IP PBX & Cloud Call Center

An IP PBX is the usual next step when the old PABX cannot do what the business needs. You can move across gradually, and nobody has to lose their extension.

Start with what you have

Most companies we meet have a PABX that has worked for fifteen years and a receptionist who knows every trick of it. Nobody wants to throw it away, and nobody has to. An IP PBX can start by sitting beside the old one: we connect it, move a few extensions, see how it behaves, and carry on from there. The phones keep ringing the whole time.

What an IP PBX gives you

Calls follow people. An extension can ring on a desk phone, a laptop and a mobile app, so the manager who is on the road still gets the call to the office number. You get an auto attendant that says "press 1 for sales", queues so callers wait in order instead of hearing busy, call recording for the calls you need to check, and reports that finally answer how many calls came in and how many were missed. We mostly work with Yeastar and 3CX, two well-known systems that suit small and medium offices, and we can advise on others.

From PBX to call center

Once the phone system is IP, adding a call center is a software step. Agents log in to queues, supervisors see a live board of who is on a call and who is waiting, and calls are recorded and tagged. If your team is mostly remote, a cloud system means agents only need a laptop, a headset and a decent internet connection. For the headsets and phones see our VoIP phones and headsets.

The line side

A phone system needs lines. We connect the PBX to SIP trunks from licensed providers, or to your existing lines through a gateway, and we keep your phone numbers. A note of caution: some cheap international routing services sold online are not legal to use in Pakistan, and they can get your numbers blocked. We will not set up anything we would not be happy to explain to a regulator.

A sensible order of work

Listen to how calls move through the office today, and write it down.
Install the IP PBX alongside the old system and connect the lines.
Move a pilot group, usually reception and a manager, for a week.
Move the rest, train people in half an hour, replace phones where needed.
Add queues, recording and reports when you are ready for them.

Calls also depend on a stable connection, so we often suggest a backup internet line and a network that handles voice properly, see Wi-Fi and cabling. Our guide to VoIP phones explains the basics, and the PABX section covers traditional exchanges. Meeting rooms that need video calls have their own page, meeting room AV.

Products for this job: IP PBX systems, VoIP gateways and VoIP phones and headsets.

Frequently asked questions

Do we have to throw away our old PABX?

No. Many clients run both for a while, and some keep the old system for specific lines. We make a plan so nothing breaks while you move.

Will we keep our phone numbers?

Yes, in nearly every case. Your numbers come with the lines, and we connect those lines to the new system. We confirm this with your provider before starting.

Can staff take calls on their mobile?

Yes, with the system's mobile app. The call arrives as a call to the office number, and the person can answer or transfer it from anywhere with a data connection.

How many calls can it handle?

That depends on the model, the lines and your internet, and we size it with some room to grow. For a small call center of a dozen agents a modest system is enough. We will give you numbers for your case.

IP PBX & Cloud Call Center in Rawalpindi