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Why 3CX?
Lower bills, flexible working, better customer experience. Integrates with Microsoft 365 and CRMs, with apps for mobile/desktop, and simple web admin. Point readers to your VOIP page for trust signals and conversions. Tropix Technology Solutions
What you’ll budget for
- 3CX licensing (annual, user/channel based)
- SIP trunk (per channel), DIDs, 1300/1800 if needed
- Handsets/headsets (optional; softphones work well)
- One-off setup & porting (design, testing, training)
- Ongoing support (monitoring, updates, MACs)
Internet readiness
- Stable link with low jitter; prioritise voice using QoS and a voice VLAN.
- If you’re remote, Starlink can work well; pair with 4G/5G failover for 000 resilience. See our internet guide above.
Migration roadmap (no downtime drama)
- Discovery – list numbers, lines, call flows, ring groups, queues, voicemail boxes.
- Design – draft your IVR, hours, holidays, escalation paths; map extensions.
- Build – configure 3CX, SIP trunk, caller ID, queues, digital receptionist, voicemail-to-email.
- Test – inbound/outbound, transfer, voicemail, call recording, mobiles, presence.
- Port – schedule porting window outside peak hours; forward calls during cutover.
- Train – 20-minute team sessions + a one-pager “How to answer/transfer/park”.
- Go-live – monitor closely in week one; tweak queues and greetings.
Sample IVR script (use & tweak)
“Thanks for calling [Your Business].
Press 1 for Sales, 2 for Support, 3 for Accounts.
Our hours are Mon–Fri 8:30am–5:00pm AEST. For emergencies, press 9.”
Smart call flows for small teams
- Business hours → Queue (max 90s) → Voicemail-to-email with transcript
- After-hours → On-call ring group → Failover to mobile if unanswered
- VIP clients → Priority queue with whisper tone
- Campaigns → Temporary DIDs and tags for reporting
Compliance & good habits
- Keep 000 location info current for multi-site teams.
- Publish a short call-recording notice if you record calls.
- Store call recordings with the rest of your Microsoft 365 data and retention rules.
Post-go-live optimisation
- Review weekly: abandoned calls, longest wait, agent utilisation
- Add wallboard or Teams presence integration if you’re busy
- Refresh greetings seasonally; set holiday rules now
FAQs
How long does porting take? Simple ports can be quick; complex services take longer—plan for a safe window.
Do we need desk phones? Not necessarily. Many teams go 100% softphone with quality headsets.
What if the internet drops? Use mobile apps, dual-WAN and call-forward failover.
