> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Connecting Bicom PBXware to Neo

> Create an API v2 key and a legacy API key on your PBXware server, allow Neo's IP addresses, and save them in Neo

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

## 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](https://docs.neoagent.io/integrations/ip-whitelisting.md), or allow all addresses.

## 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.

## 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.

## 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.

## 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](https://docs.neoagent.io/integrations/bicom-pbxware/overview.md).

## 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:

| Area | Access levels you can pick | Notes |
| - | - | - |
| **Call History, Live Calls and Statistics** | Disabled, Read Only | Call records with MOS, live calls, SIP registrations, queue and ring group statistics. |
| **Call Transcripts and Transcription Settings** | Disabled, Read Only, Read / Write | Call transcripts and summaries, transcription settings. |
| **Placing, Transferring and Recording Calls, and SMS** | Disabled, Read Only, Read / Write | Calls, call recording, SMS. |
| **Extensions, Departments and Contacts** | Disabled, Read Only, Read / Write | Extensions and their enhanced services, voicemail, departments, contacts. |
| **IVRs, Ring Groups, Queues, DIDs and Opening Hours** | Disabled, Read Only, Read / Write | IVRs, ring groups, enhanced ring groups, DIDs, operation times. |
| **Phones and Emergency Buttons** | Disabled, Read Only, Read / Write | Phones (UADs), emergency alarm buttons. |
| **AI Voice Agents and AI Providers** | Disabled, Read Only, Read / Write | PBXware's AI voice agents, AI providers, text-to-speech. |
| **Tenants, Packages, Service Plans and Balances** | Disabled, Read Only, Read / Write | Your tenants, packages, service plans, extension balances. |
| **Trunks, Server Settings and Web Hooks** | Disabled, Read Only, Read / Write | Trunks, server settings and health, web hooks. |

See [Bicom PBXware API](https://docs.neoagent.io/agents/tools/communication/bicom-pbxware-api.md) for the profiles and what the agent can read and change.

## 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.


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