3CX V16 Update 1 Beta - New Chat and Call Flow Service Features for Programmatically Managing Calls

    After the recent release of 3CX v16, we have already prepared the first update of 3CX V16 Update 1 Beta. It implements new features of corporate chat and the updated Call Flow Service, which, together with the Call Flow Designer (CFD) development environment, allows you to create complex voice applications in C #.

    Updated Corporate Chat

    The 3CX Live Chat & Talk communication widget continues to be actively developed. In Update 1, the widget hangs regardless of the transitions between pages and tabs. Now visitors can travel around your site, leaving the chat window available for immediate communication.

    Interesting opportunities appeared in the 3CX corporate chat service.

    Now the following actions are available for messages (a):

    • End chat session - end a chat with a 3CX user (or a site visitor).
    • Block anonymous user - blocking the user (IP address) from incoming messages and calls.
    • Delete - delete the chat.
    • Archive - archive the chat (move it to the Archive folder) and delete it from the web client interface. In the future, there will be new features related to archiving chats.
    • Transfer - select extension 3CX (of another user) and transmit further communication to him. It is convenient when communicating with site visitors if you need to transfer the conversation you started to another specialist.

    Also, with incoming chat, the user pops up a notification in which you can quickly reply to message (b).

    If the message came from the site through the 3CX Live Chat & Talk widget, a number of new features are now available.

    1. An incoming message arrives at the 3CX web client interface as a WebVisitor user for quick identification.
    2. If the message enters the Agent Queue, a chat group is automatically created to which all the agents of this Queue are added. Operators see the correspondence with the client and together can answer him until one of them continues to communicate with the client individually. From the side of the site visitor, this chat is visible as a conversation with one operator with the name Sender name specified in the widget configuration.
    3. In the upper right menu are available the quick action icons described earlier - Archive, Forward, Take.
    4. The Take action allows one of the Queue's operators to “pick up” group chat with a site visitor and continue personal communication. If the widget has the ability to make calls, the visitor has a Call button, by clicking on which he can continue communicating with voice or video.

    Also in the chat added intuitive discussion icons. They allow you to quickly distinguish between chats with site visitors and colleagues (PBX users). Another convenient feature is to reply to E-mail. The operator can click on the e-mail of the visitor and reply to him after the completion of the chat. The visitor's address can be obtained online or through an offline form.

    A demonstration of all these features is presented in this video.

    Call Flow Service and Call Flow Designer development environment

    3CX v16 Update 1 Beta includes the new 3CX Call Flow Apps Service. It supports the new 3CX voice applications written in C #. Existing applications can be converted and finalized in the new Call Flow Designer . The application server works equally well on 3CX v16 for Debian / Raspbian Linux and Windows. In the near future, a full REST API for call management and related documentation will be added to it.

    Learn more about converting existing 3CX applications in this video.

    Full changelog in 3CX v16 Update 1 Beta.

    Install Update

    Installing updates is done in the 3CX management interface in the Updates section. Please note - after installing the update, the database of existing chats is converted. Chat is not available at 3CX applications at this time.

    You can also download the full 3CX v16 Update 1 Beta distribution for Windows or Linux:

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