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Cloud PBX · Virtual switchboardYour company's cloud phone system
A cloud PBX replaces the switchboard installed in your premises: voice menu, queues, transfers and opening hours are configured online, and your desks connect over the internet. No central unit, no on-site intervention to add an extension — and every call feeds your CRM.
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What is a cloud PBX?
A cloud PBX (or virtual switchboard / hosted IPBX) replaces the physical unit (PBX) installed in your premises. The whole configuration — reception, voice menus, queues, transfers — is done online, from an ordinary browser.
No PBX, no equipment.
No more central unit to install, cable and maintain. A cloud switchboard is set up quickly, grows with your business and removes the cost of physical equipment. Your users call from a computer or a mobile.
Voice reception and IVR.
Build an interactive voice response menu to greet callers, play a message, handle opening hours and route every call to the right department from a single menu.
Queues and call routing.
Distribute calls on clear rules — by department, skill or availability — with queues, hold music and priorities, so no call is lost at peak hours.
- Welcome message and voice menus (IVR)
- Queues and hold music
- Transfers, forwarding and voicemail
- Opening hours and messages by time of day
Several sites and remote work.
Link several branches under one switchboard, with local numbers per city and inter-site transfers. Your teams stay reachable at the office and from home.
A switchboard coupled to the CRM.
Unlike a traditional switchboard, FinixPhone links every call to the customer record in the CRM. The switchboard runs on our cloud telephony; for high-volume floors, see the call center software. Market pages exist for certain countries — see for example cloud PBX in Morocco (in French).
Designing a voice menu that does not drive callers away.
The interactive voice response menu routes the caller before any human picks up. Well designed, it cuts pointless transfers; badly designed, it makes people hang up.
- Three to four choices per level, no more. Beyond that, the caller has forgotten the first before hearing the last.
- Two levels of depth at most. Every extra level costs abandons.
- Announce the most requested option first. Reporting tells you which one it is.
- Always leave a way through to a human. A menu with no exit is the surest way to lose an existing customer.
What happens when everyone is busy.
Waiting is unavoidable at peak; what you choose is how it is experienced and what happens at the end of it.
| Setting | What it does | What to watch |
|---|---|---|
| Priorities | Moves certain calls ahead | Pick a defensible rule, not an arbitrary one |
| Overflow | Switches to another team beyond a threshold | With no backup team, nothing overflows anywhere |
| Opening hours | Routes differently by time and day | Remember public holidays and on-call cover |
| Waiting messages | Informs during the wait | A message that loops too fast irritates more than it reassures |
What changes, and what does not.
What disappears
The physical switchboard, its maintenance, its cards, and the site visit to add an extension.
What moves
Configuration goes online: opening hours, forwards, queues and menus are changed from an interface.
What still has to be done
Number porting and a network check — the two points that set the timetable.
BenefitWhat is added
The call becomes data: it is measured, attached to a customer record and feeds reporting.
Before you switch over.
- The list of your numbers and their operator — gather this first, it drives the timescales.
- A stable internet connection, ideally with a second link or mobile backup.
- Your real call org chart, not the one in the original document: who answers what today, informal arrangements included.
- Opening hours and on-call cover, public holidays included.
Frequently asked questions
What is a cloud PBX?
A hosted switchboard that replaces the PBX installed in your premises. Reception, queues, transfers and opening hours are configured online, and your desks connect over the internet. No central unit sits in a technical room any more.
What is an IVR?
The voice menu that greets the caller: "press 1 for sales, 2 for support". It routes to the right department without human intervention, applies opening hours and plays waiting messages. Well designed, it cuts pointless transfers; badly designed, it makes people hang up.
How many options should a voice menu have?
Three or four per level, and two levels at most. Beyond that, callers have forgotten the first option before hearing the last. Announce the most requested option first — reporting tells you which one it is — and always leave a way through to a human.
What happens when everyone is busy?
The call enters a queue. You set priorities, overflow to another team beyond a threshold, opening-hours routing and waiting messages. Watch out for one trap: configuring overflow without designating a backup team means nothing overflows anywhere.
Can we keep our existing numbers?
Porting is assessed case by case, by operator, country and number type. It is the point that sets the timetable, so deal with it first — see virtual numbers.
What do we need on our side?
A stable internet connection sized for your simultaneous calls, a local network that does not saturate at peak, and desks with a headset or an IP phone. The headset is the best-value purchase for perceived quality.
See the cloud PBX on your own call setup.
A thirty-minute demonstration: voice menu, queues, routing and supervision, applied to the way you work.
No commitment · Reply within 24 working hours
Read before you decide.
Cloud or traditional telephony
Costs, flexibility, maintenance: what really separates the two.
What is VoIP?
Voice over IP explained simply, and what it changes for a business.
Improving your answer rate
Seven concrete levers, in order of payback.
Migrating without downtime
Five stages, and the point that sets the timetable.