The PBX: Revolutionizing Business Communications
A Customer Center entry from March 7, 2008
by Patrick Barnard - Associate Editor for TMCnet
A PBX is a computerized phone system that helps improve business communications. A PBX is, in essence, a computer running software that acts as a telephone switch, connected to a series of phones throughout a facility. So, a PBX can aptly be called a “smart” phone system. If you’re over 40, you’ve probably had some fun (as I have) watching the antiquated operator-based systems of the past fade into the sunset, and witnessing the rise of the PBX, the ultimate switchboard operator. The PBX is perhaps one of the best examples of automation coming to the fore and playing an important role in our increasingly complex world. In fact, it is safe to say that the PBX has revolutionized business communications.
Today, the vast majority of businesses in the U.S. are using PBXs to improve their operations. And buying a PBX has never been easier – just go online and search the multitude of vendors offering PBX systems – or march on down to your local consumer electronics outlet and pick one up. Typically, these “turn-key” systems consist of the switching software, which you load onto a computer yourself, and the phones -- however, many proprietary systems require that you purchase the “box” and the phones as a complete package. Some systems require you to use the same brand of phone with the system – while other PBX manufacturers let you use whatever phones you wish, including your existing phones (and some systems today don’t even require the “box” – they have all the software built right into the phones). Some PBXs are purely based on IP (Internet Protocol) communications (and thus are often referred to as IP-PBXs) while others are hybrids, capable of handling traditional, or analog telephony combined with IP Telephony (a.k.a. “VoIP” or Voice over Internet Protocol). Some use proprietary software – others use standards-based software (based on protocols such as SIP, allowing for interoperability with other systems) -- and some PBX’s utilize free or “open source” software, which is (arguably) the most flexible of the three.
These IP-based (i.e. all digital) systems are incredibly easy to install and set up. There are even “hosted versions” of the software -- where the PBX software resides on a remote server somewhere in a data center and is delivered via the Internet -- which enable you to set up a whole PBX system using just your existing phones and a broadband connection.
For businesses, the biggest advantage of a PBX is that allows all internal calling within the organization to remain truly internal (i.e. “point-to-point”) – and therefore free. This is a huge difference compared to using leased analog lines from a phone company, which require every internal call to be routed outside the building, across any length of the public switched telephone network (PSTN), through a switch and then back into the building again, thus resulting in a charged call. In addition, today’s PBXs facilitate fast and accurate routing of calls. With their interactive voice response (IVR) capabilities, callers can be greeted with a personalized message, in the “voice of the organization,” and the IVR, or “auto-attendant,” enables the caller to select, either by voice or by telephone keypad, from a menu of options for how they would like to have their called directed. In this sense, today’s PBXs are capable (through proper configuration and use) of getting callers connected to the right person, every time.
Another huge advantage of today’s PBXs is that they can be interconnected, via a dedicated trunk line, to create one large phone system, seamlessly connecting various offices or departments which are geographically dispersed. This also facilitates direct, or “point-to-point” calling between all phones connected to the network and thus can save companies big bucks on the communications costs. For example, most systems allow for three to four digit extension dialing between all phones connected to the system, thus enabling fast and easy communications between all workers, regardless of where they are located.
Beyond these basic advantages, there is multitude of other “productivity enhancing” features provided through the specific features sets offered through each PBX. As an example of this, consider all the features offered in the SMB version of Switchvox’s Asterisk (open source) PBX, which costs around $2,500. Supporting anywhere from 1 to 400 users and capable of handling up to 75 concurrent calls, this easy-to-install PBX includes the Switchvox Custom Server (which comes with the Switchvox SMB software pre-installed), free softphone usage; a real time switchboard for every extension; and 30 days of setup support for free. This PBX offers unlimited extensions, including IP phone and ATA extensions, call queue extensions, virtual extensions and extension templates. The PBX also delivers control permissions for each extension and 3, 4, or 5 digit extension dialing (meaning the phone system can be easily expanded as you business grows), plus it offers a range of important call control functions, such as hold, assisted transfer, blind transfer, call parking, do not disturb and send calls.
Of course, like most PBX’s, Switchvox SMB offers voicemail as well. Cool voicemail features include flexible access (which lets you get your VM’s from anywhere), voicemail to your email inbox and automatic mailbox creation. The PBX also offers key call queuing functions, such as unlimited call queues, in-queue call routing, the ability to route a call when the caller presses “0,” queue caller time-out, custom music while on hold, invisible queues, “members never busy,” announce position in queue, announce estimated hold time, announcement frequency control, ring all, “round robin” and much more. Other advanced features delivered by this PBX include conferencing (including simple conference room and conference via handset), two-way intercom, two-way paging and overhead paging.
Another advanced feature of this PBX is its “virtual switchboard” capability, which includes a suite of advanced switchboard functionality. Features afforded through the switchboard, which has an intuitive visual interface, include “click to call,” which lets you click on any number in your phonebook panel, list of extensions or even external numbers to connect a call; “see who is one the phone,” which lets you see who else is on the line, including their number (if caller ID is enabled); and “drag and drop transfer,” which lets you take the call you’re currently on and transfer to any other number in your phone book simply by dragging and dropping via the user interface. Plus, with “current call control” you can put a call on hold, mid-session, and send calls to VM while they’re ringing. You can also do “on-the-fly” call recording, record others’ calls, do “whisper” coaching (where you can be heard only by the party at your premises) and barge in on calls.
This advanced PBX offers a host of other features which are sure to boost your productivity and cut your communications costs. So if you want discover first hand the many advantages today’s PBXs can bring to your business, make sure you don’t pass over Switchvox – this company’s products will make you realize how revolutionary the PBX really is!
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Patrick Barnard is Associate Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.
— March 7, 2008
