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Description Of NEC UNIVERGE SV9100 Inbuilt ACD (automatic call distribution, call queuing, reporting)

March 2, 2015 in Pyer, Uncategorized by Frank  |  No Comments

What is an Automatic Call Distribution (ACD) system – also known as call centre software, queuing software or a queuing system

ACD distributes incoming calls to a specific group within the system. Members of the group are called agents.

The new NEC SV9100 Series ACD can handle high call volumes with a minimum number of resources while reducing caller hold time and distributing call volume evenly among employees.

NEC UNIVERGE SV9100 voice servers have built in flexible and extremely cost effective ACD system software, also known as call queuing software and call center software.

As always, I will present it from a practical point of view; easily understandable and to the point.

In build ACD (requires license) is a very capable call distribution system and is very often overlooked due to an assumption that because it is integral and very inexpensive it is not flexible.

The system is very flexible and is an excellent value. Licenses are offered as a single unit for 64 ACD groups and up to 512 agents, with no extra cost per seat – ever. This is a great value. The majority of other ACD systems come priced per seat – meaning that each additional seat/agent requires an additional license.

NEC SV 9100 ACD is designed to:

  • Effectively handle incoming calls – by distributing calls on “fair basis” or a skilled routing basis, with priority to serve the caller as soon as possible. It is usual that after a predetermined waiting time calls can overflow to other groups, agents, voice mail, reception, an outside number, a networked system or elsewhere to assure a customer service response as quick as possible.
  • Incorporate waiting messages with information about approximate waiting time and a company promotional message.
  • Utilize a Management Information system (MIS), which provides for real-time monitoring of calls and agents as well as managing analytical data and reports.


  • NEC Univerge SV9100 ACD is built into the system CPU – no additional external equipment is needed for functioning, meaning that it is cost effective. No compatibility issues exist with external equipment, and it boasts simpler maintenance and higher reliability.
  • It is activated via license from SV9100 CPU. Once activated it allows programing of 64 groups and 512 agents, an incredible value. Basic licenses come with 1 real-time monitor license and 3 agent client licenses.
  • In built voice mail/VRS (called inmail) system provides delay announcements, progressive queue depth information (“You are 3rd in the queue”), option to go out of the queue option – like live the message etc. Assignment is very flexible and can have different messages for each group as well as different trigger timers and combinations of messages.
  • Basic queue information and alarms can also be displayed on handset displays (based on pre-set thresholds).
  • Each agent can log into 1 or more groups depending on the requirements of the day and skills – always knowing which queue call is coming from, assuring correct answering. Login status is displayed on agent LCD.
  • Skilled based routing – available agents can be rated by skill – giving priority to certain agents – favoring best performers or any other criteria set by customer.


  • Handsets can be programmed to answer call automatically using headset for privacy and convenience
  • Text Messaging – Send a text message to an agent or a group of agents Emergency Call – Allows an agent to request assistance on a call from their group supervisor
  • Wrap-Up Timer – can be set automatic or manual to allow agent to process information about the previous caller
  • Rest/Off Duty Mode – meaning ‘I am here and I am not taking calls (note: immediately recorded on supervisors display as well as in historical data)
  • If agent leaves the desk and does not log out, the system logs him/her out and routes calls to another agent
  • Caller ID based routing – Returning call from certain caller ID number can be directed to the person who spoke with him before
  • Only the main features are mentioned – there are numerous combinations of programing combinations possible for customisation.

MIS – Management Information Software

NEC SV9100 ACD MIS software is a very important part of the package, which allows supervisors to monitor a queue’s performance and agent activities in real-time as well as accumulated historical data.

It is a very important tool to measure performance of the queues/agents and quite often there is a visible big screen in the room for everyone to see the real-time activities and performance.

All information is individually adjusted to change color on certain threshold value. For instance when there are less than 3 agents logged in, red will display, when less than 5 agents are logged in, yellow will display. The same principle can apply to clients waiting in the queue.

Historical data is very important in order to measure performance. Even if not used often, there is psychological “pressure” on agents to perform due to the knowledge that it monitoring is possible. Data can also be utilized to determine which times of the day and days of the week are busiest – allowing planning of staff time.

