With Microsoft Teams Enterprise Voice, you can manage calls, chat, and meetings from a single platform. This guide shows you how to implement the solution from start to finish—from choosing a telephony setup to assigning numbers, integrating, and testing—to give your business a stable, scalable, and professional communications infrastructure.
In today's business world, effective communication is more important than ever. More and more companies are choosing cloud-based solutions to streamline operations, increase efficiency, and reduce costs. One of the most significant advances in this area is Microsoft Teams Enterprise Voice, which enables telephony to be integrated directly into Microsoft Teams.
Microsoft Teams was originally designed as a collaboration platform, but quickly evolved into a central communications hub for businesses, integrating calling, video, and chat into one unified tool. With Enterprise Voice, organizations can now also handle voice calls directly within Teams, fundamentally changing how businesses communicate both internally and externally.
What is Microsoft Teams Enterprise Voice?
Before we dive into the setup process, it's important to understand what Microsoft Teams Enterprise Voice actually is and how it can create value for your business.
Enterprise Voice is a cloud-based telecom solution that is integrated directly into Microsoft Teams. It enables businesses to make and receive calls to and from external phone numbers directly within Teams. It is particularly relevant for organizations looking to replace traditional landlines or legacy PBX solutions with a modern, flexible, and scalable cloud-based platform.
Key features of Microsoft Teams Enterprise Voice:
Unified Communication: All forms of communication – chat, video and voice – are brought together in one platform.
Direct Routing: Allows you to connect existing phone infrastructure to Teams, allowing you to use current phone lines and carrier agreements.
Cloud-based operation: Eliminates the need for expensive onsite hardware and provides better flexibility and scalability.
Advanced call management: Features such as call queues, automatic transfer, and voicemail ensure that the company can handle calls efficiently and professionally.
Integration with Microsoft 365: The solution is tightly integrated with other Microsoft tools such as Outlook, SharePoint and OneDrive, creating a coherent and efficient work experience.
Mobile and desktop support: Employees can make and receive calls from both mobile and computer, no matter where they are.
With these features, Microsoft Teams Enterprise Voice helps businesses simplify their communications infrastructure, reduce operational costs, and increase productivity.
Step-by-step guide to setting up Teams Enterprise Voice
Setting up Microsoft Teams Enterprise Voice can be broken down into a series of manageable steps. However, to ensure a smooth integration, it is important that each step is completed carefully and that the requirements are understood along the way.
1. Assess your current communications infrastructure
Before you begin setting up Enterprise Voice, it's important to evaluate your existing communications solution. Consider the following factors:
Existing phone system : Do you currently use a PBX system or another telephony solution? If so, you need to consider whether you should use Direct Routing to connect your existing system to Teams, or whether a Microsoft Calling Plan would be more appropriate.
Call volume : Estimate the number of calls your organization handles daily or weekly. This is crucial for choosing the right solution and associated features.
Business needs : Identify what additional features you need – such as call queues, auto-dial, voicemail, or advanced call routing.
Geography and local numbers : Consider whether your employees need local phone numbers in different regions or countries, as this may influence the choice of Calling Plan.
By thoroughly understanding your needs, you ensure that you choose the right solution for Microsoft Teams Enterprise Voice, whether it's Calling Plans or Direct Routing.
2. Choose the right Calling Plan
Microsoft offers several different Calling Plans for companies looking to implement Teams Enterprise Voice. The plans vary depending on features, geographic coverage, and your telecommunications needs. The three primary options are:
a) Microsoft Calling Plans
Microsoft's Calling Plans are a simple way to integrate telephony directly into Teams without the need for additional equipment. There are two main types:
Domestic Calling Plan : Allows calls to local and national numbers within a specific country.
International Calling Plan : Allows businesses to make calls to both domestic and international regions.
If your organization already uses Microsoft Teams for collaboration and doesn't have an existing telecom provider, this is often the most hassle-free solution.
b) Direct Routing
With Direct Routing, your company can connect Teams Enterprise Voice to your existing phone system. This means you can keep your current telecom provider while Teams becomes part of your overall communications solution.
Direct Routing is ideal for businesses that want to maintain existing telephony solutions or have complex needs such as custom features or advanced call routing. The setup requires a Session Border Controller (SBC) to connect your system to Microsoft 365, providing a secure and stable integration between Teams and the phone system.
c) Operator Connect
Operator Connect is a newer solution where a certified Microsoft telecom provider connects your telephony directly to Teams. This model simplifies setup, requires minimal configuration, and ensures a stable solution with documented compatibility.
It is an obvious choice if you want a balance between flexibility and easy administration, without having to handle technical details yourself.
