Short answer: plan the move in three parts. First, list everything your PBX does today: numbers, call flows, queues, agents and reports. Then set up the cloud call center and run it alongside the PBX while you test and train. Switch over only when test calls pass, and keep a rollback plan until the new setup has handled a few normal weeks.
Updated 29 October 2026.
Signs you have outgrown the office PBX
An office PBX was built for desk phones in one building. These are the usual signs that it no longer fits how your team works:
- Agents can only take calls at their desks, and working from home needs a VPN or call forwarding to personal mobiles.
- Calls sit in one system while WhatsApp and SMS sit in others, so no one sees the full customer history.
- Callers reach whoever is free rather than the right team, because there is no proper IVR or routing.
- Recordings and call logs are hard to find, or are not kept at all.
- Managers cannot see live volumes, wait times or agent activity without collecting reports by hand.
- Adding a new agent or branch means more hardware, wiring and a visit from the vendor.
A cloud call center removes the PBX box, desk phones and servers. Agents work in a browser or on a smartphone with a headset, from anywhere with an internet connection.
Pre-migration checklist
Work through this list before you set anything up. Each item becomes a configuration decision later.
- Numbers and ownership. List every number customers call, including hotlines, branch lines and numbers printed on invoices or vehicles. Note which provider supplies each one and whose name the account is in.
- Call flows and IVR. Write down what happens when someone calls each number: greeting, menu options, transfers, voicemail and where calls go after hours.
- Queues and hours. Define each queue (sales, support, billing), its opening hours, holiday behaviour and what callers hear while they wait.
- Agents and roles. List agents, supervisors and admins, which queues each person handles, and who may listen to recordings or change settings.
- Headsets and internet. Check that every agent has a wired or good-quality USB or Bluetooth headset, and that office and home connections are stable. Plan a backup connection for the office.
- Recording and retention policy. Decide which calls you record, why, who can access them and how long you keep them. Agree how you will tell callers they are being recorded.
- CRM or helpdesk link. Decide whether calls should open or update a customer record or ticket, and which fields matter.
- WhatsApp and SMS in the same inbox. Decide whether agents will also handle WhatsApp Business API conversations and SMS from the same screen, and which queues those messages join.
- Reporting KPIs. Pick the numbers you will review each week, such as call volumes, wait times, missed or abandoned calls, agent activity and call outcomes.
Call recording and personal data
Call recordings are personal data. Sri Lanka's Personal Data Protection Act, No. 9 of 2022 sets duties for organisations that process personal data. These include having a lawful basis such as consent, using data only for specified purposes, keeping it no longer than necessary, protecting it with appropriate technical and organisational measures, and telling people how their data is used. Write these points into your recording policy, and ask your legal adviser how the Act applies to your business.
On the platform side, Bloomwire's platform is hosted on AWS, with encryption in transit and at rest, role-based access and audit logging. Role-based access lets you limit who can play back recordings.
Your phone numbers: keep, move or add
Most businesses want customers to keep calling the number they already know. Can you keep it? In most cases, yes. Where possible, your existing number can be moved over to the cloud call center, and our team will advise based on your current provider. Include this question in your first conversation with us, because the answer affects your cut-over date.
You can also add new numbers during cloud telephony provisioning, for example a dedicated support line or a number for a new branch.
A cut-over plan that leaves room to roll back
- Parallel run. Set up queues, IVR and agents on the cloud platform while the PBX still handles live calls. Route a test number or one small team through the new system first.
- Test calls. Call every number and menu option from mobiles on different networks and from a landline. Test after-hours routing, full queues, transfers, recordings and the CRM link.
- Training. Train agents on answering, transferring, wrap-up and switching between calls, WhatsApp and SMS. Train supervisors on live dashboards and recordings.
- Go-live. Pick a quiet day and time, move the numbers or routing, and keep supervisors and your provider's support contact available for the first shifts.
- Rollback. Before go-live, write down how you would send calls back to the old setup and who decides. Do not cancel PBX lines or contracts until the new setup has run smoothly for an agreed period.
After go-live: what to monitor
Use the live analytics from the first day. Watch call volumes by hour, wait times, agent activity and outcomes, and check call logs for missed calls. Compare them with what you expected from the PBX era, and adjust queue sizes, IVR options and staffing hours.
Listen to a sample of recordings each week for quality, and ask agents what slows them down. Once calls are stable, consider adding an AI agent on WhatsApp and other messaging channels to answer routine questions and hand over to a person when needed.
How Bloomwire runs the move
- Connect your business: we map your teams, queues and channels.
- Cloud telephony provisioning: we set up the numbers you need.
- Number verification: where possible, your existing number is moved over.
- Platform setup: agents, queues, IVR, routing and roles are configured and tested.
- Start handling every channel: your team goes live on calls, WhatsApp and SMS with training and support.
Frequently asked questions
Do we still need desk phones or a PBX box?
No. The call center runs in the cloud. Agents use a browser or smartphone with a headset, and no PBX hardware, desk phones or servers are needed.
Can we keep our existing phone number?
In most cases, yes. Our team will advise based on your current provider before you set a go-live date.
Can agents work from home?
Yes. Agents can work from anywhere with an internet connection, without a VPN. Check home connections and headsets as part of your checklist.
Can calls, WhatsApp and SMS be handled in one place?
Yes. The unified agent inbox shows calls, WhatsApp and SMS together with the customer's history.
Do we need to tell customers that calls are recorded?
The Personal Data Protection Act includes transparency duties, so the safe approach is to tell callers before recording starts and explain why. Ask your legal adviser to confirm the wording and your retention period.
Related reading
- Cloud call center for Sri Lankan businesses
- WhatsApp Business API with a shared team inbox
- AI agents in Sinhala, Tamil and English
- Bulk SMS gateway and API
Want to see how your current call flows would look in the cloud? Book a contact centre demo and we will walk through your checklist with you.
