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PBXact UC Solution

PBXact Features

PBXact delivers all the basic phone system features plus enhanced applications to create a flexible customizable solution. PBX administrators and developers can also customize the software to integrate third party applications and create a custom purpose built solution for their needs.

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Powerful Contact Center Features

PBXact is a fully-featured Unified Communications (UC) platform which includes advanced built-in contact center features designed to help small to medium-sized businesses take care of their customers, improve their operations, and, ultimately, increase their bottom line.


Businesses that receive inbound sales or support phone calls can leverage contact center features to keep their customers and potential customers happy. These features focus on delivering the best customer experience while others focus on efficient call flow.

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Sangoma

PBXact Features

Business Features

  • Flexible Time-Based Call Routing
  • Built-In Conference Bridge
  • Fax to E-mail
  • Hunt/Ring Groups
  • Music on Hold
  • Voicemail Blasting
  • Find Me / Follow Me Calling
  • Personal IVRs
  • Wake Up Calls
  • Support for Video Calling
  • Secure Communications (SRTP/TLS)
  • Announcements
  • Text to Speech
  • Calling Queues (ACD)
  • Interactive Voice Response (IVR)
Business Features

Calling Features

  • Three-Way Calling Support
  • Voicemail
  • Voicemail to E-mail
  • Caller ID Support
  • Call Transfer
  • Call Recording
  • Do Not Disturb
  • Call Waiting
  • Call History / Call Detail Records
  • Call Event Logging
  • Speed Dials
  • Caller Blacklisting
  • Call Screening
Calling Features

Telephony Support

  • Open Standards Support for Multiple Protocols
  • SIP, IAX2
  • PRI, T1, E1, J1, R2, POTS/Analog, ISDN, GSM (Excludes PBXact 10)
  • WebRTC
  • Softphone Support
  • Specialty Device Support
  • Door Phones
  • Overhead Paging
  • Strobe Alerts
  • Paging Gateways
  • Voice Gateways
  • Failover Devices
  • Desktop/Mobile Phone Support
Telephony Support

Administration

  • Upgrade System with Granular Control
  • Bulk Import Utilities (Trunks, Extensions, Users, DIDs)
  • Localization in both GUI and Sound Files for Multiple Languages
  • Backup and Restore Utilities
  • Custom Destination Administration
  • Web-based Config File Management When Needed
  • System Recording Management
  • GUI Controls for DNS, Network Settings, and More!
Administration

User Control Panel

  • Responsive GUI (Desktop, Tablet, and Mobile Device)
  • WebRTC Softphone
  • Call History (Details and Recording Playback / Download)
  • Contact Management
  • Presence Management
  • Conference Room Management
  • Find Me / Follow Me
  • Call Forwarding, Call Waiting, Do Not Disturb
  • Call Confirmation
  • Visual Voicemail – Playback and Management
  • Notification Options
  • Greetings Management
User Control Panel

Add-Ons

  • Advanced Recovery (License Required per PBX Node, Excludes PBXact 40 & 60)
  • Call/Contact Center Features (Enhanced Call Center Functionality)
  • Wall Boards
  • Third Party Phone Support (for Non-Sangoma IP Phones)
  • Call Accounting
Add-Ons

PBXact Enhanced Features

Included in Base Additional Add-Ons
Call Recording Reports
Class of Service
Conference Pro
Extension Routing
Fax Pro
Park Pro
Page Pro
SysAdmin Pro
Voicemail Notify
Voicemail Reports
Phone Apps
Softphone Integration
CRM Link Module
Third Party Phone Support
EndPoint Manager Free for Sangoma Phones
Advanced Recovery
Advanced Recovery
Call Accounting
Call Accounting
Property Manager
Sangoma Property Manager
Contact Center Features
Appointment Reminder
Outbound Calling Campaign
CallerID Management
Outbound Call Limiting
PinSet Pro
Queue Pro
Queue Reporting
Web CallBack
Fax Pro

The Fax Pro module is a reliable, robust inbound/outbound faxing server. You simply enable faxing for any user on the system; then you point a phone number to specific fax user and let us answer the fax call.

