What is a WebRTC virtual PBX?

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Every type of communication

The best tool for communicating through voice, video, and chat. Your customers will contact your business by phone, or by the Click to Speak button on your website or app. They can also contact you through WhatsApp.

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...with full functionality...

In addition to the features of this virtual PBX system, we also offer CRM integration, secure credit card payments over the phone or AI solutions. All with total security thanks to encrypted communications.

 

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...using any device from any location.

Enjoy your modern virtual PBX phone extensions using any internet connected device (computer, cell phone, tablet, etc.) from anywhere in the world, all with HD quality.

A virtual PBX with...everything!

 Choose the best communication tools to reach your customers

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International Numbers

Globalize your business with international phone numbers and grow your market presence. Choose phone numbers with foreign country codes to let your global customers know that you are available wherever they are.

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The "Click to Speak" button

Offer Click to Speak buttons on your website or business app so that users are able to call you directly from your site without any cost. They can call from anywhere in the world, and through any device all with HD quality.

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Local Numbers

Port your current business phone number or choose a new one. Show your national business presence by choosing phone numbers from other provinces. Choose local phone numbers from outside of your city.

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WhatsApp

Enable WhatsApp to communicate with your customers, close tickets, or talk business. Separate your business WhatsApp account from your personal account. Communicate using separate phone numbers. 

 Add value to your communication systems by adding features to your PBX

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Integrations

Integrate your virtual PBX phone system with your CRM tool to centralize your company and customer data. 

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Pay with card

Manage payments through your virtual PBX thanks to the secure PCI-certified telephone card payment system

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Add contact center agents

Manage your customer service with our Call Center Software to assist your customers quickly and efficiently.

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Control Office Hours

The PBX allows you to control and manage your employees’ schedules and obtain reports to comply with current legislation.

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Google Data Studio

Create advanced, personalized interactive reports to analyze and audit your communications in the easiest way.

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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

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Internal Calls

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.

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Corporate Chat

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.

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Video conferencing

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.

The ultimate features to customize your virtual PBX

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Custom main greetings

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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:

Welcome

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.” 

Busy

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.

After hours

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.

Holidays

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.

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Call transfer

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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:

Attended transfer:

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.

Unattended transfer:

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 sales@fonvirtual.com

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HD Quality

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The big difference between the rest of IP telephony and WebRTC technology is WebRTC’s HD quality sound and audio.

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.

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IVR

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One of the most useful PBX features is the IVR. This enables the distribution of incoming calls among different departments. That way, the caller is directed to exactly who they’re looking for. For example, the message may sound like this: “If you wish to speak with the accounting department, press 1. For HR, press 2.”

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.

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Call queuing

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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.

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Statistics

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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.

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Call recording

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Call recordings are stored as data that you can access later. It is particularly useful for those who are looking for specific things that were said during a conversation, or for those who would like to keep track of who is calling and why.

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 sales@fonvirtual.com

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Voicemails

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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.

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Security

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Downloading and installing any software from the internet, besides being inconvenient and time-consuming, is risky due to the security gaps associated with continuously out-of-date software.

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)

End-to-end encryption

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.

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Schedules

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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:

Office hours

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.

After hours

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.

Holidays

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”

Vacation

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.”

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Caller ID

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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:

Masked number

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.

Micro Voice-over

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.

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Other features

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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.

Message transcription:

Although this feature is currently on a Beta phase, you can receive the transcription of the messages left in your voicemail box via email.

Questions about our service prices?

Your virtual PBX extensions are ubiquitous

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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.

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From anywhere

The ubiquity of extensions means that users can connect from anywhere in the world as long as they are connected to the internet.

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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?

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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.

 

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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.

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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.

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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.

FAQ

Let us solve your questions about virtual PBX

What is a virtual PBX?

A virtual PBX, otherwise known as a virtual switchboard, is a telephone system that is hosted in the cloud. It is responsible for managing internal and external calls of a company efficiently, with the help of customizable features.

What are the advantages of a virtual PBX?

Having a virtual PBX allows you to manage your calls smartly and will give your company a much more professional image. In addition, by being virtual, you will save on costs of installations and equipment that will no longer be needed. You only need to have an Internet connection to start enjoying it, directly from the browser, with no need of a softphone.

What will the extensions of my virtual PBX be like?

The extensions will be completely flexible and ubiquitous. You can access your WebRTC PBX extensions from any device that has an Internet connection and is located anywhere in the world.

Can I adapt my virtual PBX to my future needs?

As it is a system hosted in the cloud, the increase of posts or the change of features of the functionalities is completely adapted to the needs of each company at all times.

Can I modify the configuration setting of my virtual PBX?

The configuration of your virtual PBX is very flexible and adaptable based on your business needs. You can modify your PBX whenever you want through the configuration panel. Simply log in with your username and password. Whenever you need to make modifications, whether it is the calls distribution, the management of schedules or any other feature, you can also contact us and one of our representatives will configure the changes for you. 

What is the difference between a virtual number and a virtual PBX?

While the virtual number is intended for the use made by a single user, the virtual PBX can have as many extensions as required. In addition, the virtual PBX has all the PBX functionalities, while the virtual number only has the basic functions.

What is the difference between a virtual PBX and a call center software?

