The 3CX smartphone app for Android allows you to seamlessly take your office communications with you wherever you go. Access the company phonebook, make calls, send chat messages and more from the palm of your hand. There’s no need to use your personal mobile plan for business calls anymore.

Setting up your Extension

If you haven’t already, install the app from the Google Play Store. 

  1. Allow 3CX to access the camera so you can provision your extension via QR code.
  2. Scan the QR from your Welcome Email and continue to make a test call to the “Echo service” so that you can grant the app the required permissions. 
  3. Give authorization, make the call and you’re all set!

Placing a Call with the 3CX Android App

Making a call with the Android app is quick and easy. In “Contacts” search by name, number or email address, click the phone icon next to the contact and hey presto. You’re now using your office phone system from your smartphone. 

Once you’re in a call, you can seamlessly perform a number of actions, including:

  1. “Transfer” will give you the option to “Blind Transfer” without the need for you to speak to the receiver, or “Attended Transfer” will transfer the call after you first speak to the receiver to see if they accept the call.
  2. “Conference” allows you to create an ad hoc conference call, adding more participants to join the conversation. 
  3. “Rec” allows you to record your conversation.
  4. “Video” add video to your call for face to face communication.

Effortlessly Schedule a Conference Call

Press the menu icon to open the sidebar menu and find the Conference option. Here you can easily schedule a conference call and invite participants from your contacts or by email.

Set your Status and Avoid Distractions

Using the Status feature will let your colleagues know if it’s OK to call you, saving you from being distracted and them from wasting time. 

Choose from AvailableAwayDo Not DisturbLunchBusiness Trip, and Set Status Temporarily

"Set Status" menu options in 3CX Android App.

You can further customize your status and call forwarding rules by entering the status profile menu.

Customize your 3CX App

Personalize your app experience to suit your preferences in the Advanced Settings, which offer a number of options including Car/Bluetooth Support, Silence Detection, Battery Optimization and Ringtone customization. 

Sidebar menu functions in 3CX Android App.

To access Settings, simply press the menu icon at the top. From here you can also: 

  • Add, edit and switch between accounts 
  • Choose your theme
  • Configure audio options
  • Request a new Welcome Email.

Creating a Video Conference

The 3CX Web Client employs WebRTC technology to enable you to organize video conference calls or webinars, so that your participants don’t have to download and install any additional software or plugins.

Steps to create a Video Conference in 3CX Web Client
  1. “WebMeeting” – click to create a new video conference from the 3CX Web Client.
  2. “Invite People” – click to start adding participants to a video conference.
  3. “Add Participants” – add name and email in the Participants list and then click “OK” to invite via email with a link and dial-in instructions to join the web meeting.
  4. “Copy Meeting Link” – copy the meeting URL to send to other participants.
  5. “Settings” – click to set WebMeeting advanced options

📄 Notes:

  • You need to allow the use of the camera and microphone to enable video and sound.
  • Participants joining an ongoing conference cannot see previous comments.
  • Join a web meeting from your smartphone by installing the 3CX WebMeeting app from the iOS App Store or from the Android Play Store.

Managing a Video Conference in WebMeeting

Video Conference controls in 3CX WebMeeting.
  1. “Record” – select the recording format preset and click Start” to begin recording your video conference or remote control session. When the meeting ends, the organizer receives an e-mail with the download link to the recorded video. 
  2. “Screen Sharing” – extremely helpful when conducting a product presentation or collaborating with colleagues. See more info below.
  3. “Share PDF” – share documents on the spot. See more info below.
  4. “Whiteboard” – the ideal tool for brainstorming sessions, business presentations or online classrooms. See more info below.
  5. “Polls” – create surveys to get feedback from meeting participants.

📄 Note: All shared PDF documents and recordings are kept on secure 3CX servers for up to seven (7) days after the meeting ends and then deleted.

Screen Sharing

Click on the Screen Sharing” button on the top toolbar and select to share your whole screen or a single window, browser tab or application.

To stop screen sharing, click on the Stop Sharing” button on the sharing status message. 

Share PDF

Click the Share PDF” button to upload and share PDFs from your “Repository” while in a meeting:

  • The Shared Documents Repository” window opens to “Upload”“Preview” and “Share” PDF documents.
  • All uploaded documents are saved automatically in the Shared Documents Repository”.
The "Share Document" toolbox in 3CX WebMeeting.
  • Double-click a document to share it on all of the participants’ screens. Using the Share Document Toolbox at the bottom of the screen, participants can interact with the document using the Cursor, MarkerEraser and Text tools.
  • To stop sharing the document, press the Stop Sharing” button at the end of the toolbox.

Whiteboard

Click the Whiteboard” button on the top toolbar while in a meeting and: 

  1. Choose a Blank” or “Dotted Grid” template to use.
  2. Meeting participants can use the Sharing Toolbar’s tools on a shared whiteboard.
  3. To stop sharing the whiteboard press the Stop Sharing” button. 

Screenshot

Screenshot function on video frame in 3CX WebMeeting

You can take quick screenshots via the Snapshot” button on the lower left of each participant’s video frame. Screenshots taken are saved directly on the participant’s computer.

