Managing Your PBX

This guide covers day-to-day operations, monitoring, and integrations for a running Thirdlane PBX system.

For first-time setup after installation, see Initial Configuration which walks through platform and tenant setup in order, with links to detailed guides:

• Call Routing Setup Guide — inbound/outbound call routing, schedules, IVRs, queues
• Contact Center Setup Guide — queues, agents, dispositions, policies, monitoring
• Messaging Setup Guide — SMS and WhatsApp channels, inbound routes, templates

Day-to-Day Operations

Adding Users

The most common daily task. You can:

• Add users individually via User Extensions
• Add in bulk via Bulk Generator (CSV upload)
• Sync from directory services via Directory Sync

Monitoring

• Users Status - See who is registered and active
• CDR - View call detail records
• Call Center Metrics - Real-time call center monitoring and analytics
• Grafana Dashboards - System performance metrics
• Change Log - Track who changed what

Troubleshooting

• System Logs - View PBX, Kamailio, and system logs
• Data Sync - Check config sync status
• System Audit - Validate configuration integrity
• Banned IPs - Check for security blocks

Maintenance

• Backup and Restore - Regular backups
• System Updates - Apply platform updates
• License - License management

Integrations

The platform integrates with external services and tools in several ways:

CRM Integration

Connect your PBX to popular CRM systems for screen pops, click-to-call, and call logging. Configure CRM connectors in CRMs under Tenant Management > Integrations.

Directory Services

Sync users from LDAP, Google Workspace, or Microsoft 365 using Directory Services. This keeps your PBX user list in sync with your organization’s directory.

Workflow Automation

Use Automations (powered by Activepieces) to connect PBX events to external services — trigger actions in Slack, email, CRM, or any webhook-enabled service when calls arrive, voicemails are left, etc.

Event Hooks and Webhooks

• Event Hooks - System-level HTTP callbacks triggered by PBX events
• Webhooks - Tenant-level notifications sent to external services
• Thirdlane Connect Channels - Messaging channels for team communication

REST API

The platform provides a comprehensive REST API for programmatic management. Use it for provisioning automation, monitoring, or building custom integrations.

Multi Tenant Considerations

In Multi Tenant mode, there are two levels of administration:

• Platform level - System settings, telephony, cluster management, managed by the platform administrator
• Tenant level - Everything under “Tenant Configuration”, can be delegated to tenant administrators

Use Administrators to create tenant admin accounts with appropriate permissions. Tenant admins can manage their own users, routing, and features without accessing platform-level settings.

Resellers can manage groups of tenants on your behalf.