PBX

PBX basics

• How the PBX worksBuild your call flow by placing objects on the canvas, connecting them, and applying the configuration.

Receive calls

• Inbound number (DID)Bring calls to your phone numbers into the call flow and send them to the next object.
• Website widgetAdd a call button to your website so visitors can call you from the browser or request a callback.
• Internal numberGive any point in your call flow a short number that PBX users can dial or transfer calls to.

Accept, make and divert calls

• UserSet up a person on the PBX with their caller ID, devices, recordings and Webphone access.
• SIP trunkConnect a third-party PBX, provider, voice AI platform or Microsoft Teams to your call flow.
• VoicemailLet callers leave a message, kept in a mailbox, sent to email, or both.
• Call diversionSend incoming calls to one or more external numbers, such as mobiles.
• Dial tone accessCall your PBX from any phone, enter a PIN and make an outgoing call as if you were in the office.

Handling mass incoming calls

• QueueHold callers in line and keep ringing your team until someone answers.
• Queue priorityGive some callers a higher priority so they're answered first in a queue.
• Queue callbackLet callers leave their number instead of waiting, and call them back when a user is free.
• Call parkingPut a call on hold in a numbered slot so anyone on the team can pick it up.
• Ring groupRing several users at once or in turn, and send the call elsewhere if nobody answers.

Monitoring

• Queue wallboardShow live queue statistics on a web page, such as a screen on the office wall.
• Call parking wallboardShow which parking slots are busy on a live web page.

Conditions

• Voice menuPlay a menu and send callers down different paths depending on the key they press.
• Time conditionsRoute calls differently depending on the time, day, date or month, such as business hours and holidays.
• GEO routingRoute calls differently depending on where the caller is calling from.
• Contact matchRoute calls differently depending on whether the caller is saved in one of your phonebooks.
• Call flow controlSwitch calls between two routes by dialling a code or tapping a button in the Webphone.

Audio

• AnnouncementPlay a recorded message to callers before the call continues.
• Call recordingRecord every incoming call that passes this point in the call flow.
• Stop call recordingStop any recording started earlier in the call flow, for example before taking card details.

Identifiers

• Caller ID prefixAdd a label to the caller's number so users know which line or menu option a call came from.
• DTMF prefixAsk callers to key in a number, such as an account number, and show it to the user who answers.

Protection

• BlocklistReject calls from specific or anonymous numbers in one part of your call flow.
• PIN codeAsk callers for a PIN before they can continue through the call flow.

Advanced

• API requestAsk your own server where to send a call, or what label to show, while the call is in progress.
• WebhookSend call details to your own system whenever a call passes a point in the call flow.

Different

• Fax to emailReceive faxes on one of your numbers as PDF attachments by email.
• NotificationSend an SMS or email alert whenever a call passes a point in the call flow.
• ConferenceLet several callers join the same conversation, with an optional PIN and recording.
• Set caller IDReplace the caller's number with one of your own numbers before the call reaches the recipient.

Devices, phonebooks and settings

• PBX settingsSettings that apply to your whole PBX, found under Settings on the PBX tab.
• DevicesSee and manage every phone and app that makes and receives calls on your PBX.
• PhonebooksShare contact lists with your users in the Webphone and on desk phones.
• General settingsPBX-wide settings for call recording, speech-to-text, time zone, supervision PIN and TLS encryption.
• Export, import and roll back a call flowBack up your call flow, copy it to another account, or discard changes you haven't applied.
• Dial plansLet users dial local numbers without the area code.
• Music on holdChoose and upload the music callers hear while on hold.
• Pickup groupsAnswer a colleague's ringing phone from your own.
• Global blocklistBlock calls and SMS from specific or anonymous numbers across your whole PBX.