This guide covers the core, everyday functions of your hosted PBX. If you can’t find what you’re looking for, our Support team is happy to walk you through it — call 416-452-0000 or email support@cloudconnexions.ca.

1. Logging into your portal

Every extension has its own User Portal login, and every organization has an Admin Portal for managing the whole account. Use the PBX Portal link in the site menu, sign in with the credentials we provided at setup, and change your password on first login. Admins can reset any user’s password from the Admin Portal without needing the old one.

2. Extensions & voicemail

Each employee, desk phone, or virtual line gets an extension. From the Admin Portal you can create new extensions, assign them to a person, and set a voicemail PIN. From the User Portal, each person can:

• Record a custom voicemail greeting
• Turn on voicemail-to-email so messages arrive as audio attachments
• Set a message-waiting indicator on their desk phone
• Check the unified inbox for missed calls, voicemails, and faxes in one place

3. Call routing: auto attendants, ring groups & queues

This is where a hosted PBX earns its keep. Three tools handle almost every routing scenario:

Auto attendant (IVR)	The automated menu callers hear first (“Press 1 for Sales…”). Set business-hours and after-hours menus separately so callers never hit a dead end overnight.
Ring groups	Rings several extensions at once (or in sequence) so the first available person answers — good for small teams covering the same line.
Call queues	Holds callers in order with music-on-hold and routes them to the next free agent — built for higher call volumes and includes live queue stats for supervisors.

All three are configured from the Admin Portal without needing to touch a phone or reboot anything — changes apply immediately.

4. Find-me/follow-me & do-not-disturb

From the User Portal, set your extension to ring your desk phone, then your mobile, then voicemail — in any order and with any delay between steps — so calls reach you wherever you are. Toggle Do-Not-Disturb before a meeting to send callers straight to voicemail without changing any other settings.

5. Conferencing & meetings

Every account includes audio conference bridges and video meeting rooms. Share a meeting link the same way you’d share a calendar invite — no separate video-conferencing subscription required.

6. Call recording & call detail records

Turn on recording per-extension or per-queue for training and quality review. Every call — recorded or not — logs a call detail record (CDR) with time, duration, and number, searchable from the Admin Portal for billing disputes, reporting, or simply confirming a call happened.

7. Provisioning a desk phone

Desk phones from Yealink, Polycom, Grandstream, Snom, Cisco, and Fanvil auto-provision: plug the phone into your network, and it pulls its configuration automatically once we’ve registered its MAC address to your account. Email support@cloudconnexions.ca with the phone model and MAC address and we’ll have it ready before it arrives.

8. Desktop, web & mobile apps

Sign in with your extension credentials on the desktop app, in a browser, or on your phone to make and receive calls, message coworkers, join video meetings, and see who’s available — all synced to the same extension as your desk phone.

9. Getting help

For anything not covered here — porting a number, adding an extension, or troubleshooting a phone — visit Support or call 416-452-0000. For remote screen-sharing help, we may ask you to download AnyDesk.