Are you facing the daunting task of managing disk space within your organization, especially when it comes to storing phone conversation recordings? Look no further! Introducing 3CX Recording Manager, the ultimate solution designed to simplify your workload. With this remarkable 3CX/PBX plugin, you’ll effortlessly archive your 3CX recordings as MP3 files to a designated alternate location, such as a Network Attached Storage (NAS) device, or even send them to a different email address.
By utilizing MP3 files, you’ll witness a significant reduction in storage requirements compared to space-consuming WAV files. In fact, MP3 files take up only a fraction of the original size, approximately 1/7th! Imagine the valuable space you can save.
But that’s not all! Our advanced technology also provides an automated method to compress file sizes, ensuring optimal storage efficiency. Additionally, it creates an archive copy of each recording and stores it in a secure alternate location. This way, you can rest assured that a permanent copy of every recording is safely preserved.
Furthermore, our retention policy takes care of the clutter for you. It automatically identifies and deletes old recordings that surpass a specified date, streamlining your storage management process effortlessly.
Don’t let disk space constraints hinder your operations any longer. Take control with 3CX Recording Manager, the ultimate tool for efficient disk space management. Say goodbye to storage woes and embrace a seamless recording archiving experience. Get started today and unlock a world of storage efficiency!
Experience the seamless efficiency of 3CX Recording Manager, an incredible plugin designed specifically for your 3CX/PBX system. With this remarkable tool, effortlessly handle and organize your call recordings through a user-friendly web portal. Whether you want to archive, compress, or purge your recordings, Recording Manager makes it a breeze.
Capture every important conversation with ease! Take advantage of the ad-hoc recording feature, enabling you to record individual calls whenever necessary. Need to monitor specific extensions? Recording Manager has you covered by allowing you to effortlessly record all calls made by a designated extension(s). Looking for a comprehensive solution? You can even record all calls within your entire phone system!
Don’t let valuable conversations slip away. Empower yourself with the advanced capabilities of 3CX Recording Manager, the ultimate tool for managing your call recordings. Experience streamlined efficiency like never before!
To effectively employ the powerful features of 3CX Recording Manager, it is imperative to understand the simple yet crucial steps involved in its setup and usage. This user-friendly software requires a one-time installation process, ensuring hassle-free access to its extensive recording capabilities.
3CX Recording Manager as a Remote Server Support #
You can install 3CX Recording Manager either directly on the 3CX server or on a remote server. To install it on a remote server, you need to install the 3CX Relay Agent on the 3CX Server. However, you can install the Windows service, SQL Server, and web portal on separate servers.
You must ensure that your computer satisfies the minimum requirements specified below to install 3CX Recording Manager before you begin with the installation steps mentioned in this guide,
3CX Version V18
Windows 10 or above / Windows Server 2012 (64 bit) or above
Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
To play recordings within browser requires HTML5 audio support
You have the option to purchase 3CX Recording Manager online at https://www.voiptools.com. Your order confirmation email includes your license key and a link to download the software
Install Prerequisites
To install 3CX Recording Manager, you need to install several prerequisites beforehand. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server.
Install 3CX Recording Manager
This User Guide presents step-by-step instructions for installing 3CX Recording Manager successfully. You should start by extracting the installer from the downloaded zip file (Step 1 mentioned earlier), and then proceed to run the setup program called 3CXRecordingManagerInstaller.exe.
Register your License Key
You need to register your license key in order to activate 3CX Recording Manager. The license key is included in the email confirming your order and can also be accessed in your order history on our website
You can locate the software download link in the Order Confirmation Email or access it in your order history on our website to obtain the 3CX Recording Manager application.
In the Microsoft Defender SmartScreen, click the More Info option.
Figure 1: Microsoft Defender: More info
Click the Run Anyway option to start the installation.
Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Recording Manager’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.
Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.
Figure 3: Prerequisites Setup Wizard
In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.
Figure 4: Select Prerequisites to Install
The installer will download and install the selected applications.
Figure 5: Prerequisites Installation in progress
If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.
Figure 6: SQL Server Express: Accept License Terms
In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.
Figure 7: SQL Server Express: Target Location
Once the prerequisites are installed successfully, click Close.
Figure 8: SQL Server Express: Installed Successfully
Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next
Figure 9: Microsoft SQL Server Management Studio: Installation in progress
In the confirmation message box, click Yes to reboot the computer.
