Expanding AI with knowledge sources, PA call handling and Boss-Secretary updates.
Update 8 BETA 2 builds directly on the previous ALPHA and BETA releases. In this update, we introduce knowledge sources, the new AI Personal Assistant role, Boss-Secretary improvements, an additional voicemail delivery option and the new Enterprise Plus edition. Read on to learn everything in BETA 2!
New AI Personal Assistant (PA) Role
This Update 8 release introduces a new PA (Personal Assistant) AI Agent role designed to screen and manage calls for a Boss. The PA extends the trusted circle, enforces availability rules and handles callers on behalf of the executive. The PA can:
- Answer and screen calls for the Boss
- Access the Boss’s personal phonebook
- Respect department, status and profile availability
- Transfer calls only to the Boss
- Reject transfer requests to other destinations
- Collect messages and send them to the Boss or direct callers to voicemail
… more PA capabilities will follow in upcoming releases.
Knowledge Sources for AI Agents
BETA 2 introduces AI Knowledge Sources, allowing AI Agents to retrieve company-specific information during calls and chats. This enhancement adds real “intelligence” to AI Agents by allowing them to reference internal materials such as policies, FAQs, routing rules or product guides – directly from the Admin Console.
Administrators can build dedicated Knowledge Bases and upload a wide range of file formats txt, md, pdf, docx, csv, json, html, pptx, xlsx and more. These resources can then be assigned to any AI Agent for fast and accurate retrieval during customer calls or chats. Powered by the same ingestion and vector-search technology used across the OpenAI ecosystem, 3CX now delivers this capability natively and within its Agentic AI component.
Boss-Secretary: End-User and Admin Experience
This release brings a more complete Boss-Secretary experience across both the Admin Console and the apps. This makes it easier for executives and assistants to control how incoming calls are screened and routed.
Note: Boss-Secretary requires you to have an 8SC+ PRO, Enterprise/AI or Enterprise Plus license.
Extensions with roles of Manager and above can now enable and pre-configure Boss-Secretary directly from the Admin Console. Once activated by the Admin, end-users can manage the feature directly from the 3CX App’s avatar menu. This self-service approach gives users the flexibility to adjust settings without requiring admin intervention. Users can:
- Quickly switch Boss-Secretary ON or OFF
- Set “Active During” hours
- Choose which call types are allowed (internal, external or all)
- Manage a list of allowed direct callers
Queue Voice Mail Improvements
Shared Voicemail for Queues and Ring Groups adds another delivery option in this update: send voicemail as an attachment only to additional recipients and delete.
Useful for mailing lists or external recipients who only need the attachment without storing messages in the system.
New Enterprise Plus Edition and 3CX Transcription Changes
You’ll recall we made call transcription with 3CX AI available for testing at no additional cost whilst it was in Beta. Pricing was still under consideration.
With Update 8 BETA 2, 3CX is rolling out the new Enterprise Plus infrastructure; here is a heads-up on the call transcription updates:
- Enterprise Plus brings a generous, yearly cloud-transcription allowance, offering 30,000 minutes for 8SC and 60,000 minutes for 16SC licences.
- If you want to leverage your own private cloud or on-premise transcription service, this becomes available for both Enterprise/AI and Enterprise PLUS Editions for licenses with 16 or more simultaneous calls (previously only available for 32SC and up), giving more customers access to fast, on-premise transcription.
- Enterprise/AI get voicemail transcription through the 3CX transcription service as a bonus.
- Basic and PRO licences do not include voicemail or call recording transcription.
Enterprise Plus will be available for purchase shortly. Follow the blog for more updates.
After Update 8 is officially released, legacy builds using 3CX Cloud transcription will stop processing call transcriptions, whilst still allowing you to use third-party transcription services like OpenAI and Google. Customers who need 3CX Cloud call transcription will be required to upgrade to Enterprise Plus.
View the complete changelog here.
Get Started with Update 8 BETA 2
To try out these new features, upgrade to V20 Update 8 Beta 2.
- Log in to the Admin Console
- Navigate to System > Updates
- Select Update 8 BETA 2 and click Download
⚠ Important: The Beta version should be installed for evaluation purposes only. It is not recommended for production systems.
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