PortSIP Knowledge Base
  • PortSIP Communications Solution
    • What is PortSIP?
    • The Advantages of PortSIP PBX vs. Other PBXs
    • Cloud PBX Empowering Service Providers
    • Simplifying Unified Communications with WebRTC and SIP
    • What is CPaaS? Communications Platform as a Service Explained
    • UCaaS is Unified Communications as a Service
    • PortSIP PBX Administration Guide
      • Overview
      • PortSIP Security Features
      • Summary of Changes
      • Before Started
      • 1 Installation of the PortSIP PBX
        • Installation of PortSIP PBX v22.x
          • Install PortSIP PBX on Linux
          • Install PortSIP IM Server on Linux
          • Install PortSIP PBX on Windows
          • Upgrade to the Latest Version Within v22.x on Linux
          • Upgrade to the Latest v22.x on Windows
          • Upgrade v16.x to the Latest v22.x on Linux
        • Installation of PortSIP PBX v16.x
          • Upgrade to the Latest v16.x Release
      • 2 Configuring the PortSIP PBX
      • 3 Tenant Management
        • Password and Sign-In Security
      • 4 Phone Device Management
        • Managing Phones
        • Auto Provisioning Security
        • Custom IP Phone Template
        • Bulk Importing Users and Auto Provisioning IP Phones
        • Zero Touch Provisioning Phones
        • Provision Phone Using PnP
        • PnP Auto Provisioning IP Phone Multicast Debug
        • Provision Phone Using RPS
        • Provision Phone Using DHCP Option 66
        • Provision Phone Using TFTP
        • Provisioning Cisco 79xx IP Phones
        • Provision Fanvil DECT IP Phones
        • Provision Yealink DECT IP Phones
        • Provision SNOM DECT IP Phones
        • Configuring Private RPS Account
      • 5 User Management
        • Users
        • How to Configure the Endpoints?
        • User Groups
        • DND and Automatic Callback
        • Speed Dial 8
        • Speed Dial 100
      • 6 Transport Management
      • 7 Trunk Management
        • Configuring SIP Trunk
        • Handle Outbound Calls Through SIP Trunk
      • 8 Call Route Management
        • Configuring Inbound Rule
        • Configuring Outbound Rule
      • 9 Configuring PortSIP SBC
        • Topology
        • Summary of Changes
        • Installation PortSIP SBC v11.x
        • Installation PortSIP SBC v10.x
        • Configuring PortSIP SBC for WebRTC
        • Upgrade to the Latest v11.x Release
        • Upgrade to the Latest v10.x Release
      • 10 Configuring SBC for MS Teams
        • Architecture
        • Configuring Microsoft Teams
        • Configuring SBC and PBX
        • Configure an SBC for Multiple Tenants
      • 11 Deploy the SBC Cluster
      • 12 Configuring Virtual Receptionist
        • Managing Virtual Receptionist
        • Visual IVR Editor Guide
        • Direct Inward System Access (DISA)
      • 13 Configuring Ring Group
      • 14 Call Parking
        • PortSIP Call Parking Feature
        • Using Call Parking Feature
        • Using Enhanced Call Park on Fanvil IP Phones
        • Using Enhanced Call Park on Yealink IP Phones
        • Using Enhanced Call Park on Grandstream IP Phones
        • Using Enhanced Call Park on SNOM IP Phones
        • Using Enhanced Call Park on Dinstar IP Phones
        • Using Enhanced Call Park on Htek IP Phones
      • 15 Shared Voicemail
      • 16 Call Queue
        • Configuring Call Queue
        • Configuring Queue Callback
        • Agent States and Work Modes
        • Skills-Based Routing
        • Silent Monitoring
        • Wallboards
      • 17 Roles and Permissions
      • 18 E164 Number Processing
      • 19 Billing
      • 20 CDR and Call Recordings
        • CDR
        • Call Recordings
        • CDR Field Descriptions
      • 21 Call Reports
      • 22 Dealers
      • 23 Feature Access Codes
      • 24 Call Pickup
      • 25 Meetings
        • Joining a Meeting with the Invite Link
      • 26 Hot Desking
      • 27 STIR/SHAKEN
        • Configuring STIR/SHAKEN
      • 28 Digital Engagement Channels
        • SMS Channel
        • WhatsApp Channel
        • Manage SMS/WhatsApp Message Conversations
      • 29 Integrations
        • Microsoft 365 Integration
        • Google Workspace Integration
      • 30 Office Hours and Holiday Schedule
        • Configuring Office Hours and Holiday Schedule
        • Routing Calls Based on Office Hours and Holidays
      • 31 Configuring Email Notifications
      • 32 Night Mode
      • PBX and SIP Trunk using PortSIP SBC
      • SIP Header Manipulation
      • Rebranding PortSIP PBX, SBC
      • System Service Extension Numbers
      • Certificates for TLS/HTTPS/WebRTC
        • Preparing TLS Certificates
        • Update Certificates
      • Backup and Restore: An Essential Guide
        • Backup and Restore PortSIP PBX
        • Backup and Restore PortSIP SBC
      • Storing Into AWS S3
      • Storing Into Azure Blob Storage
      • Trace Server - A Better Way to Monitoring SIP Messages and QoS for PortSIP PBX
