A Guide To Buying A New Business Phone System

Buying a new business phone system is one of the most important
purchases any business will ever make. The selection of A Phone
system can either bring a business closer to its customers and
clients or, cause confusion and chaos amongst all that use or
interact with it.

It is therefore essential that you choose the right phone system
for your business needs. The telephone is quite often the
fastest and easiest way to reach customers and clients. It
should also be the fastest and easiest way for them to reach
you. It should be flexible enough to be able to cover all of
your company’s needs and handle all calls appropriately. The
last thing any business wants is for its important business
callers and customers to be routed incorrectly, disconnected, or
faced with a long list of confusing automated options.

There are lots of factors that need to be taken into
consideration when choosing a new business telephone system.
Below are a few of the main ones:

1. You need enough capacity to fulfil your current business
needs.

2. Assess your potential future growth and select a compatible
phone system accordingly.

3. Ensure compatibility with any equipment you already own
(headsets, handsets, conferencing equipment, cabling etc).

4. What features does your business phone system need to
incorporate?

Fulfilling all the factors above and any more you can think of
can be an expensive challenge for any business. The aim of this
guide is to help you understand what decisions you need to make
in order to choose the right phone system for your business.

Types of business phone system

There are three major types of phone system available: KSU- Less
phones, Key systems and Private Branch Exchange (PBX) systems.
Which type of phone system you choose will depend on the amount
of extensions you require and the features your telephone system
needs to have installed.

KSU-Less systems

KSU-Less systems are usually more suited to companies that
typically have less than ten employees, or require less than ten
extensions. That isn’t to say that all companies requiring less
than ten phone extensions can make do with a KSU-Less system. It
may be that you require more features which are only available
through either a PBX or Key phone system.

Requiring a far lower initial investment than the other types of
business phone systems, KSU-Less phones are specifically
designed to include many of the features usually only available
through the implementation of a full small business phone system.

KSU-Less systems can be easily unplugged and relocated, because
they are not permanently wired into your office. This
portability allows you to treat a KSU-Less phone system, much
the same as any business machine, rather than a lost permanent
investment.

You will need to ensure that any KSU-Less system you choose is
compatible not only with the type of wiring you have in your
office, but also with any accessories you may already have, such
as: headsets, answering & fax machines and modems. Because
KSU-Less phone systems are relatively inexpensive, they are not
usually sold, installed, or maintained by telecoms vendors.

All of this means, you have to go out there and do not only the
shopping yourself but, also the installation and support. This
is one of the two major drawbacks of KSU-Less systems. The last
thing any business needs is to be concerned with the reliability
and maintenance of its phone system. Another drawback of
KSU-Less systems is that they are more prone to something known
as crosstalk. This is where separate conversations may blend
into each other. With PBX, Key systems and Hybrid systems
falling in price, it sometimes makes more sense to invest in a
full business phone system, rather than become susceptible to
the risks of a KSU-Less system.

Private Branch Exchange (PBX) systems

If your business typically requires more than forty extensions,
or your needs dictate you need advanced functions from your
business phone system, then PBX systems are often the solution.
PBX systems used to be extremely expensive and only affordable
by huge corporations with hundreds of extensions. Though this is
still the case for larger installations, the development of the
technology required has progressed to the point where a
powerful, fully functional PBX office phone system for a small
business is able to fit on the top of a desk.

Nearly all these compact PBX phone systems come with all the
features you might want as standard. You pay a premium for the
programmability and flexibility that a PBX offers, but in most
cases the price difference is not as much as you may imagine
between that of a less flexible phone system.

Key Systems

Key phone systems are more typical in businesses that require
five to forty extensions. This type of phone system uses a
central control unit called the Key System Unit (KSU) to provide
features and functions that are not available using ordinary
phones. An example of this is: key systems using a KSU allow one
extension to call another in house extension, and prevents any
other users from picking up a line that is already in use. Key
systems usually come as standard with most features any business
would expect, but in some cases they are often less flexible
than a PBX phone system.

PBX & Key Systems (hybrids)

Though Key and PBX systems have some different technical
features, these differences have become somewhat blurred over
the past couple of years. Many Key systems now offer features
that were once only available to those who chose to install a
full PBX phone system. Some systems also operate internally as
either a PBX or Key system depending on the software installed.
Sometime these systems are often referred to as “Hybrid” phone
systems.

