Moving to VOIP? Ask Questions!

I've implemented a number of VoIP systems over the last 10+ years, including Mitel, Asterisk, ShoreTel, and, most recently, ShoreTel Cloud. About a year ago, I had the opportunity to start fresh with a new phone system. I looked hard at the available options, and once again, I stayed with my go-to... on-premises ShoreTel. Of course, that doesn't mean that it's the right solution for you.

Recently, on the SpiceWorks community, someone asked what questions to ask when selecting a new VoIP solution. Good call! You can never ask too many questions. Well, here are some questions I'd ask myself if I were considering a new VoIP deployment again.

• Is my LAN/WAN ready for VOIP?

Lots of factors here: Bandwidth, latency, prioritization, power-over-ethernet, cable plant, etc... Missing something here can cause you a lot of pain and expense down the road.

• Are my telco services ready for VOIP? PRIs, POTS, and SIP - Will I need SBCs?

Consider transitioning telco service providers or service types to optimize the scope of the physical/logical interconnect between the PBX and the rest of the world. While this can add significant lead time to the project, the savings in cost and complexity can be substantial.

• What are my core business features requirements?

The work a phone system has to do for a business varies greatly. Make sure you understand how the phone system's functionality will interleave with your company's processes, culture, and leadership expectations.

• What does the license stack look like, and how does it apply to my user population?

Like most software solutions today, VOIP PBXs offer a wide range of features, typically for an additional fee. Make sure you understand your user groups and that their feature requirements align across the organization.

• What are the ongoing renewal, subscription, and maintenance expenses?

Ready for a budget buster? Failing to plan for the ongoing annual costs of updates, technical support, and maintenance can blow up your budget... once the new wears off. Don't forget to budget for these expenses.

• What is included/excluded from maintenance?

It's critical, too, to understand what is or isn't covered under the maintenance agreement. For example, I tend not to cover phone sets under maintenance because I know how the ShoreTel products hold up over time, which saves me a lot on my maintenance plan.

• Can I do this myself, or do I need Pro Services? What will it cost?

Do you have someone on your team with the skills and expertise to deploy the solution without professional services? Be thoughtful of the wide range of technologies involved here, especially if you are considering a "free" VOIP solution like Asterisk or FreePBX. Also consider the cost of having your team away from their core responsibilities and competencies for what might be an extended period.