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5 Virtual Phone Features You’re Not Using (And Why You Should)

Virtual phone systems come with an array of benefits that make them appealing to plenty of business owners. They are much less expensive for businesses and they can be added through a quick install app on employees’ personal phones instead of requiring the business to purchase additional devices. 

High-quality virtual phone systems also come with a number of additional features that are directly advantageous to businesses, offering more functionality that can help with everything from creating more branded customer experiences to providing new ways for customers to interact with your team.

Wondering if you’re getting the most out of your virtual phone system? Make sure that you’re taking advantage of these 5 virtual business line features that you’re probably not using, but should! 

1. Dynamic Caller ID 

Virtual business phone apps are more versatile than many traditional phone lines, and there’s perhaps no stronger example than dynamic caller ID.

At Tresta, for example, you can choose what phone number you want customers to see when you call them. You may want them to only see your business’s generic phone number, for example, instead of seeing a specific account manager’s individual business phone number. 

This works both ways, too. When you get an incoming call, you’ll see which business number the customer called so you’ll know exactly how to answer. 

This feature allows you to offer better, more personalized service right from the get-go, and it makes it easier for employees of small businesses who wear multiple hats to do so effortlessly. 

2. Schedules 

Naturally, your business has off-hours, and people will go on vacation. Setting up schedules before you need them prevents anything from being forgotten.

If someone is always unavailable from 2-3 while they pick their children up from school, for example, they can have calls routing directly to another team member at that time. 

In addition to routing calls to different end destinations, you can also set up different greeting messages to be played at set points of the day. You can, for example, have a greeting that alerts users to your operating hours when you’re closed and gives them instructions for what information to share in a message. 

3. Call Recording 

Call recording is a valuable asset for any business. If you call most large corporations, you’ll typically be informed that the call may be recorded for quality assurance purposes.

Call recording allows you to instantly record important conversations. Not only does this give you a chance to use the recordings for quality assurance, but you can also use the calls to recall important information and protect your business, too.

4. Ring Groups 

When someone calls the number assigned to your customer service team, is the call directed to only one phone number? If so, you’re missing a valuable opportunity to take advantage of ring groups.

Instead of having only one person’s phone ring, you can set up ring groups so that every time someone calls the customer service line, every customer service representative’s phone rings. This ensures that the call is answered faster and your customer gets the help they need without waiting. 

5. Analytics 

Do you know how much time your customer service department actually spends on the phone with each client? Or how long internal conference calls take, or which team members successfully take more calls than others?

Virtual phone systems offer real-time analytics about what’s happening with your business calls and can be a major asset to businesses. You can see call summaries and trends, and you can also assign individual phone numbers to different marketing channels to track which are most effective at driving calls (and leads!) to your business. 


Virtual phone systems offer features that are native and simple to use. Most businesses are already taking advantage of tools like call routing, call menus, and extensions, but forget about using those like ring groups, analytics, and dynamic caller IDs.

When choosing a virtual business phone system, make sure that you’re looking for one that offers a number of features designed to increase functionality for your team while improving the customer experience.