Update 4 Beta: New Receptionist View & Status Scheduler

[Mercuris]

I'm hoping this is not removed from the management console, but copied to the Web Client & Desktop App, so that it will be available in all 3 places...

The feature has been completely removed from MC, and it's very bad news !
Now a manager can't control it

This is the first time that 3cx removes a feature from MC to keep it available to the end user ONLY
We are not very happy with that. most of the time a end user can't understand everything...

I'm happy to know that the V18 U 4 is still in BETA and may be the final release will be corrected

 

[tronic]

It has been MOVED -_- So did the Exceptions...

GUYS WE NEED THOSE IN THE ADMIN TOO!

Agree

We use the "Exceptions" feature heavily with dummy extensions to create custom routing based on custom timeframes (other than in/out of office times). As tought in the 3CX intermediate course and based on feedback on these forums.

Moving the configuration of these exceptions to the webclient of a dummy extension makes no sense.
Please keep it also available in the managament console.

@Nick Galea
We do the same thing, as I'm sure lots do. As this means, customers can easily change time rules in admin area without needing to complicate things with CFD. Also do this when the client has different area's that open and close at different times.
You send calls to dummy extension, then use Exceptions with Caller ID as * to time base the call to different areas.
See attached what has been removed from the user status area in admin console that we are talkign about.

 

[tronic]

@tronic - yes the startup mode is going to become public probably update 5. Its there already just needs a little more testing. I will get the parameter for you to enable it and look at it

Auto switch has to be configured from the office settings pages, but in the new update you will be able to enable the manager setting for group managers so you can delegate this to department heads.

We are not going to copy all settings to the management console, this will become more like a system admin console.....

Hi Nick,

I found the parameter, am i allowed to post it here?

 

[MidiTélécom]

We got contacts in the sidebar directly, now 3 mores updates to get it all as optional ! Let's gooo !




I'm agree with others, think that extension can do, should be accesible for admins too.
Like for dummy extension, we will be need to connect to the webclient for enable status scheduler ? Sadly a waste of time...

I don't see people talk about but this is the same thing with Click2Talk/Click2Meet.

 

[ENCOM-GEFFRAY]

Excellent news with great innovations. On the other hand there are strong functional regressions that we hope are only effects of the BETA and that will not disappear. For example the possibility for admins to forbid calls outside office hours, or the exceptions rules on transfer rules.
In general, the administrator should always be stronger than a regular user. In concrete terms, a user should not be able to apply configurations that the administrator cannot undo or modify.
@Nick Galea Please reassure us.

 

[N_G]

Guys its never coming back to the admin console. Its double work for us to have two web interfaces for all config features and we are not going to do it. So please drop that discussion.

However I did not say an admin can not do it, an admin can make changes from the webclient in the future..... Just doesnt need to login to the management console but in the webclient to do it.

Time rules will be powerful at departmental level.

@Osney Santos Chef - secretary such a feature will be possible in future versions after we update our call manager
@tronic yes go ahead and post it

 

[VoiceKing Support]

@Nick Galea

Isn't the whole point of a beta that we try it out and see if it works or not? And ofcourse if it doesn't work we report it? This decision to silence our concern about this change is ... worrying.

As an administrator it's our task to make sure everything is running correctly, also it's our task to support our clients when something goes wrong. The more options you push to the client the less tools we have to fix an issue.

I'm looking forward how we (admins) are going to support clients with multiple office hours (not just open of closed). Let's hope we don't have to make a dummy extension, send a welcome email, log into his webclient and change it there... (crazy how you think this is a good solution).

 

[Evolute IT]

Guys its never coming back to the admin console. Its double work for us to have two web interfaces for all config features and we are not going to do it. So please drop that discussion.

However I did not say an admin can not do it, an admin can make changes from the webclient in the future..... Just doesnt need to login to the management console but in the webclient to do it.

Here's two things:

First, as a programmer myself, I wonder why you guys don't have reusable components for the interface to prevent having to do it twice and still have it in a few places.

Second, how about this compromise: make an easy "Login to Webclient as user" in the console, so that when we need to do those changes, we don't have to get the welcome email just to get the Webclient password (since that one we cannot click an eye icon to see it.)

Otherwise, maybe the API will help, if it ever comes... I'm still waiting on that one lol

 

[jed]

Continue reading the Original Blog Post.

Great news with the Receptionist view, thank you @team 3CX​

In the 3CX Management, you can search for almost anything.
For the Client, it would be great with the same search capabilities when searching for a college.
And even more, there was added a Free text field on the user in 3CX. Eg department could be entered and thereby also be searchable information.

With the receptionist view, it would be great if you as an receptionist could:
Have the above search function with the ability to search for names, emails, numbers, free text field and not least rights groups.
And that Group/Department was added to the user, for the ease to find the right person (if e.g. you have 10 x Nick) and you need to select the right one when transfering a call.
If using o365, if you can see if a colleague is in a meeting, displaying blocks in a timeline will be plentiful, there need not to be full detail in relation to the calendar, only that you can see that eg Nicholas is busy until 11.30 and again between kl. 14.00-15.00


Another missing feature to the Receptionist wiew, a mail function with call information, and the ability to create a message template. So that you could write a predefined text, which must be sent by email.
Info to the Template
• Call information: Date, time and telephone number added from the actual call
• Message template: With fields for eg. Name, VAT, Subject ect.

