Skip to content

Nexus UC integration

Nexus UC is Localcom's unified-communications and PBX platform — the system that handles voice telephony: routing inbound and outbound calls, managing extensions and queues, and connecting to your phone lines. The ChannelX integration bridges that voice layer into your digital inbox so that a phone call is treated as a conversation, right alongside chat, email, and social messages.

Why bring voice into ChannelX

Traditionally, phone systems and digital support tools live apart. An agent answers a call in one application and replies to chats in another, and the two histories never meet. That fragmentation makes it hard to see the full picture of a customer relationship and harder still to report on it consistently.

By connecting Nexus UC to ChannelX, voice stops being a silo. Calls become conversations in the unified inbox, so:

  • A customer's calls and digital messages appear under one contact with one timeline.
  • Agents work calls and chats from a single, familiar interface.
  • Voice interactions can be assigned, labeled, filtered into folders, and reported on using the same tools as every other channel.

How a call becomes a conversation

Conceptually, Nexus UC manages the call and then hands the relevant information to ChannelX, where it is represented as a conversation tied to the right contact. Call metadata — things like the caller's number, direction, and timing — travels with it, so the conversation reflects what happened on the line. When Localcom AI is enabled, the conversation is further enriched with a transcript, sentiment, and a summary; see Localcom AI.

Because the call lands as a normal ChannelX conversation, everything you already do with conversations applies: routing it to the right team, tagging it, saving views as folders, and including it in reporting.

PBX integration concepts

A few familiar PBX ideas carry over when voice is connected this way:

  • Extensions and agents — telephony users in Nexus UC are mapped to the people who handle conversations in ChannelX, so the right person owns the interaction.
  • Routing and queues — calls can be distributed by the PBX before they surface as conversations, much like how digital channels can route to teams.
  • Inbound and outbound — both call directions can be reflected as conversations, giving a complete record of voice activity.
  • Contact matching — calls are associated with a contact where possible, so voice history merges into the same profile as the customer's other interactions.

Confirm specifics with the Localcom team

This page is intentionally conceptual. The actual setup — how Nexus UC is provisioned, which prerequisites apply, how extensions and contacts are mapped, and what your environment supports — should be confirmed with the Localcom team. Do not assume specific menu locations, version numbers, addresses, or limits without checking with them first.