Call routing streamlines communication across multiple locations
What is our primary use case?
Some of the use cases with FreePBX involve deployment scenarios where they had commercial telephony and IP telephony. We have used it for businesses, for office environments with phones, local phones on each desk, and smartphones connected to the system. We connect this with the PRI SIM and for the cell phone providers, and we can provide IP features to our customers.
The call routing features with FreePBX have enhanced our customer service. For instance, we have customers that have several sites all connected to a single deployment, a central deployment. We can have a PBX in Maracaibo, and we can have people with the call center working in Caracas. We can have people working there with the services from Maracaibo. That gives flexibility of work that does not compare with others.
What is most valuable?
In my opinion, some of the most valuable features with this product are that it is very extensible. You can configure a lot of it because it is open source, so you can work around the configurations you desire. It is a very flexible application, so you can personalize configuration for customers.
Another valuable aspect is the modules that you can add. Its modularity helps as you can purchase modules through the Sangoma portal. You can purchase modules for endpoint manager, call center, and call center queue wallboard. With this module, you can supervise and get analytics on all of your call center queues that you are running currently. It is a very extensible solution.
What needs improvement?
They are a very mature product with continuous evolution and improvement. They focus on continual development and improvement. Throughout these 15 years of experience, it has never let us down.
One area where they can continue to focus their improvements is support for third-party phones on the endpoint manager module. I think they need to include more brands and newer models on third-party brands. That is the one thing I would really ask them to improve.
For how long have I used the solution?
I still have experience with HPE, similar to the experience we had last year so far.
What do I think about the stability of the solution?
In terms of stability, FreePBX is rock solid. It is really stable. It has been our first recommendation. We have not had any trouble. Customers only call us to make changes to extension numbers and system upgrades.
What do I think about the scalability of the solution?
I would rate the scalability of FreePBX a ten. You can actually run it in a cluster environment.
How are customer service and support?
They have a support package you can buy by hours of support. If you run into anything that needs to be taken to their support specialist, you can open a ticket. You have a customer portal where you can open a ticket with the case. They will call you right away depending on the impact the issue has on the system.
I would score their support ten out of ten. They have the best support. If you buy an FXS gateway from Sangoma and you receive it with some issues, if you get a better rival or anything, you get immediately an RMA from them, and they will ship you a new one.
Which solution did I use previously and why did I switch?
With WatchGuard, we have had the same experience with Palo Alto and endpoint protection or EDR. That is basically what we have been doing, staying with our customers. We have a current project, but we have not started, and we are going to be doing something with Sangoma.
How was the initial setup?
The initial setup is really straightforward for us because we have many years of experience. If you were to configure that for the first time, it has a very friendly graphical user interface. You can have training on how to configure things.
For FreePBX, it takes us around a couple of weeks to deploy it. We do a lot of planning before, so we have everything planned on paper before we start configuring.
What about the implementation team?
In the deployment process for FreePBX, we usually have two to four people involved. We have one engineer configuring everything, then we can have two more technicians working locally. For instance, if you have analog extensions, you are going to need technicians to check, test those extensions and run the cabling. If these cables are already done on the premises and you need to run cables or wires, you need to have technicians. If you already have a network working and you are just going to have the PBX and the phones, it requires one engineer, one technician, and the cabling is already done.
What was our ROI?
With this type of solution, our target for ROI is at least on implementation costs. The hardware we provide connects to this system. Most of our customers use analog extensions. Once we provide our system with the FreePBX installation, we need to provide gateways, phones, and if they do not have cabling, we need to run cabling. For us, it is the implementation and the service. Since the system is very stable, our customers will not call us for issues or problems. They will call us to improve their solutions and ask what we can do next.
What's my experience with pricing, setup cost, and licensing?
The standard licensing fee for FreePBX is really good. Remember FreePBX can be downloaded for free. If you want to add special features, you buy the modules, and the module price points are excellent.
On the pricing scale, where ten is the highest price, I would rate them a four. They have very low prices compared to others.
Which other solutions did I evaluate?
We do not use HPE's Alletra Storage or GreenLake. Regarding HPE's SimpliVity, we have not had experience managing or configuring it yet. We are currently quoting something with SimpliVity and waiting for a customer to decide. If they decide, we will go on training and start getting experience configuring it.
What other advice do I have?
FreePBX supports AI initiatives through their module called Sangoma Scribe AI. It transcribes voicemails and call recordings with ASR, voice station, sentiment analysis, and multilingual support.
