Learn how to write effective prompts, avoid common mistakes and optimize your AI Agent for real conversations. In Part 1, we looked at the fundamentals of prompt engineering: writing instructions instead of prose, removing unnecessary definitions, avoiding contradictions and keeping prompts concise. In this blog, we'll go beyond prompt structure and focus on how AI models act [...]
Your AI Agent doesn't need a manifesto. It needs a tight, unambiguous spec. Here's how to write one. We recently rewrote our AI Receptionist's system prompt. The previous version was 450 lines long, beautifully structured, full of carefully reasoned policy - and it was eating so much of the context window that the agent had less room to actually listen to the caller! To help [...]
New transcription engine, leaner AI agents and more admin control. Following on from the successful ALPHA release, V20 Update 9 BETA introduces a major new addition to 3CX AI capabilities - Grok (xAI). This integration brings a fast, simple and cost-effective option for transcription, summaries and sentiment analysis. Alongside this, we’ve made further improvements to AI agents [...]
Talk to your call center data - no SQL, no dashboards, just questions. While Large Language Models excel at reasoning and summarization, they deliver real business value only when connected to structured, governed enterprise data. In this post, we demonstrate how a Google Agent built with the Agent Development Kit (ADK) and Gemini can query 3CX Call Detail Records (CDRs) stored [...]
Sofia Neroda, Partner Development Manager at Grafana Labs, co-authored this post. 3CX provides a robust, flexible IP PBX platform used by organizations of all sizes to power their contact centers. It offers detailed call activity, agent performance metrics, and operational insights — all of which become even more powerful when visualized. To that end, we are delighted to introd [...]
Auto IP Phone provisioning and timing info for call transcripts in stereo mode. Following the successful ALPHA, BETA and BETA 2 releases, we are now releasing a Release Candidate for V20 Update 8. This RC focuses on improving IP phone provisioning and making AI-generated call transcripts easier to follow, building on the features introduced in earlier releases with who said wha [...]
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 [...]
Improving routing and introducing shared voicemail. Update 8 is all about AI! With the recent ALPHA release we formally launched our AI chapter complementing our existing AI capabilities, including the AI Receptionist. The BETA now builds on that foundation with AI Call Screening across all apps, new Boss-Secretary call handling and further AI Receptionist improvements. Along w [...]
The full recording is now available on the 3CX YouTube channel. The webinars once again saw strong participation, with hundreds of partners, admins, and users attending across different regions! This latest round of 3CX webinars focused on the final release of Version 20 Update 6 and the new Grafana integration. Led by our community and product managers, the session covered key [...]
Redesigned CDR logging brings more powerful reporting. The CDR system has been rewritten to improve data handling and support larger deployments. The new design simplifies the internal table structure, reduces database load and allows direct integration with external storage and analytics tools. It provides a foundation for managing and analyzing large call datasets without add [...]
