3CX V20 - Granular Control of Call Information, Presence and Call Operations

3CX V20 - Granular Control of Call Information, Presence and Call Operations

Introduction

This guide explains how you can edit a user so that their presence and calls are displayed to other members of their department. You can also edit the operations users can make during calls such as: pick up a parked call, barge-in or send to the IVR. Add or remove the right for a user to record calls and which calls these rights are applied to.

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Settings

From your Admin Console, go to Users. Click on the user you want to edit and navigate to the “View” option. From here, you can enable or disable any one of the following functions:
  • Show My Calls
  • Presence
  • Calls
  • Operations

Each function is described in more detail below.


Show My Calls

The ‘Show My Calls’ function gives you the choice to display the user’s call information to other team members. When enabled, if a user dials any number, the call information is shown to other users in their department.

Example:

User Michael has “Show My Calls” enabled and dials number 03031131313. User Thomas, who is a member of Michael’s department, will be able to see the number Michael is talking to.

If disabled, call information is NOT shown to other users. Thomas will only see that Michael is on a call.

Presence

When enabled, the ‘Presence’ function allows the user to see the status of other members in their department.

Example:

Michael has “Presence” enabled. Michael can now see the Presence status for the Sales Department.

When disabled, the user will not see any information about their department’s presence.


Calls

With the ‘Calls’ function enabled, users are able to see other users' calls who are in the same department as them.

Example:

Michael and Thomas have the “Show my Calls” option enabled. User Thomas dials out number 6464646464. Michael will see the call to number 6464646464 being made by Thomas.


If disabled and Thomas dials out a number, Michael will not be able to see the number Thomas has dialled, only that he is on a call.


Operations


The ‘Operations’ function allows users to perform certain actions to control calls using call pickup, digital receptionists and more:

  • Pickup
  • Transfer & Divert
  • Park & Unpark
  • Intercom
  • Control IVR

For Barge-in, Listen and Whisper, a user must be assigned one of these roles:

  • Manager
  • Owner
  • System Owner

Recordings

From your Admin Console, go to Users. Click any user and navigate to the “Options” menu. From here you can control an extension’s call recordings (off, external calls only, or all calls). You can also:
  • If the checkbox “Show call recording” is checked, the user’s recordings are accessible to other departments’ managers, group owners and system owners.
  • If the checkbox “Allow Deletion of recordings” is checked, the user can delete recordings
  • If the checkbox “Can start and stop recordings” is checked, the user is able to start and stop recording operations on an active call.

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