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  1. BrunoI_3CX

    SMS & AI Agent issue

    Hello @TownTech In the mentioned scenario, since the behavior appears to be related to the variable being used, you can edit your AI Receptionist, navigate to the Agent Type tab, and customize the First Message entry to personalize the greeting by adding the name explicitly. For example...
  2. BrunoI_3CX

    SMS & AI Agent issue

    Hello @TownTech If your goal is to have inbound calls handled by the AI Receptionist while routing SMS to a user extension or queue, an alternative configuration would be to assign the main DID to a Digital Receptionist. From there, you can navigate to the 'Options' tab and configure the...
  3. BrunoI_3CX

    AI Agent to book appointments to Google Calendar using Zapier

    Hello @TownTech If you would prefer that the AI Receptionist does not mention the caller's phone number unless requested, you can customize the prompt by adding an instruction such as: Do not mention or read back the caller's phone number unless the caller explicitly asks you to verify it...
  4. BrunoI_3CX

    custom domain SSL cert changes

    Hello @Colorado VoIP Yes, it is possible to migrate a system to a 3CX FQDN. Kindly note that this requires deploying a new instance, as the FQDN is selected during the deployment process and cannot be modified afterwards. To proceed, you will first need to create a backup of your system...
  5. BrunoI_3CX

    SMS A2P 10DLC

    Hello @nathan0707 If you would like to continue using SMS within your system, we would recommend reviewing the list of supported providers for your country, since many supported providers offer the SMS capability: https://www.3cx.com/partners/sip-trunks/ Additionally, many providers support...
  6. BrunoI_3CX

    New trial - can't reset password

    Hello @snewman77 Since you mentioned that this is a Trial system, could you please confirm whether you have configured your own SMTP server for sending emails? We ask because Trial licenses do not have the 3CX SMTP service enabled by default. If you require the use of the 3CX SMTP service, we...
  7. BrunoI_3CX

    Queue Call Pickup – Listed as Abandoned

    Hello @mirjam.nz Could you please confirm whether the referenced call is being picked up by a user who is not logged in as an agent of the queue? Regarding your first question, the behavior may differ when a queue call is answered using the *20* call pickup feature rather than being answered...
  8. BrunoI_3CX

    Password Reset

    Hello @Faraz Since the password reset email cannot be sent due to the current Microsoft 365 email integration, the next step would be to open a support ticket with us. That way, you can include a recent backup of your system with the ticket, and we can then modify the backup to revert the...
  9. BrunoI_3CX

    Password Reset

    Hello @Scott EIT Based on the mentioned log entry, the password reset email is not reaching the sending stage. The error is being returned by the configured Microsoft 365 (Graph/OAuth) SMTP server when attempting to send the message. Please review the mailbox configured as the sender for the...
  10. BrunoI_3CX

    Password Reset

    As @bitn2 mentioned, if you have a backup of your system, you can identify the email address assigned to the System Owner within the backup files. Open the backup.zip file (do not extract it) using 7-Zip, then open the XML file with Notepad++. Locate the extension that has the system_owners...
  11. BrunoI_3CX

    Question on change subscription

    In this scenario, you may contact our Customer Service Team about your inquiry: https://www.3cx.com/company/contact/
  12. BrunoI_3CX

    Password Reset

    Hello @Scott EIT As a first step, please navigate to your system's FQDN login page and click 'Forgot password?'. Then, enter the email address assigned to the System Owner extension and click 'Reset password'. If you do not receive the password reset email, could you please confirm the...
  13. BrunoI_3CX

    Voicemail Breakout Message

    Hello telis, Kindly note that it is not possible to play an additional prompt specifically after a user's personal voicemail greeting. If you would like callers to be informed about this functionality, the recommendation is to include the instruction as part of the user's personal voicemail...
  14. BrunoI_3CX

    License Renewal for a Client

    In this scenario, you may contact our Customer Service Team about your inquiry: https://www.3cx.com/company/contact/
  15. BrunoI_3CX

    Solved Restoring Backup and License

    Hello @NJohnson You can certainly restore your backup to a secondary system for testing purposes, since it is possible to activate a second system using the same License Key and FQDN. However, only one system can be the active instance at a time. If the secondary system is brought online, the...
  16. BrunoI_3CX

    Accept Multiple Calls

    As @Alphabetic mentioned, the recommendation would be to use a Queue instead. Unlike a Ring Group, calls routed to a Queue can remain waiting until an agent becomes available to answer them. With a Ring Group, if no user is available to receive the call, the call will follow the configured...
  17. BrunoI_3CX

    Development Request User Status

    Hello @pse What you are describing is the correct behavior from the system's point of view. When a user has no registered endpoints, the system displays the user's status as Not Registered, indicating that the user is unavailable to receive calls regardless of their currently selected...
  18. BrunoI_3CX

    Minimum permissions reasonable to be able to build and manage an AI receptionist

    Hello Felicia King, At the moment, there is no dedicated permission or role that allows a user to manage only AI Receptionists. To manage AI Receptionists, the user must have access to the Integrations section, which is currently available only to users with the System Administrator or System...
  19. BrunoI_3CX

    Solved 3CX behind PFSense with HAProxy IP Blacklist Issues

    Could you please confirm whether the system is deployed behind a reverse proxy, with the mentioned HAProxy forwarding all HTTP/HTTPS traffic to the system? Additionally, could you confirm whether this behavior started after upgrading to Update 9, or was it also present in previous versions...
  20. BrunoI_3CX

    Extension Count

    Please note that the maximum Extension Count is part of the Fair Usage Policy (FUP) and is not merely a recommendation. Each license tier has a maximum supported number of users/extensions. Systems exceeding this limit are considered non-compliant with the FUP and are not eligible for technical...
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