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Hosted PBX

Your business phone system in the cloud

‘Hosted PBX’ is used to describe a phone system that is hosted in the cloud (or Internet) and works via VoIP (Voice Over Internet Protocol).
Some benefits of Hosted PBX include being location independent, not needing equipment, and being easy to manage. Add and remove phones when required, with minimal configuration. Hosted PBX offers a significantly richer feature set compared to older on-premise deployments.

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Easy to connect

Use an IP desk phone, smartphone or PC.
Connect from anywhere via the internet.
From your office, from home or overseas.

Self management portal

Configure the call flow via
our intuitive online management portal.
Easy to use - drag and drop web interface.

Flexible pricing

Combine different call plans.
pay only for what you use.
Scale up and down easily.

Hosted mPBXThis is how it works

No phone lines There are no phone lines - your number will never be busy again.
Number porting Number porting supported. Keep your existing phone number wherever you go.
Order new numbers

Order new numbers from anywhere in the UK or overseas.
View list of countries

Configure call flow Configure inbound call flow yourself. Point number to a user, menu, call queue or any other subject.

Our pricing structure is based on the number of people using a hosted phone system. The User License allows you to create a 'user object' in the call flow. The User object can then be linked to one or more SIP Devices and to the selected call plan.

This allows users to have multiple devices like their Desk Phone, Smartphone and PC all linked to the same object in the call flow and the same call plan, making it easy for other people to reach you.

As a user of the system you can have multiple devices linked to your user object. These could be a Desk IP Phone, Smartphone, PC, or a few Desk IP Phones located in different places, such as one in the office and one at home.

Each device requires a Device License in our system and allows the flexibility of having one User object with one call plan linked to all devices.

Device licenses

We offer various call plans, from basic timed call plans to fully unlimited. Our call plans allow users to make outbound calls at the rates defined in the plan. You can choose different call plans for different users in the system.

Call plans

You can connect any compatible SIP (VoIP) equipment to the system. Each such device requires a Device License. These could be Desk IP Phones, Conference phones, Softphones on a PC or Smartphone, ATA adapters and other devices. Please have a look at our Equipment page to view the equipment we offer.

VoIP equipment

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and try it for yourself

Flexible pricing structure

Use your existing internet. No line rental required.

Company Starter
£4.95
inc VAT
per user/per month
Subscription breakdown:
UK phone number (DDI)
£ 0.60
User license
£ 2.50
SIP or MS Teams device License
£ 1.85
Call plan subscription
£ 0.00
£4.95
Call rates (inc VAT):
UK Landline
(01, 02, 03, 056)
1p
p/min
UK Mobile
(O2, 3, Vodafone, EE, Orange, Virgin mobile)
4.75p
p/min
UK 0800, 0808
FREE
Unlimited Plus
Special
£14.95**
£24.95
inc VAT
per user/
per month
Subscription breakdown:
UK phone number (DDI)
£ 0.60
User license
£ 2.50
SIP or MS Teams device License
£ 1.85
Call plan subscription
£ 10.00
£14.95
Call rates (inc VAT):
UK Landline
(01, 02, 03, 056)
Unlimited*
UK Mobile
(O2, 3, Vodafone, EE, Orange, Virgin mobile)
Unlimited*
UK 0800, 0808
FREE
Free calls to 50 + countries
Unlimited*
FREE: Activation FREE: Advanced features
UK based service
infrastructure
Prices GBP inc VAT
Critical information summary (CIS)
* Fair use policy applies.
** Limited time offer extended – valid for new accounts registered until 1st May 2021 and for the lifetime of those new accounts.
Per second billing for all UK destinations. No minimum call costs. Three decimal points rounding precision.

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Features & Benefits of our Hosted PBX system
Hosted mPBX

Features & Benefits
of our platform

Designed with ease of use in mind, mPBX allows you to have full control of complex call flow scenarios with an easy to understand block diagram. Our billing portal allows you to order phone numbers and licenses and get it instantly activated.
You are now in true control of your business communications.

mPBX Feature Highlights
Call queue wallboard

Our queue wallboard allows you to monitor the status of your call queues in real time.

