Connect AI assistants, deploy dedicated AI infrastructure, build real-time voice applications and gain more control over administration, privacy and integrations.
V20 Update 10 Alpha makes 3CX a more open and programmable business communications platform. Rather than simply adding new AI features, this release enables external AI assistants, programmable voice applications and dedicated AI infrastructure, making it easier to build intelligent business workflows on top of 3CX.
A native Model Context Protocol endpoint is introduced along with a new standalone 3CX AI Server, a Customer Service AI Agent, Programmable Extensions and AI Call Scripts for supported real-time voice services.
This blog provides an overview of the main additions. Dedicated blogs and technical documentation covering each major feature will be published over the coming weeks.
Connect AI Applications With MCP
3CX now includes a native Model Context Protocol (MCP). MCP is rapidly becoming the standard way for AI applications to securely communicate with external business systems, allowing AI assistants to interact with 3CX without requiring custom integrations.
Authorized MCP-compatible applications - including ChatGPT, Claude, Gemini, GitHub Copilot and custom AI assistants - can securely connect to permitted 3CX functions. This means the same MCP endpoint can power interactive AI assistants, custom applications and automated workflows. Access is protected through OAuth authentication and the limitations of the user's existing 3CX role.
For example, an MCP-connected application can summarise calls, generate queue and departmental reports, turn approved transcripts into reusable AI knowledge, investigate system issues or perform supported administrative actions.
You can learn how to: connect ChatGPT or Claude to the 3CX MCP Server.
New Standalone 3CX AI Server
Update 10 introduces a dedicated 3CX AI Server, providing a simpler deployment model, macOS support and local AI processing.
Separating AI services from the PBX simplifies deployment, enables independent updates and creates a more scalable architecture for future AI capabilities.
Reliability has also been improved. Transcription jobs affected by temporary provider, network or rate-limit issues are automatically retried. AI-generated call summaries now include structured Notes and Action Items, making it easier to identify important information and required follow-up actions after a call.
Existing onboard AI installations are not compatible with Update 10 and later. They must be reinstalled or migrated to the new standalone AI Server.
Get started: Install 3CX AI Server on macOS or Debian.
Customer Service AI Agent
The new Customer Service AI Agent joins the existing 3CX AI Receptionist and Personal Assistant, expanding the range of ready-to-configure AI Agents available directly within 3CX. Using configured Knowledge Sources, it can answer common questions, assist with troubleshooting and transfer unresolved or more complex requests to a human agent.
Administrators can configure a fallback destination if the AI provider or AI Agent becomes unavailable, ensuring calls continue to be handled appropriately.
To simplify knowledge management, authorised departmental users can now maintain AI Knowledge Sources without requiring full System Owner permissions.
Build Your Own AI Voice Applications
In addition to the built-in 3CX AI Agents, Update 10 provides two ways to build custom real-time voice applications.
AI Call Scripts
AI Call Scripts run directly on the 3CX Server and connect to supported OpenAI, Gemini and xAI real-time voice services. They can be used to create conversational workflows for phonebook searches, call transfers, voicemail handling, messaging and business-process automation.
Try an AI Call Script:
Programmable Extensions
3CX Programmable Extensions allow an externally hosted application to connect to a 3CX PBX and operate like a native extension. Applications can monitor, receive calls, stream audio in both directions and control call routing through the 3CX Call Control API.
View the 3CX GitHub Repository examples providing working applications for:
- OpenAI Realtime
- Google Gemini Live
- xAI Grok Voice Agent
- Alibaba Cloud Qwen Omni Realtime
Each example uses a single bidirectional real-time audio session. Speech recognition, reasoning and speech generation are handled by the selected AI provider, while 3CX continues to provide the telephony, call routing, extensions, SIP trunks and DIDs.
Get started: Build a Programmable Extension for 3CX
Calling & Web Client Updates
Users with multiple assigned DIDs can now choose which number to use when placing an outbound call from supported 3CX Apps. They can keep the system’s default outbound routing or select one of their assigned DIDs, allowing them to return a call using the same number the customer originally dialed. 3CX automatically routes the call through the associated SIP trunk and presents the selected DID as the outbound Caller ID.
The Web Client also gains instant ad-hoc audio conferencing together with a new Picture-in-Picture dialer, allowing users to keep call controls visible while working in other browser tabs or desktop applications.
Administration & Privacy
Administrative improvements include:
- A per-user option to prevent other participants from recording calls involving sensitive extensions.
- Separate permissions for reports and call recordings.
- Department-specific Music on Hold.
These additions provide administrators with greater flexibility while helping organizations better meet privacy and compliance requirements.
Integrations & Phone Provisioning
Update 10 expands integration capabilities across several areas.
SendGrid is now available as a predefined email provider.
A native Odoo CRM integration enables automatic caller identification, customer screen pop and communication journaling without requiring third-party middleware.
Administrators can also create, edit, export and switch custom IP phone templates while preserving existing extension assignments, routing configuration and BLF settings.
Licence Capacity Management
The PBX now displays the maximum number of extensions permitted by the licence, making it easier to manage system growth.
When the configured limit is reached, new users and imports are prevented, while the Admin Console displays a persistent warning until capacity is reduced or the licence is upgraded.
Previously announced restrictions for the 4SC Basic Free Hobby Edition also begin to take effect, starting with new IP phone configuration.
More Blogs & Technical Guides Coming Soon
Update 10 Alpha introduces many of the technologies that will shape future 3CX AI capabilities. Dedicated blogs and technical guides covering MCP, the new 3CX AI Server, Customer Service AI Agents, Programmable Extensions, AI Call Scripts and additional administration and integration improvements will follow over the coming weeks.
View the complete changelog for the full list of changes and fixes.
Get Started With Update 10 Alpha
To try V20 Update 10 Alpha, your 3CX system must first be running V20 Update 9.
- Log in to the Admin Console.
- Navigate to System > Updates.
- If you are not already running Update 9, install it first.
- Once Update 9 is installed, go to Updates, select Update 10 Alpha and click Download.
⚠ Important: Update 10 Alpha is intended for testing and evaluation only. It should not be installed on production systems.
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