UK VoIP Expert
VoIP Phone System FAQs
Real answers to the questions UK businesses ask us every day, from
understanding VoIP and navigating the 2027 PSTN switch-off.
36
Questions answered
15+
Years of VoIP expertise
Jan 2027
PSTN switch-off deadline
Whether you're researching VoIP for the first time or preparing for the 2027 landline switch-off, this page covers the questions we hear most. Click any question to read the full answer.
The Basics
Q
A VoIP number is a phone number that works over the internet rather than being tied to a physical phone line or location.
- Can be used on a desk phone, mobile app, or computer, anywhere with internet
- Not tied to one address, so it moves with your business
- Supports business features a traditional number can't, like call routing and voicemail to email
Q
Yes, you can make and take business calls on your mobile using a softphone app, showing your business number rather than your personal one.
- Works over Wi-Fi or mobile data
- Keeps your personal number private
- Same features as a desk phone: transfer, hold, voicemail
Q
Yes. Traditional landlines are being switched off across the UK by 31 January 2027, and VoIP is the direct replacement.
- The PSTN and ISDN network shuts down permanently on 31 January 2027
- VoIP does everything a landline does, plus mobile and remote calling
- You can keep your existing numbers by porting them across
Q
Yes, most modern VoIP systems handle video calling in the same app as voice, with no separate subscription needed.
- Switch from a voice call to video mid conversation
- Screen sharing and group video meetings included on most plans
- Works across desk phones, desktop apps, and mobiles
Q
For most UK businesses with reliable internet, yes. VoIP offers lower costs and business features 4G/5G calling can't match.
- Lower per-user cost than business mobile SIMs
- Business features: call queues, auto attendants, CRM integration
- 4G/5G is best kept as a backup, not the main system
Q
Yes, VoIP lets you hold local numbers in other countries and answer them from anywhere with internet.
- Appear local to overseas customers without a physical office
- Avoid international roaming and long-distance charges
- Manage all country numbers from one dashboard
Q
Yes, most VoIP phone systems can send and receive SMS messages, provided the number is text-enabled by the provider.
- Send and receive business texts from the same VoIP number
- Works across desktop apps, browsers, and mobile devices
- Supports appointment reminders, confirmations, and customer follow-ups
Hardware
Q
Very little. VoIP runs over your existing internet, so most businesses need only a device and a stable connection.
- A VoIP desk phone, or just a computer or mobile with the app
- A reliable business broadband connection
- Optionally a headset for staff on calls all day
Q
No. Headsets aren't required for VoIP to work; they're recommended only for staff on calls frequently.
- Desk phones and apps have built-in mics and speaker
- Headsets help call centre, sales, and open-plan staff
- Occasional callers are fine without one
Q
Yes, VoIP supports multi-person conference calls as standard, without extra hardware or dial-in charges.
- Add several participants to a live call
- Schedule or start ad-hoc conferences from the app
- Often includes screen sharing and video
Q
Yes, VoIP shows caller ID across all your devices, including the mobile app, before you answer.
- See the caller's number or saved name on any device
- Works the same on desk phone, app, and computer
- Can display the caller's details from your CRM
Q
Very little. Most VoIP systems work like the phones and apps staff already use, so training is usually minimal.
- Familiar call, hold, and transfer controls
- Mobile and desktop apps feel like everyday apps
- Providers supply setup guides and support
Q
Through an online admin portal, either by giving each phone its own extension or ringing several devices on one number.
- Assign new extensions in minutes, no engineer visit
- Link three to six devices to one number so they all ring
- No new cabling needed
Call Management
Q
Yes, VoIP systems log all calls in a single dashboard you can view and filter.
- See made, received, and missed calls across the team
- Filter by user, date, or department
- Export data for reporting
Q
You transfer to their extension, and the system routes it to whichever device they're on, including their mobile app.
- Blind or announced transfer options
- Reaches the colleague on desk phone or mobile app
- No need to know which device they're using
Q
Yes, VoIP lets you route calls differently outside business hours automatically.
- Send after-hours calls to voicemail, a mobile, or an answer service
- Set holiday and weekend rules in advance
- Change routing instantly from the portal
Q
Yes, voicemail to email transcription sends the text of a voicemail straight to your inbox.
- Read messages without dialling in
- Get the audio file and text together
- Useful for staff who can't take calls in the moment
Q
Yes, VoIP dashboards show live queue data so you can see wait times as they happen.
