Bring business calling into the Teams experience
If your people already use Microsoft Teams for meetings and messages, external calls can sit in the same working environment. Stratiis helps Scottish organisations assess Teams Phone, choose a suitable telephone network connection, move numbers and support the service after launch.
What is Microsoft Teams Phone?
Microsoft Teams Phone adds business telephone system features to Microsoft Teams. With the appropriate licensing and a connection to the public telephone network, users can make and receive calls to ordinary landline and mobile numbers through Teams. It can provide business numbers, voicemail, transfers, auto attendants and call queues alongside the Teams application your employees already use.
When does Teams Phone make sense?
Teams Phone can reduce the need to switch between a separate phone system and the Microsoft tools employees use every day. It is especially worth considering when staff work across offices, home and customer sites, or when different calling applications and voicemail systems make a simple task harder.
The right choice still depends on how customers reach you. We start with call volumes, reception needs, shared devices and the experience of frontline staff before recommending a platform.
One familiar application
Move between calls, meetings and messages in an environment many employees already know.
Business numbers on the move
Let approved users handle calls through suitable devices without sharing personal mobile numbers.
Clearer call handling
Route callers through a receptionist, auto attendant or queue designed around your teams.
Joined up management
Review users, access and licences alongside your wider Microsoft environment.
How does Microsoft Teams Phone connect to customers?
Teams Phone provides cloud based call control inside Microsoft Teams. To call or receive calls from standard telephone numbers, the organisation also needs a public telephone network connection and the appropriate licences. That connection can be provided in several ways, and the choice affects number availability, supplier responsibility, flexibility and cost.
Users can call through the Teams desktop or mobile application, and compatible phones or headsets can suit roles that prefer dedicated equipment. Existing business numbers can often be ported, subject to checks with the current provider and the selected calling arrangement.
Do users need both Teams Phone and a calling service?
For external telephone calls, users generally need Teams Phone entitlement and a suitable telephone network service. The exact combination depends on their Microsoft subscription and whether you use a Microsoft Calling Plan, Operator Connect, Direct Routing or another supported model. We review the current licences before proposing a setup.
Calling Plans, Operator Connect or Direct Routing?
These are different ways to connect Teams Phone to the public telephone network. Microsoft also offers Teams Phone Mobile through participating mobile operators. Availability and features vary by region and provider, so the decision should follow your numbers, locations and support needs.
| Connection | How it works | When to explore it |
|---|---|---|
| Microsoft Calling Plan | Microsoft provides the calling service and telephone numbers where the offer is available. | Relatively straightforward requirements and a preference for a Microsoft managed calling service. |
| Operator Connect | A participating operator provides telephone connectivity integrated with Teams. | You want a telecoms provider to manage calling while Teams administrators manage users and numbers. |
| Direct Routing | Certified voice infrastructure connects Teams to a telephone provider. | You need greater flexibility for existing telephony, complex routing or specialist integrations. |
| Teams Phone Mobile | A participating mobile operator links an eligible mobile number with Teams Phone. | Mobile first roles where the operator, country and required features are supported. |
We explain who supports each part of the service and where costs sit. For the current technical options, see Microsoft's PSTN connectivity guidance.
Which Teams Phone features matter day to day?
Features should be selected around real call journeys, rather than switched on simply because they are available. The configuration and licences determine what each user can do.
Numbers and external calls
Assign suitable business numbers and let licensed users make and receive external calls in Teams. Porting existing numbers requires a planned handover.
Reception and routing
Auto attendants can greet callers and direct them by team, time of day or menu choice. Keep menus short enough to help customers.
Call queues
Distribute incoming calls across a team and set appropriate handling when agents are busy or unavailable. More advanced customer journeys may need a specialist platform.
Transfers and delegation
Transfer a caller to a colleague or team, or arrange delegated calling for assistants and shared administrative roles where appropriate.
Voicemail and presence
Use voicemail and Teams availability to help employees follow up missed calls and make better transfer decisions.
Recording and insight
Recording and more detailed analytics may need additional services or licences. Decide how access, retention and reporting will work before buying.
What affects the cost of Microsoft Teams Phone?
The total can include Microsoft licences, a calling service, numbers, devices, installation, optional recording or contact centre tools, and ongoing support. A receptionist, occasional caller and shared phone may need different arrangements. We check existing Microsoft subscriptions to identify what is already included and where a separate charge applies.
| Cost area | Question to answer |
|---|---|
| Users and licences | Who needs external calling, and what Teams and Teams Phone entitlement do they already have? |
| Telephone service | Which provider carries calls, and what call allowances or charges apply? |
| Shared services | How are reception numbers, queues, auto attendants and common area devices licensed? |
| Migration | What work is needed for number porting, devices, network readiness, testing and training? |
| Optional features | Do recording, advanced analytics or a contact centre add licences or supplier contracts? |
A useful proposal separates one off setup charges from monthly costs and makes ownership of each component clear.
Do employees still need desk phones?
Many users can make and receive calls with a laptop, Teams and a suitable headset. A desk phone may still suit reception, a shared location or an employee who handles calls throughout the day. Teams compatible devices should be selected by role; existing handsets need a compatibility check before reuse is assumed.
Hybrid employees can use Teams Phone from approved locations with a suitable connection and device. They can keep a business calling identity while working across sites, and colleagues can use presence information to decide how to route a call. Training should cover transfers, voicemail, availability and any queue responsibilities.
Individual users
Consider headsets, mobile access and the calling workflow they use most often.
Shared spaces
Plan reception and common area phones separately, including licensing, location and emergency calling.
Does Teams Phone depend on the internet connection?
