PBX & Call Center
PBX & Call Center
Everything you need to take, make, route, monitor and improve phone calls in 9bx, from the daily screens your agents use to the setup pages your administrator uses once.
The full menu in the current layout is in the Menu map.
Contents
- How the Phone area is organised
- Daily use: the Phone menu
- Setup: Phone → Setup and Advanced
- Advanced setup
- Suggested reading order
- Words used in this guide
How the Phone area is organised
The phone system lives in two places in the left-hand menu:
| Where | Purpose | Typical user |
|---|---|---|
| Phone | Running the phones today: who is on a call, call history, voicemail, queues, campaigns. | Agents, supervisors, receptionists |
| Phone → Setup | Building the phone system: extensions, trunks, routes, menus, hours, devices. | Administrators |
| Phone → Advanced | Less common features: rate decks, number masking, call tracking, blocked numbers, conference rooms, paging, security, your own phone server. | Administrators |
You only see the pages your role is allowed to use, and some pages only appear when your plan includes them. If a page is missing, ask your administrator (see each page's "Who can use it").
Every PBX & Call Center page opens at an address that starts with /pbx/ (for example /pbx/call-history, /pbx/extensions, /pbx/queues, /pbx/live-calls). Older links that start with /crm/ (bookmarks, emails, notifications) still work and open the same page under /pbx/. Clients and tickets stay under /crm/.
In the top bar you also have the web softphone, a phone inside the browser, and in your profile menu the Browser extension for click-to-dial.
Daily use: the Phone menu
| Page | What it is for | Guide |
|---|---|---|
| Phone dashboard | Health and activity of the phone system at a glance | Phone dashboard |
| Live calls | Who is on a call right now | Live calls |
| Call history | Every call, with recordings and wrap-up notes | Call history |
| Voicemail | Messages left on your extension | Voicemail |
| Call back | People who rang and were not answered | Call back |
| Switchboard | Operator console: transfer, park, pick up, monitor | Switchboard |
| Queues | Hold callers in line until an agent is free | Queues and wallboard |
| Queue wallboard | Live queue board for a wall screen | Queues and wallboard |
| Dialer campaigns | Outbound calling by list | Dialer campaigns |
| Call insights | Search transcripts and AI summaries | Call insights |
Also for daily use: Web softphone and Browser extension.
Setup: Phone → Setup and Advanced
| Page | Guide |
|---|---|
| Extensions & call groups | Extensions and call groups |
| Trunks | Trunks and rate decks |
| Inbound routes | Inbound and outbound routes |
| Outbound routes | Inbound and outbound routes |
| Call flows | Call flows, IVR menus, office hours and audio |
| IVR menus | Call flows, IVR menus, office hours and audio |
| AI receptionist | AI receptionist |
| Office hours | Call flows, IVR menus, office hours and audio |
| Audio library | Call flows, IVR menus, office hours and audio |
| Phone devices, IP phone guide | Phone devices |
| Do not call, Call outcomes, Dialer settings | Dialer campaigns |
Advanced setup
| Page | Guide |
|---|---|
| Rate decks | Trunks and rate decks |
| Number masking | Number masking |
| Call tracking | Call tracking |
| Blocked numbers, Conference rooms, Paging & hot desk, Feature codes & security | Advanced features |
| Phone server, Import from 3CX, WhatsApp calling | Phone server, 3CX import and WhatsApp calling |
Suggested reading order
New phone system? Follow this path:
- Trunks: connect your provider.
- Inbound routes: add the number customers call.
- Extensions: give your team lines.
- Office hours and IVR menus.
- Queues.
- Phone dashboard to confirm everything is healthy.
Words used in this guide
| Term | Meaning |
|---|---|
| Extension | A short internal number (for example 1001) that belongs to a person or a shared desk. |
| Trunk | The connection to your phone provider that carries calls in and out. |
| Inbound route | A public number customers dial (the number itself is the "Number" field of the route). |
| Ring group | Several extensions that ring together or in turn. |
| Queue | A waiting line for callers, with agents who answer in turn. |
| IVR menu | An automatic "press 1 for sales" menu. |
| Wrap-up | The short note an agent saves after a call. |
The Phone group in the left-hand menu.