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The PBXL Support process operates in the following manner:
- An inquiry is received from a customer’s technical point of contact, or administrative point of contact via phone or e-mail.
- A support ticket, with a unique identifying ID is opened, to facilitate both tracking and documentation of the issue.
- E-mail is automatically sent to the registered point of contacts, as well as any other relevant personnel.
- The ticket is classified internally as Discovery, which means it is has not been identified.
- After identification, it will move to “Under Investigation”.
- After resolution, you will receive a report explaining what the issue was, and what measures we have taken, if any, in preventing future occurrences.
- After the issue is resolved, your account manager or other representative from PBXL will be in touch with you to confirm that your issue has been resolved to your satisfaction.
Report a Problem
If you are the technical or administrative contact, please feel free to call us or send e-mail to the address below. If you are not the technical or administrative contact, we can receive notification from you, but can make no user-specific changes to your account.
PBXL Support Line (Japan): 03-4550-1601
PBXL Support Line (International): +81-03-4550-1601
PBXL Support E-mail:
End User Education
For access to handsets user guides, quick reference cards, and online tutorials please send a request to or contact your account manager.
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PBXL General FAQ
Click each title to read the FAQ
What does PBXL mean?
Excellence in hosted PBX services. When we founded the company, we thought about calling it “PBXcellent” this was too long and named ourselves “PBXL” instead.
When was PBXL founded?
PBXL was founded April 1, 2006 in Tokyo, Japan.
How does PBXL differ from Skype or Yahoo!BB?
Both Skype and Yahoo!BB are predominantly consumer focused — and, frankly, as IP Telephony innovators, we are thrilled at their development. However, we believe that companies shopping for PBX services are looking for more functionality than either currently offer, or are likely to offer in the future. Neither Skype nor Yahoo!BB can match the reliability, security, functionality, and simplicity of PBXL.
Is PBXL bilingual?
Yes. PBXL-provided Cisco handset interfaces and voice prompts are bilingual (Japanese and English). In addition, PBXL provides bilingual support and offers all marketing materials in both Japanese and English.
How do I know which PBXL plan is right for my company?
Contact PBXL at 03-4550-1600 or email at , and a PBXL specialist will work with you to find the best solution for your situation.
What happens if I break a handset?
Call us to arrange for a "ship-back", and we'll replace it at no charge if the breakage has occurred through normal wear and tear. Normal wear and tear does not include throwing the handset on the ground, jumping on it, dropping it out of a window, constructing a time vortex wherein a trapped phone perpetually explodes and reforms, burning it, inventing a machine to burn things that can already be burned, re-burning the phone and the machine, etc.
If I have existing phone numbers, can I move them to PBXL?
For PBXL with SRST, yes. Without SRST, sometimes.This tends to be a case by case solution, and depends on a combination of location, current usage and other variables. PBXL will be happy to work with you to ensure that numbers which cannot be transferred are set to forward appropriately.
What if I already have a router that I want to use?
To guarantee you the highest level of reliability at the lowest possible price, all-inclusive PBXL pricing requires that you use the equipment provided with the service. We are however more than willing to work with you to provide a more customized solution.
Does PBXL support fax?
Yes, PBXL can integrate your existing fax machine into our system easily and seamlessly.
Does PBXL offer on-site set-up?
PBXL includes both on-site set-up and engineering coordination with the appropriate members of the IT staff for VLAN set-up, and switch configuration.
From the signing of the contract, how long until I am up and running?
Normally this takes approximately one month from the time the order is received. Our goal is to be limited only by the time it takes to install a new fiber optic line, which is normally two to three weeks.
Who are PBXL's major partners?
Our major partners are Cisco Systems, KVH Telecom, Verizon, Fusion GOL, and Cincom.
Can PBXL work with my conference bridge solution?
Yes, most likely. Please contact us and a PBXL representative will be happy to help you.
I've heard that IP phones aren't reliable.
Actually, PBXL guarantees a higher-than-99.9% uptime for our customers, but if you're really nervous, we have many high-redundancy options as well.
Can I use my own hold music?
If you can provide us a sound file, we can upload the file and use it as your hold music.
What kind of headset can you recommend?
We recommend and have tested headsets by Plantronics.
Can I dial emergency services numbers with my phone?
Yes, PBXL phones can be used to dial emergency services.
How much will I pay?
PBXL routinely saves customers 20-40% versus purchasing or leasing an on-site PBX.
If I have existing phone numbers, can I move them to PBXL?
Yes, but with some limitations. The technical implementation tends to be a case by case solution, and depends on a combination of location, current usage and other variables. PBXL will be happy to work with you to ensure that numbers which cannot be transferred are set to forward appropriately.
How to I access voice mail remotely from outside
Call your phone, push *, push your ID number push your password and you can access voice mail
How can I order more handsets or other equipment?
Contact PBXL at 03-4550-1600 or email your account representative, and a PBXL specialist will work with your order.
I have a question about my billing. What should I do?
Please send e-mail with the question to , or call 03-4550-1600 between 9 am and 6 pm on business days.
Are you hiring?
Yes, PBXL is hiring. Have a look at our Recruit section to find out if we might be a good fit for you.
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