    • Configuring SIP Trunks
      • QuestBlue SIP Trunk
        • Purchase a DID on QuestBlue Platform
        • Configuring QuestBlue IP Authentication Trunk
        • Configuring QuestBlue Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • QuestBlue SMS Integration
      • Twilio SIP Trunk
        • Purchase a DID on the Twilio
        • Configuring Twilio Register Based Trunk
        • Configuring Twilio Interconnect Trunk
        • Configuring Outbound & Inbound Calls
        • Twilio SMS Integration
      • Telnyx SIP Trunk
        • Purchase a DID on Telnyx Platform
        • Configuring Telnyx IP Authentication Trunk
        • Configuring Telnyx Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Telnyx SMS Integration
      • Vonage SIP Trunk
        • Purchase a DID on Vonage Platform
        • Configuring Vonage IP Authentication Trunk
        • Configuring Vonage Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Vonage SMS Integration
      • VoIP.ms SIP Trunk
        • Purchase a DID on VoIP.ms
        • Configuring VoIP.ms Register Based Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP.ms SMS Integration
      • Voxtelesys SIP Trunk
        • Purchase a DID on Voxtelesys Platform
        • Configuring Voxtelesys IP Authentication Trunk
        • Configuring Voxtelesys Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Voxtelesys SMS Integration
      • Wavix SIP Trunk
        • Purchase a DID on Wavix Platform
        • Configuring Wavix IP Authentication Trunk
        • Configuring Wavix Digest Trunk
        • Configuring Outbound & Inbound Calls
        • Wavix SMS Integration
      • VoIP Innovations SIP Trunk
        • Purchase a DID on VoIP Innovations Platform
        • Configuring VoIP Innovations IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP Innovations SMS Integration
      • Bandwidth SIP Trunk
        • Purchase a DID on Bandwidth Platform
        • Configuring Bandwidth IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Bandwidth SMS Integration
      • Flowroute SIP Trunk
        • Purchase a DID on Flowroute Platform
        • Configuring Flowroute IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Flowroute SMS Integration
      • Gamma SIP Trunk
      • Aire Networks SIP Trunk
      • VoiceMeUp SIP Trunk
        • Configuring VoiceMeUp Trunk
        • VoiceMeUp SMS Integration
    • PBX Cluster (v22.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
    • High Availability (v22.x)
      • High Availability and Sclability On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
        • Scaling Servers On-Premise for High Availability
        • Scaling SBC On-Premise for High Availability
        • Scaling IM Server On-Premise for High Availability
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installation
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for High Availability
    • PBX Cluster(v16.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
      • Configuring Cluster Servers for High Availability
    • High Availability (v16.x)
      • High Availability for On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installations
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for HA
    • FAQ
      • Troubleshooting Call Issues
      • How to Activate License key?
      • What File Format Is Required for PortSIP PBX Prompt?
      • What is the Multi-Tenant PBX?
      • Is the PortSIP PBX built on Asterisk, FreeSwitch?
      • What is the SBC?
      • What is the PBX? Features, Benefits
      • What is Direct Inward Dialing (DID)?
      • What is the DID Pool?
      • What are IP Phones Work with PortSIP PBX?
      • Hardware Specifications
      • How to Adjust the REST API Rate Limit?
      • SIP Status Code of Response
      • What is SIP ALG and Why You Need to Disable It?
      • Essential Factors for Choosing a Could PBX Solution
      • Migrate from legacy FCM APIs to HTTP v1 for Android Push Notifications
      • PortSIP SDK License Agreement
      • PortSIP Software End-User License Agreement
  • Apps Guides
    • PortSIP ONE Desktop App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Click to Call
      • Calling from Another Device
      • Change Your Call Queue Status
    • PortSIP ONE Mobile App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Change Your Call Queue Status
    • PortSIP Softphone
  • DEVELOPING WITH PORTSIP
    • Getting Started
    • Calling APIs
      • User Manual for Windows
      • User Manual for iOS
      • User Manual for Android
      • User Manual for macOS
    • REST APIs
      • Version 22.2
        • Get Started
          • Schema
          • Authentication and Authorization
          • HTTP verbs
          • Summary Representations
          • Resource ID
          • Query Options Overview
          • Detailed representations
          • Timezones
          • API Response
          • Error Handling
          • Resource Synchronization
          • Personal Contacts Synchronization
