Virtual PBX
Manage extensions, call history, missed calls, blocked numbers, and PBX configuration — all in one screen.
Overview
Virtual PBX is the telephony management hub of TotalApp's Call Center module. It replaces a traditional physical PBX (Private Branch Exchange) box with a fully software-defined telephony system that can be configured, managed, and monitored entirely from within TotalApp.
From this single screen you can manage extensions, review the complete call history, handle missed call callbacks, start outbound calls, configure IVR menus and routing rules, block unwanted numbers, and view all registered SIP devices. The screen is organised into six purpose-built tabs so the right tool is always one click away.
Who Uses Virtual PBX
Admins spend most time in PBX Management configuring routing rules and IVR. Team Leads use Call History and Missed Calls to review agent activity and ensure callbacks are completed. Agents use Start Call for outbound dialling. IT staff manage Device List for SIP endpoint health monitoring.
Navigation Tabs
The Virtual PBX screen is divided into six tabs, each addressing a different aspect of telephony management. The active tab is underlined with the primary accent colour. Click any tab to switch — the content area updates immediately without a page reload.
Call History
Chronological log of all calls (inbound, outbound, missed, and internal). Filterable by type, date range, and extension. Each row shows a colour-coded type badge, caller ID, extension, duration, and timestamp. Export to CSV available.
Missed Calls
Dedicated view of all calls where no agent answered. Each row shows caller number, time, and a Callback action button. Filtering allows you to see missed calls within a specific date range or for a specific extension. Mark calls as "Callback Completed" to clear them from the active list.
Start Call
Outbound dialler interface. Enter a phone number and choose which extension to originate the call from, then click Start Call. The number is looked up against the unified contact directory in real time — a known contact's name and role (Lead / Customer) appear immediately below the button; an unrecognised number is automatically saved as a new Lead contact so it's never lost.
PBX Management
Full telephony configuration: IVR auto-attendant menus, call routing rules, voicemail settings per extension, hold music upload, and business hours schedule. Changes apply to all extensions and queues immediately on save.
Blocked Numbers
List of phone numbers blocked from reaching any extension. Add numbers manually or import from CSV. Each blocked entry shows the number, date added, reason note, and an Unblock button. Blocked callers hear a "number not in service" intercept message.
Device List
Inventory of all registered SIP devices — desk phones, software phones (softphones), and mobile SIP apps. Shows device name, extension, online/offline status, codec, and last seen timestamp. Click a device for full SIP registration details.
Call History Table
The Call History tab provides the most comprehensive call log in the system. Every call — regardless of type — is recorded here in reverse chronological order (newest first). The table is designed for fast scanning with colour-coded type badges that let you categorise calls visually without reading the text label.
| Column | Description | Notes |
|---|---|---|
| Type | Colour-coded badge: Inbound (sky), Outbound (violet), Missed (red), Internal (slate) | Click a badge to filter the table to that call type only |
| Caller ID | Phone number or contact name of the remote party | Click to copy number to clipboard or open in Start Call |
| Extension | Internal extension that handled or originated the call | Click to filter to that extension |
| Duration | Length of the connected call in MM:SS format | Missed calls show "—" |
| Date / Time | Local timestamp of when the call was answered (or attempted) | Displayed in user's locale format |
| Actions | Play recording (if available), Open in QA (links to Call Reports), Download recording | Recording availability depends on PBX recording settings |
Filtering Call History
Use the filter bar above the table to narrow the log:
- Call Type — filter to Inbound, Outbound, Missed, or Internal using the type pills
- Date Range — set start and end dates; defaults to today
- Extension — filter to calls handled by a specific extension
- Search — free-text search across Caller ID field
PBX Management
The PBX Management tab is where administrators configure the telephony behaviour of the entire call center. Changes made here affect how all inbound calls are handled, how voicemail works, when the call center is considered "open," and what callers hear when they call in.
