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Features and Benefits

VirtualPBX offers the deepest feature set in the industry. We created this space and have been adding features longer than any other company. Click on any feature, below, for more information, or just give us a call at 888-825-0800.

system configuration & management
Only VirtualPBX offers the industry standard for reliability, scalability, availability, and ease-of-use regardless of your business size.

With VirtualPBX, you can present a unified company image under one central telephone number. All of your employees-whether in a central office, branch offices, home offices, or traveling-are reachable through your main number.
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Every extension in a VirtualPBX can be designated as a “Live Extension” that is able to take calls, or a “Mail-Only Extension” that’s designed to receive voicemail only.
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Online fax service with VirtualPBX works for both inbound and outbound faxing. This means you can have all the benefits of faxing without buying a fax machine, and without buying an extra fax line.
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Use our flexible Call Recording feature to monitor calls, train new employees, or for legal needs. Like other great VirtualPBX features, it’s free and you have lots of options!
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To help make system configuration easy, we provide a graphical, web-based tool, accessible from any web browser. Administrators are granted complete access to oversee, change, and monitor all system functions.
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Some companies, believing they will eventually need more capability than a small PBX system can offer, over-buy and over-pay early on. With VirtualPBX, you pay as you grow.
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You can find out what’s happening with your phone system at any time through our web-based tools. Check on call activity, callers waiting, employee phone activity, and more – all in real time. Don’t wait to find out what you need to know to improve your service to customers, find out now.
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While having a single incoming business number gives your business a unified presence, sometimes it can be very useful to have multiple incoming business numbers. Every VirtualPBX can have an unlimited number of incoming numbers.
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Many companies find that they need to add more phone lines to keep their system from ringing busy when call traffic is high. Calls placed to your business through VirtualPBX are answered by our phone system, where we have hundreds of lines and never ring busy.
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The VirtualPBX system incorporates “n+1″ redundancy with automatic failover throughout the system to assure minimum downtime. When we have a component failure, that part of the system is automatically isolated and removed from use, and calls are instantly rolled over to working equipment.
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Every call to your VirtualPBX number is routed through our datacenter. Our hardware and software technology individually routes every call, providing special safety features included with our service. As the hub for all communications we make sure that it’s completely protected.
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We protect your setup in many ways. In addition to our fault tolerant system design, we keep a copy of all your setup data offsite. If there is ever a problem with our servers or our site, your system data will still be available.
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call answering
Your callers can choose wherever they’d like to go, but in case they don’t, our system can help them along.

The auto-attendant is a central part of the VirtualPBX® system. This is the part of the system that initially answers the incoming calls, eliminating the need for a full-time receptionist. Callers hear a custom business greeting, and then are given options for routing their calls.
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The message heard by callers when the auto-attendant answers incoming calls can be changed to meet your specific needs. Record the exact greeting you want callers to hear, in a manner that suits your budget.
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Improving your company image can be as easy as playing a little music. While callers are waiting to be connected to an extension, they can listen to music or a recorded message. Choose music from a wide variety of interesting titles, or generate excitement with a promotional message.
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Callers can be given access to a company directory when they don’t know a specific extension number. You have the option to base the dial-by-name directory on either the first name or the last name of the employee.
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You may want your phone system to act differently after business hours. With VirtualPBX, you have several after-hours options, available at the click of a button.
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Direct Inward Dial (DID) is a well-know PBX function that allows calls to be routed directly to an extension without going through the auto-attendant or hearing a greeting. Typical virtual phone systems don’t have the ability to allow this function, but VirtualPBX isn’t a typical virtual phone system. We’re better.
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Music-on-hold from VirtualPBX means lots of choices. You can select the music you want callers to hear from among over 60 different song titles in eight styles, ranging from Rock & Roll to Country and Classical to Rhythm & Blues. Whether you want callers to hear Fleetwood Mac or Tchaikovsky, we can make it happen.
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call routing
Our system doesn’t merely make sure that your employees receive calls. We can send calls almost anywhere based on user-interaction or employee selection.

In most systems, extensions are assigned to physical telephones. Employees have to be at their phones to receive calls. With VirtualPBX®, extension numbers are assigned to people, and the people let the system know what phone (or phones) they want calls routed to, an important and poweful difference.
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With follow-me calling, extension owners (employees) create a list of phone numbers where they might be reached, such as the number of the phone at their desk, their home office, or their cellular phone. With follow-me from VirtualPBX, you never have to miss an important call because you’re on the road. We can reach you in any location there is a phone.
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Because VirtualPBX is a hosted service, not a physical PBX, we can connect calls to any type of phone, over any kind of transport. Land lines, cellular phones, satellite phones, Voice-Over-IP (VOIP) – if you can receive standard telephone calls, we can reach you.
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Most virtual phone systems can’t do transfers of any kind, and callers are required to call back in to the main number and ask for another extension. With VirtualPBX, you can transfer callers anywhere in the system: to another employee, to the operator, to an automatic call distribution (ACD) queue, or to an outside number.
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Our unique GeoRoute™ feature allows calls to be forwarded automatically to the right employee, ACD queue, or business location before it even gets answered — based on the location of the origination of the call.
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Our SelectRoute™ option lets you route calls automatically based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product name, a company name, or an account number. The possibilities are limitless with VirtualPBX.
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Mail-only extensions are used when you want to have callers receive a specialized pre-recorded message, but you don’t want anyone to answer the phone.
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A VirtualPBX user can have up to 4 phone numbers associated with their extension and each phone number can be set to ring for a different amount of time before the system tries the next number. A call routed to a cell phone overseas, for example, can be given more time for pickup than a call to a domestic land line, or support calls can be set to try an agent for a longer period of time than a sales call.
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user experience
As a truly business class phone system, we’ve also incorporated features that can help you maximize your business efficiency if the phone is a critical part of your day-to-day function.

