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.
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?
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?
Enterprises have three main options to connect Teams Phone to the PSTN:
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.
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.
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.
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.
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.
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.
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:
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.
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:
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.
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:
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:
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:
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.
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 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:
With this setup:
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:
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.
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:
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.
Copilot brings AI-driven productivity into Microsoft Teams — and that includes voice.
When integrated with Teams Phone, Microsoft 365 Copilot can:
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.
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:
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.
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:
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.
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:
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.
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:
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.
Microsoft Teams was built for a distributed workforce — and Teams Phone fits naturally into that model.
Users can make and receive calls from:
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:
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.
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:
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.
Microsoft changed its licensing structure in 2024, so the answer depends on your tenant’s history and what SKU you’re purchasing.
For other users:
It’s complex — and not always intuitive.
Modern enterprise deployments are hybrid by design, built around global coverage, modular control, and simplicity at scale.
Here’s what that often looks like:
Pure IP helps customers build, support, and evolve this architecture globally — backed by telecom-grade resilience and expertise.
Microsoft Teams now offers flexible pathways for contact center integration — covering everything from informal helpdesks to full-scale, AI-powered operations.
Choosing the right model depends on size, use case, and workflow.
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:
It’s particularly useful for:
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.
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:
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:
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.