Guide To Upgrade Your PBX To 3CX V20

Upgrading your 3CX phone system to version 20 is crucial in enhancing your communication infrastructure. This blog provides a comprehensive guide to ensure a smooth transition, detailing the prerequisites, configuration steps, and best practices for self-hosted and on-premise installations.

Whether you are a seasoned administrator or new to 3CX, following these steps will help you optimize your system's performance and take full advantage of the latest features. Let's dive into the essential steps for a successful upgrade!

Prerequisites

• Ensure your system has 2 GB of RAM and 2 vCPUs.
• Verify that Split DNS is configured. Refer to the guide on configuring Split DNS.

Step 1 – Assign a System Owner

• The System Owner account will be utilized to log into the Admin Console.
• Confirm that the System Owner extension has an assigned email address.
• The email must not be associated with other extensions.
• Consult the guide on assigning your 3CX System Owner.

Step 2 – Verify System & Network Requirements

• For self-hosted setups, ensure you have 2 GB of RAM and 2 vCPUs.
• 3CX v20 is validated only on supported cloud providers.
• For on-premise installations, confirm that Split DNS is configured.
• Refer to the guide on configuring Split DNS.
• Before upgrading, validate your license status using the 3CX Phone System License Configurator to ensure compatibility with V20.

Step 3 – Allocate Queues/IVR/RG to Departments

• Assign your Queues, IVR, and Ring Groups to the appropriate department.
• If departments are not being utilized, copy them to the DEFAULT department.

Step 4 – Configure Department Office Hours

• Previous global office hours (including holidays and breaks) will be copied to each department.
• Set up office hours and holidays for each department.
• Define the destination for in-office, out-of-office, and break statuses for each system extension (note that department hours will apply instead of global office hours).
• Refer to the guide for configuring office hours.
• All calls will initially be treated as in-office until configured otherwise.

Step 5 – Review User Rights

• Customization of roles is not available in v20.
• All rights will revert to the default settings for the assigned user role.
• Consult the explanation of user access roles.

Step 6 – Set Call Visibility

• Users will only see calls within their department.
• To grant visibility to calls from other departments, navigate to the user node in the Admin Console, select the user, and adjust the "View" settings to include the desired department.

Step 7 – Explore the New Windows Softphone

• The new Windows Softphone replaces the Desktop App (formerly known as the Electron App).
• It can be deployed with v18.
• Download it from the Windows Store or utilize the PWA (Native Web App for Chrome/Edge).

Hosted, Self-Hosted, or On-Premise

• Access the V18 Management Console.
• As a precaution, perform a full configuration backup via Backup and Restore.
• Save your backup externally.
• Select "Upgrade" in the top right corner.
• Confirm the upgrade.
• You will receive an email notification once the OS and PBX upgrade is complete.

For a secure, scalable deployment, host your PBX on a Cloud Phone System Canada (10 Extensions) package to ensure 99.99% uptime.

Note: Before the update, ensure a system owner is designated. The system owner's email must be unique and not linked to other extensions, as it will be required for login post-V20 upgrade.

Deploy Linux via ISO

• Log into the Management Console.
• Execute a full configuration backup through Backup and Restore.
• Save the backup externally.
• Uninstall 3CX V18.
• Install 3CX V20 using the provided .iso file.
• Upload and restore your backup.

Deploy Windows via Installer

• Log into the Management Console.
• Perform a complete configuration backup through Backup and Restore.
• Save the backup externally.
• Uninstall 3CX V18.
• Install 3CX V20 using the executable. Refer to the installation guide.
• Upload and restore your backup.

Note: Ensure a system owner is set in the system before backing up. The system owner's email must be unique and not assigned to other extensions for post-V20 upgrade login.

Expired License Keys

If your license is still within the grace period, you may renew your maintenance. Contact your 3CX Partner or the 3CX Customer Service Team for further assistance.