pbx system

What is a PBX System?

Written by Laura Espinosa on . Posted in Uncategorized


PBX System (Private Branch Exchange System) is a telephony solution that connects internal users to one another and to an outside PSTN telephone line. PBXs are used within organizations or enterprises to simplify communications and lessen costs.

As with all technology, PBX systems have evolved with new trends. IP PBX uses Internet Protocol or VoIP technology to make PBX systems more feature-rich, scalable, and affordable.

PBX systems are available in two different delivery formats: on-premise or hosted/cloud. This gives us several combination options:

  • On-Premise PBX

  • Hosted PBX

  • On-Premise IP PBX

  • Hosted IP PBX

  • Hybrid PBX

  • Hybrid IP PBX

We will explore the differences between some of these PBX solutions in our next post: On-Premise vs Cloud IP PBX Systems.

In the meantime, visit our website to learn about a real IP PBX System or read some of our related posts:

call center

How to Increase Call Center Productivity & Efficiency

Written by Laura Espinosa on . Posted in Uncategorized

call center

PBX Call Center Software

The goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.

Call Center Productivity Tools

By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:

  • Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.

  • Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.

  • Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.

More Productivity Means More Profit

The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.

To learn more about call center software solutions, check out our Call Center PBX page or contact us today.

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2014 State of Unified Communications – Part 3

Written by Laura Espinosa on . Posted in Uncategorized

uc market

In our first and second posts in this series on the 2014 State of Unified Communications we discussed the overall growth of the market, premise vs cloud deployments, collaboration, and what users are looking for in Unified Communications.

We’ll start off our final post talking about what IT Teams need to do in Unified Communications…

With the growth of the Unified Communications market in 2014, IT teams have more pressure than ever to develop and maintain an excellent solution.

IT Teams must acquaint themselves with the vendors on the market. Aside from all of the large business providers, consumer and cloud providers are gaining traction and represent real competition in the world of Unified Communications.

They must also recognize that Unified Communications are an essential part of telephony today. The market is growing and the competition has already adopted Unified Communications.


After hearing those statistics and expectations for the Unified Communications market in the year to come, are you ready to start or expand your UC development? If so, follow these guidelines for a smooth transition:

  1. Target the deployment, at least at first. Provide UC to only those users that will most benefit to begin a slow transition.

  2. Evaluate all of your PBX options. You may not have to upgrade your PBX equipment. Unified Communications is more about virtual features and capabilities than equipment.

  3. Seek a vendor with plans for federation. As the world of telephony moves to 100% Unified Communications it will be important to connect with suppliers and business partners that have different systems.

  4. Do not minimize the importance of voice. While Unified Communications has many benefits to offer, voice continues to be the most fundamental service. Ensure that the new solution will allow maximum quality voice features within your company.

  5. Take full advantage of training. Less important is how to actually use Unified Communications – that tends to be self-explanatory; but teach users the value and benefits of using those features in order to get the most out of the system.

  6. Market your UC solution to its full extent. Unified Communications has so much to offer – show users and potential clients why it is so indispensable. From increased efficiency, to reduced cost, to employee productivity, UC practically markets itself with a little effort.

Not sure where to start? Bicom Systems Account Managers would be happy to talk to you. Contact us at sales@bicomsystems.com, browse our products, or watch our gloCOM Unified Communications app video:

In summary, the world of Unified Communications has made vast improvement in the past year, but there are still several areas that could use some work for the remainder of 2014.

Want to keep reading? Download the full report from Information Week

What are your thoughts on how the Unified Communications Market is going? We’d love to hear your thoughts in the comments below!


Is Microsoft Lync Taking us back to the 1960s?

Written by Stephen Wingfield on . Posted in Uncategorized


PBXware collaborate:

An office phone system of any size usually consists of multiple inbound lines mapped to a larger number of phones sitting on desks and is supposed to meet all telephony needs for the organization.

