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.

DISCOVER ALL THE FEATURES OF ENREACH CONTACT

La entrada 5 foolproof tips to set up your hosted PBX perfectly se publicó primero en Enreach ES.

When it comes to using a mobile phone with a switchboard, there are four trends. Two are more exclusive, only offered by a few operators, and ideal for companies that care about their image and productivity and prefer to spend some money to make sure everything works.

And the other two are cheaper, all the corporate IP telephony operators offer it, but they have few inconveniences. Let’s explain everything in more detail:

MOBILE INTEGRATED INTO THE SWITCHBOARD – NO APPS

The Ferrari of mobile switchboards is to use mobile lines that are an extension of the switchboard:

• Calls are not interrupted or sound bad in certain locations because they do not depend on an Internet connection.
• You don’t lose calls because you don’t need an internet connection, so you don’t lose calls when there is no connection or a poor connection.
• It’s not necessary for the employee to have a landline in the office in addition to the mobile, as they act as another extension of the switchboard and the mobile is used for everything.

Integrated mobile phones within the switchboard is an option that has not yet been widely adopted by all businesses for a very simple reason: very few operators have the infrastructure to integrate fixed, mobile and PBX telephony.

Only highly specialised business operators, such as Enreach, offer this advanced service.

This solution is ideal for businesses because it gives employees complete mobility without the risk of misdialing: no missed calls and no dropped calls.

However, as with any ideal solution, the cost is higher than other more basic options. How much is it worth ensuring that all calls are heard clearly? How much is it worth preventing sales reps from missing customer calls?

In order to use integrated mobiles with the PBX, it is essential that both the mobile and the switchboard are subscribed to the same operator. Operators offering this solution have made technical efforts to ensure that the mobile phone acts as an extension of the switchboard and can function as an extension of a desk phone with its switchboard.

In Spain, there are only 4 operators that offer this type of solution, and prices for mobile lines integrated with the switchboard are usually around €15. You can check with Enreach how much it would cost to implement a mobile PBX in your company.

CASE STUDY: INTEGRATED MOBILE PHONE IN THE PBX

Since COVID, hybrid working has become part of everyday life in many companies. This means that employees need to be able to carry out all their tasks from both the office and any other location: using company programmes, communicating with colleagues, meeting customers via video conference, taking calls, making calls and much more.

When a remote worker uses a mobile phone integrated with the switchboard, they can receive calls without relying on an Internet connection. This means that if their internet connection slows down or they are far from the router and experience a connection failure, they will still be available. Because not everyone has a perfect connection, and there is no perfect connection that is immune to interference.

This means that if a salesman is in the car, he can take calls from the switchboard using the car’s hands-free kit. And when calls come in to the switchboard asking for them, they can be transferred if necessary and answer them on their mobile from wherever they are.

MOBILE PHONE APP

Using applications that emulate a phone is a cheaper option and is offered by most operators, but in some cases it’s not the best alternative.

The operation is very simple: an app is installed on the smartphone and configured with the employee’s switchboard extension details. With this application, they can receive and make calls to the switchboard from their mobile phone, using the Internet connection available at the time.

It is important to note that these applications, called softphones, work over the Internet connection. This means that calls may be choppy or sound distorted if the connection is not optimal.

Dropped calls are the most frustrating aspect for businesses using applications with the switchboard. It’s important to understand that whether you’re using one phone app or another on your mobile, they won’t work without an internet connection.

If you’re just using the app to make outgoing calls to the switchboard, it’s a good option because it connects every time you open it. So even if you lose the connection, you will be able to reconnect. You can also check the quality of your internet connection before making a call. If you have a good connection, make the call; if not, you can either move to an area with better coverage before making the call, or wait.

In any case, many businesses start with an app solution only to find that it doesn’t meet their minimum expectations and have to rush to integrated mobile phones. So if you’re considering this option, choose an operator that offers both options, so that if you decide to switch, you don’t have to port numbers again, configure another switchboard, change extensions, etc.

REDIRECTION TO MOBILE PHONES

Another option, if you cannot port the mobiles to the operator with whom you have the virtual switchboard, is to divert switchboard calls to mobiles. In this way, calls can be answered from the mobile phone.

