A business telephone system is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system (KTS) to the private branch exchange (PBX).
A business telephone system differs from an installation of several telephones with multiple central office (CO) lines in that the CO lines used are directly controllable in key telephone systems from multiple telephone stations, and that such a system often provides additional features related to call handling. Business telephone systems are often broadly classified into key telephone systems, and private branch exchanges, but many hybrid systems exist.
A key telephone system was originally distinguished from a private branch exchange in that it did not require an operator or attendant at the switchboard to establish connections between the central office trunks and stations, or between stations. Technologically, private branch exchanges share lineage with central office telephone systems, and in larger or more complex systems, may rival a central office system in capacity and features. With a key telephone system, a station user could control the connections directly using line buttons, which indicated the status of lines with built-in lamps.
Key telephone systems are primarily defined by arrangements with individual line selection buttons for each available telephone line. The earliest systems were known as wiring plans and simply consisted of telephone sets, keys, lamps, and wiring.
Key was a Bell System term of art for a customer-controlled switching system such as the line buttons on the phones associated with such systems.
The wiring plans evolved into modular hardware building blocks with a variety of functionality and services in the 1A key telephone system developed in the Bell System in the 1930s.
Key systems can be built using three principal architectures: electromechanical shared-control, electronic shared-control, or independent key sets.
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Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telecommunications, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.
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A telephone exchange, telephone switch, or central office is a telecommunications system used in the public switched telephone network (PSTN) or in large enterprises. It interconnects telephone subscriber lines or virtual circuits of digital systems to establish telephone calls between subscribers. In historical perspective, telecommunication terms have been used with different semantics over time. The term telephone exchange is often used synonymously with central office, a Bell System term.
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