What changes when you move to hosted VoIP
With hosted VoIP, also called hosted telephony or a cloud phone system, the phone system lives in your provider's data centre rather than a box in your office. Desk phones, softphone apps and mobiles connect to it over the internet. You manage users, call routing and voicemail through a web portal, and you pay a monthly fee per user instead of maintaining hardware.
Step 1: Map how calls work today
Before anything is configured, write down:
- every number, including direct dial numbers, fax numbers and any 0800 or 0333 numbers;
- what happens when each number rings: who answers, in what order, and what happens out of hours;
- menus ("press 1 for sales"), hunt groups, call queues and voicemail boxes;
- who needs call recording, and why.
This is the moment to simplify call flows that have grown over the years.
Step 2: Plan number porting
Most UK geographic and non-geographic numbers can be ported to a new provider. Your new provider submits the request using details from your current account, so make sure the account holder name, address and numbers match your bills exactly, because mismatches are the most common reason ports are rejected. Porting timescales vary, so allow time, and do not cancel your existing service until the port is complete.
Step 3: Check your network
- Broadband: voice needs stable upload as well as download capacity. Test from each site with our speed test at busy times of day.
- Router and firewall: configure quality of service so voice traffic is prioritised, and check the provider's recommended settings.
- Wired or wireless: desk phones work best on a wired network. Power over Ethernet switches remove the need for a power adapter at every desk.
- Resilience: a backup internet connection, or automatic diversion to mobiles if the office goes offline.
Step 4: Choose handsets and apps
Decide who needs a desk phone, who can use a headset with a softphone on their computer, and who will mainly use the mobile app. Reception and switchboard users may need a handset with extra buttons for busy lamp fields. If your team lives in Microsoft Teams, ask about Teams integration.
Step 5: Build and test
Your provider builds users, numbers and call flows in the new system ahead of time. Test every route before go-live, including out-of-hours, overflow to voicemail and transfers between sites.
Step 6: Go live and train
On the porting date, calls start arriving on the new system. Schedule this at a quiet time, have someone check that each number rings correctly, and give staff a short guide covering transfers, voicemail and the mobile app.
Step 7: Tidy up
- Cancel old lines and maintenance contracts once all numbers have ported.
- Dispose of old phone system hardware securely, as it may hold call records or voicemail.
- Review call reports after a few weeks and adjust queues or menus.
- Keep emergency location details for each user up to date, especially home workers.
Do it before the deadline
With traditional phone lines being retired, many businesses are making this move anyway. Planning it yourself is far smoother than reacting to a line provider's migration date. See our PSTN switch-off guide.
Move with Omega IT
We plan and run the full move to Hypercloud Voice, including number porting, network checks, handsets and training. Get a quote or talk to us.