Yes. Call quality depends on a stable connection and a network configured for voice traffic. Internet speed alone does not tell the whole story: Wi-Fi coverage, congestion, packet loss, routers, firewalls and remote workers' connections all matter. We assess those dependencies before moving important numbers.
If an office loses connectivity, local users may be unable to reach Teams even while the cloud service remains available. A continuity plan can use backup connectivity, alternative routing, mobile access and power protection where these suit the organisation.
Plan the primary connection
Review bandwidth, network health and simultaneous call demand, then choose a service that fits. Explore business connectivity.
Plan for an outage
Agree what customers and employees should experience if a site is offline. Explore internet failover.
Teams Phone, hosted voice or a contact centre?
Teams Phone fits organisations that work heavily in Microsoft Teams and want external calling in that environment. A separate hosted voice service can suit people who need a dedicated telephone application, different device choices or a standalone communications platform. A specialist contact centre becomes relevant when customer contact needs advanced routing, supervisor tools, multiple channels or detailed agent reporting.
| Option | Typical fit | Explore |
|---|---|---|
| Microsoft Teams Phone | Business calling for Teams users, with suitable numbers, call flows and licences. | Assess your Microsoft setup and each role's calling needs. |
| Hosted voice | A dedicated cloud telephone platform with familiar calling features and device choices. | Compare hosted voice. |
| Cloud contact centre | Higher volumes or more complex customer conversations requiring specialist agent and supervisor tools. | Explore cloud contact centre solutions. |
What needs attention beyond the calling licence?
Teams Phone sits within your Microsoft cloud environment. User access, administrator permissions, authentication and device management should be considered alongside the telephone configuration. Leavers must have access, numbers, queue membership and delegated permissions reviewed promptly. Recording needs its own access and retention policy.
Emergency calling and location information also require careful planning, especially for remote workers and shared devices. Confirm who is responsible for setup, testing and later changes. Stratiis can review the Microsoft environment, telephone numbers, network and support handoffs together.
What to ask a provider
Ask who supplies the telephone connection, how numbers will move, what each licence includes and who investigates faults across Microsoft, the operator and your network.
Where it can help
Multi-site teams, professional services firms, charities and housing organisations can benefit when Teams already forms part of daily work. The right fit follows each organisation's call pattern and frontline roles.
How Stratiis delivers a Teams Phone project
We map the current service, make the design decisions visible and test important calls before cutover.
Discover
Map users, numbers, sites, call flows, devices, licences and contracts.
Assess
Review Microsoft settings, security, connectivity and continuity needs.
Design
Choose the calling model, licences, routing, devices and support owners.
Plan
Confirm number porting, emergency locations, timing and fallback arrangements.
Test
Check external calls, transfers, queues, voicemail and devices.
Support
Train users and help manage changes, quality and licences after launch.
Microsoft Teams Phone questions, answered
Direct answers to the questions businesses ask before moving external calling into Teams.
How much does Microsoft Teams Phone cost?
It depends on your existing Microsoft subscriptions, number of users, calling connection, devices and optional features. Compare the full monthly cost with the one off cost of porting, setup and training.
Can Teams replace our current phone system?
For many organisations, yes. Teams Phone can provide external calling, numbers, voicemail, auto attendants and queues. Check specialist reception, contact centre, integration and continuity needs before deciding.
Can we keep our telephone numbers?
Often, yes. Number porting depends on the current provider, number type and chosen calling connection. Keep the old service active until the transfer and testing plan is confirmed.
Can Teams users call normal phone numbers?
Yes, when they have appropriate Teams Phone entitlement and a public telephone network connection, such as a Microsoft Calling Plan, Operator Connect or Direct Routing.
Does every employee need the same licence?
No. Requirements vary by role and existing subscription. Named users, shared devices and voice applications may need different arrangements, so review them before ordering.
Do users need a desk phone?
No. Many people use a computer with a headset or the Teams mobile application. Reception and shared locations may still benefit from compatible phones.
Can employees use Teams Phone from home?
Yes, with an approved device, correct configuration and a suitable connection. They can handle business calls through Teams without giving customers a personal number.
What happens if the internet fails?
Users at the affected site may lose access to calling. Alternative connections, mobile access or call forwarding can help if they have been designed and tested in advance.
Can Teams Phone support call queues?
Yes. Teams Phone includes auto attendant and call queue capabilities. Check whether their routing and reporting meet your needs or whether a contact centre platform is appropriate.
Can Teams Phone record calls?
Recording options depend on the service and may require an additional solution or licence. Decide how callers are informed and how recordings are accessed, protected and retained. Read about call recording.
Can it work across several offices?
Yes. Users at different sites can share one Teams calling environment, while routing and devices can be configured around local teams.
Is Teams Phone suitable for a small business?
It can be, especially if employees already use Teams and need simple business calling. A licensing and cost review will show whether it is the best fit.
How long does migration take?
Timing depends on number porting, network readiness, licences, devices and call flow complexity. We confirm a schedule after discovery and testing requirements are clear.
Can Stratiis manage Microsoft 365 as well?
Yes. We can consider Teams Phone alongside the wider Microsoft environment, user security, devices and connectivity that support calling.
How should emergency calls be handled?
Emergency calling needs the correct configuration and location information for the users and devices in scope. Include remote working and shared spaces in the project plan and test the arrangement appropriately.
Bring business calls into Microsoft Teams
We can review your current licences, telephone numbers, call flows and connections, then recommend a Teams Phone setup that fits the way your employees and customers communicate.
Book a Microsoft Teams Phone ReviewCall 0141 348 7960
Or email sales@stratiis.com.
