Business phone system - where to start?

Edwards Finance > Phones

Q. Was wondering if someone could point me in the right direction. Work for a company that has about 30 employees. We currently have a digital phone system (not sure which one) with voicemail and a single T1 line. We have an 800 number and get calls constantly throughout the day (sometimes all the lines are used up). I'm a network engineer (new to the company) but have no experience in phone systems and have been told "go find a new one". Apparently we've had all sorts problems with the system crashing, lost voicemails..etc...so they want to start over. So where do I even start to look for a new system? How do I know which ones are good and which are junk?

A. Look in your local yellow pages directory for PBX vendors. Establish a relationship with one of them and be prepared to spend some real money. 30 employees, say 40 extensions, I'd put the ballpark anywhere from $8k to $50k, depending on what level of reliability and features you are looking for. You may be able to upgrade your existing PBX, preserving your investment in desk sets and line cards. Once you know what you have, you can start identifying the problems it has. A T-1 can have 24 incoming voice lines and with 30 employees, it isn't likely that you have 24 working lines, unless you're into bookmaking. It may be that you just need to work with your present or a new vendor and repair the present system, or, keep the phones and replace the cabinet. Of course, the crash may be so bad and the system/vendor may be such that you really want to replace the system. In that case, sit down and analyze what you have and what you are trying to accomplish. Are you growing? Do you anticipate more lines or employees in the next 3 years, will they telecommute, etc. etc. Then create a proposal request, or call a telephone system vendor, and get a few quotes. A good vendor might be able to identify issues that you haven't even thought of when it comes time to replace the system. Getting an independent consultant may be helpful. Unlike the vendors, the consultant works for you and is motivated by seeing your needs met and saving you money, NOT selling you a system. If you're interested email me, I'm sure I can help. I have extensive experience working for a vendor that provided systems to companies of your size. The vendors hate people like me because I use my inside knowledge of how they work and what their costs are to get my client the best possible up-front price AND reoccurring costs. I also can help look into you Telco service (WAN, and Internet also) costs. Have you looked into Asterisk software? It is a PBX application running under Linux on an x86 system. It is freeware developed mainly by a company called Digium. Digium sells PC boards such as one to terminate a T-1, for example. It might be a very worthwhile, and much cheaper, alternative to other PBX systems mentioned in earlier replies.

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