You can see how many callers are waiting in each of your call queues, how many agents are on call, the average wait time for each queue, and the number of missed and answered calls.

Our queue wallboard will give your agents live information about call loads and will allow them to adjust their time spent on call.

Management will be able to monitor the performance of agents in real time, and make the necessary changes in the staff allocation to each of the call queues.

As with all of our features, there is nothing extra to pay for this new feature!

zoom
Call parking

You can now send calls to the predefined call parking slot and retrieve it from another phone in your business.

This feature was very popular with the older PBX systems and due to high demand we decided to introduce it with our cutting edge Cloud Telephony offerings.

With this new feature you can configure multiple parking slots, send and retrieve calls from each parking slot, and define what to do with the call if it was forgotten in the parking lot.

REST APIs

REST API is designed for integration with various third-party software packages like CRMs, Ticketing systems, etc..
This will allow third party applications to query our cloud PBX and Billing systems for various type of information.

Webhooks

Webhooks will allow you to configure your hosted PBX to send call event notifications to third party applications. This will allow you to integrate with almost any CRM on the market and enable features like caller contact details pop up, click to call and a whole lot more of cutting-edge features.

Call queue wallboard

A call queue wallboard enables you to monitor the status of your call queues in real time. See how many callers are waiting in your call queues, how many agents are on calls, average wait time for each queue, number of missed and answered calls. Your agents will be provided with live information about call loads and will allow them to adjust their time spent on call. Management will be able to monitor performance of agents in real time and to make necessary changes in the staff allocation to each of the call queues.

Queue call-back

Unlike call queue – this feature allows callers to be added to the list with each caller automatically dialled when a User becomes available. Saving waiting time for your callers.

Microsoft 365 – Teams Integration

Allow your Microsoft Teams user the ability to make and receive calls using Direct Routing. Integrate with the PBX for advanced functionality and access unlimited calling plans.

Global phone book

Centralised management of phone book directories. Create global and/or personal phone books, centrally hosted and accessible on various devices. Manage phone book entries via web portal and combine it with your local device phone book.

Phone auto provisioning

Supporting all Yealink IP handsets. Simply select your phone model in the cloud PBX graphical web portal, specify phone MAC address and your phone will pick its configuration up automatically. No more manual configuration hassle.

Call pickup groups

This feature will allow you to configure a group of devices that can pick up inbound calls from each other. If you are in a situation when an inbound call is destined for your colleague who is away from their desk, you can press a predefined key to pick up their call from your device.

Call parking

Place calls in parking lots and allow users to access via a predefined button on their phone. Let the inbound callers listen to advertisement music while they wait and set the time limit and failover destination in case call is not picked up.

DTMF prefix

Allow callers the ability to enter a number of digits that are displayed on the agent’s screen. This is useful for asking for account numbers, order numbers and more.

Secure voice

Enable an extra layer of security to your VoIP calls with SRTP. Your voice will be encrypted within our network which will prevent intruders sniffing your calls.

Video calls

H.264 supported. Place or receive video calls using latest in the video transmission technology.

Custom dial plans

Create and assign custom dial plans to the Users to restrict international dialling.

Reporting

Extract simple and advanced calling metrics for your team and company. See how many missed calls you have had, your most productive users and also a range of call queue statistics.

Inbound number

Instantly order and activate your phone numbers from almost anywhere in the world. Port in existing numbers. Connect your inbound numbers to the PBX and utilise all features to handle your inbound calls. Each number can handle multiple simultaneous inbound calls.

Simultaneous ring

Enable simultaneous ringing from your users to multiple endpoints, SIP devices, Microsoft Teams and external numbers. Take advantage of call confirm for calls diverted to external destinations, to stop the diverted call going to an external voicemail.

