The Business Telephone Headset – Which Solution Is Best For You?



Posted: Tuesday, February 16, 2010

by Ernest Mac
Metroline Direct

There are two necessary evils for those who make a living over the telephone constantly picking up the handset and the tortuous twisting of that curly cord. For light users, using the handset is not such a big deal, but for service agents, salespeople, and the like, two free hands are always better than one. If you are of this ilk, then you typically scan a computer screen, access information, and enter data while tending to a phone call.

The solution implemented since the inception of the call center has been the hands-free business telephone headset. The biggest issue when headsets were first employed was activating the hook switch to answer the call. Early integrations involved installing some sort of base unit or amplifier between the handset and the phone. You then connected the telephone headset to the base unit. For these installations, the user was required to lift the handset off-hook and set it on the desk to activate the headset. The handset was then placed back into the cradle to end the call. This was referred to as manual operation. Although not the optimal way to use a headset, manual operation is still found in the office environment. Its use remains because many business telephones do not have integrated headset jacks.

You can probably deduce the better way to use a telephone headset, one-touch operation. One-touch operation refers to the activation of the headset with a push of a button. The call is then ended with a push of a button. There is no need to touch the telephone handset. This is how most users operate their business telephone headsets today. One-touch function is typically a feature that is dependent on the type of business telephone that you are using. The largest business phone manufacturers, Avaya and Nortel, have integrated headset jacks built into their phones. This allows you to plug a headset directly into the phone using an adapter cord. Most of the phones also have a feature button labeled "headset." This button is used to answer and hang up the call. If you're in the market for a wired telephone headset, then this is the type of functionality that you seek.

Even though one-touch access is great, many people don't like to be tethered to the desk. Many people will attest to the fact that when they first started using a wired telephone headset the headset cord would knock over their latte or gourmet coffee almost daily. They just kissed that four bucks goodbye! The solution, although more expensive, was to go wireless.

Operation of wireless business telephone headsets has come a long way. Most current models feature remote answering and ending of a call. This means that the earpiece often has an integrated answer button so that you can activate the telephone hook switch remotely. You don't need to be at your desk to press a headset button on the phone. Simply, press the button on your wireless headset when you hear the phone ring, and the call is connected.

A variety of technologies exist for today's wireless headsets. Basically, if you are looking to walk moderate distances away from your desk (~50-100 ft.), then 900MHz, 2.4 GHz, or DECT (1.9 GHz) is the way to go. The other technology used for the wireless telephone headset is Bluetooth. It works surprisingly well even though the range is quoted at 33 ft. Truthfully, you're rarely this far from your desk. Some of the more advanced business telephones are even integrating Bluetooth compatibility into the phone set. Two of the larger manufacturers of wireless headsets, Plantronics and Jabra, offer products using each of these technologies.

Now, let's get back to the important question, "Which type of business telephone headsetis best for you?" Well, it's as easy as one, two, and three:

  1. Manual operation telephone headsets are your last resort.
  2. One-touch operation headsets are great.
  3. If you're fortunate enough to use a phone that has a wireless headset solution, then spend the money. You won't be disappointed.

About MetrolineDirect

MetrolineDirect is an independent distributor of technology and telecommunications equipment. MetrolineDirect does not represent Avaya Communication, Lucent Technologies, Nortel Networks, Cisco, Toshiba, Mitel, NEC, Dell or their affiliates in any way. Merlin, Merlin Legend, Merlin Magix, Partner, Partner Plus, Partner II, Partner ACS, Spirit, Definity, IP Office, and Avaya Communication Manager are registered trademarks of Avaya Communication. Norstar, Meridian, and Business Communication Manager are registered trademarks of Nortel Networks. For more information, please visit: http://www.metrolinedirect.com

Ernest Mac is the Technology and Marketing Director for MetrolineDirect, an independent distributor of technology and telecommunications equipment.  Find out how MetrolineDirect can decrease the cost of your business voice and data equipment at http://www.metrolinedirect.com.

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