Moderate and Control Users

An organizer can perform actions and provide additional rights to participants depending on their role, by clicking on a participant’s name and selecting:

Participant Action Menu Options in 3CX WebMeeting
  • Organizer” – Has full control of the web meeting and can use all the available features, as well as use the Remote Control function, control cameras, microphone and chat access. Organizers can also accept, reject or kick a user out of a meeting. 
  • Presenter” – Can share screen, reply to remote control requests, polling and share files and PDF documents. 
  • Participant” – Can participate, reply to remote control requests and polls, chat and open shared files.
  • Remote Control – An excellent way to provide exceptional customer service and solve problems quickly and efficiently.
  • Kick” – Immediately remove a user out of a meeting. Kicked users can re-join a meeting, as “kicking” is not the same as banning a user.

📄 Note: The meeting creator’s role is denoted by a shield icon and cannot be moderated by other organizer(s).

Shared Files

Share files via "Meeting Chat" in 3CX WebMeeting

Use the “Meeting Chat” panel to share any file between meeting participants:

  • Organizers and presenters can share files with size up to 64MB each, by:
  • drag-and-drop in the “Meeting Chat” panel.
  • clicking the “File upload” icon and selecting the file(s) to share.
  • All participants can click on shared files to open and save on their PCs.
  • Shared files are marked with a blue icon for the sharing participant and with a white icon to other participants.
  • Shared files are kept on secure 3CX servers for the duration of the meeting and then deleted.

Reactions

Reactions menu in 3CX WebMeeting

All roles can react within a web meeting by clicking the React” button and selecting their reaction, displayed in the “Meeting Chat” panel.

Remote Control Windows PCs

"3CX Remote Control Client Not Running" warning message.

This feature requires the “3CX Remote Control Client” for Windows 8.1+ x64 to be installed on a PC to be remotely controlled. If the Remote Control Client is not installed, download and install it from the link provided.

To initiate a WebMeeting remote control session:

  1. Any meeting organizer can click on a participant’s name in the “Attendees” panel and select to Remote Control” their PC.
  2. The participant on the other end can:
  1. click Yes” on the “Allow Remote Control” on-screen prompt to accept the remote control request, and 
  2. then click on “Open 3CXWMRemoteControl” to authorize the Remote Control Client to open the associated link.
  3. If the participant has multiple screens, the organizer needs to select the one to remotely control.
Remote Control icon in 3CX WebMeeting
  1. The organizer can click on the blue “Remote Control” icon to open the remote session dialog and optionally select another screen to control or end the remote session.
  2. The participant can click on the blue “Remote Control” icon to immediately end the remote control session.

📄 Note: To use a shared bidirectional text clipboard during the remote control session, the “3CX Remote Control Client”needs to be installed on both the organizer’s and participant’s PCs.

Meeting Rooms

3CX supports these virtual meeting rooms, as set by your system administrator: 

  • Private  – For one-on-one meetings, ideal for support and customer service queues. Your personal extension’s or assigned queues’ Click to Meet URL can be used as a virtual Private room, enabling anyone to join from their browser as a participant via a:
  • Personal WebMeeting link – the system sends a notification e-mail or chat to the assigned extension.
  • Queue WebMeeting link – all member agents assigned to the queue receive a notification email or chat. Once a member agent clicks on the link and joins the WebMeeting, other members cannot join. 
  • Shared – Organize group meetings, if the option “Requires you to connect to meeting first” is enabled by your PBX Administrator. Participants can join the meeting via the WebMeeting link:
  • directly if the organizer has already joined.
  • after the organizer’s approval, if the “Approve Participants” option is set by the PBX administrator for your extension to moderate participants.

📄 Notes: 

  • If the Approve Participants” option is set, kicking a participant out of a WebMeeting enables the organizer to keep them from rejoining. 

Create Surveys and Poll your Audience

With 3CX WebMeeting, organizers can actively engage with their audience and get their feedback by creating polls:

  1. Click on the Start a new Poll” button on the top toolbar to bring up the Polling Repository” window.
  2. In the Polling Repository” window, you can create a New” poll/survey and “Edit”“Delete” or “Submit” an existing one.
  3. Click on New” to create a new poll.
  4. Specify the poll’s title, duration, add questions and respective answer choices for the participants and click on Save” to store the new poll in the “Polling Repository”.
Active Poll in 3CX WebMeeting
  1. To share a poll with users to vote on, select the poll from the Polling Repository” window and click on “Submit” to open  on all participants’ screens (as shown above) with the questions and choices specified.
  2. Organizers can monitor an active poll, the percentage completed, its status (Open or Closed), the time elapsed and a real-time summary of the participants’ answers.
  3. Clicking on the Close Polling” button completes the participant polling. Organizers can enable the Share Results”option and then click on “Create Report”, to notify participants to download a PDF file with the poll results via the Open Report” button.
  4. Organizers can click on the Stop Sharing” button to remove the poll from the participants’ screens and resume the meeting.

Retrieve your Personalized Click2Meet URL

Personalized Click2Meet URL in 3CX Welcome message.

Your Click2Meet URL set by the 3CX administrator, e.g. , is sent to you in your Welcome Email and can be personalized to share via your email signature or on your website.

Important: We recommend using your personalised Click2Meet URL in “Private Rooms”.

