Guide To Buying A Telephone System

There are many things to consider and no doubt you’ll know what problems and challenges your business faces but not necessarily how to address them nor what solutions are available to you. Try to focus on these four main elements: system configuration, applications, implementation and support. Time spent in preparation is seldom wasted.

System Configuration:

Before you begin your research or invite companies to quote, consider your requirements in detail or you’ll end up being swayed by clever salesmen. Knowledge is power. It may help if you start by compiling a simple extension list, put names and 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, do staff work away from the desk or indeed the office, for long periods? Dedicate as much time to this as you can, as this method of identifying problem areas will prove invaluable when the time comes to finding the right solution.

Once you have a good understanding of what you need for today, consider your needs for the future. Many, if not all modern telephone systems are modular in design but this does not necessarily mean you can simply add more users as and when you want to, not without cost anyway. Most telephone systems belong to a ‘range’ or ‘family’, this typically means that handsets and interface boards are common across the range but the actual cabinet sizes will vary dependant on the maximum users required. Be sure that you select a telephone system that will cope for your current, as well as your future needs. Software-based PBX systems do not normally have this restriction but are often at their ‘best’ working within a certain range of extensions.

Connection to the outside world is simple; today ISDN lines are the norm. Additionally 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; features such as Direct Dialling Inwards (DDI), Caller ID and External Transfer are a must as they enhance the way in which your company interacts with your callers. If you are examining IP-based telephone systems then check if IP or SIP (see jargon buster) trunks can be installed as they will offer further cost savings.

Applications:

Implementation:

Telephone systems require professional installation and maintenance so once you’ve got a good idea as to what you need in terms of functionality you will need to look at the potential suppliers. Our advice is to look closely - Telecoms dealers can come and go just like any other business – Finding a good dealer is an important part of your purchase, so try to choose dealers who have manufacturer accreditation.

Over the past few years many but not all of the world’s major telecoms manufacturers have made a conscious decision to move away from selling direct to the SME market and concentrate on building relationships with distributors. It is believed that this approach makes products more accessible, which in turn increases their market share. This ultimately means that the price to end-users is lowered through increased competition; it also means that dealers or resellers are able to purchase products easily via a distributor. Questions must be asked about the level of accreditation and whether or not the reseller will compromise on the solution in order to match the right price to clinch a deal. Ensure that the resellers are fully accredited for the products they are proposing. You need a company that knows what it’s doing not just a knowledgeable salesman.

Support:

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.

Support services such as Account Management, moves and changes and software upgrades are rarely included within your maintenance contract but instead promoted separately as valueadded services. This is fine as long as you are aware of what’s included and what’s not and that the proposed charges are acceptable to you. Find out now.

Conclusion:

It is clear that there are many things to consider when looking to buy new telephony products. Researching systems, comparing products and finding the right supplier can be both time-consuming and daunting, more so if you have little or no understanding of today’s telecommunications products.

Comms4Business.com is a new free online service established to offer independent and impartial advice to small and medium-sized businesses that are looking to purchase telephone systems and other communicationsrelated product and services. It is a free of charge service to the user and is aimed at helping SMEs understand the latest communications technologies and then make a qualified purchasing decision. Quite simply, the Comms4Business.com web site enables you to compare the best available solutions and find local accredited resellers to sell and maintain them.

The interactive web site features product information from the world’s leading manufacturers in a jargon free format to help users understand the benefits their solutions offer. The ‘Which Telephone System’ tool enables users to find systems that match their specific requirements and find local accredited dealers to supply and maintain them. The comprehensive ‘Jargon Buster’ is designed to help along the way if a user is unsure about any of the features of their potential new telephone system. The ‘Telephone Resellers’ tool may be useful for users who have already decided on the system they need, it simply recommends local accredited suppliers who can be contacted for quotations and further information.

Comms4Business.com helps users make the right decision for their needs and save time with the research and selection process.