Key System Vs. PBX:Choosing the Right Phone System Before you Choose your Phone Signaling Technology is Crucial to Your Business Communication.

Despite the “buzz” about VOIP(Voice over IP)versus Digital or Analog, choosing the phone signaling technology should not be your primary concern. Although the signaling technology plays an important role one needs  to go back to the basics and choose the phone system first. 

For small business owners this can be a daunting task.

What are my options?

How do I know what will work for my business?

The two main systems to choose  from for a small to mid sized business are a Key phone System or a PBX Phone System(Private Branch eXchange). Below I have listed the main advantages and disadvantages to each system and a list of guidelines to help you in the process of determining what phone system might work well for your business.

Key Phone System

In a Key Phone System each telephone set has buttons or keys that represent an outside line.  When a line is in use the button is illuminated representing it is unavailable.  To Make a call you must press a button or “key” that is not in use. The primary advantage to this type of system is the personal “live” voice on the other end of the line. However, because the number of lines are limited there is limited room for expansion.

Consider a Key Phone System if your Business:

• Has fewer than eight outside lines and 24 extensions
• Consists of employees frequently away from their desk
• Shares phone answering responsibilities among multiple staff members
• Has an overhead paging system
• Wants every call to be handled by a “live”voice or person.

PBX Phone System

A PBX phone system can route a large volume of incoming and outgoing calls making it extremely efficient. A distinct advantage of the PBX system is its ability to have a Direct Inward Dial(DID). The DID allows callers to route directly to an extension using an outside phone number.  A PBX phones system doesn’t have buttons or “keys” but rather a “line pool”. The system gives the user the first available outside line from the pool. The biggest down fall of a PBX phone system is the lack of personal attention from a “live” attendant. This can be frustrating and impersonal to many customers that call into a business.

 Consider a PBX Phone System if your Business: 

• Has more than 8 outside lines and 24 extensions
• Values the quick and efficient processing of calls over “high touch”
• Employs administrator and professional staff members who are typically at their workstation or office
• Designates an operator or automated attendant to field incoming calls
•  Desires direct dial access to some or all employees

   

So make your first priority your phone system and then concentrate on your signaling technology. Once you have selected the phone system that will work for your business, it is imperative that you communicate the change to your employees, customers, and vendors well in advance of the implementation of the new system. This will help the transition to run smoothly and make the phone system work better for all involved.

To read more about choosing a phone system click on the PDF link below.

Key System Vs. PBX

 
I owe a special thanks to Tom Harris at CCSG for providing this useful information.

Tom Harris

Tom has over 30 years in the Telecom business working with companies like Western Union, MFS (which became MCI ), Black & Decker and Exxon. Tom graduated from the University of Maryland, College Park where he played football and he was the Captain of the Rugby Team. Up until 2010 he was the assistant Rugby Coach for MTSU and was the Head Football Coach for St. Rose Catholic School in Murfreesboro TN. He worked at MBM for many years and is currently working for a voice and data technology company in Nashville CCSG.

For more information on Tom Harris and his products contact Tom at tdjh@comcast.net  or visit the CCSG website.

1. 

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   August 27, 2011 at 9:46 pm

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