In business, reducing expenses is always a priority—but some savings come at too high a price. Your cloud business line (VoIP line) is one area where cutting costs can quietly damage your operations.
At first glance, a low monthly fee for a VoIP service looks like a smart choice. But if you’re dealing with dropped calls, missed customer enquiries, or staff unable to make outbound calls, the real cost of that bargain rate starts to show.
Let’s unpack what’s really happening when you pay too little for VoIP—and why it matters.
What Is a VoIP Line, and How Does It Work?
VoIP (Voice over Internet Protocol) is a modern replacement for traditional landlines. It runs over the internet and offers flexibility, scalability, and reduced infrastructure costs.
Behind the scenes, your VoIP system connects through a SIP trunk (Session Initiation Protocol). Think of the SIP trunk as the main digital pipeline for your calls. But what really determines performance and call capacity is how many channels are assigned to that trunk.
• SIP Trunk: The virtual line that connects your business phone system to the internet.
• Channel: Each channel allows one concurrent call (inbound or outbound).
In other words, 5 channels = 5 simultaneous calls, regardless of how many extensions (devices or users) are connected.
Where Cheap Providers Cut Corners
To cut costs, some VoIP providers assign just one channel to a client—then allow multiple extensions to connect to that single channel.
Here’s the difference:
• Proper Setup: Each client receives enough channels to support their expected number of concurrent calls.
• Cheap Setup: The client gets only one channel, but is allowed to run multiple extensions through it (usually 3 per channel)
The result? Everyone’s competing for a single call path:
• If one user is on a call, others are blocked from making or receiving calls.
• Calls may drop or fail to connect.
• Clients get voicemail or no answer when your line is busy.
• Your team loses productivity—and your business loses credibility.
It may look affordable upfront, but running multiple extensions on a single channel creates bottlenecks that silently harm your operations.
Why This Often Goes Unnoticed
Most business owners aren’t telecom experts. If a provider hasn’t explained your channel-to-extension ratio—or if you were sold a package without clear terms—you may not know there’s a problem.
Meanwhile, inefficiencies build:
• Frustrated staff
• Missed enquiries
• Lost sales
Connectivity is the backbone of your business. When that’s compromised, it directly affects your bottom line.
Our Solution: Built for Business, Not Just Budget
At Cognito Communications, we work with a trusted network partner—the South African arm of a long-established UK VoIP provider. Their platform offers commercial-grade infrastructure, reliable uptime, and proper call capacity.
We personally tested their solution in our own business for over three years before offering it to clients. We don’t just sell this system—we run on it.
Get Expert Advice—No Strings Attached
We’re committed to helping South African businesses improve their communications. If you suspect your current setup is costing you more than it should, we’re here to help.
Here’s how you can get started by selecting the best option below:
Upload your latest phone account—we’ll analyse it and show you how our setup compares, line-by-line.
Complete our online quote form for a fast, detailed response.
Book your Call on WhatsApp and speak directly with our team.
Don’t let inadequate infrastructure quietly drain your business.
With the right channels in place, your team performs better, your customers stay connected, and your calls flow seamlessly.
Let’s get it fixed—properly and permanently.
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