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Are you planning to migrate your phone system to Teams?

Posted by AZTech IT Solutions | 08-Jun-2021 10:58:27

We’re at the point of the COVID-19 pandemic where offices are starting to decide whether to stay working from home, return to the office or work in a hybrid fashion. This means the temporary plans and solutions put in place in March last year need some serious refining.

If you are planning on continuing to work from home, or start hybrid working we highly recommend migrating your phone system to Teams. However, as with anything, you should fully research Microsoft Teams phone system capabilities to see if it’s right for you and your business before making the change.

Firstly, let’s talk about the features of Microsoft Teams as a phone system. Teams include everything you’d find with a regular phone system, such as auto-attendants: recordings, dial inputs and routing, group pickup, caller ID policies and call park: transfer to another device.

Teams also offer call queuing; however, it has been found that there is a delay when picking up a Teams queued call for around 4-10 seconds before the 2-way audio works. Group calls pick up, could be used as a workaround for this, however, if this is not an option for your businesses Teams may not be the solution for you.

If you are a business that needs call queuing, interactive voice recordings, recordings and more, we have some bad news. Teams is most likely not the tool to replace your current phone system. Call recordings do not meet compliance or quality control, even from a third-party solution, and therefore Teams is not appropriate for businesses in heavily compliant regulated industries.

As previously mentioned, Teams call queues suffers a 4-10 second delay in connecting the 2-way audio once the phone has been answered. There is also currently no way to notify the caller of their position in the queue. These two variables can lead to a poor customer experience and therefore this may not be appropriate for businesses that heavily rely on phone communication.

However, if you are a business that only needs a simple company directory and auto attendant, Teams may be for you. To access the Teams as a phone system, all users will need the relevant licensing. Please note, forwarding calls to mobile phones or numbers outside of your network will only work if the user has the correct licence.

If you’ve made it this far, you’re probably wondering 1. How to set up Teams as your phone system and 2. How easy is it?

Firstly, you will need to set up a port order and transfer your phone numbers to Teams. Once the numbers have been ported over, you can assign the relevant phone numbers to your Teams users. Once you have ported your phone numbers over to Teams, you can disconnect from the previous service provider as Teams will now become your service provider.

Teams have created a step by step guide on how to transfer your phone numbers to Microsoft Teams, which you can read here. 

Please note, it takes between 7-14 days for port order requests to be completed. However, depending on your current phone service provider, it may take up to 30 days.  

Once Microsoft receives your port order, you will receive an email that verifies your request. Progress of your request will be emailed to you regularly. Once your port order has been completed, your phone systems will up and running with Teams.

When creating your port order, there are some common mistakes to watch out for to ensure your migration runs smoothly. You must ensure the account information you provide matches exactly with the information your phone carrier has on record. Mismatched information is a common cause of errors and will delay your port order. Please ensure that your...

  • BTN is correct
  • The account number is correct
  • Address is correct
  • The name or person authorised to make changes to the account is correct

Furthermore, make sure your service is active, all numbers are from the same carrier and the same account, that there are no advanced call control features or that there are any new service orders or discounts with your current phone service provider.  


If you would like advice on setting up your Microsoft Teams phone system, please give us a call. Or if you would like more information on introducing Microsoft 365 to your businesses, please visit our dedicated page, or please get in touch.

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Written by AZTech IT Solutions

AZTech IT Solutions are an IT Managed Service provider based in the UK. Blog articles and content published by AZTech IT has multiple contributors from internal consultants, directors and IT industry experts.

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