Download
1 / 17
E N D
Introduction North American business telephone systems are generally classified as being either a Key System or a PBX (Private Branch Exchange). Most end-customers that use their phone system every day could not tell you if they are using one or the other. Often, the only real concern of the end-customer is if they can receive and properly handle an incoming call and be able to make an outgoing call. However, when it comes time to update or replace an aging phone system, it is imperative to know the difference. It is even more important if you are a Reseller that is pitching the new phone system. The information being presented is beneficial to understanding the differences between a Key System and a PBX. Furthermore, it will also offer recommendations on how to best transition a customer to a PBX that is currently using a Key System. The transition can be further aided by recent feature updates in the 5.3.x software release.
Key System • Here are some clues that may indicate that the customer is using a Key System • They often refer to the keys on their phones as “Lines”. • To make an outside call, they press one of the available lines, such as “Line 1”. • Incoming calls will ring the same “Line Key” on everyone’s phone. • Everyone has visibility as to whether or not any of “the Lines” are in use. • When an incoming call is received, the person can put the call on hold and it will “blink” on everyone’s phone. • The same call can be picked up by another person by simply pressing the “blinking” line key. • The person can inform others to answer the call on hold by pressing an “intercom key” to call someone and make a station to station call. The person can also page the individual, or in many small offices, they can simply just inform the person if they are in close proximity. • The phone sets are referred to as stations or key sets. To know for sure and to get a better understanding of a Key System, please see the next slide.
Key System Description Figure1 Figure 1 shows a typical key telephone system. This diagram shows the business lines from the PSTN connected to a key service unit (KSU). The KSU allows each telephone (Key Set) to have access to the PSTN and it controls lights on the telephone sets, intercom access, and call hold.
Key System Description • A key telephone system (or key system) allows each key telephone station to have visibility to the outside phone lines through buttons on the phone, commonly labeled Line 1, Line 2, etc... The user will press a button to select one of the idle telephone lines prior to making a phone call. While connected, the same Line button will appear busy to the other users with a solid light. Putting the current call on hold will allow other users in the office to press the “blinking” Line button to speak with the caller. To call another person in the office, the user might press an intercom key to make a station-to-station call.
Key System Description Key System Advantages • Easy to use • Busy status indicator of the outside lines • Calls can be quickly handled Key System Disadvantages • Limited feature set • Limited call scenarios for incoming calls • Some users don’t want others to see how long they are on the phone • It doesn’t scale as easy • Large phones with many buttons are needed to display many Lines • The phones must be provided from the same system manufacturer
PBX Here are some clues that may indicate that the customer is using a PBX: • The users phone is associated with a unique extension number. • Users can reach other users by dialing the extension number. • To make an outside call, they pick up the handset and dial the intended number. Often an access code, such as “9”, will precede the dialed number. • The users do not have visibility to the status of the outside PSTN lines. • The users do not need to predetermine which PSTN line is idle and then select that line for making a call since that is the job of the PBX. • Based on the digits dialed, the PBX will determine which PSTN line to originate the call on. • Incoming calls can have a variety of call scenarios, such as being answered by an Auto Attendant or receptionist, ringing many extensions, or a combination of these. • Calls can be transferred to other extensions. • Many additional features are available such as Voice Mail, VM to email, Call Park, Multi Level Auto Attendant with Interactive Voice Response, Call Pickup, Call Hunting, Ring All groups, Conferencing, Time of Day Routing, Call Queuing, etc… To know for sure and to get a better understanding of a PBX, please see the next slide.
PBX Description Figure 2 Figure 2 shows a typical PBX telephone system. The diagram shows the external phone lines from the PSTN connected to the PBX. The PBX assigns each telephone set a unique extension number. The users access the PSTN network by dialing the digits of the called number and the PBX will determine how the call should connect to the PSTN.
PBX Description A PBX (Private Branch Exchange) telephone system will assign unique extension numbers to the telephone handsets. A user can call another user by dialing the extension number, which is usually 3 or 4 digits in length. Users of the PBX will share a certain number of outgoing lines, often called “trunks”, from the central office for making outgoing calls to the PSTN. The trunk connections from the PBX to the Central Office can be through analog phone lines, a T1, or through SIP trunks using VoIP. Many customers will use a combination of these which allows for first choice, second choice call routing to save money or to have a back-up connection. The users are not aware of how many trunks are available and they do not need to decide how the call will be connected as this is the job of the PBX. The user will dial the destination number and the call will be connected. Incoming calls can connect to an Auto Attendant, a receptionist or ring several phones. A user can transfer a call to another user. Many additional features are available that do not exist on Key Systems.
