Megacall PBX – Setup Instructions

Created by Daniel Kauffer, Modified on Tue, 7 May at 2:34 PM by Daniel Kauffer

When there is more than one employee in the company and voice communications need to be managed, a virtual PBX becomes a necessity.

The free virtual switchboard makes it possible to connect virtual numbers in different countries and cities, thus facilitating interaction with customers by directing calls directly to those responsible.

Call recording and analysis: these are useful tools to monitor salespeople and evaluate conversations;
Call forwarding, voicemail, missed call notifications: avoid missing any important calls;
Voice menus and work schedules: add prestige and simplify operations;
Integration with the most common CRM systems and your own free CRM: allow you to record the history of all interactions with customers;
Speech recognition and analysis: Make it easy to monitor calls and evaluate employee performance, eliminating the need to spend time listening to call recordings.

Setting Up PBX: Step-by-Step Guide with the Setup Wizard

Utilize the setup wizard for a seamless configuration process. To initiate the wizard, click on "Create PBX" within your account.

The setup wizard comprises only two straightforward steps. Initially, determine the number of extension numbers required (one for each employee). Next, select the call scenario, defining what the client will experience upon calling your business.

Congratulations! The fundamental setup is now complete, potentially meeting your immediate requirements. However, we recommend exploring additional PBX features, such as call queues, after-hours auto-responders, customized scenarios, and missed call notifications sent to your messenger apps.

Proceed to configure call applications or equipment for a comprehensive PBX setup.

Downloading and Installing Software on Your Device

Congratulations on completing the basic PBX setup. Now, let's ensure your employees can efficiently handle incoming calls.

If you've activated Megacall CRM and prefer browser-based call reception, feel free to skip this step. Alternatively, you can make and receive calls through the Google Chrome browser using our plugin.

For call handling, you can employ any software or equipment compatible with the SIP protocol. Check the "Help” section - Setup manual" and discover examples of popular software and equipment. We recommend using our official Megacall app, available for Windows, iOS, and Android.

To link your equipment or program, refer to the settings on the "My PBX" page under "Extension Numbers" (server, login, extension number, password). Ensure each program or equipment has a dedicated extension number with its unique login and password. If the initially created extension numbers are insufficient, add more on this page.
Additionally, you can receive calls on your existing mobile or landline number through call forwarding. Detailed instructions for call forwarding setup are available here. Note that call forwarding is a paid feature, and charges apply to outgoing calls. Review the pricing details here.

Connecting a Virtual Number

Great news – you're ready to start making calls! However, to receive incoming calls from clients, it's essential to link a phone number to your PBX. You can select one or multiple virtual numbers from 100 countries on the "Settings" page under "Virtual Numbers."

If you have an existing number from another provider, you can integrate it with the PBX on the "Additional External Line" page. Detailed instructions can be found below.

Congratulations! You're now all set to utilize the PBX or fine-tune additional features.

Incoming Calls and Voice Menu

The foundational configurations already enable you to initiate and receive calls. Now, let's delve into other crucial settings for incoming calls.

Menu Items and Call Order

Menu items (scenarios) represent a cluster of extension numbers designated to receive incoming calls based on specified conditions (e.g., pressing 1 in the voice menu or calls originating from particular city numbers).

On the "My PBX" - "Incoming Calls and IVR" page, you can modify existing incoming call scenarios, add new ones, or remove unnecessary ones.

To craft a scenario, click the "+ Menu Item" button. A menu for scenario settings will appear on the right side of the screen.

Trigger When: This is the button that activates the scenario when pressed. The scenario can be triggered not only by a button press but also when a call comes from a specific number or group of numbers (e.g., +4420*), or by a call to one of your numbers at Megacall.
Call Group: These are employees (extension numbers) eligible to receive the call. You can create a new call group or select an existing one.
Transfer to Menu: Choose a voice menu option for further actions (for multilevel voice menu configuration).

Once a button is chosen in "Trigger When" and a call group is created or selected, a link for call settings will appear.

Call Settings - Choosing Call Distribution Algorithm

In the "Calling Settings" tab, you can set up call queues, hold music, call duration (the point at which an incoming call should be dropped if unanswered), actions if the call goes unanswered (end, repeat, or send to the voice menu), enable call queue order notifications, and random call distribution.

