VoIP (it stands for Voice over Internet Protocol) means that you make calls over the internet rather than over the traditional phone network. And with a cloud-based phone system, your call routing takes place in our internet-connected secure data centre instead of in hardware installed on your premises.

Put these technologies together and you get a cloud-based VoIP system. Why would you want one? How about lower upfront costs, fixed monthly pricing, no maintenance, and automatic updates for starters? Plus, being on the internet means you can manage your system through an online portal wherever you can get an internet connection; and the system easily grows as your business does.

A VoIP phone is just like any other traditional desk phone and will normally operate in the same way. The key difference is how your phone calls travel across the network; with VoIP this is done via an Internet connection instead of the traditional Public Switched Telephone Network (PSTN). VoIP phones will often have a greater array of functionality than their traditional counterparts.

VoIP Phones are now extremely common in businesses across the UK. As they often look similar to traditional phones, you may not even know a business is using a VoIP phone when you see them.

We recommend utilising the latest VoIP phones, such as Polycom VVX601 so that you can take advantages of the latest features they offer, such as video calling and video support.

Plus call monitoring is available when you choose Connect or Collaborate.

Call recording

Easily record inbound and outbound calls – plus download them to your computer. Recording calls is handy for training, checking customer service and keeping accurate records. And because it’s all done in the cloud, there’s no need for any extra equipment.

Call monitoring

Listen in to calls and lend support using VoIP Phone Systems. Supervisors can join a call, discreetly speak to staff at the same time, and even take over the call.

Calls across your system are free so your employees can call each other for nothing.

Yes, you’ll get the same level of clarity as you do with a regular landline (depending on the set-up of your system and the internet connection, call quality may even be better). Calls made over your internet connection take priority over data, so you can be sure that your call quality will be consistent.


When you talk to us about installing a cloud-based phone system, we’ll discuss your current broadband connection to ensure your VoIP calls will be of good enough quality for your business. And if you’re looking for a new broadband connection, we’ll find the right package for your business from our comprehensive range: standard broadband or fibre broadband.

The quality of a VoIP call is the same, if not better, than that through traditional phone lines. VoIP simply requires a reliable internet connection to maintain call quality, which is something that will be assessed by 365 Agency experts if you choose to have the system fitted.

The speed you need basically depends on a couple of things: how many people will be on the phone at the same time; and how much data your business uses.

You might think you need fibre broadband, but this isn’t necessarily the case as a VoIP call only uses a fraction of your broadband’s capacity. All new business broadband connections from BT come with a Smart Hub. Web traffic prioritisation technology within the hub boosts the strength of voice calls over the internet. Which means you could get by with less bandwidth.


Don’t worry about this, though. We won’t place any orders until we’ve talked to you about how your business works, what you want to achieve, what your future plans are, and so on.

We host our cloud-based phone systems across multiple secure data centres, each in a different location. In the unlikely event that one of them has a problem, another takes over.

And when you run a VoIP system with 365 Agency internet access, you’ll get 99.99% reliability from our business broadband and fibre broadband networks. And if you’re making calls over a dedicated fiber internet connection, we’ll give you money back if it isn’t available 100% of the time.

But let’s say your internet connection does have an off day. You can take your IP phones, plug them into another broadband service and carry on as normal, using the same number (note, though that, we’ll only support your cloud-based phone system when you’re using it with the Business equipment and internet connection that we set it up to work with). And, when things are up and running again, re-connect your phones as before and you’re back in business with high quality phone calls.

Or, using the online portal, you could just re-direct your calls to any other landline or mobile.

VoIP call charges will vary from one provider to another but long distance calls are usually far cheaper on VoIP networks than on the PSTN.

How much you’ll pay depends on several different factors so it’s difficult to give you a price just here.

It all depends on which system is best for your business: how many people will be using the system, now and in the future? How does your business work? How many IP phones do you want? What type? What about Feature Packs and call minutes? And so on …

So give us a call and we’ll have a chat about what you need.

There are several ways you can use your mobile with the system.

You can set your mobile to ring whenever your office phone does, which is handy whether you’ve just popped away from your desk or you’re out of the office.

With 365 Agency VoIP Phone Systems you can flip calls between phones. So if you get a call on your Cloud Voice number, say, just as you’re leaving the office to go home, you can flip the call seamlessly from the office phone onto your mobile.

And then there’s the mobile app (for Android and iOS devices).

