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Moving to IP telephony without losing a single call

The main fear when changing telephony is “what if customers cannot get through”. So the move runs in parallel: the old line keeps working until the new one is proven on real calls.

Discuss the deployment
pbx.example.rs
Project: moving to an IP PBX
LIVE
live
Review of the current setup 4 numbers
Routing design agreed
PBX configuration 12 workstations
Parallel operation both lines live
Number porting numbers kept
Training and go-live live
DEPLOYMENT
  1. Review of the current setupWhich numbers are in use, who answers and where calls go outside hours
  2. Routing designWho answers first, what happens when everyone is busy and how a call reaches the right team
  3. PBX configurationExtensions, queues, schedules, call recording and voicemail
  4. Parallel operationThe new line runs alongside the old one — calls are tested with real customers
  5. Number portingNumbers move to the new operator; customers keep calling the ones they know
  6. Training and go-liveThe team works in the new interface, calls land in the CRM and reports are live from day one
DEPLOYMENT

How the switch to new telephony runs

pbx.example.rs
Project: moving to an IP PBX
OK
Review of the current setup 4 numbers
Routing design agreed
PBX configuration 12 workstations
Parallel operation both lines live
Number porting numbers kept
Training and go-live live

Review of the current setupWhich numbers are in use, who answers and where calls go outside hours

Routing designWho answers first, what happens when everyone is busy and how a call reaches the right team

PBX configurationExtensions, queues, schedules, call recording and voicemail

Parallel operationThe new line runs alongside the old one — calls are tested with real customers

Number portingNumbers move to the new operator; customers keep calling the ones they know

Training and go-liveThe team works in the new interface, calls land in the CRM and reports are live from day one

WHAT PEOPLE USUALLY FEAR

What holds back a telephony change — and what to do about it

The worries

  • “We will lose the number people have known for ten years”
  • “During the move customers will not get through”
  • “The staff will not figure out the new software”
  • “We will have to buy handsets for every desk”
  • “The internet will drop and we will have no phone at all”

How each one is handled

  • The number is ported to the new operator and stays yours — it is a regulated procedure
  • The new line runs in parallel with the old one; the switch happens after verification
  • The interface is learned in one session: answer, transfer, look up history
  • A desktop app or a phone app is enough; handsets are optional
  • A fallback route is configured: if the channel drops, calls go to mobiles
WHAT THE PROJECT INCLUDES

Scope of the deployment

Telephony audit

Current numbers, tariffs, hardware and where enquiries are lost today.

Choosing the operator

Selecting a SIP provider for your volume and call directions, with a backup channel.

Number porting

Preparing the paperwork, shepherding the procedure and parallel call handling during the move.

PBX setup

Extensions, queues, working-hours rules, voicemail and forwarding.

Call recording

Recording on selected lines, retention periods, caller notification and role-based access.

CRM integration

The caller's record before the answer, history in the deal, one-click dialling and tasks for missed calls.

Workstations

A desktop app, a phone app, the browser or an IP handset — whichever suits the role.

Training and support

A session for the team, a short guide and monitoring of call quality after launch.

TECHNOLOGY LANDSCAPE

What it runs on

SIP / RTPCall setup and voice transport between the operator and your PBX
IP PBXRouting, queues, schedules, recording and voicemail
WebRTCCalls straight from the browser — nothing to install at every desk
Backup channelA second provider or forwarding to mobiles when the primary drops
Integration layerCall events go to the CRM and the customer record comes back to the screen
Quality monitoringWatching line availability and audio quality, so problems do not surface on a customer call

The phone numbers belong to your company and stay on your contract with the operator. VMTech is responsible for architecture, configuration, integrations and support.

QUESTIONS

What people usually ask

How long does the switch take?

Configuring the PBX and the workstations usually takes days. Number porting takes longest: it is an operator-side procedure and its timing is not ours to control. So we bring the new line up in parallel first and port once everything is proven on real calls.

What does it cost and what makes up the price?

Two parts: the deployment work, and the monthly payments to the operator for lines and minutes. The second is on your contract with the operator and outside our control. We price the deployment by the number of workstations, the complexity of the scenarios and whether CRM integration is needed.

There are five of us. Is this overkill?

No — with a small team the benefit is often clearer: no hardware to buy, adding a colleague is a configuration change rather than a new SIM, and call recording exists from day one. We deploy exactly what is needed, without “room to grow” features nobody uses.

Can we keep our current operator?

If they offer a SIP connection — yes, and then no porting is needed at all. We check that during the audit: sometimes it is enough to request the connection parameters, and everything else is done without changing provider.

What about the legality of call recording?

Recording is enabled at your decision and accompanied by a notice to the caller at the start of the conversation. Retention and role-based access are configured so only those who need the recordings can play them. We provide the technical side; agree the retention policy and the wording of the notice with your own lawyer.

Related services

IP telephony How the telephony works AI call center A voice agent on the first line CRM / ERP integration Calls inside the CRM Messaging automation Messages in the same flow

Moving to IP telephony without losing a single call

The main fear when changing telephony is “what if customers cannot get through”. So the move runs in parallel: the old line keeps working until the new one is proven on real calls.

Discuss the deployment