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General FAQ


  • Q: How to obtain a CLIR report?

To obtain the CLIR report for review and to provide it alongside the ticket when reporting issues with calls, one should navigate to the Reports->CDR section and use filters to obtain the specific call example as per the screenshot below:

In the picture above, there are 2 marked fields. The first is the filter field, which can be utilized to easily find the call in question. It's important to note that '%' can also be used in front of the number to match any number that contains the provided values. The second field allows for a change in the lookup based on linkedID. This means that if there are multiple legs for one call, all of them will be presented when the icon is changed from '#' to the linked ID icon.

  • Q: How to block an incoming number?

On certain occasions, there is a need to block a caller from reaching a specific user or entire tenant/system. 

In the PBXware system, we offer two possibilities:

  • Blocking an incoming call on the DID level
  • Blocking an incoming call on the tenant/system level

Both possibilities are implemented on the same principle: based on specific rules (in most cases, based on a certain Caller ID) unwanted callers can be blocked or sent to different locations.

The option is named CLI Validation & Routing on the DID level and CLI Routing on the system/tenant level.

To use this functionality on the DID level, users should edit the DID in question and access the CLI Validation & Routing box that should be available after editing a DID.

NOTE: Make sure that you edit DID on the sub tenant, and NOT on the Main tenant.

More information about CLI Validation & Routing can be found on our WIKI page.

To use all the benefits of this feature for the entire tenant, the administrator should navigate to the tenant in question and go to Settings. CLI Routing is available for accessing and configuring your desired rules from the Settings section.

More information can be found on the WIKI page.

NOTE: The option is available in other non-tenant editions (Business, Contact Center) under the Settings tab.

  • Q: How to refresh and update a license?

First, open up the setup wizard by typing the following in any web browser of your choice → https://YourPBXwareIP:81, where YourPBXwareIP is the actual PBXware IP address.

The client would have a prompt opened requesting authentication where one needs to enter the Root password of the PBXware in question.

Once this is done, the client would need to navigate further to the ‘Licensing’ tab and click on the Save button to refresh the license.

After all the steps above are completed, the license should be updated and the client can check the PBXware GUI and confirm the same. On the other hand, if the licenses are still not updating, feel free to reach out to your account manager and eventually open a ticket with the support team, if there is a need.

A full guide to license refresh is available on the attached link.

  • Q: Ghost calls

Calls that are directed to the device itself rather than passing through PBXware are so-called Ghost Calls.

More information about ghost calls and how to prevent them can be found in the following article.

  • Q: How to submit a feature request?

Submitting a feature request is very easy and similar to bug reporting. 

More details on how to format and submit a feature request can be found in the following article.

  • Q: How to add additional extensions to the license?

To add more Extensions to a specific license, please log in to your account on bicomsystems.com and navigate to the tab ‘Subscription Services’. 

Within this section, you would choose the subscription in question and add the amount of  Extensions. The step-by-step instructions are provided within this video.

To add new gloCOM subscriptions please follow the next video.

  • Q: How to assign new account members?

With the new portal, we added the ability for main account holders to assign account members, allow different permissions for them, and much more, to find out how to assign, manage, and remove account members please check the following link.

  • Q: Where can you find solutions articles?

At Bicom Systems, our support team takes pride in our extensive knowledge base and articles published and available to all our valued customers!

Not only do we offer excellent support and fast resolution to your reported issues, but we also empower you to find your solutions!

Once you log into your Customer Portal, you are presented with our knowledge base.

You can choose whether you want to use a search box and pinpoint the exact information you need, or you can browse your solution and learn by category!

To explore our available articles, navigate to the following locations: 

Discover, learn, and resolve with the Bicom Systems support team!

  • Q: How to show the original Caller ID when transferring the call?

To display an original Caller ID when transferring the call to an external number, the following options need to be set on extension transferring the call:

  • Trust Remote-Party-ID: ‘Yes’
  • Send Remote-Party-ID: ‘Use Remote-Party-ID’

To access the settings, navigate to the path below:

  • Tenant → Extensions → edit extension in question → Caller ID section

Note: The mentioned options are required to be set on the trunk in question used for the outgoing call.

