PSTN Switch Off

The ‘PSTN Switch Off’ which was originally due to happen in 2025 has now been postponed by just over a year. If you are still relying on traditional analogue ‘phone services running on copper wires, then I am afraid change is unavoidable. Unfortunately this is a bonanza for unscrupulous telecoms salespeople. So beware of getting locked into a long contract for services that don’t meet your needs. Take your time, get impartial advice and do your research.

If you have a simple system, e.g. a single line to your office, then your existing supplier will probably offer an upgrade to Digital Voice (also known as VoIP). This may be as straightforward as an adapter plugging into your router which you can plug your existing handset into. Or they might give you a new router you can plug your handset into. However although this might be the least hassle it may not be the best solution for your needs, particularly in terms of cost effectiveness. And you may be missing out on the extra opportunities Digital Voice technology can offer.

If you have a more complex setup, such as a switchboard, then you will need to invest in a digital PBX. This could be a system that runs on your own hardware on site. However this requires a certain amount of effort and expertise to setup and maintain. Alternatively there are many suppliers offering managed cloud based solutions that are flexible and easy to setup. These normally come with a monthly fee based on the number of users.

Digital Voice

Digital voice normally provides as standard features that are unavailable or extra cost on analogue systems. These include:

• Call forwarding;
• Call waiting;
• Caller id;
• 3 way calling;
• Fully featured voicemail;
• Connection to on-line directories (such as Google Contacts, CardDAV, LDAP) for convenient dialling and caller identification.

Digital PBXs offer a rich variety of features, including:

• Hunt groups;
• Group pickup;
• Call transfer;
• Interactive voice menus (the dreaded press 1 for…);
• Call queuing (with the dreaded music on hold…);
• Conference calls;
• Call direction based on caller id, time of day;
• Call blocking based on caller id.

While you can often re-use your existing analogue handsets, by plugging them into an adapter or router, to get the maximum benefit you need to use handsets designed for Digital Voice. A wide range is available, including economical basic handsets, sophisticated desktop models with screens, and cordless handsets. Many routers function as DECT base stations for cordless handsets, e.g. the Fritz!Box range from AVM.

You can also use apps (softphones) running on desktop or mobile devices to make and receive calls. Note that most mobile softphone apps are battery draining, so I recommend the apps from Acrobits which utilise unique ‘push’ technology to overcome this. Also it’s probably best to limit use of mobile apps to when a Wi-Fi connection is available, to avoid excessive consumption of mobile data.

Digital Voice services are more flexible than traditional analogue ‘phones, as they can be accessed wherever an Internet connection is available. So staff and volunteers can effectively have their own extension at home, and seamlessly use the same extension if they happen to be working in the office. Or you could even do away with the office all together and everyone would be connected wherever they are working. This also enables staff and volunteers to be directly contactable by the public without having to disclose personal mobile numbers, which could pose privacy and security issues.