We have customers that really is looking forward to make use of the new Receptionist wiew

Thank´s

 

[Glennonline]

We use the "Exceptions" feature heavily with dummy extensions to create custom routing based on custom timeframes (other than in/out of office times). As tought in the 3CX intermediate course and based on feedback on these forums.

Moving the configuration of these exceptions to the webclient of a dummy extension makes no sense.
Please keep it also available in the managament console.

We do the same thing and I think it indeed should be configurable from both the management console as the webclient.
I also don't get why this would be a problem, as so many things are already configurable both in the MMC as in the webclient.
Just to name a few;
forwarding rules for status, including exceptions
BLF
accept multiple calls
Greetings
Changing status

For me, it makes absolutely no sense that we won't be able to change that from the admin console as well. Anyone who deals with end users knows that they will one day play around with this feature, forget that they turned it on and then call IT to ask why they can't be reached on Tuesday afternoon..

To conclude, please display this configuration on both ends, I am 1000% sure many people will have trouble with this.
Just do it from the webclient, that would require the admin to create extension for himself just for this specific thing. I urge you, please reconsider.

 

[jed]

@Nick Galea
I just saw in your comment that you have plans for updating the call manager
Would it be possible that a lost Queue call is first counted when the agent is being pulled? We have issues where the call is counted as lost when the caller hang up during the Queue Prompt - but there is still sent a notification, about the lost call, even as no agents were being pulled.
Thank you.

 

[tronic]

The option in "Parameter Settings" you need to change for startup mode is;

 

[Glennonline]

The option in "Parameter Settings" you need to change is;
View attachment 30656

This will be very practical for cases where multiple companies are in a shared building and have a shared receptionist. If we could then collect call data from the API for billing that could really a game changer.
I can also see this as a solution for customers that are just to small for their own 3CX instance.

 

[Frederik Frydendal]

@Nick Galea
I just saw in your comment that you have plans for updating the call manager
Would it be possible that a lost Queue call is first counted when the agent is being pulled? We have issues where the call is counted as lost when the caller hang up during the Queue Prompt - but there is still sent a notification, about the lost call, even as no agents were being pulled.
Thank you.

Must have

 

[Frederik Frydendal]

Great news with the Receptionist view, thank you @team 3CX​

In the 3CX Management, you can search for almost anything.
For the Client, it would be great with the same search capabilities when searching for a college.
And even more, there was added a Free text field on the user in 3CX. Eg department could be entered and thereby also be searchable information.

With the receptionist view, it would be great if you as an receptionist could:
Have the above search function with the ability to search for names, emails, numbers, free text field and not least rights groups.
And that Group/Department was added to the user, for the ease to find the right person (if e.g. you have 10 x Nick) and you need to select the right one when transfering a call.
If using o365, if you can see if a colleague is in a meeting, displaying blocks in a timeline will be plentiful, there need not to be full detail in relation to the calendar, only that you can see that eg Nicholas is busy until 11.30 and again between kl. 14.00-15.00


Another missing feature to the Receptionist wiew, a mail function with call information, and the ability to create a message template. So that you could write a predefined text, which must be sent by email.
Info to the Template
• Call information: Date, time and telephone number added from the actual call
• Message template: With fields for eg. Name, VAT, Subject ect.

We have customers that really is looking forward to make use of the new Receptionist wiew

Thank´s

very important receptionist functions

 

[tronic]

The option in "Parameter Settings" you need to change is;
View attachment 30656

I suggest everyone with concerns have a play with the beta and the parameter option required. After having a play this afternoon, most of my concerns and questions are answered.

If it's not possible to have access to program the startup features from the admin console, a way to access the receptionist users "office settings" though a button would work. So on the user page you can see the receptionist/manager users, you can then click a button next to it that would open the web client as that user.

 

[dkeethler]

It has been MOVED -_- So did the Exceptions...

GUYS WE NEED THOSE IN THE ADMIN TOO!

Wait, they removed the Exceptions from extensions' settings in the management console?!

 

[Glennonline]

Wait, they removed the Exceptions from extensions' settings in the management console?!

https://www.3cx.com/community/threa...nist-view-status-scheduler.114872/post-532244

We need to drop the discussion Keethler..

 

[ENCOM-GEFFRAY]

Guys its never coming back to the admin console. Its double work for us to have two web interfaces for all config features and we are not going to do it. So please drop that discussion.

However I did not say an admin can not do it, an admin can make changes from the webclient in the future..... Just doesnt need to login to the management console but in the webclient to do it.

Time rules will be powerful at departmental level.

@Osney Santos Chef - secretary such a feature will be possible in future versions after we update our call manager
@tronic yes go ahead and post it

@Nick Galea
Thank you Nick for these answers.
But what about the missing features like the exception rules or the out-of-hours call ban, both of which were used a lot.

Regarding exception rules many partners use them with virtual extensions (not assigned to an end user) to make time routing or filtering policies. If tomorrow we don't have access to them, it will be very complicated and will bring thousands of users to a standstill in our case.

 

[N_G]

@ENCOM-GEFFRAY So each and every of your users has their own extension level, time based exception rules, based on caller ID? In office hours or outside office hours? Really? It just seems very unlikely. A few might be using it yes... Please give me some use cases.....

The group level settings allow you to make rules per group of users, rather than per extension