Over the past couple of weeks, we have introduced several exciting updates and one new product. All of these innovations and improvements are in line with 3CX's policy of building an affordable multi-channel call center based on UC PBX.
3CX CFD Update - Poll and Search Components in CRM
The latest release of 3CX Call Flow Designer (CFD) Update 3 received a new Survey component that allows a user without programming skills to create automated telephone surveys. A visual component configuration wizard is used to create a survey.
Up to this point, creating telephone surveys in 3CX required the involvement of a programmer who set up several different CFD components and connected them with C # code. At the request of users, we have created a ready-made Survey component that has the following features:
- Speaks general messages, such as a greeting before a survey starts and a notification when a survey ends.
- Asks questions of different types: "Yes / No", "rate from / to" and can simply record a voice response.
- Collects subscriber responses to a CSV file, adding additional information if required.
Also in the new release of CFD, the Search in CRM component (CRM Lookup) has appeared. It allows you to extract data from a CRM system connected to 3CX. The CRM itself connects to 3CX as usual - in the 3CX management interface. The data received as a result of the request is transmitted for further processing with the CFD voice application.
A typical example of using a component:
- With an incoming call, the Caller ID of the subscriber is transmitted to CRM.
- If a client with this Caller ID is found, the query retrieves from CRM the extension number of the manager assigned to this client.
- The CFD application receives the extension and transfers the call (using the Transfer component) to the manager's extension.
Thus, the client always gets to his service manager. Previously, CFD did not have such a convenient tool, and required the complex interaction of several components, which were docked, again, by a qualified developer.
Let's repeat - to use CRM Lookup, you first need to connect one of the , and if your CRM is not in the list, use .
To work with 3CX CFD v16 Update 3, you need .
3CX Acquires WP-Live Chat Plugin for Multichannel Contact Centers
We recently purchased is a popular chat plugin with website visitors with real-time analytics. This is the most popular WordPress chat with over 1 million downloads and over 1000 daily downloads. Acquisition of WP-Live Chat technology follows native plugin release , introduced with 3CX v16. All these steps are aimed at implementing a convenient and standardized multi-channel contact center at the most affordable price.
For reference: WP-Live Chat was released in 2014 by the South African company Code Cabin, a developer of e-commerce solutions. 3CX will actively develop WP-Live Chat Support, while it will be available for free and as a separate product. Unlike branded WP-Live Chat does not include audio/video communication with site visitors, but has extensive analytics of the user's online activities.
3CX Android Beta update
The next beta of the 3CX Android app has received several important improvements based on your feedback.
If the phone was moved outside the local network (and the connection by IP address was changed to a connection by FQDN), when trying to call, a "request failed error" error sometimes occurred. Now the problem is fixed.
Together with the name of the subscriber (in the interfaces of the Status and Chat application), the name of the remote (connected via interstation trunk) PBX 3CX is now displayed. This is convenient if the organization has two employees with the same names, but working in different offices (connected to different 3CX PBXs). In addition, the name of the PBX is now displayed next to the employee's Caller ID. This allows you to quickly understand from which office / from which PBX you are being called.
The interface for listening to voice mail has also been updated. You now see a complete list of messages with available options. Select the appropriate option and the message will be played in the built-in Google Play Music player.
Other 3CX improvements for Android Beta:
- Added "Don't ask again" option when granting app access to the phone's address book.
- Transferred files are downloaded to a dedicated folder following Android 10 development guidelines.
- The new contacts filter dropdown allows you to show all contacts, only 3CX contacts, only Android device contacts.
- The limit on the number of participants in an on-demand conference is 3. For conferences with a large number of participants, use the Conference Scheduler.
You can install the application by connecting to . If you have any problems with the application or have suggestions, leave a review on a special .
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Source: habr.com