Microsoft Teams Phone is much more than just a business phone system and represents a small revolution in integrated communication for businesses. In an era where hybrid and remote work is the norm, organizations are looking for solutions that can bring their teams together, no matter where they are. Teams Phone addresses this need with a full range of advanced features that go beyond traditional voice calls. In this article we will see in detail the distinctive features of Teams Phone, the advantages it offers and the available licensing plans, offering a clear overview of how this solution can transform the communication methods of your organization.
In the digital age, in an increasingly globalized landscape and where hybrid work solutions have become increasingly common, efficient and integrated communication has become a crucial aspect for the success of any organization.
Microsoft Teams Phone is a cloud telephony service that allows organizations to manage voice communications through the Microsoft Teams infrastructure. Unlike traditional PBX (Private Branch Exchange, a protocol dedicated to corporate private telephone networks) telephone systems, Teams Phone exploits the power of the cloud to provide a modern, flexible and scalable communication solution.
Part of the Microsoft 365 suite, Teams Phone isn't just a phone system; it's a complete solution that integrates calls, video conferencing, messaging, and collaboration into a single platform. Teams Phone not only supports local and international calls, but it also offers advanced features such as call queue management, automatic answers, and call recording.
Teams Phone converts Microsoft's communication and messaging software into a real complete telephone system, which allows users to make and receive calls through the Public Switched Telephone Network (PSTN) directly from the Teams interface and that manages calls through the cloud, using the robust Azure infrastructure and Microsoft's global network.
Microsoft Teams Phone uses a user-based license (Teams Phone Standard, which we'll dive into in the next section) to offer calling features that include call merging, call transfer, answering machine, and more.
With Teams Phone, users have access to useful features such as transferring calls between devices, call transcription, and integrations with in-car entertainment systems.
The service also offers advanced features such as dynamic emergency calling, location-based routing and local media optimization and is versatile and simple to implement, making it suitable for all businesses, from SMEs to large multinational companies.
Microsoft Teams Phone offers several options to meet your organization's communication and collaboration needs, including Microsoft Calling Plans, Operator Connect, Teams Phone Mobile, and Direct Routing. Each of these solutions can be used independently or combined to create a solution tailored to your business.
Microsoft Calling Plans are charged on a per user basis and offer a monthly service that provides a selected number of minutes. This solution is especially useful when users need to use PSTN calls but don't have a PSTN provider. With the PSTN deactivation scheduled for 2025, it may be time to consider a SIP-enabled voice solution for use with Microsoft Teams.
To set up Calling Plans, you need:
Operator Connect offers PSTN connectivity using an operator-managed infrastructure. This means that Session Border Controllers (SBCs), firewalls, and other network components are all owned and managed by an operator, allowing users to save on hardware costs and access support options. All of this can be configured from the Teams Admin Center, resulting in a faster and easier deployment.
To configure Operator Connect, you need:
With this solution, the user's (SIM-enabled) mobile phone number also acts as a Teams phone number. This means that you can use a single telephone number for both your mobile device and your landline, switching fluidly between different environments and devices without having to change your usage habits. Teams Phone Mobile is the first true unified communication solution on the market.
This is therefore a very useful deployment option for remote or field workers who regularly move between places, devices and networks.
Teams Phone Mobile also supports company policies such as data retention and call recording, ensuring consistency in terms of security, privacy, and compliance.
To implement Teams Phone Mobile, you will need:
With Direct Routing, organizations can leverage their existing PSTN supply contracts and connect almost any telephone trunk, as well as interconnect with third-party PSTN hardware. For example, analog systems, PBXs (Private Branch Exchange), and DECT telephones can be integrated using the Direct Routing model.
To implement Direct Routing, specific infrastructure/network requirements are required, including:
Another option to consider are Communication Credits. The latter are an option offered by Microsoft to pay per minute for PSTN calls.
Communications credits are generally used by companies to:
To successfully implement business processes within the Microsoft 365 ecosystem, the following skills are needed:
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Microsoft Teams Phone Standard is a specific add-on for Microsoft Teams that enables Teams Phone's telephony functionality for specific users within the organization and is provided through a pay-per-user license. This license is required to transform Microsoft Teams into a complete telephony system for individual users.