Joining via a Click2Meet URL

People can join you in a video conference via the Click2Meet URL, if the PBX administrator has set the “Notify me” option for your extension or queue:

  1. A third party clicks on the Click2Meet URL and 3CX WebMeeting opens in their browser.
  2. An email and a chat message is sent to you, as a request by the participant to have an online meeting.
  3. Click on the link provided in the message to join the meeting or ignore.

📄 Note: For queues, once an agent joins the web meeting no other party can join, unless they are invited from within the meeting. When the meeting ends, agents receive a report via email.

Settings

To change the WebMeeting settings, click on the Settings” icon on the right sidebar to control: 

  • Multimedia” options including:
  • Audio input source – microphone device
  • Audio output device, i.e. speakers
  • Audio quality – select depending on the Internet connection’s available bandwidth
  • Audio send threshold – sets the sensitivity level of the audio 
  • Auto Gain Control – increases or decreases your mic’s input and output automatically
  • Echo cancellation – removes echo caused by the mic picking up the speakers output 
  • Noise suppression – filters out very specific noises like keyboard typing
  • Video input source – webcam or camera device
  • Video quality – select depending on the Internet connection’s available bandwidth
  • Video adaptiveness – choose between “Stability”“Balanced” and “Quality” profiles to automatically downgrade when required the video quality sent from your end, for a more stable meeting experience. 
  • Device test – click on the “Start” button to do a device test
  • Network” – technical info, ignore network warnings option, advanced statistics and graphs for troubleshooting connectivity issues
  • Info” for more info on the current meeting and software version

Schedule a Conference in the 3CX Web Client

To create an audio or video conference, click on Schedule Conference” on the Web Client’s sidebar and select:

Schedule a Conference in the 3CX Web Client
  1. “Type” – select audio or video.
  2. “When” – immediately or schedule for later.
  3. “Subject” & “Notes” – add conference title and notes for participants.
  4. “WebMeeting Profile” – select “WebMeeting” for a video conference or “Webinar” for a presentation and click on spanner button to adjust settings.
  5. “Add Participants” – select and click “Create Meeting” to add participants from Google, Microsoft 365, Outlook Online or Desktop Outlook (.ics) and send an email with the web meeting URL.
  6. Selecting Desktop Outlook will automatically download an .ics file. Opening the file will open a pre-filled calendar entry in Outlook. From here you can invite participants to your meeting. If you have Microsoft 365, you should select this instead.

💡 Tip: Selecting “Webinar (Classroom)” as “WebMeeting Profile” enables you to add participants by importing a CSV file formatted as:Name Surname, email.address@example.com 

Create an Ad Hoc Video Conference with WebMeeting

Quickly organize a video conference with these steps:

  1. Click on WebMeeting” on the Web Client’s sidebar and then on “Join Now” to create a new video conference.
Copy the meeting link to share with colleagues and contacts.
  1. Copy the meeting link to share with colleagues and contacts.
  2. Send the meeting link through email or chat.
  3. People open the meeting link to login and join you in the video conference.

📄 Note: Dial-in can be used to join only scheduled video conferences via audio.

For the many people, there’s nothing like the feel and functionality of a physical phone. That’s why 3CX supports a number of IP Phone models. Below is a list of guides that will help you setup a conference, transfer a call, check your voicemail and make a call from your deskphone.

Remember! Using the web client for these functions is much easier, and a wide range of our supported devices seamlessly work with the web client so you can control your deskphone with a few simple clicks. You can make and receive calls, chat with colleagues, organize audio and video conferences, check status, access voicemail and more.

Making Calls from Your IP Phone

Transferring Calls from Your IP Phone

Checking Voicemail from Your IP Phone

From the list bellow, select the make and model of your IP Phone to see how to check your messages using your specific handset.

Checking Voicemail from any IP Phone

To check your voicemail from any phone in your office:

  1. Pick up the handset and dial “999”.
  2. Press “#”.
  3. You will be asked to enter your extension number, type in your extension number.
  4. You will then be asked for your voicemail PIN number. Type in your voicemail PIN number then press ”#”.
  5. Follow the voice prompts to check or delete your voicemails.

Checking your Voicemail from Outside Your Office

To check your voicemail from your mobile phone or any external phone when you have no WiFi or 3G connection:

  1. Pick up your phone and dial the number your administrator provided you with.
  2. Once connected wait until you hear the prompt “Please enter extension number”, type in your extension number.
  3. You will be asked for your extension’s PIN number. Type your voicemail PIN number then press ”#”.
  4. You will be given access to your voicemail. Follow the voice prompts to check, delete or listen to your voicemails.

Creating Conference Calls using your IP Phones built in Function

Select your IP Phone from the list below to see how to create conference calls using the built-in functionality of your specific handset.

Using 3CX to Create a Conference Call with your IP Phone

Conference calls allow you to easily setup a call between multiple users – up to 32 callers (licence permitting). Although many conference call services exist, it’s often easier and cheaper to host your own audio conferences. You can set-up Ad-hoc conference calls, without the need to reserve a conference room. This has been done to simplify the set-up of conference calls.

