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What are the Top Problems with Implementing a Cloud Hosted PBX?

cloud hosted pbx

At AVOXI, we’ve helped thousands of businesses upgrade their on premise phone systems to a cloud hosted PBX. We know that change can be hard. Still, many businesses are surprised by the problems that arise when implementing a cloud hosted PBX. This is especially true if they are new to SaaS (Software as a Service) technology.

With a little extra preparation and training, your business can avoid these problems and focus on what really matters: your customers. Keep reading for some of the top problems with moving to a cloud hosted PBX, and our best tips for solving them.

Inadequate Bandwidth

One of the most important steps of upgrading to a cloud hosted PBX is having a good Internet connection. Inadequate bandwidth, or a poor Internet connection, can lead to serious call quality problems.

So, how do you know how much bandwidth your business will need to support calls routed through a cloud hosted PBX? It’s simple. Just ask yourself these two questions:

  • How many simultaneous (concurrent) calls does my business experience at peak hours?
  • What codec does your cloud phone service provider use?

On average, you will need anywhere from 85–100 kilobits of data for each concurrent call. If your business has 5 concurrent calls at peak hours, you need a connection with 500 kilobits per second (kbps) to maintain high call quality. If your business handles 20 concurrent calls at peak hours, you need an Internet connection with an upload speed of at least 2 megabits (mbps) per second.

This method of calculating bandwidth needs works for most standard codecs, such as G.729.

If you’re still not sure how much bandwidth your business needs, talk to your cloud hosted PBX provider. They will be able to help you determine what kind of Internet connection you’ll need for top-notch call quality.

Quality of Service

Another key factor to maintaining good call quality with a cloud hosted PBX is Quality of Service (QoS). Jitter, interruptions, and even dropped calls can occur if Quality of Service is not managed properly.

The first step toward maintaining high Quality of Service is to choose a cloud hosted PBX provider who can provide a service-level agreement. Service-level agreements are common amongst the industry. Essentially, they ensure that everything will work on the provider’s end.

If you’ve heard vendors talk about 99.9% uptime, they are probably referring to the guarantee made within a service-level agreement.

But, the rest is up to your business. You will need to ensure that you have a QoS-enabled router. QoS-enabled routers have built-in mechanisms that allow you to prioritize VoIP (voice) traffic over other kinds of data.

Incompatible Hardware and Equipment

Speaking of routers: your old router may not be compatible with your new cloud hosted PBX system. Old routers simply don’t have the same functionality as routers made specifically for VoIP. If you don’t have updated equipment to handle your VoIP traffic, the transition to a cloud phone system will be far more difficult than it should be.

Not sure which type of router is right for VoIP traffic? Check out this list of the best routers for cloud communications.

The same principle applies to all outdated equipment, including desk phones. Some providers offer phones that are already configured and ready to “plug and play.” Others provide softphones that install on your desktop/laptop and your mobile device. Softphones are far less expensive than desk phones, and they enable your team to work in the office or on the go.

The bottom line: when you upgrade your phone service, make sure that you upgrade your in-house equipment as well. Talk to an AVOXI VoIP specialist to learn more.

Training Your Team

You have a brand-new cloud PBX phone system. It has all the latest features and robust, business-class functionality. It enables your team to work from the office and on the go. But, no one knows how to use it.

Sound familiar? If so, you’re not alone. And, the good news is that cloud hosted PBX providers handle the heavy lifting, like system maintenance and upgrades. All your team needs to know is how to manage the features that they use daily. Most providers offer an easy-to-use web portal, where users can manage their personal settings as well as other features, like call forwarding, call groups, call conferencing, call recordings, and more.

Ask an AVOXI specialist for a demo of the AVOXI Online Portal, where you can manage global call forwarding, IVR/Auto Attendant, ring groups, voicemail, and more with just a few clicks.

Customer Support

In a perfect world, you would never have to pick up the phone and call your cloud hosted PBX provider for support. But, things happen. And when they do, your business is on hold until you can get in touch with a customer support or service representative who can help.

Fortunately, most cloud hosted PBX providers offer 24/5 support (at least). And, more and more providers are offering support through a variety of channels, including phone, email, and live chat. For example, AVOXI offers its customers to ability to open support tickets and chat with a live agent directly from its easy-to-use online portal.

As you evaluate potential cloud phone service providers, be sure to ask about their customer support policies and hours. This will help you get a better understanding of who to contact and how soon you can expect a response if you run into problems.

Upgrading to a Cloud Hosted PBX System

Looking for more information about how to make the transition to the cloud as seamless as possible? Talk to an AVOXI VoIP specialist to learn more today.

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