Call routing streamlines communication across multiple locations
What is our primary use case?
Some of the use cases with FreePBX involve deployment scenarios where they had commercial telephony and IP telephony. We have used it for businesses, for office environments with phones, local phones on each desk, and smartphones connected to the system. We connect this with the PRI SIM and for the cell phone providers, and we can provide IP features to our customers.
The call routing features with FreePBX have enhanced our customer service. For instance, we have customers that have several sites all connected to a single deployment, a central deployment. We can have a PBX in Maracaibo, and we can have people with the call center working in Caracas. We can have people working there with the services from Maracaibo. That gives flexibility of work that does not compare with others.
What is most valuable?
In my opinion, some of the most valuable features with this product are that it is very extensible. You can configure a lot of it because it is open source, so you can work around the configurations you desire. It is a very flexible application, so you can personalize configuration for customers.
Another valuable aspect is the modules that you can add. Its modularity helps as you can purchase modules through the Sangoma portal. You can purchase modules for endpoint manager, call center, and call center queue wallboard. With this module, you can supervise and get analytics on all of your call center queues that you are running currently. It is a very extensible solution.
What needs improvement?
They are a very mature product with continuous evolution and improvement. They focus on continual development and improvement. Throughout these 15 years of experience, it has never let us down.
One area where they can continue to focus their improvements is support for third-party phones on the endpoint manager module. I think they need to include more brands and newer models on third-party brands. That is the one thing I would really ask them to improve.
For how long have I used the solution?
I still have experience with HPE, similar to the experience we had last year so far.
What do I think about the stability of the solution?
In terms of stability, FreePBX is rock solid. It is really stable. It has been our first recommendation. We have not had any trouble. Customers only call us to make changes to extension numbers and system upgrades.
What do I think about the scalability of the solution?
I would rate the scalability of FreePBX a ten. You can actually run it in a cluster environment.
How are customer service and support?
They have a support package you can buy by hours of support. If you run into anything that needs to be taken to their support specialist, you can open a ticket. You have a customer portal where you can open a ticket with the case. They will call you right away depending on the impact the issue has on the system.
I would score their support ten out of ten. They have the best support. If you buy an FXS gateway from Sangoma and you receive it with some issues, if you get a better rival or anything, you get immediately an RMA from them, and they will ship you a new one.
Which solution did I use previously and why did I switch?
With WatchGuard, we have had the same experience with Palo Alto and endpoint protection or EDR. That is basically what we have been doing, staying with our customers. We have a current project, but we have not started, and we are going to be doing something with Sangoma.
How was the initial setup?
The initial setup is really straightforward for us because we have many years of experience. If you were to configure that for the first time, it has a very friendly graphical user interface. You can have training on how to configure things.
For FreePBX, it takes us around a couple of weeks to deploy it. We do a lot of planning before, so we have everything planned on paper before we start configuring.
What about the implementation team?
In the deployment process for FreePBX, we usually have two to four people involved. We have one engineer configuring everything, then we can have two more technicians working locally. For instance, if you have analog extensions, you are going to need technicians to check, test those extensions and run the cabling. If these cables are already done on the premises and you need to run cables or wires, you need to have technicians. If you already have a network working and you are just going to have the PBX and the phones, it requires one engineer, one technician, and the cabling is already done.
What was our ROI?
With this type of solution, our target for ROI is at least on implementation costs. The hardware we provide connects to this system. Most of our customers use analog extensions. Once we provide our system with the FreePBX installation, we need to provide gateways, phones, and if they do not have cabling, we need to run cabling. For us, it is the implementation and the service. Since the system is very stable, our customers will not call us for issues or problems. They will call us to improve their solutions and ask what we can do next.
What's my experience with pricing, setup cost, and licensing?
The standard licensing fee for FreePBX is really good. Remember FreePBX can be downloaded for free. If you want to add special features, you buy the modules, and the module price points are excellent.
