Make and receive business calls through Microsoft Teams
Your employees may already use Microsoft Teams every day.
They use it for meetings, messages, internal calls, file sharing and working with colleagues.
Yet when an external customer calls, they may still need to switch to a separate telephone system.
Microsoft Teams Phone can bring external business calling into the same application your people already use.
Employees can make and receive telephone calls through Microsoft Teams using a computer, mobile device, headset or compatible desk phone.
Stratiis can help you decide whether Teams Phone is right for your organisation, choose the correct calling setup, move your existing numbers and support the service after it goes live.
One application for meetings, messages and business calls.
What is Microsoft Teams Phone?
Microsoft Teams Phone is Microsoft's cloud-based business telephone system.
It adds external telephone calling and call-management features to Microsoft Teams.
Without Teams Phone, employees can usually use Teams to call other Teams users.
With the correct licensing and telephone connection, they can also call normal landline and mobile numbers and receive calls to business telephone numbers.
This means an employee may be able to use Microsoft Teams for:
- Internal calls
- External telephone calls
- Video meetings
- Instant messaging
- Voicemail
- Call transfers
- Company contacts
- Call queues
- Auto-attendants
- Shared calling
- Mobile working
Teams Phone can replace a traditional office telephone system for many organisations.
However, it is not automatically the best choice for every business.
The right solution depends on how your people work, how customers contact you and what level of call handling you need.
Is your current phone system separate from everything else?
Many organisations now use Microsoft Teams for most internal communication.
Employees may spend much of the working day inside Teams, but external calls still arrive through a different application or physical phone system.
This can create unnecessary complexity.
Your employees may need to:
- Check several applications
- Maintain separate contact lists
- Use different headsets or devices
- Switch between Teams and desk phones
- Learn different availability settings
- Manage voicemail in several places
- Use personal mobiles while working remotely
Your IT team may also need to manage separate user accounts, contracts and support arrangements.
Microsoft Teams Phone can reduce that separation.
It can extend the Microsoft Teams environment to include external business calling.
How does Microsoft Teams Phone work?
Microsoft Teams Phone provides the telephone-system features inside Microsoft Teams.
The service also needs a connection to the public telephone network so users can call and receive calls from landlines and mobiles.
Depending on your chosen setup, this connection may be provided through:
- Microsoft Calling Plans
- Operator Connect
- Direct Routing
- A supported third-party calling service
The best option depends on your organisation, existing contracts, countries, telephone numbers, resilience requirements and preferred support model.
Once configured, users can normally make and receive calls through:
- The Microsoft Teams desktop application
- The Teams mobile application
- A web browser
- A Teams-certified desk phone
- A compatible headset
- Teams meeting-room equipment
Existing business telephone numbers can often be transferred to the new service through number porting.
What can Microsoft Teams Phone include?
External business calling
Employees can use Microsoft Teams to call standard landline and mobile telephone numbers.
They can also receive external calls to assigned business numbers.
This can reduce the need for a separate telephone application.
Existing business numbers
In many cases, your existing business telephone numbers can be transferred to the new Teams Phone service.
This helps maintain continuity for customers and suppliers.
Number porting needs to be carefully planned.
The process depends on the current provider, number type, account details and selected Teams calling arrangement.
Existing telephone services should not be cancelled before the number transfer is complete.
Stratiis can help collect the required information, coordinate the migration and test the numbers after the move.
Calls across different devices
Employees can use their business calling identity across several approved devices.
They may answer calls using:
- A computer and headset in the office
- A laptop while working from home
- The Teams mobile application
- A compatible desk phone
- A device at another business location
Customers continue to see the organisation's business number rather than an employee's personal mobile number.
Auto-attendants
An auto-attendant can greet callers and direct them to the right person or department.
For example:
Press 1 for sales, press 2 for support or press 3 for accounts.
Auto-attendants can also provide:
- Opening-hours messages
- Out-of-hours routing
- Holiday messages
- Department options
- Location choices
- Recorded announcements
- Operator transfer
- Voicemail options
A good auto-attendant should help the caller.
It should not force them through a long and confusing menu.
We help design a clear and practical call flow.
