Figure Out Your Requirements
What do your end users want? What does your organisation want? What does your organisation need? Undoubtedly you will be working with a budget. That is the way the world is, and everybody deals with this fact. And that may cut you out of being able to purchase some solutions. You should consider spending at least $300 per phone excluding the cost of the PBX (or main equipment / server). Things you should consider are listed out below, but there are a couple of other considerations you may want to review.
If you are in a trendy office, you may want to review the aesthetics of the phones. Make sure they scream your company when you look at them. If you are having people into your office this will become particularly important. Also, check that the weight of the phone is sufficient (you don't want it sliding off the desk, but you don't want a sore arm from lifting it) and make sure that the speaker phone will be up to scratch if your staff will be using it. And the final consideration is, what type of display will your users require? You can purchase a bottom of the range monochrome display, but colour only costs a bit more these days.
Consider Technologies
Considering technologies such as XML, LDAP and centralised phone management can give your installation a significant boost in terms of easing administration and allowing end users easier access to 'back end functions'. Have a look around at some of the latest (and high end) IP Phones to see what can be accomplished. You will definitely be surprised if you look hard enough.
Some notes in regard to specific technologies. If you are going to require XML support (for internal directories etc) then you will need to ensure you phone supports XML (ensuring it is a full browser) and has a large display (unless there are only two people in the company). You may also need to check if the phone can be integrated into LDAP (or Active Directory) as if you plan to use this server, you may need to provide it with some back end integration.
People With Disabilities
It is good to check with everyone in your organisation if they have any disabilities which impact their usage of telephony equipment. People who have hearing or visual impediments may require specific brands and models of phone to help them. For example, purchasing a phone with a back light may elliminate any difficulties they have using the phone.
Use One Brand Of Phone
By using one brand of phone through out your offices and facilities, you can reduce the need to train your staff and IT support on how to use different brands of phones, and it makes it easier for staff to travel or work from different locations without the need to retrain them on how to use the phones. There are some exceptions to this rule; for example you may wish to use a Polycom conference phone (Sound Point IP4000) in your main meeting room / board room because they are still the best speaker phone for that environment.
If You Need Overall Quality: Aastra
Aastra deliver a quality phone with many features packed into it including in their entry level models. You can expect to see full XML support in all models including the entry level 51i. (Please note that the 9 series don't have the same support.) This brand is probably the most recommended along with Linksys, and also includes backlighting on their displays. The top of the range desk model, the 57iCT, also includes a paired DECT cordless handset which allows you a degree of mobility.
Aastra phones are designed by a large North American firm and have a lot of 'North American' feel about them. If you use a Nortel (or one of their systems rebranded), you may find it useful to try Aastra phones as there will be minimal retraining and you won't have to learn a different 'phone logic'.
Aastra also have a new DECToIP system which allows you to create a DECT cordless phone 'network' with multiple base stations. Each base station connects via Ethernet and can work with a master base station to facilitate hand-off. (Hand-off allows you to move around a building and when you are in range of another cell which has better reception, the phone call will be switched to that cell automatically.) The handsets themselves also support many functions and allow you to register the one handset with multiple systems. This is great for companies with many sites, or sites which are very large requiring multiple base stations to achieve coverage.
If You Need A Large Display: Linksys
Linksys phones (including the SPA-942 which retails for around $200) have a large display which allows you to display large amounts of information. And, at $200, they are the most cost effective business phone around. There is one limitation, there are only four models of Linksys phone available (2 single line models, 1 multiple line with monochrome display and 1 multiple line with colour display). The sound quality will meet the needs of most users (except the speaker phone which I would avoid using in day to day situations, but which would be adequate for occassional speaker phone use) and the phone is presented in a nice package.
Linksys has a phone I can recommend for people who have visual impediments. The SPA-962 has a high contrast, back lit, colour display and the buttons at the side and bottom of the screen meet with the alignment of the text on screen. Additionally, the 5 button has a raised 'bump' to make it easier to see. Alternatively, the SPA-942 is a similar phone with a monochrome display, but still with a backligt which can be set so that it is permanently on; this may be an option for people with a less severe visual impairment.
If You Need A Good Speakerphone: Polycom
Polycom have a reputation for providing the best performing audio of any brand. They have the best speakerphone, and without a doubt, the best IP handsets for speakerphone. They now also have a range that is 'affordable' and includes entry level models through to higher end executive and meeting room phones. The only reason Polycom aren't as highly recommended as some other brands is that they are slightly more difficult to configure than some of the other phone brands; with new configuration tools this may however change. When choosing a brand of phone, whilst Polycom may be slightly more expensive when you move away from the 'entry level' models, remember that Polycom has an extensive range of IP phones designed for different applications (reception, executive, administration etc) which Aastra only comes second to.
