ICTPBX Tenant Admin Guide

Tenant Admin

Role: Tenant Administrator | Access Level: Level 2: Full Tenant Scope

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Introduction

The Tenant Administrator role in ICTPBX Service Provider Edition provides complete control over a single tenant organisation. As Tenant Admin you can create and manage users, configure all PBX features (extensions, devices, ring groups, queues, IVR menus, voicemail boxes, conference rooms, inbound routes, call flows, call blocking, follow-me rules, and music on hold), manage DID phone numbers, send and receive faxes, monitor active calls in real time, and review billing and call reports, all from one browser-based portal.

This guide covers every function available to your role.

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1. Logging In

Navigate to your ICTPBX portal URL (e.g. https://ictpbx.com).

1. Enter your Email Address.
2. Enter your Password.
3. Optionally tick Remember me.
4. Click SIGN IN.

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2. Dashboard

After login you land on the Tenant Dashboard showing live system statistics scoped to your organisation: active extensions, devices, queues, fax counts, and your credit balance.

Your credit balance is displayed in the top-right header and refreshes automatically every 10 seconds.

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3. User Management

Navigate to Administration → User Management from the left sidebar.

As Tenant Admin you see only the users that belong to your organisation. You cannot see or modify users in other tenants.

3.1 Creating a New User

1. Click Add User.
2. Fill in First Name, Last Name, Email, and Password.
3. There’s no role picker. Every user you create is an End User in your own organisation.
4. In the Fax Permissions card, tick what the user may do. Anything you don’t hold yourself is greyed out.
5. Set the user’s daily and monthly fax quota. You can’t go past what’s left in your organisation’s pool.
6. Click Submit.

3.2 Editing a User

Click Edit on a user’s row to update their details, fax permissions or fax quota. Permission changes show up the next time the user logs in. Click Save when done.

3.3 Deleting a User

Click the Delete icon on the user row. Confirm when prompted. Deleting a user doesn’t automatically remove their PBX extension or device. Remove those separately under PBX.

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4. Extensions

Navigate to PBX → Extensions from the sidebar.

Extensions are the SIP endpoints your users register against. Each extension has a number, a SIP password and, optionally, the user it belongs to. Extension numbers only need to be unique within your organisation, so another tenant can also have 1001.

4.1 Creating an Extension

1. Click Add Extension.
2. Enter the Extension Number (e.g. 1001).
3. Enter a Password for SIP registration.
4. On the Caller ID tab, set the caller ID name and number.
5. Choose the Extension Type: Voice or Fax. A Fax extension also needs a Fax Delivery Email.
6. Pick the owner in Assign to User if the extension belongs to someone.
7. Click Save.

4.2 Editing an Extension

Click an extension row to open the edit form. You can change the password, caller ID, Do Not Disturb (Call Handling tab) and call forwarding (Forwarding tab). Extensions don’t have voicemail fields. See section 9 for voicemail.

To register a phone or softphone app, use the extension number as the username and the SIP password as the password. Set the domain (realm) to your organisation’s SIP domain, which the user sees on PBX → My Extension. It may not match the portal address. The server is your portal hostname on port 5080, UDP or TCP.

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5. Devices

Navigate to PBX → Devices from the sidebar.

Devices are desk phones that auto-provision from ICTPBX. A device only works once it has a line bound to an extension.

5.1 Adding a Device

1. Click Add Device.
2. Enter the phone’s MAC Address. Any format works.
3. Pick the Vendor / Model. That fills in the provisioning template for you.
4. Click Save.
5. Open the device again, click Add Line and pick the extension. Without a line the phone gets a blank configuration and never registers.

Point the phone (or DHCP option 66) at https://<your-host>/provision/<mac>, with the MAC in lowercase and no separators. Lines use SIP port 5080. Provisioning sets the phone’s admin password, so don’t change it on the phone. It’ll be reverted.

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6. Ring Groups

Navigate to PBX → Ring Groups from the sidebar.

Ring Groups allow a single DID to simultaneously ring multiple extensions. Useful for hunt groups, support lines, and sales teams.

