VoIP Telephony

Business VoIP and Telephone Services

IT & Accounting Solutions Limited provides cloud-based business telephone and communications solutions for SMEs, charities, social enterprises and other organisations.

We help clients move away from traditional telephone systems and adopt flexible cloud communications that support office-based, remote and hybrid working.

Our services include cloud VoIP systems, SIP trunks, business telephone numbers, call routing, number porting and ongoing support.

Cloud VoIP telephone systems

Cloud VoIP allows telephone calls to be made and managed over an internet connection rather than through a traditional on-site telephone exchange.

A cloud-based system can provide:

  • business telephone numbers;
  • extensions for individual users;
  • desk phones;
  • desktop and mobile applications;
  • voicemail;
  • call transfer;
  • call groups;
  • auto attendants;
  • call queues;
  • working-hours routing;
  • out-of-hours messages;
  • remote working;
  • call reporting; and
  • central administration.

Users can often make and receive calls from the office, home or another location while presenting the organisation’s business telephone number.

Benefits of cloud VoIP

A well-configured cloud telephone system can provide:

  • flexibility for remote and hybrid workers;
  • reduced reliance on office-based equipment;
  • easier addition and removal of users;
  • centralised administration;
  • improved call routing;
  • business continuity;
  • use across multiple offices or locations;
  • mobile and desktop applications;
  • clearer reporting; and
  • more predictable telephone costs.

The appropriate system will depend on the organisation’s internet connection, call volumes, number of users and operational requirements.

System setup and implementation

We can assist with the planning, setup and implementation of a new cloud telephone system.

Our service may include:

  • reviewing the existing telephone arrangements;
  • identifying users, extensions and call flows;
  • selecting suitable handsets or applications;
  • configuring inbound and outbound calling;
  • setting up voicemail;
  • creating call groups;
  • configuring auto attendants;
  • arranging business telephone numbers;
  • number porting;
  • user training;
  • testing; and
  • go-live support.

We aim to configure the system around the way the organisation works rather than simply reproducing an outdated telephone arrangement.

Desktop and mobile applications

Cloud VoIP systems can allow users to make and receive business calls through:

  • desk phones;
  • desktop computers;
  • laptops;
  • mobile applications; and
  • web-based telephone clients.

This can help organisations support remote staff, mobile workers and employees who work across multiple locations.

The user can normally present the main business number or their direct dial number rather than using a personal mobile number.

Auto attendants

An auto attendant answers incoming calls and allows callers to select an appropriate option.

For example:

  • press 1 for accounts;
  • press 2 for payroll;
  • press 3 for IT support;
  • press 4 for general enquiries.

Auto attendants can also be configured for:

  • different office hours;
  • holidays;
  • emergency messages;
  • multiple departments;
  • recorded information; and
  • alternative call-routing arrangements.

A clear and concise auto attendant can improve the caller experience and reduce unnecessary call transfers.

Call groups and queues

Call groups allow incoming calls to ring several users according to an agreed pattern.

Options may include:

  • ringing all users at the same time;
  • ringing users in sequence;
  • rotating calls between team members;
  • routing calls to the least busy user; or
  • sending unanswered calls to voicemail or another destination.

Call queues can be useful where several callers may be waiting at the same time.

Queue features may include:

  • hold music;
  • position announcements;
  • estimated waiting information;
  • overflow routing;
  • maximum waiting times; and
  • call-back options.

Working hours and out-of-hours routing

Incoming calls can be routed differently according to the time and day.

This may include:

  • normal office-hour routing;
  • lunchtime arrangements;
  • evening and weekend messages;
  • bank holiday schedules;
  • emergency routing;
  • forwarding to a mobile or external number; and
  • voicemail outside normal hours.

This can provide callers with a consistent and professional response even when the office is closed.

Voicemail

Voicemail can be configured for:

  • individual users;
  • departments;
  • call groups;
  • out-of-hours messages; and
  • the main business number.

