Do you supply the PBX?

We design, build and operate a PBX the organisation controls, on-premises or in a private-hosted environment, configured as a record that can be read and reviewed.

Can we keep our telephone numbers?

Number porting is treated as a planned change with a rehearsal and a rollback, scheduled into a declared window rather than attempted on the day.

Signalling and media are encrypted where the trunk, the handset and the softphone support it. The exceptions are listed in the design rather than left to be discovered.

What is an enterprise phone system?

A PBX the organisation controls, reached over SIP trunks, with extensions, routing, recording and mobile policy configured as a record, segregated from the user network and connected to the systems a call must reach.

INFRASTRUCTURE / TELECOMMUNICATIONS

Voice and messaging, engineered like a system.

PBX systems, SIP trunking, enterprise privacy and mobile solutions for organisations whose calls are part of the record: designed, documented and operated the way the rest of the estate is.

Discuss the work

Illustrative engineering modelPlanning, not a live environment

Application

Give the workload a defined boundary.

Keep its data, dependencies and deployment context understandable.

To agreeAccess / change / recovery

01Scope / considerations

A PBX that belongs to the organisation.

The telephone system runs on-premises or in a private-hosted environment the organisation controls. Extensions, call routing, hunt groups, voicemail and business-hours rules are configured as a record that can be read, reviewed and restored, not as settings someone once clicked through.

The PBX is integrated with the directory the organisation already keeps, so an extension follows a person and a role rather than a desk, and with the CRM or case system, so a call is matched to a customer before it is answered.

Extensions, hunt groups and voicemail held as configuration
Routing rules written down before they are applied
The directory as the source of who holds which extension
CRM and case-system integration for caller matching

02Inside the work

SIP trunking and interconnect.

Calls reach the public network over SIP trunks. Which codecs are offered, how number ranges are assigned and presented, and how calls fail over between trunks are decided per installation and recorded with the design, so the second trunk is a planned path and not a hope.

Call quality is measured, not assumed. Latency, jitter and packet loss are monitored per trunk and per route, so a complaint about a bad line can be traced to a time, a path and a cause.

Illustrative call through one telephony system · not a customer system

sip-edgeSIP trunks · number range

trunk 01 · primary TLS · SRTP up
trunk 02 · secondary TLS · SRTP standby

INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/TLS trunk-01;branch=z9hG4bK-c2041
From: <sip:external@trunk-01>
To: <sip:[email protected]>
m=audio 49170 RTP/SAVP ; SRTP media

Caller: external · to range 2041 01xx
Status: Ringing · trunk 01

pbx-corePBX · directory · case system

Directory: matching caller against directory

Hunt group · service desk
Ext	Endpoint	Link	State
2041	desk handset	voice segment	idle
2042	desk handset	voice segment	idle
2043	softphone · mobile	private link	idle

Case C-2041 · screen-pop shown to agent
At	Entry	By
09:12	letter issued	case system
09:30	callback requested	ext 2041
09:42	call · inbound · rec. authorised · retention R-02	ext 2043
recording ref REC-c2041 attached · retention is the decision on file
09:46	incident INC-0417 · trunk 01 down · trunk 02 carrying	monitoring

One call, one record. The directory decides who rings, the case holds what was said, and the second trunk is a planned path.

03Scope / considerations

Privacy and the record of a call.

Signalling and media are encrypted where the trunk, the handset and the softphone support it, and the exceptions are listed rather than left to be discovered. Telephony is segregated from the user network, so a compromised workstation is not a route to the voice system and a telephone is not a route to the file server.

Call recording happens only where it is authorised, and retention is a decision the organisation makes and writes down: how long, who may listen, and the record of every time someone did. Whether a recording is subject to legal hold, which conversations may be recorded at all, and what a caller must be told are questions for the organisation and its advisers to decide before the first recording is kept. The system is built to carry those decisions, not to make them.

Encrypted signalling and media where supported, exceptions listed
Telephony segregated from the user network
Recording only where authorised; retention as a written decision
Who may listen, and a record of each time they did

04Inside the work

Mobile solutions as policy, not improvisation.

SIM allocation and device management are written as policy: who is issued what, what the device may reach, and what happens when it is lost. Softphones and mobile extensions reach the PBX over a private link rather than the open internet, so a staff member on a mobile is on the same system, with the same routing and the same record, as a colleague at a desk.

Mobile device management keeps work and personal use separate on the same handset, and secure messaging for staff is set up on the organisation’s own terms, with the same questions asked about retention and access as for voice.

05Inside the work

The call inside the workflow.

A call is not finished when the handset goes down. The agent sees the customer’s record as the call arrives, the call record is written into the case system with its duration, outcome and any authorised recording reference, and a callback is scheduled as a task with an owner rather than a note on a pad. The contact centre and the case system hold one account of what was said and what was agreed.

06Beyond the demonstration

Operate it in the open.

The PBX, the trunks and the links between them are monitored, and every change is proposed, scheduled into a declared window, applied and recorded. Number porting is treated as a planned change with a rehearsal and a rollback, because a number that stops ringing is an outage whatever the cause. Resilience is designed for the failures that actually happen: a trunk that drops, a site that loses power, a provider that changes a setting.

07Inside the work

How an engagement starts.

Bring a description of the sites, the number ranges, the current telephone system and the systems a call must reach, together with any recording, retention or regulatory constraints already known. We review what is there, propose the PBX, trunks, privacy controls and integrations, and agree who operates the result. Equipment, trunks and mobile services are specified for the particular organisation and confirmed in a proposal, not assumed.

Before an enquiry

Questions we are asked.

Short answers in the same terms as the page. Anything specific to your systems is agreed by enquiry.

Do you supply the PBX?: We design, build and operate a PBX the organisation controls, on-premises or in a private-hosted environment, configured as a record that can be read and reviewed.
Can we keep our telephone numbers?: Number porting is treated as a planned change with a rehearsal and a rollback, scheduled into a declared window rather than attempted on the day.
Are calls encrypted?: Signalling and media are encrypted where the trunk, the handset and the softphone support it. The exceptions are listed in the design rather than left to be discovered.
What is an enterprise phone system?: A PBX the organisation controls, reached over SIP trunks, with extensions, routing, recording and mobile policy configured as a record, segregated from the user network and connected to the systems a call must reach.

A CLEARER NEXT STEP

Discuss a telephony system

From an unanswered question
to an engineered possibility.

Discuss a telephony system