VoIP phone systems, hosted PBX and UCaaS providers

• VoIP (voice over internet protocol) carries calls over your internet connection instead of traditional phone lines. See VoIP in the ACXPA glossary.
• Hosted PBX is a business phone system run by a provider off site, giving you auto attendant, queues, hunt groups, recording and voicemail without owning hardware.
• Cloud PBX is the modern, software-native version of hosted PBX. Most providers use the two terms interchangeably, so ask how the system is actually built.
• UCaaS (unified communications as a service) adds video meetings, messaging and presence to calling in one platform.
• Microsoft Teams calling brings phone calls into Teams, often through a provider that connects Teams to the phone network.

Need numbers or SIP trunks for an existing system? See business numbers, SIP and carriers.

• No hardware to maintain: the provider runs the system, applies updates and handles redundancy.
• Work from anywhere: take business calls on desk phones, mobiles or computers, in the office or at home.
• Scale easily: add or remove users as your team changes, paying per user per month.
• Lower call costs: many plans include local and national calls, with no separate line rental.
• Better features: queues, recording, reporting and integrations with your CRM or help desk come as standard on most plans.

• Enough bandwidth: each call needs roughly 85 to 100 Kbps each way. Allow for your busiest hour.
• Prioritise voice: set up quality of service (QoS) on your router so downloads and video don't break up calls.
• Use wired connections for desk phones and computers where you can; Wi-Fi is less consistent.
• Choose business-grade internet with a service guarantee, and consider a backup connection.
• Use a good headset: it makes a big difference for people on the phone all day. See headsets and hardware.