Microsoft Teams Calling Solutions
Turn Teams Into Your Complete Business Phone System
Transform Microsoft Teams into a Complete Business Phone System
Many Australian organisations already use Microsoft Teams for meetings and collaboration—but still rely on a separate phone system for business calling. Microsoft Teams Calling brings these worlds together, turning Teams into a full business phone system.
With the right integration, staff can make and receive external calls directly from Teams, using existing business numbers, across desktop, mobile, and desk phones. One platform for calling, meetings, and chat—no separate phone app, no switching between tools.
When implemented correctly, Teams Calling simplifies communication, reduces complexity, and creates a single, consistent experience for users.
Why Microsoft Teams Calling: Consolidation, Simplification, Control
For organisations already invested in Microsoft 365, maintaining a separate phone system creates unnecessary complexity:
🔄 Platform Sprawl
Staff juggle separate apps for calling, meetings, and chat – reducing productivity and creating training burden.
💰 Duplicate Infrastructure
Paying for both Microsoft 365 collaboration and a separate phone system when Teams can handle both.
🔧 Split Accountability
When issues arise, who’s responsible, the telephony provider, Microsoft, or your IT team? Finger-pointing delays resolution.
Teams Calling eliminates these inefficiencies by consolidating calling, meetings, chat, and collaboration into a single Microsoft-managed platform.
Key Business Outcomes:
- Single communications platform: Calls, meetings, and chat in one interface—reducing app switching and training requirements.
- Improved user experience: Staff access the same calling features across desktop, mobile, and Teams-certified desk phones.
- Hybrid work support: Consistent calling experience whether staff are in-office, remote, or mobile.
- Scalability: Add users without physical phone systems or hardware procurement.
- Reduced infrastructure: Eliminate on-premise PBX hardware and maintenance contracts.
- Microsoft 365 integration: Presence, calendars, and collaboration aligned with calling—click-to-call from Outlook, CRM, or Teams chat.
How Teams Calling Works: PSTN Connectivity Options
Teams as a Phone System requires connection to the Public Switched Telephone Network (PSTN) to make and receive external calls. There are multiple deployment models. The goal is always the same: reliable business calling inside Teams.
1. Microsoft Calling Plan
Microsoft provides PSTN connectivity directly:
- Suitable for straightforward requirements (local and international calling).
- Simple licensing: add Calling Plan license to Teams users.
- Microsoft manages PSTN relationship and call routing.
Best for: Organisations wanting simplicity and full Microsoft accountability.
2. Direct Routing (Operator Connect / Custom SIP)
Connect Teams to your existing telephony provider or SIP trunk:
- Retain existing carrier relationships and phone numbers.
- Greater control over call routing, compliance, and cost management.
- Supports complex routing rules, contact centre integration, and multi-region deployments.
Best for: Enterprises with specific carrier requirements, legacy number porting, or regulatory obligations.
3. Hybrid Models
Combine Microsoft Calling Plans with Direct Routing:
- Use Calling Plans for standard users; Direct Routing for contact centres or specific sites.
- Phased migration: retain existing phone system while piloting Teams Calling.
Best for: Large organisations with varied requirements across business units or locations.
How KMTech Delivers Teams Calling: Design, Deploy, Optimise
Unlike DIY Teams Calling deployments, KMTech treats Teams Calling as part of a broader Unified Communications strategy, not a standalone feature.
1. Discovery & PSTN Design
We start by understanding:
- Current phone system and carrier relationships
- Business numbers requiring migration (number porting strategy)
- Call routing requirements (auto-attendant, call queues, geographic routing)
- Contact centre or advanced routing needs
- Compliance and call recording obligations
2. Network Readiness & Call Quality Optimisation
Voice calling is sensitive to network conditions. Even with Teams Calling configured correctly, poor connectivity or congestion impacts call quality.
We assess and optimise:
- Internet bandwidth and capacity: Ensure sufficient upload/download for concurrent voice and video.
- Quality of Service (QoS): Prioritise Teams voice and video traffic over less critical data (backups, file downloads, web browsing).
- Network segmentation and routing: Separate Teams traffic from general internet usage where appropriate.
- Failover and redundancy: Backup internet connections or LTE failover for business-critical sites.
Result: Consistent call quality under real-world network conditions.
3. Number Porting & Migration
We manage the porting process to ensure zero downtime and zero lost calls:
- Coordinate with existing carriers and Microsoft to migrate business numbers.
- Validate routing and test calling before final cutover.
- Phased migration: pilot groups first, then broader rollout.
