Once you've narrowed your choice, negotiate. You should be able to get a discount off the price you are quoted. You can probably get other concessions, too, such as an extended warranty (typically, warranties last one year) and four-hour service instead of same-day service.
If a prospective vendor balks at such demands, tell him you'll just pick up the phone and call another.
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Jeffrey Ubois is a freelance writer in Arlington, Va.
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SMART TIPS . . .
Allow for at least 25% excess capacity -- phones and phone lines -- when installing a new system, since it should last at least five years. If you plan on growing faster, purchase even more capacity up front.
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A key or hybrid system should provide most of the features a business would want, now and in the next few years. A PBX or Centrex system is simply too costly unless you are doing telemarketing or mail-order.
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Vendors will probably say you should rewire your building. But unless it is old, the existing wiring is usually sufficient. If you do run new wire, string computer cables at the same time to save money.
Conferencing
A basic feature of the 1990s. If you run into a problem when you're on a call, you can bring in another person, or several, to help.
Toll restriction
If too many employees are calling dial-a joke, or Las Vegas for the latest football odds, you can block their calls with toll restriction.
SMDR
You can cut employees' personal long-distance calls with station message detailed recording, which lists every number called, who called it, and when. SMDR will also sort phone bills by department, vendor, or any other group.
Speakerphone, Intercom
A speakerphone will free up both your hands, so you can do work when someone's boring you on the phone. An intercom lets you reach another employee without tying up your phone.
Automatic attendants
This system greets callers with a recorded message, and instructs them to enter various numbers from their phone to get information or to be connected to different departments. That cuts the time your people spend on the phone.
Reception, Voicemail
Most companies will route calls through a receptionist or operator. A voice-mail system will lighten the load, taking messages automatically and routing them to employees.
Busy lights
When lit, these indicate that someone is using a phone line.
KSU, PBX
This box, mounted somewhere within your company, is the brains of your phone system. It switches all incoming and outgoing calls to the right phones and lines.
Hold, Transfer
Basic necessities. No phone should be without them.
Central office
The "phone company." Outside calls, regardless of the system you use, are routed through the central office en route to their destination.
Feature phone
More than a simple push-button set, it offers keys that can be programmed with frequently dialed numbers and displays the phone numbers called and duration of calls, so you don't run up your bill.
A BUYER'S WORKSHEET FOR PHONE SYSTEMS
Capacity The number of employees and outside phone lines determines the class of system you'll need. Key systems are recommended for up to 40 phones, but only 20 outside lines. They may not be reliable over large physical areas, such as a factory floor. Hybrid systems are good for 70 to 100 phones and as many lines. PBXs have unlimited capacity, but are overkill unless you're doing heavy telemarketing or mail-order. The same goes for Centrex; it is useful, however, for linking distant buildings, such as retail outlets.
Phones Basic push-button phones are sufficient for most businesses. If you want programmable keys that store frequently called numbers and such, you'll need a "feature phone."
Hold, transfer; conferencing All are basic necessities in the 1990s; be sure to get them.
Intercom, speakerphone If employees talk to one another often, an intercom frees up internal phone lines. If they need their hands free while on a call, get a speakerphone. For both, you'll need phones that have a speaker and microphone.
SMDR If you divide phone bills by department or vendor, SMDR will do it for you automatically. If not, consider SMDR only if employees make a lot of personal calls; because it lists the maker of each call, its presence will curtail such activity.
Least-cost routing Automatically chooses the cheapest long-distance carrier for a call. Worth the cost only if many employees call extensively. Usually not available on key or hybrid systems.
Voice mail If employees are frequently out of the office, this will simplify message taking. If not, it's an unnecessary expense.
Automatic attendant If you get many calls, this will automatically route them to specific extensions, reducing the burden on a receptionist or perhaps eliminating the need for more than one. May not be available on key systems.
Automatic call distribution Queues and distributes calls to pools of operators. Useful only for heavy phone answering, as done in telemarketing or mail-order firms.
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