Microsoft Teams Enterprise Voice: A Complete Setup Guide

In today's business world, effective communication is more important than ever. Businesses are increasingly adopting cloud-based solutions to streamline their operations, improve efficiency, and cut costs. One of the key advancements in this area is Microsoft Teams Enterprise Voice, which allows businesses to integrate voice calling into their existing Microsoft Teams setup.

Microsoft Teams, originally designed as a collaboration platform, is rapidly becoming a central hub for business communication by integrating voice, video, and chat features into a single tool. Microsoft Teams Enterprise Voice enables organizations to leverage this platform for voice calls as well, transforming the way businesses communicate internally and externally.

In this comprehensive guide, we will take you through the process of setting up Microsoft Teams Enterprise Voice, detailing each step to ensure you can seamlessly integrate it into your organization's communication infrastructure. Whether you're replacing a traditional phone system or enhancing an existing system, this guide will provide everything you need to know to get started.

What is Microsoft Teams Enterprise Voice?

Before diving into the setup process, it's important to understand exactly what Microsoft Teams Enterprise Voice is and how it can benefit your business.

The Enterprise Voice is a cloud-based voice calling solution built into the Microsoft Teams platform. It allows businesses to make and receive calls to and from external phone numbers directly through Teams. This is particularly valuable for organizations looking to replace traditional landlines or PBX systems with a modern, flexible, and scalable cloud-based solution.

Here are the key features of Microsoft Teams Enterprise Voice:

Unified Communication: All forms of communication - chat, video, and voice - can be handled through a single platform.
Direct Routing: Direct Routing allows businesses to connect Microsoft Teams to their existing telephony infrastructure, providing flexibility to use current phone lines.
Cloud-Based: The solution eliminates the need for costly on-premises hardware, offering better scalability and flexibility.
Enhanced Call Management: Features like call queues, auto-attendants, and voicemail allow businesses to manage calls more efficiently.
Integration with Microsoft 365: Seamlessly integrates with other Microsoft applications, such as Outlook, SharePoint, and OneDrive, for a unified productivity experience.
Mobile and Desktop Support: Employees can use their mobile devices or desktops to make and receive calls from anywhere.

With these features, Microsoft Teams Enterprise Voice enables businesses to simplify their communication system, reduce operational costs, and improve productivity.

Step-by-Step Guide to Setup Teams Enterprise Voice

Setting up Microsoft Teams Enterprise Voice can be broken down into a series of straightforward steps. However, to ensure a smooth integration, each step needs to be completed carefully, and it's essential to understand the requirements at each stage.

1. Assess Your Current Communication Infrastructure

Before you begin setting up Enterprise Voice, it’s important to evaluate your existing communication infrastructure. Consider the following factors:

Existing Phone System: Are you currently using a PBX or other phone system? If so, you need to determine if Direct Routing is required to connect your existing system to Teams or if a Microsoft Calling Plan is a better fit.
Call Volume: Estimate the volume of calls your organization handles. This will help you choose the correct Calling Plan and features.
Business Needs: Identify what additional features your organization needs, such as call queues, auto-attendants, voicemail, or advanced call routing.
Geography and Local Numbers: Consider whether your employees need local phone numbers in various regions, as this will impact your choice of Calling Plan.

Understanding your business needs will ensure you choose the right plan for Microsoft Teams Enterprise Voice, whether you decide to go with Microsoft’s Calling Plans or use Direct Routing.

2. Choose the Right Calling Plan

Microsoft offers several different Calling Plan options for businesses adopting Teams Enterprise Voice. These plans vary based on the features, geographical coverage, and your business’s telephony requirements. The main options are:

a) Microsoft Calling Plans

Microsoft’s Calling Plans offer a straightforward way to integrate voice calling directly into Teams without the need for additional equipment. There are two main types of Calling Plans:

Domestic Calling Plan: Provides calling to local and national numbers within a specific country.
International Calling Plan: Enables businesses to make international calls in addition to local and national calls.

If your organization is already using Microsoft Teams for collaboration and you don’t have an existing telephony provider, this option might be the most seamless.

b) Direct Routing

Direct Routing allows businesses to connect Microsoft Teams Enterprise Voice to their existing phone system. This means you can keep your current telephony provider while integrating Teams into your communication ecosystem.

Direct Routing is ideal for businesses that want to keep their existing phone infrastructure or have more complex telephony needs, such as advanced call routing or custom features. It involves connecting a Session Border Controller (SBC) to the Microsoft 365 platform to ensure secure communication between the Teams platform and the phone network.

c) Operator Connect

Operator Connect is a newer option that allows businesses to connect their telephony provider to Teams via certified operators. This solution simplifies the setup and management of telephony services by using a Microsoft-certified provider, ensuring compatibility and ease of use.