Voicemail

Configure your company or personal voicemail to be sent to email or be played back on your physical device. Upload or record your own greeting from the web portal or directly from your device.

Time conditions

Route calls based on time, day, month, year. Create complex patterns combining various time conditions. Configure how calls are handled after hours, during weekends for example.

Ring group

A ring group is a feature that will allow you to assign a set of users or devices that ring simultaneously or in a hunt mode, one after another. The common practice for this feature is for a department such as sales or support, where you want inbound calls to ring on all staff associated to these departments.

Call recording

Have your call recordings sent to email addresses of your choice once the inbound or outbound call has terminated. Every recording emailed will include caller ID, time of the call, user ID and custom subject field. Connect to your CRM to be automatically added to client profiles or store within a custom recording’s mailbox for compliance for years to come.

Announcement

Is a recording you can use anywhere in the call flow. System will play the recording you upload to the caller and will continue to process the call-flow. Could be used if you need to tell something to the caller after some event in the call flow.

Voice menu

An automated attendant can be used to prompt the callers to a range of interactive options which directs to the appropriate department. Press 1 for support, 2 for sales or 3 for accounts. You can create multi-level IVRs using our call-flow block diagram.

Queue

When you are unable to pick up a call immediately the call can be placed in a queue with your customised music on hold. Users can answer the calls when they become available. Configure a range of metrics for timeout clauses, exit codes, periodic announcements and wrap up times.

Conference

Configure virtual conference rooms with unlimited number of participants to collaborate via a voice call. Connect your dial-in number with a PIN for security to organise a dial-in conference. Alternatively call each participant and transfer to a conference room using internal number. Record the conference and add join and exit notifications.

Caller ID prefix

The caller ID prefix will prepend a custom text to the inbound caller ID. This can help you to identify how the call was processed. For example, if the call went via IVR menu and the caller selected 1 for sales, you can prepend the text ‘sales’ as a caller ID prefix.

Caller ID routing

Route inbound calls to specific destinations based on their caller ID. As an example, send calls inbound from a specific location to the local office or branch.

Internal number

Add a short internal number to your call flow for your users to transfer or call internally.

PIN code

Add a PIN code to your inbound call flow for security for applications such as conference rooms, DISA and also to stop callers accessing certain users or groups. As an example, add a PIN code to a ring group for premium support.

Blacklist

Add your problem callers to a blacklist that will automatically terminate inbound calls. A good example of this feature would be to add the caller ID’s of your problem callers so that they get a busy tone every time they attempt to dial your number.

Fax to email

Answer inbound fax calls and convert to a PDF and send to an email address of your choice.

Dial tone access

Dial a number from outside your phone system, enter a PIN and dial as if you are inside the office. Often used to make internal calls using lower call rates available.

Email notification

Send out email notifications when the feature is utilised from within the call flow. When an inbound call is missed send an email to the departmental manager to notify. Or send an email to your on-call users when an out of hours request is logged.

Call diversion

Divert calls to external numbers of your choice. Most commonly used to divert to mobile numbers outside of business hours or after-hours answering services.

SIP Trunk

Integrate with third party platforms, connect to your onsite PBX to make and receive calls. Route calls between onsite and hosted PBX. Connect Microsoft Teams via Direct routing.

Call flow control

Configure manual override using a feature code that can be dialled from any handset to change how your inbound calls are handled. Common use could be a night switch.

Custom caller ID

You can assign the Caller ID of your choice to any User within the system. You can set the same caller ID for multiple users or use a unique caller ID for each user.

Set caller ID

Replace original caller ID in the inbound call to the caller ID of your choice. Can be used during call diversion to identify the call.

Music on hold

Allow your inbound calls the option to listen to music when they are waiting in queues or placed on hold. Whether this is your own advertisement music or a bespoke royalty free selection.

Presence

Configure busy lamp fields for your users to highlight who is on a call, available or busy. Pick the ringing call up of the other user from your phone.

