hidden costs

Many premises-based phone system (PBX) manufacturers claim that the costs of their systems are lower than an equivalent cloud PBX alternative. What the premises guys don’t tell you about is all the extra hidden costs that come as a result of the limitations of the hardware and software in their systems.

Here are some useful questions to ask a PBX manufacturer so you can get the full picture on the cost of their system.

1. Flexibility

How can PBX systems cope with peaks and troughs in demand? They can’t. You have to buy capacity for peak utilization. This may only occur for a couple of weeks a year, but is so critical to your business that you have to pay extra. With a hosted system, you can just pay for the peaks if and when they occur.

Question to ask: Have you sized this system for my peak demand? 

2. Redundancy

Adding site redundancy will add at least an extra system to your costs. Look at how the PBX system handles calls if you lose the equipment room due to a flood, fire, or electrical failure. Because a hosted system is in the cloud, your business communications service is always available on multiple devices.

Question to ask: Have you factored in the cost of site redundancy?

3. Running out of capacity

On-premises systems rely on servers for features like call recording – and that means they have a finite disk capacity. When you run out of space, you cannot record any more calls. This will be problematic if you have a regulatory requirement that requires you to record all calls. With a hosted system, your recordings are stored in the cloud, so you don’t need to worry about storage capacity.

Questions to ask: How many hours of call recording have you quoted me? What is the maximum I can buy? How much will the maximum cost me?

4. The cost of obsolescence

The average lifespan of a premises-based system is about 5 years, mainly due to the hardware going obsolete in that time. You may also discover that the features your business relies on are no longer being upgraded, leaving you with a system that cannot meet your future business needs. A cloud service is an evergreen platform that continually adds new features to improve employee productivity.

Questions to ask: How old is this product? When will the manufacturer stop developing features for it? Have they stopped already?

5. Mobility

Mobile integration with the PBX is cumbersome. It often results in additional call charges on the PBX trunks, with calls being hair-pinned in and out of the system. In contrast, a hosted service is naturally built to enable mobility. Mobile applications integrated with the hosted service enable you to place and receive calls from any smartphone or tablet using your business phone number.

Questions to ask: How is mobility supported on this system? Do calls route in and out of the PBX for call treatment? If they do, how much extra will that cost me in trunk calls?

6. Security

If a premises-based PBX is not constantly updated and patched, it could be vulnerable to a cyber-security attack. Keeping it current often requires you to pay an annual maintenance fee or large one-time upgrade fees.

With a cloud service, the service provider takes care of these updates for you. Because a hosted phone system lives in a highly secure, carrier-class network, it’s purpose-built to protect you from service interruptions, denial of service attacks, and other situations that could impact your communications.

Questions to ask: Has this type of system had any reliability or security issues? How much does it cost to keep it current?

7. Maintenance costs of the hardware

With PBX systems, you need to factor in the maintenance costs of on-premises hardware: that is, all the server hardware that may fail due to over-heating or spikes in the power supply. With a cloud service, all the system hardware is located in the service provider’s data center, so you have no direct maintenance costs.

Questions to ask: What are the annual maintenance costs of the hardware and software in this system? Will they rise as the system gets older?

8. Integration costs

Need to integrate with a CRM system? This is the most common requirement of a PBX. It normally costs you extra to get a system integrator to perform what can be a complex task. With cloud-based systems, the integration is already done and can be switched on at a moment’s notice.

Questions to ask: Which third-party systems have you integrated this PBX with? How much will it cost?

9. Performance

The more features you switch on in a premises-based system, the more likely it is that your system will need an upgrade to the processor board. This is rarely factored in at the time of purchase and can end up costing you thousands, because you are in effect replacing the entire core of the system. With a hosted system your performance never changes, thanks to the virtually limitless amounts of processor capacity available in the cloud.

Questions to ask: What happens if the system slows down due to switching on extra features? Do I have to pay for another upgrade? If so, how much will it cost me?

10. Management

System management can be costly and is often overlooked. Phone systems need to be maintained. That can cost a lot, especially if your system is integrated with other applications or IT services. Outsourced management to a third party will incur charges for a minimum number of service calls per year regardless of use. With a cloud service, you can easily self-manage the system with a simple web interface. For example, you can easily manage remote sites that don’t have a large number of personnel on-site to manage the system.

