Why Microsoft Teams Telephony Burns Out IT Admins

Managing Teams telephony isn’t hard because it’s complex. It’s hard because it’s constant. 

Every week, the helpdesk is hit with the same types of requests: 

• “Can you update this call queue?” 

• “We need to onboard five new users - can you assign numbers and licenses?” 

• “Can you remove that inactive user from our auto attendant?” 

Individually, these tasks aren’t challenging. But stacked together - and repeated across departments, subsidiaries, or tenants - they consume hours of time that should be spent on strategy, security, and scaling. 

For most IT administrators, Microsoft Teams Telephony is a growing source of operational noise. Every change requires a manual update. Every request creates a new support ticket. And when everything runs through IT, bottlenecks and burnout are inevitable. 

Coherence, from Performance Metrics, solves this by turning Teams telephony administration into a streamlined, centralized, and - most importantly - delegable process. With tools like VoiceQ365, DDI Manager, and Auto Provisioning, IT teams no longer have to carry the full weight of day-to-day telephony alone. 

The IT Admin’s Reality Today 

For IT administrators responsible for Microsoft Teams telephony, the workload is rarely about solving complex technical issues - it’s about managing scale, repetition, and expectations. 

As more departments adopt Teams for customer service and internal communication, telephony management becomes a continuous operational burden. Helpdesk and service desk teams are routinely tasked with: 

• Creating and updating call queues 

• Assigning or reassigning DDI numbers 

• Configuring auto attendants for different departments 

• Extracting data and statistics for strategic decision-making  

• Onboarding and offboarding users with the correct licenses and call settings 

• Responding to change requests that often require manual PowerShell commands 

What should be straightforward administrative tasks end up consuming disproportionate time and resources. Even minor changes - like renaming a queue or adjusting availability settings - can lead to ticket backlogs and delays, especially in organizations with multiple sites or Teams tenants. 

In many cases, these routine responsibilities interrupt higher-priority work, create internal dependencies, and limit IT’s ability to focus on system optimization, compliance, or infrastructure projects. 

The result is a strained IT operation forced to balance day-to-day service requests with long-term strategic goals, often without the right tools to do both efficiently. 

How Coherence Solves These Problems 

The Coherence platform - powered by VoiceQ365, DDI Manager, and Auto Provisioning - is built to simplify Microsoft Teams telephony at scale. It replaces fragmented, manual processes with a centralized, automated, and secure system that works across departments, tenants, and business units. Here’s how: 

Eliminating the need for PowerShell 

One of the most persistent challenges in Teams administration is the reliance on PowerShell scripting to carry out what should be routine tasks. Coherence eliminates this barrier entirely. 

All core telephony functions - including number management, call queue configuration, user provisioning, and policy enforcement - can be handled through a secure, browser-based interface. These tasks are performed visually, using intuitive controls that don't require deep PowerShell expertise within the IT team. This accelerates administration, reduces risk of errors, and removes a key operational bottleneck. 

But the benefits go beyond day-to-day convenience. Because Coherence is built to adapt in line with Microsoft’s Teams roadmap, IT teams no longer have to rewrite or refactor scripts every time Microsoft releases new features, updates APIs, or deprecates certain settings. In effect, Coherence future-proofs Teams administration. IT can manage large-scale telephony environments with confidence, knowing the platform will remain compatible with Microsoft updates without additional effort. 

Centralized management through a unified interface 

Teams elephony is often characterized by the fragmentation of tools and processes. Coherence solves this by consolidating all voice management into one interface.  

From a single web-based dashboard, admins can oversee users, queues, numbers, licenses, and policies across the entire organization. This consolidation not only saves time and reduces cognitive load but also eliminates guesswork and context switching. 

The result? Fewer silos, faster updates, and less reliance on individual experts to manage specific tools. 

Delegation without risk: Role-Based Access Control 

Coherence enables IT administrators to safely delegate specific tasks to non-technical users with granular role-based access controls (RBAC). IT administrators can define exactly what each user or role is allowed to view and modify, whether it’s a specific call queue, a single department’s DDIs, or only user-level reporting. 

This means frontline team leaders can manage what’s relevant to them without accessing anything beyond their scope. Thus, RBAC empowers the business to move faster while giving IT the confidence that delegation won’t come at the cost of security, stability, or oversight. 

Automation that scales: Auto provisioning 

Manual onboarding and license assignment are some of the most repetitive tasks for IT. Coherence automates these configurations based on predefined business rules. As soon as a new user is added to Entra ID, the system can automatically assign the correct Microsoft 365 license, pull an available DDI number from the relevant pool, apply appropriate voice policies, and enroll the user in the correct call queues based on a user’s department, role, or location.

