Tabulation doesn't disappear on refresh.
A post-call pending item can be recovered after refreshing the page or logging back in, preserving contact, number, protocol, and duration.
check_circle preserved context
OmniSmart Cloud PBX
A phone system that connects every call to the entire operation.
Centralize numbers, extensions, IVR, queues, recordings, and reports in the cloud—and keep voice, customer service, and CRM in the same context.
cloud_done Cloud managementdevice_hub Voice connected to customer servicequery_stats Data for decisions
live operation
Telephony Team view
AvailableConnected extension
12on a call
4waiting
32available
Sales queue real time
RMRenata MartinsRenewal campaign00:48
JCJoão CostaIVR · option 200:26
AFAna FreitasTechnical support00:14
Active call 02:18
RMRenata MartinsIdentified customer
mic_offforwardcall_end
Companies that trust their operations to OmniSmart
Direct answer
What is a cloud PBX?
A cloud PBX is a phone system managed by software and hosted in the cloud. It organizes numbers, extensions, IVR, queues, schedules, transfers, and recordings. With OmniSmart, telephony can also share customer context with customer service, CRM, and reports.
Also understand VoIP telephony arrow_forwardOne system, four layers
The PBX is no longer an island within the company.
From the moment a call comes in to managerial analysis, each step is part of the same operational journey.
call_received
Receive with clear rules.
Route every contact from the first ring, without relying on manual decisions.
- check_circleInbound numbers and trunks
- check_circleIVR, schedules, and holidays
- check_circleQueues, overflow, and teams
- check_circleOrigin identification by prefix
Inbound flow active
dialpadaccount_treegroups
Business hours openMain IVR 4 optionsSales overflow 30 sContingency configured
support_agent
Answer wherever the operation is.
Extensions and teams work with availability and transfer rules aligned with the flow.
- check_circleSoftphone and virtual extension
- check_circleTransfer between users and teams
- check_circleBreaks and operational availability
- check_circleAfter-call work
Customer service team 18 online
Mariana · extension 201 on callRicardo · extension 205 availableCamila · extension 210 wrap-upFelipe · extension 216 on break
phone_in_talkswap_horizheadset_mic
person_search
Recognize who is calling.
The voice gains context to reduce manual searching and make it easier to continue the relationship.
- check_circleRelated contact and history
- check_circleTeam, user, and protocol
- check_circleCRM and opportunity, as integrated
- check_circleNumber and contact normalization
RMRenata MartinsContact identified by phone
Today · incoming call in progressYesterday · WhatsApp answeredJul 15 · proposal sent
monitoring
Manage beyond call volume.
Review volume, wait, service, and abandonment with consolidated and analytical views.
- check_circleCDR enriched with context
- check_circleAnswered duration and total duration
- check_circleAbandonment by queue or team
- check_circleFilters, export, and API
Calls by period updated
Answered consolidated viewAbandoned identified queueAverage times detailed
Call journey
From number to report, without dropping the ball.
The flow can be designed so rules, service, and data move forward together.
dialpad
Number
Recognized origin
schedule
Rule
Time and holiday
account_tree
IVR
Contact intent
groups
Queue
Responsible team
headset_mic
Extension
Customer service
badge
Contexto
Customer and protocol
query_stats
Management
CDR and indicators
sync_alt Each step can feed the next according to the project configuration.
Evidence-based management
The report explains what happened with each call.
Voice data is enriched with operational context to go beyond the simple “answered or not answered.”
timer
Duration and total duration
Separate the time actually served from the total journey time, including wait and other steps.
phone_missed
Abandonment with identified queue
See that the call was abandoned and in which team or queue the contact was waiting.
data_object
Consolidated, analytical, and API
View indicators, per-call details, filters, search, CSV/Excel export, and endpoints as applicable.
Telephony team report
ConsolidatedAnalytical
RECEIVED1.284selected period
ANSWERED1.116by inbound and outbound
ABANDONMENT7,2%identified queue
AVERAGE TIME03:42service
Volume per day
Operation times
Wait 00:28Customer service 03:42Operation 04:19Abandonment 00:36
ContactTeamStatusTotal duration
Renata MartinsSalesAnswered04:08
João CostaSupportTabbed06:21
Ana FreitasFinanceiroAbandoned00:41
Operational continuitypending_actions pause_circle person_check
Product details that prevent gaps in the process.
The team finishes before receiving another one.
During tabulation, the user can remain on operational pause. After completing it, they become available again according to the defined rule.
check_circle organized post-callThe phone finds the right contact.