Figure 10: SQL Server Express: Reboot your computer
After all the prerequisites are installed, the 3CX Recording Manager Setup Wizard appears. Click Next to Continue.
Figure 11: 3CX Recording Manager Setup Wizard
On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Recording Manager’ will be installed. Note that you cannot change the path.
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 13: Configure Relay Services
Click the Test Relay Settings to confirm ‘3CX Recording Manager’ can communicate with the Relay services running on the 3CX server.
If the ‘3CX Recording Manager’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. Click Next to continue with the installation.
Figure 14:Test Relay services
NOTE:
If the test fails, you will not be able to continue until communication with the relay is established. If the test was unsuccessful:
confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
confirm that you have entered the correct FQDN for the 3CX server.
confirm that 3CX Recording Manager and the Relay are using the same port and protocol.
When configuring 3CX Recording Manager, select an existing Microsoft SQL Server instance in your environment. The database server can be a remote SQL Server (How-to configure SQL Server to permit remote connections), or a local instance running on the VoIPTools server.
On the SQL Database window, in the Server field, select the desired instance of SQL Server
NOTE:
We encourage you to use SQL Authentication rather than Windows authentication. Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX. Frequently our CFD applications require access to a SQL database. If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail. To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”. If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.
Figure 15: SQL Authentication
To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
In the Username and Password fields, enter valid SQL login account credentials.
To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
In the Database field, the installer will automatically display the default database name. We encourage you to use the default name. If you are upgrading or reinstalling 3CX Recording Manager, select the existing database name from the list.
Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.
In the Ready to Install window, click Install to start the installation of the ‘3CX Recording Manager’.
Figure 17: Install 3CX Recording Manager
The application installation is in progress. It may take several minutes to complete.
Figure 18: Installation of ‘3CX Recording Manager’ in Progress
Once the installation is complete, check Launch 3CX Recording Manager check box and then click Finish. The 3CX Recording Manager configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Recording Manager check box and then click Finish
The 3CX Recording Manager Settings screen enables you to register the software, configure recording path, archive path, email server settings, time zone, import existing records, set retention policy and connect to web portal.
Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.
Click the License tab and enter registration information.
The Import screen enables you to import recording files. Based on the recording path that you have mentioned in 3CX, the Recording Manager automatically inserts the recordings into the database. If you have selected to ‘Archive’ the recordings then simultaneously while importing, the Recording Manager will also archive the recordings.
In the Import tab, click Import button. The ‘3CX Recording Manager’ automatically gets the recording path from 3CX and inserts the recordings data into database. Simultaneously, the recordings also will be archived if you have selected Archive option in Retention tab.
Figure 22: Import Screen
If you want to fetch the recording creation date time from the file name, then click Advanced Settings and then check Use the recording date embedded in the file name checkbox.
Figure 23: Use Recording Date Embedded in File Name
If you want to import the recordings of a specific extension range then, in the Import Restrictions section, check All Extensions or Range check box and then enter Start and End extension range that you want to import.
If you want to import the files since the last import date checks Import starting from the last import date and select the appropriate date from the date drop-down.
In the Retention tab, under Delete Policy, check Delete recording after sending email checkbox if you want to delete the recording as soon as the recording is mailed as an attachment to the email set in Step:9
Check Delete recordings older than checkbox and set the schedule with appropriate time in Days and Delete at fields. By doing so, once the recordings reach the set schedule, the Recording Manager deletes them from the Recording Pathand saves them to the Archive Path.
NOTE:
If the Archive Policy is not enabled, then the Recording Manager saves the records that reached the Delete recordings older than time, to the ‘Default Archive Path’.
If the Archive Policy is enabled, then Recording Manager saves the records that reached the Delete recordings older thantime to the Archive Path that you set in Archive Policy.
Under Archive Policy, check Archive checkbox if you want to archive the recordings to another location.
Set Archive Path to the location where you want the call recordings to be archived.
Check Archive and Delete checkbox if you want the Recording Manager to copy the recording files from recording path to archive path (in mp3 format) and then delete the files from the recording path.
Check Delete archives older than checkbox and then set the desired number of days and time so that the Recording Manager will delete the archived recording files (.mp3) as per the scheduled time period.
