BRIGHTLINK PBXCLOUD FAQs

Common Questions about Our PBX Solution

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Cloud PBX Basics

What is a cloud-based phone system?

A cloud-phone system is a turnkey, easily scalable, enterprise-class phone system that companies of all sizes can use for their communication needs.  It is an internet-based VoIP solution that is hosted in the cloud where data is stored on a secure server and is a superior alternative to traditional landline-based PBX solutions that require costly on-premises infrastructure investments. Rather than maintaining your phone system software on a server in your office, it would be hosted in secure data center facilities which can be accessed over the internet from any location, eliminating the need for physical equipment on site.

What is Brightlink PBXCloud?

As the leading comprehensive phone system on the market, Brightlink PBXCloud (Private Branch Exchange) is a cloud-based software application that lets you easily deploy a business-class phone system without installation or maintenance.  It is hosted in Brighlink’s geo-redundant facilities so you have confidence in the highest levels of performance, reliability, and security.

What type/size of company can use Brightlink PBXCloud?

Whether you have a few employees or tens of thousands, organizations of all types and sizes can use Brightlink PBXCloud and it can easily scale. Communications and IT providers can also leverage Brightlink PBXCloud to deliver a custom-branded solution to customers.

If I use Brightlink PBXCloud, can I keep my current network services provider?

Yes, Brightlink PBXCloud can easily integrate with your current network services provider.  However, most customers prefer to purchase Brightlink PBXCloud as part of a complete solution that leverages Brightlink’s proven network services and global coverage.

Why Brightlink PBXCloud?

What are the benefits of Brightlink PBXCloud?

There are many benefits of the Brightlink PBXCloud, including:

  • Scalability – It scales with your organization as it grows
  • Rapid implementation
  • Easy-to-use web interface
  • No need for complex installation or maintenance
  • Low ownership costs
  • Compatibility with hardware from major phone providers (Cisco, Polycom, Yealink and more)
  • HD quality voice
  • Unlimited U.S. and Canada calling
  • U.S.-based support staff
  • Customizable branding

What are the advantages of Brightlink PBXCloud?

Brightlink PBXCloud offers several distinct capabilities:

  • Built for ease-of-use: Unlike most Cloud PBX solutions that are retrofitted to the cloud, Brightlink PBXCloud is a native cloud-application built from the ground up to be easy to use and deploy
  • One stop for all things voice: By purchasing Brightlink PBXCloud as a comprehensive voice communications solution, you can take full advantage of Brightlink’s proven network services and extensive global coverage with the highest levels of performance, reliability, scalability, and security
  • Greater value: Because Brightlink PBXCloud is integrated with its extensive network services and provides a turnkey solution with all-inclusive, simple pricing (with no hidden costs), you can experience seamless quality along with maximum value

Purchasing Your Phone System

How much does Brightlink PBXCloud cost?

Our Simple Pricing Model is offered at a fixed monthly rate per user and our volume pricing scales so that no negotiations are required.

What kind of commitment do I have to make?

There is a minimum one-year commitment.

Your Business Phone Numbers

Can I transfer my existing phone numbers to Brightlink?

Yes, Brightlink can port your existing numbers to Brightlink PBXCloud.

Do I “own” my number?

Yes, the number you receive upon sign-up is your own number. If you have paid for at least one month of service and your account is in good standing, you may keep your numbers.

Can I keep my toll-free or local number if I choose to cancel?

You may ask your new carrier to port your toll-free or local numbers to your new service. If you cancel and do not port your numbers, after 30 days the numbers will be returned to the general numbering pool and Brightlink cannot guarantee they will be reserved for you.

How do I select vanity numbers?

You can search for available vanity numbers in Brightlink’s numbering portal.

Can I purchase an international number?

Yes, Brightlink has numbers available in 70+ countries.

Setting Up Your Phone System

How long does Brightlink PBXCloud take to implement?

Implementation requires coordination between Brightlink and your IT team. Depending on your office environment, implementation typically takes between 1-4 weeks.

What’s involved in setting up my Cloud PBX system?

Setup is simple. Brightlink will coordinate with your IT team to provide network connectivity, determine the type of phones you would like to use, map the internal call routing, and set up each user’s account.

Do I need special equipment or a router to make this work?