Fax Pro adds functionality to the standard fax capabilities.

Users can send outbound faxes via a web interface by simply entering a phone number and uploading a PDF or TIFF file.

You can optionally set the outgoing fax to use a locally stored fax cover sheet and enter a personal message on the cover sheet.

What do I get as part of the Fax Pro package?

  • Individual inbound fax to e-mail accounts for unlimited users
  • Outbound faxing capability
  • A simple web interface to manage inbound and outbound faxes
  • Ability to store inbound and outbound faxes on the server for easy viewing and archiving
  • A company-wide cover sheet that allows easy customization for each user
  • Ability to configure and manage Asterisk T38 gateway options on each extension and outbound route to take advantage of this feature in Asterisk 10 and newer
Call Recording Reports

Many industries must record and archive calls for reasons related to customer satisfaction, employee evaluation and training, security, or legal compliance. Managing these recordings within Asterisk typically involves a lot of management time sorting and filtering call detail records to manually extract system call recordings.

Tired of searching the system call detail records for call recordings? Running out of storage on your system due to required archiving of call recordings? With the Call Recording Report module, you can view, sort, listen to, archive, and download all recorded calls on your system.

Features

  • View lists of recordings sorted by year, month and day
  • Auto-archive calls recorded by Asterisk
  • Download archives as .tgz files that can be opened using common tools like Winzip
  • Directly listen to and download individual call recordings that exist on your system
  • Automatically delete the oldest archive to control disk storage as new archives are created
  • Automatically create a new archive on the first day of each month
  • Send an automatically generated e-mail reminder when an archive is created
  • Sort recordings by call type, source, destination, time or duration

Class of Service

The Class of Service Administration module provides granular control at the extension level to access and set permissions of specific calling features of your PBX. These features include Outbound Routes, Feature Codes, Ring Groups, Queues, Conference Rooms, Voicemail Blast Groups and Paging.

The Class of Service module for FreePBX allows you to restrict extensions from dialing the following destinations of your PBX.

Conference Pro

The Conference Pro module is an add-on to the existing conference module found in FreePBX. This module allows end users to manage conference room settings from the user control panel. Admin users can also easily create conference room IVR’s and choose which conference rooms are a part of the conference room IVR.

Extension Routing

Normally, to block extensions from using an outbound route, you either have to create a custom context for each extension you want to modify, or do the tedious work of creating custom dial plans. This method is slow. It is NOT easily replicated or easily checked for errors and omissions. It is not easily configured by novice users.

With our Extension Routing module, you can easily view which extensions are able to use specified routes and make changes by dragging and dropping extensions. You can customize your dial plan to enable or disable extensions with a swipe of a mouse.

Want to set up a public area phone that can dial local or internal numbers, but block it from making costly long distance or international calls? Want to completely block employees from your international routes if they don’t need international calling? You can do this with the Extension Routing module.

Park Pro

With Park Pro, you’re no longer limited to one parking lot. You can add multiple parking lots to your PBX. This is useful for companies who run multiple locations on the same server or have multiple internal
departments.

Park & Announce Feature

The Park & Announce feature automatically announces parked calls to phones in a page group that you define. The system announces which slot number the user should dial to pick up the parked call. Any user
on the system can pick up the parked call. Optionally, the caller can leave a brief message that will be played as part of the announcement. This can be useful for announcing the caller’s name or other information you request from the caller.

