How to Buy a Telephone System 101
A short unbiased Tip List
Support
Chances are you have already seen many flashy websites selling Cloud services that appear to be local. The vast majority are not.
They acquire a local number to give the appearance of local support. They may claim ‘best local service!’ However they are hundreds if not thousands of miles away. Many are not even based in the USA.
All phone systems require hands on support if they are going to be 100% functional. That means a VoIP Portland technician there to get the job done. Not some faceless entity that ships you phones in a box with a do-it-yourself sheet like you bought a nightstand at IKEA.
Simplicity and Flexibility
Simplicity of use is so important and often disregarded. Many of these newer-generation VOIP systems have so many complex, intricate, and detailed features that they can get confusing very fast. Simple is often better. In programming these newer systems one of our challenges are making the phones as easy as possible to use.
Do not be tied to one manufacturer or provider. Multiple platforms and vendors offered as a complete package.
Ask any computer guru whether he would rather have a PC with a brand name stamped on the front or a custom configuration with the best CPU, hard drive, monitor for the money on a piecemeal basis. They will choose custom every time. The value and performance is much better.
The same applies to phone systems now. You can choose (via our knowledge and recommendations) what components should be implemented in your phone system.
The days of purchasing a phone system from one manufacturer, with their ‘box’ and their own phones is coming to an abrupt end.
If you are considering a phone system from a one-name get it all from us company, please rethink that logic. Avoid decisions that limit your future choices and allow for strategic obsolescence.
Customization based on open standards means that you don’t have to worry about a particular manufacturer going out of business or their support being discontinued at some point. There are dozens of sources for every part, including phones, going forward.
No longer will manufacturers be able to dominate the market with their overly and unnecessarily complex systems and exorbitant reoccurring license fees and hidden costs. An IP phone costing over $250 will be very rare going forward. These formerly dominate manufacturers just entangled you into a quagmire of dependence.
When you go to a trade show like IT Expo, what do you NOT see? Big brand names. That is because they are yesterday’s news. You see open-platform, SIP, Asterisk systems everywhere and the innovation is boundless.
Just five years ago, it was all the brand name, proprietary systems. They are becoming fossils now and the only reason you see some dealers still selling them is because they have so much tied into tech training, inventory, advertising, contracted commitments … they are stuck in the past.
What if you are unhappy under substandard performance and serious shortcomings, broken promises? Anyone that has tried to exit a telco’s contract term knows it is almost impossible unless you pay off the whole contract. We see it everyday. “We hate XYZ Telecom and the service is atrocious, but we are stuck with them for another two years.” Make the correct decision now. Save yourself a lot of grief later.
Should you have your own premise system or a Cloud/hosted service?
Most of the time it comes down to economies of scale. If someone has over 30-50 phones, a premise phone system is very attractive.
Cloud of course is best for the smaller office because the expense and time involved in installing a premise system for a five phone office is comparable to a 20 phone office.
It is hard to put into black and white though. That is why personal, local support is so critical at the survey stage, pre-installation. We see exceptions to the rule daily.
For those who wish to use a hosted phone system, who is the best choice?
By all means, if you must go with a hosted system, go local. Local support and setup.
VOIP PORTLAND offers full local support on our hosted systems and dozens of phone options. We provide for simple monthly online payments.
Hosted systems all-inclusive start at about $149/month inclusive of new color IP phones that will put most analog and digital phones to shame.
Is a VOIP phone really better than a digital or even an analog phone
There is nothing wrong with non-IP phones. That includes digital phone systems.
It is rare today however we do run into places the make an IP phone system difficult to install. Very little Ethernet cabling and hard to cable areas.
Places where WIFI and AC power are also not abundant (WIFI is an option, but there still needs to be an AC outlet to power the phone).
A digital phone system is often all that is needed. Does a restaurant or a tire shop really care about getting Voicemail as Emails? Probably not.
Mobile phone Apps:
Can you go to the Google Play store and download a mobile app for your Android, Apple, or windows device? If so, how well does it integrate? Is there a license fee or cost associated with these apps or are they free? Are mobiles app guaranteed to work with your particular carrier? Some block wireless apps.
Software Upgradeability. Many telephone manufacturers are famous for changing their system configurations almost continuously. You cannot simply keep the same sets and upgrade to a current version through software. This built-in obsolescence means service on your new system may be difficult to come by down the road, not to mention sky-high prices for replacement parts.
Who specifically will install and program your system? Does the service company use their own technicians? Are they licensed electricians? If you need some cabling add do you have to call yet another company? How is response defined – is that a telephone call back or email response or does that mean a technician is guaranteed on site within a certain time, especially in an emergency?
After you purchase a system you want to deal with a company that will put your potentially urgent service need above other concerns like sales calls.
Downtime. How long will your lines be down during installation? Will the vendor be willing to do the cut over after your business hours? If so, will additional overtime be charged? If voice mail services are to be activated, are all the personal greetings and night message pre-recorded for you so it can be used right away? If not, does the system make recording your name and greeting super easy or do you have to dial in confusing codes?
Standard feature or option? Many proposals list a feature, but to activate that feature is an extra charge. For instance, if the proposal lists music-on-hold as a feature, can you just upload the music yourself? Is that per company, department, or all the way down to the individual phone?
Datacom Hardware: If you are moving from an analog or digital phone system to a new VOIP phone system there will most likely be hardware required in addition to the phone system in terms of devices like upgrading to Power-over-Ethernet (POE) switches. If not POE, the only other (poor) alternative is to install power transformers at every phone. Make sure any datacom related hardware is either included, or a third party (such as your IT person) has a handle on it and has budgeted for related changes.
Have all network programming and hardware issues/extras been addressed? Bandwidth and Latency pre-tested? If you have an IT person on staff, or outside IT firm, have them sign off on any proposed system.
Cabling Infrastructure: Often wiring was done years ago and is not the latest and greatest. If you are not a current account of ours we always survey your wiring before bidding.
More importantly, we do not shift blame for issues. If we look over your wiring and say it will do the job and later it is found inadequate at the installation, it is our problem not yours.
Some of our competitors are notorious for saying ‘it must be your wiring.’ Now here is our quote to re-wire everything after the fact. Watch the fine print. This is especially true of VOIP phone system installations. More issues? Oh, you need a new router, switches, etc, and here is the estimate/bill. We do not do business that way.
In 2007 we lost a sale to a competitor who was $5k less on a $60k phone system (different manufacturers).
By the time our competitor was done, that account put $147k into rewiring, new data hardware, etc, to get the phones working properly. The manager told us not going with us was a huge regret for them. They were bitten by our competitor’s fine print clauses and the hype of purchasing a popular brand by name only.
Does the dealer also install and guarantee cabling systems?
Especially with IP-based VoIP systems, the cabling infrastructure is critical. You want to deal with a company trained in installing, testing and certifying data cabling. Licensed and bonded. Use only a Construction Contractors Board (CCB) registered contractor.
Contact names. Write down names. Who will install the system and what are his/her qualifications? Is he/she an employee or a subcontractor? Who, if anyone, will train you on the system? If problems arise, who can you call at the vendor office – will the salesperson stay with you and by your decision? Are they committed enough to give you their mobile numbers?
Last note: A top of the line phone system installed by your average installer is simply going to end up being an average phone system. Not installed or programmed to its potential. Worse possible scenario – something like shipped to you with DIY instructions.
Forget the slick salespeople (and their promises) employed by most phone companies.
It is highly unlikely the salesperson is going to be interested in seeing the job through once the sales order is signed. Be more concerned with who is going to be installing your new system and supporting it and less with who is selling it.