PBX

A private branch exchange is a telephone system within an enterprise that switches calls
between users on local lines while enabling all users to share a certain number of external phone
lines.

The main purpose is to save the cost of requiring a line for each user to the telephone company’s
central office.

Functions of a PBX

• It allows a company to have one single phone number that people can use to contact a
number of different internal representatives.
• It uses an automatic call distribution (ACD) feature, which allows calls to be distributed
evenly amongst the various employees of an answering team.
• It can provide automated call answers and provide anyone calling in with a number of
menu options that’ll be used to select which department or extension they want to go to
on their own.
• It allows for automated greetings that are customizable.
• It provides a host of management features.
• It allows providing custom music to callers that are on hold while waiting for an internal
employee to answer.
• It can be used to record separate voice messages for each extension.
• It allows internal calls to be made in between stations.

PBX calls centre handles inbound and outbound calls and enables features to enable the
automatic handling of inbound calls. Features IVR (interactive voice response) and features that
helps agents answer and make calls from their desktops, predictive dialer systems.

Interactive Voice Response (IVR) is a system of automated call flows that lets
customers select what they need from a menu of options, collects any needed
information from them, and then routes their calls to the appropriate destination.

IP PBX (internet protocol private branch exchange) uses digital technology to send calls.

• PBX uses traditional phone lines.

 • VOIP uses the internet to send and receive phone calls.

PBX building- 1.How many users? How many end-user devices? 2.What TN (telephony
number) needs? (keep their own phones or ask for extra phones) NP (number portability) 3.Build
the call flow (assignation of temporary number from us).

CreateUser-1.Create department. 2. End user information ( first name-last name-email-mobile

number)