Phone System (FreePBX, CRM Phone)

How The Phone System Works

Overview

The phone system is based on a the PBX software FreePBX.  It is hosted on Amazon AWS.

Access Information

System URL What it does... How to Log In
AWS https://aws.amazon.com Hosts the PBX System Details in Vault
FreePBX https://phones.maticmedia.co.uk FreePBX PBX Software Details in vault
Sipgate https://sipgate.co.uk VOIP Trunk Supplier Details in vault
VoipTalk https://voiptalk.com VOIP Trunk Supplier Details in vault

Setup

The diagram below explains the setup.


Phone Numbers

Number Type Supplier
0844 209 2274 Matic Media Difference Corporation
01236 884670 Outbound Sipgate
01236 884619 Outbound Sipgate
0330 380 1564 Blastoff Education VOIPtalk
0330 380 0172 Graphic Warehouse VOIPtalk
0141 530 3780 Outbound Sipgate

IVR

The IVR is managed in FreePBX on this page...

FreePBX Administration (maticmedia.co.uk)

Extensions

Extensions are managed via FreePBX Administration (maticmedia.co.uk)

Current Extensions

A list of extensions and passwords are available in the Vault.

Setting Up an Extension for use within CRM

The following settings must be set for an extension to work within the CRM

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CRM Phone Usage

Setting Extension Up in CRM

  1. Log in to the CRM
  2. Click the cog item in the top right hand side of the CRM

    image-1692366259791.png

  3. Click Settings

    image-1692366278609.png


  4. On the left hand menu select Phone

    image-1692366308190.png


  5. You will be asked to give permission for your microphone to be used.  

    You must select yes to giving permission to use your microphone.  Your phone will not register without this information

  6. Fill in the form with your provided details

    image-1692366403374.png


  7. After clicking save, your phone should automatically try to log you in.

  8. image-1692366435773.png

Outgoing Calls

  1. Click the phone icon to load your phone

    image-1692366490311.png


  2. This will load the dialpad

    image-1692366511865.png


  3. You do not have to enter a 9 before the number to make an outgoing call

  4. You can either click the green tick button or press the enter key to call someone

Transferring Calls

  1. You can transfer calls by using the transfer button

    image-1692366650104.png


  2. This will list available agents or you can transfer to the holding queues

    image-1692366677384.png


Putting a Call On Hold

  1. You can place a call on hold using the hold button

    image-1692366708427.png


  2. You can take a call off hold by pressing the play button

    image-1692366737628.png


Using the Phone Book

  1. You can phone any customer or supplier from the phone book with a quick search

    image-1692366785932.png


  2. By default the phone book shows available other users

    image-1692366809911.png


SoftPhone Usage

FreePBX Reporting