New Era Val
HQ live · Azure

Product · New Era IT

Meet Val, your AI-ready phone fabric

When the conversation changes, the platform stays with it — answer, assist, transfer, record, and hand off into the systems people already use.

  • Real SIP numbers and softphones — not a browser-only demo
  • IP-PBX control with optional AI on the same trunk
  • Ops skills, ValOS, Teams, and MCP as the estate grows

Callers hear a normal phone call; staff see the full ops console.

Capabilities

What the product does

Skills staff and partners can see — the same map as our console.

◎

Ride-Along

Live guidance during every call — fees, transfer, missing facts, unsupported types.

◉

Call recording

Capture mixed audio for review and compliance.

▣

Notetaker

Automatic post-call notes: intent, facts, risks, actions, handoff brief.

◐

Roleplay

Practice live enquiries — AI plays the customer; staff get a scorecard.

✦

Ops content

Email, SMS, handoff and checklists generated from the conversation.

◇

AI receptionist

Continuous SOP conversation on a public DID — transfer to a human when needed.

IP-PBX

Your phone system — without a boxed PBX tax

Val includes a full IP-PBX role: DIDs, extensions, softphones, transfer, and outbound CLI. Built as a modern replacement path for legacy stacks such as 3CX and similar hosted PBXs — same outcomes (numbers, staff phones, call control), open fabric at HQ.

☎

DIDs & number plan

Public numbers land on AI or humans by design. Map lines to roles (enquiries, desk, mobile) and keep CLI presentation under control.

Inbound · presentation
⌂

Extensions & softphones

Staff register SIP clients from office, home, or mobile. Desk and handset roles stay thin endpoints — the intelligence stays at HQ.

Remote register
⇄

Transfer & dialplan

Warm transfer from AI to person, internal routing, and outbound national dialling through the same carrier trunk.

Call control
▣

3CX / legacy PBX replacement

Same jobs a traditional IP-PBX does — trunks, DIDs, extensions, softphones, recording hooks — without locking the estate into a single vendor appliance. Val sits next to ValOS, Teams, and MCP as you grow.

Migration path
◎

AI on the same PBX

Optional receptionist on a DID uses the same SBC and number plan as human extensions — not a separate “AI trunk” from the carrier.

Unified trunk
⬡

Queues & scale (roadmap)

Start with DID-to-extension and AI answer; grow into queues, more sites, and contact-centre handoff via ValOS.

Next · later

What “3CX replacement” means here

You keep

  • Carrier SIP trunk and public DIDs
  • Staff softphones / IP phones
  • Inbound, outbound, transfer, CLI
  • Recording and ops visibility

You gain

  • HQ-hosted core on Azure (with ValOS)
  • Optional AI receptionist on the same plan
  • Skills console (assist, notes, train, content)
  • Path to Teams, MCP, and contact-centre join

Platform

Control plane we run at HQ

Real telephony roles co-hosted with ValOS — product surface only, not an implementation dump.

⬡

IP-PBX

Extensions, dialplan, transfer, outbound CLI, and softphone registration — desk and mobile.

Call control
⬡

SIP SBC controller

Edge policy, trunk registration, NAT, and media control — the carrier peers only our production edge.

SIP edge
⬡

MCP server

Standard way to connect agents and internal tools (CRM, knowledge, tickets) without hard-wiring every system.

Services bus · planned
⬡

Skills console

Live ops board: assist, record, capture, train, and create — structured outputs for staff.

Val console
⬡

Speech reasoning

Realtime speech understanding and reply on the live call path — optional intelligence on the same trunk.

Realtime voice AI
⬡

HQ runtime

Always-on core on New Era Azure HQ in Australia East — production edge for SIP and ops.

Azure · Australia East

Architecture

How the plan fits together

The carrier stays the carrier; we own the fabric behind the edge.

Public PSTN
↓ SIP
Carrier · DIDs · trunk · routes · CLI
↓ peer to HQ edge
SIP SBC controller · edge · register · policy
↓
IP-PBX
DIDs · extensions · transfer · CLI
Optional AI path
receptionist on the same plan
↓
Softphones
desk · mobile · SIP
Val console
skills board
MCP server
tools · agents
↓ integrations
ValOS CC
Microsoft Teams
CRM / tickets

Connections

How we attach to the estate

Carrier SIP trunk

Public numbers and PSTN. Single trunk into our SBC — AI and humans share the same edge.

Now

ValOS contact centre

Same Azure HQ estate. Val feeds interactions; ValOS owns broader agent ops, mesh, and knowledge.

Next

Microsoft Teams

Presence, notify, optional soft endpoint later — workplace layer, not a carrier replacement.

Next

MCP

Connect AI agents and internal tools without hard-wiring every app to the phone core.

Next

Softphones / IP phones

Standard SIP endpoints at home, office, or mobile — thin clients, full PBX at HQ.

Now

CRM / tickets

Capture and content packs push into business systems via webhooks or MCP tools.

Later

Carrier

What we need from the carrier

Everything else (AI, console, ValOS, Teams, MCP) is on our platform.

  1. Peer our production SBC to our fixed public IP at Azure HQ.
  2. Terminate contracted DIDs on that edge (enquiries, desk, mobile roles).
  3. Stable trunk REGISTER and inbound INVITE to our carrier SIP contact.
  4. Outbound national permitted; international only if we request it.
  5. CLI presentation for authorised numbers on the account.
The SIP provider remains the carrier. We run SIP SBC + IP-PBX at HQ, optional AI receptionist and human softphones, skills console, then ValOS, Teams, and MCP as integrations — not a second AI product on the carrier switch.

Plan

Delivery stages

1

Now — HQ core

SBC + IP-PBX on Azure, softphones, DID plan, optional AI path, carrier on static edge.

2

Next — estate join

ValOS contact-centre hooks, Teams notify/presence, MCP skills bus.

3

Later — scale

Queues, HA, hardened SIP, retention, optional international routes.