extension without requiring the other party to pick up the handset. The message will be played via the other phone’s speaker. The audio is two way, and the called party can respond immediately without picking up the handset. Paging is also a group right which must be assigned to an extension. The extension can then use paging within its extension group. If the right is missing, paging calls will be converted to regular calls.

Start an Intercom Call
• Prefix the extension you wish to call with *9, followed by the extension. For example, to make an intercom call to extension 100 you should dial: *9100
• If you want your phone to Auto-answer (only applicable for legacy devices) you need to configure a dial code in the PBX Settings → Advanced → Dial Codes tab. This Dial code must be unique and must not conflict with any of the other dial codes.