# VirtualPBX Docs

> Guides for Smarter Voice, VirtualText, VirtualPBX account tasks, and the API. Each link is the markdown for one task, and the sentence after it is the answer. Support agents use https://docs.virtualpbx.com/skills/virtualpbx/SKILL.md. API agents use https://docs.virtualpbx.com/skills/virtualpbx-developer/SKILL.md.

## AI

### For agents

- [Use an AI agent with VirtualPBX](https://docs.virtualpbx.com/ai/use-an-ai-agent.md): An AI agent for a VirtualPBX account loads one skill. Support work uses https://docs.virtualpbx.com/skills/virtualpbx/SKILL.md. API work uses https://docs.virtualpbx.com/skills/virtualpbx-developer/SKILL.md. Each file is the procedure for that customer. This guide tells a person which file to give the agent. A support agent fetches one task guide and coaches the person through Dash, the billing portal, or VirtualText. A developer agent follows the Dash API guides instead of those screens.

## Smarter Voice

### Users and access

- [Create users in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/create-users.md): A user is a seat on Smarter Voice for one person. In the Users area, fill out the form and choose Create User, or choose Create New and Add Another for several people. Each user needs a unique email address. That person can make and take calls after a device is linked, such as a cell phone or a voice-over IP phone. A typical user cannot edit the dashboard. Open their name on the Users tab to make them an admin. Users are chargeable on the plan.
- [Reset a dashboard password in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/reset-dashboard-password.md): If you’ve forgotten your password to dash.virtualpbx.com - You can set up a new one by following these steps
- [Change account settings in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/account-settings.md): Access your Account Settings and update any personal information and account information through your Account Settings Portal
- [Use the user portal in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/user-portal.md): The User Portal allows admins and non-admins alike to view their personal information and general settings.

### Call handling

- [Answer VoIP questions for Smarter Voice](https://docs.virtualpbx.com/smarter-voice/voip-questions.md): You’re in the system, what now? Keep reading to answer any questions you may have on devices, voicemails, and further features available to you.
- [Set up the main number in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/main-number-setup.md): Below you will find a comprehensive guide on setting up your Incoming Call Handling - the routing your customers or clients will go through when calling your main number.
- [Set up ring groups in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/ring-groups.md): Below you will find a comprehensive guide on creating Ring Groups. These can be utilized to have multiple users/agents receive the same call.
- [Choose caller ID in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/caller-id.md): These features allow more advanced uses of Caller ID while calling out through the system. Follow the guides below to set up either Dynamic Caller ID, Verified Caller ID, or Direct Inward System Access
- [Block numbers in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/block-numbers.md): Blacklists allow you to block particular phone numbers from contacting your phone system. Please be aware that this is a system wide change - That number will hear a busy signal when attempting to dial in to your system.
- [Set up audio conferencing in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/audio-conferencing.md): By adding a phone number designated for conferencing, you can create individual conference rooms for each of your users. The conference room can be used by your users, as well as outside clients with you!

### Voicemail and logs

- [Set up voicemail boxes in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/voicemail-boxes.md): Voicemail boxes can be utilized for users, groups, incoming call handling, or as a standalone option. Follow the guide below to make sure your Voicemail Boxes are set up fully.
- [Read call logs in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/call-logs.md): Call Logs allow you to view all calls to and from your business number and users. Utilize to track metrics, as well as troubleshoot your calls on the spot.

### Devices

- [Add or remove a device in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/add-or-remove-device.md): Here, we’ll talk about adding and removing device from your system. Please keep in mind that VoIP devices (SIP Desk phones, Web Phones, Softphones, ATAs) can affect your pricing, so please contact us if you have any questions!
- [Auto-provision a device in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/auto-provision-devices.md): Newer SIP devices will allow the use of Auto-Provisioning. Follow the guide below for your specific device to make sure your SIP device is ready to use.
- [Manually provision a device in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/manual-provision-devices.md): Depending on your Yealink model and firmware version, your Yealink interface may look different than the screenshots included below. The steps, however, are the same.
- [Whitelist IPs and ports for Smarter Voice](https://docs.virtualpbx.com/smarter-voice/whitelist-ip-and-ports.md): In order for your VirtualPBX service to fully function, some networks may require that you whitelist VirtualPBX IP Addresses and TCP Ports. If you have any questions about adding the following to your corporate whitelist, please contact our team.
- [Troubleshoot a device network in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/troubleshoot-device-network.md): Here’s a sample rule set you can provide to your IT team:

### Apps

- [Use the web phone in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/web-phone.md): Below you will find a comprehensive guide on how to operate the Desktop version of our Softphone. For more information on how to create the devices for your users, please refer to our user guide here.
- [Use the mobile softphone in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/mobile-softphone.md): Below you will find a comprehensive guide on how to use the Softphones (mobile application). For more information on how to create the devices for your users, please refer to our user guide here. Once the devices have been created, refer to our site for where to download the specific devices.

