Range 3CX PBX User manual

Updated April 2021
3CX PBX
END USER QUICK START GUIDE

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TABLE OF CONTENTS
1. INTRODUCTION ........................................................................................................................................................................... 4
2. QUICK REFERENCE INFORMATION.................................................................................................................................. 4
3. CALLING......................................................................................................................................................................................... 5
3.1 INTERNAL CALLS.................................................................................................................................................................. 5
3.2 EXTERNAL CALLS................................................................................................................................................................ 5
3.3 EMERGENCY CALLS.......................................................................................................................................................... 5
3.4 SPEAKER PHONE................................................................................................................................................................. 5
3.5 ENDING CALLS ..................................................................................................................................................................... 5
3.6 ANSWERING CALLS........................................................................................................................................................... 6
4. CALL FORWARDING................................................................................................................................................................ 6
4.1 INTRODUCTION .................................................................................................................................................................... 6
4.2 ENABLING................................................................................................................................................................................ 6
5. ADVANCED CALL HANDLING ...............................................................................................................................................7
5.1 PUTTING A CALL ON HOLD...........................................................................................................................................7
5.2 CALL WAITING.......................................................................................................................................................................7
5.3 TRANSFERRING A CALL....................................................................................................................................................7
5.3.1 Warm Transfer.................................................................................................................................................................7
5.3.2 Blind Transfer ..................................................................................................................................................................7
5.3.3 Transfer to Voicemail...................................................................................................................................................7
5.3.4 Transfer Cordless ONLY............................................................................................................................................ 8
5.4 THREE WAY CONFERENCING...................................................................................................................................... 8
5.5 CALL PARKING...................................................................................................................................................................... 8
5.5.1 Parking a Call Instructions......................................................................................................................................... 8
5.5.2 Retrieving a Parked Call............................................................................................................................................ 8
5.6 DO NOT DISTURB................................................................................................................................................................ 9
6. VOICEMAIL .................................................................................................................................................................................... 9
6.1 3CX VOICEMAIL - HANDSET .......................................................................................................................................... 9
6.2 USING THE VOICEMAIL SYSTEM - HANDSET ...................................................................................................... 9
6.3 CUSTOMIZE GREETINGS ON THE HANDSET..................................................................................................... 10
6.4 CUSTOMIZE GREETINGS ON THE DASHBOARD.............................................................................................. 10
6.5 FORWARD VOICEMAIL.....................................................................................................................................................11
7. ACCESS CODES..........................................................................................................................................................................11

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8. WEB CLIENT DASHBOARD...................................................................................................................................................12
8.1 LOGIN INFORMATION.......................................................................................................................................................12
8.2 DASHBOARD LOGIN .........................................................................................................................................................13
8.3 DASHBOARD BREAKDOWN..........................................................................................................................................14
8.4 PEOPLE....................................................................................................................................................................................15
8.5 CONTACTS............................................................................................................................................................................16
8.6 CHAT.........................................................................................................................................................................................17
8.7 CALL HISTORY .....................................................................................................................................................................17
8.8 VOICEMAIL ............................................................................................................................................................................18
8.9 SCHEDULE CONFERENCE ............................................................................................................................................18
8.10 WEBMEETING....................................................................................................................................................................19
8.11 SWITCHBOARD ..................................................................................................................................................................19
8.12 SETTINGS ........................................................................................................................................................................... 20
8.14 QR CODE...............................................................................................................................................................................21
8.15 BLF SETTINGS...................................................................................................................................................................22
8.16 HOW TO MAKE EXTENSION STATUS CHANGES............................................................................................23
8.16.1 Using the Dashboard to Make Status Changes...........................................................................................23
8.16.2 Using the App to Make Status Changes ........................................................................................................24

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1. INTRODUCTION
Welcome to your new phone!
This guide will help you set up and become comfortable with basic and advanced features on your
new phone.
Some advanced calling features may need to be activated by Range.
If you want features activated, any problems or need a more detailed description of the operation of
your phone, then please contact us.
2. QUICK REFERENCE INFORMATION
Your phone number __________________________________________________________________________________
Your extension ________________________________________________________________________________________
Access your phone settings online – Internal ____________________________________________________
Access your phone settings online – External ____________________________________________________
Conferencing phone number _______________________________________________________________________
Conferencing moderator code _____________________________________________________________________
Conferencing participant code _____________________________________________________________________
Conferencing moderator web access _____________________________________________________________
Your administrator ____________________________________________________________________________________
Your administrator’s phone number _______________________________________________________________