6.1 Creating a Ring Group

1. Click New.
2. Enter a Ring Group Name and Extension (the group’s internal number, e.g. 2000).
3. Pick the Strategy: simultaneous, sequence, random, rollover or enterprise.
4. Set the Call Timeout: how many seconds the group rings before giving up.
5. Click Add Destination to add extensions or external numbers.
6. Set the Timeout Destination: where unanswered calls go.
7. Click Save.

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7. Call Queues (ACD)

Navigate to PBX → Call Queues from the sidebar.

Call Queues provide advanced Automatic Call Distribution (ACD) with configurable strategies, hold music and agent management.

7.1 Creating a Queue

1. Click New.
2. Enter a Queue Name and Extension.
3. Set the Strategy: round-robin, longest-idle-agent, ring-all and so on.
4. Set Max Wait Time and Max No Answer.
5. Configure hold music and announcements.
6. Click Save.

7.2 Managing Queue Agents

Click the Agents tab inside the queue form.

• Click Add Agent and set Contact to the agent’s extension.
• Set the agent’s Call Timeout and Status.
• Click Save.

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8. IVR Menus (Auto-Attendant)

Navigate to PBX → IVR Menus from the sidebar.

IVR Menus present callers with a dial-by-digit menu: “Press 1 for Sales, Press 2 for Support…”

8.1 Creating an IVR Menu

1. Click New.
2. Enter the IVR Name and Extension.
3. Upload or select a Greeting audio file.
4. Set the Timeout (in milliseconds, so 10000 is 10 seconds) and Exit Action (what happens if the caller presses nothing).
5. Click Save.

8.2 Adding IVR Options

Click the Options tab inside the IVR form.

• Click Add Option.
• Set the Digit the caller presses (0–9, \*, #).
• Set the Action and Destination. A destination can be an extension, a ring group or another IVR menu. You’ll also find voicemail, check voicemail, hang up, playback and directory actions.
• Click Save.

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9. Voicemail

Navigate to PBX → Voicemail from the sidebar.

Voicemail boxes receive messages when an extension is unavailable. New messages can also be emailed to you.

9.1 Creating a Voicemail Box

1. Click New.
2. Enter the Box Number. For a user’s personal box, use their extension number.
3. Set the Password, a digits-only PIN for picking up messages.
4. Enter the Email address that should hear about new messages.
5. Click Save.

After saving, open the box again to upload greetings (WAV, MP3 or OGG). To send missed calls there, pick the box as the No Answer or Busy destination on the extension’s Forwarding tab. To check messages from a phone, dial *99 followed by the mailbox number, for example *991001.

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10. Conference Rooms

Navigate to PBX → Conferences from the sidebar.

Conference Rooms allow multiple internal and external participants to join an audio conference simultaneously.

10.1 Creating a Conference Room

1. Click New.
2. Enter the Conference Name and Extension (the number participants dial).
3. Set the PIN Length if you want an entry PIN.
4. Add a Greeting or Description if you like.
5. Click Save.

Participants dial the conference extension from their extension or from an IVR menu option.

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11. Inbound Routes

Navigate to PBX → Inbound Routes from the sidebar.

Inbound Routes define how incoming calls on each DID phone number are routed: to an extension, ring group, IVR menu or voicemail.

11.1 Creating an Inbound Route

1. Click New.
2. Enter the DID Number (phone number) to route.
3. Choose the Destination Type: Extension, Ring Group, IVR Menu or Voicemail.
4. Select the specific Destination.
5. Click Save.

Each DID gets one inbound route. If you add a second route for the same number, it’s rejected, so edit the existing one instead. Want a queue, conference, time condition or call flow? Point an IVR option or ring group at it. A DID carries voice or fax, not both. Don’t add an inbound route for a fax number, because the voice route wins and the fax never arrives.

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12. Call Flows and Time Conditions

Navigate to PBX → Call Flows from the sidebar.

A call flow is a manual day/night switch. Calls to its number go to the Open (Day) destination or the Closed (Night) destination, depending on its current status. If you want routing to change by the clock, use a time condition (12.2) instead.

