The latest update to the 3CX Call Flow Designer (CFD), designed for 3CX V20, introduces significant improvements and key fixes. The enhanced DateTime component now enables advanced time-based call routing, allowing businesses to streamline call handling based on office hours, holidays, and custom schedules. Additional updates include build output enhancements, bug fixes, and optimizations to improve call automation. Read on for further details.
Automated Call Routing with 3CX Call Flow Designer
The V20 3CX Call Flow Designer allows businesses to automate call handling, ensuring customers are directed to the right destination efficiently. Calls can be routed based on time, caller input, or business rules, reducing agent workload and minimizing call transfers. Features include prioritizing VIP customers, scheduling callbacks, and implementing authentication measures for security—all without requiring coding knowledge.
CFD also facilitates workflow automation, CRM and ERP integration, AI-driven routing, VIP handling, and self-service options. This reduces customer churn, cuts costs through automation, and enhances overall business communication with tailored solutions that boost efficiency and customer satisfaction.
Enhanced for V20 – Time-Based Routing with the DateTime Component
The improved DateTime component provides fine-grained control over call routing based on time-specific criteria, ensuring calls are handled appropriately according to business schedules.
How the DateTime Component Works
The DateTime component uses two key criteria for call routing:
- DID Filter: Determines which incoming phone numbers (DIDs) the rule applies to.
- AllDIDs – Allows calls from any DID.
- AllDIDsWithExceptions – Allows calls from all DIDs except those specified in the filter list.
- SpecificDIDs – Allows calls only from specified DIDs.
- Date and Time Conditions: Defines the time-based rules for call handling.
- Day of Week: Specify particular weekdays and time ranges.
- Specific Day: Set call handling rules for specific dates.
- Date Range: Configure time periods like seasonal shutdowns.
- 3CX Office Hours: Routes calls according to defined office hours.
- 3CX Out of Office Hours: Handles calls when outside office hours.
- 3CX Holidays: Follows holiday-specific call routing settings.
DateTime Conditions Collection Editor
Multiple date conditions can be configured in the DateTime Conditions Collection Editor. If one condition evaluates as true, the entire condition is considered true. Additionally, the “From” and “To” fields are inclusive ranges. For example, if the time range is set from 08:00 to 15:00, the configuration should be set from 08:00 to 14:59.
Routing decisions are processed from left to right. If two conditions evaluate as true, only the first valid condition will be executed. Branches can be reordered using drag-and-drop functionality or right-click options.
Running the CFD App on 3CX
Once the CFD app is built and uploaded, it can be configured to run under the following scenarios:
- Upon receiving a call on a trunk
- When a user dials a dial code
- When a specific DID is called
Additionally, if a department is selected, the DateTime component will follow that department’s configured hours. If no department is specified and “System Wide” is selected, it will default to the main office hours.
Build Output Enhancements
Users can now easily download generated C# script files and WAV files during the build process and paste them directly into the Call Script Editor via the Admin Console.
Other Fixes and Improvements
- Updated installer & dependencies
- Enabled installation on newer Windows 11 versions
- Allowed seamless installation over previous versions
- Fixed help links
- Updated CFD compiler for all components using DI scope
- Resolved compilation output issues for user-defined components
- Improved Database Access component with additional parameters and validation
- Fixed flickering issue during app build
- Added a dependency for custom user components
Important Notes
- 3CX V20 Required: This updated CFD version is designed exclusively for 3CX V20 and is not compatible with older versions.
These updates ensure that 3CX Call Flow Designer remains a powerful tool for automating and optimizing business communication. Upgrade today to take full advantage of these enhancements!