3. Setting up Direct Routing or Calling Plans
Once you have chosen your Calling Plan, the next step is to set up the necessary infrastructure for Microsoft Teams Enterprise Voice.
If you choose the Microsoft Calling Plan, setup is relatively simple. Microsoft handles most of the work, including assigning phone numbers, configuring calling settings, and connecting to the public switched telephone network (PSTN). Simply enable the features in the Microsoft 365 Admin Center and assign the appropriate licenses to users. It's a quick way to get started with telephony in Teams without the need for additional equipment.
If you choose Direct Routing, however, the setup requires a bit more technical work, as you need to connect your existing telecom infrastructure to Teams via a Session Border Controller (SBC). This acts as a bridge between your phone system and Microsoft Teams.
The setup involves installing and configuring the SBC
Secure connection between SBC and Microsoft 365
Adjusting routing rules, SIP configuration, and certificates
Setting up calling policies and user rights in the Teams Admin Center
It is crucial that both the SBC and the Teams environment are properly configured to ensure stable and secure telephony.
If you need sparring or technical assistance with Direct Routing, Performance Metrics is ready to guide you through the process.
4. Configuring calling features in Teams
Once your calling infrastructure is set up, the next step is to configure the various calling features in Microsoft Teams Enterprise Voice. These features help ensure that calls are handled professionally and efficiently. Here are the most important features you should configure:
Auto Attendants (Keypad Menus) Create automated answering systems where users (callers) can select a department or employee via a voice menu. This ensures that calls are quickly routed to the right place.
Call Queues Organize incoming calls into queues so your business can better handle high volume and direct calls to available employees. Queues can be prioritized and set up with music on hold, messages, etc.
Voicemail Enable voicemail for all users so that missed calls can be answered later.
Call forwarding and transfer Define rules for forwarding so that calls are automatically forwarded to a colleague, mobile phone or another department if an employee is not available.
Emergency calls Configure emergency calls in accordance with local regulations.
These features give you full control over how calls are received, distributed and processed, strengthening your customer service, reducing wait times and ensuring that no call is lost.
5. Assigning phone numbers to users
Assigning phone numbers is one of the most important steps in setting up Microsoft Teams Enterprise Voice. Each employee must have a unique and usable phone number to make and receive calls directly in Teams. The process depends on the setup your company has chosen and whether you are using Microsoft Calling Plans or Direct Routing.
a) Assigning numbers with Microsoft Calling Plans
If your company uses Microsoft Calling Plans, the process is relatively simple. Once the necessary plans are purchased and activated, you can assign phone numbers directly in the Microsoft Teams Admin Center. Here's how:
Log in to the Microsoft Teams Admin Center Go to admin.teams.microsoft.com and log in (NB. Administrator rights required).
Go to the “Voice” section Under the “Calling” menu item, you will find the “Voice” section , where you manage dial plans, phone numbers, and routing.
Assign phone numbers to users Here you can either transfer existing numbers or use new phone numbers from Microsoft. Select the user who should have the number and assign the desired number.
Configure the user's calling settings Once the number is assigned, ensure that the user's calling settings are configured correctly. This can include voicemail, call forwarding, and auto-answer.
The advantage of The beauty of Microsoft Calling Plans is that the entire process takes place within the Microsoft ecosystem without the need for external telephony infrastructure or additional integrations. This makes assigning and managing numbers fast, easy, and scalable – ideal for businesses that want a cloud-based solution.
b) Allocation of numbers with Direct Routing
For businesses using Direct Routing, assigning phone numbers requires a little more setup. Direct Routing allows you to keep existing phone numbers or add new ones from an external telecom provider. This provides greater flexibility, which can be especially important for organizations with complex telephony setups or existing agreements with telecom providers.
In this case, the process will look like this:
Transfer of existing numbers: If your company is switching from a traditional PBX system or another provider, you can transfer your current numbers to Microsoft Teams. This typically involves submitting a porting request to your telecom provider and coordinating the process with Microsoft. It’s also important to consider the timing of the transition so that there is no disruption. This process ensures that your employees keep their familiar phone numbers in the new system.
2. Acquire new numbers: If you need new numbers, they can be purchased through either Microsoft (using their number pools) or a third-party telecom provider. Once the numbers are received and ready, you associate them with the intended users through the Microsoft Teams Admin Center in the same way as with Calling Plans.
3. Session Border Controller (SBC) Configuration: Direct Routing requires setting up a Session Border Controller (SBC) – the technical link between your current telephony infrastructure and Microsoft Teams. The SBC ensures that all communication between the systems is secure, translates signals and protocols correctly, and enables calls over your existing lines and equipment. This part is technically complex, and many choose to work with a certified IT partner or consultant to ensure proper setup.
