In busy UK restaurants, missed calls equal missed covers. Modern VoIP with auto-attendant (IVR), call queues, message-on-hold and voicemail-to-email keeps reservations flowing, reduces no-shows, and helps managers call back quickly. Works with desk phones, DECT and softphone apps.
Key takeaways
- IVR greets every caller and routes to bookings, takeaway or private dining.
- Queues hold callers at peaks with position messages and specials on message-on-hold.
- Voicemail-to-email sends missed calls to managers for rapid call-backs.
- Opening hours & holidays apply automatically with emergency closures when needed.
- Wallboards & reports show answer rates, wait times and missed calls by daypart.
Design a bookings-first call flow
- Auto-attendant with clear options (Bookings, Collect, Allergens, Speak to Manager).
- Rota-based routing sends calls to on-duty hosts; overflow to voicemail or duty mobile.
- Holiday messages, bank holidays and special menus scheduled in advance.
Queues, message-on-hold & promotions
Keep callers engaged with queue position updates and short promos (set-menus, early bird, allergy info). Short, friendly scripts reduce drop-offs and protect bookings at peak service.
Voicemail-to-email & alerts
- Missed calls create emails/app alerts for call-backs.
- Duty mobiles can receive SMS alerts after hours.
- Callback lists help fill late cancellations and reduce no-shows.
Devices, apps & training
- Reception handsets with sidecars for quick transfer to tables/sections.
- DECT for floor managers; softphones for remote reservations teams.
- One-page quickstart guides speed up onboarding for new staff.
Analytics & reporting
Wallboards show answer rates, speed to answer and missed calls. Weekly reports reveal patterns by day and hour so you can staff accordingly and protect revenue.
Related guides
Recently asked questions
Can callers still reach us if the line is busy?
Yes — queues keep them on hold with updates and music. If thresholds are exceeded, calls overflow to voicemail or a duty mobile.
Do we need new phones?
Not always. Many existing SIP handsets work. We also provide DECT and softphone apps for flexibility.
How do we handle allergy information?
Add an allergen info option in the IVR and provide a short recording that directs callers to the venue’s allergy policy page.
Will migration disrupt service?
No — we plan a zero-downtime migration with overlap, test numbers and out-of-hours cutover. Temporary diverts make sure no calls are lost.