The Role of Multi-Line Phone Systems For Your Organization

multi-line phone systems

Are you planning to expand your business? If yes, then don’t forget to update your phone system as well. When a company is growing fast, its communication requirement also starts to grow. A failure to manage a large volume of calls at once may affect your sales and leads to a bad customer experience. With the help of multi-line phone systems, businesses can easily handle several calls at once while enjoying all the key functions such as call forwarding, call holding, and others. Let’s know more about a multi-line phone system and how it is beneficial for businesses. 

A multi-line phone system is a type of phone system that allows users to place two or more calls concurrently. The system allows users to put calls on hold, dial internal or external numbers and get back to the call again. Unlike single phone lines that allow users to handle one call at a time, multi-line phones allow users to handle multiple calls simultaneously. With a single phone line, callers are usually directed to a voicemail or a busy signal when the line is in use. On the other hand, with a multi-line phone system, users don’t require phone jacks or any changes to their phone numbers. They can easily set up their business phone system to support multiple lines. 

Ways to install a multi-line telephone system

Organizations can install a multi-line telephone system in the following ways:

  • On-premises system: An on-premises multi-line phone system requires telecom equipment like a Private Branch Exchange (PBX) or Key System Unit (KSU). 
  • Cloud-based system: Cloud-based multi-line phone system is an advanced system that is managed in the cloud. It offers unlimited phone lines for phones to use. With cloud phone systems like Voice over Internet Protocol (VoIP) phone services and a few IP PBXs, the users don’t need to be present on-site to place or make a call. 

Types of multi-line phone systems

Different types of multi-line phone systems are available in the market. Based on the key requirements, organizations can pick the best suitable phone system. 

  • 2-line phones: Small businesses with a predictable call volume can choose a 2-line phone system. For instance, solopreneurs can use one line for sales purposes and another one for usual service. Small offices with 2 employees can use a 2-line phone system to provide each one with one line. Even small retailers can use this phone system, one for receiving incoming calls and another one for management. 
  • 4-line phones: If your employees need to keep calls on hold and transfer calls, then a 4-line phone system is the best suitable option. For instance, small companies with sales representatives and sales managers can use a 4-line system to answer incoming customer calls, the customer care team can use this system to call back customers, employees, and other concerned parties, the 4-line phone system can also be used to answer and transfer multiple incoming calls. 
  • 6-12-line phones: The 6-12-line phone system is a more powerful system that comprises faster chipsets, more memory, and better customization options as compared to a standard telephone system. They also come with advanced features like line presence and softkeys. For instance, 6-12-lines can be used by executive assistants who need to screen and determine their executive’s line status, team supervisors can use it to monitor multiple calls at once, account executives can use this system to check inventory and pricing, etc. 

Features of a multi-line phone system

Some of the key features of multi-line phone systems that are hard to get with multiple telephone extensions include: 

  • Auto-attendant: The feature allows users to route incoming calls to the correct person, team, or department based on the caller’s requirements. It helps in reducing waiting time and improving the customer experience. 
  • Audio conferencing: This is one of the most important features, especially for remotely working teams as it allows them to participate in online meetings using their phone or an internet connection. 
  • Call hold: With the call hold feature, users can put a call on pause to answer another call or to talk with a colleague. 
  • Call parking: Call parking feature is quite similar to call hold but has the extra benefit of allowing others to retrieve the call that has been put on hold.
  • Call analytics: Call analytics allows users to measure call volumes and connect those with business activity to scale the organization. 
  • Call forwarding: Call forwarding feature allows users to transfer a call to any other device or phone number. It allows users to stay active, even if they are out of the office, thus eliminating the chances of missing an important call. 
  • Call recording: Call recording features play an important role in creating training opportunities and enhancing accountability. 
  • Call routing: It is an important VoIP feature that allows routing a call to a person based on defined criteria. 
  • Voicemail: The feature allows businesses to allow their callers to leave a voicemail when they can’t pick up the call on time. This eliminates the chances of losing a potential customer. 
  • Screen pop-ups: Screen pop-ups is a highly useful feature that allows users to view caller’s information in real-time. 
  • Toll-free numbers: With toll-free numbers, businesses can create a national presence. 

Benefits of a multi-line phone system

Here are some perks to considering a multi-line phone system for your business:

  • Cost-effectiveness
  • Reliability
  • Flexibility
  • Scalability
  • Convenience


If you are still confused about choosing the best business phone system for your organization, you must consider your key requirements and things that you want to achieve with your business phone system. However, it is advisable to consider cloud-based multi-line phone systems if you want to save more without compromising on the quality, advanced functionalities, and features.

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