Most organizations already own most of what a phone system does inside Microsoft Teams. Moving voice there removes a separate platform, a separate support contract and a separate set of numbers to manage — provided the call flows, porting and compliance details are handled properly.
Rarely because anyone likes it.
Teams handles meetings and chat while a separate PBX handles calls, with its own contract, maintenance, support relationship and hardware refresh cycle.
Support costs rise, parts become scarce, and the upgrade quote assumes you have no alternative because migration feels risky.
Auto attendants and queues were built over years by people who have left. Changing a menu option is a support ticket with an unpredictable outcome.
Desk phones assume desks. Staff use mobiles, so calls bypass the system entirely and nothing is recorded, routed or reported.
Voice migration is not technically difficult. It goes wrong when call flows are copied rather than redesigned, porting is underestimated, or network readiness is assumed — all avoidable with an assessment first. call flows are copied rather than redesigned, porting is underestimated, or network readiness is assumed
Measured against your current telephony cost, support burden and user experience.
Typical reduction once PBX maintenance, line rental, separate support contracts and hardware refresh are consolidated into existing licensing.
Calls, chat, meetings and presence in one client on every device, removing the gap between desk phone and remote working.
Existing numbers ported rather than reissued, so nothing published on your website, contracts or vehicles becomes wrong.
Menu, queue and routing changes made by your own team through a managed process, instead of a vendor ticket with a lead time.
Quality monitoring against real telemetry, so network issues are identified from data rather than user complaints.
Volume, wait time, abandonment and handling reporting available to team leaders, which most legacy systems never provided usefully.
How to read these: the figures above are typical ranges we plan and measure against, not guarantees. In your first engagement we agree the baseline, the target and the measurement method in writing, then report against them.
From assessment through porting, rollout and post-launch tuning.
Network readiness, licensing, number inventory and current call flows reviewed before any commitment is made.
Porting, routing configuration, device rollout and user enablement, sequenced so nobody loses a call.
Call quality monitoring, analytics and ongoing changes as teams and structures shift.
Scoped individually or delivered as a complete voice migration programme.
Network capacity, quality of service configuration, licensing options, number inventory, contract terms and current call flow documentation.
Managing the porting process end to end, including carrier paperwork, scheduling and the contingency plan if a port date slips.
Session border controller configuration or Microsoft calling plans, chosen on cost, geography and existing carrier commitments.
Rebuilding routing around how people actually contact you, rather than replicating a menu tree that has been confusing callers for a decade.
Handsets, headsets, common area phones and meeting room devices specified, procured, configured and deployed with user guidance.
Post-launch monitoring against real telemetry, with network remediation where quality issues are traced to specific sites or connections.
Where numbering, emergency calling, regulatory requirements and carrier arrangements differ by country or region and must be handled individually.
For financial services, healthcare and public sector: call recording, retention, access control and evidence to satisfy regulatory obligations.
Assessment, pilot, then site-by-site cutover with the old system available until each site is proven.
Network assessment, number inventory, carrier contract review and call flow documentation — usually the first time flows have been written down.
Agree the target call experience with the teams who answer the phones, and confirm licensing and carrier approach.
Routing, queues, attendants, device standards and emergency calling configuration designed and reviewed before build.
Pilot group first, then porting and cutover by site or department, with the legacy system retained until each group is confirmed working.
Call quality monitoring, queue tuning and analytics review in the first weeks, plus a change process so routing stays current.
Porting dates are the risk, not the technology. Carriers control the timeline and dates can move. We plan cutovers with contingency and keep the legacy path live until numbers are confirmed ported.
Voice is unforgiving. A missed call is visible to a customer in a way that most IT problems are not.
Migration is the one realistic opportunity to fix routing that has annoyed callers for years. We start from how people should reach you.
The same team manages your tenant, identity, network and endpoints, so call quality issues are diagnosed across the whole path rather than blamed on it.
Porting is carrier-dependent and dates slip. We plan for that, and legacy routing stays available until each group is confirmed.
Reception, service desks and sales teams know exactly what is wrong with the current flows. They are in the design sessions.
Illustrative engagements, written in the structure we use for real case studies.
A firm moved to Teams Phone across three offices, porting all numbers and rebuilding reception routing around how clients actually reach fee earners.
Different sites had different phone systems and contracts. Consolidating onto Teams removed three vendor relationships and standardized device provision.
Demo content: the organizations and measurements above are illustrative placeholders written to show the structure of a real story. Replace them with verified client results and approved references before publishing.
Material for teams evaluating a move away from a legacy PBX.
Licensing options, direct routing versus calling plans, network readiness, porting timelines and the decisions to make before committing to a date.
Read moreMigration is the moment to fix routing. How to redesign queues and attendants around how callers actually behave.
Read moreNetwork, licensing, numbers, emergency calling, contracts, devices and the contingency to agree before a porting date is booked.
Read moreA readiness assessment covers network, licensing, numbers and call flows, and gives you a realistic cost and timeline before you commit.
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