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Phone System Management

Connecting 3CX Systems
You can connect two remote 3CX Systems together, enabling calls between branch offices for free just by utilizing your existing internet connection. Assign a prefix to the “Bridge”, which you will dial to access the other 3CX Phone System. This prefix must be followed by the extension number you wish to reach on the other 3CX Phone System.

Alternatively, you can assign the extensions in Office 1 to start with one number (e.g. 100, 101, 102 where all extensions start with 1), and the extensions in Office 2 to start with a different number (e.g. 200, 201, 202 where all extensions start with 2). This way, users from one office can directly dial the extension number without using a prefix making calling between offices or branches seamless. In this case, when the outbound rule is created, you must ensure that the prefix corresponds to the numbering plan selected and that no digits are stripped.

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Backup & Restore
3CX integrates backup and restore functionality, to enable you to:

* Create regular and scheduled backups.
* Εasily upgrade to newer versions.
* Allow hassle-free moving from one machine to another.
* Configure a standby server for fault tolerance.

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Managing your Phone System
3CX requires minimum management and monitoring, vital information is displayed on the management console dashboard and important event notifications are sent via email. 3CX can easily be updated and upgraded and has extensive logging for troubleshooting purposes.

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Video Conferencing
3CX includes a powerful video conferencing solution that allows for effective, face to face communication and collaboration with colleagues and customers no matter where they are. With 3CX, your invitees can seamlessly join meetings with absolutely no login or sign up. All they need is your meeting link. They can join in-browser on Chrome or Firefox, or use one of the free video apps for Android or iOS.

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Microsoft 365 & CRM Integration

Configure Microsoft 365 with 3CX
Setup Microsoft integration to sync users, enable SSO and contact/calendar sync depending on Microsoft subscription and 3CX Edition

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Configuration guides of other Supported CRMs
Integrating your 3CX system with your CRM, ERP or accounting system is easy, especially with one of our 3CX supported CRM systems. Don’t see your CRM listed or using a custom application? You can do the integration yourself using the 3CX API.

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Configuring Salesforce with 3CX
3CX provides integration with Salesforce via the 3CX API for CRM. The configuration is done server-side, in an easy and straightforward way. This integration provides these benefits to users of 3CX and Salesforce.

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Calling – Configure Providers / Trunks

Choose a supported SIP Trunk provider

SIP Trunks / VoIP Providers (CloudNett) are a convenient way to connect 3CX to the public switched telephone network (PSTN). 3CX supports leading SIP Trunking Service Providers across the globe.

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Configure your call routing / inbound rules

Inbound rules process and route inbound calls to an extension, an IVR or a queue.

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Configure your SIP Trunk and start calling

To make outbound calls you need to configure at least one SIP Trunk / VoIP Provider. VoIP / SIP Trunk providers “host” phone lines and replace the traditional telco lines. VoIP Providers can assign local numbers in one or more cities or countries and route these to your phone system.

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How to setup SMS / MMS

You can send and receive SMS and MMS messages from within 3CX, avoiding the need for staff to give out personal mobile numbers. Furthermore, you can direct them to queues and ensure they are always answered even if staff are on vacation or busy. This option is mainly for US & Canadian customers. In the US, DID numbers are enabled by default to send and receive SMS.

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Create Users, Configure Apps & Phones

Create & Manage Users
The “Users” function enables you to create, import, and manage Extensions. To create a single extension, go to the “Users” function in the 3CX Management Console and click the “Add” button

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Deploy an SBC to provision IP Phones on a hosted PBX

The 3CX Session Border Controller (SBC) is a software service that installs in your local network to allow easy connection of IP Phones to a 3CX instance in the cloud, hosted either in your private cloud or by 3CX. The 3CX SBC combines all SIP (signaling) and RTP (media) VoIP Packets from one location and delivers them to the cloud PBX, thereby overcoming common firewall and networking issues that affect reliability.

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Configuring your IP Phones

Use supported IP phones! Supported IP phones are templated and tested with 3CX which means easy setup, certified interop and secure and easy management from the 3CX management console.

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Build your IVR and Call Center

Configuring the IVR / Auto Attendant
The 3CX “Digital Receptionist” function can answer phone calls automatically and present callers with an Auto Attendant or IVR (Interactive Voice Response) options menu, e.g. “For sales, press 1. For support, press 2 or wait to be transferred to the operator”.

You can configure digital receptionists with their own extension number and set these to answer calls based on the number called and the time the call is received, i.e. inside or outside office hours. For example, you can have a different prompt for out of office hours to not include the option(s) to transfer the call to unavailable groups/queues.

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Ring Groups / Paging / Intercom

“Ring Groups” route calls concurrently to multiple phones via virtual extensions, whereas “Paging” is used to make announcements to groups of people, like a PA system.

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Creating Call Queues

Call Queues allow calls to be queued, so that agents can take calls when they are available. If all agents are busy, calls are kept waiting until an agent is available. The Call Queue feature is only available in PRO and ENTERPRISE editions.

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Integrate Live Chat, Facebook & WhatsApp

How to configure Live Chat
The 3CX Live chat software allows you to answer calls and messages from website visitors directly from 3CX.

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How to configure WhatsApp

WhatsApp integration enables your agents to send a reply to WhatsApp messages directly from 3CX. WhatsApp messages are delivered into the same chat panel as live chat, SMS, and Facebook messages making replying to multiple channels simple.

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How to configure Facebook Messaging

Facebook integration enables your agents to respond to Facebook messages directly from 3CX without having to log into Facebook. Facebook messages are posted as chats allowing to assign messages to a call queue rather than a single extension and even handle them in a queue-based strategy.

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