3CX V20 Admin Guide

How to Record a New Prompt (Voice Message)

Understand the Prompt

The prompt is the message customers hear when they call in.

This can be used to provide instructions, such as leaving a message or choosing from a list of options.

1. Navigate to Prompt Settings

• In the Line or User Settings, scroll to the section labeled ‘Prompt’.

2. Choose or Record a Prompt

• You can select an existing prompt from the available list, or record a new one.

3. Record New Prompt Button

• • Click the handset icon next to the prompt settings.

4. Name Prompt and Initiate Recording

• • Give the prompt a clear and descriptive name for easy identification.
  • Choose the extension you want to use for recording the message (e.g., your own phone or another line).
  • 3CX will immediately call the selected extension.

5. Receive the Call to Record

• • 3CX will immediately call the selected extension from RecordFile.
  • Answer the call and follow the instructions to record your message.

6. Save and View Your Prompt

• Once you’ve successfully recorded your prompt, it will now appear in the Prompts List.
• You can select it from this list whenever you need to assign it to a line or feature.

How to View Call Logs in 3CX

1.Open the Settings Menu

• Click on the cogwheel icon in the left-hand menu to open the settings options.

2.Navigate to Reports

• From the settings menu, select ‘Reports’.

3. Open the Call Log

• Under the ‘AI Summary and Sentiment’ section, click on ‘Call Log’.
• This will take you to the detailed log of all calls.

4. Filter the Call Log

• At the top of the page, use the filters to customize your view:
  • Date Range: Select a specific time frame for the logs you want to see.
  • Call Type: Filter by missed, incoming, or outgoing calls.

5. Export or Print Logs

• To save or share the data:
  • Click ‘Export’ to download the call log as a file.
  • Click ‘Print’ to generate a physical copy of the report.

How to Set Holiday Hours in 3CX

1. Open the Settings Menu

• Click on the cogwheel icon (Settings) in the left-hand menu.

2. Go to Office Hours

• From the settings menu, select ‘Office Hours’.
• This is where you can manage and configure holiday hours for your system.

3. Select Office Holidays

• Once in the Office Hours section, click on ‘Office Holidays’ to manage and configure your holiday settings.

4. Add a New Holiday

• Under the Holidays section, click on ‘Add’.
• A new window will appear where you can input holiday details.

5. Enter Holiday Details

• Fill in the fields with the following information:
  • Name: Give your holiday a clear name, like “New Year’s Day.”
  • Date: Select the specific date or range of dates for the holiday.
  • Time: Choose whether the holiday applies to the entire day or specific hours.
  • Recurrence: Decide if this holiday will occur annually or as a one-time event.
  • Prompt:
    • Select an existing message or record a new one (refer to our guide on how to record a prompt).
    • If recording a new prompt, choose the extension you’ll use, and 3CX will guide you through recording the message.
  • Once all details are entered, click ‘OK’ or ‘Save’ to confirm the holiday settings.

6. Configure Call Handling for the Holiday

• Go to the Call Handling section.
• Select the Holiday (or other appropriate option) and assign the appropriate prompt.

7. Decide on Call Routing

Determine how calls should be managed during the holiday:

Should customers be directed to a voicemail?

Should calls be forwarded to a directory or specific extension?

Once you decide, email us at [email protected] so we can ensure your call routing is correctly configured.