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3CX v20 Admin Console | ACC Telecom

In addition to a new softphone, 3CX v20 also includes an entirely new management console called ‘Admin Console.’  v20 combines the management console and web client into one portal with one URL, so all functionality is now under one client.  The Admin console has been revamped and modernized with a new framework, and many of the advanced features now offer much easier configuration methods.

Efficiency Updates

The new Admin console is faster and more secure than it’s predecessor with faster backups and restores, and the removal of “invisible” root and hosting admins that had no audit logs and could become a security issue in the future as old framework begins to age out.



The addition of Two Factor Authentication (2FA) provides another layer of credential security for the 3CX client. Single Sign On (SSO) has been enhanced and is now easier to deploy in Microsoft and Google.


One URL for Admin/Web Client & Secure FQDN Everywhere

With the client and management console merged into one site, 3CX now has one easy-to-remember FQDN for users and admins.


Before v20:

New with v20:

Users have the ability to set their own password, enable 2FA, or utilize SSO.  This reduces the reliance on the welcome email altogether.

  • Must set a “system owner” for access
  • Can lock down IP address on the Admin side of the console, without impacting the web client IP address.


[New Feature] Departments

A big change to v20 is the new Departments feature.  Departments will replace Groups in the 3CX, and in Windows Active Directory these departments will be called Organizational Units.  Departments are now much more granular– offering their own office hours, holidays, time zones, and language settings, while reducing the need for Call Flow Designer (CFD).  In the near future they will also have their own phonebook and CRM configuration amongst other features.

Departments also have a large role in overall security.  By using ‘roles,’ Admins can set permissions for their specific department so only the ‘Sales Admin,’ for example, would be able to manage the Sales department’s IVR system.  Additionally, it is recommended to use the ‘restricted view,’ so certain personnel can only see and maintain their own departments.

Admins can make users, extensions, or a sip trunk as a member of a group; however, by default, trunks are system-wide. Grouping is now configured at the department level, not at the SIP trunk level, and the ‘Default Department’ will override individuals in other departments.  Because of this, it is recommended to keep one user in a single group, not multiple groups.

Each Department has their own–

  • Office hours
    • Office hours per Department, not global
    • Extensions, queues, etc. inherit from Departments
    • Queues, IVR, & ring groups can set different destinations for holidays, breaks & closures.
  • Holidays
  • Time zones
  • Management of users, IVRs, SIP trunks
  • Destinations
    • Set different destinations for holiday, breaks, closures in IVR, queues & ring groups