Extensions and devices
Desk phones, softphones and the people attached to them. Add a colleague, give them a number, point it at whatever they actually answer on.
xPBX
The phone system and the call centre, in one platform. xPBX runs your extensions, your queues and the people answering them — and tells you what happened on every call.
A business phone system and a call centre are usually two products from two suppliers, stitched together and arguing about who owns the recording. xPBX is one platform that does both, because they are the same calls.
xPBX has been running in call centres since 2011, and is now in its fourth major version. That is a long time to be answering other people's telephones, and most of what is here was learned from it. Asterisk drives the telephony underneath — the engine the industry already trusts — and around it sits everything that engine does not provide on its own: the management, the agents' day, and the reporting that explains it afterwards.
The phone system
Lines and trunks
Your connections to the outside world, with their state visible rather than guessed at. When a carrier drops, you find out from the screen instead of from a customer.
Call routing
Menus that send callers where they need to go, and schedules that know your opening hours, your holidays and the difference between a Tuesday and a Christmas Eve.
Recording
Calls recorded where the rules require it and retrievable when someone asks, tied to the call they belong to rather than dumped in a folder by timestamp.
Shared phonebook
One directory everyone works from, so a name appears on the display instead of a number nobody recognises.
Fax, still
Some sectors have not stopped, and pretending otherwise does not help the people who still receive them.
The call centre
Queues
Calls distributed to the agents who should take them, with the rules about who gets what in your hands rather than ours.
An agent's screen
A softphone in the browser, the queues they belong to, the call in front of them and who is calling. No separate handset application to install and keep aligned.
Pauses that mean something
Lunch, training, a scheduled break — recorded as what they were. Occupancy figures are only useful when the gaps are labelled honestly.
Live, not five minutes ago
Queue state and agent state update as they change. A supervisor watching a queue build should see it building, not a refresh from a minute back.
Tickets attached to calls
A call that needs following up becomes a ticket with the conversation attached, so the next person does not start from nothing.
Jira, if that is where work lives
Tickets synchronise with Jira, so your support team keeps working where it already works instead of in a second queue of its own.
What the numbers tell you
Reporting across calls, queues and agents — how long people waited, how many gave up, who was available and when. The point is not the dashboard; it is being able to answer why Tuesday afternoon went badly, with evidence rather than impressions.
On your terms
Your database
PostgreSQL, SQL Server or Oracle. Organisations have database teams and licences already, and a phone system is a poor reason to acquire another.
Your infrastructure
Containerised services you run where you choose — your own hardware, your own cloud, or hosted by us. Telephony data rarely wants to leave the building.
Your language and your look
Translated interfaces and themes that carry your branding, because agents stare at this screen for eight hours and it may as well be yours.
Your permissions
Roles and permissions fine enough that a supervisor sees their own team, an administrator sees the system, and neither sees the other's business.
Tell us how your calls actually flow
Every contact centre is shaped by the conversations it has. Describe yours — how many agents, how many queues, what happens out of hours — and we will show you how xPBX handles it.
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