Support Center:
Please check our FAQs and video demonstrations prior to contacting our sales or support.
Normal Hours of Operation: 9AM – 6PM Pacific Time.
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Support Desk/Email
At 800 PBX, support desk is the fastest way to resolve issues. Our average turnaround time ranges from 2 mins to 2 hours during normal hours and 4 hrs during off peak hours.
Please include as much information as possible for the fastest resolution to the problem. Existing users, please include your userid and toll-free number. -
Phone Support
Our 24/7 phone support includes self-serve IVR and emergency support.
Self-serve IVR will help you identify the issues in the account and the best resolution to the problem.
Our phone support during normal business hours will help you trouble shoot technical, sales, billing and panel issues.
Emergency phone support (24/7) is available to all our customers. Please note that our emergency staff is trained only in handling the emergencies and not on the normal technical or billing issues.
1-877-800-0729 (US & Canada)
1-408-239-4529 (Outside US & Canada) -
Popular FAQs
What is 800 PBX and how would it help my business?
800 PBX will not only help your business sound professional but it will also automate lot of your business operations. Starting with standard PBX (auto attendant, toll-free number, local number, audio conferencing, fax, forwarding, voicemail, call screening, call queues and much more) features, 800 PBX helps take appointments, give directions, collect feedback through surveys, make collection calls, process payments, read email over phone and even blast your sales/marketing calls.
What is unified messaging?
Small businesses today use many mediums to communicate – call, fax and email. Unified messaging incorporates all of them behind a single phone number. 800 PBX supports forwarding call, sending and receiving fax, accessing voicemail over internet and phone. The system even allows you to check your email and even reply over phone.
How much does 800 PBX cost and is there a long term contract?
800 PBX’s plans range from $9.99 to $99.99. There is no long term contract. However, we encourage small business owners to sign up for yearly plans and get 3 months service free of cost.
Is 800 PBX′s system speech driven?
Yes. The system is speech driven which means your customers can just say the name of the department or employee and the system will connect the call. Most of the other features such as appointment dates, surveys, polls etc. are also speech driven. The touch tones are also supported.
Why 800 PBX?
Please check out our page on “Why 800 PBX?” or listen to our infomercial here.
Where is 800 PBX′s infrastructure located?
60 Hudson Street. The facility is a major telecommunications hosting center and an historic landmark located in Lower Manhattan, New York City.
What is 100% managed?
800 PBX provides 100% managed services which means that we take completely take care of your account. All your telephony needs are handled by our people, products, services and processes.
What is covered in 30 day money guarantee?
800 PBX understands the needs of the customers and makes every effort to keep them happy and satisfied. If you are dissatisfied with the service for any reason, you will receive a full refund (minus minutes usage charge) when you cancel your account within 30 days.
How does Call Forwarding work?
All your calls can be forwarded to your mobile, home or work phone. The call recipient (your employee) will see the caller id of the original caller. 800 PBX will announce "You have a call from 800 PBX. Press 1 to get the caller´s info or 2 to accept the call". If you hang up the line, the call will follow the next rule (voicemail or redirect to a different extension or route to operator) depending on the rules you have configured in the panel.
How long does it take to activate an account?
If you choose a generic toll-free number from our system, the activation is instant. Vanity number or port orders may take up to 5-10 business days. You will be provided with a temporary number instantly in such cases.
Is there anything to buy or install? Can I use it with my existing phones?
800 PBX is entirely managed and hosted by us. There is no software to install or hardware to maintain. You can use 800PBX service on top of your existing phones.
Would my callers get a busy signal?
Unlike other systems which provide a limited call capacity, 800 PBX provides unlimited channels. Your calls would never get a busy signal and the system will scale up to your requirements.
Does 800 PBX charge two legs for each call?
No. A forwarded call internally is made up of two calls, an inbound call to your 800 PBX number and an outgoing call to the phone on which you would like to answer the call.
Most virtual PBX providers charge you for both the calls. However, 800 PBX charges you only for one call.
Most virtual PBX providers charge you for both the calls. However, 800 PBX charges you only for one call.
Billing
Can I change my billing plan at any time?
You can upgrade your plan directly from the online control panel. However, please note that the plan will be applied from the start of the next monthly cycle.
