Microsoft Teams Phone System Setup — PSTN Calling & Cloud PBX
IT Partner helps deploy, configure, and set up the Cloud Phone System and Enterprise Voice in Microsoft 365 so Teams users can place and receive PSTN calls and access PBX features. This implementation service is SKU ITPWW170IMPOT, priced at $30 per user with a $1,000 minimum, with a duration of 2 weeks and Mike Mackey as manager.
What this engagement is
This service sets up Microsoft 365 calling for your business by enabling call control and PBX capabilities in the Microsoft 365 cloud with Microsoft Teams clients. The Cloud Phone System can replace an existing PBX system with features delivered from Microsoft 365 and integrated into the organization’s cloud environment. With Phone System, users can use Skype for Business Online and Microsoft Teams for basic call control tasks such as placing and receiving calls, transferring calls, and muting and unmuting calls. Users can click a name in their address book and Skype for Business or Microsoft Teams places a call to that person. To place and receive calls, users can use a mobile device, a headset with a laptop or PC, or one of many IP phones that work with Skype for Business and Microsoft Teams. Administrators can manage calling from the same admin console used for messaging, collaboration, and related services. Skype for Business clients are still supported by Microsoft but are outside the scope of this service.
Success criteria
What you receive
How the work unfolds
Project kickoff and readiness review — confirm scope, target users, locations, calling requirements, licensing, client points of contact, vendor dependencies, and the planned implementation schedule.
Tenant and licensing assessment — review the Microsoft 365 tenant, Teams Phone/Cloud PBX and PSTN licensing availability, admin access, existing Teams configuration, and any constraints that could affect calling setup.
Numbering and call-flow design — collect the client’s telephone number and extension plan, define user number assignments, emergency locations, Auto Attendant and Call Queue requirements, voicemail expectations, and any delegation or team-call needs.
PSTN and number-porting preparation — assist with gathering current carrier information, preparing porting inputs, identifying temporary or net-new numbers if required, and coordinating carrier-dependent timing with the client.
Core Teams Phone configuration — assign Phone System licenses, configure calling policies, assign numbers to users, configure emergency locations, and set up required PSTN calling settings in Microsoft 365.
Cloud PBX services configuration — configure Cloud Voicemail, voicemail policies, Auto Attendant, Call Queue, Audio Conferencing-related settings, Communication Credits, and external federation settings included in the service scope.
Validation and pilot testing — test representative inbound and outbound PSTN calling, call transfer, forwarding, hold/retrieve, voicemail, simultaneous ringing, delegation or team-call scenarios where applicable, and emergency location assignment visibility.
Cutover support and remediation — support the agreed transition window, validate number availability after porting or assignment, address configuration issues within scope, and confirm high-risk or VIP users are working as expected within the agreed user set.
Handoff and closure — review the completed configuration with the client, summarize any open dependencies or out-of-scope follow-up items, and confirm the Microsoft 365 calling service is ready for production use within the implemented scope.
Prerequisites
Who does what
IT Partner
- Assign the correct licenses for Phone System service
- Assist with porting your old numbers
- Assign telephone numbers to your Microsoft 365 users
- Set emergency locations and assign numbers and emergency locations to users
- Configure Cloud PBX voice and voicemail services (Auto Attendant, Call Queue, Audio Conferencing, etc.)
- Set up voicemail policies in your organization
- Configuring federation with external organizations
- Set up Communication Credits
- Set up Cloud Voicemail
Your team
- Provide instructions containing the structure of telephone numbers and extensions
- Provide required voice messages/music for Cloud PBX
- Provide voice recordings for Auto Attendant
- Provide a dedicated point of contact responsible for working with IT Partner and coordinate any outside vendor resources and schedules
- Configure all networking equipment, such as load balancers, routers, firewalls, and switches
- Provide access to physical and virtual servers and/or systems and services as needed. Provide needed remote and/or physical access to facility and systems required to complete work
- Assist with identification of high-risk users (top executives and VIP users)
What's not included
Limitations & technical notes
Frequently asked questions
What is included in IT Partner’s Cloud Phone System and PSTN Calling Initial Setup service?
IT Partner deploys and configures Microsoft 365 Phone System and Enterprise Voice so Microsoft Teams users can place and receive PSTN calls and use cloud PBX features. The service includes license assignment, number assignment, emergency location setup, Cloud PBX and voicemail configuration, Auto Attendant, Call Queue, Audio Conferencing, Communication Credits, federation with external organizations, and assistance with porting existing numbers.
What business outcome should we expect from this Microsoft 365 calling setup?
The expected outcome is a working modern calling service based on Microsoft 365 that enables Teams users to make and receive PSTN calls and use PBX features. Success criteria include call hold and retrieve, call transfer, call forwarding, Camp On, distinctive ringing, simultaneous ringing, voicemail, support for USB peripherals such as a USB phone, delegation, team call, and a basic call policy.
