Small Business Voice
Help every important call reach the right person
Bring your numbers, call routing, voicemail and cloud calling into one clear set-up that works in the office, on mobile and for remote staff.
Or go straight to
- Why customers call
- When the team is available
- Who answers if the first person can’t
- Urgent paths and handoff
Design the caller journey first
Start with why customers call
Then work out when your team is available and what should happen if the first person can’t pick up. A simple, well-tested call flow usually beats a long list of features.
Customer calls
On your main business number
Answer
Calls go to the right person, team or location, following the rules you’ve approved
Capture
Voicemail, message capture or an approved AI receptionist steps in when your team can’t answer
Escalate
Set clear paths for urgent calls and hand-over to a person, so callers don’t get stuck in a loop
Human handoffMeasure
Track missed calls, answer times, transfers and outcomes, where the platform provides reliable data
Example only. Your call flow follows your own opening hours, team and business rules.
Review my call setupHosted voice options
Choose the features your callers will actually notice
Depending on what’s available, services may include business numbers, SIP, hosted PBX (a phone system run in the cloud), desktop and mobile apps, auto attendant, hunt groups, voicemail, call queues, recording and integration with approved collaboration platforms.
We only show features the live service you choose supports, so you pay for what you’ll actually use.
Call recording is never switched on by assumption. It’s available only where the platform supports it and consent, notification, access and retention have been addressed.
Services may include
- Business numbers
- SIP
- Hosted PBX
- Desktop and mobile apps
- Auto attendant
- Hunt groups
- Voicemail
- Call queues
- Recording
- Collaboration integration
Designed to work
- In the office
- At home and on mobile
- Across more than one site
Keep numbers and manage change
Keep the numbers customers already know
To transfer a number, the ownership details must be correct and the steps done in the right order. Before cutover, write down your key numbers, call flows, user assignments, opening hours and how you’d roll back.
Don’t cancel existing services before the transfer is complete.
- 1
Confirm ownership details
The account and ownership details must be correct before a transfer is requested.
- 2
Document what you have
Key numbers, call flows, user assignments and opening hours.
- 3
Agree the sequence and rollback
Plan the order of transfers and how to step back if something doesn’t work.
- 4
Cut over, then cancel
Only treat the old service as finished once the transfer is complete.
Continuity and emergency calling
Know what your phones depend on
Internet-based voice normally depends on power, internet access and correctly configured equipment. The details for your selected service explain its emergency-calling capability, location information and limitations.
You should keep an appropriate alternative for critical calls.
Internet-based voice needs
- Power at your premises
- A working internet connection
- Correctly configured equipment
Before you rely on it
- Check the emergency-calling capability and location information for the selected service
- Keep an appropriate alternative for critical calls
- Design and test any mobile diversion or rerouting
Questions
Frequently asked questions
Plain answers about numbers, outages, mobiles and recording.
Can we keep our business phone numbers?
Generally, yes, if they’re eligible and the ownership and account details are correct. The plan must confirm the numbers can be transferred, and in what sequence, before the old service is cancelled.
Does hosted voice work if the internet is down?
Usually not at the affected location, unless the design includes a working alternate path or rerouting. Diverting calls to mobiles, or another continuity method, may help, but it must be designed and tested.
Can staff answer calls on their mobiles?
Many hosted platforms offer mobile apps or call routing, subject to the product you choose, the device and the data connection. We confirm exactly what your chosen service can do before you commit.
Can calls be recorded?
Only where your chosen platform supports it and your business has addressed consent, notification, access, retention and legal requirements.
Related services
Fewer calls that go nowhere
Good call handling depends on a reliable connection, a plan for missed calls and phones that work away from the desk.
-
AI Receptionist
Answer routine calls, take enquiries and book approved appointment types, then hand over to your team when it matters.
Book a workflow demo -
Business Internet
Internet chosen around your location, team size, cloud apps, support needs and what downtime would cost you.
Check business availability -
Business Mobile
Plans and coverage for your team, matched to how they actually use their phones.
Compare mobile options
Need contact-centre options or calling across many sites? See Voice and Unified Communications for Corporate.
Voice review
Get a practical voice review
Tell us your numbers, team, locations, opening hours and why customers usually call. We’ll map how calls flow now and outline the options that fit.
Helpful to have ready
- How many people need calling access
- How many existing business numbers you want to keep
- Where your team works: office, home, mobile or multiple sites
- Features you need, such as call queues, auto attendant, voicemail, recording, a mobile app or reporting
- A short description of what should happen when a customer calls
We use these details to map your current call flow and outline suitable options.
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