Everything you need to know to prep for V20.

V20 is a big upgrade with important architectural changes, so moving up from v18 to v20 requires some preparation and work. We have put together this checklist to ensure your upgrade is as smooth as reasonably possible. We also added in FAQs.

With V20 Update 6 already out, and Update 7 coming soon, now it’s time to make the move if you haven’t already.

You can fire up a hosted/self-hosted/local install trial to play with V20 and check your configuration before you hit the upgrade button - use it!

Step 1 - Assign a System Owner

  • This System Owner account will be used to log in to the Admin Console!
  • Ensure the System Owner extension has an email assigned to it
  • Email must not be in use in other extensions
  • Read How to Assign your 3CX System Owner 

Step 2 - Check System & Network requirements

  • Self-hosted - Make sure you have at least 2 GB of RAM and 2 vCPU
  • 3CX v20 is tested on supported cloud providers ONLY
  • On Premise - check you have Split DNS configured
  • Read how to configure Split DNS

Step 3 - Move Queues/IVR/RG to departments

  • Move your Queues, IVR & Ring Groups to the correct department
  • If you don’t want to use departments, copy them to the DEFAULT department

Step 4 - Setup your department office hours

  • Old global office hours (including holidays and break times) are copied to EACH department
  • Configure your office hours & holidays  for each department
  • Specify the destination for in-office / out-of-office / break for each of your system extensions (Remember the hours of the department will now apply, not the global office hours)
  • Read Configure your Office Hours
  • All Calls will be received as in-office until you configure it!

Step 5 - Check your rights

  • You cannot customize roles in v20
  • All rights will be reset to the defaults for the role assigned to the user
  • Read User access roles explained

Step 6 - Set call visibility

  • Users will see calls in their department only
  • You can give them visibility to calls of other departments by going to the user node in the Admin Console, selecting the User and then “View” and selecting which department(s) they can see.

Step 7 - Check out our new Windows Softphone

  • New Windows Softphone replaces Desktop App (aka Electron App)
  • Can already be deployed with v18
  • Download it from the Windows Store here
  • Alternatively, use PWA (Native Web App for Chrome / Edge)

Step 8 - Read the Blogs for V20

  • Check all the new features that have been added to V20 since its initial release

How do I edit/create caller ID inbound rules in v20?

  • Caller ID rules moved to System > Caller ID
  • Take precedence over DID rules

Where did inbound rules go?

  • Inbound rules are now configured at the endpoint level, you specify the DID for the extension
  • Caller ID rules are configured in System > Caller ID

How long will V18 remain available?

  • We do not have a hard date for its retirement
  • Depends on the availability of libraries, APIs etc, used in V18
  • Depends on any security issues that might be found in Debian 10, Console, Libraries or APIs
  • Runs on Debian 10, which is EOL
  • APIs that we know will be, or already have been retired
  • Google Transcription v1 API January / February
  • Google PUSH API v1 - June / July
  • Try to move ASAP

What will happen to the Desktop Electron App?

  • The Desktop App (Electron App) can connect to V20, but the connection will stop at some point
  • You will need to then uninstall the Electron app

See Also

How to Upgrade to V20

Stay Informed

Keep an eye out on the 3CX Forum for the latest developments. Follow our X and LinkedIn pages to stay up-to-date on any news.

Sign up for our upcoming V20 webinars on how to use V20 features. We’ll be scheduling more soon - check back if you can’t get a spot.

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