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You connect Bicom PBXware once at the MSP level. The keys cover every tenant you allow on them.

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Before you start

  • Neo reaches your PBXware server over the internet, at the address you open its admin page at, over HTTPS with a certificate from a public authority. A server reachable only on your own network cannot connect.
  • Each key accepts calls only from the IP addresses you allow on it. Allow Neo’s addresses from IP whitelisting, or allow all addresses.

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1. Create an API v2 key (PBXware 8.1 or later)

Sign in to the PBXware admin page and open Admin Settings > API.
1

Create a Permission Group

Under Permission Groups, click Add New Permission Group. Pick the Tenant Scopes your agents need (extensions, departments, contacts, IVRs, queues, ERGs, DIDs, calls, transcriptions), and under System Scopes at least the one that reads tenants: Neo maps your tenants to your companies with it. Full Access gives Neo every scope, and the access profiles in Neo still decide what each agent may do.
2

Create the key

Under Keys, create a key with that Permission Group, choose the tenants it reaches (or all tenants), and allow Neo’s IP addresses. Copy the key: PBXware shows it only once.
A key unused for the inactivity period you set is suspended. Reset it on the Keys page if Neo reports that PBXware refused the key.

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2. Create a legacy API key

Open Admin Settings > API > Legacy API Keys (on PBXware 7, Admin Settings > API Keys) and add a key. Allow the tenants and Neo’s IP addresses, and allow all actions, or at least the actions your agents need, including pbxware.tenant.list. Copy the key.

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3. Save the keys in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations and find the Bicom PBXware card, under Phone & VoIP.
2

Save the URL and the keys

Enter the PBXware URL (for example https://pbx.example.com), paste the API v2 key, the legacy API key, or both, and click Save settings. Neo lists your tenants with each key before saving, so a wrong key, a missing scope or a blocked address is rejected straight away.

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4. Check the tenant mapping

Open the Bicom PBXware card’s Organization Mapping tab and confirm or correct the company of each tenant. On a ticket, Neo acts only in the tenant mapped to the ticket’s company. See Bicom PBXware.

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5. Turn Bicom PBXware on per agent

Open the agent, go to the Integrations section, and pick an access profile for the Bicom PBXware block, or set each area yourself: See Bicom PBXware API for the profiles and what the agent can read and change.

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Turn helpdesk calls into tickets

PBXware transcribes and summarizes recorded calls with the AI provider you set for the tenant. A scheduled agent with the Call History and Call Transcripts groups reads the new helpdesk calls, reads each call’s summary, and opens a ticket with it, so you can use PBXware’s own transcription in place of Neo’s phone agent. Ask Neo Support to set it up.