3CX PRO Edition Australia

Who PRO is for

PRO is the workhorse edition - where most Cloud Phone System Australia customers land. It’s the right fit when:

• You have a CRM (Microsoft 365, HubSpot, Salesforce, Zoho, Pipedrive, Freshdesk…) and want click-to-dial + screen-pop + auto-logging.
• You’re running queues with 5+ agents and want skills-based routing, callback options and supervisor tools.
• You want scheduled performance reports landing in your inbox every Monday.
• You want AI to transcribe and summarise voicemails automatically.
• You have hybrid or hot-desking arrangements.

What you get on PRO

CRM integration

Pre-built connectors for the major CRMs - and an open template format you can wire to anything that exposes a contact API. Standard capabilities across every integration:

• Click-to-dial from any phone number in the CRM record.
• Screen-pop the matching contact/account/ticket when a call comes in.
• Auto-log every call (with direction, duration, recording link) back to the CRM record.
• Outbound dialler integration for queues that need to chase lists.

CRMs supported out of the box include Microsoft 365 contacts, HubSpot, Salesforce, Zoho CRM, Zoho Desk, Pipedrive, Freshdesk, SugarCRM, Microsoft Dynamics 365, Bitrix24, Vtiger, ConnectWise - and many more via templates.

Advanced call queues

• Skills-based routing - match callers to the agent with the right skills/language/product knowledge.
• Priority queues - VIP callers jump the queue.
• Callback option - caller declines to wait and gets a callback when an agent is free.
• Listen-in, whisper, barge - supervisor tools for training and escalation.
• SLA alerts - automatic notifications when a queue breaches its SLA.

Real-time wallboards

Live dashboards your team can put on the office TV: queue depth, longest-waiting caller, agent state, calls answered/abandoned, SLA compliance.

Scheduled reports

Daily/weekly/monthly reports emailed to managers automatically - call volumes, agent performance, queue trends, peak-hour analysis.

AI voicemail transcription

Every voicemail is automatically transcribed by AI and includes a one-line summary. The transcript and summary land in your inbox alongside the audio file - no more dialling 13xx to listen to messages.

Call Flow Designer

Visual builder for custom IVRs, outbound dialler campaigns, voice apps that read from databases, and call-routing logic. We build these for you as part of the managed-service bundle.

Hot-desking + remote office

• Hot-desking - any extension on any handset, log in with a PIN.
• Remote-office - connect branch offices on the same 3CX without dedicated PBX hardware at each site.

Video conferencing for 100

Browser-based video conferencing for up to 100 participants per meeting - included with every user, no separate Zoom or Teams licence required.

Microsoft Teams Direct Routing

Use Teams as the calling client while 3CX handles the PBX layer behind it. Teams users get Teams; queue-managers, supervisors and contact-centre agents use 3CX. Same numbers, same routing.

Frequently asked