An IP whitelist for a PBX feature in a CRM is a security mechanism that restricts communication between the PBX system and the CRM application to only those IP addresses that have been explicitly approved and configured in the whitelist.
When a PBX system attempts to communicate with the CRM, the CRM verifies the source IP address of the incoming request against the configured whitelist. If the IP address is included in the whitelist, the request is considered authorized and communication between the PBX and CRM is allowed. If the IP address is not listed, the request is rejected or blocked.
There are two ways to whitelist an IP address for a phone number:
Whitelist your current IP address while adding a phone number: When adding a phone number, select the “Whitelist my current IP address for this phone number” checkbox. This will automatically whitelist your current IP address, allowing you to initiate calls using the Browser WebPhone or VoIP SoftPhone.
Manually whitelist an IP address: Navigate to Setup > Whitelist IP, select the required phone number, and add the IP address manually.
Steps to whitelist IP address manually:
Sign in to AgentFront CRM.
From the top menu, choose PBX.
The PBX – Dashboard opens by default.
Select Setup > IP Whitelist from left side panel.
The PBX – IP Whitelist page will open and display all available Phone Number added under PBX > Phone List. This page will display the following fields:
Phone Number
Alias Name
Dialer Type
There is Manage button above the Action Column on the right side of the page.
Manage Phone Number:
Click Manage button to whitelist IP for the selected phone number.
The PBX – IP Whitelist page for the selected phone number will open. If any IP addresses have already been whitelisted for this phone number, they will be displayed on this page. This page will display the following fields:
IP Address
Description
Added Date
There is Back () button on the top of the right side of the page.
There are following fields available to add new IP:
IP Address (IPV4)
Description
After entering IP address and description there is Add Address button above the Action Column on the right side of the page.
Enter the details and click on Add Address button.
The IP address has been successfully whitelisted and is now displayed on this page. Users can now initiate calls using the Browser WebPhone or VoIP SoftPhone from this IP address.
There is only Delete () option available for the whitelisted IP under the Action column.
To delete the unwanted existing whitelisted IP from the available list, click on Delete () icon from the Action Column for the IP you want to delete.
It will ask for confirmation popup, click on Deleted button to delete the IP otherwise click on Close button.
After completing the setup of IP Whitelist click on Back () button to go back to IP Whitelist Page.
In a PBX integrated with CRM, a Time Group is a set of predefined working hours that tells the PBX when a particular call-handling rule should apply. A Time Group is a feature that controls when users can receive calls, preventing calls from being delivered during the specific days or time periods configured in the system. The schedule is defined by the user according to business requirements. A Time Group defines the days and time periods during which a business or department is considered to be open, closed, or operated under a specific schedule.
Below two concepts are used together here:
Standard Working Schedule
Defines the normal weekly working hours.
Customer calls → PBX checks Time Group → Business is open → Call is routed to the support queue → CRM displays customer information to the agent.
Special Hours/Holiday
Defines an exception where the business operates at different hours and defines exceptions to the normal schedule.
Customer calls → PBX checks Time Group → Business is closed → PBX plays an after-hours announcement → Call goes to voicemail or a queue.
So the logic can be represented as:
Standard Working Schedule → Check Special Holiday/Special Hours → Determine Final Schedule → Route the Call
Time Group Setup:
Sign in to AgentFront CRM.
From the top menu, choose PBX.
The PBX – Dashboard opens by default.
Select Setup > Time Groups from left side panel.
The PBX – Time Groups page will open and display a list of existing Time Groups. This page will display the following fields:
Time Group Name
Description
Created By
Created Date
There is an Add button above the Action Column on the right side of the page to add new Time Group.
There are options to Enable/Disable (/), Manage (), View (), Edit () and Delete () the existing Time Group under the Action column.
Add New Time Group:
Click on Add button to add new Time Group.
The new pop-up window will open with title Add Time Groups and display all the fields to add new Time Groups. To add new Time Groups, enter the following details:
Name: Enter the clear, descriptive name.
Description: Optional explanation of the Time Group’s description.
Once all the details have been filled in, Click Save button.
The Time Group is now listed. New Time Group will be Disabled () by default. Note: A Time Group will be enabled automatically once at least one configuration has been set up. Until a configuration is set up, the Time Group cannot be enabled.