If you wish to setup a call conference directly from your Desk Phone, you will need to inform the other participants of the conference ID and the number they would need to dial. For example, internal callers will need to dial “700” but external participants will need to dial a specific DID or else dial “700” at the digital receptionist (IVR) menu. They will then need to enter the conference ID that you specified for the conference call. The following steps illustrate how to set up a call directly from your Desk Phone:

  1. Dial the conference extension number, by default  “700“.
  2. You will be requested to enter a conference ID. This can be any number, for example “100” and will be the unique identifier (conference ID) for that specific conference session. Note: If the administrator has configured the phone system to require a security PIN to create a call conference, you must enter it after the conference ID, separated by a *, for example: 100*0000 (where 100 is the conference ID and 0000 the system wide conference PIN). The PIN is only required by the person setting the conference.
  3. If you are the first participant, the conference interface will ask you to confirm creation of the conference. Press * to confirm or # to cancel.
  4. You will be asked to speak your name after the beep and press a button to continue.
  5. All callers who wish to join the conference must first dial “700” to enter the conference menu and then further specify the same conference ID to join a conference or enter a new ID to create a new conference.
  6. You will now enter the conference. If you are the first caller, you will hear music on hold, while you wait for the other callers. As soon as another caller joins, his name will be announced.

Note: Prior to creating the conference, you should notify all of the participants you require to be present in the conference. This notification should include the conference extension number, conference ID, conference PIN, DID and calendar information.

Section 1

Receiving the Invite

When you are invited to a video conference, you receive an email invite with the meeting title, notes, date and time, people participating and links to join the meeting.

Email invitation for participating in a Webmeeting
Section 2

Joining a Web Conference

from Chrome or Firefox
Join a web conference using any device

You can join a conference from your desktop or laptop using Chrome or Firefox, or from your iOS or Android device:

  1. Click on the meeting link provided in the invitation email.
  2. When joining a meeting for the first time, you need to allow access to your camera and microphone in the browser pop-up.
  3. Enter your name and click login to join the web meeting.

Joining a Web Conference

on your iOS Device
Join a Webconference from your iOS device
  • Open the App Store on your iOS device, search for 3CX WebMeeting and tap “Install”.
  • When the installation is complete, open the app and authorize the application permissions.
  • Open the invitation email and tap on the relevant link to join from your iOS device.
  • Confirm opening the link with the 3CX WebMeeting app and tap “Log in” to join the meeting.

Joining a Web Conference

on your Android Device
Join a Webconference from your Android device
  • Open the Google Play Store on your Android device, search for 3CX WebMeeting and tap “Install”.
  • When the installation is complete, open the app and authorize the application permissions.
  • Open the invitation email and tap on the relevant link to join from your Android device.

Important: The Android version enables you to only participate (audio and video) and not interact in a web meeting, i.e. the React, Chat, Invite, Share PDF features are not available.

Joining a Web Conference

via Dial-in

3CX WebMeeting on PBX v16+ enables users to join scheduled web conferences as audio-only participants, using their desk phones or mobile devices to dial-in:

  1. Open the invitation email and locate the number and PIN to dial-in, below the joining info link.
  2. Dial the external number or internal conference number and follow the instructions to join the web conference as an audio-only participant.
Joining a Web Conference via Dial-in
Section 3

Troubleshooting

iOS Logo
Smartphone - Switch Camera (iOS only)

Switch Camera (iOS only)

When joining a web conference from your smartphone or tablet, your device’s back camera may be activated instead of the front camera. To switch from the back to the front camera, tap your camera view and tap on the lower left camera selector.

Browser - Webcam Not Working

Browser – Webcam Not Working

Webconference webcam not working in browser

In the unusual event that your video is not working when joining a 3CX WebMeeting from a browser, please follow these tips to ensure your video is up and running in no time:

  1. If the “Could not detect your Webcam” message is displayed, your video device is not connected or not working.
  2. Check if you can see your preview image at the bottom right of the screen or a red camera icon beside your name in the Attendees list, as this indicates that there is an issue with your webcam.
  3. Check if another application is using your webcam by closing all video-related applications, and join the meeting again. This is the most common reason for your video to stop working.
  4. Check if your browser may be blocking your webcam:
  • For Chrome check in “Settings > Advanced Settings > Content settings > Camera”.
  • For Firefox check in “Options > Privacy & Security > Camera Settings…”.

3CX WebMeeting is a powerful tool that allows for effective, face to face communication and collaboration with colleagues and customers no matter where they are. WebMeeting is fully integrated into your web client, so you can create and access meetings, collaborate, share your screen and more straight from your browser. 

How to Schedule a Video Conference

Creating a new video conference is simple and takes just seconds in the 3CX Web Client. The conference feature works with Google, Microsoft 365 and Outlook online and desktop, so you can easily add meetings to your calendar and invite participants. 

Simply click “Schedule Conference” in the Web Client menu, select your options and fill in the information about the meeting. You can also choose which calendar you would like the meeting to be applied to. Find out more in the Creating an Audio or Video Conference guide.  

Easily Share Your Meeting Room for Ad Hoc Conferences 

Sometimes conference calls and video meetings are more spontaneous, so we’ve made it easy for you to instantly share meeting rooms to get started right away. 

Click WebMeeting in the Web Client menu and you’ll be taken to your meeting room. Click the link icon to copy the meeting room link and share it with participants via email or chat. 

Joining a Web Conference

When you’re invited to a video conference, you will receive an email invitation with all of the meeting information. To join the conference, all you need to do is click on the meeting link. Ensure that you authorize access to your camera and microphone. 

Join meetings from your smartphone with the 3CX WebMeeting apps for iOS and AndroidImportant: The Android version enables you to only participate via audio and video and not interact in the web meeting. 

