Voicent PBX

About PBX

PBX Feature Tour

Quick Questions

What is a PBX?

A private branch exchange (PBX) is a telephone exchange for a particular business. A PBX system connects incoming telephone lines to a set of extensions inside a business.

What is VOIP or IP PBX?

VOIP PBX or IP is a PBX system that can handle calls on an IP network. It supports outbound connection to a SIP trunk or regular trunk; it also supports IP extensions. Most VOIP services provide regular telephone numbers to allow calls from landline or cell phones. The person who calls these numbers usually cannot tell the difference whether the call is make to a VOIP service or traditional PSTN service.

What is Voicent's Flex PBX?

Flex PBX is an affordable and easy to use auto attendant software system. Because it is a software package, it offers flexible configuration and unlimited design capability. It has all the features of a traditional PBX plus much more.

What is an Auto Attendant?

Also known as a Virtual Receptionist, it allows callers to be automatically transferred to an extension without the intervention of a live operator. Typically the Auto Attendant is included in a business phone system.

What is an IVR Menu?

A phone system menu that interacts with humans through the use of voice and DTMF keypad inputs. Auto attendant is a special kind IVR, where the target operation is the transfer of a call to an extension. IVR can be more broadly defined. It can interact with a database to supply requested information such as account balances, etc.

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Agent Dashboard™: Forwarding Calls

Calls can be forwarded with a click of a button from one Agent Dashboard to another, instantly. Both active calls and calls in queue can be forwarded to any agent and to any number.

Select Calls in Queue to Forward

With the CRM popup screen, an agent can view which agents the caller has spoken to before and notes about the caller. Agents can forward these calls in queue to the extension of the agent they've spoken to before.

Transfer Active Calls

When speaking to a caller, agents can transfer these live calls to another agent or department on the call. Calls can be transferred immediately, or can be put on hold first and then transferred.

Forward After Timeout

Calls can be automatically forwarded after a certain time to another agent, voicemail, or an Auto Attendant to make sure callers are not stuck in queue forever.

Automatic Forwarding

Agents can set up automatic extension forwarding to the same number, so they can receive calls on their cellphone wherever they while still being connected to the office phone.

Forward Calls to One Number

Voicent Auto Attendant can forward routed calls to the same number. On the Agent Dashboard, incoming calls in the call queue contain the caller's Auto Attendant category that they chose, so agents can answer their calls accordingly.