Cloud PBX service
A full IP PBX with no hardware on your premises: extensions, routing and call recording from our cloud
Cloud PBX lets you take PBX functions as a service. The PBX runs in our cloud; calls come down to your network over VPN or a fixed IP and are distributed from there to the IP phones and softphones in your offices.
Licence, software, maintenance and technical support are included in the service fee. Server, uninterruptible power, backup and version upgrades are our responsibility, not yours; you open extensions, define routes and pull your reports.
Who it is for
For organisations that do not want a PBX room and work across locations
Organisations with several branches
No separate PBX per site and no separate administration for each. Branches are gathered in one system; calls between branches work like internal calls and carry no extra charge.
Remote and hybrid teams
Someone working from home or in the field carries the same office extension on the softphone on their computer or phone. The caller sees the corporate number; the employee’s personal number stays private.
Growing organisations, new offices, ageing PBXs
Adding an extension means a definition, not a hardware purchase; capacity can be reduced again when a seasonal team shrinks. Telephony goes live without planning a PBX room, cabling or hardware investment.
- If what you need is queue management, campaign dialling, agent performance and quality evaluation, you are looking for a contact centre platform rather than a PBX; the comparison on the Contact Center Solutions page draws that line.
Functions
What is inside the service?
SIP communication and IP extensions
The carrier SIP trunk is received on our SBC and VoIP Router layer; extensions are defined as SIP-capable IP phones or softphones.
Routing and routes
An inbound call lands on an extension, a group or a branch by route rule. The fallback target for out-of-hours and outage scenarios is defined at installation.
CDR reporting
Core call detail reports: who called whom, when and for how long. Available per extension, route and external trunk.
Call recording
Recording is triggered per extension, agent, route or external trunk, and reported. The last three months of conversations are retained, recordings are uploaded to a location you designate, and can be downloaded singly or in bulk.
Softphone
A softphone on the computer or mobile device carries the same office extension. A desk phone is not required.
Optional integrations
WhatsApp, Microsoft Teams and LDAP integration are priced as additional scope on request. The licence count can be increased within the contract.
How we work
We do not promise before measuring your line
- Line and capacity measurementHow many simultaneous calls, what kind of internet connection? In a cloud PBX, voice quality depends on your line; before you decide to move, we measure whether the line can carry the voice traffic.
- Number deliveryCorporate landlines, 444 numbers and numbers in different cities are carried over our VoIP Router infrastructure; the number your customers have called for years does not change.
- DefinitionsExtensions, routes, recording rules and the failover routing for an outage are written at installation, not during the outage.
- Phones and go-liveIP phones and softphones are registered, test calls are made, the system goes live. From then on, phone and e-mail technical support is included in the service fee.
Architecture
How does a call get from the carrier to your office?
Connection diagram
Carrier, Tecmony cloud, corporate network
The carrier SIP trunk comes down to the Tecmony SBC and VoIP Router layer and reaches the cloud PBX from there. The PBX handles call recording and CDR reporting. On the corporate side, calls come down over VPN or a fixed IP to the local network and are distributed to the IP phones and softphones in each office.
- Security: offices connecting from outside come in on a fixed IP or a VPN account.
- Branches: each office on its own VLAN, on the same PBX.
- No PBX hardware on site: only phones and network equipment.
- Tecmony SBC / VoIP Router · TT Esenyurt
- IVR and call recording in the PBX
- PSTN lines become SIP; no FXO is needed and no extra 80 kb of bandwidth is spent per call.
- IP phones connect to Türk Telekom Esenyurt; no FXS is needed.
- Each call is a conversation of about 80 kb; 15–20 calls can run at once, but only if the internet connection is used entirely for voice. If the internet goes down, calls still reach the PBX, the IVR answers and calls are recorded; until the office is back online, calls cannot be answered there and extensions cannot talk to each other.
- For security, each office that connects must have a static IP or a VPN account.
