Buyers Guide - Telephone Systems

This will determine the number of extensions that you need a phone system to support and the number of phone lines.

2. Is this number likely to increase in the next 5 -7 years – by how many?

On average businesses change their phone system every 5 – 7 years. Buy a system that you will not out grow too quickly.

Prices of telephone systems vary considerably dependent on the number of users required and the applications that you want (voicemail, out of hours attendant etc.)

Leasing offers tax benefits and allows you to spread the cost over a period of years. Be sure to ask your potential suppliers of the leasing arrangements or finance terms that are available.

Features like group hunting, pick-up, transfer and speed dial are standard on most systems, but applications such as voicemail, automated attendant, computer telephony integration CTI) and call recording are additional applications that can greatly improve staff efficiency and customer service. It is worth considering the benefits they can offer to your business. Visit our "Jargon Buster" page to learn more about the applications available or use the "Match a Phone System" tool to establish your exact telephone system requirements.

Office staff nowadays require mobility, which is why more and more companies are investing in DECT (Digital Enhanced Cordless Telephony) systems that provide total cordless coverage in an office or industrial site via a series of strategically placed base stations.

Look for dealers/resellers that are fully trained and accredited by the system manufacturers. Make sure they can offer a complete service including consultancy, installation, maintenance and project management. Don't be afraid to ask them for customer testimonials!

Carrier pre select (CPS) and Least Cost Routing (LCR) enables you to achieve significantly lower costs for all your outbound calls without the need to change your existing BT telephone numbers or install any additional hardware. We recommend you discuss the options available to you with your chosen supplier.

Make sure you ask to see live working demonstration of the telephone system as it will help you determine its ease of use and potential. This will also help you decide which functions and features various staff will need to get from system and its range of handsets.

There are different types of Maintenance agreements, so be sure to choose the right level of cover. Whilst telecoms engineers still have to visit in the event of a system failure, many suppliers can now offer remote maintenance allowing them to dial-in and fix smaller faults that may arise. It is important to be aware of what is and isn't included.

If you are tasked with ‘looking into’ buying a new phone system, you are really being asked to take on a major research project – Where do you start? It is clear that there are many things to consider, researching systems, comparing products and finding the right supplier can be both time consuming and daunting if you have little or no understanding of today’s telecommunications products. No doubt you’ll know what problems you face but not necessarily how to address them and what solutions are available to you. Try to focus on these five main elements.

Before you begin your research or invite companies to quote, consider your requirements in detail. Consider how many phone users (extensions) you have. Most modern telephones systems are scaleable and costs vary significantly.

It may help if you start by compiling a simple extension list, put names & job functions next to each one, as this will help you to identify what their needs really are. Write down the problems you face on a daily basis, for example can staff easily pick up other users calls, what happens to your callers if they call out of hours? Dedicate as much time to this as you can.

Once you have a good understanding of what you need for today, consider your needs for tomorrow. Be sure that you select a system that will cope for your current and future needs.

Connection to the outside world is simple, forget your analogue lines and install ISDN. Explore the possibilities of broadband but do not confuse the two, Broadband is a modem technology allowing high speed data transfer and cannot be used for traditional voice services unless you intend to make use of VoIP (Voice Over Internet Protocol).

Porting your existing numbers from analogue to ISDN lines is easy and relatively cheap. Smaller businesses can opt for basic rate (BT branded ISDN2) as opposed to primary rate (BT ISDN30) to save on costs. ISDN offers supplementary services that are imperative in today's business arena.

Applications are extras that don't come as standard. Do not confuse applications with features.

Features like group hunting, pick-up, transfer, and speed dial are standard on every system and will not increase the cost, however Voicemail, Automated Answering, Call Management and DECT (Digital Enhanced Cordless Telephony) are a few of today's common applications. Voice Recording, Call Centre Software and Computer Telephony Integration are starting to grow in popularity now as they can also greatly improve staff efficiency and customer service.

Telephone systems require professional installation and maintenance so once you've got an idea of the functionality required you will need to look at the potential suppliers. Make sure you choose a reseller that is Manufacturer Accredited who can offer a complete service including consultancy, installation, maintenance and project management. You need a company that knows what they're doing not just a knowledgeable salesman!

There are a number of different definitions of support so make sure you understand the terms. Maintenance is more like an insurance policy, if the system stops working the supplier should be able to fix it, quickly. Maintenance does not always cover handsets and cabling and if you've purchased third party applications from other vendors these may well be covered separately. Response times will also vary, most are categorised by priority but again it is essential to make sure that your supplier either holds spares or can obtain them quickly.

Be sure to choose the right level of cover, whilst telecoms engineers still have to visit in the event of a system failure, many suppliers can now offer remote maintenance allowing them to dial-in and fix smaller faults or make configuration changes.

Why would you want to deplete your cash reserves for what basically boils down to a utility? In most cases the arguments for and against a system lease will often favour a finance deal. It's an easy way to control expenditure and allows you to invest in a good solution without breaking the bank; the tax advantages often counteract the interest payments so it really does make sense. Most Dealers will offer financial services but don't be told that you're obligated to use them because you're not. Shop around.