Business phones

Choose and activate your service

Business numbers, phone plans, Managed PBX and Call Centre are not on sale at the moment. If you already have a phone service with us, it keeps working, and this guide explains how to use it. To hear when they are back, contact us. Compare what each includes in Phone services. When they are on sale, identity verification and number activation happen after ordering; test incoming and outgoing calls before relying on the service.

Prepare

• List the numbers you use, their current provider and the account holder.
• Count the people needing access and the number of simultaneous calls you expect.
• Write down opening hours, holiday handling and where unanswered calls should go.
• Prepare greeting text, voicemail instructions and any menu options.
• Identify whether you need a new phone system, a SIP connection to an existing PBX or only a business number.

Discuss number eligibility, devices, call destinations, charges and any limits before ordering when the service becomes available. Number porting and feature availability need confirmation for your specific setup.

Once enabled

1. Open Phones and check the service status.
2. Confirm the assigned numbers and users match the activation details.
3. Follow the supplied sign-in or device setup instructions. Keep credentials private and grant microphone access only when using calling features.
4. Test one outgoing call and one incoming call before relying on the service for customers.
5. Check the agreed billing and any required account balance.

If the workspace shows a coming-soon or inactive message, contact support about availability. That state cannot be resolved by inventing SIP credentials or repeatedly adding users.

Call flows

The enabled workspace includes a call-flow editor with step types such as Greeting, Menu option, Forward, Voicemail and Hang up.

1. Select the intended number or flow.
2. Add the steps in the order a caller should experience them.
3. Use short, clear greetings and check that every menu option leads somewhere useful.
4. Check forwarding destinations carefully and provide an unanswered-call route.
5. Review Switched on, then choose Save call flow.
6. Call from an external number and test every branch, including unanswered calls.

A saved flow may still need provisioning or team action. Confirm the displayed status and test before assuming it is active.

Message and forwarding

A Splash Nodes number can play a recorded message to callers, then ring any UK landline or mobile you choose. In Phones, under Your numbers, you can set where calls go, how long to ring, what callers hear while connecting and what happens if nobody answers. Under Messages, type what you want said, pick a voice and choose Make message. Changes take effect within about 15 seconds.

999 and 112 do not work on these numbers until enabled. When you add a number to your basket you are asked to confirm you understand this. To enable emergency calls, choose Ask to enable 999 in Phones and book a call with our sales team. Keep another way to call 999 until we confirm.

To manage numbers from your own software, see the Phone API docs.

Problems

Check internet access, microphone permission, device registration, number routing and account status. For one-way audio or dropped calls, note whether it happens on more than one device or network.

Send support the affected number, time and timezone, whether the call was incoming or outgoing, what the caller heard and recent changes. Include a call reference if shown. Do not include passwords, SIP secrets or unnecessary recordings. If the service has not launched for your account, use the availability enquiry route instead.