# 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

<table border="1" id="bkmrk-system-url-what-it-d" style="border-collapse: collapse; width: 100%;"><tbody><tr><td style="width: 17.1817%;">**System**</td><td style="width: 31.414%;">**URL**</td><td style="width: 26.4352%;">**What it does...**</td><td style="width: 24.9691%;">**How to Log In**</td></tr><tr><td style="width: 17.1817%;">AWS</td><td style="width: 31.414%;">https://aws.amazon.com</td><td style="width: 26.4352%;">Hosts the PBX System</td><td style="width: 24.9691%;">Details in Vault</td></tr><tr><td style="width: 17.1817%;">FreePBX</td><td style="width: 31.414%;">https://phones.maticmedia.co.uk</td><td style="width: 26.4352%;">FreePBX PBX Software</td><td style="width: 24.9691%;">Details in vault</td></tr><tr><td style="width: 17.1817%;">Sipgate</td><td style="width: 31.414%;">https://sipgate.co.uk</td><td style="width: 26.4352%;">VOIP Trunk Supplier</td><td style="width: 24.9691%;">Details in vault</td></tr><tr><td style="width: 17.1817%;">VoipTalk</td><td style="width: 31.414%;">https://voiptalk.com</td><td style="width: 26.4352%;">VOIP Trunk Supplier</td><td style="width: 24.9691%;">Details in vault</td></tr></tbody></table>

### Setup

The diagram below explains the setup.

<div drawio-diagram="692"><img src="https://manual.maticmedia.co.uk/uploads/images/drawio/2023-08/drawing-1-1692365921.png" alt=""/></div>

# Phone Numbers

<table border="1" id="bkmrk-number-type-supplier" style="border-collapse: collapse; width: 100%;"><tbody><tr><td style="width: 24.9691%;">**Number**</td><td style="width: 24.9691%;">**Type**</td><td style="width: 50.0618%;">**Supplier**</td></tr><tr><td style="width: 24.9691%;">0844 209 2274</td><td style="width: 24.9691%;">Matic Media</td><td style="width: 50.0618%;">Difference Corporation</td></tr><tr><td style="width: 24.9691%;">01236 884670</td><td style="width: 24.9691%;">Outbound</td><td style="width: 50.0618%;">Sipgate</td></tr><tr><td style="width: 24.9691%;">01236 884619</td><td style="width: 24.9691%;">Outbound</td><td style="width: 50.0618%;">Sipgate</td></tr><tr><td style="width: 24.9691%;">0330 380 1564</td><td style="width: 24.9691%;">Blastoff Education</td><td style="width: 50.0618%;">VOIPtalk</td></tr><tr><td style="width: 24.9691%;">0330 380 0172</td><td style="width: 24.9691%;">Graphic Warehouse</td><td style="width: 50.0618%;">VOIPtalk</td></tr><tr><td style="width: 24.9691%;">0141 530 3780</td><td style="width: 24.9691%;">Outbound</td><td style="width: 50.0618%;">Sipgate</td></tr></tbody></table>

# IVR

The IVR is managed in FreePBX on this page...  
  
[FreePBX Administration (maticmedia.co.uk)](https://phones.maticmedia.co.uk/admin/config.php?display=ivr)

# Extensions

Extensions are managed via [FreePBX Administration (maticmedia.co.uk)](https://phones.maticmedia.co.uk/admin/config.php?display=extensions)

### 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

[![image-1692366072741.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366072741.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366072741.png)

[![image-1692366086119.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366086119.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366086119.png)

[![image-1692366111982.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366111982.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366111982.png)

# 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](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366259791.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366259791.png)
3. Click Settings [![image-1692366278609.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366278609.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366278609.png)
4. On the left hand menu select Phone  
    [![image-1692366308190.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366308190.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366308190.png)
5. You will be asked to give permission for your microphone to be used. <p class="callout danger">**You must select yes to giving permission to use your microphone. Your phone will not register without this information**</p>
6. Fill in the form with your provided details  
    [![image-1692366403374.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366403374.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366403374.png)
7. After clicking save, your phone should automatically try to log you in.
8. [![image-1692366435773.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366435773.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366435773.png)

### Outgoing Calls

1. Click the phone icon to load your phone  
    [![image-1692366490311.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366490311.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366490311.png)
2. This will load the dialpad  
    [![image-1692366511865.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366511865.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366511865.png)
3. <p class="callout danger">**You do not have to enter a 9 before the number to make an outgoing call**</p>
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](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366650104.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366650104.png)
2. This will list available agents or you can transfer to the holding queues  
    [![image-1692366677384.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366677384.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366677384.png)

### Putting a Call On Hold

1. You can place a call on hold using the hold button  
    [![image-1692366708427.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366708427.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366708427.png)
2. You can take a call off hold by pressing the play button  
    [![image-1692366737628.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366737628.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/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](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366785932.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366785932.png)
2. By default the phone book shows available other users  
    [![image-1692366809911.png](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/scaled-1680-/image-1692366809911.png)](https://manual.maticmedia.co.uk/uploads/images/gallery/2023-08/image-1692366809911.png)

# SoftPhone Usage



# FreePBX Reporting