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Concept photograph: A row of three different workstations in a bright open-plan office, lilac acoustic panels and oak, view down the desks emphasizing room to grow

Phone systems for growing teams

Add people without making callers work harder.

As the team grows, the phone system needs clearer responsibilities. Separate the departments callers ask for and keep a route back to someone who can help.

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Concept photograph illustrating Give teams their own route

Give teams their own route

Use a short menu for departments with different jobs.

Concept photograph illustrating Set a waiting limit

Set a waiting limit

A queue needs a timeout and somewhere to send callers next.

Concept photograph illustrating Keep the list current

Keep the list current

Review extensions, devices and team membership when people join or leave.

What to work through

Concept photograph illustrating Map the departments

Step 1

Map the departments

Use the names your customers recognise.

Concept photograph illustrating Assign responsibility

Step 2

Assign responsibility

Agree who answers each route and who covers it.

Concept photograph illustrating Check the estimate

Step 3

Check the estimate

Adding extensions updates the illustrative monthly licence cost.

Questions you might have

Is a queue always better than a ring group?

A queue suits callers waiting for a shared team; a ring group can suit a small set of people who answer together. Choose based on demand and the experience you want callers to have.

Can we add another department?

Yes in the studio: add a team or queue and connect its answer and fallback routes. Live changes require the separate production platform.

Put it into a design.

Add your teams, try the caller journey and download an itemised estimate from the builder.

Build your system