Some of the features/benefits of the NEC SV9100 ACD MIS

  • MIS Software is a Windows-based software program which monitors call activity
  • Can have up to 5 Real-Time Monitor Licenses (1 Included with MIS)
  • Agent/Client Licenses for RTD (3 Included) – A small monitoring window for the queue and messaging system – can be purchased for every agent (cost effective)

Examples of real time monitoring configuration (customisable)

  • Real time changes monitored
  • Status for each individual agent – colour coded for easy visibility by glimpse (e.g. on ACD call, on non ACD call, wrap up mode, break, logged out)
  • Numbers of calls in the queue – and longest waiting time – allows immediate actions to log in additional agents when necessary
  • Queue status and how many agents are logged in
  • Queue Monitor Graph – Compounded data up to time of the day. Data could be presented in bar graph or numerical form
  • Agent Performance
  • Call Traffic
  • Queue Performance Graph
  • Queue Summary Graph
  • Queue Summary by Hour Graph
  • Supervisor can customise monitoring screen with data to be monitored, colors and trigger thresholds for color changes as well to monitor 1 or more groups

Some examples of NEC SV9100 ACD MIS historical reports

Historical reports can be run for any period of time e.g. week, month, or a custom date range.

  • Agent Time Management – e.g. average call duration, wrap up time, active time, break mode etc. – allowing for comparison of agent performance and action for improvement to be taken
  • Agent Performance Summary
  • Agent Traffic by Hour
  • Agent Call Summary
  • Agent Login/Break Timeline
  • Group Call Summary, Group Call Summary by hour, day…
  • Group Call Traffic, Group Call Traffic by hour, day…
  • Abandoned Calls, total, per hour, per day… very important management indicator
  • Group Service Level – how answer targets are met in percentage time
  • Group Service Level by hour, day….
  • Call Detail by Queue
  • Individual Call Detail


As it is clear from a brief description of the NEC UNIVERGE SV9100 ACD (call queuing, call centre software) that it is very flexible built in ACD, which costs a fraction of the cost of similar ACD software. For ACD to work, no external equipment is needed. MIS software requires only a basic PC server to operate.

Let Pyer Help You with Next Steps

Pyer communication can assist you in provisioning a complete system or upgrade your existing system for ACD/MIS functionality. We can assist you to evaluate your business needs in simple terms and propose a solution for your business based on your individual needs.

We can review and upgrade or relocate your existing NEC system providing high reliability and bringing experience in the job.

For a no obligation consultation and quote contact us at:

1300 761 030
email us at

The next in connection with ACD/MIS deployment – to be covered in another post are for example:

  • Integration of ACD with NEC Desktop applications (CTI – computer telephony integration)
  • Using KCCIS or Netlink for linked sites 1300 761 030, 03 9397 7988

Patch Cable/cord Management – Spare Patch Cable Management – Ezyhang

July 17, 2012 in Pyer by Support Semcore  |  No Comments

Cable management or more precisely patch cable management is one of the most important aspects of our daily computing and telephony needs.

When patch cables are a standard companion in your everyday life, you know how important it is to keep them systematically sorted.  Your ability to organize these cables is what makes the difference between your job becoming a breeze or a nightmare.  Everyone is familiar with the cringe of stumbling upon the infamous tangled disaster of cables, also known as “electronic spaghetti.” Sometimes after hours of careful and tedious sorting, you finally manage to find the cables you were originally seeking, only to walk in the next day and discover that one of your co-workers has single-handedly recreated the spaghetti phenomenon all over again.  When does it end?

“It all ends here with the EZYHANG Patch Cable Organizer”:

Solving this common struggle is a brand new product on the Australian market, the EZYHANG patch cable organizer. Its ingenious design is perfect for keeping all of your patch cables separated, including CAT 5, CAT 6, fibre, audio and coaxial patch cables. It’s a clever rack, carefully customized to mount on the back of any door or wall as needed with a couple of screws. This organizer only takes minutes to mount and install where you need it the most, in the easiest possible way. Once installed, each cable hangs securely and is stored completely out of your way, freeing up more space for everything else in the work room.

