V20 Update 9 Alpha - Web Client Gets a New Look

[N_G]

New Web Client, enterprise queue features and further AI improvements.​

V20 Update 9 Alpha introduces a redesigned Web Client with updates across key areas including team view, dialer and navigation. We’ve also made several improvements to queue handling for enterprise call centers, giving more control over wait times, routing...

Continue reading the Original Blog Post.

 

[Alphabetic]

Looks good - the BLF keys look nicer on the eyes too. I will be checking this out tomorrow!

 

[Vitaliy R.]

I definitely love this new web client look. Can't wait for the production release to update.

 

[Evolute IT]

Those queue improvements are awesome! Lots of good things!

Thank you for listening and adding so much in one update!

And yeah, the Webclient is great!

 

[cloudphonesystem.net]

The UI looks much better, this will land well with our client base.

 

[patrickb_de]

I’ve got to say: U9 Alpha is already really impressive and definitely gets me excited for what’s coming next.

The holiday prompt is back… love it! AI routing based on "topics" is now available and the call list got a pretty solid upgrade:
The interaction history is now built right into it, so you can just click an entry and instantly see past conversations - thats super handy in everyday use.

Another nice touch: you can now override the department business hours from users view. It’s also great that users can now see their active connections (mobile apps aren’t showing up there yet, but I guess that might come later).

There’s also light/dark mode in the web client and my personal highlight:
Skill-based routing, especially the new "cumulative distribution" - thats exactly what a lot of users have been waiting for.

Also the trunk(template) editor is really nice and will help a lot of admins adjust trunk settings without having to use the API or go through an export/import odyssey.

Overall: The Alpha definitely gets me looking forward to what’s next on the road to U9! Great Work @N_G

 

[Colorado VoIP]

this is looking nice!!

 

[N_G]

Thank you very much for the nice feedback!

 

[Soli]

Great News and great update!

Keep the hard work for the best PBX

 

[rlg]

• Time-Based Escalation: Calls can escalate after a configured timeout, not just when agents are unavailable
• Cumulative Ringing: Skill groups are added progressively, allowing multiple groups to ring simultaneously without stopping earlier ones

@N_G !
That's early Christmas !
A-bso-lu-te-ly perfect !
Customers will really be happy to see these long-awaited features Good news !

• No Answer Prompt: Play a custom announcement before forwarding calls to the “No Answer” destination, aligning with other routing behaviour

Very good news too

Many thanks to the product and dev teams !

 

[Soli]

• Time-Based Escalation: Calls can escalate after a configured timeout, not just when agents are unavailable
• Play Department Holidays Prompt is activated for all trunks. You can now configure different prompts for different holidays from the UI without having to activate the holiday script on the trunk.
• 
  
• 
  Where is the configuration for this two please?
  

 

[rlg]

One question if I may regarding the various 3CX clients.

After the issue with the Electron-based client, we have been invited to use the webclient (in PWA mode for convenience) only.
Then, you released a new Windows client, available through Microsoft Store.
You even announced that a macOS client was on the roadmap.
We then began to deploy the Windows client.

Today you release a whole new webclient UI (which is much more modern !)

But then, what's the real strategy ? Which one should we use as a long-term solution ? Will the Windows client still be maintained ? Is the macOS one still one the roadmap ?
The only thing missing IMO from the Windows client, which would completly avoid using the PWA, is the office hours schedule.

Thank you very much !

 

[NilsHeusch]

Very nice Update thx

 

[Soli]

one more thing we can now hear the recording directly from the UI which is GREAT!

but the filter by date is gone any news about it? to filter recording via dates is very important

 

[N_G]

One question if I may regarding the various 3CX clients.

After the issue with the Electron-based client, we have been invited to use the webclient (in PWA mode for convenience) only.
Then, you released a new Windows client, available through Microsoft Store.
You even announced that a macOS client was on the roadmap.
We then began to deploy the Windows client.

Today you release a whole new webclient UI (which is much more modern !)

But then, what's the real strategy ? Which one should we use as a long-term solution ? Will the Windows client still be maintained ? Is the macOS one still one the roadmap ?
The only thing missing IMO from the Windows client, which would completly avoid using the PWA, is the office hours schedule.

Thank you very much !

I don't really understand the question. You can choose which client you prefer

We did not announce a MacOS client and have already said that there are no plans for one.

 

[rlg]

Understood @N_G, that's clear, if both clients remain actively supported, and if that's just "a matter of taste", then that's perfect.
Sorry for the macOS client, I was sure to have read this here from the 3CX team months ago...

 

[paulodagraca]

Hello,

This is great, love the 'contacts' where you directly can see the Interaction History in a nice format.
Great job.

Paulo

 

[bitn2]

I’ve got to say: U9 Alpha is already really impressive and definitely gets me excited for what’s coming next.

The holiday prompt is back… love it! AI routing based on "topics" is now available and the call list got a pretty solid upgrade:
The interaction history is now built right into it, so you can just click an entry and instantly see past conversations - thats super handy in everyday use.

Another nice touch: you can now override the department business hours from users view. It’s also great that users can now see their active connections (mobile apps aren’t showing up there yet, but I guess that might come later).

There’s also light/dark mode in the web client and my personal highlight:
Skill-based routing, especially the new "cumulative distribution" - thats exactly what a lot of users have been waiting for.

Also the trunk(template) editor is really nice and will help a lot of admins adjust trunk settings without having to use the API or go through an export/import odyssey.

Overall: The Alpha definitely gets me looking forward to what’s next on the road to U9! Great Work @N_G

Nothing more to say! Looking forward what is coming next.

 

[mariosM_3CX]

• Time-Based Escalation: Calls can escalate after a configured timeout, not just when agents are unavailable
• Play Department Holidays Prompt is activated for all trunks. You can now configure different prompts for different holidays from the UI without having to activate the holiday script on the trunk.
• 
  
• 
  Where is the configuration for this two please?

Hi @Soli
Time-Based Escalation is in the Queue Settings > General tab > Strategy.

• Select any Skill-based strategy for the queue.
• A new option called Skill Escalation will appear.
• From there, choose:
  • Availability-Driven escalation (existing behavior), or
  • Time-Driven escalation (new): escalates calls after the "Escalate After" timeout.

Regarding Play Department Holidays Prompt
This now works automatically for all inbound calls via any trunk. No need to enable a holiday script on your trunks anymore.
To configure it

• Go to Office Hours of your Department > Holidays
• Set up your holidays and assign the desired prompt for each holiday

That's it. When a call comes in:

• The system checks the main department of the destination
• If it’s a configured holiday, the corresponding holiday prompt is played automatically

 

[ArneDery]

Talking about an update!!
great job on this UI update. Looking forward to test all the new queue features and AI settings.