Service scope
What the fee covers, and what it does not
Included in the service fee
- Provisioning of definitions on the cloud system
- Software and licensing
- Maintenance and version upgrades
- Phone and e-mail technical support
Provided by the customer
- IP phones, headsets; modems, routers and switches where required
- Data connectivity (internet line) charges
- Data and power cabling for the phones, and network equipment (switch, router, firewall, modem)
- Installation and maintenance of SIP handsets the customer chooses; not every phone supports every feature
Simultaneous call capacity by connection type
| Connection | Approximate simultaneous calls | Note |
|---|---|---|
| ADSL | Up to 3 | Small office |
| G.SHDSL | Up to 10 | Bandwidth is calculated against the call count |
| Fibre | More than 10 | Bandwidth is calculated against the call count |
Incident response
The response times we commit to, by severity
The clock starts when the incident is raised. We measure ourselves not by how many incidents occur but by how quickly they are resolved.
| Severity | Condition | First notification | Work starts | Resolution target | Coverage | Target |
|---|---|---|---|---|---|---|
| Critical | All primary services down | 15 minutes | 30 minutes | 12 hours | 24/7 | 99% |
| High | Primary services running, a major function unavailable | 30 minutes | 2 hours | 24 hours | 24/7 | 95% |
| Medium | Services running, a non-major function unavailable | 2 hours | 8 hours | 48 hours | 12 hours a day, 5 days a week | 80% |
| Low | Everything running, non-critical request | 8 hours | 24 hours | 1 week | 8 hours a day, 5 days a week | 80% |
Frequently asked
Frequently asked questions
We already have our own PBX. Why move to the cloud?
There is no need to replace a working PBX just to modernise. A move usually makes sense in specific situations: the PBX hardware has reached end of life and a replacement investment is on the table; capacity is short and expanding means more hardware; new branches are opening and you would rather not install a PBX at each; or the team has dispersed and remote staff need to carry their office extension. In the cloud, hardware investment, maintenance, backup and upgrades leave your organisation; in return, voice quality becomes dependent on your internet connection. That is why we measure your line before you commit.
How does a cloud PBX differ from an on-premises one?
Functionally they do largely the same job: extensions, routing, voice menus, recording and reporting exist in both. The difference is where the PBX sits and who keeps it running. On premises, the server, power, backup and incident response are yours; in return, internal calls keep working even if the external connection drops. In the cloud those pass to us, and voice quality depends on your line. The decision comes down to three questions: do you want to keep PBX hardware and the IT capacity to run it, is your internet redundant, and is your team in one building?
What happens to our existing numbers?
Your numbers stay with you. Corporate landlines, 444 numbers and numbers in different cities are carried over our VoIP Router infrastructure; the number terminates at the Türk Telekom Esenyurt Data Centre rather than in your building, and where each call goes is written there as a rule. What happens to your office does not happen to your phone; if you later change platform, the number is not ported again, only the delivery target changes.
If our internet goes down, do our phones go completely silent?
The IP phones in the office cannot reach the cloud PBX, so no calls can be made from that location; that should be stated plainly. Incoming calls are not lost, however: because the numbers terminate in the carrier’s data centre, the call is routed by rule to another destination, such as another branch or the softphones on staff mobiles. We take two precautions: making the internet connection redundant, and defining the failover routing rule in advance. That rule is written during installation, not during the outage.
How does this differ from 3CX?
Cloud PBX is a service; 3CX is a product. With Cloud PBX you buy no licence, install no server and apply no updates; the PBX runs in our cloud and operational responsibility is ours. With 3CX you buy the product licence and the PBX runs on your own server or in the cloud under your ownership; as a Silver Partner we provide licensing, installation, integration and support. The question is: do you want to own a PBX, or buy PBX as a service? In both setups numbers are delivered from the same VoIP Router layer, so choosing one today and switching later does not require porting.
What internet connection do we need for a given number of simultaneous calls?
Approximate figures: ADSL up to 3 simultaneous calls, G.SHDSL up to 10, fibre beyond 10; in the latter two, bandwidth is calculated against the call count. Bandwidth-heavy activity such as file downloads and video streaming directly affects voice quality, and limiting it is the customer’s responsibility. When phones register to the cloud, SIP latency should stay under 100 ms; above that, audio problems and presence glitches can occur. We measure this together before installation.
Cloud PBX quote
Tell us your extension count, number of branches and internet connection type; we will measure your line and show the monthly service fee on one page.
Or reach us directly: +90 (216) 912 00 79[email protected]