Phonelines

Telephone lines are used to deliver landline telephone service and Digital subscriber line (DSL) phone cable service to the premises. 

Standard and internet phonelines

The two common types are:

• POTS (Plain Old Telephone System) Lines: These are analogue lines which allow one call per line. Can be used singly or combined for a multi-line system with a PBX (exchange). It has been reported that BT is planning to transition all of its customers to internet-based voice calls by 2025.
• VoIP (Voice Over Internet Protocol) – also known as internet telephony, IP telephony, or broadband phone – is a way of making phone calls that doesn’t use a traditional phone line, and instead uses the internet. Usually, one of thre methods will be used: (1) A phone and a VoIP adapter; (2) A computer; or (3) A Smarttphone app. Read more at VoiP pros/cons, choices and information (BroadbandChoices.co.uk).

Future disconnection

• BT estimated in 2021 that the Public Switched Telephone Network (PSTN) would be disconnected by 2025. Pharmacy contractors will need to ensure they connect their phones into an internet connection (Voice Over Internet Protocol (VOIP)) and consider contingencies when internet is lost

Top tips

In the event of a pharmacy teanm receiving many phonecalls, pharmacy teams may consider making adjustments to their phoneline setup. Consider:

• Including an automated introduction and directing callers to the pharmacy website for commonly required information e.g. opening hours
• Making use of an Auto Attendant or VOIP system which ensures that patients can leave a message if the main phoneline(s) are busy (instead of receiving an engaged tone)

Further info

If you have queries on this webpage or you require more information please contact it@cpe.org.uk. To share and hear views about digital developments with like-minded pharmacy team members, join the CP Digital email group today.

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