Manage Time Groups:
Click Manage () icon in the Action column for the newly added Time Group to configure and manage its settings.
A new page will open, displaying the following two tabs:
Standard Working Hours (opens by default)
Special Hours/Holiday
Standard Working Hours (opens by default):
The Standard Working Hours tab is used to configure the organization’s regular business operating schedule. This schedule defines the normal days and hours during which the business is open and available to handle incoming calls.
In this tab, user can:
Configure the working days (for example, Monday through Friday).
Define one or more working time slots for each day (for example, 9:00 AM – 1:00 PM and 2:00 PM – 6:00 PM).
Set different working hours for different days of the week, if required.
Configure multiple time intervals in a single day to accommodate lunch breaks or split shifts.
When an incoming call is received during the configured standard working hours, the PBX processes the call according to the Business Hours call handling rules, such as routing the call to an IVR, ring group, queue, or extension.
This page displays all days of the week, with each day Disable () by default. Enable () the required days to configure the organization’s standard working hours.
There is Back button also on the top of the right side of the page.
Click the Disable () for the required day to enable it.
Once enabled, you can configure the working hours for that day. After clicking the Disable () button for the selected day(s), the corresponding day(s) will be enabled, and a time slot will be displayed, allowing you to configure the working hours.
Use the plus () icon to add and configure one or more working time slots for the selected day.
Select the required time slot(s) for the selected day(s) based on the working schedule.
Use the Cross () icon to remove any unwanted time slot(s) from the selected day(s).
Once the time slots are configured, click the Save button.
The configured time slots will be saved, and the PBX will operate according to the defined time slots.
Special Hours/Holiday:
The Special Hours/Holiday tab is used to configure exceptions to the regular working schedule. These exceptions temporarily override the standard working hours for specific dates or date ranges.
This tab is used to configure:
Public holidays
Company holidays
Festivals
Office closures
Maintenance periods
Training sessions
Half-day operations
Special business events
Any other temporary changes to the normal schedule
For each special schedule, user can:
Specify a single date or a range of dates.
Define custom operating hours for that date (for example, 10:00 AM – 2:00 PM).
Mark the entire day as a holiday if the business will remain closed.
Add multiple special schedules for different occasions throughout the year.
When a configured special date matches the current date, the PBX gives priority to the Special Hours/Holiday settings and ignores the standard working hours for that period. Incoming calls are then processed according to the configured Holiday or Special Hours call routing, such as playing a holiday greeting, directing callers to voicemail, or routing calls to an emergency or on-call extension.
This allows administrators to manage temporary schedule changes without modifying the organization’s regular working hours.
This page displays Back, Import Holidays and Add button and available list of special holiday list if available.
Click the Add button to create a Special Hours/Holiday timing setup. This configuration applies only to the selected date and is not recurring.
Clicking on Add button new page will open titled Add Special Hours/Holiday.
Fill the following details on this page:
Name: Enter the clear, descriptive name. This is what users can identify the purpose of Special Hour/Holiday.
Date: Choose the date for which you want to set a specific time.
Status: By default, this option is disabled. Click the Disable () icon to enable it and configure the timing. Once enabled, the time slots will also be enabled, allowing you to set the desired timing.
Use the plus () icon to add and configure one or more working time slots for the selected date.
Use the Cross () icon to remove any unwanted time slot(s) from the selected date.
Description: Optional explanation of the purpose of Special Holiday Setup.
Once all the details have been filled in and the selection is complete, click Save.
The special hours/holiday setup are now listed. There will be View (), Edit () and Delete () options available for listed all special hours/holiday setup. Users can view, edit, and delete existing special hour timing configurations as needed.
Click the Import Holiday List button to import and override multiple scheduled holiday configurations.
A new pop-up window will open with title Import Holidays and display all the fields and stages to Import the multiple holidays.
There will be 3 steps to Import Data:
Upload CSV,
Map Fields, and
Review & Import
Upload CSV:
Select the file containing the data of holidays setup you want to import into the application.
Select Delimiter option from the drop-down. (The selected file format must match the selected delimiter option.)
Click the Import button to proceed to the next step, Map Fields.
Map Fields:
On the same page next step is for Map Fields.
Selected file name and delimiter will be displayed on this page.
Needs to map the fields.
On the left side the system shows the header row from the uploaded CSV file.