- Live view of callers waiting and how long
- Spot bottlenecks and reallocate staff
- Historical reports for staffing decisions
Q
It listens for urgency signals in what the caller says and escalates those calls to a human straight away.
- Detects keywords and intent that suggest urgency
- Routes urgent calls to a person immediately
- Handles routine calls itself without escalating
Q
VoIP links all sites onto one cloud system, so every office shares the same numbers, extensions, and features.
- Calls between sites are free, using short extensions
- One shared directory and set of routing rules
- Add or move sites without new infrastructure
Q
Yes, when connected to your calendar or booking system it can book, reschedule, and cancel appointments over the phone.
- Checks real-time availability and confirms the slot
- Connects to Google Calendar, Outlook, Calendly, and practice software
- Handles several calls at once, out of hours included
Q
It admits it doesn't have the answer and escalates, transferring to a person, taking a message, or booking a callback.
- Never guesses or gives a false answer
- Sends the business a transcript or summary afterwards
- Learns from unanswered queries over time
Q
No. Modern AI receptionists use natural speech and generally aren't distinguishable from a human voice.
- Natural pacing, tone, and sub-second responses
- Handles interruptions and back-and-forth
- Voice and scripting can be matched to your brand
Q
No. You can run VoIP internally without a provider, but calling landlines/mobile numbers requires a SIP trunk.
- Internal or app-to-app VoIP can work without a telecom provider
- A SIP trunk is still needed to connect a self-hosted PBX to the public phone network
- Self-hosting gives you more control but adds setup, maintenance, security, and IT responsibilities
Q
Ring groups send incoming calls to multiple phones or extensions so the first available person can answer.
- Ring multiple phones at once or in a set order
- Supports simultaneous, sequential, round robin and longest idle
- Helps teams reduce missed calls and reach available staff
Reliability & Security
Q
Not directly, but VoIP has automatic failover, so calls continue even if your broadband drops.
- Calls reroute to mobiles or another site during an outage
- 4G/5G backup available on higher support tiers
- No calls lost while the connection is down
Q
Not on its own, since it needs powered internet, but failover keeps you reachable.
- Calls divert automatically to mobiles during an outage
- Mobile apps keep working on 4G/5G
- Backup power (UPS) can keep equipment running
Q
VoIP is secure when set up properly; the main risks come from weak passwords and unencrypted connections.
- Use call encryption and strong credentials
- Keep firmware and firewalls up to date
- A reputable provider handles most protection for you
Q
Poor VoIP quality is almost always a network issue: bandwidth, Wi-Fi, or router configuration, not the service itself.
- Not enough bandwidth for the number of calls
- Wi-Fi instead of a wired connection
- No QoS set to prioritise voice traffic
Q
Latency drops when voice traffic is prioritised and carried over a stable, wired connection.
- Enable QoS to put voice ahead of other data
- Use wired Ethernet rather than Wi-Fi
- Choose a provider with UK-based call routing
Q
Calls cut out due to packet loss, jitter, or bandwidth saturation, usually from congestion, Wi-Fi, or router settings.
- Each call needs roughly 85 to 100 kbps in each direction
- Wire the connection and enable QoS
- Check firewall and SIP port settings
Integrations
Q
Yes, click-to-dial lets you call a contact straight from your CRM with just one click, with no manual dialling.
- Works with major CRMs like Zoho, HubSpot, and Pipedrive
- Logs the call against the contact automatically
- Saves time and reduces misdials
Q
Operator Connect links Microsoft Teams to the phone network through a Microsoft-certified telecom operator.
- Uses a Microsoft-certified operator for connectivity
- No SBC hardware to install or maintain
- Manage numbers and routing through Teams Admin Centre
Q
Direct Routing offers more carrier choice and control, while Operator Connect provides a simpler setup without managing an SBC.
- Direct Routing supports almost any carrier and requires an SBC
- Operator Connect uses certified operators with no SBC
- Direct Routing offers greater routing control and Operator Connect lower technical overhead
Q
Yes, VoIP connects to Microsoft Teams through Direct Routing or Operator Connect, so you can call externally from within Teams.
- Make and receive real phone calls inside Teams
- Keep VoIP features like call queues and analytics
- Two setup routes: Operator Connect (faster) or Direct Routing (more flexible)
Q
Yes, most AI receptionist systems can integrate with supported CRM and booking software, so calls, bookings, and customer records update automatically.
- Sync customer records and bookings in real time
- Recognise returning callers and update existing records
- Reduce manual data entry with supported CRM integrations
Not sure where to start?
Our UK-based team will explain your options in plain English, no jargon, no obligation.