V20 Update 9 Alpha - Web Client Gets a New Look

[SweetAction]

This update is a major step forward. All these features is awesome.

 

[STBJun]

Perfect and nice update.
My big client (automotive from DE) asks me for AI bot which can recive information about caller by phone number from CRM - may i looking forward for this feature?

 

[Evolute IT]

Perfect and nice update.
My big client (automotive from DE) asks me for AI bot which can recive information about caller by phone number from CRM - may i looking forward for this feature?

The AI already is aware of the CRM contact data if it's matched. The screening is skipped during that time. I do believe more stuff are coming on that side, @nikolascx can probably say more on this.

 

[patrickb_de]

Perfect and nice update.
My big client (automotive from DE) asks me for AI bot which can recive information about caller by phone number from CRM - may i looking forward for this feature?

Exportiere den Bot einfach, setz RecNotify auf 1, leg eine eindeutige Mail fest, importiere wieder und lass die Calls recorden/transkribieren über die Abteilung. Dann schickt er ne Mail wo alle Infos drin sind (ausser CRM) aber dafür baust du dir einen CFD mit DB Request nach dem Auflegen. Checke welche Nummer den Bot angerufen hat, sammel dir die Infos zur Nummer aus dem CRM dazu und lass dir eine Mail schicken. Mit Umweg also schon jetzt machbar.

Alternativ baue dir ein Grafana Template das dein CRM und die 3CX als Quelle hat und dir eine Übersicht darüber gibt.

 

[STBJun]

xportiere den Bot einfach, setz RecNotify auf 1, leg eine eindeutige Mail fest, importiere wieder und lass die Calls recorden/transkribieren über die Abteilung. Dann schickt er ne Mail wo alle Infos drin sind (ausser CRM) aber dafür baust du dir einen CFD mit DB Request nach dem Auflegen. Checke welche Nummer den Bot angerufen hat, sammel dir die Infos zur Nummer aus dem CRM dazu und lass dir eine Mail schicken. Mit Umweg also schon jetzt machbar.

Alternativ baue dir ein Grafana Template das dein CRM und die 3CX als Quelle hat und dir eine Übersicht darüber gibt.

tx Yes. i am using something like this, but - 3CX Bot for me (them) is best. It is mainly just about security. One system, one environment, one management. with connection to CRM and check custom values (VIP or not, SLA, different options) is easy to present and sell AI.Many clients want more than just a "reception desk. AI is renesace for voice. So with "dynamic" knowledge base it will be perfect. I understand that it is connected trough API to OpenAI. but it is just detail.

 

[HarryI]

Unacceptable... someone updated our system and a customer's system to U9...

Spoiler

It's a joke - I have to clarify for the NPCs

What a great update!!! So many updates, upgrades, improvements, fine-tunings.
KUDOS Nick and 3CX Team - As always, top notch work!!!

 

[PBX128]

We are very excited about the many improvements in v20 Update 9 Alpha, particularly:

• Callback on request: Callers can request a callback after listening to a message, rather than being routed to an automated callback process
• Time-based escalation: Calls can be escalated after a specified wait time, not just when agents are unavailable
• Cumulative ringing: Skill groups are added incrementally, allowing multiple groups to ring simultaneously

These enhancements clearly show that user feedback is being taken seriously. The direction of this update feels very promising and practical for daily operations.

At the same time, we would like to respectfully highlight a few long-standing topics that, if addressed in Update 9 (perhaps in Alpha 2 / Beta), would make the release even more powerful:

• Loops / Target: Calls caught in a routing loop should be redirected to a fallback number, an announcement, or the recipient’s voicemail. Currently, callers only hear an error message or experience a dropped call, which is not ideal from a user experience perspective.
• Loops / Notification: The intended recipient of a call that fails due to such a loop should receive an email notification. At the moment, there is no visibility for the recipients that calls have been missed due to loop issue.
• Data privacy / user reset: When resetting a user, it would be extremely helpful to have the option to also delete all related data (chat history, call logs, voicemail messages). This is particularly important in cases of employee turnover and helps ensure compliance with data protection requirements.

We fully understand that development priorities must be balanced carefully, and we greatly appreciate the progress already made. These suggestions are shared in the spirit of constructive feedback and with the hope of making an already strong update even better.

Thank you for the continued effort and transparency in sharing these early versions—we’re looking forward to what comes next!

 

[VOPIT]

Hello

The new webclient looks amazing, and the additions to the Windows softphone are also nice!
But are there any plans to address accessibility for both clients?

Currently our blind users that rely on screen reader software don't get any feedback in the Windows softphone aside from "button 1 of 4) and the webclient / PWA also isn't accessible in most areas, specially the dialer.

 

[SweetAction]

Data privacy / user reset: When resetting a user, it would be extremely helpful to have the option to also delete all related data (chat history, call logs, voicemail messages). This is particularly important in cases of employee turnover and helps ensure compliance with data protection requirements.

Use the "clear" function should resolve this. How are you currently "resetting" a user?

