Microsoft Teams has rapidly become the business world’s go-to solution for communication and collaboration.
The latest statistics from Microsoft indicate over 320 million daily active users as of Q1 2024, a significant increase from 145 million in 2021.
Although it’s a powerful collaboration tool, Microsoft Teams on its own is only a partial telecom solution. To become a full-fledged business phone system and enable direct calling over traditional telephony networks, it needs PSTN connectivity. Microsoft offers four options to bring business calling to Teams:
Operator Connect: Enable full PSTN connectivity for Microsoft Teams as a fully managed service. Requires that a business work with a Microsoft-approved Operator Connect provider/carrier.
Direct Routing: Allows an organization to connect its on-premises telephony infrastructure to Microsoft Teams, maintaining existing investments and carrier relationships with the trade-off of being more complex to manage and deploy.
Microsoft Calling Plans: Functions similarly to Operator Connect, with the caveat that Microsoft acts as the PSTN carrier. Depending on you region, a calling plan can also be more cost-effective than other options.
Teams Phone Mobile: The latest option for enabling PSTN connectivity within Microsoft Teams, Teams Phone Mobile allows users to use a SIM-enabled phone number on their mobile device, desktop and Teams Phone.
In this blog, we’ll discuss how to migrate to Operator Connect and deploy a streamlined, feature-rich Microsoft Teams phone system.
Evaluating your current setup
Start by taking stock of your organization’s telephony needs, including the number of users, locations, and countries where you operate. Consider your current infrastructure, including existing PBX systems and mobile devices, then assess your carrier and coverage needs.
This comprehensive evaluation will help you determine which direct calling solution is the best fit for your organization.
Choosing Operator Connect
To decide whether operator connect is the optimal choice for providing basic PSTN connectivity for Teams as opposed to direct routing or calling plans, consider the following:
Cost: Compare the costs of Operator Connect with the other three options. Evaluate your total cost of ownership, including any potential savings from reduced management overhead.
Ecosystem: Look at your current communications infrastructure, including what devices and operating systems employees typically use in the workplace.
Coverage: Ensure that Operator Connect provides coverage in all the countries where your organization operates. This is crucial for maintaining consistent communication across your global operations.
Features: Check that Operator Connect offers the features you need, such as call forwarding, compliant recording, video calling, and direct integration with other Microsoft 365 services. These features can enhance your communication capabilities and streamline your workflows.
Alternatives to Operator Connect
Operator Connect won’t always be the best option for enabling direct calling in Teams. Here’s when you should consider choosing one of the other technology solutions:
If everyone in your office relies heavily on a mobile device or you have a large number of remote employees, Teams Phone Mobile may be a better choice.
Businesses with existing investments, contracts with carriers that aren’t Microsoft-approved, or a need for greater control over their deployment may want to choose Direct Routing, which typically has significantly lower overhead as well.
For small businesses with low call volumes and limited IT resources, Microsoft calling plans are likely the best bet, as Microsoft’s limited options for customization are less likely to be an issue.
Preparing for migration
Before migrating to a new Microsoft phone system, it’s crucial to prepare your organization thoroughly. Here are some essential steps to take:
Assess your current infrastructure: Ensure that your network and internet connectivity can support the new system. This includes checking bandwidth, latency, and overall network performance to handle direct calling effectively.
Train your staff: Provide training to your staff on the new technology, including how to use features like Direct My Call and navigate automated menus. This will help them adapt quickly and make the most of the new system.
Test your setup: Conduct thorough testing of your new system to ensure that it’s working correctly and that you can receive external calls without any issues. This step is vital to identify and resolve any potential problems before the full migration.
By taking these preparatory steps, you can ensure a smoother transition and minimize disruptions to your business operations.
Setting up Operator Connect
Initial setup for Operator Connect is a self-service process that can more or less be done on a single screen, requiring only a few basic steps within the Microsoft Teams Admin Center.
1. Choose an operator
In the Teams Admin Center, start by going to Voice->Operators.
You can then filter operators by service or region and select the one you want to enable. You can also see a full list of approved operators by visiting Microsoft’s official directory.
2. Select your regions
Once you’ve chosen an operator and given them consent, select the countries and regions in which you want them to operate.
3. Provide contact information
Basic details such as your name and email address should be shared automatically with your chosen Operator. You’ll also need to provide information such as company size, and can optionally provide a number or list of numbers.
4. Finalize your choice
Accept the data transfer notice, then select Add as my Operator.
