Support
Your Support Team by Your Side
Our team of experts dedicated to your company
Need Assistance?
The ITBX Support Center is the portal where you can report, inform, or track any support case or ticket request.
👉 To create your case, you can do so from our Portal: Create New Ticket
Our clients can also request support through the ITBX Support Center via the following channels:
- Email: soporte@itbx.co
- ITBX Landline:+57 601 3557622 (Press 1)
- ITBX Mobile:+57 350 318 99 22 (Press 1)
- ITBX WhatsApp: https://wa.me/5713557622
Support Hours for Any Incident – Colombia Time
- Monday to Friday (excluding holidays): 8:00 am to 5:00 pm
- Sábados 9:00 am a 12:00 pm
For any major alarm nour team of specialists is available 24/7 to assist you via email at soporte@itbx.co
Steps to Request Support
Please follow the steps below to receive the best solution as quickly as possible.
Identify the irregularity in your service.
Common issues include:
- Internet service availability
- User extension duplication
- Good condition of hardware equipment
Make sure that your company's IT team is aware of the same issue.
Send us an email:
- Sender: Corporate email or email associated with ITBX service
- Recipient: soporte@itbx.co
- Subject: Brief description of the issue
- Body: As detailed a description of the issue as possible
Remember our professional team is at your disposal.
Our team of certified professionals in IP unified communication platforms and solutions allows us to provide efficient support for your company's communication needs, including support, consulting, implementation, and development.
Frequently Asked Questions
DIDs or incoming numbers are typically configured with 2 simultaneous incoming channels. In some countries, a third incoming call will be on hold until one of the 2 assigned channels is freed; otherwise, it will sound busy. If you have higher call traffic, you can request additional channels.
At no point do the outgoing lines get occupied, as outgoing calls are handled independently. You can use the number of outgoing channels as extensions that your plan supports; incoming channels or DIDs are solely for incoming calls.
For ITBX, this anomaly is usually caused by limitations in bandwidth availability or the stability of the internet connection used, whether it is WiFi for your smartphone, tablet, PC, or wired network. ITBX communication is fully Voice over IP (VoIP) and requires stable transmission media from server to client to ensure quality.
It depends on the type of configuration. If the call is redirected to your mobile through the SIP client installed on your smartphone, it will use WiFi or data plan connectivity, which is entirely VoIP transmission, so it will not consume your plan. However, if the call is redirected to a mobile number, the route transferring it will use your minute allowance.