The Multi-Line Phone System For Business Guide

The Multi-Line Phone System For Business Guide & How To Set It Up

Multi-line phone systems allow your business to take multiple phone calls at a time. This is a must for all types of businesses that manage a high volume of phone calls. But not all multi-line business phone systems are the same. So how do you know which kind is right for your business?

We’ve put together this guide to tell you everything you need to know about multi-line phone systems. We’ll walk you through what they are, the different types, how to set one up, as well as features you need. If you need a multi-line phone system for your business, we can help. We’re based in Atlanta but we serve the entire US including Los Angeles, Memphis, Miami, and more!

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What Is a Multi-Line Business Phone System?

A multi-line phone system is a telephone system that connects multiple phone lines to a single telephone unit. With this connection, businesses can handle several calls simultaneously. These systems are typically used in office environments where multiple people need to make or receive calls at the same time. Employees can also place calls on hold, transfer calls, and participate in conference calls.

A multi-line business phone system is different from a single-line phone system, which can only handle one incoming or outgoing call at a time. However, with both types of phone systems, there is a single phone number used to call the organization.

Some of the key features in a multi-line phone system include:

Multiple phone lines
Call transfers
Hold functionality
Conference calling
Voicemail and caller ID

Depending on the type of phone system you opt for, you may also be able to choose more advanced features to enhance collaboration and communication in your organization.

How Much Do They Cost?

The cost of a multi-line business phone system varies widely, depending on several factors, including the type of system, the number of lines and extensions you need, and the specific features you require.

In most cases, traditional multi-line phone systems cost more than cloud-based phone systems. Where a traditional system might cost $50 or more per line per month, a cloud-based system usually starts around $20 per line per month.

Other factors to consider are the hardware costs. Traditional phone lines come with costly installation as well as upfront costs to purchase desk phones. Basic multi-line phones start around $100 and can go up to $3,000+ for a deskphone with very advanced features. However, with cloud-based multi-line systems, you don’t usually have installation costs and expensive hardware. While these systems do work with hard phones, most cloud-based multi-line business phone systems offer the option to make calls from a computer, tablet, or any other internet-connected device.

How Does a Multi-Line Business Phone System Work?

A multi-line system is essentially an internal network for your phone lines. Because they are connected together, you can manage multiple calls at the same time, place calls on hold, transfer calls, and more. But how does it work? Well, that depends on the type.

Traditional Multi-Line Phone Systems

A traditional multi-line phone system relies on physical telephone lines and hardware to manage all incoming and outgoing calls. These systems have been widely used in office environments since the nineties, but have become less popular since the advent of VoIP.

Traditional multi-line business phone systems connect the phone systems to a central phone system within the office. The central unit–either a Key System Unit (KSU) or Public Branch Exchange (PBX)–manages calls and routes them to the appropriate line or extension. KSU-based systems are very basic, but PBX systems can be quite complex.

Traditional multi-line systems are known for their reliability and stability. They require desk phones, but the interface is straightforward, making it easy for users to manage calls. However, with traditional phone systems, it’s difficult and expensive to scale up when you need more lines.

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Cloud Multi-Line Phone Systems

A cloud multi-line business phone system operates using the internet rather than through traditional landlines. Often referred to as cloud-based VoIP (Voice over Internet Protocol), this type of system allows your business to manage multiple phone lines and advanced communication features all on a single platform. Because cloud-multi-line phone systems use the cloud, you don’t have to install expensive hardware or take time downloading and optimizing software. In fact, most cloud multi-line phone systems allow you to log in from various devices using a mobile app or web browser.

A cloud multi-line phone system works like this:

Calls are made and received over the internet. VoIP technology converts voice into digital signals that can be transmitted online.
The entire phone system is hosted in the cloud by a service provider, meaning that the physical hardware associated with traditional phone systems is replaced by cloud-based software.
Instead of physical phone lines, a cloud system uses virtual lines that can be scaled up or down easily.
Users can manage multiple calls simultaneously from different devices, all connected to the same system.
While some multi-line phone systems only have a few features, many come with advanced features such as auto-attendant, call forwarding, call routing, voicemail transcription, and unified communications features. All can be accessed from a single platform. Other features common with cloud multi-line phone systems include advanced reporting, integration with CRM systems, and international calling capabilities.
These systems easily enable remote working. Employees can access the phone system from anywhere they have an internet connection.

