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VoIP Challenges

There are a host of issues to consider when deciding whether or not to implement a Voice over IP solution. The reliability of your network, the voice quality, and bandwidth requirements are only a few. Beyond the typical list of issues is one that looms large in my mind: distribution channel inexperience.

As an end user, I had technicians on site that had over 20 years of experience with telephone systems. Many of them had almost that much experience with a particular PBX.

While years of experience does not necessarily translate into expertise, very often it does. Someone who has been trouble shooting a PBX for 15 years has likely seen whatever trouble it is you are experiencing. Even if they haven't, they know where to go to find the answer.

Now, place that same technician in your computer center where you have just installed an IP PBX. No matter how much experience that person has in troubleshooting or maintaining a PBX, they will be hard pressed to trouble shoot a PC on your LAN. This is not to say that they cannot be trained. But the fact remains that there are simply not any technicians out there today with 20 years of experience in VoIP.

I have had excellent technicians who could run rings around most others when it came to troubleshooting, but could (or would) not read email. The people who are comfortable in their element with a PBX are not necessarily comfortable with a PC. They know voice, but not data, and many don't even have any interest in learning it.

There are certainly people who are well trained on WAN/LANs, and packet transfer and a host of data technologies. The problem is that these people generally do not work for companies maintaining a legacy PBX.

There are numerous issues to consider when making the leap to VoIP and distribution channel inexperience is only one. It can be a substantial one, however. Training your own staff will be a step in the right direction, but keep in mind that it will be years before you have anyone with 15 or 20 years experience. But we have to start somewhere, and as my father says, "Rome wasn't built in a day."



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