A 3CX softphone connects by being provisioned for a specific extension on the business’s 3CX system. A user typically signs in with the system URL and account details, provisions the Windows app from the Web Client, or scans a QR code from the 3CX account email in the mobile app. The administrator must create the extension and make the system reachable; calls to regular external phone numbers also require a separately configured SIP trunk.
What connects the softphone to the business system?
Provisioning links the 3CX app to an extension on one particular 3CX installation. The extension and the system URL—or, for mobile setup, the QR code in the account email—identify the account and system the app should use. These directions apply to 3CX’s own clients; they are not instructions for connecting a generic softphone to any PBX using arbitrary SIP credentials.
An administrator first creates or enables the user’s extension and supplies the correct system details. The business may run 3CX as a hosted service, in a private cloud, or on premises. 3CX says its hosted option reduces customer system and operating-system management work, while private-cloud and on-premise deployments require more customer administration. For self-hosted deployments, 3CX identifies a static IP address, suitable firewall configuration and, where applicable, split DNS as network considerations. See 3CX’s system documentation.
Choose the connection method for your device
| Option | How it connects | Native app? |
|---|---|---|
| Windows Softphone | Sign in with the 3CX URL and account details, or provision from the Web Client. | Yes |
| iOS or Android app | Scan the QR code in the “Your User Account on your New 3CX System” email. | Yes |
| Web Client | Open the Web Client URL in the account email and sign in. | No; use the browser |
The official setup material does not establish a comparative call-quality, setup-time or performance advantage among these options.
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Windows app
- Install the 3CX Windows Softphone App from the Microsoft Store.
- Enter the 3CX system URL shown in your account details email.
- Sign in with your email address or extension number and password. The app should provision automatically after login. If your extension uses two-factor authentication, you may also be asked for a security PIN.
- Alternatively, open the 3CX Web Client, select Apps, choose the Windows App tile, then select Provision. Follow the browser prompt to open 3CX; Windows may ask you to allow network access.
If your system is configured for Google or Microsoft 365 sign-in, you can authenticate through that identity provider and then provision the app. 3CX’s manual says, “The app will launch with your extension automatically configured.” Read the Windows Softphone App manual.
iOS or Android app
- Install the 3CX app from the relevant app store.
- Open the “Your User Account on your New 3CX System” email on your device.
- Scan the QR code at the top of the email. The extension is set up automatically.
For a single remote user, 3CX’s guidance points to the mobile app as an option; ordinary mobile-app access does not require a local SBC. See the 3CX mobile app quick reference.
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Web Client
To use the browser rather than install a native softphone, open the Web Client URL from the account email and sign in with Google, Microsoft 365, or the credentials provided. This accesses the system through the Web Client; it is distinct from installing and provisioning the Windows or mobile app. 3CX’s quick reference describes Web Client access.
What remote access depends on
For remote 3CX apps and SBCs, the official firewall guide lists inbound TCP and UDP port 5090 for the 3CX tunnel, plus inbound HTTPS on port 443 or 5001—or the configured custom HTTPS port. It also lists outbound ports used by Android and Apple push services. The exact requirements depend on the system’s configuration; for an on-premise installation, ask the administrator to verify the rules and run the 3CX Firewall Checker against the current guide. Check 3CX’s firewall and port requirements.
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3CX states that its Android and iOS apps use tunnel encryption by default, so separate TLS and SRTP configuration is not needed for those apps. This statement applies to the mobile apps; the security guide treats TLS separately for other endpoints and trunks. Read 3CX’s security guidance.
Softphone versus desk phone
A mobile or Windows softphone is an app endpoint. An SBC is a different part of the architecture that 3CX positions for IP desk phones; it is not a general requirement for connecting a remote softphone. See 3CX’s SBC guidance.
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Why the app may connect but calls still fail
Successful provisioning confirms that the app has been associated with an extension; it does not by itself establish every network or calling feature. Check the problem that remains:
- The app cannot sign in or provision: Confirm the system URL and the email, extension number and password, and ask the administrator to verify that the extension is active and provisioned.
- Remote access fails: Ask the administrator whether remote access is allowed and whether the applicable HTTPS and tunnel firewall rules are in place. For an on-premise system, the administrator can use the 3CX Firewall Checker.
- The app works, but calls to ordinary external numbers fail: The business system needs a SIP trunk or VoIP provider account, with the provider connection registered and calls routed to the right destination.
- Notifications do not arrive: Ask the administrator to check the relevant outbound access for Apple or Android push services in the firewall guide.
External phone calls need a SIP trunk
Provisioning a softphone connects it to the business phone system; it does not supply public telephone numbers or, on its own, enable calls to and from the public telephone network. For that, the business administrator must configure a SIP trunk with a VoIP provider. 3CX advises choosing a provider supported in the user’s country.
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- In the 3CX admin interface, go to Admin > Voice & Chat > Add Trunk.
- Add the provider account using its registration details or IP-authentication information.
- Set up routing for the provider’s DIDs to the appropriate users or call-handling destinations.
This is phone-system administration, separate from a user provisioning their softphone. Consult 3CX’s supported SIP trunk provider information.
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