What is a PBX phone system?

What does PBX stand for?

PBX stands for Private Branch Exchange. In practical terms, it is the system that gives staff extensions, connects internal calls and controls how inbound and outbound calls use the public telephone network or SIP services.

A modern PBX also handles features such as ring groups, auto attendants, queues, voicemail, call recording, opening hours and integrations.

Cloud PBX, hosted PBX, IP PBX and virtual PBX

These terms overlap, which is why buying from the label alone is difficult. An IP PBX uses internet protocol for voice. A cloud or hosted PBX runs away from your office and is reached over a network connection. “Virtual PBX” is often used for a hosted call-control service, especially where there is little or no equipment on site.

The important question is not which phrase is fashionable. It is who controls the platform, where it runs, how users connect, what happens during an outage and who supports it.

What should a small business look for?

For a small office, a PBX should make everyday call handling easier rather than adding administration. Start with the number of people who answer calls, how many simultaneous calls you actually have, whether staff work remotely and what customers should hear when the team is busy.

• Number porting and ownership
• Reliable connectivity and failover
• Simple moves, adds and changes
• Desk phone, desktop and mobile options
• Clear support responsibility

When is a PBX more than you need?

A single person who only needs one virtual number may not need a full PBX. Once you need extensions, departments, queues, transfer rules, reporting or several users sharing business numbers, PBX functionality becomes much more useful.