Frequently asked questions
Enterprise buyers comparing Umney Connect with traditional PBX suites and cloud contact-centre platforms often ask the following.
What is Umney Connect?Umney Connect is a multi-tenant cloud PBX and CRM platform: browser dialing, SIP trunks, call records, contacts, roles, billing, observability, and optional AI assistants — delivered as software, not on-prem hardware appliances.
How does Umney Connect compare to 3CX or Amazon Connect?3CX is a mature PBX with strong on-prem and self-hosted footprints. Amazon Connect is a large-scale contact-centre service tightly coupled to AWS. Umney Connect targets teams that want a unified SaaS workspace (phone + CRM admin + tenant isolation) with global edge delivery, transparent product packaging, and carrier flexibility (bring your own SIP, or Umney-hosted Twilio / Telnyx paths) without operating PBX VMs yourself.
Is Umney Connect a full contact centre (CCaaS)?The platform focuses on business telephony, CRM workflows, multi-tenant administration, and agent tooling. Advanced enterprise contact-centre constructs (for example complex omnichannel queues at Amazon Connect scale) may be roadmap or plan-dependent — review Pricing and product docs for your edition.
Who is Umney Connect for?Multi-location businesses, MSPs and resellers who need strict tenant separation, startups replacing desk phones with browser softphones, and organisations that want API-accessible CDR and admin controls without managing Asterisk/FreeSWITCH infrastructure.
How does multi-tenant isolation work?Each Organisation (tenant) has isolated data scoped by authentication, authorisation guards, and tenant identifiers in the database and cache keys. Users only access Organisations they belong to. Platform Super Admins manage global catalogue, CMS, and platform settings separately from customer tenants.
Can I bring my own SIP trunk?Yes. Configure your own SIP credentials for outbound/inbound where your plan allows. You can also use Umney-hosted SIP options powered by telephony partners depending on plan and region.
Do you support browser softphones?Yes. Browser calling is supported via Twilio Voice integration (WebRTC), with edge selection and diagnostics tools for support. Requirements include a modern browser, microphone permissions, and correct TwiML / webhook configuration for your account.
Are phone numbers included?Numbers (DIDs) are typically provisioned through your carrier or Twilio/Telnyx accounts. Regulatory identity, address validation, and number stock vary by country and provider — not by Umney alone.
Does Umney handle E911 / emergency calling?Emergency calling obligations are jurisdiction-specific and provider-dependent. Do not rely on Umney as your sole emergency service unless your order form and provider configuration explicitly support compliant emergency calling for your locations.
Where does the platform run?Application edge and Workers run on Cloudflare’s global network. Durable business data uses managed Postgres (Neon) with connection pooling (Hyperdrive), plus Cloudflare D1/KV for operational state. This design prioritises low latency and resilience versus a single-region VM.
Is my organisation’s data shared with other customers?No. Tenant isolation is a core design requirement. Processors see data only as needed to host and secure the Service. We do not sell Customer Data.
What security controls do you provide?TLS in transit, role-based access, JWT-authenticated APIs, tenant-scoped queries, secrets for Workers, observability for admin diagnostics, and optional fraud controls such as dial prefix blocks and outbound velocity limits. Enterprise customers may request a security questionnaire and DPA.
How does billing work?Subscriptions and add-ons appear under Pricing and in-dashboard billing. We support modern payment processors (for example Stripe and Paystack). Carrier usage may be billed by your telephony provider separately from Umney subscription fees.
Can I try before purchasing?Register for an account and review trial / plan options on the Pricing page. Feature availability depends on the plan attached to your Organisation.
How do I invite my team?Organisation admins can manage users and roles from the dashboard (Users / Roles). Assign least-privilege roles so agents cannot access billing or platform settings.
Do you offer APIs?Yes. REST APIs under /api power the dashboard. Authenticate with JWT; send X-Tenant-ID where required. Webhooks are used for telephony events (Twilio/Telnyx). Treat API tokens and SIP secrets as credentials.
What about CRM and contacts?Contacts and related CRM workflows live alongside telephony so agents can see context while dialing. Exact modules depend on entitlements for your Organisation.
Is there an AI voice agent?AI assistant capabilities are available on eligible plans (Workers AI and related voice pipelines where enabled). Treat AI outputs as assistive; keep humans in the loop for regulated decisions.
How are Terms, Privacy, and this FAQ updated?Platform Super Admins edit public chrome and document bodies under Dashboard → Website CMS. Bodies are stored in the database and served on /terms, /privacy, and /faq without requiring a code redeploy for text changes.
What integrations matter on day one?Configure telephony (Twilio TwiML App / Telnyx or SIP), billing webhooks if you take payments, and DNS/custom domains for your environment (for example production umneyconnect.com). Staging and development use separate Workers and Pages projects.
What support do I get?Email support@umneyconnect.com with your Organisation ID, environment (production/staging), and timestamps. Higher tiers may include enhanced response targets defined in your order form.
Can MSPs host many end-customer Organisations?The multi-tenant model is designed for many Organisations on one platform. Resale / white-label programmes may require a partner agreement — contact sales via the website.
How do I leave or export data?Use available export features for CDR and contacts where offered, then cancel per billing settings. After termination, data is deleted or anonymised according to the Privacy Policy retention schedule.
Who do I contact for legal or privacy matters?legal@umneyconnect.com for contracts; privacy@umneyconnect.com for data-protection requests; security@umneyconnect.com for vulnerabilities.