### Messaging

- [Send a fax in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/send-a-fax.md): In order to set up a number for faxing, you will need a designated number for faxing. You can either use a spare number, or purchase a new number.
- [Forward texts from Smarter Voice](https://docs.virtualpbx.com/smarter-voice/virtualtext-forward.md): Text Forward is a feature that enables a number, or numbers, on your account to forward to an email or webhook when that number receives a text message. This can not be applied to numbers that are already using VirtualText at this time.

### Numbers

- [Change number settings in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/number-settings.md): With phone numbers, you have a few options to adjust how calls can operate, both when calling in to, and out from, a given number.
- [Port a number to Smarter Voice](https://docs.virtualpbx.com/smarter-voice/port-a-number.md): The term for bringing a number from one provider to another in the industry is called Porting. Porting has a few requirements:

### Advanced

- [Set up a call queue in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/call-center-queues.md): Call Center is an add-on feature priced depending on your plan type. Contact us to review options if you’re interested!
- [Store call recordings for Smarter Voice](https://docs.virtualpbx.com/smarter-voice/store-call-recordings.md): To record and store your calls, you will need to set up an Amazon Web Storage bucket. Follow this guide to walk through each step needed to get your call recording turned on, and set up on your account.
- [Read call insights in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/call-insights.md): Insights is a feature that grants you even more access to view your analytics for your agents and employees. Contact us to get started! Once access has been granted by our account management team, you will already have a default template for Dashboards, Wallboards, and Reporting
- [Connect Zapier to Smarter Voice](https://docs.virtualpbx.com/smarter-voice/zapier-integrations.md): If you don’t already have a Zapier account, you can create one for free at the Zapier Sign Up page.
- [Run advanced reports in Smarter Voice](https://docs.virtualpbx.com/smarter-voice/advanced-reporting.md): Summary of the time an agent has spent on the various away states. Currently the report will show manual_away or a blank entry.

## VirtualText

### Registration

- [Register a number for VirtualText SMS](https://docs.virtualpbx.com/virtualtext/sms-registration.md): VirtualText SMS registration is required before a business sends SMS or MMS. An inbound-only use does not need this process. The form covers carrier rules that ask a business to get permission before texting someone the first time. Private companies and sole proprietors with an EIN use these steps. A sole proprietor without a website or an EIN still completes the other requirements. A one-time fee depends on the plan. VirtualText specialists walk through the form with you.

### Messaging

- [Use the VirtualText inbox](https://docs.virtualpbx.com/virtualtext/message-inbox.md): For more information on admin settings not walked through here, please refer to our admin guides linked below
- [Forward texts in VirtualText](https://docs.virtualpbx.com/virtualtext/virtualtext-forward.md): Text Forward is a feature that enables a number, or numbers, on your account to forward to an email or webhook when that number receives a text message. This can not be applied to numbers that are already using VirtualText at this time.
- [Set up VirtualText text forwarding](https://docs.virtualpbx.com/virtualtext/set-up-text-forwarding.md): Text Forward is a feature that enables a number, or numbers, on your account to forward to an email or webhook when that number receives a text message. This can not be applied to numbers that are already using VirtualText at this time.

### Contacts

- [Use the VirtualText contact dashboard](https://docs.virtualpbx.com/virtualtext/contact-dashboard.md): You can review all inboxes you are included in through the Inboxes tab.

### Automation

- [Set up VirtualText AI agents](https://docs.virtualpbx.com/virtualtext/ai-agents-and-playbooks.md): AI Agents can help triage your conversations, engage with customers in tandem with your Playbooks, and more.

### Admin

- [Use the VirtualText control portal](https://docs.virtualpbx.com/virtualtext/control-portal.md): Note: AI Playbooks and Agents documentation can be found here
- [Use the VirtualText user menu](https://docs.virtualpbx.com/virtualtext/user-menu.md): As a user, you will be able to edit some settings on your own profile. If you are an admin looking to edit your users or teams, please review our Admin Guides linked here. Items unable to be edited through your User Profile will need to be edited by your Admin.

### Apps

- [Use the VirtualText mobile app](https://docs.virtualpbx.com/virtualtext/mobile-app.md): On your phone, type in use.virtualtext.app into your browser. Upon signed in, you will see a request to ‘Install VirtualText’. When confirmed, the app will begin to download

## Developer

- [Getting Started in the API](https://docs.virtualpbx.com/developer/getting-started.md): The Dash API is available to qualified customers, and it is not turned on for every account. Ask Sales or Customer Service to confirm API access before building against it. Those customers can automate reporting, manage parts of the voice service, and connect other systems over ordinary HTTPS. API access does not include engineering help. When the account includes API support, use the contact path Sales or Customer Service already provided.
- [API Basics in the API](https://docs.virtualpbx.com/developer/api-basics.md): The Dash API is a REST interface that external applications call with ordinary HTTP requests. A request names a resource and an action, and the URI splits into the endpoint plus the resource id so Dash can route it. The same API covers the verbs those requests use, including PATCH and the tunneled form of a verb when a client cannot send it directly. Start with this page before calling a specific resource.