Lync is undermining that assumption and taking us back to the situation in the 1960s and 70s where organizations operated internal phone systems, ‘PAX’, and an externally facing ‘PBX’.

Because Lync is being introduced via the MS desktop estate, it reaches a market that’s currently poorly served from the PBX and circumvents the traditional voice management and procurement routes.

Out of the box, Lync offers IM, presence, screenshare, internal extension to extension calling, and an audio bridge. Call Recording? Possibly a few other features. Leaving aside the difficulty to install it and get it going compared to many other Unified Communications clients such as our own gloCOM. The missing feature is inbound DDI and outbound calling.

The use case is as follows:

Virtual teams within an organization will use presence and IM and screenshare and a combination of mobile and desktop audio. They’ll make use of the onboard audio conferencing for internal discussions but have to use a traditional audio service and some other to another service if external parties are involved.  This undermines the whole thing as the Lync audio client is now redundant, although landline and mobile are available, as soon as you consider the need for a headset it gets messy.  A user would need 3 headsets.

Apart from the power of Microsoft – why does anybody bother?


Cisco Call Manager

Written by Stephen Wingfield on . Posted in Uncategorized

I recently received an interesting question from a client that I thought was worth sharing…

My customer has a Cisco Call Manager virtual machine installed in a hospital that handles about 2000 extensions (Cisco 6911, Cisco 6921, Cisco 6941 and Cisco 6961). The customer is complaining about this solution because it cannot handle a single call per line. For example, each extension handling two concurrent calls gives a free tone even if its during a conversation. The customer has made a request to Cisco, but they cannot make changes to the configuration, so they are evaluating alternative solutions for their PBX. Of course we should reuse those phone models and we should ensure only one simultaneous call for extensions… Can we technically do it? … If yes, what do we need in terms of resources for the VM?… finally, what about the costs for this scenario (only PBX features needed, no special requirements or CTI)?

Can anyone please confirm this – that Cisco Call Manager has no means by which to limit the number of inbound calls to an extension? It seems hard to believe.


IP PBX System Part 4: Selling an IPPBX System

Written by Stephen Wingfield on . Posted in Uncategorized

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012 www.bicomsystems.com



Today, end users have the flexibility to choose from on-site and hosted solutions as described above. It is important to understand the advantages and disadvantages of those options and how they relate to the end user. The ultimate goal is to market a solution to end users that is most appropriate to their business and requirements.

The following are methods of comparing IP PBX features:

ROI Calculator An ROI calculator can be used to convince potential customers of the financial benefits of the IP PBX solution. By preparing a calculation, the provider can demonstrate the literal savings from using their method. For example, an on-site IP PBX will include the following costs:

  • Initial cost of the equipment

  • Firewall

  • SIP Security software

  • Storage software & equipment (back-up)

  • Maintenance

  • Salary for administrators and technicians

The ROI calculator shows the total up-front and maintenance cost which can be compared to the low, flat-rate associated with a hosted solution.

Performance After price, most end users’ top concern will be performance. The provider must prove to potential clients the impressive speed, reliability, and scalability of IP PBX solution. For example, a provider may outline the amount of time it would take to install and configure an onsite system for the client’s needs. This could take weeks on end. However, a hosted system is ready to use so the customer’s new solution could be ready in mere hours.Another point to demonstrate is increased scalability. If the customer is planning to grow or expecting any change in the future, a hosted solution will make those changes much more easily.An on-site solution offers more flexibility and control which appeals to some end users and will convince them of the superiority of an onsite solution.

Security Finally, the security of hosted IP PBX solutions is a common concern among end users. The idea of a dedicated, on-site system sounds much more secure than a remote or virtual one.Providers must explain the enhanced security options that they offer. Solution providers should have security technology in place that is superior to that of companies with on-site solutions. This will prevent SIP attacks and hacking.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


IP PBX System Part 1: Introduction

Written by Laura Espinosa on . Posted in Uncategorized

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System.

