IP-PBX Telephony
A phone system that follows your team. Extensions on desk phones, softphones and mobiles, with call flows designed around how you actually answer calls.
Call flows built around your real routine
A default auto-attendant sends callers in circles and drops them at a voicemail nobody checks. We map how calls actually arrive and who handles them, then build routing, hunt groups and after-hours behaviour to match, including what happens on a holiday.
- IVR, auto-attendant, hunt groups, time-of-day routing
- Desk phones, softphones and mobile extensions
- Holiday and after-hours call handling agreed in advance
From first call to steady state
- 01
Call flow mapping
We document how calls actually arrive, who handles them, and what happens after hours.
Includes holidays, overflow, and the awkward cases. - 02
Number and trunk planning
Porting, SIP trunks, and failover arranged with the carriers.
Porting timelines are set by carriers and outside our control. - 03
Deployment
Phones, softphones, and mobile extensions provisioned and tested against the design.
Rolled out in waves so a problem does not stop all calls. - 04
Tune and handover
Call flows adjusted after real call data comes in, then training for your team.
Recording and reporting verified as part of handover.
This is usually when we get the call
- Callers get lost in an auto-attendant that nobody has reviewed in years
- A carrier outage stops all calls because there is no failover
- You cannot retrieve a recording when a client disputes a conversation
- Extensions do not follow staff when they work from home
Resilient trunks and evidence you can produce
When the primary SIP trunk fails, calls should fail over rather than stop. Recording, call detail records and reporting are configured as part of the deployment, which matters when a dispute or a compliance question needs an answer.
- SIP trunk procurement and carrier failover
- Call recording, CDRs and reporting
- Integration with CRM and helpdesk systems
What a modern phone system replaces
- Per-extension maintenance on hardware that stopped being supported years ago
- Trunk lines billed by the pair, whether or not anyone calls
- Every staff move or new hire: a technician visit and a cable
- Users are software – add one in minutes, from anywhere
- Calls ride the internet connection you already pay for
- Move a desk, keep the number; hire remotely, ship a handset or use an app
The savings are real, but the bigger change is operational: the phone system becomes something you configure, not something you schedule around.
Scope, spelled out
- Cloud or on-premise PBX deployment and configuration
- IVR, auto-attendant, hunt groups, and time-of-day routing
- Desk phones, softphones, and mobile extensions
- Call recording, CDRs, and reporting
- SIP trunk procurement and carrier failover
- Integration with CRM and helpdesk systems
Straight answers
Can we keep our existing numbers?
Yes, numbers can normally be ported to the new provider. Porting is handled by carriers and the timeline is theirs, not ours, so we plan and communicate around that rather than promising a date we do not control.
What happens if the internet goes down?
That depends on design. Carrier failover between SIP trunks covers provider outages, and mobile extensions with call forwarding cover site-level outages. We agree which of these you need based on how much a lost call costs you.
Do we need new desk phones?
Not always. Existing SIP-compatible handsets often work. If yours are proprietary to a system being replaced, they may not, and we will tell you before you commit to anything.
How does recording work for compliance?
Recording, call detail records, and retention are configured as part of the deployment, with the retention period set by your policy rather than a default. Access to recordings is controlled and logged, because recordings are sensitive data.
Will call quality suffer because it runs on the internet?
Not on a properly configured network – voice gets priority over downloads, which is a router setting, not a hope. We quality-test call paths during deployment and show you the numbers before the old lines go.
Can remote staff take calls on their mobiles?
Yes. Mobile and desktop apps register as extensions on the same system, so a call rings on a desk phone, a laptop or a phone in someone’s pocket – and transfers work between them. Remote staff keep their extension number without forwarding calls to personal numbers.
Before the first call
- How calls actually arrive and who handles them today
- Your existing number list and current carrier details
- A list of holiday and after-hours behaviours
- Access to phone hardware for compatibility checking
Most delays in any engagement trace back to access, decisions, or content. Naming these up front is what keeps a project on schedule.
Services that pair with this one
Who this is for
Offices on an ageing PBX whose technician now charges more to visit than the system is worth.
Teams going hybrid, where calls must reach desks, mobiles and laptops equally well.
Anyone expecting to run voice on an unmanaged connection. The phone system is only as good as the network under it – which is often its own project.
Ready to start?
Tell us what you are working with and we will tell you plainly what it takes. No obligation, no pressure.