Strategies of Call Distribution among PBX Extension Numbers:

In Order: Calls follow a sequential order among extension numbers if the previous employee does not answer. You can define the required order and time between calls.
Equally: Calls are distributed equally based on the time of the last call to the extension number or the number of calls it has received. Notifications can be enabled for the client regarding their order number in the call queue.
Simultaneously: Calls are directed simultaneously to all extension numbers in the call group.
Manually: This is the default option. Using a slider, you can visually configure the call order. For example, a call within 2 minutes might go simultaneously to extension numbers 201 and 203, and then, after 60 seconds, to the employee with extension number 202.
Randomly: Calls are randomly distributed to extension numbers. Similar to equal distribution, you can enable queue number notifications.
Important Note: Equal and random call distributions are not compatible with call forwarding; calls will not be forwarded to extension numbers with forwarding enabled.

Voice Menu, Voice Greeting, Several Voice Menus ▴

To include a greeting file, click “Set up” in the “Voice greetings” section.

You have the option to upload a file or input text for machine voicing. Over 15 languages and 100 different voices are available for text voicing. The file can be used as a greeting, voice menu (including level 2+), or hold music.

If each virtual number requires a distinct voice greeting or has different working hours, on the “My PBX” - “Incoming calls and IVR,” add a new menu (“+” button), enable "Trigger when Calls to numbers," and select a required number.

Multilevel Voice Menu

In the latest PBX version, you can create several levels of voice menus.

First, add IVR files in the “Voice greetings” tab.

Add all required menus (second and further levels) by clicking + next to the Main menu.

In any item (scenario) of the main menu, choose to transfer to that menu.

Call Reception by a Number Being Called

If you have several phone numbers with Megacall, you can direct each number to:

1. Certain Employee/Employees:

Under “Additional Scenarios,” click “+ Scenario” and “Call employees.” In the pop-up block on the right, choose phone numbers (calls to numbers) and extension numbers (call employees) that will answer calls. Calls to this call group can go through simultaneously, in order, or according to manual settings.

2. Department (Voice Menu):

Create a new voice menu (click + next to the Main menu) and configure it (set up greeting and menu items).
In the new menu, click “Trigger when” and “+ Add triggers." There, choose “Calls to numbers” and specify the numbers that, when called, will trigger the menu.

Call Reception by Caller’s Number

If you need to direct calls from a certain client to a responsible manager, create a separate scenario for that. Enable in its settings "Trigger when Calls from numbers," enter the number in an international format, and click Save. You can also add a mask for country and area codes, for example, 4420*, to direct calls to different employees depending on the caller’s region.

Calls from specified numbers will be directed to the scenario’s extension logins bypassing voice greetings. If you need to add a separate voice greeting, you can do that in the additional menu.

Blacklist

On the page “My PBX” - "Incoming Calls and IVR," you can create a menu option “Blacklist” and add numbers that you don’t want to receive calls from, as well as a mask of numbers starting with a country and city/provider code, (for example, 1415123* or 44*).

Working Hours and Autoresponder

To accept calls only during working hours, on the page “My PBX" - "Incoming Calls and IVR," turn on the "Working hours" feature select your working days and set working hours.

You can also set lunch breaks and holidays. In the holidays tab, you can find lists of official national holidays for different countries, and add or delete a holiday from the chosen calendar.

Calls outside working hours can be directed to a separate scenario, for example, to a certain employee or a voicemail so the caller can leave a message. For this purpose, create an “Autoresponder” scenario.

Visual PBX Editor

The Visual PBX editor allows you to view how PBX is configured and what conditions trigger different call scenarios. On this page, you can see and set up PBX work using easy-to-understand block schemes.

To check PBX work, click “Test”; to save changes made in PBX, use the “Publish” button.

Important Conditions for PBX Visual Editor to Work:

The “Working hours” block is added before the menu, so the link from the "Yes" branch can only be with the menu, and the link from the "No" branch can lead to blocks "Call users," "Audio file," "Voice menu," and "Working hours."
The link from the "Call users" block signifies an action when no one from the Call group has answered a call and can be looped with the same block (repeating calling) and lead to other "Voice menus."
The "Audio file" block can only be in one place - as a file played before the "Call users" scenario when following the "No" link after the "Working hours" block. The only possible order of blocks is Working hours (no) -> Audio file -> Call users.

