{"id":10592,"date":"2026-09-09T03:45:35","date_gmt":"2026-09-09T01:45:35","guid":{"rendered":"https:\/\/www.winet.ch\/2026\/09\/softphone-fuer-unternehmen-richtig-einsetzen\/"},"modified":"2026-09-09T03:45:35","modified_gmt":"2026-09-09T01:45:35","slug":"softphone-fuer-unternehmen-richtig-einsetzen","status":"publish","type":"post","link":"https:\/\/www.winet.ch\/en\/2026\/09\/softphone-fuer-unternehmen-richtig-einsetzen\/","title":{"rendered":"Using Softphones Effectively in a Business Setting"},"content":{"rendered":"

The workplace is no longer automatically where a desk phone is located. Employees make calls while working from home, between appointments using their laptops, or directly from Microsoft Teams. A Softphone for Businesses<\/strong> turns these devices into a professional telephony workstation\u2014complete with a business number, availability rules, and centralized control via the phone system.<\/p>\n

The advantage isn\u2019t just that there\u2019s no need for hardware on the desk. What\u2019s crucial is that customers and partners can continue to call a familiar phone number, calls are routed correctly, and employees remain professionally accessible regardless of their location. For this to work, you need more than just an app: a suitable PBX, a reliable internet connection, clearly defined permissions, and an operational model that fits the company\u2019s needs.<\/p>\n

What a Softphone Must Be Able to Do in a Business Setting<\/h2>\n

A softphone is telephony software for PCs, Macs, smartphones, or tablets. It connects to the phone system via SIP or an integrated collaboration platform. Employees can use it to make calls using their business phone number, answer calls, put calls on hold, forward calls, and start conference calls. Depending on the solution, it may also include presence information, phone directories, chat integration, and CTI features.<\/p>\n

For businesses, the difference between a personal calling app and a professional softphone is crucial. The business identity must be maintained. When calling a customer back, you shouldn\u2019t appear with a personal cell phone number. Likewise, business hours, call queues, call forwarding, IVR menus, and group calls must continue to function\u2014even when the person isn\u2019t currently in the office.<\/p>\n

A good softphone is therefore not tied to a single user, but rather to the PBX\u2019s overall communication logic. The extension number, permissions, and call forwarding settings follow the employee to whichever device they are using. This reduces the need for custom solutions and prevents calls from being routed to the wrong channel.<\/p>\n

Softphones for Businesses: The Business Benefits<\/h2>\n

The most significant use case is flexible accessibility. New employees can be set up on a physical device without any wait time. Temporary workstations, external project teams, or seasonal teams can be connected much more easily. As the company grows, an additional extension is provided as a license and configuration, rather than requiring complex cabling at the new location.<\/p>\n

This also offers an advantage for organizations with multiple locations. Instead of maintaining different local phone systems, a central cloud PBX can manage rules, phone numbers, and users. An employee in Zurich, a colleague working from home, and a sales team in Germany can all use the same telephony system. Callers can reach the organization consistently.<\/p>\n

Softphones also help control costs. Fewer desk phones can reduce the initial investment, especially for workstations without a fixed location. However, this does not mean that hardware is becoming obsolete. Reception desks, hotlines, production areas, and shared desks often continue to benefit from high-quality IP phones with dedicated function keys. In many companies, a hybrid approach is the most sensible solution: softphones for mobile and hybrid roles, and desk phones for stationary workstations.<\/p>\n

Properly Classifying Microsoft Teams as a Telephony Channel<\/h2>\n

For many companies, Microsoft Teams is their everyday collaboration platform. Chat, meetings, and files are already available. The next logical step is to integrate external phone services: Employees make calls from Teams<\/a> using their business phone number and answer calls from the public telephone network directly in the Teams client.<\/p>\n

Technically, there are different ways to achieve this. Some models require additional Teams add-ons or a separate session border controller with additional licenses. This can be useful if you want to continue using an existing infrastructure or if specific regulatory requirements apply. However, it often increases the coordination effort, costs, and the number of systems involved.<\/p>\n

Native integration of a PBX and Microsoft Teams can simplify operations. Phone numbers, extensions, call forwarding, and groups remain manageable within the PBX, while Teams serves as the user interface for telephony. With Winet, the Ayrix PBX can be connected directly to Microsoft Teams\u2014without a separate Teams add-on and without SBC components that require licensing fees. Whether this approach is suitable depends on the existing environment, the desired features, and the migration path.<\/p>\n

