You are keeping a PBX
SIP trunking connects an on-premises PBX to 3CTel so new sites, apps and AI agents run in the cloud while the PBX keeps its extensions.
Beyond the standard plan
A phone system built around the way your business actually works.
Some businesses have a PBX they are not ready to retire, a regulator who cares about recordings, forty sites with different hours, or an agent behaviour nobody sells off the shelf. A custom deployment starts from those facts.
- Hybrid with an existing PBX over SIP trunking
- Bespoke call flows and AI agent behaviours
- Regulated-industry requirements handled with you
Example
Site A
Site B
Mobile
Your PBX or apps
3CTel SIP trunks
Call quality: HD
Carrier network
A custom deployment is a 3CTel phone system designed for requirements a standard cloud plan does not cover: hybrid operation with an existing PBX through SIP trunking, a dedicated tenant configuration, bespoke call flows and AI agent behaviours, custom number plans across regions, recording retention and access roles for regulated industries, multi-site rollouts and custom integrations. It is scoped in a discovery workshop, documented, built on a test number and piloted before cut-over.
When you need a custom deployment
You need a dedicated configuration
A private tenant with its own numbering, admin roles, recording policy and routing rules.
Your call flows are not standard
Priority handling for named accounts, region-aware routing, escalation ladders, or menus that change by campaign or season.
Your AI agent needs its own behaviour
A status agent that queries your order system, a scripted intake agent, or a receptionist with different rules per brand.
A regulator is watching
Recording retention periods, restricted access roles, consent flows, and reporting that shows who accessed what.
Many sites, one rollout
Dozens of locations with local numbers, individual hours and overflow between them, migrated in waves.
Teams is your desk phone
Microsoft Teams direct routing options, scoped by a specialist, so Teams users make and receive calls on 3CTel numbers.
Devices need to be installed on site
Reception handsets, conference rooms, paging and intercoms deployed and tested on site.
SIP Trunking
Carrier-grade SIP trunks for the PBX you already run — channels, DIDs and failover sized to your traffic.
Learn more: SIP TrunkingMicrosoft Teams
Business calls on 3CTel numbers, answered inside the Teams client.
Learn more: Microsoft TeamsEnterprise
Contact centre and back office on one platform, migrated in stages.
Learn more: EnterpriseDevices
Phones and headsets that arrive ready to plug in.
Learn more: DevicesWhat we can customize
| Area | Standard | Custom |
|---|---|---|
| Numbers | Local and toll-free numbers per site | Number plans across regions, extension ranges mapped to a PBX, campaign numbers |
| Call flows | Main menu, ring groups, queues, hours rules | Account-priority routing, multi-brand menus, escalation ladders, seasonal flows |
| AI agents | AI Receptionist with booking and hand-off | Scripted intake, status agents, per-brand behaviours, custom approval rules |
| Recording and retention | Recording on or off per queue with an announcement | Retention periods, consent flows, restricted access roles, access reporting |
| Integrations | CRM and calendar via API, webhooks or automation platform | Custom connectors to ERP, practice or broker systems, built during planning |
| Reporting | Call analytics and wallboards | Custom reports and scheduled exports to your data warehouse |
| Devices | Desk phones, desktop and mobile apps | On-site deployment, paging, intercoms, Teams direct routing options |
| Tenant | Shared platform defaults | Dedicated tenant configuration with its own admin roles and policies |
Contact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreOmnichannel Contact Centre
Calls, texts, web chat and email in one queue, one agent desktop and one set of reports.
Learn more: Omnichannel Contact CentreCall Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsBusiness Phone Numbers
Local, toll-free and campaign numbers that all land in one system.
Learn more: Business Phone NumbersHow a custom deployment is delivered
Discovery workshop
A specialist works through your sites, systems, call types, regulatory constraints and what the current setup cannot do, and ranks the requirements.
Design document
Numbering, routing, agent behaviours, recording policy, integrations and device plan are written down and reviewed with you. Integrations are scoped here, delivered via API, webhooks or an automation platform, and confirmed before activation.
Build on a test number
The design is configured on temporary numbers. You call it, message it and watch integrations write to a test record.
Pilot
One site, queue or brand goes live on the new design while everything else stays as it is. Transcripts and reports are reviewed together.
Cut-over
Numbers are ported or re-routed on a confirmed date, in waves for multi-site rollouts. The old system works until each wave completes.
Optimization reviews
Scheduled reviews look at routing, staffing, cost and quality with AI recommendations, and adjust the design as the business changes.
Number porting
How a port works, what you need to provide, what causes delays, and what 3CTel does at each step.
Learn more: Number portingService continuity
What happens to calls during an internet or power outage, and how failover is planned with you.