12.1 Creating a Call Flow

1. Click New.
2. Enter a Name and the Extension callers reach.
3. On the Open (Day) tab, set the destination for open hours.
4. On the Closed (Night) tab, set the destination for when you’re closed.
5. Set the Current Status.
6. Click Save.

12.2 Time Conditions

Navigate to PBX → Time Conditions to define named time schedules.

A time condition routes calls by time of day and day of week, with no one flipping a switch. Set the hours, the days, an Open Destination and a Closed Destination. Holidays and date ranges aren’t supported. To put it to work, point an IVR option at the time condition’s extension.

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13. Follow Me (Call Forwarding)

Navigate to PBX → Follow Me from the sidebar.

Follow Me lets you configure cascaded call forwarding for any extension under your tenant. For example, you can ring a mobile after 15 seconds of no answer on the desk phone, for example.

13.1 Creating a Follow Me Rule

1. Click New.
2. Select the Extension to apply forwarding to.
3. Tick Enable Follow Me.
4. Click Add Destination and enter the forwarding number.
5. Set Delay (seconds before this leg starts ringing) and Timeout (seconds to ring before trying the next).
6. Click Save.

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14. Call Block

Navigate to PBX → Call Block from the sidebar.

Call Block stops calls from or to specific numbers or patterns.

1. Click New.
2. Enter a Name and the Number / Pattern. That’s either an exact number or a regular expression such as ^\+44.
3. Choose the Direction (Inbound, Outbound or Both) and the Action: Reject (busy), Hang Up or Hold.
4. Click Save.

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15. Music on Hold

Navigate to PBX → Music on Hold from the sidebar.

Music on hold plays to callers who are on hold or waiting in a queue. Default music is installed for you.

1. Click New.
2. Enter a Name for the MOH category.
3. Enter the Path of the server directory that holds the audio files (WAV or MP3). There’s no upload button, so ask your service provider to put the files on the server.
4. Click Save.

Assign the MOH category to your queues or extensions in their own forms.

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16. Trunks

Trunks are managed by your service provider. The Super Admin sets them up under Routing → Trunks, and tenant admins don’t configure them.

A trunk is the SIP connection to your carrier. It carries your external calls and faxes. If outbound calls or faxes fail, ask your service provider to check the trunk and its route.

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17. DID Numbers

Navigate to Fax → My DIDs or Routing → DID Numbers from the sidebar.

This view shows all phone numbers assigned to your organisation. For each number you can:

• View the current routing destination.
• Click Assign to assign the DID to a specific extension.
• Click Forward to send the number to fax. Choose Forward to Extension and pick a fax extension, or choose Fax to Email.
• For voice calls, create an inbound route for the number (section 11).

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18. Fax: Sending

Navigate to Fax → Send Fax from the sidebar.

1. Click New Outbound Fax and enter a Title.
2. Upload the Document (PDF, TIFF, PNG/JPG or Word), or pick one from Fax Documents.
3. Choose the Caller ID, then the Contact. You can pick a saved contact or type a number. Include the country code for international numbers, e.g. +12125550100.
4. Tick Send Cover page if you want one, and choose it with Select Cover Page.
5. Submit the form.

The Send Fax list shows each fax as Processing, Completed or Failed. Use the retry icon to resend one that failed.

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18A. 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.

18A.1 Creating a Campaign

1. Click Create Fax Campaign.

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

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18B. 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.

18B.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.

18B.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.

18B.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.

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19. Fax: Received Faxes

Navigate to Fax → Receive Fax to see all faxes received on your organisation’s fax extensions.

The admin view shows all received faxes across all fax extensions in your tenant. Click a fax to view it, or use the download icon to save it.

19.1 Setting up a fax line

1. Go to PBX → Extensions and click Add Extension.
2. Set Extension Type to Fax and enter a Fax Delivery Email.
3. Go to Fax → My DIDs (or Routing → DID Numbers) and click Forward on the number.
4. Choose Forward to Extension and pick the fax extension. You can also choose Fax to Email.

