At ITBX, demos are managed as service experiences. We understand that implementing a professional and effective solution requires support to fully grasp the real needs and requirements of our clients.

For this reason, we offer a trial implementation where we set up user configurations for a specific period. This allows clients to conduct real tests of traffic, quality experience, and report measurement. 

For longer trial experiences, we invite you to activate a basic plan for 30 days, as our plans have no restrictive contracts or long-term commitments. 

This way, you can validate all handling processes, ease of use, and the stability of the solution. Most importantly, you receive continuous support from our experts.

In some countries, it is possible to port assigned numbers to another provider. However, specifically in Colombia, there is not 100% portability for trunks with virtual numbering. Therefore, it is currently not possible to migrate numbers assigned by ITBX to another provider.

This limitation is not exclusive to ITBX; it is a matter of current regulations in Colombia. It is possible that, in the near future, new standards and regulations will be established for all operators.

ITBX solutions are designed so that clients can customize their plans, paying only for what they need and for the necessary time.

In other words, you can activate your plan with a number and the required number of simultaneous incoming channels, starting with the actual number of channels you use. As incoming traffic increases, you can expand as needed.

You can then activate other numbers for countries where your market is growing. Likewise, minute bundles depend on usage, and there is no need to pay for a monthly recharge if you are not using it. You only recharge what you use at the best VoIP price per minute, with no expiration time (only expiration based on balance).

For these specific reasons, a consumption package is not offered, as each client has different operations and can save money by using the users, incoming channels, and minute bundles they need at any given time. This is what we call a tailored solution based on your needs.

All plans and solutions at ITBX are activated within 24 hours and can be fully used with a standard configuration or initial setup.

Additionally, the time required to customize the plan can take an additional 24 hours or as much time as the client needs to design their flow and service hours, corporate messages, users by department and area, among other key configurations.

Most importantly, from the moment your solution is activated, you receive unlimited support, guidance, and professional assistance to deliver the service experience your customers need.

Support is fully included and unlimited, provided through two types of processes: major alerts and minor alerts. Major alerts are supported 24/7, while minor alerts are handled during business hours from Monday to Friday, 8:00 a.m. to 5:00 p.m. (Colombian Time), via email, phone, and chat.

For more details, you can refer to our SLA published on our website.

It is possible to configure a user on multiple devices, such as a PC, smartphone, and/or IP phone, but only one can be active at a time.

For example, if the IP phone is active and the user is registered, the application on the PC and smartphone with the same user must be closed and inactive. If they are opened and used simultaneously, it will cause communication failures and potentially block the user due to conflicts with the same user or extension connection.

Our solutions are 100% cloud-based with a redundant infrastructure of a global standard. We have nodes in AWS, Google Cloud, and DigitalOcean, with a stability rate of 99.98% in accordance with international standards.

For PC, tablet, and smartphone, we primarily use ITBX-approved applications such as Linphone. With the purchase of a license, we also use Zoiper and Bria.

Additionally, we are in the process of implementing new versions of WebRTC applications for all compatible browsers. For hardphones, we have certified the main brands, such as Grandstream, Yealink, and Fanvil, among others.

Yes, it is very easy to set up call forwarding for each user from the web portal of your ITBX plan.

Yes, all reports can be exported within the required range in Excel, CSV, and PDF formats. Additionally, if you want to automate integration with external smart dashboard tools such as PowerBI, this can be done directly through the ITBX API.

All ITBX plans for telephony store recordings of the last 6 months of all types of phone traffic (incoming, outgoing, and internal). After 6 months, the storage begins to overwrite the oldest files.

These files can be accessed from any web report where you want to listen to the audio content. If a download is performed, it creates a copy of the original, as the file cannot be deleted except by ITBX infrastructure and with explicit authorization from the client's authorized personnel.

For special cases requiring retention of recording history beyond 6 months, storage can be extended up to 12 months with additional storage costs. In certain cases where additional redundancy or client-specific backups are required, automatic transfer to the client’s repositories, such as an AWS S3 storage server in the client's name, can be arranged.

Yes, all minute bundles allow for international call destinations, with special VoIP rates and specific pricing for each destination, ensuring premium route quality.

Discounts can be applied for high-volume monthly usage to specific destinations, such as with call center plans that generate higher traffic.

ITBX provides integration with all types of CRM and/or ERP systems through web functions established via our ITBX API. For leading CRM systems globally, such as HubSpot, Zoho, Salesforce, and others, we offer specific integrations from our call center plans. However, ITBX is not a CRM provider and does not offer plans that include a CRM.

ITBX provides both active and passive monitoring.

• Passive monitoring is available through all reports, where you can view call traceability and even listen to recordings of each interaction.
• Active monitoring allows a supervisor to listen to live calls in real-time using a code, and even communicate with the agent via whisper without the end client hearing the supervisor's support or guidance.

This tool is widely used to support and develop new sales teams or to maintain quality control in other operations.