3CX V20 is here !

Seizing Control of Your Business Communications: A Glimpse into the Future with Telin and 3CX V20

After more than two years of development, today's V20 Final release marks a significant milestone for 3CX, heralding a new era in business telephony. With a redesigned architecture and enhanced features, 3CX V20 sets the standard for the future of communications. From strengthened contact center solutions to improved security measures, this release empowers businesses to take control of their communications like never before.

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3CX Security Enhancements

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

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

3CX 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.

Stay tuned for updates on 3CX's ongoing efforts to enhance security and safeguard its network.

Enhanced SIP Call Manager

In 20 years, 3CX has made significant progress, yet 3CX's commitment to telephony remains steadfast - and it should for you too! With V20, 3CX has revamped its Call Manager to deliver unparalleled call center features both now and in the future.

3CX 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 queues are now programmable, empowering users to create customized call center applications with scripting knowledge. Moreover, 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. Lastly, 3CX is unveiling a powerful API that enables companies to effortlessly develop telephony applications.

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.

Secure Deployment via the Microsoft Store

A key distinction of the new native app lies in its deployment method via the Windows Store. This ensures heightened security from the outset, as each Windows native app undergoes rigorous security checks by Microsoft. Furthermore, this approach enables us to independently update the softphone from the main 3CX build, enhancing manageability. The software app will be restricted to essential call and PBX functions, similar to the functionality available on the iOS or Android app. As a result, the need for the electron-based desktop app for the 3CX softphone will be eliminated.

AI integration

Undoubtedly, AI represents a transformative force in communication systems. 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 analyze and generate reports based on them. This is an area poised for significant development in the forthcoming months.

New Admin Console

In V20, the introduction of the ‘Admin Console’ marks a significant enhancement. Integrated within the 3CX Web Client, this console replaces the former Management Console and eliminates two previous admin types: root admin and hosting admin. These previously "invisible" users lacked audit logs and have been replaced by System Admin or Remote Admin roles.

The entire management interface of 3CX has been modernized to prioritize relevant features for today's needs. Additionally, the configuration of numerous advanced features has been streamlined for simplicity. Designed with the user in mind, transitioning between the Admin Console and the client is seamless, utilizing the same login and URL.

A Single, Memorable URL

With the merger of the Web Client and Admin Console into a unified platform, you now only require one fully qualified domain name (FQDN) for both user and admin access. The need for the web client slug is eliminated, simplifying the URL from https://company.3cx.us/webclient/ to https://company.3CX.us. This represents a significant advancement for users, streamlining access to the platform.

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 utilizing 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 compared to previous versions. With just a quick glance, users can easily identify ongoing events and troubleshoot issues independently. Furthermore, 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. Stay tuned for an upcoming roadmap blog post that will outline 3CX plans for the future. Updates 1 & 2, including Security, Microsoft teams Integration, Reporting capabilities (Grafana), Multi tenancy, On board video MCU and Programmability.

Are you ready to upgrade to V20

The Telin team has dedicated extensive effort to ensure our infrastructure is primed for the V20 release. From our exceptional technical team to our hosting and SIP trunking services, every aspect has been meticulously prepared for a seamless upgrade.

Make sure to read our V20 Upgrade Checklist & FAQ.

contact us if you have any questions : Email: [email protected] - Call: +18555500514 - Call: +61285990650

It's worth noting that...

• 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 DNS server or a firewall should be able to do hairpin nat. Very small networks might have to move to the cloud or replace the router.
• System Owner is required: You will not be able to upgrade without having a System Owner role set. Find more information here. Make sure you have control of this account!
• 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.
• Read our updated manual: https://www.3cx.com/docs/manual/

From V18, Update 9 - login to your Admin Console, go to “Updates” and click on “Upgrade”. This will upgrade your operating system to Debian 12 and install Version 20. Alternatively, install a new instance from https://www.3cx.com/install/.

