V20 U8 BETA 2: Handle Calls Like a Boss!

[nikolascx]

Expanding AI with knowledge sources, PA call handling and Boss-Secretary updates.​

Update 8 BETA 2 builds directly on the previous ALPHA and BETA releases. In this update, we introduce knowledge sources, the new AI Personal Assistant role, Boss-Secretary improvements, an additional voicemail delivery option and the new Enterprise Plus edit...

Continue reading the Original Blog Post.

 

[KoesioOccitanieTech]

Hello,

""Note: Boss-Secretary requires you to have an 8SC+ PRO, Enterprise/AI or Enterprise Plus license.""

What is this "Entreprise Plus" licence ? Is this a new thing coming soon


EDIT: Anyways, i commented to fast...

 

[nboss]

yes @KoesioOccitanieTech
More info about Ent+ coming soon..

 

[Pat Huesers]

@nikolascx We have been working on AI solutions a lot the last few months, we have come to a point where we have a need for 3cx (we do this externally of 3cx currently) to have a simple endpoint/extension/agent that is simply used for managing Speech to Text and Text to Speech with posting that to an API and replying to the caller what it gets sent back. All the solution logic is contained behind the scenes. Could the current AI stuff in 3cx do this, or are they any plans of doing it you can share? Thanks in advance

 

[N_G]

If you want to analyze the voice in real time yourself you will need to make a SIP endpoint. Its much easier to take our inbuilt AI agents and customize the voice prompt to openAI.

 

[rlg]

Regarding the Shared Voicemail for Queues and Ring Groups, really nice addition, which will really simplify the configuration !
Some things are missing though, to make it as powerful as a dummy voicemail user.

We use specific available / away / DND / custom1 / custom2 voicemail greetings, based on department status.
Would then be nice for the queue dedicated voicemail to have different greeting for the various situations (no answer, break, office closed, holidays).

And, finally, would be nice to be able to notify only a specific mail address (typically a shared mailbox), and not systematically all the queue agents.

With these 2 improvements, they will properly replace the dummy voicemail user.
Without, we'll here have to keep our dummy users.

Thank you for your consideration

 

[Evolute IT]

Will the NFR be upgraded to Plus? So we can demo/use recording transcriptions?

 

[N_G]

Not for the moment. It's been available to all to try for 1,5 years

 

[Evolute IT]

Not for the moment. It's been available to all to try for 1,5 years

Makes sense. Could we have a way to upgrade our NFR to Plus or pay for a transcription package to use it with our NFR? I love my recording transcriptions

 

[HarryI]

Once activated by the Admin, end-users can manage the feature directly from the 3CX App’s avatar menu. This self-service approach gives users the flexibility to adjust settings without requiring admin intervention. Users can:

• Quickly switch Boss-Secretary ON or OFF
• Set “Active During” hours
• Choose which call types are allowed (internal, external or all)
• Manage a list of allowed direct callers

BETA 2 introduces AI Knowledge Sources, allowing AI Agents to retrieve company-specific information during calls and chats. This enhancement adds real “intelligence” to AI Agents by allowing them to reference internal materials such as policies, FAQs, routing rules or product guides – directly from the Admin Console.

Administrators can build dedicated Knowledge Bases and upload a wide range of file formats txt, md, pdf, docx, csv, json, html, pptx, xlsx and more. These resources can then be assigned to any AI Agent for fast and accurate retrieval during customer calls or chats. Powered by the same ingestion and vector-search technology used across the OpenAI ecosystem, 3CX now delivers this capability natively and within its Agentic AI component.

Say it with me now.... S - E - * - Y !!!! (looking left and right for the forum police )
I love both features! Already installed to 2 locations (yes yes, I know ... intended strictly for production... ) and can't wait to play with them tomorrow.

Thank you @N_G and 3CX Team! Great work as always!

 

[N_G]

Why not buy a GPU and install transcription service?

Thank you @HarryI !

 

[KyriacosS_3CX]

And, finally, would be nice to be able to notify only a specific mail address (typically a shared mailbox), and not systematically all the queue agents.

Hi,

As per the blog post, Beta 2 brings:

Shared Voicemail for Queues and Ring Groups adds another delivery option in this update: send voicemail as an attachment only to additional recipients and delete.

This I believe does what you are referring to, all notifications for that queue only go that that specified address.

 

[ArneDery]

Again a amazing update!
The addition of knowledge bases to the AI agents is huge.



Only thing I noticed, is if you've requested some things which are related to info from the knowledge bases.
The AI agents struggles to forward a call to a desired destination.

For example:
I have a knowlegde base with some product info. Caller can request a few things after which he desides he/she wants to speak to the sales department, to place an order. When requesting to be transfered. The agents does not handle this request and stays silent.

Tested this a couple of times, also with a newly (after update) created agent.

 

[Benedikt Machens]

Truck load of new features, nice

Like this client based switch to turn Boss-Sek on/off. Is there a chance to assign this to a BLF/DSS Key? Like Agent login/logout. Boss-Sek is the last bastion of hard phones for many of our customers ;-)

 

[rlg]

Regarding transcriptions, from what I understand, 8 and 16SC will be able to use 3CX Cloud thanks to the Enterprise PLUS edition.
32SC and above will have to use their own transcription service (so install a local GPU instance for example), right ? And as a result remaining with the Enterprise AI edition will be enough (PLUS edition would not make sense here).

 

[KyriacosS_3CX]

Tested this a couple of times, also with a newly (after update) created agent.

Hi,

Any chance of doing Verbose logs, doing the test and sharing in DM, just so the team has a view of the exact flow on your setup.

 

[patrickb_de]

@nikolascx We have been working on AI solutions a lot the last few months, we have come to a point where we have a need for 3cx (we do this externally of 3cx currently) to have a simple endpoint/extension/agent that is simply used for managing Speech to Text and Text to Speech with posting that to an API and replying to the caller what it gets sent back. All the solution logic is contained behind the scenes. Could the current AI stuff in 3cx do this, or are they any plans of doing it you can share? Thanks in advance

Maybe Audiocodes or Anynode could help here but the 3CX Transkription works very well, also in stereo mode and with data exports you get all the transkriptions to any endpoint you want it to.

 

[patrickb_de]

Has anyone tested the knowledge base yet? I’m having trouble uploading documents to it. Every time I try, I get a ‘network error’. Is this a known issue?

 

[Benedikt Machens]

Has anyone tested the knowledge base yet? I’m having trouble uploading documents to it. Every time I try, I get a ‘network error’. Is this a known issue?

Works. After some page refreshes the PDF and the name/description updates... ready to cook

 

[KyriacosS_3CX]

Has anyone tested the knowledge base yet? I’m having trouble uploading documents to it. Every time I try, I get a ‘network error’. Is this a known issue?

Hi, could you share one of the files you are trying to upload? Just tried a 5.89MB pdf with success. From public source:
https://opengeology.org/historicalgeology/wp-content/uploads/2022/10/Plate-tectonics.pdf