Call Center Operation

30 2.2 Network structures and CTI servers

Key systems (access products)

For small businesses requiring several telephone lines, the key system pro-

vides the user with direct access to the network line corresponding to that

key. Other users are provided with a small light or “busy lamp” to indicate

when a line is busy.

Private branch exchange (PBX)

In large businesses, smaller versions of central office switches, called private

branches or PBX systems, enable hundreds or thousands of employees to

handle the volume of internal calls. As well, they can share access lines to

the network and provide operator services.

For very large corporations with multiple ...