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What Are Multiline Phone Systems?
Learn how to improve communications and optimize your entire business with a phone system that’s capable of handling multiple calls simultaneously.
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As businesses expand, they typically require a phone system capable of handling more than one call at a time. When you have multiple employees, you want them to be able to make or receive calls as needed, regardless of whether someone else is on a call. More importantly, customers should never encounter a busy signal when contacting your business. This is why most growing companies eventually invest in a multiline phone system.
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What is a multiline phone system?
A multiline phone system is any telecommunications solution that allows the simultaneous use of two or more phone lines. You might already be using one without realizing it. Most smartphones support multiple lines for features like call holding, switching between callers and conference calling with up to five participants.
But what happens when you need more lines to support a growing business or larger workforce? That’s when the situation becomes more complicated. But it may also prompt you to help your business become more efficient, especially when you need to deliver fast, friendly customer service.
With an appropriate multiline phone system, you can establish a secure, cost-effective communications network that scales with your business needs.
How does a multiline phone system work?
A multiline phone system creates a communications network with dedicated or shared lines for your team members. You can configure each line with direct numbers, enabling customers and vendors to reach specific employees directly when needed.
The handsets you use for your phone system also make a difference. Some handsets can support multiple lines on their own or have multiple lines installed for each phone.
Another route is a private branch exchange (PBX) line. With a PBX multiline phone system, calls are routed through the main line so the office can screen and redirect calls as they come in. A PBX system can be automated, in which it offers specific prompts and extensions to guide callers to the right representatives. Alternatively, to provide more personal service, you can employ a receptionist to direct clients to the person they’re trying to contact.
>> Learn more: What Is Interactive Voice Response (IVR)?
How do traditional and cloud-based multiline phone systems differ?
Traditional and cloud-based multiline phone systems rely on different technologies, and each has advantages and disadvantages.
Traditional multiline phone systems
Traditional telephone systems operate through physical copper-wire landline connections. Installation requires a technician from your local telephone company to visit your premises and configure your multiline system. However, maintaining multiple dedicated landlines can become expensive, as each line has a monthly rental fee.[Related article: Choosing a Business Phone System]
Landline-based traditional multiline phone systems have some limitations. Although they’re excellent for audio-only interactions, they’re not always suitable for more advanced forms of communication. They struggle with video conferencing and text communications, especially compared with more modern Voice over Internet Protocol (VoIP) systems.
In addition, landline-based networks might become overloaded if you have a limited number of lines, thereby preventing your customers from connecting with your business. You can use services to put callers on hold while representatives go through the queue, but options like these come at an added cost.
Cloud-based phone systems
A cloud-based PBX like VoIP uses the internet to establish a telephone connection rather than relying on traditional landlines. One significant advantage of VoIP systems for growing businesses is cost reduction. Because cloud-based systems allow calls from computers, tablets and smartphones, you eliminate the need for expensive telephone hardware. That keeps your operating expenses down.
A key benefit of cloud-based systems is instant scalability. System administrators can create new numbers and user accounts within minutes through a web portal, eliminating the wait times associated with traditional phone line installations. And because calls can be taken from a computer or even a mobile device, a cloud-based system enables your team to send multiple types of files and messages, even while on the go.
One reason some businesses still prefer traditional landlines is that any cloud-based phone system relies on a high-speed broadband internet connection. That can become a problem in remote areas or regions with spotty or outdated internet services. Even with strong internet service, you may face bandwidth issues that lead to problems with audio fidelity or dropped calls.
Types of multiline phone systems
Determining your phone line requirements is straightforward: Calculate the number of employees needing dedicated lines, add shared lines for common areas or conference rooms, and include lines for business faxing or automated reception services if needed.
Once you know what you need, these are your options:
Two-line phones
Two-line phone systems are common among entrepreneurs who are in the early days of their first business. Many people who work from home now also use two-line phone systems so they have a business number that is separate from their personal number. This allows them to prioritize calls and add a more professional touch for customers and clients.
Two-line phone systems are typically used by contract or gig workers, small offices and businesses, and one-person operations that regularly receive a moderate volume of calls.
>> Learn more: What Is a Virtual Phone Number?
Four-line phones
A four-line phone system might be the right choice for an established small or midsize business with a dedicated team that works in an office and answers customer calls regularly. For example, if your company has a sales team, along with an accounts payable team or other support personnel, a four-line phone system would be a good option because it provides dedicated lines for employees who need them and shared lines or a fax line for the rest of the team.
