If you have used a multi-line business phone before, you already know how it can simplify communications. However, if you're new to these phone systems, you might be surprised at just how effective they can be, especially for businesses managing a high volume of calls or several office extensions. Either way, it pays to take a moment to brush up on the basics, explore some of the more surprising features and answer the question what is a multi phone line system?

What is a multi phone line system?

Simply put, a multi phone line system lets you take more than one call at a time, each on a different line. If more than one call comes in, the call will automatically be routed to a separate line rather than get redirected to voice mail. The advantage of this system should be obvious for any business that regularly takes a high volume of calls, though many of them offer a range of other features such as automated messages and call holds.

How do multi phone line systems work?

While all multi-line business phones offer similar features, not all of them work the same way. Be sure to learn the difference before you invest in your own system.

On-premises

On-Premises multi-line phones are the traditional option, requiring some telecom hardware to be installed in your office, as well as some technical experience to manage effectively. There are a few different types of on-premises phone systems, including Private Branch Exchange, which uses separate local lines to route calls.

Cloud-based

Cloud-based phone systems are a more recent innovation that incorporates all the functionality of on-premises systems but with reduced on-site hardware and limitless scalability. It works by converting calls into data, which is processed at a local data center. There are no physical landlines with cloud-based systems.

Advantages of a multi-line business phone

Aside from routing incoming calls to different lines, there are a few advantages multi-line business phones offer that can make both your and the caller's experience simpler and more efficient.

Automated systems

Also called auto-attendant, automated systems help direct callers to the right person using voice or keypad inputs. These systems are highly customizable and scalable, letting you fit them to the size of your business while also presenting a polished image to those on the line.

Call holds and parking

Call holds and parking makes it easy to pause calls and pick them up later, which can be especially useful in an office setting when multi-tasking is your bread and butter. Holds simply pause the call, while parking adds the benefit of allowing another line to pick it up, resulting in a phone transfer.

Call analytics

One advanced feature of multi-line business phones is call analytics. By tracking call volume, times, and a wide range of other factors, you can track trends across employees and customers. Questions like how calls were routed, who answered, hold durations and more can be analyzed easily.

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