SMS f/ Windows Client vs. Chrome Extension

[[email protected]]

Good Morning All:

This may have been addressed in another forum post, but great Googly has not yielded a lot of insight. When 3CX launched the SMS integration, I was 100% on Windows client apps. Because the Windows client did not support the SMS messaging, I switched all of my users to the Chrome extension. Fast forward to now, and I understand that for v18 we are all moving back to the Windows app. But the current download version does not support SMS, as before.

I'd like to get my users re-acclimated to the Windows app prior to updating to v18 and ahead of the v18 for Windows release, as I believe it will be a substantial adjustment. Am I missing something? I am on-prem, and am just trying to move this forward while generating the fewest possible number of end user issues.

Thanks in advance. I am 16.0.8.9 Enterprise. On prem. Using Telnyx as provider. Softphones (either Windows or Chrome are installed just to enable SMS capability for users), using all Fanvil x5u.

Mainly looking for suggestions from some of you who have more experience in deployments on v18.

 

[Evolute IT]

Good Morning All:

This may have been addressed in another forum post, but great Googly has not yielded a lot of insight. When 3CX launched the SMS integration, I was 100% on Windows client apps. Because the Windows client did not support the SMS messaging, I switched all of my users to the Chrome extension. Fast forward to now, and I understand that for v18 we are all moving back to the Windows app. But the current download version does not support SMS, as before.

I'd like to get my users re-acclimated to the Windows app prior to updating to v18 and ahead of the v18 for Windows release, as I believe it will be a substantial adjustment. Am I missing something? I am on-prem, and am just trying to move this forward while generating the fewest possible number of end user issues.

Thanks in advance. I am 16.0.8.9 Enterprise. On prem. Using Telnyx as provider. Softphones (either Windows or Chrome are installed just to enable SMS capability for users), using all Fanvil x5u.

Mainly looking for suggestions from some of you who have more experience in deployments on v18.

The new DesktopApp DOES support SMS? Check your configs.

It's under Chat > + > New SMS.

 

[SweetAction]

The Windows App (App for Windows) and the Desktop App are 2 different programs.

One is the old version you saw years ago. One is the webclient in a wrapper and brand new to v18.

If they know the webclient they will know the Desktop App.

 

[[email protected]]

There was a GIANT learning curve for my company moving from the Windows client to the Chrome extension. I feel like based on what I've seen and read from end users on the forums, there will be a similar curve migrating back.

But the short answer to my post is:

1. On PBX v16, you need to use the WebClient in order to use SMS Integration.
2. On PBX v18, you need to use the Desktop App in order to use SMS Integration.
3. You cannot deploy one ahead of the other, and if you are unable to run a test environment or risk upgrading a production server to a Beta, then you need to wait until Release before considering an upgrade from v16 to v18.

I would just like to say that this is confusing. Not factoring the current lag in between the Linux and Windows releases, the communication from 3CX really could have been better, in my opinion. In order to deploy SMS in v16, I had to move all my users from the Windows app to the Chrome extension. Now to move to v18, I have to move everyone back to a Windows app.

This thread can be closed as answered.

 

[Evolute IT]

1. On PBX v16, you need to use the Chrome extension in order to use SMS Integration.
2. On PBX v18, you need to use the Desktop App in order to use SMS Integration.

1. False. The Chrome extension just makes calling easier. The actual interface is the Webclient which drives the extension. SMS IS in the Webclient since it existed.

2. False. Once again, the feature isn't limited to the app. It works on the Webclient as well as mobile apps.

As for the learning curve, I understand it is a bit sad. But rejoice on this: they already use the Webclient without knowing it, so using the new desktop app instead of the extension isn't gonna mess them up. Moreover, the desktop app dialer actually looks like the Chrome extension but with BLFs. Upgrading is simple, and they shouldn't have too much problem using the new versions.

As for the reasons: the initial move to a a Chrome ext was to make the experience better and more integrated since otherwise, you'd have to always have the Webclient opened or use the Windows client. However, after a year or so, they realized that Chrome exts were actually very limited in terms of functionality possibilities. Therefore, they decided to do like Teams, VSCode and many more, and build a Electron-based Desktop App, which is basically the Webclient in a standalone app and with better system integrations. It also opens more possibilities for further integrations like opening an app or TAPI. So, while I understand the frustration, please know that they did this so it's better for the customer and us (as partners) who support those customers.

Tidbit: the new desktop app also updates in a similar way as the Windows client. So, updating between versions is super seemless and takes 5sec to restart the app after it self-updates in the background.

 

[[email protected]]

1. False. The Chrome extension just makes calling easier. The actual interface is the Webclient which drives the extension. SMS IS in the Webclient since it existed.

2. False. Once again, the feature isn't limited to the app. It works on the Webclient as well as mobile apps.

As for the learning curve, I understand it is a bit sad. But rejoice on this: they already use the Webclient without knowing it, so using the new desktop app instead of the extension isn't gonna mess them up. Moreover, the desktop app dialer actually looks like the Chrome extension but with BLFs. Upgrading is simple, and they shouldn't have too much problem using the new versions.

