3CX upgrading to Version 20 (V20) – detail:

Following is some insight to 3CX V20 update: The architecture is a full redesign with enhanced features, 3CX V20 sets the standard for the future of communications. With better contact centre solutions to improved security measures, this release empowers businesses to take control of their communications.

3CX Security Enhancements

In April 2023, 3CX committed to enhancing its IP PBX systems security with many actionable steps. With the release of V20, 3CX has delivered on these committment, investing significantly in strengthening multiple layers of network security. Changed include rebuilding the network, implementing new EDR monitoring tools, and enhancing product security features such as password hashing and stricter access controls.

3CX has also updated its product roadmap to include a version of its native Windows app now available from the Microsoft Store, which provides automatic updates and enhanced security features. With V20, 3CX has integrated the unified client and Admin Console to minimise potential attack surfaces for hackers.

V20 has undergone rigorous scrutiny by leading security firms, ensuring it stands as the most secure communications solution in the market. Looking ahead, 3CX is engaging with HackerOne to further fortify its network against potential vulnerabilities.

Enhanced SIP Call Manager

In the last 20 years, 3CX has made significant progress, yet their commitment to telephony remains steadfast. With V20, 3CX has revamped its Call Manager to deliver unparalleled call center features and has introduced additional queue strategies, including targeting agents with multiple calls, along with improved call barge-in and pickup capabilities for call center supervisors. The call centre queues are now programmable, empowering users to create customised call center applications with scripting knowledge.

3CX has enhanced its reporting engine to not only improve existing reports but also integrate seamlessly with leading reporting and dashboard applications like Grafana. Additionally, 3CX has introduced more reliable telephony features such as transfer-back-on-busy. A powerful API that enables companies to effortlessly develop telephony applications is also coming.

Brand-New Native Windows Softphone

A significant highlight of V20 is the introduction of a completely new native 3CX Windows softphone. This application, akin to its iOS or Android counterparts, operates seamlessly alongside the Web Client, addressing several limitations associated with PWA, particularly in window notification control. Unlike a basic call notification, it presents a proper answer dialog. Being a native softphone, it also enables independent audio control separate from the browser.

AI integration

In V20, 3CX have initiated the groundwork for seamless AI integration. Beginning with call transcription and reporting, 3CX have developed capabilities to not only transcribe calls but also analyse and generate reports based on them.

New Admin Console

In V20, the introduction of the ‘Management Console’ marks a significant enhancement. Integrated within the 3CX Web Client, this console replaces the former Management Console and eliminates two previous admin types.

The entire management interface of 3CX has been modernised to prioritise relevant features for today’s needs. Additionally, the configuration of numerous advanced features has been streamlined for simplicity.

Enhanced Permission Management with Departments

A significant enhancement in V20 is the introduction of Departments, which replace Groups and function akin to Organizational Units in Windows Active Directory. Departments boast individualized settings for office hours, holidays, time zones, language preferences, and extensions. System extensions inherit these settings as part of the Department, while individual extensions retain the flexibility to override departmental hours. This departure from global office hours simplifies configuration and management for larger installations.

Departments serve as the foundation for more precise permission settings. For instance, you can designate a department with its own administrator responsible for user management and IVRs. Additionally, any system extension or trunk can be assigned to a group within a department. By default, trunks are system-wide, but users uninterested in utilising Departments can adhere to the default group included in every 3CX installation. IVRs and other system extensions automatically belong to this default group.

Monitoring VoIP Quality

The event logs within the revamped Admin Console offer a wealth of additional information for technicians compared to previous versions. A new VoIP quality monitor has been introduced, facilitating the swift detection and resolution of networking issues affecting audio quality.

Roadmap for V20

Today, 3CX unveils not merely a static rendition of our future vision, but rather, a secure and adaptable architecture upon which 3CX can readily expand as 3CX transition towards global telephony leadership.

Some items worth noting are:

• Scheduled Reporting: Coming in Update 1 or 2. If you can’t do without it, then wait for these updates.
• Currently V20 is available on Linux only: A Windows installer will come at a later stage and will require an enterprise edition. 3CX will upgrade any PRO editions running Windows to Enterprise for the duration of the subscription.
• On-premise installations require split DNS: The 3CX FQDN must be fully resolvable on the LAN as well as outside of the LAN. This means your own should be able to do hairpin nat. Very small networks might have to move to the cloud or replace the router.
• Global Office hours and holidays reconfiguration and use of Departments: If you prefer not to use Departments, you can simply employ the default Department. However, until you opt for this, all functionalities will remain unchanged. This step is only necessary if you intend to modify the office hours.