        • Authentication
        • Administrations
        • Extensions
        • Authentication
        • Tenants
        • Call Queues
        • Billing
        • CTI
        • Call Sessions
        • Call Detail Records
        • Conference
        • Contact
        • Emergency Numbers
        • Extensions
        • Files
        • Blobs
        • Trunks
        • Inbound Rules
        • Outbound rules
        • Virtual Receptionists
        • Media Server
        • MOH
        • Automatic Callback
        • Auto Provisioning
        • Push Notification
        • Ring Groups
        • Shared Voicemails
        • Security
        • Feature Access Codes
        • Voicemails
        • Call Park
        • Call Pickup
        • Hot Desking
        • External Message
        • Notification
        • Troubleshooting
        • Microsoft 365
        • Models
      • Version 22.1
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
              • Test email
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • External messages
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
            • Call queues
              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Calllogs
          • External messages
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Ms365
            • Certificate
            • Users
          • Google
          • Admin
            • Status
            • Username
            • Password
            • Settings
            • Notification
              • Test email
            • Ms365
              • Certificate
            • Google
          • Templates
            • Phones
              • Destroy
        • Specification
      • Version 22.0
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
            • Call queues
              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Test email
          • Ms365
            • Certificate
            • Users
          • Admin
            • Status
            • Username
            • Password
            • Settings
            • Notification
          • Templates
            • Phones
              • Destroy
        • Specification
      • Authentication
      • Accessing CDRs and Recordings
    • Call Control APIs
    • Messaging APIs
      • Protocol
      • API Examples
    • WSI: Pub/Sub
    • Webhook Events
      • Registering a Webhook
      • Receiving Events via a Webhook
      • Event Reference
    • Mobile Push Notifications
      • How Do Push Notifications Work with PortSIP PBX?
      • Integrating the Push Notifications in Native iOS APP
      • Integrating the Push Notifications in Android APP
  • PBX v12.x (EOL)
    • PortSIP PBX v12.x is EOL
    • High Availability
      • PortSIP PBX High Availability
      • UCaaS High Availability
      • Deploy the PortSIP PBX HA on AWS
      • Deploy PortSIP PBX HA for CentOS
      • Deploy PortSIP PBX HA for Ubuntu
      • Migrate the HA data
    • Push Notifications
      • How do push notifications work with PortSIP PBX?
      • Implement the PUSH notifications in Xamarin iOS APP with PortSIP PBX 12.x
      • Implement the PUSH notifications in native iOS APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Android APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Xamarin Android APP with PortSIP PBX 12.x
    • Tutorials
      • REST API Examples
      • Trace server - A Better Way to Debug PortSIP UC
      • Setup SSL Certificates for HTTPS/WebRTC
      • Going Real-Time with PortSIP PBX Pub/Sub
      • Upgrade PortSIP PBX for offline
      • PortSIP UC Architecture
      • PortSIP PBX Features
      • PortSIP Security Feature
      • Hardware Specifications
      • Setup PortSIP PBX for Linux
      • Upgrade PortSIP PBX
      • Upgrade PortSIP PBX v12.x to the v12.8.7
      • Add Extended Media Server
      • Store the recording files to AWS S3
      • Configure Notifications for Kubernetes
      • Rebranding PortSIP PBX
Powered by GitBook
On this page
  • How Does CPaaS Work?
  • Benefits of CPaaS
  • 1. Enhanced Customer Service and Engagement
  • 2. Easy Integration with Existing Apps
  • 3. Customizable to Your Needs
  • 4. Scalable for Business Growth
  • 5. Cost-Efficient
  • 6. Access to Advanced Communication Features
  • 7. Improved Agent Experience in Contact Centers
  • 8. Enhanced Customer Experience
  • CPaaS vs. UCaaS
  • 1. Core Differences
  • 2. Integration vs. All-in-One
  • 3. Flexibility and Customization
  • 4. When to Choose CPaaS vs. UCaaS
  • UCaaS and CPaaS in One Solution
  • Key CPaaS Functions
  • 1. Outbound Voice Calls
  • 2. Inbound Call Routing
  • 3. WebRTC-Based Calling
  • 4. Text Messaging (SMS)
  • 5. Instant Messaging
  • 6. On-Demand SIP Trunking
  • 7. Multimedia and Video Messaging (MMS)
  • 8. Social Media Messaging
  • 9. Number Masking
  • Types of CPaaS Providers
  • 1. Developer CPaaS Providers
  • 2. Enterprise CPaaS Providers
  • Choosing Your Ideal Communication Setup
  1. PortSIP Communications Solution

