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Cloud-based call center infrastructure leverages remote servers and internet connectivity to handle incoming and outgoing customer calls. Management tools and customer data are securely hosted in the cloud as well, allowing agents to access systems and data securely from any location with an internet connection. This dynamic setup offers flexibility for businesses previously unavailable for traditional call centers by
VirtualPBX Contact Center plans are dependent on an internet connection. Internet connectivity has improved greatly in many areas as traditional telephone wires become more difficult and expensive to maintain, however it is important to understand the nuances of your connectivity.
Is my internet fast enough for VirtualPBX Contact Center?
Speed alone does not guarantee optimal results—it only takes about 100kB up and down for a phone call. It does, however, need a consistent and reliable connection for quality calls. If you are experiencing issues with your phones, it could be related to your network specifications and settings. Use our free speed test to determine your current capabilities.
One setting in particular is SIP ALG, which should be disabled if you are experiencing issues. If you have any questions regarding a malfunctioning device, please contact our support team.
Can my devices function over a wireless internet connection?
While older desk phones do not support connection over WiFi, newer generations have a built-in wifi capability or a WiFi dongle that allows connection through WiFi. Additionally, the Contact Center softphone can use both WiFi and data connectivity.
What happens if my network goes down? Does it affect my devices?
While VirtualPBX Contact Center relies on an internet connection, because your phone system is in the cloud, it continues to function. If your internet connection is down, it’s possible that your devices are down as well, but it depends on how they are connected. If a hardware device is plugged into WiFi and WiFi is out, the phone is also out. However, devices like apps also run on data and your LTE connection is often stable. Call forwarding is also an option, which skips your internet connection entirely and routes over PSTN. Data rates depend on your provider, but call forwarding could be your default route to help manage how data is used. Network redundancy paired with a strong backup plan can proactively reduce the impact and keep your devices online.
Connecting your desk phone to the network.
In addition to the web phone and softphone app, you may want to connect your desk phone(s) to the network. This process is fairly simple and our Customer Experience team is standing by to assist as needed.
You may plug in a SEPARATE ethernet cable, with one end in your PC/Laptop and the other end in the PC port of the device, if you wish for your phone to be a passthrough for your internet connection.
We use the following providers:
PROVIDER |
USE |
CERTIFICATIONS |
|---|---|---|
|
GOOGLE CLOUD PLATFORM |
Compute, Firebase, Big Query, Cloud Storage, CDN |
PCI DSS, SOC2, SSAE 16/ISAE 3402 Type II |
|
EQUINIX |
Voice Server Hosting |
SOC1, SOC2, ISO 27001, NIST 800-53/FISMA, PCI DSS |
|
STRIPE |
Customer Billing And Accounting |
PCI Service Provider Level 1 |
|
BANDWIDTH |
Call Traffic, E911, and CNAM |
ISO 27001 |
At VirtualPBX, we take data security seriously, implementing several measures to ensure the protection of all user data. All application data is stored in Google Cloud, complying with both the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).
Encrypting Data In Transit Using HTTPS: Data is encrypted as it is being transmitted between devices, making it more difficult for unauthorized parties to access or intercept.
Logically Isolating Customer Data: Customer data is kept separate from other data, and can only be accessed by authorized parties.
Encrypting Data At Rest: Data is encrypted when it is stored to prohibit access by unauthorized parties.
Using Secure Data Storage: VirtualPBX Business Phone and Messaging services store user data in Firebase, which has successfully completed a number of security evaluations, including ISO 27001 and SOC 1, SOC 2, and SOC 3. Some Firebase services have also received ISO 27017 and ISO 27018 certification.
Operations & Security
Platform and partner management, including operations, security, and compliance is managed by the VirtualPBX Operations team, led by Lon Baker, our hief Operations Officer.
Engineering
Our Engineering team works closely with platform providers and service providers to ensure consistent operations, security, and compliance at the direction of our Operation team. The team is led by Daniel Ruiz, our VP of Engineering.
The VirtualPBX platform is deployed geographically in 3 zones covering the Pacific, Central, and Eastern time zones to provide geographic redundancy utilizing Tier 1 Equinix data centers.
Each zone is a cluster of voice, media, application, and database servers. Each layer of services is scaled independently based on system load.
The US zones are synchronized continuously to support distributing customer traffic across all zones, as well as configured to failover between zones to provide redundancy and resilient service 24/7/365.
Voice traffic on the VirtualPBX platform is designed and deployed to provide failover and is secured by DDoS and threat monitoring by Cloudflare and our platform partners.
The platform Web UI is hosted on the Google Cloud CDN for global delivery and protected by Cloudflare network services.
VirtualPBX relies on Bandwidth, as a Tier 1 Carrier in the US and Canada and Voxbone for Inbound International call traffic.
VirtualPBX utilizes over 30 outbound carriers to provide redundant call delivery at competitive rates.
The VirtualPBX platform is designed to failover between carriers on all Outbound Call Traffic.
VirtualPBX-delivered hosted voice services are PCI DSS Version 3.2.1 compliant and attested as part of our partnership with Stripe.
All Google Cloud services have been reviewed by an independent Qualified Security Assessor and determined to be PCI DSS 3.2 compliant. This means that these services provide an infrastructure upon which customers may build their own service or application which stores, processes, or transmits cardholder data.
