Microsoft has generated some buzz in the business-tech world with its announcement of a new Office 365 feature, currently in preview, called "Cloud PBX with PSTN Calling". As you might imagine, the expertise and infrastructure Microsoft acquired with their purchase of Skype is playing a major part in the rollout. Their vision is that customers will be able to replace their phone systems and use this feature to route their calls, with tight integration to the Office 365 platform. The Skype for Business client is the user hub for managing inbound and outbound calls, though calls can also be routed to compatible VoIP handsets, or to a mobile phone.
PBX, or private branch exchange, equipment manages the handoff of phone calls to and from the phone company’s PSTN (public switched telephone network), and handles all of the processing and routing of phone calls once inside the building. This includes features like an automated attendant to answer the call, transferring calls, ringing multiple lines as part of a call queue or hunt group, putting calls on hold or parking them, and of course voice mail.
Cloud PBX moves all of the call processing into the solution provider’s data center. Think of it like cloud email. A person with a Gmail account doesn’t need an email server to store, send, and receive email because Google’s servers handle all the mail processing; all they need is a computer or mobile device to use their Gmail. The same is true for a Cloud PBX user. I can have my calls answered with a greeting that allows callers to dial an extension, press 1 for support or 2 for sales, then have the call ring several extensions at once, and several phones at once for each extension (e.g. a desk phone and mobile), and I don’t need a PBX in my office to make that happen. I just need a phone, real or virtual, to make and receive calls. That could be a Voice over IP (VoIP) phone on my desk, a softphone application, a mobile phone, or some combination of all three.
Can you replace your phone system with a cloud-based PBX? We did. Castema switched from using a VoIP PBX in our office to a cloud PBX from RingCentral in 2011. It was a life saver a few years ago when a flood in our office forced everyone to work from home for over a month. Many of our customers never knew anything was different when they called in for support.
For many businesses, not only can it save them from buying phone equipment, but it gives them capabilities they never could have had otherwise. Of course, there are network considerations, like making sure you have a good Internet connection and reliable, high-quality network equipment that can prioritize voice above other Internet traffic like web and YouTube. But the call handling features alone surpass many on-premises systems, plus features like e-fax, conference bridge, and web meetings are often bundled in these offerings too.
We have begun testing with the Microsoft Cloud PBX preview and will share more details when we’re through with that. Initial impressions suggest there is tremendous potential in Microsoft’s vision, with tight integration between Skype for Business and other aspects of Office, such as managing all your messages and call history in Outlook, and many other possibilities. I predict this will be a very compelling offering once Microsoft is able to fully establish these promising features. That said, those who want all of the features currently provided by Cloud PBX vendors like RingCentral, Nextiva, ShoreTel Sky, and Jive, should probably wait a few more release cycles before jumping to Microsoft’s brand new offering.
It continues to be an exciting time to be in the business technology industry. One of the best parts of our job is to keep up to date on the newest developments so we can continue to advise our customers on the best ways to leverage technology to grow their businesses.
Castema is a Reseller Partner of RingCentral, and is a Silver Small and Midmarket Cloud Solutions Partner of Microsoft.