Four-line phone systems work well for businesses handling 50 to 200 calls daily, including small contact centers and reception desks that need to manage multiple simultaneous conversations while routing calls efficiently.
Six-line phones and beyond
Larger businesses should consider a six-line phone system (and beyond). For example, a creative services production agency may need a dedicated phone line for a fax machine, a phone line for the project manager, and a line for each team member to provide quick responses to various requests. As your business grows, so do your large-scale multiline phone system options. VoIP offers the most scalability.
What features should you look for in a multiline phone system?
You’ll find these features in most multiline system offers from telephone providers:
Caller ID
Caller ID displays incoming caller information on your device screen, enabling call screening. This is particularly handy for filtering out spam calls.
Volume control
Volume control allows you to find a comfortable volume while you’re on the phone.
Voicemail
Voicemail systems take messages from customers when no one has picked up the phone and often include voicemail-to-email transcription, ensuring important messages reach you through multiple channels.
“Message waiting” indicator
It’s easy to forget to check your messages. That’s where a “message waiting” indicator can help. Whether it’s a light on a handset or an icon on a screen, an indicator can ensure your team takes quick action on missed calls.
Headset compatibility
Headset support has become essential for business communications. Most current systems offer both USB and Bluetooth connectivity for wireless headsets, enabling hands-free operation that can improve productivity. Whether handling customer service calls or participating in lengthy conference calls, headset compatibility allows your team to take notes, access computer systems and maintain proper ergonomics during extended phone use.
Do not disturb
Interruptions can be highly inconvenient during an important conference call with a key client. However, a do-not-disturb feature can help you avoid unnecessary disruptions during a sales pitch.
Auto-attendant
Organizations receiving over 100 daily calls benefit from an auto-attendant feature, which intelligently routes calls without human intervention. Advanced systems offer multilevel auto-attendants with nested menus — for instance, callers selecting “billing” might then choose between “payment questions,” “invoice disputes” or “account updates,” ensuring they reach the right specialist quickly.
Conferencing
A phone system with a conferencing feature allows you to talk to multiple people simultaneously. This capability is great for business meetings with employees in various locations.
Inclusive installation charges
Some multiline phone systems include installation in the price to make sure everything’s connected properly.
Customer support
24/7 technical support ensures business continuity when issues arise. Leading providers offer multiple support channels including phone, chat and email.
>> Learn more: Types of Phone Systems for Small Businesses
What are the benefits of multiline phone systems?
Modern multiline phone systems deliver the following benefits to existing and growing businesses:
Cost-effectiveness
VoIP phone services are among the most affordable options for multiline phone systems. Because traditional phone services depend on landlines, you need dedicated hardware for every line in your multiline phone system. VoIP phone systems, by contrast, do not depend on separate hardware, so that cost is removed.
Flexibility
Multiline phone systems are flexible. You can choose the number of lines you need and select from multiple solutions to help your team quickly answer incoming calls. There are also options to help your team receive other types of data over the phone, such as emails, text messages and images.
Scalability
Multiline phone systems are designed for growth. If you use a traditional phone service, a representative must come to your office and manually install the new lines. With a VoIP service, you can update the number of lines and activate service from your computer or mobile device.
Call management
Advanced analytics provide insights into call patterns, duration, volume trends and employee performance. Real-time dashboards show current call queue status, agent availability and service level metrics. This information allows you to track peak call hours, how long an average support call lasts and who dialed into a meeting.
If you run an outbound telesales team, a multiline phone system might offer an auto-dialer as a built-in or plug-in option. These systems predict when a rep is about to end a call and then dial a new number to reduce downtime and increase productivity.
Security
Multiline phone systems may offer security features that block spam calls, as well as privacy features to prevent your phone number from getting out. VoIP phone systems can encrypt your phone calls for added security.
How do you set up a multiline phone system?
Setting up a multiline phone system for your business is fairly straightforward. If you opt for a traditional landline service, you need to contact your local phone company to install the lines for you. Traditional systems have the added costs of an onsite PBX and any necessary technicians.
>> Learn more: When Should You Upgrade Your Business Phone System?