VirtualPBX does not store, process, or transmit cardholder data, only data related to voice services are hosted and/or stored using the Google Cloud Services.
Stripe is a PCI-DSS compliant billing platform used by VirtualPBX. It maintains PCI DSS compliance and appropriate controls pursuant to Stripe’s Service Organization Control (“SOC”) 1 & 2 audits.
All data centers used by VirtualPBX in the US are provided by Equinix and managed by platform partners. The platform and hosting facility comply with the listed certifications. Silicon Valley (SJC), Chicago (ORD) and New Jersey (EWR) zones deliver services to customers.
Businesses often require phone compatibility across multiple sites and devices. VirtualPBX is committed to empowering customers to work from any location and with any device they choose.
Phone Compatibility
Mix and match your business communication devices, and experience a seamless and hassle-free transition to VirtualPBX with your devices or ours.
Plug a VoIP phone into a broadband connection and you’re in business, from anywhere! Any VoIP phone will work and we have an extensive list of phones that can be auto-provisioned. You can even extend phone compatibility to use analog phones with a VoIP adapter. Not sure about the difference between VoIP phones and analog phones? Learn more or shop for desk phones here.
Finding The Make And Model Of Your Device
The model of the phone is typically stamped on the front of most desk phones. Alternatively, you can find it on the label on the back of the phone.
VirtualPBX Contact Center Web Phone
Make crystal clear calls and enjoy all your favorite features from anywhere without a desk phone on your Contact Center web phone.
VirtualPBX Contact Center Softphone
Because your full suite of VirtualPBX Contact Center features are hosted in the cloud, they can also be routed through your mobile phone or computer with your Contact Center softphone. Options for accessing your plan and making calls are nearly limitless.
Call Forwarding
Receive calls on your existing mobile phone or landline without sacrificing your personal phone number with call forwarding. Forward calls on any VirtualPBX Contact Center plan at no extra cost.
VirtualPBX provides a robust system of knowledgeable, human support for every Contact Center customer, including a dedicated Contact Center specialist who will build the system to the customer’s exact specification before turning over control. Below is an overview of what you can expect as you begin your journey with Contact Center.
Onboarding
Within 24 hours of the purchase of your plan you will receive an onboarding email with next steps and the contact information for your dedicated specialist and point of contact.
The email will ask you to provide the information we need to create and set up your Contact Center infrastructure. Once you’ve collected that information, you’ll schedule a time to discuss next steps with your specialist to ensure your account is configured to meet your precise needs and objectives.
Setup
Once the initial onboarding meeting has taken place, you can expect routine check-in meeting requests from your specialist to monitor the progress of your plan and assist as needs arise. Your specialist can run tests, troubleshoot, and assist with creative or customized configurations as well as provide comprehensive training for your users.
90-Day Follow-Up
Once your system is live, you can expect your agent to check in every couple of weeks to assess system performance, resolve any issues, and collect feedback from you and your team to make appropriate adjustments and ensure your needs are met.
90-Day Transition
After the initial 90 days, your Contact Center specialist will move to quarterly check-ins. We’ll review performance, address emerging needs, and provide ongoing support.
White Glove Service
After the second 90-day period, we’ll begin to bug you a bit less, however your product specialist is always a call, email, or chat away. VirtualPBX uniquely provides continued support as often as needed for every Contact Center customer, ensuring you feel comfortable and confident with every step.
When you decide to go with VirtualPBX Contact Center, you are paired with a Contact Center specialist who will set everything up for you. Device setup is never needed unless you simply prefer to do it. You have the flexibility to choose what’s best for your business. Contact Center set up is also designed to scale. This means that you or your contact center specialist can program one element and deploy that element to all devices.
Phones can be setup with autoprovisioning, hotdesking, and keymapping—set it, forget it, and you’re ready to go!
Every agent also has access to a softphone and web phone as part of Contact Center. Both softphones and web phones can host standard audio, video, and conference calls all from the comfort and reliability of your web browser.
Administrators can make account changes three ways, choosing what is best for them in the moment, based on the situation, or to align with internal processes.
The Contact Center dashboard and interface gives access to every feature of your call center plan in an intuitive, guided layout, displaying features and permissions according to user level. Below shows a moderate level of access and privilege.
Many features within the interface have a simple, interactive functionality. Call flows, for example, are designed through a drag-and-drop interface for quick execution and visualization.
Queues have a robust array of settings and features, all of which are easily navigated through a series of submenus, visual prompts, and processes.
VirtualPBX Contact Center has several levels of access that can be assigned to reporting supervisors for tiered permissions and roles. Access levels include:
From access, we can then explore permissions settings, from user management to monitoring. Below is a brief overview of customizable permissions available and associated with access levels within VirtualPBX Contact Center.
Needing to onboard a new agent? Device setup can happen within minutes. Getting your agent up and running has never been easier. No device? No problem. An agent can begin immediately with the softphone app and web phone. Visit the hardware store to select and auto-provision a new device.
If you need more than the technical specifications indicated here, answers to your questions are a click or call away.
Talk with a specialist, chat with us, or call 1-888-825-0800.
Founded in a San Francisco, California basement in 1997, VirtualPBX delivers premium Business Phone, Messaging, POTS replacement, and Contact Center solutions for our customers, who work in the office, remotely, and everywhere in between. We offer more than just products and services; we make your business better with quality customer care and 24/7 support.
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