If you work in a business that's rapidly outgrowing its humble origins, there's bound to be a lot of change. With new people, new premises, new branding, and new clientele, it's easy to underestimate just how much a business's basic infrastructure has to grow too in order to accommodate the new landscape. IT, cables, and decor aside, a key component of your new office space might be a complex new telephone system called a PABX or a Private Automatic Branch Exchange.
A PABX is one of several business telephone systems that allows a single access number to offer multiple lines to outside callers while providing a range of external lines to internal callers or staff. This gives companies more control and flexibility over their voice communication processes, is a viable solution for internal collaboration, and is alsogreat for making and receiving outside calls. A PABX system differs from an installation of several telephones with multiple central office (CO) lines in that the CO lines used are directly controllable in key telephone systems from multiple telephone stations, and that such a system often provides additional features related to call handling.
As companies grow, they need more phones to support customers, suppliers, and teams. The costs of installing and maintaining extra lines can get very high, though. A Private Automatic Branch Exchange (PABX) is a viable VoIP alternative. This system makes it possible to have many lines of access using a few connections to the public network. This network is also called the public switched telephone network (PSTN). Many organizations use PABX to handle a high volume of internal and outgoing calls, largely because the system allows to use a single access number that has several extensions, thus eliminate the cost incurred by having multiple landlines linked to the public network.
A company that uses either PBX or PABX acts like a telephone exchange. PABX automates the switching tasks needed to connect calls between extensions. In a PABX system, each device connected to the exchange has a designated extension number. These devices include desk phones, computer modems, and fax machines. The system is often owned and administered by the company hosting it. Many call centers and large enterprises use PABX, with common features that include auto attendant, call conferencing, call hold, and call transfer.
In a nutshell, a PABX works like a mini version of a public telephone exchange. A typical system has both software and hardware, including telephone units, routers, fax machines, modems, hubs, adapters, and switches. Using the system, a company can run its own internal phone network using local extension numbers. These extensions correspond to specific phones and devices used in the corporate building, and helps simplify a business's internal telephone communication. Inhouse calls don’t need to go beyond the local network, and users also make in-house connections with the touch of a button.
Interested in investing in a PABX system? Here's what you should look for in one:
Auto Attendant (Digital Receptionist): Automatically connects callers to the target extension number. It uses a simple menu. Automatic Ring Back: Enables users to pre-dial a busy phone line and receive a ring back as soon as the line is free. Call Forwarding: Lets admins route incoming calls based on specific criteria. Call Parking: Allows users to put an ongoing call on hold in one telephone unit. They can then continue the conversation on another device. Call Pick-up: Lets staff pick up and answer an incoming call for a different recipient. Call Queueing: Allows staff to create a system for routing calls to specific ring groups. Call Recording: Used for call recording for legal, documentation, monitoring, training, or other purposes. Call Transfer: Enables a user to hand off a live call to another user or extension. Call Waiting: Lets users handle many ongoing calls at the same time. Conference Call: Also called Audio Tele-Conference. You’ll want it when you need to speak with more than one party. Do Not Disturb (DND): Blocks incoming calls to a specific extension. Direct Dial-In: Allows callers to bypass IVRs or auto attendants. Users can make a direct connection to the intended number. IVR (Interactive Voice Response): Works like an upgraded auto attendant. Companies use it for account inquiries, product information requests, and other purposes. Ring Groups: Add several extension numbers into a group. It instructs phones to ring in sequence or at the same time when a specific call comes in. Speed Dialing: Use shortcuts for extension numbers. This makes it easier to remember the contact information of key staff or departments. Voicemail: Provide callers with the option to leave a voicemail message to ensure you can follow-up.