sjmins

Sam:

A small hybrid key system with voicemail/auto-attendant would probably suit your needs. A PBX would offer more overall horsepower and felxibility, but would be quite a bit more expensive.

First you must understand the difference between Auto-Attendant, an automated answering system that is usually a component of voicemail, and ACD (automated caller distribution), a system for controlling call-flow by queueing calls and providing statistical info about the number of calls received and their ultimate determination.

ACD systems can be quite sophisticated and expensive. In your situation, it would be nice to have, but the cost is probably prohibitive. A simple auto-attendant would give you the answering system that allows you to set up the greeting menu that you want ("Press 1 for support, press 2 for sales"), and if programmed with some thought about how to deal with peak incoming traffic, would serve you well.

The number of incoming lines is simply a matter of how many calls you need to be able to handle simultaneously. I would say 6-8 in your case. If you get complaints of busy signals by incoming callers with any regularity, you can add more.

Check out the NEC Elite IPK. Might have a different name for Australia market.

papa-bear

I don't have any recomendations for over all systems but it sounds like in your situation an automated attendent through a menu system would help your call load. Could even put in a menu structure to handle an FAQ list (most people call for the same things like addresses, phone numbers, pricing of base line products, etc..) so users can self help and leave your staff to take care of more needy users.

Some organizations do not like the fact a machine answers and require a human as first contact but they have $$$ to throw at extra staff.

What ever system you choose, make sure the voicemail is customizable. Don't be afraid to ask the vendor to provide a solution and demo with their product before you buy.

rixride

Sam see our new Comparison Chart:

http://www.pbxinfo.com/index.php?module=bkbCompare

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dassa

Hi;

If you are after a PABX of this size in AUS, contact an NEC dealer, or NEC direct on 131632.

An IPS with a QMaster would suit you telephony and Contact Centre needs perfectly.

Cheers.

plasma800

The call center in the nortel norstar call pilot 100 or 150 would suffice.. not terribly expensive. If you want expensive though, the Norstar Cinphony I or II will take your money right fast.. but they work great!

And I agree with checking out NEC. They've really gone to great srtrides to improve their product.