SureTelCloud PBX
Cloud PBX for South African Businesses
Hosted phone systems for flexible calling across office, remote and multi-branch teams.
From R60 per extension/month excl. VAT
- Licensed SA ISP
- ICASA 0009/CECS/AUG/09
- Since 2010
- Trusted by hundreds of SA businesses
Cloud PBX in brief
A hosted PBX phone system for office, remote and multi-branch teams
Cloud PBX is a PBX phone system hosted in the cloud instead of on equipment at your office. It is also called hosted PBX, cloud PABX, a hosted switchboard or a VoIP phone system. For most offices and multi-site teams it is the practical starting point. SureTel reviews your users, sites and current system, then recommends Cloud PBX — or an onsite PBX where local equipment fits better. Request a quote to compare.
- • Hosted PBX / cloud PABX for South African businesses
- • From R60 per extension/month excl. VAT
- • Scales from small teams to larger deployments
- • Onsite PBX available where local equipment suits better
- • Deployment from same day to 10 working days, depending on requirements
Pricing
Cloud PBX pricing at a glance
Move the slider to see the matching per-extension tier and an indicative monthly estimate. Final pricing is confirmed on quote.
Number of extensions
10
Indicative monthly estimate
R600
excl. VAT / month
Tier: 1–20 extensions · R60 per extension / month excl. VAT
Indicative, excl. VAT — final pricing confirmed on quote. Excludes optional call recording, calling bundles and usage charges.
From R60 per extension/month excl. VAT
1–20 extensions. Volume rates step down to R40 per extension at 301+ extensions.
Platform examples (1–20 band)
- • 5 extensions: R300/month excl. VAT
- • 10 extensions: R600/month excl. VAT
- • 20 extensions: R1,200/month excl. VAT
Extension platform only, before calls, selected add-ons, hardware and any setup.
- • R60 per extension for 1–20, R55 for 21–50, R50 for 51–100, R45 for 101–300, R40 for 301+ (excl. VAT)
- • Optional call recording, calling bundles and usage charges are priced separately
The final cost depends on your users, calling requirements, devices, number porting needs and any optional features.
All prices are shown excluding VAT unless stated otherwise.
Per-extension tier table
| Extensions | Per extension / month (excl. VAT) | Notes |
|---|---|---|
| 1–20 extensions | R60 | Matches your current selection |
| 21–50 extensionsMost chosen | R55 | — |
| 51–100 extensions | R50 | — |
| 101–300 extensions | R45 | — |
| 301+ extensions | R40 | — |
Optional call recording, calling bundles and per-minute call rates are priced separately and confirmed on quote. See the dedicated pricing page for the full add-on, bundle and call-rate breakdown.
Problems this solves
Problems Cloud PBX helps solve
Cloud PBX is not only about replacing an old phone system. It helps businesses improve how they manage calls, support staff in different locations, route customers correctly and adapt communication systems as the business changes.
Old, costly and difficult-to-manage PBX equipment
Traditional PBX and PABX systems can require onsite hardware, specialist maintenance and costly changes when your business grows. Cloud PBX moves the core phone system into the cloud, reducing your dependence on physical PBX equipment at the office.
Remote and hybrid staff who cannot use their business number easily
When staff work from home, travel or move between branches, a desk-bound phone system can make business communication difficult. Cloud PBX can give suitably configured users access to their business extension from supported desk phones, desktop apps, mobile apps or browser-based calling tools.
Missed calls and inconsistent customer call handling
Calls can be missed when they rely on one receptionist, one phone or one person being available. Features such as auto-attendants, ring groups, queues, voicemail and after-hours routing can help direct callers to the right person, team or message.
Growing teams that need faster changes
Adding employees, departments, branches or temporary staff can be slow and disruptive with a traditional phone system. Cloud PBX makes it easier to add or amend extensions, update call routes and adapt your phone setup as operational needs change.
Multi-branch businesses with fragmented communication
Separate systems at each branch can make it harder to manage numbers, transfers, call handling and customer experience consistently. Cloud PBX can bring authorised users, branches, extensions and call-routing rules into one centrally managed environment.
Limited visibility into call activity and customer demand
Without clear call history, queue information or reporting, managers may struggle to see missed calls, busy periods and recurring customer-service issues. Cloud PBX reporting, call logs, queue tools and optional recording features can provide better visibility where configured.
