Teams Phone: Exploring advanced features, E911, and your Teams Phone journey – Ep.80 | SS5

Microsoft Teams Phone does a lot of things.

But how many of those advanced features do you really need?

Teams expert Matt Carlson gets asked this all the time.  

Luckily, he provides all the answers in Episode 80: Exploring Advanced Features, E911, and Wrapping Up Your Teams Phone Journey. 

In this episode, Matt discusses:

• Many of the advanced features available in Teams
• E911 compliance and why it matters
• What the average Teams Phone journey looks like

Advanced features: The future of Teams Phone

Microsoft Teams Phone is not just a replacement for your legacy PBX — it’s a transformative platform that continues to evolve. Here’s a look at where things are headed:

Copilot: AI-powered conversations

With the introduction of Copilot, Microsoft is redefining what it means to have an intelligent communication system. Imagine:

• Real-Time Summaries: Calls that summarize themselves, automatically generating notes and action items in your CRM.
• Seamless Integration: Automated workflows that surface customer profiles, ticket histories, or sales data directly within the call interface.
• Enhanced Efficiency: Reducing manual tasks for end users and allowing them to focus on higher-value problem-solving.

As Matt puts it: “Copilot and Teams Phone are blurring the lines between a traditional phone system and a full-fledged contact center.”

Omnichannel evolution

The recently launched Queues App brings omnichannel capabilities closer to mainstream use. With features like whisper and barge and AI agents on the horizon, Teams Phone could soon replace many traditional call center applications. Implications include:

• Simplified Systems: Fewer platforms to manage, reducing complexity and cost.
• Improved Customer Experience: Context-aware agents who can seamlessly manage customer interactions across voice, chat, and more.

Softphone-only deployments

Legacy desk phones are becoming a thing of the past. Teams Phone’s cloud-first architecture enables softphone-only deployments, streamlining hardware needs and cutting costs. It’s time to rethink whether your workforce truly needs physical handsets.

E911 compliance: Why it matters

One of the most critical aspects of any phone migration is ensuring compliance with E911 regulations. As Matt emphasizes: “It’s not just about ticking a box — it could be life or death.”

Key considerations for E911

• Dynamic locations: Ensure your network topology is mapped accurately in the Teams Location Information Service (LIS). This includes regular updates for Wi-Fi access points, subnets, and MAC addresses.
• User education: Train employees to verify their location data using 933 test calls. Empower them to update their information when working remotely.
• Emergency notification policies: Test your policies to confirm that 911 calls are routed to the correct public safety answering point (PSAP) and that internal notifications reach the appropriate on-site personnel.

Lessons learned

• Testing Is non-negotiable: Use Microsoft’s tools to validate your E911 configurations. Regularly review and update your LIS to ensure accuracy.
• Collaboration is key: Engage your network, IT, and security teams to build a seamless process for managing E911 updates.

Recapping your Teams Phone journey: Episodes 76–80

If you’re just joining us, here’s a quick recap of the journey Matt has guided us through:

Episode 1: Pre-prep and executive buy-in

• Importance of upskilling your team for a cloud-first environment.
• Why executive sponsorship is essential for a successful rollout.
• Softphone-only deployments: The simple solution to complex transitions.

Episode 2: Planning and proof of concept

• The role of persona mapping in right-sizing your phone system.
• How to conduct a proof of concept (POC) to identify challenges early.
• Tips for involving stakeholders from IT, networking, and business units.

Episode 3: Tools and migration strategies

• Free resources like persona mapping templates and UAT plans.
• Deciding between a greenfield build or retrofitting legacy data.
• Why eliminating outdated extensions simplifies the transition.

Episode 4: Immediate benefits and lessons learned

• Cost savings and efficiency: Deploy thousands of lines overnight without field technicians.
• End-user adoption: Familiar interfaces make the transition seamless.

Leveraging CQD and QER dashboards for proactive troubleshooting.

Why make the switch to Teams Phone?

Teams Phone is more than a phone system — it’s a platform for unified communication and collaboration. From softphone deployments to omnichannel evolution, it combines the tools your workforce needs into one, powerful ecosystem.

Matt said it well: “This is the gold standard for a modern communication system. Whether it’s a standard knowledge worker or a contact center, Teams Phone is the future.”