Virtual Phone System Without Hardware
You get a cloud-based virtual phone system with IVR, queues, extensions, call transfer and browser-based management. It is suitable for a small office, a team working across multiple locations or a call center that wants to connect its telephony with a CRM or another business system.
Is a virtual phone system right for your business?
A virtual phone system is a practical choice if employees work from different locations, you are opening a new office or you handle a high volume of incoming calls. Telephony is managed in the cloud, while your team makes and receives calls through an app on a computer or mobile phone. Desk IP phones are supported, but they are not required.
One setup can serve multiple offices with shared extensions, queues and call transfer rules. Adding a user, changing business hours or editing the menu is done through a web panel, without a technician visit.
What do you get with the implementation?
| Component | What's included |
|---|---|
| Cloud phone system | Telephony without a local box in the office and without the capacity limitations of physical hardware. |
| IVR and voice menus | Menus by department, business hours, holidays and different scenarios for incoming calls. |
| Queues and call distribution | Routing to the right team based on department, schedule, workload or availability. |
| Extensions and call transfer | Short numbers for employees, call transfers and conference calls. |
| Voicemail and call recording | Voicemail messages sent by email and call recording when needed and in line with your internal policies. |
| Web panel | Add users, edit menus and schedules, and manage access permissions. |
| CRM integration | Display the customer record for incoming calls, save the call to the deal history and create a task for a missed call when the CRM system supports it. |
| Number porting | Data preparation and coordination of the legally required process for porting existing numbers. |
How is telephony connected to CRM, ERP and the ticketing system?
The phone system can be part of a unified service process. When an incoming call arrives, the customer record opens, the call is saved to the deal or ticket, and a missed call creates a task for a specific employee. The exact scenario depends on the CRM system, the available API and access rules.
For a call center, you can add call recording, a live dashboard, outbound campaigns and an operations system. The case study on SIP, CRM and ERP infrastructure for a call center shows an example of connecting telephony, call recording, CRM and ERP in one environment.
When data needs to move between telephony, ERP, CRM, a website or a ticketing system, we plan the connections through an API. This means the operator does not have to re-enter names, phone numbers and history across several windows. More details are available in API integrations and software connectivity.
How does the project work?
Before setup, we need a list of departments and employees, business hours, holiday schedules, existing numbers, the desired routing rules and access to the CRM or another system if there will be an integration. Well-documented scenarios reduce changes after launch.
- 01Mapping the structure
We document the departments, extensions, business hours, queues, call transfer rules and how missed calls are handled.
- 02Configuration and testing
We build the IVR menu, queues, schedules, access permissions and call transfer rules. We test busy lines, unavailable employees, out-of-hours calls and missed calls.
- 03Number porting
If you are keeping your existing numbers, we prepare the required data for number porting. The old phone system remains active until the new configuration has been tested.
- 04Training and launch
We show the team how to use the app and web panel. We launch the system in a controlled manner and adjust the settings if the actual call flow differs from the description.
- 05Support and development
After launch, we can handle changes to call flows, add users and expand integrations as an ongoing service.
How much does it cost and what determines the timeline?
The price for this service is specified in the proposal. It depends on the number of users and numbers, the number of offices, the complexity of the IVR menu and queues, number porting, integrations, recordings and the reports required.
| Scope | Price and timeline |
|---|---|
| Cloud phone system for one office | The price is specified in the proposal. The timeline depends on the number of users, numbers and call flows. |
| Multiple offices or a more complex setup | The price is specified in the proposal after the structure, queues and integrations have been clarified. |
| Support and development | The price is specified in the proposal based on the required changes and current scope. |
Voice minutes and the telecommunications operator’s plan are billed separately according to the selected plan and actual usage. IP phones, migration of old recordings, custom reports and additional CRM integrations are also assessed after reviewing the requirements. The timeline starts once the necessary data and access have been provided, while number porting also depends on the operator’s procedure.
What happens to the numbers, hardware and remote work?
You do not need to buy an on-premises phone system. Employees can use an app on a computer or phone, while IP phones can be added wherever they are more convenient. Company numbers can be ported through the legally required procedure, allowing customers to continue calling the number they know.
When working from home or from different offices, employees remain part of the same setup. Internal policies aligned with personal data protection requirements are needed for recordings, access to them and retention periods.
Frequently asked questions
Do I need IP phones?
No. Employees can make calls through an app on a computer or mobile phone. Desktop IP phones are an additional option for workstations where they are more convenient.
Can I change the IVR menu and extensions myself?
Yes, if your configuration and permissions allow it. The web panel can let you add users, change schedules and edit menus without submitting a request to a technician.
Can I keep my current company number?
Yes, number porting is carried out through the legally required procedure. We prepare the necessary data and plan the transition so that the new configuration can be tested before the old one is disconnected.
Can one phone system serve several offices?
Yes. Different locations can use shared extensions, queues and call transfer rules. This allows the team to work within one setup, regardless of where they are located.
Can the phone system be connected to a CRM?
Yes, when the CRM system has a suitable API or another technical interface. Possible options include displaying the customer on an incoming call, recording the call in the history and creating a task for a missed call.
How do we get started?
Send us the number of employees and offices, your current numbers, the departments you need and the systems your phone system should connect to. Fill out our contact form so we can clarify the structure and prepare a specific proposal.
Frequently asked questions
- Do I need IP phones?
- No. Employees can use an app on a computer or mobile phone. Desktop IP phones are an additional option.
- Can I keep my current company number?
- Yes, through the legally required number porting procedure. The old phone system can remain active until the new configuration has been tested.
- Can one virtual phone system serve multiple offices?
- Yes. Offices can use shared extensions, queues and call transfer rules.
- Can the phone system be connected to a CRM?
- Yes, if the CRM system has a suitable API or another technical interface. Possible features include opening the customer record when a call comes in, call history and creating a task for a missed call.
