PhonePro Integration
Running a cellphone repair shop means managing dozens of customer calls and messages daily. But when your landline, POS, and text system do not work together, you end up missing calls, losing inquiries, and frustrating customers. PhonePro changes that by unifying calls, texts, and POS integration into one seamless system built specifically for repair businesses - so you never miss another customer. Blaine went through something similar too.
Video Guide:
FAQs
Where is PhonePro available?
PhonePro is available for US, Canadian, and Australian merchants.
Why is VOIP better than traditional phone systems?
- VOIP systems are cloud-based and do not require extra hardware.
- They are easier to scale with just a few clicks.
- They offer advanced features such as call logs, SMS, and routing.
- Updates happen automatically in the backend without delays.
How to set this up?
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Go to 9 dots > Integrations > Integrated Phone System (Powered By 3CX)
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Tap Connect
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Tap on Get Started or Contact Support
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After purchasing, you will land on the configuration page of Integrated Phone System – Powered by 3CX.
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If you are already using RD SMS, you can use your current number for this integration.
What is IVR and the digital receptionist?
IVR allows you to create menu options for customers, such as: Press 1 to talk to a technician for a quote or Press 2 to talk to customer support for repair updates. The Digital Receptionist allows you to create prompts and actions, route calls to departments or extensions, and manage calls more efficiently. Unlike other providers that charge per extension, PhonePro offers unlimited extensions at a flat rate.
How do I implement a Digital Receptionist in 3CX Version 20?
Log in to the 3CX Management Console, go to Admin > Call Handling, and click Add Digital Receptionist. Upload or record a welcome message, set menu options (e.g., “Press 1 for Sales”), and assign destinations like extensions, queues, or voicemail. Configure timeout/invalid input handling, save the setup, test the menu, and finally assign the Digital Receptionist to a phone number so incoming calls are routed through it.
How to keep using my existing number with PhonePro?
If you do not want to use a new number, you can use the Port In option.
Fill out the Port In form to submit your request.
The process usually takes 10 to 15 working days (conditions applied).
How to view call logs?
- Go to the Call Log tab.
- You will see complete call history details for your customers.
What are canned responses?
Canned responses let you set up automatic SMS notifications at the conclusion of each call for personalized follow-ups. They also allow you to quickly respond to missed calls. You can write SMS content for every missed or received call, provide store information and other contact details, and share quick updates with customers who could not connect.
Does PhonePro support multiple calls?
Yes, PhonePro does support multiple calls.
Can I set up permissions for PhonePro?
Yes.
- Go to 9 dots > Store Settings > Employees > Manage Roles Permissions.
- Select the role you want to update.
- Under Integrations > PhonePro, check or uncheck the box to set permissions.
What details can I see during a call?
Traditional phone systems show only the caller’s number. PhonePro displays ticket details, information about previous orders, and lets you save notes directly in your POS.
Can I use one number for both calls and texts?
Yes. PhonePro lets you use a single mobile number for both calls and SMS, receive pop-up notifications in your POS, and avoid confusion or lost leads. (Learn more)
What do popup notifications show?
When a new call comes in, a popup appears inside your POS showing caller details. You can edit or add customer info, take notes during the call, save them to tickets, convert the call into a lead, or send quotes and store details while still on the call.
How does SMS automation help?
- Send store directions, repair quotes, or promotional texts.
- Share social media links to boost engagement.
- Set up different custom messages for missed calls or follow-ups.
Can I track call logs and recordings?
Yes. PhonePro notifies you in RepairDesk and via email for every call. All calls are logged, and recordings can be replayed to train staff or clarify customer details. Missed calls can be called back, and recordings can be linked to tickets for technicians. (Learn more)
Does PhonePro support call routing?
Yes. PhonePro lets you route incoming calls to another number if you are busy, ensure no call goes unanswered and route calls to the right staff. (Learn more)
Which IP Phones should I use?
Visit this article to learn more.
How do I set up office hours in 3CX?
- Log in to your 3CX Management Console
- Click on Admin
- Click on Office Hours
- Set Your Time Zone
- Define Office Hours