In short: BT Cloud Voice for professional services gives accountants, solicitors and agencies a hosted BT phone system with a receptionist console and busy lamp field, CRM Integrator or Go TAPI to link calls to practice systems, optional call recording for file notes, and the BT Cloud Voice app and Microsoft Teams integration so fee earners use their business number anywhere.
Reception that makes a good first impression
A client's first contact with a firm is often the switchboard. BT Cloud Voice gives your reception team the tools to answer quickly and transfer accurately:
- Receptionist console: an on-screen console that shows at a glance who is free to take a call, so the receptionist can transfer with a click. The standard version supports up to 200 users, and Receptionist small business, a scaled-down version, up to 30
- Busy lamp field: on a compatible desk phone, shows whether a colleague's line is free, engaged or ringing before you transfer
- Shared call appearance: included with Connect and Collaborate, it lets a partner's number appear on their PA's phone as well as their own, so the PA can answer and make calls for them. BT allows up to five devices per user, or up to 20 on Collaborate
- An Auto Attendant for out-of-hours greetings, or a menu that sends callers to departments such as tax, payroll, conveyancing or accounts
- Hunt groups for each team, so a call to the conveyancing team rings everyone in it
Receptionist console, Receptionist small business and busy lamp field are optional extras for users on the Connect and Collaborate feature packs, so you only add them for the people who need them. Hunt groups come with every pack, and the Auto Attendant is a site feature.
Linking calls to your practice systems
Fee earners spend their day in a practice management system, CRM or contact list. BT Cloud Voice CRM integration connects the phone to those systems, and is optional for Connect and Collaborate users:
| Option | What it does | Suits |
|---|---|---|
| CRM Integrator | Click to dial from your system, a screen pop showing the caller's record, and call history | Firms whose CRM or practice system is supported |
| CRM Lite | Works with Outlook and Google Contacts | Firms that keep client contacts in their email system |
| Go TAPI | Connects to business applications that support TAPI 2.0 or 2.1 (TAPI 3 is not supported) | Practice management, accounts and case management software with a TAPI connector |
Compatibility depends on the exact system and version you use, so we check it with you before you order rather than promising a particular product will work.
Call recording and file notes
BT Cloud Voice call recording is an optional add-on for Connect and Collaborate users. You can record a particular call, all of a user's calls, or start recording on demand, and manage recordings in an online dashboard where they can be tagged, categorised and archived.
For professional firms, a recording can back up a file note of instructions given by phone, settle a disagreement about what was agreed, or support training for junior staff. Recordings are personal data under UK GDPR, and often contain confidential client information, so:
- Decide which roles need recording, and whether all calls or on-demand recording fits
- Tell callers that calls may be recorded, for example in your greeting and your engagement letter or privacy notice
- Set a retention period that matches your file retention policy
- Limit who can listen to and download recordings
- If your firm is regulated, check your regulator's rules on recording and record keeping
This is general guidance, not legal advice.
Hybrid working on your business number
Most firms now have people working from home part of the week. BT Cloud Voice keeps the client experience the same wherever the fee earner is:
- The BT Cloud Voice app for Windows, macOS, iOS and Android, included with Connect and Collaborate, makes and takes calls on your business number, with messaging and meetings
- Microsoft Teams integration gives click to call through BT Cloud Voice from inside Teams. A Teams administrator enables it and each user adds the calling app; BT says no dial plan or routing changes and no additional Microsoft licence costs are needed
- Call Director lets people make calls from another phone, such as a personal mobile, while showing the firm's number
- Voicemail to email sends messages to the inbox, so they can be filed with the matter
- Collaborate adds meeting scheduling with call-in audio and personal meeting rooms for client calls
Hot desking, an optional add-on for Connect and Collaborate users, lets a visiting partner or part-time member of staff log in to a shared desk phone and use their own number, features and settings while they are there.
Reporting and client service
Call Analytics, an optional extra on any pack, reports on calls made, attempted, received and missed at company, department, team or user level. Firms can use it to spot missed calls to a department, check that new enquiries are being answered, and plan cover. The Insight package updates every 15 minutes and keeps up to 12 months of data; Report adds customisable report templates, dashboards and scheduled reports with up to 60 months of data; and Report Premier adds live data on queues and agents.
If your firm takes a high volume of new enquiries, call queues with Call Centre ACD can hold callers with a message rather than letting calls go to voicemail.
How Forever Communications Limited helps firms
Forever Communications Limited is a BT Business Partner. For accountants, solicitors and agencies we:
- Map your reception, team and out-of-hours call flows
- Check your practice system or CRM for CRM Integrator, CRM Lite or Go TAPI compatibility
- Set up recording, retention and access in line with your policies
- Run BT's network assessment test, then port your numbers on go-live day; BT says a port can take up to four hours, often about an hour, with a short break in incoming calls
- Train reception and fee earners, and support moves, adds and changes as people join and leave
If you are moving off ISDN or an older phone system, see switching to BT Cloud Voice for the steps. Contact us and ask us for a quote for your firm.
Why buy BT Cloud Voice from Forever Communications Limited
Forever Communications Limited is part of Forever Group and a BT Business Partner. We supply, set up and support BT Cloud Voice for UK businesses, schools, charities and public sector organisations, from a handful of users to multi-site teams.
- A named partner who plans your numbers, call flows, user feature packs and handsets with you
- Number porting managed for you, timed to avoid downtime
- Connectivity checked first, so call quality is right from day one, with BT business broadband and BTnet available if you need it
- Help with the digital switchover, including alarms, lifts, card terminals and other analogue lines
- Training and ongoing support for the apps, Microsoft Teams integration, moves, adds, changes and faults
BT Cloud Voice is a business service. We do not sell consumer or home phone products.
Want a BT Cloud Voice quote for your business?
Tell Forever Communications what you need and we will come back to you by email with options, not a hard sell.
Contact usFrequently asked questions
Can BT Cloud Voice integrate with our practice management system?
Often, yes. CRM Integrator offers click to dial, screen pop and call history for supported systems, and Go TAPI works with applications that support TAPI 2.0 or 2.1. We confirm compatibility for your system before you order.
Does BT Cloud Voice have a receptionist console?
Yes. Receptionist console and Receptionist small business are optional extras for Connect and Collaborate users, showing who is free and letting reception transfer calls with a click.
Can solicitors record client calls on BT Cloud Voice?
Yes, with the optional call recording add-on for Connect and Collaborate users. Recordings are personal data under UK GDPR, so tell callers, set a retention period, limit access, and check any rules your regulator applies.
Can we use BT Cloud Voice with Microsoft Teams?
Yes. The BT Cloud Voice integration adds click to call through BT Cloud Voice inside Teams. BT says no dial plan or routing changes and no additional Microsoft licence costs are needed. Each user needs the BT Cloud Voice app, which comes with Connect and Collaborate.
Can staff working from home use the office number?
Yes. The BT Cloud Voice app on a laptop or mobile makes and takes calls on the user's business number, and Call Director shows the business number when calling from another phone.