In addition to a new softphone, 3CX v20 also includes an entirely new management console called ‘Admin Console.’  v20 combines the management console and web client into one portal with one URL, so all functionality is now under one client.  The Admin console has been revamped and modernized with a new framework, and many of the advanced features now offer much easier configuration methods.

Efficiency Updates

The new Admin console is faster and more secure than it’s predecessor with faster backups and restores, and the removal of “invisible” root and hosting admins.  These invisible admins were removed because they had no audit logs and could become a security risk in the future as old framework begins to age out.

2FA & SSO

The addition of Two Factor Authentication (2FA) provides another layer of credential security for the 3CX client. Single Sign On (SSO) has been enhanced and is now easier to deploy in Microsoft and Google.

One URL for Admin/Web Client & Secure FQDN Everywhere

With the client and management console merged into one site, 3CX now has one easy-to-remember FQDN for users and admins.

Example:

Before v20:  https://company.3cx.us/webclient/

New with v20:  https://company.3CX.us/

Users have the ability to set their own password, enable 2FA, or utilize SSO.  This reduces the reliance on the welcome email altogether.

• Must set a “system owner” for access
• Ability to lock down IP address on the Admin side of the console without impacting the web client.

Departments

A big change to v20 is the new Departments feature.  Departments will replace Groups in the 3CX, and in Windows Active Directory these departments will be called Organizational Units.  Departments are now much more granular– offering their own office hours, holidays, time zones, and language settings, while reducing the need for Call Flow Designer (CFD).  In the near future they will also have their own phonebook and CRM configuration amongst other features.

Departments also have a large role in overall security.  By using ‘roles,’ Admins can set permissions for their specific department so only the ‘Sales Admin,’ for example, would be able to manage the Sales department’s IVR system.  Additionally, it is recommended to use the ‘restricted view,’ so certain personnel can only see and maintain their own departments.

Admins can make users, extensions, or a sip trunk as a member of a group; however, by default, trunks are system-wide. Grouping is now configured at the department level, not at the SIP trunk level, and the ‘Default Department’ will override individuals in other departments.  Because of this, it is recommended to keep one user in a single group, not multiple groups.

Each Department has their own–

• Office hours
  • Office hours per Department, not global
  • Extensions, queues, etc. inherit from Departments
  • Queues, IVR, & ring groups can set different destinations for holidays, breaks & closures.
• Holidays
• Time zones
• Management of users, IVRs, SIP trunks
• Destinations
  • Set different destinations for holiday, breaks, closures in IVR, queues & ring groups

The new 3CX v20 offers a few changes to provisioning of IP phones, notated below.

• RPS is the recommended provisioning method
• Can use PNP (if you don’t want to use RPS)
• Provisioning works over SBC
• Old configs will work with local IP
• STUN provisioning is now only available with custom templates

An exciting new v20 feature for partners and consumers alike is the Quality of Service (QoS) VoIP monitoring tool.  The embedded VoIP quality monitoring tool helps eliminate ‘finger-pointing’ between VoIP carriers and internet providers by monitoring connection quality between the two legs of a phone call (i.e.- call termination and call destination).  When customers experience call quality issues, such as static, jitter, one-way audio and the oh-so-dreaded dropped call, they typically believe the problem is caused by the phone service or system, when 9 out of 10 times, it’s related to their public/shared internet connection. 

3CX’s new VoIP quality tool helps provide real-time, raw data of the connection quality that helps determine which end of the call is experiencing the problem.  The event logs are emailed to the end user so they can then take this data to their internet provider or carrier to have them look into the issue further. 

The goal is to empower the end user to enable the connectivity capture themselves by turning on the feature via mobile app or web client.  The monitoring tool will capture data for 24-48 hours then automatically turn off once the capture timeframe has been depleted.  It’s important to note that since the QoS monitoring tool is resource-rich, it cannot stay on indefinity and should only be triggered when there is a known issue with call quality that is in need of further discovery.

ACC Telecom is an advanced certified 3CX Titanium partner headquartered in Columbia, Maryland and delivers 3CX service and support nationwide.  Contact ACC Telecom today to learn more about 3CX, or start your free 60-day 3CX trial by clicking here.