Bake-Off: Small Business VoIP Contenders

VoIP

Small businesses have limited technology budgets: It doesn't matter how feature-rich the VoIP product is if the up-front fees are too high. When watching every dollar spent, each little bit helps, such as analog line support and the ability to support other networking functions.

For a closer look at VoIP, the Test Center selected products from five vendors to see how well they cater to the small-business market. Reviewers tested the NetVanta 7100 from Adtran Inc., Quick Edition from Avaya Inc., Smart Business Communications System from Cisco Systems Inc., PBXtra from Fonality and Business Communications Manager 50 from Nortel Networks Corp.

Methodology
VoIP is often bundled in as a component in a larger unified communications solution. To put all the solutions on an equal playing field, the scope of this review was limited to testing the voice component. To participate in this comparison, the solution had to be affordable for a small-business budget, especially when considering up-front costs, support for analog lines and support for fewer than 100 users. All products were premise-based IP-PBX solutions.

Each product was rated on both technical and channel merits. For each product submission, reviewers stepped through the entire setup process to configure the system. After getting a working VoIP solution up and running, reviewers evaluated the ease with which other phones and mailboxes could be added. Advanced features, such as auto-attendant, groups and call escalation were also added.

For this comparative analysis, reviewers focused on the deployment activities and management options solution providers would face when rolling out the VoIP solution.

NEXT: Avaya Quick Edition Avaya Quick Edition
Avaya secured the first-place crown by simplifying deployment. The vendor submitted its Quick Edition bundle, which comes with two 4610 phones, one 4621 phone and a G11 gateway. Avaya Quick Edition supports up to 40 users and is a more targeted solution than its other SMB product, the Avaya IP Office, which supports up to 360 users. Avaya also included two additional 4610 phones.

The Avaya system requires a Power-over-Ethernet switch; any PoE switch will do. In case one is not available, Avaya also ships 1151D1 power supplies that can be used with a regular network switch. The system's ability to use existing network infrastructure is a key selling point.

Reviewers connected a 4610 phone to the power brick and to a regular network switch. The phone automatically detected the network and on the display asked for a name to assign to the phone network. After entering the name, it verified a few networking settings. A second phone connected to the switch automatically detected and joined the phone network. Just like that, the phones were deployed. Additional phones followed the same procedure.

The simplicity of the solution lies in the fact that telephony features are built into the phones. Peer-to-peer technology makes it easy to install or replace. Adding users is as simple as connecting a new phone.

After the phones were connected, reviewers installed the Avaya Quick Edition software, release 3.0, for maintenance and advanced configuration. This version is shipped as a "vanilla" load—solution providers later download the latest software (currently at release 3.2.5) from the Web.

Because most of the features and configurations are stored on the phone, there's not a lot that needs to be done through the Web interface. The interface can be used to log calls, route calls using auto-attendant and create call groups. The system can also be programmed remotely over an Internet connection, a plus for customers with multiple sites or for solution providers with maintenance contracts.

Priced at $2,618, Avaya Quick Edition comes with a one-year warranty on phones. Post-warranty maintenance is available directly from Avaya Global Services. Pricing does not include the cost of network infrastructure, such as switches.

Partners can expect 10 percent to 30 percent margins. Avaya has two levels in its partner program—Authorized and SMB Expert. All partners have access to training. SMB Experts also receive joint marketing funds.

Fonality PBXtra
Open source-based IP-PBX provider Fonality, Los Angeles, sells a system called PBXtra and a channel-specific software solution called trixbox Pro. The software, based on Asterisk, is actually the same for both solutions. The PBXtra comes with a server and phones for easy deployment while trixbox Pro enables the solution provider to source its own hardware. Reviewers examined PBXtra.

The software came installed on a minitower PC with Intel Celeron processors, 256 Mbytes of memory and a 80-Gbyte RAID array. The server also had an analog card with two FXO and two FXS ports installed. Fonality sent a Polycom IP 601 phone and two Astara (9133i and 9112i) phones with the server. Like Avaya Quick Edition, Fonality's solution works with any network switch.

