Summary: Microsoft Teams is the collaboration standard for over 320 million users. But for voice? Most enterprises are still catching up. Only 20 million use Microsoft Teams Phone, even though it’s built into many licensing models.
This FAQ answers the top 25 questions IT leaders are asking in 2025 as they migrate voice to Teams, connect global PSTN, integrate legacy systems, and unlock AI-powered productivity.
But first, the basics:
Microsoft Teams Phone is Microsoft’s cloud-based enterprise telephony system. It adds PSTN (public switched telephone network) calling functionality to Microsoft Teams, allowing users to make and receive external phone calls using the Teams app on desktop, mobile, or web — or certified desk phones.
Think of it as your business phone system, built right into the Teams collaboration platform. It replaces traditional PBX systems and enables you to manage voice across a globally distributed workforce without maintaining on-prem telephony infrastructure.
Calls can be routed through Microsoft Calling Plans, certified Operator Connect partners, or through Direct Routing using a Session Border Controller (SBC). Teams Phone supports voicemail, call forwarding, auto attendants, call queues, and integration with third-party contact centers or compliance recording solutions — all centrally managed through the Microsoft 365 Admin Center or PowerShell.
Contents
1. What is the best way to connect to PSTN with Microsoft Teams Phone?
2. Can I use both Operator Connect and Direct Routing?
3. How do I extend Teams Phone to countries without PSTN replacement?
5. How fast can I get started?
6. What’s the best migration strategy?
7. Can I keep my existing phone numbers?
8. What are common pitfalls during migration?
9. Can I integrate legacy phones or SIP devices?
10. Can Teams Phone support Contact Centers?
11. Can I use Teams Phone on mobile devices?
12. Can I send and receive SMS from Teams Phone?
13. Can Teams Phone handle shared devices and common area phones?
14. What does Microsoft Copilot add to Teams Phone?
15. Can Teams Phone recordings meet compliance standards?
16. What is Teams Premium and how does it support voice?
17. Will Copilot help with Teams Phone admin tasks?
18. Is Teams Phone reliable enough for critical environments?
19. How does Teams Phone support hybrid work?
20. What kind of hardware is compatible?
21. What licensing is required for Microsoft Teams Phone?
22. What does a typical Teams Phone deployment look like in 2025?
23. What are my contact center options with Microsoft Teams?
24. Is Shared Calling right for my Microsoft Teams Phone deployment?
25. How do we choose the best Operator Connect provider for our business?
The 25 most asked questions, answered
1. What is the best way to connect to PSTN with Microsoft Teams Phone?
Enterprises have three main options to connect Teams Phone to the PSTN:
- Microsoft Calling Plans: Microsoft acts as your carrier. You get bundled minutes and phone numbers through Microsoft. This is easy to set up, but often limited in geographic coverage, flexibility, and cost efficiency.
- Operator Connect: You choose a Microsoft-certified operator who delivers PSTN connectivity via the Teams Admin Center. You get access to broader country coverage, pay-as-you-use pricing, and less reliance on PowerShell or manual configuration.
- Direct Routing: You connect Teams to your existing or chosen telephony provider using a certified SBC, which can be hosted on-premises or in the cloud. This offers maximum control and allows integration with legacy systems, complex call flows, or custom compliance requirements.
Most enterprises in 2025 use a hybrid approach. They deploy Operator Connect in core, high-volume countries for speed and simplicity, and Direct Routing for edge cases — like integrating analog devices or supporting countries where Microsoft lacks coverage.
2. Can I use both Operator Connect and Direct Routing?
Yes — and for most mid-to-large enterprises, or those with complex requirements, that’s now the norm.
Operator Connect is excellent for speed-to-deploy, centralized provisioning through the Teams Admin Center, and straightforward country rollouts where Microsoft-certified operators offer full PSTN replacement.
But it’s not enough for everything. Some countries still require more complex regulatory compliance, or can’t be reached through Microsoft’s Operator Connect footprint. That’s where Direct Routing steps in.
With Direct Routing, you can connect Teams to any carrier via an SBC — including in regions where Operator Connect isn’t available. It’s also ideal if you need to maintain legacy analog systems, embed advanced call routing logic, or extend Teams Phone into areas like paging systems, elevators, or remote facilities.