Can I cancel my account? Is there a cancellation fee?
Yes, you can cancel your account anytime by sending us an email. There are no hidden costs or cancellation fees associated. Please note all account holders will be required to fill a small form (10 items) which verifies the authenticity of the request and provides feedback for 800 PBX. Nothing more is required to cancel your account.
I sent an email to cancel my account but 800 PBX is still billing me.
Please make sure you have filled up the cancellation form. Once we receive the cancellation request along with the correct credit number (cvv2) on file, we work on the request. Cancellation process takes 3-4 business days. If you are porting your number to a different carrier, your account should be in good standing.
Cancellation requests sent through email will be forwarded to the cancellation form. Please send an email to support if you do not hear from us in 2-3 business days after fling the request.
Cancellation requests sent through email will be forwarded to the cancellation form. Please send an email to support if you do not hear from us in 2-3 business days after fling the request.
Are there any Regulatory charges or taxes apart from the listed price?
No. Unlike other players, 800 PBX includes all taxes and charges in the listed price. Please note that there are no hidden costs or cancellation fees.
Does 800 PBX accept check, money order or Paypal?
800 PBX only accepts payment through credit or debit cards issued by Visa, MasterCard, American Express and Diner.
We will be soon adding Paypal subscription to the allowed payment types.
We will be soon adding Paypal subscription to the allowed payment types.
Does 800 PBX automatically bill me?
Yes, 800 PBX will conveniently bill you every month on the same day (Day of billing) as your signup. An invoice is sent to the email on file 5 days before the actual billing. A confirmation email is also sent when the payment is successful.
Features
What are the features unique to 800 PBX?
The unique features under Virtual PBX category include audio conferencing, call queues, call recording, fax on demand, group messaging, pin calling and calling card.
All IVR automation features such as speech recognition, appointment scheduling, store directions, email over phone, surveys, phone orders are unique to 800 PBX′s offerings.
All IVR automation features such as speech recognition, appointment scheduling, store directions, email over phone, surveys, phone orders are unique to 800 PBX′s offerings.
Can I transfer a call to one extension to another?
Yes, your employees can forward calls to a different extension.
Does 800 PBX support music on hold?
Yes. 800 PBX also provides sample music on hold files. You can use them or upload your custom music on hold.
What is Click-2-call or Web-dial?
Web dial, sometimes referred as ‘Click 2 call’, allows your customers to leave their callback number and a good time to reach your company line or someone in your company. The system then automatically dials the customer and connects them either to your main line or to the selected extension.
How does Call-blast work?
Call Blast is designed to broadcast your pre-recorded voice message to hundreds or thousands of customers at once. You have to simply specify the phone numbers to call, when to call and the message to play.
You can optionally provide the answering machine message which the system uses to play if an answering machine is detected.
You can optionally provide the answering machine message which the system uses to play if an answering machine is detected.
Does 800 PBX support calling card?
Yes. You can call your toll-free number and reach your calling card extension. The calling card is protected by a PIN to allow only valid users.
Can I invite users for Audio conferencing?
800 PBX allows you to invite your customers for audio conference. The invite email contains an attachment which can be used to tag the slot in the calendar. All applications such as Outlook, Netscape, Exchange, iPhone, Blackberry can use the attachment format.
How does call hunt differ from follow me?
While call hunt calls all the designated numbers at once, follow me calls the designation numbers one after another.
What is call screening?
Call screening allows the system to verify if the callee is interested in speaking with the caller. “You have a call from 800 PBX. Press 1 to take this caller or 2 to know more information.” is played.
What is Call whisper?
Call whisper allows you to prompt callers with their name and the reason why they are calling. This message is played in the call screening message.
What′s the reporting format for 800 PBX?
800 PBX provides all the related information of the call such as caller id, caller name (if available, duration of the call, extension reached and the number where the call was answered).
Detailed call analysis graphs showing number of calls for each extension and the disposition (voicemail, answered, hung up) for the past 12 months are available in the control panel. Please follow the video here to know about call logs.
Detailed call analysis graphs showing number of calls for each extension and the disposition (voicemail, answered, hung up) for the past 12 months are available in the control panel. Please follow the video here to know about call logs.