The “Available Fields” section displays required fields from the application. Select the appropriate fields.
Map the appropriate fields for each field from the dropdown.
You can deselect unwanted fields by unchecking the checkbox before field name.
Once fields selection is done, click the Next button.
Review & Import
On the same page next step is for Review & Import the data.
Review page will display the counts of records with issues and without issues.
The system generates a CSV file link containing the records with issues.
Click “Click here” to download and review the file.
Even records can be imported which are shown without any issues.
Click on Import Data if you want to Import records which are shown without issues.
If you want to correct all the records and then import them together, check the records in the downloaded file, correct the information, and then re-import them. Note: System will check each field’s validation for all records and display issue message in Column A. Here, DOB is incorrect for record #3.
Once all records have been corrected, click Import Data.
The special holiday records will be imported and listed.
There are options to View (), Edit () and Delete () the record for the Special Hours/Holiday under the Action column. User can view, edit, or delete records for Special Hours/Holiday schedule.
To implement this Special Hours/Holiday schedule to standard working hours required to make it Enable ().
Click on Edit () icon to implement for required Special Hours schedule.
Clicking on edit will open new window and status of this Special Hours schedule will be disabled by default.
Click the Disable () button to Enable () the special hours entry.
Once enabled, the Enable Timing Slot option will become available.
Set the Opening Time and Closing Time for the special hours.
Once all required parameters have been configured, click Save.
Only the enabled special holiday entries will override the Standard Working Schedule for the specified dates.
Click on Back button to view the Time Group Setup.
View Time Groups:
Click View () icon from the Action Column for the Time Groups you want to view details of Time Groups.
A new pop-up window will open, displaying all the Time Groups details in view only mode.
Edit/Update Time Groups:
To update the existing Time Groups from the available list, Click on Edit () icon from Action Column for the Time Groups you want to edit/update.
Clicking Edit () icon will open the selected Time Group in edit mode with title Edit Time Groups. Update the required field and click Save.
Delete Time Group:
To delete the unwanted existing Time Group from the available list, click on Delete () icon from the Action Column for the Time Group you want to delete.
It will ask for confirmation popup, click on Deleted button to delete the Time Group otherwise click on Close button.
PBX – Voice Library is a collection of pre-recorded audio messages, and IVR messages used by a Private Branch Exchange (PBX). It helps businesses create professional messages and use them for future use.
Also, user can update, enable/disable, delete these voice libraries.
Voice Library Setup
Sign in to AgentFront CRM.
From the top menu, choose PBX.
The PBX – Dashboard opens by default.
In the left-side panel, select Voice Library.
The Voice Library page will open.
There will be following two tabs:
Voice Library
System/Default Messages
Voice Library
The Voice Library page opens with a list of existing Voice Libraries.
There is an Add button above the Action Column on the right panel to add new Voice Library.
There are options to Enable/Disable (/), View ( ), Edit () and Delete ( ) the existing Voice Library under the Action column.
Add New Voice Library:
Click on Add button to add new Voice Library.
The Add Voice Library window will open, allowing the user to enter the required details to create a new Voice Library.
Name: Enter the clear, descriptive name.
Description: Optional explanation of the Voice Library’s description.
Voice Library Type: Select the option- System Recording or Text To Speech.
Steps to add System Recording file:
While using the System Recording option, the user can select any previously recorded file.
Select the file and click on Save.
The Voice Library is now listed and ready to use and displayed with its Voice Library Type. New Voice Library will be enabled by default.
Steps to add Text To Speech file:
While using the Text-to-Speech option, the Add Recording button will be enabled.
After clicking the Add Recording button, a new window titled “Add Voice Library – Text-to-Speech” will open.
Enter the following required fields:
Text: Enter the message you would like to convert into speech. Ensure that the message is clear and descriptive.
Voice: Select the desired name from the drop-down list.
Click on Convert Text To Speech.
The message entered will be converted into speech using the person selected from the drop-down menu.
Once setup is completed for Text To Speech, click on OK button.
The recording file will be available on the Add Voice Library page.
Once all the details have been filled in and the selection is complete, click on Save button.
The Voice Libraries are now listed and ready to use and displayed with its Voice Library Type. New Voice Library will be enabled by default.
Enable/Disable Voice Library:
Click Enable ()icon from the Action Column for the Voice Library you want to Disable.