Complex reception and call-routing requirements
Businesses with several departments, branches, operating hours or customer enquiry types can outgrow a simple phone line setup. Cloud PBX can support tailored IVR menus, office-hours rules, public-holiday messages, routing flows and department queues.
Disconnected calling and business systems
Teams often switch between phones, customer records, email and collaboration tools to handle a single enquiry. Where relevant, SureTel Cloud PBX can support VoIP and Microsoft Teams integration, and its full API allows bespoke integrations with business systems. It has no ready-made CRM or ERP connectors, so any integration is scoped and quoted.
Business continuity concerns during site or connectivity issues
A hosted phone system can make it easier to reroute calls or support users from alternative locations when planned correctly. However, Cloud PBX depends on suitable business internet connectivity, and many businesses should consider a backup connection for important calling operations.
Features
SureTel Cloud PBX features
Call handling
Multi-level IVR menus
Guide callers through structured menu options so they can reach the appropriate department, branch, service team or individual.
Time-based call routing
Route calls differently during business hours, after hours, public holidays, shutdown periods or special events.
Office hours and public holiday rules
Set clear call-handling rules so callers receive the right message or reach the right destination when your normal operating schedule changes.
Custom dates and times
Create temporary routing rules for staff training, maintenance periods, special promotions, events or unusual operating hours.
Ring groups and hunting lists
Ring several users at once or in a chosen order, helping teams answer calls more consistently and reduce missed opportunities.
Custom call flows and variables
Build tailored call journeys that can adapt based on the caller, menu choice, time of day, selected department or other configured conditions.
Custom destinations
Route calls to approved internal extensions, queues, external numbers, voicemail boxes or other configured destinations.
Speed dials
Set up frequently called contacts for faster calling and fewer manual dialling errors.
Music on hold management
Choose and manage the audio callers hear while waiting, transferring or holding for a department.
Paging and intercom integration
Support internal announcements and direct intercom-style communication through compatible devices and configured locations.
Reception and queues
Reception operator panels
Give receptionists and switchboard teams practical tools to see call activity, transfer calls and manage incoming enquiries more efficiently.
Advanced ACD queues
Manage higher volumes of inbound calls through structured queues that distribute callers to the appropriate available team members.
Customisable wallboards
Display live queue, agent and call activity information on configurable wallboards for supervisors, reception teams or service departments.
QueueMetrics integration
Where required, integrate compatible queue reporting and performance tools for deeper visibility into customer-service activity.
Queue history logs
Review queue activity and customer wait journeys to help identify missed calls, bottlenecks or service-level improvement opportunities.
Customer call distribution
Distribute inbound customer calls across available team members using configured queue, ring-group and routing rules.
Users and devices
Extension management
Add, amend, move or remove extensions as employees join, change roles, move branches or leave the business.
User dashboard
Provide individual users with visibility of relevant calling tools, voicemail, call activity and personal settings from one place.
Mobile and desktop apps
Enable suitably configured users to make and receive business calls from supported mobile or desktop applications, whether they are in the office, at home or travelling.
Browser phone (WebRTC)
Allow users to make and receive calls through a supported web browser, reducing the need for a physical desk phone for every employee.
Company phonebooks
Create shared internal and external contact directories so staff can find colleagues, departments, branches and key business contacts quickly.
Auto provisioning
Configure supported desk phones more efficiently, helping reduce manual setup effort when devices or users are added.
Extension uptime screen
View the registration or availability status of extensions to help identify users, devices or connections that may require attention.
DID and incoming number management
Manage business numbers and decide how incoming calls should route to users, departments, reception teams, queues or call flows.
Messaging and collaboration
Voicemail and voicemail-to-email
Allow callers to leave messages when staff are unavailable, with voicemail notifications sent to email where configured.
Audio conference rooms
Create audio conference rooms for internal meetings, supplier calls, customer discussions or distributed teams.
Fax-to-email
Receive incoming faxes in an email inbox, helping teams manage fax communication without relying on a dedicated physical fax machine.
Email-to-fax
Send supported documents as faxes from email, helping businesses continue working with organisations that still require fax-based communication.
SMS activity
Review relevant SMS communication activity where SMS services and workflows are configured.
