V16, Update 7 Alpha Sports FB & SMS Business Messaging and Live Chat Improvements

[Evolute IT]

If you call a local number in Canada does the CNAM show up? (if that users pays for CNAM dips) If you want to DM me I can do a lookup on some caller IDs you have in question.

Local landline and even a few mobile carriers show the CNAME. The one that I send from the RPID->Display Name (for my provider). If I change it, I see the new one instantaneously on the next call.

There's no real database for Canadian numbers (except when using a US provider.)

 

[FridayIT]

Local landline and even a few mobile carriers show the CNAME. The one that I send from the RPID->Display Name (for my provider). If I change it, I see the new one instantaneously on the next call.

There's no real database for Canadian numbers (except when using a US provider.)

Frederick is correct, with cname in Canada since there doesn't tend to be a central DB, I've noticed that it tends to pull from either the address book of the device, and if that fails, then it will accept whatever is entered in the sip.

For some providers they let us set it up on the provider side. but this tends to only be for certain DID numbers and isn't consistent (for example, on rogers SIP you cant do it online, but you can for mobile numbers.

I've used 3 sip provides in Canada, two major ones, and one "super budget" offering. even though the super budget offering doesn't list it as "supported" I can list the from name and it works.

 

[Kevin@voxtelesys]

Frederick is correct, with cname in Canada since there doesn't tend to be a central DB, I've noticed that it tends to pull from either the address book of the device, and if that fails, then it will accept whatever is entered in the sip.

For some providers they let us set it up on the provider side. but this tends to only be for certain DID numbers and isn't consistent (for example, on rogers SIP you cant do it online, but you can for mobile numbers.

I've used 3 sip provides in Canada, two major ones, and one "super budget" offering. even though the super budget offering doesn't list it as "supported" I can list the from name and it works.

Interesting we haven't had any complaints, but sometimes CNAM can be hit or miss.
I am sure in our switch we could force any name in our header but that would have to be set at our switch level vs the PBX and we couldn't guarantee that it wasn't stripped along the way.

 

[malex]

Is CFD going to be extended to support functions around SMS? Will these messaging capabilities be extended to custom CRM https://www.3cx.com/docs/crm-integration/?

 

[N_G]

@malex Yes good point, we expect these functions to become an integral part of our system and thus also in CFD going forward.

 

[AGidi]

Hello @JohnS_3CX , i just finished our FB Messenger integration and too have some interesting bugs to report. Is there a correct thread for that?

We Have several things to report.
On WebExtension chrome, we get it named as WebVisitor, generic icon, so we do not know who it is.
On the IOs it gets interesting....
On the chat we get them with numbers 3562345634@34523452345
BUT.. when the Notification comes in we do see the correct name.

So apparently the name is coming in, and it is shown on the 3CX notification badge , but when you load up the chat, it does not show the name.

Images..
Clients send screenshots or photos. On the webclient we can download the image, we do not see it inline.
on IOs we only see the filename, but we cant see or open the image.

This is just from this morning of testing. We sent a couple hundred invoices for subcription payments and always get a bucket load of questions on day 1, so it was a good day to test.

This integration ROCKS!!! We would be happy to assist in testing as much as you need.
Please keep up the great work! congrats!!!

 

[noord]

Thanks for the update!

One major issue we are facing, is that we are missing incoming chats. We would really like incoming chats (especially live chats, since people are actually at your site and they need an answer right away) to be treated much the same as incoming phone calls: ring until it is answered (or times out).

We're still using tawk.to for live chat, since their client supports 'ringing'.

A little background: at our company, we are not always behind our computers. We are doing different things. When someone calls, the phone rings and it is always answered. When a chat comes in, the computer plays a (short) sound just once. That sound is really easy to miss. We're not a call center with agents behind their computers dedicated to noticing and answering chats We perhaps get 2-3 chats via the site per day, so we cannot put someone behind a computer all day to notice these chats

Same request for accepting video calls: we can put up a 'click2call' for a queue on the site. When a visitor uses that, a call comes in just like normal and all phones ring. There is no such feature for a video call. A chat can of course be upgraded to a video call (so, if the live chat would just 'ring' like a real call, it would solve that). But the other way to do it, post your click2meet-URL on the site, creates a seperate webconference with the visitor in it, and also notifies you (or all queue users/agents) by simply sending a chat message which makes just one little sound, which we easily miss.

