Omnichannel vitual PBX...
In addition to receiving and managing calls, you can integrate Whatsapp, your web chat, call and video call buttons… Discover the best tool for internal and external communication by voice, chat and video.
...with all the functionalities...
...Using any device anywhere
You virtual PBX with... Everything
Choose the best communication tools to reach your customers
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Add value to your communication systems by adding features to your PBX
Integrate your virtual PBX phone system with your CRM tool to centralize your company and customer data.
Pay with card
Manage payments through your virtual PBX thanks to the secure PCI-certified telephone card payment system
Add contact center agents
Manage your customer service with our Call Center Software to assist your customers quickly and efficiently.
Control Office Hours
The PBX allows you to control and manage your employees’ schedules and obtain reports to comply with current legislation.
Google Data Studio
Create advanced, personalized interactive reports to analyze and audit your communications in the easiest way.
Atificial Intelligence (AI)
Implement Artificial Intelligence to generate value in the management of your communications and optimize resources.
Discover the internal communication tools of your virtual PBX
Talk to any employee, no matter what country they are in. With just one click, you will have unlimited internal business calls, with HD quality and total reliability.
Strengthen your company’s internal communication with a corporate chat. Users will be able to chat, create groups, mailing lists, and more. All messages are encrypted.
Make immediate video conferences with any member of your company. Start video conferences without any installations, from any location and any device, all in HD.
Custom main greetings
Our customized main greetings are informative messages that are heard by callers when they first initially call. They help direct the caller by listing different options based on what they’re looking for. If the caller is making the call outside of business hours, the hours of operation will be listed and different options will guide the caller. Full PBX settings always contain at least four greetings:
This is a welcome message that informs the caller about the company they are calling. For example, “You have reached Fonvirtual.” Depending on the PBX setting, this initial message might need a following step. It may need to guide callers through the different alternatives, such as “If you wish to speak with the accounting department, press 1. For HR, press 2.”
As a second option, it is always good to add another message that informs callers when all the current phone lines are busy. This allows the caller to decide whether he or she wants to leave a message or try again later.
For calls made after hours of operation, we recommend including the hours of operation so they know when to call back. For example, “Our customer service hours are from 7 am to 12 pm and from 3 pm to 5 pm.” You may also want to include the option to leave a voicemail message so you can call them back later.
Lastly, it is also recommended to add a message with holiday hours of operations or office closures to specify when the office will reopen. For example, “Our offices will remain closed today due to the holidays and will reopen again next Wednesday.”
Fonvirtual can set main greetings in TTS (text to speech). Customers with Premium and upgraded subscriptions may include their own messages and human-voice recordings. Fonvirtual will then configure them in your PBX settings.
When an incoming call enters the PBX system, you may need to transfer that call to another extension without wanting to end the call. With call transferring, the initial extension can now transfer the call to a different extension and will now be available to answer other calls. The Fonvirtual virtual PBX offers two types of Call Transfers:
When an incoming call is received, the person who answers it will be able to communicate to other extensions at the same time. That way, they may ask the other person if they are available to answer the call while the caller is placed on hold. The idea is to consult the person who is going to receive the transfer first if they want to accept the call or not. With this feature, you have the choice to either transfer the call to the second line or continue the call now.
This type of call transfer directly routes the call to another extension, without any previous consultation.
For more information about Call Transferring, please send us an email at firstname.lastname@example.org
WebRTC telephony uses an Opus audio codec that is commonly used to play music with very high quality sound. This codec is capable of operating optimally at a wide range of transmission speeds, from 6 kb/s to 510 kb/s and a sampling rate of 8 to 48 kHz. This means that the quality of communication will be optimal with any medium-stable communication. In other words: this codec can move its signal from bitrate narrowband speech to HD stereo sound using the highest quality available.
At a more technical level, a real-time audio codec can be broken into two levels:
- Linear Prediction (LP) and Code Excited Linear Prediction (CELP), to encode low frequency sound
- Modified Discrete Cosine Transform (MDCT) to encode music and speech frequencies with higher frequencies
The Opus codec can actively work using both, allowing it to operate over a wider range and achieve better sound quality. Furthermore, the codec can operate with a fixed but also variable bit rate.
It’s clear that the highest level of optimization of this codec will occur in internal communications between extensions and agents, which is also the case with video conferencing. However, we are progressively moving towards the Opus codec having a greater global relevance.
The only thing the caller has to do is press the number that corresponds to what they are calling for. Thanks to IVR, in most cases, we ensure that the call will be answered by the most adequate person first, based on the reason for the call.
There are many ways to divide a particular call. For example, we can direct the call based on department or by language options. For example, “For English, press 1. Para Español, pulse 2,” or by area: “For our New York office, press 1. For our L.A office, press 2.”
Besides it’s many different uses, IVR can also provide a larger company image.
Call queuing is very useful to companies that may have several incoming calls at the same time. Callers may typically have to wait for a few minutes before their call is answered. In order to avoid callers instantly hanging up the phone, the caller will go into a call queue where they may listen to music while they’re on hold until one of the extensions is no longer busy.
