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When it comes to voice over Internet protocol (VoIP) hosted private branch exchange (PBX (News - Alert)) systems, there are plenty of businesses that are finding value. Bringing in a hosted PBX system can bring with it plenty of valuable and exciting features ranging from voicemail service to toll-free numbers and beyond. But there's actually quite a bit of “beyond” that some may not have considered, and as such, some features that are worth looking for when it comes to looking for a hosted PBX provider.

With a hosted PBX system, it's possible to offer what are called local virtual numbers, which essentially allow businesses to offer a local number anywhere the business may want to operate, but without necessarily having to establish a physical presence. It provides a note of comfort for users, that “local touch” that can sway some users to do business with what at least seems to be a “local company.”

Also, hosted PBX systems can offer hunt groups, a kind of automated phone tree system by which a series of numbers are used to attempt to contact the person in question. With a hunt group, an incoming call might first ring into a desk phone, and if no one responds, rather than going to voicemail, the call proceeds to the next number, whether mobile device or home phone. Hosted PBX systems can also transcribe voicemail to e-mail, so that voicemail messages can be read rather than listened to, a useful tool when silence needs to be observed like in meetings.

Call queues, meanwhile, can work similarly to hunt groups but for groups of call center agents, routing callers to other agents by using a variety of measures from specialty to availability. Call metrics, meanwhile, allow for better overall tracking of call performance and an ability to better spot where customers are waiting too long, a measure that can actually save some business. The system can be used to better train new agents, allowing managers to listen to calls and provide feedback on the call quickly so as to improve overall retention rates.

There are also some marketing metrics, including the ability to track the effectiveness of advertising. The system can track the calls that come in from which numbers—an ad in one place may have one contact number, while another will have another—and show the number and duration of calls coming in from each number. Auto attendants can answer calls and even address some simpler issues like hours of operation and the like, and do not disturb systems allow calls to come in when same are best able to be handled. Finally, there's the conference bridge, which allows for the rapid establishment and operation of conference calls, a tool that can improve a business' image and can even provide a means to better help customers.

There's a lot in here to consider, particularly for businesses who are looking to augment current communications systems with a hosted PBX system. It's also important knowledge for those who already have made that step, but are looking for ways to get the most out of it. As the previous discussion noted, there are plenty of ways to do both of these, including some that may have been overlooked. Taking a second look at a system is seldom a bad idea, and bringing in new functionality that might save money, drive business or both is reason enough.