Customisable email notifications
Configure branded email notifications for selected PBX events, such as voicemail alerts and operational notifications.
Shared business communication tools
Use shared audio prompts, greetings, phonebooks and call-handling assets across teams for a consistent business communication experience.
Reporting and recording
Call history viewing
Review inbound, outbound and missed-call records to help teams follow up on important customer or supplier conversations.
Daily custom reports
Receive configurable daily reports that help managers review call activity, identify trends and monitor operational performance.
Call recording
Record selected calls for training, quality assurance, dispute handling or operational review, with listening and downloading options where configured.
Recording access and management
Manage access to recorded calls and retention settings according to your internal policies, customer notices and applicable POPIA obligations.
SMS logs
Review SMS communication logs alongside related call activity when investigating customer journeys or follow-ups.
IVR history
Review IVR interactions to better understand how callers move through menus and where call-routing improvements may be needed.
Queue activity insights
Use queue activity data to identify missed calls, bottlenecks and service-level improvement opportunities.
Controls and security
PIN dialling
Require authorised users to enter a PIN for selected calling actions, helping provide extra control over outbound calling where needed.
Incoming number blacklists
Block selected unwanted or suspicious incoming numbers to help reduce repeat spam, nuisance calls and avoidable interruptions.
Configurable feature codes
Create configurable dial codes for approved PBX actions, helping users access selected system functions quickly from supported devices.
Controlled remote PBX access (DISA)
Allow authorised users to access approved PBX functions remotely through a controlled dial-in process where relevant.
Approved outbound permissions
Apply outbound calling permissions so users and extensions can only make the types of calls approved for their role or department.
Automation and integrations
APIs
A full API supports bespoke integrations with your business systems or CRM. There are no ready-made CRM or ERP connectors; each integration is scoped and quoted separately.
Custom AGI scripts
Support specialised PBX automation and integration workflows for businesses with more complex operational or technical requirements.
Custom variables
Use custom variables inside call flows to adapt routing, prompts and behaviour based on the caller, time or other configured conditions.
Inter-tenant extension dialling
Allow configured users across approved tenant environments to dial one another by extension, supporting selected multi-site or connected-business arrangements.
QueueMetrics integration
Where required, integrate compatible queue reporting and performance tools for deeper visibility into customer-service activity.
Connected-system workflows
Trigger or support workflows in connected business systems where the integration scope and configuration have been agreed.
AI capabilities
Conversational IVR
Enable an AI-assisted voice interaction layer that can help callers state what they need in plain language before being routed to the appropriate option or team.
Caller question-and-answer assistance
Use approved knowledge and prompts to help answer common caller questions, while escalating complex or sensitive enquiries to staff.
Intelligent routing
Use configured rules and AI-assisted intent detection to help direct callers to the most relevant department, queue or support path.
Call summaries
Generate post-call summaries where enabled, helping supervisors and teams capture key points and follow-up actions.
Sentiment analysis
Analyse call sentiment where enabled, helping supervisors identify training opportunities, escalations or service concerns.
Approved real-time actions
Trigger approved actions during or after calls, such as creating a task, sending a notification or updating a connected system, subject to the agreed integration scope.
Features, integrations and automation options depend on your selected Cloud PBX configuration, supported devices, connectivity, business requirements and applicable compliance obligations.
Call recording tools can support quality assurance, training and operational review. Your organisation remains responsible for appropriate notices, access controls, retention policies and compliance with POPIA and other applicable requirements.
Benefits
Why South African businesses choose Cloud PBX
Six practical benefits SureTel customers commonly highlight. Specifics depend on your configuration, devices and connectivity.
Flexible hosted system
The core phone system is hosted remotely, so changes to users, call flows and routing can usually be made without onsite PBX work.
Lower hardware dependency
Less reliance on onsite PBX equipment, reducing the upfront infrastructure typically associated with a premises-based phone system.
Remote and branch support
Suitably configured users can use their business extension from supported desk phones, softphones or mobile apps across offices, homes and branches.
Integrated VoIP
Cloud PBX uses VoIP for business calls and pairs with SureTel VoIP and connectivity so voice, internet and phone numbers stay with one provider.
Easier scaling
Extensions, departments and call routes can typically be added or amended as the business changes, without waiting for onsite hardware capacity.
