Traditional public branch exchange systems have been used by small insurance companies and other businesses for many years. Moving to PBX is not a decision that is normally made lightly, however, because installing one of those systems has meant purchasing a lot of very expensive equipment. In addition to replacing all of its current phones with models sold by the PBX supplier, the agency would also have to purchase and install specialized switching equipment, which it would have to house and maintain.

This traditional, equipment-based PBX system would work well as long as all employees worked within the four walls. It could not be extended beyond that point, however, making it less attractive for insurance agencies with home-based workers or remote offices.

That limitation has now been overcome with new technologies that allow users outside the main company office to be included on the phone system. In other words, a home-based agent in Seattle can be contacted using the same phone number as one would use to call the main insurance office in Boston. The remote worker would have an extension on the system and all the features, just as though he or she was in the main office.