PC PBX Definition. Businesses with several phones usually have a device in the back room that controls their phone system. This device is typically a PBX (Private Branch Exchange). The PBX is a proprietary box made by a phone systems supplier and installed by a local dealer. It manages multiple incoming calls, and connects calls around the business. It also places calls between internal phones without using outside lines. Usually the telephones in these systems may only be those made by the manufacturer of the PBX.

The PC based PBX or PC PBX is a different approach to doing what a PBX does (and more). Instead of using a proprietary computer system, a PC PBX is based on the personal computer (PC) standard. In addition, the telephones used with a PC BPX can be any "off the shelf" units. In the future, nearly all BPX systems will be PC based, as all the manufacturers are moving in that direction. The big PBX suppliers have PC PBX systems ready, but do not offer them yet since the profit margins are greater for old-fashioned PBX's.

PC PBX Advantages. There are a number of advantages PC PBX systems have over today's proprietary PBX's. The advantages can be divided into two categories: Features and Cost.

1. Features. Because the PC is more robust and is familiar to the average person, a great number of features may be offered to enhance the capabilities and ease of use for the phone system. Perhaps the greatest improvement in ease of use can be obtained by using desktop computers in conjunction with the desk phone. Many in the staff of a business have a PC on their desk. Using the visual interface, and helpers such as a mouse, the PC makes it simple to see options and make selections. While this sort of computer–telephone integration is possible with old PBX's, it often comes at great cost. Desktop control is a standard feature in PC PBX's. Thus, you can see who is calling (using Caller ID), and take important calls while sending others to voicemail. You can set up conference calls, forward calls, and more with the click of a mouse. Using unified messaging, you also keep track of your e-mail and fax messages. And the best feature for customer relationship building, screen pops of customer information, can be done far easier than is possible without a PC PBX. Also note that for phone locations without a PC, similar capabilities are possible using the rich variety of multi-feature telephone sets now available and compatible with any PC PBX. Another advantage: in the PC PBX, all of the systems pertaining to the telephony features are in one package. This avoids the problem of different venders blaming each other for any problems. One phone call to get the system fixed.

A very important advantage of a good PC PBX is that it does not require a technician to do maintenance, make modifications, or conduct administrative tasks. When a change is desired, instead of requiring a service call, an in-house person can easily update the system. The PC PBX software allows you password protected access to administration functions. Then click on a check box to set a feature, or fill in a text box to specify the name of the person at a particular extension.

Since the PC PBX is non-proprietary, best of breed additions, improvements, and replacements can be used. Open standards ensure that the system will never be outmoded. The PC PBX can stand the test of time in the rapidly changing telecommunications industry.

2. Cost. Probably the greatest savings achieved with a PC PBX system result from the features that are built in. Instead of having to add equipment and software to obtain voice mail and other capabilities, they are already included in the basic system. This is especially important when the business wishes to add a feature at a later date. Voice mail is available on all ports with no extra equipment. With a PC PBX, many features can be added with a click of the mouse instead of requiring an expensive service call and additional equipment installation. Or, when advancing technology brings even greater capabilities to telephone communications, these improvements can be obtained with upgrades instead of entirely new systems.

Another area where the PC PBX offers significant savings is if the business wishes to take advantage of advanced computer telephony capabilities. If you wish to add interactive voice response (IVR) to an old-fashioned PBX, a server unit with voice cards must be added. With a PC PBX, all that is required is additional software, and possibly an additional card plugged into the PC PBX. That is also true for integration with the Internet.

The most immediate savings made possible by a PC PBX is elimination of expensive service calls. Since changes can be made in-house with little effort, no outside help is needed to keep the phone system in sync with the business. And the system can grow with the business by low cost additions instead of "fork lift" changes. Then there is repair: if a power supply goes out on the PC, a large number of people know how to identify and correct the problem. If the power supply on a proprietary PBX fails, only factory certified technicians have the necessary information or even authorization to diagnose and repair it. When replacement parts are needed, most are off the shelf standard PC parts, as opposed to parts specific to a PBX that are only available from its manufacturer (at substantial cost). Other savings: standard analog ports for fax and modem connections and cheap or specialized telephones (e.g., wireless or waterproof phones).

Disadvantages. Just as it took time for people to accept PC based servers and a LAN to replace mainframe computers, so will the PC PBX have to prove itself. The PC PBX is an unknown quantity since it is not yet a common sight in businesses. Since the mainstream telecom venders are still concentrating on selling old PBX's with a greater profit margin, they downplay the PC PBX.

Reliability is a number one issue for business telephones. Because PC PBX's are offered by companies that are not well known in the telecom business, there is less foundation of confidence in their ability to deliver reliability. For many businesses, the phone system is the lifeblood of their success, and risks cannot be afforded. Under those circumstances, the PC PBX is a hard sell until it becomes a more common site. The PC PBX makers respond to this by designing failure modes to give reliability as high as the old PBX. But the customer has no direct way to assess reliability of a phone system until they see it in action. One last disadvantage, for a very small business that requires only bare minimum capabilities from its phone system, is that simple systems such as key switches are less expensive than a PC PBX.

Conclusion. A business will use its phones for two primary purposes: as a communication tool to facilitate conduct of the business, and as a means of interaction with customers. When used as a facilitating tool, anything that increases efficiency is a productivity advantage. When it comes to customer interaction, building a relationship with the customer is top priority. It is through personal relationship that a business can obtain its most valuable asset: customer loyalty. Automation in phone systems all too often stands in the way of personal contact. That should not be. Technology can serve to significantly enhance personalized and interpersonal contact. The PC PBX is one such technology, since it can economically provide for improved communications with the customer.