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VirtualPBX Review

Product: VirtualPBX
Type: Professional & Office

Rating:
Customer Rating:

Reviewed by:
on: May 12, 2017

Entry Price: $7.99/mo

VirtualPBX Pros and Cons

Pros

  • NEW: Unlimited Minutes on NEW UNLIMITED Plan
  • FREE VoIP Phones on ALL plans (with annual payment)
  • True and most extensive ACD Queueing
  • Call identification (business vs personal)
  • International Virtual Numbers
  • NEW: FREE Call Recording
  • Conferencing for each extension owner
  • NEW: 2 or 3 phone numbers included with each plan

Cons

  • No “click to call” or “call from web” functionality

VirtualPBX Pricing

Dash Basic (Starting at $12.99)
Most Economic Dash Basic is a great plan for businesses with tight budgets
Reliable Built on same Dash Plans platform

Dash Pro (Starting at $26.99)
Flexible Plan most resembling other Dash offers, but with more flexibility on minutes and expandability
Minutes Increased pool of minutes and local/toll-free numbers

Dash Unlimited (Starting at $34.99)
Flexible Unlimited Continental U.S./Canada & 1000 Toll-Free Minutes
Minutes 3 local or toll-free phone numbers included

VirtualPBX Dash

Route calls to any cell phone or land line for a low cost per minute. What a business class VoIP phone to take calls on when you are in your office? You can get at least 1 free VoIP phone with any plan, and up to a max of 4 free VoIP phones absolutely FREE! Never be out of touch with clients or customers with advanced call routing, free conference calling, and never full mailboxes!

Detailed Features VirtualPBX

VirtualPBX is headquartered in San Jose, California and founded in 1997. There is no disputing that VirtualPBX has been doing this longer than any of the other vendors, and because of this they definitely provide the most reliable, redundant, and extensive, feature rich product – and now all of it, at very affordable prices.

Setup/Installation FeeNo
Cancellation/Deactivation FeeNo
Free TrialYes, VirtualPBX Offers 30 Day Free Trial
Customer Service24/7 Excellent, In-House (provided by company employees)
Included Minutes (Dash)Basic: 1,000/mo
Pro: 2,500/mo
Unlimited: Unlimited continental U.S., 1,000 toll free/month
Overage Minutes (Dash)Basic: 4.9¢
Pro:4.4¢
Unlimited: 3.9¢ (if over fair usage policy)
Included Phone NumbersTwo: 1 Local plus 1 other inbound number (local or toll free) included in all plans
Cost for Additional Phone Numbers$5.00/each per month
Extensions (Dash)Unlimited
Local and Toll Free Transfer Fee$25 - one time fee
Vanity Number Fee$25 - one time fee
True 800 Number Fee$25 - one time fee - but not always available

What We Like About VirtualPBX

Quality and Reliability:

Because VirtualPBX has been doing this longer than anyone else in the space, they definitely have the Quality and Reliability down to a science. Reliability is not going to be an issue for you with VirtualPBX, but again, don’t overlook that this may come at a cost.

True ACD Queueing:

VirtualPBX definitely defines what True ACD Queueing is, and probably should be at this point. They started it, and by far have the most extensive functionality in this arena. If you need true ACD Queueing and it’s critical to your business, then VirtualPBX will be a the very top of your short list of vendors. NEW: ACD queues are now free on all Flat Rate Plans. Previously cost $15/mo.

Caller Identification:

When a call is sent to your cell phone via VirtualPBX’s auto attendant, the auto attendant identifies the call as a “business” call so that you know to answer it differently than you would a normal personal call to your cell phone.

FREE Phones with Each Plan:

If you sign up for the annual pricing plans, then you can get free VoIP Phones. There is no other virtual phone service that offers free phones without a special promotion.

Call Recording:

Free call recording provided on every plan. Call recording can be be configured so it’s automatic for all calls or manually started by pressing #9. Call Recording can be configured at the extension level and the ACD queue level.

Conference Bridge:

Each extension owner can have their own conference call going on at the same time complete with real-time web monitor showing the caller ID and login time for each attendee to the conference call. A conference log report shows the different attendees for each conference call.

Detailed Reporting:

Full repots showing all call activity. All Reports can be exported to CSV file for easy manipulation.

International Virtual Numbers:

Virtual PBX now offers local numbers in other countries. This can benefit your business if you have a customer base, or even employees in another country that you need to communicate with on a regular basis. By adding an International Virtual Number you can totally eliminate the international calling rates to/from that country.! Your customers in the UK for example, could call you without additional charges to them, and reach any of your locations. The same thing applies to any employees you might have in that country – you can now communicate with them any time you need without incurring huge international phone bills. VirtualPBX and Phone.com are the only two merchants to offer this ability.

