Microsoft Teams is already the go-to place for chat, meetings and collaboration in many organisations. But calling external numbers via Teams requires an extra step: a VoIP connection or Microsoft Teams Phone. How do both options work and which fits your organisation best?
Microsoft Teams has taken a central role in business communication in recent years. But Teams was originally designed as a collaboration platform for internal communication. Calling external numbers and receiving calls from outside requires an additional solution. This is where VoIP and the various Teams Phone options come in.
Microsoft offers three ways to enable external calling via Teams. The first is Microsoft Calling Plans: Microsoft itself supplies the telephone network connection. You purchase call minutes directly from Microsoft as an add-on to your M365 licence. This is the simplest option but also the most expensive, and only available in selected countries.
The second option is Direct Routing: you connect your own VoIP provider to Teams via a Session Border Controller (SBC). This gives maximum flexibility: you keep your current numbers, tariffs and provider relationship, and connect these to Teams. Ideal for organisations that already have a VoIP infrastructure or want to retain specific number ranges.
The third option is Operator Connect: a certified telephony operator provides the PSTN connection directly to Teams without you having to manage an SBC yourself. The connection is established through the Microsoft partner network. This combines the convenience of Microsoft Calling Plans with the tariffs and numbers of an external provider.
When VoIP and Teams are correctly integrated, the distinction between internal and external calling disappears for the end user. Employees call via the Teams app on their laptop or phone, see who is available via the presence indicator and can transfer directly to a colleague. Incoming calls on the business landline number arrive in Teams, even if the employee is working from a different location.
For managers and contact centre administrators, the integration provides reporting on one platform. Call volumes, unanswered calls and queue statistics are available in the Teams admin centre alongside standard Teams usage reports. No separate reporting system is needed for telephony.
The combination of VoIP telephony, Teams and a CRM system is most powerful when all three are integrated. Via a connection to HubSpot, Salesforce or Microsoft Dynamics 365, the customer record automatically appears on screen when an incoming call arrives. Call notes are logged. Follow-up actions can be created directly from the contact page. Employees no longer need to switch between systems.
Zarioh Digital Solutions implements complete communication environments where VoIP telephony, Microsoft Teams and your CRM work seamlessly together. From advice on the right Teams Phone option to technical implementation and user training: we guide the entire process. Get in touch for an initial consultation.
