Give team leads access to their department’s recordings and reports without an admin role, stop colleagues recording sensitive extensions and audit recording downloads. Team leads can now review their department's call recordings and reports without a broader admin role, and sensitive extensions can be protected from being recorded by colleagues. V20 Update 10 Final adds three [...]
Use a controlled API-key test to confirm your AI-unavailable backup route works, separately from Human Handoff. Test your AI-unavailable route on its own before callers depend on it. In V20 Update 10, the AI unavailable setting sends calls to a backup destination when 3CX detects that the AI service cannot respond. This blog shows you how to trigger that condition safely on a t [...]
Start with the transcription workload you have, plan for peaks and growth, and expand as demand rises. You can size a 3CX AI Server for the demand you have today and add capacity as it grows, so there is no need to buy for every future workload up front. That is because your first AI Server does not have to be the only one, and each PBX does not need its own. One PBX can use on [...]
Update 10 brings a major upgrade to the 3CX AI Server and requires reinstalling the AI software. V20 Update 10 introduces the next generation of the 3CX AI Server, bringing a simpler installation process, easier PBX connectivity and support for more hardware, including Apple Silicon Macs. The redesigned architecture removes several configuration requirements, making the AI Serv [...]
Discover how the 3CX AI Edition turns hours of call recordings into instant, actionable business insights. Every day, customers tell your employees why they aren't buying, what they are unhappy about, and why they are switching to competitors. However, all this valuable information usually remains buried within audio recordings. Previously, only enterprise contact centers with [...]
Compare built-in AI Agents, PBX-local Call Scripts and externally hosted Programmable Extensions. Want an AI receptionist to handle incoming calls? An AI Agent that follows your own call routing rules? Or a custom AI voice application that connects to your business systems? Not every business needs the same level of AI customisation. Some want a solution they can configure dire [...]
Choose OpenAI, Gemini or Grok and run the conversation where the call already lives. 3CX now has ready-made call script samples for OpenAI Realtime, Google Gemini Live and xAI Grok, giving system admins more choice over the AI provider behind their voice agent. Bring your preferred provider into existing 3CX call flows while keeping routing, directory access, transfers, voicema [...]
A customer calls back. A colleague takes over. Someone needs to check what was agreed. You finish a call knowing what the customer needs. Then another call comes in, a colleague asks a question, and by the afternoon you're trying to remember whether you promised a callback today or tomorrow! Call transcription gives you a written conversation to return to. You can find details, [...]
Key steps to secure access, networks, endpoints, backups and system monitoring. Security hardening is more than one setting. In 3CX V20, protection spans user access, the Admin Console, firewall rules, SIP and media traffic, endpoints, updates, backups and monitoring. The best approach is to reduce unnecessary exposure first, secure access to the system and then make security p [...]
A question-led guide to queue, SLA, agent, call-level and AI-powered reporting in 3CX. Contact center reporting is easier when you start with the question you want to answer. Are callers waiting too long? Are enough agents available? When are queues busiest? What happened to one specific call? 3CX provides different reports for each of these questions under Admin > Reports, [...]
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