ICTPBX End-User Guide

End User

Role: End User | Access: your own extension, softphone, voicemail and fax

Introduction

The End User role in ICTPBX gives you your personal communication tools: your SIP extension, the built-in WebRTC softphone, personal call forwarding, fax send and receive, and your account settings. This guide covers everything available to you as an End User.

You do not have access to PBX administration. Contact your tenant administrator for changes to extensions, ring groups, queues, or DID routing.

1. Logging In

Open your browser and navigate to your ICTPBX portal URL (e.g. https://demo.ictpbx.com, or the portal address your provider gave you).

1. Enter your Email Address.
2. Enter your Password.
3. Optionally tick Remember me to stay signed in across sessions.
4. Click SIGN IN.

2. Dashboard

After login you land on the Dashboard showing your tenant’s current system statistics: active extensions, devices, queues, fax counts, and your remaining credit balance (if billing is enabled).

Your credit balance appears in the top-right header and updates every 10 seconds automatically.

3. My Extension

My Extension is your personal settings page. It shows your SIP credentials, and it’s where you set Do Not Disturb and call forwarding.

Go to PBX → My Extension in the left sidebar.

3.1 SIP Credentials

Your SIP credentials are shown in the Voice Extension card:

To set up a SIP app such as Zoiper or Linphone, use your extension as the Username and your SIP password as the Password. Enter the Domain shown here as the Domain or Realm, set the Server or Proxy to your portal hostname, and use port 5080 (UDP or TCP). The built-in softphone only needs your extension and password. For a desk phone, your administrator adds the phone under Devices and binds a Line to your extension.

3.2 Do Not Disturb (DND)

Scroll down to the Extension Settings card.

• Tick Reject Incoming Calls (DND) to reject all inbound calls to your extension. Callers will be sent to voicemail or hear a busy tone.
• Click Save Extension Settings to apply.

3.3 Fax Delivery Email

Your fax line’s delivery address is on Fax → My Fax Account.

Every fax that arrives on your fax line is emailed to that address as an attachment. To change it, edit Fax Delivery Email and click Save, or ask your administrator to change it on your fax extension.

4. WebRTC Softphone

The WebRTC softphone is built into the ICTPBX portal, so you don’t need a separate app or plugin. It uses your SIP extension credentials to connect to the PBX via a secure WebSocket.

Click the phone icon (☎) in the top-right header bar to open the softphone panel.

4.1 Connecting the Softphone

1. Enter your extension number (e.g. 1001).
2. Enter your SIP password. You’ll find it on PBX → My Extension.
3. Click Connect.

You don’t type a domain or server address. The softphone fills in your organisation’s SIP domain and the WebSocket address for you, and the Domain field can’t be edited.

The status indicator turns green when the softphone successfully registers.

4.2 Making a Call

1. Click the Dialer tab.
2. Type the destination extension or external phone number.
3. Click the green call button (▶).

The call connects through FreeSWITCH. For external calls dial the full number including country code (e.g. +12125550100).

4.3 Receiving a Call

When an inbound call arrives, the softphone panel displays the caller’s number with Answer and Reject buttons. Click Answer to accept the call.

4.4 In-Call Controls

4.5 Transferring a Call

1. While on an active call, click Transfer.
2. Enter the destination extension number.
3. Click Transfer to complete the blind transfer.

Your call ends immediately and the remote party rings the new destination.

5. Follow Me: Personal Call Forwarding

Follow Me lets you forward calls to your extension to one or more other numbers, such as your mobile or a colleague’s extension.

Navigate to PBX → Follow Me from the left sidebar.

5.1 Creating a Follow Me Rule

1. Click New.
2. Select your Extension from the dropdown.
3. Tick Enable Follow Me.
4. Click Add Destination to add a forwarding number.
5. Enter the destination number (e.g. +12125550100 for a mobile).
6. Set Delay: the seconds before this destination starts ringing (0 = ring immediately).
7. Set Timeout: the seconds to ring before moving to the next destination or voicemail.
8. Optionally add additional destinations for cascaded forwarding.
9. Click Save.

Example: Delay=0, Timeout=20 rings your mobile immediately. If unanswered after 20 seconds the call falls through to voicemail.

Cascaded example: First destination = your desk phone (Delay=0, Timeout=15). Second destination = your mobile (Delay=15, Timeout=20). Your desk phone rings first; if unanswered your mobile picks up 15 seconds later.

6. Sending a Fax

Go to Fax → Send Fax and click New Outbound Fax.

