Right telephone system

Choosing the right telephone system is important. The main options are described here.Many small businesses use key system telephone units to manage incoming calls. Using a key system, calls come in centrally and are transferred around the business by a receptionist.Another option is a private branch exchange (PBX) system, which offers a range of functions including call logging and individual voicemail. PBX systems allow you to route calls directly to individual extensions - a feature called direct dial in (DDI).

PBXs that operate using Voice over Internet Protocol (VoIP) software offer even greater functionality and extensibility. For example, it is possible to make video calls, send instant messages, share files over the network and to extend the network across different sites.DDI makes it quicker for customers to reach the person they're calling. Whether or not you want DDI is an important factor in deciding whether to use analogue or digital phone lines. Analogue DDI is available, but not as widely as digital DDI using ISDN (integrated services digital network) - the modern digital telephony service that replaced the older analogue service. See our guide on options for connecting to the Internet.

You have the option of choosing your phone number. Easy-to-remember numbers can be purchased for a charge. You may want to consider non-geographic numbers, such as those with 0800, 0870, 0845 and 09 prefixes - you can decrease or, in the case of 09 prefixes, increase the cost to your customer of calling you. Small, locally run businesses can use non-geographic numbers to achieve a national identity.

You will need to select a mobile service provider that can provide the right mix of voice and data services at the right tariff. If you expect mobile users to travel overseas, this will introduce a further variable into the tariffs, and will affect your choice of mobile handsets. If travel to the USA or Canada is expected, then 'tri-band' handsets will be needed.