Frequently Asked Questions

1. About NexysCloud

1. What is NexysCloud? NexysCloud is a South African business communications company. We sell hosted phone systems, hosted call centres, AI voice agents, missed-call recovery and business internet to South African small businesses.

2. Who owns NexysCloud? NexysCloud is the trading name of Nexys (Pty) Ltd, a South African registered company.

3. Where are you based, and which areas do you cover? We are based in Gauteng and serve businesses across South Africa. Our phone systems work anywhere with a stable internet connection. For business internet, coverage depends on your exact address, so we check it for you.

4. What products do you offer?

NexysPBX: a hosted phone system, billed in rand.

NexysCC: a hosted call centre with live wallboards.

NexysAI: AI voice agents for incoming and outgoing calls.

NexysReceptionist: a 24/7 AI receptionist that books appointments.

NexysRecovery: missed-call recovery in seconds.

Business connectivity: fibre and wireless with backup, through our sister company United Tech.

We also do SIP trunking, boardroom video conferencing and managed services.

5. How do I get started? Book a free 15-minute consultation. We look at your current setup, team size and what you need, then plan the right setup for your business. There is no obligation.

6. How do I contact you? Phone 010 110 7100 or email [email protected], Monday to Friday, 08:00 to 17:00. Existing clients can also log in to the client portal at pbx.nexys.co.za.

2. NexysPBX: the hosted phone system

7. What is a hosted phone system? A hosted phone system runs over the internet instead of on a box in your office. We run it and look after it for you, and your team takes calls on desk phones, computers or mobiles, from anywhere.

8. Do I need to buy special hardware? No. You can use the mobile app, the desktop app, or compatible IP desk phones you already have. If you need desk phones, we can supply them. We confirm whether a specific phone model works before you sign up.

9. Can my team work from home or on the road? Yes. The phone system works anywhere with an internet connection, so your team can take business calls at home, in the office or on the road.

10. What features are included? Every user gets an auto attendant (the "press 1 for sales" menu), call forwarding, call queues, ring groups, hot desking, voicemail to email, conference calls, several devices per user, free calls between your branches, an online self-care portal, call reports and the mobile app for iOS and Android.

11. What is an auto attendant? It is the menu callers hear when they phone you, for example "press 1 for sales, press 2 for accounts". It sends each caller to the right person or team without a receptionist having to transfer the call.

12. What are call queues and ring groups? A ring group rings several phones at once or one after another, so the first free person answers. A call queue holds callers in line, with music on hold, until someone is free.

13. Can calls ring on my mobile as well as my desk phone? Yes. One user can have several devices, and calls can follow you from your desk phone to your mobile, so you do not miss a call when you are away from your desk.

14. Does voicemail come to my email? Yes. Voicemail to email is included, so you can listen to messages from your inbox.

15. How many users can the phone system handle? From 5 to 500 extensions. You can add or remove users as your team changes.

16. Can I add users as my business grows? Yes. Add or remove users as your team changes, and pay month to month for what you use.

17. We have more than one branch. Can they share one phone system? Yes. All your branches run as one phone system, so calls can be transferred between offices and managed in one place. Calls between your branches are free.

18. Can the phone system connect to our customer system? It can connect to many business systems. Which ones, and how, depends on the system, so we confirm it for you. Connecting your customer system is an optional extra.

19. Does it work with Microsoft Teams? Yes. NexysPBX supports Microsoft Teams integration. We set up the integration that fits your business in the free consultation.

20. How long does set-up take? Usually 5 to 10 days, including moving your existing numbers across. We set it up remotely, so no technician needs to visit unless you want on-site set-up.

21. What internet speed do I need? Allow at least 1 Mbps for each call happening at the same time, on a stable line. We check your connection in the free consultation. If your line is too slow, we can supply business internet with backup.

3. Numbers and moving them

22. Can I keep my existing business numbers? Yes. We move (port) your existing numbers across to NexysCloud, and your current service keeps working until the move is done.

23. How long does it take to move my numbers? Usually 5 to 10 days, depending on your current provider.

24. Can I get a new number? Yes. We supply geographic numbers (such as 010, 011, 021 or 031), non-geographic numbers, and special service numbers such as 086 and 0800.

25. Which number do customers see when my team calls from a mobile? Your business number. The mobile app makes and takes calls on your business number, so your staff's personal numbers stay private.

4. Load shedding and reliability

26. What happens to my phones during load shedding? The phone system runs in a South African data centre with backup power, not in your office, so a power cut at your office does not switch it off. If your office internet goes down, calls can be sent to mobiles, and staff can keep taking calls on the mobile app.

27. What happens if our office internet goes down? Calls can be set to go to mobiles or to another branch, and your team can keep working on the mobile app. Business internet with automatic backup keeps the office online when the main line drops.

28. How reliable is the service? We aim for 99% reliability. Like any internet service, uninterrupted service cannot be guaranteed, and the exact terms are in your agreement.

29. Where is the phone system hosted? In a South African data centre, so your calls and recordings stay in South Africa.

30. Who keeps the system up to date? We do. We look after the phone system and keep its software up to date for you, so there is nothing to maintain in your office.

5. Apps and devices

31. Is there a mobile app? Yes, the NexysCloud Communicator app for iPhone and Android. It makes and takes calls on your business number and has voicemail, chat, video calls, conference calls and call history. Get it on the Downloads page.

32. Is there an app for my computer? Yes. The Communicator app runs on Windows and Mac. The desktop app comes with the Premium plan.

33. Can I log in at any desk phone in the office? Yes. Hot desking lets a user log in at any desk phone, so staff who move between desks or branches keep their own extension.

34. The app will not log in. What do I do? Sign out of the app completely, clear its cache or reinstall it, then sign back in. If it still does not work, phone us on 010 110 7100.

