5 foolproof tips to set up your hosted PBX perfectly

Level: Beginner

If you want your hosted PBX to run like clockwork – without missing calls or losing your corporate identity – you need a well-structured numbering plan. Here are five key tips to keep things running smoothly.

1. ASSIGN NUMBER BLOCKS BY DEPARTMENT

Don’t assign extensions haphazardly. A clear and logical scheme will make call management more efficient and facilitate future growth.

Assign a specific number range to each department. For example:

• 1XX → Administration
• 2XX → Sales
• 3XX → Support
• 9XX → Management

This way, when you need to add new extensions, you’ll have a structure that’s easy to follow.

2. USE A DDI FOR EMPLOYEES WHO RECEIVE A HIGH VOLUME OF EXTERNAL CALLS

A DDI (Direct Dial-In) is a dedicated phone number assigned to a specific extension. It allows people outside the company to call an employee directly, bypassing an IVR menu or receptionist.

WHO BENEFITS FROM A DDI?

• Sales representatives who need to take direct calls from customers.
• Managers or account executives who need to be immediately available without filters.
• Key departments such as premium support or VIP support.

3. SET RULES BASED ON YOUR BUSINESS HOURS

Your PBX needs to know what to do when your business is open – and when it’s not. A call at 10am on a Tuesday isn’t the same as a call on a Sunday, is it?

A typical setup might look like this

• During business hours: Calls go to an IVR queue or a designated team.
• After hours: Calls are routed to on-call agents or, if unavailable, to voicemail, which automatically transcribes and emails the message. For VIP customers, calls can be routed directly to the CEO’s phone.
• Holidays: Customise your welcome message and set up special routing rules to ensure urgent calls reach the right team.

👉 BONUS TIP: Solutions such as Enreach Contact allow you to link mobile phones and computers so that when a customer or colleague dials an employee’s extension, all their devices ring simultaneously. You can connect via an app, a SIM card for mobile phones, or directly from a web browser on a PC.

4. SET RULES FOR WHEN USERS ARE BUSY OR UNAVAILABLE

Within a department, it’s incredibly useful to configure conditional call forwarding for two key scenarios:

• When a user is marked as “busy” (on another call or in a video meeting).
• When a user doesn’t answer after a certain number of seconds.

Each employee should be able to decide how to handle these calls, whether that means

• Transferring to a colleague.
• Forwarding to a specific number.
• Sending to voicemail.

By clearly defining these settings, you’ll ensure that no call goes unattended.

5. TEST AND SIMULATE SCENARIOS BEFORE ACTIVATION

Many companies set up their numbering plan and activate it without proper testing. This often leads to problems such as

• Extensions not ringing as expected.
• Infinite call loops due to incorrect redirects.
• Customers getting stuck in an IVR with no way out.

To avoid this, perform these key tests:

• Call from an external number and check the call flow.
• Simulate after-hours and holiday scenarios.
• Test what happens if a user is busy or doesn’t answer.
• Check that call forwarding to mobile or external landlines works correctly.
• Check voicemail settings and ensure messages are recorded and forwarded correctly.

FINAL THOUGHTS

A numbering plan isn’t just a technical set-up – it’s a fundamental part of internal and external communications. A well-designed system not only prevents missed calls or long hold times, it also improves team productivity and the customer experience.

Thinking about how calls flow through your organisation is just as important as designing your workflows. When every call gets to the right place at the right time, your business runs more smoothly and efficiently.

After all, a great PBX isn’t just about receiving calls – it’s about intelligently connecting teams, customers and business opportunities.

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