Number normalization helps avoid DDI duplicates and relate the call to the same contact used in other channels, such as WhatsApp.
check_circle connected historyComparison
It's not just swapping the physical PBX for the cloud.
The difference lies in the level of connection between telephony, people, and data.
| Criterion | Traditional physical PBX | Isolated cloud PBX | Connected OmniSmart |
|---|---|---|---|
| Infrastructure | On-site PBX and physical maintenance | Software-based administration | Cloud administration with operation design |
| Extensions and remote work | Greater dependence on the office | Available | Available with users and teams in the flow |
| IVR, schedules, and queues | More rigid configuration | Available | Available with interaction context |
| Customer identification | Usually manual lookup | Depends on external integration | Contact, protocol, and CRM as configured |
| Indicators | Basic records | Call CDR | Contextualized CDR, times, and abandonment by team |
| Integrations | More limited | Vary by provider | Customer service, CRM, automations, and API |
Applications
A voice foundation for different operations.
apartment
Companies and multiple units
Centralize numbers, extensions, and rules without losing each branch's or team's accountability.
Learn about corporate numbers arrow_forwardsupport_agentInbound customer service
Organize IVR, queue, overflow, protocol, and history to reduce transfers without context.
See inbound call center arrow_forwardcampaignSales and outbound operations
Connect extensions, campaigns, tabulation, and sales data to track productivity.
Explore dialers arrow_forwardhubCRM and omnichannel customer service
Relate the voice conversation to other channels and continue with the same context.
See CRM integration arrow_forwardGuided implementation
Migrating telephony requires design, not improvisation.
Implementation considers technology, customer journey, and team routine before the switch.
Portability: keeping the numbers depends on the carrier, the service type, and the feasibility analysis. This is assessed in the transition plan.
01
Mapping the current operation
Numbers, carriers, extensions, teams, IVRs, schedules, queues, integrations, and contingency points.
02
Flow design
Entry rules, distribution, overflow, permissions, tabulation, and data needed for management.
03
Configuration and testing
Environment, extensions, network, headsets, integrations, voice quality, and failure scenarios.
04
Going live
Training, monitoring, and phased activation to reduce impact on customer service.
Frequently asked questions
Before choosing a cloud PBX.
Straightforward answers to evaluate technology, integration, and implementation.
What is a cloud PBX?
A cloud PBX is a telephone system managed by software and hosted in the cloud. It organizes numbers, extensions, IVR, queues, schedules, transfers, and recordings without relying on a physical PBX installed at the office.
What is the difference between a cloud PBX and VoIP telephony?
VoIP is the technology that carries voice over the internet. The cloud PBX is the system that applies rules to the operation: it creates extensions, distributes calls, runs the IVR, controls queues, and provides management data.
Does the OmniSmart Cloud PBX work on the computer and on the cell phone?
The operation can use a browser-based softphone and compatible apps, depending on the project design, the device, and the permissions set for each user.
Is it possible to keep current numbers?
Portability depends on the carrier, the number type, and technical feasibility. OmniSmart checks these conditions before migration to organize the transition safely.
Does the system have IVR, queues, and call distribution?
Yes. The project can include IVR menus, schedules, holidays, queues, overflow, and distribution rules by team or extension.
Can calls be linked to the customer and the CRM?
Yes. Depending on the configured integration, the call can be associated with the contact, ticket, team, user, and opportunity, keeping the voice within the customer service and sales context.
Which telephony metrics are available?
Reports can include received, made, answered, abandoned, and tabulated calls, as well as wait, service, operation, and abandonment times. There are consolidated and analytical views, filters, export, and API depending on the contracted scope.
Is it possible to record calls?
Yes. Recording can be part of the configuration and must be used according to the purpose of the operation, the privacy policy, and the rules applicable to the business.
Does quality depend on the internet?
Yes. As with any IP telephony, the experience depends on connectivity, local network, equipment, and configuration. Therefore, the project must include testing, traffic prioritization, proper headsets, and contingency.
How is the cloud PBX implemented?
Implementation starts by mapping numbers, extensions, IVRs, queues, schedules, integrations, and connectivity. Then come configuration, testing, training, and phased go-live.
See the PBX designed for your operation.
Talk to a specialist to map numbers, extensions, queues, integrations, and metrics that make sense for your company.
check_circle Diagnosis of the current structurecheck_circle Preliminary design of the call flowcheck_circle Assessment of integrations and portability
Request a demo
Tell us the basics about your operation.