Click here to view all posts in series.


A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012 www.bicomsystems.com



As the IP PBX market has evolved in the past ten years, it has grown to include more ‘virtual’, ‘internet-based’, and ‘in the cloud’ solutions. IP PBX support infrastructure has become increasingly reliable and hosted options have become a real option. Today, more than ever before, end users are able to choose the exact features and services they want at an afforded price.

In the past, hosted solutions were typically limited to Centrex – they were based on a central system that was controlled by the local incumbent service provider. Remote extensions or branch offices had to be linked to the central system by the service provider using their copper lines. However, IPPBX systems based on VoIP and using Internet as the transport have caused a paradigm shift in the telecommunications industry both on-site and hosted.

The following paragraphs will outline the different types of IP PBX systems available for end users today and discuss the advantages and disadvantages of each. While hosted systems are a new and exciting option with many advantages, there still remains a significant need for onsite systems. Given the increasingly varied end user setups, requirements, and often unique requests, any solutions provider needs to be able to offer all possibilities if they are to remain in business; you simply do not know what your next customer will want.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


Servers for PBXware and TELCOware

Written by Faruk Kasumovic on . Posted in Uncategorized

Customers often ask which servers should be able to support PBXware and TELCOware, so we’ve compiled some specifications to clarify.

Generic x86 distribution that support more than just specific hardware configurations.

The most common issues with installation are:

  • We do not support Software RAID controllers, mainly due to bad support for drivers under Linux.

  • Some new 10Gb network cards require driver updates.

  • Sometimes the clock source must be changed (Linux configuration option)

  • Corrupted CDs are often the result of download and burning the ISO image and it failing to install. We recommended using USB image but if CD is the only option to burn at a low speed to avoid this.

Other, currently unknown issues or bugs are always possible 🙂 .

It is always a good idea to have some method of remote access to machines (like KVMoIP) in case you need assistance with any problem that make servers unavailable by network like SSH telnet.

If you need PBXware and TELCOware, we recommend using SERVERware:


There is also a USB disk image available:


This allows you to create virtual machines with almost native performance. You can create PBXware , TELCOware, SIP and Voice Monitoring servers, as well as plain Gentoo Linux. It contains virtualization and has performance advantages, but you cannot put windows in this kind of virtual machine, only in Linux.

You will need at least one IP per each VM on a network, its bridged on host interface, with no other options like virtual networks etc.

The web console for SERVERware is pretty basic; it allows you to create virtual machines, configure IP, start/stop, and other basic things. There is no option for resource limitation in the GUI, all machines share CPU memory and disk by default. However it is possible to apply limitations per VM, outside graphical user interface if needed, though in most cases the default works just fine.

There are others features such as duplication from one host to another, automatic failover, mirror, etc. You can read about these in more detail, on our website. It is described on our web page as a cloud platform, but will actually let you start small and then scale. I recommend the Server Edition:


Another option is to simply use a PBXware CD, you will get what you see on Amazon now, but installed on your server. Telcoware doesn’t have CD, it can be installed on top of the PBXware system, replacing PBXware.




How do ‘all your pieces’ fit together to become a Phone Company ITSP ?

Written by Stephen Wingfield on . Posted in Uncategorized

Probably the question that is not asked but always answered when making an introduction of Bicom Systems’ Products is the one in this title.

With so many pieces it is rather understandable why confusion may arise and yet having explained this many times now, recipients reply unanimously with confirmation that it all makes sense. For this reason it seemed only appropriate to write it down and make some other supporting diagrams and videos that really demonstrate the turnkey nature of all these pieces.

Quite simply, Bicom Systems can deliver the most turnkey telephony company with the most features and functions on the market.

We start with our platform, SERVERware. SERVERware comes in two editions, SERVER Edition and NETWORK Edition. See links for supporting diagrams.