Questions to ask: How many hours per week would it take to manage my system? How much will it cost to hire an engineer to support this?


To stay competitive you need to focus on your core business, not that box in the closet. With a hosted solution, the management of increasingly complex business communications is done for you off-site. It all happens in the background while your employees use advanced features like HD voice, video conferencing, and virtual collaboration to reach new heights of productivity.


Unified Communications adoption

There are so many forecasts for the unified communications (UC) market that it’s difficult to know which is most accurate. In truth, it doesn’t matter which is right because the trendlines all point to the same core projection: massive growth. And that’s for good reason— the collaborative power of UC is wiping away information silos, cutting costs, driving up productivity, and enhancing the customer experience.

For instance, UC can provide an important consistency across devices and locations. UC applications give all workers, regardless of where they are, or on what device, the ability to make voice and video calls, send instant messages, and make conference calls from within the same familiar interface. Collaboration and productivity are boosted even further with built-in presence indicators, which show your coworkers your current status and how best to reach you.

Here are just a few more ways that UC will help your business accomplish its goals and stay ahead of the competition with an agile, fulfilled workforce.

Making SMBs’ Lives Easier with Unique Features

UC makes it easier and more secure for mobile employees to stay connected on the go. There is no need for separate services for instant messaging, online meetings, or conferencing – it’s all built into one easy-to-use application. Add in even more powerful features like SMS texting, file sharing, and voicemail transcription, and you’ve got a clear winner.
Find out more here.

Supporting the Virtual Office

In today’s hyper-connected world, we may “go to work” – but that may no longer be an actual, designated physical space. Thanks to an explosion of cloud-delivered services and apps, virtual companies are becoming more common, made up of workforce talent sourced from across the country, if not the world. They’re working from their houses, from coffee shops, from the plane – and they’re doing it on laptops, smart phones, and tablets. UC gives everyone the ability to use the same full suite of key communications tools regardless of whether they’re in the office, at home, or on the road.
Find out more here.

Making Mobility Work

Part and parcel with the virtual office is the ability to effectively support mobile workers. UC gives employees the ability to be productive and collaborate from their mobile phone or tablet. After all, getting email on your phone is one thing; having true collaboration and connection tools wherever you are is another. UC solutions seamlessly enable teamwork in dynamic environments and empower the mobile worker for true collaboration from any location.
Find out more here.

UC-as-a-Service: The Great Equalizer

Small businesses want to focus on running and growing their core businesses, not worrying about managing their communications infrastructure. Many of these companies wrestle with a lack of resources – both financial and human – to put a top-tier support framework into place. A turnkey UC-as-a-service (UCaaS) solution gives small businesses access to the same benefits and differentiators as their larger competition. And because it’s delivered in the cloud, it’s always updated and never obsolete. It also comes staffed with experts that act like your very own IT group – without the hassle of seeking out and training talent.
Find out more here.

Managed Connectivity with UC for Guaranteed QoS

You don’t have to fear moving to UC, even if you’ve previously experienced poor quality with other well-known VoIP brands. With advanced routing technology like SD-WAN, you can have guaranteed Quality of Service (QoS) and failover for a single location or multiple locations. Add in the ability to dynamically allocate traffic to all circuits at once, and you can truly get the most out of your Internet connection!
Find out more here.

Going Global with UC

Whether you’re a small company or a large enterprise, in today’s global age, having at least a handful of customers, partners, and employees that are based outside of U.S. borders is increasingly common. So, it’s important to choose a high-quality international dialing solution that can help you do business no matter where the person on the other end of the phone is located. You should ensure that your UC platform offers options for both placing and receiving calls internationally, as well as supporting users outside of the United States if your business needs require it.
Find out more here.

A Full Collaboration and IT Suite, One Point of Contact

Having one point of contact is now more valuable than ever, especially for small- and medium-sized businesses (SMBs) that have complex needs but constrained resources. We see it as solving a key operational challenge: Most businesses would rather not deal with a sprawling patchwork of vendors, with diverse management consoles and other systems, several different bills (and billing cycles), and multiple sales and support contacts. You can solve this challenge by working with a single vendor to add on other managed IT services to your UC implementation.
Find out more here.

