How to Add a New Employee to Your Phone System

To add a new employee to the phone system, create the user in the portal, put them in the right call groups, install the app, record a greeting and make a test call. With a cloud phone system it takes minutes, with no visit from a technician.

A lot of hiring happens in January. New budgets start, busy seasons approach and owners finally fill the role they have been putting off. A new hire's first day goes better when their phone works before they sit down. Here is a routine you can repeat for every new person.

How Do You Add a New Employee to the Phone System?

Add the user in the portal. In your Telonium customer portal, add a user with their name and email address. They get their own extension (their line in the system) and voicemail box. Each user is $24.95 a month, plus taxes and fees; see Telonium pricing for the details.

Decide on a number. Not everyone needs a direct number. Many people only need an extension that callers reach through the auto attendant (the "press 1 for…" menu). A salesperson or account manager may want a number clients can dial directly. One number is included for every two users, and extras are $5 a month. You can pick one on our business phone numbers page.

Add them to the right call groups. Front desk staff go in the group that rings for the main line. Support staff go in the support queue. This is the step most often forgotten, and it decides whether they actually get calls.

Update the directory. If you use the dial-by-name directory, check their name is spelled the way callers will say it.

What Should Happen on the First Day?

Install the apps. The Telonium app runs on Mac, Windows, iPhone and Android. Most people like it on both their computer and cell phone. A desk phone can ring on the same extension at the same time.

Record a voicemail greeting. Name, role and when callers can expect a call back. A default greeting sounds like the line was set up in a hurry.

Check voicemail to email. Confirm messages arrive in their inbox with the recording attached.

Set the 911 address. Every phone and app needs the right street address and suite or floor, which is sent to 911 with the call. If they work from home some days, show them how to update their location in the app.

Make a test call. Call their extension through the auto attendant. Then have them call out and check that the caller ID shows your business number.

Which Phone Basics Should a New Hire Learn?

Spend five minutes on a quick tour. Nobody wants to drop a customer during their first transfer.

• How to transfer a call to a colleague, or straight to voicemail.
• How to put a call on hold.
• How to use intercom or paging, if your office does.
• How to set forwarding when they are out.
• Who to ask when something does not work.

How Do You Remove Someone Who Leaves?

Offboarding deserves the same care. An employee's business number and voicemail belong to the business.

• Remove them from call groups and queues so calls stop ringing a phone nobody answers.
• Remove the user in the portal so their apps can no longer sign in.
• Decide where their number goes. If clients know it, forward it to the person taking over, or keep it on a user without a phone (forwarding and voicemail only, $14.95 a month) that rings someone else.
• Save what matters from their voicemail before you remove the box.
• Update the directory and auto attendant if their name was in a menu.

What Goes on a One-Page Checklist?

• User added, extension and number assigned.
• Added to the right call groups and directory.
• Apps installed, voicemail greeting recorded, voicemail to email working.
• 911 address set.
• Test calls in and out.

Keep it with your hiring paperwork, so whoever handles it while you are on vacation gets it right too.

Frequently Asked Questions

Does Every New Employee Need Their Own Phone Number?

No. An extension reached through the auto attendant is enough for many roles. Give direct numbers to people clients call often.

Do New Hires Need a Desk Phone?

Not necessarily. The Telonium app on a computer or cell phone works on its own, or alongside a desk phone on the same extension.

How Long Does It Take?

Adding a user takes a few minutes in the portal. If you get stuck, our support team is available Monday through Friday, 9 a.m. to 6 p.m. Eastern.