IVR and intelligent routing
Menus, working-hours rules, holiday handling, overflow and failover destinations so calls never fall into silence.
Overview
Every missed call is a customer calling somebody else
Phone systems are judged on one thing: does the right person answer quickly. That is a call-flow design question long before it is a hardware question.
COREQ maps your call flow first — who answers what, what happens after hours, where overflow goes, which calls must be recorded — then builds the PBX to match and integrates it with your network and, where useful, your CRM.
Scope at a glance
- Call flow, IVR and queue design
- IP PBX on-premise or cloud-hosted
- SIP trunk provisioning and number porting
- Desk phones, softphones and mobile extensions
- Call recording and reporting
- Voice VLAN and QoS configuration
Final scope is confirmed after a site survey and issued in writing before work begins.
What's included
How we deliver PBX & IP Telephony
Queues and call centre features
Agent groups, wait announcements, callback, wallboards and supervisor monitoring for teams that handle call volume.
Recording and reporting
Call recording with retention control, plus reports on volume, wait time, abandonment and agent performance.
Work from anywhere
Softphones and mobile extensions so staff keep their extension number whether at the desk, at home or on site.
Voice-ready network
Voice VLAN, QoS and PoE budgeting configured properly — the difference between clear calls and unexplained choppy audio.
CRM and system integration
Click-to-dial and screen pop against your CRM where the platform supports it, so agents see the account before they say hello.
Deployment options
Matched to the size of the problem
We would rather scope you correctly than sell you the largest option. If a smaller package genuinely covers your requirement, that is what we will propose.
On-premise PBX
Full control, one-time hardware cost
- PBX appliance or server
- Local survivability
- No per-seat monthly fee
- Ideal for stable headcount
Cloud / hosted PBX
Predictable monthly cost
- No on-site hardware
- Rapid seat scaling
- Built-in geographic resilience
- Ideal for growing or multi-site teams
Hybrid
Local + cloud
- On-premise core with cloud failover
- Remote and branch users on cloud
- Gradual migration path
How we work
A delivery method that removes surprises
Every engagement follows the same six stages. You always know which stage you are in, what has been agreed, and what is outstanding.
Discovery & site survey
We visit the site, understand how you actually work, and document the existing environment before proposing anything.
Design & proposal
You receive a written scope, a design, a bill of materials and a price — with assumptions and exclusions stated plainly.
Delivery & installation
Scheduled work with an agreed programme, minimal disruption to operations, and progress visibility throughout.
Testing & commissioning
Every device tested, every interface demonstrated, and defects closed before handover rather than after.
Handover & documentation
As-built drawings, device schedules, credentials and O&M documentation handed over in a structured pack.
Support & AMC
Ongoing maintenance, monitoring and helpdesk support under an annual contract with defined response targets.
Frequently asked
Questions we are asked most
In most cases yes. Number retention depends on your current telecom service and the arrangement with the licensed operator. We confirm what is possible before any migration is scheduled so there is no surprise on cut-over day.
Not always. Standards-based SIP handsets can usually be re-provisioned onto a new PBX. Proprietary handsets tied to an old system generally cannot. We audit what you have and tell you what is reusable before quoting replacements.
Voice is intolerant of jitter in a way that file transfers are not. Without a voice VLAN and QoS, a single large backup or video call can degrade every conversation on the floor. Getting the network side right is part of every PBX deployment we do.
Yes — selectively or across the board, with configurable retention and access control over who can play back recordings. You should confirm your own notification and consent obligations for recorded calls under applicable UAE regulations.
Related services
Often delivered alongside
Managed IT & AMC
Fixed-fee IT support that keeps your users working — remote helpdesk, scheduled preventive maintenance and on-site engineers under one annual maintenance contract.
Read moreCCTV & Surveillance
IP surveillance designed around what you actually need to see — correct camera selection, honest storage sizing, and a system that still works two years after handover.
Read moreAccess Control & Attendance
Control who goes where, and know who was on site — card, PIN, biometric or mobile credential, with attendance data your HR team can actually use.
Read moreLet's scope it properly before anyone quotes a price.
Tell us what you are trying to solve. We will survey the site, put a written scope and design in front of you, and price it with the assumptions stated plainly.