How long does the Cloud Phone System and PSTN Calling Initial Setup take?
The listed duration for this implementation service is 2 weeks. Exact scheduling can depend on client readiness, required access, number porting dependencies, and coordination with any outside vendors, so specific dates should be confirmed with IT Partner.
How is this service priced?
This service is SKU ITPWW170IMPOT and is priced at $30 per user with a $1,000 minimum. The service manager listed for this offering is Mike Mackey.
What licenses are required before starting the engagement?
You must have a Microsoft 365 tenant with Cloud PBX and PSTN licenses before the service can be completed. IT Partner assigns the correct Phone System service licenses during the engagement, but the required Microsoft licensing must be available in the tenant.
Does this service replace an existing PBX system?
This service can help replace an existing PBX with Microsoft 365 Phone System capabilities delivered through the cloud and used with Microsoft Teams clients. It focuses on Microsoft 365 cloud calling and does not include integration with or deployment of on-premises Enterprise Voice elements.
Does IT Partner help port our existing phone numbers?
Yes, IT Partner assists with porting old numbers as part of the service. Because number porting can involve carriers and outside vendor schedules, the client must provide a dedicated point of contact to coordinate resources and schedules.
Who assigns phone numbers and emergency locations to users?
IT Partner assigns telephone numbers to Microsoft 365 users and sets emergency locations, including assigning numbers and emergency locations to users. The client must provide instructions on the structure of telephone numbers and extensions so the configuration matches the business requirements.
Are Auto Attendants and Call Queues included?
Yes, IT Partner configures Cloud PBX voice and voicemail services, including Auto Attendant, Call Queue, Audio Conferencing, and related components listed in the service scope. The client must provide required voice messages, music, and voice recordings for Auto Attendant.
Is voicemail included in the initial setup?
Yes, voicemail is included because IT Partner sets up Cloud Voicemail and configures voicemail policies for the organization. Voicemail is also listed as one of the service’s success criteria for the Microsoft 365 calling deployment.
What responsibilities does IT Partner handle during the project?
IT Partner handles Phone System license assignment, number porting assistance, user number assignment, emergency location configuration, Cloud PBX and voicemail setup, voicemail policies, external federation, Communication Credits, and Cloud Voicemail setup. These responsibilities are limited to the cloud Microsoft 365 calling scope described in the service.
What responsibilities does the client have during the project?
The client must provide telephone number and extension structure, required voice messages or music, Auto Attendant recordings, a dedicated point of contact, and access to required systems and services. The client is also responsible for configuring networking equipment such as load balancers, routers, firewalls, and switches, and helping identify high-risk users such as executives and VIP users.
Is user training included with this service?
No, customer team training is not included in this service. If users need formal training on Teams calling, calling workflows, or device usage, that should be discussed as a separate need with IT Partner.
Does this service include setting up desktop phones or Teams phones?
No, setup and configuration of desktop phones is explicitly not included and would be handled as a separate project. The service includes Phone System capabilities and support for USB peripherals such as a USB phone within the stated success criteria, but desktop phone deployment and configuration are outside this scope.
Does IT Partner configure desktop or mobile Teams client settings?
No, desktop and mobile software settings are not included in this initial setup service. The engagement focuses on Microsoft 365 Phone System, PSTN calling, PBX features, voicemail, number assignment, emergency locations, and related cloud voice configuration.
Is a Skype for Business to Teams upgrade included?
No, a Skype for Business to Teams upgrade is not included and is listed as a separate project. Skype for Business clients are still supported by Microsoft, but they are outside the scope of this service.
Does this service include on-premises Enterprise Voice integration?
No, integration with or deployment of on-premises Enterprise Voice components is not included. This service is focused on Microsoft 365 cloud Phone System and PSTN calling for Teams users.
Will there be downtime or business impact during setup?
The service description does not specify a guaranteed downtime window or cutover impact. Because voice services can involve number porting, emergency calling configuration, networking, and user assignment, downtime and business impact should be reviewed with IT Partner during planning.
What happens after IT Partner completes the setup?
After completion, the organization should have Microsoft 365 calling configured so Teams users can use PSTN calling and cloud PBX features within the delivered scope. Ongoing items such as user training, desktop phone setup, mobile or desktop software settings, Skype for Business to Teams upgrade work, or on-premises Enterprise Voice integration are not included unless separately arranged.
Can Teams users use different devices for calling after this setup?
Yes, the Microsoft 365 Phone System supports calling from Microsoft Teams using devices such as mobile devices, a headset with a laptop or PC, or compatible IP phones. However, setup and configuration of desktop phones is outside this specific service and would require a separate project.