Call queues
Call queues can distribute incoming calls across a team.
They may be useful for:
- Reception
- Customer service
- IT support
- Repairs teams
- Sales departments
- Accounts teams
- Appointment lines
Depending on the configuration, a queue may include:
- Welcome messages
- Music or announcements
- Agent groups
- Overflow routing
- Maximum waiting times
- Voicemail
- Alternative destinations
- Different routing methods
Basic queues may be suitable for many organisations.
Teams Phone alone may not provide every feature needed by a complex contact centre.
Where requirements are more advanced, we can assess whether an integrated contact-centre platform would be more appropriate.
Call transfers
Employees can transfer calls to colleagues, departments, queues or external numbers.
They may also consult with a colleague before completing the transfer.
This can make it easier to connect customers to the right person, especially when employees are working from different locations.
Voicemail
Teams Phone can provide voicemail within the Microsoft environment.
Employees may be able to access voicemail through:
- Microsoft Teams
- Email notifications
- Mobile devices
- Desktop applications
Available features may include voicemail transcription and personal greetings.
Employees should still have a clear process for checking and responding to messages.
Presence and availability
Teams Phone can use Microsoft Teams presence information to show whether a colleague is:
- Available
- Busy
- In a meeting
- On a call
- Away
- Offline
- Not to be disturbed
This can help reception and customer-service employees make better decisions when transferring calls.
It may also reduce repeated calls to employees who are not available.
Shared calling and common area phones
Not every telephone needs to belong to one named employee.
Your organisation may need phones for:
- Reception areas
- Meeting rooms
- Shared workspaces
- Warehouses
- Communal areas
- Security desks
- Hot-desking locations
Teams Phone can support different shared-device and common-area arrangements, depending on licensing and configuration.
We help identify the correct setup for each location rather than assigning a full individual licence unnecessarily.
Call delegation
Call delegation can allow one employee to make or receive calls on behalf of another.
This may be useful for:
- Executive assistants
- Senior management teams
- Shared administrative roles
- Department coordinators
The correct permissions and processes should be agreed before the feature is introduced.
Call recording
Microsoft Teams and associated platforms may support different forms of call recording.
Recording can be used for:
- Training
- Quality assurance
- Dispute resolution
- Compliance
- Customer-service reviews
- Note-taking
However, call recording creates responsibilities around privacy, access, storage and retention.
Your organisation should understand:
- Why calls are being recorded
- How callers are informed
- Who can access recordings
- How long recordings are retained
- How recordings are protected
- Whether payment information is involved
- How data requests are handled
Stratiis can help with the technical design while your legal, compliance or data-protection advisers confirm the appropriate policy.
Reporting and analytics
Teams Phone can provide information about how telephone services are being used.
Depending on the chosen licences and additional tools, reporting may include:
- Call volumes
- Missed calls
- Answered calls
- Call duration
- Queue activity
- Call quality
- User activity
- Device performance
- Network performance
This information can help identify service problems and capacity issues.
For example:
- Are calls regularly being missed?
- Are customers waiting too long?
- Is one department receiving more calls than expected?
- Are network issues affecting call quality?
- Are licences being assigned but rarely used?
The reporting requirement should be discussed before selecting the final solution.
Microsoft Teams Phone licensing
Microsoft Teams Phone requires appropriate Microsoft licensing.
The exact licences will depend on:
- Your current Microsoft 365 plan
- Whether Teams is already included
- The telephone features required
- How users connect to the telephone network
- Shared and common-area devices
- Call queues and auto-attendants
- Recording and compliance requirements
- Contact-centre requirements
Licensing can become confusing because the telephone platform, calling service and optional features may be billed separately.
A user may need:
- A Microsoft 365 or Teams licence
- A Teams Phone licence
- A calling service
- A telephone number
- Optional additional licences
- A compatible device or headset
Not every employee will necessarily need the same licence.
A receptionist, remote worker, shared phone and occasional caller may each require a different configuration.
Stratiis can review your current Microsoft licensing and help avoid unnecessary duplication.
How can Teams Phone connect to the telephone network?
Microsoft Calling Plans
Microsoft Calling Plans allow Microsoft to provide the telephone calling service directly.
