Chapter 1: Multi-line Phone Systems in 2020

Everything your small business needs to know about multi line phone systems in 2020

This is chapter one of The Ultimate Guide to Small Business Phone Systems. This guide will help you determine what telephone system is best for your company. The three other chapters in this guide are VoIP phone systems, PBX phone systems, and Cloud phone systems.

Read on to see our editorial reviews of the best multi-line phone systems of 2020.

The Best 2-line Phone Systems in 2020

Panasonic-KXTG9582B_2-Line Uniden-DECT4096_2-Line VTechDS6151_2-Line

Panasonic KXTG9582B

Uniden DECT4096

VTech DS6151

The Best 4-line Phone Systems in 2020

VTech-CM18445_4-Line AT&T1070_4-Line _RCA25424RE1_4-Line

VTech CM18445 Main Console

AT&T 1070

RCA ViSys 25424RE1

What Are Multi-line Phone Systems?

Multi-line phone systems improve office communication and productivity by allowing ease of communication with colleagues and customers. Standard telephone systems are designed to carry audio data packets between two parties—one on either end of the line. Multi-line telephone systems, including 2-line business phone systems and 4-line phone systems, are designed to permit multiple people to be on the phone at the same time.

These multiple lines can be external or internal. External lines let you communicate with your customers, while internal lines enable you to communicate with your employees and colleagues. These lines become a “system” because they need to connect to talk with each other. 


Does your company need a multi-line phone system?

Consider getting a multi-line telephone system for your business in the following situations:

  • You are a solopreneur who works from home and you want separate phone numbers for business and personal use. These two lines would become a SOHO (Small Office/Home Office) phone system.
  • You have two or more people who need constant access to a telephone, Customer calls are qualified leads and last on average 4 minutes 7 seconds. For example, you may want a multi-phone line in situations like these:
    • You have at least two customer service representatives and each needs a dedicated telephone number.
    • You and your receptionist need to use the phone at the same time.
    • Your restaurant receives a high volume of calls during the dinner rush.
  • You’ve looked into larger systems, like PBX, and decided that the cost was too high for your sized business.

Private branch exchange PBX is a type of multiline phone system that centralizes the phone system components for many users. This is a scaled down version of a Key System for businesses with 10-50 users. A key system uses a central control device called the key system unit (KSU) to provide more features than traditional lines.

With PBX, phones don’t have a 1:1 connection to physical phone lines. Instead, several phone lines feed into a PBX system, typically housed on premises at a business. From there, the PBX system connects to many handsets and the systems handles the task of switching phone lines and routing calls within an organization and assigns calls to lines automatically. IP PBX, sometimes called VOIP PBX, is another version of PBX that uses the internet, not standard phone lines, to send voice signals.


What will you learn about multi-line phone systems in this chapter?

This chapter will provide guidance on how many lines your small business needs, features you should consider when choosing a telephone system, and leading brands and telephone models to consider. There is also a frequently asked questions section at the end of the chapter.

2-Line Business Phones and 4-Line Phone Systems

Use this easy formula to calculate how many lines your small business telephone system needs:

1 line per employee who needs constant access to a private line
1 line per set of employees who can share a phone for infrequent calls that don’t happen at the same time
1 line per non-human function (like a fax number, a toll-free number, etc.)


Total lines needed

Here are a few examples to help you determine how many lines your small business needs:

2-Line Phone System

Example: Solopreneur who works from home. Has no employees but wants a separate line for business use.

1 line for home

1 line for business

= 2 total lines

4-Line Phone System

Example: Insurance brokerage with two full-time employees and five part-time data entry specialists.

2 lines for brokers

1 line for data entry team

1 line for toll-free number

= 4 total lines

5+ Line Phone System

Example: Realtor office with one owner and three employees.

1 line for owner

3 lines for realtors

1 line for fax

= 5 total lines

21 Features to Look for in a Multi-Line Telephone System

Consider this list of features when shopping for a business phone system. The basic features in this list are typically included with a multi-line phone system. The advanced features aren’t typically included in the base price, but they may be beneficial for your company.

multi-line phone system

Basic Features:

  1. Caller ID – Caller ID shows you the number of the caller, and Caller ID with Name lets you see both the name and number of the caller on your handset’s display unit.
  2. Speakerphone – You can use your office phone system hands-free with the speakerphone feature, available on most standard office telephones.
  3. Mute and Volume Control – Most handsets include mute and volume features, which allow the user to control the volume of the speakerphone, earpiece audio, and ringer, as well as mute the microphone.
  4. Fax Machine Integration – Fax Machine Integration gives you the opportunity to use your existing fax machines and connect them with your multi-line phone system.
  5. Voicemail – Voicemail lets your customers leave messages if you’ve missed their call.
  6. Message Waiting Indicator – With a message waiting indicator feature, the desk phone will flash a red LED light to remind you of any voicemails.
  7. Hold Functionality – Most standard telephones will come with the ability to put callers on hold. When an external call is placed on hold, your customer is presented with hold music, which can be customized on some phones.
  8. Personal Directory – Personal directory is a personal phonebook in each desk phone your company has. Calls can be made from the handset’s directory. The size of this phonebook depends on the telephone you purchase.
  9. Speed Dial Directory – Speed dial makes calling critical numbers easier for your business by storing numbers for easy access and dialing. The size of the speed dial directory depends on the phone models your company has.
  10. Headset mode – Many desk phone system handsets come with a socket to plug a headset into the phone for hands-free communication. This enables you to easily take notes or pull up customer information while you’re on the phone with your customers.
  11. Internal and External Call Transferring – This feature permits an extension to transfer a call to an internal extension or external number.
  12. All Page/Intercom – Paging lets you speak to all phones at the same time through the speakerphone. This intercom function can be used to make announcements or to inform your employees of a waiting call.
  13. Call Waiting – Be notified of an incoming call while you’re already on the line. This feature allows you to use your handset to put one call on hold to answer the second call. Your company won’t miss any calls, and your customers will feel valued by talking to a real person.
  14. Do Not Disturb – In Do Not Disturb mode, anyone trying to call you will be sent directly to your voicemail. This feature is convenient when you’re in a meeting or conducting an interview and are unable to answer the telephone.

2-line phone system

Advanced Features:

  1. Auto Attendant – Auto Attendant greets callers and routes them to the right person or information, 24/7. With this feature, your company sounds larger and more professional.
  2. Wireless Adaptors – Eliminate the need to run wires to each phone in your office with wireless adaptors.
  3. Conferencing – Conferencing provides you the opportunity to connect with clients and employees, even if they’re not in the office.
  4. Included Installation – Many telephones don’t include installation. It’s worth knowing if installation comes included, or if you will need to install your multi-line phone system and handsets yourself.
  5. Customer Support – Ensure that there is a customer service department you can contact and that there are readily available representatives to help solve any phone issues quickly.
  6. Warranty – Warranties on the equipment aren’t always included. Decide if your company needs a warranty on your phone system.
  7. Texting – Texting services enable you to use your existing landline number to text your customers on their mobile device. You can use this feature to schedule and confirm appointments or to offer text-only deals and coupons.


Multi Line Phone Reviews

Top 3: 2 Line Phone System Reviews

Panasonic KXTG9582B 2 -Line Corded/Cordless Expandable Link2Cell Telephone System with Two Cordless Handsets


These phones are popular because of their Bluetooth capabilities which make working from home, talking while driving, and conference calling much more convenient.

 Benefits:  Common Challenges:
  • Ability to connect to your home or office PC and receive calls from Outlook.
  • Expandable up to twelve handsets that can be named to facilitate ease of communication.
  • Handsets have intercoms, speakerphones, and mute options.
  • No hold button on the handset creating the possibility for awkward silences and dead air time.
  • Static noises and poor reception at times affect call quality.
  • Charge stands don’t have removable power cords causing charging inconvenient at times.

Uniden DECT4096 DECT 6.0 Two-Line Cordless Phone with Digital Answering System and Caller ID


These phones are effective with repeat callers because they have a fifty-person phone book and caller ID to track who called and when. Small bank branches or realtors will find value in this product.

 Benefits:  Common Challenges:
  • Expandable up to ten handsets with one base.
  • Intercom and call transfer capability between handsets.
  • Alarm clock and schedule reminders with a do not disturb mode.
  • Handsets are prone to interference, often projecting fuzzy static making it difficult to hear parts of conversations.
  • Handsets struggle for reception away from the base set.
  • Difficult to reach technical support from Uniden.

VTech DS6151 2-Line Cordless Phone System for Home or Small Business with Digital Answering System & Mailbox on each line


These phones are effective for companies with multiple work stations such as a salon, a sales office, or a store with multiple departments. Each line has a separate number and its own mailbox allowing your business to operate seamlessly.

 Benefits:  Common Challenges:
  • Calls are digitized and encrypted protecting them from eavesdropping.
  • Expandable up to 12 handsets using only one phone jack.
  • Ability to call in from anywhere to check voicemails.
  • Exceptional sound quality.
  • Headset does not designate when other lines are in use, you must use the base station.
  • Soft buttons don’t click when pressed resulting in confusion regarding button confirmation.

Top 3: 4 Line Phone System Reviews

VTech CM18445 Main Console – DECT 6.0 4-Line Expandable Small Business Office Phone with Answering System


These phones are effective for companies that experience peak business times during the day and frequently need to place people on hold, like restaurants or pizza shops.

