Queues, agents, wallboards and reporting — hosted in Malaysia, connected to the SIP lines you already have.
Prepared for your team · 2026 · JomCloud, a Ceriakom Communication Sdn Bhd venture
The range
Three packages
All three run on the same managed platform. Based on what you've described, Contact Centre is the fit.
Offices
PBX
RM39 / extension / mo
A cloud phone system for your office. Extensions, IVR, voicemail-to-email, call recording.
Recommended for you
Contact Centre
RM49 / agent / mo
Everything in PBX, plus queues, agent states, wallboard, SLA reporting and supervisor tools.
Outbound teams
Dialer
RM149 / agent / mo
Predictive, power and preview dialing, campaigns, lead lists, DNC and compliance.
Contact Centre includes the whole PBX feature set — back-office staff can sit on plain extensions at RM39 while only your agents need seats.
The case for moving
You can't manage a queue you can't see
Support on a plain phone system
Callers get a busy tone or ring out — you never find out how many gave up
No idea who's on a call, who's free, or who's away from the desk
"How did we do last month?" is a question nobody can answer with data
Your best agent and your newest agent get the same calls
Supervisors can't hear a live call without standing behind someone
JomCloud Contact Centre
Every caller is queued, told their position, and offered a callback
A live wallboard shows queues, agents and SLA as it happens
Abandoned calls, wait times and agent performance, reported daily
Skills-based routing sends each call to the right person
Listen, whisper and barge from anywhere
Fully managed
You run your business. We run the phone system.
Every package includes the operational work, not just the software licence.
24/7 monitoring with alerting — we usually know before you do
Backups and tested restores
Patching & security hardening as part of the service
On-call support from a team in Kuala Lumpur
99% uptime SLA
Onboarding & migration from your current system, included
Your own admin portal — change routing without raising a ticket
No lock-in — your numbers and your carrier stay yours
Who you'd be working with
JomCloud
Managed cloud voice for Malaysian business — a venture of Ceriakom Communication Sdn Bhd, a licensed Malaysian telco operator.
Cyberjaya
Data centre, Malaysia
Kuala Lumpur
Support & engineering team
99%
Uptime SLA
Block A3-1-12, 1st Floor, Jalan 2/142A, Megan Phoenix, Off Jalan Cheras, 56000 Kuala Lumpur · +603 9010 2929
The detail
How the solution works
Architecture, routing, the agent and supervisor experience, reporting, and where your data sits.
Architecture
Cloud contact centre architecture
No hardware on your premises. Agents log in from a browser or a phone, and calls arrive on the SIP lines you already have.
Your agentsOffice, home or branch Browser panel · softphone · desk phone
JomCloud · CyberjayaFreeSWITCH call-centre queues + your own agent panel
Your SIP trunkTM MLS · TIME · Maxis or any SIP provider
Your customersCalling your published number
Multi-tenant FreeSWITCH with FusionPBX call-centre queues, plus a purpose-built web panel for your supervisors. Your queues, agents, recordings and reports are isolated from every other customer. Signalling is SIP over TLS; audio is SRTP.
Hosting & data residency
Everything stays in Malaysia
The platform runs in a Cyberjaya data centre. Your call data does not leave the country.
Call processing and queues — in Cyberjaya
Call recordings — stored physically in Cyberjaya
Call detail records and reports — same
Aligned with Malaysia's PDPA 2010
Your control over recordings
Recording on-demand per call, or always-on across every queue
Search, play back and download from your own panel
Delete any recording yourself
Default retention 90 days, configurable to your own policy
Inbound routing
How a call reaches the right agent
Every step is yours to configure, and every step is measured.
Your numberArrives on your trunk
Open or closed?Hours & holidays
IVR menu"1 for Sales, 2 for Support…"
QueuePosition & wait time announced · callback offered
Best agentBy skill, priority and who's been idle longest
Ring strategies — longest-idle, round-robin, ring-all, sequential or random
Skills- and priority-based routing — VIP customers or a specific language reach the right person first
Agent tiers and levels, so calls escalate rather than sit
Overflow rules for when a queue is busy or nobody's logged in
The agent experience
What your agents see
A browser panel, nothing to install. An agent logs in at the start of a shift and works from one screen.
Log in & go ready
One login puts them into their queues. No dialing in, no phone-side setup, no supervisor doing it for them.
Set a status
Available, on-break, away — with a reason. Breaks stop being invisible, and the wallboard reflects it instantly.
Take the call
The call arrives with whatever the IVR collected. Transfer, hold and conference work as normal, and the call is recorded.
Agents can be on a desk phone, a softphone, or a headset with the browser panel — the queue doesn't care
Wrap-up time after each call, so nobody gets a new call before they've finished the last one
Abandoned calls
Nobody has to wait on hold
Queue callback
"Press 1 and we'll call you back — you won't lose your place."
The caller hangs up. Their position in the queue is held. When an agent frees up, the system dials them back and connects the agent.
Your abandoned-call rate drops, and your busiest hour stops being your worst hour.
While they're waiting
Position announcements — "you are third in the queue"
Estimated wait time, based on how the queue is actually moving
Your own queue music and periodic messages
Announcements in the language the caller picked at the IVR
Every abandoned call is still logged — including the ones that hang up in the first ten seconds — so you can see what you're losing.
Live view
The wallboard
A real-time picture of the floor, on a screen on the wall or in a supervisor's browser.