35. Calls sound choppy or robotic. What can I check? Try the computer or desk phone on a network cable instead of wifi, and restart your router. If it carries on, phone us and we will check it.

6. NexysCC: the hosted call centre

36. What is NexysCC? A hosted call centre for teams that handle lots of calls. It has call queues and call distribution, live wallboards, supervisor tools, call recording, agent reports and outbound dialling.

37. Can supervisors listen in on calls? Yes. Supervisors can listen in, whisper to the agent without the caller hearing, or join the call.

38. Do my agents need to be in the office? No. Agents can take calls from home, the office or a branch, on a computer or a mobile.

39. Who is NexysCC for? Customer support teams, sales teams, collections teams and any business that handles a high volume of calls.

7. NexysAI and NexysReceptionist: AI voice agents

40. What is an AI voice agent? An AI voice agent answers and makes phone calls for your business. It can answer questions, take messages, capture leads, book appointments and pass calls to a person. Each one is set up for your business.

41. What is NexysReceptionist? A 24/7 AI receptionist that answers your calls and books appointments, so callers get an answer after hours, on weekends and when your team is busy.

42. Will an AI receptionist replace my staff? It is usually used after hours, on weekends and at busy times, so your team can focus on the calls that need a person.

43. Can the AI agent transfer a caller to a person? Yes. It can pass a call to a person on your team when the caller needs one, and take the caller's details when nobody is available.

44. Does the AI agent speak languages other than English? Our voice agents speak English by default. More languages are available as an option.

45. Can I hear what one sounds like? Yes. Phone our support assistant, Nex, on 010 745 7100, or our demo assistant on 010 745 7104. Both speak English.

8. NexysRecovery: missed-call recovery

46. What is NexysRecovery? When your business misses a call, NexysRecovery follows up with that caller automatically within 30 seconds by text, so they do not phone the next business on the list. It also alerts your team and logs the lead.

47. Does it work with my current phone system? In many cases, yes. It works with phone systems that can report a missed call to us. We check your current setup and tell you what is needed.

48. Can different departments send different messages? Yes. Messages can be set up per number, department or team.

49. Will my team still need to phone the customer back? Usually, yes. NexysRecovery makes that follow-up faster and easier: the caller hears from you straight away, and the right person on your team is told who called.

50. How much does NexysRecovery cost? Starter R497, Growth R997 and Business R1,997 per month, with a once-off set-up fee of R1,500. Month to month. VERIFY: the locked NexysRecovery Brand Bible also promises a 60-day money-back guarantee, which contradicts the site Refund Policy ("monthly subscriptions are non-refundable once services are provisioned"). Rule on which one stands before the guarantee goes anywhere near this page.

9. Business internet

51. Do you supply business internet? Yes, through our sister company United Tech: business fibre, wireless, LTE and satellite, with automatic backup so you stay online if the main line drops. We also connect several branches as one network.

52. Is internet available at my address? Coverage depends on your exact address, so we check it for you. Send us your address or book a consultation.

53. Do you do home internet? We focus on businesses. Send us your details and address and we will tell you what is possible.

10. Pricing, billing and contracts

54. How much does NexysPBX cost? Standard is R75 per user per month and includes everything in question 10. Premium is R95 per user per month and adds the desktop app for Windows and Mac. Remote set-up starts at R2,000. On-site set-up and compliance call recording are extras. VERIFY (VAT wording only): /stack says "ex VAT", but Nexys is not VAT-registered (your ruling of 22 Sep). Left out of the answer until you say whether "excluding VAT" belongs.

55. Is there a long contract? No. Our services are month to month. You can cancel with written notice; the notice period is set out in your agreement.

56. How does billing work? Services are billed monthly in rand, payable in advance, unless your agreement says otherwise. Late or failed payments can lead to the service being suspended.

57. Can prices change? Yes, with reasonable notice to you before any change.

58. Can I get a refund? Set-up fees, usage charges and monthly subscriptions are not refundable once a service is set up. We do refund billing errors, duplicate charges and services that were not activated as agreed, if you ask within 7 days of the charge.

59. What is your policy on physical products? Hardware bought from our online store carries a one-year carry-in warranty from the date of purchase. To get a refund, return it within 7 days of purchase in its original packaging with all its contents. Items returned without the original packaging are refunded at a used-goods value.

11. POPI, call recording and security

60. Is NexysCloud POPI compliant? Yes. We collect and use personal information only to deliver our services, support and billing, and to meet legal requirements. We never sell personal information. You can ask us for a copy of your data, a correction or its deletion at any time.

61. Can I record calls? Yes. Compliance call recording is available as an extra. Under South African law at least one person on the call must consent to the recording, and you are responsible for telling callers where the law requires it. Recordings are controlled by you.

62. What information do you keep about my calls? Call times, duration and routing, plus the account, contact and billing details needed to run your service. Your calls and recordings are kept in a South African data centre.

63. Is the phone system secure? Each client has their own separate setup, and we keep the platform up to date. You are responsible for keeping your logins safe, so never share your password. For detailed security questions, contact us and the team will answer properly.

64. Is there anything I may not use the service for? Yes. You may not use it for anything illegal, for fraud, spam or harassment, for abusing the network, or for recording calls without consent. We can suspend the service if it is misused.

12. Support

65. What are your support hours? Monday to Friday, 08:00 to 17:00. Outside those hours, leave your details and we call you back on the next business day.

66. Is support based in South Africa? Yes. You speak to real people in South Africa.

67. What do I do if no calls are coming in? Phone us on 010 110 7100 straight away and say it is urgent. Give us your name, company and a callback number.

68. How do I add, change or remove users, or cancel? Email [email protected] or phone 010 110 7100, and the team will make the change for you.