This automation ensures consistency, reduces the risk of misconfiguration, and accelerates time-to-productivity for new employees. It’s particularly valuable for fast-growing companies, seasonal staffing needs, or any organization managing large-scale onboarding across multiple regions or departments. 

Oversight across tenants and departments 

For organizations operating across multiple departments, subsidiaries, or Teams tenants, Coherence provides centralized visibility and policy enforcement.  

IT can track number usage, audit queue performance, enforce naming conventions, and identify issues across all environments - regardless of how many Teams tenants or departments are involved. 

Everything is logged, centralized, and easily accessible for audits, reviews, or reporting. 

IT no longer needs to chase down configuration files or depend on spreadsheets to understand what’s happening across the environment. 

What This Means for the IT Team 

With Coherence in place, the role of the IT team shifts from reactive support provider to strategic enabler. By removing the need to manually handle every configuration change or onboarding request, IT can operate more efficiently and focus on high-value activities. 

Reduced ticket volume 

When routine updates like number assignments or queue changes are handled by department leads, all within the safe boundaries of role-based access, internal support tickets drop significantly.  

IT provides the guardrails, and business users handle their own changes within them. The result is faster turnaround, less friction, and more bandwidth for the IT team. 

What previously generated tickets now becomes a self-service function, governed by policy and executed safely by non-technical staff.  

More time for strategic initiatives 

With fewer manual interventions, IT regains time which can be reinvested into work that drives long-term business value: improving Teams governance models, enhancing voice infrastructure, addressing security needs, or leading cloud transformation projects. 

Without the burden of scripting maintenance and manual changes, the IT team can align more closely with business objectives and accelerate innovation to deliver long-term impact across the organization. 

Improved consistency and fewer errors 

Standardized provisioning and centralized management reduce the likelihood of misconfigurations. With Auto Provisioning handling license and number assignment, and role-based access preventing unauthorized changes, IT can ensure that users are always set up correctly and according to policy. 

Increased confidence in Microsoft Teams environments 

A centralized dashboard gives IT real-time insight into the full Teams telephony landscape - from user access to call queue performance. 

This visibility enhances compliance, speeds up troubleshooting, and reinforces IT’s role as a trusted, proactive partner in business operations. 

Business Impact: Zooming Out 

While Coherence solves day-to-day challenges for IT teams, its long-term value extends far beyond operational efficiency. It helps the organization scale securely, reduce overhead, and improve the service experience across departments. 

Sustainable growth without overstretching IT 

As organizations expand - whether through new hires, departments, or locations - the volume of telephony requests grows with them. Without the right tools, this demand quickly overwhelms IT teams, who become the bottleneck for even routine updates. 

Coherence solves this by automating user provisioning and enabling safe, structured delegation. New users can be onboarded, queues adjusted, and numbers assigned all without generating extra tickets or requiring IT to scale headcount. Growth no longer means more manual admin. It means smarter operations. 

Stronger internal collaboration 

When teams outside of IT can manage their own telephony needs, they respond faster to operational changes like adjusting availability schedules, managing greetings, or reassigning users. 

Coherence makes this possible with role-based access and a user-friendly interface. Department leaders gain ownership of their communication workflows, while IT sets the boundaries and maintains visibility. The result is a more collaborative, accountable organization where business units can act independently, and IT becomes an enabler, not a gatekeeper. 

Better compliance and risk management 

Coherence ensures that Teams telephony configurations stay consistent, auditable, and aligned with policy - even across multiple tenants or business units. 

Standardized processes reduce the risk of misconfiguration. Built-in logging and role-based access make it easier to track changes and demonstrate compliance, especially in regulated industries or during audits. 

Better employee onboarding and enablement 

New hires shouldn’t have to wait days to get fully connected. With Coherence, provisioning is instant and automatic - from Teams licenses to DDI numbers and queue assignments. 

This accelerates productivity, streamlines onboarding, and ensures new employees are ready to work without waiting on IT. 

Faster, smarter customer service 

When frontline teams can adjust call queues or greetings without waiting for IT, they can respond to changing demand in real time. 

Customers spend less time on hold, receive more accurate routing, and experience better service - powered by internal agility, not added infrastructure. 

Regain control without doing it all 

Managing Microsoft Teams Telephony doesn’t have to mean managing every detail. With Coherence, IT teams can reduce the operational overhead of voice management, without giving up visibility, control, or security. 

The result is a more scalable, efficient, and responsive approach to Teams Telephony - one that supports the business without draining IT resources. 

Ready to rethink Teams Telephony? Let’s explore how Coherence can help your IT team reduce support load, simplify management, and stay in control as your business grows.