As your company transitions from a startup to a thriving settled company with lots of employees, the need for phone connectivity will start to arise. To keep up with the growing needs of your employees, you may start considering a PBX (Private Branch Exchange) system
Managing calls can be tiresome for employees — thanks to the latest technological advancements, you can direct all calls efficiently with the help of PABX systems. A PABX phone system is an effective solution consisting of hardware and software to manage calls. This system receives incoming calls and routes these calls with any human assistance.
A business PABX system has distinct features that have the ability to reach specific intercoms, extensions, initiate conference calls, and even assign customers to wait for assistance. When it comes to a PBX system, you have several choices. In this article, we will discuss these systems and assist you in choosing the right one for your business.
What Is A PABX System?
These systems are a business solution for organizations that require many lines for outside and in-house calls. This system enables organizations to use a single access number with several extensions. These systems are cheaper when compared to landlines that are linked to a public network.
An organization using a PBX or PABX system works as a telephone exchange. A PABX phone system automated the process of switching tasks required to connect incoming calls between the extensions — that is what the “A” in PABX is for. PABX (Private Automatic Branch Exchange) means automation. Unlike PBX, the PABX system doesn’t require human switchboard operators to connect users.
In these systems, every device, be it desk phones, fax machines, or even computer modems, has a distinct and designated extension number if it’s connected to the exchange. The PABX solution is primarily owned and administered by the hosting organization. Enterprises like call centers use this system for their features like auto-attendant, call hold, call conferencing, and call transfer. This system is used to streamline the process in large enterprises.
PABX vs. PBX —The Ultimate Difference Between PBX and PABX?
Both PBX and PABX are switching systems, they are often used synonymously, but that doesn’t make them the same. Think of PABX as an improvement of the conventional PBX system. In a PBX (Private Branch Exchange) system, the switchboards are managed by human operators.
The switchboard operators close a call circuit by physically plugging in the wires. This circuit then establishes a connection between two devices operating on the POTS (Plain Old Telephone Service). These human-operated systems were previously called PMBX (Private Manual Branch Exchange).
While the PBX system uses human operators, the PABX ones are fully automated. This system uses computers to automate the process of switching — and this is the main difference between the two systems.
PBX today is used for both human-operated and automated systems. You can even host an internet-based PBX system using the cloud — and it can connect the on-premise equipment by using SIP (Session Initiation Protocol).
The Workings of a PABX System
This system operates in a similar manner to a public telephone exchange. A Standard system comes with both software and hardware, the apparatus includes fax machines, hubs, switches, telephone units, modems, adapters, and routers. It allows the organization to run its own internal telephone network by using local extension numbers.
The extension used in the system corresponds to specific phone units and devices used in the building. This system can simplify the internal phone communication within the organization. The in-house calls don’t go beyond the local network, and with a touch of a button, users can make in-house connections. Shown below is a PABX system diagram to better explain the working of this system.
A PABX phone system has a feature that can greet the caller with a previously recorded message. This greeting is known as IVR (Interactive Voice Response). It usually asks for the number for the specific caller to dial. This ensures that the call is made in the correct department.
These systems can be used to route incoming calls on the basis of extension numbers or codes. It uses the public telephone exchange for outgoing calls.
A conventional system has external lines, which are also called trunk lines, but it has a fixed number of internal lines that are connected to the trunk line. The local users and staff members are required to share these external lines when making outside calls.
Top PABX Features For Business
A PABX solution is beneficial for an organization. It allows the companies to use more telephone units in fewer physical phone lines. To use this system optimally, organizations have to assign an extension number to every phone unit. The system also lets the users make internal calls free of charge.
You can find an array of features in these systems. Some of the most common features and advanced function offered by most of the systems are:
⦁ Call Pick-up- Under this feature, the staff can pick up a for a different user.
⦁ Automatic Ring Back- It allows the caller to pre-dial a phone line that is busy, and when the line is free the user gets a ring back from them.
⦁ Call Queueing- This feature can create a system for routing calls to specific ring groups within the local network.
⦁ Automated directories – This feature allows the users to check the extension of employees simply by adding the first three letters of their names.
⦁ Call Recording- This feature allows the users to record a call for documentation, legal, training, monitoring, or any other business purposes.