Trunk configuration can be edited by navigating to the path below:

  • Master Tenant → Settings → Trunks → edit trunk in question

To find out which trunk is used for the outgoing calls please check which trunk is set as the Primary for that tenant in question and for that extension in question as well.

This can be checked by navigating to the path below (tenant configuration):

  • Tenant in question → Settings → Default Trunks → check the Primary trunk

Or by checking the extension in question on the path below (extension configuration):

  • Tenant in question → Extensions → edit extension in question → default trunks section

  • Q: How to capture a pcap?

Capturing a PCAP file can be done by utilizing the SNGREP SIP monitoring tool available within PBXware.

More information and guidelines for utilizing SNGREP can be found in the following article

  • Q: Where to find API Documentation?

PBXware API documentation can be obtained after logging into the PBXware system as an Administrator. After logging into the system the Administrator should navigate to:

  • Admin Settings > API Keys > Documentation

  • Q: How to order a PBXware upgrade/update?

In case of a minor update where the version changes for example v6.4 -> v6.7, you would need to open a regular support ticket. If you are hosted with us, we will arrange and proceed with the update at your earliest convenience free of charge. Otherwise, if you are self-hosted, we will provide you with instructions on how to proceed with the update after we enable it on your system. If you want us to do the update of your self-hosted system, this procedure would be charged accordingly. 

To access the PBXware upgrade wizard, please log in to your account at account.bicomsystems.com and navigate to ‘Licenses' in the left menu. Find and select the license number of the PBXware you wish to upgrade and click the ‘Request Upgrade’ button. This will take you to an upgrade wizard which will collect the necessary information needed to start the upgrade ticket with our support department.

More details on upgrade/update requests can be found on the following link

  • Q: Where can I find release notes/change logs and iso files?

All release notes, change logs, and iso files can be found on our download page located at the following link

Simply select a product, the middle section will contain download links, while the right section contains releases notes and changes logs links.

  • Q: How to port forwarding when the system is behind a firewall? 

When your PBXware system operates behind a router or firewall, it is crucial to ensure that all necessary ports, as detailed in the following link, are opened and forwarded at all times.

Failure to open/forward all relevant ports on the router/firewall may result in issues, such as one-way/two-way audio issues, inability to register to gloCOM applications, and many others!

  • Q: STIR/SHAKEN questions 

To have a STIR/SHAKEN activated on the PBXware, one would need to have the following:

  • STIR/SHAKEN License
  • PBXware v6.6 or above
  • STIR/SHAKEN Certificate

Note: Bicom System does not provide STIR/SHAKEN certificates, one should purchase these on their own.

To configure STIR/SHAKEN, one should navigate to the path below:

Master Tenant → Settings → Tenants → edit Master Tenant → STIR/SHAKEN section

Once there, one should upload the following:

  • Public Certificate 
  • Private Key

More detailed information about such a configuration can be found on the attached STIR/SHAKEN Video Tutorial.

Furthermore, detailed documentation about the same can be found on the attached STIR/SHAKEN Documentation

  • Q: How to fax on PBXware?

Email to Fax

To set up the 'E-mail to Fax' feature, please do the following:

  • Select a specific Tenant
  • Navigate to 'Fax'
  • Navigate to 'E-mail to Fax'

NOTE: It is needed to populate all the required fields after which this feature should be operating successfully on PBXware.

To further understand how 'E-mail to Fax' works, please refer to the list:

  • Everything needs to be set correctly on PBXware (as shown above)
  • Users have to send an e-mail with a PDF attachment
  • In the 'Subject' field of the e-mail being sent, users should enter the phone number of the Fax in the same format in which it has to be dialed from PBXware

NOTE: Users should have a dedicated e-mail box for this service.

After this e-mail is sent to the e-mail address stated in PBXware, the following procedure takes place:

  • The 'E-mail to Fax' service is looking for new emails and checking whether the requirements are fulfilled.
  • As soon as the PDF attachment is received, it is further sent to the number that is provided in the 'Subject' of the received e-mail.