Integrating Hundreds of Business Applications

Your UC implementation can be extended by integrating information from your CRM system (and other business apps). This unleashes the power of this critical data by making it available just when you need it. For instance, when a customer calls in, the person answering the phone can get an on-screen pop-up with the caller’s stored CRM information – so the employee knows the customer’s identity and history before they even pick up the phone. In short, it sends a message to the customer that your company knows them and is serious about treating customers like the guests of honor that they are.
Find out more here.

And if all of this weren’t enough, we should also note that UC also has specific benefits for certain verticals, such as call centers, finance, retail, legal, and higher education.

Contact your TPx representative today to find out more about how UC can help your business in tailored, unique ways, and unleash the power of collaboration.


set up UC for holiday

Winter is finally abating and warm days, long holiday weekends, and summer vacations lie ahead. As companies prepare for barbecue season, setting up call forwarding and preparing holiday phone schedules should be on the to-do list. The good news is, a unified communications (UC) platform like UCx can help companies manage all of these needs through complex call routing and collaboration, so your team can enjoy the summer season without impacting productivity or your customers’ experience.

First and foremost, companies can better serve their customers and partners by letting them know when the office or store is closed over long weekends and during summer breaks. Much like an out-of-office responder for email, a holiday greeting means that callers won’t be left wondering why no one has gotten back to them. For example: 

“Thanks for calling Our Amazing Company! Our Main Street office will be closed on Monday, May 27th in observance of the Memorial Day holiday.”

And for some businesses, the doors may be closed for the day, the weekend, or even for the whole week, but callers may need to still get through to you if necessary. In this case, you’ll want to communicate that too:

“To leave us a message, please press 1. If this is urgent, we’re still here to help — please press 2.”

If you’re a UCx user, off-hours greetings and call routing can be set up in the Auto Attendant and Call Forwarding functions, respectively.

For the Auto Attendant, you can set up separate holiday, vacation, and off-hours greetings and save them in the Announcement Repository ahead of time. You could even program a special message for the annual company picnic if you choose.

Companies can also make sure calls are properly routed during off-hours by programming alternate dialing menus in UCx’s Call Forwarding feature.

Call Forwarding allows you to redirect incoming calls to another number you specify, which could be anything from your mobile phone to a colleague’s extension. There are several different types of Call Forwarding to choose from, including options to forward all inbound calls or just calls from certain numbers.

Comprehensive UC systems also make it possible to set up geographic routing, or georouting, to forward incoming calls to their destinations based on their originating location. For example, you might want to have calls from California go to your sales rep Jack in Los Angeles, and have calls from any of the six New England states go to your sales rep Jill in Boston.

When the time comes for being out of the office, it’s a simple click to activate the right greeting and call forwarding pattern for the occasion. You can also automate when these call flows kick in by scheduling your business hours into an automation system.

If you’re a TPx customer, simply log in to the UCx Web Portal and click “Schedules” on the profile home page. By clicking “Add,” you can enter a new Schedule Name (such as “Vacation” or “Memorial Day”) and select a Schedule Type (Holiday or Time), and click “OK.” Once it’s added, you can access it from the Schedules page, click “Edit” and enter starting and ending times.

Regardless of which UC platform and provider you use, it’s a good idea to test your greetings and call flows before you need them – it’ll help reduce some of the stress that comes with getting ready for a holiday or vacation. Enjoy your summer!


About the Author

Nicholas Clapper is a Senior Manager of Product at TPx. He has more than 10 years of experience in product management, and in that time he has built up his expertise in hosted voice services, particularly the BroadSoft platform. Nicholas leads a cross-functional project team at TPx that manages the company’s hosted communications products, including the UCx Hosted Unified Communications ServiceSmartVoice SIP Trunking, and Internet access circuits. He is always looking for ways to help businesses communicate more effectively and more efficiently.


latency, jitter, and packet loss in plain English

If you’ve read your managed service provider’s SLA (service level agreement) and wondered if you need an advanced degree in engineering to understand it all, don’t worry – you are not alone. Read on to get a plain English definition of these terms, and you’ll be speaking like a networking geek in no time!

Let’s take a look at three important network performance metrics, and learn why they matter to the successful deployment of your VoIP or unified communications service.