As for the reasons: the initial move to a a Chrome ext was to make the experience better and more integrated since otherwise, you'd have to always have the Webclient opened or use the Windows client. However, after a year or so, they realized that Chrome exts were actually very limited in terms of functionality possibilities. Therefore, they decided to do like Teams, VSCode and many more, and build a Electron-based Desktop App, which is basically the Webclient in a standalone app and with better system integrations. It also opens more possibilities for further integrations like opening an app or TAPI. So, while I understand the frustration, please know that they did this so it's better for the customer and us (as partners) who support those customers.

Tidbit: the new desktop app also updates in a similar way as the Windows client. So, updating between versions is super seemless and takes 5sec to restart the app after it self-updates in the background.

1. We do not use the Chrome Extension for dialing. The only functionality of the Webclient in my environment was for SMS. SMS Integration was the only reason I switched to it from the Windows app.

2. The mobile app is useless to me, as my users are at their desks or counters with desk phones. So yes, in my case, it is extremely limited.

In terms of functionality, I would change PBX's before I rollback SMS integration. It's a deal breaker for me at this point.

What this feels like is that SMS Integration was half-baked when it went live, and now we've totally changed directions. That's fine. That's within the developers' purview; however, there is a real cost to making substantial changes to end user experiences (within a calendar year)-- mainly in productivity, but also still substantially in the amount of time it takes me to remove the webclient and chrome extensions; deploy the 3CX update and then re-install the new shiny Windows app at each station.

And in all of this, it's fine. I'm not new to the 3CX. I have been here since v11. But I think the communication has not been great on this.

I appreciate both of your replies, regardless.

 

[Evolute IT]

I would disagree with your characterization of either of these as false.

1. We do not use the Chrome Extension for dialing. The only functionality of the Webclient in my environment was for SMS. SMS Integration was the only reason I switched to it from the Windows app.

2. The mobile app is useless to me, as my users are at their desks or counters with desk phones. So yes, in my case, it is extremely limited.

In terms of functionality, I would change PBX's before I rollback SMS integration. It's a deal breaker for me at this point.

What this feels like is that SMS Integration was half-baked when it went live, and now we've totally changed directions. That's fine. That's within the developers' purview; however, there is a real cost to making substantial changes to end user experiences (within a calendar year)-- mainly in productivity, but also still substantially in the amount of time it takes me to remove the webclient and chrome extensions; deploy the 3CX update and then re-install the new shiny Windows app at each station.

And in all of this, it's fine. I'm not new to the 3CX. I have been here since v11. But I think the communication has not been great on this.

I don't think you get my point: the "Chrome extension" is just a dialer with a Chat button that opens the Webclient. That same Webclient you speak of that has SMS still has it in v18. The new desktop app is just a standalone version of the Webclient.

It would in no way affect your users. For deployment, it can be done through GPOs and RMMs easily. https://www.3cx.com/docs/desktop-app-gpo/

Before continuing to blame 3CX, I strongly suggest you try it out.

 

[[email protected]]

I don't think you get my point: the "Chrome extension" is just a dialer with a Chat button that opens the Webclient. That same Webclient you speak of that has SMS still has it in v18. The new desktop app is just a standalone version of the Webclient.

It would in no way affect your users. For deployment, it can be done through GPOs and RMMs easily. https://www.3cx.com/docs/desktop-app-gpo/

Before continuing to blame 3CX, I strongly suggest you try it out.

The feedback I have read for the v18 webclient on the forums has been mixed. It's obviously not identical based on screen shots that I have seen. And posts I have read have complained that the layout and placement is substantially different enough to be causing issues for users. This may not be what you or your clients have experienced, but it's been enough since the beta that even I have seen posts about it.

I think it's easy to be capricious about significant changes to infrastructure when you have an legion of IT pros to help you. I picked 3CX out and bought it specifically because it was a Windows based PBX and so that I could manage it effectively on my own, as a small business owner.

And this is not blaming 3CX for a misconfiguration-- they literally have flip-flopped which way SMS Integration works now twice in the same year. I followed the guide. I did my part. Now I get to undo it and do it again. I would love to try it, but based on this and the lag for an actual Windows RC, that just isn't practical.

Not everyone is able to effectively use GPO's. As a rule, I do not deploy software this way, as it's difficult for me to undo. (I still have a Windows SBS 2008 Extension object from a server that's been offline since 2011 that no MCSE has ever been able to locate yet.)

The developers are free to change anything they would like. They certainly don't answer to me. But, again, this is my experience with v18. I just don't feel rosy about this deprecation despite the promised improvements.

All of this is moot anyway. I can't deploy the Windows beta to my production environment. I'm not deploying a cloud instance for testing to one extension. I can't update the Desktop App until I update the PBX to v18. And I can't roll back to the current Windows release app because it doesn't support SMS Integration.

I will just wait until we get a SP or two under our belts for v18, and then I will consider an update.

 

[NickD_3CX]

Hi @[email protected] ,

With V18 U1, a Windows version will be available and U1 is just around the corner, so watch your blog and forums in the coming days.