PBX Description PBX Advantages • Extremely rich feature set • Versatile call scenarios can be implemented • Productivity enhancements • Remote extensions are possible • It can scale easily PBX Disadvantages • Extra key strokes might be needed to handle calls • Key system users do not transition easy to a PBX • Users need to learn the system and how to handle calls • In a small, fast paced environment with several users in close proximity, the Key System is typically more efficient, depending on the PBX and features implemented.
Key System to PBX Migration • If an office is currently using a Key System, careful consideration needs to be given when the current phone system needs to be updated or replaced. • People become accustomed to a certain method of handling phone calls and when asked, or forced to change, a strong amount of resistance can be encountered. While there are many reasons to list why a customer could benefit from installing a PBX, there might be reasons why a customer may want to stay with a Key System.
Key System to PBX Migration Some things to consider: • Is the office very fast paced with incoming calls received by several users at a rapid rate, such as the front desk at a veterinary clinic or doctor’s office? • Are the users in such close proximity physically that to have another person speak with the caller, the user simply puts the call on hold and turns to the next person and asks them to pick up Line X? • Do the incoming calls ring many phones? • For incoming calls do they answer the phone differently, depending on the line that is ringing? • For outgoing calls do the users simply press a button and then dial the 10 digit or 1+10 digit phone number? • For outgoing calls, do they need to originate from a specific Line to present the correct Caller Id? • Are the users “technically challenged” and the best solution is to keep it simple?
Solution: Install an Epygi PBX • Each of these user habits can be easily handled by using an Epygi PBX, especially if the latest 5.3.x software is being used.
Solution: Install an Epygi PBX Solutions to previous considerations: • Is the office very fast paced with incoming calls received by several users at a rapid rate (e.g. the front desk at a veterinary clinic or doctor’s office)? Solution: Call Park enhancements in 5.3.x. • Are the users in such close proximity physically that to have another person speak with the caller, the user simply puts the call on hold and turns to the next person and asks them to pick up Line X?Solution: Call Park enhancements in 5.3.x. • Do the incoming calls ring many phones?Solution: Use the Many Extension Ringing option. • For incoming calls do they answer the phone differently, depending on the line that is ringing? Solution: Use Distinctive Ringing along with a Caller ID prefix, such as “Sales”, “Comp A” or “Comp B”.
Solution: Install an Epygi PBX Solutions to previous considerations: • For outgoing calls do the users simply press a button and then dial the 10 digit or 1+10 digit phone number? Solution: Use the IP Phone Template in the Quadro to create a dial plan for the IP phones so the users do not need to press the Dial, Send or Check Mark key to start the call. This also avoids any delay. • For outgoing calls, do they need to originate from a specific Line to present the correct Caller Id? Solution: The Call Routing table can select the specific line based on the dialed digits, such as a prefix code of “7” or “9”. • Are the users “technically challenged” and the best solution is to keep it simple?Solution: Keep the call scenario simple and use the Call Park enhancements in 5.3.x.
Call Park Call Park is a feature that will let the user temporarily put the call on hold, not from his/her own personal extension, but from a Call Park extension. As soon as the user “parks” the call, the users extension becomes idle. The Call Park extension can then be answered by any other person in the office.
Call Park Park Sequence: • User has answered a call on their personal extension • The user puts the caller on hold and presses one of the Call Park keys (e.g. Park 2). • The caller hears music on hold. • The “Park 2” key is now lit on each phone that has this Call Park key. Note: The “Park 2” key is a Call Park extension but the designation label on the phone can be anything that is easy for the user to reference, such as “Park 1, Park 2..”. Note:Using a snom phone it is not necessary to press the Hold key, simply press the Park key. • The user will announce to another user about the caller on hold. This can be done by paging, calling the intended recipient by dialing their extension, or by simply turning to the person and telling them, if they are in close proximity. • Anyone can speak to the caller by simply pressing the “Park 2” key.