3. How do I extend Teams Phone to countries without PSTN replacement?
Some regions still lack Microsoft-approved PSTN replacement coverage — but that doesn’t mean Teams Phone is off the table. With Direct Routing and a provider with global coverage, you can enable compliant telephony in virtually any country.
This is achieved by routing calls through a managed Session Border Controller (SBC) hosted either locally or in the cloud. These SBCs provide local breakout for incoming and outgoing calls, giving you the presence and regulatory compliance you need — without deploying local PBXs or third-party phone systems.
This model is especially useful in countries with strict telecom regulations, unreliable broadband infrastructure, or where Microsoft doesn’t offer its own services. It’s also the preferred solution for companies consolidating global voice infrastructure onto a single platform, without being constrained by Microsoft’s PSTN footprint.
4. How secure is Teams Phone?
Security is a critical factor when replacing on-prem PBX systems with cloud voice — and Teams Phone is built on Microsoft’s enterprise-grade security architecture.
All voice traffic is encrypted using industry standards (TLS for signaling, SRTP for media). Identity and access are managed through Azure Active Directory. Policies, logging, and call analytics are available in the Teams Admin Center, with integration into Microsoft Defender and Sentinel for advanced threat detection.
If you’re using Operator Connect, your provider’s voice network is linked to Microsoft via trusted cross-connects which reduces exposure to the public internet, improving both call quality and security. For Direct Routing, your SBC becomes the gateway, and that means you control the security perimeter.
If you need call recording, archiving, audit logs, or integration with secure messaging or CRM systems, those capabilities are also available via certified integrations.
Migration and strategy
5. How fast can I get started?
Deployment speed depends on which PSTN option you choose, how well-prepared your telephony estate is, and whether the provider you are working with to manage the project.
- Operator Connect is the fastest route to go live. If your provider is already onboarded and you have Teams Phone licensing and numbers ready, you can enable users within days via the Teams Admin Center.
- Direct Routing typically takes longer. You’ll need to provision or configure a Session Border Controller (SBC), integrate it with Teams, define routing rules, and test connectivity. For a simple cloud SBC setup, this can take 2–3 weeks. For complex, multi-country environments, expect a longer runway.
Pure IP can accelerate deployment using a structured process: discovery, pre-staging, migration trunk setup, number porting, and phased go-lives. The key is starting with clear project scope and smart segmentation.
6. What’s the best migration strategy?
There’s no one-size-fits-all. But there are clear best practices.
The most successful Teams Phone migrations begin with an understanding of what you have, how it’s used, and what’s actually needed in the new system. This includes your users, devices, numbers, analog equipment, fax lines, auto attendants, call flows, emergency dialing paths, and regulatory requirements by region.
From there:
- Phase the rollout by site, department, or country — don’t go all-in at once.
- Separate number porting from service cutover using migration trunks. This allows you to route calls to Teams before fully moving off your old system.
- Pilot a subset of users to validate call quality, endpoint performance, and support workflows.
Avoid the trap of replicating old PBX logic in Teams. Use the move to modernize. Streamline call flows, reduce hardcoded routing, and take advantage of native Teams features like call queues, auto attendants, and shared calling.
7. Can I keep my existing phone numbers?
Yes — and in most enterprise environments, number portability is not just possible, but expected.
With Teams Phone, you can port existing Direct Dial-In (DDI) numbers to Microsoft via:
- Microsoft Calling Plan (if Microsoft is the carrier)
- Operator Connect (via your selected provider), or
- Direct Routing (using an SBC and third-party provider).
Number porting doesn't have to happen all at once. Using migration trunks, Pure IP can route calls to Teams while your numbers are still hosted on your legacy platform — so you don’t have to synchronize porting with your go-live.
You can also port blocks of numbers regionally or departmentally, with fallback routing in place during the transition.
In some cases, businesses may choose to start fresh with new numbers — particularly if Teams Phone is being rolled out in a new country, subsidiary, or business unit. This is often faster and less complex, especially for users who don't rely on external DDI visibility.
8. What are common pitfalls during migration?
Migrations to Microsoft Teams Phone tend to be smoother when organizations treat them as infrastructure transformation — not just a voice swap. Still, here are some of the most common missteps:
- Incomplete discovery: Not cataloging legacy devices, hunt groups, analog lines, and third-party integrations (like elevators, fax, DECT, or paging systems).