Features

  • Create multiple parking lots
  • Announce parked calls to a page group
  • Allow callers to record a message to be played to the page group
  • Control the maximum message length as well as the instructions played to the caller
  • Prepend the parked call’s caller ID with text and/or the parking slot number
  • Play up to three system recordings along with a parked call announcement
  • Drag and drop the elements of a parked call announcement (system recordings, slot number, and caller message) to change the playback order
Page Pro

The Paging Pro module expands the existing Paging module to add the following features:

Outbound Notifications

The system can notify a group of phones when a user dials a specific number, such as 911. Any page group can be linked in the outbound routes module. When a call is placed, a page will go out to the page group, notifying the group what number was dialed and which user dialed the number. Any page group user can dial *1 to barge into the call and speak.

Valet-Style Paging (Airport-Style)

The valet paging option records your page and sends the audio file to all the page group devices after you hang up. This option is available on a per-page-group basis. You can also tell the system to only use the valet option when someone dials a page group that is already in use.

Prepend Recording

With this option, the system plays a recorded message to the page group before the person making the page can start speaking.

Scheduled Pages

You can define custom schedules to have the system page a group of devices and play a recording. This is a great replacement for school bell systems or lunch break buzzers, for example.

SysAdmin Pro

The SysAdmin Pro module adds additional functionality for PBX management to the included SysAdmin module.

DDNS – This module uses DDNS to track both the smart and external DDNS name and address.

Email Setup – With this module, you can set your SMTP server information to receive e-mail notification and voicemail to e-mail.

UPS Management – UPS management can be directly integrated into the PBX. This can be used to properly shut down the PBX in case of power loss. This module can also alert you to power-related issues.

Update Management – The Updates Management module allows you to check your current system version at a glance, view available updates, and schedule when updates will be applied to the system. You can also watch the upgrade process in progress.

Support VPN – You can create a VPN tunnel to the technical support team to give them access to your system. This tunnel is off by default, and you can start or stop it.

VPN Server – You can set up the PBX with a VPN server to allow your clients to connect directly to the PBX.

FTP Server – You can enable and disable an FTP server and set a username and password. This FTP server points to the /tftboot directory where all your phone configs are stored by End Point Manager.

Voicemail Notify

Voicemail Notify lets you configure a voicemail notification to monitor a mailbox for new messages. When a caller leaves a message in that voicemail box, the system will call the recipients you have listed until one of them accepts responsibility for the message. The system will simultaneously call all the numbers listed in the first priority level. Then, if no one accepts the message, the system will call the numbers in the next priority level, and so forth, until it runs out of priorities to call. It will then retry the entire list if configured to do so.

You can optionally configure the system to notify you via e-mail when a voicemail notification is complete. You can customize the e-mail’s subject and body, and choose whether to attach the voicemail sound file to the e-mail.

Voicemail Reports

There is now an easy way for system administrators and managers to review all users’ voicemail settings in one place, as well as listen to all voicemails residing on the system.

Greetings & Settings

Allows you to quickly view the voicemail greetings and settings for each user, see who needs to record greetings, and see who is set up to receive voicemail to e-mail.

View & Listen to Voicemails

You can also see and listen to all of the voicemails residing on your system. Mailbox number, date, time, folder, caller ID, and duration are shown.

Advanced Recovery

The Advanced Recovery Commercial module for PBXact and FreePBX has been designed to provide such uninterrupted service to protect the voice services when there is failure in the primary server by automatically switching to secondary server. This module provides an easy PBX GUI interface for the configuration, where in just a few steps all your current (primary) system configuration will be ready to replicate to the secondary server.

Built-in monitoring functionality of this module will ensure failover to the secondary server is happening as soon as possible when there is failure in the primary server. Then when the primary PBX is repaired or recovers, you can switch back to the primary server in just a few easy steps.

The Advanced Recovery modules also offers integrated support of Endpoint Manager to update existing configured Sangoma’s S-Series and D-Series phones configuration with secondary server IP so during failover they can easily switch to secondary server to continue to provide voice services.

Support of executing third party custom hooks (scripts) during switchover will help to ensure that integrated third party apps are also switching over to active servers smoothly.

XMPP Pro

Once configured, the IM server can be used with any XMPP/Jabber-enabled client that is capable of configuring connections to the local or corporate servers, including iSymphony and the User Control Panel (UCP).