Minutes Usage
What if my account usage crosses the assigned plan minutes for my plan?
Each 800 PBX′s plan comes with assigned minutes. However, if your usage increases for a particular month, you can purchase add-on minutes. The system will automatically send an email if your usages crosses 85% of the allotted minutes.
Are my minutes rolled over?
The default minutes included with your plan are not rolled over. Add-on minutes are rolled over through the life of the account.
Toll-free and local Numbers
Can I switch my current toll-free number to 800 PBX?
Yes. You can transfer your existing toll-free number to 800 PBX. Please note that it takes around 7-10 business days to complete the porting process. Please complete the RespOrg form and fax it back to us to start the transfer process. Do not cancel your subscription with the present carrier.
Can I choose my own vanity number?
Sure. You can order a vanity number of your choice for your business. Simply choose the vanity number option while signing up.
Please note that the vanity numbers are subject to availability. If the requested vanity number is unavailable, the support team will send an email and propose available vanity numbers to pick.
*Please make sure that your vanity number is allotted before you print your business cards or advertise your number online.*
Please note that the vanity numbers are subject to availability. If the requested vanity number is unavailable, the support team will send an email and propose available vanity numbers to pick.
*Please make sure that your vanity number is allotted before you print your business cards or advertise your number online.*
How long does it take to get a Vanity number?
Vanity number order takes anywhere from 3 days (typical) to two weeks. If you do not get your vanity number in 2 weeks, please send an email to support so they can look into the issue closely.
How do I order a Local number?
Ordering a local number is simple. From the online control panel, click the "Local number" tab and select the area code and your nearest city. Please watch the help videos for step by step instructions on the order process.
In most cases, the order takes about 2-3 business days. However, please note that the local numbers are subject to availability. In some cases, the requested local number may not be available. In such cases, our support team will send you an email and you can select an alternate area code.
In most cases, the order takes about 2-3 business days. However, please note that the local numbers are subject to availability. In some cases, the requested local number may not be available. In such cases, our support team will send you an email and you can select an alternate area code.
Do I own my toll-free number?
Once a toll free number has been assigned to you, you will have ownership of it. Since the numbers are pre-ordered, it will be under the name of 800 PBX during the service with us.
However, if you decide to change service providers, you must have the toll free number transferred before canceling your service.
Please note if the account has been cancelled due to non-payment, 800 PBX reserves all rights to recycle the numbers irrespective of whether they were ported to 800 PBX from a different carrier
However, if you decide to change service providers, you must have the toll free number transferred before canceling your service.
Please note if the account has been cancelled due to non-payment, 800 PBX reserves all rights to recycle the numbers irrespective of whether they were ported to 800 PBX from a different carrier
I received an email from 800 PBX informing that my local number is active. However when I call the local number, I cannot hear anything.
Please make sure you login to your panel and select voice or fax from the options. Your local number will then start working.
Voicemail & Call Recording
What conversations can I record?
You can record the conversations for any extension from the control panel. Simply enable the extension for call recording and 800 PBX will handle the rest.
Please consult with your attorney to check if call recording is allowed in your state. In few states, an announcement of "this call is being recorded.." is required. A media file with the recording "Please note that this call will be recorded for quality and training purposes" is provided for your convenience.
Please consult with your attorney to check if call recording is allowed in your state. In few states, an announcement of "this call is being recorded.." is required. A media file with the recording "Please note that this call will be recorded for quality and training purposes" is provided for your convenience.
Where can I find the recorded files?
You can listen to the recorded files by clicking “view” option under status menu in the online control panel.
How can I check my voicemail?
Voicemails can be checked in three ways.
- Via 800 PBX panel Select status from online panel menu and click on ‘view’ to listen to the voice messages.
- Via Phone You can also retrieve your messages over the phone. Call your toll-free number and dial ‘*’ followed by the extension number. Enter the PIN of the extension number.
- Via Email You can also get your voicemails delivered to your email inbox as an attachment (wav file).
- Via 800 PBX panel Select status from online panel menu and click on ‘view’ to listen to the voice messages.