- Compliance oversights: Missing regulatory requirements in countries where Microsoft doesn't offer full PSTN replacement — like emergency dialing in the US or India’s outbound calling restrictions.
- Over-engineering: Trying to duplicate old PBX call flows in Teams without embracing the new model of auto attendants, queues, or shared numbers.
- Under-investing in adoption: Rolling out the platform but failing to train users or configure devices properly — which can lead to poor experiences and increased support tickets.
Working with a provider that specializes in complex migrations can help you anticipate and navigate these challenges — especially across multinational sites, legacy environments, and compliance-heavy sectors.
9. Can I integrate legacy phones or SIP devices?
Yes. Microsoft Teams Phone supports legacy integration using Direct Routing and certified SIP gateways or analog telephone adapters (ATAs).
This is essential for organizations that still rely on:
- Analog phones in common areas or manufacturing plants
- Fax machines and modems
- Overhead paging or alert systems
- DECT or cordless handsets
- Building access phones or emergency phones
Through Pure IP’s managed SBC and gateway integration services, you can connect these devices to your Teams environment without needing a parallel PBX.
This allows for:
- Phased migration while maintaining service continuity
- Consolidation of infrastructure
- A single dial plan across legacy and cloud endpoints
You can even create hybrid user groups where some users are fully on Teams, while others (like security desks or warehouse phones) remain on analog — all managed under the same voice architecture.
Extensions and integrations
10. Can Teams Phone support Contact Centers?
Yes — and you have a range of options.
Microsoft Teams now supports a full spectrum of Contact Center requirements through a mix of native features, certified integrations, and dedicated platforms.
- For small or informal teams, built-in Call Queues and Auto Attendants are available with Teams Phone. They’re ideal for IT helpdesks, internal support lines, or departments with basic routing needs.
- With Teams Premium, the Queues app adds basic agent and queue management: opt-in/out functionality, real-time wait stats, and simple performance reporting — all within the Teams interface.
- For formal customer-facing contact centers, Microsoft has certified over 20 third-party contact center solutions that integrate with Teams. These fall into two categories:
- Connect model: The contact center platform connects to Teams voice via Direct Routing, but the agent UI remains separate.
- Extend model: The solution integrates deeply with Teams, letting agents work directly in the Teams client. This is the most seamless user experience and includes CRM integration, omnichannel support, and AI-driven routing.
For complex, high-volume environments, Microsoft’s own Dynamics 365 Contact Center is now available. It’s a standalone, AI-native platform built on Azure Communication Services. While it uses a separate agent UI, it allows Teams users and contact center agents to collaborate natively.
11. Can I use Teams Phone on mobile devices?
Yes — and not just through the Teams app.
Microsoft Teams has robust mobile apps for iOS and Android that fully support PSTN calling, voicemail, call transfer, and Teams Phone features. But for many businesses, app usage isn’t enough. That’s where mobile-native integration comes in.
Pure IP offers Mobile Connect via Tango Extend - a service that allows you to extend Teams Phone numbers to physical mobile devices using the native dialer. This is especially powerful for:
- Field staff or technicians
- Executives who are away from their desk often and prefer their native phone UI
- Frontline workers under BYOD policies
With this setup:
- Users receive calls on their mobile using their Teams number
- Outbound calls show their Teams caller ID
- IT can enforce compliance and call recording
- There’s no need to install the Teams app or rely on Wi-Fi
Everything is managed centrally in the Teams Admin Center, ensuring full visibility and policy control.
12. Can I send and receive SMS from Teams Phone?
Yes — with the right integration.
SMS remains one of the most effective and preferred communication channels for customers, but it’s often overlooked in enterprise telephony strategies. Teams Phone doesn’t natively support SMS, but some providers offer SMS integration that enables text messaging using Teams Phone numbers.
With this capability, users can:
- Send and receive texts from a shared number or DDI
- Route inbound SMS to Teams chat, Outlook, or CRM
- Use texting for appointment reminders, two-factor authentication, support requests, or status updates
This ensures businesses don’t miss important messages from customers who prefer texting over email or phone calls. It also helps consolidate communication channels — no more relying on a separate messaging app or mobile number for business SMS.