What is CPaaS? Communications Platform as a Service Explained

PreviousSimplifying Unified Communications with WebRTC and SIPNextUCaaS is Unified Communications as a Service

Last updated 5 months ago

Communications Platform as a Service (CPaaS) is a cloud-based model that allows businesses to seamlessly integrate advanced communication features into their existing applications. By leveraging communication APIs (Application Programming Interfaces), CPaaS enables companies to easily incorporate functionalities such as voice, video, messaging, SMS, and data.

In today's highly competitive market, businesses are constantly seeking innovative ways to boost customer engagement and stay ahead of the curve. CPaaS is a game-changing technology that transforms how businesses communicate, offering a more streamlined process and delivering a superior customer experience.

CPaaS provides developers with a flexible, cloud-based middleware platform, complete with essential APIs and integrated development environments (IDEs). These tools make it easier to embed communication capabilities—such as voice, messaging, and video—into your applications, services, or workflows, all tailored to your unique business needs.

For companies already utilizing a cloud-based technology stack, CPaaS presents an attractive option for customizing their communications infrastructure. It gives businesses the freedom to design communication channels that best suit their needs, all while maintaining flexibility and control.

Unlike traditional virtual phone systems, where the technical setup is managed by the VoIP service provider, CPaaS requires a more hands-on approach. Developers have the power to build communication features from scratch, offering limitless customization but also demanding a certain level of technical expertise.

How Does CPaaS Work?

At its core, CPaaS operates through communication APIs.

An Application Programming Interface (API) is essentially a set of functions that act as a bridge between two endpoints, such as devices or software applications, enabling them to communicate and interact effectively.

Take a ride-sharing app like Uber as an example. When you request a ride, CPaaS works behind the scenes to trigger various communication features. It sends you an SMS to confirm your ride, allows the driver to call you through the app without revealing phone numbers, and provides real-time updates on the driver's location via a map. This seamless communication experience is powered by CPaaS.

APIs typically use Voice over IP (VoIP) networks in the background to transmit data packets between these endpoints, enabling real-time communication.

Some examples of actions that trigger these API-driven interactions include:

  • Dialing a phone number to make a call

  • Sending a text message

  • Requesting the status of a package you're tracking

To successfully utilize CPaaS, businesses need developers experienced in building custom applications that interact with APIs. Additionally, the devices and software involved must be able to communicate with API endpoints to enable smooth exchanges.

Benefits of CPaaS

CPaaS offers numerous benefits that make it a valuable investment for businesses, especially in enhancing communication and customer service. Here are some key advantages:

1. Enhanced Customer Service and Engagement

CPaaS has become a game-changer in the world of customer service—and for good reason. It allows businesses to offer real-time communication between clients and representatives, all without requiring customers to navigate away from the website or dial multiple numbers. This seamless experience builds trust and strengthens relationships with customers, helping you grow a loyal client base. Customers get quick answers to their questions without hassle, while your team can resolve issues efficiently and better understand customer needs.

