Do I need desk phones, or can I use apps only?

When apps alone work well

The desktop app runs on Windows and Mac and the mobile app on iOS and Android. Calls, voicemail, transfers and presence work the same way on each. Apps can be added to a user at any time, so an app-only start does not prevent adding phones later.

• Staff already work at a computer with a headset, such as office, sales and support roles.
• Remote or hybrid teams where a desk phone would sit unused part of the week.
• Businesses that want to avoid buying and cabling hardware.
• People who move between desks, sites and the road and need one number everywhere.

When a desk phone still earns its place

• Reception and front counters where a phone must be answered by whoever is there.
• Shared spaces such as warehouses, labs, kitchens and meeting rooms.
• Staff who do not use a computer or who find a handset faster.
• Environments where a laptop closing, sleeping or rebooting would interrupt calls.
• Cordless handsets for people who move around a building.

Mixing both on one extension

An extension can ring a desk phone and the apps at the same time. A receptionist might answer on a handset during the day and on the mobile app when covering after hours. A manager might keep a desk phone for the office and use the mobile app when travelling. The system treats them as one user, so voicemail, call history and settings stay in one place.

If you own IP desk phones already, tell your specialist the make and model. Some can be reused; see the devices article.