General
On the ''General'' page, you can manage your account's general settings.
These include:
- Defaults
- Caller information
- Security
- Integrations
We will explain each section one by one.
Table of Contents
Introduction to General Settings
Use the Defaults section
Defaults
Under the ''Defaults'' page you will see the following sections:
- Call Recording
- Calls
- Automatic logout
- Browser notification
Call Recording
This section allows you to customize how calls are recorded.
Under ''Call Recording'' you have 2 options:
- Call Recording: This toggle allows you to enable or disable call recording. When the switch is turned on (as it is in the screenshot), all calls made through the system will be automatically recorded.
- Record Stereo: This option, also enabled, records calls in stereo, meaning that the two sides of the conversation (caller and receiver) will be recorded separately on different audio channels. This can provide clearer audio for playback, especially in situations where audio quality or understanding each participant clearly is important.
Calls
Under ''Calls'' you have the flexibility in customizing the audio experience during calls and ensure that time zones and tones are appropriately managed.
Here's what each option means:
Play Sound on Call Connection
This toggle enables or disables a sound that plays when a call successfully connects. If turned on (as in the screenshot), the caller will hear a sound once the connection is established.
Play Sound on Call Disconnection
This toggle controls whether a sound will play when a call disconnects.
Timezone
This dropdown allows you to set the correct timezone for the system. PBX.IM will adjust time-based settings and call logs according to this timezone.
Music on Hold
This setting lets you choose the music or audio that plays when a caller is placed on hold. You can select from the available music options using the dropdown menu.
Ringback Tone
This option allows you to choose the tone that callers hear while waiting for their call to be answered. Click on the field and select from the dropdown menu.
Call Waiting Tone
This setting determines the tone heard when a caller is waiting to be connected. Like the ringback tone, you can select a specific tone from the dropdown menu.
Automatic Logout
This section helps with maintaining security by automatically logging users out after a period of inactivity and ensure efficient call management by setting default routing destinations.
UI inactivity
This setting allows you to adjust the time after which a user will be automatically logged out due to inactivity within the user interface (UI). Drag the cursor to select the desired period.
Phone Inactivity
This slider controls the time after which a user will be automatically logged out due to phone inactivity. Similar to UI inactivity, drag the cursor to set the time.
Default Call Routing Destination
This setting determines where calls will be routed when the user is unavailable or logged out. You can choose between: User
- Time Condition
- Endpoint
- Queue
- Announcement
- Forward
- IVR
- Voicemail
- Ring Group
- Conference
Date / Time
This section allows the user to configure the display of time-related field, ensuring that all time, date, and scheduling features are aligned with the desired date and time preferences. These settings are particularly important for accurately tracking call logs, scheduling, reports, and other activities, especially for users across different regions or working with international teams.
Timezone
This setting allows selecting the time zone in which you would like the system to operate. Time zones are crucial for accurate scheduling, reporting, and call logs, ensuring that activities are tracked based on the correct local time.
Date Format
This setting determines how the date is displayed.
Time Format
This setting allows choosing the format in which time will be displayed.
KPI
Another thing that you can do in the ''General'' tab is to set up KPIs for your Calls Report and Queues Report. You can set the KPIs by moving the cursor along the line to set up the minimum and maximum number.
How to set the KPIs:
You have a slider where you need to set two values: range start and range end.
You can also set the maximum value using the input on the right. In the example below, you can see the box with the number 312. You can edit it with the maximum number you want.
Colors meaning:
Let's take an example for Calls Reports:
- If the total calls value in the Calls/Queue Reports falls between the range start and range end, the card will change to the color set between the knobs on the slider. Blue usually represents the neutral interval.
- If the value is higher than the range end, the card will switch to a third color. Green means you have met your KPIs.
- If the value is lower than the range start, the card will turn to the first color. Red indicates performance below KPIs.
You can check how your stats look like compared to your KIPs under the Calls Reports and Queues Reports .
Calls Reports
Calls
The total number of calls made during the selected period and type.
Answered Calls
Shows the percentage of calls that were answered. Higher Percentage are often better.
Unanswered Calls
Indicates the percentage of calls that did not get connected or answered. Lower Percentage are often better.
Avg Call Duration
Shows the Average duration of calls for the selected period and type. For this section you also have the option to swap colors to better reflect your needs. For example, you might want to associate green with the lower range.
To do that just click on this symbol:
Unique Calls
It measures the percentage of calls made or received by the agent to unique numbers. Higher percentages indicate a greater frequency of calls to different numbers.
Total Talk Time
Indicates the total talk time for the selected period and type.
Queue reports
Just as you set KPIs for Call Reports, you can do the same for Queue Reports.
Call Volume
The total number of calls received during the selected period. This metric helps gauge the overall workload and call traffic volume.
Answered Calls
The percentage of calls answered by agents. Higher percentages indicate better response rates and efficient handling of calls.
