New Call Flow Designer (20.2.84) brings key fixes and improvements.

The updated Call Flow Designer – adapted for 3CX V20 – brings an enhanced DateTime component. This allows you to create advanced time-based call flows based on office hours, holidays and custom schedules. The update also includes build output enhancements, bug fixes and optimizations to improve call automation. Read on for more details.

Automated Call Routing with 3CX Call Flow Designer

With the V20 3CX Call Flow Designer, businesses can automate call handling and ensure customers reach the right destination without delays. Calls are routed based on time, caller input or business rules, reducing agent workload and minimizing call transfers. VIP customers can be prioritized, callbacks scheduled and authentication added for security – all without coding.

CFD also streamlines workflows, integrates with CRMs and ERPs – and supports AI-driven routing, VIP handling and self-service. This reduces customer churn, cuts costs through automation and future-proofs business communications by providing tailored solutions that enhance efficiency and customer satisfaction.

Enhanced for V20 – Time-Based Routing with the DateTime Component

The DateTime component allows you to create sophisticated call routing rules based on the time of day, day of the week, specific dates or even holidays. This gives you fine-grained control over how calls are handled, ensuring they reach the right destination at the right time.

How the DateTime Component Works

The DateTime component uses two main criteria to determine call routing:

DID Filter: This allows you to specify which incoming phone numbers (DIDs) the rule should apply to. You can choose from:

  • AllDIDs: It allows calls to any DID
  • AllDIDsWithExceptions: It allows calls to all DID’s except those specified in the DID Filter List. The DID’s should be separated by commas for example DID,DID,
  • SpecificDIDs: It allows calls only to the DIDs specified in the DID Filter List. The DID’s should be separated by commas – for example DID,DID,

Date and Time Conditions: This is where you define the time-based rules. You can choose from various options:

  • Day of Week: Specific week days and time ranges can be configured i.e. Mon-Wed from 09:00 to 11:00
  • Specific Day: Specific date and time can be selected i.e. office is closed for half day
  • Date Range: Specific time range and date range i.e. Summer shutdown
  • 3CX Office Hours: This branch is executed when the 3CX Office hours are matched
  • 3CX Out of Office Hours: This branch is executed when the 3CX Out of Office hours are matched
  • 3CX Holidays: This branch is executed when holidays in the 3CX Phone system are matched

Date Time Conditions Collection Editor

The date and time conditions are configured using the Date Time conditions collection editor.
In the Date Time conditions collection editor more than one date condition can be added as per the below screenshot. Keep in mind that when one row is evaluated to true, then the whole date and time condition evaluates to true.

In addition to the above, From and To fields are an inclusive range. This means if you want to configure a time from 08:00 to 15:00 the fields have to be set from 08:00 to 14:59. In order for a Date and Time branch to be invoked, both the DID and the date and time conditions must be evaluated to true. Branches are evaluated from left to right. The branches can be moved left and right by right clicking on a branch and selecting Move Right/Move Left or by dragging and dropping the branch to the desired position. When there are two branches that evaluate to true, then only the first branch will be executed.

Running the CFD App on 3CX

Once you build your app and you upload this to the phone system the following options are available under the General section of the CFD app.

Run this script:

  • Upon receiving a call on a trunk
  • When a user dials a dial code
  • When this DID is called

Department:

  • A specific department can be selected when the CFD app is set to run this script when a user dials a dial code or when this DID is called

When a user dials a dial code / When this DID is called gives the ability to select a department for the CFD app. Thus when the DateTime component is configured with conditions as listed below – the CFD app will follow the specific hours of the department.

  • 3CX Office Hours
  • 3CX Out of Office Hours
  • 3CX Holidays

In case a department is not selected, but the option System Wide is selected, then the DateTime component will follow the default department’s office hours. The same applies if the option is to run the script upon receiving a call on a trunk.

Build Output Enhancements

Easily download Generated C# script files and WAV files during the build process and directly paste to the Call Script Editor via the Admin Console.

Other Fixes

  • Update installer & dependencies
  • Allowed newer Windows 11 OS to be installed
  • Install over is allowed within newer versions
  • Fixed help links
  • Updated CFD compiler for all components to generate code using DI scope
  • Fixed issue with the compilation output for user defined components
  • Added parameters to Database Access component. Adjusted component, configuration dialog and compiler
  • The Database Access component now shows an error in designer and during app build when the SqlStatement is set to an expression containing variables
  • Fixed flickering issue during app build
  • Added one more dependency to custom user component

Important Notes

  • 3CX V20 Required: This updated CFD is designed exclusively for 3CX V20 and is not compatible with older versions

Download and Resources