Be aware that callers won’t stay on hold forever. However, having a client on hold helps you win some extra time to finish answering other calls. Plus, having callers on hold helps create an exclusive company image by letting clients know that many people are wanting to contact your company and ask about your excellent services.
All of our clients have access to their data by simply entering a username and password. By logging in, you will be able to see statistical reports on your call information.
This isn’t just a basic list of incoming calls. Our platform allows you to filter information based on what you’re looking for. With this feature, your search results will generate a report based on all kinds of searchable information, such as specific time frames, call duration, or the origin of each call.
With so many possibilities, your reports will allow you to visualize what areas your company may need to improve on.
For example, if you have an IVR setting, you will be able to see which numbered option is selected the most by your callers, who answers these calls the most or which department has been missing the most calls.
Because of the versatility in data collected through our virtual phone numbers, these statistical reports can be used for launching marketing campaigns or for knowing how many additional virtual numbers should be added to your network in order to grow your business. For more information about our virtual phone numbers, visit the virtual phone number section of our website.
Call recordings are only available for 1 month. After that, they will be permanently deleted from your account. If you would like to keep a copy, you may download them periodically. You can also extend this limited time period by registering for an additional FTP (File Transfer Protocol) service.
For more information about call recording and their legal aspects, please send us an email at email@example.com
For moments in which you are unable to answer the call, either because you are unavailable, busy or the call was made during after hours, it is crucial to set up a voicemail.
Voicemail gives callers the opportunity to leave a message expressing the reason for their call. With the Fonvirtual voicemail you will immediately receive an email along the lines of “The phone number 64x, xxx, xxxx has tried to contact you at 14:43.” You will also receive a copy of the voicemail message in an .mp3 format attached to the email.
This feature ensures that you will never miss a call again.
Therefore, unlike traditional IP telephony, this problem does not exist with WebRTC. Because there is no need to install any software, you can communicate directly from any web browser. Your software will always be up to date.
WebRTC always works from any web browser, so any extra security measures are already included in the browser you use, as well as the WebRTC platform. Some security features include:
- End-to-end encryption between peers
- Datagram Transport Layer Security (DTLS)
- Secure Real-Time Protocol (SRTP)
WebRTC’s encryption prevents communication from being tapped or accessed by a third party. This provides a superior layer of security compared to traditional telephone communications, which could be simply hacked, recorded, or manipulated.
Datagram Transport Layer Security (DTLS)
WebRTC’s information and data transfer is performed by the Datagram Transport Layer Security method. This security protocol is compatible with most browsers such as Firefox, Chrome, and Opera. This protocol protects communications and data transferring with a high level of security.
Secure Real-Time Protocol (SRTP)
In addition to DTLS, WebRTC also encrypts information through the Secure Real-Time Protocol that safeguards IP communications from hackers, so that audio and video information remains private.
The possibility to customize settings based on schedules and calendars is a customer favorite feature. We recommend having at least four different time frames set up for your customer service callers:
The main setting should be during your office hours. For example, this setting could be from Monday to Friday, 9 a.m to 2 p.m, and then from 4 p.m to 7 p.m. Withing this time frame, your incoming calls will enter the system so that they may be answered accordingly.
A second time frame may be the known as “after hours”. Anytime before or after office hours are considered “after hours.” If an incoming call is made during this time frame, callers will hear a list of the correct office hours and to leave a voicemail message.
We find it useful to create a message to inform callers during the holiday season that offices are closed. We recommend creating a setting for each particular holiday. For example, on the 4th of July customers may hear: “Due to Independence Day, our offices are closed today and will reopen again tomorrow”
Finally, if the office will remain closed for an extended period of time, it is convenient to inform clients to not call during that time. For example, the message may sound like this: “Due to a scheduled vacation, our offices will remain closed from July 15th until the 30th.”
Due to the flexibility of the virtual PBX, professional and personal cell phone numbers may be added from any phone provider as extension. It’s useful being able to identify where a call is originating from, whether it’s from another virtual PBX number in your network or from an outside caller.
If the phone number is coming through a virtual phone number, we can tell in two different ways:
A masked number = your virtual phone number. This way, independently of who is calling, you will always see the same phone number; your own. It’s like our own PBX virtual network is the one calling us.
Another alternative is to include a mico voice-over that only you will be able to hear. This means the customer won’t hear it when they’re on the call. This option is especially useful if your company has multiple departments, since you will then know which department the caller trying to reach. For example, if you heard “sales” you would respond differently than if you were to hear “management”. This feature will work the same way if you instead were to answer calls in different languages, such as answering the phone in either English or Spanish.
Filter by origin:
Thanks to this feature you will be able to treat calls differently depending on their origin. For example, if you frequently receive foreign calls, the system will enable you to filter calls coming from France and set up a particular greeting in French for those calls.
White lists and black lists:
For clients you want to give special treatment to, there is the white list. They won’t have to wait on hold. They can skip the entire process and be attended to immediately. On the contrary, the black list is for callers you don’t want to receive calls from. This may be spam callers, annoying suppliers, prank callers or irritating telemarketers. We recommend putting them on the black list so that their calls will no longer be answered. Or, you can choose to put them on an endless hold with repetitive music. Regardless, their calls will never be answered again.