Practical South African support
Local SureTel support during Monday–Friday business hours, with 24/7 cover available for customers on a qualifying SLA.
Use cases
Who SureTel Cloud PBX suits
Small offices
Give a small team a professional business phone system without needing to install and manage a traditional PBX onsite.
Growing SMEs
Add extensions and adapt call routing as your business expands, teams change or new departments are introduced.
Multi-branch retailers
Connect branches on one hosted phone system, helping customers reach the right store, department or central support team.
Remote and hybrid teams
Keep distributed teams connected with business extensions and call-routing options that support work across different locations.
Medical practices
Manage patient enquiries, appointment calls and front-desk routing with a clearer communication setup for staff and callers.
Legal firms
Support professional call handling across reception, legal teams and administrative staff while maintaining a consistent business number presence.
Sales and support teams
Route customer enquiries to the appropriate sales or support team and help staff manage calls more effectively throughout the day.
How it works
Moving from an old PBX or PABX
Review your current PBX or PABX
SureTel reviews your existing system, users, locations, numbers and calling needs before recommending a suitable Cloud PBX configuration.
Number and user planning
Plan the extensions, departments, business numbers, call flows and user requirements needed before the system is configured.
Number porting
Where eligible, SureTel can help plan the transfer of your existing business numbers, subject to provider processes and required documentation.
Handsets and network preparation
Check whether existing desk phones are supported for reuse, prepare the office network and connectivity, then configure compatible phones, softphones and user access.
Call flows and testing
Configure reception menus, ring groups, queues and voicemail, then test extensions and key call flows before go-live to help confirm the setup matches your requirements.
Go-live, handover and support
Switch over once testing is complete, with handover for the agreed rollout and ongoing support. Cut-over timing is planned with you to limit disruption; a disruption-free switch cannot be guaranteed.
Compare
Cloud PBX or onsite PBX?
A PBX or PABX can be hosted or installed at your premises. Cloud PBX is the usual starting point; onsite PBX can suit businesses that need local equipment, local control or specific site requirements. Cloud PBX depends on suitable internet, power for local devices and supported handsets, so backup connectivity should be considered.
Which is likely the better fit?
For most South African SMEs with remote or multi-branch teams, Cloud PBX is the suitable starting point. Adjust the toggles to see how the recommendation shifts.
Suggested fit: Cloud PBX
SureTel confirms the right fit after assessing your users, sites and calling needs.
| Consideration | Cloud PBXRecommended | Traditional / Onsite PBX |
|---|---|---|
| Where the system is hosted | The core phone system is hosted remotely in the cloud. | The phone system is installed on physical equipment at your premises. |
| Upfront hardware cost | Usually requires less onsite PBX hardware, which can reduce upfront infrastructure requirements. | Typically requires PBX hardware, installation and possible server-room or cabinet space. |
| Monthly cost model | Usually priced per extension per month, making costs easier to scale as users are added or removed. | Costs may include hardware, installation, licensing, maintenance and future upgrades. |
| Adding or changing users | Extensions and users can generally be added, adjusted or removed more easily as business needs change. | Changes may require onsite configuration, available hardware capacity or technician involvement. |
| Remote and hybrid working | Well suited to office, remote, hybrid and multi-branch teams when users have suitable internet connectivity. | Can support remote working, but this may require additional configuration, networking and remote-access planning. |
| Multi-branch communication | Can centralise users, call routing and business numbers across multiple locations on one hosted platform. | May require separate equipment at each site or more complex inter-site configuration. |
| Maintenance responsibility | The hosted platform is managed remotely, reducing the need for the business to maintain PBX infrastructure onsite. | The business or its provider is responsible for maintaining, updating and replacing onsite equipment. |
| Business continuity | Can support flexible user locations and rerouting plans when configured with suitable connectivity and continuity measures. | Continuity can depend more heavily on the physical site, onsite equipment and local connectivity setup. |
| Internet dependency | Relies on suitable internet connectivity for calling, so a reliable primary connection and backup option should be considered. | May still use VoIP and internet services, but internal calling can be more closely tied to the onsite system and local network. |
| Control and custom requirements | Suitable for businesses that want a managed, flexible phone system without maintaining core PBX hardware. | May suit businesses with specific onsite control, integration or technical requirements. |
| Best suited to | SMEs, growing businesses, remote teams, multi-branch organisations and companies replacing ageing phone systems. | Businesses with specific onsite requirements or existing investments in premises-based phone hardware. |
What is Cloud PBX?
