| PremiseNET�s MAXX system is a distributed PBX
for the SOHO, with a built-in auto-attendant and some clever CTI
functionality. The system can handle 2 external telephone lines, 12
physical telephones, 8 users, and 40 minutes of voice mail. We found that
its feature set is very comprehensive and fairly simple to configure, but
the actual product installation can be tricky for non-technical users. We
had great expectations for this product, because the company�s founder
happens to be Gordon Matthews, the man who invented voice mail.
(Conversations with Mr. Matthews reveal his modesty about this, but we are
still impressed.)
INSTALLATION
The MAXX�s main components are a �call manager� (called the CM) and
�telephone control modules� (called the TCMs). The CM is placed where
the phone line(s) enter your SOHO, and one TCM is placed wherever there is
a telephone. The exception to the TCM rule is that one telephone plugs in
directly to the CM. The CM and all TCMs each have an AC power adapter, and
the CM uses a 9-volt battery for backing up approximately two hours of
data.
Cabling the MAXX is easy, but the multiple configurations might be
confusing if you don�t read the directions carefully. Things get more
complicated with the user and system parameters because there are dozens
of options to choose from, multiplied by several users and telephones.
There are some parts of the configuration where you can only set up one
user at a time (as opposed to implementing a global template set-up).
Again, the most important thing to do is follow the directions very
carefully. The interface between your selections and the unit is a
telephone keypad. Choosing 1 for yes or 2 for no makes the individual
choices simple, and you can press the asterisk button to skip menu
choices. However, once you make an entry, there�s a conspicuous lack of
a �back� feature to correct it with.
Some good news for end users is that PremiseNET�s technical support
people were very helpful, and they made sure to explain concepts in
detail. For a product that�s likely to be used in some (very) small
offices and even in some household environments, this level of telephone
technical support is very important.
For our tests, we configured the MAXX system with two lines, with one
phone and TCM attached to each line. (Rather than using live lines, we
used a Teltone analog line simulator, with a two-way splitter attached to
each line to act as line extensions.) For a second test, we configured one
line with both TCMs and two phones, so we could test
extension-to-extension functions (although there are some ways where this
can work across multiple lines as well).
DOCUMENTATION
Included with the MAXX system are a 4-page quick-start guide, a 112-page
owner�s manual, a wallet reference card, and some product literature.
The intent is to use the quick-start guide for the basic setup, and the
owner�s manual for the more advanced features. As we mentioned above,
the manuals are good if you follow them patiently; we like the
troubleshooting section of the owner�s manual. The documents do contain
more than a few grammar mistakes and spelling errors. It seems like a case
where the company put all of its effort into engineering and little effort
into documentation, but in the end, it�s better that they include a
comprehensive (albeit confusing) documentation set than a fine work of
literature that doesn�t provide all of the answers. There�s also a
customer service link at the PremiseNET Web site.
FEATURES
The actual CM device (about the size of speakerphone) features 11 LEDs �
one for each possible phone, one for each phone line, and another for the
low battery indicator. The TCM devices (which are about the size of an
8-track, for those of us who remember) use just two LEDs each � one for
message indication and one for an in-use indicator.
The complete list of MAXX features is extensive. The most useful
features include voice mail, intercom calling, caller announcement,
automatic fax recognition, do-not-disturb mode, and distinctive ringing.
MAXX also supports preferred number ringing, which is a telco-offered
feature that both forwards calls made to your old phone number to your new
number, and then rings your phone with a different cadence. This way, you�re
aware when callers dial the old number instead of the new one, and you can
inform them of the change.
The MAXX also features the ability to customize your auto-attendant and
user parameters. The user parameters are numerous, including the
following:
- Eight ring cadences (various �short/long� combinations).
- Assigned fax users (only an option for multi-line systems).
- Caller ID/call waiting (requires caller ID from telco).
- Caller announcement (announces caller�s recorded name).
- Call rejection (call announcement for cordless handsets).
- Line access limitation (specific users can access certain lines).
- Phone assignment (calls for specific users can ring specific
phones).
Another set of features applies to all users. Among these are
conferencing, intercom calling, holding, support for �three-way�
calling (reliant on your telco), and something that PremiseNET calls the
�Remember Things About The Call� feature. This feature lets you save a
recorded name for the caller, and add them to a private number list or a
blocked number list.
Like a �real� PBX, you can also do things like transfer callers
directly to another user�s phone or voice mail, and you can retrieve and
process your messages remotely from a telephone. Messages are noted with
their date and time. One thing that we like about MAXX, from a PBX
standpoint, is that using TCM modules means that you can use any analog
phone. (Besides the complicated configuration and maintenance tasks of
traditional PBXs, another one of their major obstacles for the SOHO market
is the need to purchase very expensive, proprietary telephones.)
OPERATIONAL TESTING
For our test, we made three users: administrator, Opus, and Milquetoast.
As we mentioned in the installation section, configuring phones is done
from the phones directly, while configuring users is done only from the
phone connected to the CM.
We tested this product for about a week. We found that learning its
feature commands (most of which involved doing a flash-hook followed by
some keypad sequence) is unintuitive and takes some time. After our week
of testing neared completion, we were just beginning to master the system
prompts, and like real-world users, we had distractions like meetings,
messages, and other projects.
One issue that we noticed after a few days of use is that the system
status frequently was playing catch-up to the users. For example, when you
hang up a call, the system takes about 30 seconds to reset itself to the
on-hook state. One of our test phones had a physical flash button; the
other required pressing the receiver. The latter technique took some time
to master, and we found that if it�s not done just right, then accessing
the system commands is tedious. Take our advice: use phones that have an
actual flash button.
Overall, our impression of the MAXX system is that it�s very powerful
and well designed (from a functionality point of view), but that it comes
up short in the learning curve and user interface areas. Those factors
seem to cancel each other out, but looking at the big picture, it�s
easier and cheaper than buying a full-fledged PBX that�s hard to
maintain and could take years to pay for itself.
ROOM FOR IMPROVEMENT
We feel that the MAXX system could benefit from two things: 1) an
easier-to-use interface and 2) a tutorial-style user�s guide. We�d
like to see the addition of improved find-me/follow-me features; for
example, PremiseNET could easily add the functionality of a virtual
assistant. Another good feature would be a USB or serial port on the CM
unit, so that settings could be edited from a visual perspective. Finally,
we�d like to see the device cases restyled into simple boxes, which
would be a more efficient fit onto the desktop, perhaps with a wall-mount
option for the CM box.
CONCLUSION
We feel that this product�s usefulness vastly outweighs its faults. For
SOHO environments that want the power of an enterprise-scale PBX without
the maintenance and cost issues, we recommend the MAXX system. The catch
is that it does require some patience to configure, and the end user
learning curve is too steep for our tastes. Mr. Matthews� new product
won�t have the same success as his invention of voice mail, but it�s a
fine niche product. |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
