3CX Live Chat Now with Instant Live Calling

[Constantinos Constantinou]

Following the release of v18, we have also updated 3CX Live Chat! With this update, website visitors can choose to start a Live Call from the get-go and administrators can track visitor interactions with Google Analytics.

Instant Live Call​

Some customer problems or queries are best resolved via voice. The minimized chat bubble ...

Continue reading the Original Blog Post.

 

[Phone systems NZ]

Nice upgrade, I really like the option to call without even having to enter the chat

But has anyone else found that the time profiles that you can set in wordpress are no longer working or is that just my system? (or a glitch from New Zealand going to daylight savings on Sunday)
Works fine if i turn the time profiles off but when i turn them back on it goes to the "we are away" state.

 

[end_user]

Nice upgrade, I really like the option to call without even having to enter the chat

But has anyone else found that the time profiles that you can set in wordpress are no longer working or is that just my system? (or a glitch from New Zealand going to daylight savings on Sunday)
Works fine if i turn the time profiles off but when i turn them back on it goes to the "we are away" state.

Yep, I have the same issue after the upgrade. If I untick the option 'configure the times that chat should be available' it works as it should but when activating that option and setting any time profiles (including 00.01 to 23:59) it always says 'we are away'. I've uninstalled and reinstalled the plugin (on my test website to see if it made a difference) and the behaviour is unchanged, a bug in the latest version perhps?

 

[VasilisP_3CX]

Hi,
please check the following

1. Under the table for the operating hours settings there is the WordPress Time. Please check that the configuration is in respect of that time.
2. If you are using some cache plugin please add an exception for the file {WORDPRESS_URL}/wp-content/wplc_data/check.js
3. If you are using some cache plugin each settings change will be populated on the second load of the page.

If the problem persists please provide us screenshots which will include the machine time from the pages below

1. operating hours settings page with your operating times configuration
2. Website front when on error state ( meaning that the chat bubble will not be loaded)

 

[Phone systems NZ]

Hi,
please check the following

1. Under the table for the operating hours settings there is the WordPress Time. Please check that the configuration is in respect of that time.
2. If you are using some cache plugin please add an exception for the file {WORDPRESS_URL}/wp-content/wplc_data/check.js
3. If you are using some cache plugin each settings change will be populated on the second load of the page.

If the problem persists please provide us screenshots which will include the machine time from the pages below

1. operating hours settings page with your operating times configuration
2. Website front when on error state ( meaning that the chat bubble will not be loaded)

1. Wordpress website time is correct
2. I disabled all cache plugin's - No Change
3. Did multiple hard reloads of page - No Change

I then turned off the time profiles again which seems to be the only way to get it working.
3cx build version number: 18.0.214 and build 18.0.226 as i just upgraded and tested again.

 

[end_user]

1. Wordpress website time is correct
2. I disabled all cache plugin's - No Change
3. Did multiple hard reloads of page - No Change

I then turned off the time profiles again which seems to be the only way to get it working.
3cx build version number: 18.0.214 and build 18.0.226 as i just upgraded and tested again.

View attachment 24823

View attachment 24824

Similar story here, Website time is correct. I can't exclude the suggested file from caching (on a managed wordpress setup hosted by GoDaddy - I can apparently disable their cache entirely or leave it on, but there's no ability to exclude individual files). Flushing the cache multiple times seems to have no effect when the time profiles are set (ie always appears offline) but when deactivating time profiles and flushing cache, chat appears online. on V18 build 1880.
As a side point - toggling the DND/Available status on the Windows client does have an immediate effect - ie set DND and refresh browser, chat goes offline, set status to Available and refresh browser (not clearing cache on website) and the chat comes online again... so a possible work around for me at the moment is to use the Windows client status changes to manipulate the chat agent availability (ie set DND at the end of the business day to force chat offline overnight...)
Given the status changes seem to work as intended with the caching intact, is it possible to fix the chat client to react to the time profile settings in the same manner - ie work with caching enabled?

 

[Constantinos Constantinou]

@Phone systems NZ , @end_user

We are checking the problem. I will get in touch with you via PM to collect more information.

Thank you for providing feedback in regards to this problem.

 

[N_G]

To be clear users and partners should move away from using Jabra devices. new models will not be supported. We are tired of having to do the dirty work and compatibility testing for Jabra. Some support for legacy models we will provide but going forward we are not going to support new Jabra models.

Manufacturers are required to do their own compatibility testing and SDK updates for new versions. This is the best way for customers to be assured that their devices remain compatible. Over the years this has been a recurring issue with both Plantronics and Jabra which is why we are promoting Yealink. No other reason then that. If you are gonna make $200 per dektop for each headset at least take the time to test and support the device on the platforms you want to work with.

 

[Sai_Subramanian]

Any possibility of connecting dialogflow to chat soon so that we can create chatbots for off hours?

 

[N_G]

@Sai_Subramanian This is definitely an area we are looking into and compatible with the direction of 3CX

 

[Sai_Subramanian]

Thanks Nick, that would be great. Do you have an ETA for the same? Just trying to figure out whether we have to use a different chat program for a while to use our chatbots or if the feature will arrive soon enough that we can wait and continue with the 3CX live chat that we have right now. Our team likes everything about it except the lack of chatbot integration

 

[N_G]

I dont have a time frame unfortunately.... its not round the corner or something, just part of our direction and strategy

 

[Sai_Subramanian]

Ok No problem. Thanks for the headsup

 

[Evolute IT]

I dont have a time frame unfortunately.... its not round the corner or something, just part of our direction and strategy

Kinda like the IVR-thing for live chat? I've heard that in your v18 presentation video. As well as Apple Business Message, What'sApp and probably more

 

[N_G]

@Frederick Marcoux the ivr thing will be built in and easier to configure and setup. But there is also dialogflow which allows more powerful scripting etc and this will be integratable as well

 

[Evolute IT]

@Frederick Marcoux the ivr thing will be built in and easier to configure and setup. But there is also dialogflow which allows more powerful scripting etc and this will be integratable as well

Hopefully the Simple IVR will be available soon! That would let us bypass Hubspot chat!

As for DialogFlow.... oh man, I can't wait to have some fun with that! Sign me up for the pre-Alpha lol

 

[N_G]

@Frederick Marcoux Thanks for the heads up! Yes the IVR will be soon Re Dialogflow we can give you a sneak peek when we are further along the process of course!!!

 

[zirc75]

Hi guys,
I tried a custom integration to test the call button, replacing the internal IP of my 3CX with external FQDN.
When I click the call button 3CX routes the call correctly and agent hears my voice perfectly, but I can't hear him.
Is there a particular port I need to open on the firewall?

Thanks

 

[NickD_3CX]

Hi guys,
I tried a custom integration to test the call button, replacing the internal IP of my 3CX with external FQDN.
When I click the call button 3CX routes the call correctly and agent hears my voice perfectly, but I can't hear him.
Is there a particular port I need to open on the firewall?

Thanks

Make sure you run the Firewall Checker from the Dashboard --> Firewall.
I suspect the ports for Audio/RTP aren't open which are 9000-10999 UDP, but the Firewall Checker will tell you.