Teams Enterprise Voice Overview: Teams Phone, PSTN Options, and Design Choices

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‘Enterprise Voice’ in Teams typically means Teams Phone plus a PSTN connectivity model that fits your organization’s carrier strategy, geography, and operational maturity. Teams includes native calling between Teams users; adding Teams Phone licensing and a PSTN connection extends calling to external phone numbers and introduces enterprise telephony capabilities like auto attendants and call queues.

The three most common PSTN models

·       Calling Plans: Microsoft acts as the PSTN carrier (simplest deployment model).

·       Operator Connect: a certified partner carrier integrates with your tenant via Teams admin center.

·       Direct Routing: you connect your chosen carrier via a certified Session Border Controller (SBC) that you manage.

Configuration guide: choose the right model

Use these criteria to drive a defensible decision:

·       Speed vs control: Calling Plans is fastest; Direct Routing offers maximum control.

·       Regional coverage: validate number availability, porting, and emergency services per country/region.

·       Operational model: who owns SBCs, carriers, and voice routing (IT, telecom, partner).

·       Integration needs: existing PBX, contact center, and compliance recording requirements.

Configuration guide: baseline Teams Phone deployment steps

1. Buy and assign Teams Phone licenses.

2. Choose a PSTN connectivity option (Calling Plans, Operator Connect, Teams Phone Mobile, Direct Routing).

3. Acquire and assign phone numbers for users and service accounts.

4. Set up emergency calling (addresses, locations, routing, notifications).

5. Add voice applications as needed (auto attendants, call queues).

6. Operationalize: monitoring, change control, and support runbooks.

References

·       Teams calling overview: https://learn.microsoft.com/en-us/microsoftteams/cloud-voice-landing-page

·       Set up Teams Phone (roadmap): https://learn.microsoft.com/en-us/microsoftteams/setting-up-your-phone-system

·       What is Teams Phone: https://learn.microsoft.com/en-us/microsoftteams/what-is-phone-system-in-office-365

·       PSTN connectivity options: https://learn.microsoft.com/en-us/MicrosoftTeams/pstn-connectivity

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