Installation & maintenance of PBX and Key phone systems

PBX and Key phone systems require installation by fully trained
and qualified telecoms engineers. All outside and inside lines
must connect to the PBX or KSU cabinet. The installation and
maintenance of one of these types of phone system can be just as
expensive as the phone system itself. In many cases you may be
able to use the existing phone lines available in your office,
but unless the phones you have been using are relatively new,
they may not be compatible with your new system, requiring you
to purchase new handsets as well as the system itself.

The Right Size System

It is important that when buying a new business telephone
system, that you know your requirements in advance. Knowing what
features need to be included with your new telephone system will
stand you in good stead when it comes to negotiating with
potential suppliers. When considering buying a new telephone
system for your business, there are two major factors that
determine the size of the system you require:

Lines. These are sometimes called trunks. The number of lines a
system has denotes the number of outside lines being used by a
company.

Extensions. Most extensions will be made up of handsets. Though
any equipment that requires a phone line is classed as an
extension. This includes fax machines, modems, and credit card
equipment etc.

It is important that you make a list of all the extensions and
lines you may need for your new phone system. Not forgetting
some users may need more than one line and multiple extensions.

With key systems, the size of a phone system is indicated as a
combination of both lines and extensions. For example a system
that has 10 lines and 30 extensions will be shown as a 10 x 30
system.

With PBX phone systems, size is defined as a combination of
lines and extensions, called “Ports”. The number of “Ports” is
the maximum number of connections that can be made to the phone
system. These include outside lines and inside extensions, as
well as any other telephone system accessories.

When planning for a new business phone system, you should take
into account the future expansion of your company, by foreseeing
any extra needs at an early stage. Even if your current
telephone system is handling calls well for the time being, this
may not be the case when any future expansion or improvements
are fully implemented. A good business phone system should be
able to handle expansion easily and in a cost effective manor.
PBX phone systems allow you to expand their capabilities, by
adding new expansion cards, thus increasing the number of ports
available for use. A few key systems can be expanded by the
addition of another cabinet that is identical to the first.

When planning your new system it is important that you enquire
about the potential cost for the addition of more extensions or
ports. It is important that when choosing a new business phone
system, you ensure expansion will come not only easily but as
affordable as possible for your company.

Telephone System Dealers and Installers

Finding a good reliable dealer is the most important part of
buying a new business phone system. A good reputable dealer will
not only be able to sell you the system you require, but will
offer excellent, guaranteed installation and service as well as
always be on hand to answer any questions you have when problems
arise. To put it simply they will be there to hold your hand and
guide you through the process, from the planning and selection
of a suitable system, to the implementation of you new system
and training of staff. Any potential supplier will be more than
happy to talk to you about any aspect of a new business phone
system, and offer testimonials as to the quality of their
systems and installation service.

It is not uncommon for buyers to require a demonstration of
potential new phone systems. Any reputable dealer will be more
than happy to offer a full demonstration of any phone system
they supply. It is better for the dealer to visit your site,
that way they can get a proper view of your existing system and
evaluate your future communication requirements and cabling
needs.

Service Level Agreements (SLA’s) specify how quickly a dealer
responds to a problem with your phone system. A good dealer will
offer a range of SLA’s to cater for most business needs and
budgets. Expect to pay more if your business requires 24/7
support or response times shorter than normal.

Below are some questions that you could ask a dealer when
looking for a supplier of a business phone system:

1. Can I have a system demonstration?

2. Who will install the system and cabling?

3. What range of Service Level Agreements (SLA’s) do they offer?

4. Who will provide system training and what are the costs?

5. Can the dealer provide remote maintenance facilities?

6. What guarantees and warranties do they offer?

Check List

1. Decide which type of phone system best suits your businesses
needs.

2. Plan the size of your new system by evaluating the amount of
lines and extensions you require. Don’t forget to plan for any
future expansion.

3. Decide what extra features you might require from you new
business phone system (voicemail, door phones, etc).

4. Contact a few reputable dealers.

5. Arrange for a demonstration of suitable phone systems.

6. Work with your chosen dealer to select and purchase the
correct system for your business.

7. Don’t forget to sort suitable training and an adequate
service level agreement.

Final

The purchase and installation of the correct telephone system
for your business is a very important decision. It is imperative
that you get it right first time, as the functionality and
prosperity of you business could heavily depend upon it.
Remember to follow the few simple guide lines outlined in this
report, and you will be more prepared than most.

Thanks for reading my article

Jason Morri

About the Author

Jason Morris is co-author, search engine optimization and marketing consultant of Business Phone Systems Direct. Specialists in the supply and installation of quality business phone systems and accessories from leading manufacturers. For free advice or to book a free consultation click
Free Telecoms Consulting and Advice
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