Microsoft Teams Calling & Voice - Teams Phone Experts

Teams Calling Consulting for Australian Organisations

Microsoft Teams Phone is Microsoft's cloud-based telephony solution that replaces traditional PBX systems with enterprise-grade voice calling built directly into Microsoft Teams. For Australian organisations, Teams Calling means making and receiving calls from any device, anywhere, with the same application your people already use for chat and meetings. Evocate designs and deploys Teams Calling solutions that integrate with your existing infrastructure or fully replace legacy phone systems.

Teams Phone supports PSTN calling through multiple pathways: Microsoft Calling Plans, Direct Routing with your existing SIP trunks, or Operator Connect through certified Australian carriers. Combined with auto attendants, call queues, voicemail, and call recording, Teams Phone delivers the full feature set of a modern business phone system without the hardware, maintenance, and complexity of on-premises PBX.

PSTN calling from any device

Make and receive calls to mobile and landline numbers directly from Microsoft Teams on desktop, mobile, or browser. Evocate configures the right PSTN connectivity for your organisation, whether through Microsoft Calling Plans, Direct Routing with existing SIP trunks, or Operator Connect through certified Australian operators.

Auto attendants and call routing

Replace traditional IVR systems with cloud-based auto attendants that route callers to the right person or department. Design multi-level menus with dial-by-name, dial-by-extension, time-based routing, and holiday schedules. Evocate designs call flows that match your business structure and improve caller experience.

Call queues and hunt groups

Distribute incoming calls across teams with call queues that support round-robin, longest idle, and attendant routing methods. Set queue overflow, timeout handling, and welcome greetings. Evocate configures call queues for sales teams, support desks, and operational centres that need reliable call distribution.

Voicemail and call recording

Teams Phone includes cloud voicemail with transcription, custom greetings, and shared mailbox support. For compliance and quality assurance, call recording integrates with Microsoft Purview retention policies. Evocate configures voicemail and recording policies that meet your regulatory and operational requirements.

Direct Routing for complex environments

Organisations with existing SIP trunk contracts, complex telephony requirements, or multi-site configurations can use Direct Routing to connect their Session Border Controllers (SBCs) to Teams Phone. Evocate designs and deploys Direct Routing configurations that preserve existing carrier relationships while adding Teams mobility.

PBX replacement and cost savings

Teams Phone replaces on-premises PBX hardware, maintenance contracts, and separate conferencing systems with a single cloud platform. Organisations typically see telephony cost reductions of 30-50% while gaining mobility, scalability, and simplified management. Evocate manages the migration from legacy phone systems to Teams Phone with minimal disruption.

PSTN connectivity options

Choose from Microsoft Calling Plans, Direct Routing with existing SIP trunks, or Operator Connect through certified carriers to connect Teams to the public phone network.

Auto attendants and IVR

Cloud-based auto attendants with multi-level menus, dial-by-name, time-based routing, and holiday schedules replace traditional IVR systems.

Call queues and distribution

Route incoming calls to teams with round-robin, longest idle, or attendant routing, plus overflow and timeout handling.

Voicemail and transcription

Cloud voicemail with speech-to-text transcription, custom greetings, and shared mailbox support for teams and departments.

Teams Phone Deployment and Migration

Evocate migrates organisations from legacy PBX systems to Microsoft Teams Phone with structured planning and minimal business disruption.

PBX assessment: Audit existing phone system features, call flows, extensions, and carrier contracts to plan the migration
PSTN connectivity design: Recommend Calling Plans, Direct Routing, or Operator Connect based on your requirements and existing infrastructure
Number porting: Coordinate porting of existing phone numbers from current carriers to Teams Phone with cutover planning
Pilot deployment: Roll out Teams Phone to a pilot group first, validate call quality, and refine before organisation-wide deployment
Hypercare support: Dedicated post-migration support to resolve issues and ensure smooth adoption

Auto Attendants and Call Routing Design

Evocate designs call flows and auto attendants that route callers efficiently while presenting a professional image.

Multi-level auto attendant menus with dial-by-name, dial-by-extension, and department selection
Time-based routing for business hours, after-hours, and holiday schedules
Custom greetings and hold music aligned with organisational branding
Overflow routing to alternate queues, voicemail, or external numbers when queues are full
Emergency call routing and compliance with Australian emergency calling requirements

Call Queues and Team Distribution

Evocate configures call queues that ensure incoming calls reach the right people without callers waiting unnecessarily.

Round-robin, longest idle, and attendant routing methods
Agent presence integration: calls only route to available agents
Queue overflow and timeout handling with fallback options
Real-time queue analytics and historical reporting
Conference mode and transfer capabilities for complex call handling

Direct Routing and SBC Configuration

For organisations with existing carrier relationships or complex telephony needs, Evocate deploys Direct Routing with certified Session Border Controllers.