Collaborate with Advanced Features

3CX WebMeeting offers a number of features including the ability to toggle audio and video on/off and record the meeting. There are additional advanced features to enhance your meetings and make the experience more collaborative.

  • Screen sharing – Share your whole screen or a single window, browser tab, or application.
  • Share PDF – Upload, preview and share PDFs. All uploads are saved automatically in the “Shared Documents Repository”. Simply double click a document to share it; participants can then interact with the document using the toolbox at the bottom of the screen. 
  • Whiteboard – Ideal for brainstorming or online classrooms; collaborate in real-time with the drawing and text tools.
  • Start a poll – Want to gather opinions and feedback quickly and efficiently? Create a poll for your participants.
  • Share files – Organizers and presenters can share files up to 64MB each by clicking on the file share icon or dragging the file into the chat panel. All participants can open and save shared files. 
  • React – Offer feedback with reactions by clicking on the hand icon. 

Assist and Be Assisted with Remote Control 

The remote control feature for Windows PCs allows meeting organizers to remotely control any attendee’s PC. This is a great feature for when a colleague or customer needs help or support with an issue. 

To remotely control a participants PC:

  • Click on the attendee’s name and select “Remote Control”. If you haven’t already installed the 3CX Remote Control Client, do so when prompted. 
webmeeting remote control
  • You can open the remote session dialog, select another screen, or end the session by clicking on the blue “Remote Control” icon.

To have your PC remotely controlled:

  • Accept the remote control request, download and install the client when prompted. 
  • End the session by clicking on the blue “Remote Control” icon. 

Your Personalized Click2Meet URL

Click2Meet is a unique URL that you can share with customers, partners or colleagues, just like your office phone number, for an easy and free way to contact you. Your shareable Click2Meet URL can be found in your Welcome Email.

When someone requests a WebMeeting via your unique URL, you will be notified by email or chat. All you need to do is click on the URL sent to you to accept the request and enter the meeting. 

Note: Your administrator must set the “Notify me” option for your extension or queue for Click2Meet meeting requests to be delivered. 

Moderating WebMeetings

As a conference organizer you can assign rights and roles to participants in order to make meetings more efficient and allow all users to contribute effectively. By clicking on the attendee’s name you can:

  • Assign them the role of Organizer, Presenter, or Participant. 
  • Organizer: has full control of the meeting and can use all the available features including accept, reject or kick out users except for the meeting creator. 
  • Presenter: can share screen, reply to remote control requests, create polls, and share files and PDFs.
  • Participant: can participate, reply to remote control requests and polls, and open shared files. 
  • Kick a user – Remove users from the meeting. Kicked users can re-join meetings at any time. 
3CX WebMeeting Participant Options

Settings

You can easily access the 3CX WebMeeting settings by clicking on the icon on the right sidebar menu. Here you can customize the following options:

  • Audio 
  • Video
  • Network

You can also find information about the current meeting and the 3CX WebMeeting Privacy Policy.

Your One Stop for All Communications – The 3CX Web Client

The 3CX Web Client is easy to use and combines all the features you need to efficiently communicate, collaborate and connect with colleagues, partners and customers, straight from your browser. 

The Web Client at a Glance

From this one interface, you can easily make calls, view the status of colleagues, send chat messages, and hold a video conference. Here’s a quick look at the great things you can do with the 3CX Web Client.

Let’s get started: Logging on

In your Welcome Email you’ll find your credentials and a link to the web client. If you’ve lost your Welcome Email, not to worry. You can have it resent via the smartphone app (iOS, Android), or from the desktop client. 

The 3CX Web Client Google Extension

Once you’re in the Web Client, you’ll see “Install 3CX Google Extension” in the top left. The Google Extension gives you immediate access to calls with a mini, pop-out web client so that there’s no need to keep the full Web Client open in your browser, allowing you to work more efficiently across all apps. The Web Client Google Extension is fully integrated and works with your CRM, opening customer records and showing you caller IDs. What’s more, the extension offers Click to Call functionality by automatically detecting phone numbers on web pages and in CRMs. 

Placing a call

No need to dial any extension numbers here. Quickly and easily find who you need to call by searching with name, number or email address. Click the phone icon and voilà, you’ve just made your first call.

Once you’re in a call, you can seamlessly perform a number of actions with just a few mouse clicks.

  1. “Transfer” will transfer the call without the need for you to speak to the receiver, a “Blind Transfer”.
  2. “Att.transfer” will transfer the call after you first speak to the receiver to see if they accept the call, an “Attended Transfer”
  3. “Conference” allows you to create an ad hoc conference call, adding more participants to join the conversation. 
  4. “Rec” allows you to record your conversation.

Customized Experience: IP Phone, Smartphone or Web Client

The Web Client can be used for more than browser-based communications. Using the “Phone Selector”, you can easily select your preferred device and seamlessly control calls using the Web Client interface. 

  1. Click on the phone selector and choose your device, e.g. your smartphone.
  2. Place your call as normal – a call notification will appear from “Make Call”.
  3. Click “Answer” to call the contact.

Additionally, you can personalize your Web Client and Chrome Extension audio and video options to assign the “Speaker” and “Ringer” outputs to the devices you choose. This allows you to hear your extension ringing through speakers, but listen to call audio through a headset. You can configure these audio options in “Settings” > “Personalize” > “Audio/Video”.

