SD_WILSON

The answer depends on what you use right now. Do you currently run on a PBX? If not then you can use anything from a KTS (key system) to a PBX or even Centrex.

How small is your "small web development team"? You can have anything as simple as having the various 1-800 numbers ringing on different DNs on all the phones to using several ACD queues. Again, your decision will be based on what you currently use.


SD

__________________
Life is far too important to be taken seriously!

Twisted

No matter what system you have the end result will look something like this:

line 1-888 555 1111---points to local number 717-633-1111--which is in you phone system or on a multiline phone of a key system.. In turn terminated to a key stating the businesses name. Every time you answer that key you state the businesses name.

Repeat as needed.

line 2-888 555 2222---points to local number 717-633-2222
line 3-888 555 3333 --and so on....
line 4-888 555 4444
line 5-888 555 5555

And so on

Chas2002

You are definitely on the right board. The techs on the board are top-notch.

In addition to SD’s and Twisted's comments + not to take a role of a consultant, but there are some basic questions you should be asking yourself and some terminology you should become familiar with…

Leading Questions: I say this because if you’re only going to be answering a few calls a day – then your setup will be simple in most respects, but if you’re expected to process a lot of calls, then:

1. Call volume. How many calls are you expected to handle with a certain time frame?
2. Will I need an ACD setup (Automatic Call Distribution)? -ACD is a system that stacks incoming calls (one on top of the other) until the call can be presented and answered by associate(s)/agent(s). While calls are stacked (in queue) they are given music and RAN (Recorded Announcements). Most systems use the FIFO (First In First Out) method of distributing calls – First call in goes to the next available agent.
Also, ACD’s allow you to collect call intrinsic data (Calls Offered, Calls Answered, Talk Time, etc to support SLA’s.)
3. What is your Service Level Agreement with the 5 – 10 to companies? (SLA’s are usually stipulations in a service contract.) Example: 90% of calls should be answered within 2 minutes (answered in this case doesn’t refer to ‘answering the question’ but indicates that the caller should be speaking with an agent within 2 minutes). 80% in 3 minutes, etc.

Answer the above 3 questions and you’ll start the process of determining you system needs compared to your ‘contracted requirements’ and ‘customer requirements’.

And always consider this: Future growth.

Chas2002

Post back with any questions..

__________________
Free Preview of my fictional book: Chaos Theorem .:-:. Employment: Find a new job on pbxjobs.com

Best Video Jukebox on the net (mini-flash widget) | and | Do you want to store your MP3 files? visit: Musecast.com

Why not start a blog http://www.pbxinfo.com/blog.php - it's 110% free.

Tip_Ring

Millie Kay
That really isnt a bad question. There are phone systems out there that have been designed just for multiple tennant type operations like you have. For example Comdial has has the FXT that utilizes a windows based console that allows you to tag a line with a specific greeting and when it a call comes in on that line you get something like a screenpop that has that tag and reminds you of the greeting for that line and then the attendant can drag and drop calls to the appropiate extention. Thats just comdial there are others but I noticied that their solution has won some awards inside the industry and also has an open archetecture interface for developers

MillieKay

Thank you all so much for your responses!

I currently have three different phones for my three different lines... pretty primitive I know. I am supposed to add a fourth line soon and I am talking to a fifth company about taking their calls as well and I don't really want more phones I don't expect to add more lines than these immediately and I probably only need to ensure expandablity up to ten lines.

I really don't receive very many calls... one of my lines gets 10-15 calls a day but the remaining only get 2-3. As the majority of the calls are under 5 minutes we could handle our current load with just one phone but two would be really nice. I have five people in my office but usually only two of us answer calls so I don't need more extensions.

An ACD system would be a great thing to have but it's not really necessary. I am not currently obligated to any specific SLA with my any of my clients.

I have been searching around the web and I am having a bit of a difficult time finding something that looks like it would work for me... most of the various "small business" plans I am turning up have more extensions than I would use and can't support as many incoming lines as I would like. It seems when I get enough lines I have a lot of extra stuff that I would never use and don't want to pay for. I'm sure that my needs aren't anything new and unique but I don't really know where to start looking. Does any one here use a system similar to this?

Tip_Ring - A windows based system like you mentioned sounds very interesting. I have all ready put in an info request to a Comdail representative.

Thanks again for your replies... you have been most helpful already

Chas2002

Millie - Your situation is such that you can probably get away with a 'Centrex" setup.

Centrex is a setup from your local telco that 'groups' all your numbers together and provides 'system' features; IE: Hunting, Call Waiting, Parking, and even Voice Mail..

Post back with any questions...

Chas2002

__________________
Free Preview of my fictional book: Chaos Theorem .:-:. Employment: Find a new job on pbxjobs.com

Best Video Jukebox on the net (mini-flash widget) | and | Do you want to store your MP3 files? visit: Musecast.com

Why not start a blog http://www.pbxinfo.com/blog.php - it's 110% free.