Cloud PBX
A phone system your ops team can run itself.
IVR, queues, voicemail, and routing on a visual canvas — no PBX vendor tickets, no config files.
Visual call-flow builder
Drag nodes for IVR menus, queues, and voicemail. Connect them. Publish. Done.
Queues and agent groups
Skills-based routing, ring strategies, and overflow rules your team leads can adjust themselves.
Carrier-grade reliability
Built on redundant DACH interconnects with 99.99% platform availability.
Call flows
A call takes exactly the path you defined.
A call flow is a chain of nodes. Each node makes a decision or performs an action. You build the chain once, publish it, and change it when your organisation changes.
Schedule
Business hours, public holidays, and exceptions per site. Outside those hours a separate branch applies.
Announcement and IVR
Greeting, language selection, and keypad menu options. Each choice leads to its own branch.
Queue
Hold music, position announcements, maximum wait time, and overflow to another target.
Transfer
To an agent group, an extension, or an external number such as an on-call mobile.
Voicemail
Recording with email delivery. Messages are retrievable per mailbox or per team.
Publish
Changes are published as a version. The previous version stays live until you release the new one.
Queues
Distribution that matches the shift.
Queues decide who rings and when. Your team leads configure this themselves — no vendor appointment required.
Ring strategies
Round robin, ring all, longest idle, or a fixed order. Configurable per queue.
Skills-based routing
Agents carry skills such as language, product, or region. A call goes to the matching skill first.
Overflow and fallback
When wait time or queue length is exceeded, a fallback target applies instead of a busy tone.
Wrap-up time
After a call, a defined period is reserved for documentation before the next call is delivered.
Where it is used
Who actually operates the system.
A cloud phone system rarely fails on technology. It fails when nobody is clearly responsible for it. That is why the duties are separated.
Sales teams
Outbound campaigns on local numbers, callbacks into the same queue, reporting per campaign. The call flow is usually a schedule, a queue, and voicemail.
Customer service
Inbound calls with an IVR menu, skills-based routing, and wrap-up time. Service changes its own announcements and business hours.
Main line and reception
One main number with a hunt group, transfer to extensions, and a failover target outside business hours.
Multiple sites
Separate business hours, holidays, and geographic numbers per site. Queues can be staffed across sites.
Operations
Administration, permissions, and resilience.
Roles and permissions
Administration, team lead, and agent are separate roles. Who may publish a call flow is a permissions decision — not a question of who knows the right menu.
Browser softphone
Agents work in the browser with nothing to install. Anyone who prefers a desk phone or their own SIP client registers with the SIP credentials from the portal.
Resilience
The platform runs on redundant DACH interconnects at 99.99% availability. If one path fails, the second takes over without you intervening.
Failover target per number
Each number can carry a failover target that applies if your site connectivity drops — a mobile number or an external answering point, for example.
Recording and retention
Call recording can be enabled per queue. Announcement duties and retention periods follow your internal policy and applicable law.
Numbering plan
Extensions, hunt groups, and short codes are maintained centrally. New staff receive an extension when the user is created.
Rollout
From your existing system to the XETEL platform.
A phone system cannot sensibly be moved over a weekend. We work in stages so no number is unreachable on any given day.
Take stock
Which numbers exist, who is the subscriber of record, which extensions and hunt groups are in place, which announcements are in use. This audit sets the timetable.
Rebuild the call flows
Business hours, menus, queues, and fallbacks are configured on the platform and verified with test numbers before any live number is touched.
Outbound first
New geographic numbers go live for outbound campaigns while your existing system keeps the main line. You see results before porting anything.
Move the seats
Agents switch to the browser workspace team by team. Anyone keeping a desk phone is re-registered with the SIP credentials.
Port the existing numbers
Porting happens on the agreed date. The call flows are already in place and tested by then.
Decommission the old system
Only once every number is ported and the call flows are confirmed in live operation is the old system taken out of service.
Frequently asked questions
Do we need our own hardware?
No. The softphone runs in the browser. If you want to keep existing SIP desk phones, register them with the credentials from the portal.
Can we change call flows ourselves?
Yes. Call flows are edited and published in the portal. Changing business hours or queues does not require a ticket with us.
What happens if our internet connection fails?
The platform keeps running. Each number can carry a failover target — a mobile number, for instance — that applies as soon as your seats are no longer registered.
Are we allowed to record calls?
Technically yes, enabled per queue. Legally it depends on the purpose, on informing the parties, and on your internal policy. We provide the feature and the retention settings, not the legal assessment.
How many queues and extensions are included?
Queues, call flows, and extensions are not licensed separately. You pay the per-agent platform licence, the numbers, and the voice minutes.
Can we run XETEL alongside an existing phone system?
Yes. A common route is to run outbound campaigns on XETEL first and leave your existing system on the main line. Porting further numbers can follow later.