Short answer
A cloud PBX is a hosted business phone system with no PBX hardware on site. FirstNet delivers one as FirstNet Managed Cloud PBX, a fully managed service.
In detail: What is a cloud PBX and how does it work
PBX stands for private branch exchange: the part of a phone system that runs extensions, call routing, voicemail and queues. In a cloud PBX, also called a hosted PBX or cloud PABX, that software runs on a provider's platform, and calling, collaboration and unified communications features reach your users over the network. With FirstNet Managed Cloud PBX, FirstNet designs, deploys, ports and runs your telephony, so your team uses the phone system rather than maintaining it.
How a cloud PBX differs from an on-premises system:
- Extensions, users and call flows are set up in the cloud, so you can add users and branches without new hardware.
- Staff make and receive calls on desk phones, or on mobile and desktop softphone apps from anywhere.
- IVR, queues, voicemail-to-email, recording and reporting are part of the platform.
- Costs move from hardware purchases to a predictable per-user monthly cost.
- Multi-site businesses get central management and numbering.
What FirstNet Managed Cloud PBX includes:
- Extensions, call routing, voicemail, hold music and presence.
- IVR menus, call queues, call recording and standard reporting.
- Linkus mobile and desktop softphone apps, using the same business number in the office, on the road or at home.
- SIP trunking and full number porting, with local South African call termination.
- Standard support and platform operations as part of the per-user service.
Optional add-ons are FirstNet AI Receptionist, which answers calls 24/7 in 34 languages, and FirstNet AI Transcription, along with Microsoft Teams calling integration, CRM integrations such as HubSpot and Salesforce, and contact-centre wallboards.
The service is built on the Yeastar P-Series platform, hosted in South Africa for low latency and connected to FirstNet's ICASA-licensed (ECNS/ECS) voice network for local call termination. FirstNet is South Africa's number one Yeastar hosting partner. One contract and one bill cover the PBX, SIP trunking, numbers, softphones and optional AI add-ons, from small businesses to multi-site enterprises. Contracts run for 12, 24 or 36 months, with billing aligned to the users actually licensed each month.
Moving from an older on-premises PBX, including 3CX, Mitel and similar systems, runs in four stages: design, number porting, deployment and handover to a named support team. It includes full number porting and a choice of cutover: phased, with old and new systems side by side while users move in waves, or a single weekend for smaller sites.
What you still provide:
- A finalised user list, a signed Letter of Authority for your numbers and an agreed change window.
- An uncontended internet link with about 100 Kbps per concurrent call plus 20% headroom, which FirstNet checks before go-live.
- Firewall changes: SIP ALG disabled and RTP ports open.
- PoE switching for desk phones, and UPS cover for the comms cabinet during load-shedding.
- A decision on which calls to record, with a POPIA consent prompt on recorded lines.
A cloud PBX is not the only route. If your current PBX still has life in it, FirstNet SIP Trunks can connect it instead, and if your staff already work in Microsoft Teams or Zoom, FirstNet can make that the phone system. Numbers can be ported out again later, so the choice does not lock you in.
Source: FirstNet Cloud PBX & Unified Communications service page →