This can be a straightforward option for some organisations.
The suitability will depend on:
- Number availability
- Calling requirements
- Countries
- Existing contracts
- Support preferences
- Call allowances
- Resilience requirements
Operator Connect
Operator Connect allows an approved telecoms provider to connect telephone services directly into Microsoft Teams.
The operator manages the telephone numbers and network connectivity while the service is integrated with the Microsoft Teams environment.
This can offer a more managed approach for organisations that want Teams Phone with support from a communications provider.
Direct Routing
Direct Routing connects Microsoft Teams to a telephone provider through certified voice infrastructure.
It may provide greater flexibility for organisations with:
- Complex telephone requirements
- Several locations
- Existing numbers
- Specialist routing
- International operations
- Legacy integrations
- Contact-centre platforms
- Specific resilience needs
Direct Routing can offer more choice, but it may also require more design and management.
Calling Plans, Operator Connect or Direct Routing?
There is no single option that is right for every organisation.
Calling Plans may be suitable when:
- Your requirements are relatively straightforward
- Microsoft provides suitable numbers and coverage
- You prefer a Microsoft-led service
- You do not need complex integrations
- Your locations are supported
Operator Connect may be suitable when:
- You want a telecoms provider to manage calling
- You prefer simpler provider integration
- You need support for number porting
- You want one communications partner
- An approved operator meets your requirements
Direct Routing may be suitable when:
- You have complex call routing
- You need more provider choice
- You operate across several countries
- You need specialist integrations
- You have a contact centre
- You need greater control over resilience
- You have legacy systems that must remain connected
Stratiis can review the options and explain the practical differences without expecting you to understand every Microsoft or telecoms acronym.
Microsoft Teams Phone and hybrid working
Teams Phone can support employees wherever they are working.
A user can potentially answer the same business number through Teams from:
- The office
- Home
- Another company location
- A customer site
- A mobile device
- A temporary workplace
This can help employees avoid using personal telephone numbers.
It also allows them to access business contacts, call history, voicemail and availability in the same application they use for meetings and messaging.
The customer receives a more consistent experience.
They do not need to know where the employee is working.
Do you still need desk phones?
Not every Teams Phone user needs a physical desk phone.
Many employees can work effectively using:
- A laptop
- A headset
- The Teams desktop application
- The Teams mobile application
Desk phones may still be useful for:
- Reception staff
- Employees handling many calls
- Shared workspaces
- Common areas
- Meeting rooms
- Warehouses
- Employees who prefer a traditional handset
- Locations where computers are not always available
A Teams Phone project should not begin with the assumption that every old desk phone must be replaced with a new one.
We assess each role and recommend the right device.
This can reduce unnecessary hardware costs.
Microsoft Teams Phone and your internet connection
Teams Phone depends on reliable connectivity.
Call quality can be affected by:
- Internet outages
- Network congestion
- Poor Wi-Fi
- Packet loss
- Delay
- Firewall configuration
- Router performance
- Weak home connections
- Old cabling
- Insufficient network capacity
A fast internet speed alone does not guarantee good call quality.
Voice and video traffic need a stable connection and a properly configured network.
Before migration, Stratiis can review:
- Business broadband
- Leased lines
- Firewalls
- Routers
- Wi-Fi
- Network switches
- Cabling
- Remote-working arrangements
- Backup connectivity
- Quality of Service configuration
What happens if the internet goes down?
If an office loses internet connectivity, Teams Phone devices at that location may be affected.
The cloud platform may still be operating, but the local users may not be able to reach it.
Continuity options may include:
- A backup internet connection
- 4G or 5G failover
- Automatic call forwarding
- Teams mobile applications using mobile data
- Alternative office locations
- Cloud voicemail
- Emergency call-routing plans
- Backup power for network equipment
The right approach depends on how important telephone availability is to your organisation.
A business continuity plan should be designed before the service goes live.
Microsoft Teams Phone or Hosted Voice?
Microsoft Teams Phone and Hosted Voice can both replace a traditional business phone system.
They provide many similar features, but the user experience and management model can be different.
