Business Phone Systems Explained
Choosing the right phone system is essential to delivering superb service to your customers. With a cloud-based phone system from Buroserv you have complete control over your business’s phone calls without the need to buy or lease an expensive hardware platform. Plus, they come with a range of features to help you serve your customers better.
What is a PBX phone system?
A PBX is a business phone system used to make and receive both internal and external calls. These calls can be made via a range of communication channels, such as VoIP, ISDN, and analog.
What are the main features of PBX phone systems?
PBX phone systems offer a vast range of features, but the most important include:
- Hunt group (ring group): This feature distributes incoming calls between a group of predefined extensions, rather than to a single phone, to ensure calls are not missed. Simultaneous distribution means all extensions ring at the same time, while sequential distribution means the call goes to the phone at the top of the list, before diverting to the second on the list after a set period (typically 10 seconds).
- Queuing: Callers are placed in a queue — in other words, on hold — until an operator is available.
- Auto-attendant/digital receptionist: Callers are directed to a specific extension or hunt group based on which menu option they choose. Different routing options can be implemented to deal with peak traffic periods, and different messages can be recorded for out-of-office periods.
- Voicemail: Callers can leave a voice message if their call goes unanswered. Recorded messages can then be converted to audio files and sent to an email address.
- Intercom/paging: This allows a phone to be used as a pager or intercom.
- Reporting: Details of incoming and outgoing calls can be captured, enabling managers to understand who is ringing the business and to manage costs more effectively.
Traditional vs hosted PBX: Which is right for my business?
Not all PBX phone systems are the same. There are two distinct types available: traditional and hosted. Here are the key differences between the two:
Traditionally, PBX phone systems have been located in the customer’s property, with each extension typically connected by wire to the PBX to enable calls from one extension to another.
Furthermore, the system is linked up to outside telephone lines, delivered by a third-party carrier or service provider, to make and receive external calls. Generally, there are fewer outside lines than extensions, because traditional outside lines are very expensive — and it’s rare that they will all be in use simultaneously.
Hosted PBX systems are now far more common than traditional systems. They function in the same way as a traditional PBX, with the key difference being that the infrastructure exists in the Cloud. That means all phones are connected to the Cloud PBX via the internet, offering numerous advantages, such as:
- Easier installation and configuration
- Simpler management through a web-based interface
- Substantial cost savings through VoIP calling
- Highly scalable
- No need for hundreds of meters of wiring
- Ability to hot-desk and roam from one location to another
The two hosted options we supply are BuroX (our entry level system) and Buro3CX with more advanced features.
How to choose a hosted PBX
The best hosted PBX for your business will depend on your specific requirements. At Buroserv, we offer two alternatives — one tailored to the needs of smaller businesses, and the other to larger organisations:
BuroX: Hosted PBX for small businesses
BuroX is a cost-effective PBX solution for small businesses. Based in the Cloud, it incorporates all the key features that small businesses need, such as:
- Call queues
- Auto attendant/digital receptionist
- Hunt groups
- Support for remote working
- Conference rooms
Buro3CX: Hosted PBX for larger businesses
3CX is the world leader in hosted, Cloud-based PBX software, with more than 250,000 business customers and over five million extensions. Our Buro3CX solution caters to the unique challenges of larger organisations, incorporating enhanced features like:
- iOS and Android apps for remote working
- Multimedia: video, chat, phone
- Integrated call centre
- Call recording
- Effortless User & System Management through the 3CX online portal
At Buroserv, we offer a variety of add-on options. You can bundle your hosted phone system with:
- Handsets (phones)
- Other hardware, e.g. routers and switches
- Internet connectivity – including optional 4G backup so you never miss a call
- Included calls