Care homes depend on reliable phones — for admissions, family updates and urgent clinical coordination. Modern VoIP makes that easier with clear call flows, recordings, alerts and analytics. Below we explain how we configure 3CX or Microsoft Teams Calling for care-home environments, including number porting with zero downtime, safeguarding, and retention.
Key takeaways
- Use time-based IVR, queues and overflow rules tuned to visiting hours and on-call rotas.
- Enable call recording with clear retention and access controls for safeguarding.
- Configure alert & escalation paths (missed call SMS/email, on-call routing, paging).
- Plan staged number porting and keep temporary diverts to guarantee reachability.
- Apply QoS and VLANs so voice is always crisp, even at meal times and shift changes.
Why VoIP fits care homes
VoIP delivers central management, cordless/DECT options, mobile apps for on-call staff, voicemail-to-email, and wallboard visibility for managers. With Teams or 3CX you keep local numbers while gaining flexible routing.
Recording & retention (with consent)
We set role-based access to recordings, retention policies (e.g. 6–12 months), and audit trails. Announcements can advise callers that recording is active. Sensitive lines can be excluded where required.
Alerts & escalation
Missed calls can trigger email/SMS alerts to a duty phone. Urgent lines use priority queues, paging, or ring-all for multiple handsets. Night service profiles adjust routing automatically.
Safeguarding scenarios
- Record and tag welfare/incident calls for quick retrieval.
- Lock down who can access or export recordings.
- Enable caller ID masking when staff return calls from personal mobiles (use apps/softphones).
Zero-downtime number porting
We stage ports in waves, validate ranges live, and keep temporary diverts until calls are flowing. Critical lines move out-of-hours with a rollback plan.
Network & QoS that prevents choppy calls
We prioritise RTP, segment guest Wi-Fi from staff/voice with VLANs, and recommend FTTP or Leased Lines where SLAs are essential. Managed firewalls & security keep things compliant.
Devices & accessibility
Mixture of DECT handsets for carers, desk phones for reception, and wall units for common areas. Apps (3CX/Teams) let managers pick up urgent calls off-site with caller ID preserved.
Costs & savings
Typically lower line rental and call charges vs legacy systems; central admin reduces maintenance visits. We’ll show a clear total cost, reuse what’s sensible, and avoid surprises.
Related guides
FAQs
Can we keep our existing numbers?
Yes. We port your numbers in staged waves and maintain temporary diverts to avoid missed calls.
Do we have to change all handsets?
Not always. We can reuse compatible SIP/DECT devices and add apps/softphones where helpful.
How do you handle training?
Short, role-based sessions plus quickstart guides. Most users are comfortable within minutes.