Microsoft Teams Phone: Your All-in-One Communication Solution

Microsoft’s two previous voice services, the basic Teams Phone SMB and Teams Calling Essentials (the enterprise-level option) were merged into a single product — Microsoft Teams Phone.

Here is everything you need to know about the change to the new Microsoft phone system product.

What is Microsoft Teams Phone?

Microsoft Teams Phone isn’t just your run-of-the-mill phone system. It’s a modern, cloud-based telephony solution that’s integrated right into Microsoft Teams. Think of it as your trusty Swiss Army knife for communication: calls, video meetings, chats – all seamlessly connected.

Key Features

1. Unified Communication: One platform to rule them all. Your calls, chats, and meetings are all in one place, making it super easy to stay organized and efficient.
2. Cloud-Based: No more clunky hardware or on-premise PBX systems. Everything is in the cloud, which means you can scale up or down without the hassle of physical installations.
3. Global Reach: Make and receive calls anywhere in the world. With Microsoft’s extensive network, you’re not limited by geography.
4. Device Flexibility: Use your desktop, mobile, or any other Teams-enabled device to make and take calls. Flexibility is the name of the game.
5. Integration with Office 365: Teams Phone is tightly woven into the fabric of Office 365. Schedule meetings in Outlook, jump on a call from your calendar – it’s all interconnected.

How It Works

1. Setup: Admins can set up Teams Phone in the Microsoft 365 admin center. Choose your calling plan, assign numbers to users, and you’re good to go.
2. Making Calls: Whether you’re dialling a colleague or a client, just click the call icon in Teams. Need to add someone to the call? Easy peasy – just drag them into the conversation.
3. Receiving Calls: Incoming calls ring across all your Teams-enabled devices. Answer on your desktop, switch to your mobile if you need to step away – seamless transition with no dropped calls.
4. Voicemail and Transcriptions: Missed a call? No worries. Voicemails are transcribed and delivered to your inbox, so you can read them at your convenience.
5. Advanced Features: Need to set up a call queue or an auto-attendant? Teams Phone has got you covered. Customizable call routing ensures your calls are handled efficiently.

Why You’ll Love It

• Efficiency: Streamlined workflows mean you spend less time juggling apps and more time getting things done.
• Cost-Effective: No need for expensive hardware or maintenance. It’s all handled in the cloud.
• Scalability: Whether you’re a small business or a global enterprise, Teams Phone grows with you.
• Security: Built on Microsoft’s secure infrastructure, your calls and data are protected.

In a Nutshell

Microsoft Teams Phone turns your communication into a well-oiled machine. It’s not just a phone system; it’s a comprehensive, integrated, and flexible communication hub designed to keep you connected, productive, and efficient.

Step-by-Step Guide to Setting Up Microsoft Teams Phone

Step 1: Prepare Your Environment

Before diving into the setup, ensure you have the right Microsoft 365 licenses. You’ll need either a Microsoft 365 Business Voice license or a Microsoft 365 E5 license. If you don’t have these, you can purchase them from the Microsoft 365 admin center.

Step 2: Assign Licenses to Users

1. Go to the Microsoft 365 admin center.
2. Select Users > Active users.
3. Choose the users you want to assign licenses to.
4. Click on Licenses and Apps and assign the appropriate Microsoft Teams Phone license.

Step 3: Configure Calling Plans

1. Navigate to the Teams admin center.
2. Select Voice > Phone numbers.
3. Click on Add to acquire new phone numbers or port existing ones.
4. Assign these numbers to users.

Step 4: Set Up Emergency Locations

1. In the Teams admin center, go to Voice > Emergency policies.
2. Create emergency locations and assign them to the respective users to ensure compliance with local regulations.

Step 5: Configure Call Settings

1. Go to Voice > Calling policies in the Teams admin center.
2. Create or modify calling policies to control features like call forwarding, simultaneous ring, and delegation.
3. Assign these policies to users based on your organization’s requirements.

Step 6: Set Up Voicemail

1. Still in the Teams admin center, go to Voice > Voicemail policies.
2. Configure voicemail settings, such as transcription and greeting message customization.
3. Assign voicemail policies to users.

Step 7: Configure Call Queues and Auto Attendants

1. Navigate to Voice > Call queues in the Teams admin center.
2. Click on Add to create a new call queue, assign agents, and set up call routing.
3. For auto attendants, go to Voice > Auto attendants, click Add, and configure the menu options, business hours, and call handling.

Step 8: Test the Setup

1. Make test calls to ensure everything is configured correctly.
2. Check voicemail functionality and call routing.
3. Verify that emergency calls route correctly to the specified emergency locations.

Tips for a Smooth Setup

• Plan Ahead: Map out your call flow, user needs, and any special configurations before you start.
• Training: Make sure your users know how to use the new system. Microsoft Teams offers robust video training resources to help.
• Support: Leverage Microsoft support if you run into issues during setup. Their documentation and customer support are top-notch.

Configuration Best Practices for Microsoft Teams Phone

1. User Management and Licensing

• License Planning: Ensure you purchase the correct licenses (Microsoft 365 Business Voice or Microsoft 365 E5) and regularly review user needs to adjust licenses accordingly.
• Assign Roles Appropriately: Only give admin access to users who need it to minimize security risks.