I would rate FreePBX ten out of ten. It is the most user-friendly, flexible and resilient system for voice-over IP we have installed so far.
it did not work for me
I have spent more than 14 hours setting up this Freepbx, it keeps crushing, not accessible either via GUI and SSH. i have Launched few ints ,all same results, i have used the server type they recommended , but still not luck ! whenever i entry setting, the same inst goes offline, I've been a user of Freepbx since 2016, I'm familiar with it .i don't see any where on AWS page for support!. I regret the time i wasted using this garbage , I thought it would be faster and simpler to launch freepbs on AWS , but i guess i was wrong! i'm going to back to other hosting Co
Système téléphonique complet
Qu'aimez-vous le plus à propos de the product?
FreePBX nous permet non seulement de prendre des appels lorsque nous ne sommes pas au bureau, mais il s'intègre également à notre logiciel CRM pour nous informer de l'identité de l'appelant. Nous n'avons plus besoin d'attendre les appels. Nous avons le système déployé dans le cloud, il n'est donc pas nécessaire de maintenir un système ou des serveurs en fonctionnement ni de gérer les autorisations du pare-feu pour le système. Tout ce dont nous avons besoin est d'avoir un téléphone VOIP disponible ou d'utiliser une application mobile VOIP pour accéder au système.
Que n’aimez-vous pas à propos de the product?
Bien que le système soit très puissant et riche en fonctionnalités, l'interface est un peu accablante. De plus, l'interface comparée à d'autres comme 3CX semble plus encombrée. Lors de la configuration, il a fallu un certain temps pour trouver les options et les menus que je cherchais dans le système.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
FreePBX nous permet de passer des appels en dehors du bureau en utilisant les lignes téléphoniques de notre bureau. Finis les temps où nous devions bloquer les numéros de téléphone sur nos téléphones portables pour éviter que les clients appellent nos mobiles au lieu de la ligne du bureau. De plus, nous pouvons accéder à notre messagerie vocale en dehors du bureau, ainsi que la faire transcrire et envoyer par e-mail.
Recommandations à d’autres personnes envisageant the product:
Si vous envisagez FreePBX, je vous recommanderais de trouver un fournisseur d'hébergement pour l'installer. Cela a résolu nos problèmes de pare-feu ainsi que la nécessité pour le serveur d'être situé en interne.
FreePBX avec VOIP.MS
Qu'aimez-vous le plus à propos de the product?
Peu coûteux par rapport à d'autres fournisseurs.
Que n’aimez-vous pas à propos de the product?
Récemment, ils ont subi une attaque DOS rendant le service inopérant. Heureusement, j'avais un fournisseur VOIP secondaire. Je suis sûr que VOIP.MS a beaucoup appris de cette attaque et est mieux renforcé. Avoir un fournisseur subir ce genre d'attaque malheureuse leur donne l'occasion de réévaluer leur sécurité. Je doute qu'ils se retrouvent à nouveau dans cette position. Tout le monde a un plan jusqu'à ce qu'ils reçoivent un coup de poing au visage. Je crois que VOIP.MS a un plan maintenant.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Coût réduit VOIP pour ma maison et mon bureau à domicile. Facilement intégré dans mon système d'automatisation domestique.
Puissant PBX open source basé sur Asterisk, doit considérer si SAAS est non-viable.
Qu'aimez-vous le plus à propos de the product?
FreePBX est l'un des PBX les plus simples à installer sur site. Vous devriez le considérer si les PBX SAAS ne sont pas envisageables. Règles de sécurité puissantes, paramètres complets, de nombreuses fonctionnalités que vous utiliserez, grande extensibilité.
Que n’aimez-vous pas à propos de the product?
Bien sûr, les PBX sur site ont certains inconvénients. La première chose à savoir est que votre connectivité doit être fiable, sinon votre communication ne sera pas très bonne. Ensuite, vous devriez envisager de mettre en place des sauvegardes appropriées. Enfin, certaines fonctionnalités des PBX SAAS comme la convergence fixe-mobile (FMC) ne seront pas disponibles pour vous (du moins pas aussi facilement que sur les PBX SAAS).
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Nous utilisons FreePBX comme notre PBX principal au bureau, et cela nous donne une capacité essentielle de ne pas dépendre d'un seul fournisseur, donc nous pouvons facilement passer de l'un à l'autre. De plus, en utilisant un peu de "magie VPN", nous pouvons communiquer entre nos bureaux gratuitement. Nous l'utilisons régulièrement pour des conférences (non seulement entre collègues mais aussi avec nos clients).
Recommandations à d’autres personnes envisageant the product:
Vous devez savoir que si vous allez installer FreePBX sur votre machine, elle doit avoir une alimentation stable et une connectivité réseau.