The added ability to hang fibre patch cables, audio and coaxial patch cables securely is a huge advantage as well, opening up the scope of use for a wide variety of people. Whether you use coaxial patch cables for your home video equipment and HAM radios, or whether you’re a large telecommunications business with a growing staff, you can experience for yourself what an asset the EZYHANG patch cable organizer is for you!

Traditional Approaches to Cable Management:

You might have observed that the well organised cabinets usually include horizontal cable management, which comes most commonly in 1RU (RU = rack unit) size cable managers, either finger type or closed type. Generally it is put between every 2 normal density patch panels or 2 for 1 when double density patch panels are used.

1 RU cable management – finger type – most common


Closed type patch cable management   looks pretty neat and is more suitable for places with few and infrequent changes. If there is a requirement of frequent changes then ad hoc cable type is less practical due to time consumption necessary to do the changes. For frequent changes, finger type cable management is much more appropriate and more suitable.

They also come in 2RU size and although it is much more lavish and looks better in most practical applications it might be overkill due to the space requirements.

In larger or multiple cabinets, vertical cable management is often applied to keep patch cable organised.

Problems We Generally Face With Such Kinds of Cable Managements:

Even though the above mentioned uses of cable management are very common and widely applied, however they are unable to fulfil common problems like:

–          Where to keep spare patch leads such that they are visible and easy accessible

–          Having clear visibility of the length as well as colour of cables available

–          Where to store them when changes are made

–          One of the quite common practices is to keep them in the draws or boxes which makes them pretty hard to be found, hard to know how many are available and what type and when there is a need to replenish them

very often user have to search through something like this – not a big pleasure – risky, do not know how many they are free… messy, …


What Makes EZYHANG Patch Cable Organizer such a Revolutionary Product:

We at PYER communications noticed all these problems and devised a new type of cable management called EZYHANG.

The purpose of EZYHANG:

–          To have all patch leads visible and easy to find

–          See availability immediately by lengths, colours, types, etc.

–          Pick it easy from  EZYHANG and hang it easy (forget the spaghetti)

–          Improve safety of your work place

–          Enjoy your patching instead of dreading it

Features of EZYHANG:

  • EZYHANG have different size slots to accommodate up to 80 or more different patch and test cables
  • It features CAT5 and CAT6 cables as well as fibre patch leads
  • Telephony fly leads
  • Audio patch leads and HDMI cables
  • Coaxial leads, serial, VGA, etc.
  • Power cables
  • And several other features

EZYHANG – patch leads and other types of leads visible and clear (patch leads, elctrical. telephony, fly leads, USB, ….)

with EZYHANG – all clearly seen and EZY to use

image 3

If you need more space just add few EZYHANGS’s next to each other, just like shown on the picture above or if you have very long patch leads simply loop them over.


Every tech, every cabinet, every administrator, every tester, every handy man, every audio tech need EZYHANG(s).

variety of cables on EZYHANG – hang them all and see them all

Variety of cables on EZYHANg - hang them all

EZYHNAG on side of the communication cabinet – eazy to see and eazy to pick

image 51

What are the Key Benefits of the EZYHANG patch cable organizer:

–          EZYHANG is by far the most space efficient way to store various lengths patch/test/connection cords and cables.

–          The EZYHANG organizer saves time by eliminating the frustrating searches for that missing cable; increasing your workplace productivity tremendously.

–          It’s a lightweight organizer that’s easy and inexpensive to ship and quite convenient to install.

–          The EZYHANG can be placed anywhere, making it an incredibly versatile product for anyone who uses it.

–          It makes sharing a workspace with others pretty simple, so this leaves you with more time for getting the job done instead of searching for cables only to discover that the right length, type or colour is missing and you have to end up wasting your time buying some only to discover next day that you have a stack of them in the bottom draw

–          The smooth edges of EZYHANG are an added safety feature, protecting your hands and the cables from any minor damages due to rough handling

Available at PYER communications (hyperlink)

For wholesale enquiries please Call 1300 761 030



What do Cat5e, Cat6, and Cat6a data cables have in common?

