So, you’re thinking about upgrading your business phone system to a cloud PBX system, but you’ve got a few questions. Well, we’ve got answers! Below, we dive into ten of the most common FAQs about cloud PBX systems so you can know exactly what you’re getting into if you’re looking to install (or upgrade to) one.
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1. What is a Cloud PBX System?
The simple answer is that a cloud PBX system, also known as a hosted PBX, is a phone system hosted over the internet rather than on physical hardware at your business location.
For those of you who are curious, the “PBX” in Cloud PBX stands for Private Branch Exchange, which harkens back to ye olden days when businesses used to use bulky, on-site equipment to manage their phone systems. Picture a big, complicated piece of equipment with rows of wires and operators manually connecting calls. It was mainly used to route calls to the right extensions, handle voicemail, and transfer calls.
Today, a cloud PBX can do the exact same thing. But instead of relying on physical equipment, like switchboards, landlines, and more, cloud PBX moves all of this into the cloud using the power of VoIP (Voice over Internet Protocol).
Key Components of a Cloud PBX Phone System:
Cloud Server: This is where all your communication data is stored and processed. It’s managed by your service provider.
VoIP Phones: These can either be traditional desk phones that connect to the internet or software-based phones, often referred to as “softphones,” that run on your computer or mobile device.
Wi-Fi or Dedicated Internet Connection: A stable (and secure) internet connection is essential to ensure the calls go through smoothly and safely.
By switching to cloud PBX, you eliminate the need for the complex hardware and maintenance that comes with traditional PBX systems.
Want a quick overview of traditional phone systems vs. cloud PBX services? Check out our quick comparison list below:
| Traditional PBX | Cloud PBX | |
|---|---|---|
| Cost | High upfront and maintenance costs | Subscription-based, predictable, provides significant cost savings |
| Scalability | Limited, hardware-dependent | Flexible, pay-as-you-grow |
| Mobility | Stationary office setup | Accessible anywhere with internet |
| Features | Basic call handling | Advanced integrations like CRM tools, call analytics |
| Reliability | Prone to downtime | High uptime guarantees from providers |
Want to learn more about the key features and benefits of cloud PBX systems? Check out this article.
2. Is Cloud PBX the Same as VoIP?
A lot of people confuse cloud PBX with VoIP, but while they are related, they are not the same thing. VoIP (Voice over Internet Protocol) is the technology that makes cloud PBX systems work.
VoIP allows your phone calls, video conferencing, and other communications to be routed through the internet instead of traditional phone lines. A cloud phone system is a system or software platform that harnesses VoIP technology to give you business communications services like call forwarding, voicemail-to-email, etc.
In other words, VoIP is the backbone of cloud PBX. So, if you’re looking at cloud PBX platform, you’re also looking at a VoIP-based system, but not all VoIP systems are cloud PBX solutions.
3. How Does VoIP Technology Work?
VoIP technology is simple in concept. Instead of a call being sent over analog phone lines, it travels over the internet. VoIP converts your voice into digital signals that are transmitted through the internet, allowing for crystal-clear calls and the ability to connect anywhere in the world as long as you have a good internet connection.
How it works:
You pick up your VoIP-enabled phone.
You dial a number, which is then converted into data packets.
The data is transmitted over the internet to the recipient.
The recipient’s device receives the packets, which are then converted back into sound.
The recipient answers the incoming call and a conversation begins.
In this way, VoIP allows businesses to make and receive calls via the internet, resulting in clearer communication, reduced costs, and more scalable phone solutions – especially compared to traditional phone systems.
4. How Much Does a Cloud Phone System Cost?
While the price of a cloud-based phone system can vary, cloud PBX systems usually follow a subscription-based pricing model, and there are typically two ways they charge:
Per-User/Month: This is the most common model, where you pay a set fee for each user each month. This option makes it easy to scale up or down as your business grows or shrinks.
Metered or Fixed-Rate Plans: In some cases, you may pay based on how many calls you make or a fixed monthly rate regardless of how much you use.
On average, cloud PBX solutions can range from $15-30 per user per month, depending on the features and the provider you choose. For small businesses, this can be a huge cost-savings compared to traditional systems.
But what goes into the pricing of each model? What do these $30/user/month charges come from? Well, cloud phone system pricing is based on a combination of things, like:
What Features You Need: More advanced features like call forwarding, voicemail, and video conferencing will often raise the price. Basic plans typically include just the essentials, but if you need additional tools, be prepared for higher charges.
Number of Users You Have: The more users you have, the higher the overall cost. But remember, with a cloud-based system, you can easily adjust the number of users, so you’re not locked into paying for more than you need.
International Calling Rates: If your business makes a lot of international calls, the pricing may go up based on where you’re calling. Always check these rates to avoid unexpected charges.
Support and Maintenance Costs: Some plans include customer support, while others might charge extra for premium support or advanced troubleshooting.
What Add-ons You Want: You might need extra features like call analytics, CRM integrations, or additional storage for call recordings, and these can increase the monthly cost.
All these factors combined determine the price you’ll pay per month. But watch out for hidden costs that could sneak up on you—like extra data charges, customer support fees, etc. These can vary by provider, so it’s essential to ask about them upfront.
With Unitel’s transparent pricing, however, these won’t be an issue.
5. How Easy is It to Set Up and Manage Cloud-Based Phone Systems?
One of the great things about cloud-based phone systems is that setting them up is much easier than you might think. Typically, the process is done through a web portal, where you can add new users, configure phone settings, and customize features. There’s no need for complicated wiring or equipment installation.
Once set up, managing your system can be done in just a few clicks. You can make adjustments to your features, add or remove users, and update settings whenever you need to.
And with Unitel, ongoing support is included in the cost of your plan! You don’t need to worry about troubleshooting issues with hardware. Your provider will handle most of the maintenance and updates remotely.
