Frequently Asked Questions

PBXDash is a cloud-hosted analytics dashboard for 3CX phone systems. It connects to your 3CX server via the XAPI (or a webhook for non-enterprise systems) and presents your call data in a clean, real-time dashboard. Features include call analytics, live wallboard, call recordings browser, AI transcription, and sentiment analysis — all under one $20/month subscription.

PBXDash is built for businesses running 3CX phone systems who want better visibility into their call activity. It's particularly useful for call centers, customer service teams, sales teams, and managers who want to track performance, review recordings, or display live call metrics on a shared screen.

No. PBXDash connects to your 3CX system remotely using either the 3CX XAPI (Enterprise) or a CRM webhook (Standard). For XAPI connections, you just need to create an API client in your 3CX admin console and paste the credentials into PBXDash settings. Nothing is installed on your server.

Not necessarily. PBXDash supports two integration modes:

• Enterprise (XAPI): Full-featured integration with real-time data, recordings, transcription, and sentiment. Requires a 3CX Enterprise license with XAPI access.
• Standard (Webhook): Captures call events via 3CX's built-in CRM webhook. Works without an Enterprise license. Provides call logs, inbound/outbound activity, and extension data.

PBXDash uses the 3CX XAPI v1, which is available on 3CX v18 and later. For webhook-based integration (non-enterprise), any version of 3CX with CRM webhook support is compatible. If you're unsure whether your version is supported, contact us and we'll check.

For XAPI access, PBXDash needs a 3CX API client with read-only access to call history, extensions, ring groups, queues, and recordings. No write permissions are required. Your 3CX admin creates the API client in the 3CX management console and provides the Client ID and Client Secret, which you then enter in PBXDash settings.

When you open a recording, PBXDash submits it to a Whisper AI transcription worker running on our infrastructure. The transcription processes asynchronously — you can continue using the dashboard while it runs, and the transcript appears automatically when ready (usually within a minute or two for a typical call). All transcription runs on our servers; your audio is not sent to a third-party transcription service.

Sentiment analysis is an optional add-on powered by Claude AI (Anthropic). It automatically scores each call transcript for tone, generates a plain-English summary, and highlights key observations — so you can understand the quality of a call without listening to the recording. If you already have your own Anthropic API key, simply enter it in Settings and use the feature at no extra charge. If you don't have an Anthropic account, we provide API access through our own Claude subscription for $5/month — nothing extra to sign up for.

When you sign up, your account starts a 14-day free trial with full access to every feature. No credit card is required to start. When your trial ends, you'll be prompted to subscribe for $20/month to maintain full access. If you don't subscribe, your account moves to read-only mode — your data is retained.

Yes, you can cancel at any time from the Billing section in your account Settings. There are no cancellation fees or penalties. Your subscription remains active through the end of the current billing period.

Payments are processed through Square. You enter your card details directly through a secure Square-hosted form in the billing settings. PBXDash never stores raw card numbers — your payment method is handled entirely by Square's PCI-compliant payment infrastructure.

Each PBXDash account connects to one 3CX system and has its own subdomain (e.g., company.pbxdash.com). If you manage multiple PBX systems, each one would have its own PBXDash account at $20/month. Contact us if you're deploying for multiple sites — we're happy to discuss your setup.

Your 3CX FQDN, client ID, and client secret are encrypted at rest using AES-256-GCM with a randomly generated IV per value. They are never stored in plaintext. The encryption key is held separately from the database and is not accessible through the application API.

No. Call recordings remain on your 3CX server at all times. When you play or download a recording, PBXDash streams it directly from your 3CX server on demand. No audio files are stored on PBXDash infrastructure. Transcription processing does temporarily load the audio to generate a transcript, but the audio is not retained after processing.