On the pricing scale, where ten is the highest price, I would rate them a four. They have very low prices compared to others.
Which other solutions did I evaluate?
We do not use HPE's Alletra Storage or GreenLake. Regarding HPE's SimpliVity, we have not had experience managing or configuring it yet. We are currently quoting something with SimpliVity and waiting for a customer to decide. If they decide, we will go on training and start getting experience configuring it.
What other advice do I have?
FreePBX supports AI initiatives through their module called Sangoma Scribe AI. It transcribes voicemails and call recordings with ASR, voice station, sentiment analysis, and multilingual support.
I would rate FreePBX ten out of ten. It is the most user-friendly, flexible and resilient system for voice-over IP we have installed so far.
it did not work for me
I have spent more than 14 hours setting up this Freepbx, it keeps crushing, not accessible either via GUI and SSH. i have Launched few ints ,all same results, i have used the server type they recommended , but still not luck ! whenever i entry setting, the same inst goes offline, I've been a user of Freepbx since 2016, I'm familiar with it .i don't see any where on AWS page for support!. I regret the time i wasted using this garbage , I thought it would be faster and simpler to launch freepbs on AWS , but i guess i was wrong! i'm going to back to other hosting Co
Full Featured Phone System
What do you like best about the product?
FreePBX allows us to not only take calls while not in the office but also ties into our CRM software to let us know who is calling as well. No longer do we have to wait around for calls. We have the system deployed in the cloud so there is no need for us to keep a system or servers running as well as maintain the firewall permissions for the system. All we have to do is have a VOIP Phone available or use a VOIP mobile app to access the system.
What do you dislike about the product?
Although the system is very powerful and full of features, the interface is a little bit overwhelming. Also, the interface compared to others like 3CX feels more cluttered. In setting up it took a while to find the options and menus that I was looking for in the system.
What problems is the product solving and how is that benefiting you?
FreePBX allows us to make calls while out of the office using our office phone lines. Gone are the times of having to block phone numbers on our cell phones so that we don't have customers calling our mobile phones instead of the office line. Also we can access our voicemail while out of the office as well as have it transcribed and sent via e-mail.
Recommendations to others considering the product:
If you are considering FreePBX, I would recommend finding a hosting provider to set it up on. Doing this fixed our firewall issues as well as the need for the server to be located in-house.
FreePBX with VOIP.MS
What do you like best about the product?
Inexpensive compared to other providers.
What do you dislike about the product?
Recently they experienced a DOS attack rendering the service inoperable. Fortunately, I had a secondary VOIP provider. I'm sure VOIP.MS has learned a lot from this attack and is better hardened. Having a provider experience this kind of unfortunate attack gives them the opportunity to re-evaluate their security. Doubt they will be in this position again. Everyone has a plan until they are punched in the face. I believe VOIP.MS has a plan now.
What problems is the product solving and how is that benefiting you?
Low cost VOIP for my home & home office. Easily integrated into my home automation system.
Powerful open source PBX based on Asterisk, must consider if SAAS is no-go
What do you like best about the product?
FreePBX is one of the simplest PBXes to install on-premise. You should consider it if SAAS PBXes are a no-go. Powerful security rules, comprehensive settings, many features that you will use, great extensibility
What do you dislike about the product?
Of course, on-premise PBXes have some disadvantages. The first thing that you should know is that your connectivity must be reliable, or your communication will not be that great. Next, you should consider setting up proper backups. At last, some features of SAAS PBXes like fixed-mobile convergence (FMC) will not be available for you (at least not as easy as on SAAS PBXes)
What problems is the product solving and how is that benefiting you?
We are using FreePBX as our main office PBX, and it gives us an essential ability not to depend on one provider, so we can easily switch between them. Also, using some "VPN magic," we can communicate between our offices for free. We regularly use it in conferencing (not only between colleagues but also with our customers).
Recommendations to others considering the product:
You should know that if you are going to put FreePBX on your machine, it should have a stable power and network connectivity