Manage your Status

Make the most of the Status feature to save time and increase efficiency by seeing 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. 

Choose from AvailableAwayDo Not DisturbLunchBusiness Trip, and Set Status Temporarily

Further, customize your status in “Settings > Call Forwarding”. Here you can:

  • Set a custom message
  • Enable/disable PUSH messages for each status
  • Rename “Lunch” and “Business Trip” profiles
  • Set the number of seconds to activate forwarding of unanswered calls for “Available” and “Lunch” profiles
  • Override forwarding rules based on Caller ID and time of the call

Professional Call Management with the 3CX Switchboard

For job roles where advanced call management is a daily task, the 3CX Switchboard is a powerful and user-friendly tool that offers a concise yet comprehensive view on call and queue activity. 

There are various Switchboard views to choose from depending on your job role, which allows for quick and efficient call answering and transfers, monitoring, queue statistics and more. Choose from:

  • “All” – extension and queue calls
  • “Queue Calls” – Queue call activity
  • “Wallboard” – Call queue analytics
  • “Per Queue” – calls and agents for each queue
  • “Reminders” – View and manage all set “Reminders”

To perform an action on a call simply right click on it to open the actions menu. You can even customize your view by clicking the pop-out icon to display them in a separate browser window. To set custom messages in the Wallboard, head over to “Settings > Personalize > Wallboard”.

We quite often receive questions from end-users about issues regarding the apps that are quickly resolved with some simple troubleshooting.

So, whether you’re an end-user connected to your company’s phone system, or an admin constantly faced with the same questions about audio and device setup, this is a great place to start!

Note: To use your company phone system externally, your extension must be granted the rights to connect remotely. Please do not attempt to make changes to any advanced settings.

CTI Mode Selected – Unable to select softphone in Windows App OR Not Able to Send or Receive Voice

CTI Mode enables you to control your desktop IP phone with the Windows App. If you’re working remotely, or simply using a headset at the office instead of an IP phone, you’ll want to be in softphone mode.

To switch to softphone mode, click on the phone icon and then on “Softphone”. Some users have issues selecting the softphone mode, or once selected, are unable to hear calls or send voice via their headset.

windows app phone selector

This is usually quickly resolved in the audio settings of the app. Go to the Menu (click on the three vertical dots, top right corner), select “Audio Options” and in the “Audio Devices” section, select your headset as the device for “Microphone”, “Speaker” and “Ringing”. Alternatively, you can select another output device, such as a speaker, for “Ringing”, so that you hear when a call comes in even if not wearing the headset.

3cx windows app settings troubleshootingwindows app audio settings

Adjusting Audio Settings in the Web Client

It’s important to note (and a handy tip!) that you can easily toggle between devices by clicking on the Device Selector in the top right corner of Web Client. From here, you can switch between IP phone, browser extension and smartphone. When you make a call, it will be initiated from whichever device you have selected.

3cx web client device selector

If you are having issues with making and receiving phone calls through the Web Client, your first stop is audio settings.

Go to “Settings > Personalize > Audio/Video”. From here you can set your devices including “Camera”, “Speaker”, “Ringer” and “Microphone”. You can also select headset integration for our supported headsets.

web client audio settings

If you still face issues and are unable to make or receive calls after trying these troubleshooting tips, consult your administrator. 

I don’t receive notifications in the 3CX App for iOS or Android

One of the great things about 3CX is that you needn’t have the app running on your smartphone in order to receive call and message notifications. Just like your phone’s native call functionality! Missing an important call can make all the difference in sealing the deal; with some simple configuration in the app, you can have notifications up and running in no time.

In the iOS or Android app, press the Status indicator in the top right and open the menu of the selected status by pressing the arrow. Make sure that “Accept Push Notifications” is switched on. This rule applies to all individual Status  profiles; you may need to turn it on for each one.

ios status indicatorios app statusios push notifications

Putting the Smartphone Apps into Silent Mode

iOS

In the iOS app, open the Menu and go to “Settings > Ringtone” and select “Silence”.

ios app menuios settingsios silent mode

Android

In the Android app, open the Menu and select “Silent”.

android silent mode

No Camera or Microphone Detected in WebMeeting

When joining a web meeting you will be prompted to test and configure your device settings before entering. Here you can select your webcam, microphone and speaker. Be sure that you authorize the use of your camera and microphone when asked by the browser.

If you are faced with the following message:

webmeeting webcam warning

First make sure that no other application is using the webcam. Once this has been ascertained, check that your browser is not blocking the device. In Chrome, you can see if your device is being blocked by looking at the Camera icon in the right of the address bar. If blocked, it will contain a red cross.

In Chrome:

  1. Go to Settings.
  2. Privacy & Security > Site Settings
  3. Permissions > Camera

Here you can select whether to ask for permission before accessing the camera (recommended) and view which sites block or allow its use. If you see that the meeting hostname is blocked, remove it.

For issues with the microphone, you can follow the steps above and in Permissions go to Microphone.

To access device settings during a meeting, click on the “Settings” icon to open Multimedia Settings. Here you can select which webcam, microphone and speaker you want to use.

Share the 3CX Apps Troubleshooting Guide with your fellow 3CX end-users, check out our user-manual, and let us know in the comments if there are other end-user troubleshooting issues you would like us to touch on!