Additional PBX Features and Abilities

The setup wizard has covered the basic PBX configuration, but there are more essential features to explore based on your individual needs. Here's an overview of each feature:

1. Call Transfer and Interception

To transfer a client to a different extension number, press #, the extension number, and again # (e.g., #101#).
For transferring a call with a voice note, press *, extension number, and # (e.g., *101#). You'll be connected to the extension number first to notify why you are transferring the call. If the extension doesn't answer in 25 seconds, the client will return to you.
To intercept an incoming call, enter 40 and press the call button.
To transfer a call to a scenario (department), dial the scenario's number in the voice menu (e.g., #1#).

2. Number Dialing Format

Set in the "Outgoing calls" section, the default is local format. You can turn off the “Call without country code” feature to make international calls.

3. Call Recording

You can enable call recording for one or several PBX extension lines. Records can be sent by email or stored in the cloud.
You can record calls on a certain number of extensions for free (depending on your price plan). Additional extension recording is available for a fee.
The free cloud storage size varies with price plans.

4. Integrating Megacall PBX with CRM and Other Systems

Integration with top CRM and business systems can be set up on the “Settings” - “Integrations and API” page.

Official integrations are available for free, including Bitrix24, Zoho CRM, amoCRM, Salesforce, Megaplan, RetailCRM, ZohoDESK, PlanFix, and WireCRM.

5. Call Forwarding

5.1 Incoming Calls Forwarding:

Set up on the “My PBX” - “Extension numbers” page.

Choose an option for conditional or unconditional call forwarding.

Forwarding can be set to a mobile or landline number.

5.2 Call Forwarding Notification:

Set a notification to know when the call has been forwarded to your mobile. A standard notification or a custom one can be set.

5.3 Call Forwarding to Voicemail:

On the “My PBX” - "Extension numbers" page, choose “Always” in the call forwarding settings.

Enter your email address for voicemail and upload a separate audio file for the voicemail greeting.

6. Voicemail

Voicemail allows recording voice messages if a call is not answered.

Enable voicemail by entering your email address in the call forwarding settings.

Customize voicemail with an uploaded file, or text-to-speech, or choose default messages for client notification.

7. Notifications in Messengers

Receive notifications about missed calls, account balance, number, and price plan renewal, as well as SMS messages, in popular messengers such as Slack, Facebook Messenger, Viber, or Telegram. Configure notifications in your account on the Settings/My profile/Notifications page.

8. Conference

During a call, PBX users can initiate a conference by entering the command "000 ".

Here's how to set up a conference:

Enter 000 during the call.
Enter caller C’s phone number and confirm by pressing # (e.g., 000102#).
While adding another user, caller B will hear music, and callers A and C can communicate. The following commands can be used:

#: Confirm adding caller C (during the call).

*: Reject caller C and go back to the call with user B or to the conference.

*#: Return to caller B or the conference.

You can continue adding callers by entering 000 again. The conference will exist as long as there is more than one caller.

Caller C can be any number in the regular call format from the PBX (e.g., 00018571111111#).

9. Determining the Number by Call Destination (CallerID)

CallerID is the number displayed for outgoing calls. You can set any connected or verified number for CallerID. Different caller IDs can be used when calling from different devices or to different destinations.

To set your CallerID by destination:

Go to the “My PBX” - "Outgoing calls" page.
Click on “CallerID by called destination” on the right.
Enter the country and/or city code you are calling, choose a CallerID, and click “Create”.

10. Additional External Line

You can connect up to 20 numbers from a different provider to the Megacall virtual PBX on the "My PBX" - "External lines" page.

If you have a traditional landline number connected through a copper line, use a VoIP gateway with an FXO port. Enable an external line in gateway mode and specify settings from the website for the gateway.

If your number supports SIP operation, you can enable the line in Server mode and specify number settings.

Your provider needs to provide data for connecting: server, domain (can be the same as the server), login, and password.

On our side, the connection to the number is realized from the following IP addresses:

185.45.152.167

185.45.152.184

185.45.152.185

195.122.19.26

195.122.19.16

37.139.38.70

37.139.38.71

185.45.155.13

185.45.155.27

You can also port (transfer) a number from a different provider to Megacall. Numbers available for porting can be found on this page.

11. PBX Statistics

Detailed statistics of PBX calls can be found on the "My PBX" page - "PBX Statistics". Here you can set the statistics timeframe, compare different periods, view charts, and observe the geography of calls. Statistics and charts are available for all calls and calls on certain virtual numbers or external lines.