Collaboration Tools for Virtual Law Firms

Today’s virtual law firms are relying on the benefits of modern technology to work together with fellow lawyers and coordinate with clients effectively in order to get the job done. Some of these collaboration tools that are now being enjoyed by law firms are:

• Conference Calling - a simple but effective tool that provides lawyers with an instantaneous communication using a telephone. An ordinary telephone will work and serve well the communication requirement of two persons. But, if it involves more than two parties then a call conference is the suitable tool to employ. Modern communication devices like home telephones, mobile phones, virtual PBX and VoIP (Voice Over Internet Protocol) systems now includes this as an added feature.
• IM (Instant Messaging) - it has been the communication tool of choice for teens and young adults. Today, IM has found its way on world of business such as law firms and some users are starting to abandon some of their communication tools like e-mail or voicemail for it. With IM, users can communicate in real-time with the ability to share different files. Among the popular IM applications are: AIM (AOL Instant Messenger), Google Talk, Skype, Yahoo Messenger and Windows Live Messenger.
• Remote or Screen Sharing - it is a technology that allows a user to virtually share the computer desktop with another user for the purpose of sharing images, documents, presentations or troubleshooting. Some enterprises are utilizing this tool to hold online meetings. Other functions that can be achieved with it are: annotations, chatting, downloading, installation and recording.
• Web Conferencing - a tool that most enterprises are now using since it allows them to share almost anything like audio, desktop screen, documents, images, software applications, videos, etc. Unfortunately, it is one of the most difficult tools to implement and may require a company to provide this service.

Significance of Virtual Phone Systems

A growing business tends to expand its workforce in order to cater efficiently the business’ growing needs. That means additional employees are hired to fill-up the gap for external or internal positions. Not only does it require additional employees but it also needs to re-adjust its phone system in order to accommodate the growing volume of calls on a day to day basis.

The early phone system can handle the growing business needs through the additional telephone lines. However, this solution may be adequate to counteract telecommunication problems but, unfortunately it can lead to inefficiency and substantial cost. In addition, adapting such systems will also result to bigger problems when it comes to improvements or upgrades. These systems may not work well with the modern technology. These days, the virtual PBX has been preferred by most of the business proprietors to respond to their growing business communication needs. A virtual phone system is already designed to elevate the business communication and that it can be easily integrated with the trending computer, internet and mobile technology.

Most of the virtual PBX phone systems features were designed to provide the business with reliable call management in order to get instant connection with customers, staffs and other business contacts.

Most telecommunication providers pack their phone system service with rich features like toll free or local number, call forwarding, internet fax, voicemail, online account management, virtual extensions, call whisper and many more.

How important are these features? Let us take a look at followme call forwarding. FollowMe is a useful feature that prevents calls from being neglected. It presents the caller with a list of available contact numbers for the intended person to reach wherever he or she may be located.

Office Telephone System Types

One of the most widely used forms of telecommunication system today is the phone system. While most are aware of its use, few are familiar with its details, features and operations. This results in improper installation and therefore leads to ineffective use.

Telephone System, Equipments and Functions
Typical office phone system components includes the main distribution or switching equipments, software application, telephone station set and trunk lines. Advancement in IT (Information Technology) and telecommunication technology in the past decades has introduced modern equipments that added to the expansion of today’s modern telephone systems. Moreover, these latest innovations led to the significant development of quality communication.

Telephone System Types
Despite of these improvements, the major concept of the phone system not been altered. In fact, phone systems can be categorized in different types which include key systems and PBX.

• Key System – It was 60 years ago when this type of telephone system was introduced. With its root stemming to the technology of the electro-mechanical, its most obvious feature is the use of keys or buttons designed to allow a user to quickly connect to a phone line. Modern key systems are purely electronic in nature and make use of a microprocessor to further enhance its functions.
• PBX (Private Branch eXchange) – Early PBX systems are comprise of basic components namely common control, network/terminal interface, phone stations, switching matrix, and transmission media. Its evolution from human operated switchboard to computer-controlled circuits has made it a cost-effective solution for business communication. Unfortunately, some of its equipments are notably bulky which can also take up precious office space.
• Virtual PBX / Hosted PBX / IP-PBX – Continuous research and development have paved the way for a much better alternative to the aging PBX phone system. These modern systems are the fusion of computer, internet and mobile technology. Utilizing these systems does not require the purchase of expensive hardware since all the components are hosted on the provider’s premise.

