In short: Switching to BT Cloud Voice follows a set path: audit your lines and numbers, have BT check your internet connection, choose feature packs, site features and devices, place the order, install the phones, port your numbers on go-live day after the phones are checked, then train users and hand over to ongoing support.
Before you start
A little preparation makes the rest of the project quicker. Gather:
- Recent phone bills for every line and number, including any you are not sure about.
- A list of people who need a phone, and what each person does.
- How calls are answered today: who picks up first, what happens out of hours, and where calls go when nobody answers.
- Your contract end dates, so you can avoid paying twice and know when notice must be given.
- Anything else on a phone line: alarms, lifts, door entry, card machines, fax and franking. See alarm and special lines.
The one rule to remember throughout: do not cancel your existing lines or contract until your numbers have been ported. Cancelling first can lose the numbers your customers know.
Steps 1 to 4: plan and design
- Line and number audit. We go through your bills and list every line and number, what it is for and what should happen to it: port it to BT Cloud Voice, replace it, or cancel it once the move is complete.
- Connection check. Before you order, BT checks whether your internet connection can support BT Cloud Voice. The bandwidth you need depends on how many users you have, and fibre is not always required. Cabling must be at least CAT5e. See internet connection requirements.
- Choose feature packs and site features. Each user gets Basic, Connect or Collaborate. We design your call flow with you: an auto attendant, hunt groups or call queues, greetings and out-of-hours routing, and any extras such as call recording.
- Choose devices and network equipment. Pick desk phones, cordless phones, conference phones and headsets from BT's approved range, or the app only. Phones run on Power over Ethernet or a separate power supply; BT can supply LAN switches with PoE and quality of service if yours are not suitable.
Steps 5 to 7: order and install
- Order. We place the order with BT, including your licences, site features, call plan, devices and number ports. BT's standard licence term is 60 months; see BT Cloud Voice pricing for how the cost is made up. After the order is placed you are told what to expect next and given a go-live date.
- Prepare your network. If you use a non-BT router, settings such as SIP ALG usually need to be turned off, and outbound traffic to BT's service must be allowed. See LAN and firewall settings. On a non-BT internet connection, you deal with your access provider for any access faults.
- Install. BT Cloud Voice is self-install by default, with an engineer install available if you prefer. Phones arrive configured for your users, so in most cases they are plugged in and work. We label devices so everyone gets the right one.
Users who will use the app are set up from the BT Cloud Voice Business Portal and receive what they need to sign in. See BT Cloud Voice login.
Step 8: go-live day and the number port
On your go-live day, the phones are checked to make sure they are all working before your numbers are ported. Then your existing numbers move across to BT Cloud Voice.
- BT says the port can take up to four hours, and is often done in about an hour.
- There may be a short interruption to incoming calls while the port takes place.
- Numbers beginning 01 or 02 can be ported. Non-geographic numbers are checked case by case before the order.
- Your old lines should be cancelled only once the port is complete, and we tell you when.
More detail is on numbers and porting.
Step 9: training
BT Cloud Voice is easy to use day to day, but a little training makes a big difference to how much your team gets from it. BT offers:
- The BT Training Platform, with self-service courses, video tutorials, instructor-led webcasts and one-to-one sessions with an expert.
- On-site training, with face-to-face sessions in your own office, or a blend of the two.
Training covers both administrators (sites and users, auto attendants, hunt groups, call centre features, holiday and time schedules, and music on hold) and users (handsets, hold, transfer, pick-up, do not disturb, directories and the apps). We make sure the people who will manage the system know where everything is in the Business Portal.
Step 10: support afterwards
Once you are live, Forever Communications Limited stays your point of contact. Moves, adds and changes, new starters and leavers, greeting changes and faults are raised with us through our contact form, and we work with BT to resolve them.
BT also publishes user guides for BT Cloud Voice. Our BT Cloud Voice help and support page links to them, alongside our own guides on setting up voicemail and diverting calls.
If you are leaving analogue or ISDN lines, now is a good time to start: the PSTN is due to close on 31 January 2027. See our PSTN switch-off 2027 guide.
Ready to start? Contact us and we will begin with your line and number audit.
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
How long does it take to switch to BT Cloud Voice?
It depends on the number of users and sites, any network work needed and the numbers being ported. We give you a go-live date when the order is placed. On go-live day itself, BT says the number port can take up to four hours and is often done in about an hour.
Will we lose calls when we switch to BT Cloud Voice?
There may be a short interruption to incoming calls while your numbers are ported on go-live day. The phones are checked first, so calls arrive on working phones as soon as the port completes.
Do I need new internet for BT Cloud Voice?
Not necessarily. BT checks your connection before you order. Fibre is not always required as long as you have enough bandwidth for your users, though BT recommends a leased line or business fibre.
Can I install BT Cloud Voice myself?
Yes. BT Cloud Voice is self-install by default, and phones arrive configured. An engineer install, cabling and LAN options are available if you would rather not do it yourself.
When should I cancel my old phone lines?
Only after your numbers have been ported to BT Cloud Voice. Cancelling first can lose the numbers. Also check that nothing else, such as an alarm or card machine, still uses a line.
Is training included with BT Cloud Voice?
BT offers training through the BT Training Platform and on-site sessions. We will tell you what is included in your order and recommend what your administrators and users need.