Teams Phone Standard is available for Microsoft 365 and Office 365 licenses that don't natively include Teams Phone features, such as E1, E3, and Frontline Worker (F1/F3). Users with Microsoft 365 E5 or Office 365 E5 licenses don't need to purchase this license separately, as Teams Phone features are already included in these plans.
The Teams Phone Standard license provides access to basic features such as cloud answering machine, caller identification, call parking, call transfer and forwarding, as well as supporting the use of telephone numbers through PSTN, and users with this license can use Microsoft Calling Plans, Operator Connect, or Direct Routing to enable PSTN connectivity, depending on the configuration chosen by the organization.
Microsoft Teams Phone and Microsoft Teams Phone Standard represent two key components of the telephony solution offered by Microsoft within the Teams ecosystem. Although it may seem that the two names indicate the same thing, this is not exactly the case and this can often lead to a bit of confusion among users, especially those who are now getting closer to evaluating modern cutting-edge alternatives to replace their old communication systems. So let's clarify the matter for a moment before proceeding any further.
Microsoft Teams Phone refers to the general telephony functionality integrated in Microsoft Teams that allows you to make and receive traditional telephone calls (PSTN) using the Teams platform while the denomination Teams Phone Standard Instead, it refers to the specific license that enables these features through add-ons for users who don't already have access to them through their Microsoft 365 or Office 365 plan.
Teams Phone is therefore the overall solution that connects the entire organization, while Teams Phone Standard is the necessary step to activate the capabilities of this solution at the level of the individual user/employee.
Now that we have a clearer idea of what are the salient features of Teams Phone and the license plan to purchase in order to exploit its potential, the time has come to see in a little more detail what are the main advantages of using a Teams Phone System and the improvements it can bring to the communication network of your business.
Microsoft Teams has revolutionized collaboration in organizations by introducing powerful tools such as instant messaging and simple file sharing between individual employees and departments. Teams Phone expands these capabilities by allowing users to make and receive phone calls within the same application.
With Teams Phone, all communication needs, both text and voice, are centralized in a single platform, eliminating the need to switch between different tools and improving operational efficiency.
With the rise of remote work solutions, having a reliable communication system is more important than ever. Teams Phone perfectly supports smart working, allowing employees to make and receive calls from anywhere. This flexibility is essential for companies that want to maintain productivity and collaboration regardless of where their employees are located.
Employees can access Teams Phone over the Internet, using their computers, smartphones, or tablets. This accessibility means they can stay connected with colleagues and customers even when they're out of their office.
Teams Phone is designed to work on a wide range of devices, including Windows or Mac OS desktops and laptops, desk phones, and in-car entertainment systems, always ensuring a smooth and reliable experience, no matter what device you use.
The ability of Teams Phone to integrate on different platforms ensures that users can remain constantly connected and operational, whether they are in the office, on the move or in their vehicle equipped with an on-board computer.
By adopting Teams Phone, organizations can avoid the high maintenance costs associated with older local PBX (Private Branch Exchange) systems. In many cases, the service may already be available as part of the organization's existing Microsoft contract.
This allows us to reduce operating costs and to take advantage of a modern infrastructure without the need for expensive hardware installations or updates that can negatively impact the budget and the operation of our telecommunications.
Thanks to Azure and Microsoft's global network, Teams Phone guarantees high-level performance and reliability. Because this solution is replacing local business phone systems, Microsoft is committed to maintaining, if not exceeding, previous levels of availability, while offering protocols for high-definition audio and video.
The robust network infrastructure and continuous technological improvements ensure that Teams Phone can handle the communication needs of modern businesses with efficiency and quality, making previous business telecommunications solutions a distant thing of the past.
Teams Phone integrates perfectly not only with the rest of the Microsoft ecosystem dedicated to office work, but also with third-party applications and large scale communication operations such as contact centers. Microsoft offers a rigorous certification program for contact center solutions, ensuring that the Redmond home's high standards of security and efficiency are met.