It will ask for confirmation popup, click on Disable () button as per the requirement otherwise click on Close button.
Click Disable () icon from the Action Column for the Voice Library you want to Enable.
It will ask for confirmation popup, click on Enable () button as per the requirement otherwise click on Close button.
View Voice Library:
Click View () icon from the Action Column for the Voice Library you want to view details of Voice Library, new page will open with all details of Voice Library.
A new pop-up window will open, displaying all the Voice Library details in view only mode.
Edit/Update Voice Library:
To update the existing Voice Library from the available list, Click on Edit () icon from Action Column for the Voice Library you want to edit/update.
Clicking Edit () icon will open the selected Voice Library in edit mode with title Edit Voice Library. Update the required field and click Save.
Delete Voice Library:
To delete the existing Voice Library from the available list, click on Delete() icon from the Action Column for the Voice Library you want to delete.
It will ask for confirmation popup, click on Deleted button to delete Voice Library otherwise click on Close button.
System/Default Messages
On the same page, a separate tab named “System/Default Messages” is available next to the “Voice Library” tab. Click on the “System/Default Messages” tab to proceed.
This tab will display the available System generated default messages list.
There is only Edit () option available for the existing System/Default Messages under the Action column.
To update the any existing System/Default Message from the available list, Click on Edit () icon from Action Column for the System/Default Messages you want to edit/update.
Clicking Edit () icon will open the selected Message in edit mode with title Edit System/Default Messages. It allows users to update the Voice Library Type only from System Recording to Text To Speech and Text to Speech to System Recording as required. For example, here we are updating Voice Library Type from “Text To Speech” to System Recording and click Save.
The updated Voice Library Type will be displayed in the listing.
Voice Mail is a feature in a Private Branch Exchange (PBX) telephone system that allows callers to leave recorded voice messages when the recipient is unavailable or does not answer. Voice Mail are stored in the system and can be accessed later by the user. Users can listen to, manage, or download these recordings for follow-up
Sign in to AgentFront CRM.
From the top menu, select PBX.
The PBX – Dashboard opens by default.
Select Voice Mail from left side panel.
The Voice Mail page will open.
This Voice Mail page will display all available Voice Mail logs by default.
There is also a filter option to search for specific Voice Mails.
Voice Mail List Details:
The Voice Mail page displays Voice Mail List in a structured list view
Each entry represents a Voice Mail List and includes:
From and To Phone number
Dialer Extension
Disposition
Duration
Recording Date
Recording with Play () and Download ()options:
The Play () icon is used to listen to recorded audio.
Download () icon is used to download and save the recorded audio file for future use.
Filter Voice Mail:
Users can search for specific Voice Mail data using the filter option.
Following fields are available to apply Filter:
Description
From Number
To Number
Call Type
Period
Select the required field(s) and click on Filter.
Based on the selected fields the Voice Mail results will be displayed.
The PBX Phone Number List feature provides a centralized view of all phone numbers configured in the system. It allows users to view, search, and manage numbers used for internal extensions, inbound routing, and outbound calling. The list view displays details such as assigned users, created by and status for each number. Depending on user permissions, numbers can also be edited or reassigned. In a PBX + CRM integration, an announcement refers to an automated audio message played to callers inside a phone system based on rules or data coming from the CRM.
Announcements Setup
Sign in to AgentFront CRM.
From the top menu, select PBX.
The PBX – Dashboard opens by default.
Select Announcements from left side panel.
The Announcements page will open and will display all available Announcements by default.
This page will display the following fields:
Announcements Name
Voice Library Name
Repeat
Created By
Create Date
There is Add button above the Action Column on the right side of the page.
There are options to Enable/Disable (/), View ( ), Edit () and Delete ( ) the existing Announcements under the Action column.
Action Column Functionalities:
Add Announcements:
Click Add button to add new Announcements.
A new pop-up window will open with tile Add Announcements and display all the fields to add new Announcements.
To add new Announcements, enter the following details:
Name: Enter the clear, descriptive name. This is what users can identify the purpose of Announcements.
Description: Optional explanation of the purpose of Announcements.
Voice Library: Choose option from the dropdown. This dropdown displays the list of voice libraries created under PBX > Voice Library.
Repeat: Choose option from the dropdown.
