IP PBX Setup

In this article, IP PBX and its setup for contact centers are described.

By reading this article, you will have information about

• IP PBX and difference from traditional PBX,
• Requirements for setup Tegsoft IP PBX,
• Required steps and its details for setup Tegsoft IP PBX.

IP PBX can be broken down into two terms:
➤  IP, meaning internet protocol and
➤  PBX, meaning private branch exchange.

It may also be referred to as VoIP PBX.

An IP PBX is a central system that provides voice connectivity to desk phones within a building. It oversees the outbound and inbound calls across its telephone network using an internet connection. IP PBX switches and routes call between the telephone network and VoIP users. This specialized system is the best way to route many calls simultaneously.

A PBX is a private telephone network used within a business. Employees can use the phone system to communicate with other colleagues or to make and receive calls. A traditional PBX is installed within a business’s office and requires regular maintenance and upgrades to keep it up to date. It has the ability to connect calls internally and externally, ensure calls stay connected, end calls when users hang up.

What makes IP PBX different from a traditional PBX?

Traditional PBX systems are made up of hardware. Whereas an IP PBX system is primarily software. IP PBX phone systems are built to work with packet switch networks which basically means that they can handle voice calls and related data. An IP PBX can either be on-premises, meaning within your business location or hosted, meaning it’s handled by a Tegsoft Cloud.

What do you need to setup Tegsoft IP PBX?

You need the following to set up a Tegsoft IP PBX system.

➤  IP Phones
➤  Tegsoft License
➤  A Server in which Tegsoft is Installed
➤  VoIP IP Provider

How to setup Tegsoft IP PBX system step by step?

To setup the Tegsoft IP PBX system, some certain settings and definitions that must be completed in the Tegsoft software. These;

1. Complete Server Settings
2. Define & Activate VoIP Trunk
3. Define Outbound Route
4. Configure Call Profile
5. Create Users’ Extensions
6. Create Administrator and/or Supervisor Accounts
7. Define Time Conditions
8. Create IVR Scenarios
9. Define Inbound Call Flow Scenarios

Let's take a closer look at these steps.

1. Complete Server Settings

To begin the IP PBX Setup, the first step should be to configure the Tegsoft server settings. After logging in to the Tegsoft interface with your admin authority, you can reach the server settings page by following the PBX Management > Server Setting path.

Some of the settings on this page are:
➤  Voice & Management Service Memory
➤  IP & Network
➤  Time Zone
➤  Firewall
➤  IP Whitelist / Blacklist
➤  Audio & Data Archive

The main settings given above depending on the need and may change according to the need.

If you need detailed information about server settings, please check the Server Settings Details article.

2. Define & Activate VoIP Trunk

After completing the server settings, the next step should be to define and activate the VoIP Trunk. After logging in to the Tegsoft interface with your admin authority, you can reach the trunk settings page by following the PBX Management > Trunks path.

To complete the settings on this page, you need to have the VoIP Trunk information given to you by your VoIP provider. You need to activate the VoIP service by defining this information to your Tegsoft Server.

If you need detailed information about trunk settings, please check the Trunk Details article.

3. Create Outbound Route

An outbound route is used to tell the PBX which extension users are allowed to make outbound calls and which trunk to use for the outbound calls and to select trunks based on patterns. So, an outbound route must be defined for IP PBX setup after completing the trunk settings.

After logging in to the Tegsoft interface with your admin authority, you can reach the outbound route settings page by following the PBX Management > Outbound Routes path.

On this page, you need to define outbound route details, patterns, trunks, and authorized users depending on your needs.

If you need detailed information about defining an outbound route, please check the Outbound Routes Definitons article.

4.Create Default Call Profile

The call profile allows to combining the call routes created in the previous step into a single profile. Call profile definition allows agents in a contact center to make outbound calls. In other words, if there is no call profile, the call cannot exit the system and reach the called person. So, a default call profile must be created for IP PBX setup after completing the outbound route settings.

After logging in to the Tegsoft interface with your admin authority, you can reach the call profile settings page by following the PBX Management > Call Profiles path.

If you need detailed information about defining a call profile, please check the Define Your Call Profile article.

5. Create Extension for Agents

Extension numbers are custom numbers assigned by default to each agent in the contact center. The agent extension call flow allows you to deflect the incoming calls directly to an agent’s personal extension number. So, extensions for each agent must be defined for IP PBX setup after completing the call profile settings.

After logging in to the Tegsoft interface with your admin authority, you can reach the extension settings page by following the PBX Management > Extensions path.

If you need detailed information about defining extensions, please check the Create Extensions for Agents article.

6. Create Administrator and/or Supervisor Accounts

Different users can be created to access the Tegsoft interface with different authorizations. For IP PBX systems, PBX admin and supervisor authorized accounts should be created. A user account with admin authority can access all settings. A user account with supervisor authority can manage processes such as reporting.

After logging in to the Tegsoft interface with your admin authority, you can reach the account settings page by following the System Management > User Management path.

If you need detailed information about creating user accounts, please check the User Management Details article.

7. Define Time Conditions

Time conditions refer to different time periods of the day in a contact center. You can define the time periods of your contact center (for example, in-period and out-period) to the Tegsoft system as a time condition. Thus, you can ensure that the Tegsoft system behaves depending on the time conditions you specify.

After logging in to the Tegsoft interface with your admin authority, you can reach the time condition settings page by following the PBX Management > Time Settings path.

If you need detailed information about defining time conditions, please check the Time Definitions and Settings article.

8. Create IVR Scenarios

IVR stands for interactive voice response, and it is automated phone system with call routing capabilities. Simply put, it allows customers to interact with a computer that recognizes what they are saying and then routes them to the correct department, based on their response. So, IVR scenarios must be created for IP PBX setup.

After logging in to the Tegsoft interface with your admin authority, you can reach the IVR settings page by following the PBX Management > IVR path.

If you need detailed information about creating IVR scenarios, please check the Tegsoft IVR System and Define Your IVR articles.

9. Define Inbound Call Flow Scenarios

Once you have completed the steps given above, you need to define the call flow(s) for the inbound calls. By defining inbound call flows, you determine the route of the incoming calls in the Tegsoft system and ensure that they are directed to the right destination. You can also manage incoming calls according to different configurations and time conditions.

After logging in to the Tegsoft interface with your admin authority, you can reach the inbound calls settings page by following the PBX Management > Inbound Calls path.

If you need detailed information about defining inbound call flow scenarios, please check the Defining Inbound Call Flow Scenarios articles.