The big decision is over with…you have decided to switch to VoIP. Now, you must choose which provider is best, offers the right features for your business, and can carry out the switch from your conventional system to a new, modern VoIP system as swiftly as possible. It is a good idea to have a strategy or plan to make a seamless switch.
To start, consider your transition in three stages.
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Research, Planning, and Preparation
- Identify your needs for your new phone system
- Prioritize features
- Test your bandwidth
- Determine if you need physical phones for your business (optional) or will work off of softphone applications
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Migration and Setup
- Phone number porting
- Add users and manage access
- Design an ideal call flow for your business
- Activate any additional VoIP features
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Post-Installation
- Verify network connections, including E911
- Confirm all number assignments
- Personalize and record voicemail greetings
- Download all necessary VoIP apps
Stage One: Research, Planning, and Preparation
Brainstorm about the communication wants and needs of your business.
Identify Needs for Your New VoIP System
It's not uncommon for businesses to not have a pre-selected list of phone systems or service requirements. However, if the basics are not covered, cool or trendy features don't matter. Below are some examples of everyday phone system needs:
- Number of users (both local and remote)
- Active business phone numbers
- Phone usage (like a phone bill)
- Any changes in expenses or budgets
- Legal or regulatory requirements
Once you begin thinking about these items, you can start to think about what you want and need out of your new VoIP service and provider. If you have a remote team, your provider will need to offer softphone applications for your team members' devices. If you have an international team, affordable international calling should rank pretty high on your list of necessary features.
You must figure out all of the things you need from your provider, and this will set you on the right path to choose the best one for your needs. Taking the time to do this at the beginning will save you time and money during the entire process.
Prioritize Desired Communications Features
Some features are commonly used and some that you may have never even heard of. With modern technology, the world of unified communications has grown exponentially and offers a lot more functionality and flexibility than ever before. Below are a few notable VoIP features:
- Call routing for directing calls to multiple staff members
- Auto attendants to greet and guide incoming callers
- Instant messaging to chat with other team members securely
- Transcription of voicemails sent to your inbox for instant review
- Video conferencing to meet with both your team and clients
These are just a few of the top features of VoIP systems. Ask potential providers about their unique or custom features and decide what would work best for your business.
Test Bandwidth
VoIP operates over an internet connection. You must have enough bandwidth to complete calls. This typically isn't a problem, as usual, broadband connections are over 50 Mbps; however, it is essential to check. For reliable VoIP calls, follow these recommendations per location:
- Bandwidth: Minimum 10bps per line
- Jitter: At or below 20 milliseconds
- Latency: At or below 150 milliseconds
Determine if Your Business Needs VoIP Phones (Optional)
While you don't need to buy VoIP-specific equipment, you can certainly invest in VoIP phones if you prefer the look and feel of a desk phone. You can buy desk phones, headsets, and other items, or you can use your smartphones and existing computers. Whatever you prefer!
Stage Two: Migration and Setup
You have chosen your provider, and now it's time to set up your VoIP system. This should be a relatively simple process with a great VoIP provider.
Port Phone Numbers
A company's phone number is its identity. It is how customers know who you are, where you're located, and of course, how to contact you for any reason. It is critical to transfer all existing phone numbers. "Porting" is the term used to describe the moving of telephone numbers.
Your VoIP provider should make this an easy process. Your provider should inform you when the numbers are ready and complete the transfer. You can transfer any phone numbers your business utilizes, such as PSTN/analog, wireless, and even virtual numbers. You can always choose to pick out new DIDs if you prefer.
Add Users and Manage Access
You must determine how many employees need access to your business's phone system. The number of users may differ depending on employees and phone extensions. You can also limit and customize access so that some team members have more access than others, and some can make and receive calls without any additional features. It is good to plan out the number of users, phone extensions, permissions, call flows, etc. If you forget anything, your provider should cover everything in an onboarding session(s).
VoIP Apps
Setting up the devices that you want to use for your new VoIP system may be the most fun aspect of the switch. You can streamline the installation process too by using a softphone and making calls from your smartphone or computer. Your VoIP provider should have an app available for download.
If you choose to use desk phones, simply plug them in, and they will connect to your VoIP provider. It should connect with your admin portal seamlessly.
Design Your Company's Call Flow
The last step in stage two is to consider the order of operations from your caller's side. Having a predetermined call flow or auto-attendant is an excellent place to start. You might have already been utilizing something like this if you were previously using an on-premise or hosted PBX.
Auto attendants can greet callers and offer them several choices via a menu. Businesses should always be mindful of the customer experience when determining or setting up the call flow.
Record a short greeting that is welcoming. Be sure to include the company's name, and then list the choices for call destination and key to press. Please keep it simple as you begin. Remember that with VoIP, you can make changes at any time, often without IT support.
Stage Three: Post-Installation
The hard part is over. You can now make sure you are getting the most out of your VoIP system.
Verify Network Connections
Sometimes your network configuration can be confusing. It is a good idea to check your network connections during the VoIP installation. Just check to make sure everything is functioning correctly. Below are a few simple ways to test your new system:
- Dial your business's number from your cell phone
- Dial your cell phone from your business phone
- Complete a test call that lasts about 20 minutes to determine if there are any problems with audio
Confirm All Number Assignments
It may be a good idea to utilize call groups. They can help direct incoming calls to other users from a single phone extension. However, this functionality differs between providers. Also, confirm that your caller ID is up to your preferences. A caller ID should be from your business's location and not a remote team member's location. Make sure all numbers are working correctly.
Create Your Voicemail Greeting
Your voicemail greeting is essential to any organization's phone system. It helps customers and team members determine if they dialed the correct number. If you prefer a text or email instead, your voicemail should also establish this. Simplicity is best, don't overthink it!
Choose any VoIP Extras
Last but not least, you can choose any extra features for your VoIP system. Many aren't essential, but you may want them to enhance the productivity and efficiency of your business. Popular additional features include call forwarding, online faxing, call recording, SMS, call screening, and many more.
Making the switch to VoIP is a big decision for any business. There are many things to consider and many steps to handle. Your provider should be a constant source of support and make the process as seamless as possible.
