WHAT IS A
MULTI-LINE PHONE SYSTEM?

Manage multiple phone lines from a single system

UNDERSTANDING MULTI-LINE PHONE SYSTEMS

Whether you are talking with employees and coworkers or reaching out to suppliers, clients, or customers, managing calls from many sources is essential.

In this article, we will explore the main benefits of multi-line phone systems. By the end, you’ll understand how multi-line systems work and know which one is best for your business.

WHAT IS A MULTI-LINE PHONE SYSTEM?

A multi-line phone system lets you handle more than one call (2 or more) at the same time on a single device.

For example, imagine you’re on a call with a client, and two other clients try to reach you. You can put your first call on hold, send the other calls to a colleague, and then return to your original conversation.

Without a multi-line phone system, those two other clients would go straight to voicemail. This could mean missing out on a time-sensitive deal.

MULTI-LINE SYSTEM
WHAT YOU NEED

Business phone system
Business phone hardware or softphone
Phone line service provider

PHONE SYSTEMS THAT USE MULTIPLE LINES

Key System Unit (KSU)	A Key System Unit (KSU), or key phone system, is an older type of business phone system. It was popular with small companies that had up to fifty employees. The system used a key unit, a device like a modern internet modem, to connect to multiple phone lines. With it, you could hold calls, redial, and use the phone as an intercom, which made it useful in traditional office settings. Today, key phone systems are mostly outdated. They have been replaced by internet-based phone services and are now considered part of traditional PBX systems.
Private Branch Exchange (PBX)	PBX is a traditional phone system. It connects all users within a business and allows them to make external calls. PBX does not need data or an internet connection; instead, it uses wired, physical phone lines. It offers simple, reliable communication without extra features.
Voice over Internet Protocol (VoIP)	VoIP uses data to make phone calls. It turns voices into data, breaks them into packets, and sends them over the internet. Unlike traditional phone lines, VoIP doesn’t need wired networks to work. It’s a subscription service, so you can easily expand or reduce it as needed—perfect for seasonal businesses or busy times.
Cloud-based Phone Systems	A cloud-based phone system is a complete solution. It includes features like call management, professional voicemail, on-hold marketing, chat, CRM integration, video chat, and more.

But how does this relate to your business we hear you say? Well, lets dive a little deeper in to how a multi-line phone system works.

HOW DOES A MULTI-LINE PHONE SYSTEM WORK?

A multi-line phone system lets users manage several phone lines from one device. This allows for multiple incoming and outgoing calls at the same time. Each line has its own button on the phone, making it easy to switch between calls or put them on hold. When a call comes in, it can be answered on any available line, transferred to another extension, or placed on hold for someone else. This system helps small and medium-sized businesses efficiently manage calls, especially when different employees need to handle multiple calls independently.

Typically, a multi-line phone system is supported by a device like a Key System Unit (KSU) or a Private Branch Exchange (PBX). These devices manage the routing and switching of calls to various lines and extensions. They can be analog, using traditional copper phone lines, or digital, using VoIP technology. VoIP systems use the internet to route calls, offering more flexibility and lower costs compared to traditional lines. Users can make internal calls between extensions without using an external phone line, which makes operations smoother and improves customer response times.

ON-PREMISES MULTI-LINE PHONE SYSTEMS

On-Premises Multi-Line Phone Systems use physical equipment like a KSU or PBX, which is installed directly at the business location. This setup allows companies to have more control over their phone systems, including customising features and securely managing internal communication. The system routes calls through on-site hardware. While it is reliable, it can be expensive to install and maintain. Additionally, it often requires specialised technicians for updates or repairs.

CLOUD-BASED MULTI-LINE PHONE SYSTEMS

Cloud-Based Multi-Line Phone Systems use internet services from a third-party host, so there’s no need for a lot of on-site hardware. Businesses connect through the cloud, making these systems flexible and scalable. They are often easier and more affordable to maintain because the provider handles software updates and technical support. This means employees can access the phone system from anywhere with an internet connection, making cloud-based systems perfect for remote work and growing businesses.

Click a thumbnail below to view full diagram:

WHAT MULTI-LINE PHONES ARE AVAILABLE FOR BUSINESSES TO USE?

Businesses looking for multi-line phone systems can choose from a variety of hardware options based on the number of lines they require:

2-line phones
4-line phones
6-16-line phones

All three of these solutions rely on fixed lines, which can be difficult to choose given that some industries are seasonal, or, if you are planning for future scalability. This is where an alternative solution can be considered…

IS THERE AN ALTERNATIVE SOLUTION?

Yes, an alternative to guessing how many fixed lines your business needs is a cloud-based phone system. These systems are scalable and can support unlimited lines. A service provider like Enconvo allows you to adjust the number of lines whenever you want. This means you can easily respond to changes in call volume, helping you prepare for seasonal fluctuations.

Another benefit of choosing a cloud-based multi-line phone system is that you’re not limited to special multi-line phones. You only need the right phone software—like Enconvo Contact. This makes the hardware optional, allowing you to use all your devices, including desktop computers, laptops, tablets, and even your mobile phone.

2-Line Phones	For small businesses or home offices, Yealink offers models like the Yealink SIP-T31G, which can manage up to two lines. This model is simple and reliable, providing essential features like HD voice quality and dual-port Ethernet. It’s an excellent choice for professionals with moderate call volumes, such as consultants or small service providers.
4-Line Phones	Yealink also offers solutions for businesses that need more capacity, like the Yealink SIP-T33G, which can manage up to four lines. This phone features a color screen, programmable keys, and local conferencing capabilities. It’s ideal for small to medium-sized teams that need improved call management, such as retail stores or small office setups.
6-16-Line Phones	For larger businesses with higher call volumes, Yealink offers advanced options like the Yealink SIP-T54W and Yealink VP59, which can manage up to sixteen lines. These models come with features such as Gigabit Ethernet, color touch screens, and wireless connectivity. They provide a powerful communication tool for offices that need efficient call management. These phones are perfect for reception desks, busy customer service teams, or office environments where multiple lines need to be handled seamlessly.