This option can be used on special occasions, for example if you have to leave the office urgently for some reason, or if you have commitments that cannot be met. However, it is not recommended as a permanent solution because:

• There is a charge for each call you take on your mobile. The switchboard has to call your mobile so that you can take the call on it, and this costs the same as a call to a national mobile.
• You cannot distinguish between calls coming from the operator and calls coming directly to your mobile. All calls you receive on your mobile are the same, so you must always answer as if it were a call from the operator.
• You cannot call the PBX number.

INTEGRATED PHONES + FULL COMMUNICATION APP

This is undoubtedly the best of all the options available, combining the benefits of integrated phones, the benefits of apps and the benefits of tools such as Teams that facilitate internal communication from any location:

• Integrated mobiles have the great advantage of working like regular mobiles, ensuring no missed calls and the best call quality.
• Apps have the advantage of working on both mobile phones and computers, making them convenient in different situations.
• Advanced apps such as Enreach Contact include internal chat functionality for communicating with colleagues, file sharing and even video conferencing.

Still not sure which option is best for you? Contact Enreach and an advisor will explain in detail the best mobile option for your situation.

La entrada The best ways to use your PBX from your mobile phone se publicó primero en Enreach ES.

While some providers include their own collaboration environment within their virtual PBX, many businesses are already used to working with Microsoft Teams.

Because Microsoft is not a telecom company and does not offer business numbering, many telecom companies have developed integrations that allow users to call any contact (internal or external) from Teams using their business phone.

TYPES OF TELEPHONY INTEGRATIONS FOR MS TEAMS

1. FULL INTEGRATION WITH TEAMS

The provider fully integrates its switchboard into Teams, so when we want to call an external contact, we can do so from the call icon in the app.

In this scenario, the UCaaS manages the voice, so call features such as transfers, recordings and announcements come from the switchboard.

This solution is the most expensive as it requires the purchase of the Microsoft’s Phone System, the PBX license and the Teams phone connector, but requires no programming skills to implement.

2. PBX EMBEDDED IN TEAMS

This alternative allows us to access the external PBX from within Teams, so to make and receive calls, we need to access the switchboard provider’s application from within Teams.

In this scenario, the UCaaS provider also manages the voice and all the advanced calling features, so we don’t need any technical knowledge to implement it neither to purchase the Phone Dystem or the Teams phone connector.

3. OPERATOR CONNECT

Finally, there are solutions known as “Operator Connect”, where the UCaaS provider only supplies the business numbering, while the PBX and functionalities are contracted directly with Microsoft.

This alternative is only viable for companies with an IT department or an expert in Microsoft resources, as it requires advanced programming skills.

To implement it, companies need to have a business numbering with a telecom provider and purchase Microsoft’s Phone System.

ENREACH VIRTUAL SWITCHBOARD FOR MS TEAMS

As a Microsoft partner, Enreach offers the three types of integration described above.

PRICING

REASONS FOR CHOOSING OUR TEAMS INTEGRATION

• Single provider offering an end-to-end solution: business numbering, virtual PBX and MS Teams connector.
• Fixed operators for businesses with national and international.
• Mobile operators with the ability to integrate mobile lines into Teams.
• All packages include advanced virtual PBX features: intelligent routing, announcements, call queues, etc.
• No other UCaaS provider offers all three telephony alternatives for Teams.
• Other virtual switchboards are available from €30 per user per month and the cheapest ones do not include telephony.

DISCOVER ALL OUR TELEPHONY INTEGRATIONS FOR MS TEAMS

La entrada 3 ways to integrate a virtual PBX with Microsoft Teams se publicó primero en Enreach ES.

Migrating to cloud-based telephony may seem like a big step, but this article will answer all your questions.

7 KEY QUESTIONS TO PREPARE FOR YOUR CLOUD MIGRATION

1. WHAT SHOULD I DO WITH MY PHYSICAL PBX?

By moving your telephony to the cloud, you’ll no longer need your physical PBX and its cabling. No need to find replacements, invest in hardware or pay for maintenance.

Your PBX will be in the cloud, hosted on a server. This means you can expand your services with minimal investment and do things you couldn’t do before, such as recording all calls, including those from mobile phones.

2. CAN I CONTINUE TO USE MY DESK PHONES?

Depending on the model of your phone, it may be compatible with the new system. If not, new phones can be bought for around €53, or you can even rent them for as little as €2 a month.

Don’t forget that you can now use any device to make calls: mobiles, computers or tablets. For the latter two, all you’ll need is headphones and an internet connection.