Figure 24: Set Retention Policy
NOTE:
You must not set the Archive Path as the Recording Manager folder. This creates overwriting of files and may lead to deletion of filed when new build is released.
From the Download rights dropdown, select desired option to control who can download recordings in the web portal.
From the Email rights dropdown, select desired option to control who can email the recorded audio files in the web portal.
From the Delete rights dropdown, select desired option to control who can delete recordings in the web portal.
Check Record Only Inbound External Calls check box to instruct 3CX Recording Manager to record only inbound external calls.
Figure 25: Set recording conditions
Under Transcribe section:
Check Transcribe Recordings checkbox if you want to transcribe the recordings. You can also choose the list of extensions that you wish to transcribe in the Web portal of ‘3CX Recording Manager’.
In the Google Speech Service Account File Path field, choose the file path of the JSON file that you get after creating a Google cloud account.
In the Cloud Storage Bucket Name field, enter the bucket name that you have created in your google cloud account so that the recordings which are more than 1 minute will be uploaded to cloud and then transcribed and will be deleted from cloud after transcribing.
Click Save to save the changes that you have just made to the 3CX tab.
NOTE:
To know how to setup Google Cloud Account for usage of Speech-to-Text transcription, click here.
The Recording Mover tab lets you configure settings so that you can move recordings from one server to another server using API.
NOTE:
The changes made to ‘Recording Mover’ settings will be effective only after restarting ‘3CX Recording Manager’ service.
In the Recording Mover tab, check the Move Recordings checkbox to enable and configure Recording Mover settings.
In the Queues section, check all the desired queues whose recordings you want to move to the configured server.
In the Groups section, check all the desired groups whose recordings you want to move to the configured server.
In the Server section:
In the URL field, enter the server URL to which you want to move the configured recording files.
In the Port field, enter the server port number.
In the Username and Password fields, enter valid server login credentials.
Check the SSL checkbox if the server requires a secure connection.
Enter theFTP folder path in the Path field to which the Recordings get exported.
NOTE:
You must type a slash “/” at the end of the FTP folder path. Without the “/” the Recording Mover cannot export the recordings.
In the Export section,
Check the Daily option if you want to move the recordings on a daily basis and configure the time in the Export At field at which you want to export the recordings or
Check the Live option if you want to move the recordings and individual CSV files (We generate the CSV file with all the CDR data) once the recording is finished.
Under the Calls sub-section,
check the Inbound checkbox to move only inbound recordings.
check the Outbound checkbox to move only outbound recordings
Check both boxes to move both inbound and outbound recordings to the server.
Figure 26: Configure Recording Mover settings
NOTE:
You must disable the settings in the Retention tab when using the Export Daily option.
The Email screen lets you send the recordings to the target email address. Follow the procedure to Configure Email Server Settings,
In the Email tab, check Email Recordings checkbox if you want to email call recordings.
In the Email Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server. Examples: smtp.gmail.com or 192.168.1.20
In the Port field, enter the port number. The default value is 25. For Gmail/ Google Apps use port 587
In the Email From field, enter the email address to use as the “from” email address. Note that your SMTP server may require a valid email address be used. For example: no-reply@mydomain.com
In the Email Subject field, enter the emails subject as per your requirement.
In the Alt Email field, enter an email address (example: user@mydomain.com). This is a temporary address meant to only test if the email server is working as per the set configuration.
Check Email new recording notes checkbox if you want to send an email to the owner of the recording and their manager when a new note is added.
The 3CX Recording Manager Web Portal enables you to easily find recordings using the built-in query manager. From the portal, you can listen to, download, email and delete recordings.
In the Portal tab, set Default time zone
Click Web Portal
The system navigates you to the ‘Recording Manager Standard – Manager’ Login page
To access the ‘3CX Recording Manager Standard’ web portal, click the Web Portal button on the configuration program (Portal tab on the configuration screen), or click on the desktop icon that was created during the installation process (‘3CX Recording Manager’ Web).
Login to Web Portal
When connecting to the web portal, you will be asked to provide login credentials.
