V20 vs V18: What’s new?

3CX Version 20 has now been released and you can upgrade for free – TODAY!

Boasting exciting new features, V20 is the future of 3CX

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Enhanced security: EDR monitoring, 2FA in place for non-SSO installations, 24/7 off-site monitoring for all round protection and the power of Debian 12 on Linux-based devices. Functioning on a zero-trust policy, V20 outshines V18 in the safety department.

The Rewritten SIP Call Manager allows you to target busy agents, improve call control, include external numbers in group calls and even improves upon parking and conference calls – thanks to the internal API.

A new Windows softphone that runs alongside your organisation’s web client. Easily launched from the Windows store, it allows for separate updates from the main  3CX build , as well as extra security due to Microsoft approval. With this new tool, Electron-based desktop apps can be phased out for this more efficient software.

A new Admin Console replaces the management console, allowing users to switch to the new admin console directly from 3CX – no need for a spare login.

3CX’s developments in AI give V20 the ability to transcript, analyse and report on calls, a promise of new AI-infused features arriving in future development.

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What to consider before your upgrade: do you meet the requirements?

V20 requires AT MINIMUM 2x vCPUs, 2GB of memory and 2GB of disk space, or it will not work. 
A system owner is MANDATORY for the V20 upgrade, and you will not be able to progress without one.

Inbound Rules that don’t point directly to a user, ring group, queue, or digital receptionist (e.g. voicemail boxes) will not be maintained when moving to V20.

If installed on prem, check if split DNS is configured – V20 cannot be installed without this setting.

The V20 system does not support STUN positioning of remote phones.

Inbound rules from V18 are no longer available on V20, and any existing inbound rules will be transformed using a new method: attaching DDI directly to RG/DR/Q/EXT.

Permissions have been replaced with ‘Roles’ that combine rights and permissions together, so post-update privileges like Call Pickup should be audited to the correct ‘Roles’ again.

To find recordings of calls, you will now have to search by date, rather than hour of day. Hour of day searching is officially unavailable on V20.

INBOUND RULES that route calls to destinations other than to an EXTENSION, QUEUE, RING GROUP OR IVR will be lost.

E.g. If you have any INBOUND RULES that direct calls to VOICEMAIL BOX FOR EXTENSION or FORWARD TO OUTSIDE NUMBER will be lost.

All scheduled reports must be run at the same time of day and not all report types / filters (including by hour) are available in V20.

Accurate as of Version 20.0 Update 3 (Build 806 Release)