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VoIP installation checklist

Thousands of businesses are switching from traditional business phone lines to VoIP to cut costs and improve workflows.

While IT professionals or third-party providers typically carry out VoIP installations, business managers need to understand what the process involves.

Installing a VoIP phone system

This VoIP phone system installation checklist covers the typical VoIP installation process, from initial assessment to system maintenance and monitoring, including:

1. 1. Assess business needs
   2. Prepare your network for VoIP
   3. Choose your VoIP hardware and provider
   4. Install and configure your VoIP system
   5. Transfer business phone numbers to VoIP
   6. Secure your VoIP phone system
   7. Train your team on the new system
   8. Monitor and maintain performance

Step 1: Assess business needs

Before installing a business VoIP phone system, it’s essential to understand why your business needs it in the first place. Key reasons why businesses transition their legacy systems into VoIP, or get a new one in the first place include:

Does my business need a VoIP phone system?

This depends on whether you are coming from having a traditional business phone line that uses legacy tech (i.e. PSTN or ISDN PBX) or your business doesn’t have an existing landline whatsoever:

Switching from a traditional to a VoIP phone system

• Cost cutting: If your existing business phone line uses a legacy phone system, how much is it costing you? While a new phone system incurs a capital expense, recurring monthly costs are significantly lower and give you additional capabilities.
• Preparing for the PSTN Switch Off: Non-VoIP phone systems are due to be phased out by 2027. If you don’t want to spend on a new VoIP phone system, it’s possible to adapt your existing system into VoIP by using SIP Trunking.

Businesses without a phone system

• Credibility: If you’re a growing business (e.g. restaurant, service provider, etc), having a ’02’ landline number that customers can trust gives you credibility and the ability to support UK-based customers.
• Human support: AI, bots, and other automated phone systems are often not enough to provide adequate support to a large customer base. Having a VoIP phone system where your team can answer queries can be a strong customer retention strategy.

Key considerations for a new VoIP phone system

If you decide your business needs to transition into a VoIP phone systems, consider the following before engaging with any business VoIP providers:

Number of users

How many employees need VoIP access? This affects provider choice, licensing costs, and infrastructure.

Call volume

High call volumes necessitate increased bandwidth and a robust system to ensure call quality and reliability.

Remote working

Will staff need to make and receive calls from home or on the move? Look for remote VoIP solutions.

VoIP integrations

Check compatibility with tools like CRM platforms, Microsoft Teams, and helpdesk systems.

Scalability

VoIP systems must be scalable to ensure future growth is not hampered, considering where your business is heading. Assess:

• Business growth: Will you add users, departments, or locations over the next 1 to 2 years?
• Feature expansion: Even if you start with voice-only, plan for the potential use of video calls, analytics, or AI-based tools.
• Flexible plans: Consider providers with modular pricing that lets you add users or features as needed.
• Modular hardware: Use phones and accessories that support plug-and-play upgrades.
• Cloud-based platforms: Cloud VoIP solutions simplify scaling across remote or hybrid teams.

Step 2: Prepare your network for VoIP

A successful VoIP installation relies heavily on having an adequate network foundation. You can’t achieve reliable, high quality VoIP calls without the appropriate network to support it.

This includes the appropriate broadband connections, LAN setup, VoIP-specific hardware and WAN technologies for integrating your VoIP provider. Here is what you need to look at:

Prepare your broadband connection

Your broadband connection is the foundation of your VoIP system. Without sufficient bandwidth and reliability, call quality will suffer.

• Dedicated leased lines: The gold standard for VoIP. Leased line broadband offers uncontended bandwidth, making it ideal for medium to large businesses or smaller firms that can afford the premium leased line prices.
• Business-grade broadband: Full fibre business broadband offers solid performance for small businesses. SoGEA can provide a reliable business broadband redundancy option.
• Symmetrical broadband: VoIP calls rely on both data uploads and downloads. For this reason, symmetrical broadband is preferable to maintain consistent call quality.

💡 Use our business broadband comparison service to find the best deal on a broadband connection that supports your VoIP setup.

Prepare your LAN

Your Local Area Network (LAN) should not be a bottleneck for your VoIP traffic. It must handle voice data efficiently and prioritise it without compromising network security.

• Routers: Use business-grade broadband routers with sufficient bandwidth, load balancing, and VPN support.
• QoS settings: Give VoIP data Quality of Service (QoS) guarantees to ensure reliability during high traffic. This can be implemented locally at the router or or in the cloud if using SD-WAN for multiple sites.
• Firewalls: Look for VoIP-friendly features like Deep Packet Inspection (DPI), DDoS protection, port forwarding, NAT traversal, and Session Border Controller (SBC) functionality.
• Network Switches: Managed switches with VLAN and QoS support help isolate VoIP traffic and prioritise it across the network.
• Mesh networks: Ensure strong and consistent Wi-Fi coverage, especially if using cordless or remote VoIP devices.
• Guest WiFi: Isolate guest access from your VoIP network to reduce congestion and limit security risks.