SERVERware provides virtualisation and redundancy. In the SERVER Edition the virtualisation means that many application services can be set on the same server, The Primary Controller. These may include : PBXware MultiTenant or Call Center PBX Editions, TELCOware or other items such as Email Server, Web Site a vanilla Asterisk or Trixbox or FreePBX even. Each is contained within its own Virtual Private Server (VPS) and as such

The Server Edition can then in turn be set to mirrored redundancy, using a Secondary Server, so that should the Primary Controller Server fail the Secondary takes over. Although similar options exist with VMware, Serverware uses Virtual Servers and so the voice quality is best served by keeping the voice traffic on the CPU rather than in a virtualised manner. Serverware also has added security features such as being set in the CHROOT and ………………..

In the Network Edition, the roles of the original two servers change. Firstly all application services are now present on dedicated hosts. The Controller is then freed to perform two functions: duplicating data from the hosts to its own hard disks and monitoring the hosts that in the event of failure of a host that the services on the lost host will be reallocated to the next available host. As the cluster expands the duplication of data may be performed to a SAN.

The Primary Controller is mirrored to a Secondary Controller so that should the Primary fail the above two functions will continue.

Typically in an ITSP scenario one of the application services in its own VPS will be the Multi Tenant Edition of PBXware. It is here that the core telephony takes place from registrations to enhanced services and telephony billing that rates CDRs.

Then on another VPS may be a Call Centre PBX Edition of PBXware if a customer has a dedicate requirement. Often with Call Centers there is a need to access the MySQL database, run detailed reports and thrash CPU with Call Recordings, as such resource needs to be identifiably dedicated. This way a heavy usage call center can latter be moved to its own resource or indeed even for its component part be split to dedicated servers.

If a provisioning platform such as TELCOware be used then it too will have its own VPS on either the server or network edition of SERVERware. The provisioning starts with the CMS (Content Management Systems) creating a web site where visitor can peruse hard and subscirptions products created in the Shopping Cart Products & Services with a view to ordering. To place orders visitors must sign up and create an Account.

TELCOware does not have any real telephony, everything is virtual. After receiving an order it uses API to send instructions to PBXware to provision the service, registrations, DIDs, IVRs or similar. There are wizards in place to assist with this.

According to the subscription bought it will then generate an invoice at the end of the period which will reflect the subscription and any extra call spend made, drawing CDRs from the switch it is associated with. This could be one or many PBXware or even another system, Asterisk based or not.

Upon the invoice being settled by manual payment or automated with a supported gateway such as worldpay, authorize.net, linkpoint, paypal, skrill … funds will be attributed first to the subscription and then if available to the call spend fund on the telephony account on the associated softswitch.

In addition to these products, Bicom Systems also has a wide variety of supporting Desktop Applications which continue the turnkey theme through to the End User and allowing your ITSP effort to simply have what others do not and stand out from the competition.

Please feel free to look through the supporting material, however nothing quite compares to an online demo and please do ask for Account Manager, the linking piece, to contact you in your language of preference (English, Spanish, French or Portuguese). As well as the architecture there is a whole lot of other advice to be provided and Marketing Materials and Support.


What next after Trixbox? How do I upgrade?

Written by Stephen Wingfield on . Posted in Uncategorized


The rise, fall, and last hurrah of Trixbox (the community PBX system based on Asterisk) has now played out. The nomenclature of confusion between Trixbox CE and Trixbox Pro does not cloud the simple fact that what thousands or hundreds of thousands downloaded as Trixbox is no more. Both privileges of support and the forum are gone and it’s time to look for a new way forward.

But if we first take a moment to look at the past it gives some valuable lessons that will help customers make a decision on the next step. We all knew the day was coming. From the moment Kerry Garrison and Andrew Gillis sold their interest to Fonality it was hard to see that such a corporate affair was going to continue to support another free project. Betrayal is easy to sense when you have committed so much time and faith to a product. However, there are always two sides to each story. It takes a lot to run a project like Trixbox and it is very possible that Kerry & Andrew felt they simply could not push further.

