It is also called private branch exchange.
It is a small telephone system within a call center that switches calls
between call center agents on local lines allowing all users to share a
certain number of external phone lines. The main purpose of the PBX
system is to save the cost of requiring the number of telephone lines
used in an enterprise.
PBX includes:
Telephone trunk (multiple phone) lines that terminate at the PBX
A computer with memory that manages the switching of the calls
within the PBX and in and out of it
The network of lines within the PBX
Usually a console or switchboard for a human operator
Types of PBX
Hardware Based PBX - The system usually require
all employees to be in a central business office
Virtual PBX - The system enables call center
agents to work from a main office or branch office. They can set up
home offices also.
Features of PBX
Even load distribution
Skill based call routing
Self managed agent presence
Queue optimization
Overflow queues
Protected queues
Call waiting signals
Custom on hold information
Real time monitoring
Queue logs
Functions of PBX
PBX performs three main functions :
Establishing connections (circuits) between the telephone sets of
two users.
Maintaining such connections as long as the users require them.