5. Additional configuration
Depending on your provider’s workflow, you may request new numbers either during or after the initial setup process. You’ll also assign phone numbers to emergency addresses, which is necessary to ensure anyone who places an emergency call gets the help they need.
How to migrate to Operator Connect from legacy PSTN
Migrating from a legacy phone system to Operator Connect is less complicated than you’d think. Retain the plan you already have for your existing PSTN add-on and then simply enable your carrier as an Operator in the Teams Admin Center. Your operator should then handle porting along with the remainder of the migration process.
Migrating your phone numbers from Microsoft calling plans
Moving to Operator Connect from Microsoft Calling Plans is also quite simple. Here are the steps you’ll need to take:
Contact your chosen Operator to begin the process or initiate it on your own within your Operator’s dashboard.
Once the porting process is complete, your Operator will make the numbers available for assignment within their administrative interface.
To start assigning numbers, access the Teams Admin Center, click Voice -> Phone numbers, select an unassigned number, then click Edit.
Search for the display name or username under Assigned to, then click Assign.
Alternatively, you can assign numbers via PowerShell.
You can now start making calls through Teams with Operator connect.
Migrating from Direct Routing solutions to Operator Connect
Moving from Direct Routing tends to be slightly more complex, though this depends on your current provider and setup. Due to the nature of Direct Routing, you’ll likely also need to use PowerShell. We’ve provided a general overview of the process below which should apply to most providers.
Note that these instructions assume your Direct Routing provider and Operator Connect provider are different telecommunications companies. However, some vendors offer both services. If you’re staying with the same provider, contact them for specific migration instructions.
1. Identify how existing numbers are assigned
Within PowerShell, enter the following command to check whether a Direct Routing number is assigned:
Get-CsPhoneNumberAssignment -AssignedPstnTargetId <user>
The NumberType should be DirectRouting. You can also check whether a number is assigned on-premises or online by entering the command below. If OnPremLineUri has an E.164 number, then the number is assigned on-premises; otherwise, it’s online.
Get-CsOnlineUser -Identity <user> | fl RegistrarPool, OnPremLineURI, LineURI
2. Start porting your numbers
On-premises numbers can be ported using the command Set-CsUser -Identity <user> -LineURI $null. You may also need to use Remove-CsPhoneNumberAssignment -Identity <user> -PhoneNumber <pn> -PhoneNumberType DirectRouting. This process can take anywhere from ten minutes to 24 hours, during which time the number will be out of service.
3. Remove voice routing options
Voice routing policies may remain after porting numbers. To manually remove them, use Grant-CsOnlineVoiceRoutingPolicy -Identity <user> -PolicyName $Null
4. Acquire new numbers (optional)
If you need more numbers than you ported from your existing Direct Routing solution, you can visit your Operator Connect provider’s website to order and acquire new ones. You will require your Microsoft 365 Tenant ID for this step.
5. Assign numbers within Teams
Open the Teams Admin Interface. Assuming you completed all the previous steps correctly, you should see both your ported numbers and any newly-acquired numbers under Voice->Phone numbers. Once they’re assigned, you should be able to start calling right away.
Best practices for a smooth migration
To ensure a smooth migration to your new phone system, follow these best practices:
Plan your migration carefully: Set a timeline, allocate the necessary resources, and communicate with everyone who will be involved in the process.
Keep everyone informed: Provide staff with the necessary training and support while providing them with regular updates to ensure everyone stays on the same page.
Test your system and connection: Test everything thoroughly to ensure that it’s working correctly and that you can make and receive external phone calls.
Adjust and iterate: Your mindset post-migration should be one of continuous improvement. Monitor your new system to identify potential bottlenecks and optimization opportunities.
Gather feedback. Talk to your employees about their experience with the new system, and regularly ask them for feedback on features and functionality.
By following these best practices, you can ensure a smooth and successful migration to your new phone system, providing your organization with reliable and efficient communication capabilities.
Enable feature-rich direct calling in Microsoft Teams
Cut costs, simplify provisioning and management, and leverage decades of expertise by choosing Momentum as your Operator Connect provider.
With predictable monthly pricing, flexible plans, and native connectivity to Microsoft’s network, we make it easier than ever to add PSTN connectivity to Teams. We also provide 24×7 high-touch support, on-demand scaling, and a full suite of additional services and solutions designed to help you get the most from Microsoft Teams.
Ready to make the transition to Operator Connect? Get in touch today and we’ll show you how easy the process can be with Momentum by your side.
