{"id":309,"date":"2018-01-12T12:01:31","date_gmt":"2018-01-12T20:01:31","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=309"},"modified":"2020-01-17T10:01:36","modified_gmt":"2020-01-17T18:01:36","slug":"604-3cx-phone-system","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/12\/604-3cx-phone-system\/","title":{"rendered":"604: 3CX Phone System"},"content":{"rendered":"<p>The 3CX phone system manages call distribution, and tracks statistics such as call volume (inbound\/outbound), abandon rates, wait time, agent log in stats, etc.<\/p>\n<ul>\n<li>SET UP<\/li>\n<li>TRANSFERRING<\/li>\n<li>WARM TRANSFERRING<\/li>\n<li>VIEWING CALL HISTORY<\/li>\n<li>INSTRUCTIONS FOR SETTING UP YOUR VIEW OF CC PHONE REP STATUS ON YOUR SOFT PHONE<\/li>\n<li>CONFERENCE CALLING<\/li>\n<li>3CX WEB MEETINGS (For Trainings)<\/li>\n<\/ul>\n<p><strong><u>SET UP\u00a0<\/u><\/strong><\/p>\n<ul>\n<li>Your \u201cSoft Phone\u201d on your computer displays your current status (\u201cAvailable,\u201d or \u201cDo Not Disturb\u201d).\n<ul>\n<li>When you are <u>unavailable to take calls<\/u>, whether at your desk (handling an urgent issue), in a meeting, using the restroom, at home, on vacation, etc., you must log out of the queue. Click on the \u201cQ\u201d so it is light gray and also change you status to \u201c<u>Do Not Disturb<\/u>.\u201d <u>Please do not use the \u201cHome,\u201d or \u201cAway\u201d status<\/u>.\u00a0 When you are available to take calls again, change your status to \u201cAvailable\u201d and log back into the Queue.<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1521  alignleft\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-available.png\" alt=\"\" width=\"222\" height=\"476\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-available.png 266w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-available-140x300.png 140w\" sizes=\"auto, (max-width: 222px) 100vw, 222px\" \/><img loading=\"lazy\" decoding=\"async\" class=\"alignnone  wp-image-1522\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-DND.png\" alt=\"\" width=\"222\" height=\"481\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-DND.png 262w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/3cx-DND-138x300.png 138w\" sizes=\"auto, (max-width: 222px) 100vw, 222px\" \/><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>Enabling the \u201cFocus\u201d feature\n<ul>\n<li>The \u201cFocus\u201d feature on the soft phone will make the soft phone window pop up on top of all other windows when a call comes in. You will also be able to answer a call by pressing \u201cEnter\u201d when \u201cFocus\u201d is enabled.<\/li>\n<li>To set up the feature, click on the gears icon in the lower right-hand corner of your soft phone screen, then click \u201cAdvanced Settings,\u201d then \u201cBehavior.\u201d The first item in the \u201cBehavior\u201d menu will be \u201cFocus.\u201d Click the box so that there is a light blue square inside to enable the \u201cFocus\u201d feature.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-311\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img2.png\" alt=\"\" width=\"936\" height=\"359\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img2.png 936w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img2-300x115.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img2-768x295.png 768w\" sizes=\"auto, (max-width: 936px) 100vw, 936px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>Community Care Specialists monitor the call queue constantly throughout the day to ensure calls are answered as quickly as possible. \u201cStatus of Community Care call reps\u201d can be displayed on your computer for your convenience. See instructions at the bottom of this SOP***.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-313\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img5.png\" alt=\"\" width=\"384\" height=\"497\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img5.png 384w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img5-232x300.png 232w\" sizes=\"auto, (max-width: 384px) 100vw, 384px\" \/><\/a><\/li>\n<li>\u00a0Before leaving the department, please check the status of your teammates.\u00a0 See <a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/12\/803-leaving-the-department\/\" target=\"_blank\" rel=\"noopener noreferrer\">SOP 216<\/a> (Logging Off of the Phones to Step Away) for further information.<\/li>\n<li>Call volume varies from day to day and also fluctuates throughout the day.\u00a0 It is critical that Community Care Specialists work together as a team to coordinate logging out for breaks, lunch periods, or otherwise leaving the department.\u00a0 Although each CC Rep has a scheduled time for lunch and breaks, occasionally unforeseen circumstances prevent reps from leaving the department on time.\u00a0 If you notice that the schedule must be altered significantly, please bring it to the attention of the Community Care Lead.