Brightlink PBXCloud can be delivered with its full functionality over a high speed internet connection. No additional PBX equipment or analog phone lines are needed. You will need to be equipped with a router and a switch (in large deployments) to distribute your internet connection to all devices. A router with QoS (Quality of Service) capabilities is recommended for the best experience. We provide all the instructions for router settings when you sign up for a quick and simple implementation.  For a preview of recommended router settings, please email support@brightlink.com

Do I need to adjust my network router settings?

Yes, Brightlink’s implementation team will provide you with further details once you sign up for a quick and simple implementation. Please email support@brightlink.com for a preview of recommended settings.

What are the minimum system requirements?

An average call will utilize approximately 70 kbps. We recommend that you have a symmetrical 1mbps internet connection for every concurrent call you expect on your network at any given time.

What happens when I lose power or my internet connection?

The Brightlink PBXCloud has automatic offline call routing. When offline, each user’s calls will be forwarded to a predetermined number of their choice. You can also field inbound calls or make outbound calls utilizing the Brightlink PBX app.

Your Phone System Features

What features are included with Brightlink PBXCloud?

Brightlink PBXCloud is a comprehensive cloud-based phone system with turnkey features including: call recording, call management, advanced call routing & queuing, contact center solutions, conferencing, IVR, attendant console, voicemail-to-email, calling plans, call performance, mobile apps, dynamic work stations, business SMS, productivity, diagnostics, disaster recovery, API customization, and integration options.  Reference our data sheet or speak with your sales representative for a more extensive list of features.

I only want to use certain features. Can I purchase those separately?

Because we believe that our customers gain the most value by using as many of our features as possible, Brightlink PBXCloud is all-inclusive. You’ll have access to all of Brightlink’s world-class features, and can choose to use only specific ones.

Can Brightlink PBXCloud be used for contact centers?

Yes. We have a full suite of features designed especially for contact centers to streamline call processes, increase employee productivity, and improve engagement with your customers. Features include multiple queue options (round robin, ring all, linear hunt and more), call center reports and analytics, in-call training features (listen, whisper, barge), mobile app, paging support, CRM integration, instant messaging, call pickup, real time QoS, SLA and rule-based routing, and call recording.

How many minutes are included with my account?

Each user comes with 10,000 minutes.

Can I make international calls?

Yes. International rates may apply.

As an admin, can I configure multiple users’ settings at once?

Yes, as an administrative user, you can configure settings for any user on Brightlink PBXCloud and you can use Brightlink’s bulk edit, import, and export features.

Can I apply settings to a call queue group?

Yes, call queues allow you to choose wait times, call back options, agent assignments, agent time outs, recording options, and more.

Are there any mobile apps available?

Yes, the Brightlink PBX mobile app can be downloaded in the Apple Store and Google Play Store.

How does call recording work?

Brightlink enables “always-on” recording, allowing users to have all calls recorded as a default. This capability is typically an add-on service for which providers often charge $20 per user per month but is included with Brightlink PBXCloud. Calls can be recorded based on the Queue, User, or Device involved in the call. Call Recordings are then stored in the Call History and accessible to the User and account administrators.

What is Business SMS/MMS?

Business SMS/MMS is the ability to enable text messaging on business numbers. Brightlink allows the enablement of SMS (Short Message Service) and MMS (Multimedia Messaging Service) on business numbers.

Phones and Devices

Can I use my existing analog phones with Brightlink PBXCloud?

No.

Can I use my existing IP phones with Brightlink PBXCloud?

Yes, Brightlink Cloud PBX is compatible with nearly all SIP phones.

Can I use my fax machine with Brightlink PBXCloud?

Yes, it may require the installation of an Analog Telephone Adapter (ATA).

Does Brightlink support HD voice?

Yes.

Are my calls secure with Brightlink’s service?

Yes. Brightlink PBXCloud is encrypted with secure voice. Calls between endpoints on the Brightlink network (including desk phones, conference phones, Brightlink PBX mobile app, and desktop softphone) are secure to safeguard your day-to-day business communications.

Analytics and Reporting

What types of reports can I generate for my account?

Brightlink’s award winning analytics allow reporting on call volume, traffic trends, network quality, call history, call traces, queue statistics, agent work patterns, and more.  Speak with your sales representative for a more extensive list of reports.

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