Inside a hosted Cloud PBX deployment
In a hosted architecture, the core call-control platform runs away from your premises while users connect through approved desk phones, softphones or compatible devices. Call routing, IVR, queues, voicemail, recording and integrations depend on the selected configuration. Device setup, connectivity readiness and number-porting steps remain part of the deployment process.
Why SureTel
A licensed South African Cloud PBX partner
SureTel is a licensed ISP that supports South African businesses with practical Cloud PBX deployments — one accountable team for your hosted phones and the connectivity they ride on.
16+
Years operating (since 2010)
ICASA
Licence 0009/CECS/AUG/09
Hundreds
Satisfied South African businesses
Licensed
South African ISP
FAQ
Cloud PBX FAQs
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, stepping down by band to R40 per extension only at 301 or more extensions. Pricing depends on your total user count, calling requirements and optional features. Request a quote for a detailed breakdown matched to your business size.
Is Cloud PBX suitable for small businesses?
Yes. Cloud PBX can be a practical option for small businesses that want a professional phone system without buying and maintaining a traditional onsite PBX. It can support business extensions, call routing, voicemail and remote working, while making it easier to add users as the business grows. SureTel Cloud PBX pricing starts from R60 per extension per month excluding VAT for 1–20 extensions — for example R300 a month for 5 extensions before calls and add-ons.
Can Cloud PBX support remote, hybrid and multi-branch teams?
Yes. Cloud PBX is designed to support teams working from an office, home or multiple business locations. Users can be set up on the same hosted phone system, helping businesses manage calls, extensions and routing across branches without relying on a separate PBX at every site. Suitable internet connectivity and the right device or softphone setup are required for reliable calling.
Can we keep our existing business phone numbers when moving to Cloud PBX?
In many cases, yes. SureTel can help businesses plan the porting of eligible existing business numbers when moving to Cloud PBX. Number porting is subject to the current provider, number type, required documentation and applicable porting processes. Your number-porting requirements should be confirmed during the quote and migration planning stage.
How long does Cloud PBX setup take?
Cloud PBX deployment can take from the same day up to 10 working days, depending on your requirements. Timing may be affected by the number of users, device preparation, call-flow configuration, number porting, connectivity readiness and testing requirements. SureTel will confirm an expected implementation timeline after reviewing your business needs.
Does Cloud PBX work with VoIP and business internet?
Yes. Cloud PBX uses VoIP technology to make and receive business calls over an internet connection. For the best experience, it should be paired with suitable business connectivity and a properly planned voice setup. SureTel can provide Cloud PBX alongside VoIP and business internet solutions, helping businesses manage voice and connectivity through one provider.
Is every PBX or PABX system a cloud phone system?
No. PBX and PABX describe a business phone system that manages extensions, call routing, reception and voicemail. That system can run on equipment at your premises (onsite PBX) or be hosted in the cloud (Cloud PBX, also called hosted PBX or cloud PABX). SureTel offers both and recommends Cloud PBX for most offices, with onsite PBX where local equipment or control is required.
What does moving from an old PBX to Cloud PBX involve?
SureTel reviews your current system, users and numbers, plans extensions and call flows, and arranges porting of eligible numbers subject to the current provider and porting process. Existing desk phones can sometimes be reused if they are supported. The office network and internet connection are checked, and call flows are tested before go-live. Cut-over is planned to limit disruption, but a disruption-free switch is not guaranteed.
What is the difference between Cloud PBX and an onsite PBX system?
Cloud PBX is hosted remotely, so the core phone system is managed in the cloud rather than installed and maintained as physical equipment at your premises. It can suit businesses that value flexibility, remote-working support and easier scaling. An onsite PBX may suit organisations that need more control over locally installed equipment or have specific technical requirements. The right choice depends on your users, locations, existing infrastructure, budget and operational needs.
Get started
Ready to see what Cloud PBX would cost your business?
- Licensed SA ISP
- ICASA 0009/CECS/AUG/09
- Since 2010
- Trusted by hundreds of SA businesses
Prefer chat? WhatsApp SureTel →
All prices are shown excluding VAT unless stated otherwise.