<\/li>\n<\/ul>\n<p><strong><u>TRANSFERRING CALLS<\/u><\/strong><\/p>\n<p><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img7.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-315\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img7.png\" alt=\"\" width=\"759\" height=\"472\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img7.png 913w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img7-300x186.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img7-768x477.png 768w\" sizes=\"auto, (max-width: 759px) 100vw, 759px\" \/><\/a><\/p>\n<p>In Community Care, we use two methods of transferring: the cold transfer and the warm transfer. Both methods are accessible from the soft phone.<\/p>\n<ul>\n<li>To COLD TRANSFER:\n<ul>\n<li>To cold transfer a call, hit the \u201cTransfer\u201d button, then enter the extension you wish to cold transfer to. Hit \u201cTransfer\u201d again or \u201cEnter\u201d on your keyboard to complete the transfer. If you wish to go back to the original call, click the red phone at the bottom if you have not begun entering an extension, or hit \u201cCancel\u201d.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img8.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-316\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img8.png\" alt=\"\" width=\"270\" height=\"467\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img8.png 375w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img8-174x300.png 174w\" sizes=\"auto, (max-width: 270px) 100vw, 270px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li>To WARM TRANSFER:\n<ul>\n<li>To warm transfer a call, click the \u201cAttn Transfer\u201d (attended transfer) button on your soft phone. This will bring up a second phone line which will be used for you to speak to the person to which you intend to transfer the call. You can then enter the extension or outside phone number you are trying to reach, or you can click on the red phone to return to the original incoming call you picked up.<\/li>\n<li>Once you have connected with the person you are trying to reach and have announced the call, click \u201cTransfer\u201d to connect the original incoming call with the intended destination, or click \u201cEnd\u201d to return to the original incoming call.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-317\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9.png\" alt=\"\" width=\"1107\" height=\"644\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9.png 1107w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9-300x175.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9-768x447.png 768w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img9-1024x596.png 1024w\" sizes=\"auto, (max-width: 1107px) 100vw, 1107px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong><u>VIEWING YOUR CALL HISTORY<\/u><\/strong><\/p>\n<p>Sometimes it is necessary to view your call history, especially if a call has dropped and you need to get in touch again. Thankfully, you can view your call history on your soft phone by clicking the clock-like icon at the bottom. From there, you can select the kinds of calls you would like to see.<\/p>\n<p><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img10.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-318\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img10.png\" alt=\"\" width=\"847\" height=\"708\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img10.png 847w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img10-300x251.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img10-768x642.png 768w\" sizes=\"auto, (max-width: 847px) 100vw, 847px\" \/><\/a><\/p>\n<p><strong>***<u>INSTRUCTIONS FOR SETTING UP YOUR VIEW OF CC PHONE REP STATUS ON YOUR SOFT PHONE<\/u>:<\/strong><\/p>\n<ol>\n<li>First, click on the square\/rectangle icon named \u201cSwitchboard\u201d<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img11.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-319\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img11.png\" alt=\"\" width=\"301\" height=\"513\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img11.png 301w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img11-176x300.png 176w\" sizes=\"auto, (max-width: 301px) 100vw, 301px\" \/><\/a><\/li>\n<li>A new window should open. Make sure your \u201cView\u201d is set to <strong>Manager<\/strong>. You can change it using the drop down menu on the upper left. Then click on the little gears icon.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img12.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-320\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img12.png\" alt=\"\" width=\"352\" height=\"443\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img12.png 352w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img12-238x300.png 238w\" sizes=\"auto, (max-width: 352px) 100vw, 352px\" \/><\/a><\/li>\n<li>This will open another window \u201cSwitchboard Settings\u201d. On the left hand column, deselect all of the squares except CC Phone Reps. You will have to scroll down to deselect them all.