⦁ Auto Attendant- This feature can connect the callers to their target extension number automatically by using a simple menu.
⦁ Call Transfer- It allows the users to transfer a live call to another extension in a different department.
⦁ Call Waiting- This feature enables the users to deal with more than one caller at the same time.
⦁ Hands-free Digital Handset- The system offers a hands-free handset to the employees. This enables them to work and attend a call simultaneously.
⦁ Direct Dial-In- It allows the callers to bypass IVRs and auto attendants — and make a direct connection with the intended user.
⦁ Conference Call- This feature is also called Audio-Teleconference, and it lets you speak with more than one user at the same time.
⦁ Call Hold With Music or Message- The system allows the users to put the caller on hold with a pre-recorded message or music.
⦁ Call Parking- This allows the users to put a call on hold using one device, and then use another device to resume a call.
⦁ Do Not Disturb (DND)- This feature is used to block incoming calls within a certain extension.
⦁ Speed Dialing- Under this feature, users can make calls to extension numbers with a shortcut. This feature eases the constant requirement of remembering the contact information of various staff members or departments.
⦁ IVR (Interactive Voice Response)- This feature works like an upgraded auto attendant. Several organizations use this feature for product information requests, account inquiries, and other similar purposes.
⦁ Greeting Message- The system enables the users to put a greeting message after a defined number of rings.
⦁ Call Forwarding- This feature allows the admins to route incoming calls on the basis of criteria.
⦁ Ring Groups- This feature allows the users to add several numbers to a group. Under this feature, you can personalize the ring in a sequence or at the same time when a call comes from a specific number.
⦁ Voicemail- With this feature, the caller can leave a voicemail message.
The Different Types Of PBX Phone Systems
All systems are not the same. So, before adding it to your organization, you should know about the different types of systems.
Traditional PBX Phone System
The traditional PBX technology is a landline-based system. It uses a physical PBX hardware box — all the phone lines are connected to this box, and it distributes the calls to each desk using a voice menu. The setup cost for a traditional system is high, and it is a popular system for businesses that use old wiring, unreliable internet connection, and unsecured phone lines. The most reliable vendors for this type of PBX system are Panasonic, D-link, and Snom.
On-site IP PBX Phone System
This system is not far from the traditional system. The primary difference between these two is the phone. The on-site system uses digital phones as opposed to landlines. The setup of this system is relatively easy when compared to the traditional system. However, an IP PBX system is still considered costly in comparison to other VoIP-based PBX systems. If you have decided to go with an on-site PBX system, then you should go with vendors like Avaya, Cisco, and NEC.
Cloud-based PBX Phone System
The cloud-based system is the newest addition to PBX technology. In this system, all the functions, features, applications, and calling services are on the cloud. This system uses VoIP phone signals similar to IP PBX. But since this system is hosted by the cloud, the organization doesn’t have to buy any physical hardware. The cloud-based PBX system is our top recommendation, and if you are looking for the best vendor. Then, go with Polycon or Samsung.
Pros And Cons of A PBX System
Before upgrading your system, you should consider its pros and cons. Listed below are some pros and cons that will help you in making a better decision.
Main Pros of PBX System
These systems require no regular maintenance checks or any upgrades. Once you have installed the system, you can go back to working stress-free. The system will streamline your calls without the need for extra maintenance.
No More Outages
This system is reliable and dependable. A PBX phone system will keep working even when the computer network is down. So, your business is not fully dependent on an internet network.
Main Cons of PBX System
Lack of Mobility
The technology is still new, so this system lacks the essential feature of mobility. This system is still dependent on older technology which may not be as useful in the current work scenario.
Cost of the System
This system is not a good option if you are tight on budget. This technology is more expensive than a new telephony system VoIP. PBX will require hardware, installation, and wiring charges.
PABX phone system is integral to streamline your operations and enable the employees to connect with each other seamlessly. Adding or upgrading this system requires a significant investment. Thus, companies should do research before making a decision. Techbot is a pioneer company that can help you in upgrading and installing a PABX System Dubai. They offer PBX systems from all top brands like Samsung, Cisco, Polycom, Panasonic, etc. Techbot can not only provide the best PBX system but also help in PBX installation Dubai. For more information contact them.