Microsoft Teams Phone may suit organisations that:
- Already use Microsoft Teams heavily
- Want one application for calls, meetings and messaging
- Have a Microsoft 365 strategy
- Prefer Microsoft identity and user management
- Want Teams-certified devices
- Need close integration with Microsoft services
A separate Hosted Voice platform may suit organisations that:
- Want a dedicated telephone application
- Need traditional phone-system features
- Have users who do not work in Teams
- Want a wider choice of telephone hardware
- Need simpler standalone calling
- Prefer communications to be managed separately
- Have platform-specific integrations
There is no benefit in choosing Teams Phone simply because it carries the Microsoft name.
It should be selected because it fits your employees, customers and wider technology strategy.
Microsoft Teams Phone or a contact centre?
Teams Phone includes call queues and auto-attendants.
For many organisations, these features will be enough.
A specialist contact-centre platform may be needed where you require:
- Skills-based routing
- Complex customer journeys
- Advanced supervisor tools
- Detailed agent reporting
- Real-time wallboards
- Workforce management
- Quality management
- Automated call-backs
- Email, web chat or SMS
- Advanced CRM integration
- Large numbers of customer-service agents
Some contact-centre systems can integrate directly with Microsoft Teams.
This gives employees the Teams experience while adding specialist customer-service features.
We can help you decide whether standard Teams Phone features are enough or whether an additional platform is justified.
The benefits of Microsoft Teams Phone
One familiar application
Employees can use Microsoft Teams for calls, meetings and messaging.
This can reduce application switching and simplify training.
Better support for hybrid working
Users can access business calling from different approved locations and devices.
Strong Microsoft 365 integration
Teams Phone can fit naturally into an organisation already using Microsoft 365, Microsoft Entra ID and Microsoft Teams.
Easier user management
User accounts, access and licences can be managed alongside the wider Microsoft environment.
Reduced reliance on office equipment
The main telephone system is cloud-based rather than dependent on a traditional private branch exchange stored at one location.
Consistent business identity
Employees can make calls using business numbers instead of personal mobiles.
Flexible devices
Users can choose from desktop applications, mobile applications, headsets and compatible desk phones.
Multi-site working
Employees across different locations can share one communications environment and company directory.
What are the disadvantages of Microsoft Teams Phone?
Teams Phone has many benefits, but it is not right for every organisation.
Licensing can be confusing
Several licences and services may be required.
The total cost should be understood before migration.
It depends on connectivity
Poor internet or network performance can affect call quality and availability.
Teams may not suit every employee
Some employees may find Teams too complex for basic telephone use.
Shared phones, reception teams and frontline workers need careful planning.
Specialist features may require additional services
Advanced contact-centre, compliance, recording or reporting requirements may need third-party platforms or extra licences.
Number migration takes planning
Telephone numbers should be audited and transferred carefully.
Mistakes can cause avoidable disruption.
The mobile application may use data
Employees using Teams Phone away from Wi-Fi may depend on mobile data and suitable device management.
Security configuration matters
A badly secured Microsoft account could expose more than telephone services.
Identity, authentication, permissions and device security must be considered.
Security considerations for Microsoft Teams Phone
Teams Phone forms part of your wider Microsoft cloud environment.
Its security should not be treated separately.
Important controls may include:
- Multi-factor authentication
- Conditional Access
- Strong administrator protection
- Least-privilege access
- Secure joiner and leaver processes
- Device compliance
- Microsoft Intune
- Regular user and licence reviews
- Calling restrictions
- Fraud prevention
- Audit logging
- Recording controls
- Retention policies
- Secure emergency-call configuration
- Approved mobile-device access
When an employee leaves, their access, number, voicemail, queue membership and delegated permissions should be reviewed promptly.
Microsoft Teams Phone for different sectors
Accountancy firms
Teams Phone can help accountancy practices create a more consistent experience for office, home and client-site working.
It can support:
- Business numbers across approved devices
- Reception call handling
- Client call transfers
- Voicemail
- Microsoft 365 integration
- Hybrid working
- Shared departmental queues
- Multi-office collaboration
- Business continuity
Housing associations
Housing associations may need to connect customer service, housing management, repairs and mobile employees.