This seamless integration facilitates the deployment of Teams Phone into existing business infrastructures and allows for a unified central management of the company's communications.
Teams Phone is a complete corporate IVR (Interactive Voice Response) solution that allows users to integrate voice inputs, nested menus, phonebook search and timed actions, such as opening hours and corporate holidays. This advanced automatic answering system improves efficiency in handling incoming calls, offering customers a personalized call experience and reducing wait times.
Call queue capabilities ensure that calls are directed to the most appropriate available personnel, optimizing workflow and significantly improving the employee experience in areas of work related to contact with the public, such as customer service.
Microsoft Copilot, integrated into Teams Phone, is an advanced digital assistant designed to improve user efficiency and productivity during voice communications. Copilot uses data models and interactions within Teams, Outlook and other Office 365 tools and can offer real-time assistance, suggestions and automate the most repetitive tasks related to communication between individual employees and departments in addition to that with customers.
To add Copilot to Microsoft Teams for chats, calls, and meetings, you need a Microsoft Copilot license for Microsoft 365. If you're using Microsoft Copilot or want to start using it, adding Microsoft Teams Phone is essential to ensure that all your communication information is accessible to Copilot.
The use of Microsoft artificial intelligence is able to offer a range of features that can radically transform the business calling experience for employees of any organization. Let's see how.
Copilot can provide suggestions and assistance to employees in real time during their calls. If you are discussing a document or presentation, Copilot can quickly retrieve and view the relevant file, making it easier to access critical information without having to interrupt the call to search for it manually.
This functionality is especially useful in negotiation or customer support settings, where having relevant and immediately available data can make a big difference.
One of the most powerful features of Copilot is the ability to generate accurate automatic call transcripts. This is useful for capturing important details and for participants who may have missed the call.
In addition, Copilot can summarize transcripts into clear and concise summaries, highlighting the highlights and decisions made during conversations and meetings. These summaries can be easily shared with teams, improving communication and reducing the need for lengthy follow-up sessions that can significantly slow down a company's operations.
Copilot can help desk operators and receptionists manage and organize calls more efficiently. It can book future calls, send reminders to users, and organize the sequence of calls based on priority.
This makes it easier to manage the workflow and ensures that communications are always well planned and structured. In addition, Copilot can automatically update calendars and set up follow-up meetings, ensuring that nothing is overlooked.
During a call, Copilot can also suggest answers or actions based on the context of the conversation that is taking place at that time.
For example, if a customer asks for information about a product, Copilot can suggest useful links or resources directly in the chat, drastically reducing response time and improving the operational efficiency of teams and individual employees.
In addition, Copilot can automate post-call actions, such as sending follow-up emails, creating tasks or recording notes in the CRM, thus allowing to avoid distracting errors, leaving employees the opportunity to focus on their most important tasks.
Copilot integrates seamlessly with other tools in the Microsoft 365 suite and can access and use data from applications such as SharePoint, OneDrive and Outlook to improve telephone interactions.
During a call, for example, you can suggest related documents from SharePoint to the employee engaged in the conversation or retrieve emails relevant to the topic covered by Outlook. This integration allows a continuous and connected workflow, in which the information needed by employees is always available, relevant to their current task and quickly provided by the digital assistant.
Essentially, Teams Phone is more than just a phone system; it's a complete platform that can integrate and improve every aspect of business communication. With its adoption, organizations of all types and sizes will achieve much more than just a cutting-edge telephone service.
Integrating perfectly with the Microsoft 365 ecosystem, Teams Phone allows organizations to unify their communication infrastructure and achieve a significant reduction in operating costs, taking advantage of Microsoft's cloud infrastructures for long-term savings without sacrificing quality and operation.
And if all this were not enough, the integration with Copilot brings Teams Phone to become much more than a simple business telephone system, transforming it into an incredibly useful tool thanks to the advanced features provided by Microsoft's AI-based digital assistant.
Whether you are looking to improve the daily operations of employees or to expand your communication networks to face the increasingly frenetic global landscape with the most sophisticated tools, Microsoft Teams Phone represents the ideal solution to get up to speed with the future of corporate communications.
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