PABX IP Cloud
Corporate phone system in a private cloud, with SIP extensions, IVR, call queues, and call recording.
Service overview
PABX IP Cloud is ACT Tecnologia's managed corporate telephony solution. It delivers a complete phone system hosted in a private cloud, with SIP extensions, IVR, call queues, call recording, and a client-facing admin panel. Operation of the system, infrastructure, security, monitoring, and support, is handled entirely by ACT as part of the Telecom pillar.
Full cloud PBX
SIP extensions per contracted plan, IVR, call queues, and all the features of a corporate phone system, with no local hardware to maintain.
Easy management
Clients create and manage extensions in the Gerenciador panel, with a real-time call dashboard and full call history.
End-to-end support
24/7 monitoring, technical liaison with the SIP trunk carrier, and specialized support from ACT as a single point of contact.
Solution architecture
From extension to the public network: an overview of a call's path, from the client's network to the public network, and how the Gerenciador panel and ACT's monitoring connect to the system.
Client's responsibility
- IP extension / softphone
- Client's network (LAN / Wi-Fi)
- Internet connection
ACT's responsibility
- Gerenciador panel (client's web access)
- Dedicated SIP server (ACT's private cloud)
- ACT's NOC (24/7 monitoring)
Carrier (ACT provides technical liaison)
- SIP trunk contracted by the client
- Public network (PSTN / mobile)
Since it runs entirely in the cloud, extension availability depends on the client's internet connection being active. Contingency scenarios (e.g., automatic redirection on outage) can be assessed on demand based on operational criticality.
Protocols and access configuration
Dedicated server per client: SIP signaling uses UDP transport on a standard port, with a dedicated RTP port range for media traffic. Each client gets an exclusive PBX instance with its own public IP, with no sharing of the system between clients.
| Service | Port | Transport | Note |
|---|---|---|---|
| SIP (signaling) | 5060 | UDP | Dedicated SIP server per client, with a dedicated public IP |
| RTP (media) | 10000–20000 | UDP | Port range released only to authorized source IPs |
Supported codecs: G.711 (A-law/U-law) and G.729. Firewall rule (outbound): allow UDP traffic to the dedicated SIP server's IP, on ports 5060 (signaling) and 10000–20000 (RTP media). Disable SIP ALG on the router or firewall: this feature improperly rewrites SIP packets and is the most common cause of audio and extension registration issues identified by our support team.
Client network requirements
Reference for cloud IP telephony: values to assess whether the local network and internet link meet the requirements before deployment.
| Parameter | Reference | Note |
|---|---|---|
| Bandwidth per call (G.711) | ~87 kbps | Upload + download, including network overhead (RTP/UDP/IP) |
| Bandwidth per call (G.729) | ~30 kbps | Recommended for more limited-bandwidth links |
| Latency (RTT) | up to 150 ms | Above this, perceived quality tends to drop |
| Packet loss | below 1% | Losses above this cause noticeable cuts and noise |
| Jitter | below 30 ms | High variation impairs audio smoothness |
To estimate total required bandwidth, multiply the per-call reference by the expected number of simultaneous calls. When needed, we recommend prioritizing voice traffic (e.g., DSCP EF marking) on the client's internal network.
Capacity and operational limits
The number of extensions is set by the contracted plan. The SIP trunk is contracted separately by the client with a carrier, and ACT acts as technical intermediary, without restricting the client to specific partners.
| Parameter | Specification | Note |
|---|---|---|
| Number of extensions | Per contracted plan | Detailed in the commercial proposal |
| SIP trunk / outside lines | Contracted separately, directly with the carrier | ACT integrates and provides technical liaison; the client is free to choose its own carrier |
| Minutes / allowance | Per contracted carrier | Not managed by ACT |
| Call recording | Included, optional activation | Stored on the PBX while space allows |
| Configuration and recording backup | Automatic, 3-month retention | Segregated environment |
When the recording storage limit is reached, the client can expand contracted capacity or request a compressed export of older recordings to free up space on the PBX.
Security and protection
Layered defense: PABX IP Cloud's protection combines automatic blocking against intrusion attempts, geographic access restriction, and administrative access control.
Fraud and intrusion protection
- Automatic blocking (fail2ban) against brute-force attempts on extensions
- Firewall with geographic allowlisting: Brazil-only IPs, with case-by-case exceptions on request
- Exposed ports restricted to SIP (5060), RTP (10000–20000), and ICMP
- All other administrative ports accessible only by ACT
Authentication and access
- Extension authentication by username and password
- Access to the Gerenciador panel via individual credentials
- Structural settings (IVR, queues, DID) restricted to ACT support, preventing unauthorized changes
PBX features
Native call handling, productivity, and management features, from call routing to real-time supervision by managers.
Call handling and routing
- IVR (interactive voice response)
- Call queues with hold music
- Business-hours-based configuration
- Automatic away message
- DID and custom numbering
- Number portability
Calls and productivity
- Call recording
- Transfer and conferencing
- Callback
- Mobile extension (forwarding to cell phone)
- Automatic protocol number generation per call
Management and quality
- Post-call satisfaction survey
- Real-time call listening for managers
- PBX and carrier trunk monitoring 24/7
- Proactive notification from ACT on failure
Gerenciador panel and integrations
Self-service + specialized support: Gerenciador is ACT's own panel for administering the system. Structural adjustments (IVR, DID) are supported by ACT, Mon–Fri, 8:30am–12:00pm / 1:00pm–5:30pm.
Extension management
- Extension creation and editing by the client
- Real-time dashboard with online extensions and ongoing calls
- Panel access permission control
Reports and supervision
- Full history of received, made, and missed calls
- Detailed call detail records by extension or user
- Satisfaction survey and real-time call listening for managers
Integrations on demand
- Integration with the client's CRM and systems, subject to technical assessment and separate quote
- WhatsApp call notification module, developed on demand
Compatibility
Certified devices, headsets, and softphones tested and recommended by ACT for the best user experience.
Certified phones
- Grandstream GXP-1610 / GXP-1620
- Fanvil X1 / X1P
- Other IP phones compatible subject to technical assessment
Certified headsets
- Logitech H390
- Felitron Stile Compact VoIP
- Zox DH-60
- Dell WH1022
Softphones and carriers
- ActPhone (Windows), with automatic registration by email and password
- Zoiper (Linux); also available for mobile, though not recommended as default due to background instability
- Certified carriers: Algar Telecom, DirectCall, Grupo Solutions, Sercomtel, Vivo
IP phones are configured remotely by the ACT team during deployment. With ActPhone's Automatic Registration, the user enters only an email and password, and the corresponding extension is registered automatically, with no manual setup.
Specifications
| Hosting | ACT's private cloud, in a Tier III certified data center |
| Support hours | Monday to Friday, 8:30am–12:00pm and 1:00pm–5:30pm, excluding national and local holidays |
| Response: Emergency | Up to 4 business hours (system fully down), via remote access |
| Response: Urgent | Up to 6 business hours (system partially down), via remote access |
| Response: Specific cases | Up to 12 business hours (not affecting the system), via remote access |
| Response: Rescheduling | Up to 24 business hours, via remote access |
| Backup | Configuration and recordings, 3-month retention, in a segregated environment |
| Monitoring | 24/7 of the PBX and associated services, with proactive ticket opening by the NOC |
A single point of accountability.
ACT takes on end-to-end operation of PABX IP Cloud: infrastructure, configuration, security, monitoring, and support. The client has a single technical point of contact, including for the interface with the SIP trunk carrier.
Want to know if PABX IP Cloud solves what your operation needs?
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