A private branch exchange (PBX) is a telephone system designed for businesses. These systems contain automated attendants that answer and route calls to the appropriate people or departments, as well as the additional functionality that businesses require in a telephone solution, such as the ability to give employee extensions. Voice over Internet Protocol (VoIP) and Integrated Services Digital Network (ISDN) are two of the communication routes used by a PBX (ISDN).
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Because of its service offerings, a business phone system differs from residential or mobile phone services; such systems include call conferencing, extension dialling, business-hour settings for routing off-hours calls, customer waiting queues, and hold music.
Important Key Takeaway: The private branch exchange (PBX) allows businesses to manage multiple calls on a private telephone network.
What is a PBX system
A switchboard, which processes the connections between telephones to facilitate a call, monitors a PBX system. Your company can provide multiple phone lines connected to a PSTN (public switched telephone network) or VoIP (voice over internet protocol) network.
A PBX system also manages the various features available on business phone systems. A PBX system connects your business’s phone lines so employees can easily communicate with each other, in addition to allowing communication with outside callers.
The features of a hosted PBX are what distinguish business phone systems from mobile and home phones. Here are a few of the most important features:
Many PBX systems offer voicemail-to-email, which provides users with an audio file or transcript of the message left on their phone in addition to traditional voicemail service.
An automated attendant allows callers to press a specific number to have their call directed to the appropriate person or department. “Press one for sales,” the attendant might say, or “press two for customer support.”
How Does it work?
On-hold music: Rather than leaving customers or clients waiting in silence, PBX systems allow businesses to play music while they are on hold. Some systems play pre-programmed music or custom music chosen by the company.
Paging: If an employee wants to send a message to the entire team, they can use the paging system to record a message on their phone, which is then broadcast to all employees or sent to a select group of employee phones via a speaker system.
Employees can use the presence feature to see if their coworkers are available or on a call.
Reports that break down your company’s call data are known as call reports. It contains data on your company’s phone usage, which can be broken down further by user or department.
Online management: You can manage your phone system via an online portal with this feature. Users can be added, phone numbers can be set, call reports can be reviewed, ring groups can be created, and monthly statements can be viewed through the portal. Employees use the portal to check their voicemail, look up information in the company directory, and set up call-forwarding routes.
When you don’t answer your office phone, call forwarding allows you to have calls forwarded to another number.
Call recording: This feature allows users to record their calls and listen to them later.
Call queues: A call queue allows you to manage multiple incoming calls by placing them in a queue until someone is available to speak with them.
Callers can dial an employee’s extension to get through to their direct line.
Employees with similar roles can be grouped together in ring groups, which is useful when customers are trying to reach someone in a specific department. If callers can press two for sales, for example, the call will be forwarded to the employees in that ring group.
Employees can transfer calls to their coworkers using the call transferring option.
The Advantages of using a hosted PBX system
Your phone system, applications, features, and phone service are all billed together with automatic maintenance and software updates when you use cloud PBX. Cloud PBX systems are far more flexible than traditional phone systems, providing advanced disaster recovery – that is,
more flexibility and resilience than a traditional phone system in the event of a disaster, such as a network outage or a hurricane – as well as geographic flexibility, allowing employees to make calls from anywhere, at any time. This makes it simple for anyone in your company to work remotely.
Because, like digital PBX systems, cloud-hosted PBX systems do not require equipment or ongoing updates and maintenance, they are more cost-effective than on-premises PBX systems. A cloud PBX system will set you back around $2,000 in one-time phone costs.
Cloud PBX systems are scalable and can handle an unlimited number of users in most cases. It takes no time at all to add new users. In most cases, setup and maintenance are quick and require no downtime.
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