3CX changelog

3CX Version 20, Final, Build 20.0.0.1620, February 2024

• Remote Stun Custom DECT failing to show next steps of the wizard when creating the device.
• Call Manager now correctly handles SIP requests.
• Rejection of calls caused by multiple identity headers now works.
• PRACK parameter is now handled correctly.
• External leg is no longer dropped when the transfer fails.
• CDR "time-start" and "time-answered" fields are correctly filled in.
• Push operation is no longer canceled in case of sync push.
• Issue where number is shown when a call is picked up is fixed.
• Issue where the external number is transferred to an IP Phone but PBX trunk number is shown instead of the external number is fixed.
• Addressed high cpu usage when license activation is blocked.
• When an IP Phone is joined to a conference via CSTA wrong call information was shown- fixed.
• Call pickup from a Queue not showing correct information is resolved.
• Improvement in "Transfer Back on Apps" functionality for our Apps.

3CX Version 20, Release Candidate 3, Build 20.0.0.1609, February 2024

• Added ability to optimize Database added in Troubleshooting.
• Import/export departments.
• Redesign of Troubleshooting page.
• Improvements to the updates mechanism.
• Include type of build (alpha, beta, releases, major release).
• Option to notify System Owners separately.
• Added Title and Department (renamed from Home 2 and Home Fax).
• Updated roles and rights.
• Profanity filter for transcription added.
• Call Flow Apps dialog fix and move to Advanced.

3CX Version 20, Release Candidate 2, Build 20.0.0.1494, December 2023

• Updated: System email notifications will be sent to System Administrator and external email addresses you specify in “Notifications”. The System Owner will not receive them. In SP 1, we will include a checkbox for System Owners to receive notifications.
• Custom Templates usage has been fixed in the case where a long file name is specified.
• The uploading of custom prompt sets has been fixed in the case where a custom prompt set is selected for the System.
• Admin Console users view has been fixed to show the temporary status for an extension.
• Fixed the reporting of missed calls where attendant transfers to Queues.
• Selection of DECT custom templates not loading has been fixed.
• Microsoft 365 Calendar Sync after disabling Calendar Sync has been fixed.
• Call Manager negotiations when blind transfer is performed via API have been fixed.
• Rights to perform operations on outbound or outgoing calls from Queue Manager have been fixed.
• Stuck calls performed on behalf of operations have been fixed.
• Selecting of call flows apps in case CFD does not have an extension but a script name is fixed.
• Issue after restarting SIP Server correctly sent to all endpoints is fixed.
• Updated Lightwire Template.
• Updated Gamma and LCRcom templates.
• Translations have been added.

3CX Version 20, Release Candidate 1, Build 20.0.0.1466, December 2023

• New call processing scripts.
• Admin credentials no longer valid - Use System Admin/Owner.
• Google transcription - Speech API V2 support.
• New phone provisioning options.
• Only secure FQDN for Web Client login.
• New Web Client URL requires PWA re-install.
• Create a Fax extension to be used with an ATA connected to a fax machine.
• Fax cleanup option - deletes old faxes.
• Hide interaction history - System > Options > Hide interaction history.

3CX Version 20, Beta, Build 20.0.0.1340, November 2023

• Many provisioning features have been added.
• Timezone - add to device both for IP & Dect.
• Phone logo provisioning.
• Import & Export of Users now supports the old extended import format.
• Web Client password requirements are more complex - requiring 1 special character.
• Improved reset password mechanism.
• Office 365 and Teams configuration indicator.
• Google SSO configuration.
• Easily configure which calls of which departments a user can see.
• Codec priority in Trunks.
• Add Port via Template tag “Port” & “Advance”.
• Added CDR.
• Call Costs and Call Types and Purge.
• Import/Export of provider templates.
• Allow inbound calls & allow outbound calls.
• Ability to edit the extension number of system extensions such as Queue, IVR and Ring Groups.
• In users>call forwarding we’ve added 2 call options for all profiles as follows:

• Call Forwarding Log Out from queues.
• Accept calls from Ring Groups.

• Updated System Dashboard with Recording Quota, Static or Dynamic IP notifications, Public IP, System Health and Install Type.
• Backup and restore and Failover screens improved.
• Added back existing bridges. You cannot edit or create new bridges just existing keep working.
• Support for sending WhatsApp, Facebook to Q/RG/IVR.`
• Configure logging level in Dashboard.
• Ability to filter call handling types in voice and chat pages.

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Article by Mouna Fersi

TELIN Spencer Lee Joshua Westfall Zack Lee Hazen Turner-Collinge Mouna Fersi John O'Neill Kyle Wiedinger James Loder Christopher Lee

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