The Encyclopedia Britannica defines a telephone system as an "instrument designed for simultaneous two-way voice communication and the technological system through which it is employed."
In today's business world, the telephone system has advanced far past that traditional definition, becoming a portal for bringing together several people at once. Today's phone systems can simultaneously conduct a conversation between a person in Los Angeles, another in Paris, and a third in Tokyo. In order to be considered up-to-date, a modern phone system must also be accessible for voice mail, caller identification, call transfers, and possibly even background music when someone is on hold. It is because of these advancements in technology that the ability to understand the workings of a modern business phone system is essential for small-to-medium businesses.
The workings of the telephone go back to Alexander Graham Bell (left) in 1876, who was able to transmit sound waves over electrical impulses using a harmonic telegraph and an electromagnetic coil. Over the course of time, switching systems, which connected several lines to one centralized place, made it possible to make calls over a long distance. The creation of fiber optics made the phone system what it is today - one of the quickest and most effective methods of communication available.
Large businesses are now able to connect multiple lines within their building through the use of a PBX server, which attach the lines into one centralized unit. The server is connected to a centralized control unit, which is then connected to the individual phone units at each person's desk. This system creates a miniature phone network inside the office, allowing several lines to function, thus giving the opportunity to make business more efficient.
The following is a guide on how to understand each part of a telephone system, from the kinds of phones and basic equipment available to the extra features that make your system complete. Once you understand the capabilities of the different systems, the process for choosing one for your office will become that much easier.
"The Americans have need of the telephone, but we do not. We have plenty of messenger boys." - Sir William Preece, chief engineer of the British Post Office, 1876
Types of Telephone Systems
The different types of phone systems depend primarily on how heavy your phone traffic is.
Single-Line Phones. These are basic telephones, just like the ones in an average home, that can be bought at an appliance store and have no additional extensions, no transfer capabilities, and are analog units that hook up directly into a jack in the wall. These are best in home offices or businesses that do not need multiple lines. Additional features can be added through your local phone company, such as call waiting and three-way calling. If you prefer not to utilize your phone company's voice mail service, an answering machine can be purchased to handle missed phone calls.
Small Business Multiple-Line Phones. A small business that has moderate-to-large phone traffic will need a phone system that can handle all calls efficiently. A multiple-line phone with two or more extensions (depending on how many people are in the office), along with a digital line hookup, can manage a small office effectively. A voice mail system with 2-10 ports can be used to keep the office from missing phone calls.
Large Business Multiple-Line Calls. A business that has over 50 employees with a large number of phone calls needs a large phone system, one that can hold up to hundreds of outside lines, with an even larger number of extensions. Through this phone system, one or more T1 lines (see below) are necessary to effectively handle the load, and the voice mail system will need a large number of ports.
(Factoid: What is now commonly called the "pound" sign (#) is actually called an octothorpe. It was originally used for international numbers (which can vary in length) to let the exchange know you were finished dialing.)
Types of Phone Lines:
The three forms of lines used for phone systems are analog, digital, and T1. Here are brief descriptions of the three:
Analog. An analog line has four grooves on the center of the connector, in which the middle two conductors, known as the "tip" and the "ring", connect a phone line, while the outer two would be for a second line. All
modems require an analog line. Phone lines that are in an industrial building will connect to a PBX, a telephone switch within the building, and analog lines always work on a PBX. If you are using phones that do not have multiple lines or digital displays, then an analog line will work for your system.
Digital. A digital line has 6-8 grooves on its connector, and is used for phones with multiple lines and phones with digital status indicators. If your phone system has either of these, and your business is not big enough to merit the use of a T1 line, then a digital line is for you. In an industrial building, however, most (not all) PBX's can connect to digital lines, so confirm this with building operations before trying to run a digital line.
T1. This is a powerful phone line that acts as a tube to funnel information at a fast rate. A T1 line consists of 24 channels, each channel handling 64,000 bits per second. Each channel can be configured to your specifications, whether it is for voice mail or data traffic. In business, T1's are popular as a leased line, which means that they are a permanent telephone connection set up between two points (for example, if your business has offices in different buildings in a business complex, a T1 connection would be necessary for direct access). T1 leased lines are always an active line between the two places.
(Factoid: Some famous people who've had phone-related careers:
Wesley Snipes, actor (telephone installer)
James Walsh, Rep-NY (telephone company executive)
Pedro Almodovar, Oscar-winning director (Spanish phone company employee)
Dick Armey, Rep-TX (telephone lineman)
Jim Lovell, astronaut (president of Centel Corporation, owner of Fisk Telephone)
Princess Muna of Jordan, royalty (telephone operator))
Phone System Hardware
The basic hardware needed in a phone system consists of the control unit and the individual phone units. In some systems, IP Telephony is used.
PBX Server. The PBX server is a private telephone switchboard that serves a designated group of users (like a building). The server provides on-premises dial service and can provide local and trunked communication network connections.
The Control Unit. A control unit is the nerve center of a phone system within your office, where all of the individual lines connect and all calls get routed. While a residential phone line may be hooked up to an analog service, a small business server is usually handled digitally, with larger businesses requiring a T1 line. Depending on the size of your company and the telephone usage of your business, this will decide whether analog or digital would be best.
The control unit is where a central voice mail message for the company is recorded, all lines for the company can be accessed, calls can be transferred, and other items such as night calling and music services can be handled. All extensions, which help with transferring and voice mail, are programmed at the control unit.
