First considerations - Supply of lines and Main System
Firstly, how many people will require lines internally? This could be by desk or area, and not necessarily by number of employees. It may also include a line for each area or person to allow an internet connection. Do you want each area or staff member to have a 'direct dial inward' phone number (DDI), or will there be a central area for calls to be taken, such as a receptionist or an extension number. If you choose DDI, an ISDN or Integrated Services Digital Network will probably be required. This allows simultaneous use of the line for different applications (for example, fax, internet, voice calls and so on), but it is now generally the norm to have this type of line installed. The usual ratio is one external line to five internal lines. You may also wish to project growth levels for staff and services into your company for the next three years or so.
Systems can be installed where each phone has an extension, available by calling one number, or alternatively a DDI can be set up for different business areas. It may be that you require a dedicated DDI for customer services whilst the operational area of the company requires its own DDI. Some systems can be set up that can route the call through to a number via a set of options. This system is called an IVR (interactive voice response) system, and it is not just available for larger businesses; smaller ones can use it as well. For example, it will route the call through to either a landline or mobile by selecting an option number, as well as playing music if the customer has to wait or is put onto hold, or forward a call to a voicemail. It is not necessarily activated by a voice command despite its name, but can also respond to keypad option selection.
Also, bear in mind that there are ways to reduce telephone costs through using VoIP technology; Voice over Internet Protocol can save the company money, and as nearly all businesses now rely on having a network of computers, installing VoIP may be prudent as an additional means of communication. VoIP needs a computer with internet connection; calls to users on the same system of VoIP are usually free.
Second Considerations - Additional Services
Will you require calls to be forwarded to mobile phones, and their integration into your system? Additionally, will calls require any redirection to staff members who work from home?
Do you wish to have a data network installed, which is able to use wireless technology? Is there a need for your business to be able to integrate the phone system with the IT used? Will you need to be able to identify customer details and dial numbers from a computer, called Computer Telephony Integration (CTI)? Most small businesses do not have this need, although marketing firms may find it essential.
Final Considerations - Choice of Supplier
The best recommendation is to choose just one supplier to do all the work, as using several may be a false economy, and make things very complex in case of problems. Vet the company carefully to ensure that they have the necessary experience, quality, and reliability, and ensure that after installation, they will offer a service that is efficient and fast in case of problems.
