❓ Can't find your answer here? WhatsApp us — we reply within 2 hours.
+6016 450 2380 sales@mobiweb.com.my
FAQ

Frequently Asked Questions

Everything you need to know about Cloud PBX, pricing, features, and switching from your current phone system.

Ask via WhatsApp Send Enquiry
Home Learn FAQ
General

General Questions

What is Cloud PBX?
Cloud PBX (Private Branch Exchange) is a business phone system hosted in the cloud rather than on physical hardware at your office. It delivers all the features of a traditional enterprise phone system — IVR, call recording, extensions, call routing — over the internet. You pay a monthly subscription instead of buying expensive hardware.
Is Cloud PBX suitable for small businesses in Malaysia?
Absolutely. Cloud PBX is especially advantageous for SMEs because there's no hardware to buy, no engineer to hire, and you can start with as few as 4 extensions for RM89/month. You get the same enterprise features that large companies use, at a fraction of the cost.
How is Cloud PBX different from a regular VoIP service?
Basic VoIP services only replace your phone line. Cloud PBX is a complete phone system — it includes an IVR auto-attendant, call queuing, ring groups, call recording, reporting, multi-branch support, and management portal. It replaces your entire PBX hardware, not just your phone lines.
Who is CloudPBX.my operated by?
CloudPBX.my is a product and service of Web ASP Sdn Bhd (Company No. 200801031143 / 832475-W), a Malaysian technology company with over 16 years of experience in cloud communications, VoIP, and business telephony.
Do you offer a free demo?
Yes! We offer a free 30-minute live demo where our team will walk you through the full CloudPBX system — including IVR, call routing, the mobile app, analytics dashboard, and AI features. Book via our contact page or WhatsApp us at +6016 450 2380.
Pricing

Pricing Questions

How much does Cloud PBX cost in Malaysia?
Our SME Cloud PBX plans start from RM89/month for up to 4 extensions (SME-4 plan). Plans go up to RM249/month for 24 extensions. All plans include the full feature set, mobile app, auto-attendant, call recording, and local support. Call Center plans start from RM119/month.
Are there any hidden fees?
No. Our pricing is completely transparent. The only additional costs you'll encounter are: (1) the one-time RM300 activation fee, (2) outbound call charges beyond your included minutes (billed prepaid at RM0.08–0.10/min), and (3) optional add-ons you choose.
Is there a minimum contract period?
Yes, our standard subscription requires a minimum 12-month commitment with advance payment. This allows us to offer the most competitive pricing and guarantee service quality. After 12 months, your plan auto-renews and you can modify or upgrade at any time.
Is there a setup or installation fee?
There is a one-time activation fee of RM300 which covers remote setup, configuration, and a training session for your team. On-site visits are available at an additional service charge. For SIP Trunking, installation charges start at RM100 within Klang Valley, Penang, and Johor.
What payment methods do you accept?
We accept online bank transfer (IBG/DuitNow), credit card, and cheque. For annual subscriptions, we can arrange monthly billing with approved credit terms. Contact our sales team to discuss payment options.
Can I upgrade or downgrade my plan?
Yes. You can upgrade your plan at any time by contacting our team — the new plan takes effect from the next billing cycle. Downgrading is possible at renewal time (end of 12-month term).
Do call rates change based on the plan?
Outbound call rates are fixed regardless of plan — Malaysia Local & Mobile from RM0.08/min. International calls are billed separately at competitive rates. Your plan's included minutes cover Malaysia destinations only.
Setup & Migration

Setup & Migration Questions

How long does it take to set up Cloud PBX?
Most CloudPBX deployments are live within the same business day after we receive your signed agreement, payment, and required documents. The entire process is done remotely — our team handles all configuration, and we provide a training session before handover.
What documents are required to sign up?
You'll need: (1) Company registration documents (SSM), (2) Proof of business address, (3) Contact person details with IC number, (4) DID number assignment form. Our team will guide you through the entire onboarding process.
Can I keep my existing Malaysian phone number?
Yes. Number porting is available for most Malaysian phone numbers. The porting process typically takes 7–14 business days and our team handles all the paperwork at no extra charge.
Do I need to buy any hardware?
No hardware is required for a basic Cloud PBX setup. Your staff can use the free BizCloud Softphone App on their smartphones, or use a browser-based softphone on their computers. If you prefer desk phones, we supply and configure Yealink IP phones — contact us for hardware pricing.
Can I keep my existing PBX and just add SIP trunking?
Yes. If you have an existing PBX, you can use our SIP Trunking service to connect it to our network and reduce your call costs significantly. We support most major PBX brands. Our team will advise on compatibility during the consultation.
What internet connection do I need?
We recommend a stable broadband connection of at least 1Mbps per concurrent call. Fiber broadband (Unifi, TIME, Maxis Fibre) is ideal. Our team will advise on bandwidth requirements during the setup consultation based on your expected call volume.
Is there a trial period?
We offer a free live demo rather than a trial account. The demo lets you see and experience the full system before committing. Contact us to arrange a demo session with your team.
Features