Depending on the system, voicemail messages may be:

  • accessed by telephone;
  • sent to users by email;
  • downloaded as audio files;
  • transcribed into text; or
  • managed through a desktop or mobile application.

Call recording

Some cloud telephone systems provide call-recording functionality.

Call recording may be useful for:

  • training;
  • quality assurance;
  • dispute resolution;
  • regulated processes;
  • note taking; and
  • safeguarding.

Organisations using call recording must consider:

  • data-protection requirements;
  • lawful basis;
  • transparency;
  • retention periods;
  • access controls;
  • secure storage; and
  • whether callers should be notified.

We can assist with the technical configuration, but the organisation remains responsible for ensuring that recordings are used lawfully and appropriately.

Call reporting

Call reporting can help organisations understand how their telephone system is being used.

Reports may include:

  • incoming call volumes;
  • outgoing calls;
  • missed calls;
  • abandoned calls;
  • call duration;
  • call queue performance;
  • user activity;
  • peak calling periods; and
  • response times.

This information can help with staffing, customer service and operational planning.

Business telephone numbers

We can provide or arrange business telephone numbers, including:

  • local geographic numbers;
  • existing local area codes;
  • national numbers;
  • non-geographic numbers;
  • individual direct dial numbers;
  • additional inbound numbers; and
  • numbers for different departments or campaigns.

A business can often retain a local identity even where staff work remotely or from different locations.

Number porting

In many cases, an existing business telephone number can be transferred to a new VoIP provider.

We can assist with:

  • checking whether a number can be ported;
  • gathering the required account information;
  • preparing the porting request;
  • coordinating with the existing provider;
  • planning the transfer date;
  • configuring temporary routing where appropriate; and
  • testing the number after transfer.

Number porting should be planned carefully because incorrect account information or changes to an existing service can delay or disrupt the transfer.

Clients should not cancel their existing telephone service before the number port has been completed unless specifically advised to do so.

SIP trunks

A SIP trunk provides telephone connectivity over an internet connection and can replace traditional analogue, ISDN or other fixed telephone lines.

SIP trunks may be used with:

  • compatible on-site telephone systems;
  • hosted telephone platforms;
  • contact-centre systems;
  • Microsoft Teams integrations;
  • existing IP telephone systems; and
  • disaster-recovery arrangements.

SIP trunks can provide:

  • inbound and outbound calling;
  • multiple concurrent calls;
  • direct dial numbers;
  • flexible call capacity;
  • number presentation;
  • call routing; and
  • geographic resilience.

SIP trunk setup and migration

We can assist with:

  • assessing the existing telephone system;
  • checking compatibility;
  • estimating the number of simultaneous call channels required;
  • providing or transferring telephone numbers;
  • configuring inbound and outbound routes;
  • setting caller identification;
  • testing emergency and external calls;
  • arranging failover routing; and
  • coordinating the migration from an existing provider.

The quality and reliability of a SIP service depends partly on the internet connection, network configuration and telephone equipment being used.

Direct dial numbers

Direct dial numbers allow callers to reach a particular person, team or service without passing through the main switchboard.

They can be used for:

  • individual staff members;
  • departments;
  • customer service teams;
  • payroll or accounts enquiries;
  • support desks;
  • different business locations; and
  • marketing or tracking purposes.

Direct dial numbers can improve convenience while retaining central control over the telephone system.

Outbound caller identification

The system can normally be configured to present an approved business telephone number when users make outbound calls.

This may be:

  • the main business number;
  • an individual direct dial number;
  • a departmental number; or
  • another authorised number.

Presenting a familiar business number can make it easier for customers and contacts to recognise and return calls.

Telephone numbers must only be presented where the organisation is authorised to use them.

Internet and network requirements

Cloud VoIP depends on a reliable internet connection and correctly configured network equipment.

Before implementation, consideration should be given to:

  • internet speed;
  • connection stability;
  • network capacity;
  • router and firewall configuration;
  • quality of service settings;
  • Wi-Fi coverage;
  • power resilience;
  • backup internet connectivity; and
  • the number of simultaneous calls.