For me, not having the previous chat disappear from history would be helpful (i.e. if user 1 chats with me and then gets cleared, it disappears from my history view)

 

[patrickb_de]

It seems that since the update to U9 Alpha, notifications for missed calls are only displayed if the extension was in the status Available or Custom 1 at the time of the call. Missed calls that occurred while the status was Away, DND, or Custom 2 are no longer shown in the list afterward. Is this intended behavior, or might this have been overlooked during the revision of the call log?

@AvraamM_3CX

 

[PBX128]

Use the "clear" function should resolve this. How are you currently "resetting" a user?

For me, not having the previous chat disappear from history would be helpful (i.e. if user 1 chats with me and then gets cleared, it disappears from my history view)

Where can I find the "clear" function? At the moment my colleagues often only change the name and mail of an existing user. But then the new user finds all the chat history, phone history,...

 

[SteveITS]

On the Team page, the 3-dot menu on the user, or right click the user. Note it also disables external calls and removes the name. (the idea is, to clear it for the next hotel guest or employee) IIRC Reception role or higher is required.

 

[Corsin]

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

When I first read about this change, I was excited like most people in this forum seem to be.
However, after testing it, I realized I’m not very pleased with it, although it’s possible I configured something incorrectly.

I assigned the trunk to a department and set up a holiday for that department. When I call a number from this trunk, it correctly routes me to the holiday prompt. However, after the prompt, the call is not terminated. Instead, it continues to the normal destination defined for that number. So, if a number is directly assigned to a user and that user is available, the caller first hears the holiday prompt, and afterward the phone of that user starts ringing.
Is this the expected behavior?

Another question, if I have a number on that trunk that should still be available during holidays, how can I achieve this? I’m aware that I could simply avoid assigning the trunk to a department and use the holiday script as before, but in some scenarios I need to assign the trunk to a specific department.

 

[TerryKC]

When I first read about this change, I was excited like most people in this forum seem to be.
However, after testing it, I realized I’m not very pleased with it, although it’s possible I configured something incorrectly.

I assigned the trunk to a department and set up a holiday for that department. When I call a number from this trunk, it correctly routes me to the holiday prompt. However, after the prompt, the call is not terminated. Instead, it continues to the normal destination defined for that number. So, if a number is directly assigned to a user and that user is available, the caller first hears the holiday prompt, and afterward the phone of that user starts ringing.
Is this the expected behavior?

Another question, if I have a number on that trunk that should still be available during holidays, how can I achieve this? I’m aware that I could simply avoid assigning the trunk to a department and use the holiday script as before, but in some scenarios I need to assign the trunk to a specific department.

You need to change the 'When office is closed route to' destination in the queue/ring group

 

[Corsin]

You need to change the 'When office is closed route to' destination in the queue/ring group

Okay, I’m aware that I can set it to end the call. However, in that case, I would have to change the configuration for every call queue across all our systems, because by default we set this value to the holiday call script. In this scenario, the caller would also hear the holiday prompt twice.

But even more important what should I do if the number is directly assigned to a user rather than a queue?

 

[PBX128]

On the Team page, the 3-dot menu on the user, or right click the user. Note it also disables external calls and removes the name. (the idea is, to clear it for the next hotel guest or employee) IIRC Reception role or higher is required.

Thank you! I didn't know that.

So the “Zurücksetzen” button behaves differently depending on where it is used:

• In the Team section, it resets items like chat history, call history, etc.
• In the Admin section, it is only used to reset the password.

This inconsistency can be quite confusing and unintuitive.

It would be very helpful if the “Reset” function in the Admin section could also include options to clear chat content, call history, and similar data—so that the behavior is consistent across the system.

Thanks in advance for considering this improvement!

 

[TerryKC]

Okay, I’m aware that I can set it to end the call. However, in that case, I would have to change the configuration for every call queue across all our systems, because by default we set this value to the holiday call script. In this scenario, the caller would also hear the holiday prompt twice.

But even more important what should I do if the number is directly assigned to a user rather than a queue?

On ours, the holiday prompt will play for any DDI on the trunk including user DDI's (in that department). This isn't ideal if you only want to play the prompt for queue's/IVR's but still receive call's on other extensions during the holiday.

There should probably be an option to only apply to certain DDI's like in the holiday script.

Not sure about changing the destination en mass, looks like it has to be changed manually on each system unfortunately.

 

[SteveITS]

So the “Zurücksetzen” button behaves differently depending on where it is used:

• In the Team section, it resets items like chat history, call history, etc.
• In the Admin section, it is only used to reset the password.

That may be a translation issue? In English they are Clear and Reset. And just to say it, in the admin section Reset also resets device credentials...app and phone, though some phones can pick up the updated credentials.

 

[patrickb_de]

It seems that since the update to U9 Alpha, notifications for missed calls are only displayed if the extension was in the status Available or Custom 1 at the time of the call. Missed calls that occurred while the status was Away, DND, or Custom 2 are no longer shown in the list afterward. Is this intended behavior, or might this have been overlooked during the revision of the call log?

@AvraamM_3CX

@N_G also the mail notification for the missed calls are not send when user is in away, dnd or custom 2 mode.

 

[N_G]

we will check it shouldn't be like that for sure