1. The "Blind" vs. "Attended" Transfer

This is the #1 cause of dropped calls. Every user should know the difference:

• Blind Transfer: Sends the caller straight to the recipient. If they don't answer, the caller goes to their voicemail.

  • Best for: Quick "Put me through to Steve" requests.

• Attended (Announced) Transfer: You speak to the colleague first ("Hey Steve, I have Jane on the line"), then hit transfer again to connect them.

  • Best for: Professionalism. If Steve says "I'm busy," you can take the call back.

2. Desktop & Mobile App Synergy

Many users don't realize the 3CX apps are mirrors of each other.

• QR Code Login: To set up a smartphone, you don't need a password. Just click your avatar in the Web Client/Desktop App and scan the QR code with your phone camera inside the 3CX app.

• Status Schedules: Users can automate their day. In Settings > Greetings, they can set "Switch to Away at 5:00 PM." No more manual switching!

3. Web Client "Drag & Drop"

For receptionists or heavy users, the 3CX Web Client is a game-changer:

• Active Calls: You can literally drag an active call onto a colleague's name in the "Team" view to transfer it instantly.

• Right-Click Menu: Right-clicking a colleague’s name allows you to:

  • Leave a Voicemail directly.

  • Start a Chat.

  • Start a Video Call.

  • Intercom (Page) them.

4. Understanding "Status" Rules

The "Away" or "DND" status isn't just a label; it changes how the phone behaves. Users should know that:

• DND (Do Not Disturb): By default, this sends all calls immediately to voicemail.

• Lunch/Business Trip: These can be customized to forward calls to a mobile phone instead of a desk extension.

5. Record Calls on the Fly

If enabled by the admin, users can record calls by clicking the Record button in the app.

• Note: Recordings are usually emailed to the user or stored in the "Recordings" tab of the Web Client. Users should be reminded of local "Two-Party Consent" laws!

6. The "Company Directory" vs. "Personal Contacts"

• Company: Synced from the office server. Everyone sees these.

• Personal: Synced from the user's Microsoft 365 or Google account (if integrated).

• CRM Integration: If your 3CX is linked to a CRM (like Salesforce or HubSpot), callers' names will pop up on the screen automatically—no more asking "Who am I speaking with?"

???? User "Golden Rule"

"If you’re leaving your desk, change your status. If you don't, the caller waits for 20 seconds of ringing before hitting your voicemail. If you’re in 'Away' mode, they go to voicemail instantly, saving them time."