Business phone systems and VoIP

In short

Many small businesses now use a mobile plus a cloud (VoIP) phone system that rings on any device, rather than a traditional office phone system.
Choose based on how you work - how many people answer calls, where they are, and how calls should be routed.
Keep control of your business number, and check it can be transferred (ported) if you change provider.
Set up call handling so calls are answered or returned quickly - forwarding, queues, voicemail to email or an answering service.
VoIP and NBN phones may not work in a power or internet outage. Always have another way to call 000, such as a charged mobile.

Your options compared

Option	What it is	Good for	Watch out for
Mobile only	Your business runs on one or more mobile numbers	Sole traders, tradies, mobile businesses	Personal and business calls mixed; hard to share calls between staff
VoIP / cloud phone system	Calls over the internet, managed in an app or web dashboard; rings on desk phones, computers and mobiles	Most small businesses with a few people answering calls	Needs reliable internet; check emergency call support
Virtual number with forwarding	A local, 1300 or 1800 number that forwards to your mobiles or landline	Looking established and moving phones without changing your number	Per-minute call costs; set up routing carefully
Traditional office phone system (PBX)	Phone hardware on your premises	Larger sites with existing equipment	Cost and maintenance; less flexible
Answering service	Live receptionists answer calls in your business name	Businesses that miss calls while working	Monthly and per-call fees; give them good scripts

Choosing what you need

Answer these first:

How many people answer calls, and where are they? One person on the road needs something different from five people in an office and two at home.
What should happen when a call comes in? Ring everyone? One person first, then others? A menu (“press 1 for…”)? Different routing after hours?
How many calls do you get, and when? Busy periods may need queues or overflow to an answering service.
Do you need recordings, reports or integration with your CRM or job management software?
What’s your internet like at each location?

VoIP and cloud phone systems

VoIP (voice over internet protocol) carries calls over your internet connection. Cloud phone systems add features managed online:

Ring groups and call routing: calls ring several people, or follow a set order.
Apps for mobiles and computers, so staff can make and receive business calls anywhere using the business number.
Auto attendant (menu) to direct callers.
Voicemail to email, with transcription on some systems.
Business hours and holiday rules.
Call queues and hold music. (Music on hold may need a licence; check with your provider.)
Call recording, where enabled. Tell callers if calls are recorded, and check the rules in your state or territory.
Reporting on calls answered, missed and waiting times.
Integrations with CRMs and helpdesk software.

When comparing providers, check call quality, Australian support hours, contract length, per-user and call costs, number porting, emergency call arrangements, and what happens if the internet goes down (for example, automatic forwarding to mobiles).

Business numbers

Local geographic numbers (such as 02, 03, 07, 08) suit businesses that want a local presence.
1300 numbers are national numbers that callers can usually reach for the cost of a local call from a landline, depending on their plan. You pay for incoming calls.
1800 numbers are free for callers from landlines, and you pay for the calls.
Mobile numbers are fine for many sole traders, but consider a separate business mobile to keep work and personal life apart.

Keep control of your number

Your phone number is a business asset, printed on vans, signs and cards.

Make sure the number is in the business’s name and you control the account.
Ask whether you can port (transfer) the number to another provider, and what’s needed.
Don’t cancel a service before the number has been ported, or you may lose it.
Keep account logins and PINs secure. Fraudsters sometimes try to port numbers to take over accounts, so use account security features your provider offers.

Answering every call

Missed calls are missed customers. Options:

Forwarding to another person or a mobile when you’re busy.
A clear voicemail greeting with your business name and when you’ll call back. Then call back quickly.
Text-back features that send a message to missed callers.
An answering service for times you can’t answer, such as while on the tools or with clients.
Online booking on your website, so customers who don’t want to call can book themselves.

See Customer service that keeps customers coming back.

Triple Zero (000) and outages

This matters for safety. ACMA says you can call 000 from any fixed or mobile phone and certain VoIP and satellite services. Check with your provider whether your VoIP service supports emergency calls, and that your address is registered correctly so emergency services can find you.

During a power outage, phones that depend on mains power or the internet, including most NBN and VoIP phones and cordless phones, may not work. ACMA recommends having another way to call for help.

Keep a charged mobile available at each site.
Make sure staff know how to call 000 and give the site address.
If someone at your workplace relies on a medical alarm or similar device, check how it connects and what happens in an outage.

Security

Use strong passwords and multi-factor authentication for your phone system dashboard.
Restrict international calling if you don’t need it, to reduce the risk of costly fraud.
Remove access for staff who leave.
Watch for unusual call activity or bills.

See Cyber security and backups.

Making calls to customers

If you use phones for marketing, telemarketing rules apply: it’s illegal to make a telemarketing call to a number on the Do Not Call Register without consent, unless an exemption applies. See Lead generation.

Common questions

What is a VoIP phone system?

VoIP carries calls over your internet connection. Cloud phone systems add features like ring groups, apps for mobiles and computers, call menus, voicemail to email, business hours rules and reporting.

Can I keep my business number if I change provider?

Usually, by porting it to the new provider. Make sure the number is in the business’s name, ask what’s needed to port it, and don’t cancel the old service before the number has moved.

Can I call 000 from a VoIP phone?

ACMA says you can call 000 from any fixed or mobile phone and certain VoIP services. Check with your provider whether yours supports emergency calls, and keep a charged mobile, because VoIP and NBN phones may not work in an outage.

What's the difference between 1300 and 1800 numbers?

Both are national numbers. Callers can usually reach a 1300 number for the cost of a local call from a landline, and 1800 numbers are free for callers from landlines. With both, the business pays for incoming calls.