NO Activation Fee:

Kudos to VirtualPBX! As of November 18, 2008 they have eliminated their $25 Setup/Activation and all upgrade fees! Plus are now offering a Trial Period. We feel this now makes them a “real” offering to the very small/small business market, and a “real” competitor in this space. The only time you will pay a fee is if you want an expedited upgrade – then you’ll pay the $25. If you want VoIP phones, then you will also pay a one-time shipping and handling fee of $12.99 per device ordered for their Polycom IP phones. This is fairly standard, however and most or the merchants we review charge some kind of fee for activating and shipping their VoIP phones. You however do not have to purchase these phones from VirtualPBX but if you do, they come pre-configured and ready to plug in and go!

What We Don’t Like About VirtualPBX

No “Click-To-Call/Call-From-Web” Functionality:

As of now, VirtualPBX does not offer the ability to add a button or icon to your website that would allow your visitors to call you directly from their PC, by clicking the “call” button.

VirtualPBX Review Summary

Since VirtualPBX has completely redone their pricing, removed their setup/activation fees, and gone to a 30 day free trial they are now a great option in our list of providers, especially if you need true ACD Queueing and the newly added outbound internet faxing!

All in all, if you are in the small business space and find that some of the more advanced features such as the true ACD Queueing are appealing to you, and you want the complete confidence of VirtualPBX’s reliability, you can now get all of this at reasonably priced plans!

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Christina Sterling

Editor at VirtualPhoneSystemReviews
Christina is the chief editor at VirtualPhoneSystemReviews.com. In her spare time she is also a web developer and a small business owner. She loves camping, traveling, and all things VoIP related.

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VirtualPBX Review Average Customer Rating: 3 from 14 ratings

VirtualPBX Review Customer Reviews

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  1. says

    Subject:
    VirtualPBX Review
    Rating: 5

    I have been using virtualpbx for about half a year now for my Architectural practice start up.

    I wanted to test it all out before leaving a review. We use the system with a couple of phones, including bria softphones and a linksys VOIP desk phone.

    The service and support so far has been exceptional. Using the softphone on android or iOS requires a very strong data signal. With a few bars 4G, it is clear and no lag. If data slips at all, expect issues, and contrary to what you will read trying to use 3G service is possible but not good quality.

    Setup took some time to get just right, but that is because they offer a host of options and possibilities. I prefer this, with some learning curve, than being limited.

    Overall, its a great service and I look forward to a long relationship with the company.

  2. says

    Subject:
    VirtualPBX Review

    I signed up with trial but not happy with the options i see, i have following questions/concerns
    before i cancel the service in trial or activate the service.

    If anyone can help me i will be delighted.

    1) can i disable auto attendant? so caller will be transferred to my cell phone directly like a direct dial number ?

    2) It is possible that auto attendant announces the greeting and transfer the call to what ever extension/number i configure without saying (transferring the call) with out music and just ringing.

    3) Can i disable your system voicemail and use my own voicemail ? for example if call is forwarded to my cell phone and if my cell phone voicemail is activated your system let it go to my cell phone voicemail rather having to leave message on your system voicemail ?

    4) I also don’t see any proper option to view call log or minutes used or minutes remaining in my plan.

    Please answer the questions above so i can decide if your system is compatible for my business needs or not.

    thank you

    • says

      Hello Kamran,

      Thank you for trying Virtual PBX. I would be happy to answer your questions.

      1. We can help you disable the auto-attendant greeting. In fact there’s a couple ways to do that — ring the phone number directly to your Virtual PBX extension. Or better yet, you can ring the phone number to the ACD Queue that you get free with the system, which allows you to queue up inbound callers.

      2. We can also help you disable what’s called the “extension transfer message” (please hold while your call is transferred). At that point, we are putting the caller on hold and dialing out to find you on your cell phone. We can help you adjust your on-hold music to just play ring tones as well.

      3. By default, all voicemail is on your Virtual PBX extension. However there is a setting, called Direct Connect, configured on a contact phone by phone basis, that allows the caller to just be connected to the contact phone as soon as we receive the “off hook” signal from your cell phone carrier — as soon as you answer your cell phone or your cell phone voicemail kicks in, the caller is connected. Please be aware that this bypasses the voicemail-to-email feature of forwarding the voicemail message to your email as a WAV file.

      4. There’s a couple of ways to see minutes used. The best report is the “Minutes Used” report in the vBilling portal that shows you the minutes you’ve used in the system from your last billing cycle date. We also have 17 different reports under the “Reports” link at the top of the vConsole portal that allows you to view the different call data.

      We would to help you further. Please contact me directly by asking for me via the Sales line, or you can talk to any of our Sales agents at 888-825-0800, option 1. Alternatively, our Sales team is available at sales@virtualpbx.com. We look forward to working with you!

