A hosted PBX system is an internet based phone system designed to significantly improve communications between employees and clients. It is a virtual system and can also be known as Hosted VoIP (Voice over Internet Protocol). Businesses that move across to a Hosted PBX system will have access to a wide range of features, with a number of these features not available on traditional, on site phone systems. A hosted PBX System uses IP phones which connect to the provider’s server via an internet connection. Administering the system is performed through a web based portal where changes can be made and extensions can be added and or removed.
A Hosted PBX has a number of cost benefit features such as lower upfront costs and no ongoing maintenance costs. Dependant on the provider, businesses can either purchase IP phones up front or sign a contract to pay the IP handsets off over a period of time, technically leasing the phones until the end of contract when they become assets of the company.
Hosted PBX phones systems provide a wide variety of features & functions that help staff communicate better internally, and facilitate improved interaction with clients. Each of these features differs and allow for different businesses to effectively communicate far more efficiently such as caller ID. The callers number (both internal and external) will be shown on the screen, unless the caller is calling from a private number. This also works for Caller ID Blocking, as the name suggests if you want your outbound number to be set on private you simply log onto the portal and turn the feature on and off. Simultaneous ringing is when another person calls your IP phone extension, the Host PBX system can then simultaneously divert the call to your mobile phone. HD voice is a great feature as it is able to provide superior interactions between callers. The conversation is clearer and therefore improves the level of communication between all parties involved.
Whilst each provider has different plans and installation methods, Remote Handset Provisioning means the provider will take care of all the configuration of the IP phones as well as any firmware updates, making sure the Hosted PBX is up to date and maintained to the high quality. Each provider has an Online Portal which gives the customer and business flexibility and control over their network. Changes are made instantly and in the event of a network failure you can set up diverts and or forward all the calls to anywhere in the world. Reliability is vital to the reputation of any business, customers are drawn to companies who are deemed reliable.
Most businesses will agree that they can’t afford to have any downtime and if the Hosted PBX system does experience a network failure there are measures in place to make the situation less disruptive. As mentioned before, the portal also allows for extensions to be added and or removed in the event that the business is upsizing and or downgrading, this is known as Scalability. This method is by far more cost effective than the stand alone PSTN lines where new wires would need to be installed if new phones and connections were required.
The portal also gives businesses immediate access to Real-Time Call History, which allows for up to date information on calls made, received and cost of calls, this is also specific to extensions and not just the overview of the business. One of the most popular features is Voicemail to Email, this allows for voicemails to be translated into a worded format and sent your email, instead of listening on your phone you can simply access and read your messages. Auto Attendant receives and reroutes calls via a voice automated service, this becomes the dedicated receptionist for a company, people simply can dial direct to an extension, leave a message and or be directed to a specific branch of the company, such as sales, IT support and or general enquires.
Security is vital to any business, therefore having a system in place that not only protects your business but also important information about your employees and or customers. A hosted PBX system can protect your business from unwanted virtual intruders. Hackers can sometimes go unnoticed and if the system isn’t properly maintained they could make unsolicited calls from your network, run up thousands of dollars in unwanted calls and therefore create a privacy issue. Whilst it’s the Hosted PBX’s provider’s responsibility to maintain/update the network and software, it is vital that the business is up to date in terms of virus protection and have strict firewall measures in place, as the company will be completely run over the internet with internal and external traffic flowing through the network.
Overall having a Hosted PBX installed in your business is cost effective, reliable, secure, allows for greater flexibility and scalability. It gives you control over your network as well as the confidence that your business is running smoothly and efficiently. Time management is spent on the important areas on the business instead of solving the communication flaws due to old equipment and ongoing maintenance costs.
