A business communication system connects to a phone. But how tightly integrated does the phone need to be? Does it just need to make and receive phone calls, or should it do more?
Let’s examine a few business communication system functions that enjoy tight integration with physical phones. Desktop phones now come with visual displays, and these visual displays enhance the user experience immensely. For example, when on the phone, a presence indicator to the rest of the UC system would show potential instant messengers that you are busy and on the phone. Provisioning of the phones from the admin is also tied to the system. For example, the admin can remotely set up your phone and even push updates to the phone. There are also many shortcuts the phone can utilize if it’s tightly integrated with the phone system.
So to answer the question at the end of the first paragraph, yes, it should do more. The phone needs to be tightly integrated. You want your phone to get the most out of your system and be a true productivity tool.