In the Extension field, enter your 3CX extension number
In the PIN field, enter your 3CX voicemail PIN
Click the Login button to login to your account
Figure 30: 3CX Recording Manager Standard Web Portal Login
Manager and Agent Privileges
As a ‘Manager’, you will be able to view the following tabs:
Recordings
Settings
Log
About
Figure 31: 3CX Recording Manager – Login as Manager
As an Agent
As an ‘Agent’, you will be able to view the following tabs:
Recordings screen enables you to do the following:
Verify if a recording file is tampered or not.
View the recorded calls (incoming or outgoing) of those extensions that were either recorded manually or were set (in the ‘Settings’ screen) to record automatically.
Configure Date Time Zone
Add new or update existing score for a specific recorded call.
Add new or update existing notes for a specific recorded call.
Play the specific recorded audio file.
Email specific recorded audio file to the desired email address.
Download specific recorded audio file to the desired location on your local computer.
Display the transcribed text under each of the recordings if you have chosen to transcribe the recordings.
NOTE:
The date and time of the recordings will be according to the Date Time Zone set in the Recordings screen.
EXT
The extension number of the device that initiated the call.
CALLER NAME
The name of the caller of the extension that initiated the call.
CALLER NUMBER
The number of the extension/ phone number of the caller that initiated the call.
CALLED NUMBER
The extension/ phone number of the device that received the call from the ‘Caller’.
DATE
The ‘Date’ (according to the ‘Display Time Zone’) at which the caller initiated the call.
TIME
The ‘Time’ (according to the ‘Display Time Zone’) at which the caller initiated the call.
DURATION
The duration of the call that is recorded.
SCORE
It is the ‘Score’ for the recorded call. It is generally between 1 and 10 and the system displays the result in a graphical bar.
RECORDING
The audio file of the recorded call.
ARCHIVE
If the ‘Recording Manager’ is configured to archive the recorded audio files, then the archived audio file will be displayed in the Web Portal in ‘Recordings’ screen.
Recording Manager verifies if a recording file is tampered or not. As soon as a call completes between the client and an agent, the Recording Manager encodes and saves the recording file in database. Next time when a user plays the same recording file from web portal, the Recording Manager compares the current file (from recording path) with that saved in the database. If it is found that the file has not been edited, then displays the symbol else displays the symbol.
In the Recordings screen and in the Recording column, click the Play button of the desired recording that you want to verify.
In the Recording File popup, if symbol appears then the recording has not been tampered.
Figure 33: Non-Tampered Recording File
Figure 34: Tampered Recording File
NOTE:
The recordings saved in previous version of Recording Manager will be shown as ‘Verified’ by default.
In the Recordings screen, click Expand button beside the extension for which you want to add new notes.
In the Note text box, click Add button to display the text box to add the notes.
In the text box, type the text for the recorded call.
Click Save to save or Cancel to cancel the notes.
Figure 37: Add a new note
NOTE:
If an agent adds note, the manager will be notified about the note along with the recording through an email. And, if a manager adds a note, the respective agent will be notified about the note through an email. For this, ensure that the email settings are configured in the configuration screen.
The Settings screen enables you to select the extensions for which you want to automate call recording for both incoming and outgoing calls, and customize brand settings. You can access ‘Settings’ screen only as a manager.
Hover over the mouse on Settings tab to display the dropdown menu with the following menu options:
The Score Settings screen enables you to select the desired questions that you want to display in ‘Recordings’ screen. The manager then gives the ‘Score’ for the recorded call. It is generally between 1 and 10 and the system displays the result in a graphical bar.
Figure 44: Settings: Score Settings Screen
Hover over the mouse on Settings tab and from the drop down menu, select Score Settings.
Figure 45: Select Score Settings
Check the check box beside all the desired questions that you want to display in Recordings screen.
Log screen enables you to view the login and logout events of all the sessions along with ‘Date’ and ‘Time’ that is according to the time zone set in ‘Recordings’ screen.
NOTE:
The Recording Manager Standard will not capture the logout event if the user browses to a different website or closes the browser without logging out first.
Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.
Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.
Windows Event Log (Applications and Services ? VoIPTools)#
The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.
Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/
Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.
You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.
You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).
If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.
VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.
If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.
NOTE:
symbol else displays the 
symbol.
Play button of the desired recording that you want to verify.
beside the extension for which you want to add new or update an existing score.
Add button to display the text box to add the notes.
Save to save or 
Cancel to cancel the notes.
Edit button beside the notes that you want to update.
