SureTel
Price signpost
Cloud PBX is published from R60 per extension/month excl. VAT for 1–20 extensions, scaling by extension band to R40 per extension/month excl. VAT for 301+ extensions.
All prices are shown excluding VAT unless stated otherwise.
Cloud PBX explained
What Is Cloud PBX?
Make sense of hosted business calling before comparing services, pricing or onsite equipment.
- Licensed ISP
- Since 2010
- ICASA licence 0009/CECS/AUG/09
- South African business focus
Answer first
Hosted call control for business phone-system setups
Cloud PBX is a business phone-system model in which the call-control platform is hosted rather than kept as a PBX appliance at each office. It can connect office, branch and remote users through an IP calling setup. SureTel assesses users, call flows, existing equipment and connectivity context before recommending a suitable route.
- Hosted call control for business phone-system setups
- Can support office, branch and remote-user arrangements
- Uses IP calling, so connection and local-network context still matter
- Different from a VoIP service, SIP Trunking or an onsite PBX
- Service, pricing and comparison pages cover the next decision
Start with the right terms
Cloud PBX, VoIP, SIP Trunking and onsite PBX are related — not interchangeable
Businesses often receive a proposal that combines several phone terms without showing which layer each term describes. Separating the calling technology, call-control model, connection and existing equipment helps a buyer ask better questions and reduces the chance of blaming one component for a problem that sits elsewhere.
| Term | What it describes | Where the reader should go next |
|---|---|---|
| Cloud PBX | A hosted call-control model for a business phone-system setup. | Continue on this page, then visit /services/cloud-pbx. Explore Cloud PBX → |
| VoIP | The technology used to carry voice calls through an IP data connection. | Read /resources/what-is-voip or explore /services/voip. Understand VoIP → |
| SIP Trunking | Voice connectivity that may be used with a compatible existing PBX environment. | Explore /services/sip-trunking; compatibility must be confirmed. Learn about SIP Trunking → |
| Onsite PBX | A phone-system model using equipment at, or designed around, the business premises. | Read /services/onsite-pbx for the commercial option. Explore onsite PBX → |
Cloud PBX
A hosted call-control model for a business phone-system setup.
Continue on this page, then visit /services/cloud-pbx.
Explore Cloud PBX →VoIP
The technology used to carry voice calls through an IP data connection.
Read /resources/what-is-voip or explore /services/voip.
Understand VoIP →SIP Trunking
Voice connectivity that may be used with a compatible existing PBX environment.
Explore /services/sip-trunking; compatibility must be confirmed.
Learn about SIP Trunking →Onsite PBX
A phone-system model using equipment at, or designed around, the business premises.
Read /services/onsite-pbx for the commercial option.
Explore onsite PBX →
The working model
What happens between a caller, a user and the call-control platform?
Once a call-control platform is hosted, users and business numbers can be configured around the business's calling needs rather than around a single physical PBX appliance. Incoming calls can be directed through rules such as business hours, departments or user availability. The experience still depends on the confirmed voice, connectivity, local-network and endpoint design.
Step 1
Customer or supplier call
Step 2
Business number / voice service
Step 3
Hosted call-control platform
Step 4 — routed to
- · Reception or team queue
- · Department / extension routing
- · Office desk phone or softphone
- · Branch or approved remote-user endpoint
The diagram shows a planning model, not a performance guarantee. Call routing, devices, internet access, local network design, configuration and third-party services must be confirmed for the specific business.
Users and extensions
Organise named users, departments or shared-call destinations.
Inbound call handling
Define how business calls should reach reception, queues or selected users.
Business hours and routing rules
Set the intended call path for open, closed or overflow conditions, subject to configuration.
Endpoints
Connect supported desk-phone, softphone or approved remote-working arrangements after requirements review.
Administration changes
Manage moves, additions or changes through the agreed service process.
Voice and connectivity coordination
Consider call-control requirements alongside voice service and the business connection; this does not make a hosted PBX responsible for every component in the environment.
