I’ve been in the business of selling and implementing business telephone systems since 1985.   Over the years, I’ve observed many businesses making their decision on which PBX to purchase based upon the aesthetics of the phone that would be on their desk.   I’ve always considered calling handling to be the core component of a telephone system and the phone just a device used for making and receiving calls.   Many end-users (and decision makers) place a larger emphasis on the desk phone.   In other words, looks count, sometimes even to the detriment of functionality.

When Cisco and3Com introduced the IP PBX in late 1998, their desk phones were quite limited in functionality but had a “new technology” feel to them and were readily embraced by buyers.  It didn’t take long for IP PBX manufacturers to catch on to this wave of interest and design telephones with large screen menus and brushed silver bezels.  These new phones were really a hit.  It wasn’t unusual for buyers to spend up to $1,000 for a fancy new IP phone with a color screen, web-browsing and other features rarely used.

However, that seems to be changing rapidly.  Phones are being replaced by devices.  Huh, you say?   Softphones eliminate the desk phone.   Smart wireless phones are serving dual purpose – they function as a cell phone outside of the office and as a mobile office phone within the business.  Microsoft’s Office Communicator has a built-in softphone.  Any IP-enabled product could conceivably be a phone.  Thus, the change from “phone” to “device”.  It’s funny, I’ve heard a multitude of names for phones over the years:  Station, set, phone, terminal, handset and now device.

So after many years of experts prognosticating the disappearance of the common desk phone, to be swallowed up by the data network may finally be coming true.   Certainly desk phones won’t be obsolete tomorrow, but rather they’ll be just another “device” from which to choose.  My prediction is that these devices will blossom and users will have an overwhelming array of products from which to choose.   It’s likely that users will find something that fits them just perfectly.  Good luck to the IT department in supporting this potpourri of new technology!

tell me what you think.

Randy Kremlacek