By Amy Elliott|July 27th, 2020|https://www.3cx.com/blog/docs/apps-troubleshooting-end-users/

Live chat customer support has rapidly grown in popularity in recent years. But, this should come as no surprise; it’s beneficial for customers and brands alike.

Live chat undeniably improves customer service levels. Companies appreciate it for its customer satisfaction and loyalty-building benefits. Customers, on the other hand, have learned that the little box in the corner of the screen is where they can instantly get any support they need, whenever they need it. And they like it! In fact, they like it so much that over 80% of customers are happy (and using) live chat customer support.

live chat customer service

There’s no more being put on hold on the phone or waiting to get their emails replied to. They appreciate how easy it is to use and how efficiently their issues are dealt with.

However, while live chat popularity is increasing, there’s still the issue of companies managing to do it well and keeping their customers happy in the process. Because simply having live chat customer support won’t cut it. It needs to be efficient and personalized to increase customer satisfaction. Otherwise, it may end up having the opposite effect.

And, with the coronavirus pandemic we are currently facing, it’s never been more critical to keep your customers satisfied and engaged. The first wave widely affected businesses all over the world and even led to bankruptcy in plenty of cases. So, with the second wave in full force, you will need to be prepared.

Good communication is key to your business surviving any lockdowns, restrictions, and other hurdles thrown at you by the virus. It’s crucial to maintaining a good connection with your customers and showing how committed you are to keeping them happy. Having a comprehensive customer support strategy will keep your team happy as well and what’s more, well-structured, effective live chat can also be a source of revenue.

Keep reading to find out the best tips for live chat customer support so that you can improve your operations and stay ahead.

1. Standard Operating Procedures Are Key

You can’t do anything well without proper structure. The quality of customer support your team can offer is directly affected by how clear and organized your customer service processes are.

To maintain your high standards or improve your current ones, you need a detailed procedure that everyone can easily follow through.

Having specific rules and operating procedures in place can ensure that your customers receive the quickest and best answer. For example, every good customer support system has standard processes and scripts for answering routine customer queries. Say a customer wants to return a product, your customer service reps must be able to provide that customer with immediate information on your company’s return policies. And, refer them to the appropriate department for solving their query in a timely manner.

Clear standard operating procedures will also help you provide consistent customer support. This way, customers will know what to expect and won’t be complaining that they get a different answer every time they talk to one of your reps.

On top of this, customer support teams are also proven to be more efficient when SOPs are put in place. They are useful both for training your teams and for simplifying their workload. Having multiple customer service scenarios, segmented by various customer types and clear procedures means that all they’ll have to do is follow them for the best results. They take out any ambiguities and allow them to resolve customer queries with confidence.

2. Decrease Response Times

Since live chat’s popularity is based on how quickly it solves queries, you will need to focus on delivering this to customers as efficiently as possible. Short response times translate into good customer service and high levels of customer satisfaction.

To improve your response times, define them clearly. Let’s say each question must be answered in 90 seconds or less. This way, your customer support teams will have a clear KPI and they know that they cannot take longer than that to respond to a customer. Even if that answer is ‘We are still processing your request’, the customer must feel that they are being tended to and you didn’t step out for a coffee.

To make things as efficient as possible, and especially if you are short on staff, you can use predefined answers to solve the most common customer queries and automate as much of your live chat customer support as you can.

No need to a whole mind map out of it, but your live chat agents will have more time to focus on the important parts of the issue if they will have a couple of pre-made answers available just one click away.

3. Personalize Live Chat Sessions

Your live chat customer support must always be professional. But, that doesn’t mean you should not be open and friendly. Customer experience is based on how well you make them feel and how engaged you are in your communication with them.

Show your availability and be approachable right from the start with a welcoming message to make them confident about talking to you. Be empathetic and make your customers feel important and appreciated. Listen closely to what they are saying and address matters directly. If they are angry or upset, maintain a calm and professional tone and assure them that you are doing everything to help them. Being professional, composed and friendly is a must – 42% of customers will do business with a competing company if they experience an interaction with a rude or unhelpful staff member.

Through the course of the live chat conversation, a good tip is to sprinkle in your customer’s name and ask more personalized questions. This will bring the conversation up to a more individual level and increase their engagement and the chances of them becoming a repeat customer.

To end your conversation right, make sure you thank your customer and ask if there is anything else they require your help with. You can also add how happy you would be to help them with any future issues. Although chat often feels impersonal, adding a touch of personal branding into your conversational tone adds the human element back.

4. Use Social Mimicking

With live chat, your customers can’t see you and they have fewer cues about how the discussion is going. However, you can make some efforts to close this gap and mimic human interaction.

The concept of social mimicking is how you can overcome any communication issues and keep your customers engaged in the conversation. It’s a great live chat tip you can use for maximum efficiency. It works by mirroring their preferred manner of communication and adjusting your language and tone to theirs.

Agents need to be responsive and show empathy by observing and adjusting to the customer’s approach.

For example, say your customer is a 20-year old who wants to upgrade their current subscription to your service. Their style will most likely be casual and familiar and they will most likely use straightforward language. When your response is similar in nature to how they write, they are more likely to feel that you hear and understand them and you will help them with a quick solution.

