Telephony for Beginers

Introduction

‘Agility’ is the watchword in today’s business world. Employees in businesses both large and small are increasingly mobile and dispersed–yet connectivity is more important than ever. Desk phones today are only part of a broader communications solution that includes cell phones, PCs and broadband, PDA devices, and more. Together this arsenal enables even small enterprises to extend their reach around the globe, and to respond rapidly to shifts in the marketplace.

The landscape of business telephony has changed dramatically since 1995. Small businesses look to their phone system to bridge the distance between remote locations; to enable greater mobility in their workers; to ensure the security of valuable business assets; to integrate voice and data transmission; to enhance their professional

image; to scale to fluctuating business demands…or simply to cut costs.

The biggest development for small business is the accessibility of sophisticated phone systems. Many companies find they can adapt their existing communications equipment to produce a more integrated solution.

An existing multi-line telephone system can be mobilized to function in an internet-based phone system. Or they can adapt their networking infrastructure–their LAN or WAN–for voice communications using Voice over Internet Protocol (VoIP) technology. They can choose to save on equipment by subscribing to a hosted service, or they can invest in an on-site switchboard, the traditional Private Branch Exchange (PBX) or the internet-enabled IP PBX.

Adaptability is the essence of today’s telephone solutions. Here’s how to determine which configuration of equipment, software, and service is right for your small business.

An Overview of Options

Your goal is to build a phone system that accommodates your current needs and can be extended to accommodate any future needs. It seems like a straightforward task, yet many companies waste precious resources buying systems with features they will never use, or scrapping viable equipment and network infrastructure to install a whole new system they don’t really need.

Both traditional and internet-based systems offer a wealth of options. But unless these come bundled in a package, it’s important to determine which ones your business truly needs and which ones it can do without.

Phone system dealers estimate that “most companies never use ninety percent of their features.”

Choose Your Features

Basic Features

Basic features available with all business phone systems include:

•Multiple extensions

•Call Waiting

•Caller ID

•Call Forwarding

•Speed Dial and Automatic Redial

•Toll-free numbers

•Number blocking (limits outbound calls to specific exchanges or area codes)

Advanced Features

Beyond these fundamentals, traditional and internet-based systems both offer optional features with more advanced capability:

Voicemail. Voicemail allows callers to leave messages for employees or departments. More advanced voicemail systems enable employees to access their messages from anywhere; IP-based systems allow access from any networking device (PDAs, cell phones, computers), and can even deliver voicemail via email.

Conferencing. Conference calls are more important than ever in this day of remote offices and virtual workforces. Capabilities range from three-way connections to hundred person meetings. More advanced options include hosted conference calls with unknown attendees.

Call Hold. Advanced ‘hold’ features enable users to manage calls with options such as rollover to voicemail, reminder voice messages, and the ability to move and transfer calls on hold.

Automatic Call Forwarding. Also known as Follow Me or Find Me, this feature allows users to route inbound calls to any other phone number. A call to an employee’s business line can ring at her home phone, cell, or PDA.

Auto-Attendant. An unanswered call can be routed to a standard greeting or to voicemail.

Directory Service. Callers can navigate the system by dialing a number or an extension. Some directory services even offer voice recognition technology, allowing callers to route their call by speaking a person’s name or a command.

Call Queuing. An essential call center resource, this feature queues calls in the order received, to be answered in turn by the next available operator or a designated extension.

Software Features

Computer Telephony Integration ( CTI) refers to the software that integrates phones with computers. This software is typically sold separately from phone systems; if you intend to purchase CTI, make sure your phone equipment is CTI-ready.

Some of the features made possible by CTI applications include:

•One-Click Dialing. Employees can place calls automatically using their contact management software.  Automatic dialing reduces errors and time per call.

•Automated Call Routing. This software handles incoming calls, using caller ID information to route each call to the correct representative.

•Data Integration. Incoming calls are identified and automatically linked to data in the company’s CRM database. The caller’s account information appears automatically when a representative picks up.

•Automatic Call Distribution. ACD manages incoming calls to reduce call answer times. It also tracks per-call and per-employee statistics, allowing a call center to analyze its performance.

VoIP Features

In addition to the features listed above, VoIP technology offers a number of unique capabilities.

Low-Cost Long-Distance and International Calls. Since the voice data is transmitted via the internet, VoIP international and long-distance calling is significantly cheaper than traditional connections.

Multiple-Location Networking. A distributed workgroup in various locations worldwide can operate as extensions of a single phone system. Besides promoting collaboration between dispersed employees, this feature allows businesses to project a unified, professional image to callers.

Attendant Console. This feature allows a company to manage the functions of its phone system via a web-based interface.