2. Easy Integration with Existing Apps

One of the standout advantages of CPaaS is how effortlessly it integrates into your existing applications. Since it primarily uses APIs, CPaaS can be added to your app without compromising its integrity or requiring a complete overhaul of your systems. This streamlined integration means that you can enhance your app with minimal disruption.

3. Customizable to Your Needs

CPaaS offers unmatched customization options. Whether you need text messaging and video conferencing but not voice chat, or want to integrate interactive voice response (IVR) and multifactor authentication, CPaaS allows you to pick and choose the features that align with your business goals. This flexibility ensures you’re not paying for services you don’t need. Additionally, developers can modify APIs to tailor the solution even further to fit your specific needs.

4. Scalable for Business Growth

In addition to being customizable, CPaaS platforms are fully scalable. You can easily add new features, such as voice chat, or remove outdated functionalities as your business evolves. This scalability ensures that CPaaS can grow alongside your business, adapting to new demands without the need for major infrastructure changes. Whether you’re expanding services or responding to a surge in customer inquiries, CPaaS can support your needs effortlessly.

5. Cost-Efficient

CPaaS is highly cost-effective. Traditional communication systems require significant investment in infrastructure, maintenance, and personnel to manage them. With CPaaS, those costs are minimized. You pay a subscription fee based on the features you actually use, which allows for better budget control. This "pay-as-you-go" model also eliminates the need for hiring specialized developers to build a communications infrastructure from scratch, offering savings in both time and money. Think of it like subscribing to a streaming service instead of buying individual movies—you get access to a vast array of options without breaking the bank.

6. Access to Advanced Communication Features

One of the greatest advantages of CPaaS is the immediate access to a wide range of advanced communication tools without needing to build them in-house. Previously, businesses had to create their own infrastructure for these features, but CPaaS provides pre-built APIs that can be integrated effortlessly. This allows you to choose only the communication channels that suit your needs, instead of paying for bundled solutions with features you won’t use.

7. Improved Agent Experience in Contact Centers

CPaaS can significantly improve the efficiency and experience of your contact center agents. For instance, by integrating WebRTC, agents can make and receive calls directly through their browser, eliminating the need to switch between different apps. You can also add features like call recording to assist in agent training and ensure compliance. Additionally, incorporating analytics into workflows helps you track customer interactions and identify areas for improvement, leading to more informed decisions and better customer service.

8. Enhanced Customer Experience

By integrating communication features into your CRM, CPaaS helps agents stay within a single platform while managing customer interactions. They no longer need to leave the CRM to make or receive calls, which improves efficiency and reduces friction in customer interactions. Moreover, by offering voice, SMS, and online meetings, you allow customers to choose their preferred communication channel, further enhancing their experience. CPaaS allows businesses to adapt their communication strategies based on customer preferences, ensuring a more personalized and responsive approach.

CPaaS vs. UCaaS

Both Communications Platform as a Service (CPaaS) and Unified Communications as a Service (UCaaS) are cloud-based service models that cater to businesses of all sizes. However, there are key differences between the two, particularly in how they integrate into business operations and deliver communication services.

1. Core Differences

While both CPaaS and UCaaS offer communication services, their approach is quite distinct. UCaaS consolidates all your business communications—voice, video, messaging, and collaboration tools—into one unified platform. It provides a ready-to-go, all-in-one solution, making it a great option for businesses seeking a straightforward communications platform.

On the other hand, CPaaS enhances existing business applications by enabling the integration of communication features such as voice, video calling, and messaging through APIs. Rather than offering a pre-built platform, CPaaS allows developers to embed specific communication capabilities directly into their software, making it a highly customizable and flexible solution.

2. Integration vs. All-in-One

One of the biggest distinctions between CPaaS and UCaaS is how they integrate with your business processes:

  • CPaaS gives you the ability to embed real-time communication features within your existing business applications. By using APIs, you can integrate voice, messaging, video, and other features into applications like your CRM or sales software. This provides a more tailored and seamless experience for your business and customers, as communications are embedded directly within your workflows.