Prepare your WAN

While small business VoIP setups don’t need to worry about their wide area network (WAN), medium and large organisations should ensure their WAN is properly integrated with their VoIP provider’s data centre to maintain call quality, reliability and service availability.

Here are the key networking technologies to consider:

• Business Ethernet: Provides dedicated, high-performance connectivity between business sites and VoIP data centres using the provider’s core fibre network.
• MPLS (Multiprotocol Label Switching): Offers low-latency, prioritised connectivity, making it ideal for large enterprises that require high voice quality between multiple sites. However, it can be expensive and less suited to remote or mobile workers.
• SD-WAN business solution: A more flexible and less costly alternative to MPLS and Ethernet. SD-WAN dynamically routes VoIP traffic across any available connection (e.g., standard broadband, Starlink, 5G) to optimise performance and ensure uptime It’s well-suited to hybrid workforces and multi-site businesses.
• VPNs: A VPN over Ethernet provides a secure, low-cost method for connecting branch offices or remote workers to the VoIP network while keeping voice traffic segregated and encrypted.

Step 3: Choose your VoIP hardware and provider

You’ve determined that a business VoIP phone system is beneficial, and you’ve begun preparing your business network.

Now it’s time to choose a provider that best suits your needs and the necessary hardware to support the phone system:

Choose a VoIP provider

Pick the business VoIP phone provider for you. Book a free call with our experts to help compare options based on:

• Reliability and uptime: Look for a proven track record of minimal downtime and consistent VoIP call quality.
• Compliance packages: Ask your VoIP provider if they offer Data Protection Act compliant call recording, secure data centres, and region-specific data hosting.
• Pricing: Understand the full cost, including call rates, licenses, and any hidden fees. Review our guide to business VoIP costs.
• Support and SLAs: Responsive customer support and clear Service Level Agreements are essential for business continuity.

Select VoIP hardware

The right hardware ensures you get the most out of your VoIP solution. This includes:

• VoIP phones: Choose from desk phones, conference units, cordless handsets, or mobile VoIP phones. High-end models offer HD voice, touchscreens, and built-in conferencing.
• Softphones and mobile apps: Staff can use VoIP software on laptops, tablets, or mobiles, reducing reliance on physical phones. This is ideal for hybrid or remote teams.
• Headsets and accessories: Wired or wireless headsets with noise cancellation are essential in call centres or open-plan offices to boost clarity and productivity.
• Analogue Telephone Adaptors (ATAs): Allow legacy phones to work with VoIP but limit functionality. Modern VoIP hardware is usually a better long-term investment.

Step 4: Install and configure your VoIP system

With your network prepared and VoIP contracts signed, your in-house IT teams or externally managed IT services can now install, configure, and test your VoIP system.

For small to mid-sized businesses, the technical installation (including setting up phones, configuring features, and integrating with business systems) typically takes 1 to 3 days, depending on network readiness, user count, and system complexity.

Set up and connect VoIP phones to the internet

Connect each VoIP phone to the nearest network switch. Most modern phones support Power-over-Ethernet (PoE), which allows a single Ethernet cable to provide both power and internet connectivity, reducing cable clutter and simplifying installation.

The switch connects to your router, modem, and firewall, giving the phones access to the internet, enabling IP-based calls and phone configuration.

Configure the VoIP system

Your phone system may be pre-configured or require a fully manual setup depending on your deployment:

Auto-provisioning vs manual configuration

Most modern VoIP desk phones and softphones support auto-provisioning, meaning they are pre-configured by your VoIP provider. These phones are plug-and-play and require minimal setup on your end.

However, manual configuration may be necessary in certain scenarios. This includes self-hosted VoIP systems, custom or hybrid deployments, and environments with complex compliance or security requirements.

Manual configuration typically involves:

• Entering SIP credentials
• Assigning extensions
• Adjusting local network settings
• Setting up VLANs for call traffic segmentation

Configuration through a web interface

VoIP systems are typically configured via web-based interfaces, which are intuitive and user-friendly. Configuration may be done:

• On-site: For security or compliance reasons
• Remotely: For cloud-hosted or provider-managed systems

For auto-provisioned setups, a quick verification of settings is usually sufficient. For manual installations, detailed configuration is required, including applying strict security settings to protect against cybersecurity threats such as SIP attacks, toll fraud, or unauthorised access.

Configure VoIP features and integrations

During installation, your provider or IT team will work closely with department leads to configure key features and ensure seamless integration with existing tools.

See our articles on VoIP features and business VoIP integration for more details. Here is a summary list of each:

VoIP features:

• Call handling and forwarding
• Auto attendant (IVR) and call menus
• Voicemail to email or messaging
• Caller ID and privacy settings
• Call recording and monitoring
• Ring groups and call queues

VoIP integrations:

• CRMs: Salesforce, HubSpot, Zoho
• Collaboration tools: Microsoft Teams, Slack
• Helpdesk systems: Zendesk, Freshdesk, ServiceNow
• Email and calendars: Outlook, Google Workspace
• Marketing tools: Mailchimp, ActiveCampaign
• VoIP analytic dashboards: Real-time call data and reports
• ERP and back-office systems: SAP, NetSuite

💡 These configurations are best addressed during setup, so it’s important to define requirements early and involve the right teams.

