Simple Strategies for VoIP Implementation
Julie Drake of Jewel Technology Services, Inc.
Business managers and owners are looking at new ways to stay ahead of the game. Current ads promise that IP Telephony is the answer to many of today's business dilemmas. While technology can be used to enhance a business model, technology for technology sake is never the answer. If it has been determined that IP Telephony is one of the tools to boost productivity and customer service; there are ways to purchase that technology.
Years ago, many businesses utilized Centrex lines to reduce large capital expenditures for telephone equipment. This meant that the business kept no main telephone equipment on site, it simply "rented" lines and telephones for each of their phone locations. The goal was to enhance features while reducing cost. However, the opposite became true when new and less expensive competitors were able to compete with the local phone companies. A company that was in business for 10+ years could have easily purchased a phone system of their own a couple times over. Today, the phone company and other IP service providers are offering the next generation of this concept - - Hosted IP or IP Centrex.
The hosted IP/IP Centrex services do offer some very nice benefits including very little or no capital outlay for new phones and features, plus a highly flexible disaster recovery plan for incoming communication.
Some questions that should be asked before instituting a
contract for Hosted IP/IP Centrex are as follows:
1.Are the
additional features going to enhance business practices?
2.Can
the provider effectively deliver 9-1-1 calls?
3.If the goal is
monthly payments rather than a large capital purchase - is there
a lease option or other type of solution that would provide
equity when the term is attained?
4.Is the IP Centrex vendor
going to be able to service the contract until completion?
Remember that even though a vendor may be new to this type of
service, if they have proven to stand by other service roll-outs
it may not be a huge risk.
5.Are there short term contracts
available? Try to obtain a contract that has a business downturn
clause that will allow a reduction of lines so payment is not
required for phones no longer need.
6.Is there an installation
fee? And if so will this fee combined with the monthly payments
exceed a new system purchase?
Many people in the business community today utilize digital
telephone systems by a variety of manufacturers. Some
manufacturers such as CISCO, 3-Com or Interactive Intelligence
only offer IP Telephony. However, others such as NEC, Inter-Tel,
Toshiba, Avaya, etc. offer a combination of both digital and IP
Telephony or all of one or the other. There are inherent
differences between the two technologies. Digital Technology
1.Uses cables that are separate from the computer system.
2.Does
not have to run on CAT5 or CAT6 cable.
3.Typically has a
telephone cabinet with a processor and separate circuit boards
for connection of lines and phones.
4.Very reliable
IP Technology
1.Can run on the same cable as the computer.
2.Must be connected to a minimum of a CAT5 cable even if it does
not share with the computer on the desk.
3.Stores system
software on a server, in a router or in a traditional telephone
cabinet.
4.Competes with bandwidth on the data network.
IP Telephony has benefits that are great for some companies and
irrelevant for others.
1.Ability to connect remote workers using
a cable modem, DSL line or other high speed internet connection.
2.Customized call routing based upon inbound caller
identification, status ID for callers (known as presence).
3.Advanced custom applications. Attendance and student record
review in a school district, database integration for car
dealership sales and service departments, inventory control and
updates for manufacturing companies.
4.Desk to Desk video at a
very inexpensive rate.
5.One network to maintain.
While there are benefits to this technology, there are also
things to watch out and prepare for (This is just a partial
list).
*Now that the phone system is part of the data system it
is vulnerable to viruses and other spy-ware threats.
*Warranty
times are generally far less traditional phone systems so the
on-going maintenance costs may start 90 days following
installation.
*IP phones require power at each phone - either by
a local power outlet or data switch equipped with Power over
Ethernet (PoE) capability.
*Quality of Service (QoS) is vital to
prioritize voice over data calls.
*IP phone have more stringent
distance limitations.
*A ten year life cycle cannot be
anticipated.
*Analog lines (plain old telephone lines) and
analog phones, fax, modems, etc. are often challenging and
costly to connect to a full IP system.
*Data cable (minimum CAT5
rating) must be available at each phone location.
*The
environment must be conducive to the IP equipment. Certain
manufacturing floors require refrigerated and sealed cabinets
for their PC's. The same would be required for an IP phone set.
*Internal support departments may need to be structured. If
there are separate support groups for voice and data they may
need to be combined or one eliminated. This assessment is
extremely important to the success of an IP Telephony project.
Do not overlook this important aspect before making a purchasing
decision. Uneducated decisions are recipes for disaster in any
project. Don't rush into a change of this magnitude. Take the
time to assess the business functions, the existing network
infrastructure and support groups, and make sure the environment
and resources are in place this type of change.
About the author:
Julie Drake is an independent telecommunications consultant. She
has been in telecom for 11 years and considers herself an
architect of the communications world. By building "jewel
teams," she assists clients in making new purchasing decisions
and improving their bottom line through in-depth telecom audits.