ICTPBX FAQ – Frequently Asked Questions

Short version: it’s a multi-tenant, white-label IP PBX platform built on ICTCore and FreeSWITCH. The practical upshot is that one server can host completely separate PBX environments for a whole roster of business customers at once. Each tenant gets their own extensions, call routing, fax, voicemail, and billing, and they manage all of it from a web portal without ever seeing another tenant’s setup.

Four of them, arranged in a hierarchy. A Super Admin runs the whole platform: tenants, billing, system settings, the lot. A Tenant Admin looks after just their own PBX, the extensions, routing, fax, and queues. Agents sit a level down and work calls, with access to their extension, CDR, fax, and softphone. And End Users get the essentials, SIP credentials, Do Not Disturb, Follow Me, and fax-to-email delivery. Each role only ever sees what it needs to.

Open your ICTPBX portal URL in any modern browser; Chrome, Firefox, and Edge all work fine. Type in your email and password and click SIGN IN. Forgot the password? The Forgot Password link sorts that out. One thing worth knowing up front: after several failed attempts in a row, the account locks itself for a bit as a security precaution, so slow down rather than keep guessing.

You don’t need a desk phone at all. ICTPBX ships with a WebRTC softphone, powered by JsSIP, right there in the sidebar under Softphone. Your SIP credentials load on their own, so you just open the dial pad, punch in a number or extension, and hit Call. It handles incoming calls too: expect a pop-up notification whenever a call lands while you’re logged in.

Creating an extension takes about a minute, and it’s a job for Tenant Admins or Super Admins. The page lives at PBX > Extensions; hit New, then fill in the extension number, a display name, and the user it belongs to. ICTPBX generates a SIP password for you automatically, but swap in your own if you’d rather. Once you save, that extension can register on any SIP desk phone or softphone with three things: your server address, the extension number, and the password.

A ring group is how you make several phones ring for one number. You’ll find it under PBX > Ring Groups. After you click New and name it, the decision that actually matters is the ring strategy, simultaneous lights up every member at once, round-robin rotates through them, and sequential tries them one by one. Drop in a timeout and your member extensions, save, and then send an inbound route or IVR digit its way.

The auto-attendant menu, the “press 1 for sales” bit, gets built under PBX > IVR Menus. Click New, name it, and upload a greeting in WAV or MP3. The heart of the whole thing is the digit map: 0 through 9 can each route to an extension, a ring group, a queue, a deeper IVR level, a voicemail box, or a time condition. Save, attach an inbound route, and callers will hear your greeting and key their way to the right team.

Sending is quick: go to Fax > Send Fax, upload a PDF, enter the destination number, add a cover page if you want one, and click Send. The delivery status updates live as it goes. Receiving by email is just as painless, head to Fax > Fax Settings and switch on Fax-to-Email. After that, any fax to your DID number simply lands in your inbox as a PDF attachment.

Go to PBX > Call Block and click New. Enter the exact caller ID you want gone, or a pattern, say a whole country-code prefix if one region is hammering you with junk calls. Then decide their fate: reject with a busy signal, drop the call silently, or shunt it to voicemail. ICTPBX checks your block list before it routes any inbound call, so nothing slips through first.

It’s your live window into every active call on the PBX, pulled straight from FreeSWITCH over ESL. For each channel you can see the caller ID, the destination, the codec, and how long it’s been running. And it isn’t read-only, a Tenant Admin can hang up, hold, or transfer any live call right from the monitor panel without ever touching a handset.

Super Admins build service packages that spell out the resource slots a tenant gets: how many extensions, devices, queues, conference rooms, and so on. Each tenant subscribes to a package, and the system enforces those limits at the API layer, so nobody quietly creeps past their quota. Super Admins can also log credit payments and pull up any tenant’s balance and full payment history whenever they need to.

Voicemail boxes live under PBX > Voicemail. Create one with New and link it to the extension, then give it a greeting file and a PIN. Switch on email delivery and every message also lands as an MP3 attachment at whatever address you pick. Prefer the old way of dialing in? The voicemail feature code still works from any registered extension on your system.

Follow Me chases you across numbers when your desk phone goes unanswered. You set it up at PBX > Follow Me: add a rule, then list your destination numbers in the order you want them tried, each with its own ring delay plus an overall timeout for the lot. Tie the rule to an extension in that extension’s settings. Miss the call there and the system works down your list before voicemail finally catches it.

Connecting to the outside world means adding a gateway, which you’ll do under PBX > Gateways. Click New and enter the name plus the SIP server, username, and password from your VoIP provider, then pick a registration type and codec preferences and save. Outbound traffic flows once you point call routes at the gateway. Inbound is a separate step: make an inbound route, enter your DID, and map it to an extension, ring group, queue, or IVR.

Don’t panic, lockouts are a security feature triggered by several failed logins in a row, and most of them clear on their own after a few minutes. Wait it out and try again. Still stuck? A Tenant Admin or Super Admin can unlock you from User Management. And if it keeps happening across the board, Super Admins can adjust the lockout threshold under Administration > Password Policy.