Fonality had shareholders to answer to and I doubt Chris Lyman left as things were rocketing ahead. For sure, there’s not been as much noise on the street since. It would appear the company is simply trying to make a return on capital. With the cost of maintaining a project like Trixbox surely escalating and fast, Elastix came along and one can see why we got to where we are. This is where this post starts to get interesting to anyone looking to go forward.

Still, some more truths to face first. 2012 is not the same as 2004. The sheer expectations from customers escalate. They even ‘expect’ voice quality to be perfect – Yes, if you have forgotten, that was not always the case. The days of getting some leftover P4 server and stringing together a Sangoma Card, then the nights of playing with all the options to the final dawn chorus of “I’ve made it work”, have been replaced by the need to meet office rents, have customers that are not breaking things and, oh yes, soon there will be mobile.

Let’s face it. It’s time to upgrade.

If you have been stringing Trixbox together on virtual servers then it is high time you get a MultiTenant. To help you with the transition we have a Bicom Systems Trixbox offer on Hosted Solutions. Quite simply, we’ll provide the software to cover your existing customers provided you take one of our packages.

If, however, your customers are onsite and hardware is an issue, we have our M1000 & M2000 and for Q3 2013 you will see hardware of a kind you will just wish to hug – For a cost of hardware and software that will be less that that P4 server!

Really, though, the future is Unified: gloCOM

gloCOM goes way beyond HUD and, once mobile, will do what the world has not seen before: produce an experience to the mobile user that is the same as though they were in their office. Whether presence or chat or sharing – everything comes together.

Still, even this is not the real difference in Bicom Systems. It’s not just the software. It’s the people, the team that supports you. Your Account Manager will always be there to provide pre-sales support to help you win business.

Don’t wait any longer, upgrade today by contacting us at sales@bicomsystems.com or visiting us at www.bicomsystems.com/products.


Other Competitor Comparisons

Our Multi-Tenant wiki.



Written by Stephen Wingfield on . Posted in Uncategorized

UPDATE: PBXware is now on the VMware Solution Exchange as VMware PBX

While the rise of VMware seems unstoppable, Bicom Systems generally does not support virtual machines or VMware. The reasons are simple.

First, the clock source needs to be accurate. Because this service relies so heavily on time, any time-related problem will result in choppy audio, clicks, etc. The time must be accurate. When you open up facebook.com, for example, you won’t care if it is 100ms or 600ms at times. What you care about is getting SOMETHING. But when it comes to voice, this is not the case.

A MySQL/Orace Support forum user stated it best: “if you want a database for production, do not consider virtualization AT ALL. It is impossible to guarantee that when you write to the ‘disk’, you have actually written anything.” This has been tested and proven by professionals.

A second issue is not only the limit on the number of calls, but the reliability of that limit. Because of the real-time requirements of voice and video in PBXware, VMware simply cannot guarantee consistent performance. The exception is a fixed pre-allocated in real bounds of hardware, but that would usually mean no more than 2-3 VMs per machine, at most.

In short, virtual machines are a big no, but virtual servers such as SERVERware are made to the purpose of VoIP. If you must use a virtual machine, we recommend no more than 200 extensions more machine.

VMware Enterprise ESG is a robust and reliable platform for our products:

– Customer running PBXware Multi-Tenant CD install for about 3 years, 60,000 Calls / mo

– Customer running SERVERware with PBXware Multi-Tenant, test mode for 2 years, Calls Volume 20,000 in bulk no issues

– Customer running TELCOware with 2 PBXware for 3 years.

For more information, visit the Bicom Systems Wiki.

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What is Multi-Tenancy?

Written by Laura Espinosa on . Posted in Uncategorized

Multi-Tenancy architecture allows multiple users to operate in the same ‘Cloud’. It is an economical way to serve many End Users at once. Single-Tenancy, on the other hand, refers to an architecture that provides one solution for one single user.

