3CX - V20 Update 9 Final: Redesigned Web Client & Smarter AI

The latest 3CX update has been made available for all our clients, the 3CX Blog below goes thru some of the improvements now available to your teams.

Grok transcription, AI assistants and improved queue management.

Update 9 Final delivers one of the most significant visual overhaul updates yet for 3CX, alongside powerful new enterprise call center features, expanded AI capabilities and greater flexibility for Admins, Partners and Service providers. Read on for more!

Redesigned Web Client & Dialer

Update 9 delivers a major refresh of the 3CX Web Client, with redesigned layouts and usability improvements across the platform’s most frequently used areas.

The Team view, Dialer, Chat, Call History, Contacts, Voicemail, Recordings and Settings have all been updated with an interface designed to simplify everyday workflows. The refreshed Team view is now available in multiple display modes, allowing users to switch between comfortable and compact layouts depending on how much information they need to see on screen. This is especially useful for receptionists and users managing multiple active calls simultaneously.

The dialer has also received an improved navigation and a more focused calling experience update. Frequently used actions are easier to access, helping users move through tasks more quickly with less screen clutter.

To align the experience across the platform, the Web Client now uses the same notification bell style as the Admin Console, providing more consistent alert management.

AI Improvements & Smarter PA

We’ve successfully continued the rapid expansion of 3CX AI capabilities with improved models, better call prioritization and new automation tools.

• Smarter AI Personal Assistant Prioritization: Classifies incoming calls in real time and automatically decides whether to notify the user, interrupt ongoing activity or block the call entirely for more intelligent executive call screening with reduced interruptions and improved handling of unwanted calls.

• AI Email From Calls: A new AI tool can now draft and send emails during live calls using call context. The feature supports follow-ups, confirmations and call summaries for AI Personal Assistant and AI Receptionist scenarios, helping automate repetitive post-call communication tasks. Will require setup of your own SMTP provider.

• Improved Route-by-Name: AI agents can now identify and transfer callers to the correct employee more accurately using improved route-by-name logic.

• Built-in Spam Filtering: Now integrated directly into AI Agents, automatically detecting and handling unwanted or low-value calls before they reach staff.

• Enhanced Call Screening Options: AI Personal Assistant now supports more flexible call screening via chat, email, voicemail and urgent call prioritization based on keywords.

Overall, Update 9 delivers significant improvements to 3CX AI compared to Update 8, particularly in real-time responsiveness, prioritization and automation capabilities. More details are covered in a dedicated blog post.

Advanced Queue Features for Call Centers

Update 9 also significantly expands queue functionality with six new enterprise-focused capabilities designed for high-volume and skill-based call handling environments.

• Callback on Request: Queues can now offer callers the option to request a callback after hearing an announcement. Callers simply press a configured digit, for example “Press 2 for a callback” and retain their place in the queue without remaining on hold.

• Skill-Based Time-Driven Escalation: Queue escalation logic can now trigger after timeout periods, not only when agents are unavailable. This allows organizations to progressively widen routing rules based on wait duration and service level requirements.

• Cumulative Escalation & Skill-Based Ring-All: Administrators can configure progressive expansion across skill groups, enabling calls to gradually reach larger pools of agents when wait times increase.

• Comfort Prompts: Queues now support up to 15 comfort prompts with configurable playback intervals and optional random playback to improve the caller experience during extended waits.

• Estimated Wait Time Announcements: Estimated Wait Time announcements are now calculated using real agent performance statistics, providing callers with more accurate expectations. Wait estimates are capped at 30 minutes for consistency and usability.

• Destination No Answer Announcements: Queues can now play announcements when destinations fail to answer, aligning behavior with existing Break, Closed and Holiday routing logic.

Together, these additions deliver more flexible queue management while improving caller experience and operational efficiency.

Transcription, Summary & Sentiment with Grok (xAI)

Update 9 introduces support for Grok (xAI) as a new AI transcription provider. As previously announced, Grok offers a significantly lower-cost alternative compared to Google, OpenAI and even 3CX Cloud transcription. Key features of Grok integration include the following:

• Transcription costs approximately $0.10 per hour

• Support for more than 30 auto-detected languages

• Stereo per-channel speaker separation

• Simplified setup using only an API key

The integration provides organizations with an additional, lower-cost alternative for AI transcription workloads. Grok will also be available in the PRO Edition for voicemail transcription only.

Supporting more VoIP Providers with Template Builder

This release introduces the new Custom Template Builder aimed at partners and service providers managing SIP trunk interoperability. With Update 9, Admins can now:

• Build and customize SIP provider templates

• Copy and tune existing templates

• Export custom templates

• Synchronize existing trunks with updated templates without recreating them

• Switch between built-in and custom templates while preserving DIDs, Caller IDs and routing configuration

In multi-company deployments, custom templates are globally available across all tenants.

Other Improvements in V20 Update 9

• Holiday Prompt Playback can now be configured for Queues, Ring Groups, IVRs and Departments. Administrators can choose whether to play the department holiday prompt or use a custom prompt directly within holiday routing settings. This provides more flexibility for seasonal routing and out-of-hours messaging.