Expectations and key considerations for the system management and network capacity and configuration for telephony in schools
Part of Education digital standards
The standards below set out the core principles for implementing a telephony solution to ensure schools have reliable and secure communication systems to support administrative, operational and safeguarding needs. These include ensuring that the wider network infrastructure can support the chosen VoIP system, particularly in relation to bandwidth, quality of service (QoS), and overall network resilience.
By following these standards, schools can implement a robust telephony system that meets operational demands and supports effective communication with learners, staff, families and wider stakeholders.
Schools should consult their local authority before selecting or deploying a VoIP solution. This ensures alignment with existing services, technical support arrangements and data protection requirements. Effective planning and configuration are essential to ensure that VoIP operates reliably within the wider school IT network.
Schools should also refer to the planning and management guidance and the network infrastructure standard to understand how VoIP interacts with other digital services.
G1. schools to have a VoIP system that is managed
Schools should use a managed VoIP telephony system that operates over the school’s network and internet connection.
VoIP can offer cost savings and improved flexibility, however, a wide range of systems are available. Schools should ensure that the solution selected is appropriate for their operational and safeguarding requirements.
Local authorities or approved education technology support partners should provide advice, support and, where appropriate, centrally managed solutions. Engagement with these partners ensures that VoIP implementation aligns with existing infrastructure, technical support arrangements and data protection requirements.
G2: schools’ network infrastructure and internet bandwidth is sufficient to support reliable VoIP communication
Schools should ensure that network infrastructure, internet bandwidth, routing and firewall configuration can support the maximum expected number of concurrent VoIP calls without adversely affecting learning, teaching or administrative activities.
Where bandwidth allows, Quality of Service (QoS) should be configured to prioritise voice traffic. Correct configuration reduces the risk of call dropouts, latency and poor audio quality and ensures reliable performance alongside other critical digital services.
Effective planning and configuration are essential to ensure that VoIP operates reliably alongside other digital services used across the school.
G3: schools to provide VoIP access via user devices, with handsets, powered by power over ethernet (PoE), deployed where operationally required
VoIP services do not require dedicated handsets for all users. Wherever possible, staff should access VoIP via approved user devices, such as laptops or mobile devices using softphone applications.
Physical VoIP handsets should be deployed in strategic locations, including offices, reception areas, kitchens and other key operational spaces.
Where handsets are used, they should be powered via Power over Ethernet (PoE) wherever possible to simplify installation and management. PoE enables both data and power to be delivered through a single network cable, removing the need for separate power adapters.
Schools should ensure that their chosen VoIP solution is fully supported by existing network capacity, including both power and data requirements, to maintain reliable performance and avoid overloading switching infrastructure.
G4: schools to ensure when a provider other than the local authority is used, there are clear lines of accountability for supporting the VOIP solution
Where a VoIP solution is provided or supported by an organisation other than the local authority, schools should ensure that clear lines of accountability are established.
Schools should have a clear understanding of which education technology support partner is responsible for each element of the VoIP system, including infrastructure, software and network configuration.
Clearly defined responsibilities support effective troubleshooting, reduces downtime and help ensure that critical communication services remain reliable and responsive when issues arise.