What are 3CX Phone Systems? Everything you need to know | Gradwell Communications | A 3CX phone system buyer's guide (2023)

The rise of remote working means companies are looking for software that will help them stay as productive as possible while their employees are in their living rooms, guest rooms (if they're lucky!) and kitchens rather than in the office. Cloud-based phone software and systems are a key element of this tech stack.

Among hosted phone systems, 3CX is one of the most well-known, offering great functionality and reliability for desktop, mobile, and traditional phones. But what is 3CX and can it really help your business?

3CXis an open, software-based telephone system based on the SIP standard. It works with a range of phone hardware and also offers web browser-based extensions and mobile apps. A major benefit is that the software itself can be hosted on a remote server, on-premises (on a local server) or both for added resiliency. It is often considered a great IP PBX for small and growing businesses due to its cost-effectiveness and flexibility.

Let's briefly explain what is PBX and IP PBX.

What is the difference between PBX and IP PBX?

PBXstands for Private Branch Exchange and is a private telephone network within a company or organization.

A traditional PBX system consists of standard telephone lines and stations, which makes it possibleEstablish connections to the PSTN via endpoint devicessuch as telephones or fax machines. With a traditional PBX, an organization is limited to a maximum number of external phone lines and a maximum number of internal devices and extensions.

An IP PBX (Internet Protocol Private Branch Exchange) is a PBX system with IP connectivity that offers additional communication functions such as audio, video and instant messaging. An IP PBX allows unlimited extensions and lines, as well as complex features that are difficult to implement with a traditional PBX. summarize somethingAn IP PBX adds IP VoIP support to the legacy PBX system.

The main differences between a PBX and an IP PBX are the way they connect users and what they offer. IP PBX systems use IP technology to establish and manage communications, while a PBX takes over traditional and physical communication paths. An IP PBX can carry and manage calls, data, and other audio and video functions, and an analog PBX can only switch and manage phone calls.

PBX and IP PBX are often used interchangeably as it is often assumed that most modern telephone systems are IP based. This also applies to the rest of this guide.

Many businesses with traditional analog phone systems are actively looking to migrate to modern IP-based equivalents. And with fast approachSwitch off ISDN, companies are also considering migrating from ISDN tooSIP-Trunks.

To get started, you need a 3CX license (to unlock 3CX itself) and a SIP trunk (to connect it to the landline). You need an internet connection - whether it's on your desktop or phone - to be able to download 3CX through a browser. To make calls you need a license and to connect your 3CX Phone System to your VoIP service provider you need a SIP trunk to complete this task.

3CX is available on desktop, tablet and mobile devices. To use 3CX on your mobile phone, you can download the 3CX app for free. With the app, you remain connected to your company's infrastructure and can take your office communication with you wherever you go. 3CX also supports a number ofSIP phones and handsets. We recommend phones fromA dreamandYealink.

Note: We've helped hundreds of customers through the entire process, from licenses and hosting to SIP trunks, onboarding, support and maintenance, at minimal cost). We are also one of only a handful of 3CX Approved Solution Providers with our 3CX Recommended SIP Trunks.

3CX is a very powerful tool, but for it to work properly you need both SIP trunks (to connect it to the traditional phone network) and a license (to unlock 3CX itself).

SIP-Trunks

A SIP trunk is a way to connect and disconnect voice and data over the Internet. Because 3CX is based on the SIP standard, it works with SIP trunks to create and manage connections effectively. As detailed in the following diagram, using SIP trunks allows your SIP provider to connect channels to your PBX, which is youcan make local, long distance, and international calls over the Internet. The SIP trunk is the virtual connection between your 3CX and the VoIP phone service provider, running over a regular broadband internet connection.

License-Based Setup

To use 3CX you need a license. 3CX operates a license-based setup - you cannot make calls without a license. Like most software products, it is a subscription that renews annually. The license is based on the number of concurrent required calls routed through the system. The three types of licenses are:Standard, Pro and Enterprise. It is important to note that the concurrent call pricing model is completely different from per-user pricing and may be perfect for your business or the opposite! We will discuss this in more detail below.

Easy setup and integration

All you need to set up 3CX is an internet connection, a 3CX license and a SIP trunk. Installing 3CX is a simple process via a browser, and for a really easy setup you should probably look into a dedicated and recommended SIP trunk provider (includingGradwellis one of the most recommended).

Integration with other systems is also straightforward, with well-documented processes for linking to CRM systems such as Salesforce.

Unified communication

3CX is a completeUnified communicationSolution, meaning it goes beyond just phone calls and includes features like CRM management, messaging, calling, live chat, web conferencing, iOS and Android apps, email and more. This solution does not have the cost and management issues of a "legacy" phone system or the limitations of a shared cloud PBX (where all users share the same hosting space). With the integration, these calling features and functions are all conveniently located in one place.