Other phone services typically pass just the originating phone number of a call. VirtualPBX SmartID™ provides intelligent Caller ID that helps you separate your business calls from your personal calls along with information that helps you determine what the caller wants even before you pick up the phone.
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When a user receives a call from the VirtualPBX® system, a preview of information about the call can be verbally announced, before the call is actually connected. System administrators can select among five different details that can be include in the announcement.
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When call screening is on, callers are asked to state their names before the call is transferred to the extension owner. This way the extension owner can know exactly who the caller is before picking up the call.
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Many functions and features of the system can controlled directly by each extension owner through any web browser.
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With follow-me calling, you can send your calls to any phone. Some of these phones might be used by other people, such as a home phone. Call-answer security lets you set a password that must be entered before a call is actually connected. If the password is not given, the call will move to the next number in the follow-me list, or to voicemail.
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There are times when you don’t want your phone to ring, and want callers sent directly to voicemail. To meet this need, VirtualPBX allows extension owners to mark their extensions as unavailable.
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voice and faxmail
Multiple options to receive your voice and fax messages means that you’ll never miss those important calls, even if you’re on the road.

We automatically open more message space for you when your space gets full, moving older messages out to make room for newer messages. The older messages are kept for seven days, giving you ample time to retrieve them.
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Some people have several phones, each with its own voicemail. When they want to check their messages, they have to search through each system separately. VirtualPBX lets you centralize all the messages in one place.
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Just like the answering machine at home, every VirtualPBX extension can now listen to callers as they leave a voicemail message. A call can then be picked up at anytime by simply pressing the ‘#’ key.
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Instead of canned messages, VirtualPBX allows you to customize the greeting that you give callers. Let your personality shine through. Be professional or laid-back, it’s your choice. You record your own voicemail greeting, so callers hear your voice and you can say anything you want.
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Many times, knowing that you’ve got messages is critical. The VirtualPBX system includes multiple ways to let you know a voice message or fax is waiting. You can receive email notification, pager, and web alerts. You can even be notified you’ve received new voice or faxmail messages with a text message to your cell phone.
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You have many choices for message retrieval with VirtualPBX. Naturally, you can get your voicemail from any touchtone telephone, but you can also have your messages routed to your email as .wav files, and you can listen to them from your computer. Voice messages are also available through our web tool and you can retrieve them from any computer with web browsing capability and speakers.
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VirtualPBX handles incoming faxes automatically, without the need for a fax machine. The faxes are delivered as .pdf files, and can be viewed through our web tool, or forwarded to your email for viewing.
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Many times we want to call back the person who left us a voice message, but the caller didn’t leave a phone number. With VirtualPBX, you can return a call to the phone number from which the message was left at the push of a button. Our phone menu tells you how.
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call centers and Trueacd™ queuing
Whether you need to staff your own call center or simply need to get calls to your small sales staff, our TrueACD™ Queues will get your callers to the right people in the most efficient way possible.