Pros and Cons of Some Phone Systems

Planning to acquire a phone system is not a simple task. With too many providers in the market these days, comparing each of their system is already bewildering. Moreover, telephone systems come in different types so one could make a wise decision of choosing the right system for their business since each of them has their own pros and cons.

CentrEx (Central Exchange)
This phone system was developed in order to resolve the disadvantages brought about by a traditional PBX system. With a Centrex system, a company will no longer experience the hassle of maintaining the system since it is already located on the premise of the hosting provider. Unfortunately, this system also carries its own sets of disadvantages:

Pros
• There are no requirements to purchase expensive and bulky equipments.
• Features and functions can be customized according to the requirement of the business.
• It is easier to add more phone lines or extensions.
Cons
• The inability to choose the preferred hardware or equipment to use.
• The carrier or provider may charge more for the monthly maintenance and service.
• Additional features are not free.

Key Systems
It is a phone system that requires a metal, plastic or wooden telephone closet where all the wirings are fitted. Key systems are only suitable for home or small businesses use since they only offer basic telephony features like conference call or voicemail.

Pros
• Affordable and less expensive than PBX system, virtual PBX system or other phone system types.
• Easy to configure and set-up
• Requires less space.
Cons
• Limited in features and functionality
• Less modern phone system
• Not user-friendly to operate or configure

Pros and Cons of Some Phone Systems

Planning to acquire a phone system is not a simple task. With too many providers in the market, comparing each of their system is already bewildering. Moreover, telephone systems come in different types so one should make a wise decision of choosing the right one for the business since each of them have their own pros and cons.

CentrEx (Central Exchange)
This phone system was developed in order to resolve the disadvantages brought about by a traditional PBX system. With a Centrex system, a company will not have the hassle of maintaining the system since it is located on the premise of the hosting provider. Unfortunately, it still have its own sets of disadvantages:
Pros

• There are no requirements to purchase expensive and bulky equipments.
• Features and functions can be customized according to the requirement of the business.
• It is easier to add more phone lines or extensions.

Cons

• The inability to choose the preferred hardware or equipment to use.
• The carrier or provider may charge more for the monthly maintenance and service.
• Additional features are not free.

Key Systems
It is a phone system that requires a metal, plastic or wooden telephone closet where all the wirings are fitted. Key systems are only suitable for use with home or small businesses since they only offer basic telephony features like conference call or voicemail.
Pros

• Affordable and less expensive than PBX system, virtual PBX system or other phone system types.
• Easy to configure and set-up
• Requires less space.

Cons

• Limited in features and functionality
• Less modern phone system
• Not user-friendly to operate or configure

Developer Tools and Software for PBX Systems

Businesses and providers alike now have two options when choosing tools and software for their phone system. Just to note, different application and software developer tools now fall in two categories: Asterisk and Non-Asterisk.

Asterisk-Based:
Asterisk is considered as the best software for PBX systems because of its free nature and rich features. The following lists are few of the add-ons and tools that can be utilized together with Asterisk.

• Asterisk-Perl Modules – modules in the form of Perl scripts are widely supported on Asterisk and developed by the Open Source community.
• AstLinux – a Gentoo Linux flavored OS (Operating System) with pre-installed Asterisk.
• AstWind – a Windows version of Asterisk implemented only for evaluation.
• AMP (Asterisk Management Portal) – a PHP/Perl and web-based PBX phone system interface for Asterisk utilizing MySQL database.
• JAsterisk – is a Java-based phone system interface for Asterisk.
• LDAPGet (Lightweight Directory Access Protocol Get) – these are modules that can be customized and configured for multi-server setups, lookups, dial-plans, etc.
• TAFM (The Asterisk Fax Manager) – a fax add-on that making use of Python scripts.

Non-Asterisk Based:
These are add-ons and tools that can be used in other platforms like MacOS X, Solaris, etc.

• Bayonne – a GNU (GNU is Not Unix) telecommunication server.
• Envox – commercial tools using Intel’s telephony products.
• IDP (Intel Diagnostic Products) – are gateways and interface cards for telephony applications.
• Open H.323 – an open-source version of the protocols recommended by the ITU (International Telecommunication Union).
• SER (Session Initiation Protocol Express Router) – another open-source server from IPTel.
• VOCAL (Vovida Open Community Application Library) – are open-source modules use for building telephony frameworks for IP PBX, virtual PBX or VoIP (Voice Over Internet Protocol).
• VOCP (VoiceXML Open Core Protocol) – Perl-based modules for adding IVR (Interactive Voice Response), fax and messaging functions.

