How do you choose the right business phone handsets for your desk phone system?

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What types of business phone handsets are available?

Business phone handsets generally fall into entry-level, mid-range, executive, receptionist and cordless DECT categories. Each type is designed for a different desk environment, so buying the same model for every employee can create unnecessary cost or leave key users short of useful controls.

The distinction between a basic desk phone and a more capable model is usually the number of programmable keys, lines, contacts and management functions available. For example, Yealink’s official T3-series comparison lists different line-key, display, Ethernet and Power over Ethernet capabilities across the T30, T31 and T33 models. Yealink’s T3 Series handset comparison was published by Yealink in 2024.

A cordless DECT handset is still part of the business phone system; it is not the same as a mobile phone. DECT systems use a base station connected to the business network, with one or more wireless handsets registered to that base.

Which business phone handset is best for a small business?

For a small business, a mid-range SIP handset is often the most practical default when employees regularly answer, transfer and place business calls. A simpler model may be sufficient for a low-use desk, while reception and high-volume users usually need more programmable keys.

The Yealink SIP-T31P is an example of an entry-level business IP handset with two lines, programmable keys, Power over Ethernet and wideband audio codecs listed in the manufacturer’s product documentation. Yealink’s SIP-T31P specifications were published in 2023.

A model such as the T31P may suit a standard employee desk, but the specification alone does not determine whether it will work with your system. Your provider or installer should confirm the handset’s provisioning method, firmware requirements, supported features and licensing before an order is placed.

For a business phone recommendation matched to your users, see [business phone systems for Australian businesses -> related service page].

Should you buy SIP handsets or platform-specific business phones?

SIP handsets are designed for SIP-based phone systems, while platform-specific phones are built and certified for services such as Microsoft Teams. The correct option depends on how your business phone system registers devices and manages calling—not on whether the handset looks like a conventional office phone.

Microsoft states that Teams supports a portfolio of desk phones for users who require a traditional phone experience, and recommends using certified devices for a reliable Teams phone deployment. Microsoft’s Teams phone guidance was updated on 28 February 2025.

Microsoft also explains that Teams phones can be managed through the Teams admin centre, including device details, status, history and enrolment information. Microsoft’s Teams phone management documentation was updated in 2025.

Do not assume that a generic SIP handset will deliver the same experience as a native Teams phone. Likewise, a Teams-certified handset is not automatically the right choice for a separate hosted PBX.

Read [SIP phone compatibility and provisioning -> related guide] before selecting a model for a new or upgraded system.

What features matter most in business phone handsets?

The most important features are the ones that reduce friction during real calls: clear handset audio, useful programmable keys, reliable headset support, straightforward transfers and suitable network connectivity. Features such as Wi-Fi, Bluetooth and colour touchscreens are useful only when the user’s role benefits from them.

Check these specifications before comparing models:

A high-end handset can be a poor fit if staff mostly use a headset and answer one line. Conversely, an inexpensive handset can slow down reception if the operator needs to monitor numerous extensions or transfer calls quickly.

Do business phone handsets need Power over Ethernet?

No, not every business phone handset needs Power over Ethernet, but PoE can simplify installation by carrying power and network data over one Ethernet cable. A handset without PoE may require a separate power adaptor, so the total installation requirements should be checked before purchase.

PoE availability depends on the network switch, injector and handset model. The switch must have adequate PoE capacity for the number of phones connected, and the network should be configured so voice traffic is not disrupted by ordinary data traffic.

Cisco’s IP phone administration guidance discusses quality and network settings for business IP phones, including the effect of network traffic on call quality and the use of Quality of Service controls to make voice traffic more predictable. Cisco’s IP phone network and quality guidance is an official Cisco administration document.

Ask your IT provider to confirm:

For a broader installation checklist, use [business phone system setup and network requirements -> related guide].

Are wireless business phone handsets better than wired desk phones?

Wireless business phone handsets are better when staff need to move around the premises, while wired desk phones are usually simpler to position, power and troubleshoot. The better option depends on coverage, user movement and whether calls must remain available in specific areas of the workplace.

Wireless DECT is different from using a mobile phone. It remains tied to the business phone system through its base station, and the practical limitations are local radio coverage, battery life and the number of supported handsets.

Before choosing cordless models, map the areas where calls will be taken, identify walls or machinery that may affect coverage, and confirm how many handsets each base can support. A supplier should also explain how replacements, battery packs and additional bases will be managed.

What should Australian businesses check before buying a handset?

Australian businesses should confirm that the equipment is intended for the Australian market, carries the required compliance information and is supported by a supplier that can assist with configuration. They should also verify compatibility with their phone system before committing to a handset fleet.

The Australian Communications and Media Authority says suppliers must follow applicable equipment rules and use a compliance label such as the Regulatory Compliance Mark where required. ACMA’s guidance on labelling products was updated on 31 March 2025.

The ACMA also identifies telephone handsets as customer equipment that may connect to a telecommunications network in Australia. ACMA’s equipment rules guidance explains that suppliers must meet applicable technical and labelling obligations before supplying covered equipment.

Use this pre-purchase checklist:

A low purchase price does not necessarily represent a lower total cost. Unsupported firmware, manual configuration, incompatible features or difficult replacements can create more work than the handset saved at purchase.

How many business phone handsets should each type of employee have?

The number and type of handsets should follow the way each person handles calls, rather than their job title alone. Start by classifying users according to call volume, transfer frequency, shared-line requirements and whether they need to move around the premises.

This role-based approach avoids over-specifying every desk while still giving critical users the controls they need. It also makes future replacements easier because each handset group has a defined purpose.

For help creating a handset schedule, see [business phone handset selection and fleet planning -> related guide].

What mistakes should you avoid when choosing business phone handsets?

The most common mistake is selecting a handset before confirming the phone system and provisioning method. A handset can have suitable hardware specifications and still fail to support the required platform, features or management workflow.

Avoid these errors:

The strongest buying decision is usually the model that meets the role’s requirements with the least operational complexity. Nexgen Australia can help match desk handset models to your business phone system, user roles and deployment requirements before you purchase.

Frequently asked questions about business phone handsets

Can I use any IP handset with my business phone system?

No. The handset must be compatible with the phone system’s platform, provisioning method, firmware and supported features. Ask the provider or installer to confirm the exact model before buying.

Are business phone handsets still useful if staff have softphone apps?

Yes. Desk handsets remain useful for reception, shared spaces, high-volume callers and users who prefer physical call controls. Softphone apps and mobile calling are separate considerations from the desk handset models covered in this guide.

Is a colour screen necessary on a business phone handset?

Not usually. A colour screen can improve visibility and navigation, but line keys, audio quality, headset support and system compatibility are generally more important for everyday business calling.

Should I standardise every handset in the office?

Standardising a small number of handset models can simplify training, support and replacement. However, receptionists, cordless users and high-volume callers may need different models from ordinary staff desks.