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April 9, 2019

New Relay / New Architecture

Matthew Orr Leave a Comment
  With the release of 3CX version 16, a ton of changes were made to the 3CX Call Control API. One of the biggest changes was the removal of most of the multi-tenant features held over from earlier versions of 3CX. But they have removed a large number of other methods our tools use. After looking at all the changes that would be required to get our current Relay to work with the new API,
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February 8, 2019

AutoTask, ConnectWise, Zendesk EOL

Matthew Orr Leave a Comment
  When we started building tools for 3CX we were strongly urged by 3CX to focus on and build CRM plugins, which we did with considerable investment in both dollars and effort. Our CRM Plugins to this day far exceed the capabilities of the 3CX provided plugins. However, it’s clear that in spite of what 3CX is saying publically, 3CX Phone for Windows (and the associated plugins) is going to go away. And that means
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February 8, 2019

3CX V16 Call Flow Designer

Matthew Orr Leave a Comment
  I received some really good news today from 3CX. Initially when 3CX V16 was first announced we were told the Call Flow Designer (CFD) would no longer be included. In its place, we would write code using some type of scripting language… no more CFD. A month or so later we were told that the CFD would be released for V16 around the Service Pack 1 timeframe (That’s still the estimated release timeframe), but
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January 9, 2019

Linux Progress! Want to be a beta tester?

Matthew Orr Leave a Comment
Yesterday we had our first Alpha install of our new Linux relay at a customer site. I was pretty pleased with the results because the Relay worked flawlessly. Our new Linux Relay is written in C# (.Net Core — same as 3CX).  It doesn’t require any special SDKs or .Net installs because our Relay is “self-contained” (for those of you who know what that means in the .Net Core world).  Essentially, you copy the files
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December 5, 2018

Ending support for older versions of 3CX

Matthew Orr Leave a Comment
    3CX has effectively made it necessary for all 3CX customers to upgrade to 3CX 15.5 SP6. While it is “possible” to continue to run older versions of 3CX, the risk of doing so makes it infeasible for a production environment. For those who have not heard, 3CX had to make changes to their activation servers (for security reasons). The changes mean that you can no longer activate 3CX servers older than V15.5 SP6.
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October 24, 2018

Recording Manager: New Feature — Record only inbound external calls

Matthew Orr Leave a Comment
  We were asked by a call center customer if Recording Manager could be configured to only record inbound external calls.  The answer now is “yes”.  While 3CX may still record all the calls, behind the scenes, Recording Manager can delete any recordings made of calls that are not inbound external calls. In large 3CX deployments, storage can quickly be consumed by recordings.  This feature deletes unwanted recordings in real-time.  This is different from a
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October 9, 2018

Voicemail Manager: New feature — choose who to transcribe!

Matthew Orr Leave a Comment
  It’s no longer a all-or-nothing choice! The cost of transcribing voicemails is very reasonable.  Even so, in very large organizations a tiny cost can add up over time.  Having the ability to choose which extensions are transcribed is an important feature.  Perhaps you only want to transcribe the CEO’s or selected managers’ voicemails.  The latest release of Voicemail Manager allows you to selectively choose which extensions are transcribed.  It’s no longer an all-or-nothing choice!  
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October 9, 2018

VoIPTools Wallboard: New queue views!

Matthew Orr Leave a Comment
  Leader Board In the coming days, we will be releasing an update to our existing wallboard to include some additional views.  Our original wallboard view is a “Leader Board” that displays agent activity with the most productive agents listed at the top of the list while less productive agents fall toward the bottom.  It’s a great tool for motivating staff to be productive by introducing some gamification elements to the work environment while allowing managers
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September 6, 2018

Linux Update and a new REST API

Matthew Orr Leave a Comment
Linux Relay Development Sometimes progress seems to happen at a snail’s pace, and at other times progress is breathtaking. Our Linux development efforts started out slow, but recently the pace has quickened and I’m truly excited to watch our progress unfold. Hang on, things are about to get a little crazy at VoIPTools (if it hasn’t already been crazy here for the last year or more). As one of the lead programmers here at VoIPTools
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August 6, 2018

New feature: 3CX Robo Dialer:
Adding and stripping digits

Matthew Orr Leave a Comment
  Keeping track of phone calls in the 3CX Call Control API is a messy business. It’s been particularly challenging getting our dialer to work in all environments. One of the challenges was making outbound calls, getting the resulting unique 3CX call ID, playing the correct prompt, and then transferring the call. The complexity of this process was compounded by the need to control the outbound caller ID, and handling the prepending and stripping of
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