PBX Info :: Your Free PBX, PABX and Telephone Information Resource - View Single Post - HELP! Phone service, phone sytems, equipment! We are LOST!

**Chas2002** · 10-07-2003, 05:03 PM

Hi - I'll throw my two cents in....I've installed many systems from AT&T Merlins, Executone, IT&T 3100, Nortel Norstar, Meridian 11 - 81C, Panasonic, etc. I can say they offer the same basic features. Since you're in the market for a new system I would suggest your consider the following:

A. The features you like,
B. The features you need,
C. The features you don't like,
D. Your customer/client expectations,
E. Your Business Communication plan for the future.

What you choose of course is directly related to the bottom line.

By answering a few questions your organization will be stirred to a Telecommunications system that meets current needs and encompasses future growth.

Do you need a T1?

Consider the following criteria:
How many calls are made in a typical business day? _______
What is the average length of the calls being made? _______
What are the most frequent call destinations? _______
Have you every received a busy when attempting to access an outside line? ______
Is your business expecting a considerable growth in the near future? ______
Does your business perform outside transfers and conferences? ______

Cost of Analog:
You're are currently paying about $400-$600 a month for your Analog service.

Cost of T1:
You'll pay approximately $1000.00 to $1400.00 a month for a T1.

Note: (A T1 may make sense for your organization as it allows for DID's and outgoing routes to be associated to the number of concurrent calls. Analogs perform the same action, but through groupings. A lot of small businesses over expand the hunt groups to prevent busy signals during the busiest time of day - the line is unused most of the day).

Example:
If your organization has 20 associates, you would most likely want each associate to have a private number. Thus (at least) 20 analog lines times $35.00 to $40.00 per month = $800.00. Long Distance call charges are extra. In this case a T1 would make sense as it allows you route DID calls in and create a separate route for calls out.

On the other hand, if your organization as 10 or fewer employees then it may be cost
efficient to keep the analog service dependent upon the features needed.

Features:

Hold and Transfer: Want/Need/Like to have.
Hold and Conference: Want/Need/Like to have.
Multi-line phones: Want/Need/Like to have.
Associate controlled forwards: Want/Need/Like to have.
Auto receptionist: Want/Need/Like to have.
Voice Mail: Want/Need/Like to have.
CDR (Call Detail Recording): Want/Need/Like to have.

Let's look at each feature----
Hold and Transfer -
A. On a key system (internal Hold/Transfer) is handled by software.
B. On a key system with analog lines (External Hold/Transfer) is
handled by analog lines.
C. On a key system with T1 (External Hold/Transfer) is handled by
route programming.

Hold and Conference -
A. On a key system (internal Hold/Conference) is handled by software.
B. On a key system with analog lines (External Hold/Conference) is
handled by analog lines.
C. On a key system with T1 (External Hold/Conference) is handled by
route programming.

Multi-line phones -
If you would like to monitor every line - you'll need to insure that the system and phones allow for Busy Lamp fields or that the phones have enough programmable keys.

Associate Controlled Call Forwards -
This is an important feature as it allows the associate to determine where calls will go when not answered or when he/she is busy.

Auto Receptionist -
Is usually an additional module or software enhancement to a system. This system when grouped with other systems (Digit collection, Voice Mail, etc) offers a powerful solution to handling incoming callers.
Example: You can build a system to allow a customer to enter a Case Number and find the last actions performed on his/her case.

Voice Mail -
I see in your post that you're using an Answering Service. Dependent upon the monthly cost and reliability of your Service, if may make sense to purchase a Voice mail system (especially if you go with a T1).
Voice Mail allows each associate to create personal greetings, passcode, and manage messages.

Call Detail Recording -
Your organization may like to Collect Call Details (the number dialed, the cost of the call, Date/Time, etc). Possibly to bill back to the client or to place into a formula when determining your hourly rate.

When you've developed your Business Communication plan - take a look at some of the key systems on the internet and find the one that matches your plan the best.

Whatever system you decide on be cognizant of the fact that some systems are a little harder to program than others. The AT&T Merlin II (that's a guess) that you have now is programmed via a display set using the dial pad (pain in the -----). The Nortel Option 11 is programmed via a terminal. Some systems are quite common in certain markets while other are common in other markets. Of course, I'm Nortel biased...

Good luck