2.2Network and communicationsVoIP

Business telephony

A caller left waiting, or passed from extension to extension, forms an opinion before speaking to anyone. We install the VoIP phone system that answers and routes calls in the way your organisation decides.

Signs you need this

  • Calls to reception go unanswered whenever the desk is left empty.
  • Each office has its own number, and there is no way to transfer a call from one to the other.
  • Staff call customers from their personal mobile phones.

The VoIP system decides what happens when someone calls: who answers first, where the call goes if nobody picks up and what message an out-of-hours caller hears. We configure an extension for each member of staff, call groups, an automated attendant with an options menu, and voicemail.

Calls travel over the organisation's data network, so we size the system to the number of extensions and lines you actually use and confirm that the network carries them without drop-outs. We handle the connection to local carriers so that internal and external calls work from the first day, and we bring the head office, reception and people working at other sites onto the same system.

At the end, we show whoever manages the system how to change extensions, hours and messages, and we continue to look after it once it is in service.

How we deliver

  1. Needs assessment

    We look at how calls arrive today, who answers them and where they get lost, and count the extensions and lines required.

  2. Call plan

    We map the route of every call, from the welcome menu to voicemail, and propose the right VoIP system.

  3. Installation and carrier connection

    We install the VoIP system and the IP handsets, configure the extensions and connect the lines from local carriers.

  4. Call testing

    We confirm every route by placing calls from inside and outside the building before the system goes into use.

  5. Training and follow-up

    We train your staff in everyday use and in running the system, and we continue to look after it once it goes live.

What you keep

  1. A list of extensions and call groups
  2. A call routing plan, including out-of-hours handling
  3. VoIP system administration credentials, handed over to your organisation
  4. Documentation of the configuration and the carrier lines
Layer below1Premises and assetsLayer above3Servers, cloud and data