How to Overcome Common Hosted PBX Problems

Switching to a hosted Private Branch Exchange (PBX) solution from a legacy PBX is one of the best ways for businesses to cut costs, enhance customer service, and streamline communications. Because most of the responsibility is shouldered by the service provider (including maintenance and upgrades to the equipment and platform), a hosted PBX enables you to focus your attention on more important matters like managing operations and improving your bottom line.

However, it’s still possible to encounter some issues as you make the transition towards hosted PBX. But fortunately, these issues can easily be resolved thorugh careful planning and foresight. Below are a number of common issues you might face with a hosted PBX and some tips on how to overcome them.

Connectivity and call issues

Problem: Are you experiencing dropped calls or are hearing echoes on the phone? Does the audio quality vary between different times of day? Are you unable to complete a call? These are some minor problems that customers may face.

But truth be told, there are various factors that can affect call quality. However, most call quality and connectivity issues are often due to your existing internet connection. With a hosted PBX, all call data is transferred over the internet in packets. So it’s vital that you ensure you are subscribed to the right internet plan with the proper level of bandwidth to handle your call volume.

Solution: To correct the issue, conduct an internet speed test to see how efficient your internet connection is. If the results are satisfactory, talk to your hosted PBX service provider to help you investigate the issue. If the results are poor, however, then contact your internet service provider as the issue is likely with them. They might be able to suggest the best plan that meets your current usage. You should also ensure that your router is up to date and that there are no loose wires between your connections.

Old hardware and phones

Problem: Another headache businesses face when moving to hosted PBX is the stock of old routers, legacy phones, and other hardware they now have to dispose of. Using outdated and incompatible equipment can make the transition more painful as compatibility issues may arise. Plus, upgrading to new equipment may not be an option due to the costs involved.

Solution: The great thing about hosted PBX solutions is that they do not require users to invest in new phone equipment or other hardware. It helps businesses save on IT costs since they can use their desktop, laptop, or any mobile device (through mobile apps) to access their new phone system instead of buying new IP phones. And most providers also offer BYOD options to help subsidize costs.

Tech-averse staff

Problem: Is your staff not as excited as you are about your transition to a hosted PBX? It is natural for employees to resist change, especially if they have been using and are accustomed to a traditional phone system. They may fear that the new PBX is difficult to operate and that it may affect them and their work. But while it may take some time for them to adjust to the new system, there’s nothing to fear.

Solution: You can quickly overcome resistance from employees by keeping your staff on board from the beginning. Talk to them about the upcoming changes and make sure their concerns are addressed. Most hosted PBX providers also offer training and helpful online resources. This will help your team familiarize themselves with your new hosted PBX solution and be more confident in using the system. You can also implement Bring Your Own Device (BYOD) to keep the learning curve low and to help your employees be more comfortable.

Be sure to keep these tips in mind if you are thinking about or are in the process of making the change over to a hosted PBX solution!

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