Business VoIP for SMEs: What Should You Consider?

A cloud-hosted Voice over IP system carries business calls using an internet connection rather than relying on an on-premises telephone system. For a small or medium-sized business, it can provide flexible call-management tools and a simpler way to add users as the organisation changes.

What is business VoIP?

Business VoIP converts voice into data and delivers calls over an IP connection. The service is hosted in the cloud, while users make and receive calls through compatible desk phones, applications or other supported devices.

Exascale’s cloud-hosted VoIP phone systems include call-management features designed for businesses of different sizes.

Which features should an SME consider?

• Call forwarding: Route incoming calls to another number, extension, voicemail or mobile number.
• Call queues: Hold callers in a queue until a team member becomes available.
• Call logging: Review inbound and outbound calling activity.
• Applications: Give suitable users access to business calling away from a traditional desk phone.
• Administration: Consider how extensions, users and address-book entries are added or changed.
• Growth: Confirm how the service can accommodate additional users, teams or locations.

If forwarding is a priority, explore Exascale’s call-forwarding service.

Check the underlying connection

VoIP depends on the quality of the internet connection carrying the calls. Bandwidth matters, but latency, packet loss, congestion and local network configuration can also affect voice quality.

Review the number of simultaneous calls, other applications sharing the connection, Wi-Fi coverage and the way traffic is handled on the local network. Organisations with demanding or business-critical usage should discuss whether standard broadband or dedicated connectivity is more appropriate.

Plan call flows before migration

Document how customers reach the business today. Include main numbers, departments, extensions, opening hours, voicemail, call queues and out-of-hours routing. Decide what should happen when a user is unavailable and how calls should be handled during a connectivity problem.

This planning is particularly useful for businesses with remote workers or multiple sites because it makes the desired call flow clear before configuration begins.

Questions to ask a VoIP provider

• Which features are included in the proposed package?
• How are existing telephone numbers handled?
• Which devices and applications are supported?
• How are new users and extensions added?
• What support is available during setup and ongoing use?
• What connectivity is recommended for the expected call volume?

VoIP for a growing small business

The best system is one that fits the way your team communicates today and can be adjusted as requirements change. Exascale can discuss your users, call flows and connectivity before recommending a suitable configuration. Learn more about business broadband and VoIP for SMEs.