Can I have the keys to my phone system, please?

Lots of business owners today have access to their computer systems, websites, email and other applications -- even if it's just to change a username and password. So why should your phone system be any different? It shouldn't, but unfortunately there are still many systems out there that require a 3rd party vendor do everything ... and of course, they bill you for everything!

Traditionally (since 1984), the telecom industry's model was primarily service-revenue oriented. So the vendor would sell you your hardware and handsets and then charge you for any post-installation service work (moves, adds and changes). Your phone box in the closet was locked and the "phone guy" held the keys to it. At that time the telecom "network" was separate from the data network so there really was no alternative. Today, the phone system is part of your local area network just as a printer or computer would be.

Lots of manufacturers have moved to a Windows programming environment and do allow end-users basic access. However, beware! Out of a habit that's 23 years old, many manufactures still follow the "old" service-revenue model even though they claim otherwise. They'll tell you the system is based on open standards (Windows). But if you dig in, you'll find you practically have to be a telecom engineer to change even a password or a speed dial. Service calls to the vendor run at least $125 per hour, which adds up fast.

If you are in the market for a phone system, be sure you're not buying into a perpetual and unpredictable billing cycle because you have to see the "phone guy" every week. Ask the prospective vendor if you have the ability to add an extension or change configurations on your own (without calling them). Most will say "yes" but ask them to demonstrate it for you (here's where the rubber meets the road). It should be as easy as point, click, press Apply.

Also ask the prospective vendor to clearly map out what you (or your staff) can do versus what you would have to call them to do. The idea here is to make sure that YOU have the keys to your phone system so you're not stuck relying *solely* on the vendor (obviously there are exceptions). Your phone system is your company's "front door" and you should be able to control it!