Old analogue PBX — no routing, IVR, call recording
We migrate to Asterisk/FreePBX/3CX with IVR, call groups, auto-attendant, full call recording.
IP telephony
IP telephony and virtual PBX
Asterisk, FreePBX, 3CX, Grandstream, Yealink, Fanvil. Multi-channel PBX, SIP trunks, call center, CRM and 1C integration, call recording.
When clients come to us
Three common scenarios and how we solve them.
Calls are lost: managers don't pick up, customers can't get through, no statistics
We set up call groups, call-back rules, dashboards for missed calls, CRM integration.
Incoming call — the manager doesn't know who's calling, opens the client card manually
PBX integration with CRM / 1C: pop-up client card on call, auto-save recording into the deal profile.
What is included
Clear boundaries: what is covered by the retainer and what is a separate project.
Included in the service
- Asterisk (FreePBX, IssabelPBX), 3CX, FreeSWITCH — deployment and support
- SIP-trunk onboarding (Moldtelecom, Orange, international)
- Call recording, reports, supervision and whisper mode
- IVR, queues, hunt groups, skill-based routing
- CRM integration with 1C, Bitrix24, amoCRM, HubSpot — pop-up customer cards
- Teams Phone System — IP telephony via Microsoft 365 with real numbers
- Turnkey call center: headsets, agent software, supervisor workstations
Not included / separate project
- Carrier communication services (SIP trunk, DIDs) — we hook up the carrier, contracting stays with you
- Voice bot development with speech analytics — a separate project with an ML partner
- Physical IP phone installation at workstations — as a project, not retainer
What is actually included in the contract
When we sign — both sides know exactly what you pay for and what you get. These are the four planes the SLA is built on.
Coverage hours
- Business hours: Mon–Fri 08:00–20:00, L1 with guaranteed response
- On-call evenings and weekends on request
- 24/7 for critical services: mail, 1C, UNA, POS, website, VPN
- Scheduled night windows for planned work without downtime
Contact channels
- Single ticket portal with history and SLA timers
- Hotline phone for P1 incidents
- Email and Telegram bot for routine tasks
- User chat with our on-duty engineer during business hours
Priorities and response
- P1 (critical, service is down): response in 15 minutes, 24/7
- P2 (severe impact): response within 1 hour in business hours
- P3 (single-user issue): response within 4 hours
- P4 (planned work, improvement): scheduled for the coming week
Contract scope of work
- Planned maintenance: updates, backups, monitoring, patch management
- Incident management: diagnostics, recovery, postmortems
- Small projects within the retainer: up to N hours per month
- Large projects (migrations, new equipment) — separately scoped
Technologies and tools
What we work with in this area.
Asterisk
FreePBX
3CX
FreeSWITCH
SIP
RTP
Teams Phone
Bitrix24
amoCRM
How we onboard a new client
1
Kickoff and brief
30–60 minutes online or in the office: we discuss the business, the key systems, and the incidents that hurt last year. We sign an NDA.
2
Technical audit and risk map
1–2 weeks. Equipment inventory, checks on servers, network, backups, security, 1C/UNA, licensing. The outcome is a report with a risk map and priorities.
3
Work plan and contract
We build the plan: what gets fixed right away (P1 risks), what in the first month, what in the first quarter. We lock the SLA, hours, channels, price. We sign the contract.
4
Onboarding and infrastructure handover
We take over the access via a secure password manager, deploy our monitoring, plug in the ticket system, train the employees. The previous admin (if any) hands off by the playbook.
5
Ongoing operations and reporting
Monthly report: incidents, planned work, new risks, recommendations. Quarterly review with the CEO/CFO: strategy, budgets, major changes.
Single PBX for 5 branches: from 100 missed calls a day to 5
Travel agency, Moldova
Задача
Each branch had its own mini-PBX. Customers couldn't get through, managers didn't see missed calls, no CRM integration.
Решение
Deployed FreePBX as the unified corporate PBX, hooked up SIP trunks from two carriers with failover, integrated with Bitrix24, configured call-tracking and dashboards.
- ~5 (was ~100)Missed calls per day
- +34%Inbound → deal conversion
- <12 seconds (SLA)Answer time
Frequently asked questions about this service
Do we keep existing numbers when switching?
Yes, in 95% of cases. Moldovan carriers support MNP (number porting) and SIP trunks. We plan ahead to avoid service interruption.
Does IP telephony work with bad internet?
We configure redundancy: SIP trunks from two carriers with failover, QoS on routers, loss-tolerant codecs (Opus, G.729). As a last resort — fallback to mobile.
We want call recording — is that legal?
Yes, with notification of both parties (voice greeting, consent). We help set it up technically and legally correctly, with a retention policy.
Integration with 1C and amoCRM / Bitrix24 — possible?
Yes, standard scenario. Asterisk/FreePBX/3CX have modules for most CRMs. For 1C — our own in-house connectors.
Let us talk about your IT
The first meeting — 30 minutes, free, no strings attached. We will tell you whether we are the right fit and what is worth doing first.