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Telephony Configuration

1. Introduction​

The Telephony Configuration module enables integration with external voice providers such as 3CX PBX, allowing users to perform call-based operations including campaigns, inbound/outbound calls, and agent management.

This setup requires two main steps:

  1. Configure the telephony plugin (e.g., 3CX)
  2. Activate telephony from Module Configuration

2. Configuration Overview​

StepDescription
Step 1Configure Telephony Plugin (3CX)
Step 2Activate Telephony Module
Step 3Start using features (e.g., Call Campaigns)

3. Configure Telephony Plugin (3CX)​

Step 1​

Configuration → Plugins → 3CX

Required Actions:​

  • Enable the plugin

  • Configure:

    • The V20 Host is the 3CX server URL used to connect the system (e.g., https://your-domain.my3cx.com:5001).
    • The API Key is generated from the 3CX Admin panel under Integration → API, and should match the ID defined during API creation.
    • The Client ID is a unique identifier for your environment (e.g., qaenv or prod).
    • The Sync Interval defines how often data is synced from 3CX (e.g., Every 5 minutes).
    • Save configuration

Outcome:​

  • System connects to 3CX
  • Telephony data (agents, queues, statuses) is synced

4. Activate Telephony Module​

Step 2​

Configuration → Modules → Telephony

4.1 Enable Telephony Module​

Field: Voice provider management and configuration (Toggle)

Description: Activates telephony functionality across the system.

Configuration:

  • ON → Enables telephony features
  • OFF → Disables telephony completely

4.2 Select Telephony Provider​

Field: Telephony Configurations (Dropdown)

Available Option:

  • 3CX (currently configured plugin)

Description: This field links the configured plugin (from Step 1) to the system module.

How to Configure:

  1. Click the dropdown
  2. Select 3CX
  3. Ensure the plugin is already configured before selection

4.3 Save Configuration​

Action: Save Configuration Button

Description: Applies and stores all configuration settings.

Behavior:

  • Activates telephony at system level
  • Links module with plugin
  • Makes telephony features available for usage

5. End-to-End Activation Flow​

Step 1: Configure Plugin (3CX)
Step 2: Enable Telephony Module
Step 3: Select Provider (3CX)
Step 4: Save Configuration
Telephony Activated

6. Using Telephony for Call Campaigns​

Once telephony is activated:

You can:

  • Start Call Campaigns
  • Assign agents
  • Dial leads
  • Track call outcomes
  • Use dispositions

Dependency: Call campaigns will NOT work unless:

  • Plugin is configured
  • Telephony module is enabled
  • Provider is selected
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