Skip to main content
The common use is onboarding and offboarding: when a new starter ticket comes in, the agent creates the user on the client’s 3CX with the next free extension in the right department and sends their welcome email; when a leaver ticket comes in, it finds the leaver by email and disables or deletes their extension, as your instructions say.
Automatically enabled when you configure 3CX permissions in your agent workflow. 3CX is connected per client, so the agent calls the PBX of the company it works on.

​
What it does

  • Find users by email, extension number or name, with their departments and roles
  • Create, change, disable and delete users and their extensions, and send their welcome email
  • Read and change departments, queues, ring groups, digital receptionists, inbound and outbound rules, parking, holidays and office hours
  • Read desk phones and their registration, and reboot or reprovision a phone
  • Read and change the company and personal phone books
  • See calls in progress, place a call from a user’s phone and end a call
  • Read call and chat history and every report’s data
  • Read and change recordings and voicemail settings, trunks, integrations and system settings
Neo does not return files, such as a recording, a greeting or a report as a download: the agent reads the same records with the list or report data calls. Neo does not read access tokens, API keys or provisioning links: the agent sends a new user their welcome email instead. Neo replaces passwords, PINs, keys, tokens, one-time tickets, provisioning links, meeting join links and a backup’s download link in every 3CX answer, so the agent never reads one. So is the value of a setting whose name says it is a credential (a parameter such as SMTP_PASSWORD), and every value of a CRM integration’s settings, since 3CX does not mark which of them are passwords or tokens. A write that sends Neo’s placeholder back is refused, so 3CX keeps the value it has, and a filter, sort or search on such a field is refused too.

​
Roles

A user’s role in a department (user, receptionist, manager, department admin or owner, system admin or owner) is set in the user’s own record. A write that gives a user, a department or an API client any role other than user, or any other right, needs the Roles & Admin Rights group at Read / Write as well, and asks a technician when that group asks. An agent can ask 3CX for related records in one read, such as a user’s departments with the user. Each related record needs its own permission group: a user’s desk phones need Phones & Devices, and a call flow app’s trunk needs Trunks. The same holds for a filter or a sort on a related record, such as users filtered by their desk phone’s MAC address.

​
Permission groups

​
Access profiles

Read Only, Helpdesk and IT Admin keep Recordings & Voicemail off. Turn it on by hand for an agent that needs it.

​
Safety Controls

These changes always ask a technician, whatever the agent’s settings:
  • Restoring a backup, which replaces the PBX’s whole configuration
  • Deleting a department, which deletes a company on the PBX with the extensions, queues and rules in it
  • Deleting every record of a kind at once: purging logs, calls, chats, faxes, local backups, recordings, every user’s voicemail, outbound rules, or every contact of a type
  • Any write that stores a password, PIN, key or token