Current stable and beta versions of the PBX software includes Prosody, a modern, flexible communications server utilizing XMPP/Jabber for instant messaging and chat. The XMPP Pro module allows you to easily set up and configure the Prosody server domain as well as IM and chat users. XMPP (Extensible Messaging and Presence Protocol) is a protocol for instant messaging and presence.

With the XMPP Pro module, you can easily create users directly within the User Management module. You can also control the domain name associated with your local server.

We have added a new XMPP web-based client to the User Control Panel (UCP), which is available in versions 12 and above of the PBX software. With XMPP Pro, you can give your UCP users access to a built-in XMPP chat window.

XMPP/Jabber allows you to use the same account and log in from multiple devices at the same time. For example, you might have an XMPP client at home, one at work, and one on your mobile phone, and all can be connected at the same time.

Requirements

  • Installation of PROSODY RPM (See the WIKI for instructions).
  • FreePBX Distro 5.211.65 or newer preferred. Instructions for CentOS systems are available in the WIKI.
Softphone Integration

PBXact comes with Desktop and Mobile integration allowing users to make and receive audio and video calls, chat with colleagues, screen-share and more.

Learn More about Softphone Integration with PBXact

Phone Apps

Phone Apps are a suite of phone applications that allow users to control functions and settings directly from the screen of their Sangoma IP phone. The applications include Call Flow, Call Forward, Conference Rooms, Contacts, Do Not Disturb, Login/Logout, Follow Me, Parked Calls, Presence, Queue Agents, Queues, Time Conditions, Transfer to Voicemail, Visual Voicemail, Call Parking, Follow-Me Management, Do Not Disturb and Conference Rooms.

We will be expanding to include additional functionality, features and supported devices in the near future. The goal is to empower users to intuitively manage call settings and features directly from their Sangoma IP phone, minimizing the reliance upon hard to remember feature codes and logging into the PBX GUI to modify settings.

CRM Link Module

The Customer Relationship Management (CRM) Link module is designed to allow you to connect your PBX to your support CRM software to push call history and caller information to your CRM and in conjunction with Zulu allow Click to Call from your CRM and Call Popups into your CRM on inbound calls.

For more information view our datasheet.

EndPoint Manager

End Point Manager allows you to use the GUI interface of the PBX to directly auto-provision & configure over 150 popular desk phones, wireless phones, door phones, overhead paging devices, gateways and specialty devices from the following manufacturers: Aastra, Algo, AND, Audiocodes, Cisco, Cyberdata, Digium, Grandstream, Mitel, Panasonic, Polycom, Sangoma, Snom, Xorcom & Yealink.

Included in End Point Manager is “UCP for EPM” which allows end users to change and override the buttons on their specific devices to customize their setup without having to request IT admin support to changes through the PBX EndPoint Manager tool.

Per Brand Templates

For each type of device, you can create one or more templates that can be used to generate configuration files.

Image Management

Upload images for use in templates that support phone-side images.

Define Global Settings

Define global settings that EPM will use for all templates, such as external and internal IP addresses of your PBX.

Extension Mapping

Map your extensions to a specific MAC address and assign a template.

Basefile Edits

Gives advanced users full control over all settings, including those defined by the default settings. Edits will not be overwritten by module upgrades.

Firmware Management

Allows you to choose which firmware to load on a per device/template basis. Valuable for testing new firmware.

Sangoma Property Manager

The Sangoma Property Manager (SPM) software is a module for FreePBX and PBXact phone systems, enabling small hospitality properties to effectively manage operations, including rooms, guests, restaurants, and mini-bars, while tightly integrating with the PBX.

