When businesses move to a new phone system, the focus is usually on the big decisions: choosing a provider, picking handsets, porting numbers, and getting calls flowing again.

Once the phones ring and calls can be made, the job is often considered done.

In reality, that’s when the most important part should begin — because many of the things that actually make a phone system work properly day to day are forgotten, rushed, or never set up at all.

Call Routing Is Rarely Thought Through

Most phone systems are installed with a basic setup:

• Calls ring on one or two phones
• If unanswered, they go to voicemail

What’s often missing is a proper conversation about:

• What happens at lunchtime?
• What happens when someone is off sick?
• What happens when the office is busy?
• What happens when nobody is available?

Without sensible call routing, customers are left ringing out, bouncing between phones, or abandoning calls altogether — not because staff are unavailable, but because the system doesn’t reflect how the business actually operates.

Voicemail Is Set — But Never Checked

Voicemail is usually switched on during installation and then forgotten.

Common issues include:

• Generic or outdated greetings
• Mailboxes nobody checks regularly
• Messages going to an unmonitored email address
• Full mailboxes that stop recording altogether

Voicemail should act as a safety net, not a black hole. If it isn’t checked and managed properly, it does more harm than good.

Opening Hours Are Often Wrong

Phone systems can automatically handle opening and closing times, but many businesses never update them properly.

As a result:

• Calls go to voicemail when the office is open
• Calls ring endlessly when the office is closed
• Bank holidays aren’t accounted for
• Temporary changes aren’t reflected

A phone system should mirror reality. If it doesn’t, callers lose confidence very quickly.

Call Queues Are Either Overused or Ignored

Some businesses avoid call queues altogether, worried they’ll annoy customers. Others use them badly, leaving callers listening to silence or repetitive messages.

A well-set-up queue should:

• Reassure callers they’re in the right place
• Give realistic expectations
• Offer alternatives such as voicemail or callbacks

When done properly, queues reduce frustration rather than create it.

Failover Is Often Missing Entirely

One of the biggest oversights is what happens when the internet goes down.

Many phone systems are cloud-based, yet:

• Calls aren’t diverted to mobiles
• Staff don’t know how to make or receive calls during an outage
• Nobody knows who to contact for help

A simple failover setup can keep a business reachable even during broadband problems — but only if it’s planned in advance.

Permissions and Security Are Left Wide Open

Phone systems are often left with:

• Default passwords
• No call restrictions
• International dialling enabled unnecessarily
• No limits on who can change settings

This isn’t just untidy — it’s risky. Misuse and fraud are far easier when systems aren’t locked down properly.

Nobody Owns the System

Perhaps the biggest issue of all is that nobody is clearly responsible.

When something changes:

• No one updates the system
• No one knows how it’s configured
• No one knows who to call for support

A phone system isn’t “set and forget”. It needs light but regular attention to stay aligned with how a business works.

Final Thought

Office phone systems are powerful tools — but only when they’re set up thoughtfully and kept under review.

Most problems aren’t caused by the technology itself. They come from the small, everyday details that were overlooked at the start.

If you’re not entirely sure your phone system is doing what it should — or you suspect parts of it were never set up properly — it’s worth a proper look.

If you’d like an honest review, speak to me, Rod Walker, on 01482 291292 or email rod@ktgl.co.uk. I’ll tell you plainly what’s missing, what matters, and what can be left alone.

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