7
Calls waiting
2:14
Longest wait
12 / 15
Agents available
Calls waiting and longest wait, per queue
Every agent's current state and how long they've been in it
Calls answered, abandoned and in progress
Service level against your target, updating live
Average handling time and average speed of answer
Visible to supervisors wherever they are — no need to be on the floor
Reporting & coaching
What happened, and how to fix it
Reports
Queue reports — volume, answered, abandoned, wait times, by hour and by day
Agent performance — calls handled, talk time, break time, availability
SLA reports against the target you set
Call detail exports to CSV for your own analysis
Supervisor tools
Listen — monitor a live call, silently
Whisper — coach the agent mid-call; the customer hears nothing
Barge — join the call when it needs rescuing
Pull any recording for a one-to-one or a QA review
All three work remotely — a supervisor at home can coach an agent in the office.
Remote working
A contact centre without a room
Agents log in from anywhere with an internet connection. Queues, routing, recording and reporting behave identically.
Hire outside Klang Valley, or keep staff who move away
Split shifts between office and home without changing anything
Keep taking calls when the office is closed, flooded, or the road is out
Supervisors see remote agents on the same wallboard as everyone else
Listen, whisper and barge work regardless of where the agent is
Every remote call is recorded exactly like an office call
Agents need a stable internet connection and a headset. Nothing else.
Your lines, your carrier
Keep the lines you already have
JomCloud is carrier-neutral. We connect to your existing SIP lines rather than replacing them — which removes most of the risk and most of the cost of a migration.
No number porting. Your published support line keeps working throughout
No change to your call rates. You stay on your existing carrier contract
No lock-in. Works with TM MLS, TIME, Maxis or any SIP provider
If you'd rather we supplied numbers too, we can — local Malaysian or international
One thing to check
TM MLS is delivered as SIP and connects to us directly, with nothing extra needed.
If any of your sites are still on legacy TM PRI or analog lines, that site needs a small SIP gateway to convert. It's routine and we handle it — but it's worth knowing up front rather than discovering it on cutover day.
Hardware & connectivity
What you need on site
Hardware
Nothing mandatory. A laptop, a browser and a USB headset is a working agent seat
Optional IP desk phones — Yealink, Snom or Grandstream, auto-provisioning
A PoE switch if you deploy desk phones
A screen on the wall if you want the wallboard visible to the floor
Internet
Roughly 100 kbps per agent on a call — 20 agents is about 2 Mbps
Stable latency matters more than raw speed; business fibre is comfortable
Prioritise voice traffic on your router (QoS)
If your office drops off the internet, the queue keeps running. Calls divert to mobiles, to agents working from home, or to an out-of-hours message — automatically.
Security
Security & data protection
In transit
SIP over TLS — call signalling is encrypted
SRTP — the audio itself is encrypted
On the platform
Tenant isolation — your queues, agents, recordings and reports are separated from every other customer
fail2ban and IP access lists block brute-force and toll-fraud attempts
Access
Role-based access — an agent sees their own calls, a supervisor sees their queues, an admin sees everything
Per-user credentials, revocable the moment someone leaves
Recording access can be restricted to named supervisors
Operations
24/7 monitoring with alerting
Regular patching and security hardening
Backups with tested restores
Summary
Everything included in Contact Centre
The complete PBX feature set — extensions, IVR, voicemail-to-email, conferencing, fax-to-email
Call queues with longest-idle, round-robin, ring-all and sequential strategies
Skills- and priority-based routing, with agent tiers
Agent login/logout and live status with reasons
Queue announcements, position and wait-time messages, queue music
Queue callback — callers keep their place
Live wallboard — queues, agents, SLA, abandoned calls
A self-service panel — schedules, "closed today", recordings, reports
Hosted, monitored, backed up and supported 24/7
Cost
What it costs
Monthly
RM49 / agent seat / month
Everything on the previous slide, per agent seat. Add or remove seats any time.
One-time
RM450 setup
Covers tenant build, trunk connection, queue and IVR configuration, agent setup and training.
Call charges
Local and overseas calls: unchanged.
We connect to your existing SIP lines, so your call charges stay with your current carrier at the rates you already have. JomCloud does not bill your call minutes.
Seats & hardware
From 3 agent seats upwards, with no practical maximum
Back-office staff who don't take queue calls can sit on RM39 PBX extensions instead
No hardware required — desk phones optional, quoted separately or bring your own
Cost comparison
What actually changes on your bill
Only one line item moves. That's the point of connecting your existing lines.
Unchanged
Your call spend
Same carrier, same contract, same local and international rates. We don't sit in the middle of it.
Unchanged
Your numbers
No porting, no new support line to publish. Your published number never stops working.
This is what changes
The contact centre
Licences, servers, maintenance and the IT time around them become RM49 per agent per month, fully managed.
Send us your current licensing and maintenance costs and we'll put your real numbers side by side with this before you decide.
Getting there
How the migration runs
Included in the setup fee. Because there's no number porting, there's no point at which your support line is at risk.
1 · DiscoveryYour queues, skills, hours and current lines
2 · BuildQueues, IVR, routing, agents and wallboard
3 · ConnectYour SIP trunk connected and tested
4 · PilotOne queue live while agents train
5 · CutoverPoint the trunk at us, all queues live
We train agents and supervisors during the pilot, so by cutover your team already knows the panel.
Next step
See it running.
A 30-minute demo on a live system — bring the questions this deck didn't answer.
jomcloud.my/book.html · +603 9010 2929
JomCloud — a Ceriakom Communication Sdn Bhd venture