Once all the details have been filled in and the selection is complete, click Save.
The announcement is now listed and ready for use. New announcement will be enabled by default.
Enable/Disable Announcements:
Click Enable () icon from the Action Column for the Announcement you want to Disable.
It will ask for confirmation popup, click on Disable () button as per the requirement otherwise click on Close button.
Click Disable () icon from the Action Column for the Announcement you want to Enable.
It will ask for confirmation popup, click on Enable () button as per the requirement otherwise click on Close button.
View Announcements:
Click View () icon from the Action Column for the Announcement you want to view details of Announcements.
A new pop-up window will open, displaying all the Announcement details in view only mode.
Edit/Update Announcement:
To update the existing Announcement from the available list, Click on Edit () icon from Action Column for the Announcement you want to edit/update.
Clicking Edit () icon will open the selected Announcement in edit mode with title Edit Announcement. Update the required field and click Save.
Delete Announcement:
To delete the unwanted existing Announcement from the available list, click on Delete () icon from the Action Column for the Announcement you want to delete.
It will ask for confirmation popup, click on Deleted button to delete the Announcement otherwise click on Close button.
A PBX receives incoming calls, identifies the destination extension or department, and routes the call accordingly. It manages internal communication between users and connects outgoing calls to external phone networks while providing features like call transfer, voicemail, and call forwarding. In a CRM that includes PBX (phone system) integration, the Call History feature under the PBX tab is essentially a detailed log of all phone activity tied to contacts, leads, and accounts.
Sign in to AgentFront CRM.
From the top menu, select PBX.
The PBX – Dashboard opens by default.
Select Call History from left side panel.
The Call History page will open.
This Call History page will display all available call history logs by default.
There is also a filter option to search for specific history records.
History Details:
The Call History page displays call history records in a structured list view.
Each entry represents a call record and includes:
From and To Phone number.
Caller Extension.
Dialed Number
Answered Number
Disposition (Call status)
Dialed Type
Duration
Direction
Call Date and Time
Call Recorded Audio with Play ()/Download ( ) and No Play ( )/No Download ( ) options:
The Play ()and Download ( ) icons will be enabled only for records where communication was successfully executed.
There will be No Play () and No Download () icons for records where communication was not successfully executed.
Filter Call History:
Users can search for specific call history data using the filter option.
Following fields are available to apply Filter:
Call Direction
Disposition
From Number
To Number
Call Type
Period
Select the required field(s) and click on Filter.
Based on the selected fields the call history results will be displayed.
A PBX receives incoming calls, identifies the destination extension or department, and routes the call accordingly. It manages internal communication between users and connects outgoing calls to external phone networks while providing features like call transfer, voicemail, and call forwarding.
A PBX dashboard gives administrators a centralized place to configure and monitor the phone system.
Dashboard Setup
Sign in to AgentFront CRM.
From the top menu, select PBX.
The Dashboard opens by default.
There is Add New Phone button above the Action Column on the right side of the page.
There are sub-functionalities of PBX: Extension, Call Routing, IVR, Inbound Routes, Outbound Routes and Time Condition.
There are options to Enable/Disable (/), View ( ), Edit () and Delete ( ) the existing Phone Number under the Action column.
Action Column Functionalities:
Enable/Disable Phone Number:
Click Enable/Disable (/)icon from the Action Column for the Phone Number you want to Enable/Disable.
It will ask for confirmation popup, click on Enable/Disable (/) button as per the requirement otherwise click on Close button. If the status is Enable ( ), user can Disable the status and if the status is Disable ( ), user can enable the status.
View Phone Number:
Click View () icon from the Action Column for the Phone Number you want to view details of Phone Number.
A new pop-up window will open, displaying all the Phone Number details in view only mode.
Edit/Update Phone Number:
To update the existing Phone Number from the available list, Click on Edit () icon from Action Column for the Phone Number you want to edit/update.
Clicking Edit () icon will open the selected Phone Number in edit mode with title Edit Phone Number. Update the required field and click Save.
Delete Phone Number:
To delete the unwanted existing Phone Number from the available list, click on Delete () icon from the Action Column for the Phone Number you want to delete.
It will ask for confirmation popup, click on Deleted button to delete the Phone Number otherwise click on Close button.