Staff Features:

SPM provides your staff with an intuitive dashboard interface, including:

  • Front Desk services to manage check-in and check-out
  • Guest services such as mini-bar, guest requests and wake-up calls
  • Manage housekeeping services and room clean status
  • Billing and invoices for your guests
  • Track and manage phone calls and toll charges
  • Accounting reports to track occupancy and finances

Guest Features:

SPM even provides your guests with their own unique dashboard interface, enriching their experience. Features include:

  • Mini-bar details
  • Wake-up call requests
  • Receptionist notifications

For more information view our datasheet.

XactView Operator Panel

Xactview is a dedicated dashboard for Secretaries and manager who need complete control of the call flow in the company. With Xactview you can view calls, transfer calls, change presence, park calls manage conference bridges/queues, monitor and record calls and much more. Also Great for Contact Center operations to view live call center metrics such as calls-in-queue, abandoned calls, call barging, silent-whipering and more.

One Xactview Operator Panel license is required for each phone user in the company you wish to monitor. For example, if your company has 20 employees and your secretary needs to be able to monitor and transfer calls to any of these 20 users, a 20-pack license is required.

XactView Operator Panel Queue License

XactView Queue License is required for companies wishing to monitor live metrics of phone queues configured in their FreePBX / PBXact phone system. It allows them to view information such as:

  • Agents in the queue
  • Abandon calls
  • Calls waiting in the queue

One XactView Queue License is required for every Queue configured in the PBX, that you wish to monitor. You can configure which queue you want to monitor within the XactView Panel.

Appointment Reminder

Automatically allow recipients to confirm, cancel or reschedule appointments.

The Appointment Reminder module is a unique way to automate appointment confirmations, cancellations, and reschedules. Simply specify names and numbers by entering them manually or uploading a CSV file. Your PBX will automatically call the numbers at specified times, allowing customers to confirm, cancel, or reschedule appointments. You can control all details of the calls, such as rate limiting, retry attempts, and how many days of advance notice to give the customer. The module is totally flexible, allowing you to modify any appointment reminder list on the fly.

Outbound Calling Campaign

Does your company do outbound message broadcast dialing? If so, XactDialer is for you. Create a broadcast campaign and choose where to route your calls. XactDialer even gives you the option to route calls to different destinations based on whether a person or voicemail answers. You can choose to receive reports on your campaign daily or after the campaign completes.

Stop dialing each individual number, and start using XactDialer to automate your outbound dialing.
Contact a sales representative today to see how you can benefit from XactDialer!

  • Upload CSV lists
  • Schedule call times
  • View service call thresholds
  • Complete reports on person/voicemail and duration
  • Route calls based on whether a person or voicemail answers
CallerID Management

The CallerID Management module is a unique way to modify the caller ID that is output on the fly.

By dialing a simple feature code you can change the caller ID for the next call from your extension. Optionally you can also specify the persistent field, checked the caller ID is permanently changed for all future calls for your extension that when another feature code is entered to change it.

Outbound Call Limiting

Does your company call consumers? Yes? Worried about fines from not complying with various local, state, and federal regulations placed on companies that call consumers? Whether your company makes collections calls, sales calls, or telemarketing calls, you need to place limits on the number of calls made to consumers in order to avoid government fines for harassment, which can be in the thousands of US dollars per call in some cases.

We have developed an Outbound Call Limiting module that allows you to place restrictions on how may times a number is called during a certain time period. For example, if you have an outbound route for California-based numbers and have outbound call limiting in place on that route, the module would only allow you to make the allowed number of calls to any specific number in California. When exceeding the call limit during the specified time period, any additional calls would be blocked, and a recording would
advise you that the call is not allowed.

PinSet Pro

PinSet Pro provides greater flexibility in the deployment of security PIN codes. It allows system administrators to assign PIN codes directly to extensions and granularly control which outbound routes can be dialed without a PIN code.

Whether you are part of a large company looking to bill the cost of calls to internal cost centers, or part of a smaller business looking to recoup the cost of client calls and billable time, PinSet Pro offers the reporting tools you need.

PinSet Pro gives you access to an exportable call detail report and billable hours summary. This information is simple to generate and can be exported to your favorite spreadsheet application.

NEW Settings in the Extensions Module

  • Associate PIN codes directly with extensions
  • Granularly control which outbound routes each extension is allowed to dial without a PIN, and which routes require a PIN

New Report “Pinsets Code Report”

  • Generate downloadable reports that include:
    • Call Details: date/time, account code, source, destination, duration, and billable time
    • Billable Hours Summary
    • Filter by date range, duration, account code, source and destination DID
Queue Pro

Queue Pro expands the options available in the PBX queues, allowing you to assign dynamic queue penalty rules to escalate calls based upon the length of hold time. VQ Plus also allows you to create virtual queues to manage queue behavior and customize destinations.

Queue Call Back Option – Allow callers to optionally hang up their call and have the queue hold their position in line, saving them time and frustration. The system will automatically call the person back and transfer the call to an agent when the held position is considered the next in line.

Build Dynamic Queue Penalty Rules – Have the system call different agents based upon how long a caller has waited in the queue. For example, the queue might be set to try agents with a penalty of 0-3 for the first 30 seconds, then try agents with a penalty of 2-5 for the next minute.

Create Virtual Queues – A virtual queue allows you to change the settings of a queue before a call is routed to the queue. This reduces the need for agents to log into multiple queues.

Expanded Queue Destination Controls – The standard queue module only allows you to send unanswered calls to a single destination, regardless of why the call was not answered. Queue Pro gives you the ability to set different destinations for different types of unanswered calls.

Post Hangup Destinations – Queue Pro adds the ability to route both the agent and the caller to any destination after hangup of a queue call.

Queue Reporting

If you use ACD/Queues, you need Queue Reports to help you make the most of your time! With Queue Reports, you are given insight into each and every one of your queues. Queue Reports gives you full control over what data is displayed for each type of report. It allows you to build custom templates for quick reporting. Each report type, such as “All Call Distribution by Queue,” has a list of columns that can be checked and unchecked for on-the-fly view customization.

If you use automatic call distribution (queues), you need Queue Reports to help you make the most of your time! Queue Reports is an advanced reporting module that lets administrators keep an eye on every aspect of their queues. With Queue Reports, you are given insight into each and every one of your queues. Queue Reports gives you control over what data is displayed for each type of report. It allows you to build custom templates for quick reporting. Each report type, such as “All Call Distribution by Queue” has a list of columns that can be checked or unchecked for on-the-fly view customization.

Queue Reports is divided into two sections: Templates and Reports. Templates allows you to select the specific information that you would like to view in the report and then save it. Reports allows you to run your template against any or all of your agents and/or queues.

  • See call distribution by agent, queue, day of the week or even down to the hour
  • View the average call time and average hold times
  • View service call thresholds
  • See the reason calls are being disconnected (whether the customer or agent is hanging up first, or if the call was abandoned)
Web CallBack

The Web Callback module allows you to easily add an HTML call-me box to your web site. Visitors enter their phone number into the field in order to be connected with a specific destination. The Web Callback module allows you to prepend information to the caller ID, which can alert you that the call is coming from a specific callback. You can also set dial matches to specify which numbers users are allowed to call. Once you have set your destination and saved changes, you will receive HTML code to paste into your website.

Call Accounting

Many businesses with multiple departments have the need to allocate telecommunication costs per department or function. They need to be able to know which departments, groups, or individuals are responsible for calls that incur tolls, such as long-distance or international calls.

In some cases, calls made via specific trunks may incur higher charges. These costs may need to be allocated to the appropriate department, group, or user. Businesses may also want to report on telecommunications costs in order to look for potential fraudulent use of resources.

The Call Accounting module allows you to allocate costs (for outbound and inbound calls) to either a trunk, user, or user group. Using this module, you can create or upload one or more rate decks, and use those rate decks to calculate the cost of calls on the system. Basic call reporting functionality is also included.

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