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So let's describe some of these must have PBX features... 

Auto-Attendant An auto-attendant is usually what greets your callers and allows them options, depending on who or what department they need to speak with.  With prompts such as "Press 1 for sales, 2 for support and 3 for shipping" it can save resources by directing incoming calls appropriately.  Powerful and intuitive IVRs (Interactive Voice Response) can be configured with a few clicks on your mouse and can be managed to build call flows that enable both on site and off site transfers.  An attendant saves money and resources for any business, as it will get callers to their correct location easily and quickly.  And for those customers that you want to have direct access to a certain individual, they can bypass the attendant altogether just by dialing to an extensions direct number.

Voicemail Today business is conducted and maintained with voicemail and email.  Combine the two and you have a truly powerful business tool.  No longer are the days when leaving a voicemail is something to be avoided.  In some cases it's even preferable, being both quicker and more efficient.  And of course it goes without saying, that no one wants to miss a call from a customer, so voicemail has become an integral part of our way of doing business.  Now add to that voicemail to email, where an email of the actual voicemail is sent to your inbox where you can actually listen to it, and you have a whole new dimension for accomplishing business.  Not only can you get your emails anywhere in the world where you have an Internet connection, but you can forward a message from anywhere to anyone with an email address.  It can instantly become a way of distributing leads.  Or it can be a way of distributing an important message from the sales manager to the sale group. The uses and benefits can be endless. 

Music or Message on Hold Nothing is worse than silence on longer holds.  Music or a sales message is not only more convenient, but may be an informational tool for your company.

Scheduler Informing your customers on Holidays, weekends and other hours when someone calls and no-one is important and professional.

Fax to Email Although not a replacement for a Fax machine, having a PBX that accepts faxes to any number can be a real convenient feature.  You get them as PDF attachments and can easily distribute them via email.

Call Reports Basic information like calls out and in and the numbers and/or extensions called which can be exported can be a source of helpful information.

Conference Bridge Allowing callers to access a session or meeting, a conference bridge is your personal meeting room.  It connects callers and uses built in features that announce who is entering and who is leaving.  You have the ability to view on your computer screen who is in the meeting and even monitor those in conference.  Once bridged together callers can hear and speak to all others or be muted for listening only.  It makes meetings easy, no matter where your members are, whether it's a sales meeting, a project summary meeting, or training.  It's easy, quick and available.

Creating Call Treatments There are several optional features that fall under this term.  Some are Call Forwarding, Blast (or Ring) Groups, and Find-me Follow-me, with each having its distinct way of handling a call.  The important aspect of any of these features is to have the ability to set them yourself quickly and easily.  Call forwarding is an important feature that many people must have, but without a quick and easy way to turn it on or off, it looses some of its' great benefit.  And to have a web based access from a computer to set it, now places this feature into a "must have" where business will be easy to conduct, because that is what is all about.

Remote Extensions or Branch Office Support  In the next 3 years remote workers will increase significantly.  Having a phone system that allows remote extensions to work from any location where they connect to a Broadband connection (VoIP) and can be extension dialing through the office is an important feature that will drive efficiencies and profit.  Creating small branch offices where all you need are the IP-Phone desk-sets can save money and time.

Web Based Control Panel Being able to easily access an intuitive web interface to make changes, display accounts and see calls is important.

Although these are but a few, they are certainly some of the features that can change the way you do business. 

So why are all these (and more) features being offered in some new business phone systems?