Multi-Line Phone System: What It Is, Its Benefits, & How to Choose One

If you want to grow your company and make more money, you must attract potential customers and convince them to choose you over your competitors. To do that, effective business communication is crucial. These days, despite the emergence of many communication channels, phones remain one of the best ways to reach out to leads and customers.

Phones take the top spot when it comes to effective, fast, and direct communication. And as your company grows, it’s also crucial for your business phone system to expand.

Fortunately, technological advancements have resulted in the development of an advanced phone solution: the multi-line phone system. And Podium has created the best multi-phone phone system for growing businesses. Through this phone system, sales and customer support reps can efficiently accommodate calls to keep leads and customers engaged.

What is a multi-line phone system?

A multi-line phone system allows you to handle multiple calls simultaneously. Having a multi-line phone is like having several phone lines in one system. The most basic is the 2-line phone system, which is a great choice for home offices, SMBs, and solo entrepreneurs. Through these systems, businesses can simultaneously accommodate two calls.

Multiple-line phone systems can support two, four, six, and even more lines. But which allows you to take two calls simultaneously. You can set them up on-premise or on the cloud.

Types of Multi-Line Phone Systems

Take note that multi-line phone systems come in several types. The most common types are 2-line, 4-line, and 6-line phone systems. But there is also a flexible type for businesses that experience fluctuations in their call volume.

1. 2-line Phone System

A 2-line phone system enables you to make or take two calls at a time. For example, you can make another call while placing the current call on hold. This type of multi-phone system will have two separate lines, numbers, and inboxes connected to a single device.

The number of supported lines makes this type of multi-phone system suitable only for start-up businesses in their early stages of growth or those that operate their business from the comfort of their own home. It makes it possible to separate home and business without investing in another phone system.

2. 4-line Phone System

A 4-line phone system is designed to process four calls at a time. You can choose this phone system if your employees often need to place a call on hold or your team regularly uses the warm transfer feature. Generally, this phone system is a suitable option for small businesses with a moderate call volume or have more than two employees who need constant access to a phone.

3. 6-line Phone System

This tier of “multiple phone lines one number” system often has better performance, more memory, faster chipsets, and even more customization options than a standard telephone. Some even have more advanced functionalities like line presence, so it’s a popular option among businesses upgrading their phone-based strategies.

If your business deals with a high volume of incoming and outgoing calls, then a 6-line phone system can be a great fit. Being able to accommodate at least six callers simultaneously can significantly impact your team’s productivity. Moreover, 6-phone line systems typically offer more advanced features than 2 and 4-line phones.

4. Flexible Phone System

If you aren’t sure about the number of lines your business needs, a flexible phone system can be a good option. Flexible multi-phone systems allow you to remove or add lines depending on your business requirements.

In a growing business, it’s always better to have phones that can handle more calls. You’ll never know when your business will experience an influx of calls. It’s always better for small businesses to be ready with scalable solutions for business communications. You may even save money since you don’t need to buy more new handsets.

How do multi-line phone systems work?

A multi-line phone system works like a traditional one-line phone, where telephone wires transmit audio data packets to the receiver. However, multi-line phone systems can transmit more than one audio packet from a central control unit and assign each call to a line. They also offer more functionalities than a conventional one-line phone.

Multi-phone systems undeniably have evolved. Gone were the days when your only option to handle two calls at once was to wire yellow and black wires into phone jacks. Modern multi-line phone systems offer more ways to connect with many people at once and more advanced features.

Features multi-line phone systems offer include missed call forwarding, voicemail, call recording, and even a prompt for customers to text. Advanced phone systems like Podium Phones also allow you to pre-record a message that prompts callers to send you a text so they don’t have to wait on the phone.

It is important to note that the available functionalities vary depending on the phone you choose. Generally, there are two kinds of multi-line phone systems: the traditional (analog) multi-phone system and the cloud-based multi-line system. Here’s a glimpse of how each works:

Traditional Multi-line Phone System

Traditional multi-line phone systems are typically available in two types. The first one is a landline that offers two-line functionality. You can create two lines by wiring the phone’s existing wires into phone jacks. Features available in this type of multi-line system are pretty limited.

Another type is the Private Branch Exchange (PBX), which can manage multiple phone lines and extension numbers within a business. A PBX system usually offers more features, like speakerphone, call forwarding, and voicemail. It also often comes with cordless phones and headsets.