July 10, 2012 in Pyer by Support Semcore  |  No Comments

Following up on the top 10 mistakes when data cabling – When talking about data cable, specifically Cat5e, Cat6, and Cat6a, it’s obvious that they have quite a bit in common. Each of these cables uses 4 pairs of twisted wired, inside a shared jacket. All three utilize RJ-45 jacks and plugs. Each type also has a distance limitation of 100 meters, which includes the length of any patch cables on the ends of the link.

In fact, you can interchange parts among the three cable types; for instance, using a Cat5e patch cable with Cat6 house cabling. However, much like a chain is only as strong as its weakest link, a mixed system can only perform at well as the level of its lowest link (in this example, the Cat5e patch cable).

So – what’s the difference?

The only real difference is in transmission performance. Each cable upgrade carries a reduction in signal loss and cross talk as well as corresponding increase in bandwidth. Obviously, each upgrade is also correspondingly more expensive. So the question becomes, how much are you gaining for the increased price? Instead of talking about SNR ratios or near-end-cross-talk requirements, let’s look at what the various cables offer as far as their Ethernet performance.

Cat5e:   1 Gigabit Ethernet to 100 meters               10 Gigabit Ethernet to 45 meters

Cat6:    1 Gigabit Ethernet to 100 meters               10 Gigabit Ethernet to 55 meters

Cat6a:   1 Gigabit Ethernet to 100 meters               10 Gigabit Ethernet to 100 meters

Each of the three standards support transmission of one Gigabit, and this is sufficient for the majority of network operations. When 10 Gigabit is used, it’s not typically used for workstations, but instead for aggregation links between switches. While it’s doubtful that many operations will need 10G data transmission to their workstations, it’s not unreasonable to design your system with the idea of maximizing it for future needs. When you look at it this way, you can see the limitations of Cat5e and Cat6.

Data closets are placed with the assumption that they can be as much as 100 meters from the workstation; that means with 10 Gigabit Ethernet, only Cat6a will be adequate, and as such is the best choice to “future-proof” your operation

Want to know more about data cabling your business?

Contact Pyer Communications about all your Melbourne data cabling needs.

Top 10 mistakes when data cabling

June 25, 2012 in Pyer by Support Semcore  |  No Comments

In the early days of data cabling, the people charged with running cable were often people who hadn’t been properly trained in the sometimes tricky ways of network cable.

Electricians and phone techs often got the job handed over to them simply because their own jobs involved running cable. But while telephone cables are quite forgiving, data cabling has some stringent specifications. For clarity sake, we aren’t talking fiber cabling here, but twisted pair cables. The next time you’re installing cable, make sure you stay away from the top 10 mistakes when data cabling:

Mistake 1: Not planning for the future

Let’s assume that currently, your business is running 100 Mbps network connections. Now, you plan on moving to new offices, and will be installing new cabling. You have a choice to make: should you run cable that is merely compatible for what you’re desktops now? Or should you go ahead and install cable that is superior to what your needs are, but will last you several years into the future? You may think that you’re saving money by buying the less expensive cable that fits your current needs; however, the physical installation is actually the largest cost. You’ll actually be saving money by going with the more high-end cable now. This way you’ll know that you’re set for upgrades in equipment in the future.

Mistake 2: Using different cabling for voice and data

There was a time when twisted pair cabling was pretty expensive. Voice only needed cable with a single pair of wires, so to save money, companies would install separate – cheaper – cable for voice, and use the larger part of their budget to install twisted pair cabling for data.

These days, the complete cable install can still pretty expensive, but as mentioned, it’s the physical labor that’s the greatest part of the costs; the cables aren’t that costly. What’s more, now that so many businesses are using VoIP, voice needs in many operations requires data-level cabling. Truth be told, if you have the proper equipment for VoIP, you might be able to make do with your current data cable. Then, you can use the Ethernet switch on your VoIP device and in that way avoid paying to run multiple cables.
Point being, don’t assume that you must use the older category 3 cabling for voice. Match the data cable type if you find you must run separate cable for phones.

Mistake 3: Not using cable management

Cable management is sometimes seen as a luxury; after all, it does raise the cost when you add in the ladder rack, rack-based cable management and other necessary equipment. But the addition of management now will lower costs in the future; after all the initial installation isn’t likely to be the end of all your cabling work, and we’ve already determined that labor is the largest part of cabling costs. At minimum, all cables should be clearly labeled and/or color coded – whatever system works for your operation to identify cables when necessary.