4. User Provisioning, Training & Adoption
Staff receive:
- Clear guidance on making and receiving calls in Teams
- Training on call forwarding, voicemail, and mobile app usage
- Support for Teams-certified desk phones (if required)
- Best practices for hybrid calling (seamless handoff between devices)
5. Ongoing Monitoring, Support & Optimisation
Post-deployment, we maintain platform health:
- Call quality monitoring: Track MOS scores, jitter, latency, and packet loss.
- User support: Specialist Teams Calling troubleshooting—not generic IT helpdesk.
- Configuration management: Call routing updates, new users, call queues, and auto-attendant changes.
- Microsoft relationship management: We manage escalations and platform updates on your behalf.
Key Features & Capabilities
Enterprise Calling in Teams:
- Business number calling: Make and receive external calls using your existing business numbers.
- Call routing & forwarding: Intelligent routing rules, simultaneous ring, call delegation, and forwarding.
- Voicemail integration: Visual voicemail in Teams with transcription and email delivery.
- Auto-attendant & call queues: Professional IVR menus and queue management for inbound calls.
- Call recording & compliance: On-demand or automatic recording with secure retention policies.
- Presence integration: See colleague availability and click-to-call from Teams chat or Outlook.
- Mobile & desktop apps: Business calling from any device with seamless handoff.
- Teams-certified desk phones: Physical desk phones for users who prefer traditional handsets.
Advanced Capabilities:
- Contact centre integration: Call queues, agent dashboards, reporting, and analytics.
- Multi-site calling: Consistent calling experience across offices and regions.
- Emergency calling (E911): Location-based emergency routing and notification.
- Compliance & governance: Call retention, legal hold, and eDiscovery aligned with Microsoft 365 policies.
Who Needs Microsoft Teams Calling?
KMTech’s Teams Calling solutions suit:
- Microsoft 365 users replacing legacy PBX: Organisations wanting to consolidate calling into their existing Teams platform.
- Hybrid workforces: Teams requiring consistent calling across office, remote, and mobile staff.
- Businesses seeking platform simplification: Organisations tired of managing separate phone and collaboration systems.
- Compliance-driven sectors: Legal, financial services, or healthcare with call recording and retention requirements.
- Enterprises with complex calling needs: Multi-site, contact centre, or advanced routing requirements requiring Direct Routing.
The KMTech Difference: Managed Teams Calling, Not Just Licensing
| DIY / Microsoft-Only Approach | KMTech Managed Approach |
|---|---|
| Licensing only—you manage implementation. | Full deployment: Design, migration, network optimisation, and user enablement. |
| Generic Microsoft support. | Specialist UC support: Proactive call quality monitoring and faster issue resolution. |
| Network readiness assumed. | Pre-deployment network assessment and QoS optimisation. |
| Configuration left to IT team. | Ongoing management: Call routing updates, user provisioning, and lifecycle planning. |
We manage the full Teams Calling stack—from network QoS and PSTN connectivity to user onboarding and call quality monitoring—ensuring reliable calling from day one.
Next Steps: Consolidate Calling Into Microsoft Teams
Ready to turn Teams into your complete phone system?
- Discovery Call: We’ll discuss your current phone system, Microsoft 365 environment, and business requirements.
- Network Assessment: We evaluate your internet connectivity and readiness for cloud voice.
- PSTN Design: You receive a tailored Teams Calling solution (Calling Plan, Direct Routing, or hybrid) with migration plan and pricing.
- Deployment & Migration: Seamless cutover with number porting, user training, and zero downtime.
- Ongoing Support: 24/7 call quality monitoring, proactive management, and continuous optimisation.
Frequently Asked Questions
What is Microsoft Teams Calling and how does it work?
Microsoft Teams Calling (also called Teams Phone) turns Microsoft Teams into a complete business phone system. It allows users to make and receive external business calls directly in Teams using existing phone numbers, combining calling, meetings, chat, and collaboration in one platform.
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What is the difference between Microsoft Calling Plans and Direct Routing?
Microsoft Calling Plans provide PSTN connectivity directly from Microsoft with simple licensing and full Microsoft support. Direct Routing connects Teams to your existing telephony provider or SIP trunk, offering greater control, custom call routing, and the ability to retain existing carrier relationships and complex configurations.
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Can Teams Calling replace our existing phone system?
Yes. Teams Calling can fully replace traditional PBX systems, providing enterprise-grade features including auto-attendant, call queues, voicemail, call recording, mobile apps, and desk phone support. KMTech manages migration, number porting, network optimisation, and ongoing support to ensure seamless transition.
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Contact KMTech to start your Microsoft Teams Calling deployment.
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