BoxIT chose VoIP to replace the tired PBX technology, which had its heyday in the era of switchboard operators. JTG/Muir threw away boxes of NEC telephones from its staffers' desks to make way for Yealink SIP (Session Internet Protocol) phones.
For the pipeline through which voice and data traffic flows, BoxIT went with a SIP Trunk from Cbeyond Cloud Services. Rather than connecting to phones via old-school physical wires as in a PBX system, the SIP Trunk controls communication over the Internet. BoxIT prioritized voice over regular Internet traffic on the company network to ensure high call quality.
It also opted for a customizable, free, Linux-based phone system with a Trixbox CE server, based on Asterisk software. This enables users to make and receive calls through either the Yealink SIP phones at their desks or via soft phone from a laptop, an iPad, an iPhone, or an Android smartphone. Making the latter option possible is the Counterpath Bria soft-phone app, which offers editions for PCs as well as for Android and iOS devices.
BoxIT also added to the package a Web-based Fop2 Flash operator panel. This allows office staff to view instantly who is on which call, as well as to transfer and record calls. There are plans to integrate JTG/Muir's CRM (customer relationship managment) tool with Trixbox CE.
No downtime was necessary during the migration, as BoxIT had prepared the new system to take over immediately once the switch was made.
With the old PBX phone system, users working remotely had to dial in periodically to check voicemail messages. Now, after the VoIP overhaul, they can turn on features such as Follow Me, which allows an office extension to ring offsite wherever they might be. Voicemail messages sent out as a .wav file can be played back on a smartphone, laptop, or other device.
If the Internet connection goes down at the office, the SIP Trunk can be set up to call an alternate old-fashioned landline or cell phone, or it can send a call directly to voicemail and then deliver it in an e-mail message.
In addition to enjoying a new system that provides flexibility for often mobile employees, JTG/Muir is saving $1200 each month with three times the bandwidth as the old PBX system.
With the overhaul, JTG/Muir not only reduced costs but also freed its staffers to focus on selling solar hot-water heaters, radiant systems, and other heating products, both on the road and from the office.
--Case study submitted by BoxIT.