Choose a suitable phone setup
| Option | Use case | Check before buying |
|---|---|---|
| Cloud VoIP system | Teams sharing numbers, queues and call routing | Licence basis, calling allowance and admin controls |
| Desktop or mobile calling apps | Hybrid teams answering the business number remotely | Device support, notifications, network quality and security |
| Business mobile contracts | Staff who work away from a fixed site | Actual coverage, roaming, data, handset cost and account controls |
| Existing PBX with a migration plan | Businesses with installed equipment and complex dependencies | Compatibility, support lifecycle and migration cost |
Plan around the digital landline change
BT states that the analogue PSTN is due to be retired at the end of January 2027. Your own provider may move your services earlier, so use its account-specific timetable.
Inventory devices that depend on a phone line, including alarms and entry systems. Ask each equipment provider about compatibility and power or connectivity backup before agreeing a change.
Specify the calls you need to handle
Map incoming calls, queues, transfers, voicemail, opening hours and overflow. A five-person team may need fewer simultaneous calls than five full calling licences, or a different plan entirely.
Identify which numbers must move and who owns the account. Request a written porting plan and avoid cancelling an existing service before the transfer arrangements are confirmed.
- Call queues and overflow to another team.
- Working hours and holiday routing.
- Accessible voicemail and missed-call reporting.
- Permissions for recordings and customer records.
Compare licences, usage and implementation
Ask whether charging is per user, extension, device or simultaneous call. Include setup, headsets, handsets, call recording, number rental, international calls and staff training.
Compare a realistic month of calls rather than an unlimited label alone. Check fair-use terms, excluded destinations, support costs and the price of adding or removing staff.
Resilience and customer information
Test calls when the main broadband connection fails and when a staff member loses access to their device. Agree a practical fallback, such as routing to an alternative number.
If you record calls, decide why recordings are needed, who can access them and when they should be deleted. Review the applicable data protection requirements before enabling the feature.
Frequently asked questions
Is VoIP the same as business broadband?
No. VoIP is a calling service that uses an internet connection.
Its quality and availability depend partly on the connection and local equipment supporting it.
Can a business keep its existing number?
Number transfers are often possible, but confirm eligibility, account details, timing and any restrictions with the receiving provider before cancelling services.