Top 10 Mistakes when data cabling

Mistake 4: Running cable in parallel with electrical cables

The cabling used for data is called “UTP” – unshielded twisted pairs. The low voltage that passes through the cable generates a magnetic field – a critical part of the function. Since the cable is unshielded, when you run it in parallel with electric cabling, it interferes with the magnetic field and as a result your communication will be distorted and noisy. You many have complete breaks in transmissions, or extremely slow transmission rates because of constant interruption.

When you must go near cables carrying electric power, cross them in perpendicular.
A true story: Back towards the end of the 90s, I was investigating a new installation of coaxial cable to determine why it wasn’t working. It ran from one building to another building that was quite nearby. When I got to the site, before I even entered the building I saw that the coaxial cable had been twisted around the power lines over head to carry it from one building to the next! Obviously, the problem wasn’t hard to spot!

Mistake 5: Running cable near “noisy” devices and fixtures

Electrical cables aren’t the only thing that can introduce noise into your data transmissions. Nearby motors, fluorescent bulbs – in fact, anything that sheds electrical or magnetic interference can cause problems with your data. When you plan your network cabling, be sure to create a pathway that stays clear of these sorts of devices.

Mistake 6: Not minding distance limitations… to a point

If you’ve got any cabling experience, you should already be aware that UTP cabling running typical Ethernet (up to 1 Gbps) has a 100 meter limitation. If you’re running cabling for other uses, however, you need to keep the distance limitation of the cabling you’re using in mind. For instance, if you’re installing cabling to run 10 Gbps, you’ll need to use Category 6A cabling (or better) for up to 100 meters distance.

Mistake 7: Not following laws/codes/ordinances

The importance of this can’t be stressed too much. Failure to follow local codes can put your safety personnel into dangerous situations. For instance, most localities prohibit the use of PVC-jacketed cabling in air handling spaces. That’s because PVC creates highly toxic fumes when it burns, creating a very hazardous environment for personnel who may have to enter the area in a fire or other emergency.

Not following your local codes can lead to hefty fines; you’ll most likely also be required to rip out and redo all your cabling – not an inexpensive proposition. The point is, find out what your responsibilities are in regard to local ordinances, and be sure that all contractors are following the codes as well.

Mistake 8: Not testing your cabling infrastructure

After the installation is complete, you need to check every cable to verify that it will be able to do the job it’s intended for. Check each cable length and ascertain that cable specs are matched to the needs of the cable. If you need transmission speeds of 1Gbps, you must confirm that the installed cable supports it.

Top 10 mistakes when data cabling

Mistake 9: Not following standards

Since each cable consists of only eight single wires, why not terminate them at random? As long as you’re consistent, and use the same scheme for all your cables, it shouldn’t matter, right?

Actually, it does matter. That’s why we have cabling standards that take the position and pairing of each wire into consideration. If you stray from the standards, you may very well end up with inefficient data transmission and noise that negatively impacts your network. The standards in this case are EAI/TIA-568-A and B; they mandate the method for termination of data cables.

Mistake 10: Not running a cable when you need one

Every time you add in an Ethernet switch, you’re taking the risk of adding inconstancy into your network – no matter how well designed it may be. Generally, mini-switches get when people just want to add a port or two, so there isn’t often a lot of traffic planning done. However, this can cause problems if the usage of the new ports isn’t taken into consideration. If they’re going to be heavy users of the network, it can create a data jam where you least expect it. So, unless you’ve got a very good reason not to, it’s best to run an extra cable instead. In fact, run two; the cable is cheap, but the labor will be about equal.

Top 10 Mistakes when data cabling

If you need Data cabling installed in Melbourne – Please contact Pyer Communications

Data Cabling in Melbourne

June 14, 2012 in Pyer by Support Semcore  |  No Comments

At Pyer Communications, not only do we provide superior business phone system work, our team is also highly trained and proficient in the installation of data cabling. We’d like to go over a few of the services that we can provide and explain why we believe it is a beneficial service for your business operations.

