With the old analogue phone network being retired ahead of the PSTN switch-off, every business that still runs traditional lines has a decision to make about telephony. And if your team already spends its day in Microsoft Teams, one option is staring you in the face: turn Teams itself into your phone system.
Teams Phone does exactly that. It adds full external calling to the Teams app you already use for chat and meetings — so you can make and take calls to anyone, keep your existing business numbers, and run voice, video, chat and collaboration from a single platform on any device.
How it works
Teams Phone connects your Teams environment to the public phone network, usually through a calling plan or a “direct routing” connection provided by a partner. Once it’s set up, your team can:
- Make and receive external calls from the Teams app on a laptop, desktop, mobile or a compatible handset.
- Keep existing numbers by porting them across, so customers notice nothing.
- Use proper phone-system features — auto-attendants, call queues, hold music, voicemail-to-email, transfers and reporting.
- Work from anywhere — the office number rings wherever the user is signed in, which suits hybrid and remote teams perfectly.
Why businesses are making the switch
For many SMEs the appeal comes down to less to run and less to pay for:
- One platform instead of two. Calls, chat and meetings live together — no separate phone system to maintain alongside Teams.
- Lower costs. Fewer line rentals, no ageing on-premise phone hardware to support, and often cheaper call rates.
- Simpler management. Adding or removing a user is a few clicks, not an engineer visit.
- A natural answer to the PSTN switch-off. You’re moving off copper anyway — this consolidates the move into a tool you already own.
- Hybrid-friendly. Staff get a consistent, professional setup whether they’re in the office, at home or on the road.
When Teams Phone isn’t the answer
Teams Phone is excellent, but it isn’t automatically the right choice for every business — and any honest IT partner will tell you so. A dedicated hosted VoIP platform can be a better fit when, for example, you have a busy reception or contact-centre style operation with heavy call-handling needs, lots of specialised handsets, integrations with a CRM or booking system, or staff who don’t all have Microsoft 365 licences. The best answer depends on how you actually work, not on which product is fashionable.
There are practical foundations to get right, too. Call quality rides entirely on your internet connection, so a reliable broadband or leased line — ideally with quality-of-service configured — matters as much as the phone platform itself.
How Lumen MSP can help
We start by understanding how your business uses the phone, then recommend the right path — Teams Phone or a hosted VoIP system — rather than pushing a one-size-fits-all answer. We handle the whole switch: porting your numbers, setting up call flows and features, sorting the underlying connectivity, and supporting your team so the change is clean and stress-free. And because we manage your wider IT too, your phones, your network and your support all sit with one accountable partner.
Weighing up your phone system ahead of the PSTN switch-off? Explore hosted VoIP and Teams calling, build your phone system, or call 0333 335 0170 for honest advice on the best fit.