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An IP PBX that knows who is calling, where to route the call and what was said. The first line is held by a classic voice menu — or by a voice agent that understands the request from the first sentence.
Discuss a projectThe caller hears “I'd like to move my appointment to Thursday”
The caller hears “Where is my order? I placed it yesterday”
The caller hears “I received the wrong item and need a refund”
Appointment moved, confirmation sent by SMS
Delivery status read out, tracking number sent to the caller
Handed to the responsible manager with the context ready
The timings illustrate the structure of the scenario, not measurements from a specific project.
The caller hears “I'd like to move my appointment to Thursday”
Appointment moved, confirmation sent by SMS
0:01 · Call accepted on the SIP trunkThe caller hears: Ringing
0:02 · Number recognised, customer record openedThe caller hears: “Hello, how can I help?”
0:07 · Speech recognised, intent detectedThe caller hears: The caller speaks in their own words
0:09 · History and current records loaded from the CRMThe caller hears: “I can see your Tuesday appointment”
0:18 · The agent acts or picks a routeThe caller hears: The agreement is confirmed
0:24 · Outcome, recording and transcript saved to the CRMThe caller hears: “I've sent you an SMS confirmation”
caller's time before the conversation gets to the point
We map where calls arrive today, which numbers are in use and at which step requests are lost.
We select an operator for the task and volume, connect the trunks and configure a backup channel.
Numbers move to the new PBX; customers keep calling the contacts they already know.
Short numbers for staff and departments, free calls inside the company and between locations.
Rules by time of day, weekday, caller language, department and current line load.
Recording of selected lines, retention period, caller notification and role-based access.
A call card, one-click dialling from the customer record, request history and a link to the recording.
Dedicated numbers per campaign and channel, so you can see which advertising brings calls.
We walk the team through the interface, call transfers, queues and access to recordings.
We monitor line availability and call quality, and respond to incidents per the agreed rules.
The provider passes the inbound call to the company's SIP trunk
The PBX recognises the number and pulls the customer record
A voice menu or the agent — depending on the chosen scenario
The call goes to the right department, accounting for hours and load
The employee sees the customer and their history before saying hello
Duration, recording and outcome are saved to the customer record
While the caller listens to the options and picks an item, the connection is already open and billed. Enter your own figures and see what navigating the menu alone costs.
The calculation uses only the values you entered and shows the cost of menu navigation itself. It is not a promise of savings — the actual result depends on the scenario and the mix of requests.
| Staff mobiles | Classic PBX | VMTech IP telephony | |
|---|---|---|---|
| Call recording | No | Sometimes, stored locally | Yes, with role-based access |
| History in the CRM | No | Via custom work | Call card created automatically |
| Working outside the office | Yes | No | Yes, from any device |
| Adding an employee | A new SIM card | A handset and a free port | An extension in minutes |
| Load analytics | None | Limited | Reports by hour, department and source |
| The number when someone leaves | Leaves with them | Stays | Stays with the company |
| Scaling | Every new number is a new bill | Requires hardware | By configuration, without new hardware |
Telephony stops being a black box. “How many calls are we losing” and “when are we short-staffed” get answered from data rather than impressions.
CallerI'd like to move my appointment to Thursday
AgentI see Tuesday at 10:30. Does Thursday at 11:00 work?
CallerYes, that works
Outcome: appointment moved · SMS confirmation · record updatedThe figures shown illustrate the reporting interface; they are not a specific client's results.
The phone numbers belong to your company and stay on your contract with the operator. VMTech is responsible for architecture, configuration, integrations and support.
Pick a mode and the diagram shows the path a call takes, what data moves and where the operator's responsibility ends.
The call arrives from the operator's number at the PBX and is distributed to a free employee.
The PBX recognises the number and opens the customer record, so the employee sees the history before speaking.
The agent holds the first line: it understands the request, uses CRM data and closes routine enquiries itself.
A complex enquiry goes to a human with the transcript and context, so the caller repeats nothing.
The schedule switches to the night scenario: the agent takes the enquiry, logs the task and queues a callback.
If the primary channel drops, calls automatically move to the backup provider or the team's mobiles.
Numbers and lines stay on the client's contract with the operator. VMTech owns the architecture, configuration, integrations and support.
Pick an industry: the caller card, the data, the route and the outcome all change.
Appointment moved, reminder goes out a day before
Booking moved to 20:00, the floor is notified
Status read out, tracking number sent by SMS
Address corrected, the courier receives the update
Viewing booked, the agent gets the lead card
Incident logged, the engineer is notified
Yes. Porting is done together with the operator: the number is kept and customers keep calling the contact they know. During the transfer we set up parallel call handling so no call is lost.
No. Staff work through a desktop app, a mobile app or directly in the browser. IP handsets are added where they are more practical — at a reception desk or on a shop floor.
The PBX sends the CRM a call event: number, direction, duration, owner and a link to the recording. If the customer already exists, the call is attached to their record; if not, a new contact is created under rules you define.
Recording is enabled at your decision and only for the lines you choose. Retention period, caller notification and role-based access are configured so that only staff who need the recordings can play them.
A classic PBX switches lines inside a building. IP telephony runs over the internet connection, so a workstation is not tied to the office and the PBX itself becomes part of the company's digital landscape, exchanging data with the CRM, the schedule and analytics.
A menu offers options and waits for a choice. The agent listens to a question phrased in ordinary words and understands what it is about. Connected to the customer database, it already sees who is calling and what they asked before. Complex or disputed cases still go to a human operator.
A fallback scenario is configured: if the primary channel drops, calls automatically go to staff mobiles or to a second provider. The caller does not notice.
A list of staff and departments, the call-distribution logic you want, access to your current operator for porting, and a decision on call recording. The rest is our part.
