Microsoft Teams Calling— one provider for Teams and the line underneath
Teams is your phone system. PIP handles both sides — the Microsoft Teams Phone configuration and the SIP trunk that connects it to every phone number in Australia.
Microsoft Teams Calling — managed end to end
Microsoft Teams Calling turns Microsoft Teams into a full business phone system — staff make and receive calls to any phone number directly from the Teams app, on any device. It replaces the traditional private branch exchange (PBX) with a cloud-based phone system that consolidates calls, chat, meetings and file collaboration in one platform.
Most businesses that adopt Microsoft Teams Calling deal with two providers: one for the Teams Phone licence and configuration, another for the voice carrier that connects Teams to the public switched telephone network (PSTN). When voice quality drops or calls fail, each side points at the other. PIP eliminates that split. Under Direct Routing, PIP’s own SIP trunks connect directly to Microsoft Teams — making the voice carrier and the Microsoft Teams manager the same company. One number to call. One investigation path. And typically lower cost per seat than Microsoft’s native calling plans.
What Microsoft Teams Calling is — and what it replaces
Internal calls — free, no extra licence
Internal calls between Microsoft Teams users work without any additional licence — voice calls, video calls, video conferencing, screen sharing and real-time co-authoring are included in standard Microsoft Teams as part of any Microsoft 365 or Microsoft Office subscription. These calls run over the internet, not the phone network.
External calls — Teams Phone required
External calls — calls to people outside the organisation on regular phone numbers, mobile numbers and landlines — require Teams Phone (formerly Phone System). Teams Phone enables key calling capabilities including PSTN connectivity, auto attendants, call queues, call recording, voicemail, direct-dial phone numbers, call forwarding and contact center integrations.
What Teams Calling replaces
Microsoft Teams Calling consolidates calls, chat, meetings and collaboration into a single platform — an all-in-one solution that replaces the traditional private branch exchange. No physical PBX hardware, no separate phone system. Users can elevate a text chat to a voice or video call with one click; calls can be managed from any internet-connected device using the Teams app.
Three ways to connect Microsoft Teams to phone numbers
External calls from Microsoft Teams require PSTN connectivity — a connection between Teams and the public switched telephone network. Microsoft offers three PSTN connectivity options for Microsoft Teams Calling. PIP uses Direct Routing, and here’s why.
Microsoft Calling Plans
Microsoft bundles the phone numbers and call minutes. A domestic calling plan covers Australian numbers; international calls are available as an add-on. Simpler to set up, but higher cost per seat. Microsoft Teams calling plans mean Microsoft is both the phone system and the carrier.
Best for: very small teams that want the simplest possible setup and don’t need SIP flexibility.
Direct Routing
A third-party SIP trunk provider connects directly to Microsoft Teams via a Session Border Controller (SBC). Direct Routing connects Teams to third-party SIP trunk providers — in PIP’s case, PIP’s own SIP infrastructure. Lower cost than Microsoft Teams calling plans. Existing phone numbers can be retained. More flexible.
Why PIP uses Direct Routing: PIP provides the SIP trunk AND manages the Teams Phone configuration. One company owns both sides of the connection. When ms Teams calling has an issue, there is no carrier to escalate to — PIP investigates both the Teams configuration and the voice path.
Operator Connect
Operator Connect is a managed PSTN connectivity option where a carrier partner connects to Microsoft’s network directly, without the business managing the SBC. Less flexible than Direct Routing but simpler for businesses that want a carrier integration without running their own session border controller.
Best for: businesses that prefer a managed carrier experience without the flexibility of Direct Routing.
PSTN connectivity connects Microsoft Teams to traditional phone networks — without it, Microsoft Teams Calling only handles internal calls. Under Direct Routing, existing phone numbers can be ported from the current service provider — PSTN, ISDN, mobile or VoIP numbers.
What Microsoft Teams Calling includes
These are the advanced calling features available when Teams Phone is configured via Direct Routing. PIP configures every one of these in the Teams Admin Center as part of a Microsoft Teams Calling deployment.
Auto attendants
Incoming calls to Microsoft Teams are routed automatically using interactive voice response (IVR). Callers navigate menus to reach the right person or team. Auto attendants in Microsoft Teams Calling run 24/7, even outside business hours — configured in the Teams Admin Center.
Call queues
Incoming calls held in a queue and distributed to available agents. Microsoft Teams Calling supports ring groups, overflow rules and escalation paths — used by support teams, reception and contact center functions. Call queues are configured per team in the Teams Admin Center by PIP.
