User Guide

phone.systems is a fully managed cloud PBX operated by Odygy. You don't need to install any on-premise hardware — open an account, point a number at it, configure a call flow, and you can start placing and receiving calls in minutes.

What you'll need

• A business email address to create your admin account.
• At least one phone number — either one you port in, or one you provision from the Odygy catalogue.
• For your team members: the phone.systems mobile app (iOS / Android), desktop app (Windows / macOS), or a compatible SIP device.

1. Click Get access on phone.systems and register with your business email.
2. Verify your email address and fill in your company information — legal name, billing address and VAT number (for EU customers).
3. Invite colleagues from the Team section of the admin console. Each user receives an invitation email to activate their seat.
4. Enable Two-Factor Authentication on every administrator account — see Security best practices.

You can add numbers to your account in two ways:

Provision a new number

Under Numbers → Buy, pick a country, area code and number type (local, mobile, toll-free). The number becomes available for routing immediately after checkout.

Port an existing number

Go to Numbers → Port inand upload a Letter of Authorization (LoA) together with the most recent invoice from your current carrier. Port-in timelines depend on the origin country and carrier (typically 5–15 business days in the EU).

Every person who will place or receive calls needs a user account. Users have an extension (3 to 6 digits), a role, and optionally a direct inbound phone number.

• Administrator — full access to configuration and billing.
• Supervisor — can view analytics, listen to recordings for teams they own, and configure call flows.
• Agent — can place and receive calls, manage their own voicemail and presence.

Shared business contact directory

Contacts imported from a CRM, uploaded from CSV, or added manually appear in every user's app, so everyone sees the same customer record during a call.

A call flow defines what happens when an inbound call reaches one of your numbers. Flows are built visually in the PBX editor using drag-and-drop blocks.

Available blocks

• Greeting — play an audio message before further routing.
• IVR menu — collect a DTMF selection from the caller.
• Call queue — distribute calls across a group of agents with strategies like round-robin or longest-idle-first.
• Time schedule — route differently based on business hours, holidays and time zone.
• Voicemail — record a message when no agent is available.
• Recording — enable call recording for the current branch.
• SIP Forwarding / PSTN Forwarding — hand the call over to an external SIP trunk or PSTN number.

Blocks are chained with arrows. You can test a flow by clicking Simulate, which walks through every branch without actually placing a call.

IVR (Interactive Voice Response) menus let callers self-service by pressing keys on their keypad. A typical IVR:

1. Greets the caller with a short audio prompt.
2. Waits for DTMF input (1–9 and #).
3. Routes each key to a downstream block — usually a call queue or another IVR.
4. Plays an "invalid input" message and retries, up to the configured limit, before falling back to a default branch.

Voice prompts

You can upload pre-recorded MP3 / WAV files or use our built-in text-to-speech engine, which supports over 30 languages and multiple voice styles.

Call queues hold callers in line when no agent is immediately available and distribute them according to a strategy:

• Ring all — rings every agent at once; first to pick up wins.
• Round robin — rotates the first-rung agent so load is balanced.
• Longest idle — prioritises the agent who has been available the longest.
• Skills-based — matches the call to the best agent based on tags on the caller and on each agent.

While in queue

Play hold music, announce estimated wait time, let callers press a key to request a callback, or overflow to voicemail or another queue after a threshold.

Every user and every queue has its own voicemail box. Messages can be:

• Delivered as an email attachment (MP3) to any address of your choice.
• Transcribed automatically using the AI transcription engine.
• Archived to synchronised cloud storage so they remain searchable from any device.

Recording is disabled by default. When you enable it on a call flow, queue or user, all audio on that branch is captured as a single stereo file (caller on one channel, agent on the other), which makes downstream AI analysis more accurate.

Retention

Configure a retention window from 7 days up to 10 years. Recordings can be auto-deleted at the end of the window or moved to cold storage for compliance archives.

AI features are applied to recorded calls. You can enable each one independently per team so costs and data exposure stay under control.

• Call summary — a paragraph recap plus a short action-item list.
• Sentiment analysis — an emotional-tone score for caller and agent, over the course of the conversation.
• Talk-to-listen ratio — the share of time each party spent speaking.
• Key topics — a tag cloud of subjects mentioned, useful for pipeline triage.
• Full call transcript — time-coded transcript with speaker labels, exportable as TXT, VTT or JSON.

• iOS and Android— native apps supporting push-notified incoming calls, so your device doesn't need to stay registered in the background.
• Windows and macOS desktop apps with softphone, chat, shared directory and screen-pop integration with your CRM.
• Any SIP-standard device (Yealink, Cisco, Grandstream, Polycom, etc.) can be configured with provisioning credentials from Users → Device.

Out-of-the-box integrations are available for Salesforce, HubSpot, Pipedrive, Zoho and Zendesk. Once connected:

• Contacts and companies are synced into the shared directory.
• Every call is logged back to the matching CRM record with recording and transcript links.
• A click-to-call action becomes available anywhere the contact appears.
• During inbound calls, the matching CRM record is popped in the softphone.

For other systems, build your own integration with the REST API and webhooks.

You can switch plans, add capacity, and download invoices from Billing in the admin console. Usage charges (per-minute termination, premium features) are billed monthly in arrears.

• VAT is automatically added for EU customers without a valid VAT ID.
• Invoices are issued in EUR and comply with Romanian e-invoicing standards.
• Pre-paid top-ups are available for fraud-safe usage caps.

• Turn on 2FA for every administrator and every user who manages recordings.
• Use SSO (SAML 2.0 or OpenID Connect) for larger teams.
• Restrict the IP ranges allowed to register SIP devices under Settings → SIP ACL.
• Set a monthly outbound-spend cap so toll-fraud losses are bounded.
• Rotate API keys periodically and scope them to the least privilege needed.

If something isn't working the way you expect:

• Search this guide or the API Documentation.
• Open a ticket from the Help widget in the admin console — tickets keep full account context so replies are faster.
• Email support@odygy.com for anything non-urgent; 24/7 live support is available on Enterprise plans.