Buying new phone system. Here are my options.. Opinions? 3

[eod]

I've been handed the task of purchasing a new phone system for our office.
We are currently a 30 person office planning to open another site that'll have maybe 4 phone systems.
From poking around with local vendors, I've come down to the following packages.

One company is offering us:
Avaya IP Office 406
Expansion modules (terminal modules, phones, etc)
Voicemail Pro, etc.

Another is offering:

Toshiba CTX setup
modules, voicemail, etc.

And the last company we are considering is offering:

A Inter-Tel setup.
modules, voicemail, etc.

The prices all come out around the same, so price isn't really an issue. Our main concern is picking a good solid phone system that'll have a upgradable and long life ahead of it, while being easy to maintain. I know I didn't give a lot of details but the area of phones is a bit gray to me and I've only begun the search. I hope that you guys can help guide me in this purchase decision..

 

[Guest_imported]

The Avaya product obsoletes the old Avaya product. Avaya didn't figure on supporting the expanding the existing partner base, and just selling everyone new. Its a concept I don't like.

The Inter-tel system adopted IP into the existing platform. This is my recommendation. Its a strong telephony system.

I don't see Toshiba around here much

 

[eod]

Thanks a lot for the reply. Your advice on the Avaya is exactly the kinda information I was looking for. I'd rather not do business with a company that is bent on selling you a whole new system instead of having a forward future built system.

I'm going to a meeting tomorrow at one of our vendors to check out the inter-tel setup.

 

[SuperTanker]

I have to agree with your choice on the Avaya product lifecycles, however I've had great success with the installed product. We use several merlin systems wich have a degree of upgradability, and their easy to program too boot.

 

[eod]

I went to 2 meetings today. One was to check out the Inter-Tel setup. It was impressive but they didn't have any full exchange features setup to show us some of the vmb/fax integration.

The second one was to check out the Toshiba product (teamed up with a Callware VMB). While they don't have a VoIP solution yet (the module comes out in December) they do have a setup that'll work for setting up home offices, which gives full phone functionality.

Monday I check out the Avaya setup.

Question: When looking at vendors, how concerned should I be with how I percieve the sales person's technical knowledge? What about the size of the service force?

Also if anyone wants to comment on any of the systems I could use any links or opinions ya got.

Thanks a lot for the help so far.

 

[mattKnight]

Interesting questions regarding salespeoples' technical knowledge!

IMHO, Salespeople shouldn't be let out alone without a good feature knowledge. They exist to sell and not to implement, but as their implementation knowledge is often lacking. The sales team should have two people - sales manager and sales engineer. The sales engineer should have all the techy stuff for the IT/Telecomms dept and the sales manager should talk to managers / leaders etc.

In short, when asked a technical question, if they try and bull**it you you should be worried, if they admit they don't know, but will confirm with their technical dept (and do) you might be OK!

As for the size of their service force: it really depends on the SLA you wish to implement. They may have 1 guy covering the whole of the USA, but offer a SLA of 1 month response time (Extreme I know). Probably more important ( and measureable) is what their staff turnover is. Again, find out wheter implementation is done by the support or a dedicated implentanation team. Finally, find out if you can rely on getting a single person dealing with you on site, they will get to know the site and peculiarities(spelling??) which helps!

Just my rambling thoughts...

Matt

 

[jeffmoss26]

I vote for Inter Tel. I think that they have great features available, especially IP phones and networking so you can have 1000 plus ports. My dad works for a company that sells all kinds of phone systems but Inter-Tel is by far the one they sell the most. BTW,what city are you in? (Just wondering) Jeff Moss
Warwick Communications, Inc
jeffmoss26@adelphia.net

 

[eod]

I'm in Portland Oregon. Thanks for the input on the Inter-Tel. Anyone know how the Inter-Tel is on the administration side?

 

[jeffmoss26]

by administration, do you mean programming and software? i know that their database programming is very good and so is AXXESSORY talk. If you need more in depth info, let me know.

Jeff Moss
Warwick Communications, Inc

 

[eod]

Yeah basically how is it for someone who is the Network admin but is used to admining computers not phone systems (I don't mind learning). From what I've seen everything looks pretty intuitive.

 

[jeffmoss26]

im not totally sure, but there is so much that is integrated with computers. Since i dont work with the programming side i dont know 100% but ill look into it.
will the vendor be installing the system and programming it? installation for AXXESS is not exactly easy, the manual is about 6" thick. Jeff Moss
Warwick Communications, Inc
jeffmoss26@adelphia.net

 

[eod]

Yes, a requirement from all our vendors is that they install, provide some sort of training for me and provide future support (if at a cost, that is fine) down the road.

I check out the Avaya system this Thursday and then it is time for the elimination rounds. =)

 

[executone]

Nortel has a VOIP system called the BCM, but I agree with the others I like the Inter-Tel product line.Inter-Tel has a lot of different options on type of system. Full IP or a legacy system with VOIP capabilities. Good Luck!!

 

[libertate]

I second the Inter-Tel system for such small office, unless you find a PCPBX...

As for not having VoIP immediately with the Toshiba is not such a terrible problem. VoIP should be independent from the switch as far as I am concerned because the miriad of incompetabilities. I use gateways instead.

Inter-Tel's software to manage the system is quite simple despite the thick manual. If you have some LAN management experience, you will muddle through even without the manual. I love Inter-Tel's use of wiring. They do not use the center pair, which allows you to connect both the Inter-Tel telephone and a modem/fax to the same wiring.

 

[eod]

Right now I'm pitting the Avaya and the Inter-Tel together. I dropped the Toshiba from my considerations because it seems like Toshiba as a company focuses on more than just phone systems. Infact I could see them one day dropping or reducing the support for their phone line and focusing more on another of their product line. (someone please correct me if my assumption is wrong).

Anyone give me some pros and cons on the Avaya vs the Inter-Tel?


Again, Thanks a million..

 

[jeffmoss26]

You asked for Pros and Cons, here are some:
Ease of use, price, and installation are pros with Inter-Tel. However, Avaya sells a wireless solution for their systems, most of their systems are easily expandable, and they have many more dealers. Neither system is cheap, though. Jeff Moss
Warwick Communications, Inc
warwickcomm1@yahoo.com

 

[libertate]

Of course you could just buy a few cPCI cards, a decent chasis, load a good software, and make your own for a fraction of the off-the-shelf cost.

 

[eod]

I normally am a do it yourself type guy but in a business environment, going with a name brand prebuilt system is important for future support (and important for keeping the upper brass happy).

If I where to quit, die, move on, the company would be left trying to find a replacement who knows the homebrewed system. Not that it wouldn't be possible but from a business perspective I think it is a unnecessary risk.

I'm not the only one making decisions here, the upper brass has a lot of say in this, they do control my budget and salary after all.

 

[europe]

I have to say you are ABSOLUTLY right on not going the home made, patch it together yourself route.

I'm not that familiar with the IP Office or the Inter Tel, but from what I know about Avaya I that they would not bring a system to the market that would obsolete their current install base.

So just sit down and look at:
- price
- features and functions
- growth and investment protection
- market share (and here I mean would you be able to switch from one dealer to another if you wanted too)
- allways try to get a visit to a site your supplier installed and talk to customers.

And goodluck......... Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[eod]

We purchased the Avaya ip office which ended up being a nightmare, so our vendor swapped us over to a Merlin Magix which we are finishing up the install on today.