IP PBX: Four Loop Switchvox

Four Loop offers two versions of the Switchvox v2.6 retail open source-based IP PBX, the Switchvox SOHO and the Switchvox SMB, which we put in the rack for this review. The SOHO is designed for a smaller number of users who don't need a full feature set. Both systems are built upon the Linux 2.6.12 kernel and Asterisk 1.2.

Switchvox more typically is sold and supported by resellers but also can be purchased online. During the purchasing process, customers fill out a questionnaire that gives the vendor's basic setting and configuration information. The system comes in a 4U server, preconfigured based on the questionnaire or a prior site survey depending on method of purchase. Digium FXS/FXO analog and T-1/E-1 cards are preinstalled before shipping.

As with all the other products reviewed, management of the Switchvox server is done via a Web interface. Users can be provisioned separately or by group. A template similar to the one offered by Pingtel can be created for typical settings for certain devices to save on setup and management time. We got the system out of the box, set up and were placing calls in 20 minutes in our lab.

There is administrative access to all of the features, such as voice mail recordings, music on hold, agents and call recording. The Switchvox SMB comes with an integrated, full-featured call centre and is coupled with an extensive and smartly laid out Initiated Voice Response (IVR) editor. The editor makes short work of creating a complex IVR tree for the auto attendant or call centres. The IVR was impressive and could hold its own against any commercial offering in the market for ease of use.

Each user has Web-based access to an application called Switchboard, which provides the user, depending on how its settings are centrally configured, with an interface similar to commercial softphones with such features as hold, transfer, caller ID and call park. We placed calls with Switchboard and put them on hold, and recorded some. Call details were accurately displayed in real time based on the calls we placed. If the user is designated to be a supervisor, extended privileges are available, such as the ability to view, record and monitor others' calls, and pick up ringing calls. SwitchBoard was very similar to the other vendors' softphones in features and functionality except for one important thing -- the product is available free of charge.

Switchvox also has a URL editor for integrating CRM-style databases for use in call centres. CRM integration simplifies the life of a call centre agent, allowing it to access customer records as part of the call.

Switchvox scored tops in features because of the strength of its free Web client and the straightforward but highly effective IVR editor. Coupling these features with the product's meet-me conferencing, recording and monitoring abilities, we felt the systems contained nearly everything a small but sophisticated organization would need in a PBX. Additionally, all features were easy to access, enable and configure via the Web-management interface.

In terms of endpoint interoperability, we were able to get all of the phones in our test bed to register with this system and were able to place calls with the same results as the other vendors in terms of voice quality.

Switchvox has no support for IAX endpoints, even though the product is based on Asterisk. Switchvox noted it had never been asked by customers to provide that support.