Our call center service includes many more features, as it allows you to combine the power of WebRTC technology of our PBX with advanced services such as the ACD Cloud (Automatic Call Distributor), which is responsible for distributing the calls to the most available agent prepared to attend the call depending on skills criteria previously defined. The ACD works in real time and allocates calls efficiently. In addition, the system includes a complete system of supervision and agents’ monitoring in real time as well as reports that allow measuring the performance of each agent. That’s why call center software is often used in customer services and companies devoted to manage a big amount of calls that need more sophisticated services.

Is a virtual PBX better than a traditional one?

A virtual PBX, besides being cheaper, does not need any type of installation or extra equipment. Traditional PBX require wiring and physical devices, making it difficult mobility and flexibility of your communication system. Instead, with a virtual PBX, you can flexibly modify its features and even use it anywhere offering you complete mobility and adaptability.

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?

WebRTC is an open-source tool developed by Google that allows users to communicate through the Internet from a web browser without needing softphones, software downloads or any installations. This offers complete flexibility for your business because you can access your phone network from any web browser. On the other hand, VoIP ( despite being able to transfer voice over the Internet), cannot be used unless you have a softphone application downloaded and installed, or have accounts with physical VoIP telephones.

How much data do calls consume over the Internet?

Very little. About 1,500 minutes of calls will take no more than 1GB. Calls made by WebRTC can use at most 1 Mb/s of 1 Mb bandwidth.

Which browsers are compatible with WebRTC?

Google Chrome, Mozilla Firefox and the application through Android and iOS devices.

How can I receive calls from my virtual PBX?

Once you have logged into your virtual PBX account with your user and password, you can receive calls from any device by connecting to the Internet, either from a web browser on your computer, your cell phone or your tablet.

Can I make calls from the business virtual PBX phone system?

With the virtual PBX you can make calls from any extension showing the company’s slogan from any device connected to the internet: Computer (browser or desktop app), mobile (app) or even a tablet. And therefore, worldwide. The call will be issued as any normal call, to any fixed or mobile network number in any country.

How can I transfer calls between my extensions?

Very simple. When you receive a call, you can transfer it to any other extension in two ways: by checking with your partner or by passing the call directly to the other extension. In addition, the line you transfer will again be free to continue receiving calls.

Can I record the calls from the virtual PBX phone system?

Yes. You can record your calls in real-time. This feature comes in handy because you can resume the conversation at any time. Your calls are recorded so that you may review the conversations later.

What are the features of the virtual PBX?

Fonvirtual offers all the features so you can enjoy the most complete virtual PBX service possible.

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?

Yes. You will have access to all the statistics of the virtual PBX. Among the data obtained, you will see the full life of calls, how many have been answered, how many have been left unattended, which agents receive each call, what is the waiting time of each call until it is answered, what option from the menu is the most chosen one, etc. The possibilities are unlimited.

What kind of companies can have a virtual PBX?

Virtual PBX are designed for the use and enjoyment of businesses, freelancers and their customers. Any company that wants to integrate a system that allows to manage the calls between this and its clients needs a virtual PBX. And not only that, it allows companies to show a more professional image thanks to its functionalities: speeches, options menu, schedules, waiting music… From small to medium enterprises to the biggest organizations.

Can I use a virtual PBX from home? Will my employees be able to telecommute?

Of course, you can have your virtual company PBX at home and even introduce the new model of telecommuting for your employees. You can make and receive calls, make transfers of calls, contact other extensions of the PBX…, simply from your own computer or mobile connected to the Internet. 

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?

Yes. The virtual PBX is perfect for customer service. The management of calls, the assignment of agents based on the needs of the client, and the easy access to the virtual PBX allows us to offer an efficient and optimized customer service. Thanks to all of its features, such as menu options, main greetings, etc., your business will now present itself with a much more professional image to your customers.

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?

Yes, in fact it is a great opportunity for small businesses. Our virtual PBX does not require purchasing new equipment or hardware and does not have any service or installation fees. Small business employees can make and receive calls from their own phones or computers. A virtual PBX phone networking system is ideal for small businesses due to the flexibility it provides. In addition, the additional features of the PBX (greetings, options menu, schedules, etc.) will give your company a more professional and established image, despite the size of your business.

Can I use a virtual PBX for Universities?

Of course. The virtual PBX is perfect for managing the volume of calls that Universities handle each day. Workers can receive and make calls from the University’s main phone number from any compute they already use at work. What if they want to use their cell phone instead? They can do that as well!

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.

Is virtual PBX cheaper than a traditional landline phone system?

Yes. The traditional PBX carries higher equipment purchase, installation and maintenance costs than the PBX. A virtual PBX, accessible from anywhere, does not require specific equipment for its operation. With any device connected to the Internet you can make and receive calls from the virtual PBX.

What is virtual telephony?

Virtual telephony is the one that emits and receives calls using the Internet network. Therefore, it leaves behind traditional telephony and all investments in equipment and associated lines, since virtual telephony allows its use from any device connected to the Internet. But don’t worry, with our virtual PBX you can receive calls from any source, landline or mobile operator, just like you can also call any traditional telephone number.

What is a PBX telephone system?

A virtual PBX or virtual switchboard is a telephone network system that hosts your servers in the cloud. It manages the internal and external calls of a company quickly and efficiently, as well as the configuration of it.