The short answer
A cloud PBX is a business phone system that lives in a data centre rather than a box on your wall, and VoIP carries the calls over your internet connection. We set up numbers, call flows and after hours handling, then support it inside 1 to 3 hours.
What we set up and look after
- New local numbers, or porting the one printed on your vehicles
- Call flows and ring order, designed before anything is configured
- After hours handling that does more than announce you're closed
- Desk phones, softphones and mobile apps on one number
- A line test, and quality of service set on your router
- Voicemail to email, call recording, unanswered call reporting
- Calls logged in your CRM, custom routing through Twilio
What actually decides whether your calls sound good
When a call breaks up the provider gets blamed. Nine times out of ten the problem is inside the building.
Upload matters, download doesn't.
Plans are sold on the download number because that's what people notice. A call needs about the same in each direction, roughly 100 kilobits per second per concurrent call with common codecs. On a plan advertised as 100/20, your phones live in the 20, and they share it with every file your staff send.
Jitter and packet loss, not speed.
A file transfer that loses a packet asks for it again and you never know. A conversation can't wait, so the missing audio is gone and you hear a clipped word. Jitter is the same thing in another shape, packets arriving unevenly so the system has to guess how to reassemble them. A line can test at excellent speed and still be unusable for voice.
The upload that ruins the call.
Twenty perfect minutes, then someone sends a large file or a backup runs at 2pm instead of 2am. The router now has a queue of upload traffic and voice packets sit at the back of it. Nothing is broken. The line is doing what it was told.
Quality of service is the fix.
Voice gets tagged so it jumps the queue. The part people miss is the upstream rate: shape slightly below what the line actually delivers, so the queue forms in a device you control rather than upstream at the carrier where nothing you set can reach it.
Moving your number takes longer than anyone tells you
One number on a simple service is the quick end. Multiple lines, older services, or a number bundled with your internet take longer.
Delays are almost always paperwork. The business name on the port form has to match what the losing carrier holds, character for character, including whether Pty Ltd is on it. One mismatch and you start again. And never cancel the old service early to save a month of line rental, because a disconnected number can be released and may not come back.
A missed call in a trade business is a lost job
Design the call flow on paper first. Who rings, for how long, and where the call goes when nobody picks up. The common mistake is everything ringing everywhere, because when a phone rings on six desks all six people assume someone else has it.
After hours needs more than a closed message. Someone with a burst pipe at 7pm doesn't leave voicemail. They ring the next name on the results page and you never learn it happened. Divert to an on call mobile, or fire a text back saying when you'll ring. Then pull the report on calls that rang out and expect a higher number than you guessed. That's the argument in trades and construction, where the job goes to whoever answers.
We'll test the line before quoting you a phone system.
How a phone system goes in
We test the connection
Upstream capacity, jitter and loss over several days, plus whatever else competes for the line.
We map the call flow
Ring order, overflow and after hours, agreed before a handset is touched.
We configure, then port
Router settings and phones tested, numbers ported with the old service still running.
We watch the first month
Call quality and unanswered call reports, then adjustments, through managed support.
Who this suits, and who it doesn't
It suits businesses where the phone is how work arrives, and teams split between an office and vans.
It's a poor fit if the connection at your address is unstable and nothing better is available. We'll say so rather than sell a system that will sound bad.
Why clients move their phones to us
We respond in 1 to 3 hours.
A number rather than a claim about fast support. When the phones stop, the wait is the problem.
In house developers.
When the platform's routing runs out, we build it through Twilio integrations.
No lock in contracts.
Month to month, and we'll port your numbers out on request.
"We tried VoIP before and it was terrible."
Usually true, and usually the network rather than the platform. That's why we test the line before quoting.