Types of Multi-Line Phone Systems

Multi-line phone systems come in a variety of configurations based on different business needs. The right type for your organization will depend on the size of your business, the expected call volume, and the specific features you need. Here’s a breakdown of the different types of multi-line business phone systems:

Two Lines

Two-line phone systems support two separate phone lines. This allows two calls to be handled at the same time. Two-line systems are perfect for small businesses or home offices where only a couple of lines are needed to handle customer calls and internal communication.

Two-line phone systems usually come with basic features like dialing, redialing, hold, transfer, and conferencing, with two separate lines visible on the phone, each with its own button. Two-line VoIP phones usually start at around $80 per phone.

Four Lines

Four-line systems can support up to four separate phone lines. This setup is common for small to medium-sized businesses where a separate line is needed for each department or employee.

The features on a four-line system typically include call forwarding, intercom, conferencing, and voicemail for each line. The cost of a four-line VoIP phone usually starts around $160, depending on the brand and the features you opt for.

Six to Twelve Lines

Six- to twelve-line phone systems can handle much more complex needs. They’re typically used by medium and large-sized businesses with higher call volumes or multiple departments needing dedicated lines. These systems come with more complex features, like advanced call routing, auto attendants, and integration with CRM and other business software.

Desk phones with six or more lines are often used by CEOs, department heads, and other types of supervisors. Pricing usually starts around $250 and can go up to significantly more. These phones usually have larger displays as well as faster processors and more memory.

PBX Systems

A PBX system can support dozens or even hundreds of phone lines, managing both internal and external communications for large organizations. PBX systems usually require an IT department to manage and tons of infrastructure, but they can handle more complex communication needs, including multiple offices or locations. Plus, they usually come with advanced features like automated call distribution, voice response systems, and conferencing.

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Cloud-Based Multi-Line Systems

Unlike traditional multi-line phone systems, cloud-based systems can be scaled to support virtually any number of lines, depending on your business’s needs. For example, if you need more lines during the holiday season, it’s easy to add the lines for a short time and scale back when your call volume slows down.

Cloud-based multi-line systems often work with both hard phones and softphones. This enables more flexibility with use and can help remote teams stay connected. Additionally, cloud-based systems often come with advanced features, unified communications, and seamless software integrations.

How to Set Up a Multi-Line Business Phone System

When it comes to setting up a multi-line business phone system, the steps you’ll take will depend on the type of system you’re installing. If you’re going for a traditional landline or PBX system, your service provider will install all the telephone lines. You’ll need to hire an experienced technician to set up the PBX system and configure all the desk phones. Plan on spending a lot upfront to get your PBX system ready to go.

Setting up a cloud-based phone system is much easier. You can sign up from any computer or smartphone, and there aren’t typically any upfront hardware costs unless you need desk phones. In many cases, you’ll be ready to make and receive phone calls in an hour or less.

To set up your cloud-based multi-line phone system, follow these steps:

Choose your provider. There are tons of different VoIP providers on the market, each with slightly different offerings. Make sure you research pricing and features to find the one that best fits your business needs.
Assign extensions to team members in your admin portal so you can dial internally.
Create your greeting and menu options.
You can begin making and receiving phone calls. If you don’t have desk phones, you can make calls from your computer, laptop, tablet, or smartphone while still using your business phone number and features.

Advanced and Basic Features

Multi-line business phone systems offer more than just voice calling. Depending on your plan and provider, you can access tons of features. Here’s an overview of some of the basic and advanced features you want to look for in a multi-line phone system:

Basic Features

Multiple lines: The main feature all multi-line phone systems share in common is access to multiple lines so you can manage multiple calls at the same time.
Hold: Hold lets you place a call on hold while answering another line or taking care of other tasks. This lets you manage multiple calls while preventing callers from getting disconnected.
Call transfer: Call transfer lets you transfer an ongoing call to another extension or phone within your system. This helps you get a caller to the right department without disconnecting their call.
Conference calling: This feature lets you connect more than two callers into a single conversation for team meetings or discussions.
Voicemail: If no one is available to answer the call, the system allows callers to leave a message.
Caller ID: This displays the incoming caller’s phone number, and sometimes name, on the phone’s screen to help identify a call before answering.
Redial: Redial lets you quickly redial the last number you called to save time.
Mute: Mute silences the microphone on your phone so the caller cannot hear you. This is useful when you need to consult with a colleague or avoid background noise.

