Planning your phone system

Buying a phone system can be confusing. I know, I sell em. They ARE slightly complicated beasts even though everyone tries to tell you they are not.

You probably more or less already know this. If you are confused, it's because you are unsure of what you are looking for or you would like to firm up the decision you may have already made in your mind. Maybe you're just getting started and need some ideas.

The best thing you could ever do for yourself is to seriously take five minutes with me and do a little preplanning of your needs.

The Most Important Bits Of Info To Know

How many incoming lines do you need right now?
How many incoming lines do you need in the near future?
How many stations do you need right now?
How many stations do you need in the near future?
Do you need voicemail right now and how many users does it need facilitate?
How many users in the future?
Do you need your voicemail to answer with an auto attendant for one company? Two? More?
Will you need to expand to something like a T-1 or PRI in the future?
How much money can you realistically invest in this equipment?

Take the time to make sure this goes smoothly, mistakes cost real money!

With all businesses, two things are really important. Never spend more than you have to as we all know money doesn't grow on trees and any solution that you employ for your business MUST go smoothly.

Have you ever bought a printer or a fax machine or a computer or a monitor or a network server that was kind of expensive to you and then find yourself dealing with some technical glitch with the piece of machinery allowing it to consume 8 days of your life, make your hair gray, make you spit and say dirty words at it INSTEAD of doing work?

( I have.. and also know that was a very long sentence, but we won't worry about that)

That being said, when implementing your phone system, if you have not properly planned it out, If you do not have the right support. If you pay too much for too little. If you are not ready for it, your hair WILL be gray (that of course assuming you still have some.. your kids may have already robbed you of that. I understand!)

The correct planning will save you headaches and money.

So let's discuss that in a little further detail.

First. Do me a favor and be sure that it is clear in your head what it is you DO in business. What are you? Do you sell advertising? Are you an auto shop? Are you an insurance office? Are you a mortgage office, restaurant, fortune 500?

It will be very important for you to both plan your phone system around what you really do AND be able to communicate that to whomever you are buying your phone system from. (they really should ask you!)

We'll use that information in a minute, but write it down. Write "I am (your name) and I own (or work for) a ?????????"

Next, figure out exactly what kind of incoming call connection(s) are you going to need now and in the next three years.

Most of you shopping right now will more than likely be replacing your old phone system. You might be starting from scratch, but the basic question drives on. How many phone lines do I need?? Your old phone system might clue you in.

Realistically answer that question on your paper there. A range is fine too. 3-6, 5-12, 15-20.

Next, (and this is really important) think about what it is that your employees really DO all day. Think through what each phone in your office or building must do.

Desks with sales people at them are completely different than the phone at the bar of a restaurant or in the shop of a Discount Tire. What are you employees call requirements and HOW MANY are there?

This leads you to ponder, which phones NEED displays on them. Which phones NEED to be able to handle lots of phone lines AND speed dials. Do I have a break room or a lobby. A guest phone? Make sure to give your employees a practical solution at each position.

Our staff will be able to better advise you on which phone works great for what type of location. Which phone system will grow as YOU need it to. Which system will better fit into your budget for current needs. Based on a persons needs for growth, I recommend different systems to people all the time. This keeps them from wasting money, which no one can afford to do.

At this point, it's time to map out your system on paper. Researching online helps and allows you explore the different name brand manufacturers, their phone systems, phones and voicemail units. You can begin to put some dollar signs next to these things.

Jay's Phone System Ratings

Nortel Norstar		Excellent Bang For Your Bucks! TIP: Be wary of bad vendors selling fake software and key codes.

Nortel BCM		Neat Technology but very pricey. TIP: Be wary of bad vendors selling fake software and key codes.

Nortel Meridian 1 PBX		Large PBX Systems. Robust, Easy To Implement.

Avaya Partner ACS		Inexpensive but Higher Failure Rate Than Norstar.

Avaya Office IP		Extremely Expensive For What You Get. High Pressure Avaya Sales Will Tell You It Works Better Than It Does.

Aastra Venture IP		Very Cool Technology For A Very Cool Price. Pure IP Phones. Intended for small or home offices

Talk Switch		Very Cool Technology For A Very Cool Price. Flexible IP Options. Intended for small or home offices

NEC DS		A Feature Rich Phone System Bread For Your Budget.

From here, I would suggest that you not be too concerned with price but more with what fits your needs. However, realistically eliminate systems really outside of your budget. Price you can work on later. Calling our experts to quickly advise you can save you a lot of time, remember you have work to do.. you run a business!

Now that you have a couple of system configurations on a paper map of your business and some dollar signs next to them you need to think about installation.

We get asked all the time, "Can I install this myself?" I personally have a stock answer and that is that I do not recommend it. Yes, I have had customers pull it off flawlessly and I have had some that after pulling all their hair out called in some guns to help.

If you don't know what a 66 block and a punch down tool is, you will more than likely want to consider having a technician put it in.

That in itself can bring some snake oil, so make sure that you get our advice as to how to tell who's spoofing you on price and who's not. Having a business associate suggest someone in your area they know also helps.

Either way, I highly recommend that you have a reputable shop (or 3) in your back pocket come installation time.

I also recommend that you have a two week lead time.

Most small key systems, say 3 to 20 users are a snap for most good techs. 20 to 80 users, make sure they are capable of that big an install. Above 80 users things start to get really costly if the shop does a poor job and someone else has to come fix it. Stick to a large reputable company for this one.

Remember this! 99% of the time doling out dollars to have a good qualified tech install, program and train you on your phone system is worth every penny you put into it in the long run. It needs to be part of your budget.

Good technicians will plan and coordinate the entire installation with you. They will ask you about where every phone goes, who will be sitting there, what that person will be doing.

They will ask you to come up with the extension numbers. They will draw your office on paper and double check all of your wiring prior to even thinking about hanging your system on the wall.

Another tip, and this is just my personal opinion based on years of watching the telecom world turn. Stay away from the super cheap technicians. If the price sounds too good to be true.. it is!

A particular case comes to mind of a very nice customer of ours who was really on a budget.

After attempting to install his semi large phone system himself (and he spent over a week on it) he took my suggestion of having a phone tech help him. What he DIDN'T do was use any of the three technicians I personally interviewed for him.

Instead, he chose the cheap tech to save money. You know what's coming, but it's worse. That tech of course took $500 of the man's money, left the job not only unfinished but wrong enough that equipment could have been damaged.

I again urged my choice of technicians and again, he chose the next cheapest person, who finished the job, but wired all of his telephone lines in reverse.

This time he rolled over and paid even more money to have it fixed properly. The entire ordeal cost him $1200 more than it should have and cost him over 3 weeks of NOT paying attention to his business.

Bottom line is this. Know what your business does and what THAT business needs it's phone system to DO.
Know what you need in the way of individual phones and phone system configuration.
Know a good vendor, a good technician and get to work!

Planning Your Phone System.

Jay's Phone System Ratings