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What Options do I have when it comes to VOIP phones?

I need to figure out what my options are when it comes to VOIP phones. I need a phone system that has the ability to track Metrics (ie: agent tracking).  It need to have the ability to automatically record calls,  capable of setting up IVR (interactive voice Response, an ability to direct incoming calls directly to a workgroup.
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Adelaido Jimenez
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Adelaido Jimenez
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Ruel TmeizehCommented:
I don't know the details of all the vendors, but I do know that an Asterisk based system will meet the needs that you mentioned. You can use any SIP compatible phone model with Asterisk, and there are no licensing fees.  Also, professional support is readily available. So that is what I recommend. Other systems have the features you need as well, but Asterisk gives the best bang for the buck, and is a highly capable and scalable VoIP system.
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José MéndezCommented:
None of the feaures you mention are provided solely by the IP phones themselves. Like RuhNet implies, the VOIP call processing system does that. I recommend Asterisk as well. Cisco Callmanager does Call processing too, but you need other software to provide the rest of the functionality mentioned. Asterisk has it all in one.

Grandstream phones work well with Asterisk:
http://www.grandstream.com/index.php/products/ip-voice-telephony/enterprise-ip-phones/gxp2130

What you need to question yourself about the phones are thing such as:
- can you use softphones instead of desk phones? I would recommend www.icanblink.com
- do you need a corporate directory common to all phones
- do you need high fidelity phones supporting codecs such as G.722?
- which other codecs are a requirement?
- do you need headsets?
- do you need built-in conference and transfer features or can you implement them on the call processing server?
- how many lines per phone?
- do you need users to be able to store their personal fast dials on the phones?

This are the things that come to my mind when I think of the devices per se.

Usually Cisco phones tend to support their basic features with Asterisk, but you end up requiring heavy programming skills to make them work fully (corporate directory for example).

There are also Snom phones: http://snom.com/, Yealink http://www.yealink.com/ and Polycom http://www.polycom.com/
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Adelaido JimenezDevOpsAuthor Commented:
Thanks! This info will be helpful. Do you guys now anything about shoretel ? This is what's currently being used in my company, but non of us are knowledgeable in this type of phone system.
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José MéndezCommented:
Not me unfortunately, but I have heard a lot about it, seems pretty popular. Maybe you can find help here:

https://support.shoretel.com/training/
https://support.shoretel.com/training/courses.php?id=3565
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