Starting from the origin itself, an IP/PBX were designed to meet the growing requirements of a business of a mode to converge voice and data which is becoming essential to run the business in the modern times.  They help form a cocoon in a business atmosphere to keep the employees and the clients satiated with its techniques, upgraded and updated ways.

IP/PBX stands for Internet Protocol Private Branch System. It is a telephone switching system incorporated in an enterprise that is capable of swapping calls between VoIP or voice over internet protocol.  In layman words, it is a business phone mechanism which is customer based and is capable of handling telephones throughout the organisation while it acts as a façade to voice and data networks together. It permits placing of phone calls through a network and not through standard telephone structure which is made possible by connection of all the telephones of the enterprise to the IP/PBX.  Briefly put, IP/PBX is an electronic switchboard that manages calls arriving over the internet by receiving, routing, holding, forwarding to voice mail or otherwise manipulating the incoming calls. It is a simple, powerful, economic and powerful phone system that can be fully automated or have a receptionist who could manage the incoming calls from her or his main IP phone number to internet IP numbers or extensions.

Today there are dozens of IP/PBX systems with similar and varied features all doing an adequate job. However, there are certain characteristics that are commonly prevalent in all the systems irrespective of the size of the organisation or enterprise.

Expounding on the various features or benefits of IP/PBX, we have the following:

Auto Attendant

Also known as Virtual or Digital receptionist, it is an automatic system that allows callers to be easily and quickly be transferred to an extension without the longer procedure of operator or receptionist meddling. This system to answer phones is capable of creating phone menus having common routing steps like transfer to extension, transfer to voicemail, a sub menu option, playing back of message, repeat choices and such others. IP/PBX builds flexible and simple programmable codes to accomplish the above mentioned features.

Unlimited Extensions

The best quality service provided by IP/PBX includes the feature of unlimited extensions whereby the client can create any number of extensions as per his needs and requirements. The calls opting these extensions are then routed to their various multiple destinations. Be it your home phone, work phone or cell phone, the virtual extensions are easy and quick to set up and are complied or activated instantly. The few of the common extensions as also mentioned above are Go to voicemail, play a recording, dial by name or extension, address book and such other smart call handling features such as ACD and IVR. The web based control panel enables the phone system administrator to add, delete or change extensions, change of extension location and much more.

Automatic Callback

IP/PBX provides for corporate call back which is an essential basic service focuses on saving on international calls and hence reducing enterprises’ phone costs. The methods employed here under include CLI call back where caller ID is made available through the PTT or Fixed Trigger call back where the users directly call in a pre-allocated phone number. There are also methods like SMS call back where the interaction in done through instant SMS message or web based call back where the users get a call back in their numbers maintained in a visual call back dialer.

Block Unknown Numbers

This feature is designed to block incoming calls from unknown or some specified numbers.  This enables saving of precious calls by rejecting unwanted callers. The IP/PBX system can be designed such that the blocked caller can be presented with any number of options like directing the call to voice mail, sounding a busy signal, continued ringing or a recording stating the number does not exist.

Call Forwarding Always/Busy/No Answer

Call forwarding option can be automated, programmed or performed manually as opted by the enterprise. It is utilised to route calls to some other destination based upon some reasoning.

Among the various options available includes unconditional call forwarding which is call forwarding always, call forwarding busy, no answer and DND or Do Not Disturb call forwarding.

Forward on Busy or No answer is used to transfer the caller to another extension or number in case the phone line is busy or not answered. However, this feature would be inactive if the user has disabled the call waiting option in his or her phone or when the user is dialling the number but has not yet connected as a call being dialled cannot be interrupted.

Call History

IP/PBX is designed for managing phone calls by creating call menus inclusive of whatsoever featured needed or required in the enterprise. One such other is the call history feature which basically maintains the call log of both incoming and outgoin calla along with maintaining the list for missed calls and calls received or answered.

Call Record

IP/PBX also has the ability to record the conversation either from the beginning of the conversation or from a soft button anytime during the conversation. For quality control and legal purposes it if often thought preferable to initiate the call recording feature in the phone system right from the beginning of the conversation to further deflect controversies of any kind.

Call Hold

There are options like automatic hold which automatically puts the caller on hold when the attendant chooses another call over the callers or consultation hold where the caller is put on hold while the consultant calls another person. Another term used for call hold is Call Park where the caller is put on hold and anyone is allowed to opt for the extension and take the call hence forth.

Call Transfer

This feature is used to move a call in progress to another specified or more appropriate destination or extension.  This includes two types of call transfer. Supervised call transfer or attended call transfer where the caller is put on hold and connected to a new party to converse privately before the caller put on hold is connected. Blind call transfer is when the call is transferred without any meddling or interruption.

Call Waiting

This is yet another feature whereby the user is alerted of any other incoming call while conversing in one other call. This feature allows the user to swap back and forth the incoming calls and the present call as necessary.  The user is alerted of another incoming call via a beep that sounds in the phone when a call comes while in conversation with the present caller. Often caller ID helps in further recognising the incoming calls.

Click to Call

In this the customer doesn’t have to remember the number to dial the customer care. In this the customer simply clicks on the click to call button on the virtual page of the website of the enterprise from where the call is directed to the concerned department which also satisfies the customer because of the quicker connection.

Call Distribution

ACD or Automatic Call Distribution is a feature to transfer calls in a call centre atmosphere to the respective agents based on the dependent factors like time, skill sets or priority levels.

Simultaneous Ring

In this feature a particular line is assigned more than one extension number such that distinct rings are set for distinct extension numbers such that simultaneous ringing of the phone line will enable the operator to recognise the extension of the call.

Do Not Disturb

This functionality is capable of ignoring any incoming calls and hence can be implemented in many ways such as ringer off or in mute, set in busy mode, mixed mode which is basically a combination of the first two mentioned ways.

Fax to Email

In this faxes are preloaded into the system and the caller response is to enter the relevant digits into the system and hence the fax will be sent to the relevant destination and will be processed promptly after the phone line is disconnected. Similar is the case with Email.

Hide My Number

This is a unique intelligent feature which protects the number of the system from getting hacked or exploitated in any way whatsoever.

Local Phone number around the globe

Local number from over 2300 cities around the world

One number is made operative across the nations to be consulted whenever need arises.

Last Number Redial

The feature is self explanatory whereby the last number in the call log is automatically redialled when set so.

Call Conferencing

This feature enhances employee efficiency and productivity whereby various calls are merged to one such that all are able to participate in the conversation. This is especially preferred in conducting business meetings over the phone calls and includes individual management of call activity, audio integrated, online call scheduler and other such call conferencing features.

Music on Hold

This is self explanatory as well whereby IP/PBX plays  music or a recording to the caller when he or she is put on hold for whatsoever reason.

Phone Directory

An automatic directory can be built upon with the names of every person their respective extension numbers that exist in the organisation. The caller who gets transferred to the automatic phone directory can be asked to spell the users name or code or extension in order to identify him and then route the caller to the specified destination. This facilitates managing many callers and all the more destinations in a smoother way.

Phone Speed Dial

IP/PBX permits fast dialling of frequently dialled numbers. Such numbers may be stored in the system for faster access and hence, speed dialling.

Receptionist Console

This has been designed to work effectively with a touch screen monitor for easy access.  This application is installed in the receptionist’s computer and is designed as a switchboard control tool. It displays visual and text based information to allow the operator in the office to effectively manage the flow of calls.

Video Calling

IP/PBX allows the user to connect to its business parties via voice or video calls over a data network. Inter-industrial communication via video calling enhances scalability and productivity when used effectively.

And hence is the IP/PBX system at your disposal to be used for your gain.