UCOM PBX is a cloud-based business phone system. It gives your business enterprise-grade call handling, including call routing, queuing, recording and CRM integration, without the cost and complexity of an on-premise system. Everything is managed in one place, so there's no PBX hardware to maintain in your office.

For accountants, lawyers, consultants, agencies and other service-based firms, the phone is often the first point of contact with a client. A PBX makes sure every call is greeted consistently, routed to the right person and handled promptly, which builds credibility and helps you keep clients for the long term.

Calls are handled with intelligent call routing, an Auto Attendant, IVR menu prompts and Call Queuing. Callers can choose the team or person they need, and Time of Day Routing sends calls to the right place during business hours, after hours and on public holidays.

Yes. Hunt Groups ring a group of staff so the call is picked up by whoever is available, Call Queuing holds callers until someone is free, and Missed Call Notifications and Voice2Email (voicemails delivered to your inbox) mean you never miss a call.

Yes. You can set up a Business Intro greeting and On-Hold Messaging, so every caller hears a professional, branded message that reflects your business, whether that's a welcome, office hours or information about your services.

Yes. With the UCOM Softphone and mobile app, staff can make and receive business calls from their desktop, laptop or mobile, whether they're in the office, working from home or on-site with a client. Callers see your business number, not a personal mobile. Hot desking is also supported for shared office spaces.

Yes. Multiple sites can be managed under one unified system, and Inter-Account Calling lets staff in different locations call each other directly and toll-free. Calls can be transferred between offices as if everyone were in the same building.

Yes. CRM integration is available so client interactions are linked to your existing records. Your team can see who's calling and deliver faster, more personalised service. To check if UCOM PBX integrates with your CRM, make an online enquiry or contact one of our Account Managers on 1800 008 266.

Yes. Call Recording is built into UCOM PBX, so you can record inbound and outbound calls for training, quality assurance, record-keeping and resolving disputes. Recordings are stored securely and can be accessed by authorised users when needed.

If you record calls, your business is responsible for making sure it does so lawfully. In Australia, the key things to know are:

• Tell callers they are being recorded. Recording laws differ between states and territories, and some (including NSW, WA, SA, Tasmania and the ACT) generally require the consent of everyone on the call. The simplest way to stay on the right side of every state's rules is to let callers know at the start of the call. With UCOM PBX, you can add a short notice to your Business Intro, for example: "Calls may be recorded for quality and training purposes." For outbound calls, staff should tell the other person before recording begins.
• Only use recordings for the purpose you stated. If you tell callers recordings are for quality and training, don't use them for unrelated purposes without consent.
• Keep recordings secure. Limit access to staff who genuinely need it and delete recordings once you no longer need them.

Please note that this information is general in nature. We recommend getting independent legal advice on your specific obligations.

Supervisors can use Listen In to monitor calls for coaching and Barge In to join a call when needed. Busy Lamp Fields show at a glance who is available, and Call Park, Call Transfer, Call Forwarding and Call Waiting help your team move calls around smoothly.

Yes. You can bring your existing business numbers across to UCOM PBX, including landline numbers, 1300 and 1800 numbers, and mobile numbers, so your clients can keep reaching you on the numbers they already know. Moving a number from one provider to another is called porting, and our team manages the process for you.

Very little. Because UCOM PBX is a cloud phone system, there's no PBX box to install or maintain in your office. All you need is:

• A reliable internet connection. Calls run over your internet, so a stable business-grade connection gives the best call quality. If you need one, UCOM also offers business nbn® plans.
• A device to make and receive calls. Your team can choose whatever suits the way they work:
• • The UCOM Softphone app on a desktop, laptop, iPhone or Android phone. Using a Softphone means that users can take calls straight away without any extra hardware. A headset is recommended for the best experience on a computer.
  • Desk phones for staff who prefer a traditional handset. You can buy IP phones through the UCOM Shop, and in many cases existing SIP-compatible IP phones can be reused.

Many firms use a mix: desk phones for reception and office-based staff, and the Softphone app for team members working from home or visiting clients.

Not sure what's right for your business? Book a demo or enquire online and we'll recommend a setup based on your team size and how they work.

Pricing depends on the size of your team and the features you need. You can see our current plans on the UCOM PBX page, or book a demo and we'll help you choose the right setup.

Book a demo or enquire online and one of our Account Managers will walk you through the system, discuss your requirements and tailor a solution to suit your business. You can also call us on 1800 008 266.