There are many reasons for an organization to make the transition to IP telephony. Scalability, value, flexibility, customization and productivity are just a few of the many benefits. Determining when to make the transition is almost as important as why. But once the decision is made, nothing is more important than finding the right solution, whether it is CPE-based or fully-hosted IP-PBX.
No one solution is appropriate for every company and there are no golden rules that ensure success. However, after six years of trial-and-error we have narrowed down some crucial elements that must not be overlooked.
First and foremost, communication is essential. This is especially true for an installation where there are several companies working together to provide a single solution. CompleteComm was recently brought in to provide the hardware for a fully-hosted VoIP solution from a major service provider here in Southern California. From beginning to end the process took nearly 90 days and despite a few hiccups along the way, the end result was a satisfied and ecstatic customer.
The convergence of voice and data into one network is a very attractive proposition for any organization. However, many IT Directors fail to realize the implications of opening their data networks to voice traffic. The customer-focused strategy will ultimately determine what type of solution is best. It is the Sales Engineer's responsibility to not only design the best solution but to also effectively work with the IT department during implementation. Once the installation is finalized, all accountability for the network still rests on the Engineer's shoulders. He needs to understand exactly how to maximize all the features and benefits while still maintaining network reliability.
One of the more enticing features of a hosted IP-PBX is the web-based user interface. The open architecture can facilitate much simpler moves, adds and changes. IP-based systems can also provide a great deal of flexibility for any company wanting remote workers to have the same phone service and features of the main office. However, since all of the call routing and processing tools reside at the telecom data center, provisioning for this solution can take a great deal more time and effort to complete.
It is vital for the Project Coordinator configuring the solution to understand how the customer plans to use the technology and not just focus on which extensions get certain features. The customer needs to be properly informed that many of the sophisticated features may require more involvement than previously. He must be prepared to become more involved in the design process as it progresses.
It is also important for the Project Coordinator to not overlook the smallest details that are essential for any voice and data cut-over. For our particular installation, all of the customer's old telephone numbers were not ported over until the last minute. When the request was finally submitted, the cutover date had to be pushed back nearly two weeks. With so much emphasis on utilizing the technology, one of the most basic telecommunication needs was forgotten. It is precisely this attention to detail that can separate a smooth installation from a headache.
Effective communication is never more important than when the time comes to turn off the old digital PBX and light up the new VoIP telephones. Coordinating all of the necessary personnel for the installation involves much more than just making sure everyone is available at the same time. Each party must understand his responsibility in the process to avoid any of the infamous finger-pointing that haunts this industry. VoIP is a wonderful solution when designed and implemented in the most efficient manner. Avoiding surprises is the key to avoiding roadblocks.
With so much emphasis on the security and reliability of VoIP networks, many providers overlook the basics of our business. It is our responsibility to help customers communicate with the outside world. Whether that is just POTS line or a fully-hosted IP-PBX, the same principles of telecom still apply: plan, communicate and execute.
Reach Shaun at shaunalger@completecomm.com.
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