13. Can Teams Phone handle shared devices and common area phones?
Yes. Teams Phone includes dedicated support and licensing for shared or non-user-assigned devices — critical for facilities, hospitality, healthcare, manufacturing, and shared office environments.
Common area phones are devices placed in reception areas, break rooms, lobbies, or factory floors. These can be provisioned with a Teams Shared Device license, which enables basic calling, auto attendant interaction, and emergency dialing — without tying the phone to an individual user.
Microsoft also supports:
- Hot desking via Teams Displays and certified devices
- Dynamic emergency calling tied to device location
- Administrative control over device settings, firmware, and call routing via the Teams Admin Center
Pure IP helps configure these devices with appropriate call routing, shared caller ID, and emergency call compliance. It’s all about ensuring the same Teams Phone environment works for both personal and shared endpoints — without compromising experience or manageability.
AI, compliance recording, security
14. What does Microsoft Copilot add to Teams Phone?
Copilot brings AI-driven productivity into Microsoft Teams — and that includes voice.
When integrated with Teams Phone, Microsoft 365 Copilot can:
- Transcribe PSTN calls in real time
- Generate meeting or call summaries with action items, sentiment, and follow-ups
- Suggest email drafts or responses based on what was discussed
- Search across transcripts for decisions, names, and data points
- Automate CRM or task updates using conversation content
This is especially valuable for sales, support, and management teams — where documenting interactions and capturing next steps is critical but often neglected.
Copilot also helps reduce the manual workload for meeting participants and improves visibility across distributed teams. It ensures important insights from voice conversations don’t get lost or buried in notebooks.
To use Copilot with Teams Phone, users need the Microsoft 365 Copilot license and a supported Teams Phone deployment. Pure IP helps ensure your voice configuration is Copilot-ready, so you don’t miss out on any of its voice-powered benefits.
15. Can Teams Phone recordings meet compliance standards?
Yes. Teams Phone can integrate with certified compliance call recording providers to meet industry-specific regulatory requirements, including MiFID II, HIPAA, PCI DSS, and others.
Here’s how it works:
- Policy-based recording: Admins can define which users, numbers, or call types get recorded.
- Storage & encryption: Recordings are stored securely in the cloud with audit trails and role-based access controls.
- Search & playback: Calls can be searched by timestamp, user, or tags — making retrieval fast and compliant.
- Integration: Some recording platforms sync with CRM or case management systems to attach voice interactions to customer records.
You’ll need to work with a certified compliance recording partner, as Microsoft itself does not provide built-in recording for PSTN calls. Pure IP can connect your Teams Phone deployment to these call recording platforms and ensure compliance from the network up — even in hybrid Direct Routing or Operator Connect setups.
16. What is Teams Premium and how does it support voice?
Teams Premium is an add-on license that brings advanced capabilities to Microsoft Teams — and several of them specifically enhance Teams Phone functionality.
Key voice-focused benefits include:
- Queues App: Offers real-time queue metrics, agent opt-in/out controls, and call reporting for small teams.
- Intelligent Recap: AI-generated meeting summaries, searchable transcripts, and action tracking — including for PSTN calls.
- Advanced security: Features like watermarking, sensitivity labels, and E2E encryption apply to sensitive voice interactions.
- Customization: Branded meeting lobbies, templates, and user experiences for high-touch external calls.
- Webinar enhancements: Tools for outbound communications teams managing large-scale virtual engagements.
Teams Premium is best suited for organizations that need a bit more than the standard Teams feature set — without jumping straight to a third-party contact center. It’s especially useful for customer service, IT support, legal teams, and project managers managing internal call volumes or external stakeholder engagement.
17. Will Copilot help with Teams Phone admin tasks?
Yes. Microsoft 365 Copilot for Admins is rolling out new tools that simplify and automate Teams Phone management.
Today’s Teams Phone admin tasks — like assigning numbers, applying dial plans, setting policies, or managing call queues — often require navigating the Admin Center or scripting in PowerShell. With Copilot, that changes.
Admins will soon be able to:
- Assign phone numbers or licenses via natural language prompts
- Create or update policies (“Set international calling enabled for all users in the UK office”)
- Search usage data and quality metrics across call logs
- Automate user provisioning or cleanup workflows
While these features are still maturing, Microsoft has committed to expanding admin Copilot capabilities — making Teams Phone easier to manage at scale. If your IT team is stretched thin, these tools help you stay responsive without adding headcount.
