3CX Roadmap & V18 alpha - Connecting Customers!

[KjetilSorby]

Can we expect Norwegian voicepromt set in the V18?

 

[N_G]

All these need to go into the ideas forum please.

 

[savvas]

The Bandwith.com sms integration would be an absolutely appreciated addition.

 

[strelok89]

@strelok89 thanks for the headsup! Unfortunately whatsapp is very complicated. Each company has to get approved by whatsapp which is a complicated process and its very expensive (pay per message). Its better to tell customers to direct customers to livechat or facebook or sms.....

and yet our customers want to see what'sapp

you can use Twilio WhatsApp Business API | Start sending messages today
for example as integrated service for whatsapp same as twilio use as sms

 

[N_G]

Then maybe you should explain the issue to the customer. Yes we have read the promotional text on the twilio pages too. And no, its not as easy as you think if you would have delved deeper. Maybe it will change in the coming year and if so ofcourse we will add whatsapp.

 

[JSlow]

I wanted to post this in ideas but I guess I can't. But if Plivo could be put on the supported carrier list for SMS messages that would be super rad.

 

[Steven Vu]

I have an ENT license I think. We were going to switch from 3cx to something like JustCall or AirCall, mainly because they integrate better with ticketing software and have a Rest API for our CRM.

The Rest API is why we're staying. The ticketing is an added bonus. You're dogfooding it as you need a piece of ticketing software internally. I don't understand why anyone would be against you offering it, providing there is an option to turn it off. I get that it feels like a lack of focus, but you'd be developing the feature for use internally anyway. Very happy.

 

[boris.minakov.gocloud]

Dear 3CX, thank you for valuable update. Can we please ask, if there is a Road Map to add customer service rating feature?
Lets say, after a call, system to automatically call back to a client and ask to rate service for example from 1 to 5... After save result as a report
Many clients are asking such feature out of a box

Thanks

 

[Evolute IT]

Dear 3CX, thank you for valuable update. Can we please ask, if there is a Road Map to add customer service rating feature?
Lets say, after a call, system to automatically call back to a client and ask to rate service for example from 1 to 5... After save result as a report
Many clients are asking such feature out of a box

Thanks

You can do that with a 2 CFDs:

1. One takes the original call before sending to queue, add that to a db or file, then transfer to the intended extension.
2. The second one is a dialer that takes those numbers and calls them to do the survey. You could even make it optional with a menu and conditions in the first one.

 

[Apollo Networks]

Looking forward to the release! Looks awesome!

 

[N_G]

@Steven Vu - Thanks for the heads up. Yes REST API is coming. Although you can already integrate with CRM and helpdesk today with our API which utilizes the CRM Rest API. Have you looked at our REST API?

Re ticketing, we are bundling a ticketing system that is almost made for 3CX and can happily run on the same instance. It will be an optional install. All 3CX is doing is writing integration for it and open sourcing this integration for use by other ticketing vendors if they wish.

@boris.minakov.gocloud Good point and yes this is on the roadmap for live chat! We are working on adding this in the coming months... For call back of customers - interesting but right now a CFD would be the way to go for this.....

 

[supersonicwaffle]

That helpdesk thing smeels an awful lot like Zammad

and man do I like that smell

Especially with both solutions having Microsoft OAuth SSO this integrates so nicely

EDIT: Considering a REST API is on the way, I take it we might see 3CX website chat integration?

 

[SweetAction]

That helpdesk thing smeels an awful lot like Zammad

and man do I like that smell

<snip>

A few pages earlier in this thread...

I'm guessing Zammad (https://zammad.org/)

@SweetAction
I had seen zammad mentioned for integration before and believe I saw mention that 3CX already use it, just was not sure that was what Nick was referring to or if there was another product he had in mind.

@SweetAction a pretty good guess but give us until january / february

 

[N_G]

Happy new year to all! The way ticketing integration will work is that you can use 3CX Live chat as usual, but you will be able to escalate a chat to the ticketing system. The same you can do for a call or an SMS. You can also use the live chat of the ticketing instead if you wish, but this would then bypass the chat functionality of 3CX....

 

[strelok89]

Happy new year to all! The way ticketing integration will work is that you can use 3CX Live chat as usual, but you will be able to escalate a chat to the ticketing system. The same you can do for a call or an SMS. You can also use the live chat of the ticketing instead if you wish, but this would then bypass the chat functionality of 3CX....

no contact lookup same as freshdesk?

 

[N_G]

Yes contacts and users will be synced

 

[strelok89]

Yes contacts and users will be synced

is it already in the repos? i want to try the alpha already

 

[SweetAction]

is it already in the repos? i want to try the alpha already

Based on the below (and also based on my demo system which is running the Alpha and doesn't seem to have it), it's likely to be in the next release/update.

But being software development, don't count on it. Dates get pushed all the time.

@SweetAction a pretty good guess but give us until january / february

 

[sdg]

Nice feature list !

Are there any plans to add functionality or extended configuration for extension groups?

Currently there are very few options or ways to configure which extension group can see another extension group, more features or ways to configure visibility between groups would be very welcome.

 

[Thomas Gangolf]

Definitely need a sms provider which supports german did numbers.

None of the three providers in the current version supports german did sms numbers.