PC-based phone systems

Today's PCs wear many hats: computer, TV, stereo. Well, thanks to this age of phone and data integration, it can be a pretty snazzy phone system as well.

PC-based (also known as server-based, or unPBX) phone systems consist of a standard PC that's been equipped with telephony software and a special card to receive and route calls just like a traditional phone system.

The primary advantage of a server-based phone system is its ability to provide telephonic extras like voice mail, automated attendants, unified messaging, and call-forwarding --which would cost thousands extra on a traditional phone system--as standard features. Furthermore, if you're interested in exploring the potential of CTI, or computer telephony integration, a server-based system may be a less costly way to do so. With CTI, you can automatically integrate information provided by callers with customer-related applications such as contact management software.

A server-based phone system is also arguably easier to maintain. Administering the phone system, changing passwords and extensions, can be more straightforward if done from a computer keyboard instead of through a phone handset. And if you've got a computer-savvy person on staff, adding additional phone lines can be as easy as popping a new card into the computer.

Buying a PC-based phone system is much like buying a traditional system. You still need to consider the number of phone lines and extensions you'll need and evaluate how easy the phones and administrative functions are to use. Future expansion capability should also be factored in your decision making. In general, PC-based systems are not designed to accommodate more than 250 users, which should be fine for most small and mid-sized businesses.

Quick tips

The phone system stands alone. Reserve the PC solely for your phone system. While you theoretically could run other applications at the same time, this will greatly increase the risk of crashes. Have a power-loss backup plan. As this is the most likely cause of crashes, it will prove worthwhile to have a redundant source of power, another PC you could move a system to, or a technician available for help. Plan for growth.Expect to have the phone system for at least five years, and accommodate for growth accordingly.

The major concern with PC-based systems: stability. PCs crash--as we all know. And having your phone system crash could be even more devastating to your company than a computer crash. To minimize the likelihood of breakdown, pay close attention to the PC you select as your server. Some telephony server vendors recommend "industrial grade" PCs designed with expansion slots and redundant power supplies to ensure that the system never crashes. However, if your company does not want to front several thousand dollars on an industrial strength server, a "name-brand" PC with a midrange Pentium processor, good cooling fan and plenty of RAM (the more the better) should actually provide ample stability.

System costs vary, but a PC-based system with software, PC and boards will run at the same cost--around $4,000 for 10-25 people--as a traditional, proprietary system for a similar number of lines and ports. At this cost, it makes sense to buy a PC-based system only if you were planning on equipping your phone system with extras like voice mail. If your office numbers fewer than 10, an extensive phone system is probably not necessary. Instead, a simple key or even KSU-less system will do, unless your office is very phone intensive or highly dependent on messaging.

Proprietary systems still hold a large market share, so it can be tough to find PC-based system vendors.

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