VoIP Connectivity for Small Businesses: Getting Started

What Is VoIP and Why Does It Matter for Small Businesses?

VoIP stands for Voice over Internet Protocol. In simple terms, it is phone calling delivered over your internet connection instead of a copper telephone line. Your voice is converted into data, sent over the internet, and converted back at the other end — all in real time and, on a decent connection, with better audio quality than a standard phone call.

For small businesses, VoIP matters for two reasons. First, it is typically cheaper than traditional business telephony, with line rental and call costs both lower than PSTN alternatives. Second, and more urgently, the UK's traditional copper phone network is being switched off at the end of 2027. Any business still relying on PSTN or ISDN lines will need to migrate before that deadline regardless. Getting ahead of this now, rather than scrambling in 2027, makes sense.

What Do You Need to Run VoIP?

A Reliable Internet Connection

VoIP calls require a working internet connection with sufficient bandwidth and low latency. Each concurrent call needs approximately 100Kbps of bandwidth. For a five-person office making three calls simultaneously, that is 300Kbps — well within the capacity of any business broadband. Latency matters more than raw speed: calls become noticeably delayed or choppy when latency exceeds 150ms. A standard business FTTC or FTTP connection is more than adequate for most small offices.

A VoIP Provider or Hosted PBX Platform

You need a cloud-based phone system to manage your calls. Options range from simple softphone apps (which turn your computer or mobile into a phone) to full hosted PBX platforms with call queuing, auto-attendant, call recording, and extension management. Popular platforms in the UK include RingCentral, 3CX, Gamma Horizon, and 8x8.

Pricing typically runs from £8 to £20 per user per month for a hosted PBX with all standard features included. This usually compares favourably to the per-line costs of ISDN or traditional hosted PABX systems.

VoIP-Compatible Handsets (Optional)

You do not necessarily need physical desk phones. Many small businesses run VoIP entirely via desktop or mobile apps — staff make and receive calls through the Teams or hosted PBX app on their laptop or mobile. If you do want physical handsets, VoIP desk phones from Yealink, Cisco, and Poly (formerly Polycom) are widely used and compatible with all major hosted PBX platforms.

VoIP and Microsoft Teams

For small businesses already using Microsoft 365, Microsoft Teams Calling is worth particular consideration. With the right licence add-on (Teams Phone), Teams becomes a complete phone system — you can make and receive external calls through the Teams app on any device, using your existing business phone numbers.

Teams Calling requires either a Microsoft Calling Plan (calls billed through Microsoft) or a Direct Routing setup (calls routed through a third-party SIP trunk provider, typically cheaper for high call volumes). For a small business with modest call volumes, the Microsoft Calling Plan starting from around £8 per user per month is straightforward. For heavier users, Direct Routing typically reduces per-minute call costs.

Common VoIP Concerns for Small Businesses

Call Quality

VoIP call quality is excellent on a stable broadband connection. The most common quality issues arise from network congestion — too many devices competing for bandwidth simultaneously. This is easily addressed by configuring QoS (Quality of Service) settings on your router to prioritise voice traffic. AMVIA includes this as standard when setting up VoIP for clients.

Number Portability

You can keep your existing business phone numbers when you switch to VoIP. Number porting typically takes 5–15 working days. During the porting process, calls to your existing number are forwarded to a temporary number, ensuring no calls are missed.

What Happens During a Broadband Outage?

VoIP calls require a working internet connection. For businesses where uninterrupted call availability is critical, the solution is call forwarding to mobile during an outage — most hosted PBX platforms support this automatically. For mission-critical telephony, a 4G/5G failover on your broadband router provides seamless continuity without manual intervention.

Getting Started: A Simple Checklist

• Confirm your broadband speed and latency are adequate (check with a speed test at peak hours)
• Choose a hosted PBX platform or consider Teams Calling if you use Microsoft 365
• Decide whether you want physical handsets or software-only
• Port your existing numbers to the new platform
• Configure QoS on your router to prioritise voice traffic
• Brief your team on how to use the new system

The whole process typically takes two to four weeks from decision to live system for a small business. AMVIA can handle the VoIP setup alongside your broadband connectivity, ensuring the two are configured correctly together from day one.