CRM-Integration

A CRM or Customer Relationship Management is a system thatmanages corporate relationships and interactions with customers and prospects. It is absolutely crucial for most businesses as it centralizes all information about their customers including things like contact and/or company details, products purchased, interactions and more.

3CX allows you to easily integrate PBX and CRM systems, allowing you to make and log calls while tracking customer interactions and recordings from every channel. CRMs like HubSpot, Microsoft Dynamics, Salesforce and other database software like Zendesk can all be integrated with 3CXserver side. This means that the CRM can be integrated by the admin without any plugins or manual configuration.

Live-Chat

Live chat allows businesses to engage with their website visitors in real-time. Visitors to a website can chat with sales and support teams in a chat box within a browser. Check the box at the bottom right of this page - this is our very own live chat! Live chat helps build a strong and lasting relationship between business and customers. Businesses that provide good live chat support can see an increase in customer satisfaction and increased sales.According to Zendesk, live chat has a 92% customer satisfaction rate.

3CX Live Chat and Conversations are available for any content management system (CMS) or custom website. Similar toDrift, 3CX Live Chat sits in the corner of your website and pops up with helpful tips, suggestions and support information. It looks like this:

How to set up 3CX live chat

The first step toSetting up 3CX Live Chatconsists in defining the necessary configuration parameters to open the communication channels between the two parties. This is done from the 3CX Management Console.

Next, download the package and configure and customize the live chat. Essentially, customize live chat to match your company's colors and branding. Not only does this add a sense of professionalism, but it also makes your customers feel like they are speaking to someone who is knowledgeable and happy to help and support them.

Finally, integrate them into your website. You can do this by copying the CSS into your website's HTML content or by installing a plugin.

web conferencing

web conferencing refers tovarious types of online collaboration services, such as online meetings, webcasts and webinars. With web conferencing, you can easily hold live meetings, presentations, training courses and much more over a VoIP connection. This type of communication is transforming the way you and your organization communicate and collaborate, especially in the current era of remote work.

Setting up a web conference is very easy. First, login to the 3CX web client. On the left is a section that says Schedule a Meeting. Once you click that, you can choose the type of conference you want to host - audio or video - and when you want the meeting. You can set a date and time or start the meeting immediately.

Web-Client

Die3CX-Webclientis essentially a dashboard or control panel that combines all the calling and communication features you need to connect with your colleagues, partners and customers through your browser. The web client has full telephony functionality and provides access to audio and video calls, holding, transferring and conferencing, access to IP phones, chat functions and file transfers.

iOS and Android apps

The 3CX smartphone app is available foriPhonesandandroids. The app allows you to take your business communications anywhere. With the app downloaded to your phone, you can seamlessly access your company phone book, make calls and send messages.

Using the smartphone app is extremely useful. It allows you to call colleagues and clients and still appear professional and trustworthy by using your work number instead of your home number. The apps have become more and more helpful this year with the increase in remote work. All you have to do to use the app is download and install it from the App Store.

security

With advanced 3CX security protocols and technologies, your 3CX system stays secure and reliable. 3CX offers secure SSL login and backup and restore functionality - so files and sensitive data are not lost when there are connection problems or extreme circumstances.

To simplify device management, 3CX offers aSession Border Controller. An SBC is a device used in SIP-based VoIP networks to regulate and protect communication systems and ensure network security and efficiency. The 3CX SBC offers more security as it uses 3CX's ownTunnelhäfen.

The main difference between 3CX and its competitors are their licensing options and additional features.

3CX is based on a simulcast license, which differs from most competitors in the market who price their offerings per user or "per seat". This means that depending on the size of your business, 3CX will allow as many users as you want for the same cost, as long as your usage stays below your concurrent call threshold. This is particularly useful for organizations with many employees but low call usage, and is also used in more specialized environments such as hotels. It's worth noting that not every company is suited to this concurrent call model. For those who prefer per-user pricing, it might be better to look at a system such asWelle.

Another difference between 3CX and its competitors is the features it offers. Most PBX and VoIP plans have call routing features that can be customized for each specific deployment. 3CX has additional features that allow for a variety of callflow possibilities to fully customize your callflow.

Die3CX Call History Designer(CFD) allows you to manage incoming call handling and create complex call flows without programming or scripting. With the CFD, you can route calls based on tag, route calls directly based on customer input, implement a voice payment gateway, and more. You can make your call flow as simple or as complicated as possible. For example, start creatinga simple menulike "For sales press 1, for helpdesk press 2 or hold and a representative will be with you". Once you've designed your flow, you can deploy it to the 3CX system and it's ready to use.

Also, unlike many competitors, 3CX does not charge users or tiers for additional features like voicemail, call recording, or CRM integrations. 3CX offers IT managers a wide choice of on-premise (“on-prem”) or cloud hosting. For those who want extra security, you can even have both, providing a near-perfect redundancy solution. Although 3CX is designed as a cloud-hosted system, the PBX software can be deployed on a regular desktop PC or even a Raspberry Pi!