With VoIP, you can set up a multiline phone system in under 24 hours following these steps:
- Choose your provider and phone plan. All of the major business phone service providers offer reliable service with a variety of features for competitive rates, so pick the provider that appeals to you. (See our picks below.)
- Assign phone extensions. Each employee will have their own line, and you can assign specific extensions or full numbers to each team member. This should take only a few minutes.
- Start making and answering calls. Use your new multiline phone system to support your customers, close deals and catch up with colleagues.
Best multiline phone options
The telecommunications industry continues its digital transformation, with many countries phasing out analog networks entirely. Within 10 years, expect to see all businesses, no matter their size, to be connected to a VoIP system.
Many of the best business phone systems that offer multiple lines have lower monthly line rental charges, cheaper calls and greater functionality than those offered by traditional telephone networks.
Below, we’ve highlighted some of the best multiline phone system services from the country’s largest providers.
8×8
8×8’s smart VoIP platform allows you to instantly add and delete lines as needed. Starting at $28 per user monthly, this unified communications suite offers high-level contact center functionality, audio and video conferencing, multilevel auto-attendants and much more. 8×8’s third-party app marketplace is also impressive, meaning you can customize your system with extra features.
Read our in-depth 8×8 review.
Dialpad
Dialpad’s setup is straightforward, and it’s easy to add new lines to your network with the user-friendly web portal. You can import your existing numbers into Dialpad and purchase top-up numbers for new staff members or specific marketing campaigns. Users benefit from features such as call transcriptions, internet faxing, customizable voicemail, self-service chatbots, social media messaging, SMS connectivity and more. Prices start at $15 per user per month and include unlimited calling to U.S. and Canadian numbers.
Read our comprehensive Dialpad review.
GoTo Connect
You can add new users, numbers and extensions quickly and easily on GoTo’s intuitive platform. Offer better and faster customer support with features like auto-attendants, call queueing, intelligent call routing, ring groups and hot desking. This blended system manages both inbound and outbound calling well, and there’s excellent connectivity with major apps, including Microsoft Teams, Salesforce and Slack. Prices start at $27 per user per month.
Read our latest GoTo Connect review.
Nextiva
Flexibility and scalability are built into Nextiva’s easy-to-use cloud-based multiline VoIP system. It’s easy to add and remove lines, and the system benefits from many productivity-increasing PBX features, like HD audio calls, call routing, auto-attendants and voicemail-to-email notifications. This omnichannel system allows reps to contact you by phone, text message, social media and more from one platform.Starting at $20 per user monthly, Nextiva includes 24/7 support.
Read our up-to-date Nextiva review.
Ooma Office
From $19.95 per user monthly, Ooma Office delivers comprehensive multiline VoIP features including virtual receptionist with customizable business hours, ring groups with simultaneous or sequential routing, mobile app with full desk phone functionality, and desktop sharing for collaboration. The system’s call blocking technology stops over one million robocalls daily, while maintaining clear HD voice quality through Ooma’s proprietary PureVoice technology.
Read our in-depth review of Ooma Office.
RingCentral
The highly scalable RingCentral features an easy-to-use web-based interface. From it, you can increase or decrease the number of lines on your system, as well as add call queues, unlimited audio conferencing, team messaging, multilevel auto-attendant, hot desking and more. Sales managers will appreciate the monitor, whisper and barge functionality. Plans start at just $20 per user per month.
Read our comprehensive review of RingCentral.
Vonage
Vonage’s cloud-based PBX multiline phone system offers an impressive array of features, including call groups, multilevel auto-attendants, HD audio quality, call monitoring, call queueing and more.Starting at $19.99 per user monthly, features include visual call flow designer, speech analytics with keyword spotting, CRM screen pops and unlimited team messaging. The network also offers high security and privacy and is compliant with HIPAA, GDPR and other legislation. Some of the higher subscriptions include unlimited calling and text messaging.
Read our latest review of Vonage.
Zoom
Zoom has become a favorite VoIP platform among small and midsize businesses. At just $12 per user monthly, the starter plan includes unlimited calling, SMS/MMS messaging, visual voicemail and seamless integration with Zoom’s video platform. Although the price is attractive, this full-featured system gives firms maximum flexibility. You get a wide selection of network features, like call management; free extension-to-extension calling; and call barge, monitor and whispering.
Read our up-to-date review of Zoom.
Eduardo Vasconcellos contributed to the reporting and writing in this article.