Call recording
Microsoft Teams Calling allows you to record calls for compliance, training or reference. Call recordings are stored in Microsoft 365 cloud storage. Access to recordings is controlled by the Teams admin — PIP manages recording policies as part of the Microsoft Teams Phone configuration.
Voicemail and transcription
Voicemails in Microsoft Teams Calling are transcribed and delivered to the user’s Outlook inbox. Teams users can read voicemails without playing the audio — transcription runs automatically for every Teams Phone user.
Presence status
Microsoft Teams presence status updates automatically based on Teams activity. Callers and colleagues see real-time availability before calling — available, busy, in a meeting, or away — so Teams Calling works with the collaboration platform, not beside it.
Direct dial numbers
User-specific direct-dial phone numbers assigned to individual staff. Each user gets a dedicated phone number — staff can make and receive calls using their business number from any device running Microsoft Teams, whether a desktop, laptop or mobile phone.
Call forwarding and transfer
Call forwarding rules configurable per user in Microsoft Teams Calling. Calls transfer between devices mid-conversation without interrupting the call — pick up on the desk, continue on the mobile. Transfer to voicemail or other Teams users with one click in the Teams interface.
Mobile access
Microsoft Teams Calling works on mobile devices via the Teams app. Staff make and receive external calls using their business number from a mobile phone — not a separate calling service, the same Microsoft Teams interface on every device.
AI features — captioning and recaps
Live captioning provides real-time text during Microsoft Teams calls, breaking language barriers. AI-driven transcriptions and intelligent meeting recaps assist team members in catching up on missed calls and meetings — AI-powered features that make Microsoft Teams Calling more than just a phone system.
Emergency calling (e911)
Microsoft Teams Calling supports Enhanced 911 (e911) services — location data sent with emergency calls. Meets compliance requirements for businesses using Microsoft Teams as their primary phone system.
Teams certified devices
Desk phones and conference phones certified for Microsoft Teams Calling — teams certified desk phones and conference phones operate natively in the Microsoft Teams environment. Zero physical PBX hardware required for a cloud-based phone system.
Screen sharing and collaboration
Screen sharing available during Microsoft Teams calls. Real-time co-authoring allows participants to edit files during a call. Microsoft Teams Calling integrates calls, chat and collaboration in a single dashboard — enabling users to work together without switching applications.
Microsoft Teams as a contact center platform
Microsoft Teams functions as a comprehensive communication hub for businesses that need contact center capabilities. Call queues and auto attendants are the foundation of Microsoft Teams contact center use — incoming calls distributed across agent groups, overflow handled, escalation paths configured in the Teams Admin Center.
For many SMBs, the built-in call queues and auto attendants in Microsoft Teams Calling are sufficient for support desk and reception functions — no separate contact center software required. Teams users in contact center roles handle inbound calls, log outcomes, and manage queues within the same Microsoft Teams interface they use for chat and meetings.
Microsoft Teams contact center integrations are available through certified third-party platforms for businesses with more complex requirements — Dynamics 365 Customer Service, Salesforce, Five9, and others connect to Microsoft Teams for CRM-linked call routing, agent desktop, and reporting. PIP configures Teams Admin Center for contact center setups: call queue routing rules, auto attendant menus, agent group assignments, reporting and overflow policies — ms Teams calling configured for the way your support team actually works.
Keep your existing phone numbers
Number porting allows businesses to keep existing phone numbers when switching to Microsoft Teams Calling — numbers are not lost when moving away from the current service provider. PSTN, ISDN, mobile and VoIP numbers can all be ported to Microsoft Teams via Direct Routing.
The porting process typically takes 10 to 20 business days — businesses should plan for this window when scheduling the cutover to Microsoft Teams Calling. During the porting window, PIP ensures continuity: calls can be configured to forward from the old service to Microsoft Teams while porting is in progress.
PIP manages the entire porting process: submitting the porting request to the losing carrier, coordinating timing, testing numbers in the Teams Admin Center before cutover, and confirming every phone number is live and routing correctly in Microsoft Teams Calling before the old service is disconnected.
Microsoft Teams Calling plans and licence options
Teams Phone licences are required to enable external calls — Microsoft Teams Calling is not free for PSTN calls. Internal calls between Teams users are free. Under Direct Routing (PIP’s approach), Teams Phone Standard is the required licence — the PSTN calling minutes come from PIP’s SIP trunk, not from a Microsoft calling plan, which is typically lower cost per seat.
