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3CX Integration Guide

NetHelpDesk can display incoming call pop-ups, place outgoing calls, and display the call handling screen when a call is accepted in 3CX. The 3CX integration works via Notify from version 10 onwards. The 3CX integration works by using windows events and hot keys rather than TAPI. In order for 3CX to post windows events for NetHelpDesk to use to handle calls, a plugin will need to be installed. The 3CX plugin can be downloaded from here.

To read the guide regarding Notify, please click HERE


1. Setting up 3CX to work with NetHelpDesk

Make sure you have a 3CX telephone system before proceeding, and that the feature is enabled in NetHelpDesk. Go to N > Setup > Main Configuration > Call Management > 3CX or N > Setup > Main Configuration > Integrations > 3CX. Make sure the switch is blue, to confirm it is enabled.

3CX 1

3CX 2
3CX 3
3CX 4 3CX 5


Event

Key Combination

Copy Number from Clipboard

F11

Answer Call

CTRL + SHIFT + A

Blind Answer

CTRL + SHIFT + B

Attended Transfer

CTRL + SHIFT + T

Hold/Resume

CTRL + SHIFT + H

Divert Incoming Call To Voicemail

CTRL + SHIFT + V

Hang Up or Decline Call

CTRL + SHIFT + F


2. Setting up Notify

Notify is separate from the NetHelpDesk main windows application, and is used to handle events such as pop up notifications, TAPI calls, and NetHelpDesk Chat.

Open up NetHelpDesk on your local machine (not the server) and go to N > Processes > Launch Notify.

To enable 3CX integration, you will need to enable the “Use 3CX for Calls” checkbox. Select save to save these settings. 3CX will now need to be started. /**/

3CX 6

PLEASE NOTE: 3CX must be started after Notify has been started. When 3CX starts, you should see some events appear in the Event log in Notify. When these appear and the LoggedIn event appears, the setup is complete.

The incoming call pop up will be displayed when an incoming call comes in, and the call handling screen displayed when an incoming or outgoing call is accepted.

3CX 7
3CX 8

Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.



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