Feature GuidesPBX
PBX
Private Branch Exchange — manage your phone system with extensions, IVR, queues, and more.
Who should read this:Administrators
The PBX (Private Branch Exchange) section contains all the tools you need to configure your cloud phone system. From creating extensions for agents to building complex call routing flows, everything is managed here.
PBX Features
| Feature | Description |
|---|---|
| Extensions | Create and manage SIP extensions for agents |
| IVR | Interactive Voice Response menus ("Press 1 for Sales...") |
| Call Flows | Visual drag-and-drop call routing builder |
| Queues | Call queues with agent distribution and wait music |
| Round Robin | Distribute calls evenly across a group of agents |
| Caller ID Rotation | Rotate outbound caller IDs to maintain answer rates |
| Business Hours | Define operating schedules for routing decisions |
| Audio Files | Upload hold music, greetings, and IVR prompts |
| Conference Rooms | Multi-party conference calling rooms |
How PBX Components Work Together
A typical inbound call flow looks like this:
- A call comes in on a DID number (configured in Numbers)
- The number's routing points to an IVR menu or Call Flow
- The IVR plays a greeting and offers menu options
- The caller's selection routes to a Queue or specific Extension
- Business Hours rules determine whether to route to agents or play an after-hours message
- If routed to a queue, the call waits with hold music until an agent becomes available
All PBX components are reusable. A single IVR menu can route to multiple queues, and a queue can be used across multiple call flows.