Expert and Professional Installation

Data cabling in MelbourneIn order to have efficient communications and operations, it’s vital that your data cabling system is installed correctly, in accordance with all standards and codes. Improper installation results in slowed transfer of data and communication drop outs; this reflects poorly on your business and can lead to a loss of clientele. We understand the needs of your business. We’re experts in data cabling systems installation, no matter what your needs may be.

Tailored Solutions and Installations

We know that each business has their own specific needs for data cabling; there isn’t a “one size fits all” type of solution. We take pride in our ability to provide a customised solution for your operation, based on your specific needs and budget. We take the time to make sure that our customers understand the “whys” behind everything involved in the project, so they feel comfortable with all the decisions.

Repair of Data Cabling Breakdowns

Not only are we experts in data cabling installation, our team is also ready to analyse and repair malfunction systems – even if it’s completely down. If your system is causing interruptions to your business operations, we take it seriously and get you back up and running as quick as possible.

Minimal Interference with Your Operations

Everyone knows the old saying “Time is Money”, and it applies equally to any type of business. We make it our mission to perform our job with a minimum of interruption to your business operations. In order to maintain your company’s integrity, it’s vital that you have an easy and unobtrusive transition from your old system to the new, and it’s our goal to make that happen.
We hope that this information has been helpful in explaining some of the data cabling services that we are able to provide here at Pyer Communications. If you would like more information on our services the process is simple give – contact us.

Multiple Numbers To The Same Handset

May 19, 2012 in Pyer by Support Semcore  |  No Comments

ISDN services allow for flexibility of multiple numbers coming to the same extensions and allowing distinctions between them:

  • One call might be a “usual” direct number or main company number.
  • Second call is used for different branch of the business – which want to be presented as independent.
  • Another might be for different business name or current promotion.
  • One might be for VIP customers only.

There are two major ways to make the calls distinctive on NEC systems:

  • One is by DNIS (dial number identification service).  In this case, calls appear on the same button and the display shows which number the customer called (i.e. business ABC, 1800 number, private line, etc.)
  • The other one is when each number arrives on different button, allowing distinction by:
  • DNIS – as above.
  • Also by button position and marking.
  • Also by different ringing tones.
  • Also allows to organise priority of ringing and answer for simultaneous calls arriving at the same time.

There is also possibility to combine the 2 of above options

In both cases, most of the systems will show the calling party number (if not blocked) and match it with the name on speed dial list. Newer software on NEC SV8100 systems can also show a short memo about the customer on phone display.

The above features allow much more effective handling of the calls, and greater flexibility in business development, presentation and campaigns.

The above features are widely used in serviced offices to allow receptionists to answer the calls, with the names of numerous businesses occupying the premises and transferring them to the users. This allows presentation of a smaller business as a business with multiple departments.

PYER communications provides communication systems and ongoing service for serviced offices.

For more information contact PYER communications

How to change the time on NEC SV8100 Business Phone Systems

May 7, 2012 in Pyer by Support Semcore  |  No Comments

A video describing how to change the time on a NEC SV8100 Business phone.

Rotary Groups vs. In-dials – Statistical Advantage

April 18, 2012 in Pyer by Support Semcore  |  No Comments

ISDN lines and good VoIP services have a major statistical advantage in line usage for companies, with multiple incoming numbers compared to classical analogue telephone lines.

Companies can advertise 4 different business names:

  • Business A has 8 lines with line hunt group – limited to 3 simultaneous calls.
  • Business B has 6 lines line hunt group – Max 6 calls at the time.
  • Business C has 10 lines line hunt group – Max 10 calls.
  • Business D has 3 lines with line hunt group.

In total, the company has 27 lines for voice call divided into 4 line hunt groups.

Each of the businesses is able to receive/make maximum number of calls, limited to the number of lines in their group.

Examples might be:

  1. Business D receives 3 calls – next caller gets busy tone.  Despite that, all the other lines (or number of them) for business A, B and C are free – which result in very inefficient usage of the lines, missed calls and high line rental due to number of lines.
  2. Company implemented ISDN service (or appropriate quality VoIP lines), i.e. 15 channel service.  In this case any of the businesses can receive/make at any time up to 15 calls, or any combination of:
  • Business A 5 calls, business B 2, business c 4, business D none + 4 channels available for incoming or outgoing calls for any user or incoming for business
  • Business A 2 calls, business B 1, business C none, business D 5 – 6 channels available for usage

The examples above lead to conclusion that using ISDN lines (or good quality VoIP lines) has major efficiency advantages compared to analogue line hunt (exchange based), which also translates in cost savings due to necessity for smaller number of lines – this is true as more different numbers are used within the business (or group).