If your phone unit is starting to become cramped, then you can purchase expansion cards, which will increase the number of lines or extensions available for your system.
Individual Units. For each person who will have an extension in your office, an individual phone will be needed. An individual unit can have multiple lines, but depending on the number of employees your company has, each unit may not have all of the lines available to them. Everybody in the company does not need to have a phone unit that has all incoming lines available, as this could reach up to several hundred lines in a large company.
IP Telephony. This is the latest technology in phone systems, where your server would run through your computer network. One of the options of this is a PBX server on a disk. One of the early problems with this system is that other systems on your network (e.g., a printer) may clog up your system, causing phone calls to be missed because they can not get through the system. This is a problem that should be fixed within the next couple of years.
(Factoid: Jerry Seinfeld once held a telemarketing job selling light bulbs. He has since publicly apologized.)
Phone System Features
Any of these features can appear on individual units, and most of them are standard.
Call Waiting Or Multiple Lines. Depending on the system that you use, your phone may either have call waiting or multiple lines. If individual units only have one line, then call waiting is necessary to keep lines clear. Multiple lines avoid this problem, as long as calls on each line can be put on hold.
Conference Calling. Conference calling gives a person the ability to add a third party to a phone call. This gives the user the ability to hold long-distance meetings without the need to have two of the parties in the same place. When two people are on the phone and a third is on hold, the third can be entered into the conversation through this service. The service can also allow the first party to disconnect and let the second and third parties continue talking.
Call Attendant. A call attendant handles all phone calls directly before transferring the calls to extensions. Through this, a list of all employees' extensions can be given (allowing callers to transfer to the right extension), calls can be put on hold if all lines are busy, or could send calls to voice mail if the extension transferred to does not answer. A call attendant is set up to even play background music while callers are on hold.
Hands Free Calling. Hands free, or speaker phones, give a person the opportunity to talk on the phone without holding the receiver, not only giving the user the option of moving around the office while talking, but also allows for several people to hear a phone call at once.
Speed Dialing. This feature allows the user to keep multiple phone numbers saved, allowing one-button dialing. Speed dialing is best for domestic long distance and international numbers, where additional codes must be dialed, but it also is great for numbers that are dialed constantly.
Redial. Like speed dial, redial saves time by allowing you to simply press one button to make a call to the last number dialed.
Caller ID. Know who is calling before you pick up the phone. Caller ID will tell you who is calling by showing what phone number or extension the call is coming from, on a digital display usually within the phone unit itself. If it is important to have knowledge of outside phone numbers, make that an extra that must be on the system. The word telephone comes from the Greek words tele (far) and phone ("voice" or "sound"), which together meant "far-speaking."
Number Blocks. Number blocks keep employees from taking advantage of the phone. A number block will block out calls to specific area codes (such as 900 toll calls), and can keep phone calls limited to interoffice if necessary.
Voice Mail. Along with a company voice mail on the control unit, each individual unit has its own personal voice mail. These voice mailboxes can be coded to keep other employees from hearing messages, and both the control unit and the individual units can transfer messages directly into a mailbox. Individual voice mailboxes gives employees the ability to check their individual messages from outside of the office, and also allows the employee to leave a personalized message for incoming calls. Another option to voice mail is a call log, which keeps a numeric log of calls you missed and allows the user to return the missed call with the press of a button.
"Utility is when you have one telephone, luxury is when you have two, and paradise is when you have none." - Doug Larson
When selecting a voice mail system for your phone, decide on how many ports you will need. The number of ports is equal to the number of simultaneous calls that your voice mail can take. Every time a person gets into voice mail, whether it is an outside call leaving a message, or an office person checking their calls, this takes up a port.
If you are the only person in the office, then you probably only need one port, two if you handle a large amount of calls. 2-4 people can probably use two. If you have 12-20 lines or extensions, then get a phone with 6-8 ports. As extensions are added and there is more phone use in the office, an expansion card can update the voice mail system.
Call Transfer. This feature allows calls to be sent directly to specific extensions. This way, only one phone number is needed for the company, and if there is no single person at the company to answer phones, anyone can answer the line and transfer the call to the appropriate person. It also is helpful when one person needs to speak to several people within your company. On a control unit, a "night" switch can be used to directly send calls to voice mail when there is no one in the office.
Remote Door Entry. This allows the phone user to allow access to the front door from the phone with the push of a button. This is best for companies that do not want open access to their business, or one where valuables need to be protected.
Surge Protection. Like a computer, an electrical surge can damage a phone system, causing memory and important codes to be lost. Surge protection prevents this from happening.
Battery Backup. This allows the phone system to operate for a short period of time if power leaves the building. Usually a backup will keep phone use for anywhere between 30 minutes to an hour.
Accessories
Optional additional equipment that can be connected to individual units.
Headsets. An option to hands-free calling is headset equipment, which allows the user to keep the conversation private without having to hold the receiver. Headsets are a health advantage as well, as they have also been known to decrease neck pain for users who bend awkwardly to rest the phone receiver on their shoulder.
Intercom System. An intercom system can page employees away from their own phone. This is popular for in service-oriented businesses, where employees might not be sitting in an office in reach of a telephone.
Message Keyboard. This is a tool used to send messages from one employee to another when the receiving party is on another call or in a meeting. Through a code system and a regular keyboard, users can send text messages instantly and receive replies without interrupting their call.
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