Guide to business phones - includes related articles on new telephones and answering devices

Communicating over telephone lines-by voice, fax, and modem-is vital for most businesses, large and small. For businesses with fax and modem links, phones are command-and-control centers. Improvements in digital technology and special services from local phone companies complement the gains made by manufacturers. Home offices now buzz and ring with an array of phone possibilities. What's new in phone technology, and what's in it for you?

ANSWERING-MACHINE CHOICES

The answering machine is the most common phone peripheral. Some answering machines are freestanding and some are integrated into the phone itself. Today you can choose machines that let you turn them on and off, change announcements, and play, save, and erase messages, all from a remote location. Other popular features include call screening, toll saver, ring selection, and message display.
If your answering machine has a toll-saver feature, the number of rings you hear when you call your machine will let you know whether you've received any messages. For example, if your answering machine picks up after two rings, you know you have new messages. If the phone continues to ring, there are no new messages, so you can hang up and save money. Another feature is time and date stamping, when the answering machine records the time and date of each message.

The choice between a stand-alone answering machine and an answering machine-telephone combination should be based on your needs. For example, if you periodically move your answering machine to another line, you may want a stand alone. If your desk space is limited, one of the smaller integrated units may suit your style.
EXPANDABLE ANSWERING SYSTEM

A new member of the phone family is the Private Answering Machine (or PAM) from Phone Mate. This system lets you link up to three other private answering machines on a single phone line-sort of like a mini voice-mail system. If you share an office, have more than one business, or offer more than one service, a private answering machine can route messages appropriately.

Callers into a PAM system get the primary answering machine; they can either leave a message or press a two-digit code to be switched to another private answering machine. Private messages may also be left separately with a personal memo. PhoneMate's private answering machine's features include voice paging and manual transfer to other stations, each with its own message.

SMALL-SCALE VOICE MAIL

For offices that require advanced messaging systems, there are several personalized desktop voice-mail systems. These stand-alone messaging systems lack the polish of big corporate phone systems, but they're perfect for small-business operators looking to project a more professional image. if your telephone is your main conduit for your corporate image, that's a plus.

The VoiceCentre 850 uses digital technology (recording on microchips rather than audiotape) to ensure maximum clarity of both incoming and outgoing messages. And because the system is using these chips, there are fewer moving parts susceptible to failure.

The features of the VoiceCentre 850 are not unique to this system, however. You can find features like paging and call forwarding on less costly answering machines, but you'll need a local phone company tie-in, for which there is a fee. For example, Nynex's monthly call-forwarding fee on a business telephone line is $2.34 a month. At a one-time cost of approximately $540, VoiceCentre offers this service and much more at a fraction of the price.

CORDLESS FREEDOM

In the past, cordless phones suffered from serious sound problems. But current models feature improved sound, and we now have the ability to roam our offices untethered without sacrificing transmission clarity. Cordless units use low-power FM-radio transmissions as the link between the base and portable handset, so the appeal of cordless communication is still tainted somewhat by noticeable levels of feedback-even in the best units, you'll occasionally hear other people's conversations interrupting your own (and they'll probably hear yours). Static can often be countered by manipulating volume levels.

While cordless phones aren't necessary in close quarters, I found it difficult to switch back to a deskbound phone after using one. A few manufacturers are now incorporating answering machines and two-line capability into their cordless models as well. Cobra's Intenna line touts a design that hides the usually cumbersome antenna in the handset (a particularly welcome feature if you're prone to poking yourself in the eye); however, its reception quality varies depending on how you hold the phone.

ARE TWO LINES BETTER THAN ONE?

Anybody running a business from home understands the appeal of two-line capability. It's almost impossible to keep your business from intruding on your personal life, and vice versa, without two lines. You can find answering machines, cordless phones, and, of course, regular phones with two-line capability. Many manufacturers also offer speakerphones as an option.