Steps:

1. Enter a Title so you can find the fax later.
2. Upload the Document (PDF, TIFF, a PNG or JPG image, or a Word file), or pick one you saved under Fax Documents.
3. Choose your fax number as the Caller ID.
4. Pick a Contact or type the recipient’s fax number. Include the country code for international numbers (e.g. +12125550199).
5. To add a cover page, tick Send Cover page and choose one with Select Cover Page.
6. Submit the form.

The fax is queued and sent in the background. The Send Fax list shows its status: Processing, Completed or Failed.

6A. Bulk Fax Campaigns

Bulk fax lets you send one document to a whole list of recipients in a single run. You pick a fax document, point it at a contact group, and the platform dials each number for you, retrying failures and tracking delivery as it goes.

Navigate to Fax › Bulk Fax.

The campaign list shows the Program Name, current Status, and live counters for Total, Done, Successful, and Failed recipients. The action buttons on each row let you view the detail report, pause, resume, or stop a running campaign.

6A.1 Creating a Campaign

1. Click Create Fax Campaign.

1. Click Submit. The campaign starts and its progress updates on the list.

6B. Fax Contacts, Groups & DNC

Contacts are the address book behind your faxes. Build groups of recipients, import them in bulk from a CSV, and keep a do-not-contact list so you never fax a number that has opted out.

6B.1 Contacts

Navigate to Fax › Contacts › Contacts.

The contact list shows every saved recipient with their name, phone, and email. Use Add Contact to create one, or the filter box to find an existing entry. Each row has edit and delete actions.

6B.2 Contact Groups

Navigate to Fax › Contacts › Contact Groups.

Groups bundle contacts together so a bulk fax can target them in one shot. The list shows each group name and its contact count. Click Add Group to create one. To load many recipients at once, download the Sample CSV file, fill it in, and import it.

6B.3 Contact DNC

Navigate to Fax › Contacts › Contact DNC.

The Do Not Contact list holds numbers that must be excluded from fax campaigns. Add entries with Add, use Import to upload a suppression list, and Export to download the current one. Numbers on this list are skipped when a campaign runs.

7. Viewing Received Faxes

Go to Fax → Receive Fax to see the faxes that arrived on your fax line.

Each entry shows:

• Date received
• Sender’s number
• Number it was sent to

Click the download icon to save a copy. If your fax line has a Fax Delivery Email, each fax is emailed to you as well (see Fax → My Fax Account).

8. Call Detail Records (CDR)

Go to Reports → CDR Reports to view a log of all calls associated with your account.

The CDR table shows:

Use the date filter at the top of the page to narrow results to a specific period.

9. My DIDs: Assigned Phone Numbers

Go to Fax → My DIDs to see the DID phone numbers assigned to your account.

This view shows each number, its current routing destination, and whether it is active.

10. My Quota and Usage

Go to Billing → My Quota to see this month’s usage against your package. Billing → My Usage has the detail.

Cards displayed include:

11. Checking Voicemail

To check your voicemail, dial *99 followed by your mailbox number from the softphone, a desk phone or a SIP app. For example, if your mailbox is 1001, dial *991001.

That’s the only star code you need. Do Not Disturb and call forwarding don’t have star codes; set them on PBX → My Extension.

12. Tips & Best Practices

Softphone audio quality

• Use a wired headset for best call quality. Bluetooth headsets can introduce audio latency.
• Close unused browser tabs to reduce CPU load during calls.
• If you experience one-way audio (you can hear the other party but they cannot hear you), check that your browser has microphone permission: click the lock icon in the browser address bar → Microphone → Allow.
• If the softphone shows as disconnected (red status), refresh the page and re-open the softphone panel.

Before you leave for the day

• Check that Do Not Disturb is disabled. If you leave DND on by mistake, you’ll miss every call to your extension.
• If you enabled Follow Me, confirm it is still pointing to the correct number.

Fax best practices

• Send faxes as PDF files where you can.
• Verify the recipient fax number before sending. International numbers must include the country code.
• If a fax status shows Failed, check the number, wait a few minutes, and retry.
• Check the Fax Delivery Email on Fax → My Fax Account so you receive inbound faxes even when you are not logged into the portal.

Security

• Never share your SIP password. It lets anyone to make calls charged to your account.
• Never share your portal password. It gives access to your call records, faxes, and settings.
• Log out of the portal when using a shared computer.
• Contact your administrator immediately if you suspect your credentials have been compromised.

ICTPBX Service Provider Edition: End User Guide Platform: demo.ictpbx.com