Fit and limits
A hosted phone-system model can simplify some decisions, but it does not remove the need to check the surrounding environment
A Cloud PBX route can be worth exploring when a business wants call handling to work across changing users, sites or work locations. It is not a standalone diagnosis for voice problems. Before changing systems, the business should separate call-control requirements from internet performance, local-network condition, endpoints and any third-party voice or access provider dependencies.
| May be useful to explore when… | Still needs checking… |
|---|---|
| An old onsite setup is difficult to adapt as users change. | Existing handsets, cabling, switches, Wi-Fi, routers and network configuration where relevant. |
| A reception team needs clearer call paths for departments or locations. | How calls should route, who owns each call path and whether every requirement is supported. |
| Branches and approved remote users need one planned calling approach. | Each endpoint's internet access, local setup, device compatibility and security requirements. |
| A business wants to review numbers, users and call flows before a move. | Number eligibility, records, authorisation and the separate porting process. |
| Providers currently pass a voice issue around without useful next steps. | Evidence from the call path: timing, affected users, connection symptoms, device/local-network tests and provider scope. |
Practical examples
Four common starting points
These examples show why a business may research a hosted phone-system route. They are illustrative planning situations, not case studies, service promises or proof that one model will suit every business.
Situation A — A growing office with a changing reception setup
A professional office adds people, departments and new call-handling requirements. Its old setup makes changes cumbersome, and calls sometimes reach the wrong person. A Cloud PBX discussion can start with the desired customer call path, users, business hours and escalation needs — not with a claim that every existing device can be retained.
Explore Cloud PBX for business →Situation B — A retail or service business with more than one location
A buyer wants a consistent approach for calls that arrive at a main number but need to reach a branch, central team or selected staff member. The planning questions include call routing, user roles, connection context at each location and whether the business number needs to move.
Explore Cloud PBX for business →Situation C — Hybrid users report inconsistent call quality
Some people work from the office while others use approved remote arrangements. The business hears reports of delay or poor audio but has no shared incident detail. The first task is to understand the affected locations, endpoint types, local connections and timing before deciding whether hosted call control, connectivity changes or support coordination should be investigated.
Explore business connectivity →Situation D — An older PBX remains important to a business process
A business may have equipment, handsets or workflows that it does not want to replace without a reason. A hosted option can be compared with retaining or modernising an onsite route, but existing compatibility, configuration, cost and support requirements must be assessed before a recommendation is made.
Explore onsite PBX →
Avoid the wrong diagnosis
What can affect business calls besides the phone-system model?
Voice calls rely on more than the call-control model. The business internet connection, local network, Wi-Fi where used, endpoint condition, configuration and third-party voice services can all influence the experience. A useful support conversation explains the observed symptom and the next diagnostic action instead of simply telling the customer to contact another provider.
| Observed issue | Possible areas to check | Honest next step |
|---|---|---|
| Choppy, delayed or inconsistent audio | Connection conditions, local network, Wi-Fi, endpoint, call path and timing. | Capture examples and isolate where the symptom occurs; avoid assuming a single cause. |
| Calls reach the wrong place | Routing rules, business hours, queue/extension configuration and user availability. | Confirm the intended call path and test a controlled routing change. |
| A remote user has a different experience from office users | Remote connection, local network, endpoint setup and user configuration. | Compare the affected user's environment with a working reference case. |
| A provider says another provider is responsible | Scope boundaries, timestamps, affected numbers/users and test evidence. | Document the evidence and agree the next investigation owner; do not promise cross-provider responsibility. |
| No useful support feedback during an incident | Case owner, known symptoms, tests completed, dependencies and next update point. | Ask for a factual status update rather than an unsupported resolution estimate. |
Choppy, delayed or inconsistent audio
Check: Connection conditions, local network, Wi-Fi, endpoint, call path and timing.
Next step: Capture examples and isolate where the symptom occurs; avoid assuming a single cause.
Calls reach the wrong place
Check: Routing rules, business hours, queue/extension configuration and user availability.
Next step: Confirm the intended call path and test a controlled routing change.
A remote user has a different experience from office users
Check: Remote connection, local network, endpoint setup and user configuration.
Next step: Compare the affected user's environment with a working reference case.
A provider says another provider is responsible
Check: Scope boundaries, timestamps, affected numbers/users and test evidence.
