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Platform Documentation

Initial Configuration

After completing the Initial Wizard, follow these steps to get your system operational. The order matters — later steps depend on earlier ones.

For a deeper look at day-to-day operations, monitoring, and integrations, see Managing Your PBX.

Platform Setup (System Administrator)

These steps are done once and apply to all tenants.

1. Verify Network and Domain Settings

Confirm that the settings from the Initial Wizard are correct:

  • Network Topology — internal and external IP addresses. Critical for NAT traversal and remote phones.
  • Domains and SSL — your FQDN and SSL certificate. Required for Thirdlane Connect (WebRTC) and secure access.

2. Configure Trunks

Trunks connect your system to SIP providers for external calling.

Where: Configuration > Communications Settings > Trunks

Create at least one trunk with the credentials from your SIP provider. Verify it registers successfully (green status icon in the grid).

3. Add Phone Numbers (DIDs)

Import or add the phone numbers assigned by your provider.

Where: Configuration > Communications Settings > DIDs

In Multi Tenant mode, DIDs must be assigned to a trunk and then allocated to tenants.

4. Create Tenants (Multi Tenant Only)

Each tenant is an independent organization with its own users, routing, and features.

Where: Configuration > Organizations

  1. Create the tenant with a name and domain
  2. Allocate DIDs to the tenant
  3. Set feature flags (messaging, WhatsApp, CRM, contact center) based on what the tenant needs
  4. Optionally create a tenant administrator so the tenant can self-manage

For single-organization deployments (Business Phone System mode), skip this step.

5. Set System Defaults

Configure defaults that tenants and users will inherit:

6. Optional Platform Services

Configure these if needed:

ServiceWhen to configure
Messaging GatewaysTenant needs SMS messaging
Text-to-SpeechIVRs will use TTS for greetings
Identity ProvidersUsers will log in via SSO (Google, Microsoft, Okta)
Provisioning SettingsPhysical phones will be auto-provisioned
Call PermissionsRestrict who can make international or toll calls

Tenant Setup (Tenant Administrator)

These steps are done per tenant. A tenant admin can do all of this without platform-level access.

1. Create Users

Every person who will make or receive calls needs an extension.

Where: Tenant > Users > User Extensions

  • One by one: Click Add Extension, fill in the details
  • In bulk: Use Bulk Generator to upload a CSV
  • From directory: Use Directory Sync for LDAP, Google Workspace, or Microsoft 365

After creating users, use Send Email in the toolbar to send welcome emails with login credentials.

2. Set Up Call Routing

Configure how inbound calls reach users and how outbound calls reach the outside world.

Call Routing Setup Guide walks through the full process:

  • Create schedules (business hours, holidays)
  • Build IVR voice menus
  • Create queues and/or hunt groups
  • Wire DIDs to destinations via inbound routes
  • Configure outbound dialing routes and permissions

3. Set Up Contact Center (Optional)

If you need call queuing, agent management, disposition tracking, and metrics.

Contact Center Setup Guide covers:

  • Creating queues with ring strategies
  • Adding static members and dynamic agents
  • Configuring disposition codes and ACW policies
  • Setting up messaging session policies
  • Monitoring and reporting

4. Set Up Messaging (Optional)

If you need SMS and/or WhatsApp messaging through Thirdlane Connect.

Messaging Setup Guide covers:

  • SMS: gateway configuration, outbound routes, messaging channels, inbound routes
  • WhatsApp: Meta Business Account setup, phone sync, DID mapping, webhook configuration, templates

5. Provision Phones (Optional)

If using physical SIP phones with auto-provisioning:

  1. Ensure Template Bundles are installed for your phone models
  2. Add devices in Tenant > Device Provisioning > Managed Devices
  3. Assign each device to a user extension
  4. Point phones at the provisioning URL (from Provisioning Settings)

6. Configure Thirdlane Connect (Optional)

Thirdlane Connect is the web and desktop app for team messaging, voice, and video.

  • Launch — access and manage Connect for the tenant
  • Channels — create team messaging channels
  • Webhooks — integrate external services with Connect channels

Users access Connect at https://your-domain/connect/app/ using their extension credentials.

Verification Checklist

After completing the setup, verify these basics:

TestWhat to check
Internal callingDial between two extensions — both directions
Inbound callingCall a DID from an external phone — reaches the correct destination
Outbound callingDial an external number from an extension — call connects with correct caller ID
VoicemailCall an extension that doesn’t answer — voicemail greeting plays, message is recorded
IVRCall the main DID — IVR greeting plays, key presses route correctly
ConnectLog into Thirdlane Connect — presence shows, calls work via browser
Messaging (if configured)Send an SMS or WhatsApp message from Connect — message delivers

What’s Next

Once the basics are working:

  • CRM — manage contacts, accounts, and leads with the built-in Mini CRM
  • Tenant Branding — customize the tenant’s login page and Connect appearance
  • REST API — automate provisioning and management programmatically
  • Reports — CDR, call center metrics, and system diagnostics
  • Automations — connect PBX events to external services