Go to the “Virtual Phone System” section on the main page of your Personal Account, and click “Set up PBX”. You are redirected to the “Wizard” section.
1. Setup Extensions (extension numbers)
(“My PBX” - “Extension numbers”)
You can create a 3-digit extension for each phone system user, and assign it with their individual setup, SIP number, call forwarding, etc.
Indicate the number of users or devices to be connected to the phone system, and click Next.
You can always create additional extensions, so there is no need to add the extensions in advance.
2. Setup Voice Greeting and Menu
(“My PBX” - “Incoming calls and IVR”) optional setting
Here you can activate and setup a voice greeting.
You can upload an audio file with your own greeting, or use the text to voice function.
Maximum file size is up to 5 Mb; it can be either MP3 or WAV.
We recommend you use the following audio file features for the greeting, or for the on hold music:
WAV format: Bitrate = 9 bit, sampling frequency = 16 kHz
MP3 format: Bitrate – 64 kbit/s, sampling frequency = 16 kHz
This will allow for maximum sound quality from the Zadarma Phone System.
If you choose the text to voice option, the text you have entered is automatically read by the system. You can enter 5 to 100 characters.
Select "On", and click Next.
3. Incoming Call Scenarios
(“My PBX” – “Incoming calls and IVR”) optional setting
You can setup an Interactive Voice Response system (IVR), where the caller is routed to an extension or a voicemail based on the button they push on their phone when they call you.
Press 1: Accounting;
Press 2: Sales;
Press 3: Send a fax;
No button pushed: Operator
Voicemail: Calls forwarded to voicemail (during non-working hours).
In this section you can create and name the routing scenarios. You can set up where the calls are routed in the next step. To create a routing scenario, input its title, choose the number and click Create.
The "without pressing" scenario is created by default.
4. Incoming Calls Setup
(“My PBX” – “Incoming calls and IVR”)
In this section you have to indicate which extensions (extension numbers) will receive your calls and in what order.
Scenarios consist of three consecutive steps: “First call to”, “Second call to”, “Third call to”. You can add one or more extension numbers to each one of them. In the “available numbers” column, mark the extension number you want to add and press “Add”.
Your incoming calls will be routed to the extensions you've chosen, in the indicated order.
In order for the phone system to function properly there must be a "without pressing" scenario in place. This is the default scenario which defines the routing of a call when the caller doesn't press any buttons.
Click "OK". Now your phone system is ready.
Softphone download and setup on PC and mobile
You can use any SIP software or equipment to receive and make calls.
See examples of popular software and equipment setup in “Help” – “Setup instructions”.
Additional Phone System Functions
If you do not want to miss a call, you can setup conditional call forwarding to your mobile or landline phone.
Under “My PBX” – “Extension numbers” (left side of the selected extension number menu), select “Call forwarding and Voicemail”. Choose «No response or unavailable» to turn conditional call forwarding on, or choose “Always” to turn unconditional call forwarding on.
If you choose conditional call forwarding, a call is routed to selected software or equipment, and if it is unavailable or unresponsive for 20 seconds, the call is rerouted again.
If you choose unconditional call forwarding, a call is immediately routed to the selected number regardless of the software/equipment availability.
In the “Phone” field, indicate a call forwarding number using the set prefixes (if these are set up in the “My PBX” – “Outgoing calls” section), without the + character. Select “Phone” to save your settings.
If the prefixes are not set up, enter the number in the international format: country code + city/operator code +number, for example, 19178456006. Also in your Personal Account in "My profile" you can enable "Call without country code" feature to dial numbers in local format, for example 9178456006.
Call forwarding alert – to see that you are receiving a forwarded call and not a direct one, you can set up an alert. You will hear it while answering a call before you are connected to the call recipient.
Standard alert – one signal tone in the beginning of the voicemail recording.
The “CallerID setup” option enables you to select the number displayed when a call is forwarded. If you select this option, the CallerID is the internal extension called; if it's off, the caller number is displayed.
Rates for forwarded calls are the same as the rates for outgoing calls.
You can record both Zadarma Phone System outgoing and incoming calls:
The recordings are sent to your email address or kept in the cloud storage (on our server).
Call recordings for up to 3 extensions are free. The call recording rate for additional extensions is $1 a month.
200Mb cloud storage space is available (enough for over 10 hours of calls). You can find the recordings under “My PBX” – “PBX Statistics”, or download them using the API. If call recording is turned off, the recordings are deleted from the Cloud in 180 days.