Where the telephone service is operationally critical, a secondary internet connection or alternative call-routing arrangement may be advisable.

Business continuity and failover

Cloud telephone systems can support business continuity by routing calls to alternative destinations if an office or internet connection becomes unavailable.

Possible arrangements include:

  • forwarding calls to mobile phones;
  • routing to another office;
  • redirecting calls to remote users;
  • alternative internet connections;
  • provider-level failover;
  • emergency recorded messages; and
  • voicemail-to-email.

Business continuity arrangements should be agreed and tested before they are needed.

Emergency calls

VoIP telephone services may handle emergency calls differently from traditional fixed lines.

Clients should ensure that:

  • the registered service address is accurate;
  • changes of location are notified where required;
  • users understand the limitations of mobile or remote use;
  • emergency calling has been tested where appropriate; and
  • alternative means of making emergency calls are available during an internet or power failure.

The telephone service should not be relied upon as the only method of making emergency calls where continuity cannot be guaranteed.

Security

Cloud telephone systems should be configured securely to reduce the risk of unauthorised access, toll fraud and misuse.

We can help with:

  • strong administrator passwords;
  • multi-factor authentication where available;
  • restricted international calling;
  • extension-level permissions;
  • access reviews;
  • firewall configuration;
  • secure remote access;
  • call-cost alerts;
  • software and firmware updates; and
  • removal of unused accounts.

Clients should notify us promptly when users join, leave or change roles.

Microsoft Teams calling

Where appropriate, telephone calling can be integrated with Microsoft Teams.

This may allow users to:

  • make and receive external telephone calls through Teams;
  • use business telephone numbers;
  • access calling from desktop and mobile devices;
  • transfer calls;
  • use voicemail;
  • participate in call queues; and
  • work within a single communications platform.

Microsoft Teams calling can be provided through different licensing and connectivity models. We can help assess whether it is appropriate for the organisation.

Existing telephone systems

Where an organisation already has a compatible IP telephone system, it may be possible to retain some or all of the existing equipment.

We can review:

  • the current telephone platform;
  • supported handsets;
  • licensing;
  • SIP compatibility;
  • existing numbers;
  • call routes;
  • support arrangements; and
  • the cost of retaining or replacing the system.

In some cases, retaining existing equipment may be cost effective. In others, moving to a fully hosted service may provide better reliability and flexibility.

Ongoing support

Our ongoing support may include:

  • adding and removing users;
  • configuring extensions;
  • changing call routing;
  • updating auto attendant messages;
  • managing working hours;
  • voicemail support;
  • handset and application setup;
  • number management;
  • call-reporting support;
  • troubleshooting;
  • provider liaison; and
  • periodic system reviews.

Support will be provided according to the agreed service arrangement.

Who we support

We provide VoIP and communications support to:

  • small and medium-sized businesses;
  • charities;
  • charitable incorporated organisations;
  • social enterprises;
  • community interest companies;
  • membership organisations;
  • professional firms;
  • education and training providers;
  • property businesses;
  • organisations with remote workers; and
  • organisations operating across multiple sites.

Why choose IT & Accounting Solutions?

  • Established in March 2004
  • Practical business and technology experience
  • Cloud VoIP, SIP trunk and number-porting support
  • Understanding of remote and hybrid working
  • Microsoft 365 and business systems expertise
  • Security and business-continuity awareness
  • Director-led and responsive service
  • Solutions tailored to the organisation’s requirements
  • Based in Maidstone and supporting clients across the UK

Important information

Cloud telephone services depend on electricity, internet connectivity, network equipment and third-party telecommunications providers.

Service availability cannot be guaranteed in all circumstances. Clients should maintain suitable business continuity and emergency communication arrangements.

Call recording, monitoring and reporting must be used in accordance with data-protection, employment and other applicable legal requirements.