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3. CALLING
3.1 INTERNAL CALLS
To call another person in your business lift the handset and dial the other person's extension. This is
typically a 3, 4, or 5-digit number, and may begin with #.
On the cordless handsets, dial the extension and then hit the Send key.
Note that depending on your phone type and configuration the call may not complete automatically
once you have finished dialing and you may need to hit the Send key once you have dialed the
number.
3.2 EXTERNAL CALLS
To call a number outside of your business lift the handset and dial the phone number.
On the cordless handsets, dial the phone number and then hit the Send key.
Depending on your phone system you may need to dial a code at the beginning of the phone number
to indicate you are making an external call.
Note that depending on your phone type and configuration the call may not complete automatically
once you have finished dialing and you may need to hit the Send key once you have dialed the
number.
3.3 EMERGENCY CALLS
In an emergency lift the handset and dial 911. If you need to dial a code when calling an external
number you will also need to dial that code before calling 911.
On the cordless handsets, dial 911 and then hit the Send key.
Note that depending on your phone type and configuration the call may not complete automatically
once you have finished dialing and you may need to hit the Send key once you have dialed the
number. *Please refer to the VOIP E911 Disclosure Addendum for IP-Based Voice Customers for more
information.
3.4 SPEAKER PHONE
To make a call using your speaker phone, either press the Speaker key or leave the handset on-hook
and dial the number of the person you want to call, followed by the Send key.
3.5 ENDING CALLS
To end a call, replace the handset or press the End Call key.

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3.6 ANSWERING CALLS
To answer an incoming call, lift your handset and you will be connected to the caller.
To answer a call using the speakerphone, do not lift the handset and instead press the Speaker key.
To answer a call using the headset, lift the headset from the docking station and you will be
connected to the caller. If the headset is off the docking station, press the handset button to connect
to the caller.
To answer a call using the cordless handset, press the green Send key.
4. CALL FORWARDING
4.1 INTRODUCTION
Call Forwarding can only be enabled or disabled on the Web Client Dashboard. Normally, the default
is to send calls to a voicemail box.
•Immediate (sometimes called Unconditional) Call Forwarding is where all calls are forwarded to
the number of your choice. This can either be to your voicemail (which is the default), another
extension in your business or an external number.
•Busy Call Forwarding forwards all calls that are received when you are already on the phone.
•No Answer (sometimes called Delay) Call Forwarding forwards all calls when you do not
answer them after a certain delay.
4.2 ENABLING
To enable Call Forwarding follow these steps:
1. Log into the Dashboard
2. On the left side, under “3CX”, click “Settings” and then “Call Forwarding”
3. Then select the status you would like to format.
a. Available
b. Away
c. Do Not Disturb
d. Lunch
e. Business Trip
f. Exceptions
4. If you want to forward Unanswered Calls while you are available, click “Available” and under
“Unanswered Calls” click the “Forward External Calls to” drop down tab to select where you
want the call forwarded to. For internal calls, click the “Forward Internal Calls to” drop down.

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5. ADVANCED CALL HANDLING
5.1 PUTTING A CALL ON HOLD
You can put a call on hold by pressing the Hold key. You may now replace the handset without cutting
the caller off. You can also make another call or use other phone functions.
To retrieve the call, press the Resume key. If you've made another call since you put the first call on
hold, you'll need to park that call or put it on hold before you can retrieve the first one.
5.2 CALL WAITING
If a second call comes in when you are already on the phone, you will hear a tone and the phone
screen will display the details of the second caller.
To answer this second call, select either the Answer key or press the line key which is flashing.
Answering the second call will automatically put the first call on hold. You can toggle between the
calls by placing the current one on hold and retrieving the other call.
5.3 TRANSFERRING A CALL
5.3.1 WARM TRANSFER
The warm transfer is the most common transfer. You can speak to the destination agent about the
caller’s issues and give any background definition necessary. To Warm transfer a call, follow these
steps:
1. Press the Transfer key. This places the current call on hold.
2. Dial the extension you want to transfer the call to.
3. Wait until the person has answered before completing the transfer by pressing the Transfer
key.
5.3.2 BLIND TRANSFER
A blind transfer sends a caller to another phone number without talking to the new agent first. To
Blind transfer a call, follow these steps:
1. Press the Transfer key. This places the current call on hold.
2. Dial the extension you would like to blind transfer to.
3. Press the Blind key (B Transfer) which is the second transfer option on the right side of the
screen. It will be a ”B” with a handset image.
4. Press the Green Phone to complete the blind transfer. The call will automatically end on your
side.
5.3.3 TRANSFER TO VOICEMAIL
To transfer a call, follow these steps:
1. Press the Transfer key, this places the current call on hold.
2. Dial *4 and then the extension of the voicemail box
3. Press the Green Phone to complete the transfer to voicemail. Then immediately hang up your
handset.

