VoIP phone system installation and set-up

How a VoIP installation works

Every installation is planned around your users, sites and numbers, but the steps are the same:

1. Discovery. We list your users, sites, numbers, current lines, handsets and how calls are answered today, including out-of-hours rules.
2. Requirements check. We look at your connection, network, firewall and power against our VoIP requirements checklist and agree any changes needed.
3. Platform and numbers. We confirm the platform and tier, plan new numbers and direct dials, and prepare to port the numbers you are keeping.
4. Call flows. We design and build menus, hunt groups, queues, opening hours, holiday messages and voicemail.
5. Handsets provisioned. Desk, cordless and conference phones are set up for your system, and users get the apps for laptops and mobiles.
6. Porting date. We agree a porting date with you and plan how calls are handled on the day.
7. Training. We show users, receptionists and supervisors how to use the system.
8. Go-live. Your numbers move to the new system and calls start arriving on it.
9. Help with changes. After go-live, we can help with moves, adds and changes as your team changes.

What we need from you

• A list of users with who needs a desk phone, a cordless handset, an app or Teams
• Your numbers and a recent bill, so the port can be requested with matching account details
• Your call flows: who answers first, what happens when they are busy and out of hours
• Access to your network, or a contact at your IT provider, for firewall and QoS changes
• Details of special lines used by alarms, lifts, door entry or card terminals
• A go-live date that suits you, avoiding your busiest days

Much of the set-up is done remotely

Because a VoIP phone system runs over your network, most of the work can be done remotely: building users and call flows, provisioning handsets so they configure themselves when plugged in, setting up apps and testing calls. Where on-site work helps, for example cabling, Power over Ethernet switches or a reception console, we plan it with you in advance.

Network preparation is the part to start early. Your router may need SIP ALG turned off, and voice may need priority on the network with QoS and a voice VLAN. Our guides to VoIP QoS settings and the VoIP router explain why. For Cisco Meraki networks, our sister site covers cloud-managed switches.

Numbers and the porting date

Keeping your numbers is usually the part people worry about most. The gaining provider requests the port from your current (losing) provider using a letter of authority, and the account details must match exactly, so a recent bill helps. Number ranges used with ISDN phone systems can usually move across too.

We agree the porting date with you and plan the day, so callers keep reaching you. The detail is in port your landline number to VoIP, and if you are moving off ISDN, see ISDN to VoIP.

Handsets, apps and special lines

VoIP desk, cordless and conference handsets can be bought outright or, in some cases, included in your monthly rental, with the options confirmed at quote. Compatible phones you already own can sometimes be re-provisioned. VoIP handsets for business covers the device types and which work with each platform.

Analogue devices need a plan of their own. An analogue telephone adapter can connect some older phones and devices to VoIP, as explained in VoIP adapter. Alarms and lift lines need extra care; our sister site's guide to alarm and special lines explains the options.

Training and go-live

Most people pick up a VoIP phone system quickly, but a short session makes a real difference, especially for receptionists, team leaders and supervisors who use queues, park and wallboards. We cover making and transferring calls, the apps, voicemail and the admin tasks you will do yourself, such as changing a greeting or adding a holiday message.

On go-live day, calls start arriving on the new system as the numbers port, and incoming and outgoing calls, menus and groups are tested against the plan.

Security settings at set-up

A new phone system is the best moment to set it up securely. The NCSC's PBX best practice guidance names dial-through fraud, unchanged default passwords, open SIP ports and weak firewalls as common problems, and says the PBX owner is responsible for the system. In line with that guidance, set-up should include:

• Strong, unique passwords for every extension, voicemail box and admin account, with default codes changed
• Multi-factor authentication for administrators
• Firewall rules that expose only what the platform needs
• Limits on dialling: international, premium-rate and personal numbers turned off where they are not needed
• A patching plan for the phone system software and handset firmware
• A review of unused accounts, so leavers' extensions do not stay active

VoIP security explains each control in more detail.

A pre-go-live checklist

• Every user can make and receive calls on each of their devices
• Menus, groups and queues route as designed, in and out of hours
• Direct dials ring the right people, and outgoing caller ID shows the right number
• Voicemail greetings are recorded and voicemail reaches the right inboxes
• Emergency addresses are correct for each site or user
• Alarms, lifts, door entry and card terminals have a plan
• Call quality has been tested at busy times; see VoIP call quality

Installing VoIP across several sites

With more than one site, the plan adds a few questions: does each site keep its own numbers, does one reception answer for everyone, and what happens to calls if one site's connection drops? We check the connection and network at each site, agree how calls overflow between sites, and set emergency addresses for each location so 999 and 112 calls carry the right address.

Sites can go live together or one at a time, depending on porting dates and what suits your business. Multi-line VoIP phone systems explains how many calls a system can carry at once, and our sister site's guide to a multi-site phone system covers the planning in more depth.

Setting up VoIP for a small business

For a small team the steps are the same, just shorter: a handful of users, one or two call flows, apps on mobiles and laptops, and perhaps one or two desk phones. Our guide to a VoIP phone system for small business explains the platform options, and switching from landline to VoIP covers the move from traditional lines.

To plan your installation, contact us with your user count, sites and current numbers.