The first step in deployment was to get the server on the network. On startup, the server loads CentOS Linux before presenting a menu of networking options. At this point, the server is assigned a static IP address and other networking information. While the server can work on Dynamic Host Configuration Protocol (DHCP), it is not recommended. Once the server is configured for the network, it can be administered from any PC with Internet access. After configuring the network's DHCP server to distribute the PBXtra server's IP address as the primary DNS server, the phones are connected to the network switch. By default, Fonality preconfigures all phones to obtain an IP address via DHCP. Fonality offers a hybrid-hosted architecture, with configuration settings stored at the Fonality Data Center as well as on the local server. Since management occurs through Fonality's site, the system is proactively monitored, maintained and backed up. Having all the configuration settings saved with Fonality ensures the system will always be available for disaster recovery.

The management interface offers several options in a clean, tabbed interface. Options include setting up VoIP accounts with a third-party vendor, creating call menus, configuring the conference bridge and defining blast groups, where multiple phones ring until someone answers.

The PBXtra system shipped to reviewers was priced at $4,546, including HUD, Fonality's unified communications application and the analog card. HUD runs on the personal desktop and does many things, including acting as an operator, managing presence information, and supporting drag-and-drop calling.

The Fonality Reseller Program has two levels of membership with no minimum sales requirements. All partners, regardless of level, qualify for up to 50 percent discounts, support discounts and access to Level 2 support engineers. The company offers low-cost training and sales Webinars.

Margins cap out at 26 percent for PBXtra and at 50 percent for trixbox Pro, a pure software solution. Partners can also opt to co-brand or rebrand trixbox Pro.

NEXT: Cisco Smart Business Communications System Cisco Smart Business Communications System
Cisco integrates unified communications, systems management and networking into a single product, the Cisco Smart Business Communications System. Like the Adtran offering, SBCS offers more than just VoIP. However, SBCS goes beyond Adtran's NetVanta in that it includes messaging, switching, wireless LAN, firewall and security services.

Reviewers examined the Cisco Unified Communications (UC) 500 Series switch for up to eight IP handsets, Cisco Unified IP Phones, the Cisco Catalyst Express 520 switch (for expansion to support more users) and the Cisco 521 Wireless Express Access Point. The system starts at $699 per seat. Reviewers configured the UC 520 switch and Catalyst Express 520 with two phones, and then connected the access point to add a wireless phone. Deployment, while fairly straightforward, felt more complicated than it needed to be. To be fair, since the system handles so many other things in one interface, VoIP deployment on the SBCS should be more complicated.

After cabling the phones and the switches together, the system was configured through the Cisco Configuration Assistant, a Java-based interface installed on the management PC. Users were created, assigned to extensions and added to profiles and groups. Phones downloaded this information from the switch during the boot sequence. The management software can be accessed in offline mode if the network is inaccessible. Configuration Assistant discovers all of the relevant hardware and presented a topology map to show how everything is connected.

Cisco's Certified Partner Program has four levels. Partners interested in SBCS must be either SMB Specialized or hold one of Cisco's other unified communications specializations. All training for the SMB Specialization is available for free online. The online exam costs $20. Partners must renew the specialization annually. SMB Specialized partners qualify for MDFs. Qualified partners can also participate in Cisco's Value Incentive Program for back-end rebates.

Adtran NetVanta 7100
Adtran's NetVanta 7100 combines an IP-PBX, a 24-port PoE switch and a quality of service-enabled high-performance router. It can connect to an additional PoE switch to support up to 50 users. The NetVanta 7100 also offers T1, PRI and broadband WAN connectivity. Prices start at $545 per seat.

Reviewers configured the system via Adtran's Web interface. A Getting Started menu contains links to the necessary options.

Once the system has data connectivity, there are several steps required to add a new phone. First, a user account is created with a name and extension, either from scratch or by copying settings from an existing user. An account can be assigned to an analog, virtual or physical SIP phone.