Teams does not automatically replace every PBX function. A professional phone system remains particularly relevant when complex IVR structures, call queues, multiple companies, different locations, DECT, door intercoms, or CRM and ERP integrations are involved. The challenge is to integrate collaboration and telephony in such a way that employees have a simple user interface, while the business logic continues to run smoothly in the background.<\/p>\n

These features are key when choosing<\/h2>\n

Not every role requires the same set of features. For a small business, it may be enough to answer calls on the main line and transfer them to colleagues. A sales team often needs an online status indicator, Click-to-Dial<\/a> and CRM integration. A customer service system needs queues, automated announcements, supervisor functions, and insightful analytics.<\/p>\n

Therefore, start by reviewing the call flow rather than just the app interface. Where do calls go? Who handles them when you\u2019re away? Which phone number should be displayed when calling back? Are calls documented, recorded, or forwarded to a ticketing system? The answers to these questions will determine the requirements for the PBX, softphone, and integrations.<\/p>\n

Phone books and contacts deserve special attention. A softphone only reaches its full potential when employees can quickly find customers, suppliers, and internal contacts. Integration with LDAP, Microsoft 365, or a CRM system reduces data entry errors and saves time. CTI is also relevant for many teams: Clicking on a number in the CRM initiates the call, and incoming calls open the corresponding customer record.<\/p>\n

Voice quality is a network issue<\/h2>\n

A softphone can only make calls as well as the network allows. Insufficient bandwidth, unstable Wi-Fi, or a lack of prioritization can cause delays, dropouts, and choppy calls. This has a direct impact on customer perception\u2014even if the phone system and software are set up correctly.<\/p>\n

For reliable VoIP telephony, voice traffic should be prioritized on the network. Quality of Service, separate networks for guests and company devices, and thoughtfully planned Wi-Fi coverage are typical components. If you have multiple locations or remote workstations, it\u2019s worth reviewing your Internet connections and the paths through which voice data is routed.<\/p>\n

Headsets are also often underestimated. A good, certified USB or Bluetooth headset improves clarity and concentration more effectively than many software settings. For roles with a high call volume, comfort, noise cancellation, and a reliable mute function should be factored into the purchasing decision.<\/p>\n

Plan for Security and Data Protection from the Start<\/h2>\n

Telephony transmits personal data, contract information, and, at times, confidential conversations. Therefore, signaling and voice data should be encrypted. Secure SIP configurations, appropriate firewalls, and a properly configured session border controller protect the connection between end devices, locations, and the telephony platform.<\/p>\n

However, the greatest risks often arise in everyday situations: shared passwords, personal devices without screen locks, overly broad administrative privileges, or uncontrolled call forwarding. Role-based permissions and a clear onboarding and offboarding process are therefore essential. When an employee leaves the company, softphone access, Teams assignments, mobile devices, and call forwarding must be reviewed promptly.<\/p>\n

When it comes to call recordings, here\u2019s what you need to know: They are not a standard feature that can simply be enabled. Companies must define the purpose, access, retention, and legal requirements. Recording can be useful for quality management or documentation. Without clear rules, it can quickly become a data protection and operational risk.<\/p>\n

Plan a seamless rollout<\/h2>\n

The transition to softphone telephony works best as a controlled migration. First, phone numbers, extensions, groups, voice prompts, and existing call forwarding rules are documented. This is followed by a pilot program with representative users\u2014such as reception, sales, back office, and IT. This allows any differences between workstations to be identified early on, before the entire organization is migrated.<\/p>\n

The porting of existing phone numbers should be planned well in advance. Customers shouldn\u2019t have to learn new numbers just because the technology behind the scenes is changing. At the same time, a brief, practical training session for employees is crucial. They should know how to transfer calls, manage their availability, select the correct output device, and get help in case of malfunctions.<\/p>\n

A softphone for businesses is effective when it appears simple to employees and remains manageable for the IT department. By planning the phone system, Teams, phone numbers, network, and security together, you\u2019re not creating yet another standalone solution, but rather a communications environment that can grow alongside your business. The most sensible next step is to take stock of your current call flows\u2014because that\u2019s exactly where you\u2019ll see which features are truly needed.<\/p>","protected":false},"excerpt":{"rendered":"

A softphone for businesses connects landline numbers, Teams, and remote work. Here's how to choose the right features, security, and operations to meet your specific needs.<\/p>","protected":false},"author":0,"featured_media":10593,"comment_status":"","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[35],"tags":[],"class_list":["post-10592","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aktuelles"],"acf":[],"yoast_head":"\nSoftphone f\u00fcr Unternehmen richtig einsetzen | Winet<\/title>\n<meta name=\"description\" content=\"Ein Softphone f\u00fcr Unternehmen verbindet Festnetznummer, Teams und mobile Arbeit. 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