      Regards,

      John Coyle
      Virtual PBX Sales

  3. says

    Subject:
    VirtualPBX Review
    Rating: 4

    Virtual PBX is awesome I moved from freedom voice and Virtual PBX has way more control and options. The price is competitive and you get what you pay for. Only issue I found is with faxing some images did not take. Overall better than other comparable services.

  4. says

    Subject:
    VirtualPBX Review
    Rating: 5

    I have been a customer of VPBX for a number of years, and have watched the feature set grow over time. I have been impressed with their attention to ease of use by road warriors, as well as incorporation of innovative features such as the ability to have your VPBX call you overseas to enable calls at US rates. Their support of VoIP and softphones (Bria on iPhone) has been a very useful feature for us. Integrated conference calling and clear billing statements make VPBX a powerful and cost-effective business tool. If you are looking for a serious business tool, try this one. In my experience, support issues are handled quickly, and the web-based interface makes administration of various options straightforward and quick. The phone-based interface is more cumbersome, but it is available to manage the system when away from a computer. I find VPBX to have the best business feature set from a real user’s perspective.

  5. says

    Subject:
    VirtualPBX Review

    I have been disconnected from callers on several occassions. I have not been able to pick up a test voicemail I left, nor some messages left by others. Some calls are routed to me and then disconnected.

    I requested help in the beginning but gave up because the answers didn’t change anything

    At least someone tried.

    • says

      Hello Susan,

      I’m very sorry that you’ve experienced these issues. That is definitely not the norm. I would be happy to step in and see how I can help. I would like you to please get back to me directly by calling in to our main number (888-825-0800) and asking for my extension. I look forward to working with you and resolving your issues.

      John Coyle
      VP Sales & Business Development
      Virtual PBX

  6. says

    Subject:
    VirtualPBX Review
    Rating: 5

    We were using Comcast’s VOIP service for years, but were getting to a point where we couldn’t add more lines to that service. I therefore started researching hosted PBX solutions and decided to sign up for three different ones and try them all out for a month before deciding. The three providers I tried were RingCentral, Ringio and Virtual PBX. In the end I went with Virtual PBX because they were the only ones that provided the ability to record all calls – which we need for training purposes.

    Today we have over 25 phones running on Virtual PBX and are very happy with the stability, call quality, and cost savings over Comcast.

  7. says

    Subject:
    VirtualPBX Review
    Rating: 5

    We have been using this service for the past one and a half years and I have been nothing but impressed with the options and services offered.
    I own a small retail store, and we really didn’t need an advanced system like this, but it came highly recommended since we tend to travel a bit and attend conventions about our industry. I didn’t want to have to return to a ton of voicemails waiting for me.
    I can have calls routed to whatever number I have stored in the system, which is great for us.

  8. says

    Subject:
    VirtualPBX Review
    Rating: 1

    My experiences definitely echo Jake’s. Your VirtualPBX interface is really antequated, takes about a month just to learn it, and customers are treated horribly. I’ve also emailed 7-8 emails recently, each referencing the last saying HOW NO ONE ANSWERS THEIR EMAILS!!!!!!!! at VirtualPBX.com. Support DOES suck. We even had to complain about Shawn in support (who quickly turned into a Josh lol). Would definitely AVOID!!! Esp with so many competitors out there like Phone.com, RingCentral, Virtual Call System, Grasshopper, uReach, Halloo, and a dozen others. Had the same problems. Who wouldn’t pay a couple extra bucks a month not to deal with this? WAKE UP! We’re in a recession. Those who provide the lowest quality service will quickly find themselves submerged in debt as their customers fall off. The quality of the uploaded outgoing messages sounded like trash on their servers by the time customers heard them. And the customer SUPPORT is MIA. Don’t be fooled by the bogus yes-man here. It’s mock “pretend we care”. Same goes for their sales department. Sending bogus “how we doing?” emails but never answering their own responses!! FUNNY…if it weren’t true. Just remember, if the phone’s not ringing, that’s us not calling on you anymore. The good news? We now know what we DON’T want from a Virtual PBX / IVR / autoattendant.

    • says

      Hello Mr. Winkerman,

      We sincerely apologize for the problem you had in getting the response you wanted to your emails. We’re looking into the problem you had and would like to contact you for more detail. For all of our 15 years of operation, we have worked hard to provide the best support in the industry, and are well known by our clients as having outstanding service. Our first rule at Virtual PBX is “customer issues transcend all others”. We have our own dedicated support team located at our company’s headquarters rather than outsourcing, just so we can keep on top of issues like yours.