18. Is Teams Phone reliable enough for critical environments?
Yes — Teams Phone is built on Microsoft’s global cloud infrastructure, backed by a 99.999% financially-backed SLA. For most enterprises, it’s more reliable than their legacy PBX ever was.
Beyond uptime, Microsoft has invested in voice-specific redundancy and survivability:
- Survivable Branch Appliances (SBAs): Local appliances that keep PSTN calls flowing for up to 7 days in case of WAN or cloud failure.
- Geo-redundant SBCs: Especially useful in Direct Routing models, allowing automatic failover between regions or data centers.
- Real-time telemetry: The Teams Admin Center shows call quality, jitter, and packet loss — giving you insight into every call across your network.
- Multiple connectivity models: Operator Connect and Direct Routing allow you to choose failover-capable providers and design resilient call paths.
Pure IP adds another layer with 24/7 support, follow-the-sun NOC, and real-time alerting. If Teams Phone becomes your primary voice system, we ensure it meets enterprise-grade expectations for reliability and response.
Enterprise considerations
19. How does Teams Phone support hybrid work?
Microsoft Teams was built for a distributed workforce — and Teams Phone fits naturally into that model.
Users can make and receive calls from:
- Desktop: Windows and macOS with full Teams client capabilities
- Mobile: iOS and Android with full PSTN support
- Web: Via Edge or Chrome — ideal for shared workstations or BYOD
- Devices: Certified desk phones, headsets, or speakerphones
For hybrid workers, it means you can pick up where you left off — regardless of device or location. Caller ID, voicemail, call history, and meeting invites all stay synced.
From an admin perspective:
- You manage everything centrally in the Teams Admin Center
- Policies can be scoped by role, region, or device
- Call queues, shared numbers, and delegated calling reduce handoffs and bottlenecks
Pure IP extends this flexibility with mobile integrations, shared device licensing, and Direct Routing support for remote offices or users who need local breakout. It’s hybrid work, with telecom-grade stability and control.
20. What kind of hardware is compatible?
Teams Phone supports a wide range of certified hardware — and not just for desk jobs.
Soft clients: Most users will rely on the Teams app on desktop, mobile, or browser. It’s fully featured and tightly integrated with Microsoft 365.
Certified devices:
- Desk phones from Yealink, Poly, AudioCodes, and others
- Teams Displays for hot desking or reception
- Speakerphones, webcams, and headsets from Jabra, Logitech, Epos
SIP phones: Legacy SIP devices can be integrated via a certified SBC, allowing you to preserve investments in existing hardware during migration.
Common area devices: Shared phones, door entry systems, paging systems, and analog handsets can be supported using analog gateways and appropriate licensing.
21. What licensing is required for Microsoft Teams Phone?
Microsoft changed its licensing structure in 2024, so the answer depends on your tenant’s history and what SKU you’re purchasing.
- If you’re an existing Office 365 E5 or Microsoft 365 E5 customer, and you haven’t moved to the new “No Teams” licensing model, then Teams Phone is still included.
- If you’re a new enterprise customer (first time buying E5 today), you’ll need to explicitly add the Microsoft Teams Enterprise license to your suite, and then purchase the Teams Phone Standard add-on to enable telephony.
For other users:
- E1 or E3 customers must purchase the Teams Phone Standard license separately.
- Frontline (F1 or F3) users can buy a reduced-cost Teams Phone license tailored for device-centric use.
- Common area or shared devices require a Teams Shared Devices license, assigned to the phone itself.
- Microsoft Copilot for Teams Phone requires a separate Microsoft 365 Copilot license ($30 PUPM) and a supported productivity suite.
It’s complex — and not always intuitive.
22. What does a typical Teams Phone deployment look like in 2025?
Modern enterprise deployments are hybrid by design, built around global coverage, modular control, and simplicity at scale.
Here’s what that often looks like:
- Operator Connect in Microsoft-supported regions, using Pure IP for fast onboarding, simplified billing, and native management in Teams Admin Center.
