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PBX User Training Pack

Owned by Olanike Dairo (Unlicensed)
Sept 17, 2021
2 min read

Training is mainly for CSCC operators, Supervisors, and Managers. It covers three areas as below:

  1. How to register a softphone on the PBX - Log in/out.
  2. PBX  Real-time activity monitoring and reports over a certain duration.
  3. Technical Support and Troubleshooting tips.

LOGIN INTO THE SOFTPHONE:

Download, install and launch 3CX softphone.

Once it's open, click on"Create Profile" button or Right-click on the phone screen.

Click on "New" Account and fill the user details in the fields, click OK, then OK. The softphone will initiate reading configurations until it fully registers.

  1. Account name: Put your username (e.g. Michelle).
  2. Caller ID: Put the Extension Number created for you in the PBX (e.g. 3000).
  3. Extension: Put Extension number as well.
  4. ID: Put the extension number as well.
  5. Password: Use your password created in the PBX.
  6. I am in the office - local IP: Put the PBX IP address.

"On Hook" indicates the user is successfully logged in.

FLASH OPERATOR PANEL 2 (FOP2):

Below are the features for FOP2:

  1. Real-time agents activity i.e. available, on-call, ringing.
  2. Real-time queue activity i.e. view calls waiting in the queue with its timer.
  3. Call transfer to any destination. i.e. extension/mobile phone/voicemail.
  4. Listen/spy to a live call, listen and whisper.
  5. See Agents logged into the queue.
  6. Ability to pick up ringing calls.
  7. Ability to record a call.
  8. Call center supervisor/manager can use it.
  9. Login into the PBX using the IP address .e.g. 172.XX.XX.XX
  10. Click on FOP2 to view the screen.


CALL REPORTS:

  1. Call duration and waiting time.
  2. Answered and unanswered calls report.
  3. How many calls answered; by whom (extension), transferred calls detailed report.
  4. How many calls were unanswered.

TROUBLESHOOTING PBX:

When calls are not working:

  1. Check the wiring cables are well connected. 
  2. Check the link between softphone and PBX. i.e. Ping the PBX IP from the softphone host, ping service provider hostname/IP.
  3. After all is verified, engage the service provider.