Kamil Brzuszczak Case Study: VoIP 3CX Integration – AI Secretary and Queueing

Case Study: VoIP 3CX Integration for a multi-showroom company

The client was operating on a standard, traditional telephone line. With the opening of a new location, a need arose that classic telephony could not satisfy: connecting two showrooms – in Poznań and Wrocław – into a single, cohesive system, with professional call handling and the ability to work independently of a physical desk phone.

1. Starting Point and Challenges

Telephony migration is a project where costly mistakes are easy to make – from selecting the wrong license to downtime during porting. Key challenges included:

• Traditional lines don't scale: standard telephony could not link the Poznań and Wrocław showrooms into a single number with shared call handling.
• Extending the model to a new location: maintaining business calling continuity while launching telephony in a new city.
• Selecting the correct license: 3CX offers different plans, and overpaying for features the company won't use is a typical source of IT budget waste.
• Professional call handling: the company needed a solution that would never drop a customer and would intelligently route inbound traffic between both showrooms.

2. VoIP 3CX Integration Deployment Process

I guided the client through the entire process – from technology decisions to production launch:

1. SIP Trunk selection: I set up the SIP trunk line that forms the basis of the new VoIP telephony, matched to the company's needs.
2. Platform selection and license tests: We chose 3CX. Before making the final decision, we tested Enterprise and PRO licenses to verify which features were actually needed.
3. Choosing the 3CX PRO (self-hosted) plan: Based on the tests, the PRO plan in a self-hosted model was selected – providing the best feature-to-cost ratio with full control over the environment.
4. System configuration: I configured the PBX, internal extensions, call routing rules, and queue handling for both showrooms.
5. Team training: I trained staff to make using the new system natural from day one.

3. Deployed Solutions and Features

• Dual-showroom integration (Poznań + Wrocław): Both locations operate within one cohesive phone system rather than two independent lines.
• AI Secretary: Intelligent inbound call handling that greets callers and directs them to the correct showroom or department, easing staff workload.
• Call Queueing: Inbound traffic is organized in queues, so the company doesn't lose clients during peak load hours.

4. Business Outcome

The company transitioned from a standard phone line to a scalable VoIP system linking both locations. Thanks to the AI secretary and queueing, incoming calls are handled professionally without lost contacts, and the self-hosted model gives the client full control over costs and their telecommunications environment. This solution grows with the company – adding a new location or workstation no longer requires rebuilding the telephony system from scratch.

I implement these deployments as part of broader support in my role as a Fractional CTO, often combining telephony with customer service automation and AI integration.