Latency is the time it takes a data packet to travel from point-to-point on the network. Each step your traffic takes through the network will add to its latency. Latency higher than 150 milliseconds (ms) will cause unnatural delays in an audio conversation. On a video call, high latency could create a disconnect between the audio and the video (which I like to call the “badly dubbed movie” effect). If latency becomes too high, you could experience periods of no audio or video at all.


You may know jitter as that feeling you get when you drink too much coffee – if so, you might want to consider switching to decaf. The jitter we’re talking about here is an inconsistent arrival of packets between two endpoints. Jitter of more than 20 ms will cause delays in packet arrival which, like high latency, will result in delays in your audio or video.

Packet Loss

Packet loss happens when a packet does not arrive, arrives out of order, or arrives too late. Lost packets don’t go into a “packet lost and found,” though – they’re just discarded. Packet loss over a network will cause choppy, poor-quality audio and video. The good news is that you’d have to have a pretty high level of packet loss for the service to degrade to that state. Even if you lost 3% of all VoIP packets coming in, your audio quality would still be better than what you’d hear on a cell phone.

By the way, the Bandwidth Speed Test on the TPx website will measure the latency (ping) and jitter of your current Internet connection, in addition to your download and upload speeds. Remember, though, that a test like this one is just a snapshot of a moment in time. Try running the test several times, particularly during the times of day when you know your network is busy, and you’ll get a better picture of your network’s VoIP readiness.

Are there any other strange networking terms that have you stumped? If so, just let us know – we’re always happy to help.

Mobility with UC

Welcome to today’s office – featuring an increasingly borderless workforce, set free by the rise of smartphones and tablets. Smart mobility has given companies the opportunity to recruit a larger pool of talent unfettered by geography, who can optimize their productivity with anytime, anywhere access to messaging and email. If you want your business to truly capitalize on the benefits of the mobile workplace, however, you need to embrace mobile unified communications (UC).

Getting email on your phone is one thing; having true collaboration and connection tools wherever you are is another.

Put simply, mobile UC applications provide rich communications features and access to company resources to geographically dispersed, traveling and highly mobile workers. These apps seamlessly hook into enterprise UC platforms, giving everyone the ability to use the same full suite of key UC business applications regardless of whether they’re in the office, at home, or on the road.  This untethered UC enables teamwork in dynamic environments and empowers the mobile worker for true collaboration from any location.

Mobile UC ensures a centralized environment for the entire workforce. It’s a good bet that any modern company will find itself with employees working from outside the office perimeter at some point. Rolling out a comprehensive platform means that mobile users, communications platforms and business applications aren’t relegated to a patchwork of fragmented silos that not only hamper collaboration, but also present potential security holes. Mobile UC apps instead ensure that businesses have a level of control over how their sensitive information and services are accessed.

Additionally, Mobile UC allows businesses to offer a greater degree of workplace flexibility to their employees. Work-life balance is more than just a lofty goal: remote working or flexible hours, enabled by solid mobile access, is a crucial piece of the strategy for many companies. They recognize that working 9 to 5 hasn’t been most employees’ reality for many years, so they need to provide ways for employees to take calls and participate in meetings outside of “traditional” business hours and locations.

At TPx we offer three different mobile UC apps, for iPhone, iPad and Android devices. All are designed for versatility, comprehensive feature-richness and ease-of-use. They are full-featured extensions for our UCx platform, which is built on the high-quality VoIP service that TPx is known for. With the UCx mobile apps, users can call, chat, email, and video conference from anywhere.

Beyond UC, companies have the option of bundling in our suite of managed services, including SD-WAN, managed endpoints, managed security, virtual fax and more – which further boosts mobile strategy across the digital enterprise.

Your business doesn’t have to stop when you leave the office. Call your TPx representative today to see how we can help you to support your mobile workers and take full advantage of the modern digital workplace.


About the Author

Nicholas Clapper is a Senior Manager of Product at TPx. He has more than 10 years of experience in product management, and in that time he has built up his expertise in hosted voice services, particularly the BroadSoft platform. Nicholas leads a cross-functional project team at TPx that manages the company’s hosted communications products, including the UCx Hosted Unified Communications Service, SmartVoice SIP Trunking, and Internet access circuits. He is always looking for ways to help businesses communicate more effectively and more efficiently.