OMNIA PBX is the cloud contact center, cloud ready, that powers OMNIA IA's voice agents: an operator that answers, understands, and resolves 24/7, with recording and a live dashboard for every call so no conversation gets lost.
OMNIA PBX is the phone system that receives, routes, and records every call in the operation, and the same layer that OMNIA IA's voice agents run on. It's not a generic PBX: every queue, every IVR, and every recording is built so a human and an AI agent can handle the same line with the same context.
It's cloud ready: cloud voice trunks (Liberty, Telefónica), calls straight from the browser with nothing to install, and its own management layer that exposes everything, queues, extensions, recordings, through an API, so the rest of the platform (the workspace, the voice agents) can consume it without friction. It scales horizontally without depending on a single box.
Six pieces working together: the base telephony, the AI layer that runs it 24/7, and the auditable trail of every call.
Queues only ring agents who have the softphone open: the system reads the real status of every voice session open in the browser, nothing to install, instead of depending on an external service. Logging in means opening the webphone; logging out means closing it.
One identifier, the UCID, pulls the full WAV file: local disk for recent calls, Object Storage for archived ones. If it doesn't exist, a clean 404, never a server error.
Every call, chat, or WhatsApp message comes in through a single operator that classifies intent and delegates to the right specialist, or routes it straight to a queue or a human. All of it anchored to its own bilingual knowledge base.
The AI operator answers in natural language, understands intent, and resolves or routes to the queue, the directory, or a human, respecting each area's hours. The IVR menu becomes the fallback, not the front door.
Media and the voice agent's brain run in active-passive pairs. The state of every conversation is coordinated in real time between both nodes, so a failover never loses the thread.
Extensions, live transcription, and call disposition synced with OMNIA, one panel to see who's handling what, no duplicated templates.
Here's what a real interaction's journey looks like: it comes in through any channel, a single operator decides who handles it, and every close is logged as a structured outcome.
The media layer (real-time, high-quality voice) and the voice agent's brain run in active-passive pairs. If one goes down, the other picks up the conversation exactly where it was, because the context never lived in just one process.
250 real production call openers, replayed against the AI operator to measure how it classifies and routes each intent.
None of the 250 calls hit a dead end, a hang-up, silence, or an unrouted "I didn't understand." Each one ended in a concrete action or a polite follow-up question.
An AI operator that answers 24/7, recording for every call, and real high availability, all on the same OMNIA foundation.