This business had been on a traditional BT telephone line for years. It had become unreliable: calls dropped, the line went down at awkward moments, and getting faults fixed took too long. Missed calls were costing them work, and they were wary of any change that would push the monthly bill up. Their phone number mattered too, because customers had known it for years and it could not change.
WHAT WE DID
We started by looking at how the business actually used the phone: how many calls came in, who answered them, and what they were paying BT each month. That gave us a clear picture of what a replacement had to deliver and what it had to cost.
We then ported the existing number away from BT to our own SIP trunk, so customers kept dialling the same number with no change on their side. The port was scheduled so that the switch happened with minimal disruption to the working day.
On top of the SIP trunk we set up 3CX as the phone system. Staff can take calls on a desk phone, a laptop or a mobile app, and call routing, voicemail and call forwarding are now managed in one place. If the office is unavailable, calls can be diverted so they are still answered.
Because calls now travel over the internet rather than a single BT line, we kept the monthly cost in check by choosing channels to match real call volume, rather than paying for capacity that would sit unused.
SERVICES INVOLVED
Why this matters beyond one migration. With BT's traditional lines being phased out, moving to SIP is something most businesses will need to do. Doing it on your own terms means you keep your number, choose a setup that fits your budget, and avoid a rushed change later.
See our VoIP phone systems service, or read how we replaced an on-prem PBX with 3CX.