đź“ž Getting Started with Pickle Cloud PBX
Overview
Pickle Cloud PBX is a fully managed, cloud-based business phone system that replaces traditional on-premise phone
systems and analogue lines.
This article walks you through:
- What Cloud PBX is
- What’s included
- How setup works
- What you need before going live
- Common setup issues
- When to contact Pickle Support
If you’re new to Pickle Cloud PBX, start here.
What Is Pickle Cloud PBX?
Pickle Cloud PBX is a hosted phone system delivered over the internet using VoIP (Voice over IP).
Instead of maintaining phone hardware onsite, your phone system lives securely in the cloud and connects to:
- Desk phones
- Softphones (computer apps)
- Mobile apps
All devices share the same business phone number and features.
Cloud PBX replaces
- Analogue phone systems
- ISDN services
- On-premise PBX hardware
- Copper phone lines
What’s Included with Pickle Cloud PBX
Your Pickle Cloud PBX service includes:
- Cloud-hosted PBX platform
- User extensions
- Business phone numbers (or number porting)
- Desk phone and/or softphone support
- Voicemail with voicemail-to-email
- Call forwarding and transfers
- Auto Attendant (IVR)
- Business hours and holiday routing
- Disaster recovery call diversion
All core PBX infrastructure is managed by Pickle.
How Cloud PBX Works (In Plain English)
When someone calls your business number:
1. The call enters Pickle’s cloud phone platform
2. The system checks your call routing rules
3. The call is sent to:
- A desk phone
- A softphone
- A call queue
- An IVR menu
4. If unanswered, overflow or failover rules apply
Because the system is cloud-based:
- Staff can work remotely
- Calls aren’t tied to a physical office
- Moving locations doesn’t change your phone numbers
Devices You Can Use
Desk Phones
- Business-grade IP handsets
- Pre-configured by Pickle
- Plug-and-play (Ethernet + power)
- HD voice quality
Desk phones are ideal for reception desks, offices, and shared spaces.
Softphones (Computer Apps)
- Install on Windows or macOS
- Use a headset or laptop microphone
- Ideal for remote or hybrid staff
Mobile Apps
- Make and receive business calls on your mobile
- Caller ID shows your business number
- Works over Wi-Fi or mobile data
You can use multiple devices on one extension (for example: desk phone + mobile app).
Internet & Network Requirements
Cloud PBX relies on your internet connection.
Recommended minimums
- Approx. 100 kbps per concurrent call
- Low latency and jitter
- Stable connection
Best practice
- Business-grade internet
- Wired Ethernet for desk phones
- Quality router with QoS support
Pickle can assess your internet service if call quality issues occur.
Initial Setup Process
Step 1 — Number Setup
Pickle will:
- Assign new phone numbers or
- Port your existing numbers
Porting typically takes 10–15 business days.
Step 2 — Extension Setup
Each user receives:
- An extension
- Voicemail
- Assigned devices
Step 3 — Call Flow Configuration
This may include:
- Direct ringing
- Receptionist
- IVR (auto attendant)
- Call queues
- Business hours routing
Pickle can follow your provided call flow or help design one.
Step 4 — Device Provisioning
- Desk phones are shipped pre-configured
- Softphone login details are provided
- Mobile apps are activated
Step 5 — Testing
Before going live:
- Inbound and outbound calls are tested
- Voicemail is confirmed
- Routing rules are validated
Common Setup Questions & Issues
Calls aren’t ringing
Check:
- Internet connection
- Phone is powered and connected
- Extension is assigned correctly
- Business hours routing isn’t blocking calls
One-way or poor audio
Common causes:
- Wi-Fi interference
- Insufficient bandwidth
- Router issues
Try:
- Testing via Ethernet
- Closing other heavy internet usage
- Restarting modem/router
Voicemail not arriving
Check:
- Voicemail is enabled on the extension
- Email address is correct
- Spam folder
Softphone won’t log in
Confirm:
- Username and password
- Internet access
- Firewall isn’t blocking VoIP traffic
What Pickle Manages vs What You Manage
Pickle manages
- Cloud PBX platform
- Number provisioning
- Call routing configuration
- Feature changes
- Platform monitoring
You manage
- Internet connection
- Local network quality
- Power to devices
- Internal handset placement
When to Contact Pickle Support
Contact Pickle if:
- Calls fail despite basic checks
- Audio quality issues persist
- Call routing is incorrect
- Number porting needs review
- You want to change call flows or IVR
Include these details
- Account number
- Service address
- Extension or phone number
- Device type (desk phone / softphone)
- What’s happening vs what you expect
This helps us resolve issues faster.
Next Steps
If you’re setting up Cloud PBX for the first time, you may also want to read:
- Auto Attendant (IVR) Explained
- Call Queues vs Hunt Groups
- Porting Your Numbers to Pickle
- Troubleshooting Call Quality Issues