- Via Phone You can also retrieve your messages over the phone. Call your toll-free number and dial ‘*’ followed by the extension number. Enter the PIN of the extension number.
- Via Email You can also get your voicemails delivered to your email inbox as an attachment (wav file).
What are the available notification options for voicemail?
Apart from email notifications with attached wav file, 800 PBX also supports SMS and pager notifications.
Am I charged for checking messages?
If you are checking your voicemail through email or online control panel, you will not be charged.
However, your minutes will be accounted if you call and access your voicemail over phone.
However, your minutes will be accounted if you call and access your voicemail over phone.
How many messages are stored in the control panel and for how long?
Your voicemails and call records are stored for 30 days. System will automatically recycle them.
I forgot my PIN. How can I change it?
Your administrator can login to the control panel and change the PIN from the extension menu.
If I use a mobile phone, will my voicemails go to my mobile carrier or 800 PBX′s system?
If you are using call screening (recommended), all voicemails are retained in 800 PBX system. Call screening option requires you or your employee to dial 1 to accept the call.
Greetings
How are greetings recorded?
You can get your greetings professionally recorded by our voice artist for $9.99 for each greeting. To place the request, select “Voice Artist Greeting” option under “Greetings” section of the online control panel.
To record the greeting on your own, dial your toll-free and press *999# and simply follow the prompts. After recording, login to the online panel and use your recorded greeting from the "Greetings" section of the panel. Please make sure you logout and login again for the new recording to be reflected on our account.
To record the greeting on your own, dial your toll-free and press *999# and simply follow the prompts. After recording, login to the online panel and use your recorded greeting from the "Greetings" section of the panel. Please make sure you logout and login again for the new recording to be reflected on our account.
Is the first greeting free?
Yes. First voice greeting is on us and our voice artist with over 15 years of experience will record it for you free of cost. Here is a sample.
How long can the greeting be?
The greeting size is unlimited. However, we recommend that you keep your greeting short.
Does 800 PBX play holiday messages?
Yes. 800 PBX can also play a holiday message up to 3 days prior to the holiday.
Can I have different greetings play at different times of the day?
Yes. You can record multiple greetings and have the system play the greetings based on a day and time schedule.
What is custom greeting?
You can opt to play various greetings based on caller-id.
How can I upload greetings to my 800 PBX account?
You can also record a greeting on your computer and upload it to the greetings section of the panel. Please check the video for step by step instructions.
What is the format of the greeting files?
The greetings should be in the WAV format with the following specifications: Bit Rate: 128Kbps, Audio sample size: 16bit, Channels: 1(mono), Audio sample rate: 8 KHz, Audio format: PCM
If you are unsure of the format, please send the current file and our technical team can convert it for you to the recommended format.
If you are unsure of the format, please send the current file and our technical team can convert it for you to the recommended format.
Speech Recognition
Is 800 PBX′s system speech driven?
Yes. The system is speech driven which means your customers can just say the name of the department or employee and the system shall connect the call. Most of the other features such as appointment dates, surveys, polls etc. are also speech driven.
Are touch tones also supported?
Yes, the dtmf (touch tone) is also supported besides speech recognition.
Is there an extra cost for this feature?
No. Speech recognition is included in the feature list and comes with all plans.
My name is complicated. How can I make your system recognize my name?
We understand that all names especially last names are not easy to pronounce. 800 PBX offers tweaking for each extension. You can add alternate pronunciations for each name. Please follow the video to see you can setup the rules.
IVR Solutions
Tell me more on IVR solutions you provide?
Our goal at 800 PBX is to see our system automate your business processes. We have been successful in automating appointment scheduling, real time directions to the store, CRM integration, email over phone, support suite over phone, group messaging, fraud prevention, realtor showcasing, lab reporting etc.
All these features included with each plan?
We design IVR solutions for various industries.
Few of the features such as email over phone and group messaging are included with plans at no extra cost. Rest may incur a monthly subscription fee. Please refer to the 800 PBX′s plans page to see which of them are covered under the plans.
Few of the features such as email over phone and group messaging are included with plans at no extra cost. Rest may incur a monthly subscription fee. Please refer to the 800 PBX′s plans page to see which of them are covered under the plans.
What is appointment scheduling?