Features Questions

What features are included in all plans?
All CloudPBX plans include: Auto Attendant (IVR), Call Recording, Voicemail to Email, Ring Groups, Call Queuing, Call Transfer, Call Parking, Do Not Disturb, Conference Bridging, Real-time Dashboard, Call Detail Records, and the free BizCloud Softphone App for iOS and Android.
What is the BizCloud Softphone App?
BizCloud is our branded mobile app (available on iOS App Store and Google Play) that lets your staff make and receive calls on their business extension from any smartphone — using WiFi or mobile data. It's completely free and included with all CloudPBX plans.
Can I use a desk phone instead of the app?
Yes. We supply and configure Yealink IP phones (T31P, T43U, T46U models) that work seamlessly with CloudPBX. Contact us for hardware pricing and compatibility. Both desk phones and the mobile app can be used simultaneously.
Does Cloud PBX support multi-level IVR?
Yes. Our IVR supports multiple levels — for example, 'Press 1 for Sales, Press 2 for Support; if Support, Press 1 for Technical, Press 2 for Billing.' You can configure custom greetings, business hours routing, and after-hours messages.
What AI features are included?
CloudPBX.my integrates with our AI ecosystem: (1) AI CDR Analysis Chatbot — ask natural-language questions about your call data, (2) WhatsApp AI Agent integration via iwsapp.my — 24/7 AI customer service via WhatsApp after business hours, and (3) Smart call routing optimization.
Can I record all calls automatically?
Yes. You can configure automatic call recording for all calls, specific extensions, or specific queues. Recordings are stored securely in the cloud and accessible via the admin portal. Additional recording storage is available at RM10/500MB/month.
Does it work with WhatsApp Business?
Yes. We integrate with WhatsApp Business API via our iwsapp.my platform. You can set up an AI agent on WhatsApp that handles customer queries, qualifies leads, and books appointments — all integrated with your CloudPBX call flows.
Technical

Technical Questions

Is Cloud PBX secure?
Yes. All calls are encrypted using SRTP (Secure Real-time Transport Protocol) for voice and TLS for signaling — the same standards used in online banking. Our system includes a built-in firewall, IDS/IPS for intrusion detection, and continuous monitoring for toll-fraud attempts.
What is your uptime guarantee?
We commit to 99%+ service availability with automatic failover. Our infrastructure is hosted on redundant cloud servers. In the unlikely event of a service issue, our team is alerted automatically and works to restore service immediately.
What happens if my internet goes down?
If your internet connection fails, incoming calls can be automatically rerouted to a mobile number or another location you designate. Your staff can continue making and receiving calls using the mobile app on their smartphones over 4G/5G — no interruption to business.
Can Cloud PBX support multiple offices or branches?
Yes. CloudPBX.my supports unlimited branches on a single system. All branches share the same extensions, company directory, IVR, and admin portal. Internal calls between any locations are completely free. Branches can be anywhere in Malaysia or internationally.
What codecs do you support?
We support G.711, G.729, and G.722 (HD Voice) codecs. HD Voice provides significantly better audio quality for supported devices and connections. Our system automatically negotiates the best available codec.
Is my call data stored in Malaysia?
Our primary infrastructure is based in Malaysia. We comply with Malaysian data protection requirements. Call recordings and CDR data are stored securely and access-controlled to your account only.
Can I integrate Cloud PBX with my CRM?
Yes. CloudPBX supports CRM integration via API. Popular integrations include Salesforce, HubSpot, Zoho CRM, and custom CRM systems. Click-to-call, automatic call logging, and caller popup features are available. Contact our team for integration specifics.
Still Have Questions?

We're Here to Help You Choose

Our team has helped 30+ Malaysian businesses find the right Cloud PBX solution. Let us do the same for you.

WhatsApp Us Book Free Demo Call Us
Ask Now