Cloud PBX rollout for an attorney with two practices and a virtual receptionist service

Maree Gouws had been using Cisco handsets connected to a cloud PBX environment. The handsets were still in good condition, so replacing everything would have added unnecessary upfront cost.

The client also had a second practice that needed to be part of the same communication setup. This made a cloud PBX a strong fit: instead of treating each practice as a separate phone environment, both could operate on the same platform, with simple call transfers between the two.

There was also a staffing pressure. The practice had experienced issues with their receptionist being on long-term sick leave, so they needed a reliable way to keep calls answered and routed without placing extra strain on the team.

InspireTel recommended a Yeastar cloud PBX system for the practice. Before making hardware changes, we checked whether the existing Cisco handsets could be reused. There were no compatibility issues, which meant the client could keep using handsets that were still working well while gaining the benefits of a modern cloud PBX.

The second practice was then brought onto the same cloud PBX system. This is one of the practical benefits of a cloud-based solution: different offices or practices can work together more easily, without needing separate, disconnected phone systems.

InspireTel also worked with Virtual Office, which provides a virtual office receptionist service. For Maree Gouws, this was a strong match because it addressed the receptionist gap while keeping the call experience professional and consistent. InspireTel and Virtual Office coordinated the process so the phone system and receptionist service worked together from the start.

The project was not only about moving the client onto a new phone platform. It also required practical coordination with third parties, including Virtual Office and fibre-related providers.

InspireTel assisted with communication around the fibre transition and made changes on the local network where needed. This hands-on approach is important in real-world SME environments, where a voice system depends on more than just the PBX. Connectivity, network setup, handsets, routing, and user behaviour all affect the final result.

The client went live in March 2016. Their feedback by email described the transition as “smooth and faultless”, which was a strong endorsement of the planning and coordination behind the rollout. The solution has continued to work well for them, combining a modern cloud PBX, reused hardware, two-practice call handling, and a virtual receptionist service in one practical setup.