Hosted PBX Phone System

Features & Capabilities

• Multi-Level IVR: Complex call menus with multiple levels to route callers to the right department or person.
• Call Flow Designer: Visual drag-and-drop tool to design exactly how your calls are routed between departments and locations.
• Call Queues: Manage high call volumes with intelligent hold queues, estimated wait time announcements, and overflow routing.
• Ring Groups: Ring multiple phones simultaneously for a department or on-call team — first to answer gets the call.
• Time-Based Routing: Route calls differently based on business hours, after-hours, holidays, and custom schedules.
• Hot Desking: Employees log in to any desk phone at any location and get their personal extension and voicemail.
• Extension Dialing: Dial colleagues by extension across all locations — multi-location businesses share one unified dial plan.
• 250+ CRM Integrations: Connect Salesforce, HubSpot, Zendesk, and hundreds more. Caller ID screen pops on every inbound call.
• Call Analytics: Detailed call volume, duration, and performance reports across your entire organization.
• BLF (Busy Lamp Field): See at a glance which extensions are available, busy, or on hold — on any compatible desk phone.
• Shared Line Appearances: Monitor and answer calls from a shared line on multiple phones across your team.
• Music on Hold: Custom music or branded messages play while callers wait — professional experience every time.

Why ATS Voice

• Zero on-site hardware — PBX intelligence runs in the cloud
• Multi-location unified dial plan — one system for all offices
• Enterprise call routing without enterprise pricing
• ATS Voice provides full migration, configuration, and staff training
• Compatible with Yealink, Grandstream, Poly, and most IP phones

Frequently Asked Questions

What is a Hosted PBX?

A Hosted PBX (Private Branch Exchange) is a fully cloud-based business phone system where all call routing intelligence — extensions, auto attendants, call queues, voicemail, ring groups, and conferencing — runs on remote servers managed by your provider rather than on hardware at your office. ATS Voice delivers Hosted PBX through the enterprise-grade SkySwitch platform, maintaining all infrastructure in geographically redundant data centers. The result for East Tennessee businesses: zero on-site hardware to purchase or maintain, automatic software updates with no downtime, and enterprise-level call management features that would have required a $20,000–$50,000 PBX system just ten years ago.

How is Hosted PBX different from a Cloud Phone System?

A Cloud Phone System is primarily about enabling individual users to make and receive calls from any device — desktop, mobile, or browser. A Hosted PBX adds a full enterprise call management layer on top of that: multi-level IVR auto attendants, skill-based call queues, ring groups with overflow rules, time-of-day and holiday routing, call recording, and detailed analytics dashboards. Think of the Cloud Phone System as the handsets and the Hosted PBX as the intelligent switchboard that routes, manages, and reports on every call. ATS Voice provides both layers in a single platform, giving East Tennessee businesses Fortune 500 call handling at a per-seat monthly cost.

Do I need to buy any hardware?

No hardware purchase is required to deploy a Hosted PBX with ATS Voice. Every user can work through the ConnectUC desktop app (Windows and Mac), the iOS or Android mobile app, or a standard web browser — all included in the monthly per-seat fee. This eliminates the capital expenditure that traditional PBX installations required, which commonly ran $5,000 to $50,000 for East Tennessee businesses. If your team prefers physical desk phones, ATS Voice fully supports Yealink, Grandstream, and Poly IP phones, which we can pre-configure and ship ready to plug in. Hardware is an option, never a requirement.

Can I design my own call flows?

Yes — the ATS Voice visual Call Flow Designer gives administrators full control over how calls are routed through the system without any programming knowledge. Using a drag-and-drop interface in the web portal, you can build routing rules that combine IVR menus, time conditions (business hours vs. after-hours), ring groups, individual extensions, voicemail boxes, and external numbers into any configuration your business requires. Changes publish instantly, so you can update a holiday greeting or reroute an urgent queue in under two minutes. ATS Voice's local East Tennessee support team can also design and configure call flows on your behalf during onboarding.

How many IVR levels can I create?

There is no hard limit on IVR depth in the ATS Voice Hosted PBX platform. You can build a single-level auto attendant — "Press 1 for Sales, Press 2 for Support" — or a multi-tier hierarchy with department sub-menus, language selection, account number entry, and escalation paths. Complex call centers running on the SkySwitch platform routinely deploy 4–6 IVR levels across dozens of departments. For the typical East Tennessee business, a 2–3 level structure covers most scenarios. ATS Voice configures the initial IVR during setup and provides training so your team can make menu changes independently through the admin portal.

What CRM integrations are available?

ATS Voice Hosted PBX supports over 250 third-party integrations through the SkySwitch platform. Key CRM connections include Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics 365, Zendesk, Freshdesk, and ServiceNow. When a call arrives, a screen pop automatically surfaces the caller's contact record, open tickets, and account history — eliminating manual lookups and reducing average handle time. For businesses using Microsoft 365 or Google Workspace, native directory sync keeps your contact lists current automatically. ATS Voice helps East Tennessee businesses configure these integrations during onboarding, so your team is productive from day one rather than spending weeks on technical setup.

Can I keep my existing phone numbers?

Yes — all existing business numbers port to ATS Voice at no charge. We manage the entire transfer process with your current carrier, and your numbers remain active throughout the transition so no calls are missed. Standard porting timelines run 2–5 business days for most carriers. During that window, both your old service and the new ATS Voice system operate simultaneously, allowing your team to test and train before the final cutover. ATS Voice has ported hundreds of numbers for East Tennessee businesses, from single-location offices with one main number to multi-site companies with 30+ DIDs, and our local team handles each port directly.

What happens during a power or internet outage?

The ATS Voice Hosted PBX is designed to stay reachable even when your local office loses power or internet connectivity. Find Me / Follow Me failover automatically redirects incoming calls to backup destinations — mobile phones, alternate office locations, or voicemail — the moment your primary connection becomes unreachable. Because the PBX itself runs in the SkySwitch cloud (not on hardware at your office), the system continues operating independently of your local infrastructure. The SkySwitch network maintains 99.999% uptime across geographically redundant data centers, which translates to less than 6 minutes of potential downtime per year. For East Tennessee businesses prone to weather-related outages, this resilience is built in at no additional cost.

Is the system scalable?

ATS Voice Hosted PBX scales instantly in both directions with no hardware constraints. Adding a new user takes approximately 5 minutes in the admin portal: create the account, assign an extension and DID, set permissions, and the new seat is live. There are no per-user contracts, no activation fees, and no penalty for reducing seat count during slow periods — you pay only for active users on each monthly invoice. ATS Voice supports East Tennessee businesses from 2-seat startups to 150-seat enterprises on the same platform, and our local team has managed mid-year expansions for businesses that doubled their headcount without a single day of disruption.

What support do you provide?

ATS Voice provides dedicated local support staffed by East Tennessee technicians — not an outsourced call center. Support hours are Monday through Friday, 8 AM to 6 PM Eastern, with after-hours emergency coverage for critical issues. When you call, you reach a person who knows your account, your call flow configuration, and your business. This is backed by 23+ years in the telecom industry and a track record serving 650+ businesses across the region. There are no automated queues, no tier-1 scripts, and no overseas handoffs. The same local team that designs, deploys, and configures your Hosted PBX handles every ongoing support request — a level of continuity that national providers simply cannot match.