### APIs

- [Authentication in the API](https://docs.virtualpbx.com/developer/api-authentication.md): The Dash API requires an authentication token on each request. A user auth call turns a hashed username and password, plus the account name, into that token. A server should call api_auth with the account API key instead of a person's password. Reuse the token across a series of requests. It expires after a period of inactivity, so create a new one when the API rejects the old token.
- [Blocklists in the API](https://docs.virtualpbx.com/developer/api-blocklists.md): A blocklist is a map of caller-id numbers the Dash API can apply to an account so those callers never reach the phone system. The same API can block callers who hide or restrict their caller id. Create a list, read the lists on the account, and update the numbers in a list with the blocklist requests. Apply the finished list where the account should refuse those calls.
- [Call Channels in the API](https://docs.virtualpbx.com/developer/call-channels.md): The Channels API lists the calls that are active for an account, a user, or a device. Each active channel has a call id. With that id, a request can run a short list of commands on the channel, including hangup, transfer, and playing media. Use the list request that matches the owner you care about, then send the command to the call id the API returned.
- [Call Center in the API](https://docs.virtualpbx.com/developer/call-center.md): Qubicle is the call-queue application on the Dash API. It lets an account assign VirtualPBX users as recipients and distribute inbound calls across one or many queues. Each queue has its own configuration for how those calls are offered. Sessions and events describe a call while it waits and while a recipient handles it. Use the queue, recipient, session, and event requests to build against that API.
- [Call Recordings in the API](https://docs.virtualpbx.com/developer/call-recordings.md): The Recordings API reads call recordings stored for the account and fetches the media or document for one recording. A request can also remove a recording. Automated use of this API can cause the account's API access to be restricted, so talk with the team before a job lists or downloads recordings on a schedule. Fetch a single recording when a person or a ticket needs that file.
- [Devices in the API](https://docs.virtualpbx.com/developer/api-devices.md): Devices are the endpoints assigned to an account, and the Devices API lists them, reads one device, and updates device fields. A phone, an application, or another endpoint on the account is a device in this API. Use the list request to see what is provisioned, then the single-device request when a change should touch only one endpoint. The schema on this page names the fields those requests accept.
- [Pivot in the API](https://docs.virtualpbx.com/developer/api-pivot.md): Pivot is the API that lets a developer control inbound call handling. Dash sends the call details to the developer's web server over HTTP. The server answers with JSON that describes the callflow, and Pivot runs that callflow for the caller. Use it to send a specific call to a destination your application chooses. The examples on this page show a callflow response and how to debug a Pivot request.
- [Quickcall in the API](https://docs.virtualpbx.com/developer/api-quickcall.md): Quickcall is the API that creates call legs between endpoints such as a user and a device. A request names the endpoints that should be connected and can target an existing call id. Supported endpoints and custom application variables are listed with the schema on this page. A non-blocking Quickcall returns while the API is still setting up the legs, so the request does not wait on the whole connection.
- [Webhooks in the API](https://docs.virtualpbx.com/developer/api-webhooks.md): Webhooks let the Dash API notify a third-party server when something happens in the account. Dash sends an HTTP request for a new call, an answered call, or a finished call, and later event types can be added the same way. Create a webhook with the payload for the event you want, including a missed-call webhook. The server should answer those requests and read the fields in the webhook schema.

### Business SMS

- [VirtualText in the API](https://docs.virtualpbx.com/developer/virtualtext-api.md): The VirtualText API connects an external platform to business texting. Authenticate with the authorization header, then send an SMS or MMS and receive messages through a webhook. The webhook event carries the inbound message, and a send request delivers an outbound message to a number on the account. Use this API when another system should read or write those texts instead of the inbox alone.

### Automation

- [Zapier in the API](https://docs.virtualpbx.com/developer/zapier-automation.md): The Zapier app uses the API to connect a VirtualPBX account to other tools such as HubSpot, Pipedrive, Slack, Trello, and Gmail. A Zap can log call data, tell a team about an inbound call or a voicemail, and build a report from those calls. The app reads the call fields the API returns. Start a Zap from the VirtualPBX app, then pick the action that matches the job.