2. Network and Quality of Service (QoS)

• Network Assessment: Conduct a thorough network assessment to ensure your infrastructure can support the additional voice traffic without compromising quality.
• QoS Configuration: Prioritize Teams traffic on your network by configuring QoS settings to reduce latency, jitter, and packet loss.
• Bandwidth Allocation: Ensure sufficient bandwidth is allocated for voice and video calls, especially for remote users.

3. Emergency Calling

• Accurate Location Information: Regularly update and verify emergency locations and assign them correctly to users.
• Compliance: Stay updated with local emergency calling regulations and ensure your setup complies with them.

4. Calling Policies

• Define Clear Policies: Establish clear calling policies that align with your organization’s needs. This includes settings for call forwarding, simultaneous ringing, and call delegation.
• Policy Enforcement: Regularly review and enforce policies to ensure they are being followed.

5. Call Queues and Auto Attendants

• Optimize Call Routing: Design call queues and auto attendants to streamline call handling and minimize wait times.
• Regular Updates: Regularly update call queue settings and auto-attendant scripts based on feedback and changing needs.
• Testing: Periodically test these features to ensure they work as intended and provide a good user experience.

6. User Training and Adoption

• Comprehensive Training: Provide comprehensive training for all users on how to use Microsoft Teams Phone effectively.
• User Guides: Develop user guides and FAQs to assist users with common issues and tasks.
• Feedback Mechanism: Implement a feedback mechanism to continually gather user feedback and improve the system.

7. Voicemail and Call Recording

• Configure Voicemail Settings: Ensure voicemail settings, such as greeting messages and transcription, are properly configured.
• Compliance with Call Recording: If you use call recording, ensure you comply with all relevant regulations and have clear policies regarding recording and storage.

8. Security

• Enable MFA: Protect your system with Multi-Factor Authentication (MFA) to prevent unauthorized access.
• Regular Audits: Conduct regular security audits to identify and address potential vulnerabilities.
• Data Protection: Ensure all voice data is encrypted and securely stored.

9. Monitoring and Reporting

• Regular Monitoring: Use Teams’ built-in analytics and reporting tools to monitor call quality, usage patterns, and system performance.
• Proactive Issue Resolution: Set up alerts for potential issues and address them proactively to minimize downtime and user disruption.

10. Scalability and Future-Proofing

• Scalable Infrastructure: Ensure your infrastructure can easily scale to accommodate growth in users or increased call volume.
• Stay Updated: Keep abreast of new features and updates from Microsoft to continuously enhance your system.

Choosing the Right Plan for Your Needs

Different businesses have varied communication requirements, and Microsoft Teams Phone caters to this diversity through a range of plan options. Each plan is designed with different features and price points, aimed at businesses of all sizes, from small startups to large enterprises. The Microsoft Teams Phone Standard, for example, offers a foundational set of features ideal for organizations looking to integrate voice and video calling into their Teams experience.

On the other hand, more comprehensive plans offer domestic calling bundles and additional services that enhance collaboration and productivity. These can include generous service credits, operator PSTN service integrations, and access to advanced analytics and reporting features.

Comparison of Features and Pricing

When comparing plans, it is essential to assess the feature set alongside the pricing structure to determine the best value for your business. Microsoft’s pricing is competitive, offering various options that cater to different budgets and organizational needs. Below is a summarized comparison of popular Teams Phone plans:

Special Offer: Microsoft periodically offers discounts when combining Teams Phone plans with other Microsoft 365 services, providing an economical option for businesses looking to maximize their technology investment.

As part of the selection process, determining the scale of your communication requirements, considering the number of users, and understanding the call volume and international calling needs are all factors that influence the ideal choice. Additionally, special promotions, like bundled offers with Teams Essentials for reduced rates, present attractive opportunities for cost savings.

Microsoft Teams Phone Plans

Feature/Plan	Microsoft Teams Phone Standard	Teams Phone with pay-as-you-go calling (country zone 1)	Teams Phone with domestic calling (country zone 1 – UK/Canada)	Teams Phone with international calling
Price (CAD)	$10.90/user/month	$13.60/user/month	$20.40/user/month	$43.40/user/month
Subscription Type	Annual (auto-renews)	Annual (auto-renews)	Annual (auto-renews)	Annual (auto-renews)
Cloud-based Phone System	Yes	Yes	Yes	Yes
Make/Receive Voice and Video Calls	Yes (PSTN or internet)	Yes	Yes	Yes
Join/Transfer Calls Between Devices	Yes	Yes	Yes	Yes
Add Operator PSTN Service	Yes (Operator Connect/Direct Routing)	N/A	N/A	N/A
Combine with Operator Connect Mobile	Yes	N/A	N/A	N/A
99.999% Uptime SLA	Yes	N/A	N/A	N/A
Phone Number Provided	No	Yes	Yes	Yes
Inbound Calling	Unlimited	Unlimited	Unlimited	Unlimited
Outbound Calling	N/A	Metered	Domestic	International
Call Queue	No	Yes	Yes	Yes
Auto Attendant	No	Yes	Yes	Yes
Call Recording	No	Yes	Yes	Yes
Call Transcription	No	Yes	Yes	Yes
Unlimited Meetings	No	Yes	Yes	Yes
Unlimited Messaging	No	Yes	Yes	Yes
File Sharing	No	Yes	Yes	Yes
Tasks/Polling	No	Yes	Yes	Yes
Cloud Storage	No	10 GB/user	10 GB/user	10 GB/user
Domestic Calling	N/A	N/A	Yes	Yes
International Calling	N/A	N/A	No	Yes