Business Telephone System Features: Top Ten Most Popular Business Phone System Features
With so many business telephone systems available, choosing the right features can feel overwhelming. At Raw, we’ve created a list of the top ten most popular business phone system features, based on what our customers ask for most often across a wide range of industries.
These features give you a solid starting point to decide which business telephone system features matter most to your business. They’ll also help you set up your phone system in a way that boosts efficiency, improves customer experience, and supports the way you work.
1. Time of Day Routing
This feature tops the list of business telephone system features for a reason—it can transform how you manage incoming calls. You control when, how, and where your business phone rings, based on the time of day.
If you run flexible or extended hours, this tool routes calls automatically to the right person or team. It ensures you never miss important calls, even after hours.
2. Voicemail (Including Voicemail to Email and message transcription)
Business voicemail works like your mobile voicemail—but better. It lets callers leave messages when you’re busy or closed, helping you prioritise responses without unnecessary callbacks.
Add voicemail-to-email, and your messages land straight in your inbox. You can listen to them from your phone or laptop, so you’ll never miss a thing—even when you’re on the move.
3. Auto Attendant (IVR)
Auto Attendant, or IVR (Interactive Voice Response), acts as a virtual receptionist. It guides callers to the right department or extension without needing a human to answer first.
Done well, this feature saves time for both your customers and your team. It’s one of the business telephone system features that adds real value and professionalism to any business.
4. Call Transfer
If your business is growing, call transfer becomes essential. You can send calls between team members, forward them to mobile phones, or direct them to remote workers using the system’s app.
It’s a must-have for any business wanting flexibility and better internal communication.
5. Wireless (DECT, Wi-Fi or Cordless)
Cordless handsets might sound simple, but they make a huge difference—especially for teams on the move. In warehouses, large offices, or areas where cabling is tricky, DECT handsets keep you connected.
Mobility without the mess of wires is a win for productivity.
6. Desktop & Mobile Applications
This is one of the newest and most powerful business telephone system features. With desktop and mobile apps, your team can make and receive calls from laptops, tablets, or smartphones—all while displaying the main company number.
It’s perfect for remote working, field teams, and multi-site businesses.
7. Music on Hold & Welcome Greetings
Your customers form an opinion of your business from the moment they call. That includes what they hear while on hold.
Professional welcome greetings and music on hold set the right tone. They show you care about your brand and your customer’s experience—tinny music or silence just doesn’t cut it.
8. Call Queuing
Call queuing handles overflow when your team is busy. It greets the caller, holds them in a virtual queue, and plays messages or music while they wait.
While common in call centres, queues work just as well for busy offices. You’ll never miss a call simply because no one could answer in time.
9. Call Recording
Recording calls helps train your staff and improve customer service. You can replay calls to identify strengths, fix weak spots, and coach team members effectively.
Call recordings also help resolve disputes and serve as a useful reference for industries that rely on accurate records.
Important: You must inform callers that you’re recording. That’s why many businesses use the standard message: “This call may be recorded for training purposes.”
10. Self-Administration Portal
In the past, you had to contact your provider every time you wanted to make a change. Now, many business telephone system features come with a web portal.
You can add or move users, change greetings, or adjust settings—without waiting (or paying) for someone to do it for you. Unfortunately, some providers don’t mention this because they want to charge for every small change.
At Raw, we believe in giving you control. You can manage your system yourself or use our support team for quick, affordable changes whenever you need help.
Need Help Choosing the Right Features?
These top ten most popular business phone system features cover the essentials, but we know every business is different. Whether you need a simple setup or something more advanced, we’re here to help you find the best fit.
Let Raw take the hassle out of choosing and setting up your business telephone system.
If you would like to book some time to discuss any of these Business Telephone System Features in more detail, please get in touch. Either complete our short solution finder or call us on 0345 121 0206 or email hello@rawcom.co.uk