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You connect 3CX once for each client that uses it, with three values for that client’s PBX: its address, and the Client ID and API key of an API client you add for Neo.

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Before you start

  • The PBX runs 3CX V20, with a licence that includes the Configuration API (3CX requires an 8SC or larger licence for it).
  • Neo reaches the PBX over the internet. Its web client must answer on a public address over HTTPS with a certificate from a public authority, as a 3CX-hosted PBX (<name>.3cx.us, <name>.my3cx.de and the like) does. A PBX that is reachable only inside the client’s network needs a public address first. To allow only Neo, see IP whitelisting.

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1. Add an API client in 3CX

1

Open the API page

Sign in to the client’s 3CX Admin Console and open Integrations → API. Click Add.
2

Set up the API client

Enter a Client ID: an extension number 3CX reserves for Neo. Check 3CX Configuration API Access. Choose the Department and the Role Neo works with: a system admin role lets Neo manage users in every department, and a department admin role only in that department. On a PBX that hosts several of your clients, choose this client’s department, so Neo reaches only this client.
3

Copy the API key

Save the API client. 3CX shows its API key once: copy it now.
3CX keeps one active token per API client, so give Neo an API client of its own. Another app that uses the same API client ends Neo’s token each time it signs in, and the other way round.

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2. Add the connection in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations → 3CX, under Communication.
2

Pick the client

In Customer, choose the client this PBX belongs to. The client must be on your Companies tab. For a second client, click Add customer.
3

Save the connection

Enter the PBX URL (the address of the client’s 3CX web client, with its port when it is not 443, such as https://pbx.example.com:5001), the Client ID and the API Key. Click Save settings. Neo gets a token from the PBX and reads its configuration before it saves, so a wrong value is rejected straight away, with what to fix.

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3. Turn 3CX on per agent

1

Open the agent's tools

Open the agent in the Neo Dashboard, go to its Tools & Settings tab and click Communication.
2

Pick a preset

Expand the 3CX block and pick one of its Presets, or set each permission group by hand.Read Only, Helpdesk and IT Admin keep Recordings & Voicemail off. Turn it on only for an agent that needs it.

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4. Add 3CX to onboarding and offboarding

Give 3CX’s Users & Extensions group to the agents that work your new starter and leaver tickets, and say in their instructions what to do on 3CX: which department a new starter goes in, which queues and ring groups they join, and whether a leaver’s extension is disabled or deleted. Ask your Neo Support Agent to add these steps to your agents.