Questions to Ask When Assessing Your Existing Business Phone System‭

It is important that your telephone system can support three pillars within your business: your employees (remote and in office), your customer base, and your business operations. We’ve created a list of questions based on the benefits of transitioning to a Unified Communications System, to help you take a step back and look at the system you have, alongside the way you do business.

Questions to ask when assessing your existing business phone system‭:‬


Remote‭ ‬&‭ ‬Office Workers

•‭ ‬Can your present system support mobility‮—‬allowing employees to receive and make phones calls through the business telephone system on their cellular work phone when‭ ‬they are not in the office‭? ‬

•‭ Can voice messages downloaded to a voicemail box be delivered to an employee’s email‭?‬

•‭ ‬Can your phone system support conference calls with multiple parties with or without video and collaboration‭? ‬

•‭ ‬Does your phone system support instant messaging so your employees can contact coworkers and customers via an SMS or web-based text‭?‬

•‭ ‬Does your phone system offer softphones that work directly over a desktop or laptop computer versus an actual phone device that‭ ‬sits in-office‭?‬


Customer Base

•‭ ‬Can customer calls be directed to the proper department‭, ‬with call queuing‭, ‬allowing staff‭ ‬to answer calls in the order received‭?‬

•‭ ‬Despite their contact not being available via phone‭, ‬can your customers easily reach‭ ‬an alternate employee‭, ‬so their needs are serviced‭?‬

•‭ ‬Do your customers hear hold music or announcements as they are waiting for their‭ ‬call to be answered by one of your employees or departments‭? ‬

•‭ ‬Do your customers have access to an active and current phone directory so they can easily reach a department or person to help them with their request‭?‬

•‭ ‬Do you make it easy for customers to reach the proper person or department‭, ‬with either‭ ‬by automated attendant or direct dial numbers‭?‬

•‭ ‬Can your telephone system be integrated with your CRM‭ (‬Outlook‭, ‬Sales force‭, ‬etc‭.) ‬to provide greater efficiency when handling a customer request‭?‬

•‭ ‬Can International customers reach you or vice versa‭?‬

•‭ ‬Can your phone system handle the volume of outside calls it receives‭?‬

•‭ ‬Does your telephone system support call recording‭, ‬to provide an archive of a discussion‭ ‬or customer request‭, ‬for accuracy‭, ‬employee performance monitoring‭, ‬and quality control‭?‬


Business Operations

•‭ ‬Can your phone system offer real-time call analytics and reporting so you can make operational decisions for your business‭?‬

•‭ ‬Does your phone system offer integrations that work with all the technology that your employees use to track customer business and to centralize office technology and devices‭?‬

•‭ ‬Can your phone system record or log calls so you can perform quality service checks‭? ‬

•‭ ‬Does your phone system offer true resiliency when your main office location loses electrical power or a communications infrastructure failure‭?‬

•‭ ‬Does your phone system offer paging so in office employees can receive important announcements at the same time‭?‬

•‭ ‬Does your phone system offer web administration so you can easily change extensions‭, ‬accommodate employee additions or turnover‭,‬‭ ‬and change customer messaging‭, ‬announcements or hold music‭?‬

•‭ ‬Does your phone system offer security and safety enhancements‭, ‬such as 911‭ ‬alerts‭ ‬and door phone entry integration‭? ‬Is your phone system compliant with the Ray Baum Act‭?‬


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Additional Resources:

  • Read the full ARTICLE on the three pillars supported by today’s business communication systems.
  • Want to know more about making the transition from Landlines to Cloud Solutions? REGISTER for our upcoming Lunch & Learn, Telephone Systems: From Landlines to Cloud Solutions, where our industry experts talk about key differences and benefits.


We are currently booking installations for Q4. Our Account Team is available to talk about a transition plan that works for your business and your budget. Email us at or submit our Contact Us form. We look forward to working with you.


Bill Mitchell has been in the telecommunications industry since 1979, learning communications in the US Navy. In 1991, Bill co-founded Business Communications Systems, Inc., in Worcester, Massachusetts, performing in technical, estimating, and sales engineering and design roles. After 29 years in business, BCS was acquired by Connectivity Point, where Bill is serving as a telephony subject matter expert.

Email Bill today at and get your system scheduled before 2022.




Nicole Scaramuzzi Courtemanche is an Account Executive/Certified ScrumMaster on the Connectivity Point Sales Team. She has more than ten-years success managing software lifecycle projects in both agile and hybrid environments; has operationally managed interactive payment applications that integrate with varied state government licensure administrative systems; and has managed portfolios of digital projects totaling millions+ in revenue across industries.


Email Nicole today at and get your system scheduled before 2022.