Hunt group and “Ring all”:
You can also set up a hunt group. With a hunt group, the first extension will always receive the call. Then, if the line is busy or the agent doesn’t pick up the phone, the caller will be transferred to the second extension. This way, the call will pass from one extension to the next until an agent is available to answer the call.
On the contrary, the “ring all” option calls all available extensions at the same time. The first person to pick up the phone will be the one to answer the call, and then all other available lines will be available for the next call. This is a useful tool when a company receives multiple calls and they want to give equal treatment to all of their incoming callers.
If you know the line, press it:
The Fonvirtual PBX allows callers who already know the extensions of some operators to press it at the beginning of the call to directly contact them, which allows them to skip the normal initial call process.
Although this feature is currently on a Beta phase, you can receive the transcription of the messages left in your voicemail box via email.
Do you have any question about our service prices?
Your virtual PBX extensions are ubiquitous
On any device
Use your phone extension from your computer (on any web browser), from your cell phone (app), or even from a tablet. All you need is a stable internet connection.
The ubiquity of extensions means that users can connect from anywhere in the world as long as they are connected to the internet.
No extra costs, no installations
WebRTC technology does not require IP phones or installations, so you can use any device you already own.
No fixed term contracts
Why choose Fonvirtual?
Because you don't need to buy any phones or software
With our Virtual PBX you don’t have to make any expensive IP phones purchases. Everything will go from the cloud to the device you want and wherever you want. No softphone needed.
Because you will be able to set your PBX up as you want
Let us help you achieve the perfect virtual PBX configuration for your business. We will give you the best advice and if you want to we’ll make all the changes for you.
Because we offer the best technology
Fonvirtual isn’t just the latest VoIp technology (WecRTC) it also offers all the advanced features that will make your business communications stand out.
Because we are exclusively dedicated to you
Fonvirtual is specialized in Virtual PBX. Who else can say that? Our technicians will know how to help and assist you so you can enjoy the most personalized virtual telecom experience.
The virtual PBX that fits perfectly with your business
What is a virtual PBX?
What are the advantages of a virtual PBX?
What will the extensions of my virtual PBX be like?
Can I adapt my virtual PBX to my future needs?
Can I modify the configuration setting of my virtual PBX?
What is the difference between a virtual number and a virtual PBX?
What is the difference between a virtual PBX and a call center software?
Is a virtual PBX better than a traditional one?
A traditional PBX at the same time that new technologies evolve, will become obsolete in a short time as it is a little system and can also become short in channels if your business grows. With the virtual PBX you ensure you will have the latest functionalities and well-sized channels according to the evolution of your business.
What is the difference between an IP PBX and a WebRTC?
How much data do calls consume over the Internet?
Which browsers are compatible with WebRTC?
How can I receive calls from my virtual PBX?
Can I make calls from the business virtual PBX phone system?
How can I transfer calls between my extensions?
Can I record the calls from the virtual PBX phone system?
What are the features of the virtual PBX?
Among them, we can highlight:
– Greetings: Welcome, Busy, Out of Office Hours , etc. For example: “Welcome to ….”, “You are speaking to …”
– Options Menu: «If you want to talk to the Commercial Department press 1, with Administration press 2, for other questions, please wait». «If you wish to speak to our office in London press 1, with Leeds press 2…»
– Waiting lines with music: Ex: Music + «At this moment all our operators are busy, a moment please, we will attend you soon».
– Call Recording: This is useful for managing orders or managing the quality of your customer service.
– Call Transfers: so you can transfer calls between your extensions or make queries leaving the caller with music waiting.
– Internal Calls: Among the different extensions in your business, you can call any internal staff member easily.
– Call Statistics: You can analyze your calls through many different reports. You can find information like the amount of calls answered, not answered, saturated, lost calls…
– Caller ID: allows you to know in which department or in what number the call originated.
– Voice Mail for moments in which you are unable to answer the call.
– Schedules: You can change your configuration settings to inform callers of your office hours, holidays, hours of operations during holidays, or other different occasions.
Can I get stats on all the PBX calls?
What kind of companies can have a virtual PBX?
Can I use a virtual PBX from home? Will my employees be able to telecommute?
You will be able to enjoy functionalities that will strengthen the internal communication, since when you are connected, you will be able to see the workmates that are also connected, contact them by internal chat, voice call and even by video call.
In addition, the virtual PBX allows you to control the schedule of employees.
Can I use PBX for customer service?
You will be able to have real-time information from every incoming and outgoing calls (answered calls, unattended or lost calls, know who answered the call, etc.)
Can I use a virtual PBX system for small business?
Can I use a virtual PBX for Universities?
The additional features of the virtual PBX give a much more professional image to the University,such as having an options menu that directs callers to the department they are looking for in the most efficient way possible, even the caller could click the direct extension from the person he or she wants to talk with. But they can also set schedules, waiting queues with music for whenever a caller is on hold, voice mailbox, etc.