The Impact of Internet on Virtual Phone Systems

It was in 1960 when the introduction of IP (Internet Protocol) was made. This was also the period when advanced phone systems like the Centrex (Central Exchange) were developed as a cheaper replacement for traditional PBX (Private Branch eXchange) systems. Among the telecommunication companies that provided their own brand to market this revolutionary phone system were Qwest Communications (Centrex Prime), SBC Communications (Centron) and Verizon-Nynex (Intellipath).

The Centrex provided by these telecommunication companies, back then, were still using analog even if ISDN (Integrated Services Digital Network) technology was already utilized to provide connectivity with the subscribing company. Few providers offer true digital service of this phone system from the likes of BT (FeatureNet) and Telstra (CustomNet). But, still these companies link-up with their clients with the use of copper wires wherein multi-pair are required for multiple stations. One exemption, though, is the C&W (Cable & Wireless) Centrex Service in London, UK which made use of the more advanced fiber optic connections on their virtual PBX.

With the existence of the internet, the distinction between a PBX and a virtual PBX system like the Centrex is now evident. In a Centrex system the hosting provider’s premise houses the hardware used for call control and switching while in a regular PBX system both these components reside in the provider’s complex.

Regardless thought, IP telephony technology has made it possible for voice packets to travel from the users’ phone to the provider then to outside PSTN networks the same way data packets travel in a local area network. This setup ably prevents internal phone calls from traveling outside the company and being infiltrated.

Moreover, by using IP, the voice messages are not the only one transmitted between connected parties, but other data as well, such as images and videos. IP also made data transmission on virtual PBX phone systems to other links more reliable and secure.

Communication Extension with a Mobile PBX System

Mobile devices are small handheld or pocket-sized gadgets that are useful for a wide range of tasks that include; taking notes, web-surfing, personal information management, invoicing, barcode scanning, calling, and many more. These devices were designed to work reliably in different condition and environment.  Up to date, there are already an array of high tech gadgets like media players, PDAs, digital videos/cameras, gaming consoles, ultra mobile PCs, smart phones, calculators, tablet PCs and mobile phones.

These devices, like the mobile/smart phones, are also designed for numerous applications. As a matter of fact other services like the hosted PBX for instance, took advantage of these devices and extend its functionality to operate with them. This led to the emergence of the mobile PBX phone system. This new phone system does not only manage calls on a mobile or smart phone but can also be effective in forwarding data, managing configuration and running application to exploit other PBX system functionality. Moreover, connected devices to the mobile PBX can be easily reached by dialing the defined extension.

The mobile PBX can further enhance the communication effectiveness of the business because it can facilitate connectivity between internal and external teams. With cost management as well as the smart calling features, different teams can now communicate with each other easily and the cheaper way.

Some of its useful features include the call divert; split billing for personal and business calls; time/date based outgoing call blocking; creation of hunt group numbers; and a web-based account for management and configuration.

Although many have thought that these ubiquitous mobile phones serves as a threat to the PBX and virtual PBX system vendors. But with the advances in technology, it became an added enhancement to create yet another business phone solution.

Basic IP PBX Phone System Setup Information

The IP PBX (Internet Protocol Private Branch eXchange) is a type of phone system designed to utilize the internet in transmitting voice, video and other data. IP PBX can also be used in exchanging information with a PSTN (Public Switched Telephone Network). It can also be merged with the VoIP (Voice over Internet Protocol) to avail of cheaper call costs. This IP PBX phone system is available as software, hardware or a virtual variant.

The main components

• PBX software – open-source software from the likes of Asterisk, FreeSWITCH, OpenPBX, etc, can be installed and configured on a decent PC with a minimum specifications of 450MHz CPU, 128MB RAM, Ethernet and built-in sound.

• Phones – SIP phones from Avaya, Cisco, etc. can be purchased and used for this phone system. But sometimes it is easier to get started with the soft phone, such as XLite, that is installed on a PC. Older analog phones, with the use of special adapters, can be utilized as well.

• SIP gateway – allows the phone system to communicate with other PSTN phone networks. In order to obtain this,  a paid service subscription from providers such as OnSIP, MediaRing, VoiceJet, etc. is required.

• Network – a basic home networking behind a NAT firewall or gateway router is all that is needed. It is important to have a static IP address assigned to the IP PBX system.