Advanced Features

Auto-attendant: Also called a virtual receptionist, auto-attendant is a feature that answers incoming calls and provides options to route the call to the right department or individual.
Call queuing: This places incoming calls into a queue when all of the lines are busy. It usually plays hold or a prerecorded message until the call can be answered. This ensures that calls aren’t missed.
Call forwarding: Call forwarding automatically forwards incoming calls to another phone number, such as a mobile phone or another extension, when you’re unavailable.
Call routing: Call routing lets you determine how incoming calls are assigned. For example, if you opt for a round robin routing style, calls are distributed evenly across the team.
Unified communications: Unified communications features provide multiple channels for your organization to communicate beyond just voice calling. Depending on your provider, this may include team chat, video calling, business texting, and more.
Voicemail transcription: This feature transcribes voicemail into text so you can review voice messages more quickly.
Call recording: Call recording records phone calls for later playback. It’s often used for training, compliance, or record-keeping.
Third-party integration: Many cloud multi-line phone system providers offer integration with third-party apps, such as CRM software and other business tools.
Call analytics and reporting: Call analytics and reporting provides detailed reports and analytics on call volume, duration, peak times, call handling times, and more. You can use this information to analyze communication patterns, optimize staffing, and improve customer service.
Hot desking: This feature allows employees to log into any phone on the network and have access to their extension, voicemails, and settings.

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The Benefits of a Multi-Line Business Phone System

Multi-line phone systems offer tons of benefits for businesses that need to handle multiple calls at a time. Here are some of the top benefits of a multi-line business phone system:

Efficient call routing: With a multi-line phone system, calls are efficiently distributed. Callers get to the right person or department faster without being bounced around.
Professional image: Many multi-line phone systems come with an auto-attendant that greets callers professionally and routes them accordingly. This, along with many other features, helps create a polished image that builds credibility with customers.
Scalability: Cloud-based multi-line business phone systems are incredibly scalable. You can add or remove lines as your business grows and changes.
Flexible configurations: Multi-line systems can be configured to meet your organization’s specific needs, whether you need just a few lines or a comprehensive setup.
Time-saving features: Features like speed dial, call forwarding, and voicemail help employees manage their time more effectively, reducing time spent on routine tasks.
Collaboration: Multi-line phone systems help your team better collaborate, whether you’re conference calling or collaborating via team chat features.
Better customer service: Many of the features of a multi-line system help you provide better customer service. Better management of incoming calls reduces wait times for customers. Calls can be placed in a queue to ensure that calls are all answered.
Remote access: With the popularity of working from home, remote access is essential for most organizations today. Cloud-based systems allow employees to access the phone system from anywhere so they can collaborate and communicate from different locations.
Disaster recovery: Many multi-line systems, especially cloud-based ones, offer disaster recovery options so that your business remains connected even during network failures or other disruptions.
Secure communications: Modern multi-line systems often come with advanced security features like end-to-end encryption to keep your communication data private.
Compliance features: For businesses in regulated industries, multi-line systems can offer features like call recording and logging that help meet compliance requirements.

Summary of Multi-Line Phone Systems

A multi-line phone system is more than just a way to communicate. It helps you manage your calls, improve customer service, grow your business, and boost productivity. Whether your business is just starting off or thriving, there’s a multi-line phone system for you. But how do you find the right multi-line business phone system? There are many to choose from on the market today, but they’re not all created equal.

That’s where OneStop Communications comes in. We’re here to help you compare providers and plans so you can find the right system to meet your unique needs. We work with the nation’s top providers and can handle all your business communication needs–from phone systems to business internet. Call us today to get started.

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