The term “hosted PBX (News - Alert)”--or public branch exchange--system gets thrown around quite a bit these days, especially when it comes to information technology and potential ways to save money. While the hosted PBX can often provide a lot of value, it's always a good idea to understand how this system works. There are certain basics of the hosted PBX system that are worth knowing, and worth applying, to get the most value out of the system.
The hosted PBX system is, essentially, a complete phone system that can operate remotely, where most of the equipment required to use it and get the most out of it doesn't need to be at the location where it will mainly be used. Before, telephone systems in business were single phones, which then expanded to a complete switchboard, before becoming largely automated at the switchboard level. The hosted PBX system allows for calls to come in and be routed to the most appropriate location, while not requiring the company to maintain its own switchboard system.
A hosted PBX can take the calls and then route the calls in question back to the business via an online connection, either wired or wireless. With just a little simple programming at the business in question, and just a bit of hardware, the business can then receive the calls routed from the PBX. The amount of technical expertise to carry out such a system is minimal. But it's not just routing that the PBX can offer; it also boasts some extra options that can come in very handy.
For instance, a hosted PBX can offer support for holds and transfers, as well as offering incoming call management systems. A hosted PBX can offer automated greeting systems, support for voicemail and fax systems, touchtone menu systems and even offer services similar to a hunt group, in which the incoming calls are transferred to the first available person in a department, and if someone is unavailable, it can continue transferring until a person is reached.
The decision to go with a hosted PBX system can be a difficult one, and requires a careful consideration of priorities. In a hosted PBX system, all the equipment is located off-site, so should repairs are needed, those are done on the host company's dime...and the host company's time. Some may not want to wait for someone else to start the repair process, though host companies are often quick to make repairs, knowing that each minute of downtime only increases the chance of dropped service and a competitor getting the account instead. Decisions about when to make upgrades to equipment—and the accompanying expenses—are also in the host company's hands, not in the contracting company's.
There are a lot of advantages to a hosted PBX system, and such systems offer plenty of options and value for the users. But the larger picture is a bit more complex. Without considering the full range of options, a company will often find itself doing little more than setting itself up for failure. But hosted PBX systems, in the right environment, will commonly go a long way toward improving the bottom line for business.
Edited by Rachel Ramsey