Multi-tenancy is defined as a “share instance”, which contrasts with traditional “multiple instances”. Multiple instances involves a separate application instance for each client. Each client will need their own server, memory, configuration, etc. However, a share instance involves just one single application instance that is used by a number of clients. Users share the server, database, etc.

Benefits include an economic advantage, simplicity, and ease-of-use. For example, when software needs to be updated in a traditional environment, each machine must undergo the update. But in a share instance, just one update to the one instance is required. This saves both time and money.

Multi-tenancy is becoming increasingly popular in today’s market of cloud computing and virtualization. The idea of sharing resources with other tenants is very appealing to businesses thinking of budgets and efficiency.

Bicom Systems offers a perfect example of multi-tenancy architure: PBXware in the Multi Tenant PBX edition. MultiTenant PBX gives Telecom Service Providers a powerful platform to serve the IP-PBX market in the cloud as a voip soft switch.


PortaOne vs Bicom Systems

Written by Saulio Reyes on . Posted in Uncategorized

Were you born a vampire or someone just bite you to become one? (A comparison of Bicom Systems and PortaOne)portaone

Many customers interested in our Multi-Tenant platform come to me asking the difference between Bicom Systems PBXware Multi-Tenant edition and switches out there that one way or the other are advertising ‘multi-tenant’ capabilities such as PortaOne.

Well I believe the answer is as simple as the vampire fact : if you were not born as a vampire but rather turned into one you will never be as good as a born vampire. In brief, without digging more into science fiction, let’s discuss my explanation to terms we are all familiar with : if a system is not born as an IPPBX but rather adjusted to act like one the end user will never experience the real deal and the service provider will never accomplish complete satisfaction.

Several popular switches out there, like PortaOne, claim to include a Multi-Tenant IPPBX, but when all is done they are ‘Centrex’-like simulations or service providers landing in the middle of ongoing development on something that was not designed to be an IPPBX and/or a Multi-Tenant.

Bicom Systems PBXware was born as an IPPBX and comes in 3 editions: Multi-Tenant, Call Center and Business.

I suggest that customers test our product and experience a real Multi-Tenant IPPBX. To test, use the following login details:

http://mt.bicomsystems.com/ email: mt@bicomsystems.com password: mtdemo

I recently compiled a comparison chart with PortaOne wholesale switch and Bicom Systems PBXware.

Key Feature Bicom PortaOne Comments
Call Shops YES YES Call Shop / Calling Card Edition Available in PBXware
Calling Cards YES YES Call Shop / Calling Card Edition Available in PBXware
WholeSale Billing YES YES Available in PBXware integrated with TELCOware Billing Platform
100% Multi Tenant Platform YES NO Centrex Alike Emulation
Full Featured IPPBX YES NO PortaONE is a Wholesale Switch not a fully featured IPPBX
Virtualization YES NO Not present in PortaONE
Basic Call Center Features YES NO Not present in PortaONE
Advance Call Center Edition YES NO Not present in PortaONE
Dedicated Virtual Enviroments YES NO Not present in PortaONE
Desktop Apps YES NO Windows, Linux and MAC Applications including free unified messaging client
Mobile Apps YES NO IPhone, Android and Blackberry Softphone
Onsite Deployments YES NO What will you do when the customer requires a deployment on site ?
Onsite to Cloud Redundancy YES NO What will offer when customer ask for on site with redundancy in the cloud?
Real Time Reports / Statistics YES NO Via Desktop Applications and Web Interface, graphics and recordings access
Call Instant Recording / Barging / Monitoring YES NO PBXware can do call recording in multi-levels
Tenant Level Admin Access YES NO Tenant Administrator or Client has access to his own hosted PBX
Auto Provisioning to ATA, IPPhone, Softphones YES NO PBXware provisions Cisco, Polycom, Aastra, YeaLink, Snom, Linksys, Sipura
Custom Design YES Limited Limited to PortaONE only

Also see PortaOne broke up a phone company over PBXware MT

pbx system

Definition of PBX Phone System

Written by Laura Espinosa on . Posted in Uncategorized

A PRIVATE BRANCH EXCHANGE (PBX) PHONE SYSTEM is an internal telephony network that allows for inexpensive calls within a company or organization. It is an efficient form of unifying communications within an office or network of branches.