Next step: Document the evidence and agree the next investigation owner; do not promise cross-provider responsibility.
No useful support feedback during an incident
Check: Case owner, known symptoms, tests completed, dependencies and next update point.
Next step: Ask for a factual status update rather than an unsupported resolution estimate.
SureTel's standard support hours are Monday to Friday, 08:00–17:00. Specific response, escalation and support arrangements depend on the applicable agreement.
Pricing context
Where should a business look for Cloud PBX costs?
The exact monthly cost depends on the number of extensions, selected add-ons, calling requirements, deployment needs and any supporting connectivity or hardware decisions. SureTel publishes Cloud PBX extension pricing separately so buyers can see the current tiers and request a scoped quote.
Not in the rate
Calling usage, equipment, installation and connectivity may apply separately.
Selected add-ons
Recording retention, mobile-app access and DIDs apply only when chosen.
One-off items
Eligible number porting and certain implementation requirements are quoted separately.
This article does not reproduce the pricing table or include a calculator; for current pricing visit /pricing/cloud-pbx.
Hosted phone-system architecture
Why "hosted" does not mean "nothing is left to plan"
Hosting the call-control platform changes where that part of a phone system is operated. It does not remove the business's need to define users, call flows, endpoints, numbers, local connectivity and support boundaries. The useful question is not whether cloud is automatically better; it is whether the hosted operating model matches the business's requirements and constraints.
Business requirements layer
Users, departments, locations, customer-call priorities, business hours and planned call paths.
Number and voice-service layer
Business numbers, calling service, eligible porting and call-routing requirements.
Hosted call-control layer
Configured extensions, rules, queues and administration model.
Endpoint layer
Desk phones, softphones and approved remote-user endpoints where suitable.
Connection and local-network layer
Business internet, router/switch/Wi-Fi conditions where relevant, and the path to each user.
Support and supplier-boundary layer
Documented scope, incident evidence, escalation path and agreed support arrangements.
A hosted design can simplify the call-control layer. It does not prove that every other layer is healthy, included or owned by the same provider.
Continue your research
Choose the next question, not a random service page
| Your next question | Recommended route |
|---|---|
| "Could a hosted phone-system service suit our users?" | Explore Cloud PBX for business → |
| "What are the current extension price bands?" | View Cloud PBX pricing → |
| "How is Cloud PBX cost actually built up?" | Read the Cloud PBX cost guide → |
| "What does VoIP mean in this setup?" | Understand VoIP → |
| "Can an existing phone number move?" | Read the number-porting guide → |
| "Does our internet setup need review?" | Explore business connectivity → |
A dedicated Cloud PBX vs onsite PBX comparison guide is in preparation. Until it is published, request a quote and SureTel can walk through both routes against your requirements.
A practical next step
Start with the required call path and surrounding environment
A useful phone-system conversation begins with how the business receives and makes calls, not with a generic feature list. SureTel can scope users, locations, call-handling needs, current equipment, voice requirements and connectivity context so the business can compare a Cloud PBX route with the relevant alternatives before committing to a quote.
Licensed South African ISP
ICASA licence
0009/CECS/AUG/09
Operating since 2010
Cloud PBX, VoIP, SIP Trunking, onsite PBX and connectivity considered in the right context
Public Cloud PBX extension pricing is available separately
Standard support Monday–Friday, 08:00–17:00
These facts do not guarantee service availability, call quality, response time, compatibility, implementation date, uptime or a specific outcome. Coverage, configuration and requirements still need confirmation.
From research to requirements
A simple Cloud PBX discovery sequence
Describe the business call flow
Who receives calls, where they should go, business hours, departments and escalation needs.
Map users and locations
Office, branch and approved remote-user requirements; number of users/extensions; current endpoints.
Check the surrounding voice and connectivity context
Existing service, connection conditions, local-network dependencies and known call-quality symptoms.
Clarify migration items
Existing numbers, eligibility and authorisation considerations, existing PBX/equipment, required integrations only where confirmed.
Compare and scope
Cloud PBX, onsite PBX, VoIP or SIP Trunking routes as relevant, then provide a quote based on confirmed requirements.
