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One of my favorite characters from the 1960s television show Laugh In was Ernestine, created by Lily Tomlin. Playing the role of an AT&T operator sitting in front of an old-fashioned PBX, she would make, receive, and connect calls by using patch cords and dialing her rotary phone. Telephone communication has changed dramatically since then, and the PBX is no exception.

Phone systems used by churches and ministries come in all sizes and prices, with many worthwhile options. In this article we'll look at how Voice over Internet Protocol (VoIP) phone systems compare to other options to help prepare you for identifying the system that's right for you and your church.

Most phone systems fall into one of three categories:

A Key System, or Key Telephone Systems (KTS), is often the system of choice for small offices with 10 to 40 employees. The Key Service Unit, or KSU, is the "brain" of a KTS. Each phone has buttons corresponding to the lines available, and a user selects an open line by pressing an unlit button on their phone and dialing. Some KTS hallmarks are their feature sets and their less-than-PBX price.

A KSU-less system is similar to a Key System, but doesn't require a KSU. The software that supports the extensions (16 seems to be the typical maximum) is built into the phones, making this a good starting point for offices with less than 10 employees. Low cost is the major driving factor for KSU-less Systems.

The technology that manages a phone system is called an exchange. A Private Branch Exchange (PBX) is an exchange that is located and run at a business' location rather than at a local phone company. If it is located and run at a local phone company or service provider, it is a Centrex. PBX systems are especially important for organizations with more than 40 employees, but are often advantageous in smaller ones because of their expanded feature set.

VoIP is an acronym for Voice over Internet Protocol. VoIP technology changes voice streams into small digital pieces and then groups them together in packets to be sent over an IP network, like a data network or the Internet.

When using the term "VoIP," it is important to know if it is used in reference to a phone system or a phone service. What's the difference? VoIP phone service is the way a home or business connects to the outside world (vs. traditional phone service) and is often marketed as a way to save on monthly telephone fees.

VoIP phone systems are PBX systems that businesses install for their internal use. A VoIP phone system may or may not connect to the outside world via VoIP phone service.

Some of the hallmarks of VoIP phone systems include lower cost, rich feature sets, and high quality. The features of a VoIP phone system that appeal to some churches include:

Auto Attendant. An automated receptionist greets callers and helps route their calls. This makes the office team more efficient because those who would normally answer and route calls can instead spend their work time accomplishing tasks. Churches that want to have a "real person" answer the phones can use the auto attendant only after the call rings a specified number of times so no one is left hanging, so to speak.

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