3. CAN I KEEP MY NUMBER?

Yes, you can keep your phone number. As your telecom provider, we can port your number to Enreach or, if you prefer, you can keep it with your current provider while using our virtual PBX.

If you choose us as your telecoms provider, we’ll handle the porting of your lines and once the process is complete, your services with your previous operator will be automatically cancelled.

4. WHAT INTERNET SPEED DO I NEED?

As your communications will now depend on your internet connection, we recommend that you opt for fibre optic for businesses.

Don’t forget that the cloud offers mobility, so if you work from home you can still use the virtual PBX with your existing network.

5. WILL I LOSE CALL QUALITY?

Contrary to what many people think, we can maintain a much higher call quality with fibre than a physical PBX with a traditional copper internet line.

Why is that? Because we have more bandwidth and can transfer data faster than a traditional phone line.

6. IS THERE A HIGHER RISK OF SERVICE OUTAGES?

As an operator we offer 99.95% service availability, so the risk of outages is very low.

If you lose your Internet connection at your business or home with a provider other than us, we have contingency plans that we implement before providing the service.

7. WHY CHOOSE ENREACH FOR YOUR VIRTUAL PBX?

Unlike other options, Enreach Contact is much more than just a virtual PBX. As well as the expected telephony features (such as call queue prioritisation, free internal calls and virtual assistant integration), it offers real-time chat, file sharing and internal and external video calling.

We also offer native mobile integration (with a SIM card), as well as a mobile app and a desktop app, so you can use any device and any type of connection (Wi-Fi, 4G, 5G, etc.).

In addition to recording calls from any device, including mobile phones with an Enreach SIM, you can integrate Enreach Contact with Microsoft, Google and your customer management tools (CRM or ERP).

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La entrada FAQs before migrating your phone system from on-premises to a cloud PBX se publicó primero en Enreach ES.

Smartphones go far beyond making calls; we use them for entertainment applications, managing our bank accounts and even for work.

According to the latest data from Statista, Spain is the second country with the highest number of people working from their mobile phones, with almost 60% of adults using these devices for work-related purposes. That’s why it’s important to consider which features in business mobile phones offer an advantage to the professionals who use them.

WHAT FEATURES ADD VALUE IN THE PROFESSIONAL ENVIRONMENT?

1. MAKE AND RECEIVE CALLS FROM THE SWITCHBOARD

Even on a mobile device, we can use all the advanced calling features we would have on a fixed line: create welcome messages and IVR menus, put a call on hold, mute the microphone, etc.

With the switchboard application, we can access all these features very intuitively. If we use a business SIM card that is integrated with the switchboard, we can also use shortcuts for functions that are not natively available on the device.

2. TRANSFERRING INTERNAL AND EXTERNAL CALLS

Another remarkable voice feature is the ability to transfer any call. It doesn’t matter if it’s a customer or a colleague calling us, we can put them through to the right person by checking their availability or transferring the call directly.

Mobile phones that aren’t really business-orientated, because they’re not connected to the company switchboard, prevent us from making these types of transfers.

3. CHATTING AND VIDEO CALLING

Even on the move, we can communicate internally and externally from a single device to make calls, video calls, chat (individually or in groups) and share photos or files.

We can also easily import the contact list from our device, search for colleagues and add clients, suppliers, etc.

BOTTOM LINE

This device ensures that even when we’re not in the office, we stay in touch with the rest of the company, don’t miss customer calls and maintain our brand image.

By staying connected to the switchboard, we can enjoy all the benefits of advanced telephony, keep a call and conversation history, exchange messages with our team and ultimately work without limitations.

Are you considering mobile telephony for your business? The direct line to our experts is always open.

La entrada 3 key features of mobile phones for business se publicó primero en Enreach ES.

Your company’s phone system should be the least of your worries. If you find yourself in one of these scenarios, it’s time to migrate your physical PBX to the cloud.

1. YOU CAN’T FIND SPARE PARTS FOR YOUR PBX

Some PBX systems from Panasonic or Alcatel have stopped manufacturing components and accessories, making repairs impossible when they break down.

To avoid investing in hardware that will soon be obsolete and waiting another five years to amortise a new PBX, you can choose a cloud-based telephony system.

For as little as €4 per user per month, you can have a virtual PBX connected to your office phones with zero maintenance costs. The PBX provider you choose will host it on their servers and handle software updates at no extra cost.

