# Wildix

> Call activity against the client record, and a click-to-dial that starts from the contact rather than from a handset.

**URL:** https://cubemsp.co.uk/integrations/wildix

The call is part of the client history, so it should be on the client record.

A great deal of what a managed service provider does happens on the telephone, and almost none of it ends up on the record. Wildix exposes a well-documented API and Crushed Ice has been building against it for years, so bringing call activity onto the client and incident record is familiar ground rather than speculative. Inbound calls identify the client from the number, calls can be logged against an incident, and click-to-dial starts from the contact you are already looking at.

## Details

- **Category:** Telephony
- **Licence cost:** included, no per-connector charge
- **Platform:** CubeMSP (https://cubemsp.co.uk/platform)

## What syncs

- **Call activity** (Into CubeMSP): Inbound and outbound calls logged against the client and contact identified from the number, with duration and outcome.
- **Caller identification** (Into CubeMSP): The client, site and open incidents for an inbound number surfaced as the call arrives, so the person answering already has the context.
- **Click to dial** (Out of CubeMSP): Dial from the contact record on screen rather than typing a number into a handset, with the call logged automatically.

## How it behaves

- **Context before you answer:** Who is calling, which client, which site and what is currently open for them - on screen as the phone rings rather than after asking.
- **Calls attached to incidents:** A call about an open incident logged against it, so the record of what was discussed is where the work is rather than in somebody’s memory.
- **History that includes the phone:** The client record shows calls alongside incidents, notes and projects. For accounts where most contact is by telephone, this is the difference between a record and a fiction.
- **Call volume per client:** How much telephone support an account actually consumes, which is frequently the missing figure when a fixed fee looks unprofitable and nobody can say why.

## Setup

1. Provide API credentials for your Wildix PBX.
2. Map extensions to CubeMSP users so calls attribute to the right person.
3. Enable caller identification and click-to-dial per user rather than for everyone at once.

## Frequently asked questions

**Is this available today?**

No - it is planned. We are being specific about it because the group has built Wildix integrations before and the API is well understood, but it is not shipped and we will not imply that it is.

**Do you record calls?**

No. Call recording is a PBX function with its own legal and retention considerations, and it should stay there. CubeMSP records that a call happened, with whom, and about what.

**What about other phone systems?**

The same pattern applies to any PBX with a usable API. Wildix is named because it is the one the group knows best, not because it is the only one possible.

**Does call time count towards billable time?**

It can. Logged call duration can be turned into a time entry against an incident, which is how most telephone support ends up billed correctly rather than not at all.

## Related integrations

- **Microsoft 365** - Single sign-on through Entra ID, licence counts reconciled per client, and incidents raised from mail without leaving the tenant you already manage. https://cubemsp.co.uk/integrations/microsoft-365
- **REST API & Webhooks** - A documented REST API and webhooks on every meaningful event - included in the platform, not licensed per connection. https://cubemsp.co.uk/integrations/rest-api
- **Microsoft Teams** - Assignment, escalation and breach notifications in the channel your engineers already have open, without another application to watch. https://cubemsp.co.uk/integrations/microsoft-teams

## Contact

- **Product:** CubeMSP
- **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972)
- **Email:** hello@cubemsp.co.uk
- **Sales:** sales@cubemsp.co.uk
- **Support:** support@cubemsp.co.uk
- **Telephone:** 01234 672 617 (+441234672617)
- **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP
- **Opening hours:** Monday to Friday, 9am to 5.30pm
- **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)