One of the primary advantages of traditional systems is their reliability. With physical equipment on-site, businesses have a certain level of redundancy and control over their phone network. Calls are processed through copper wires, which often result in crystal-clear call quality.

However, traditional phone systems come with several downsides. They can be expensive and complex to install. The system also requires the use of desk phones capable of accepting multiple lines and an expert to configure it. Additionally, scaling the system is challenging, and making changes to the system can be time-consuming and costly.

Cloud-based Multi-Line Phone System

A cloud-based multi-phone system breaks the limits of the traditional phone system. It uses Voice-over-Internet-Protocol (VoIP) to convert voice into digital data and send it over the internet. The IP phone then converts the data into sound. The data is compressed, so one physical line can process multiple calls.

A VoIP phone system does not require any complex wiring or even a physical phone line so it’s generally cheaper than its analog counterpart. All it needs to function is a reliable internet connection. This cost-effectiveness makes the VoIP multiple-line phone system an ideal option for businesses of all sizes. Plus, the system offers high scalability, which is an excellent benefit for growing businesses.

In addition, cloud-based systems provide remote access and integration with other communication and business tools, enabling greater mobility and productivity. However, their reliance on the internet can pose challenges in areas with unreliable connectivity or frequent power outages.

How to Set Up a Multi-Line Phone System?

The setup process greatly depends on the kind of business multi-line phone systems you choose. If you choose the traditional phone system, you will need professional help setting it up. It’s because an analog business phone system generally requires special equipment and wiring.

If you go down the cloud-based phone system route, the steps are straightforward. You can set up the system in less than half an hour and use it as long as you have an internet connection.

1. Determine your requirements.

Multi-line phone systems come in different types and with a wide range of features. You’ll need to determine exactly what your team needs to find the best multi-line phone system for your business. Determine where you will use the phone, the number of people who will be using it, and your call management and routing requirements, among other factors.

2. Choose a phone service provider.

If your business is growing, consider Podium. The company offers a phone solution packed with functionalities, like tracking missed calls and voicemail messages and prompting callers to send a text if they don’t get an immediate response. All these features are designed to help you catch any business opportunity and turn more customer calls into revenue.

3. Configure phone system settings.

You’ll need to configure your phone system settings to start receiving and making calls. As previously mentioned, a cloud-based multi-line system is easy to configure. Multi line phone systems usually come with setup instructions, and you don’t need to have extensive knowledge of phone technology to configure the system.

4. Test and fine-tune the system.

After setting up and configuring the system, you’re ready to test it. Test the system to see whether calls are coming through and whether all features are working as they should. You may need to do some tweaking to ensure all the features and settings you need are activated.

9 Crucial Features to Look for in a Multi-Line Phone System

1. Call Conferencing

This cloud-based multi-line phone system feature enables multiple people to connect on the same call in real time without using a third-party service or an expensive PBX. With conference calling, you can host meetings with colleagues, customers, or stakeholders using only the phone system and an internet connection.

2. Call Forwarding

Call forwarding is a valuable feature because it allows your reps to transfer incoming calls to any device or phone number. Hence, no calls are missed. Depending on your provider, you may be able to route calls to your voicemail or mobile phone.

3. Voicemail-to-Email

If you fail to pick up a call on time, a voicemail-to-email functionality will ensure you still get the caller’s message. Instead of just getting a voicemail from customers, this feature will send the content of the voicemail to your email.

4. Auto Attendant

This feature uses the caller’s keypad input to direct them to the appropriate person. Therefore, the caller does not have to wait for too long. Aside from saving time, an auto attendant feature can help you improve the customer experience and convey a professional business image.

5. Call recording

The call recording feature allows you to document any calls made and received by your team. This functionality is particularly useful in customer service or support. You can listen to call recordings at any time and pinpoint areas of improvement.

6. Intercom/paging

The intercom or paging feature allows users to talk to all connected phones at the same time through the speaker phone. You can use it to broadcast announcements or relay quick messages to your team members.

 7. Multi-Device Support

Multi-device support isn’t common among business phone systems, but it is noteworthy because it offers convenience. With this functionality, you can make and receive calls using mobile devices and computers.

