How Merlin made Teams Phone work across parks, hotels, and offices

Merlin Entertainments operates theme parks, hotels, and attractions across 135+ global sites. Their voice infrastructure was a patchwork of legacy PBXs, analog lines, and Skype for Business deployments. 
 
Migrating to Microsoft Teams Phone meant facing thousands of endpoints, dozens of countries, and no room for downtime. Pure IP partnered with Merlin to deliver a voice transformation that was smooth, scalable, and efficient. 

🎥 Watch Pure IP’s Voices of IT to hear from Paul Cornish, UC Architect and Merlin Entertainments, to hear how they did it. 

What’s covered in this episode: 

In this episode you’ll learn how Merlin: 

• Migrated from Skype for Business to Microsoft Teams across 135 locations
• Used global SIP trunking to simplify routing and reduce vendor complexity
• Handled number porting at scale and made it a repeatable process
• Extended the life of legacy and analog devices using SIP gateways and scripting
• Shifted from in-house SBCs to hosted Direct Routing for easier management
• Connected door buzzers, paging systems, and contact centers to Teams Phone 

Key takeaways: 

Pure IP partnered with Merlin to deliver this global migration. These were the non-negotiables that made it work: 

• Consistency in voice routing with region-wide SIP trunking
• Flexibility to support analog, SIP, and cloud-native devices
• Confidence in porting through automation and hands-on support
• Hybrid voice models tailored to each site — not forced from a template
• A support team that solved problems, not just raised tickets