3CX Windows Softphone Beta: New Call Management Tools
Posted on November 14th, 2024 by Thomas Borg, Product Manager, 3CX
Easier call handling and improved contact management with the latest Beta release.
Following the September release, this latest update brings new useful features and improvements to the Windows Softphone - contact integration with M365 and CRM, in-app call controls, abandoned call tracking and temporary status settings - helping users manage calls and contacts more easily. Available now to Beta members. Read on to learn more!
Add M365, CRM, Personal or Company Contacts
Saving new contacts is now more flexible with options to categorize them as Personal, Company, CRM, or M365 contacts:
Easy Contact Creation: While on a call, click ‘Add Contact’ in the dialer, which opens a form with the number already filled in.
Choose Contact Type: You can save contacts as Personal, Company, CRM, or M365 types. CRM and M365 options appear if these integrations are set up in your PBX. Company contacts are available based on permissions.
Open Contact URL for CRM
For those using CRM integration, there’s now an option to automatically open contact pages when answering calls:
Automatic CRM Links: In Integration settings, check the CRM box and enable Open Contact URL for Server Side CRM Integration. When this is on, a browser window will automatically open to the contact’s CRM profile after answering, removing the need to navigate manually.
Call Operations: Manage Team Calls from the Teams Tab
Users with the right permissions can now control team calls directly from the Teams page:
Quick Actions: When a team member is on a call, right-click their extension, hover over to Operations to access options like:
Barge In
Listen
Whisper
Transfer
Park
Record
Monitor
Drop the Call
See Current Calls: The Teams page also shows the extension or number your team members are speaking with, allowing receptionists or supervisors to make faster decisions.
Abandoned Calls: Track and Manage Missed Queue Calls
Agents handling queue calls can now keep track of abandoned calls directly from the Recents tab:
‘Abandoned’ Filter: Find abandoned calls quickly with this new filter, similar to the Web Client.
Status Options: Mark calls as ‘Not dealt,’ ‘Dealing’ or ‘Mark as dealt with’ and sync these statuses across Web Client extensions.
Quick Actions: Right-click on abandoned calls to access options like Add to Contact, Call Back, or Chat. The Queue name is also shown in the incoming call notifications for better context.
Temporary Status Settings & Custom Call Forwarding Rules
The Set Status Temporarily option lets you schedule status changes so you don’t have to remember to switch back. To set it up, follow these steps:
Click on your avatar in the top left corner.
Choose Set Status Temporarily and set your status change and duration.
The Softphone also allows you to set up how calls are forwarded based upon your current status. Under Configure > Call forwarding in your profile, you can set different rules for internal and external calls based on your status. This gives you control over how calls are handled when you’re away or busy.
Join the BETA Program
If you haven't done so already, join our BETA program to get early access to new versions and test new features.
You need to enter a Microsoft registered email address. If you don’t have a registered account you can create one or sync a Gmail account here.
Submit this form.
Upon submission allow up to 48 hours for your request to be processed.
After 48 hours login to the Microsoft Store using the email provided in the form.
When you’ve joined the program, you will see an 'Update' button in the 3CX listing in the Microsoft Store whenever a BETA is available.
Click on ‘Update’ to install the BETA.
For instructions on how to install and provision the 3CX Windows Softphone app refer to our User Manual.
View the complete Change Log.
Head over to the dedicated Windows Softphone Forum to let us know what you think.
By Thomas Borg|November 14th, 2024|0 Comments
Comments