800 PBX′s toll-free appointment scheduling solution completely automates the process without the need of a "live" receptionist to schedule appointments. The patented automated phone appointment scheduling solution uses advanced speech recognition techniques to match the user′s preferred appointment timings.
The system can search for, set appointments, suggest available slots or even redirect the calls to an emergency number if the customers require live help. The phone scheduling system uses natural human sounding voices to guide your customers to schedule, cancel or re-schedule appointments.
Google and exchange calendar are supported at this time.
The system can search for, set appointments, suggest available slots or even redirect the calls to an emergency number if the customers require live help. The phone scheduling system uses natural human sounding voices to guide your customers to schedule, cancel or re-schedule appointments.
Google and exchange calendar are supported at this time.
What are phone reminders?
All customers who have used appointment scheduling to make appointments are reminded automatically one hour before and one day before the appointment. This eliminates no-shows.
What is group messaging?
Group messaging or call distribution delivers your messages to your designated groups. Simply call your toll-free number and say “group messaging” followed by the name of the group and leave your recording. 800 PBX will call designated numbers in the group and deliver the message automatically.
How can I check my email over phone?
800 PBX allows you to listen and reply to your new emails over the phone. Simply provide your email credentials in the extension configuration menu.
Can I sell products through phone orders?
Yes. With 800 PBX, simply define the names of the products and the corresponding prices. Your callers can call in, say the name of the product and provide their credit card information. 800 PBX will process the credit card using your current merchant account information.
Call Queues/Virtual Call Center
What is call queue and how does it work?
Call queues, often used in fortune 500 businesses, allow your agents to take calls for a single extension or phone numbers. The calls will be distributed among your agents based on their availability. For eg: you may be receiving lot of calls to your support extension. Call queue will manage the callers instead of sending them to voicemail when your agents are busy. Call queues routes the calls to the agent who is free or who is knowledgeable based on the call rules.
If all the agents are busy, the caller is kept on hold till one of the agents becomes available.
If all the agents are busy, the caller is kept on hold till one of the agents becomes available.
What are the possible rules for managing agents?
The possible rules for determining the order of the call are random, round robin, ring all, least recent and fewest call.
How can the agents login to 800 PBX′s queue?
We provide two ways for your agents to login. Your agents can login from the control panel designated by your account manager for your agents. Your agents can also dial in your toll-free number and dial *9000 extension. Entering the agent id followed by the PIN logins the agent. The agent will start receiving the calls.
Should my agents take calls on computer?
It′s a common practice for the agents to answer calls using a soft phone (computer phone). However, 800 PBX supports both soft phone and sending calls to normal lines.
What is screen popup?
Caller-id information is automatically pushed to the agent′s screen while the phone is ringing. This allows the agent to pull up the appropriate case information from the backend system.
What information is available in screen popup?
Caller information will contain callerid and callername (CNAM) if available. For a landline number, 800 PBX can also collect the address of the caller if required.
Can I integrate screen popups with my CRM etc.?
Yes. The screen popups are meant to do so. We can push any link to the agent′s screen based on the caller-id.
800 PBX system comes integrated with Salesforce CRM.
800 PBX system comes integrated with Salesforce CRM.
Fax
Does 800 PBX support fax?
Yes. 800 PBX supports sending and receiving fax. Fax on demand is also supported.
What is fax on demand?
Fax on demand allows your callers to call in and receive a fax automatically. For eg: 800 PBX uses fax on demand for plans page. Callers can call in and provide their fax number to receive brochure or marketing material. 800 PBX faxes the plans page to them after they hang up.
How many minutes are associated with each fax?
Irrespective of the size, each fax is charged as 4 minutes and accounted towards your minutes consumption.
What is fax printer?
Fax printer from 800 PBX can be used to print any document on your computer and send it through fax. Currently we support Windows XP and Vista only.
Is sending fax reliable?
Yes. Sending fax is reliable. The system tries 12 times before it gives up.
Is receiving fax reliable?
Most of the times, yes. However if the sender is using an older set of fax machines, 800 PBX may refuse to accept faxes.
What is the format of fax files supported?
We current support pdf, png and tiff. Other formats will be also supported shortly.