Teams Phone can help with:
- Customer-service queues
- Repairs lines
- Remote and hybrid staff
- Shared call handling
- Multi-site working
- Mobile access
- Out-of-hours routing
- Reporting
- Microsoft Teams integration
More complex tenant-contact operations may require an additional contact-centre platform.
Charities
Teams Phone can help charities make better use of an existing Microsoft 365 environment.
It can support:
- Remote and part-time employees
- Several offices
- Shared numbers
- Volunteer coordination
- Mobile working
- Reduced dependence on office equipment
- More consistent user management
- Business continuity
Professional services firms
Professional services firms can use Teams Phone to maintain a consistent business identity while employees work flexibly.
Useful features may include:
- Direct-dial numbers
- Reception and assistant delegation
- Voicemail
- Mobile calling
- Call transfers
- Availability information
- Multi-office working
- Microsoft 365 integration
Multi-site organisations
Teams Phone can create one calling environment across several locations.
This can provide:
- One company directory
- Shared call queues
- Internal calling
- Centralised management
- Standardised call flows
- Easier user moves
- Consistent reporting
- More flexible continuity planning
What should you look for in a Microsoft Teams Phone provider?
Microsoft expertise
The provider should understand more than telephone systems.
They should be able to review:
- Microsoft 365 licensing
- Microsoft Teams
- Microsoft Entra ID
- Microsoft Intune
- User security
- Conditional Access
- Existing Teams policies
- Device management
Communications experience
Microsoft knowledge alone is not enough.
The provider should also understand:
- Telephone numbers
- Number porting
- Call routing
- Auto-attendants
- Call queues
- Reception requirements
- Emergency calling
- Business continuity
- Telecoms providers
Connectivity knowledge
The provider should assess the internet connection and local network before migration.
This includes:
- Broadband or leased lines
- Routers
- Firewalls
- Wi-Fi
- Network switches
- Remote access
- Backup connections
- Call-quality monitoring
Clear licensing advice
You should understand:
- Which users need Teams Phone
- Which calling service is being used
- What each licence includes
- Which features cost extra
- How shared phones are licensed
- How contact-centre users are licensed
- Hardware costs
- Support costs
Migration planning
The provider should have a clear process for:
- Number audits
- Number porting
- User setup
- Call-flow design
- Device preparation
- Testing
- Training
- Go-live
- Contingency planning
Ongoing support
Find out who will help when:
- A user cannot make calls
- Call quality is poor
- A queue needs changed
- A new employee joins
- A number needs redirected
- A desk phone fails
- Microsoft and the network provider blame each other
Stratiis can support the wider environment rather than looking only at one component.
Our Microsoft Teams Phone process
1
Discovery
We start by understanding how your organisation communicates.
We review:
- Users
- Offices and locations
- Existing phone systems
- Telephone numbers
- Call flows
- Microsoft licences
- Teams usage
- Devices
- Remote working
- Connectivity
- Security
- Reporting
- Business continuity
- Existing contracts
2
Microsoft and communications audit
We identify whether Teams Phone is appropriate and what changes may be needed.
This may uncover:
- Duplicate licences
- Unused telephone numbers
- Old analogue lines
- Poor call routing
- Weak internet resilience
- Unmanaged mobile use
- Inconsistent Microsoft settings
- Unsupported devices
- Missing security controls
- Existing contracts that affect migration
3
Solution design
We recommend the appropriate:
- Teams Phone licences
- Calling method
- User numbers
- Shared numbers
- Auto-attendants
- Call queues
- Desk phones
- Headsets
- Mobile applications
- Recording options
- Reporting tools
- Connectivity
- Failover arrangements
- Contact-centre integrations
We explain the benefits, costs and limitations of each option.