  • UCaaS, on the other hand, delivers a comprehensive, unified communication platform that runs alongside your existing applications. It doesn't require deep integration with your software and offers businesses a pre-packaged solution for managing communication tools in one place. This makes UCaaS ideal for organizations looking for an easy-to-deploy communication system without the need for custom development.

3. Flexibility and Customization

For businesses looking for flexibility, CPaaS stands out. It allows you to choose the specific communication features you need and integrate them into your own software solutions. This level of customization makes CPaaS ideal for businesses that want to craft communication experiences that are highly specific to their operational requirements.

In contrast, UCaaS is perfect for businesses that need a robust, all-in-one platform but don’t require the customization that CPaaS offers. UCaaS is often favored by companies that want a reliable VoIP phone system, video conferencing, and messaging tools in a single package without the need for additional development work.

4. When to Choose CPaaS vs. UCaaS

Deciding whether CPaaS or UCaaS is the right choice for your business depends on your specific needs:

  • CPaaS is best for businesses that require access to real-time, customizable communication features without the hassle of using an external platform. It's ideal for organizations that want to embed communication directly into their existing apps, providing a more integrated and efficient solution.

  • UCaaS, however, is the better choice for businesses that prefer an all-in-one, ready-to-use communication platform that consolidates all communication channels without the need for deep integration. This option works well for companies that want a simple, powerful communication system with minimal setup.

UCaaS and CPaaS in One Solution

Many organizations are now discovering the benefits of combining both CPaaS and UCaaS into one communications solution. UCaaS offers a unified platform for collaboration and communication tools, while CPaaS enables businesses to integrate individual communication features directly into their apps.

For example, companies like Portsip are known for leading the way in UCaaS, but they also provide robust CPaaS solutions. By combining the two, businesses can vastly improve their core applications—such as CRM or sales platforms—by adding powerful features like notifications, multi-factor authentication, and click-to-call functionality.

By leveraging both CPaaS and UCaaS, organizations can enjoy a top-tier communication system that integrates seamlessly with their apps while also benefiting from a unified platform that simplifies everyday communication and collaboration.

Key CPaaS Functions

CPaaS platforms provide a variety of APIs that allow businesses to enhance their communication capabilities. Whether you need voice, messaging, or advanced communication features like WebRTC, CPaaS offers the building blocks to integrate these functionalities into your existing business software. Below are the core functions that can be implemented with CPaaS:

1. Outbound Voice Calls

The Voice API enables seamless integration of outgoing calling into your communications stack. It’s highly scalable, allowing businesses to quickly add or remove phone numbers and adjust calling features as needed. This API is ideal for organizations that need to rapidly adapt to changing environments and scale their call capacity up or down with ease.

2. Inbound Call Routing

Inbound Call Routing simplifies the process of managing incoming calls using webhooks. When a call is received, a webhook is triggered, directing the system to follow specific instructions for routing the call. This feature allows businesses to streamline call handling by directing calls to the appropriate recipients—especially beneficial during peak seasons.

3. WebRTC-Based Calling

WebRTC (Web Real-Time Communication) is an open framework that enables real-time voice and video communication through web browsers and mobile apps. CPaaS platforms often include WebRTC capabilities, allowing businesses to embed voice and video features into their communications setup. This includes conferencing, call recording, encryption, and call queue management—all accessible without needing specialized hardware.

4. Text Messaging (SMS)

CPaaS SMS APIs allow businesses to send notifications, alerts, and other messages directly from their business number. You can also enable two-way messaging for customers to easily respond. SMS APIs support sending group messages, automating workflows, and tracking delivery and read receipts, making it a versatile communication tool for businesses.

5. Instant Messaging

Instant Messaging (IM) APIs enable real-time text-based communication, which can be integrated directly into your business applications or customer service platforms. Instant messaging offers an efficient way to engage with customers or team members in real time, allowing businesses to provide immediate support or internal communication without the need for phone calls or emails. IM APIs can be used to build one-on-one chat, group messaging, and even integrate chatbots to automate common inquiries.

Instant messaging is ideal for businesses looking to offer fast, responsive communication with customers or to improve team collaboration through internal chat systems. It can also be integrated with customer support tools or sales platforms to streamline interactions and reduce response times.