8. Busy lamp field (BLF)

The BLF is a light or presence indicator. With this feature, you’ll know whether the phones connected to the multi-line phone system are busy, ringing, or available. This can be useful for determining the call availability of team members at any given time.

9. Call queuing

Call queuing or call waiting allows end users to queue incoming calls in sequence and automatically assign them to the right person as he or she becomes available. This feature can help businesses manage a large influx of calls.

Other features you may consider are caller ID, mute and volume control, call transfer, speed dial, and texting. If your business is growing, choose an expandable system to meet your needs every step of the way.

Benefits of Multi Line Phone Systems

1. Improved Call Handling

Call handling is all about how you manage outbound and inbound business phone calls. Handling all calls properly is crucial because a single call can make or break your reputation and the first impression you make on leads and customers.

Multi line phone systems come with features that can improve your business call handling. For example, BLF, auto-attendant, and call-forwarding features can reduce waiting time. The faster the customer gets a response, the better their experience will be. Meanwhile, call recording allows you to discover your team’s weaknesses and work on them.

2. Enhanced Collaboration

If you have several team members, a multi-line office phone system will enable them to work together more effectively. With features like call forwarding and conferencing, employees can share information, brainstorm strategies, and make decisions more efficiently. Moreover, voicemail and call recording capabilities make it easier to collect valuable data on customer needs and preferences.

This accessibility and responsiveness result in quicker decision-making and improved overall efficiency, making multi line phone systems crucial for business growth.

3. Flexibility and Mobility

One of the best things about having a multi-line phone system, especially one that is cloud-based, is the ability to communicate with your team and customers no matter where you are. Business continues as long as you have a communications device and an internet connection.

Flexibility and mobility are pivotal, particularly nowadays. Most businesses choose a hybrid work culture where employees can work from the office or the comfort of their homes. And if you want to enjoy more flexibility and mobility, choose a phone system that supports multiple devices.

4. Professional Image

Having a professional image can give your business an edge over the competition. And the right multi-line phone system will help you project that image.

These systems enable efficient call handling, ensuring your business meets every customer inquiry or client interaction with prompt and organized attention. With dedicated lines for different departments or team members, businesses can manage high call volumes seamlessly, reducing hold times and preventing customer frustration.

Moreover, features such as call forwarding, voicemail, and conferencing facilitate smoother communication. Multi line phone systems, therefore, not only improve collaboration but also leave a lasting impression of professionalism and reliability.

5. Productivity and Efficiency

As a business owner, you must juggle multiple tasks at once. You want to complete more tasks as quickly and efficiently as possible. A multi-line phone system can be a valuable tool in accomplishing more tasks. If your team makes outbound calls, they don’t have to wait for a line to become available. And no incoming calls will go unanswered.

Turn Calls into Customers With Podium

In the digital age, businesses constantly seek innovative ways to engage with customers. One powerful tool for this is Podium, a communication and lead conversion platform that improves customer interactions. By seamlessly integrating text messaging, webchat, lead management, phones, and more, Podium helps businesses harness the potential of every customer interaction, particularly phone calls.

Phones are a fundamental aspect of customer communication, but they often get overlooked in the rush to adopt newer technologies. Podium recognizes the value of this technology and offers a solution that allows you to do more. Podium Phone’s VoIP capabilities allow businesses to track, record, and analyze calls, gaining valuable insights into customer needs and preferences.

Additionally, this solution will help companies respond faster, resolve issues efficiently, and provide personalized experiences that turn potential leads into loyal customers. It can be a game-changer for growing businesses looking to boost customer satisfaction, enhance their online reputation, and, ultimately, make more money.

Incorporating Podium into your customer engagement strategy is the key to transforming ordinary phone calls into a powerful tool for growth and success.

Multi line Phone Systems FAQs

Q: How do I run multiple phone lines?

A: There are various ways to run and set up multiple phone lines for your business. You can use devices like line splitters to physically split a phone line in two or you can opt for a multi-line phone system. A multi-line phone system uses a single device for multiple lines.

Q: How many telephones can you have on one line?

A: Unlike cell phones, it is possible to have multiple phones on one line with multi-line telephone systems. But the number of phones you can have on a single line will depend on the system you choose. Check with the manufacturer to know the number of phones you can set up on a single phone line.

Q: Why do people use multiple phones?

A: People use multiple phones for various reasons, like separating business and personal lives, boosting productivity, increasing convenience, and improving security.