### Use cases

- [Create Trello Card for Voicemails Received in the API](https://docs.virtualpbx.com/developer/trello-voicemail-card.md): This API example creates a Trello card when a voicemail arrives. The Zap starts with the VirtualPBX app, checks the call with conditional logic, and then adds a card to a Trello board. A second reaction can file a different kind of call on another board. Zapier reads the voicemail event from the API. Follow the action and the two reactions in order when you recreate the Zap.
- [Send Call Data to Google Sheets in the API](https://docs.virtualpbx.com/developer/call-data-google-sheets.md): This API example sends call data from a VirtualPBX account into a Google Sheet. Prepare a sheet with columns for fields such as call id and timestamp, or copy the sheet template, then configure the Zapier action and the reaction that appends a row. The Zap writes the call fields the API returns. Use the preparation, action, and reaction sections to stand the sheet up.
- [Slack Notifications from Call Events in the API](https://docs.virtualpbx.com/developer/slack-call-notifications.md): This API example posts a Slack message when a call event arrives. The Zap starts on the Zapier home screen with the VirtualPBX app, then a Slack reaction writes the notification to a channel. The message is built from the call event the API sends. Configure the VirtualPBX action first and the Slack reaction second, and choose the channel that should see those calls.
- [SMS Airtable inbox in the API](https://docs.virtualpbx.com/developer/sms-airtable-template.md): This Airtable example lists received SMS messages and calls the VirtualPBX API from buttons in the base. Filters separate messages by type and by user. Zapier and webhooks capture the inbound texts and add them to the base. The finished view is the place a team reads those messages. Use the sections on filtering, buttons, and webhooks to wire the same base to the API.
- [Trigger SMS Messages from Your CRM in the API](https://docs.virtualpbx.com/developer/crm-sms-trigger.md): This example triggers an SMS from a CRM through Zapier and the VirtualPBX API. A change in the CRM starts the Zap, and the texting side sends the message the CRM asked for. Map the CRM fields to the message body and the destination number. Connect the CRM trigger to the send action so a record can text a customer without opening a separate inbox.
- [Zapier Webinar Recording in the API](https://docs.virtualpbx.com/developer/zapier-webinar.md): This API webinar recording shows how to connect a VirtualPBX account to other apps with Zapier. It covers sending call data to a sheet, posting agent status to Slack, creating a Trello task for a missed call, and sending appointment reminders by SMS. Each example starts from a VirtualPBX trigger and finishes in the other app. Watch the recording when you want those four jobs walked through out loud.

## Account

### Billing

- [Open the VirtualPBX billing portal](https://docs.virtualpbx.com/account/billing-portal.md): Use the VirtualPBX Account Management Portal to quickly and easily set billing administrative rights, manage your VirtualPBX subscription, review billing and invoice data, or request help from our team!
- [Update a VirtualPBX payment method](https://docs.virtualpbx.com/account/update-payment-method.md): Now, authorized billing contacts can quickly and easily update credit card information in Dash. Follow these steps to complete the task.
- [Update a VirtualPBX billing address](https://docs.virtualpbx.com/account/update-billing-address.md): Now, authorized billing contacts can quickly and easily update billing address information in Dash. Follow these steps to complete the task.
- [Answer VirtualPBX billing questions](https://docs.virtualpbx.com/account/billing-questions.md): Currently, all VirtualPBX accounts are automatically debited. Therefore, we only accept debit, credit cards, and ACH as a form of payment
- [Answer Dash billing questions in VirtualPBX](https://docs.virtualpbx.com/account/dash-billing-questions.md): Dash questions about changing payment methods, ownership etc.

### Account

- [Update VirtualPBX technical contacts](https://docs.virtualpbx.com/account/technical-contacts.md): Technical contacts are contacts that you allow our support team to communicate with if any in-writing changes are needed for the configuration settings of your account. These contacts would not have access to your billing information in regards to communications with our teams, and would not be able to override your billing contact. You can update your technical contact information quickly and easily with this guide.
- [Cancel your VirtualPBX service](https://docs.virtualpbx.com/account/cancel-service.md): Any system administrator can cancel a VirtualPBX account. Open your user name at the top of the page, choose Cancel Account on the left, then choose the Cancel Account button. Complete the feedback form and choose Confirm and Cancel. The account ends at the close of the current billing cycle unless you ask to cancel sooner. Remaining phone numbers are released. Porting numbers out does not cancel the account by itself. Call (888) 825-0800 first if a technical or pricing issue brought you here.
- [Request a VirtualPBX device return](https://docs.virtualpbx.com/account/request-an-rma.md): All equipment returned to VirtualPBX for any reason must have a Return Materials Authorization (RMA) number clearly identified and visible on the outside of the box. RMA number can be obtained from our support department at 888-825-0800 or Support@VirtualPBX.com. We will need answers to a few questions before issuing the RMA number. Packages arriving at VirtualPBX without an RMA number may be rejected and returned to sender.