Usability is a mixed bag when comparing hosted and premise-based PBX systems. For the most part, the two system types support an equivalent set of the most sought-after business features.
Where the two system types diverge is in their ability to support line appearance buttons. Here’s the scenario:
A company has 4 lines. A call comes in for John on line 2. After speaking with the customer, John wants his colleague, Sam, to pick up the call to continue the conversation.
In the premise-based PBX world, John can merely call out to Sam saying “Sam! Pick up line 2, please!”. Sam has a button for each of the four company lines on his phone. To pick up the conversation, Sam merely needs to depress the button for line 2 and begin talking.
In the hosted PBX environment, it is not that simple. To enable Sam to continue the conversation with the call, John would need to use the Call Park button to put the call on ‘public hold’. Sam can then access the call by depressing the Call Pickup key on his phone. It’s not a big deal. It’s just a different way of operating. For new enterprises not coming from the premise-based PBX world and are not accustomed to the ‘squared’ systems it won’t really matter. For customers that are transitioning from a premise-based PBX, it is something that will change.
Both system types typically support softphone applications for Windows, IoS, and Android operating systems.
Next week.. we’ll talk about survivability.. summarize, and wrap things up.