Telephone Switchboards

Where an organization or company receives many calls per day, an electronic switchboard can be used to filter, direct and monitor calls. An institution or company is usually connected via its electronic switchboard to a Telkom telephone exchange by one or more telephone lines. In the case of large organizations, these lines are ISDN lines, each of which can handle many telephone calls simultaneously. In the case of very large organizations, these lines may even be optical cables that can handle an extremely large number of incoming and outgoing calls.

The internal users of a PBAX (Private Branch Automatic Exchange) switchboard are able to make calls to one another without going through the public telephone network, thus saving costs. Users can also place calls to pubic lines without going through a switchboard operator. Certain numbers, such as all trunk calls, however, may be blocked out for specific extensions. Such calls must then be placed through a switchboard operator. Modern PBAX systems are built around computing systems that manage all calls and facsimiles. Call information, including date, time, duration, and number called, can easily be logged. PBAX systems can also produce accounts that specify the number called, date and time of call, and its duration. These switchboards can open voice mail postboxes for each number, which are automatically activated when users are not at their places of work. The switchboard also has the ability to activate an individually programmable answering mechanism, that is, an internal or external incoming call is put through to a number in a department that is always answered. The switchboard has a programmable ability that enables each user to activate call-following, allowing incoming calls to follow the user to any new number (permanent or temporary) where the user will be.

It is clear that a PBAX system requires well-trained staff to operate effectively. The management of such a system will require that employees are also able to use the telephone exchange's database of call handling effectively. Many people now have access to telephones for the first time - and use them frequently and without hesitation. Large organisations' incoming lines can become clogged, and, if internal telephone numbers are not available to clients, can clog switchboard operator numbers. This can create very dissatisfied clients.

A telephone switchboard may form one component of a well designed system for managing information. A Call Centre is one possible technological support for managing information services, particularly in larger educational organizations