Setting up the system

1. Sign-up with a SIP service provider. It is recommended to find a suitable provider that offers an affordable service. Subscribe by visiting and registering in the provider’s website.
2. Set-up the network by picking a static IP address.
3. Configure the phones to be used.
4. Install and configure the PBX software.

The Birth of the CentrEx Business Phone System

The CentrEx phone system is a telephony switching service where all the telecommunication equipments and other required devices are housed on a central office. This PBX-like phone system is owned, maintained and managed by the hosting provider. A hosting provider, that gives PBX system services to subscribers, can be a telephone company or a telecommunication solutions provider.

It was in the 1960s when the Engineering Department of the New York Telephone company invented the CentrEX I business phone system. The system was made as a replacement for the PBX switching systems of large corporations. The only disadvantage of the CentrEx I is that it requires the use of a separate 5XB Switch for every subscribers.

CentrEx II was later developed in 1960 by the Bell Labs. The system has the additional feature which makes it more efficient as compared to the CentrEx I. This new innovation has replaced the Step Switches on the CentrEx I with a more reliable 2-stage crossbar network CentrEx Position Link Circuit (CPXL).

In the early part of 1970, a redesigned and a much versatile CentrEx III, also known as Phase 3 CentrEx was later developed. While CentrEx II uses a 2-stage network crossbar, CentrEx III utilizes 6-wire crossbar switches in connecting with a transfer trunk and still uses the CPXL in connecting with other consoles.

In the mid-1970s CentrEx subscribers were transitioned from the 5XB switching system to the modern 1ESS switch. Various developments were considered such as the cheaper logic, storage, and the versatility of the Stored Program Control. Different manufacturers also developed similar services. Nortel for instance developed the IBN (Integrated Business Network) while RingCentral called their system the eCentrex Virtual PBX.

Today, CentrEx is already available in various service types (packaged, data and customized). This is to provide a wide variety of options to cater the different communication requirements of subscribers.

Reasons That Makes a Virtual PBX the Better Choice

Before the PBX (Private Branch eXchange) was introduced companies were having difficulties in looking for possibilities to connect with important departments and contacts the efficient way. These days, the PBX phone system has become a necessity as well as a useful communication tool that enable businesses to operate effectively.

A PBX system works its magic when phones, facsimile machines, modems, PCs and other communication devices are linked to the main number as extensions. Utilizing a traditional PBX phone system can also help in reducing the cost incurred on internal phone calls. As its popularity increases and more features being incorporated this phone system, it has become the choice for businesses in managing calls.

With the increasing demands for features and usability, phone companies and telecommunication providers have developed a new type of phone system that does not only incorporate all of the traditional PBX’s features and functionality but also turned it into a hosted service. This innovation is known as the virtual PBX phone system, which makes use of the internet as a central hub where communication devices can be attached as extensions.

Today, this virtual PBX is the top choice for businesses and organizations because of the following functions:

1. Eliminates the need to purchase expensive and bulky telecommunication hardware since it resides in the hosting provider’s premises.
2. A web-based account enables makes it easier to access, manage and configure.
3. Communication is made affordable since it uses the internet to broadcast calls.
4. Mobility enables the communication to be extended.

With an affordable price, flexible plan and advanced features, the virtual PBX system has revolutionized the way businesses communicate.

Why a Virtual PBX is better than a Traditional PBX

To achieve the communication goal of connecting departments, employees and other important business contacts, the quickest and fastest way requires the use of a private branch exchange or PBX. Businesses have seen the importance of this phone system as an essential communication tool.

How this helpful PBX phone system works? It works by connecting various communication devices or equipments of a company such as telephones, fax machines and modems as a physical extension to the main business number. With the use of a single number, the cost of using too many phone lines can then be eliminated.

With growing demands and increasing popularity, it has become a comprehensive business communication solution for managing calls. As more features are being incorporated, and the technology of the internet and telecommunication being merged, the traditional PBX has evolved into a virtual PBX system. This phone system, also known as a hosted service, eliminates the use of physical lines and wires. It uses the internet, instead, to connect phones as extensions virtually.

Virtual phone systems can efficiently work with many businesses because it does not require the purchase of expensive and bulky communication hardware. Everything resides on the hosting provider’s premise. Meaning, all the business has to do is to plug-in the pre-configured IP phones supplied by the provider or other existing communication tools such as mobile phones, emails and office telephones.