Pay-As-You-Go
Microsoft calling plan with per-minute charges. Domestic calling plan with metered usage for low-volume callers.
Domestic Unlimited
Microsoft calling plan with unlimited domestic calls. A domestic calling plan covers Australian phone calls.
Teams Phone Standard
The Teams Phone licence without bundled calling — required for Direct Routing. PSTN minutes come from PIP’s SIP trunk. Teams Phone Standard enables key calling capabilities.
All-Inclusive
Microsoft Teams Phone with bundled domestic and international calls. Microsoft Teams calling plans that include everything in one licence.
Prices shown are Microsoft’s published retail rates — PIP supplies Teams Phone licences at partner pricing. There are 12 Microsoft Teams Calling configurations available depending on team size, call volume, and contact center requirements. Phone calls under Direct Routing cost less per minute than Microsoft’s bundled calling plans for most Australian businesses. Contact PIP for a quote on Microsoft Teams Calling.
One provider — Microsoft Teams and the line underneath
PIP is both the Microsoft Teams manager and the voice carrier. Under Direct Routing, PIP’s SIP trunks connect directly to Microsoft Teams via a session border controller that PIP manages. One company configures the Teams Admin Center and operates the underlying call path. PIP enables Teams Calling by configuring Teams Phone licences, Direct Routing, and the Teams Admin Center — end to end.
- Teams Phone licences supplied at partner pricing — Microsoft Teams Calling configured from day one
- Direct Routing: PIP’s own SIP trunk connects Microsoft Teams to the PSTN — no third-party carrier
- Auto attendant menus, call queues, voicemail and call recording configured in the Teams Admin Center
- Number porting managed: existing phone numbers moved from any carrier to Microsoft Teams Calling
- Teams certified desk phones and conference phones sourced and provisioned where needed
- Ongoing management: user additions, phone number assignments, Microsoft Teams Calling plan changes, monthly reporting and Teams Calling troubleshooting
- Microsoft Teams Calling managed as part of the broader Microsoft 365 managed service — Entra ID, Exchange Online, SharePoint, Intune and Microsoft Teams Calling all in the same managed tenant
When a business has Teams Phone from one provider and SIP trunking from another, voice quality issues disappear into the gap between vendors — each side points at the other’s infrastructure. With PIP managing Direct Routing end to end, we control both the Microsoft Teams configuration and the SIP trunk, so when audio drops or calls fail, there is a single investigation path.
Microsoft Teams Calling, answered
Is Microsoft Teams Calling free?
Internal calls between Microsoft Teams users are free — voice calls, video calls, screen sharing and chat do not require a Teams Phone licence. External calls to mobile numbers, landlines and the public switched telephone network require Teams Phone and a PSTN connectivity option (a Microsoft calling plan or Direct Routing). Microsoft Teams Calling is not free for external phone calls — a Teams Phone licence and calling plan or SIP trunk are required to make and receive calls to regular phone numbers.
Can you use Microsoft Teams like a phone call?
Yes. With Teams Phone enabled and PSTN connectivity configured, Microsoft Teams functions as a full business phone system. Teams users make and receive calls from within the Teams app on any device — desktop, laptop, tablet or mobile phone. Phone calls to regular phone numbers work identically to a traditional phone system. Microsoft Teams Calling also supports teams certified desk phones and conference phones for staff who prefer a physical handset.
How do you use Microsoft Teams Calling?
Microsoft Teams Calling requires a Teams Phone licence and a PSTN connectivity option — either a Microsoft calling plan or Direct Routing via a SIP provider. PIP enables Teams Calling by configuring the Teams Phone licence, setting up Direct Routing in the Teams Admin Center, assigning phone numbers, and configuring auto attendants and call queues. End users make and receive calls from the Teams app — no separate software or hardware required beyond a headset or teams certified desk phone.
Does Microsoft Teams work with Salesforce?
Yes. Microsoft Teams integrates with Salesforce via the Salesforce for Teams app. Teams users can log calls directly from Microsoft Teams, look up Salesforce contacts during a call, and manage CRM records without leaving the Teams interface. PIP configures Microsoft Teams integrations — including Salesforce and other contact center platforms — as part of the Microsoft 365 managed service.
Still running a separate PBX? Or two vendors for one phone system?
Whether you’re replacing a PBX, consolidating carriers, or deploying Microsoft Teams Calling for the first time — PIP handles both sides.