Call transfer

Transfer calls using an internal short or extension number or via an external number, such as a mobile number or landline.

View all Features & Benefits

Statistical call reports

Inbound Call Reports

You can select a date range and generate a report about all the inbound calls going to your business.

You will see statistics about how many calls were answered or missed and where those calls were coming from by caller ID. You can also save the generated reports as PDF or CSV files for further analysis.

Outbound Call Reports

You can select a date range and generate a report about all the calls made by your business.

You will see statistics about how many calls were made and how many were answered, busy or not answered (e.g. calls to 4420 – London or 44161 – Manchester etc.) You can also save the generated reports as PDF or CSV files for further analysis.

Daily Call Distribution

The daily call distribution report shows you statistics about the number of inbound and outbound calls made on each day of the chosen reporting period. This information includes busy and no answer call statistics, so that you can analyse the busy time periods and identify peak days for your business.

Hour of Day Call Distribution

The hour of day call distribution report shows the number of inbound and outbound calls made on each hour for the selected date period so that you can analyse the busiest time of day for your business, see when you have a shortage of staff to handle calls, and determine when is a quiet time of day for your business.

Monthly Call Volume

The monthly call distribution report reveals statistics about the number of inbound and outbound calls made during each month of the selected reporting period. This data includes busy and no answer call statistics, so that you can analyse the busy time periods and identify peak months for your business.

