Teams Phone management is what keeps everything on track after go-live. It’s how you handle growth, change, and day-to-day operations.
Without clear oversight, even the best-planned deployment can unravel fast. From user changes to call quality, Teams Phone management keeps everything running smoothly and securely.
Without a formal management plan, Teams Phone will spiral out of control.
You’ve got users making requests left, right, and center. You’ve got meeting room phones used by any and everyone. And you’ve got no idea whether adoption is dwindling due to something you’ve done or an external influence.
When you’re planning for Teams Phone, mark your path to success by factoring in everything you need to know about Teams Phone management from day one.
When making the leap to Teams Phone, you’ve got five major considerations:
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Microsoft’s retail product. Ideal for small businesses or those with low call volume. Calls are billed by Microsoft and managed in the Teams Admin Center. |
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Microsoft-approved third-party carriers provide their own calling connectivity to the Teams app. Managed in the Teams Admin Center. |
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Connecting third-party phone system equipment from any provider. Billed by the third party and managed via supplier portals or via support requests. |
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Microsoft-approved carriers that can license mobile numbers as your Teams Phone number. Managed in the Teams Admin Center. |
Read More: Operator Connect vs Microsoft Calling Plans vs Direct Routing for Microsoft Teams
Does Teams Phone provide everything you need from a PBX? Are you familiar with the replacement features a modern collaboration solution introduces? (For example - Presence and instant messaging replace the need for internal voicemails.)
As standard, expect to get the following out of the box when subscribing to Teams Phone:
If you’re already using Teams for chats and meetings, you’ve unlocked a cheat code to Teams Phone adoption.
Adding Teams Phone to an existing Teams setup only introduces a few new items:
If you’re not currently using Teams for collaboration, or plan to roll out Teams Phone with physical handsets, users will have a new look and feel to their calling experience. Consider creating a user adoption pack:
Free download: Microsoft Teams Phone Migration Guide & Checklist
Outside of native Teams Phone features, you may also have/need access to tools like compliance call recording, comprehensive analytics, and omnichannel contact center functionality.
In niche verticals, you may also need other security and compliance, monitoring, or management tools. These come with their own portals and interfaces and may require extra user and admin training. Make sure you factor this in when planning for implementation and ongoing management.
Related: Plan for Teams Phone
For external tools like Salesforce, ServiceNow, and even competing apps like Zoom and Webex, the Microsoft app directory houses thousands of ready-to-install apps.
Be aware that while these look plug-and-play, many need approval or setup via Teams admins. When planning your migration to Teams Phone, audit the non-Microsoft apps your business relies on so it’s not a surprise when you’re asked to create and maintain workflows.
The next major milestone in your Teams Phone journey is pulling the trigger. Expect to set up new users, configure policies, and add to call queues.
When you’re done setting up your “to-be” state, you’ll start migrating over existing numbers. Here begins the first serious phase of ongoing Teams Phone management.
Conduct these steps before you migrate:
Conduct these steps as you migrate:
Conduct these steps after you migrate:
Before you being your migration to Teams Phone, make sure your foundations are in place. Each of these five tasks plays a critical role in avoiding disruption and ensuring long-term success. We've also created a free downloadable guide and checklist to support you through every stage of the process from preparation to post-migration refinement.
Download the guide to follow along and stay on track.
Not every system can - or should - be replaced overnight. Identify what needs to stay, such as fax machines, door entry systems, or legacy conference phones. Build a plan for integrating these into your Teams Phone setup, whether through gateways or supported SBCs.
Emergency calling must be accounted for in every location where Teams Phone is used.
Ensure your deployment supports dynamic location routing, especially for remote and mobile users. Work with a provider who understands compliance requirements in your operating regions.
Licensing impacts everything from features to scalability. Map user roles to license types — not every user needs the same feature set. Factor in frontline workers, meeting room devices, and future expansion.
Explore Direct Routing and Operator Connect to meet global and complex needs. Each model offers trade-offs in control, cost, and support. Choose based on your infrastructure, resourcing, and long-term goals.
Voice demands more from your network than chat or email. Run network assessments to identify potential bandwidth or latency issues before go-live. Prioritize QoS policies to protect voice traffic and test across all user environments - office, remote, and mobile.
Just because you’ve completed your migration to Teams Phone, it doesn’t mean you’re off the hook. As with any PBX, there are various management tasks you must expect to carry out.
The difference between Teams Phone management and that of a traditional PBX is that you’re no longer managing physical switches and hardware (except handsets, conference phones, etc.). Instead, you’re focusing on software-based changes as and when they’re needed.
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Traditional PBX Management |
Teams Phone Management |
| Physical on-site changes to hardware | Managing cloud infrastructure via a portal |
| Manual configuration of settings | Automated scripts and centralized admin |
| Maintenance and hardware upgrades | Automatic cloud updates |
| Reactive hardware troubleshooting | Proactive software monitoring |
| Manual user provisioning and deprovisioning | Automated user management |
When managing Teams Phone, expect to make changes to the following:
Teams Phone management also incorporates the measurement, monitoring, and process improvement of your PBX environment:
When managing Teams Phone, especially in large businesses, you’re responsible for the ultimate success of the solution.
Even if you weren’t involved in the procurement, the IT-cum-Teams admin is the beating heart of a Teams Phone deployment. So it pays to have everything under control.
Great Teams Phone management looks like:
The Teams Admin Center (TAC) is the hub for the majority of Teams Phone management.
Here, you get access to:
For larger scale changes, you may lean on manual scripts, using PowerShell, or third-party solutions to help apply bulk changes.
Read more: Migrating to Microsoft Teams Phone? Here’s what you need to know
Pure IP is your strategic partner for Teams Phone transformation. With deep experience across a wide range of Teams Phone deployments, we know how to navigate the complexities and move you forward with confidence. Whether you're migrating from a traditional PBX or building out a new setup, we’ll help you get it right.