If someone has told you to "sort out the business phones," it can feel like you've been handed a technical project you're not qualified for. You haven't. Changing business phone provider is normally a straightforward process, and the new provider does almost all of the technical work. Your main job is giving them some basic information and making a few decisions.
What normally stays the same: your phone numbers, your customers (they keep calling the same numbers), and your current phone service, which usually keeps working while the new one is being set up. Your role is generally to provide information and approve decisions, not to configure anything yourself.
What actually happens, step by step
Every provider does this slightly differently, but a straightforward small business migration normally follows the same shape. Here's what to expect.
Step 1: You tell the new provider what you have
Usually just your current provider, your existing phone numbers, roughly how many staff need a phone, how many locations you have, and a basic idea of what you need. You're not expected to run a technical audit of your own phone system before you contact anyone.
Step 2: The provider recommends the setup
The provider works out which phone service suits your business, how many users or extensions you need, which phones or apps to use, how calls should be answered, and how your existing numbers will move. This is the provider's job, not yours.
Step 3: The new system is prepared
Normally, the replacement service can be set up before your old service is touched. This includes creating user accounts, programming phones, setting business hours and voicemail, setting up how calls are grouped or answered, and testing that everything works. Again, this is the provider's work, not something you're expected to do yourself.
Step 4: Your existing numbers are moved
Your existing phone numbers are transferred from your old provider to your new one, a process usually called number porting. Don't cancel your existing phone service yourself before this transfer is complete, unless your new provider specifically tells you to.
Step 5: The new service goes live
The provider should coordinate the changeover. Staff may need to plug in a replacement phone, sign into an app, or follow a short set of instructions. For most people, that's the extent of what's asked of them.
Step 6: Old services are closed
Only after the new service is confirmed working and your numbers have transferred successfully. Closing the old service too early, before the transfer is confirmed, is one of the few genuine mistakes to avoid, which is why it's worth waiting for your provider's confirmation rather than cancelling on your own timeline.
What does the new provider normally do?
- Recommend the right service for your business
- Configure the phone system
- Create users and extensions
- Set up call routing and business hours
- Configure voicemail
- Set up reception and call groups
- Arrange the transfer of your existing numbers
- Supply or configure phones if needed
- Coordinate the changeover
- Test the service
- Provide login details and instructions
- Help resolve any problems during the migration
You are not expected to design or build the phone system yourself.
What will I need to provide?
Keep this deliberately simple. Providers usually ask for:
- Current provider: for example Telstra, Optus, Commander, Vocus, another provider, or you're not sure
- Phone numbers: your main business number plus any other important numbers. If you don't know all of them, that's okay, your bills or provider records can usually help identify them
- Roughly how many staff need to make or receive calls
- How many locations: one office, multiple offices, or office plus remote staff
- How calls work today: does reception answer everything, do calls ring several people, do customers select options, does anyone work remotely
Your current phone bill can help too, but it's not mandatory to start an enquiry.
Things you do not need to know before asking for help
You don't need to know what SIP is, what PBX means, your NBN connection type, how number porting technically works, what phone hardware to buy, or how to configure extensions.
If you know who currently sends the phone bill and roughly how many people use the phones, that's enough to start.
Will our phones stop working?
A properly planned migration is designed to minimise disruption. Normally, the new service is prepared first, your existing service stays active in the meantime, the new setup is tested, your number is transferred, and only then is the old service closed. Every migration is a little different, so it's worth asking your provider to confirm the exact changeover process before you agree to anything. This is a managed, low-risk process, not a risk-free one, and no provider can honestly promise zero disruption.
Can we keep our existing phone number?
In most normal provider changes, yes. Existing Australian business phone numbers can usually be transferred to a new provider. Some unusual legacy services or account arrangements may need extra work, which a competent provider should identify before the change goes ahead. Changing provider does not normally mean changing the number your customers already know.
How much work is this for me?
For a straightforward small business migration, most of the technical work sits with the provider. Your role is mainly to provide information, answer a few questions, approve the setup, coordinate staff if needed, and confirm calls are working once it's live. This shouldn't become your second job.
Do I need our IT company involved?
Often not, for a basic cloud phone migration. Your phone provider may want to coordinate with IT where there's a more complex network, firewalls, managed switches, multiple offices, or integrations with Microsoft Teams, a CRM, or other business systems. If IT involvement is needed, your provider should tell you what they need from them. Working out whether that's necessary is the provider's job to assess, not something you need to determine technically yourself.
Questions to ask a new provider
Before agreeing to anything, it's reasonable to ask:
- Can we keep all our existing numbers?
- Who handles the number transfer?
- Will our current phone service stay active while the new system is prepared?
- Who configures the phones and call routing?
- Is any IT work required from us?
- What equipment needs to change?
- What are the setup costs?
- What is the ongoing monthly cost?
- How long is the contract?
- Who do we call if there's a problem during the change?
What happens if you ask us for help?
1. Send us the basics. Tell us who you're with, roughly how many people use the phones, and what you're trying to change or fix.
2. We help you understand your options. We'll explain the sensible options in plain English.
3. You decide what happens next. Your details aren't shared with any provider unless that's clearly part of what you've agreed to.
4. If you choose to proceed, the provider handles the technical setup and migration, using what you've told us.
Want to compare your options first? See our full guide to the best phone systems for small business.
Want the technical detail on exactly how number porting works and how long it takes? Read the full number porting timeline guide.
Will we lose our main phone number?
Normally, no. Existing Australian business numbers can usually be transferred to a new provider, so customers keep calling the same number.
Do I need to understand VoIP, SIP or PBX to organise this?
No. Your new provider handles the technical setup. You need to know who your current provider is and roughly how many people use the phones, that's enough to start.
Will our phones stop working during the change?
A properly planned migration is designed to minimise disruption. The new service is normally prepared and tested before your existing service is switched off. No provider can honestly promise zero downtime, but a well-run migration keeps it to a minimum.
Do I need to cancel our old phone service first?
No, and you generally shouldn't. Cancelling the old service before the number transfer is confirmed is one of the few genuine mistakes to avoid. Wait for your new provider to confirm the transfer is complete.
Will I have to configure the phone system myself?
No. Setting up users, call routing, voicemail and phones is normally the provider's job. Staff might need to plug in a new handset or sign into an app, but that's usually the extent of what's asked of them.
How long will this take, and how much of it is my job?
Timelines vary by provider and how many numbers need to be transferred. Your own time involvement is usually limited to providing information, answering a few questions, and confirming things are working once the new service goes live.
Tell us who you're with now and roughly how many people use the phones. We'll help you understand the simplest next step, free, with no unexpected sales calls.
Help me work out what we need