Step 5: Transfer business phone numbers to VoIP

If this is not your business’ first phone system, then you will likely want to port your existing numbers to your new system.

In the rare case that you don’t need to retain existing numbers, your VoIP provider can assign new local, national, or non-geographic numbers to suit your business.

How to port your business numbers to VoIP

Here’s how the number porting process typically works:

1. Filling in Letter of Authorisation (LOA): Your VoIP provider will ask you to complete an LOA form, authorising them to manage the number transfer on your behalf.
2. Provide details: Supply accurate account details, including the registered business name, billing address, and list of numbers to be ported, exactly as they appear on your current provider’s records.
3. Porting process: Transfers typically take 3–10 working days, depending on the provider’s cooperation and account complexity. Some providers offer temporary numbers to prevent downtime during the transition.
4. Test and confirm: Once porting is complete, test each number to confirm proper routing through your new VoIP system. Notify internal teams when the switchover takes place.

Common issues with number porting

While number porting is generally smooth, some issues can arise. These may include:

Step 6: Secure your VoIP phone system

VoIP systems handle sensitive business and customer data, so VoIP security is critical. Most protections are implemented by your provider and IT team during phone setup, but it’s important to understand the key measures involved.

Essential VoIP security measures

In addition to the firewall, encryption, VPNs, and network segmentation put in place during network preparation, the following safeguards should be considered:

• Use strong, unique passwords: Default passwords should be changed immediately. Enforce strong password policies for admin panels, user portals, and devices.
• Enable Multi-Factor Authentication (MFA): Where possible, enable MFA on VoIP dashboards, portals, and admin systems to protect against unauthorised access.
• Network monitoring: To protect against VoIP fraud and hacking, monitor for unusual activity such as high call volumes, international calls from unknown users, or unauthorised logins.
• Phishing awareness: Train staff regularly to recognise and report phishing attempts that could compromise VoIP credentials or access.

Ensuring compliance

If your business operates in a regulated sector or handles personal data, ensure your VoIP setup aligns with all applicable legal and industry requirements.

• Review your data retention settings: Configure how long call recordings and voicemails are stored and ensure they can be deleted or exported on request.
• Request compliance documentation: Get certificates or statements of compliance for data protection, PCI DSS, or ISO 27001 if relevant to your industry or for insurance purposes.
• Include VoIP in your audits: Make sure your IT team includes VoIP in ongoing cybersecurity compliance reviews.
• Follow industry-specific rules: Ensure you meet any extra finance, healthcare, legal or card payment obligations.

Step 7: Train your team on the new system

Many businesses invest in a powerful VoIP setup but only use a fraction of its features due to limited training. To get real value from your system, training must be structured, role-specific, and ongoing (it’s not just a one-off session!).

VoIP training content

• Call handling: Train staff on transferring calls, hold, call parking, queues, hunt groups, voicemail setup, and call forwarding. These features are essential for most day-to-day operations, especially in customer-facing roles.
• VoIP Apps (desktop & mobile): Show users how to install, log in, and use the softphone and desktop apps, covering calls, voicemail, and settings. Provide clear walkthroughs; don’t assume it’s intuitive.
• Security and account management: Cover phishing awareness, enabling MFA, password hygiene, and how to manage credentials, especially for remote access.

VoIP training materials

VoIP training materials include both passive and interactive components:

• Short video guides on core features
• Role-based quick-start sheets for reception, sales, support
• App setup instructions with screenshots
• Drop-in Q&A sessions post-launch
• Internal champions as peer support
• Feedback loop to update materials over time

The importance of employee training

Effective training helps your team:

• Use key features confidently from day one.
• Reduce support tickets by solving basic issues themselves.
• Understand tools like voicemail-to-email, softphone apps, or call forwarding.
• Maximise integrations with CRMs, calendars, and helpdesk tools.
• Stay secure by recognising phishing attempts and using strong passwords.

Common VoIP training pitfalls to avoid

Avoid these missteps to ensure your training programme is effective:

• Skipping VoIP onboarding for new hires.
• Training only IT staff or admins, leaving actual users underprepared.
• Delivering generic training that does not match team roles.

Step 8: Monitor and maintain performance

VoIP is not a set-and-forget solution. Like any component of your business network, it requires regular monitoring and proactive maintenance to ensure optimal performance, security, and value over time.

While VoIP systems typically require less upkeep than traditional phone systems, neglecting routine checks can lead to:

• Declining call quality due to unnoticed network issues
• Security vulnerabilities from outdated firmware or weak configurations
• User confusion is caused by misconfigured or unused features.

To keep your system running smoothly, follow this suggested maintenance schedule:

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