The ML Editor

How do VoIP PBX Phone Systems Work?

Businesses large and small need a method of organizing the large and complex amount of data generated by internal and external communications. For larger companies, this is definitely a major concern as the business impact of communications is far more significant that for that of say, a start-up company. So how does a business manage a large volume of phone calls? How does the business effectively integrate incoming outside calls into the internal call network? What is the most viable way of reducing downtime and missed calls?

A new technology called VoIP (Voice over Internet Protocol) might just be the solution to these questions that businesses across the country are routinely asking themselves. Voice over Internet Protocol is a means of transmitting telephone calls over the Internet, which saves both data and money. To date, the main means of solving the various internal and external communications problems has been to use a private branch exchange or PBX. A PBX allows businesses to set up their own private telephone exchange, and since electronic PBXs have made transmitting data much easier, it has proven to be an extremely cost-efficient solution.

A private branch exchange integrated with Voice over Internet Protocol can dramatically increase the productivity of businesses while simultaneously cutting communications costs and organizing internal and external telephone calls. VoIP PBXs connect all VoIP-enabled phones such as the Mitel 5220to a central computerized exchange, which automatically routes incoming and outgoing external and internal calls to their proper destinations. Since these calls are sent over an Internet connection, there are no separate phone lines to be maintained and thus no extra costs spent on maintaining the phone lines.

It should be noted that Private branch exchanges aren’t new - they have been used for telephone routing since electromechanical (and then fully electronic systems) took over from human-operated exchanges. Now that VoIP PBXs have begun to replace these now outdated exchanges, businesses have seen many changes come to their structure. Private branch exchanges using Voice over Internet Protocol have the advantage of existing as a physical system or completely virtually, as software. This helps businesses save enormous amounts of money by handling all communications completely electronically.

A prime example is that voicemail messages can now be automaticall transcribed and left in a worker’s e-mail inbox. Mobile phones can also be integrated into VoIP networks thus giving employees two internal call points - their mobile phone and their office phone. When an employee’s number is dialled, both their cell phone and their office phone rings, in order to double the likelihood of being reached. With information making up a significant portion of the world economy, a company’s ability to handle information more efficiently than competitors will be the factor that determines the competitive edge.

When combined with the fact that increased information efficiency also translates into superior customer service, the business can expect to find itself catapulted to the level of a first-class operation. By setting up their VoIP PBX in a way that suits them, a business can now handle vastly increased volumes of calls efficiently and quickly. This can also allow employees to handle personal phone calls as well as dealing with work call volumes. With VoIP, an employee can redirect calls to their voice mail if need be if they find they are being harassed or bothered.

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Libraries in the UK will soon have high-speed broadband services for users when the ‘Janet’ network comes into operation here. In a recent announcement, it was revealed that libraries across the UK would now have an option to upgrade existing internet services to the government-backed high speed Janet network.

At present, even bigger libraries in the UK do not offer super-speed internet to users. Most home broadband plans that are fibre optic based are much faster than those offered by libraries. However, this is set to change once the Janet network comes into force across libraries.

The Museum, Libraries and Archives Council (MLA) have made an announcement confirming an agreement with local bodies for conversion to the superior system. The deal with JISC and JANET (UK) is for introduction of the Janet education and research network for bringing high quality and super-speed internet to the public through the libraries.

Libraries will not be ordered to convert to the speedy internet network, but the idea is being mooted as being beneficial to end users. A speed of about 1GB will be available for those who do opt for the Janet network, which is widely being used among educational institutions across the UK. This broadband speed is much higher than what home users can get from their fibre optic broadband connections.

MLA chief executive Roy Clare has urged all libraries to opt for the upgrade though it is not being enforced as of now. He is calling the move the next best thing after internet was introduced in public libraries. Culture24 publisher Jane Finnis agreed that free internet was in line with the services offered by the library. Many new social activities may now emerge as a result of optimum internet service, believes Finnis.

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The basic details of the deal seem to have been finalised. The merger will be a joint venture with both the parties having equal shares. However, the approval of the regulatory authorities of the nations to which the parent companies belong is still pending, and the deal will have to wait for a few months before it can be completed.

Gervais Pellissier, deputy CEO of France Telecom in charge of Group Finance & Information Systems, believes that the merger will help both the companies in providing better services to the customers, as they can create better products and strategies once they are combined.

Timotheus Httges, CFO of Deutsche Telekom, said that the merger would be a long-term partnership to which both the sides are committed. Now that it has become a certainty, the parties believe that they will lay down new standards in the sector by providing premium services to the customers.

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The findings of a survey conducted by uSwitch claim that ISP companies are at the bottom of the ladder as far as technical support efficiency is concerned.

According to the survey, ISP customers spend an average of 17 minutes on each support call, out of which 6 minutes are spent just on hold. TalkTalk’s customers, the survey revealed, have the worst experiences and spend an average of 12 minutes just to be able to speak with a support personnel.

On the whole, only 55% of customers surveyed claimed to be satisfied with their provider’s technical support, with Orange Broadband and Tiscali Broadband customers being the most dissatisfied lot. The report further said that a support call costs an average of £1.75, and that millions of pounds are spent each year on such calls.

However, TalkTalk has countered the survey with statistics of their own, showing that their customers ideally spend just 53 seconds on hold. TalkTalk called the uSwitch findings ‘unscientific’ and claimed that they were nowhere near the actual figures.

Spokespersons for the British ISP remarked that uSwitch had probably used outdated research data to arrive at its findings. This data is no longer relevant and can in no way be expected to give accurate results, believes the company.