The received e-mail should contain the following:

  • A PDF file
  • A valid number entered in the 'Subject' field

Fax to Email

Fax To Email is a PBXware feature that gives users the ability to send received faxes to an email address specified in DID.

For this feature to work properly, you need to correctly complete the Setup Wizard of the system, meaning that Server Details must be correctly set → SMTP configuration must be properly set. 

Now, to set the Fax To Email feature, follow these steps:

  • Login to the system administration
  • Navigate to 'DIDs' and add/edit the existing DID
  • Under 'Trunk', select the trunk over which the fax will be received
  • Select 'Destination'='Fax to Email'
  • Provide the extension number or E-mail address under the 'E-mail/Extension' field (If using an Extension number, email associated with the Extension will be used)
  • ‘Record Call’ set to No
  • Click on the 'Save' button

Send a fax from gloCOM

Once the client logs in to the gloCOM application, to send a fax, one should select the icon “Send Fax” from the bar below their picture if one is not available, click on the “hamburger menu” in the same bar and then on “Send Fax”.

Once done, a pop-up will open where one should populate at least the mandatory fields which are the name and the fax number of the recipient. Also, a PDF file that one is trying to fax should be attached.

More detailed information about fax in general is found on the attached link.

  • Q: How to set up a Caller ID?

CallerID can be configured on multiple levels which are Extension, Trunk, and Tenant.

CallerID on the Extension level can be configured through Enhanced Service Caller ID. More information can be found on the following page.

Default CallerID on the Tenant level can be configured by editing the tenant in question and navigating to the Default CallerID field under the General Settings section.

Outbound caller ID can also be set per Trunk. More information can be found on the following page.

  • Q: How to manage call recording on PBXware?

PBXware call recording can be configured at various levels, with the setup tailored to the specific needs of each user. The options for call recording include Main Tenant, Sub-Tenant, DID, Ring Group, Enhanced Ring Group, and Queue, as well as Extension, depending on the desired call recording approach.

For comprehensive details on how each of these options affects the recording feature in PBXware, please refer to the provided link.

  • Q: Are SMS trunks added per tenant in our license chargeable?

All SMS providers except Telnyx need to be added to the license per Tenant, however, there will be no extra charge for these entries. 

  • Q: Why is sipPROT not blocking all failed register attempts?

sipPROT by default blocks an IP address dynamically 3 times in a row before blocking it permanently. The default value for IP to get blocked is to have 10 invalid register attempts in under 1 minute. 

This can be changed in the sipPROT configuration, but users need to be aware of it as it may block users who accidentally type in the wrong password on their devices.

For sipPROT configuration please visit the following link.

  • Q: CLI command guide for clients

CLI command guides can be found on the following link, for more detailed documents please check the following article

  • Q: Will reload break our calls?

No, the reload will not break up the calls and will not cause any interference with the same. However, if a billing feature is used, calls that are in progress at the time when reload has been initiated will not be billed. 

  • Q: How can I view the agent’s status?

Agent status as well as other information can be obtained through the Supervisor Panel while utilizing the Supervisor edition on the desktop application.

More information about the Supervisor Panel can be found on this page.

Agent status within a specific queue can also be monitored through the Queue monitor.

More information about Queue monitoring can be found on this page.

  • Q: How to enable Support Access?

Support Access is a security solution developed by Bicom Systems to mitigate the risks associated with sharing access credentials in various communication channels, such as tickets and chats. It provides a more secure and efficient way to grant temporary access without exposing sensitive login information.

It is important to note that Support Access is available from v6.5 of PBXware and any version below will not have it available. 

To fully leverage this security enhancement and access other new features, it's highly recommended to update your system to the latest version. This ensures not only enhanced security but also stability and access to the latest functionalities.

More details on how to enable Support Access can be found in the following article.

  • Q: What is the difference between glocom and communicator?

gloCOM and Communicator represent the same application when it comes to the application structure. The main difference between gloCOM and Communicator is in the fact that gloCOM represents a Bicom-branded application and Communicator is a white-label application unrelated to Bicom branding.