Be Wise Selecting a Phone System

1. Determine your Current and Future Telephone requirements:

• Two main factors determine the size of the phone system – telephone lines (trunks) and extensions (e.g. 12 x 36 system can have up to 12 lines and 36 extensions).
• Extensions – including IP terminals, digital sets and analog devices such as fax machines, credit card terminals, modems, etc.
  

2. What Phone System Do You Need?

• Small office / home with less than 3 people – you could consider an off-the-shelf phone system. However, these phone systems normally have very limited features and expandability.
• Businesses with 3 or more employees – choose a programmable phone system with a central control device (KSU) that has the technology and features you require.
• Businesses such as hospitals and university campuses with several buildings on one site – select a programmable private branch exchange (PBX) system with a large capacity of users (usually over 500) and a wide variety of features.
• KSU and PBX phone systems require professional programming, installation and hardware maintenance.
  

3. Prioritize Your Telephone System Features:

Determine the importance of automated-attendant (recorded messaging for answering/assisting your callers) and voice mail, multi-media conferencing, call recording, customized music-on-hold, phone usage monitoring and reporting, automatic call distribution (ACD), speed dialing, intercom and paging, Caller ID, 911, call history, distinctive ringing, unified messaging, on premise/off premise call forwarding, mobile extension (“find me - follow me anywhere”), VoIP networking with centralized operator/centralized voicemail, and telco services such as T1, PRI or SIP trunking.

4. Efficiency, Flexibility, Reliability and Complete Mobility:

The latest phone systems make use of comprehensive desktop solutions and advanced Voice over Internet Protocol (VoIP) technology that allow phone calls to be made over computer networks (such as the LANs, WANs and Internet):

• Communication servers in a central location providing communication through the entire computer network. (Connectivity to off-site offices and employees, homes, etc.)
• IP terminals and Soft Phone applications that allow you to place, receive, or transfer calls from anywhere.
• Mobile technology to synchronize communication/unified messaging to PDAs, cellular/mobile phones, Bluetooth devices, laptops, desktop computers, etc.

5. Pricing of Phone Systems:

Depends on the cost of:

• Base system (KSU / Communications Server)
• Type of phones/terminals.
• Optional phone system hardware add-ons, software and licenses providing the additional applications and features.
• Cabling/Wiring, programming, installation and training.
• Service contracts, future upgrades and maintenance.

6. Reduce Total Cost of Ownership:

Look for a phone system that is:

• Easily programmable – User friendly GUI interface which allows you the ability to program moves and changes.
• Expandable for future growth - the cost of upgrading your phone system is considerably less than buying a new phone system.
• Capable of networking with remote users - VoIP systems can result in significant savings if you have high long distance charges to other locations (remote offices, homes, traveling employees, etc.).
• Compatible with your current phone system’s peripheral devices and a wide range of third-party phone equipment and systems. This will ensure that you have flexibility and not be limited to substandard or overpriced products.
• Allows for remote access and support.
• Provides manufacturer’s guarantees/warranties and maintenance contracts.
• Carefully consider leasing and other financing options to ensure that the cost of the phone system remains within budget.
• Determine what technology and features your business and customers would benefit from before contacting a potential phone system dealer/vendor.
  
  

7. Find a Reputable Dealer/Vendor:

• Most importantly you should verify experience – ask the dealer for references of similar phone system installations.
• Verify if the dealer is authorized by the manufacturer to sell and maintain the phone system that you are interested in.
• The dealer must be committed to the brand you are considering – It should preferably be their main product line and best seller.
• Verify the availability and quality of technical expertise (certified), user training and customer support – you will need these resources if service related issues occur.
• Determine the dealer and manufacturer’s warranties offered and the cost thereof.
• Enquire about the standards and agreements related to emergency response (service level agreements (SLA)).

8. Demonstration of Phone System:

Demonstration of Phone System: A demonstration of the phone system will help you determine the best system that suites your needs. Be hands-on and evaluate ease of use, application/feature functionality, hardware quality and the programming/maintenance abilities available to you.

9. Don't Under Invest:

Don't Under Invest: The first impression is the lasting one. Your phone system must leave a good impression with your customers. It is critical to your business that callers be properly and consistently assisted by the phone system’s technology and applications/programming.

10. Re Cabling/Wiring:

Consider installing wiring/outlets for your current and future needs to avoid rewiring down the road, since it is usually much more expensive and disruptive to add wiring/outlets later on.