Phone System for Accounting Firms: Tax Season Tips

A good phone system for accounting firms does four things in tax season: it lets callers wait in line instead of hitting voicemail, answers common questions before anyone picks up, adds seasonal staff in minutes, and delivers messages and faxes where you already work.

If you prepare taxes or keep the books for other businesses, you know what the next few weeks look like. Clients want to know if you got their documents, when their return will be done and what they owe. Most of the stress comes from a few predictable moments. Plan for those, and the phones become one less thing to worry about.

Here in Georgia the season runs a little longer this year, because the IRS postponed many deadlines to May 1, 2025 after Hurricane Helene, so confirm each client's dates before you give advice. We wrote about what Helene taught local businesses in our post on keeping phones running after Helene.

How Do You Keep Callers from Hearing Voicemail Right Away?

When three people call at once and two of you are on the phone, the third caller should not get voicemail on the first ring. A call queue lets callers wait in line and hands each one to the next person who frees up, using a method you choose, such as taking turns (round robin) or whoever has been off the phone longest. Callers hear hold music while they wait, and a live board shows who is waiting and which staff are free.

If you only have two or three people, a call group may be enough. It rings everyone at once, so whoever is free picks up.

Can Your Greeting Answer the Common Questions?

Yes. Many tax season calls are the same few questions, and your auto attendant (the "press 1 for…" phone menu) can answer some of them:

• Your hours during tax season, especially if they change.
• How to send documents: your secure portal, email or fax.
• Your extension deadline policy, if you have one.
• An option for existing clients and another for new clients.

Keep it short. Callers will listen to fifteen seconds of useful information. They will not listen to a minute of it.

How Do You Add Seasonal Help Without New Phone Lines?

If you bring on seasonal preparers or an extra person at the front desk, add them as users for the season. Each user gets their own line in the system and a voicemail box. With a cloud phone system there is nothing to wire. They can use the Telonium app on a computer or cell phone, or a desk phone. When the season ends, remove the user.

If someone only needs a voicemail box or a place in the directory, a user without a phone (forwarding and voicemail only) costs less than a full user. See the details on our pricing page.

How Do You Handle After-Hours Calls During Tax Season?

Tax season hours are often longer, and they change week to week. Each phone number has its own weekly schedule: days of the week and time ranges, plus an "at all other times" route for when you are closed. Point that route at a recorded after-hours greeting and voicemail. If you open on Saturdays for a few weeks, add a Saturday time range and set a reminder to take it out in May.

Can Clients Still Fax Tax Documents?

Yes. Some clients and agencies still fax. Virtual fax delivers incoming faxes as PDFs by email, so a W-2 or signed form does not sit on a machine in the hall. You can send faxes the same way, several PDFs at once with a cover sheet.

Voicemail to email works alongside it. Each message arrives in your inbox with the recording attached, so you can listen between appointments and forward it to whoever handles that client.

Tax Season Phone Checklist

• Update your greeting with tax season hours and how to send documents.
• Turn on a call group or queue for the front desk.
• Add users for seasonal staff.
• Check that voicemail to email goes to the right inbox.
• Set up virtual fax if you still have a fax machine.
• Return calls from the office number using the app, not your personal cell.
• Put a reminder on your calendar to change your greeting and schedule back when the season ends.

Frequently Asked Questions

Can I Add Staff Just for Tax Season?

Yes. Add a user in the portal when the season starts and remove them when it ends. There is no wiring or new line to order.

Can I Call Clients from Home Without Showing My Cell Number?

Yes. The Telonium app lets you call out on your business number from your cell phone or computer, so clients see the office number.

What If Several Clients Call at the Same Time?

A call queue holds them in line with hold music and hands each call to the next person who is free, instead of sending them to voicemail.

If you would like help setting any of this up, our support team is here Monday through Friday, 9am to 6pm Eastern, at 404-566-8888. Good luck this season.