2. YOU MAKE CHANGES TO YOUR WORKFORCE

Businesses that are expanding or experiencing seasonal fluctuations are often constrained by a physical PBX. Let’s face it, expanding PBX capacity is a long and expensive process.

Cloud telephony systems allow you to add and remove users at the click of a button. From an online control panel, accessible anytime from any device with internet access, you can make as many changes as you need and only pay for the new users you add.

3. YOU CAN’T INTEGRATE YOUR PBX WITH YOUR CRM OR ERP

Physical PBX systems usually don’t integrate with third party systems like a CRM or ERP, meaning that updating contact lists and taking orders is often 100% manual.

With cloud telephony, you can automate these tasks, reducing human error and multiplying productivity. Without any technical knowledge, you can connect your communications system to a wide range of third-party software using an integration library.

4. YOU WANT TO AVOID INTERCONNECTION PROBLEMS BETWEEN OFFICES

Physical PBX systems are tied to a location, so if you have more than one office, interconnecting them can be a headache.

You don’t want to pay extra for internal calls between offices, or worry about synchronising software or hardware updates to avoid incompatibilities between offices.

Cloud telephony systems automatically connect all offices, maintain and update themselves, and allow free internal calls. They also ensure that all offices have access to the same information and that data is synchronised in real time.

5. YOU WANT TO ENSURE THE AVAILABILITY OF YOUR TELEPHONY SYSTEM

On-premises telephony is not easy to make redundant due to the increased technological complexity: more equipment, higher investment and the need for technical knowledge to configure backups.

If you choose a virtual PBX provider, they will take care of your backups and ensure a high level of availability.However, we recommend that you choose a provider that has multiple geographically dispersed servers and offers a redundant platform with at least 99.99% availability.

6. YOU NEED TO CONNECT OTHER DEVICES TO YOUR PBX

If you have remote workers, such as salespeople or employees who need to travel for work, the best way to keep them connected to the office without compromising brand image is to connect their mobile devices or laptops to the company’s telephony system.

This allows them to answer PBX calls without being physically present. Customers or suppliers calling them will hear the pre-programmed greeting menu, speak to the salesperson without being aware of their location, and the call will be recorded in the PBX.

FINAL THOUGHTS

Investing in hardware and cabling that deteriorates and becomes obsolete, hiring specialised technical services, paying for internal calls and forgoing advanced integrations are some of the worst disadvantages of a physical PBX.

As well as all the benefits mentioned above, the most advanced virtual PBX systems also offer automation and AI-powered routing.

If you don’t want to miss out on these benefits, contact our experts to learn how you can leverage your physical PBX before fully migrating to the cloud.

MEET OUR EXPERTS

La entrada When is the best time to migrate your on-premises PBX to the cloud? se publicó primero en Enreach ES.

Did you know that 90% of technology leaders have stopped buying physical equipment for their business communications? The “always on” habit and the hybrid working trend have changed the way we work.

As a result, we are seeing more and more virtual PBX providers, and well-known companies in the IT world are diversifying into the telecommunications sector.

Every organisation has its own requirements, but there are some features that make life so much easier that we can’t ignore them. Here are three of them:

1. MAKE CALLS FROM YOUR COMPUTER

A virtual PBX allows us to turn any device with an internet connection into a phone. Whether it’s a Windows, Mac or Linux system, we can manage all our calls through a local installed program or a website page.

If users have other devices in addition to their computer (an IP phone, a mobile phone or a tablet), they can always choose which device to use to answer an incoming call.

2. INTERNAL CHAT & VIDEO CALLS

PBX systems are no longer just about voice; they now include other channels such as video & chat.

Rather than incur the cost of a collaboration programme licence and a PBX subscription, the most advanced solutions allow us to unify all services under one software.

As well as reducing costs, we can also benefit from synchronising offline and online timelines. For example, if an employee is on a call from a fixed line, they will appear as ‘busy’.

3. INTEGRATING THIRD-PARTY APPLICATIONS

Departments that have the most contact with suppliers and customers (sales, accounting, technical support, etc.) can benefit from receiving a pop-up with information about the caller, viewing the previous interaction history and making notes about the call without leaving the CRM or ERP.

For the rest of the areas, there are also integrations that allow us to edit documents online without changing applications and extract data for reporting on switchboard performance.

WHAT FEATURES DOES YOUR BUSINESS NEED?