Don’t add a voice inbound route for that DID as well. A number carries voice or fax, and the voice route wins.

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20. Fax Settings & Cover Pages

Navigate to Fax → Fax Settings to choose whether outgoing faxes get your default cover page, whether an emailed fax sends the email text as a page, and how long to wait between retries.

Navigate to Fax → Cover Page to manage cover pages. Click Add CoverPage, enter a title and the page body, and use Set Default Cover Page to pick the default.

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21. Realtime Monitor

Navigate to PBX → Realtime from the sidebar.

The Realtime Monitor shows all currently active calls across your tenant’s extensions. Each active channel shows:

• Direction, Caller ID and Destination.
• State and Call State.
• Codec and IP.

Available actions on each channel:

The page refreshes every 5 seconds.

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22. Feature Codes

Navigate to PBX → Feature Codes for a read-only list of dial codes. Being on that list doesn’t mean a code is active.

These are the codes that work:

No other star codes are active. Your users set Do Not Disturb and call forwarding on PBX → My Extension.

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23. Billing Quota

Navigate to Billing → Quota to see your organisation’s slot limits and monthly allowances.

The quota page shows:

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24. Billing Usage

Navigate to Billing → Usage for an itemised breakdown of minutes and fax pages consumed.

The usage page itemises call durations and fax page counts aggregated by day, allowing you to identify peak usage periods and see what you were charged beyond your free allowances.

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25. Reports: CDR

Navigate to Reports → CDR Reports to view a complete log of all calls made and received across your tenant.

Each CDR row shows caller, destination, date/time, duration, direction, and status. Use the date filter to narrow results to a specific period.

25.1 System Activities

Navigate to Reports → System Activities to see a log of what users in your organisation have been doing.

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26. My Extension

Navigate to PBX → My Extension from the sidebar to manage your own extension.

26.1 SIP Credentials

Your SIP credentials are displayed in the Voice Extension card:

26.2 Do Not Disturb (DND)

Scroll to Extension Settings. Tick Reject Incoming Calls (DND) to reject all inbound calls to your extension temporarily. Click Save Extension Settings to apply.

26.3 Fax Delivery Email

The fax delivery email lives on the fax extension itself (PBX → Extensions, Extension Type = Fax). Received faxes are emailed there as attachments. You’ll also see the address and your DID under Fax → My Fax Account.

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27. WebRTC Softphone

The built-in softphone is available from any page. Click the phone icon (☎) in the top-right header.

First-time setup

1. Enter your extension and SIP password.
2. Click Connect. The domain and WebSocket address fill in automatically, and you can’t edit the domain.

The status indicator turns green when you’re registered. The softphone needs the portal on HTTPS, since it connects over wss://<your-host>/ws/ on port 443.

Making a call

1. Click the Dialer tab.
2. Type the destination.
3. Click the green call button.

In-call controls

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28. Announcements

Navigate to Administration → Announcement from the sidebar (if enabled by your service provider) to post broadcast messages visible to all users in your tenant portal.

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Tips & Best Practices

Extensions and devices:

• Assign one device per extension for best call quality. Multiple devices sharing one extension is supported but can cause ring-all behaviour.
• Set strong SIP passwords. Weak passwords expose your tenant to toll fraud.

Queues and ring groups:

• Use Ring Groups for small teams where all members should ring simultaneously.
• Use Call Queues for larger support teams where you need call prioritisation and wait announcements.

Call flows:

• Use a time condition for business hours that should switch on their own. A call flow only changes when someone flips it in the portal.

Fax:

• Give each fax extension its own DID and forward it under Fax → My DIDs. Don’t add a voice inbound route for that number.
• PDF works best. TIFF, images and Word files are accepted too.

Realtime:

• Use the Realtime Monitor during peak hours to spot abandoned calls in queues early.

Security:

• Check Reports → System Activities regularly for anything unexpected.
• Disable or delete unused extensions to reduce the attack surface.
• Enforce strong passwords for all user accounts.

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ICTPBX Service Provider Edition: Tenant Administrator Guide Platform: demo.ictpbx.com