MDLsolutions

*This FAQ is for setting up Call Centers. Please contact support@mdlsolutions.com for your free full featured 3CX license if you do not already have one. You will need it to setup your call center.

**IMPORTANT: Start with a clean operating system, with no 3rd party applications installed. The OS must be either Windows XP Pro, Windows 2003 server, Windows 7 or Windows 2008 server, with the latest service packs and .Net 4.0.

1: Start off by adding a normal extension to 3CX, and call it MDLsolutions/Dialer. Record the ID and Password, so you can add them to the dialer.

2: Add the dialer extension to one of your outbound rules for either a PSTN device or VoIP provider.

3: (a) Add the ID and Password you used when setting up the extension for the dialer, and enter the 3CX IP Address and Challenge Question (3CXPhoneSystem) under the 'Configuration' tab.

(b) Set the call rate to zero, as this puts the dialer into predictive dialer mode.

4: All extensions must have the following features disabled, 'Support Re-Invite' and 'Support Replaces Headers'.

5: Replace the "Music on Hold" file with the blank.wav (Right click, 'Save Target As') file so no music is played when the calls are transferred to a queue.

6: (a) Create a 3CX queue name and extension number, to the 'Phones/Queues' list as shown below. Leave the ‘Group Name’ as default, unless you have setup individual call center groups/teams. Add all the agent extension numbers that calls will be transferred to by the Predictive Dialer.
(b) Should you need to send calls in one call list to one group of agents, and calls in another call list to another group of agents, then please look over the ‘Agent Group Setup’ under the FAQ’s. Otherwise for testing purposes just select default.

7: If you want to use answering machine/fax machine detection then enable “AnsMachineDet” . If it is your first time using the Predictive Dialer then we suggest you leave it disabled to keep the testing process simpler.

8: Load the 3CX plug-in according to the instructions under the 3CX download button, on the 3CX computer/server. Make sure to add a short cut to the Windows OS startup folder to the 3CX plug-in application, so it is started when the 3CX computer is restarted. Make sure TCP/IP port 6002 is open on the 3CX computer/server. Also make sure the SQL port and SIP port are open on the Predictive Dialer computer/server. If this solution is run on a local network it is best to disable both the 3CX and Predictive Dialer firewalls.

9: Please install/configure the Agent Disposition Interface on your agent computer/s, and click on “Ready to receive calls”. After installing the 3CX Soft Phone on the same agent computers, remember to set the “Auto Answer” option on the 3CX Soft Phone icon at the bottom right hand side of the agent computer (Right Click)(Status/Auto-Ans). This way the 3CX Soft Phone will answer as soon as the call is transferred to the agent. Once the call is transferred, a tone will be played by the Agent Disposition Interface alerting the agent a new call has been transferred to him. Note: The Agent Interface/VoIP Softphone must NOT be installed on the same computer as the Predictive Dialer.

10: Import your call list, and set it to active.

11: Press 'Start Calls'. Note: If you are using the Agent Disposition Interface, set the 'Interface' value to '3CX' in the configuration file for the Agent Disposition Interface. Also make sure you have configured the '3CX Controller IP Address(3CXOnly)' to the IP Address of the 3CX phone system that you have the plug in running on 3CX.