The above is also very applicable to serviced offices with multiple businesses renting the premises


Practical Advantages Of ISDN

February 10, 2012 in Pyer by Support Semcore  |  No Comments


The following article will explain, in simple terms, the advantages of ISDN services by looking at the considerations of business owners. ISDN lines are well-defined standard digital lines that are robust and practical .Voice Traffic is going to be considered, mostly due to the factor that other data services, such as DSL, are more practical for data usage.

ISDN services come in 2 different variants:

  • Basic rate (BRI)- in multiples of 2 channels
  • Primary rate (PRI) – starting from 10 channels and increasing up to 20 or 30 channels. Some carriers offer the option to increase the initial 10 channels to any number of channels up to 30.

Technically there is no difference between BRI and PRI. The PRI variant is recommended if 10 or more channels are needed. Multiple BRI services function as a single unit (i.e. 5 x BRI/SDN2 will work as PRI 10). Multiple PRI services also function as a single unit.

Quality and reliability of the ISDN lines is very high and offer additional practical advantages:

  • Guaranteed High Standard Voice Quality (64 Kb/s). This eliminates possible voice quality degradation which can occur when PSTN lines or VoIP services are used. The quality to the exchange is always guaranteed but the final call quality might be affected by network factors. Another advantage over PSTN and VoIP options is that the call connections are instantaneous, with the exception of calls to mobiles that are limited by the network.
  • In-dial Number Range. This allows the equipment (PBX), to be programmed with a great degree of flexibility. Examples include
    • Individual numbers directed to nominated extension(s)
    • Allows calls to be answered by different company names or departments,
    • Allows different numbers to be terminated to the same extension, which can be recognised by the user

The industry standard is 100 numbers, and can be greater if required. The In-dial range eliminates the needs for “line hunt” to be set at the exchange. Statistically, the ISDN system line utilisation is superior over PSTN line hunt groups as ISDN systems require fewer lines/channels. This is particularly useful when multiple companies, departments are operating on the same site. Most PBX systems and carriers will allow outgoing numbers (i.e. the number showing up on mobile phones) to be chosen. This directs the person who was called back to the original caller rather than to a receptionist. This is more efficient and frees up receptionists for other tasks. The default feature of ISDN systems is to show incoming caller number. The cost of the in-dial range is generally $30 + per month and is valuable investment for most businesses.

  • Analogue Extensions – ISDN service. When implemented well on PBX, this allows additional savings on lines due to the fact that services such as faxes, EFTPOS machines, dial up modems, cordless handsets etc. can be incorporated into the system as analogue extensions. This can result in savings of approximately $400 for each separate line/service, which is currently being used via an ISDN service.
  • Pricing – ISDN services (especially PRI) are widely available with a range of carriers. There has been significant competition in the Australian market in recent years that has resulted in significant price reductions. Businesses can benefit greatly from the combination of ISDN reliability and flexibility, and at the same time save on call costs and line rental. These saving can be very significant. Although BRI services are provided by Telstra only, there are other carriers who will take on full rebilling at reduced cost. Most carriers will allow you to keep your existing PSTN numbers, so no change of stationery will be required. Most carriers will allow for number portability between different exchanges, which can be a significant cost saving factor when your business is relocating to a different area.
  • Voice Mail – PBX systems allow for easy programming and integration of voice mail systems. For example, the system can be programmed so that unanswered calls are answered with a personalised message or the call can be rerouted to the reception or an alternate department.

In conclusion, ISDN systems today are a very viable telecommunication solution for most SME due to their robust construction, reliability, flexibility and price competitiveness.

If you require further information (or you want to get more confused) call PYER Communications on 1300 761 030 or 03 9397 7988. Alternatively you can visit and PYER communications can provide your business with a personalised professional service.