To enable call recordings, go to “My PBX” - “Extension numbers”.
Additional scenario for direct numbers
If there are several virtual numbers in your account and it is necessary to route them to different PBX extensions, you can create incoming calls scenario for each number.
When adding a routing scenario under “My PBX” - “Incoming calls and IVR”, use the "Additional Scenario" option.
Use the "Trigger for calls to numbers" option to select the virtual numbers (one or more) and the internal extensions the call should be routed to.
If this option is turned on, calls to the selected number are routed to this scenario without a voice greeting.
Routing Calls Based on the Caller Number
If you want to route a call from a specific client to a specific operator, you can create a scenario for this purpose. Turn the option «Trigger for calls from numbers» on in scenario settings. Add the client’s number in the international format and click “Add”.
You can also add a mask for the country code or city/operator, for example, 1646*. This option is useful to distribute calls on to different employees in various client regions.
If this feature is enabled, calls from the indicated number are routed to this scenario without a voice greeting.
Multiple Voice Menus
It is possible to create different voice greetings and different working hours for each virtual number. On “My PBX” – “Incoming calls and IVR” page, add a new menu. Select «Trigger for calls from numbers» and select a chosen number. In this additional scenario you can use the same options as in the main menu.
To receive calls during working hours only, go to the “My PBX” – “Incoming calls and IVR” page. Turn the “Working hours” option on and specify the days and working hours. You can also upload a specific voice greeting to be played during non-working hours.
Calls during non-working hours can be received via a specific scenario, for example, they can be routed to a specific employee or transferred to a voicemail, where the caller can leave a message.
The Zadarma phone system provides the “Autoresponder” for this purpose.
Call Forwarding to Voicemail
Select “Call forwarding and voicemail” in “My PBX” “Extension numbers”.
Choose the “Always” option, then enter you email address and check the box opposite to it. In the “Greeting” section you can upload a different audio file for a voicemail greeting.
Add the extension number to the selected scenario, for example, to the “Autoresponder” (My PBX” – “Incoming calls and IVR”).
On Hold Music
While your clients are on hold or being transferred, you can turn the music (or an ad playing) on instead of the signal tones - (“My PBX” – “Incoming calls and IVR”).
Please note that the music (instead of the signal tones) feature is only guaranteed when the voice greeting is turned on.
If you receive calls from numbers that you don’t want to answer, you can create a “Black list” scenario and add those numbers to the list - (“My PBX” – “Incoming calls and IVR” ).
Additional External Line
You can connect one number from a third party provider to the virtual Zadarma PBX on the page “My PBX” – “External lines”.
If you have a landline phone number, connected via a copper communication line, it's possible to use a VoIP gateway with an FXO port and activate the external line in your Personal Account in “Gateway” mode. To do this, enter the gate settings from your personal account.
If your number is SIP enabled, then simply activate the external line in “Server” mode and enter the number settings.
Your provider should give you the data for connection: server, domain (can be the same as server), login, password.
On our side, connection to the number uses the following IP addresses:
Your clients see your CallerID number.
You can set any connected or confirmed number here. You can order a number in the “Settings” – “Virtual numbers”, “Connect a number” subsection.
Choose the right country from the list and press “Buy” near the chosen city.
Confirm your own number via SMS, or by making a call on the page “Settings” – “My account”.
To avoid having to change CallerID manually if you have several numbers connected and you are making calls in different countries, you can setup automatic number replacement rules according to call direction.
On the right side of the page, in (“My PBX” – “Outgoing calls”), click “add a rule for CallerID”. Enter country code and/or city code, of which you are calling (for example, 1 for the USA, 44 for the UK, etc). Choose the corresponding CallerID and click “Create”.
Transferring and picking up calls
To transfer a client to another extension, press #, followed by the extension number of the recipient, and then # again, for example, #101#.
To transfer a call with a voice notification, press * extension number #, for example, *101#. In this case you are connected with the dialled extension number and you can inform your employee, who is calling and why. After one of these parties finishes the conversation, the client is transferred to a person on the line.
If the dialled extension number is unresponsive for 25 seconds, the call is redirected to you.
If your extension number is not in the incoming calls scenario, to pick up the incoming call, enter 40 and press Call.
These are the Zadarma Phone System (PBX) basic features. We are constantly working on improving it and adding new functions, so check the PBX settings of your personal account for system enhancements.