3CX Version 20, Update 9 brings a cleaner, more modern experience for users and powerful new tools for call centres and AI features.

What’s New in Update 9?

Fresh new look for the Web Client

The biggest change is a complete redesign of the 3CX WebClient. It now feels much cleaner and easier to use across Team View, Dialer, Chat, Call History, Contacts, Voicemail, and Settings.

Your customers’ teams will work faster with less frustration and a modern interface they’ll actually enjoy using.

• Choose between **Comfortable** or **Compact**modes to see more extensions and active calls at once — ideal for busy receptionists.

• The new Dialer is simpler and less cluttered.
  
• Navigation has been streamlined so users can get around with fewer clicks.

‍Major improvements for Call Queues

Update 9 introduces several smart new queue features designed for real enterprise call centers. These changes give your customers much tighter control overservice levels and a noticeably better caller experience:

• Improvements to callbacks - There's a new option to enable an announcement to callers after a specific hold time, and allow them to trigger a callback after hearing it.
• Skills based routing improvements – Until now calls would only flow through to a lower priority group if all members of the higher priority group were busy or logged out. In Update 9 new options have been enabled:
  
  • Time based escalation: allowing for a call to flow to the lower priority group after a set hold time, even if a higher priority member is available but not answering, and
  • Cumulative escalation: when Skills Based Ring All is used, lower priority groups are added over time, while higher priority groups continue to be included.
• Comfort Prompts – Upload your own prompts and notifications that will play to the caller periodically. Great for letting callers know about self service and other solutions.
• Accurate Estimated Wait Time - 3CX can now provide callers with an estimated time for their call to be answeredbased on their position and real data from the system.
• No Answer Prompt - A message can now play before the caller is sent to another destination if the maximum holding time is reached.

Grok (xAI) transcription - Faster, cheaper & smarter AI

With Update 9, 3CX has shifted away from the Enterprise+ model and has renamed its top-tier offering to 3CX AI. This update enables Call Transcription using xAI’s new Grok Voice API, which is being offered at a far lower cost than any other major model.

Key benefits include:

• Simple setup (just an API key)
• Automatic language detection (30+ languages)
• Stereo audio with clear speaker separation
• Significantly lower cost than Google, OpenAI, or3CX Cloud transcription

Grok is also available in the PRO edition for voicemai ltranscription only.

Any system that has been upgraded to the Enterprise+ license can continue to enjoy included transcription until their next license renewal.

Better AI receptionist at a lower cost

The AI Receptionist and Personal Assistant have been significantly improved with smarter prompts and logic - All while using less processing power. This results in:

• Faster responses
• More accurate call routing
• Better handling of common requests
  

These updates make 3CX even more competitive and user-friendly - helping you deliver a modern, reliable voice solution that customers love.

Want to know more?

You can read the full details from 3CX directly here:

Web Client Redesign & Queue Updates

GrokTranscription & AI Improvements

‍

‍NOTE: Extension Limit Notification

As part of the 3CX v20 Update 9 release, some customers may notice a new notification appearing within their 3CX system following the update.

Earlier this year, 3CX revised the maximum number of extensions permitted under each licence tier. If your system currently exceeds the extension allowance for your licence level, a notification will be displayed after the upgrade to v20 Update 9.

Please note that this notification is informational only and does not have any technical impact on the operation of your phone system. Your existing extensions and services will continue to function as normal.

To ensure your system remains aligned with 3CX licensing requirements, please contact our team to discuss upgrading your licence to the appropriate extension level.

If you have any questions, please don't hesitate to get in touch with our team.

‍

We're Here To Help

Our team at Lightwire is ready to help you test these features and plan how to roll them out to your customers. Let us know if you’d like a demo or more information.

sales@lightwire.co

NZ: 0800 534 567  |   AU: 1300 016 678

‍