If You Don't Like The Other Options: Snom
Snom held the market leading position in IP phones for quite a while as they were one of the only (if not the only, in the original IP phone market) professional telephones available to Australian businesses. Recently there have been a few issues with Snom firmware not working correctly, but other than that, they are a fairly good choice. One interesting advantage to the Snom 320 which I found recently, and I assume will be the same with the 360 and 370, is that if the caller identification runs off the screen, once you are in a call, the Caller ID will keep scrolling across the screen.
Snom recently released their M3 DECT phones. The system is quite easy to program and is suited to a SOHO (small office / home office) environment. Repeaters can also be installed so you may find limited application in a warehouse. That having been said, the units are fairly limited in the number of simultaneous calls they can process which means you should review your requirements and plans for growth carefully. The handsets have a nice colour display and lots of other bells and whistles. Sadly, they lack vibrating alert and don't have a back lit keypad.
Snom is designed in Germany and has a distinctive European feel. If you have a Siemens system or another system that has European function keys and 'phone logic', you may find it useful to try a Snom. Using Snom will hopefully reduce the amount of retraining in your case.
What About Grandstream?
From my experience, I wouldn't recommend Grandstream. There are a couple of exceptions (for example low usage home office or where you are happy to replace the phone frequently), however for the most part the build quality and firmware of the Grandstream is not something we could recommend for a business. And, with the pricing of a lot of other brands now hitting the $200 mark, there appears to be no advantage to purchasing from Grandstream who's executive / business phone (GXP-2020) is priced at $215.00.
A Brand Comparison
So, lets compare some brands:
- Linksys vs Grandstream This is interesting; both manufacturers are at the 'entry level' of the market. And Linksys runs rings around Grandstream. The build quality of the Linksys equipment is much higher, and so is the firmware, with Linksys supporting many more customisable options. Both the Grandstream and Linksys range of phones generally share a screen that is approximately the same size, and both have back lights. The back light is something I feel many other manufacturers should start including in their phones as it makes the screen so much more readable.
- Linksys vs Aastra Linksys are quite a lot cheaper than Aastra and provide many of the same basic functions of the Aastra models. The Linksys has a slight different form factor which can be a bonus depending on what sort of office you have and what sort of styling you prefer.
- Linksys vs Polycom In a smaller deployment (for example a small office), the Linksys is probably easier to configure and toget up and running than the Polycom equipment. That having been said, there are a couple of Polycom models around the $200 mark which can be purchased online which allows a direct comparison. The Polycom has fewer buttons (this can be good or bad depending on your outlook) and lacks a back light.
- Aastra vs Linksys Aastra has quite a few 'high end' features such as XML browsing which the Linksys doesn't have. They also have the ability to configure the buttons next to the screen to perform certain functions (for example call recording, monitor another extension, set call forward) where as the Linksys buttons tend to only indicate your line state (except where you add on an additional extensions module).
- Aastra vs Polycom Aastra will most likely deliver more 'bang for buck' as the screens will generally be bigger, backlit and the audio will be of good quality.
- Aastra vs Snom Aastra are starting to deliver more features at a lower price. The Aastra will also deliver a 'North American' style interface with the phone which would be a good replacement for existing Nortel style systems.
- Polycom vs Linksys Polycom has a much better quality audio over all; however you will probably only notice this if you have the privacy of your own office.
- Polycom vs Aastra Whilst Aastra has a good range of phones, they can't beat the range of phones available from Polycom and still haven't beaten the superb speaker phone functionality of the Polycom.
- Polycom vs Snom Again, Polycom has a much larger range of phones available, the quality of build appears to be better and on a dollar for dollar comparison, you are stretched for reasons not to go Polycom.
- Snom vs Grandstream Snom appears to have a better build quality and a larger feature set. The bugs affecting the Snom are also less prevalent.
- Snom vs Linksys Snom's have a smaller screen but provide a potential advantage with some of their onboard technology such as XML support.
- Snom vs Polycom Snom's will tend to be easier to configure.
- Snom vs Aastra Snom's have no clear advantage here.
- Snom DECT vs Aastra DECT Aastra is designed for a much larger market (more active conversations, more base stations, SIM style card for easy replacement and vibrating alert for noisy environments) where cost is not so much of a factor. Snom is designed for a small office / small warehouse situation where cost may be a factor but still delivers a few functions that the Aastra doesn't (colour display, easier to install repeater system and slightly nicer in call menus).
You Didn't Talk About Soft Phones
No. These are an entirely different 'kettle of fish'. (A soft phone is a program you run on your computer to allow you to make telephone calls via a headset.) Basically there are very few uses for soft phones. If you are on the road all the time, have a laptop and always have a broadband connection, then they may be 'your cup of tea'. You must accept that you will have bad call quality from time to time (not every country has good broadband), and that when you start other programs on your computer, they may reduce the processor power available to the soft phone which will impact voice quality. I will try and write some more on this later, but in most circumstances, shell out the money for a real phone and save yourself the trauma - especially in large installations!