6. Are Cloud Phone Systems Secure?
We get it—security is a huge concern when it comes to moving your communication to the cloud. But rest assured, most reputable providers take great care to protect your data and make sure your calls are safe from interception.
Encryption, firewalls, and secure protocols are all part of standard security practices for most cloud providers. These tools protect your communications from hackers or other malicious activities.
Another important aspect is compliance with data privacy laws, such as GDPR (General Data Protection Regulation) or HIPAA (Health Insurance Portability and Accountability Act). If your business deals with sensitive customer data, you must guarantee your cloud PBX provider complies with these regulations.
Most providers also have multi-factor authentication (MFA) built into their phone systems. This adds an extra layer of security by requiring employees to verify their identity through something other than just a password, like a code sent to their phone.
So, if you’re concerned about security, rest easy. As long as you choose a provider with a strong reputation for security, your cloud PBX system will keep your communications safe.
7. What Advanced Features Does a Cloud Phone System Offer?
Cloud-based phone systems aren’t just for making and taking calls. They come with a ton of advanced features that can help you improve your business communications, like:
Extensive Call Management: Features like call forwarding, voicemail-to-email, and auto attendants ensure that all your call routing is quick and correct so no one is left hanging or transferred to the wrong department.
Better Business Continuity: Cloud PBX systems are built with redundancy and failover capabilities, so if something goes wrong with one data center, your calls are rerouted to another. This helps keep your business communications running smoothly even during an outage.
Comprehensive Collaboration Tools: Many cloud phone systems include additional VoIP communication tools like video conferencing, screen sharing, and instant messaging to help your team stay connected.
Powerful Analytics: Cloud PBX systems often come with reporting and analytics tools that give you insights into call volumes, call quality, and user activity—helping you optimize your communication strategies.
And that’s just the tip of the iceberg! But we know you’ve got places to be, so we’ll keep it short. Feel free to dive deeper on your own time here.
8. What Type of Internet Connection Do I Need?
Great question, especially because the quality of your internet connection directly affects your call clarity, reliability, and overall phone system performance. While we don’t know your specific needs, here are a few things to consider when picking your internet plan:
Minimum Speed: At least 1 Mbps per active call. So, if five people are on calls at the same time, aim for a 5 Mbps connection.
Quality of Service (QoS): Work with your internet service provider to prioritize VoIP traffic over other internet usage. This helps reduce issues like call dropouts and lag.
Bandwidth Considerations: More bandwidth = the ability to handle more calls. If you expect heavy internet usage (video calls, file uploads), consider a higher-speed internet connection like fiber optic or DSL.
Network Stability: Even a high-speed internet connection can fail if it’s unstable. Make sure your ISP has redundant data centers, 4G LTE backups, and other failsafe mechanisms to avoid dropouts or delays during calls.
For optimal performance, consider a dedicated internet line if your business needs constant high-quality calls. And please avoid dial-up or slower connections, as they can cause issues with voice clarity and call dropouts.
9. How Do I Choose the Right Cloud PBX Provider for My Business?
Picking the right provider can make or break your experience with cloud-based phone systems. Here are the key things to think about:
Check Out the Quality of Their Customer Support: Problems happen, so you’ll want a provider that offers fast, reliable support. Look for one that has multiple support options (chat, phone, and email) and is known for being responsive when things go wrong.
Look Into Their Reputation and Reviews: Always check online reviews. Sites like Trustpilot and Capterra can give you honest feedback from other businesses. If you see repeated complaints about poor call quality or bad customer service, it might be a red flag.
See if They Offer Customization and Flexibility: You want a phone system that can grow with you. Make sure the provider offers the features you need, plus the ability to scale up (or down) easily. Some systems let you pick and pay only for the features you need, while others bundle everything together, which can get expensive.
Take Advantage of Any Trial Periods: Many providers offer free trials. Take advantage of this to test out the system before committing. Make sure it’s easy to use and fits your business needs.
If your cloud phone provider checks all the boxes, the odds are good that they’re the one you should go with.
10. Can Cloud Communication Systems Support Remote Work?
Absolutely! One of the most attractive features of a cloud PBX phone system is how easily it supports remote work. How? Through mobile apps (sometimes called softphones). By downloading a single app, your employees can turn their mobile devices, tablets, or laptops into fully functioning business phones.
As long as they’ve got Wi-Fi, they can make and receive calls, access voicemails, transfer calls, and do everything they would do from the office. And say goodbye to shelling out for expensive desk phones or complex infrastructure. Since it’s all hosted in the cloud, employees can simply use the devices they have. Easy peasy!
Here are three quick tips to make sure your remote and hybrid workers are set up correctly on your cloud PBX phone system:
Make sure everyone has a reliable internet connection.
Set up softphone apps on your team’s devices.
Train your staff on how to use the system, including features like call forwarding and voicemail management.
And there you have it – 10 FAQs answered. Now, the most important question stands before you: why should you consider Unitel’s VoIP phone services?
Why Unitel’s Cloud Phone System is the Best Choice
Unitel isn’t just another run-of-the-mill business phone system provider you’ll find on Google (although, if you did find us on Google, we’re glad you’re here). Here’s why:
We build customized VoIP phone systems that fit your specific needs, whether you’re a small business just starting out or a larger company looking for scalable options.
Our expertise in implementation and ongoing support means that we’re with you every step of the way. You’ll never feel like you’re on your own when setting up or managing your phone system.
With competitive pricing and no compromise on quality, Unitel offers one of the most cost-effective and flexible solutions on the market.
Ready to explore how Unitel’s cloud PBX systems can work for your business? Get an instant quote today or contact us to schedule a demonstration and see how easy it is to make the switch.