3. Setting Up Direct Routing or Calling Plans

Once you’ve chosen your Calling Plan, it’s time to set up the infrastructure for Microsoft Teams Enterprise Voice. If you selected a Microsoft Calling Plan, the process is relatively simple - Microsoft will handle most of the setup for you.

If you selected Direct Routing, however, you’ll need to configure a Session Border Controller (SBC) that will serve as the link between your phone system and Teams. Setting up Direct Routing requires configuring both the SBC and the Microsoft Teams environment to ensure smooth communication. If you’re unsure about how to set this up, Performance Metrics can help guide you through the process.

4. Configuring Teams Calling Features

Once your calling infrastructure is in place, the next step is to configure the various calling features in Microsoft Teams Enterprise Voice. These include:

Auto-Attendants: Automatically route callers to the appropriate department or person by setting up a voice menu with options.
Call Queues: Organize incoming calls into queues, allowing businesses to manage high call volumes efficiently and direct calls to available agents.
Voicemail: Enable voicemail for users to capture missed calls when they are unavailable.
Call Forwarding and Transfers: Set up call forwarding rules to ensure that calls are never missed, even if an employee is not at their desk.
Emergency Calling: Configure emergency calling numbers to comply with local regulations and ensure safety for employees.

These features give businesses full control over how calls are routed and handled, helping to improve customer service and ensure calls are efficiently managed.

5. Assigning Phone Numbers to Users

Assigning phone numbers to users is one of the most important steps when setting up Microsoft Teams Enterprise Voice. This process ensures that each employee has a unique and functional phone number, allowing them to make and receive calls through Microsoft Teams. The way phone numbers are assigned can vary depending on the Calling Plan and setup you’ve chosen for your organization.

a) Assigning Numbers with Microsoft Calling Plans

For businesses using Microsoft Calling Plans, the process of assigning phone numbers is straightforward. Once you’ve purchased the appropriate calling plan, you can assign numbers directly to individual users through the Microsoft Teams admin center. Here's how:

Access the Microsoft Teams Admin Center: Log into the admin center (admin.teams.microsoft.com) with administrator credentials.
Navigate to the Voice Section: In the admin center, go to the “Voice” section, which is located under the “Calling” category. Here you will find options for managing Calling Plans, phone numbers, and call routing.
Assign Phone Numbers: Within the “Voice” section, you’ll have an option to manage phone numbers. You can either port existing numbers or assign new numbers provided by Microsoft. Simply select the user you want to assign the phone number to, and then choose the number you want to assign.
Configure the User’s Calling Settings: After assigning the phone number, ensure the user’s calling settings are configured properly. This includes setting up voicemail, call forwarding, and any other call management features the user will need.

Microsoft Calling Plans make this process easy, as the number assignment, as well as the integration with Microsoft Teams, is handled entirely within the Microsoft ecosystem.

b) Assigning Numbers with Direct Routing

For businesses using Direct Routing, the process of assigning phone numbers requires more configuration. With Direct Routing, your organization can keep its existing phone numbers or acquire new ones from a third-party provider. This flexibility is ideal for businesses with complex telephony needs or those who want to maintain relationships with their current telephony service providers.

Here’s how you can assign phone numbers in Direct Routing:

Port Existing Numbers: If your business is transitioning from a legacy PBX system or another provider, you may want to port your existing phone numbers to Microsoft Teams. To do this, you'll need to work with your telephony provider and Microsoft to complete the porting process. This typically involves submitting a request to your provider and coordinating the transfer with Microsoft.
Acquire New Numbers: If you need to acquire new phone numbers for your employees, you can purchase them either through Microsoft or through a third-party telephony provider. Once acquired, these numbers can be assigned to individual users via the Microsoft Teams admin center, just as with Microsoft Calling Plans.
Configure the Session Border Controller (SBC): Since Direct Routing relies on your existing telephony infrastructure, you will need to configure a Session Border Controller (SBC) to act as the interface between your on-premises PBX system and Microsoft Teams. The SBC ensures that your phone system can communicate securely with Teams. This configuration can be complex, and many businesses prefer to work with an experienced IT provider or consultant to ensure everything is set up properly.
Assign Numbers to Teams Users: Once your SBC is configured, you can assign phone numbers to Teams users. This process involves creating the necessary user profiles in the Teams admin center and associating them with the phone numbers.