6. On-Demand SIP Trunking

SIP Trunking provides connectivity to an IP-based communications infrastructure, enabling voice over IP (VoIP) services. On-demand SIP trunking is flexible, allowing you to scale call capacity up or down based on current demand. The features available through SIP trunking will vary depending on the CPaaS provider, but it remains a critical component for handling increased call volume efficiently.

7. Multimedia and Video Messaging (MMS)

Some CPaaS platforms also support MMS (Multimedia Messaging Service), which enables businesses to send and receive images, videos, and other media files through their SMS API. Not all providers offer MMS functionality, so it's important to check if international MMS, media storage, file conversion, and file size limits meet your business needs when choosing a provider.

8. Social Media Messaging

CPaaS extends communication beyond traditional channels with social media messaging capabilities. Platforms like Facebook, X (formerly Twitter), and WhatsApp can be used to send multimedia messages, share locations, and automate customer support efforts. Businesses can leverage these channels to manage communications more efficiently, scaling customer engagement while providing modern touchpoints for customers.

9. Number Masking

Number Masking allows you to connect two parties—such as an agent and a customer—without exposing their phone numbers. This feature is crucial for protecting customer privacy, safeguarding sensitive information, and ensuring security during communications. With number masking, only the CPaaS platform has access to the phone numbers involved, preserving confidentiality for both parties.

Types of CPaaS Providers

CPaaS providers can be broadly classified into two main categories, based on the needs of their target audience and the services they offer:

1. Developer CPaaS Providers

Developer-focused CPaaS providers cater primarily to developers who are looking to build custom, single-purpose communication applications. These providers offer access to communication channels—such as voice, messaging, video, and more—through APIs and SDKs, allowing developers to integrate specific functionalities into their software.

The focus is on providing the necessary tools and last-mile connectivity to enable developers to send and receive communications efficiently. Instead of offering direct support, these providers typically offer comprehensive development resources, including documentation, code samples, and technical guides, allowing developers to build and manage communication features autonomously.

Developer CPaaS is ideal for businesses that have in-house development teams with the expertise to code, test, and deploy communication solutions tailored to their needs.

2. Enterprise CPaaS Providers

Enterprise CPaaS providers take a more holistic, business-oriented approach by offering a centralized platform that acts as an orchestration layer between communication channels and existing enterprise systems. This category of CPaaS provider facilitates the automation of end-to-end customer journeys, enabling seamless integration of communication capabilities into complex business workflows.

In addition to offering APIs and SDKs, enterprise CPaaS providers focus on rapid deployment, scalability, and ease of integration with core business systems like CRM, ERP, and customer support platforms. They also typically offer robust support services, ensuring that enterprises can quickly adapt their communications infrastructure to meet business needs without requiring heavy in-house development.

Enterprise CPaaS is ideal for organizations that prioritize seamless integration, speed, and support over the need for custom development from scratch. These providers are focused on enabling businesses to optimize their communication processes through streamlined, ready-to-use solutions.

Choosing Your Ideal Communication Setup

CPaaS solutions are powerful, scalable, and highly customizable, offering businesses the ability to enhance internal communication and elevate the customer experience. However, leveraging CPaaS to its full potential requires experienced software developers to create a communication infrastructure that meets your specific needs. With the right skills in-house, you can build a fully customized voice and messaging platform from the ground up.

, a leading provider of Unified Communications as a Service (UCaaS) and solutions, also offers a comprehensive CPaaS platform. With PortSIP, businesses gain access to and embedded communication technologies, making it easy to integrate voice, SMS, video meetings, data, and more directly into their business applications. From softphone app dialers for instant calls and texts to advanced data analytics for optimizing workflows, the possibilities for innovation are endless.

Built on our free communication APIs and the robust platform, CPaaS providers can run their real-time communications business with the same capabilities as large service providers like , , , , and . We provide a comprehensive solution that covers all your communication needs, with a fast deployment process that allows you to set up and start using the platform in minutes, no matter where you are in the world. Our ready-to-use technology delivers the shortest Time-to-Market, empowering you to launch your services in real-time.

PortSIP
cloud PBX
free communication APIs
PortSIP PBX
Nextiva
RingCentral
Vonage
Cisco
Dialpad