On the same page there are following functionalities available:
Extension: A unique internal number assigned to a user or device within the PBX system for internal communication. (More Info… Click Here)
Call Routing: The process of directing incoming or outgoing calls to the appropriate extension, department, or destination. (More Info… Click Here)
IVR: An automated menu system that lets callers choose options using keypad inputs or voice commands. (More Info… Click Here)
Inbound Routes: Rules that determine how incoming calls are handled and where they are directed within the PBX.(More Info… Click Here)
Outbound Routes: Rules that define how outgoing calls are sent through available phone lines or service providers.(More Info… Click Here)
Time Condition: A feature that routes call differently based on predefined schedules, such as business hours, weekends, or holidays. (More Info… Click Here)
The PBX Phone Number List feature provides a centralized view of all phone numbers configured in the system. It allows users to view, search, and manage numbers used for internal extensions, inbound routing, and outbound calling. The list view displays details such as assigned users, created by and status for each number. Depending on user permissions, numbers can also be edited or reassigned.
Phone Number Setup
Sign in to AgentFront CRM.
From the top menu, select PBX.
The PBX – Dashboard opens by default.
Select Phone List from left side panel.
The Phone List page will open.
There is Add New Phone button above the Action Column on the right side of the page.
There are sub-functionalities of PBX: Extension, Call Routing, IVR, Inbound Routes, Outbound Routes and Time Condition.
There are options to Enable/Disable (/), View ( ), Edit () and Delete ( ) the existing Phone Number under the Action column.
Action Column Functionalities:
Add Phone Number:
Click Add button to add new Phone Number.
A new pop-up window will open with tile Add Phone and display all the fields to add new Phone Number.
To add new Phone Number, enter the following details:
Phone Number: Choose phone number from the drop-down. This is what users can use for dashboard setup.
Allias Name: Enter the clear, descriptive name. This is what users can identify the name of person related to Phone Number.
Description: Optional explanation of the phone number purpose.
Dialer Type: Choose option Browser WebPhone or VoIP SoftPhone.
Mark check box for Whitelist my current IP address for this phone number field.
Once all the details have been filled in and the selection is complete, click Save.
The phone number is now listed and ready for use.
Enable/Disable Phone Number:
Click Enable/Disable (/)icon from the Action Column for the Phone Number you want to Enable/Disable.
It will ask for confirmation popup, click on Enable/Disable (/) button as per the requirement otherwise click on Close button. If the status is Enable ( ), user can Disable the status and if the status is Disable ( ), user can enable the status.
View Phone Number:
Click View () icon from the Action Column for the Phone Number you want to view details of Phone Number.
A new pop-up window will open, displaying all the Phone Number details in view only mode.
Edit/Update Phone Number:
To update the existing Phone Number from the available list, Click on Edit () icon from Action Column for the Phone Number you want to edit/update.
Clicking Edit () icon will open the selected Phone Number in edit mode with title Edit Phone Number. Update the required field and click Save.
Delete Phone Number:
To delete the unwanted existing Phone Number from the available list, click on Delete () icon from the Action Column for the Phone Number you want to delete.
It will ask for confirmation popup, click on Deleted button to delete the Phone Number otherwise click on Close button.
On the same page there are following functionalities available:
Extension: A unique internal number assigned to a user or device within the PBX system for internal communication. (More Info… Click Here)
Call Routing: The process of directing incoming or outgoing calls to the appropriate extension, department, or destination. (More Info… Click Here)
IVR: An automated menu system that lets callers choose options using keypad inputs or voice commands. (More Info… Click Here0
Inbound Routes: Rules that determine how incoming calls are handled and where they are directed within the PBX.(More Info… Click Here)
Outbound Routes: Rules that define how outgoing calls are sent through available phone lines or service providers.(More Info… Click Here)
Time Condition: A feature that routes call differently based on predefined schedules, such as business hours, weekends, or holidays. (More Info… Click Here)
- Knowledge Base 
) button on the top of the right side of the page.
) option available for the whitelisted IP under the Action column.
0
0
/ 
), Manage (
), View (
), Edit (
) and Delete (
) icon to add and configure one or more working time slots for the selected day.
) icon to remove any unwanted time slot(s) from the selected day(s).
) and Download (
)options:
) icon from the Action Column for the Announcement you want to view details of Announcements.
)/No Download (
) options:
