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A PBX (private branch exchange) is the system that manages your business phone calls — routing inbound calls to the right extension or department, handling your IVR menus, managing call queues, and so on.

A hosted PBX means the PBX hardware and software runs on cloud infrastructure rather than physical hardware at your office. Your phones and softphones connect to it over the internet.

With CallPath, it's also a managed hosted PBX — meaning we're responsible for the entire system, not just hosting it. We design, configure, monitor and maintain it for you.

CallPath suits businesses of almost any size — from a small professional services business with 4 staff to a multi-site operation with 100+. Common scenarios include:

— Replacing ageing on-premise PBX hardware that's end-of-life or difficult to maintain
— Businesses that have outgrown basic phone lines and need a proper call management system
— Remote or multi-site teams that need everyone on one phone system
— New businesses that want a professional setup from the start

If you're unsure, submit a quote request or call us on 1800 888 365 — we're happy to discuss your situation before you commit to anything.

Fully managed (CallPath Managed): Our team handles everything — initial design and setup, all ongoing changes (adding extensions, updating IVR menus, changing routing rules), 24/7 monitoring and support. You contact us when you need something changed; we handle it, usually the same day for routine requests.

Partially managed (CallPath Essentials): We host, monitor and initially configure your system. Your team has admin portal access to make day-to-day changes yourselves. We're available for technical issues and significant configuration work.

Most customers choose the fully managed tier — it removes the need for any technical knowledge in-house.

No. CallPath works without any new hardware.

Your team can use softphones — apps on a computer, tablet or smartphone — to make and receive calls. Calls can also be diverted to existing mobile or landline numbers.

If you have existing SIP-compatible handsets on your network, we can assess whether they're compatible during the discovery phase. If they are, you may be able to keep them.

We do not sell handsets as part of this service.

The simplest way is to submit a quote request — it takes about 2 minutes and gives us enough information to put together a fixed-price proposal.

Alternatively, call us on 1800 888 365 (Monday–Friday, 8:30am–5:30pm AEST) and we can discuss your requirements directly.

There's no obligation involved in getting a quote. We'll respond within one business day.

A straightforward system for a small team — 5–15 staff, single office, standard call flows — can typically be designed, configured and live within 2–3 weeks.

Larger or more complex systems (multiple sites, many extensions, complex IVR flows, number porting from multiple carriers) take longer. We'll give you a realistic timeline during the discovery phase so there are no surprises.

If you have a hard deadline (e.g. an office move or a hardware failure situation), let us know upfront — we'll tell you honestly whether it's achievable.

Yes, in most cases. Existing Australian business numbers (03, 02, 07, 08, 1800, 1300) can be ported to CallPath.

We manage the porting process — you don't need to deal with your current carrier directly. Number porting from Australian carriers typically takes 5–10 business days once submitted.

We plan the cutover so that your numbers are active on CallPath before any disruption occurs to your existing service.

We plan cutovers specifically to minimise disruption — typically scheduling them outside business hours (evenings or weekends).

For number porting, we coordinate the timing carefully so your existing numbers are live on CallPath before any disruption to the current service. Your customers dial the same numbers as always.

We always have a rollback plan in place. In the unlikely event something doesn't work as expected during cutover, we can revert quickly.

This is our most common setup scenario. The process is:

1. Discovery — we document your current system (extensions, call flows, numbers), identify what to replicate and what to improve.
2. Build — we configure your new CallPath system in parallel with your existing one.
3. Test — you test the new system against your requirements before anything goes live.
4. Cutover — we switch over at a planned time, porting your numbers across.
5. Decommission — once you're live and happy, the old hardware can be retired.

Your team stays on the phones throughout. The transition is designed to be invisible to your customers.

Yes. Because CallPath is fully hosted in the cloud, it works from anywhere with an internet connection.

Remote staff use a softphone app on their computer or smartphone. They appear on the same extension plan as office-based staff, can transfer calls between each other, and their outbound calls show the business number — not their personal mobile.

This is one of the most common reasons businesses move to hosted PBX.

Yes. CallPath runs in the cloud — there's no PBX hardware at any site. All locations are on the same phone system, regardless of how many offices you have or where they are in Australia.

Each site can have its own local DID numbers, its own routing rules, and its own queues — all managed centrally by our team.

Call recording is included in CallPath and recordings are stored on our Australian cloud infrastructure.

Australian law generally requires that at least one party to the call is aware it is being recorded. For businesses recording calls for compliance, training or dispute resolution, we recommend ensuring your IVR includes a disclosure message (e.g. "calls may be recorded for quality purposes"). We can include this in your IVR configuration.

For legal advice specific to your industry or situation, we recommend consulting your legal adviser — we're not lawyers and can't provide legal advice.

Your CallPath system continues operating on our infrastructure — the PBX itself doesn't go down if your office internet fails.

If your office loses internet, staff at that location won't be reachable on their softphones or SIP handsets. However, we can configure a failover divert so inbound calls automatically route to mobile numbers or another site in this situation. We recommend setting this up during the initial configuration.

Remote staff on different internet connections are unaffected by your office internet going down.

On the Managed tier, the following are included at no extra charge:

— Adding or removing extensions
— Updating IVR greetings or menu options
— Changing call routing rules (e.g. updating after-hours routing, adjusting hunt group members)
— Updating time-of-day schedules (e.g. new holiday hours)
— Assigning or reassigning DID numbers
— Resetting voicemail PINs

Significant structural changes — e.g. redesigning your entire IVR from scratch, migrating to a completely new call flow — may involve a separate project fee. We'll tell you upfront if a request falls outside routine changes.

Your CallPath system is monitored 24/7/365. In many cases, we'll be aware of and acting on an issue before you've noticed it.

For urgent issues, existing Managed tier customers can reach our support team 24/7 via the Customer Support Portal or by calling 1800 888 365.

You're dealing with the Australian team that manages your system — not an offshore helpdesk or a generic support queue.

Yes. Your CallPath configuration is backed up as part of the managed service and replicated across our Sydney and Melbourne cloud infrastructure.

In the event of a failure, failover is handled automatically — you don't need to do anything. Your calls keep flowing.

No. CallPath is a month-to-month service. There are no minimum contract terms and no early exit penalties.

If you choose to move on, we'll help you transition your numbers and configuration appropriately.

Your monthly price covers: platform/management fees, per-extension fees, SIP trunk costs, and DID number fees. All of these are quoted upfront as a fixed monthly total — no variable billing surprises.

Call charges (per-minute costs for outbound calls) depend on your SIP trunk arrangement. We'll outline these clearly in your quote.

Yes — there is a one-time setup fee that covers the initial discovery, system design, full PBX configuration, testing and cutover coordination. The setup fee is included in your quote and varies based on complexity.

There is no recurring fee for the setup work — once you're live, your fixed monthly cost covers ongoing management, monitoring and routine changes.

CallPath runs on Cloud365's Australian cloud infrastructure — data centres in Sydney and Melbourne. Your data, recordings and configuration never leave Australia.

The dual-datacenter setup provides redundancy: if one site experiences an issue, failover to the other is automatic.

VoIP calls typically use between 80–100 kbps per concurrent call (using the G.711 codec). A business with 5 concurrent calls needs approximately 500 kbps dedicated to voice — well within the capacity of a standard NBN business connection.

We recommend that your internet connection has Quality of Service (QoS) configured to prioritise voice traffic. We can advise on this during the setup phase.

If you have concerns about your internet connection's suitability, raise this during the discovery phase and we'll assess it with you.

Yes. CallPath is flexible in how it connects to the PSTN. You can bring your own SIP trunk provider (e.g. Vonex, Symbio, MyNetFone) and we'll configure CallPath to connect to it.

Alternatively, Cloud365 can provide and manage SIP trunks on your behalf — the cost of which is included in your quote if you choose that option.