The PBX connects the private network to the Public Switched Telephone network (PSTN) for external calls. Specific outgoing lines are reserved for those calls.

Internet Protocol (IP) PBX is the newest development in the industry. This is the same system but uses VoIP and software to make communication more streamlined and less expensive.

Users of PBX systems have four options: PBX, IP PBX, Hosted/Virtual PBX, and Hosted/Virtual IP PBX.

Bicom Systems offers an IP PBX phone system in the form of PBXware. We offer three different editions to cater to specific needs: Multi-Tenant PBX, Call Center PBX, and Business PBX.


Voice on VMware

Written by Laura Espinosa on . Posted in Uncategorized

Bicom Systems does not support VMware as a product platform for a number of reasons including issues with time scheduling, syncing, lack of Linux addons, insufficient performance boundaries, processing delays, and more. Bicom Systems staff has compiled a list of relevant reading on the problems with supporting VMware and some potential solutions:

  • As discussed in the article Timekeeping In Virtual Machines, VMware is unable to exactly duplicate the timing of other physical machines. This may cause discrepancies in timekeeping and other problems.
  • The VMware End-User Computing Blog had a very interesting article about VMware View 5 and the way that may address some of the above issues.

For more information, visit the Bicom Systems Wiki or the VMware blog.


Virtual Machine Technologies

Written by Stephen Wingfield on . Posted in Uncategorized

I recently received this about using Amazon EC2:

“Here’s what I’m finding… When a backup is made of the AWS instance (create AMI from instance), logging in immediately after the AMI is created will show all settings gone. Went out to the shell to look at the database, and it too was empty (except the default 1000 extension and multi-tenant PBXware default settings).

Restarting the system from the GUI, then logging in when it’s back up will show all the settings back where they belong. Didn’t do anything with licensing.

Then I did some backups, except didn’t log in immediately when it was done. Waited 20 minutes to log in, and all the settings were there.

So it’s something with the timing of how the machine instance comes up.”

Conclusion : there are real problems using Virtual Machine Technologies and one must wonder about VMware too?


Elastix vs PBXware

Written by Saulio Reyes on . Posted in Uncategorized

Hello! In this post I would like to compare our feature set with Elastix, this was produced in early 2011 during a project that PBXware won against Elastix.

