A caller rings your support line and explains the problem in a language nobody in the office speaks. On an iPhone running the new 3CX app, you can follow along in live captions and reply in your own language.
Version 5.8 of the 3CX app for iPhone also lets you sort out a busy queue from wherever you are, ring back callers who gave up waiting and choose which number your customers see.
Available now
App Store
Needs
Update 10
What you need to do
Update the app
Talking to callers in their own language
On supported iPhones, 3CX calls can use Apple's Live Translation. It shows translated captions for both people on a one-to-one call and, if you switch it on, plays the translated speech back to you. The translation happens on the iPhone itself, using Apple's on-device models.
That means fewer callers put on hold while someone hunts for a colleague who speaks their language, and more problems sorted on the first call.
Example
A customer calls about a delivery and explains it in Spanish. Instead of asking them to ring back later, you read the captions, answer in English and they hear and read your reply in Spanish.
To use it, you need iOS 26 or later, an iPhone that supports Apple Intelligence with it switched on, a supported pair of languages and a one-to-one call. It won't work on conference calls.
Clearing a busy queue from your phone
A call queue holds callers in line until the next person is free. The app now shows every queue you're part of and which people are logged in to take calls. If you have permission to manage the queue, you can log people in or out one at a time, or the whole team at once.
So if you're out at a client meeting when the lunchtime rush hits, you don't need to ring the office and hope someone's at a desk. You open the app, log two more people in and watch the queue clear. When it quietens down, you log them back out.
Ringing back the callers who gave up
When someone hangs up before their queue call is answered, it now shows in Recents under a new Abandoned filter. You can see who called, which queue they were in and when they rang off.
The caller hasn't gone anywhere yet. If someone on your team rings them back quickly, they're far less likely to try the next business in their search results.
Choosing the number your customer sees
If you have more than one number on your extension, a Call using option now lets you pick which one to call from, or stick with your normal outbound number.
Someone covering your Nottingham and Ipswich offices can ring a Nottingham customer back from the Nottingham number, so they see a local number they recognise. A support agent can call out on the helpdesk line, so when the customer rings back, the call goes to the support team rather than one person's extension.
This one has to be switched on in the admin settings before your team can use it. We won't turn it on without checking with you first.
Getting the new features on your iPhone
Version 5.8 is in the App Store now. The queue, abandoned call and caller ID features need your phone system to be on 3CX V20 Update 10. Until your system is updated, the app will work as it does today.
If we look after your system, we'll move it to Update 10 for you once the final release is ready, and we'll let you know before we do. You can read more about what happens when your system moves to Update 10. The Android app has the same queue and caller ID features, which we've covered in what the new 3CX Android app does.
Talking to us about the iPhone app
If you'd like to know which of these features are worth switching on for your team, we're happy to go through them with you.