Timescales, compatibility, porting outcomes, device reuse, costs and implementation sequence depend on confirmed requirements and external dependencies.
Cloud PBX FAQs
Frequently asked questions about Cloud PBX
What is Cloud PBX in simple terms?
Cloud PBX is a business phone-system model where the call-control platform is hosted instead of operating as a PBX appliance at each office. It can be configured around users, call routes and business numbers for office, branch and approved remote-user arrangements. The surrounding voice service, endpoints and connectivity still need to suit the business requirements.
Is Cloud PBX the same as VoIP?
No. VoIP is the technology used to carry voice calls through an IP data connection. Cloud PBX is a hosted call-control model that can use VoIP as part of a business phone-system setup. A business may need both concepts explained, but they answer different questions.
Is Cloud PBX the same as hosted PBX or Cloud PABX?
These terms are often used to describe a hosted business phone-system approach. Exact scope, terminology and included functions can differ between providers, so a business should confirm the service design, users, call flows, endpoints, connectivity requirements and quotation scope rather than relying on the label alone.
How does a Cloud PBX call work?
A call reaches the business number and is handled through configured call-control rules before it is directed to the intended user, department, queue or approved endpoint. The exact call path depends on the voice service, routing design, user configuration and the connection available to the relevant endpoint.
Does Cloud PBX need internet?
A Cloud PBX setup uses IP calling, so the relevant endpoint needs suitable network access. Slow, unstable or poorly configured connectivity can affect the call experience. A hosted phone-system change should not be treated as an automatic fix for every voice-quality issue; the connection, local network, endpoint and call path may also need review.
Can Cloud PBX support remote or multi-branch teams?
A Cloud PBX model can be planned for office, branch and approved remote users, with call handling designed around the business's users and locations. Each site or user still needs an appropriate endpoint and connectivity context, and the final design should be confirmed against the business requirements.
Will Cloud PBX fix poor call quality?
Not automatically. Poor call quality can be related to the connection, local network, Wi-Fi where used, handset or softphone, configuration, call path or another provider's service. Capturing affected users, timing and symptoms helps identify the right next diagnostic step before assuming the PBX model is the cause.
What is the difference between Cloud PBX and SIP Trunking?
Cloud PBX is a hosted call-control model. SIP Trunking provides voice connectivity that may be used with a compatible PBX environment. A business with an existing PBX may investigate SIP Trunking, while a business seeking a hosted phone-system approach may investigate Cloud PBX. Compatibility and final design must be confirmed.
Can a business keep its existing phone number when moving to Cloud PBX?
In some cases an eligible business number may be ported, subject to the relevant porting process, records, authorisation, current-provider conditions and technical requirements. SureTel's number-porting guide explains the preparation steps. Eligible number porting is quoted separately at R40 once-off per number excluding VAT.
How much does Cloud PBX cost in South Africa?
SureTel Cloud PBX starts from R60 per extension per month excluding VAT for 1–20 extensions and scales by extension band to R40 per extension per month excluding VAT for 301+ extensions. Selected add-ons, calling requirements, equipment, connectivity and implementation scope can affect the final cost. See the current Cloud PBX pricing page for the full published context.
What should we do when the internet provider and phone supplier blame each other for bad calls?
Ask for the incident to be documented with the affected users, time windows, numbers or call direction, symptoms, tests completed and the next investigation owner. That evidence helps separate the call-control, voice-service, connection, local-network and endpoint boundaries. No provider should be assumed to own every third-party component without an agreed scope.
How does SureTel help a business choose between Cloud PBX and onsite PBX?
SureTel can review the business's users, call flows, sites, existing equipment, numbers and connectivity context before recommending a suitable route. Once the dedicated Cloud PBX vs onsite PBX guide is published it will provide a comparison starting point, but the final recommendation and quote depend on confirmed requirements.
Ready for a practical next step?
Discuss your business phone-system requirements
Share your users, locations, current setup and call-handling needs. SureTel can help you determine whether a Cloud PBX route should be compared with the relevant voice, connectivity or onsite alternatives. For published Cloud PBX prices see /pricing/cloud-pbx.
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