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Introduction
Private branch exchange (PBX) systems have traditionally connected private enterprises to
the public switched telephone network (PSTN) using circuit-switched communications. iPBX
(or IP PBX) systems, which use the Internet Protocol (IP) to carry calls over packet-switched
networks, have become increasingly popular in recent years. iPBXs account for a significant
majority of current annual PBX installations. IP based private branch exchange systems are
projected to further dominate the videoconferencing, video mail, IVR and mobile markets in
the coming years.
Phase 2: VoIP+PBX
In the second phase of the PBX evolution, enterprises typically added a voice-over-IP (VoIP)
gateway to operate along side the existing circuit-switched PBX. The new VoIP gateway
enabled packet-switched communications between the enterprise and IP network, while the
previously deployed PBX continued to support traditional circuit-switched communications.
In this phase, VoIP was the main service added to those services already offered in the first
PBX phase, and was typically adopted to reduce the enterprise's communication costs.
sold today are in fact hybrid, rather than all-IP, systems. Another major current trend is the
adoption of open-source iPBX solutions such as Asterisk®, a leading open-source telephony
engine and tool kit.
IP-based IVVR systems streamline calls to enhance the customer experience and reduce
costs associated with human agents and large call volumes. Voice-only IVR is migrating to
video-enabled IVVR now that a critical mass of video-ready mobile handsets are on the
market, and operators are increasingly appreciating the improved user experience and new
revenue opportunities offered by video. Common IVVR applications include contact centers
(e.g. telephone banking, credit-card transactions, reservation systems), televoting for TV
programs, mobile and landline content ordering (e.g. games, ringtones, weather forecasts,
adult entertainment), and organizational portals.
Video mail, which is an extension of voicemail or email with an added video dimension, can
be sent to recipients' desktops or mobile handsets. From the sender's perspective, video
mail enables a new level of rich-media content and personalization. From the recipient's
perspective, it ensures that messages will never be lost and allows convenient viewing of
received video clips. From the enterprise perspective, video mail represents another
channel for effective intra-organizational communications. From the service provider
perspective, video mail creates additional revenue streams via increased service adoption
and new advertising opportunities. Given the growing penetration of broadband Internet
access, mobile Internet and video-enabled handsets, video mail is expected to become
increasingly prevalent in the coming years.
Dual-Mode Handset
Many current mobile phones are equipped with dual-mode operations, allowing them to
function on both cellular and IP networks. An iPBX can be used to capitalize on this dual
functionality and reduce intra-organizational communication costs. In addition to supporting
standard IP codecs such as G.711 and G.729, an iPBX can support cellular codecs such as
AMR and EVRC. As a result, employees can operate their mobile phones like a WiFi device
within the enterprise via the internal network, saving on cellular connection charges. The
support and transition to mobile mode is seamless, so no change in usage habits is required.
Secure Voice
The American National Security Association (NSA) has adopted the IP-based V.150.1 ITU
protocol to ensure secure voice communications among government intelligence agencies.
Recently, several leading manufacturers have commenced production of telephone sets for
internal use that incorporate this protocol in order to transport secure voice traffic. For the
V.150.1 protocol to function, the PBX must serve as a gateway between the PSTN and IP
network. iPBX architecture allows the inclusion of the gateway component within the PBX
framework, thereby streamlining the solution and reducing maintenance costs.
View a more detailed version of the – Videoconferencing, Video Mail, IVR and Mobile
Services Provided by IP-PBX Technology – white paper