3CX Phone System
Purpose
3CX is our VoIP phone system for all inbound and outbound calls, used via the 3CX softphone.
Our Brisbane partner CallCentral provides numbers, manages users, and offers support – Phone 1300 788 869.
This SOP covers softphone use, voicemail, the Admin Dashboard (authorised staff), and escalation to CallCentral.
1. Key Functions at a Glance
| Function | Purpose | Who Uses It | Resource |
|---|---|---|---|
| Softphone (call/hold/transfer/park/conference) | Daily call handling | All Staff | 3CX User Manual |
| Voicemail | Access, play, forward and clear messages | All Staff | 3CX Voicemail Guide |
| Admin Dashboard | Monitor users, queues, active calls, and history | Office/Admin | 3CX Admin Dashboard |
| Support & Setup | Numbers, user provisioning, system issues | All Staff | CallCentral (Brisbane) |
2. Getting Started Checklist
| Step | Action | Notes |
|---|---|---|
| 1 | Install and log in to the 3CX softphone app | Credentials sent by Admin/CallCentral |
| 2 | Set your status (Available / DND / Away) | Correct status controls call routing |
| 3 | Test inbound & outbound calls | Confirm audio and call controls work |
| 4 | (Admins) Open the 3CX Admin Dashboard | Monitor users, queues, and call history |
| 5 | Save CallCentral support details | Escalate setup or system issues |
3. Standard Operating Procedures
A. Using the 3CX Softphone
- Open the 3CX app and set your Status:
- Available – take calls
- DND – no calls (meetings/breaks)
- Away – briefly off desk
- To dial: enter extension or full number → press Call.
- While on a call you can:
- Hold – puts caller on hold (with music)
- Transfer – use Attended (consult first) or Blind (direct)
- Park – place in a park slot; retrieve by dialling the slot
- Conference – add participants as needed
B. Voicemail Management
- Watch for voicemail notifications in the app.
- Open voicemail → Play, Call back, Mark as heard, or Forward.
- Clear voicemail before end of shift so the inbox stays current.
C. Admin Dashboard (Authorised Staff)
- See who’s online/in a call; monitor queues and wait times.
- Use Call History to find missed/abandoned calls and follow up.
- If enabled, review call recordings for QA or training.
D. Escalation to CallCentral (Brisbane)
Contact CallCentral for: softphone login failures, widespread call issues, number setup/changes, and user provisioning.
Before calling: note your extension and a brief issue summary (e.g., “Transfers failing – error 403; affecting all staff or just me”).
4. Internal Best Practices
| Area | Best Practice |
|---|---|
| Status | Set correctly at start/end of shift so routing works |
| Voicemail | Clear messages by end of shift |
| Transfers | Use Attended when context matters; Blind for direct pass-through |
| Monitoring | Admins review dashboard/queues daily and act on missed calls |
| Support | Escalate systemic issues to CallCentral promptly |
5. Training & Assessment
- Initial Training: Practice calls, status changes, voicemail, transfers with a supervisor.
- Admin Assessment: Demonstrate dashboard navigation and queue monitoring.
- Re‑Assessment: After major 3CX updates or system changes by CallCentral.
6. External Learning Resources
- 3CX User Manual: https://www.3cx.com/user-manual/
- 3CX Voicemail: https://www.3cx.com/user-manual/voicemail/
- 3CX Admin Dashboard: https://www.3cx.com/docs/manual/dashboard/
- CallCentral (Brisbane): https://callcentral.com.au/
✅ End of Section — Consistent, efficient use of 3CX across staff with clear escalation to CallCentral.