Free virtual PBX 2.0 - Setup instructions

Setup manual / Free PBX

Link to the previous version of instructions for PBX 1.0

Why do you need virtual PBX?

If your company has more than one employee, virtual PBX is necessary for voice communication. Free PBX allows you to connect as many phone numbers in regions convenient for your clients as you need and direct calls to the appropriate employees.

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  • Call recording and statistics will help control the operators and analyze the calls
  • Call forwarding, voicemail and missed calls notifications will not let a single call go unnoticed
  • Voice menu and working hours will simplify the working process and increase company’s prestige
  • Integrations with popular CRM systems and our own free CRM will help you keep track of all client records and deals
  • Speech analytics and recognition will assist with controling calls and employee performance without having to waste time listening to the calls

How to set up PBX? Setup wizard

In this section we will take a look at the minimum settings required for PBX to work, further you will find the description of all the features.

How to configure free PBX: On the home page of your personal account in the “Virtual Phone System” tab click “Settings”. You will be taken to PBX Setup Wizard:

Step 1 Extension numbers

For each PBX user you can create a 3-digit extension number and set up a separate program, equipment, IP-phone, call-forwarding etc. Usually there is one number for each employee, but you can also create 2-3 numbers (for example, for the desk phone and for a program).

Specify the number of employess or devices that will be connected to PBX. Check the “Enable call recordning for all” box (if required). Also, check the corresponding box if you want to use free ZCRM for convenient calls via the browser as well as benefit from all CRM features (leads, clients, tasks, deals).

Click “Next”.

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There is no need to create additional numbers in advance, you can always add more.

Note: call recording is provided for free for 3 extension lines (more lines in price plans Office and Corporation). Note: call recording is provided for free for three extension lines бесплатно предоставляется запись разговоров для трех внутренних линий (more for price plans Office and Corporation).

Step 2 Incoming calls

In this section youu can set up the parameters for receiving incoming calls:

  • Directly to employees’ extension numbers
  • First to the voice greeting “Hello, you have reached…”, then to employees
  • To the voice menu “To talk to the manager, please, press…” – necessary to set the number of menu options (between 1 and 10)

For the second and third options you can enter the text of the greeting that will be read by a robot or upload your own audio file.

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Downloading and installing a program on a device

Congratulations, the basic PBX setup is complete. Now you need to figure out, how your employees will answer calls.

If you have enabled ZCRM and want to receive calls via the browser, you can skip this step. You can also make calls via Google Chrome browser using the plugin.

To receive and make calls you can use any software or equipment that works using SIP protocol.

Examples of some popular software and equipment you can find in “Help” section - Setup manual. We recommend using our offical Zadarma app for Windows, iOS, Android.

  • To connect equipment or a program use settings from “My PBX” page - “Extension numbers” (server, login, extension number password). For each program/equipment you have to use a separate extension number with its login and password. If the amount of extension numbers created earlier is not enough, you can add more on this page;
  • You can also receive calls on your existing mobile or landline number with call forwarding. Information regarding detailed call forwarding setup can be found here. Call forwarding is a paid feature and is charged for as an outgoing call. You can find out call forwarding pricing on this page.

Connecting a virtual number

Now you can make calls! To receive incoming calls from clients, you need to connect a phone number to your PBX. You can choose one or several virtual numbers in 100 countries on the “Settings” page “Virtual numbers”.

​​If you have a previously connected number from a different provider, you can connect it to the PBX as well on the “Additional external line” page, the manual can be found below.

Congratulations! You can start using PBX or configure additional features.

Incoming calls and voice menu

Basic settings already allow you to make and receive calls. Let’s review other important incoming call settings.

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Menu items and calling order

Menu items (scenarios)— a group of extension numbers that will receive an incoming call under the chosen conditions (for example, when pressing 1 in the voice menu or calls from a certain city numbers).

On “My PBX” - “Incoming calls and IVR” page you can edit existing incoming call scenarios, add new or delete redundant ones.

To create a scenario click “+ Menu item” button. You will see scenario settings menu in the block on the right side of the screen.

Trigger when — button that will trigger the scenario when pressed. The scenario can be triggered not only by pressing a certain button, but also when a call comes from a certain number or a group of numbers (for example, +4420*), as well by a call to one of your numbers at Zadarma.

Call group — employees (extension numbers) that will be able to receive that call. You can create a new call group or choose an existing one.

Transfer to menu — voice menu choice for further actions (for multilevel voice menu configuration).

After choosing a button in “Trigger when” and creating or choosing a call group, a link for calling settings will appear.

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In order — call will go to extension numbers in order in case the previous employee did not answer, you can set up the required order and time between calls (for example, you can choose 20 seconds between calls, meaning that in case the first employee does not answer, the call will go to the second one in order and so on).

