Frequently asked questions.

SIP trunking supplies the connection between a phone system you already run and the telephone network. You keep managing the PBX itself.

Cloud PBX is the phone system, hosted for you. Extensions, call routing, IVR menus, queues and voicemail are configured online, and staff use desk phones, softphones or apps without an on-site PBX to maintain.

If you have a PBX you want to keep, SIP trunking is usually the starting point. If you would rather not run one, Cloud PBX is usually the better fit.

Yes. The services are designed to work together. A common pattern is virtual numbers routed to either a cloud PBX or an existing PBX connected by SIP trunk. Some organisations use Cloud PBX for most teams and a SIP trunk for a site that keeps its own PBX.

The right combination depends on your existing equipment, your team and the destinations you need to cover. We will recommend a configuration once we understand your requirements.

SIP trunking connects a business phone system (an IP PBX) to the public telephone network over an IP connection instead of traditional phone lines. SIP (Session Initiation Protocol) sets up, manages and ends calls; the voice itself travels as a separate media stream, usually RTP.

With a SIP trunk in place, your PBX can place outbound calls to ordinary phone numbers and receive inbound calls on the numbers assigned to it.

In many cases, yes. Most current IP PBX platforms support SIP trunks, but compatibility depends on the specific system, its software version, the codecs it supports and how your network is set up.

Tell us which PBX you use and how it is deployed. We will confirm whether it can be connected and what configuration it needs before anything is agreed.

Emergency calling over IP-based services has limitations that differ by country. It can be affected by power or internet outages, and the location passed to emergency services may need to be registered in advance and kept up to date, particularly for remote or mobile users.

We will explain the emergency calling arrangements and limitations that apply to your service and location before it goes live. Please keep an alternative way to reach emergency services where required.

Concurrent calls (sometimes called channels) are the number of calls a SIP trunk can carry at the same moment, inbound and outbound combined. It is separate from the number of users: twenty staff may need far fewer than twenty channels if they are rarely all on the phone at once.

Looking at your busiest periods helps size this correctly. We can help estimate it from your current call patterns.

Yes, that is one of its main uses. Because the phone system is hosted, staff can use their extension from the office, from home or on the move with a supported device and an internet connection, and calls can be routed between them as if they shared an office.

Call quality depends on each location having a suitable internet connection.

Core phone system functions such as extensions, call routing, IVR menus, ring groups, queues, voicemail and business-hours rules are the building blocks of the service. Advanced items, including call recording, integrations with other software, reporting and redundancy options, depend on the package and configuration agreed.

We will confirm the exact feature set in writing as part of your quotation.

A virtual number is a phone number that is not tied to a physical line at a specific location. Calls to it are routed over the network to a destination you choose, such as a cloud PBX, an IP PBX connected by SIP trunk, or a particular team or queue.

Depending on availability, virtual numbers can be local (geographic), national (non-geographic) or toll-free.

Availability varies by country, by number type and over time. Some countries offer local, national and toll-free numbers; others offer only some of these. Many regulators also require proof of address or business registration before a number can be assigned.

Tell us the countries and number types you need, and we will confirm what is currently available and what documentation each one requires. We do not list coverage on the website because it changes.

Often, yes, through a process called number porting, where your current numbers are transferred from your existing provider. Whether a number can be ported depends on the country, the number type and the providers involved, and the process usually needs an authorisation form and matching account details.

Porting timelines are set by the providers and regulators involved, so we confirm them case by case rather than promising a fixed date.

Calls can be routed to a Muqatel Cloud PBX, or to a compatible IP PBX connected by SIP trunk. Within the phone system, they can then go to an IVR menu, a queue, a ring group or an individual extension. Other destinations may be possible depending on the configuration; ask us about your case.

Pricing depends on the service, the number of users or concurrent calls, the destinations you call, and the numbers you need. We prepare a quotation after discussing your requirements, so you only pay for a setup that suits you.

Contact our team for a quotation. Prices and any minimum terms will be set out in writing before you commit.

For any of the services you need a stable internet connection with enough bandwidth for your expected number of simultaneous calls, and a network that does not interfere with SIP or voice traffic. Some routers apply a feature called SIP ALG that can disrupt calls and may need to be disabled.

For SIP trunking you also need a compatible IP PBX. For Cloud PBX you need supported devices: IP desk phones, softphones on computers, or mobile apps, depending on the package. We will go through the specifics for your setup.

Use the inquiry form on our Contact page. Tell us about your current phone system, the size of your team, the countries you need to call or be reachable in, and anything you already know you need. Our team will reply to discuss next steps.