A hosted system is a virtual PBX that is hosted for you by a service provider. With a hosted PBX service, businesses take their phone system offsite to a third-party PBX and let them handle and manage the system. A hosted service is quick and easy to set up and eliminates expensive installation costs. The responsibility and administration of the system is transferred to the provider. This is our preferred delivery route.

Gradwell offers a 3CX hosted service, i.e. H. we install, manage and support your 3CX system for you. As a 3CX solution provider, we have 3 different hosting options depending on which 3CX license you choose.

Hosting is critical to maintaining a secure, reliable and resilient phone system - and vital to the operation of 3CX. 3CX is a system that can be set up, operated and hosted in many ways, each with their own advantages and disadvantages. There arethree waysYou can choose between self-hosted hosting, 3CX hosting or Gradwell's fully managed service.

First, 3CX itself can be hosted in the cloud, giving customers full control over their PBX and data. You can host 3CX yourself on any server. Second, 3CX hosts and manages your system for you. Finally, Gradwell operates a fully managed hosting instance, which means we install, manage and support your hosted PBX for you. We have put together a special webpage about our hosting compared to these two alternatives that you can findhere.

3CX is ideal for small to medium sized businesses and start-up companies. It's easy to set up and offers competitive and affordable pricing for businesses looking for a quick, easy, and trusted solution. 3CX is also a flexible solution that allows for additional extensions and requirements as your business grows.

If you're a business new to the concept of Unified Communications, where chat, calling, meetings and conferencing are all rolled into one, 3CX could be particularly attractive. With a comprehensive range of calling, video and audio features that can be tailored to your business needs, 3CX can get your business off to a strong start or keep it on a stable path. How we all find each otherwork remotelyCurrently, 3CX is beneficial for companies that have a number of employees working both in the office and from home or other locations.

remote work

Hosted phone systems and instant messaging platforms have become essential communication tools for businesses and organizations. 3CX has been particularly popular during this time of coronavirus due to its licensing discounts and convenient features. To be able to work from home effectively, you need to take full advantage of the 3CX web client and softphone.

While working from home, 3CX Softphone allows you to continue making calls and manage your communications from whatever device you use. The app is beneficial during this time because it keeps costs down and installs quickly and easily, getting you and your business up and running in hours. the3CX-Softphone-Appcan be downloaded for free.

cost saving

A major attraction of 3CX is thecompetitive pricing. Pricing is based on the number of concurrent calls your business requires, not the number of users/extensions. 3CX has a price generator that automatically calculates the license your business needs.

What is 3CX?

3CX is an open standards based PBX system. It is based on the SIP standard and works with common IP phones and SIP trunks. 3CX enables calls and extensions over traditional PSTN phone lines and VoIP services.

What does Gradwell have to do with 3CX?

We are an official partner of 3CX, which means we sell, build and support 3CX for our customers. We are also one of the UK's most recommended SIP trunk providers and our network is specifically configured to work seamlessly with the 3CX system.

What is a PBX phone system?

PBX stands for Private Branch Exchange and is a private telephone network used within a company.

What is the difference between a 3CX PBX and my current on-premises PBX?

3CX is primarily delivered as a cloud managed service in a data center and not as an on-premises physical PBX. This eliminates the risk of expensive repairs while offering a range of additional features and no need for maintenance contracts.

What is IP telephony?

IP telephony stands forInternet Protocol-Telephony. It's a term used to describe technologies that use a variety of protocols to exchange voice, fax, and other information traditionally carried over the PSTN.

What are SIP trunks and what are their advantages?

A SIP trunk is a way to establish and terminate voice and data transmissions over the Internet. SIP trunks are the virtual connection between your 3CX System and the VoIP phone service provider.The benefits of SIP trunkingare the low cost and call charges, flexibility and more.

How much does 3CX cost?

The cost of 3CX depends on your license choice. Licensing options are Standard, Pro and Enterprise and vary in price and number of simultaneous calls. To figure out what type of license you need, 3CX has a price generator that will automatically calculate it for you.

Was ist Unified Communications?

Unified Communications refers to a telephone system that enables and integrates various communication methods. This includes phone calls, email and SMS messages, live chat, video conferencing, audio and more. This communication is unified, allowing users to share and access data from one central location.

What phones work with 3CX?

Supported Gradwell phones are Snom and Yealink.

How much does it cost if I want to upgrade a license?

If you want to upgrade to a different license, the upgrade cost is only the price difference between the larger license and the original one.

Can I get 3CX on my phone?

Yes. 3CX offers a softphone - an app that can be installed on your mobile phone. This allows you to access all features from your office phone and make calls from your office number.