      We take your feedback very seriously and would like to continue to work with you. Please feel free to call into our main number at 888-825-0800 and press option 1 for sales or 2 for support. You can ask for me directly and I’ll personally help get your issues resolved.

      John Coyle
      VP of Sales

  9. says

    Subject:
    VirtualPBX Review

    Hello Mr. Anson,

    We apologize for the lack of response from our Support team. We take feedback like this very seriously and would like to continue working with you to resolve your needs.

    We are growing very rapidly and trying to staff accordingly. Unfortunately this has resulted in some customers not being supported in a timely fashion. We are continuing to work on our support processes to meet and exceed our customer’s expectations and solve their support needs..

    Should you have any more concerns, please feel more than free to contact me directly. When you call in, just ask for me.

    John Coyle
    VP of Sales

  10. says

    Subject:
    VirtualPBX Review
    Rating: 1

    I have had so many issues with this company in terms of the product and support. First of all, when I send an email to support, they do not respond (Other than the standard message that they received my email). It took 3 emails, 2 calls and 3 weeks for them to change my on hold marketing messages. All I wanted was for them to update my holiday message and by the time they updated the message, the holiday came and went.

    Their Polycom phones are not fully supported, e.i. you can’t transfer to another phone by using function keys that come with the phone. Today, calls won’t go through, called time and got voicemail. Left message and have not received a call back. This is late on Friday and I’ll probably go all weekend with phone problems without support. If you need your phone system to just work, stay away from this company!!!

    • says

      Marcel,

      The head of our support team will contact you tonight to help solve the technical issues you’ve encountered.

      Speaking as the COO of Virtual PBX, I take the shortcomings you pointed out very seriously and will address them with our team. We are in the process of expanding our support team and improving their processes in order to deliver the best possible service in our industry.

      But, thats no excuse. I apologize for the frustrating experience you had and hope you allow us to make it right.

    • says

      UPDATE:
      The reliability of VirtualPBX continues to be an issue. In July I had the following incidents:

      Sat. 7/14/12- System was down for outbound calls for 30-45 minutes. I called on Monday morning and spoke with a women in support that was not aware of any outages. She put me on hold nad confirmed with the technical staff that an outage did occur.

      Thu 7/19/12- My customers were receiving a message that my phone number was no longer in service for about 1.5-2 hours. I confirmed with the help line that there was a carrier outage.

      Sat 7/28/12- My call center staff came in at 8 am and the phones did not work until 11:15am. I was out of town and did not have a chance to call support to confirm there was an issue.

      • says

        Marcelo,

        We apologize for the issues that you experienced. Please know that we take these issues seriously. We have already made changes to some internal processes as well taken steps to eliminate the root cause of the issue. We are continuing to monitor all of our systems as we make these adjustments and please rest assured we are doing everything within our power to ensure that we do not have further problems through the changes.

        Please contact me directly if you have any questions at (888) 825-0800 and ask for my extension.

        John Coyle
        VP of Sales

  11. says

    Subject:
    VirtualPBX Review
    Rating: 3

    Nice enough.
    Set up was rather frustrating, but no more so than other Virtual hone Systems companies I tried.
    In the end, I gave up on VirtualPBX because they do not support submenus.

  12. says

    Subject:
    VirtualPBX Review
    Rating: 4

    I have tried most companies out there, but I really like this one. The next on the top of my list however would be Nextiva.

  13. says

    Subject:
    VirtualPBX Review
    Rating: 2

    VirtualPBX does not allow to upload custom greetings.
    Very disipoiting! This is usualy a default feature on all PBX system.

    • says

      Hello Alex,
      You may want to contact your account manager, because this is not correct. VirtualPBX most definitely does allow you to record and upload your own custom greeting. http://www.virtualpbx.com

      Please make sure you contact virtualpbx support or your account manager and have them walk your through it.

      Best,
      Lynn
      Virtual Phone System Reviews Team

  14. says

    Subject:
    VirtualPBX Review
    Rating: 4

    One negative I do find is lack of an online forum. I find online forums to be a great tool for discussion and troubleshooting. I would highly recommend VirtualPBX to look into adding this to their site.

  15. says

    Subject:
    VirtualPBX Review
    Rating: 5

    I’ve recently signed up with Virtual PBX. I’ve been quite impressed so far. I ported a local number and it was active within 1.5 weeks. The few glitches that have come up have been addressed very quickly. Wait time to support has been less than 2 minutes. As of now, I recommend the service….just wish they would launch outbound fax so I could cancel my MyFax account.

    • says

      Hello Tarch,
      Feb 18, 2011
      Our inbound and outbound faxing is now in public availability. It is no longer in Beta.

      VirtualPBX now offers inbound and outbound faxing as part of every plan. This is an included feature with no additional cost for upto 100 faxes a month.

      Hope this helps

      Paul Hammond