Managing Your PBX

This guide is your map for running a Thirdlane PBX after it is set up. Rather than re-documenting every screen, it gathers the tasks you return to week after week - adding users, monitoring health, troubleshooting, maintenance, and integrations - and points to the detailed page for each. Use it as a starting point when you are not sure where a routine task lives.

For first-time setup after installation, see Initial Configuration which walks through platform and tenant setup in order, with links to detailed guides:

• Call Routing Setup Guide — inbound/outbound call routing, schedules, IVRs, queues
• Contact Center Setup Guide — queues, agents, dispositions, policies, monitoring
• Messaging Setup Guide — SMS and WhatsApp channels, inbound routes, templates

Day-to-Day Operations

Adding Users

The most common daily task. You can:

• Add users individually via User Extensions
• Add in bulk via Bulk Generator (CSV upload)
• Sync from directory services via Directory Sync

Monitoring

• Users Status - See who is registered and active
• CDR - View call detail records
• Organization Analytics - Call and contact center reports
• Call Center Metrics - Classic generated queue and agent reports
• Grafana Dashboards - System performance metrics
• Change Log - Track who changed what

Troubleshooting

• System Logs - View PBX, Kamailio, and system logs
• Data Sync - Check config sync status
• System Audit - Validate configuration integrity
• Banned IPs - Check for security blocks

Maintenance

• Backup and Restore - Regular backups
• System Updates - Apply platform updates
• License - License management

Integrations

The platform integrates with external services and tools in several ways:

CRM Integration

Connect your PBX to popular CRM systems for screen pops, click-to-call, and call logging. Configure CRM connectors in CRMs under Tenant Management > Integrations.

Directory Services

Sync users from LDAP, Google Workspace, or Microsoft 365 using Directory Services. This keeps your PBX user list in sync with your organization’s directory.

Workflow Automation

Use Automations (powered by Zapier) to connect PBX events to external services — trigger actions in Slack, email, CRM, or any webhook-enabled service when calls arrive, voicemails are left, etc.

Event Hooks and Webhooks

• Event Hooks - System-level HTTP callbacks triggered by PBX events
• Webhooks - Tenant-level notifications sent to external services
• Thirdlane Connect Channels - Messaging channels for team communication

REST API

The platform provides a comprehensive REST API for programmatic management. Use it for provisioning automation, monitoring, or building custom integrations.

Multi Tenant Considerations

In Multi Tenant mode, there are two levels of administration:

• Platform level - System settings, telephony, cluster management, managed by the platform administrator
• Tenant level - Everything under “Tenant Configuration”, can be delegated to tenant administrators

Use Administrators to create tenant admin accounts with appropriate permissions. Tenant admins can manage their own users, routing, and features without accessing platform-level settings.

Resellers can manage groups of tenants on your behalf.

Best practices

• Delegate to tenant administrators. Give each organization its own admin so day-to-day user and routing changes happen close to the people who understand them, while you keep platform-level settings.
• Make monitoring a habit, not a fire drill. Glance at Users Status and Services Status regularly so you notice problems before users report them.
• Back up before every change of consequence - bulk imports, migrations, and updates - and confirm the backup completed.
• Run System Audit after big changes to catch broken references (routes pointing at deleted users, IVRs missing destinations) early.
• Automate the repetitive. Move recurring provisioning to Directory Sync, the REST API, or Automations so manual data entry does not become a source of errors.