Transitioning to VoIP from a Key-Line Phone System

Key-line phone systems—widely used in the 1980s—relied on multiple physical phone lines connected directly to each phone. Each line had its own lighted button, which users pressed to place calls on hold or retrieve them. While simple, these systems offered limited features and required extensive wiring, which is why they are now being phased out.

Modern phone systems work differently. Instead of physical lines, calls are routed through internal extensions and an auto-attendant. This structure is far more scalable and offers significantly more capability, but it may require an adjustment period for those accustomed to traditional key-line behavior.

Hold, Park, and Transfer Functions

One of the biggest differences from older systems is that phone extensions no longer have direct access to “lines.” In VoIP systems, there are calls, not lines—so placing a call on hold makes it private to your phone only. No one else can pick up a call you’ve placed on hold.

To bridge this gap, we provide a feature called Call Park, which simulates the shared “hold” behavior of key-line systems. Parking a call places it in a shared slot that is visible on all phones, allowing anyone in the office to pick it up.

The modern method of sending calls to another user is a Blind Transfer (often simply called “transfer”). You press the transfer button, enter the extension, and the call is sent directly to that user. If they are busy, the call routes to their voicemail.

Although these features make the transition easier, modern systems will still feel different from key-line setups. An open mind and a willingness to adapt to new workflows will help ease the adjustment.

Feature Summary for Key-Line Users

If you’re transitioning from a key-line system to WebFones, this quick feature guide may help clarify how familiar actions translate into the new system.

HOLD

Placing a caller on hold keeps the call private to your phone. Others cannot pick it up. While a call is on hold, you can check user availability via intercom or busy lights. Once ready, you may resume the call and transfer it as needed.

CALL PARKING

Parking a call acts like a global hold—anyone in the company can retrieve it. Since most phones have only a few park slots, this should be used sparingly. Park calls when you need to page someone or when another person must pick up the call. If it’s not urgent, it may be better to send the caller to voicemail.

DND (Do Not Disturb)

When users are at their desk but unavailable, enabling DND sends calls directly to voicemail and prevents interruptions.

TRANSFER

When you know who the call is for, simply transfer it. The call will either ring the intended user or go to their voicemail if they are busy or unavailable.