Simultaneously — calls will go simultaneously to all extension numbers in the call group.

Manually — default option, using the slide you can visually configure the call order. Below you see the example, where a call withing 2 minutes first goes simultaneously to extension numbers 201 and 203, and then in 60 seconds from the beginning to employee with extension numbers 202.

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Calling settings

In the “Calling settings” tab you can configure hold music, calling duration (when the incoming call needs to be dropped if not answered), action if the call is not answered (end, repeat or send to voice menu).

Voice menu, voice greeting, several voice menus

To add a greeting file click “Set up” in the “Voice greetings” block.

You can either upload a file or enter a text that will be voiced by the machine. Over 15 languages and 100 different voices are available for text voicing. You can use the file as a greeting, voice menu (including level 2+) or hold music.

If each virtual number requires a separate voice greeting or different working hours, on the “My PBX” - “Incoming calls and IVR” add a new menu (“+” button), enable Trigger when Calls to numbers and choose a required number.

Multilevel voice menu

In the latest PBX version you can create several voice menu levels.

  1. First add IVR files in the “Voice greetings” tab.
  2. Add all required menus (second and further levels) by clicking + next to the Main menu.
  3. In any item (scenario) of the main menu choose transfer to that menu.
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Call reception by a number being called

If you have several phone numbers with Zadarma, you can direct each number to:

1. Certain employee/employees

Under “Additional scenarios click “+ scenario” and “Call employees”. In the pop-up block on the right choose phone numbers (calls to numbers) and extension numbers (call employees) that will answer calls. Call to this call group can go through simultaneously, in order or according to manual settings.

2. Department (voice menu)

2.1 Create a new voice menu (click + next to the Main menu) and configure it (set up greeting and menu items)

2.2In the new menu click “Trigger when” and “+ Add triggers ", there you choose “Calls to numbers” and specify the numbers, calls to which will trigger the menu.

Call reception by caller’s number

If you need to direct calls from a certain client to a responsible manager, you can create a separate scenario for that. Enable in its settings Trigger when “Calls from numbers”, enter the number in an international format and click Save. You can also add a mask for country and area codes, for example, 4420*, in order to direct calls to different employees depending on the caller’s region.

Calls from specified numbers will be directed to scenario’s extension logins bypassing voice greeting. If you need to add a separate voice greeting you can do that in the additional menu.

Blacklist

On the page “My PBX” - "Incoming calls and IVR" you can create a menu option “Blacklist” and add numbers that you don’t want to receive calls from, as well as a mask of numbers starting with a country and city/provider code, (for example, 1415123* or 44*).

Working hours and autoresponder

To accept calls only during working hours, on the page “My PBX" - "Incoming calls and IVR" turn on feature “Working hours” and select your working days and set working hours.

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You can also set lunch breaks and holidays. In the holidays tab, you can find lists of official national holidays for different countries, add to or delete a holiday from the chosen calendar.

Calls outside working hours can be directed to a separate scenario, for example, to a certain employee or a voicemail so the caller can leave you a message. For this purpose create an “Autoresponder” scenario.

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To configure the autoresponder, send calls to extension number(s) that have call forwarding to voicemail enabled on them (you can set up call forwarding for all numbers on the My PBX - Extension numbers page).

Visual PBX editor

Visual PBX editor will allow you to clearly view how PBX is configured, what are the conditions for triggering different call scenarios. On this page, you can see and set up PBX work using easy to understand block schemes.

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You can go to visual PBX editor by clicking “Open editor” button on My PBX - Incoming calls and IVR page. Here you can see your PBX call routes. You can add any block from the left side to the chart and set up connections between the blocks.

To check PBX work click “Test”, to save changes made in PBX use the “Publish” button

Important conditions for PBX visual editor to work

  • “Working hours” block is added before the menu, so the link from the "Yes" branch can only be with the menu, and the link from the "No" branch can lead to blocks "Call users", "Audio file", "Voice menu" and "Working hours"
  • The link from the "Call users" block signifies an action when no one from the Call group has answered a call and can be looped with the same block (repeating calling) and lead to other "Voice menus"
  • "Audio file" block can only be in one place - as a file played before "Call users" scenario when following the "No" link after the "Working hours" block. The only possible order of blocks is Working hours (no) -> Audio file -> Call users

Additional PBX features and abilities

1. Call transfer and interception

2. Number dialing format

3. Call recording

4. Integrating Zadarma PBX with CRM and other business systems

5. Call forwarding

6. Voicemail

7. Notifications in messengers

8. Conference

9. Determining the number by call destination (CallerID)

10. Additional external line

11. PBX statistics