IVR (Auto-Attendant)
The Interactive Voice Response system is the first thing callers hear when they call your number. Configure the IVR to greet callers and route them to the right team via keypress:
- Upload or record a greeting message (MP3 or WAV format)
- Map each key press (0–9, *, #) to an extension, queue, or action (e.g. voicemail, replay menu)
- Set a timeout action for callers who don't press any key within X seconds
- Example: Press 1 for Sales → Extension Group 100–109 | Press 2 for Support → Queue: Support | Press 0 for Receptionist → Extension 200
Call Routing
Define how inbound calls are distributed to agents:
- Ring All — all agents in the group ring simultaneously; first to answer gets the call
- Round Robin — calls rotate through agents in sequence for even distribution
- Least Busy — calls route to the agent with the fewest active calls / shortest cumulative talk time
- Skills-Based Routing — route calls based on agent skill tags (e.g. Spanish-speaking, Technical Tier 2)
- Separate routing rules can be defined for Business Hours vs. After Hours
Voicemail
Configure voicemail on a per-extension basis:
- Enable or disable voicemail per extension
- Set maximum message length (default: 3 minutes)
- Configure email delivery — transcribed voicemail text is sent to the agent's registered email address
- Greeting messages: default system greeting or custom recorded greeting per extension
Business Hours
Set the days and times your call center is open. Calls arriving outside business hours can be routed to:
- Voicemail (recommended for most setups)
- An overflow extension (e.g. an emergency on-call number)
- A custom after-hours IVR message
Save Before Navigating Away
PBX Management changes are not auto-saved. Always click Save Configuration before switching to another tab. Unsaved changes are lost when you navigate away from the PBX Management tab.
Blocked Numbers
The Blocked Numbers tab maintains a list of phone numbers that are denied access to all extensions in your PBX. Blocked callers hear a standard intercept message indicating the number is not in service — they receive no indication that they have been blocked.
Adding Blocked Numbers
- Manual entry — type the full phone number in international format (e.g. +14155552671) and add an optional reason note
- CSV import — upload a CSV with columns:
number,reason(reason is optional). Duplicate numbers are silently skipped. - From Call History — right-click any Caller ID in the Call History table and select Block this number to add it directly from the call log
| Column | Description |
|---|---|
| Number | Full phone number in international format |
| Reason | Optional free-text note (e.g. "Spam caller", "Customer complaint") |
| Date Added | Timestamp when the block was created |
| Added By | Name of the user who created the block |
| Actions | Unblock (removes the number from the list immediately) |
Wildcard Blocking
You can block an entire area code or prefix by using a wildcard. For example, blocking +1415555* will block all numbers starting with +1415555. Use wildcards cautiously — they may inadvertently block legitimate callers sharing a number prefix.
Device List
The Device List tab provides a real-time inventory of every SIP endpoint registered against your PBX. This includes physical desk phones, browser-based softphones, desktop softphone applications, and mobile SIP apps.
- Online (green dot) — device has an active SIP registration and is ready to make and receive calls
- Offline (red dot) — device's SIP registration has expired or the device is powered off / disconnected
Clicking any device row expands a detail panel showing:
- SIP Registration Details — User Agent, Contact URI, Registration expiry time
- Codec Support — audio codecs negotiated for this device (e.g. G.711, G.722, Opus)
- Last Call — timestamp and duration of the most recent call handled by this device
- Extension Assignment — which extension number is mapped to this device
Troubleshooting Offline Devices
If a device shows Offline unexpectedly, first check the physical connection (for desk phones) or the softphone application status. SIP registrations typically expire after 3600 seconds if the device doesn't re-register. If the device is online but still showing Offline in TotalApp, click the Refresh button to force a registration lookup.
Dual Visual Style
Virtual PBX fully supports the Workstation and Enterprise visual modes. The tab bar, tables, status badges, and form inputs all adapt to the selected style automatically.
In Workstation mode, call type badges use translucent coloured pill styles (sky, violet, red, slate) on dark glass surfaces. In Enterprise mode, badges become solid coloured chips on white card backgrounds, matching the look of traditional telecom management interfaces.
Switch style at any time: Settings → Appearance → Screen Style.
AI Assistant
Virtual PBX ships with a built-in AI Assistant. Click the vertical AI Assistant tab on the right edge of the screen (or the Sparkles toggle) to open a chat panel that reads the call history, missed calls, registered devices, and blocked numbers already shown on screen:
- Missed-call analysis — identifies patterns in missed calls, such as which queue or time of day is most affected.
- Device health — flags offline devices or extensions that may need attention.
- Blocklist review — summarizes why numbers were blocked and suggests cleanup.
- Recommendations — prioritizes follow-up actions based on the actual extensions, numbers, and figures shown.
Every reply can be saved with the Save as Report button, which stores it in My Reports under a title derived from your question and the current month/year. The panel respects the Writer Engine selected in Settings → Agentic (Local CLI, Hosted API, Local LLM, or Ollama) — Ollama and other local/in-browser engines run entirely on your own machine and never proxy through the server.
Frequently Asked Questions
+1415555*), or directly from a Call History row using "Block this number."