3CX Phone System for Windows is a software-based IP PBX that replaces a proprietary hardware PBX / PABX. 3CX's IP PBX has been developed specifically for Microsoft Windows and is based on the SIP standard, making it easier to manage and allowing you to use any SIP phone (software or hardware).

Help Desk operators who manually create new tickets generally receive a new request via a telephone call. Requestors may follow up these tickets with a telephone call. Therefore, to improve this process, versaSRS has been enhanced to integrate with the 3CX Phone System via the versa3CX application.

Versa3CX consists of a server component called versa3CX Server and a client component called versa3CX Client. Versa3CX Client is installed on computers of each help desk staff responsible for attending to phone calls. Versa3CX Server is installed on the same server hosting 3CX phone system (v10).

Inbound Call Behavior

When the help desk staff pick up their desktop phone (or softphone) versaSRS will be automatically launched if configured within Versa3CX.

This significantly enhances the efficiency of the help desk staff to service customers as the staff can immediately see the contact details of the caller displayed if the caller's number exists in the versaSRS CRM.

Via the telephony module included within versaSRS (version 4.1 onwards) the application can be configured to launch various actions, including the following automated functionality:

• Launch a new case window
• Populate the case primary requestor details with the caller details
• Apply new case templates, to incoming calls
• Launch the Knowledge Base module
• Launch the CRM Module contacts picker for unknown caller numbers
• Launch the CRM displaying the caller's details, providing access to all current cases logged by the caller

Versa3CX Client Configuration

The administrator needs to adjust the client application configuration file before distributing it.

The following screenshot shows the application:

The title of the window includes the phone number configured for this instance. In the above example it is 505.

The user can configure the application by selection Configure menu item. This will bring the following window:

In this window the user can set their phone number or extension and the refresh rate which is in milliseconds.

The user can "hide" the application by selecting File > Hide option as shown below:

This will cause the application to "hide" but still working. To "Show" the application again, select the application's VersaDev icon from the bottom tray as circled below:

Right click on the icon and select "Show", as shown below:

This will cause the application to be shown again.

System Requirements

3Cx Phone System (v10), versaSRS (From 4.1 onwards), Windows Vista, Windows 7

Free Download

versa3CX Client (version 1.0 - released 18 November 2011)

versa3CX Server (version 1.0 - released 18 November 2011)

versa3CX/versaSRS Phone System Installation, Integration and Usage Guides