Having a backup phone line when using VoIP (Voice over Internet Protocol) means your business maintains an alternative way to make and receive calls if your main internet connection or VoIP service goes down. For Australian small and mid-sized businesses, this can be crucial because VoIP relies on your internet connection, and interruptions can stop all phone communications.
Why this matters for Australian SMBs
Phone communication is often the frontline of customer service and internal coordination. If your primary VoIP line fails due to internet outages, power cuts, or technical faults, you risk losing calls from customers, suppliers, or partners. This downtime can directly impact sales opportunities, delay urgent decisions, and harm your reputation. Additionally, if your business handles sensitive information, interruptions might complicate compliance with privacy expectations or industry regulations.
Unlike traditional phone lines that operate independently of your internet, VoIP's reliance on data networks means outages or cyber incidents affecting your internet can also disrupt calls. Having a backup line—whether a secondary VoIP connection on a different provider or a traditional phone line—helps maintain continuity and reduces the risk of lost productivity and customer trust.
A practical example
Consider a 50-person Australian accounting firm using VoIP for all client calls. One afternoon, a regional internet outage disrupts their primary VoIP service. Without a backup, all incoming client calls go unanswered, causing frustration and missed deadlines. Their IT partner had previously set up a secondary VoIP line with a different internet provider and configured call forwarding to that backup line automatically during outages. This allowed staff to continue answering calls with minimal disruption, maintaining client confidence and avoiding financial penalties.
Checklist: What to consider for your backup phone line
- Ask your IT provider: Do you offer a backup phone line service? Is it on a separate internet connection or provider to avoid single points of failure?
- Review SLAs: What are the guaranteed uptime and failover times? How quickly can calls switch to the backup line?
- Test failover regularly: Schedule and document tests of your backup line to ensure it activates correctly during outages.
- Consider call routing options: Can calls be automatically forwarded or redirected to mobiles or other offices during downtime?
- Check cost implications: Understand ongoing costs for the backup line and any call forwarding features.
- Evaluate security: Ensure the backup line and associated internet connections have appropriate cybersecurity measures, such as strong passwords and encryption.
- Internal readiness: Train staff on procedures during phone outages and how to use the backup system.
Next steps
Deciding whether to keep a backup phone line for your VoIP system depends on how critical uninterrupted phone communication is to your business operations. Discuss your business needs and risk tolerance with a trusted managed IT provider or advisor. They can help assess your current setup, recommend suitable backup options, and implement failover processes that align with your budget and operational priorities.