Silux Call Help Centre
Every page of the Silux Call dashboard explained in plain English — what it means, every part of the page, step-by-step instructions, recommended settings, the abbreviations you will see, and exactly which plan includes it. 93 guides in total.
Watch short step-by-step videos on the real dashboard: diverts, hunt groups, greeting menus, porting and more.
Call alerts, SMS notifications and the WhatsApp inbox — prices and how to order.
IVR, DDI, CLI, BLF, DTMF, MOS and every other term explained.
When to upgrade vs. add one feature, and adding users or numbers.
Help by plan
Everything each plan includes, what can be added, and what needs an upgrade.
Try a real UK business line for 7 days with no card. You get one user, one UK landline number allocated for you, voicemail and the browser softphone.
A proper business number for one person: calls in and out, a "press 1 for sales" menu, hold music, on-demand call recording, voicemail, call transfer and hold, holiday mode, hunt groups, number porting and the apps.
A full phone system for a small team: 3 users, call queues, call recording (every call automatically if you want), up to 3 "press 1 for sales" menus with sub-menus, professional greetings, opening hours, find me / follow me and voicemail-to-text.
For teams: 6 users, internal extensions, conference rooms, call park, paging, supervisor listen-in and whisper, CRM integration and Scam Shield.
Everything in Growth plus 10 users, the Smart Receptionist, call transcription and summaries, and secure card payments over the phone.
Everything in Pro plus SMS notifications and the WhatsApp Business inbox, larger limits and a quoted price for 25 or more users.
Getting started
Phone numbers
Phone Numbers
Every number on your account with its routing, call counts and minutes. See where each number sends its calls and switch Smart Answering on or off.
Buy a Number
Search live UK number stock by area code, town or memorable digits, buy it through secure checkout, then name it and choose where it rings.
Port Your Number
Keep the number you already have. Fill in the porting request, sign the letter of authority online, attach a recent bill and track progress here.
0330, 0345 & 0800 numbers
Add a UK-wide 0330 or 0345 number, or an 0800 freephone number, to your account. 0330 and 0345 cost callers a local rate; 0800 is free for callers and paid from your 0800 call credit.
How calls are answered
Call Routing
Create rules that send each number's calls to a mobile, a hunt group, a greeting menu, voicemail, the Smart Receptionist or any other number, with optional opening-hours timing.
Greeting Menu
Build the recorded menu that answers your calls: write what callers hear, pick a voice or upload a recording, and choose where each key press goes.
Hunt Groups
Group people (or phones) under one destination. Ring them all at once, one by one, or taking turns, with a failover if nobody answers.
Call Queues
Queue callers with hold music and position announcements, choose how calls reach your agents, and set what happens when the wait is too long.
Find Me / Follow Me
Ring your desk, then your mobile, then any other number in sequence, with a ring time per step and a final action if nobody answers.
Business Hours
Set opening times for each day, add bank holidays and closures, and choose what happens to calls when you are closed. Changes apply immediately.
Do Not Disturb
Three switches that stop calls ringing: Do Not Disturb (right now), Enforce Working Hours (on a schedule) and Holiday / Out of Office mode (for a block of dates).
Company Directory
Keep one searchable directory of your staff with department, job title, extension, direct number, mobile and email.
Voicemail & greetings
Voicemail
Play messages callers have left, read the transcript, download, archive or delete them, and see which greeting is on air.
Voicemail Settings
Create voicemail boxes, link each to an extension, set the PIN, message length and greeting, and choose email notifications.
Voicemail to Email
Email every new voicemail to the address you choose, with your own subject line, the audio attached and an optional text transcription.
Greetings
Make professional announcements by typing them and choosing a natural voice, recording with your mic, or uploading audio — then put them on air.
Hold Music
Choose a track from the licensed library or upload your own MP3 or WAV, and set the default that plays on hold and in queues.
Making & taking calls
Softphone
A working desk phone in a browser tab. Dial, answer, transfer, hold and transfer, add a third person, record, and use DND, hours and holiday shortcuts.
App: Settings & Notifications
What every switch in the Silux Call app's Settings and Notifications does, why some are greyed out, how the PIN works and how Do not disturb works.
Bluetooth: headsets, earbuds & car
Take your business calls hands-free on any Bluetooth headset, AirPods, earbuds or car kit, on the Silux Call app for iPhone and Android, the desktop app and the browser.
Call Hold
See calls on hold in real time and resume them, set a maximum hold time, and call customers back automatically if they wait too long.
Call Waiting
Hear a tone when a second call arrives while you are busy, choose how many calls can wait, and what happens when the limit is reached.
Call Park
Put a call into a numbered slot and pick it up from any phone by dialling the slot. Set the slot range, timeout and what happens if nobody collects it.
International calls
Every Silux Call account, trial or paid, calls UK landlines and mobiles only. To call abroad, ask for international calling to be switched on. Extra charges apply.
