Frequently Asked Questions (Flex PBX)

1. What's the difference between Flex PBX and IVR Studio?
2. What is a call queue and how do I use that?
3. What is a VOIP extension?
4. What is a physical extension?
5. How can I add IVR capabilities like updating a database?

1. What's the difference between Flex PBX and IVR Studio?

A PBX system is a special and commonly used IVR application. In general, PBX systems are designed for ease of use, and IVR systems are designed for any call flow control and system integration.

You could use Voicent IVR Studio to design your PBX system, but it will not be as easy as using Flex PBX. If you need to integrate your PBX system with a relational database or email server, then you have to use IVR Studio.

2. What is a call queue?

A call queue is a list of calls waiting for transfer. A call is put in a waiting queue if the target extension is busy and the call transfer is set to use queued transfer. Once the extension is available, the first call in the queue is automatically transferred to the extension. You could play on hold music to callers on the waiting queue.

3. What is a VOIP extension?

A VOIP extension is a software program that acts as an extension. For example, a running Skype instance on a computer is an VOIP extension. When used with Voicent RemoteAgent software, a VOIP extension has more flexibility than a physical extension. For example, you can set up call forwarding to a cell phone for that extension when you are temporarily out of office. You can also display call waiting to be answered, park and un-park calls.

4. What is a physical extension?

A physical extension is a landline or cell phone that acts as an extension.

5. How can I add IVR capabilities like updating a database?

You need Enterprise Edition, which includes Voicent IVR Studio. You can import your PBX application to IVR Studio, and have access to all the IVR features.