PABX is a private automated branch exchange. It is a telephone network that is linked to 1 or multiple PSTN lines depending on the requirements of the organisation. It automatically handles all exchanges and allows for sharing of line extensions for single or multiple departments and/or offices.

The telephone system of the past has not much changed with its common features such as on hold switching. It’s considered to be an expense much the same as paying rent and other utilities. However, in the ever changing world of technology, organisations must try to keep up in order to sustain an edge against their competitors. Commt munication is one of the most important aspects of running a successful business. Communication strategies to combine rational, persuasive, interesting and informat ative messages clearly sent to targeted ideal clients will ultimately influence their decision. Then there are the human resource issues where people with exceptional customer service people are expensive to recruit, train and retain.

IT Experts’ PABX system aims to contribute relief of these pressures on the business. By also incorporating Voice over Internet Protocol (VoIP) to the system, it delivers the ever growing demand of wireless flexibility. By allowing communications to flow over a single infrastructure to multiple locations anywhere in the world that has broadband connection, it provides cost saving benefits, and improve productivity. This means that more calls can be handled with less staff and faster service.

The evolvement of IT Experts’ VoIP PABX takes form the basis of typical features set on the traditional telephone switching systems of yesterday. The new generation of computer based systems offers such immense flexibility, features and control where previously assumed that only large call centres can justify the technology. However, features alone are not the only solutions to problems seen by businesses. Proper implementation and integration to the right areas of the business will considerably make a difference.

The most important aspect of moving into a new communications platform is the Return On Investment (ROI). By single sourcing voice and data technology and services comes the capability of bringing greater business efficiency with a greater range of communication tools and features. This leads to lower costs for business, greater customer/staff satisfaction, significant management efficiencies and increased competitiveness.

Multi-site Capabilities

Large overheads are associated when the need for more office space, equipment, phone lines and permanent staff arises. Being able to utilise call centre features at a fraction of the cost is now possible for flexibility of multiple offices or remote extensions (eg. home office) to be connected to the main system. Staffs are able to log on/log off to the system without the need to be on site which also facilitates a low cost support for ‘work from home’ staff. This enables the routing of voice and data services to any of the locations where active. That way all exchanges can be centralised to the main site, or established to where ever preferred.


In relation to PABX, automatic can be described as mechanical devices that operate with minimal human intervention. Features that reduce work load for staff like automated receptionist that immediately answers calls during large call loads allows great flexibility. It then manages the distribution of the calls via the interactive voice activated menu (that can be customised to your requirements) and allow customers to direct their preference of service. Other automated features include:

  • Music On Hold: music of your choice to be played while caller is on hold. Or personalised messages for dynamic advertising schemes.
  • Out of hours messaging: Personalised message to inform incoming calls hours of business.
  • Caller ID: To show the identification number of the incoming call. Like a mobile phone, other phones with a display screen (including soft phones) can also show the name title of the incoming call as long as that contact is on the receivers database. Call screening can also be activated to show the caller id number if one is not shown. There is also call blocking that rejects calls with the identified number that has been blacklisted.

Call Management

Managing and prioritising incoming calls are essential to determine the more important calls. It has been recognised that not all calls will be answered while even on hold. Advertising on hold has proved to be useful in reducing caller hang-ups by perceiving the time spent on hold. Along with other features, IT Experts’ VoIP PABX aims to contribute to the increasing efficiency of customer call handling by integrating it to the corporate information management infrastructure. This creates greater functionality for your existing databases to further advanced efficiency in customer interaction.

  • Call Forwarding: forward/divert calls to a different destination number
  • Call Queuing: calls that are automatically placed into a queue waiting to be answered answered by the next available operator
  • Call Parking: calls that are place on hold and moved to a lot waiting to be answered by the appropriate designated operator
  • Call monitoring/recording: having complete control and access to the monitoring and recordings of all calls for management purposes like training and development
  • Call log/report: have an instant handle on detailed reporting of call exchanges for any period
  • Click to dial: using Microsoft Outlook or customised interfaces, you can call your contacts from your computer by just clicking on the desired person’s contact details
  • Group dialling: having a group of people listed under one number where one call can activate all all phones within that group
  • Conference calls: allowing multiple callers to connect to one call internally or externally
  • Voice-mail: customise your own voice-mail and messages where they can be sent to your inbox/email where alarms can be systematised to keep you promptly informed.

Interactive Voice Response (IVR)

There are many different types of IVRs that can be customised to your required purposes. The basic form of an IVR allows for incoming callers to interactively select their preferred service through a voice activated menu option. This permits the facilitation of such functions like banking transactions, directory search or even booking services to avoid the waiting time for speaking to an actual person. Some organisations for example take advantage of this technology by organising feedback tactics with questionnaires/surveys or competition methods to manage large call loads. This feature saves time for both parties involved and resources are more efficiently manipulated.

Call Costs

The issue of reducing phone call costs may not have a large impact on the business compared to the actual PABX that organises and creates utilisation of staff and customer service more efficient are far more important. Nevertheless, it creates opportunities to be able to extract the best deals from the telecommunications service provider’s landscape. IT Experts’ VoIP PABX allows for certain gateways to be employed for such processes like ‘least call routing’. Governed by a set of least cost routing rules, it searches and determines which service provider should handle the type of outbound calls (eg. Fixed line, mobile, etc), to obtain the lowest price, at that destined time, on that type of call. It allows flexibility for you to be able to be with more than just one provider.