What questions should we ask ourselves before buying an office phone system?

Basic Questions to ask yourself:
Do you want a disposable or long-term phone system? There are several tiers in quality levels with phone systems. Basic rule: not all phones systems are equal.
Do you want basic digital telephones or IP based telephones? Do want to integrate your CRM/ERP/Client Data Base/Contacts with your IP phone system; or do you just want dial-tone and the ability to make and receive calls?
Do you want/need basic voice mail or unified messaging that will place VM and Fax into your email box?
Do you want private IP technology that uses the PSTN as the backbone; or do you want to use VoIP/SIP based technology? There is a definite difference in the way they work and handle calls.
Do you want to manage the system yourself, have a vendor do the basics, or do you want a fully managed system? Basic rule: the term managed means something different to every provider.

Questions to ask your prospective vendors:
How long have they been installing the phone system they are proposing for your business?
How long have they been installing this specific brand of phone system? Some vendors move from one brand of phone system to another. Do they specialize or do they install more than one brand?
What certifications do their technicians/engineers have?
What are the total costs of maintenance and on-going support? Are there any guarantees of Total Cost of Ownership?
How do they provide maintenance and on-going support? Do they have service technicians that have to be scheduled? Do they remotely log-in into your system when you alert them of a problem? Do they proactively monitor your system, fix errors, and proactively call you when significant issues occur?

Things to compare:
How not what. Basic rule: every system has the same features. The big comparison is how each system does certain repeatable features. How many buttons do you have to press to transfer, conference, or do other features. How easy is it to complete calls and features?
Does the system proposed have a PC “dashboard”? A control screen that allows calling from your contact list or other lists, allows user controls of call routing, and other basic features.
Carefully compare the equipment and software supplied by each vendor. Basic rule: not all quotes are the same. There are no apples to apples comparisons.
If a vendor is considerably lower than the other vendors they have omitted something. If you are looking at similar quality solutions there should not be a huge variance in price (maybe 10% to 15% at the most).

How To Plan:
Wiring – is adequate wiring in place and has it been tested to every jack location. Use CAT5 or better wiring to each jack location. If you are putting in new wiring put in lots. It is cheaper to over wire in the beginning than to retrofit wiring later. Use a licensed electrical or low-voltage contractor.
Network – are you putting in a digital or IP based system? If you are putting an IP system they usually need only one cable per phone/PC. Is your network compliant; does it allow for the extra data traffic if you are installing an IP system? Do you have POE switches?
Access services – are you connecting to traditional land services; analog lines or T1. Are you connecting directly to Internet access for your voice service (think twice about this if your dial-tone is vital to your business).
Is the system you are looking allow for growth – yes, we need to be optimistic and think that your business will grow. Verify the port or license availability when purchasing a new system. What is the incremental cost to add new users (equipment, software, licensing, and installation)?
What contracts are you signing? What are the termination costs? What are the move costs if you relocate?

Dig deep, ask for references, compare carefully, and talk with other companies that are pleased with their systems. The final basic rule: every phone system purchaser gets the system they deserve.

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