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5.3.4 TRANSFER CORDLESS ONLY
For only cordless transfers
1. Select Transfer, OPTIONS then dial *0 and any number you want 0-9 and push Transfer.
a. This won’t interfere with parked calls on desktop phones, but it will not cause a park
button to light up on a desk phone.
2. From the desk phone to retrieve from cordless only, pick up the handset dial *1 and whatever
number you chose to park the call on.
5.4 THREE WAY CONFERENCING
To conference a third person into a regular two-way phone call, follow these steps.
1. When in a regular call, press the Conference key.
2. Dial the #or extension you want to join your call.
3. Once the #or extension has answered, press the Conference key again to join all 3 calls.
5.5 CALL PARKING
5.5.1 PARKING A CALL INSTRUCTIONS
Parking a call places the call on hold in a "park orbit" so that the call can be retrieved from another
phone. Depending on your phone type, there are two ways of parking a call.
If you have keys on your phone for parking calls, while on a call press the key of the park orbit (SP1 or
SP2) where you want the call parked and press the Transfer key. The call will now be parked, and you
may now replace the handset.
If your phone doesn't have dedicated call park keys, follow these steps:
1. Initiate call transfer by pressing the Transfer key.
2. Dial the Call Park access code *0 then call park orbit 1
3. Complete the call transfer by pressing Transfer again.
If you have keys on your phone for parking calls these keys will indicate via a light or icon when a call is
parked in that orbit.
5.5.2 RETRIEVING A PARKED CALL
Depending on your phone type, there are two ways of retrieving a parked call.
1. If you have keys on your phone for parked calls, pick up the handset and press the key of the
park orbit where the call is parked.
2. If you don't have dedicated call park keys lift the hand set and dial the Call Retrieve access
code *1 followed by the park orbit number.
3. For example, to retrieve a call parked on orbit 1, you should dial *1 then 1.

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5.6 DO NOT DISTURB
If you don't want any calls to ring your phone, but instead go straight through to your voicemail, you
can enable Do Not Disturb.
If you have a key marked DND, you can utilize this to toggle Do Not Disturb on and off. Or you dial *61
to active or *60 to disable.
You can change your status on the Dashboard as well. Follow these steps:
1. At the top right corner, click the “Available” drop down tab
2. Select “Do Not Disturb” status.
6. VOICEMAIL
6.1 3CX VOICEMAIL - HANDSET
The first time you access your voicemail box you will be asked to set up your mailbox and record your
name and/or a greeting to be played by callers. A prompt will assist you to establish a pin #, set up
message and record your name.
When you have one or more unheard voice messages waiting, your phone will display a flashing light.
To access your messages, log in, either by dialing the voicemail access extension 999, or press the
Messages or Voicemail key.
6.2 USING THE VOICEMAIL SYSTEM - HANDSET
The voicemail system is menu driven, so listen to the voice prompts and then press the keys on your
phone to select which option you would like.
Once you become familiar with the system there is no need to wait until the voice prompts have
played before pressing a key - you can interrupt the announcements to speed up your experience.
•Press * to play
oPress 0 for next message
oPress 1 for previous message
oPress 2 to repeat current message
oPress 3 to delete current message
oPress 4 to call back
oPress 5 to forward to another voicemail
oPress 9 for options
oTo exit press #
•Press 9 for options
oTo play messages press *
oTo change your profile status press 1
Press 1 for Available
Press 2 for Away

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Press 3 for Out of the Office
Press 4 for Custom Profile 1
Press 5 for Custom Profile 2
oTo dial a number press 3
oTo delete all read messages press 4
To delete all read message press *
To cancel press #
oTo change your self-identification message press 5
To record new self-identification message press 0
To delete message press 1
To check current self-identification message press 2
To exit press #
oTo play mailbox information press 6
oTo change voicemail pin number press 7
oTo change your greeting message press 8
To record new greeting message press 0
To restore standard message press 1
To check current greeting message press 2
To exit press #
oTo repeat this prompt press 9
oTo exit press #
•To exit press #
6.3 CUSTOMIZE GREETINGS ON THE HANDSET
To customize your voicemail greetings using the handset, follow these steps.
1. Dial 999 or press the Messages/Voicemail key on the handset and wait for the menu prompt
2. Press 9for Message Options
3. To record or change your Self-Identification Message press 5. (This message would be your
name and/or title only.)
4. To record or change your Greeting Message press 8. (This message would be the message you
would like callers to hear before they left a voicemail.)
5. Select the desired option and follow the prompts to record a new message.
6.4 CUSTOMIZE GREETINGS ON THE DASHBOARD
To customize your voicemail greeting on the Dashboard, follow these steps.
1. Log into the Dashboard
2. On the left side, under “3CX”, click “Settings” and then “Greetings”
3. From here you can record a greeting for a specific status, upload/download a greeting or play
the current greeting.