Adtran provided several phones for review, including its Adtran/Polycom IP 430, IP 601, and IP 650, as well as its IP Expansion Module and IP 4000 conference phone. The NetVanta 7100 is ideal for businesses not ready to abandon analog lines. It offers direct support for up to 10 analog trunks or stations and enables full rate performance over the PSTN. It also supports fax machines and credit card readers without requiring adapters.

Adtran/Polycom IP phones are configured automatically from the NetVanta 7100. At bootup, the phones download configuration files, which are created with the user accounts and software updates to reflect any changes.

The management interface is jam-packed with capabilities, including adding new phones, setting up ring groups, and establishing voicemail settings, auto-attendant, paging, user directories and call coverage lists. A new phone can be swapped in and configured in a few mouse clicks. NetVanta 7100 licenses are bundled into the system. No additional licenses are required for adding phones or voicemail accounts, making it easy to grow the network. Firmware upgrades are also free.

Adtran's ADvantage Partner Program has three levels and optional specialties. Advantage Plus partners interested in reselling the NetVanta 7100 need the IP Telephony Specialization. While Registered partners have no revenue requirements, ADvantage partners have to commit revenue targets of $25,000, and ADvantage Plus partners to $100,000. Additional discounts can be earned through the company's opportunity registration program and through specialties.

Adtran also offers five-year warranties on its product, which is almost unheard of in the industry.

Nortel Business Communications Manager 50
Nortel submitted the BCM 50 with its Business Ethernet Switch 50 and IP Phone 1220/1230. The BES 50, a standard network switch, shares the same form factor as the BCM 50 for easy stacking. BES 50 can be managed through the same interface as the BCM 50. The IP Phone 1220/1230 handsets come preprogrammed with the most common telephony features, while advanced features can be unlocked through the management interface.

Supporting up to 50 users, BCM 50 offers a suite of preinstalled productivity applications, such as call center, unified messaging, auto-attendant, ad-hoc and meet-me conferencing capabilities, paging and text-messaging. A license key unlocks individual applications.

The Java-based Business Element Manager (BEM) manages both BCM 50 and BES 50. Users are created, auto-attendant and call groups are defined and voicemail features are configured all through BEM. The interface was easy to use but forced reviewers to hunt for some options.

BCM 50 is a hybrid system that supports IP and digital phones, giving VARs the ability to migrate existing Nortel Norstar users and their digital sets to BCM. Pricing for the BCM 50 depends on feature set, scale, applications and clients, and can vary from $200 to $500 per user.

Nortel's Partner Advantage is a three-tiered channel program. Program membership is required for accreditation, but not to sell BCM 50. Each tier receives discounts, annual training allowance, support from field representatives and lead generation scaled to that level.

NEXT: Bottom Line Bottom Line
Avaya Quick Edition is attractive for small businesses mainly because of its ability to use existing networking infrastructure, speedy deployment and easy-to-use management interface. Fonality's PBXtra also can work with existing switches and supports several phone brands. Fonality's flexibility in offering the product as a pure software offering allows solution providers to reuse existing machines for higher margins.

Cisco's SBCS and Adtran's NetVanta were both compelling products for different reasons, and reviewers had difficulty ranking them. Adtran's management interface was cleaner, better laid out and more comprehensive than Cisco Configuration Assistant. Reviewers preferred the flexibility of Adtran's browser-based interface over Cisco, as well. However, Cisco Configuration Assistant, by virtue of its network monitoring capabilities, provided information about the phone network that none of the other tools did, such as the topology map showing how the phones were connected to the system. The ability to work offline was also a plus. Both companies are extremely channel-focused and have many channel-friendly initiatives in place. Cisco edged out Adtran into third place because of its profit potential: Partners have more scope for adding on services and expanding their solution because of the wide range of SBCS features. But for channel partners who are more concerned with getting an integrated VoIP system that has a very thorough and feature-rich management component, Adtran's NetVanta shines. Nortel's BCM 50 is designed very well and is a solid SMB offering, but suffers in comparison with the breezy simplicity of Avaya, the flexibility of Fonality and the comprehensiveness of Adtran and Cisco.