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
- 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.
- 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.
- Global Reach: Make and receive calls anywhere in the world. With Microsoft’s extensive network, you’re not limited by geography.
- Device Flexibility: Use your desktop, mobile, or any other Teams-enabled device to make and take calls. Flexibility is the name of the game.
- 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
- 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.
- 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.
- 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.
- Voicemail and Transcriptions: Missed a call? No worries. Voicemails are transcribed and delivered to your inbox, so you can read them at your convenience.
- 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
- Go to the Microsoft 365 admin center.
- Select Users > Active users.
- Choose the users you want to assign licenses to.
- Click on Licenses and Apps and assign the appropriate Microsoft Teams Phone license.
Step 3: Configure Calling Plans
- Navigate to the Teams admin center.
- Select Voice > Phone numbers.
- Click on Add to acquire new phone numbers or port existing ones.
- Assign these numbers to users.
Step 4: Set Up Emergency Locations
- In the Teams admin center, go to Voice > Emergency policies.
- Create emergency locations and assign them to the respective users to ensure compliance with local regulations.
Step 5: Configure Call Settings
- Go to Voice > Calling policies in the Teams admin center.
- Create or modify calling policies to control features like call forwarding, simultaneous ring, and delegation.
- Assign these policies to users based on your organization’s requirements.
Step 6: Set Up Voicemail
- Still in the Teams admin center, go to Voice > Voicemail policies.
- Configure voicemail settings, such as transcription and greeting message customization.
- Assign voicemail policies to users.
Step 7: Configure Call Queues and Auto Attendants
- Navigate to Voice > Call queues in the Teams admin center.
- Click on Add to create a new call queue, assign agents, and set up call routing.
- 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
- Make test calls to ensure everything is configured correctly.
- Check voicemail functionality and call routing.
- 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 |
Integrations and Advanced Functions
Microsoft Teams Phone doesn’t only stand strong as an independent communication system; it also excels when integrated with the wider Microsoft 365 ecosystem and third-party applications. This integration capability means that businesses can harness the power of tools such as SharePoint, OneDrive, and Microsoft Dynamics 365, right within the Teams interface. Bringing these applications into the communication workflow results in a more streamlined, efficient work environment.
Expanding Functionality with Add-ons
For businesses with specialized needs, additional add-ons can further enhance Microsoft Teams Phone’s capabilities. Contact center integrations, for example, provide advanced call queuing, interactive voice responses, and detailed analytics that are vital for customer service-focused organizations. Similarly, third-party integrations allow for a more tailored experience, including CRM tools, project management software, and industry-specific applications.
The ability to adapt and customize Teams Phone to fit unique operational demands underscores its position as a versatile platform for modern business communication. Whether through native features or through extended functionality via add-ons, Teams Phone provides a foundation that supports an organization’s growth and evolving needs.
Security and Compliance in Microsoft Teams Phone
Ensuring that communications are secure and compliant with various regulations is paramount in today’s digital landscape. Microsoft Teams Phone comes built-in with a host of security features designed to protect user data and maintain privacy. The service operates within the secure Microsoft 365 environment, which adheres to industry standards such as ISO 27001, SOC 2, and GDPR, among others.
Encryption of data in transit and at rest ensures that every call, message, and file shared through Teams Phone is guarded against unauthorized access. Organizations that operate in sectors with strict compliance requirements will find that Teams Phone enables them to meet these demands without compromising on communication flexibility and ease of use.
Managing User Access and Permissions
Part of maintaining a secure system involves managing user access meticulously. Microsoft Teams Phone offers role-based access controls, allowing administrators to define what users can do within the system. These controls help prevent accidental or malicious misconfigurations and ensure that personnel have access only to the features necessary for their roles. Regularly reviewing and updating access permissions is also a critical step in safeguarding communication channels.
Best Practice: Performing periodic audits of user permissions and access levels is a best practice that can help preempt security lapses and ensure ongoing compliance with internal policies and external regulations.
Troubleshooting and Support
Like any technology platform, users might encounter issues while using Microsoft Teams Phone. Understanding common challenges and knowing where to find solutions is important. Microsoft provides a wealth of documentation, including troubleshooting guides and support resources, to help users resolve any problems swiftly. Furthermore, Microsoft’s active community forums can be an invaluable resource for receiving peer-to-peer advice and solutions.