Same also goes for internal chats using the Windows 3CX client: new messages are easily missed, since the 3CX client doesn't indicate new messages that clearly. Yes, the chat icon is blue, but that's hardly noticable and also requires you to have 3CX on the foreground to be able to notice it in the first place. Compare it to WhatsApp (the installable program for Windows), when there are new messages there, it's impossible to miss them:



So two questions/requests:
1. Can something similar be added to the 3CX Windows client as well? Eg. a number on the icon to show the number of chats with new messages or something similar
2. Make incoming (live) chats and video conferencing request (click2meet) ring like a normal phone call.

 

[VictorC]

Hi everyone, have a question on the chat on non WordPress website. I have the chat stuff install on the site but every time you use it, it allways says there is no agent ready.

If I go the URL used it works fine. Am I missing something? This is running on IIS 2019 Server.

Thanks

 

[FridayIT]

Hi everyone, have a question on the chat on non WordPress website. I have the chat stuff install on the site but every time you use it, it allways says there is no agent ready.

If I go the URL used it works fine. Am I missing something? This is running on IIS 2019 Server.

Thanks

This is good question for the dedicated live chat forum https://www.3cx.com/community/forums/live-chat/.

As a couple of quick things you can check, I just set this up on a wordpress site, but the information should be similar.

Check to ensure that your "agent" is signed in, if it is a queue, confirm they are assigned and logged in. also check the dev menu with F12 to make sure you don't have a "corrs" error message, as the URL has to be whitelisted in the 3cx GUI as well.

 

[MidiTélécom]

Hi all,

If I understand well, the Trunk SIP able to send SMS will be the one that already have the function, like Telnyx.

I imagine I will need to wait that my Trunk SIP provider could send SMS to integrate to my 3CX ?
Does I need to push the idea to the provider ?

I'm in France using Sewan provider.

 

[Evolute IT]

Hi all,

If I understand well, the Trunk SIP able to send SMS will be the one that already have the function, like Telnyx.

I imagine I will need to wait that my Trunk SIP provider could send SMS to integrate to my 3CX ?
Does I need to push the idea to the provider ?

I'm in France using Sewan provider.

You can also use a different DID with Telnyx for SMS. Or try their Hosted SMS stuff (enabling SMS on another carrier's DID, didn't try it).

 

[TBWD]

I have noticed that you cannot create a new SMS to a number, just reply, Will that change at some point? I think it would be nice to txt to a number and not just to respond back.

 

[Evolute IT]

I have noticed that you cannot create a new SMS to a number, just reply, Will that change at some point? I think it would be nice to txt to a number and not just to respond back.

Yes you can.

Click the Plus button, then the top option of the 3.

 

[TBWD]

I don't have 3 options only 2

 

[Evolute IT]

I don't have 3 options only 2

Show a screenshot

 

[TBWD]

 

[Evolute IT]

View attachment 18942

View attachment 18943

You need to enable the SMS for the user, in the extension settings, bottom of the page.

 

[TBWD]

Oh Sh** I did not see that before, Thanks

 

[N_G]

Thanks for the update!

One major issue we are facing, is that we are missing incoming chats. We would really like incoming chats (especially live chats, since people are actually at your site and they need an answer right away) to be treated much the same as incoming phone calls: ring until it answered (or times out).

Thanks for the feedback, thats is very useful. yes we will consider such a function makes sense....

 

[AGidi]

Ringing! @noord said it correctly. We too use tawk.to because the incoming chat rings continuously and quite obnoxiously too lol.
but it gets the attention. The nice and soft ding from 3CX gets missed sometimes.