Back to basics: Traditional telephony for business07 November 2005
As the business world embraces instant communications using email and instant messaging and voice over internet protocol starts to finally emerge as a usable enterprise communication tool, it is easy to forget about the humble analogue telephone system.
But ensuring a good telephone system is in place is a basic necessity for all small businesses. The ever increasing speeds of broadband internet connections are certainly making email and IM quick and easy forms of interacting with customers.
From a customer service perspective, however, the kind of contact offered by the telephone is second only to face-to-face interaction - whether resolving complaints or queries or simply confirming important details and arrangements, many people prefer to speak to someone directly.
While pretty much everyone in the country is familiar with the traditional telephone, it is a good idea for the small business to investigate systems capable of a little more than just the connection of a single call. There are a range of telephony solutions available that can manage business calls, to allow staff members and customers easy one-to-one contact.
What type of system is suitable?
There are three types of telephone system designed for businesses, but it is a good idea to assess your telephony needs in terms of the number of staff members who will be using it and the number of calls that will be passed through it.
Extensions
Installing multiple extensions is a simple way to have several phone units for a single telephone number. This system is suitable for an organisation employing a small number of people, and allows for calls to be picked up from any extension, and outgoing calls to be made from any extension. However, only one call may be in progress at any one time, so this really is suitable for a very small enterprise.
Key systems
The telephones in these systems allow users to either select an outside line or dial colleagues internally through a simple selection of buttons. This type of system may also be installed using existing phone lines and connections, and still allow for any user to answer incoming calls, but is suitable for larger organisations, as multiple calls may be made at any one time.
Private branch exchange
A private branch exchange (PBX) is capable of channelling a higher volume of calls, and as such does require the installation of a control box. Calls running through the PBX are then controlled by a switchboard and operator, although they have useful functions that do not require staff management such as auto attendant, voicemail and direct dial in (DDI) facilities.
What is available?
There are a number of providers of telephony services and equipment and most will offer solutions designed to cater for businesses of all sizes. Depending on where your business is located, regional service providers offer phone lines and connections of various capacities and capabilities. BT offers a range of systems from the simple to the advanced, with start-up networks for up to eight users and systems incorporating VoIP features from Norstar . If you are looking for a telephone system for a high number of users and call volume, it is important to check the installation and maintenance service on offer.
More information on selecting and installing the right telephone system for your business can be found at the Business Link website
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