This turns your mobile into an extension of your phone system. Not only can you answer and make calls, but you’ll also be able to see when people are available to talk, set-up call routing, and transfer calls between colleagues.


With the mobile app you can control your phone system from wherever you are.

First, you’ll need an internet connection and the equipment that comes with it. If you’re looking for a new broadband connection, we can find the right package for your business from our comprehensive range: standard broadband or fibre broadband.

You can use an IP phone as long as it is supported by our systems and this can be automatically provisioned, provided you supply us with your MAC address and IP phone model

We aim to make setting up as simple as possible, which is why you’ll have a team of cloud system experts to call on if you need help.

Our 365 Agency Cloud Phone systems is the simple plug and play option where phones arrive ready to go. Just connect things together and we’ll talk you through how to set it up so it’s right for your business, including help with setting up call handling rules and user profiles.

365 Agency Cloud Phone Systems, which is ideal for the businesses with more than 5 employees, is also a system that you can install yourself, but you’ve also got the option for us to pop in and set it up if you prefer.

Yes.

Security is absolutely crucial.

That’s why the data centres where we host our VoIP phone systems undergo robust audits; it’s why they have everything from firewalls to intrusion detection systems; and it’s why all your data is encrypted, to protect it from cyber-attacks and unauthorised access.

There are very few disadvantages to VoIP, but call quality and reliability can be an issue with less reputable providers. It’s best to go with an established VoIP provider with a track record of good reliability.

SIP stands for ‘session initiation protocol’, and SIP trunking is essentially the protocol which allows telephone systems to communicate within a network via an internet connection, rather than traditional phone lines. SIP allows VoIP calls to commence within businesses, as it begins the process which allows voice and other data to be transmitted between devices.

For starters, everything you need you can get directly from us, making the whole process easy. All the equipment and the internet connections we supply are designed to work together to give you the highest quality of service.

To get you up and running, you’ll have support from our team of VoIP experts who will help you set up the system so it works for how you run your business. They’ll show you how to configure and manage it through the online portal.

And you’ll be able to call our free helpdesk for technical help or advice, whenever you want.

Everything that a Featureline or traditional phone system provides plus more …

Call management features including call forwarding, routing, transfer, screening, caller ID, and voicemail.

Features, such as fully integrated mobile (Android and iOS) and desktop apps, softphone, and call recording.

Broadband is your always-on, high-speed internet connection—delivered over fibre or standard lines to keep you connected 24/7. With 365 Agency, you’re not just getting a line; you’re getting a fully managed connection with expert setup, local support, and speeds that help you work, stream, and connect without interruption.

Everyone—from home users streaming movies to businesses running multiple cloud apps. Our plans are tailored so you never pay for more than you need, and you always have the bandwidth to grow.

Never. All our packages are truly unlimited, so you can browse, stream, and download without ever worrying about hidden caps or throttling—what you pay for is what you get, every single day.

No stress—we provide everything, from a high-spec router to the cabling you need, pre-configured for plug-and-play. You’ll be connected the same day we install, without spending a penny extra on equipment.

Absolutely. Our advanced Wi-Fi routers give you wall-to-wall coverage, so you can work, browse, and stream anywhere in your home or office without dead spots or drops.

100%. Our high-speed packages keep Netflix ultra-HD smooth, Zoom calls crystal clear, and gaming latency low—we build our network for performance, not just speed tests.

Yes—and we back it with a 99% uptime commitment. Unlike budget providers, our speeds stay steady even at peak times thanks to robust infrastructure and intelligent traffic management.

For light use, 30–50 Mbps is fine. For busy homes or growing businesses, we recommend 80 Mbps—and we’ll guide you to the right plan so you never overpay or underperform.

Extremely. Our connections are monitored around the clock, and if there’s ever a fault, our engineers jump on it immediately—no waiting days for a fix.

Packages start at competitive monthly rates with zero hidden extras. We design each plan to give you the fastest speeds for the lowest cost possible without sacrificing reliability.

Absolutely not. No setup fees, no surprise “line rental” charges, no creeping bills—just straightforward, honest pricing.

Yes—and it’s one of our best deals. Bundle broadband with VoIP and save on monthly costs while upgrading both your internet and your phone system in one go.

Just a router and an active line—we supply both, professionally installed and tested to guarantee the best performance from day one.