Key Considerations When Assigning Phone Numbers

Location and Departmental Assignments: If your organization has multiple locations or departments, you may need to assign different phone numbers based on user location or department. For example, employees in different regions might need local phone numbers to comply with area-specific regulations or to ensure cost-effective calling.
Call Routing Rules: Depending on your organizational structure, you may need to set up call routing rules for different departments. For example, a sales team might have separate numbers for customer inquiries, while a support team could have a dedicated helpdesk number. Assigning numbers based on user roles or departments helps ensure that calls are routed appropriately.
Mobile and Desktop Access: Ensure that all employees have access to Teams for calling. This means they should be able to make and receive calls from both their desktop and mobile devices. Teams supports cross-platform calling, so users can stay connected even when they're not in the office.

Properly assigning phone numbers to users is crucial for ensuring that your Microsoft Teams Enterprise Voice setup runs smoothly. It helps ensure employees can communicate effectively, whether they’re working from the office or remotely.

6. Testing the System

Once the phone numbers have been assigned and the basic setup is complete, it’s crucial to thoroughly test the system. Testing ensures that your Microsoft Teams Enterprise Voice solution is functioning as expected and that users can make and receive calls without any issues. Here are some important tests to run:

a) Test Call Routing and Direct Dialing

Make sure that all calls are routing correctly. Test calling features by dialing both internal and external numbers to ensure that calls are being directed to the correct user or department. Ensure that the dial plan is configured correctly, and that the Direct Routing or Calling Plan is working seamlessly.

b) Verify Call Quality

Test the call quality to ensure there is no distortion, lag, or dropped calls. Poor call quality can negatively impact productivity and customer satisfaction, so it’s essential to check for clear audio on both ends of the call. Teams typically uses high-definition voice, but network issues can still affect performance, so make sure the network is optimized.

c) Check Voicemail and Call Forwarding

Verify that voicemail is properly configured for users who are unavailable. Test the voicemail system to ensure that messages are being recorded and delivered correctly. Additionally, test call forwarding to ensure that calls are forwarded to the right number or voicemail when users are busy or unavailable.

d) Test Integration with Other Features

Microsoft Teams offers many features beyond voice calling, such as call queues, auto-attendants, and Direct Routing. Test each of these features to ensure they’re working properly. For example, check if calls are properly routed through auto-attendants and queued for the appropriate agent.

e) Mobile and Desktop Testing

Make sure that both mobile and desktop devices are functioning correctly. Employees should be able to make and receive calls from any device, whether they're in the office or working remotely.

7. Training and Adoption

After completing the setup and testing, it’s time to focus on training and ensuring that employees can effectively use Enterprise Voice. Training is key to ensuring that your team is ready to take full advantage of the new system and that any issues are addressed before going live.

a) Provide Basic Calling Training

Train employees on how to make and receive calls through Microsoft Teams. This should include how to dial external numbers, transfer calls, and use the Teams interface for voice communication.

b) Teach Advanced Features

Ensure employees are aware of advanced features such as call forwarding, voicemail management, and call transfer. This will help them manage calls more efficiently, especially during high-volume periods.

c) Set Up Troubleshooting Procedures

Employees should also know how to troubleshoot basic issues. Provide a guide on how to handle common issues, such as poor call quality or missed calls. This will help resolve minor problems quickly without the need for IT intervention.

d) Ongoing Support

Provide ongoing support after the system goes live. Make sure that employees have access to a helpdesk or support team if they run into issues or need assistance with new features.

Proper training and adoption ensure that employees feel confident using Microsoft Teams Enterprise Voice and that the system is integrated smoothly into your business operations. The quicker your employees adapt, the faster your business can begin reaping the benefits of this powerful communication tool.

Leverage Enterprise Voice for Call Management

With Microsoft Teams Enterprise Voice, businesses can manage calls more efficiently, enhance communication, and improve collaboration. Here’s how:

Unified Communication: Combine all communication methods (voice, video, chat) into one platform, reducing the need for multiple tools and improving collaboration.
Scalability: As your business grows, you can easily scale your Microsoft Teams Enterprise Voice setup to add new users or locations without additional hardware.
Cost Savings: Eliminate expensive hardware and reduce call management costs by switching to a cloud-based solution.
Advanced Analytics: Track call metrics, including duration, volume, and response times, to identify opportunities for optimization.

By fully integrating Microsoft Teams Enterprise Voice, businesses can transform their communication systems and improve customer service, all while saving time and money.

Conclusion

Setting up Microsoft Teams Enterprise Voice is a powerful way for businesses to modernize their communication infrastructure. It offers a flexible, scalable, and cost-effective solution to streamline voice communication across the organization. Whether you’re looking to replace an outdated phone system or integrate voice calling into your existing Teams platform, Microsoft Teams Enterprise Voice provides all the tools you need for success.

At Performance Metrics, we specialize in helping businesses set up and optimize Microsoft Teams Enterprise Voice. Our team of experts can guide you through the setup process, ensuring your system is tailored to meet your specific needs. Are you ready to take your communication to the next level? Contact us today!