SBC selection and sizing based on call volume and redundancy requirements
SIP trunk configuration and interoperability testing with existing carriers
Media bypass optimisation for improved call quality and reduced bandwidth
Emergency calling configuration and location-based routing
High availability and disaster recovery design for voice infrastructure

Teams Rooms and Meeting Room Voice

Extend Teams Calling to physical meeting spaces with Teams Rooms devices that integrate voice, video, and content sharing.

Teams Rooms deployment with certified devices from Poly, Yealink, and Logitech
One-touch join for scheduled meetings with dial-out and dial-in support
Intelligent speakers and camera tracking for hybrid meeting experiences
Room scheduling integration with Exchange Online calendars
Device management and firmware updates through Teams admin centre

Voice Quality and Network Optimisation

Call quality depends on network performance. Evocate diagnoses and resolves voice quality issues through structured assessment and optimisation.

Network readiness assessment using Microsoft Network Assessment Tool
QoS policy design and implementation for voice traffic prioritisation
VPN split tunnelling configuration for remote workers
Call Quality Dashboard analysis and ongoing monitoring
Bandwidth planning and optimisation for concurrent voice and video

30-50% reduction in telephony costs

Teams Phone replaces PBX hardware, maintenance contracts, and separate conferencing systems with a single cloud platform.

Work from anywhere

Make and receive business calls from desktop, mobile, or browser; your office number follows you wherever you work.

Simplified management

Manage users, numbers, call policies, and auto attendants from a single admin centre instead of separate PBX and UC systems.

Scalable without hardware

Add users, locations, and phone numbers without purchasing additional PBX hardware or capacity upgrades.

Integrated with Microsoft 365

Voice calling lives alongside chat, meetings, files, and apps in the same platform your people already use daily.

Government

Secure Teams Phone deployments for government agencies with IRAP-assessed infrastructure and compliance controls.

Defence

Classified-ready Teams Phone with encryption, sensitivity labels, and secure PSTN connectivity for defence organisations.

Healthcare & Aged Care

Clinical communication with Teams Phone, including call queues for reception, after-hours routing, and voicemail transcription.

NDIS & Community Services

Teams Phone for NDIS and community services teams coordinating support workers, participants, and after-hours on-call rosters.

Professional Services

Teams Phone for law firms, consultancies, and accounting practices with client matter call tracking and professional auto attendants.

Transport & Logistics

Mobile Teams Phone for drivers, dispatchers, and operations teams who need voice connectivity in the field.

Utilities & Energy

Teams Phone for control rooms, emergency response lines, and field crews with reliable call distribution and escalation.

Mining & Resources

Teams Phone connecting remote sites, camp facilities, and head office with satellite and terrestrial connectivity.

Engage

Understand your current phone system, carrier contracts, call volumes, and pain points through structured discovery workshops.

Validate

Assess network readiness for voice, review existing PBX features, and confirm PSTN connectivity options and number porting requirements.

Optimise

Design the Teams Phone architecture, call flows, auto attendants, and migration plan aligned with your operational needs.

Launch

Deploy in waves with number porting coordination, user training, and hypercare support to ensure smooth cutover.

Verify

Measure call quality, user adoption, and system performance against agreed success criteria using Call Quality Dashboard.

Evolve

Continuous improvement through managed services, call flow refinement, and enablement of new Teams Phone features as Microsoft releases them.

Microsoft Teams

Teams Phone is built directly into Microsoft Teams, so voice calling lives alongside chat, meetings, and collaboration.

Exchange Online

Voicemail integrates with Exchange Online mailboxes, enabling transcription, forwarding, and unified messaging.

Microsoft Purview

Retention policies, data loss prevention, and compliance recording protect voice communications.

Microsoft Copilot

AI-powered meeting summaries and intelligent call insights enhance voice communication workflows.

Power Platform

Power Automate workflows can trigger on call events, and Power Apps can surface call data in business processes.

Teams Rooms

Certified meeting room devices integrate Teams Phone with physical spaces for one-touch join and dial-out.

Delivery that fits your business

Microsoft Partner

Practical guidance across Microsoft 365, Azure, SharePoint, Teams, Dynamics 365, Power Platform, security, and governance.

Certified Consultants

Senior specialists who can move from strategy into delivery, adoption, migration, support, and continuous improvement.

Australian Business

Local consulting for Australian organisations, backed by national experience and a delivery record across the country.