Proactive Maintenance and Updates
Proactive system maintenance and timely application of updates are critical to the smooth operation of Microsoft Teams Phone. Microsoft regularly releases updates to enhance functionality, patch security vulnerabilities, and introduce new features. IT departments should have a process in place for testing and deploying these updates to user devices and infrastructure to ensure compatibility and performance.
Key Insight: Organizations that stay current with their Teams Phone updates benefit not just from improved security, but also from ongoing innovations and improvements that Microsoft consistently delivers to its users.
The Future of Microsoft Teams Phone
The landscape of workplace communication is continually evolving, and Microsoft Teams Phone is well-positioned to lead the charge into the future. With the growing trend of remote work, hybrid office models, and the increasing reliability of cloud-based services, Teams Phone is expected to incorporate even more advanced features and capabilities that cater to the needs of a dynamic workforce.
Advancements in network technologies such as 5G will further enhance the Teams Phone experience, offering even more speed and reliability for voice and video communication. Additionally, as artificial intelligence and machine learning continue to progress, these technologies will become more deeply integrated into Teams Phone, providing richer analytics, smarter call routing, and enhanced customer interaction tools.
Updates and Roadmap for Advanced Capabilities
Microsoft’s commitment to innovation means that Teams Phone users can anticipate regular updates that enhance their experience. The roadmap for Teams Phone often includes improved integration with other Microsoft services, new features that boost productivity, and enhancements to existing capabilities. Staying informed on these updates ensures that organizations can take full advantage of what Teams Phone has to offer.
Prediction: As communication platforms converge with collaboration tools, systems like Microsoft Teams Phone will become even more integral to the day-to-day functioning of businesses, regardless of industry or size.
The continued integration of voice and video into collaborative and productivity applications heralds a future where all aspects of work communication are seamless, intuitive, and aligned with user needs.
Final Thoughts
Microsoft Teams Phone is more than just a communication tool; it’s a comprehensive solution that enables smarter, more efficient collaborations. Its integration within the Microsoft Teams platform provides a single interface for all communication needs. With its range of plans and flexible features, Teams Phone tailors to various business sizes and industries, promoting a more unified, productive workplace.
Embracing the future of communication means recognizing the importance of adaptable, secure, and integrated systems like Microsoft Teams Phone, which not only meet the demands of modern work environments but also drive them forward.
FAQs
What is the difference between Microsoft Teams and Microsoft Teams Phone?
Microsoft Teams is an overall collaboration platform facilitating chat, meetings, file sharing, and more. Microsoft Teams Phone is a specific feature within Teams that provides a cloud-based telephony solution, allowing users to make and receive calls through the integrated phone system.
Can Microsoft Teams Phone replace traditional phone systems?
Yes, Microsoft Teams Phone can replace traditional phone systems by offering a comprehensive set of calling features within the Teams platform. It connects to the PSTN, supports VOIP, and adds advanced communication tools not typically found in traditional systems.
How can I port my existing business number to Microsoft Teams Phone?
Microsoft provides a number porting service that facilitates the transfer of your existing business numbers to the Teams Phone system, ensuring a smooth transition without losing contact with clients and partners.
Are international calls supported and how are they billed?
Yes, Microsoft Teams Phone supports international calls. They are typically billed according to the specific calling plan you are using, which may include bundled minutes or per-minute rates for various countries.
Get professional help for your communications and IT needs
If you are interested in deploying Microsoft products in your company or making changes to your existing setup, you can contact Softlanding to find the Microsoft solutions that best fit your communications, conferencing, and managed IT needs.
Written By:
softlanding
Softlanding is a long-established IT services provider of transformation, professional services and managed IT services that helps organizations boost innovation and drive business value. We are a multi-award-winning Microsoft Gold Partner with 13 Gold Competencies and we use our experience and expertise to be a trusted advisor to our clients. Headquartered in Vancouver, BC, we have staff and offices in Toronto, Montreal and Calgary to serve clients across Canada.
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