mPBX

Frequently asked questions

  • What is a hosted PBX phone system?
    Hosted PBX phone system is a service provided online via internet. It allows to connect special internet phones (VoIP phones) and make/receive phone calls. Hosted PBX also allows configuration of call-flow features to route calls using predefined rules to the required user/extension. VoIPLine Telecom provides an extensive feature set free of charge, including popular features like time of day call routing, voicemail to email, call queues, follow me, voice menus, call recording and much more.
  • What is the meaning of hosted PBX?
    Cloud PBX. IP telecommunications. Virtual office phone system. There are plenty of names for this technology in the telecommunications industry. PBX Stand for “Private Branch Exchange” and in the past allowed communications within one building or office. Modern telephony service use internet to transmit voice and PBX can be hosted in the data centre or in the cloud. It is basically a set of equipment and software that allows advanced call routing functionality.
  • How does a hosted PBX work?
    PBX stands for Private Branch eXchange. In the past, due to a limited number of phone lines being connected to a building, the primary function of PBX was to allow internal calls between system users and for connection of more phones to the system than lines available. Lines were effectively shared among users via PBX. Modern technology nowadays using VoIP does not require traditional PSTN lines and uses data links instead. PBX is still widely used, although its primary function is now to improve call handling and user performance via advanced call routing features. Modern cloud PBX is effectively software that controls digital voice data.
  • How does hosted telephony work?
    Hosted PBX is based on Voice over IP. In simple terms, your voice is encoded by the phone and transmitted via the internet to the server with cloud PBX Software. Hosted PBX server in turn can perform various tasks with the routing of your call and then pass it to upstream carriers for connection to the dialled destination. Most modern carriers connect to each other using IP data links. This allows for better quality of sound, more security and reliability.
  • What is unified communications?
    Unified communications is a set of tools that allow for more efficient communication within your team using various communication channels. Those can be chat, video calls, screen sharing sessions, conference calls, emails, sending files to each other, using various devices to communicate. With hosted PBX, you will be able to use part of the unified communication tools like video calls, conference calls, email notifications. You can also look at our MS Teams integration options to allow additional Unified communication channels like chat, screen sharing, file transfer and more.
  • Do I need internet and how fast?
    VoIP (Voice over IP) requires data connection between your premises and our servers. In most cases it would be public internet. However you only need a tiny amount of bandwidth – connection speed in order to use VoIP. Each channel requires 80Kbps (0.08 Mbps), or using compressed codec even smaller – 0.03 Mbps. Quality of VoIP will highly depend on the reliability of your internet connection. It does not have to be very fast, but it must be reliable and stable. We also recommend using dedicated internet link for setups with over 5 phones.
  • What happens if my internet goes down?
    We have multiple solutions that can make sure you can continue to receive calls even when your internet goes down. You can have calls diverted to your mobile phone if you are offline, this way you can continue to receive calls without any internet. You can also have multiple internet connections for redundancy so if one connection fails you can continue to use the other.
  • What is the quality like?
    Simply speaking – it is better than using traditional phone lines. We use G722 (High Definition Voice Codec). Connection will be crystal clear and better compared to normal PSTN services. Also, unlike many other services, all our equipment is hosted locally, meaning that there will be no delays in voice transmission.
  • Is it reliable?
    Our systems are optimized for reliability, not price. We guarantee 99.9% SLA backed uptime on all our systems. All parts of the system are fully redundant, meaning that there is no single point of failure. This is not just words. We use independent monitoring company called hyperspin.com to monitor our server uptime. Visit our system uptime page.
  • How do the call plans work?
    All our call plan pricing are based ‘per user’. Each user is linked to its own call plan. Single user can have more than one SIP device. Therefore if you want to have two phones, you would need to sign up for two users with one sip device for each user. If you have one user and two sip devices - you can only use one phone at one time. There is no ‘phone lines’ in VoIP. Instead there are: SIP devices, Users, Inbound phone numbers. Inbound phone numbers – are normal phone numbers people can dial. We don’t limit the number of simultaneous inbound calls you can receive on your phones for UK numbers.
  • Do you have references?
    We have client testimonials on our testimonials page.
  • Where are you based?
    Our head office is in London, United Kingdom with our servers located in Reading, Berkshire datacentre. All sales and support is handled by our highly trained staff.
  • Can I port my number in or out?
    Almost all UK telephone numbers can be ported into our system. Any UK numbers that we provide or are ported into our service can be ported to another provider as long as that provider is willing to take on the number.
  • What does PSTN mean?
    PSTN stands for Public Switched Telephone Network. It is a term used to describe traditional copper phone lines. PSTN services are dying off nowadays due to new VoIP based technology.
  • Can I use my landline phone with VoIP?
    Your older handset can be used with VoIP via special device called ATA (Analog telephone adapter). Adapter will convert analog signals sent by your phone into IP traffic that can be transmitted over the internet. However, we recommend using special phones like Yealink for the full experience of VoIP as it gives you an additional range of great features and greatly improves the quality of calls.
  • How does VoIP work for small business?
    VoIP technology allows small business to benefit from call routing features previously available exclusively to large corporations due to high price associated with complex onsite PBX systems. Today technologies allow small business owners to greatly improve their call handling by using features like multiple simultaneous calls on the same phone number, call distribution using various rules, ability to answer calls from anywhere you can get access to internet. It is also significantly cheaper compared to older PSTN or ISDN phone lines.
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Talk to VoIPLine Telecom about Hosted PBX

We also offer the following services to cover your most demanding requirements

Freephone/UK-wide services

Freephone/UK-wide numbers

Visit Freephone/UK-wide services page

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does not have to be expensive.
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Internet

Internet

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Guaranteed voice quality via our dedicated ADSL2+ and FTTC Fibre connections.

International inbound phone numbers

International inbound phone numbers

View more info Download PDF

Connect phone numbers from over 50 countries around the world. Make it easier for your overseas customers to reach you.

Voice Artist

Voice Artist

View more info Download PDF

Impress your clients with
professionally recorded greetings.

Number Porting

Number Porting

View more info Download PDF

Number porting supported.
Keep your existing phone number wherever you go.

Have special requirements?
Let us tailor a solution to suit your needs

We’d be happy to give you a call and go through your requirements. Once we understand your needs, we will provide you with a detailed quotation. We can also create custom call plans, integrate with third party systems and customise the setup to create a custom solution based on your requirements.

Or sign up to start your
Hosted PBX 14 day free trial today!