17+ Years Microsoft Consulting

2,437 Projects Delivered

20+ Services Delivered

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Frequently Asked Questions

Microsoft Teams Phone is Microsoft’s cloud-based telephony solution that adds PSTN calling to Microsoft Teams. It replaces traditional PBX systems by providing inbound and outbound calling, auto attendants, call queues, voicemail, and call recording, all managed through the cloud without on-premises hardware. Users make and receive calls from the same Teams app they use for chat and meetings.

Australian organisations have three options for connecting Teams Phone to the public phone network. Microsoft Calling Plans provide PSTN numbers directly from Microsoft. Direct Routing lets you use existing SIP trunks and carrier relationships through a certified Session Border Controller. Operator Connect partners with certified Australian carriers who manage the PSTN connection. Evocate recommends the best option based on your existing contracts, call volumes, and requirements.

Yes. Existing phone numbers can be ported from your current carrier to Teams Phone through a coordinated porting process. Evocate manages number porting as part of the migration, including planning the cutover to minimise disruption. Geographic, toll-free, and mobile numbers can all be ported depending on the PSTN connectivity option chosen.

Teams Phone typically reduces telephony costs by 30-50% compared to traditional PBX systems. Savings come from eliminating PBX hardware and maintenance contracts, reducing separate conferencing service costs, and consolidating voice and collaboration into a single platform. Contact Evocate on 1300 386 228 for a tailored cost analysis based on your current environment.

Teams Phone includes inbound and outbound PSTN calling, auto attendants with multi-level menus, call queues with multiple routing methods, cloud voicemail with transcription, call forwarding, simultaneous ring, call transfer, caller ID, call hold and retrieve, group call pickup, and call recording for compliance. These features match or exceed most traditional PBX capabilities.

Yes. Teams Phone works on desktop, mobile, and web browsers, so remote and mobile workers have the same calling experience as office-based staff. Calls ring on all configured devices simultaneously, and users can transfer calls between devices mid-conversation. This is a significant advantage over traditional PBX systems that tie phone numbers to physical desk phones.

Call quality on Teams Phone is comparable to or better than traditional phone systems when the network is properly configured. Teams uses modern codecs and adaptive bitrate technology to maintain quality across varying network conditions. Evocate conducts network readiness assessments and implements QoS policies to ensure optimal call quality.

Yes. Teams Phone supports multi-level auto attendants with dial-by-name, dial-by-extension, time-based routing, and holiday schedules. Call queues support round-robin, longest idle, and attendant routing with overflow and timeout handling. For very complex requirements, Evocate can design custom solutions using Power Automate and Azure Communication Services.

Yes. Teams Phone encrypts calls in transit and at rest, supports multi-factor authentication for admin access, and integrates with Microsoft Purview for compliance recording and retention. Teams has achieved IRAP assessment at PROTECTED level in Australia. Evocate configures security controls based on organisational risk requirements.

A basic Teams Phone deployment with Calling Plans for 200 users typically takes 4 to 6 weeks. Adding Direct Routing with existing SIP trunks extends the timeline to 8 to 12 weeks. Enterprise-wide migrations with complex call flows, multiple sites, and Teams Rooms can take 3 to 6 months. Evocate delivers in iterative waves with adoption support at each stage.

Teams Phone works on Windows, macOS, iOS, Android, and through any modern web browser. For desk phone users, Microsoft certified Teams phones from vendors like Poly, Yealink, and AudioCodes provide traditional handset experiences. For headsets, certified USB and wireless headsets from Jabra, Poly, and EPOS deliver optimal call quality. Evocate recommends devices based on user roles and work patterns.

Teams Phone runs on Microsoft’s global cloud infrastructure with built-in redundancy and 99.99% uptime SLA. Unlike on-premises PBX systems that depend on local power, cooling, and hardware, Teams Phone is resilient to site-level failures. Evocate designs deployments with geographic redundancy and disaster recovery options for organisations that need maximum availability.

Poor call quality is usually a network issue rather than a platform issue. Evocate diagnoses voice quality problems using Microsoft’s Call Quality Dashboard and network assessment tools. We then implement QoS policies, optimise network paths, configure media bypass for Direct Routing, and recommend certified devices to ensure consistent call quality.

Yes. Teams Phone call queues are designed for high-volume environments like reception and support desks. Multiple routing methods, queue overflow handling, real-time analytics, and shared voicemail ensure calls are answered efficiently. Evocate designs call flows that match your operational requirements and can integrate with CRM systems for caller identification.

Yes. Teams Phone supports compliance recording through integration with Microsoft Purview and certified third-party recording solutions. Recordings are stored securely with retention policies, searchable metadata, and role-based access controls. Evocate configures recording policies that meet Australian regulatory requirements for industries like finance, healthcare, and government.

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