<a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img13.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-321\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img13.png\" alt=\"\" width=\"769\" height=\"585\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img13.png 769w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img13-300x228.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img13-768x584.png 768w\" sizes=\"auto, (max-width: 769px) 100vw, 769px\" \/><\/a><\/li>\n<li>Click \u201cOK\u201d<\/li>\n<\/ol>\n<p>Now you will have just the CC Phone reps on the left-hand side and be able to see their status. On the right-hand side, you can see how many calls are in the queue. Calls will show up at the top portion of the screen.<\/p>\n<p><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img14.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-322\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img14.png\" alt=\"\" width=\"333\" height=\"438\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img14.png 333w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img14-228x300.png 228w\" sizes=\"auto, (max-width: 333px) 100vw, 333px\" \/><\/a><\/p>\n<p><strong><u>CONFERENCE CALLING<\/u><\/strong><\/p>\n<ol>\n<li>To conference call, while you are on a call with someone press the CONFERENCE button<\/li>\n<li>Click the ADD button (either a plus icon or a pen icon)<\/li>\n<li>Select PHONE NUMBER and type in the number<\/li>\n<li>Click DONE or START CONFERENCE (the number will be dialed and all 3 of you will be on 1 call.<\/li>\n<\/ol>\n<p><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img15.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-323\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img15.png\" alt=\"\" width=\"856\" height=\"582\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img15.png 856w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img15-300x204.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img15-768x522.png 768w\" sizes=\"auto, (max-width: 856px) 100vw, 856px\" \/><\/a><\/p>\n<p><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img16.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-324\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img16.png\" alt=\"\" width=\"905\" height=\"673\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img16.png 905w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img16-300x223.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/604img16-768x571.png 768w\" sizes=\"auto, (max-width: 905px) 100vw, 905px\" \/><\/a><\/p>\n<p><span style=\"text-decoration: underline\"><b>3CX WEB MEETINGS (FOR <\/b><b><u>TRAINING<\/u><\/b><b>)<\/b><\/span><\/p>\n<p>Occasionally trainings will need to be done over the phone, between offices. Some of these trainings will require the need of video presentations to help facilitate the trainings by allowing everyone to look at the same thing at the same time. We can achieve this by using the 3CX Web Meetings feature.<\/p>\n<p>For presenters, a detailed breakdown of all features can be found at: <a href=\"https:\/\/www.3cx.com\/user-manual\/webmeeting\/\">https:\/\/www.3cx.com\/user-manual\/webmeeting\/<\/a><\/p>\n<p>For viewers, a detailed breakdown of how to join a meeting can be found at: <a href=\"https:\/\/www.3cx.com\/user-manual\/webmeeting\/joining-a-webconference\/\">https:\/\/www.3cx.com\/user-manual\/webmeeting\/joining-a-webconference\/<\/a><\/p>\n<p>Currently, Baltic Ave is the best room to run a web meeting.<\/p>\n<ol>\n<li>Log into to the PC in Baltic with the CC Training. The current password is &#8220;trainingcc&#8221;.<\/li>\n<li>Log into your email at mail.actionlife.com and retrieve the link sent to you by the presenter.<\/li>\n<li>Open the link in Chrome<\/li>\n<li>Add your name and join the meeting<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>The 3CX phone system manages call distribution, and tracks statistics such as call volume (inbound\/outbound), abandon rates, wait time, agent log in stats, etc. SET UP TRANSFERRING WARM TRANSFERRING VIEWING CALL HISTORY INSTRUCTIONS FOR SETTING UP YOUR VIEW OF CC PHONE REP STATUS ON YOUR SOFT PHONE CONFERENCE CALLING 3CX WEB MEETINGS (For Trainings) SET [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[],"class_list":["post-309","post","type-post","status-publish","format-standard","hentry","category-6-systems"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/309","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=309"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/309\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=309"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=309"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}