Once the customer lays out their issue and you get a better sense of what their approach is, you can adapt your own tone and language and continue the conversation in that direction. This will help you establish an emotional connection. Remember that your main goal is to make your customers feel cared for. They need to feel your brand is relatable. So, deliver an empathic, human response.

A good tip is to put yourself in their shoes. Personalizing a customer’s experience is what keeps them loyal to your brand. So, listen carefully to their issue and maintain a positive attitude throughout the conversation. Easily getting all the information you need will also help you deliver the best outcome.

5. Break Up Walls of Text

As we’ve mentioned before, one of the things customers expect is a quick and easy resolution. This should also translate into how you chat with your customers.

Any response you give them needs to be bite-sized and easy to understand. This means that you shouldn’t let your chat session turn into an email or a wall of text. Separate several ideas into paragraphs and keep each message no longer than two sentences.

For example, if you are explaining the steps your customer needs to take to solve their issue, avoid writing all the solutions in one message and then pressing send. Breaking things up with will make it easier for them to understand the steps. And give them a chance to ask questions as you describe each step if they have any.

6. React to Your Customer

Another good tip you can use to make your live chat customer support conversations more personable is to react to your customer as they lay out the issue they need support for. You will need to send them some cues that you are listening to them because they can’t see your face and how engaged you are in the conversation.

That’s not to say that you should interrupt them, though. The idea isn’t to bother them. It’s to make them feel heard and to relate to them on a more personal level. To show empathy, don’t wait until they’ve finished everything they’ve had to say. Add some indication now and again that you are still there and you are following what they are saying. A simple ‘Yes’, ‘I see’ or ‘OK’ will do.

7. Reuse Frequent Responses

You can save a lot of time reusing your most frequent customer support responses. For best results, you can organize customer queries and your responses into categories and prepare scripts from saved conversations.

Having scripts will allow your customer support team to be more prompt and confident in their answers. They won’t be scrambling trying to figure out the best response for a particular situation because they’ll have it right in front of them. It not only improves your team’s efficiency but also your customers’ experience.

8. Use Offline Messages When You Are Not Available

You may not be able to provide customer service 24/7. So, when you are unavailable, you need to make that clear to your customers. You don’t want them to think you are simply choosing not to respond. It’s all part of providing a good customer experience to let them know exactly when they can contact you.

Let customers know your availability by providing an offline message. Let them know when your live chat agents will be available and, if possible, include an option for customers to leave a message. With their email address, the question / ticket can be added to the live chat system for follow up and even added to the database of your CRM or marketing automation software (it is good to know the difference), to use for profile building and creating a 360 degree customer view. Try to be as specific as possible about when you will get back to them.

Conclusion

Setting up appropriate live chat support processes takes some time and there are many angles to how you can approach it. Fortunately, even if you are just starting out, there are two things that will leave customers always happy. Reaction time and pro-customer support.

Even if everything else fails, responding quickly and doing your best to help the customer out will leave a positive image of your brand each and every time. If you add good leadership to the mix, you are looking at a CSR team that will bring your brand to the next level.

Vlad Falin is a founder and blogger at Costofincome, where he writes about online business and digital marketing tools.

By Vlad Falin|January 8th, 2021|https://www.3cx.com/blog/unified-communications/live-chat-customer-support-tips/


3CX! In 2020’s PC Pro Technology Excellence Awards, 3CX once again bagged the title of Business Software of the Year. Not only is PC Pro the UK’s biggest selling monthly IT magazine, but they’ve also been running their Technology Excellence Awards for an incredible 23 years!

pc pro business software of the year 2020

Each year the magazine curates the very best in software, hardware and services and, as one of the leading authorities on everything tech, the awards are one to watch out for! The Product of the Year categories are selected based on the vigorous testing and reviewing of PC Pro’s editorial team and their lineup of testers – also from Expert Reviews and IT Pro.

Editor-in-chief, Tim Danton, had this to say:

“The PC Pro Excellence Awards does exactly what the name suggests: it rewards the companies that truly excel. When people and businesses are spending hundreds of pounds on products, they deserve to know that they’re not only buying great products but that they will receive good support if things go wrong. And when it comes to products of the year, it’s always a pleasure to reward companies that deliver a standout product with an award to mark the achievement.”

2020 has presented many of us with challenges we’ve never faced, and tech companies like 3CX set about to provide solutions to help ease the pain of lockdown and restrictions. At the onset of the pandemic, 3CX provided businesses with a free, easy to implement communications system to help them adapt to remote working and get back on their feet. It’s this ease of deployment and flexibility that undoubtedly helped see 3CX nab the title of Business Software of the Year.

Dharmesh Mistry, Managing Director Specialist Division at Dennis commented:

“PC Pro has been providing its loyal readers with authoritative, balanced reviews on the best tech products and services for over two decades. This year has obviously been very unique, with so many people having had to rely more heavily than ever on their tech, turning their homes into offices for months on end, so standing out to our readers and testers in a crowded market is impressive and I congratulate all the winners.”

Not only is 3CX the ideal solution for businesses looking to implement remote working, but recent updates to the software have made the system a more powerful solution for customer service and contact centers. So businesses can continue to offer top notch customer service even when agents are working remotely.

By Amy Elliott|November 23rd, 2020|https://www.3cx.com/blog/news/pc-pro-excellence-awards-2020/