Most installs are completed within 21 working days—often sooner. If you’re switching from another provider, we handle the changeover so you don’t go without internet.

Yes. From unboxing the router to optimising your Wi-Fi coverage, we do all the heavy lifting so you’re live and ready in minutes.

Yes—our routers include firewalls, encryption, and optional parental controls. We take your online safety seriously and will help configure security features for your exact needs.

Downtime is rare but can occur due to outages or extreme weather. The difference with 365 Agency is that you’ll have immediate, direct access to our support team to get you back online quickly.

None. Connect as many as you like—our routers handle heavy multi-device loads without slowing your network.

Managed setup, honest pricing, and responsive local support. We build for real‑world performance—not just speed tests—so your connection stays fast and stable all day.

Yes, because of our partnership with Openreach, we can offer static IPs, SLAs, traffic prioritisation for VoIP/video, and Wi‑Fi optimisation. Built to keep teams productive.

We offer complete website solutions including design, development, hosting, domain management, email hosting, and ongoing support. Whether you need a basic business site or a fully integrated eCommerce platform, we’ve got you covered.

Our services are perfect for start-ups, small businesses, and established brands that want a professional online presence without the headache of managing multiple suppliers.

Yes—every site is mobile-first, responsive, and tested across devices to ensure a perfect experience for all visitors.

Absolutely—booking systems, eCommerce, live chat, CRM integration, payment gateways, and more can be built in to suit your business.

Yes—with our Full Suite Web Builder package your site will be optimised for search engines from day one, including meta tags, alt text, headings, and fast load times.

We host on UK-based high-performance servers optimised for speed, so your site loads in seconds—boosting SEO and user experience.

We guarantee 99.9% uptime, with daily backups and security monitoring to keep your site safe and accessible.

Basic websites start from £299 one-off + £20/month hosting. More complex builds are quoted based on your requirements—always transparent, no hidden fees.

Only hosting, domain renewals, and optional support packages. You’ll always know exactly what you’re paying for.

Just your business details, branding, and any content or images you’d like to use. We can also provide professional photography and copywriting.

Basic sites can be ready in 7–10 working days. Larger projects have a clear, agreed timeline.

All sites include SSL encryption, daily backups, firewall protection, and ongoing monitoring.

None for most business websites. For specialist functions (e.g., large-scale eCommerce or custom databases), we’ll discuss requirements in advance.

Because we provide everything under one roof—design, hosting, support, SEO, and integration—with no technical headaches.

We work closely with you to tailor your website to your brand, increase engagement, and help you convert visitors into paying customers.

Yes—our ongoing support packages mean you can focus on running your business while we keep your site updated, secure, and performing at its best.

Microsoft 365 is a cloud-based productivity suite that includes Outlook email, Microsoft Teams, Word, Excel, PowerPoint, OneDrive, and more—all accessible from anywhere, on any device.

Perfect for small businesses, large enterprises, and remote teams who need secure, always-available tools for communication, collaboration, and file sharing.

Plans can include Exchange email hosting, Microsoft Office apps (Word, Excel, PowerPoint, Outlook), 1TB OneDrive cloud storage, Microsoft Teams, SharePoint, and more.

Yes—apps like Word, Excel, and PowerPoint can be installed locally so you can work offline and sync changes when you reconnect to the internet.

Absolutely—co-authoring and live document editing lets multiple people work on the same file at the same time.

Microsoft offers 99.9% uptime backed by a financial guarantee, meaning your services are always available when you need them.

Yes—files are stored in secure, encrypted Microsoft data centres, with version history and recovery options.

Plans start from £5.52/user/month for basic email and cloud services, up to £18.10/user/month for the full suite with premium security features.

No—pricing is clear and based only on the plan and number of users you choose.

Most setups are completed within 24–48 hours, including email migration and user onboarding.

Just your domain name and user list—we handle the setup, configuration, and data migration.

All plans include multi-factor authentication (MFA), advanced threat protection, encrypted email, and GDPR compliance tools.

Storage limits vary by plan, and certain advanced security or compliance features may require higher-tier packages.

We don’t just sell licences—we fully manage setup, support, migration, and user training so you get maximum value without the hassle.

Our UK-based support team is here to help with issues, updates, and troubleshooting—no long wait times or ticket backlogs.

Yes—whether you’re a small team or a growing company, we customise your Microsoft 365 setup to match your workflows and security needs.