Your team
Extensions
Give each person or phone a 3 or 4 digit extension, assign it to a user, choose the device type, and call each other free anywhere in the world.
Line Status (BLF)
Live presence for every extension (free, ringing, on a call) and pickup groups that let team members answer each other's ringing phones.
Conference Bridges
Create permanent dial-in conference rooms with participant and admin PINs, a participant limit, mute on join, join/leave tones and optional recording.
Paging / Intercom
Create paging groups of extensions. Dial the group's extension to broadcast a live announcement, or use duplex mode for two-way intercom.
Call Whisper
Play a short private message to the person who answers before the caller is connected — e.g. "This is a business call" — the caller hears nothing.
Call Monitoring
Supervisor tools for live calls: listen silently, whisper coaching only your colleague hears, or barge in so both parties hear you.
Users
Add team members with their own login and extension, give them a role, and add extra users (also called extensions) to any paid plan so more people can use the app at the same time.
Live Calls
A live call-centre view that updates every 5 seconds: active calls, today's inbound, outbound and missed, answer rate, longest wait and agent status.
Desk phones
Desk phones
Use a real desk phone or cordless DECT phone on your Silux Call number. Any standard SIP phone works; here are the settings and a guide for each popular brand.
Yealink
Step-by-step: connect a Yealink phone (T31, T33, T43, T44, T46, T48, T53, T54, T57 and W-series cordless) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Grandstream
Step-by-step: connect a Grandstream phone (GRP2601, GRP2602, GRP2612, GRP2614, GXP1620, GXP2160, WP810 and DP750/DP752 cordless) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Snom
Step-by-step: connect a Snom phone (D120, D315, D335, D713, D717, D735, D785, D865 and M-series cordless) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Poly (Polycom)
Step-by-step: connect a Poly (Polycom) phone (VVX 150, 250, 350, 450 and Edge E100 to E550) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Fanvil
Step-by-step: connect a Fanvil phone (X1, X3, X4, X5, X6, X7 and H-series) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Cisco
Step-by-step: connect a Cisco phone (IP Phone 6800, 7800 and 8800 Multiplatform (MPP), SPA300/SPA500 series and SPA112 adapter) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Gigaset
Step-by-step: connect a Gigaset phone (N670 IP PRO, N870 IP PRO, N510 IP PRO, N300 IP and home bases such as the A690IP and C430A GO) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Panasonic
Step-by-step: connect a Panasonic phone (KX-HDV130, KX-HDV230, KX-HDV330, KX-TGP600 cordless and KX-UT series) to your Silux Call number in about 10 minutes, with the exact boxes to fill in.
Recording & reports
Call Recording
Every recorded call with date, caller, duration and size. Play it in the browser, read its transcript, download it as MP3 or the original WAV, or delete it.
Recording Settings
Choose whether calls are never recorded, recorded after consent, or all recorded; set how long recordings are kept; and mute recordings while card numbers are given.
Transcription
Automatically transcribe calls and voicemails, search every transcript, choose language and retention, and download transcripts as text files.
Analytics & CDR
Every call in and out with time, numbers, duration, status, cost and recording. Filter it, chart it, and export to CSV or Excel.
Activity Log
An audit trail of every action on your account — sign-ins, settings changes, billing, users — searchable by date, category and text, with CSV export.
Missed Calls
Email, SMS or WhatsApp alerts for missed calls, with the caller's number, time and a voicemail link, plus a list of your last 20 missed calls.
Network Quality
Run a self-serve VoIP readiness test that measures latency, jitter, packet loss and a call-quality score (MOS), and check our connection servers are reachable.
SMS & WhatsApp
Caller Texts
Text the people who call you automatically: when you miss their call, when they leave a voicemail, or when they press a key on your Call Menu for your link. UK mobiles only, no marketing.
SMS & WhatsApp notifications
Buy SMS or WhatsApp call alerts, choose the mobile they go to and pick the events: every incoming call, missed calls, diverted calls and new voicemails.
SMS & WhatsApp notifications
Receive business SMS notifications on your mobile the moment something happens: missed calls, voicemails and transcripts, callers who gave up waiting, suspicious calls, payments, number transfers and security alerts. You choose exactly which ones.
WhatsApp Bot
WhatsApp on your account: a shared WhatsApp Business inbox (Enterprise or £5/month add-on), WhatsApp missed-call notifications and WhatsApp call alerts.
Chatbot Widget
The Chatbot Widget page explains the website chat bubble from our sister company Silux Chat and opens the Silux Chat app, where you build it.
Ordering SMS & WhatsApp
The SMS and WhatsApp add-ons explained (SMS call alerts, WhatsApp call alerts, SMS notifications and the WhatsApp Business inbox) with what each costs and exactly how to order it. Silux Call texts are notifications only: your business number does not send or receive texts.
Smart Voice
Smart Voice
See your plan's Smart Voice features, which are active, and request ones that need setting up. Pro includes 20 Smart Voice minutes a month; Enterprise 300.