Learn more: Service continuityMulti-Location Business
A local number per site, one system behind all of them.
Learn more: Multi-Location BusinessAI in custom deployments
A standard AI Receptionist answers, books and hands off. A custom agent can follow an intake questionnaire your compliance team wrote, check a customer's file before deciding what to say, or behave differently for each brand a group operates. The rules for what it may do in your systems are designed with the same care as the call flow.
Workflows are shaped to the deployment too. A broker's post-call tasks differ from a clinic's. Tasks, triggers and approval modes are set during design, every action lands in an audit trail, and where a system has no standard connection a custom connector is built during planning and confirmed before activation.
AI Workflows
After-call and after-message automation: AI reads the conversation, then does the CRM, helpdesk and calendar work — with approval rules you set.
Learn more: AI WorkflowsAI at 3CTel
AI agents, messaging, workflows, answers and insight on one phone system, with a person always available.
Learn more: AI at 3CTelAPIs, Webhooks & Automations
Connect calls, texts and voicemail to the software you already run — by webhook, API or an automation platform.
Learn more: APIs, Webhooks & AutomationsSync to any system
Calls, messages, transcripts, summaries and contacts kept in step with whatever software your business runs.
Learn more: Sync to any systemQuestions we hear during discovery
Can 3CTel run alongside our existing PBX rather than replace it?
Yes. SIP trunking connects the PBX to 3CTel so it keeps its extensions and handsets while new sites, remote staff, apps, queues and AI agents run in the cloud. Calls move between the two by extension. The PBX can be retired later, site by site, or kept as long as it is useful.
How are regulated-industry requirements handled?
With you, in the design document. Recording retention, consent flows before recording starts, restricted access roles and access reporting are configured to the requirements your regulator or policy sets out. 3CTel describes what it configures and does not make compliance claims on your behalf.
How long does a custom deployment take?
It depends on sites, integrations and porting. Discovery and design come first, then a build on test numbers and a pilot. Multi-site rollouts are cut over in waves. A schedule is agreed in the design document, and nothing is billed before activation of each stage.
Is a custom deployment only for large enterprises?
No. A three-clinic practice with a retention policy, a dealership group with per-brand agents, or a distributor with an order-status agent can each need one. The trigger is a requirement the standard plan does not meet, not the number of users.
Enterprise
Contact centre and back office on one platform, migrated in stages.
Learn more: EnterpriseMedical & Dental Clinics
Appointment lines, provider routing and after-hours coverage for clinics.
Learn more: Medical & Dental ClinicsFinancial Services
Advisor direct lines, call records and seasonal capacity for financial offices.
Learn more: Financial ServicesRelated pages.
SIP Trunking
Carrier-grade SIP trunks for the PBX you already run — channels, DIDs and failover sized to your traffic.
Learn more: SIP TrunkingEnterprise
Contact centre and back office on one platform, migrated in stages.
Learn more: EnterpriseMulti-Location Business
A local number per site, one system behind all of them.
Learn more: Multi-Location BusinessMicrosoft Teams
Business calls on 3CTel numbers, answered inside the Teams client.
Learn more: Microsoft TeamsCloud PBX vs traditional PBX
Own the switch or rent it: ownership, maintenance, remote users and the path between them.
Learn more: Cloud PBX vs traditional PBXSIP trunk
An internet connection between your own PBX and the public phone network, replacing physical lines.
Learn more: SIP trunkFrequently asked questions.
It is quoted after discovery, because the price depends on sites, numbers, integrations and any on-site work. The quote is itemized by stage so you can see what the design, build, pilot and cut-over each involve. Nothing is billed before activation.
No. A custom deployment starts from the standard platform and adds or reshapes what you need. Desktop and mobile apps, queues, analytics, business SMS, video meetings and the AI Receptionist all remain available and are configured within the custom design rather than replaced by it.
Yes, where the design calls for it. Reception handsets, conference rooms, paging and intercoms are installed and tested on site as part of the rollout plan, with the network checked at the same time. Elsewhere, the desktop and mobile apps are usually the phone.
Teams direct routing options let Teams users make and receive calls on 3CTel numbers while routing, queues and AI agents run on the phone system. The option is scoped by a specialist during design, the licensing you hold is reviewed, and availability is confirmed before activation.
Optimization reviews are part of the deployment. Routing, staffing, cost and quality are reviewed on a schedule with AI recommendations you accept or decline, and the design document is updated as sites open, brands change or systems are replaced. Changes are tested before they reach live numbers.
Start with a discovery workshop.
Bring your sites, your systems and the requirement your current setup cannot meet. A specialist will run the workshop, write the design and quote each stage.