 Benefits:  Common Challenges:
  • Thirty two-number speed dials and 100 name and number phonebook directory.
  • Compatible with one to four telephone lines.
  • Easy to set up and configure.
  • Hardware has a history of malfunctioning.
  • When you pick up the phone and select a different line, the first line is automatically put on hold.
  • Issues with reception and call quality.

AT&T 1070 4-Line Expandable Corded Phone System with Caller ID/Call Waiting and Speakerphone, 1 Handset


These phones work well for small companies that require collaboration. The three-party conferencing and intercom system allow multiple participants to communicate quickly and effectively. Small businesses that require clients to communicate with multiple departments in an interaction benefit from this product.

 Benefits:  Common Challenges:
  • Thirty two-number speed dials and sixteen intercoms.
  • Three party conferencing and speakerphone.
  • Facilitates up to sixteen work stations.
  • 9V battery backup on all four lines.
  • Product doesn’t work on a digital line.
  • DSL subscribers may need to use a DSL filter or splitter.
  • Screen set up and navigation are not intuitive.
  • Call quality varies.

RCA ViSys 25424RE1 4-Line Expandable System Speakerphone with Call Waiting/Caller ID/Intercom


These multi-line phones fit the best in an office setting where everyone has their own work station. The cord feature is convenient for people who spend most of their day at a desk. Small businesses with back office functions benefit most from these phones.

 Benefits:  Common Challenges:
  • Facilitates up to sixteen base stations.
  • Three-party call conferencing and two-way conference recording.
  • Intercom system allows calls to other extensions.
  • Corded phones so the calls are not mobile.
  • Phones sometimes need to be reprogrammed.
  • Issues with hardware over time.
  • Loud beep every ten seconds when someone is placed on hold.

Frequently Asked Questions

How much do multi-line phones cost?

Depending on the telephone and the handset features, 2-line phones usually cost $50–$200, while 4-line phones usually cost $100–$400. You can typically purchase the phone equipment from your local office supply store, phone company or business phone provider.

How much does business phone service cost?

Business phone service costs range quite a bit depending on setup and complexity. They generally start between $50 and $100 a month. You can get Frontier Business phone service starts at a reasonable price, starting at around $30 a month.

What is the range of the phones running wireless?

Many desk phones have cordless phone options that allow you to pick up a dial tone from 40 feet away. This range gives you the freedom to move while communicating with your team and your customers.

What happens if the power goes out?

Depending on the model, your phone system won’t be affected by the power outage if you have at least one handset plugged into a phone jack. You can use that telephone to receive and make calls regardless of the power outage.

Can I call emergency response?

In case of emergency, dial 911. With today’s advanced features, E911 systems automatically track a 911 caller’s call back number and, in most cases, location information. This automatic number identification and location is sent to emergency service personnel, even if you cannot speak this important information. You will receive an automatic callback.

This safety feature happens automatically on standard phone lines and multiline phone systems. If you have a VoIP line, things can get tricky since these types of calls can originate from virtually any internet connection. It can be difficult to get an automatic location identification, if you don’t provide a physical address to your interconnected VoIP service provider. If you do, your physical address will be shared with emergency services just like any other type of phone system and help can be dispatched to your location.

Can I keep my current phone number?

Yes, many providers allow you to transfer, or “port” your existing phone numbers.

Can I hook up a VoIP phone to my standard phone line?

VoIP is different. It uses the internet to handle voice calls. If you have slow internet, it may not be the best option for your business. On the other hand, if you need portability and flexibility, VoIP may be the best option for your business. It’s a flexible phone system that helps small businesses grow and access modern, enhanced calling features they can’t get with standard phone lines. Plans like Ooma office or Frontier AnyWare let you access some features from your computer, as well as your handset or mobile phone. Head on to the next chapter to learn more about VoIP.

How do I enable short code access?

When calling from an MLTS or PBX phone (which often requires dialing 9 to get dial-tone), or a phone with direct access to dial-tone to reach calls to 9-1-1, and other abbreviated dialing or “short code” numbers, the call may not be completed if your telephone system is not programed correctly.

Some MLTS systems (also known as PBX, or by other names), which often require dialing 9 to obtain a dial-tone for an outside line may not be able to reach calls to “short code” numbers such as 2-1-1, 7-1-1, 8-1-1 and 9-1-1. Some callers may have issues with call completion such as false disconnected messages, no dial tone, fast busy or other type of call failure, if the calling path in the equipment has not been correctly programmed for short code numbers.

Call failures may be due to lack of software programming for MLTS or PBX-type systems to recognize the short code numbers such as 2-1-1, 7-1-1, 8-1-1 and 9-1-1. If an MLTS or PBX-type system is not programmed to allow short codes other than 9-1-1, the call will not even reach the carrier’s switch or facilities.

To enable access to services available through short codes, your equipment should be programmed by your equipment provider. Please contact your vendor for assistance. If you purchased your system from Frontier and need assistance with programming, please contact Frontier at 1-800-921-8102 for support and assistance.