The PBX should adapt to the business, not the other way around. We have to stick to our list of features and find a supplier that can deliver them all. In the meantime, our direct line to our experts is always open.

La entrada 3 features of virtual PBX that leading businesses are taking full advantage of se publicó primero en Enreach ES.

One of the most powerful advantages of purchasing a virtual switchboard is that we can integrate any device that has an Internet connection, although the most common ones are: landline phones, smartphones and, of course, computers.

When we say integrate, we mean that all the calls received or made by an office can be made through these devices, without losing any functionality (call transfer, hold, recording, etc.) and that, furthermore, all the activity is recorded in the switchboard’s control panel so that we can analyse our performance.

After this brief interlude, we ask you: which combination works best for your business model? Today, we’ve made a list of pros and cons to test these three combinations:

1. VIRTUAL PBX WITH FIXED PHONES

To connect a fixed or portable terminal to a switchboard, it must first be a device that can connect to the Internet, i.e. an IP phone.

Advantages

• They are easy to use for employees who are not used to working with computers.
• You don’t have to worry about running out of battery power. They are always connected to the power supply.

Disadvantages

• They require hardware investment and maintenance. Standard IP phones cost between €45 and €90.
• If we want to facilitate hybrid working, we are limited unless we include other devices.
• It is usually difficult to add contacts to the phonebook.

2. VIRTUAL PBX WITH MOBILE PHONES

Contrary to what many people think, we can ensure that the quality of our calls does not suffer when we travel. Leading virtual switchboards allow us to integrate mobile phones with a SIM card if we prefer not to install applications on third party phones.

Advantages

• They are easy to carry, and we can use them to manage switchboard calls when we are away from the office.
• If your technical or sales team is out of the office, or if they travel a lot, they’re the ideal solution to ensure they don’t miss a call.
• During or after a call, it is very easy to save a contact.

Disadvantages

• They require investment and maintenance of hardware, as there are different ranges and models, the investment depends on these factors.
• Intensive use can drain the battery quickly, although using a SIM card does not consume as much as using an application.
• Call quality can deteriorate when there is no signal, such as when driving through a tunnel or in an underground car park.

3. VIRTUAL PBX WITH LAPTOPS

Both desktop and laptop computers can be part of your switchboard. Known in the business world as softphones, they allow us to manage calls from a web page or desktop application.

Advantages

• Facilitate hybrid and remote
• We can be much more agile in answering and making calls because it is a device we use for work.
• The screen size allows us to switch between calls, making it easier to manage simultaneous conversations.
• They can be integrated with other programs, usually CRMs, so that when a customer calls, the customer’s file is automatically loaded onto the computer, streamlining administrative processes.
• We can easily share our contact list with other colleagues.
• They usually display the status of internal contacts so you can see at a glance whether the person you want to talk to is free, on the phone or disconnected.
• Some virtual PBX programs include free video calling and chatting for employees to communicate.

Disadvantages

• They require hardware investment and maintenance, but they are essential tools for employees.
• You will need to buy a headset with a microphone to keep conversations private.
• Although laptops offer a little more mobility than desktop computers, it is a little difficult to answer calls when we are on the move.

FINAL VERDICT

We have already seen that each device has its advantages and disadvantages, so our recommendation is to take advantage of the combination of laptops and smartphones.

On the one hand, laptops are an essential work tool, so if we can use them to answer calls, we can avoid buying and maintaining unnecessary additional equipment. On the other hand, smartphones meet the need to be able to answer calls on the move.

What about fixed telephony? The duplication of telephone systems should be a thing of the past. The improvement of 5G speed and the evolution of smartphone features allows us to use any device in the same way.

If you want to be able to connect different devices to your switchboard, contact our team of experts to discover our virtual PBX. As well as all the advanced features you could wish for, it also has an integrated collaboration interface for making video calls, receiving chats and sharing files.

CONTACT US

La entrada Virtual PBX with phone, mobile or laptop? se publicó primero en Enreach ES.

Although the telecom giant has announced that it will no longer use its ADSL exchanges, some of them will remain open for alternative operators to continue migrating their customers before the complete shutdown of copper, estimated for early 2026.

This year will undoubtedly be the busiest, with a total of 4,903 exchanges shutting down over the months, with tomorrow being the busiest day in 2024, with 3,304 closures in 24 hours.

Far from being a problem for businesses, the closure of ADSL exchanges represents a technological advance for the laggards, allowing them to benefit from improvements in the speed and stability of their connections.