Abandoned Calls
The percentage of calls that were disconnected before being answered by an agent. A higher percentage may indicate long wait times or caller dissatisfaction.
Calls Within SLA
The percentage of calls that were answered within the predefined Service Level Agreement (SLA) time. It reflects the efficiency of response times.
Average Wait Time
The average duration that callers waited before being answered. Lower values indicate shorter wait times and quicker response from agents.
Average Talk Time
The average duration of calls handled by agents. This metric can help evaluate the efficiency and effectiveness of call handling.
Max Wait Time
The longest wait time experienced by any caller within the selected period. This helps identify peak congestion and response time issues.
Timeout Calls
The percentage of calls that timed out before reaching an agent. High values could indicate issues with routing or insufficient agent availability.
Save and Apply
- Apply: Temporarily shows the changes on the report to see how it looks before saving.
- Save: Saves the changes you've done.
Quick KPI Preview
You also have the Quick KPI Preview option.
- When the toggle is ON, a card will display the selected KPI (e.g., the Answered Calls card in the example).
- When the toggle is OFF, the card will not be visible.
Call Limits
Another thing that you can do is set a no. of simultaneous calls limits for your users.
Simply type in the number you want.
Edit Caller information
Caller Information
Another section that you can find under ''General'' is ''Caller Information''.
Default Caller IDs
This section allows you to configure multiple default Caller ID numbers that will be used when making outbound calls.
Enable Caller ID by Destination Country
When this toggle is on, the system will allow you to assign specific Caller IDs based on the country you are calling. For example, if you are calling a number in a specific country, the system will automatically assign the corresponding Caller ID. This is useful for making calls appear as local to the recipient.
Destination Country
This dropdown allows you to select a specific destination country where a custom Caller ID can be applied.
Caller ID
Once you select a country, you can input a specific Caller ID that will be displayed for calls made to that country.
Add or Remove Caller ID Rules
- Trash Icon: Clicking the trash icon allows you to delete an existing Caller ID rule for a specific destination country.
- Plus Icon: Clicking the plus icon lets you add a new country and corresponding Caller ID rule to the list.
Browser Notifications
What are browser notifications?
Browser push notifications allow you to receive real-time alerts directly in your browser, even when the application tab is inactive. These are helpful for ensuring that important events like incoming or missed calls are never overlooked.
How to enable browser Push Notifications?
Step 1: Log into your PBX.IM account and go to Settings.
Step 2: Click on General
Step 3: Click on the Defaults section and scroll down.
Step 4: Click on Browser Notifications.
What notification settings are available?
You will see three configurable options under browser notifications:
Incoming Calls
Displays a push notification for all incoming calls in real-time.
Missed Calls
Notify the user when a call has been missed.
In activity Timeout
Sends a reminder 60 seconds before automatic logout due to inactivity
How to configure the browser and system notifications?
Since these are browser-based push notifications, certain settings must be properly configured to ensure they work:
In Google Chrome
Click the padlock icon 
in the address bar (left side).
in the address bar (left side).Select Site Settings.
Under Permissions, ensure that Notifications are set to Allow.
Alternatively:
- Open Chrome Settings → Privacy and security → Site Settings → Notifications
- Ensure your domain is listed under “Allowed to send notifications”.
In Windows (System Settings)
Open the Start Menu → Go to Settings
Navigate to System → Notifications & actions
Make sure:
- Notifications are turned ON.
- Chrome (or your default browser) is allowed to send notifications.
Frequently Asked Questions
1. I keep missing important calls when I’m not on the app. How can I avoid this?
By enabling Incoming Calls notifications under browser settings, you will receive real-time push alerts directly on your screen even if you're on another tab or not actively using the app. This ensures no important call goes unnoticed.
2. I don’t notice that I’ve missed a call until much later. Can I get alerted immediately?Enable Missed Calls notifications to get an instant alert when a call is missed. This allows you to quickly follow up and maintain timely communication.
3. I’ve enabled notifications in the app, but I’m still not getting them. What should I check?Check your browser and system notification settings:
- In Chrome, ensure notifications are Allowed for your domain under Site Settings.
- In Windows, go to Settings → System → Notifications and make sure both system notifications and Chrome (or your browser) are turned ON.
Set up your security
Security
In the ''Security'' section you can configure authentication and access controls for login and call recordings.
You will see 5 main categories:
- User Login
- Login Access
- Password Expiration
- Call Recording Access
- Phone Masking
User Login
Single Sign-On (SSO) is an authentication process that allows users to log in to multipleapplications using a single set of credentials. In PBX.IM , we leverage SSO to simplify userauthentication, improve security, and streamline access control.
To enable or manage SSO in PBX.IM :
Navigate to Settings → General → Security → User Login from the side panelToggle the Enable SSO option to activate Single Sign-On for the platform.