BENEFITS OF CLOUD-BASED MULTI-LINE PHONE SYSTEMS

BENEFIT	DESCRIPTION
Scalability	Easily add or remove lines as your business grows or shrinks, without needing major hardware changes.
Cost Efficiency	Lower upfront costs since you don’t need expensive on-site hardware, and maintenance is handled by the provider.
Remote Access	Employees can make and receive calls from anywhere using internet-enabled devices, making it perfect for remote work and flexible office setups.
Minimal Maintenance	The service provider takes care of all system maintenance, upgrades, and troubleshooting, reducing the need for in-house IT support.
Advanced Features	Enjoy modern features like call analytics, automated attendants, voicemail-to-email, and CRM integration, which enhance communication.
Reliability & Redundancy	Hosted in the cloud with built-in backups, ensuring fewer disruptions and greater reliability compared to on-premises systems.
Easy Integration	Easily integrates with existing business tools like CRM, email, and collaboration software, streamlining workflows and boosting productivity.
Flexibility in Management	Administrators can manage the phone system through an online dashboard, allowing easy control over user settings and features.
No geographic limitations	With internet connectivity, multiple offices, remote workers, and mobile employees can operate under the same phone system without issues.
Disaster Recovery	Calls and data are stored in the cloud, ensuring communication continues during power outages or natural disasters affecting physical locations.

WHICH SOLUTION SUITS YOUR BUSINESS NEEDS?

As we have previously mentioned there are available when it comes to multi-linephone systems. Here are a couple of scenarios that might help lighten that decision and understand what similar sized businesses choose to implement.

2-LINE PHONE SYSTEM SMALL RETAIL BUSINESS

Scenario One: Small Retail Business

Choice: 2-Line Phone System

Business Needs:

An insurance agency with departments for claims, underwriting, and customer support needs multiple lines to handle the high call volume from clients, adjusters, and internal teams.

Scenario Two: Mid-Sized Law Firm

Choice: 4-Line Phone System

Business Needs:

The law firm manages multiple clients, court schedules, consultations, and inter-office communication, which requires efficient handling of calls across different areas of the practice.

Scenario Three: Insurance Call Centre

Choice: 12-Line Phone System

Business Needs:

An insurance agency with departments for claims, underwriting, and customer support needs a robust multi-line phone system to manage the high call volume from clients, adjusters, and internal teams.

OUR THOUGHTS

Picking a business phone system with a suitable number of lines isn’t something we’d expect our customers to have insight on. The solution your business needs will be dictated by a number of variables, but, that is why we employ specialists with 20+ years experience to guide you towards the right solution.

Our recommendations will be formed partly on the scale of calls and departments they will need to be routed to. After all, a customer doesn’t want to be on-hold if your line is being occupied by a supplier.

In addition to this, your solution will likely be impacted by different factors such as installation speed and costs.

LINE RENTAL GUIDE

Navigating the options when choosing to upgrade your business broadband can be daunting. To help you choose the right configuration of features and to answer your top questions, we’ve put together a series of detailed articles to form a guide.

We hope this guide will help you make an informed decision that will benefit your business by improving communications and productivity. Below you can find links to popular content within the guide, or you can view a complete list of the articles in our business broadband guide.

EVERYTHING YOU NEED TO KNOW ABOUT BUSINESS PHONE LINES

There are a number of business telephone line rental options available. We are discussing the three main types namely; analogue, digital and SIP lines.

YOUR QUESTIONS ANSWERED

What is a multi-line phone system?

A multi-line phone system allows businesses to manage multiple phone lines from a single phone device, enabling multiple simultaneous calls.

How does a multi-line phone system work?

Multi-line phone systems use a single base station that connects to multiple lines, allowing users to place calls on hold, transfer calls, and manage multiple callers at once.

What are the main types of multi-line phone systems?

The main types include Key System Units (KSU), Private Branch Exchange (PBX), and Voice over Internet Protocol (VoIP) systems.

Who can benefit from using a multi-line phone system?

Multi-line systems are ideal for businesses with high call volumes, such as customer support centers, medical offices, and businesses that rely on frequent client communication.

What are the advantages of using a multi-line phone system?

Multi-line systems improve call management, enhance productivity, support call transfers, allow hold features, and can include voicemail and automated responses.

How many lines can a multi-line phone system support?

The number of lines depends on the system type. Basic multi-line systems may support 2-4 lines, while advanced systems can support dozens of lines.

What’s the difference between a KSU and a PBX system?

KSU systems are smaller and simpler, suitable for small businesses, while PBX systems are more advanced, supporting larger businesses with greater customization and call routing capabilities.

How does a VoIP multi-line phone system differ from traditional ones?

VoIP systems operate over the internet, often offering greater scalability, lower costs, and additional features compared to traditional landline systems.

What should I consider when choosing a multi-line phone system?

Consider the number of lines needed, budget, required features (such as call forwarding, voicemail, and conference calling), and whether internet-based VoIP is suitable for your business.

How much does a multi-line phone system cost?

The cost varies widely based on system complexity, with basic systems starting around a few hundred dollars and advanced VoIP or PBX systems potentially costing several thousand.

WHAT IS A
MULTI-LINE PHONE SYSTEM?

UNDERSTANDING MULTI-LINE PHONE SYSTEMS