This change allows businesses to access telephony based on VoIP (Voice over Internet Protocol) technology, which brings significant cost savings and performance improvements. In fact, many have already decided to migrate their switchboards to specialist cloud technology providers.

VoIP is telephony over the Internet connection and has been replacing traditional fixed-line telephony for years, just as fibre and ADSL are doing now.

In the past, companies that needed one line per employee had only one option, which was to rent ISDN lines, but now with VoIP telephony they can rent as many lines as they need at greatly reduced prices and with the same or better quality.

To promote the digital transformation of SMEs and the self-employed in Spain with fewer than 50 employees, the government has been promoting the Kit Digital programme for three years.

This initiative contributes to the adoption of digital solutions with grants of up to €12,000 for the creation of virtual offices, including the migration of traditional telephone systems to VoIP telephone solutions, among others.

Following the extension of the deadline, companies that meet the requirements can apply for their grant before 31 December.

Still haven’t migrated your ADSL services to fibre? Contact our team of experts to find an Internet and telephone connectivity solution for your business.

La entrada Closure of ADSL exchanges pushes Spanish companies towards VoIP se publicó primero en Enreach ES.

Under the current Spanish Customer Service Law, 900 lines are mandatory for all businesses that provide essential services to the public.

But what if your business doesn’t fall into this category? If you’re not sure which number is best for your customer service, this article will give you all the alternatives, with their pros and cons.

900 NUMBERS

• Customer willingness to call: high
• Coverage: national
• Brand image: professional, approachable
• Cost to the customer: free

With a toll-free main number, your company will receive a high volume of simultaneous calls. Customers who know it is free will use it without hesitation.

They are also good for companies that do not want to be visible on a map and want to project a more professional image without losing contact with their customers.

It’s important to note, however, that calls made from these numbers will cost you twice, as you’ll have to pay both to make the call and to receive the answer.

901 & 902 LINES

• Customer willingness to call: low
• Coverage: national
• Brand image: professional, inaccessible
• Cost to the customer: high

The 901 (shared cost) and 902 (national rate) numbers cost customers money. This makes them more reluctant to dial them, resulting in a much lower volume of incoming calls.

Like the previous ones, they are used by companies that do not want to have a recognisable location and, in addition to projecting professionalism, want to receive few calls.

This type of number isn’t usually used for outbound calls either, for the same reason: customers wouldn’t answer them because of the high cost.

GEOGRAPHICAL NUMBERING

• Customer willingness to call: high
• Coverage: local
• Brand image: local
• Cost to the customer: free in most cases, depending on the customer’s contract tariff.

Geographical or local numbers represent proximity and familiarity to the customer as they use the prefix of the province.

Although they do not project the same corporate image as 900 numbers, they do not incur additional outbound call charges.

For companies with customers spread across the country (or the world), the strategic decision is whether to standardise numbers or, conversely, to keep their local main numbers.

MOBILE NUMBER

• Customer willingness to call: high
• Coverage: local / national
• Brand image: freelancers, individuals
• Cost to the customer: free in most cases, depending on the customer’s contract tariff.

Mobile numbering is increasingly used at corporate level, although it is usually associated with freelancers.

When people receive a call from a mobile phone, they usually assume it’s someone they know, so it can be frustrating for customers if it’s a business.

If you still want to use a mobile line for your customer service, be aware that you can only take two incoming calls at the same time, which limits your ability to handle a high volume of calls.

FINAL THOUGHTS

As we have seen, the choice of alternative numbering for customer service depends on the volume of calls you receive, the number of calls you make and the brand image you wish to project.

As a Tier 1 network operator, which means we provide the fastest and most reliable phone lines, we offer all types of numbering for businesses.

Whichever numbering you choose, you’ll have an online control panel to monitor service levels in real time.

If you later want your business number to have a welcome message, prioritised call queues or call transfer rules, we also offer a virtual switchboard from which you can configure even the smallest detail.

In addition to these advanced features, our switchboard also includes internal communication channels, allowing you to chat, call and video call for free, share all types of files and integrate with Google, Teams and over 100 CRMs.

Are you considering hiring a numbering service for your business, but aren’t sure which is the best option? Contact our team of experts for a personalised consultation. Call us now on +34 900 670 750 or use the chat below.

La entrada Basics of choosing your company’s customer service number se publicó primero en Enreach ES.