4
Migration planning
We create a plan covering:
- Number porting
- User licences
- User policies
- Emergency locations
- Call-flow configuration
- Auto-attendants
- Queue setup
- Devices
- Connectivity testing
- Security
- User training
- Go-live support
- Contingency routing
5
Configuration and testing
Before migration, we test key functions such as:
- Incoming calls
- Outgoing calls
- Number presentation
- Call transfers
- Voicemail
- Auto-attendants
- Call queues
- Desktop applications
- Mobile applications
- Desk phones
- Emergency calling
- Out-of-hours routing
- Backup arrangements
6
User training
Training can cover:
- Making and answering calls
- Transferring calls
- Using voicemail
- Managing availability
- Using Teams on mobile devices
- Using desk phones
- Joining call queues
- Working remotely
- Reporting problems
Different roles may need different training.
Reception and queue managers may need more detailed guidance than standard users.
7
Ongoing support
Stratiis can continue to support and manage Teams Phone after implementation.
This may include:
- New users
- Departing users
- Number changes
- Licence management
- Queue updates
- Auto-attendant changes
- Device support
- Call-quality investigation
- Connectivity support
- Security reviews
- Supplier coordination
- Strategic planning
Frequently asked questions
How much does Microsoft Teams Phone cost?
The total cost depends on:
- Existing Microsoft licences
- Teams Phone licences
- Calling service
- Number of users
- Telephone numbers
- Call usage
- Shared devices
- Desk phones
- Headsets
- Call recording
- Contact-centre features
- Installation
- Support
- Connectivity
We provide a complete quotation after reviewing your current licensing and requirements.
Can Microsoft Teams replace our phone system?
Yes, Teams Phone can replace a traditional telephone system for many organisations.
Its suitability depends on your call-handling needs, users, devices, integrations, reporting and contact-centre requirements.
Can we keep our existing telephone numbers?
In many cases, yes.
Existing numbers can usually be transferred through number porting.
The process depends on the current provider, number type and account details.
Can Teams users call normal telephone numbers?
Yes, provided the user has the required Teams Phone licensing and a connection to the public telephone network.
Do all employees need a Teams Phone licence?
No.
Only users who need telephone-system features and external calling normally require Teams Phone.
Shared devices and common areas may use different licensing.
Do users need desk phones?
Not always.
Many employees can use a computer, headset and Teams application.
Desk phones may still be useful for reception, shared areas and high-volume callers.
Can employees use Teams Phone from home?
Yes.
Employees can normally use Teams Phone through an approved computer, mobile device or compatible desk phone, provided they have a suitable connection.
Does Teams Phone work on mobiles?
Yes.
Users can make and receive business calls through the Teams mobile application.
Mobile security, data usage and device management should also be considered.
What happens if our internet connection fails?
Users at the affected location may lose access to cloud calling.
Backup broadband, mobile data, call forwarding and alternative locations can help maintain service.
Can Teams Phone support call queues?
Yes.
Teams Phone can support call queues and auto-attendants.
More advanced customer-service requirements may need an additional contact-centre platform.
Can Teams Phone record calls?
Recording options are available, but the appropriate solution depends on the reason for recording, required controls, retention and compliance needs.
Can Teams Phone work across several offices?
Yes.
Users across several offices can share one Teams Phone environment, company directory and call-routing structure.
Is Teams Phone suitable for a small business?
Yes.
It may be particularly suitable for a small business already using Microsoft Teams and Microsoft 365.
The licensing and configuration should remain proportionate to the organisation's needs.
How long does migration take?
The timescale depends on:
- Number of users
- Number of locations
- Number porting
- Calling method
- Connectivity
- Devices
- Call-flow complexity
- Security configuration
- Training
- Contact-centre integrations
A simple deployment may be completed relatively quickly.
A complex multi-site migration requires more planning.
Can Stratiis manage Microsoft 365 as well?
Yes.
Stratiis can support Microsoft 365, Teams, user accounts, devices, cybersecurity, connectivity and Teams Phone as part of one managed technology environment.
Bring your business calls into Microsoft Teams
Your employees may already use Microsoft Teams for much of their working day.
Teams Phone can extend that familiar environment to include external business calling, voicemail, call queues and other telephone-system features.
But a successful migration needs more than licences.
It requires the right calling method, reliable connectivity, carefully designed call flows, secure configuration, user training and ongoing support.
Stratiis can help you assess the options, plan the migration and manage the complete environment.
Let's find out whether Microsoft Teams Phone is the right fit for your organisation.