Smart Configuration
Switch Smart Voice on, write the instructions it follows, set reply length and style, cap sessions per day, add an optional webhook, and test the connection.
Smart Receptionist
The Smart Receptionist answers in your chosen voice, finds out what the caller needs, answers routine questions, books appointments and passes real opportunities to you.
Minutes & top-ups
Buy 50, 100 or 250 extra AI receptionist minutes in one payment. They are added to this month straight away, so the AI keeps answering through a busy spell.
Safety & compliance
Scam Shield
Every inbound call is screened before your phone rings. Choose what happens to suspected scams, add your own block and allow rules, and test any number.
Emergency 999
Register the installation address for your numbers so 999/112 operators know where to send help, and read the VoIP emergency-calling limitations.
Payments
Callers type their card number on their own keypad, your staff never hear it, recordings pause automatically. See every payment, filter by status and refund.
CRM Integration
Connect Salesforce, HubSpot, Zoho, Pipedrive or any webhook-compatible system to log ended calls, missed calls and voicemails automatically.
CRM Integration
Connect Clio Manage once and every call, missed call and voicemail is logged in Clio on the caller's contact and open matter. Free on every plan, including the free trial.
Account & billing
Features & Add-ons
The add-on store. Every feature shows whether your plan includes it, whether you already pay for it, or its monthly price. Add to basket, check out, and it switches on immediately.
Billing
See your current plan and usage, upgrade, manage cards and Direct Debit, and download PDF invoices and statements.
Minutes & top-ups
How outgoing minutes are counted across all your lines, the fair-use minutes on each plan, calls at once, and how to top up or add a line in seconds.
Subscription & usage
Your plan, monthly total, billing status, next charge, minutes used this period, trial end date, and cancel or reactivate your subscription.
Calling Bundles
See your international calling bundles: included destinations, included minutes, minutes used, overage minutes and overage charge.
Settings
Your organisation details, Beginner or Advanced mode, the features and limits on your account, webhooks, two-factor authentication and password.
Book Support
Try self-service first (FAQ, setup guides, chat), or book a 30-minute support slot, Monday to Friday 9am–5pm UK time, from the next working day. Emergency slots for urgent outages.
Affiliate
Your referral code and link, your affiliate tier, the customers you referred, and monthly payouts or account credit.
Upgrading your plan
When to upgrade versus buying one add-on, how plan pricing works, how to add extra landlines, and what changes the moment you upgrade.
Developer API
API
Start calls with one click from your own CRM, booking system or spreadsheet, and pull your call history and call recordings into it, using a secure API key.
API
A step-by-step test of the Silux Call API from a terminal: list your extensions, then ring your own extension and dial a number.
API
How Silux Call API keys work, where to keep them safe, how to change a key without downtime, and what to do if one is exposed.
API
Everything about starting a call through the API: what to send, what comes back, what the caller and the customer see, and what can go wrong.
API
Copy-ready recipes for putting a "Call" button next to every phone number in your own CRM, spreadsheet or booking system, safely.
API
Pull your recent calls into your own system: what each field means, how to fetch only new calls, and how to match calls to your contacts.
Settings → Webhooks
Get a message on your own server the moment a call starts, is answered, is missed or ends, when a voicemail arrives and when a recording is ready. Every event, its fields and how to check it came from us.
API
Copy your call recordings into your CRM or your own storage: list them, then download each one as an MP3.
API
Every error the Silux Call API can return, what it means and how to fix it, plus the request limits.
Reseller portal
Reseller Portal
Monthly recurring revenue, commission, customers, conversions and recent activity for your white-label portal, with shortcuts to every reseller page.
My Customers
Create customers with an admin login and package, add numbers, switch features on and off, and suspend or reactivate accounts.
Sales
Every order placed by you or your customers and what it earned: live orders, lines sold, monthly value and order commission. Cancelled orders stay visible but earn nothing.
What You Earn
You earn two ways: a share of everything you charge above the platform minimum, and a fixed amount per live line. Both are worked out monthly and paid in arrears.
Affiliate Links
Generate referral links, see clicks, conversions and commission earned, and the recent sign-ups each link produced.
Reseller Activity
A log of activity across all your customers: time, category, severity, description and tenant ID.
Portal Branding
Set your company and trading name, subdomain or custom domain, one of three colour palettes, logo, favicon, contact details, portal content and footer.
Pricing & Margins
Set the customer-facing price for each plan — more than the minimum, never less — and see your margin and a customer statement.
Customer Billing
Save customer cards, take one-off charges, create weekly, monthly or annual recurring plans, raise branded invoices, and see what you owe the platform.
Portal Billing
Your portal subscription — month-to-month or 12-month contract — fee, next charge, and the affiliate payouts your portal earned.
My Commission
Commission this month, annual run rate, one-off earnings, and each item you earn on with your rate, quantity, retail value and earnings.