Microsoft Teams Phone System Delivery

Replace or modernise telephony with Teams - PSTN connectivity, number strategy, call flows, policies, devices, and a controlled rollout that works for real users.

Microsoft Teams Phone enables organisations to use Teams as their primary phone system, delivering calling capabilities inside the same client employees already use for chat and meetings. Teams Phone supports enterprise telephony features such as call transfers, voicemail, call queues, and auto attendants, with multiple options for connecting Teams to the public switched telephone network (PSTN) depending on geography, existing carrier relationships, and complexity of requirements.

LW IT Solutions delivers Teams Phone as an engineered programme rather than a ‘turn it on’ change. We plan your PSTN model and number strategy, design call flows and policies for different user groups, implement the technical configuration, validate emergency calling requirements, and manage migration from legacy PBX or hosted voice platforms. The outcome is a supportable Teams Phone deployment with clear governance, tested call scenarios, and a rollout plan that protects business continuity.

Talk through your requirements and leave with a clear next-step plan.

Book a discovery call

Service Overview

Highlights

Teams Phone design pack: PSTN model, number plan, policy model, and call flow design
Configured PSTN connectivity (Calling Plans, Operator Connect, Direct Routing) as scoped
Built call flows including auto attendants, call queues, and routing rules
Pilot plan with test evidence for priority call scenarios
Rollout plan covering phased migration, cutover, porting coordination, and fallback strategy
Operational pack and user enablement materials: admin docs, runbooks, owner responsibilities, and quick guides

Business Benefits

Consolidate communications by moving voice calling into Microsoft Teams
Reduce complexity and cost by retiring legacy PBX or fragmented voice tools
Improve user experience with a consistent calling interface across devices
Implement reliable call routing, reception flows, and shared service lines
Strengthen governance and operational control of voice policies, numbers, and devices
Deliver a safe migration plan with number porting, cutover, and fallback strategies to protect business continuity

Typical use cases

Replacing legacy PBX systems with Teams Phone across multiple sites
Modernising call routing and shared lines for enterprise teams
Implementing Teams Phone with Operator Connect or Direct Routing for PSTN connectivity
Phased migration with pilot groups, testing, and user enablement
Centralising voice governance and operational control across the organisation

Objectives & deliverables

What Success Looks Like

Consolidate communications by moving voice calling into Teams
Reduce complexity and cost by retiring legacy PBX or fragmented voice tools
Improve user experience with a consistent calling interface across devices
Implement reliable call routing, reception flows, and shared service lines
Improve governance and operational control of voice policies, numbers, and devices
Deliver a safe migration plan (number porting, cutover, fallbacks) to protect continuity

What You Get

Teams Phone design pack: connectivity model, number plan, policy model, and call flow design
Configured PSTN connectivity (Calling Plans / Operator Connect / Direct Routing) aligned to agreed scope
Built call flows: auto attendants, call queues, and routing rules (scope dependent)
Pilot plan and test evidence for priority call scenarios
Rollout plan: phased migration, cutover approach, porting coordination, and fallback strategy
Operational pack: admin documentation, runbooks, and owner responsibilities
User enablement materials: quick guides for calling, voicemail, and common scenarios

How It Works

Discover - confirm voice requirements, sites, user groups, and legacy platform scope.
Design - choose PSTN model, produce number plan, define policies and call flows.
Build - configure Teams Phone, connectivity, call flows, and policy baselines.
Validate - test priority call scenarios, emergency calling behaviour, and device experience.
Pilot - enable a controlled user group, resolve issues, and refine guidance.
Rollout - migrate in phases with porting/cutover coordination and hypercare support.

Engagement Options

Starter Deployment - basic Teams Phone setup with small user pilot and limited PSTN integration
Full Enterprise Rollout - tenant-wide deployment with all call flows, policies, and number migration
Hybrid Integration - combine Teams Phone with existing PBX or operator connections for phased transition
Governance & Optimisation - review policies, call flows, and device usage to optimise adoption and control

Common Bundles

Customers who use this service often bundle with these services

Microsoft Teams Governance & Optimisation
Microsoft Teams governance defining policies, lifecycle management, naming, templates, reporting, and security alignment to control sprawl and support consistent collaboration.

Teams Premium Delivery
Configure and roll out Teams Premium features covering advanced meetings, webinars, governance policies and adoption to deliver measurable value.

Microsoft Intune Deployment & Optimisation
Design, deploy and optimise Microsoft Intune for consistent enrolment, policy enforcement, application management and compliance across modern device platforms.

Modern Work Workshops
Facilitated workshops to improve Microsoft 365 collaboration, productivity, and adoption by aligning scenarios, behaviours, and priorities across teams.

Adoption Planning (End Users)
Plan end user adoption with structured communications, targeted training, champion networks, and measurement that supports confident use and sustained value.