4. Assigning numbers to Teams users: Once the SBC is in place and integrated with Teams, you can create relevant user profiles in the Teams Admin Center, associate each number with the corresponding user, and ensure that the user has the correct calling policy, license, and routing configuration.
Direct Routing provides the flexibility to maintain existing telephony infrastructure and providers, while giving the company all the benefits of Microsoft Teams as a unified communications platform.
Important considerations when assigning phone numbers
When assigning phone numbers for Microsoft Teams Enterprise Voice, it is important to consider the following factors to ensure an efficient setup:
Location and departmentalization: If your organization has multiple locations or departments, phone numbers should be assigned based on users' geographic location or department. For example, employees in different regions may need local numbers, both to comply with local regulatory requirements and to ensure cost-effective telephony.
Call routing rules: Depending on the structure of your organization, you may need to set up different call routing rules. For example, the sales team may have their own numbers for customer inquiries, while the support department may have dedicated helpdesk numbers. By assigning phone numbers based on role or department, you ensure that calls end up in the right place.
Desktop and mobile access: All employees should be able to make and receive calls from both desktop and mobile. With Microsoft Teams, calls can be made from both mobile and desktop, so employees remain available even when they are working outside the office.
Proper and thoughtful phone number assignment ensures that Microsoft Teams Enterprise Voice works efficiently, allowing your employees to communicate seamlessly, no matter where they work.
6. Test the system thoroughly
Once the phone numbers are assigned and the basic setup is complete, it's important to test the system thoroughly. Thorough testing ensures that your Microsoft Teams Enterprise Voice solution is working as expected and that users can make and receive calls without any issues. Here are the key areas of testing:
a) Test call routing and direct dialing
Verify that all calls are being routed correctly. Make test calls – both internal and external – to ensure that calls are going to the right person or department. Also, verify that your dial plan is configured correctly and that Direct Routing or Calling Plan is working smoothly.
b) Verify call quality
Test the audio quality of calls to make sure there is no delay, distortion, or dropped connections. Microsoft Teams uses high-definition (HD) audio by default, but network issues can still affect quality. So make sure your company's network is optimized for VoIP traffic.
c) Check voicemail and forwarding
Ensure that voicemail is properly configured for users who are unavailable. Test that messages are correctly recorded and delivered to the recipient. Also test call forwarding to ensure that calls are routed to the correct number or voicemail when the user is busy.
d) Test integration with other functions
Microsoft Teams Enterprise Voice includes features like call queues, auto attendants, and Direct Routing . Test all of these features to ensure they are working properly. For example, you can check if a call goes through the auto attendant correctly and on to the appropriate agent in the queue.
e) Test on both mobile and desktop
Confirm that users can make and receive calls from both mobile and desktop. Employees should be able to be reached whether they are working from home or in the office.
By testing all these areas, you ensure a stable and professional calling experience for both employees and customers. It minimizes the risk of errors and builds trust in the new solution.
7. Training and adoption
Once setup and testing are complete, the next step is to focus on training and adoption. It is crucial that employees know how to use Enterprise Voice effectively and that any challenges are resolved before the solution goes live.
a) Provide basic call training
Teach employees how to make and receive calls in Microsoft Teams. Training should include how to call external numbers, transfer calls, and use the Teams interface for communication.
b) Train users on advanced features
Make sure your employees are familiar with features like call forwarding, voicemail management, and call transfer. This will allow them to handle calls more efficiently – especially during periods of high call volume.
c) Establish troubleshooting procedures
Employees should be able to troubleshoot basic problems themselves. Provide a simple guide with solutions to common problems like poor sound quality or dropped calls. This saves time and reduces the need for IT support.
d) Offer ongoing support
Once the solution is implemented, there must be access to ongoing support. Make sure employees can easily contact a help desk or support department if they encounter problems or have questions about new features.
Successful training and adoption ensures that employees feel comfortable with the system and can quickly get started. The faster the adoption, the sooner your business can benefit from Microsoft Teams Enterprise Voice as a unified, modern communications solution.
Conclusion
Setting up Microsoft Teams Enterprise Voice is an effective way for businesses to modernize their communications infrastructure. The solution offers a flexible, scalable, and cost-effective platform to streamline voice communications across your entire organization. Whether you’re looking to replace an outdated phone system or integrate telephony directly into your existing Teams platform, Microsoft Teams Enterprise Voice gives you all the tools you need to succeed.
At Performance Metrics, we specialize in helping companies implement and optimize Microsoft Teams Enterprise Voice. Our experts guide you confidently through the entire setup process, ensuring the system is tailored precisely to your business needs.
Are you ready to take your communications to the next level? Contact us today and let us help you realize the potential of Microsoft Teams Enterprise Voice.