Hardware-based PBX systems usually require all employees to be in a central business office. With VirtualPBX, call center agents can work from a main office or branch offices. They can set up home offices and still be a part of the call center. They can even log in while they are traveling and receive calls as though they were still in the office.
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ACD (Automatic Call Distribution) queues are used when callers may know what they want but not who they want. Typically, these callers will want to be connected with a department, such as sales or support. Without ACD queuing, callers must know the extension number of the person with whom they want to speak. With ACD, employees (agents) log into a queue group so they can answer calls for a specific department.
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TrueACD queuing includes the ability to guarantee an even distribution of calls across all employees logged into an ACD queue. We keep track of how long it has been since the agent last received a call, and route the next call to the person who has been off the phone the longest time.
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Managing ACD queues can be complex and time consuming for administrators. TrueACD queuing allows employees to log themselves in and out of queues, and the system dynamically and automatically adjusts call routing appropriately.
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Of all the hosted PBX systems, only VirtualPBX® offers skills-based call routing. This feature allows administrators to rank employees in ACD queues by how skilled they are, or by the priority the employees should have in answering calls
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Patent-pending queue algorithms get calls answered faster.
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Overflow queues are invoked when your incoming call load really gets heavy. With this feature, you can designate an extra set of employees to help with answering calls if the normal ACD queue gets too busy.
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A VirtualPBX system allows callers with the proper password to be allowed to enter the ACD queue.
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Sometimes employees in queues think they can chat because the phone lines aren’t busy. TrueACD signals all queue members whenever there are callers waiting, so the agents know that they should wrap up their current calls in a businesslike fashion so they can help the next caller. There’s never a case where an employee doesn’t know people are waiting.
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VirtualPBX gives you the option to play music from a broad selection of styles while callers wait, or to play a custom informational or promotional message. The music and message can be different from queue to queue and you get wide flexibility in when to use the recordings.
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Effective management of a call center often means knowing what is happening all the time. By monitoring call activity, managers can move assets from one ACD queue to another as needed, or know when they need to get extra help.
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In addition to knowing what is going on at any given moment, the Virtual PBX can generate reports what has happened in the past, allowing you to track call trends and improve your call center efficiency.
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When managing a busy virtual call center, it’s often beneficial to assign administrative roles to certain people who take calls on the system. With Virtual PBX, each extension owner can be assigned different types of adminstrative privileges without the need to hand over complete access to the system.
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In a busy call center, agents often find their phones ringing as soon as they hang up from the previous call. With Virtual PBX’s Queue Wrap-up Time, queue administrators can give agents time to finish details from the last call before the phone rings again. The amount of time can be customized for each queue.
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conferencing
Having conferencing built-in removes the need for complicated third party conferencing services (that add more cost). Use ours when you need it. It’s always there.

Every Virtual PBX system includes free conferencing. The number of free minutes depends on your plan. For Usage-based plans, the number of conference minutes is equal to your plan minutes. For flat-rate plans, you get 100 minutes of conference for your overall system for every user. So a 10-user system includes 1,000 conference minutes to share between your employees. If you need more, it’s just 2.9 cents per minute, one of the lowest rates in the industry. Please note: the cost of the conference does not include the cost of each inbound call, if any – in many plans the inbound call is free.
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With Virtual PBX®, conferences can be started at any time, without the need to schedule a conference in advance with a conference provider. Each system includes 10 conference seats, so can have up to 10 people in a conference at once, and you can add more seats for just $10 per month by just giving us a call.
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Conferencing can be made available for every extension in the Virtual PBX system, or this privilege can be granted only to select extensions. Once enabled, each extension has its own private conference room, and conferences can be conducted at any time, regardless of other conferences in existence at other extensions.
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While starting a Virtual PBX conference can be as easy as pushing a key and entering the extension number where the conference is being held, security is not an issue. The extension owner can see visually, on a computer screen, the caller ID of anyone in the conference at any time. The owner can also lock the conference, not allowing anyone else to join, or password-protect the conference whenever needed.
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Virtual PBX conferencing includes the ability for extension owners to bring up a computer screen that shows conference activity. This on-line tool shows the caller ID of all parties involved in the conference, and updates automatically as attendees change.
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A teleconference can be started at any time. Callers simply indicate a desire to join a conference by pressing a particular phone key and then entering the extension number.
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other features
Even more unique features from the deepest feature set in the system. All are standard with every Virtual PBX.

The Virtual PBX Greeting Manager allows you to manage, upload, record, or order the Auto-Attendant or Company Name greetings you want, whenever you want. You’ll be able to ensure that your customers know when you’ve changed your business hours during a holiday, if you’re running specials, or if you have a special message about the business itself.
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This feature lets you identify certain phone numbers, exchanges or area codes from which you will not take calls, saving you time and frustration from spammers.
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Virtual PBX gives you the flexibility to change who the “operator” is at any time. Most PBX systems route calls to specific phones, not to people. Our virtual system can route the call to any phone, anywhere, and can change the phone number to which calls are routed for a particular extension at any time. If your normal operator is going to be out for a while, simply re-assign the extension that is called when someone dials “0” for the operator through our browser-based web tool.
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It can be expensive to make calls when you are traveling. Avoid phone expense shock at checkout by having your Virtual PBX system call you, a call originated in the United States with low rates and no initiation fees, and use the system to place outgoing calls for you.
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If you need to make calls that will not be billed to the phone you are calling from, you can call your own toll-free number and ask your Virtual PBX system to place the calls for you. This feature is password protected and tracked by user extension, so you can eliminate abuse. It’s perfect for calling from a friend’s house, a hotel, or a pay phone. And you don’t need to keep track of special code numbers and dialing strings, you just dial yourself.
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Managing your phone system is important to both business efficiency and cost control. Virtual PBX will give you complete, real-time records of all calls that come into the system, including call date and time, the incoming Caller ID, what extension or ACD queue the call was routed to, the caller ID of the phone that answered the call, how long the call was, and more.
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Multi-stage dialing lets you use your Virtual PBX system to unify and integrate businesses with more than one location at a very low cost. Your Virtual PBX number can serve as the umbrella under which all of your offices operate, even if you have hardware PBX’s installed in some of your branches.
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