| PBX Systems allow you to set up extensions, | | | | - "We have 4 different numbers, with 'x' number of |
| customer management systems, auto-attendants, call | | | | staff handling 'x' simultaneous calls at each number?" |
| redirects and more to route calls within your | | | | - "How do you handle, and what is charged to port |
| organization. These operations are handled through a | | | | numbers in and out of your system?" |
| private branch exchange server (PBX). Virtual PBX | | | | Bottomline: If you need over 25 simultaneous calls |
| services will setup, maintain, and host your exchange | | | | (over 75 employees), consider a self-hosted PBX |
| server off-site and you simply buy IP phones and an | | | | system. If you are unfamiliar with PBX systems, spend |
| internet connection to interact with a web-based | | | | at least 1 month researching your options before |
| administration panel. Self-Hosted PBX brings the | | | | purchasing equipment and services (ensure |
| exchange server in-house (on premise). The benefits | | | | compatibility and features). You will need compatible |
| and trade-offs vary, but generally, virtual PBX services | | | | phones, server/software, firewall, data/voice internet |
| are for small businesses, and Self-Hosted PBX | | | | service, and SIP/DID providers. |
| Systems are for medium and large businesses with | | | | Hardware |
| heavy phone volume. You can use either analog | | | | Many tout that self-hosted PBX hardware can cost as |
| phone lines or digital VoIP with Self-Host PBX. Virtual | | | | much as $60,000. However, research what your |
| PBX services are limited to VoIP. PBXSystems.org | | | | company needs, as many hardware providers can sell |
| focuses solely on the cost savings (typically 50%) | | | | a complete PBX setup (compatible phones & |
| associated with business-grade VoIP communications. | | | | server/software installed) for smaller businesses in the |
| Pricing | | | | area of $2500. |
| The general consensus is that Virtual PBX services | | | | Depending on your needs and volume, a |
| are ideal for small businesses with only 1-10 employees. | | | | business-grade pipeline may be as high as $600 |
| With virtual PBX, you are sharing the 3rd party | | | | month. For the most part, simultaneous calls are limited |
| exchange server with other people, thereby, sharing | | | | to your bandwidth (say 23 simultaneous channels/T1). |
| hardware & maintenance costs. You must pin | | | | Additionally, some SIP providers will require a static IP. |
| point your needs and carefully research your preferred | | | | With virtual PBX, companies may use a standard data |
| virtual PBX provider. Costs are generally between | | | | internet connection which may not be practical for |
| $30-120/month for complete packages (minutes | | | | large support/sales centers. However, both IP-PBX |
| included). Extensions, may or may not be free | | | | systems allow you to share the same bandwidth for |
| depending on the provider. Your marginal cost will | | | | both data and voice. Be sure to adjust your QoS |
| increase compared to self-hosted PBX systems as | | | | (Quality of Service) settings to prioritize voice to avoid |
| you add more users. | | | | dropped calls and poor sound quality. |
| Virtual PBX systems will also provide you with SIP | | | | For both systems you may use SIP enabled IP phones |
| trunks & DIDs as opposed to securing your own. | | | | or softphones. You may also use a traditional phone, |
| However, they may limit the number or channels or | | | | but you will need an ATA adapter or a gateway for |
| simultaneous calls your phone number can achieve | | | | VoIP service (check interoperability closely). |
| (services vary). | | | | Self-hosted systems may require an SIP firewall. |
| For Self-Hosted PBX systems, you will need a server | | | | Other |
| (with a PCI data port), configuration software (open | | | | With virtual PBX, you are using a server and service |
| source available), broadband connection (t1 handles 30 | | | | that is outside your control and you are committing |
| simultaneous calls), and potentially a firewall or | | | | yourself to security and reliability risk. |
| gateway. VoIP rate plans are provided through ITSPs | | | | With self-hosted PBX, you select your ITSP (Internet |
| (Internet Telephony Service Providers) and will charge | | | | Telephony Service Provider) for SIP trunks. You are |
| at least $15/SIP Trunk per month and $1/DID per | | | | not limited to one provider. You can setup up rules |
| month (rate plans and bundles will vary by provider). | | | | within Asterisk for example, to send certain calls to |
| As a general rule you should reserve channels (DIDs | | | | one ITSP, and other calls to another (maximize |
| etc.) for 1/3 of your employees. If you have 300 | | | | benefits of individual providers). Additionally, you can |
| employees, not all of them will be on the phone at all | | | | have back-up ITSPs in case one SIP provider goes |
| times. Figure out a safe medium of simultaneous calls | | | | down (you can set automatic error handling rules for |
| needed. Each service provider will handle terminology | | | | this as well). Virtual PBX providers do not allow such |
| (SIPs, DID, Channels etc.) differently. Contact their | | | | configurability, although one would assume their internal |
| support department with specific requirements | | | | backend processes have such backup mechanisms in |
| questions such as: | | | | place. |
| - "We need 20 simultaneous inbound calls to our toll | | | | Many, not all, virtual PBX systems will limit the |
| free number and 2 simultaneous calls to our local | | | | simultaneous calls per number. What is your technical |
| number?" | | | | ability? Do you have the time and ability to maintain a |
| - "We need roughly 5000 inbound minutes to our toll | | | | self-hosted PBX system? If you do, even with fewer |
| free number, 1000 outbound minutes to Australia, and | | | | users, a self-hosted PBX system could have cost |
| 1200 outbound minutes our satellite office in | | | | savings. However, if you do not have time, use virtual |
| Germany?" | | | | PBX in the meantime according to a strict profit |
| - "If our phone systems go down, can we redirect | | | | savings analysis. |
| incoming traffic to another phone?" | | | | |