ELASTIX FEATURES Steve says Saulio says Sergej says
Call recording YES YES YES
Voicemail YES YES YES
Voicemail-to-Email functionality YES – With Self Care user interface YES – With Self Care user interface YES
Flexible and configurable IVR YES – Also IVR Tree and PIN Bases/Multi-Digit IVRs YES – Also IVR Tree and PIN Bases/Multi-Digit IVRs YES
Voice synthesis support NO
IP terminal batch configuration tool YES – with auto discovery and csv uploads YES – with auto discovery and csv uploads YES
Integrated echo canceller by software YES YES YES
End Point Configurator YES – All popular brands, including xml directory and blf keys YES – All popular brands, including xml directory and blf keys YES
Support for video-phones YES YES YES
Hardware detection interface YES YES YES
DHCP server for dynamic IP YES YES YES
Web-based operator panel YES – Administrator – Level Based and Selfcare Interfaces YES – Administrator – Level Based and Selfcare Interfaces YES
Call parking YES – and Enhanced Parking YES – and Enhanced Parking YES
Call detail record (CDR) report YES – Including call recording and Faxes if available YES – Including call recording and Faxes if available YES
Billing and consumption report YES – With optional billing module YES – With optional billing module YES
Channel usage reports YES YES ?
Support for call queues YES – Lite Queue / Ring Groups or Advance Queue on Call Center Edition YES – Lite Queue / Ring Groups or Advance Queue on Call Center Edition YES
Conference center with virtual rooms YES YES YES
SIP and IAX support, among others YES YES YES
Supported codecs: ADPCM, G.711 (A-Law & μ-Law), G.722 YES – And t38 passthru YES – And t38 passthru YES
G.723.1 (pass through), G.726, G.728, G.729, GSM, iLBC (optional) among others. YES – And t38 passthru YES – And t38 passthru YES
Support for analog interfaces as FXS/FXO (PSTN/POTS) YES – Auto detected and Auto configured YES – Auto detected and Auto configured YES
Support for digital interfaces (E1/T1/J1) through PRI/BRI/R2 protocols YES – Auto detected and Auto configured YES – Auto detected and Auto configured YES
Caller ID YES – With enhanced options YES – With enhanced options YES
Multiple trunk support YES – Unlimited trunks with LCR and Routes manager YES – Unlimited trunks with LCR and Routes manager YES
Incoming and outgoing routes with support for dial pattern matching YES – DID manager with automated E164 or Simple Routing YES – DID manager with automated E164 or Simple Routing YES
Support for follow-me YES – also Call Forward and Group Hunt YES – also Call Forward and Group Hunt YES
Support for ring groups YES – with advanced options like greeting, timeout greeting, music on hold, exit digit and last destination YES – with advanced options like greeting, timeout greeting, music on hold, exit digit and last destination YES
Support for paging and intercom YES YES YES
Support for time conditions YES – DID level – IVR Level or Queue Level with global code for enable/disable times YES – DID level – IVR Level or Queue Level with global code for enable/disable times YES
Support for PIN sets YES YES YES
Direct Inward System Access (DISA) YES – DIDs YES – DIDs YES
Callback support YES YES YES
Support for bluetooth interfaces through cell phones (chan_mobile) optional optional NO
Fax server based on HylaFax YES – Not bases on hylafax YES – Not bases on hylafax NO
Fax visor with downloaded PDFs YES – PDF and TIFF with desktop application faxAGENT for sending/receiving directly from desktop YES – PDF and TIFF with desktop application faxAGENT for sending/receiving directly from desktop YES – PDF and TIFF with desktop application faxAGENT for sending/receiving directly from desktop
Fax to email application YES YES YES
Fax to email customization YES YES NO
Access control for fax clients YES YES ?
Can be integrated with Winprint Hylafax NO NO NO
Online embedded help YES YES YES
System resources monitor YES YES YES
Network configurator YES YES YES
Server shutdown from the web YES YES YES
Access control to the interface based on ACLs YES YES YES
Centralized updates management YES YES YES
Backup/restore support via Web YES YES YES
Support for skin YES YES YES
Configurable server date, time and timezone YES YES YES
PBX-integrated calendar with support for voice notifications NO NO NO
Phone Book with click-to-dial capabilities NO – Desktop Apps: Present Panel for presence/click to dial/status and outCALL for Outlook integration NO – Desktop Apps: Present Panel for presence/click to dial/status and outCALL for Outlook integration NO
Two CRM products integrated to the interface (vTigerCRM and SugarCRM) Optional Optional NO
Openfire instant messaging server NO – JABBER server integrated NO – JABBER server integrated Alternative
IM client initiated calls NO NO NO
Web based management for IM server YES YES NO
IM groups support YES YES YES
Support for other IM gateways like MSN, Yahoo Messenger, GTalk and ICQ NO NO NO
Report of user sessions NO NO NO
Jabber support YES YES YES
Plugins support YES YES YES
Server-to-server support YES YES YES
Mail server with multi-domain support YES YES NO
Web based management YES YES YES
Support for mail relay Optional Optional NO
Web based email client NO NO NO
Support for quotas NO NO NO
Antispam support NO NO NO
Based in Postfix for high email volume YES YES NO