Need to do major system changes prior to officially upgrading from V18 to V20

[RCCradio]

So I've been hesitant on doing the upgrade to V20, and glad I have been.
My system, on-premise, needs to be completely started from scratch for the upgrade to V20, due to numerous changes that won't convert over. I was not the one to initially set-up the system, but have been managing it for a few years now.

Below are the thing I have to do:
1. I have to increase the extension length from 3 to 4-5 digits. I know this can't be done, except at the initial set-up of the system, or is there a way in the back-up to change it during a restore?
2. We have been using the email spot to send sms messages with voicemail transcripts, but some numbers still have multiple addresses in the field, so have to break these out to possible ring groups.
2a. If a ring group is called will all the extension in the ring group get the voicemail transcript? For the ones that I've added, I built a custom CFD script to transcribe voice input, but the audio isn't saved any where, and if the caller doesn't hit the "#" key it doesn't transcribe. My work will not spend the money on the VOIPtools, as the function I need to perform can be built with CFD for free.
2b. If not I would need to build CFD scripts for every extension, about 100 of them.

Is there a way to do this without having to update my current system, so I can have a quick transition to V20. My work is an answering company for other business, during their closed times, as well as just during the day, so the system can't really be down for any length of time.

 

[VoIPTools]

1. To change the extension length the ONLY OPTION is to rebuild the phone system from scratch. You can export/import extension lists to reduce some of the labor, but you will have to rebuild the server.
   
   
2. The issue is that 3CX requires EVERY extension have a unique email address. However, It would be fairly straightforward to maintain an external list tied to an extension number.
   
   
3. My assumption is that everyone would get the transcript, but I have not confirmed. But, for argument sake, let's say they do NOT get a transcription, it could be handled with a custom solution.
   
   
4. I guess you have to consider what it costs the company to have you build and maintain a solution, vs purchasing VoIPTools. And what happens to the company when you, like your predecessor, move on to another opportunity?
   
   
5. I encourage you to take a look at our new 3CX Recording Manager. We have built in a ton of AI functionality into this version, and we are in the process of adding the same functionality in our 3CX Voicemail Manager. In your case, you may want to look more closely at our enhanced Group Voicemail functionality that not only emails all the members of the group, but also turns on the MWI for everyone in the group, and if one person listens to the voicemail, the MWI is turned off for everyone else.
   

 

[SteveITS]

Extension numbers are set during install. You'll need to start from scratch.

For RGs email notification is sent to each member. With voicemails attached. I haven't set up a RG specifically with transcription but I'd expect it works the same.

 

[RCCradio]

Thanks everyone.
VoiPtools,

I should clarify, the system was set-up by a 3CX partner, who we have since cut ties with, as they were not very good. Took 3 years to get our phone system converted to VOIP.

I learned from previous jobs, to document everything, so when I do leave it's an easy transition, even if it's a quick leave for me.

My biggest concern with all of this is being able to minimize system downtime, during the upgrade. Can I install V20 in a VM, without affecting my current system? This way I can make the changes, then apply my license and have it transition.

 

[SteveITS]

One option is to get a 4 SC license and use that as a temp key to set up the new system. You'd need a new FQDN though if the old one points to the old server.

 

[RCCradio]

OK, did a test and the ring group does send the email to every user/extension in the group. But I can't get it to send a email-to-text, at least for AT&T. I think it has to do with sending the audio file attached to the email. I just need the transcription, which is what I currently use.

 

[SteveITS]

AFAIK voicemail emails to a ring group always include the attachment, because there's no way to log in to hear it otherwise. Could an option be sending the call to a specific extension voicemail, that has a distribution list as its email?

 

[RCCradio]

Almost all of the extensions have it set for email-to-text, so the customer gets a text with the transcription. They don't have emails set, and most use a non-smart flip phone, so they can pass it to who ever is on-call. Or they have multiple phones get the text message.
Looks like I am going to have to use CFD to do this.
Finally figured out how to get it to transcribe audio without hitting a DTMF as well. This actually helps with a lot of this, and now I may not have to do a rebuild of the system. For the CFD app, I actually use a text messaging service, Clicksend. to send the texts. I built a CFD app that uses the ClickSend API to send the messages, and I can add however many numbers I need to it.
Now I just need to get CFD to read a file with the numbers in it, so I don't have to rebuild the CFD each time a customer changes a number.

Thanks everyone, you're input helped me to work thru it.

 

[RCCradio]

Last update. i got the CFD to read the text file with the phone numbers, and send the transcription to all numbers in the file. So everything is working now.

 

[VoIPTools]

Just be aware that you will have to update your CFD project when migrating 3CX to V20