Key Systems are the simplest type and can handle up to 60 stations, with a maximum of 40 usually recommended.
In this type of system, the wires from outside lines and extensions are connected in a small box called a Key Service Unit.
The phone on each employee’s desk has lighted buttons, representing each line. An outgoing caller selects an unlit button to get an outside line.
Incoming calls are routed to an extension. If that extension is busy, the call is rerouted to another line, or to a receptionist.
Hybrid Systems can handle a maximum of 100 stations. With hybrid systems, users do not need to select a line manually, as the system will automatically find an open line. This eliminates the need for more complex lighted handsets used in key systems. Additionally, hybrid systems are usually more electronically sophisticated, offering more features.
Private Branch Exchange (PBX) Systems offer no limit on the number of stations that can be accommodated, but the price increases with the number of stations. PBXs are more sophisticated than key systems or hybrids, but also more costly. The capacity of a PBX is described not by lines, but by ports, the total number of wires the system can connect. PBXs can support advanced special features.
Centrex offers the same kind of options as a PBX, but the phone company provides the switching functions. Centrex is a leased service that relieves you of the expense and administrative concerns of buying and operating a complex system at your site.
Telephone System Terminology
4x8 or 8x16 or 1032
These numbers refer to the number of incoming lines compared to the number of telephones that a system will run. If a phone system is configured 4x8, this would mean that this system is capable of running 4 incoming lines and 8 telephones in it's current configuration. Sometimes you will see this without the 'x', as in 1032. Meaning is the same, 10 incoming lines by 32 phones.
Digital or not
Telephone systems made over the years have been produced to either be a digital system or an analog system. Digital systems are the most common place today and most modern systems are digital. Digital essentially means that the phone system is computer driven in it's circuitry. Smart phones systems.
Cabinet, KSU (key service unit) or System
This refers to the ACTUAL phone system itself.
Carded Cabinet, Carded KSU
Most phone systems made today consist of an empty Cabinet or KSU (think of it as a computer case with a motherboard and power supply installed, but no video card or sound card yet) and a selection of cards that slide into that cabinet. These slide in cards allow a user to customize a system to their needs. Not all systems are carded system.
CO Line
A CO line refers to an incoming line provided to you by your local phone company.
Stations
A station refers to one "Telephone" station coming from your phone system.
Port, Ports
A port refers to a single interface connection with your phone system. If you plug in a telephone, it takes up one "port". A CO line from your phone company take up one "port". A voicemail system that has 4 ports will allow 4 simultaneous connections. A phone system configured 3x8 has a total of 12 ports, 3 for phone lines and 8 for telephones.
ACD (Automatic Call Distribution - Commonly referred to as a Call Center)
ACD or Call Centers are a method of keeping your customers occupied while on hold and notifying all representatives in the Call Center Group that there are callers on hold and queued in order. The system then distributes those calls evenly over your group. Different ACD systems have different levels of functionality and features. ACD is typically a function of a voicemail unit.
Auto Attendant
Auto Attendant is your basic electronic receptionist. It will answer your phone with your custom greeting and then typically route the call through the CCR tree (see below). Auto Attendant is typically a function of a voicemail unit, although some systems (such as a Norstar Compact ICS) has a limited version built into the cabinet.
CCR (Custom Call Routing)
A CCR or custom call routing tree is a method of allowing your customers to select choices in order to be routed to the correct person or extension. These trees usually have several levels of choices for each choice given and are typically fully customizable. (EXAMPLE : "For Sales, press 1, For Support, Press 2.." upon pressing 1 or 2, more choices can be offered "For Computer Sales, press 1, For Hardware Sales, press 2.." CCR is typically a function of a voicemail unit, although some systems (such as a Norstar Compact ICS) has a limited version built into the inet.
LCD or Display
Most of today's modern phones come with a display on the phone (typically referred to as an LCD or Liquid Crystal Display). Usually these displays are used to show you all kinds of important information, such as ACD functions, date and time, message notification, Caller ID and more.
T1 or PRI
A T1 or a PRI is a method of getting a bulk of phone lines from your phone company in one big chunk (or trunk..as they call it) Most T-1's or PRI lines provide up to 24 channels of communication per T-1 and are a money saving idea for companies with upwards of 15 phones lines. Buying a phone system that can take a T-1 in a cost efficient manner for those planning on growing is an important decision.
Automatic Set Relocation
Automatic Set Relocation is a feature of a phone system that allows you to move a phone to a new "station" or desk (basically another jack) and have the programming for that phone follow the phone to avoid reprogramming the phone at it's new location.
CID (Caller ID)
Caller ID is a function provided by your phone company to notify you of who's calling before you answer the phone. If Caller ID is important to you, getting a system that allows it is important.
Telephone System Features
Expandability
Having a phone system that can grow with your business is an extremely important concept to your decision making process. When considering a new phone system, the methods, sizing and, more importantly, the cost of upgrading & expanding your phone system is crucial. Will this system meet your current needs AND your future needs.
Integration of Additional Features, such as voicemail
Integration of current or future additions is an important concept. If you want voicemail in the future or now, it would be a wise choice to narrow your choices to systems that have easily integrated voice mail systems. Not only easily integrated, but a voicemail system that is specifically designed to work with the system of your choice. Other additional features that you may want are things like Caller ID, addition of lines and phones, ACD, Auto Attendant, CCR Trees.
Pre owned or Brand New
A lot of money can be saved by buying a system that was pre owned. A lot of money can be wasted if you purchase the wrong pre owned system. Our recommendation on pre owned systems is to purchase the system itself pre owned (certain systems hold up very well in the not breaking department!!) but purchase new phones to go with it. We also recommend that you buy a used system that comes with a warranty and that you are fully informed on what it is that you are purchasing as well as adhering to everything else mentioned in this series. Without a doubt, don't knock a used phone system, they can carry on their duty on your phone room wall just as well as the last owners phone room wall!
Older system vs. Newer System
When considering a used phone system for cost efficiency, many people discuss the concept of purchasing a new used phone system or an older used phone system. Older systems can undoubtedly be made to fit any budget, and do a fine job while installed at your office or home. The problems that most run into with an older system is the lack of additional items like voicemail, Caller ID, advanced features and sometimes, breakage. We would recommend that you put your money into a somewhat modern system to start with that still has some useful life and parts & upgrades available to you.
Ease of Maintenance
Ease of maintenance is an extremely important consideration. There will be changes and upgrades to your phone system that will be out your own technical expertise, and at that time, you will need a technician to come in and make those changes for you. Be sure that you purchase a system that is well known by technicians all over your area. This way, you are not locked in with only one or two techs that know this too and can price gouge you based on your lack of alternatives.
Integration with your current office wiring and installation
Buying a phone system that will work on your current office wiring can be a huge budget saver. A lot of modern system will work with any existing wiring....and some won't. The ones that won't, require all kinds of new wiring and cable pulls, all at your expense.....and expensive it is! Along those lines, it's also important that you select a system that is easy to install, setup and be trained on. Well known systems are usually less expensive to install as there are a lot more tech's that know how to put it in, making the competition stiff, driving prices down.
Price does not equal quality
Please keep in mind, that price does not equal quality in this industry. There are very cost efficient, very feature rich phones systems that will not break the bank but still offer you years of great service, expandability and tons of features. There are systems out that cost double and triple, but offer you nothing more than headaches, break downs, mind bending tech bills that are usually ditched for a simpler, efficient system.
uses only Cat5 or higher.