This type of phone system provides the business with an affordable communication system because a call from the internet is cheaper than a call from the traditional phone line. Moreover, it is easier to manage since the system can be accessed via the online command center.

Interface Standards for PBX Systems

In order to extend a PBX system or to integrate it with other devices, such as a public network, requires the use of an interface standard. An interface standard is a physical method of integrating a phone system with another system for the purpose of expansion, data exchange and data collection.

The following standards are used to connect an extension to a phone system:

• DECT (Digital Enhanced Cordless Telecommunications) – is a wireless technology that was adopted for use on cordless phones.

• POTS (Plain Old Telephone Service) – has been around since the advent of the public telephone system. A basic connection service for residential and commercial users.

To interface two or more PBX phone systems requires the following standards:

• DPNSS (Digital Private Network Signaling System) – a network protocol defined by the British Telecom.

• PRI (Primary Rate Interface) – a standard based on the T-Carrier line that provides telecommunication services for businesses.

• QSIG – a protocol, developed by Ecma International, designed for corporate or enterprise integrated voice and services networks.

PBX and trunk lines can be connected by using:

• ISDN (Integrated Services Digital Network) – enables an ordinary phone the ability to have digital transmissions.

• RBS (Robbed-Bit Signaling) – developed by AT & T in transitioning from analog to digital trunks.

Standards for enabling data collection over a PBX system:

• File – the most simple standard wherein a PBX generate a file containing the data collected.

• Network Port – utilizes a port, application or buffer in order for the PBX to send an information.

• Serial Interface – enables data to be sent one bit a time over a communication channel. 

A Glossary of the Most Common Virtual PBX System Features

Planning to acquire a virtual PBX system is a nice decision to help the business provide better customer service and support. To help the subscriber better understand the PBX system jargon below is a list of the most common features that are most likely to be encountered:

Auto-Attendant – automatically redirect a caller to an extension without the intervention of a human operator.

Call Blocking – allows a user to block any phone number.

Call Forwarding – redirect a caller to another destination if the called party is unavailable or otherwise unattended.

Call Screening – a process for evaluating an incoming call before actually answering it.

Call Transfer – enables the relocation of an ongoing call to another number or extension.

Caller ID – provides caller information (name, number or location) to the called party's device display.

Click to Call – converts web traffic into phone calls by embedding the phone number to a web page link that a visitor can click.

Custom Greeting – a message or music that is used in a voicemail, on-hold message, etc.

Dial by Name  – a system that announces a menu of directory extensions to the caller. Often associated with an auto-attendant.

Fax on Demand – a computer-based voice and fax service that lets callers retrieve hardcopy of documents easily.

Internet Fax – a new method of sending and receiving a facsimile via the internet.

Message Alerts – provides alerts via SMS or e-mail whenever new messages arrives.

Music on Hold – a feature that plays a music or message to a caller while waiting on hold.

Online Management – a management system included with a hosted PBX system for easy online configuration.

Voice mail – a feature for recording messages on a centralized system for later retrieval.

Common Virtual PBX System Features

To allow an organization to connect its existing phone lines to a single number requires a virtual PBX system. This system is a network of communication channels that exists on the hosting provider's premise. In short, a company does not need to worry in purchasing expensive communication equipments or maintaining its own phone system.

This system revolutionized the way business communicates by presenting advanced features that utilizes the power of the internet. The following list showcases few of the most common virtual PBX features:

• Auto-Attendant – this is a feature that automatically transfer callers to different extensions, without the intervention of a human operator, by offering a simple menu system.

• Toll Free Phone Number – this is a special telephone number that allows callers to dial the business for free. Most suitable for businesses that offers free customer support or services. It may come in different prefixes such as: 800, 866, 877 or 888.

• Voicemail – sometimes called a messagebank, vmail or VMS. This feature enables a caller to leave a message in case a call is unattended or unanswered.

• Call Forwarding – also called FindMe or FollowMe service. This allows a call to be redirected to another number such as a mobile, home phone or even abroad.

• Internet Fax – a feature that eliminates the requirement of a tradition fax machine. Instead, it offers the most modern and convenient way in sending/receiving facsimiles by utilizing the internet.

• Virtual Local Number – a number that is not directly associated with a phone line. Instead, it is programmed to be redirected to any number. This allows virtual presence in different key cities.

With a virtual phone system a business can provide the best customer service without any hassle because everything is taken care by the hosting provider.