Moving your business phones to the cloud: a practical checklist

Moving to a hosted phone system is usually less disruptive than people expect, but only if a few things are settled first. Here is the checklist we work through with every business before we switch anything over.

1. Know which numbers you have, and who owns them

List every number your customers use, including fax lines and old numbers that are still printed on signs or menus. Confirm who the account holder is with the current carrier. Porting goes faster when the account details match exactly.

2. Check your internet, and plan for when it drops

Hosted calls travel over your internet connection. One connection is fine for many small businesses, but think about what happens if it goes down. Options include a second connection from a different provider, a mobile backup, or call forwarding to mobiles so customers still get through.

3. Write down how calls should flow

Before talking about features, describe what should happen when someone calls: who answers first, what happens when they're busy, what callers hear after hours and on public holidays, and where voicemail goes. A one-page call flow saves a lot of rework.

4. Decide on devices

• Desk phones for counters and reception
• Mobile app for managers and staff on the move
• Desktop app for office and remote staff
• Headsets for anyone on the phone most of the day

5. Plan the switch-over day

Pick a quiet day, keep the old system available until the new one is confirmed working, and test inbound and outbound calls on every number. Give staff a short how-to for transfers, voicemail and the mobile app.

6. Agree who looks after changes

New starters, holiday hours and changes to menus or call flows happen all the time. Decide up front who makes those changes and how quickly. With a managed system, that should be one message to your provider.