- Direct Routing in markets where Microsoft doesn’t offer PSTN replacement or where legacy devices, call recording, or advanced routing is required.
- Shared Calling and Auto Attendants configured natively for departments or distributed teams.
- Mobile Connect or Webex Go for Teams for executives and mobile-first users.
- Teams Premium and Copilot layered on top for advanced analytics, AI, and workflow automation.
- Integrated contact center (native, certified, or Dynamics 365) depending on the size and complexity of customer service operations.
Pure IP helps customers build, support, and evolve this architecture globally — backed by telecom-grade resilience and expertise.
23. What are my contact center options with Microsoft Teams?
Microsoft Teams now offers flexible pathways for contact center integration — covering everything from informal helpdesks to full-scale, AI-powered operations.
- Light / internal teams
Use Microsoft’s built-in Call Queues and Auto Attendants for internal helpdesks, reception lines, or low-volume support. It’s included in Teams Phone licenses and easy to set up. With Teams Premium, you can use the Queues app for real-time metrics and agent management.
- Mid-size / formal contact centers
Use a Teams-certified contact center — like Luware, Anywhere365, or Five9. These are cloud platforms that integrate via Microsoft’s Connect or Extend models. Extend-level integrations allow agents to stay in the Teams interface, with full access to routing, CRM integration, and analytics.
- Complex, regulated environments
Use Microsoft Dynamics 365 Contact Center, Microsoft’s AI-native solution built on Azure Communication Services. It’s ideal for customer service at scale, offering conversational IVR, omnichannel routing, Copilot-driven agent support, and rich reporting. It doesn’t run inside Teams but integrates for back-and-forth collaboration.
Choosing the right model depends on size, use case, and workflow.
24. Is Shared Calling right for my Microsoft Teams Phone deployment?
Shared Calling is a valuable feature in the Microsoft Teams Phone toolkit. It allows multiple users to share a single phone number (DID) and PSTN connectivity — making it a smart fit for departments, frontline workers, or scenarios where not everyone needs a direct line.
Instead of assigning a full Teams Phone license and unique number to each user, Shared Calling lets you:
- Reduce licensing and telephony costs
- Route calls through a common number (like a department line or regional hub)
- Keep control centralized while enabling individual user calling capabilities
- Use shared numbers across shifts, devices, or low-call-volume users
It’s particularly useful for:
- Warehouses and manufacturing plants
- Field-based teams
- Frontline staff using shared devices
- Regions with limited DDI availability
The key is aligning Shared Calling with user roles. Not everyone needs a direct line. Pure IP can help you design a hybrid architecture — combining Shared Calling, direct numbers, and call queues — that balances functionality, compliance, and cost.
25. How do we choose the best Operator Connect provider for our business?
Not all Operator Connect providers are created equal. While Microsoft certifies providers for the program, the experience, coverage, flexibility, and support model vary significantly — and those differences matter when you're deploying voice at scale.
Here’s what to evaluate:
- Geographic reach: Does the provider offer PSTN replacement services where you need them? Watch out for global coverage claims and ensure that the provider has licensed PSTN coverage in the countries you require.
- Pricing: Can they offer flexible billing (e.g., pay-as-you-use, number blocks, Shared Calling)? Are there minimums, bundles, or hidden costs?
- Migration support: Will they help you port numbers, configure Teams, and migrate legacy infrastructure — or are you on your own?
- Integration capabilities: Do they support hybrid models (e.g., Operator Connect + Direct Routing), analog devices, or contact center needs?
- Support access: Are you calling a helpdesk or getting direct access to engineers? What’s the SLA and escalation path?
- Self-service tools: Can you manage number provisioning and routing through a portal, or is everything ticket-based?
Make Microsoft Teams Phone work harder for your business
Microsoft Teams Phone isn’t just about replacing your PBX. It’s a strategic move — one that can unify communications, simplify infrastructure, and bring voice fully into your cloud environment.
Pure IP is the expert partner that makes it all work:
- Global PSTN in 50 countries, and other solutions in 137.
- Operator Connect and Direct Routing — under one roof
- Migration support, legacy integration, and AI readiness
- Mobile, SMS, and contact center options that scale with you
Whether you’re just starting your Teams Phone rollout or looking to improve what you’ve already deployed, we help make voice the easiest part of your IT strategy.
