These capabilities are sold in one of four categories.

1. A software package alone which can be used with a variety of common line cards, such as from Dialogic or Natural Microsystems.
2. Turn-key systems which include the computer, software, line cards, and digital phones that are usually provided by an integrator.
3. LAN-based systems which also eliminate the need for telephone stations and wiring by sending the call directly over the LAN cable to a user`s telephony-enabled desktop computer. LAN technologies such as fast Ethernet and ATM are typically used.
4. Hermetically sealed complete units for the small business or SOHO operation.

The advantages of using a communications server over traditional PBXs revolve around two themes: independence and agility. A computer-literate person can easily support changes and upgrades to the system without vendor help while day-to-day administration is assisted by graphical interfaces and context-sensitive help screens. Easily acquired, generic components and off-the-shelf applications accepted by these systems reduce costs and the dependence on proprietary, vendor supplied parts and schedules.

However, one of the most attractive reasons for going down this road is the ability to integrate the handling of other forms of communication services in the same server and add them incrementally when they are needed. Besides the basic call handling functions, such as switching and call forwarding, other communications services that can be handled by the server might include advanced automatic call distribution (ACD) features, auto-attendant, predictive dialing, interactive voice response (IVR), internally performed computer telephony integration (CTI), voice mail, e-mail, fax mail, video mail (collectively known as unified messaging), web server, proxy server, browser message access, database access, and standard application program interface (such as TAPI, TSAPI, JAPI) support.

The disadvantages of using this approach for important business communications is some short-term technical limitations and long-term management concerns. While there are many such systems on the market, most do not support digital sets and digital trunks and the typical system size is under 100 stations. The features of advanced digital sets could be provided to a user through screen icons and prompts between the desktop computer and the communications server in most instances. However, all of these issues will soon be addressed.

Over the long term, the flexibility advantages of the PC-based telephone systems could become the major disadvantage. We`ve seen this before during some of the early days of downsizing mainframe applications to run on a server/LAN configuration - unexpected complexities, incompatibilities, and lack of expertise. Should you or your integrator decide to build or enhance a PC-based phone system, some basic computer systems concerns may crop up. These would include application design integrity; application compatibility with current hardware, drivers, and other applications running in the server; server performance, reliability, and security; and the level of computer and telephony expertise of the system administrator. This is a new world where experience and standards are just emerging.

One final thought. Today's rapidly moving environment is changing the business model from "plan and execute" to " prepare and respond". PC-based telephone systems may become a necessity in order to accommodate this change.

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