Hosted VoIP Telephony
Business Phones That Work Wherever You Do
A hosted VoIP phone system runs in the cloud rather than on a box in your office. Staff can take calls on a desk phone, a computer or a mobile app, in the office, at home or on the move.
What is Hosted VoIP Telephony?
VoIP (voice over internet protocol) means making phone calls over an internet connection instead of a traditional phone line. With a hosted system, the phone system itself runs in a provider's data centre, so there's no phone system hardware to maintain in your office.
Your team can use desk handsets, softphones (a phone app on a computer) or a mobile app, all linked to the same business numbers. Calls can reach the right people wherever they are, and you keep your existing numbers by porting (transferring) them to the new system.
We set up the system, configure call routing around how your business answers calls, prepare your network so voice calls work well, and support it as part of your IT.
Key benefits
- Take business calls in the office, at home or on the move
- Keep your existing numbers through number porting
- Call routing set up around how your business answers calls
- Users added and removed as your team changes
- Configured to reduce the risk of call fraud
How does it work?
Each handset or softphone connects over the internet to the hosted phone system, which connects your calls to the wider phone network. Call quality depends on the network and internet connection in between, so we check both as part of the set-up.
Plan
We review your numbers, users and how calls should be answered, and check whether your network and internet connection are ready for voice traffic.
Configure
We set up users, call routing, hunt groups (groups of phones that ring together or in turn), voicemail and out-of-hours messages, then configure handsets and softphones.
Port numbers and go live
We request the transfer of your existing numbers and agree a switchover date. Porting timescales are set by the providers involved, so we confirm the date once the transfer is accepted.
Support
We make changes as your team changes, raise faults with the provider and help staff with handsets and apps.
- Handset or softphoneDesk phone, computer app or mobile app
- Your internet connectionIn the office, at home or on the move
- Hosted phone systemNumbers, call routing and voicemail
- Public phone networkCalls to and from landlines and mobiles
Features and set-up
- Number porting from your current provider, where the numbers can be transferred
- Desk handsets, softphones and mobile apps
- Call routing, hunt groups and call queues
- Automated menus that direct callers, such as press 1 for sales
- Office-hours and out-of-hours routing, with voicemail
- Quality of service (QoS) settings that prioritise voice traffic on your network, where your equipment supports it
- A separate network segment (VLAN) for phones, where appropriate
- Call barring for premium-rate and international numbers to reduce the risk of call fraud
- Strong passwords on handsets and administration accounts
- Exact features depend on the hosted platform and are confirmed during planning
Where it helps
Hybrid working
Staff answer the main number from home using a softphone or mobile app, and callers can't tell the difference.
Several offices
One phone system covers every site, so calls can be transferred between offices as easily as between desks.
A busy reception
Queues, hunt groups and overflow rules spread calls across the team instead of leaving them ringing at one desk.
A growing team
New starters get a number and extension as part of their set-up, and leavers' extensions are removed or reassigned.
Problems solved
Calls tied to a desk
When staff work from home, calls to the office go unanswered. Softphones and mobile apps let them answer anywhere.
An old phone system that's hard to change
Adding a user or changing a greeting on an older system can need an engineer visit. Hosted systems are managed centrally.
Missed calls at busy times
Without proper routing, calls ring out. Hunt groups, queues and voicemail give callers a route to someone or a way to leave a message.
Call fraud
A compromised phone system can be used to run up expensive calls. Call barring and secure settings reduce the risk.
Separate suppliers for phones and IT
When call quality is poor, phone and IT suppliers can point at each other. We look after both.
What's included
Included as standard
- Review of numbers, users, call flows and network readiness
- Set-up of users, call routing, hunt groups and voicemail
- Configuration of handsets and softphones
- Number porting coordinated with your current provider
- Security settings to reduce the risk of call fraud
- Ongoing user changes and support, with faults raised with the provider
Optional or scoped
Available on request and confirmed in your proposal; not part of the standard service.
- Desk handsets and headsets, supplied through IT Equipment Procurement & Deployment
- Call recording, where the platform supports it
- Call queues and call reporting for busy teams
- Network changes to separate and prioritise voice traffic
- A backup internet connection for sites that depend on their phones
What's not included
- Call charges and line rental, unless included in your agreed plan
- Handsets and headsets, unless listed in your quote
- Internet connection faults, which are handled under your connectivity service or by your internet provider
- Numbers that the current provider can't or won't release for porting
Call quality depends on your internet connection and network. If the connection is slow, overloaded or down, calls are affected, which is why we check readiness and may recommend network changes or a backup connection.
Emergency calls (999 and 112) over VoIP depend on power and an internet connection, and the address registered for a number may not be where a home worker or softphone user actually is. We help you keep registered addresses up to date, and staff should be ready to give their location when calling 999.
Number porting relies on the current provider's processes, so switchover dates are confirmed once the transfer has been accepted.
Who it's suitable for
- Businesses with staff who work from home or between sites
- Offices with an ageing phone system due for replacement
- Teams with a busy reception or sales line that need calls routed properly
- Growing businesses that add and remove users regularly
- Organisations that want phones supported by the same team as their IT
Pricing
This service is tailored to your business, so we confirm the price after a short conversation about your requirements. There is no charge for the conversation.
Use the quote builder to add Hosted VoIP Telephony to an indicative quote, or book a free security review and we'll recommend what fits.
Price
On Application
What affects the price
- Number of phone users
- Desk handsets, softphones or a mix
- Numbers to port
- Call routing and features needed
- Number of sites
- Call usage and call plans
- Network changes needed for voice traffic
All prices exclude VAT.
Add to Your QuoteFrequently asked questions
Can we keep our existing phone numbers?
In most cases, yes. Numbers are moved by porting, which depends on the current provider releasing them. We check your numbers before you commit and coordinate the transfer.
Will VoIP work on our current internet connection?
Often, but it depends on the speed, reliability and how busy the connection is. We check before going live and will tell you if your connection or network needs improving. See Business Broadband & Leased Lines.
What happens to calls if our office internet goes down?
Desk phones in that office can't make or receive calls until the connection is back. Depending on the system, incoming calls can be diverted to mobiles or another site, and staff can use the mobile app on mobile data. A backup connection reduces the impact.
Does everyone need a desk phone?
No. Staff can use a softphone on their computer with a headset, a mobile app, a desk handset or a mix of these. We'll help you choose what suits each role.
Can calls ring several people at once?
Yes. Hunt groups can ring a group of phones together or in turn, and unanswered calls can go to voicemail, another group or a mobile. We set this up around how your business handles calls.
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