Voice & Telephony Overview

Omnix features a full enterprise cloud telephony system. You can connect virtual phone numbers, route calls, and run outbound call campaigns.

Core Components

The voice infrastructure is organized around three concepts:

• Extensions: Unique internal numbers (e.g., 1004) assigned to agents. Extensions allow agents to register software or hardware SIP dialers.
• Call Queues: Groups of agents who receive incoming calls routed to a single number (e.g., Support queue).
• Interactive Voice Response (IVR): Automated greeting menus that route callers based on key presses.

Agent Softphone

Agents answer voice calls directly in their browser using the built-in softphone or via external SIP softphones using credentials generated in their user profiles.

Next Steps

• Managing Extensions — Provision user extensions.
• Setting Up Call Queues — Ring groups and agent routing.
• Building IVRs — Interactive call menus.