Why a Business Phone System Needs Good Documentation

A phone system can become difficult to change when its logic exists only in someone's memory.

Document the important pieces

Record numbers, extensions, users, auto attendants, call queues, schedules, forwarding rules, emergency information and provider details.

Document the exceptions

Special routing is often where problems occur. If a holiday schedule or emergency route exists, document why it exists and when it should be reviewed.

Documentation helps provider changes

When moving between providers or changing platforms, good documentation makes it easier to identify what must be recreated.

It protects the business from staff changes

If the person who originally configured the system leaves, the organization should not have to reverse-engineer it.

Good documentation is not bureaucracy. It is part of making the communications system supportable.