Once SSO is enabled, all newly invited users will have the flexibility to choose their preferred sign-up method:
- SSO (Google/Microsoft): Users can sign up and log in seamlessly using their Google or Microsoft accounts, eliminating the need for a separate PBX.IM password.
- Standard Method: Users can still opt to sign up using their email and create a password, providing an alternative for those who do not wish to use SSO.
Another thing you can do is set up the two-factor authentication. You can either enable, disable, or enable by suspicious login. This adds an extra layer of support to your account since all the PBX.IM 's users will have to provide an extra code to access it.
Login access
Allowed Countries
This dropdown allows you to restrict login access based on geographical location. If it is set to All countries, meaning login access is not restricted to any specific region.
Allow Access From IP Whitelist Only
This toggle, when enabled, restricts login access to only those IP addresses listed in the whitelist. This enhances security by ensuring only approved IP addresses can access the system. When enabled the system will display a field where you can specify the type of IP ranges you want to use.
Password expiration
Under the Password Expiration settings, simply drag the cursor to set the time period after which the system will require a password reset. You also have the option to log out all account users, prompting them to change their passwords immediately.
Call Recording Access
Call Recording Access section is similar to the Login access settings.
Allowed Countries
Similar to login access, this dropdown lets you restrict access to call recordings based on geographical location
Allow Access From IP Whitelist Only
As with login access, this toggle restricts call recording access to specific whitelisted IP addresses when enabled.
Phone Masking
Phone masking is a feature that hides part of a phone number.
You can apply it to:
- Inbound calls
- Outbound calls
- All calls
- Or disable it completely
The number can be masked in two ways:
- In the middle → Example: +44 1234 *** 890
- At the end → Example: +44 1234 123 ***
Depending on these settings, the number will be masked in:
- The webphone interface (e.g., when receiving or making a call, and in the Recents tab)
- Call Logs
You can find the same security settings on the Manage Your Account & Billing page. The options you select under 'General' will automatically populate in the 'My Company' section.
Integrations
Under the Integrations tab you will find enabled and available integration options.
Click2Call
What is Click2Call?
Click2Call is a feature that allows you to initiate phone calls directly from a CRM or web interface by clicking on a phone number. It eliminates the need to manually dial numbers, streamlining the calling process and reducing the risk of dialling errors.
How many types of Click2Call does PBX.IM offer?
There are 2 types that we offer:
1. Browser-Based:
This simple option lets you make calls directly from your CRM using your web browser. When you click a phone number within your CRM, a new tab will open in PBX.IM connecting you to the call. If you aren’t already logged into PBX, you’ll be prompted to log in before the call is initiated. This option is quick and efficient for teams who prefer working entirely within the browser environment.
2. Backend
The backend option offers a more integrated solution once configured with your CRM. With this setup, clicking the call button automatically initiates a call to your preferred device whether that’s a web phone, softphone, or any SIP-enabled physical device. The admin can also restrict or trigger calls only from certain IP addresses using IP whitelisting for added security. This feature ensures that calls are only initiated from trusted networks, further protecting your communications.
How to configure the Click2Call for your PBX.IM account?
There are 5 steps you need to follow to configure Click2Call:
Step 1: Access your PBX.IM account and go to ''Settings''
Step 2: Under ''Settings'', click on ''General'' tab
Step 3: Navigate to the Integration Tab
Within the General tab, find and click on the Integration Tab.
Step 4: Select Click2Call integration.
In the integration section, click on “Add an Integration” and select Click2Call (C2C) from the dropdown menu.
Step 5: Choose the integration type.
A pop-up will open where you will see the 2 options available.
Option 1 – Browser Session:
If you choose this option, simply select it and click Save. This will enable the browser-based integration, allowing you to makecalls directly from your CRM using your web browser.
Option 2 – Backend Integration:
If you choose the Backend option, you will be prompted to generate an API key, which is required to configure the integration with your CRM. Once the key is generated, simply use it to complete the integration setup. The backend option also includes an IP whitelisting feature to restrict call triggers to specific IP addresses, ensuring that calls can only be made from trusted networks for added security.
Once you’ve generated and configured the API key, do not regenerate it. Regenerating the API key will break the integration, and the API will no longer work. If the API key is regenerated, you will need to reconfigure the system with your CRM using the new key. To avoid any disruption, make sure to keep the original API key intact after configuration.
Where can I view and manage my Click2Call integration?
Once your Click 2 Call (C2C) is configured in PBX.IM , you’ll be able to see your settings displayed under ''Enabled '' area, on the same page. You can quickly edit existing settings if needed, giving you flexibility as your needs evolve.
It will look like this:
Where can I find my Click2Call API key?
Once you select Backend Integration, an API key will be generated automatically. You can find it under your Click 2 Call integration settings.
Can I integrate PBX.IM withy CRM?
Yes. PBX.IM supports CRM integration for Click2Call and other telephony features. If you find it difficult to set this up with your CRM, please contact our support team ; we're happy to help you get started.