PBX modernization
A multi-site group migrated 5,000 extensions from Avaya to Teams Phone + Direct Routing — hardware costs were eliminated.
Microsoft 365 (Office 365) · Productivity and Collaboration
Microsoft Teams Phone
Cloud PBX, calling plan and Direct Routing telephony service.
Quick answer
Microsoft Teams Phone is the cloud PBX service that brings traditional telephony into Teams. It includes auto-attendants, call queues, voicemail-to-email and call routing. PSTN connectivity is delivered through Microsoft Calling Plan (in supported markets), Operator Connect, or Direct Routing via local SIP trunk.
Teams Phone is Microsoft's cloud PBX service. The Teams client (web, desktop, mobile) becomes the IP phone; PSTN connectivity is required for external calling.
PSTN options: Microsoft's own Calling Plan is available in many EU/UK/US markets. Where Calling Plan isn't available, Direct Routing connects a certified Session Border Controller (SBC) and a local operator's SIP trunk to Teams Phone.
Operator Connect is the simpler option in select markets — Microsoft-certified operators deliver Calling-Plan-like turnkey setup, billed by the operator.
Key features
What it offers
- Cloud PBX + auto-attendant
- Call queues with reporting
- Direct Routing (operator SIP trunk)
- Mobile and desktop apps
- Voicemail to email + transcription
- Skill-based routing
- Call park, hold, transfer
- Audio conferencing
Tech Summary
Important technical data
- License
- Teams Phone Standard ~$8 per user/month
- PSTN connectivity
- Calling Plan, Operator Connect or Direct Routing
- SBC
- AudioCodes, Ribbon, Oracle certified SBC
- Endpoints
- Yealink, Polycom, AudioCodes Teams-certified IP phones
- Mobile
- iOS + Android Teams app
- Operator options
- Local SIP trunk providers or Microsoft Calling Plan
Use CasesMulti-site enterprise Contact center Retail Remote work
When would you choose this product?
Customer service operations
An e-commerce contact center runs Teams Phone with advanced call-center software (3CX or similar) layered on top for queueing and analytics.
Multi-store chain
A retail chain installs Yealink Teams-certified IP phones in every store, with all calling routed through a single SIP trunk.
Hybrid team
A remote-friendly SaaS company lets employees place calls from the corporate number through the Teams mobile app — no desk phones required.
Who is it for?
Organizations modernizing legacy PBX; hybrid and remote-first workforces.
Frequently Asked Questions
Frequently asked questions
How does PSTN connectivity work?
In Calling Plan markets (most EU/UK/US), Microsoft delivers PSTN directly. Elsewhere, Direct Routing with a local SIP trunk (UK national carriers, EU operators) plus a certified SBC delivers connectivity.
Is an SBC (Session Border Controller) required?
Yes — Direct Routing requires a Microsoft-certified SBC. AudioCodes Mediant, Ribbon SBC and Oracle SBC are popular choices. Cloud SBC options also exist.
How does Teams Phone compare with 3CX?
3CX is a standalone PBX with deeper call-center features. Teams Phone delivers native Microsoft integration — if you already run Teams, Teams Phone is the natural choice. Sora Yazılım compares the two against your use case.
Can I port my existing number?
Yes — number porting across operators is standard. New numbers from the SIP-trunk provider are also available. Porting typically takes 2–4 weeks.
Are auto-attendants multi-language?
Yes — text-to-speech supports 30+ languages; welcome messages and IVR menus can be built per language. AI-driven interactive voice response (IVR) is coming.
Is call recording included?
User-initiated recording (per call) is included in Plan 2 / E5. Compliance recording (auto-record every call) requires an additional SKU or third-party product.
How do I dial out from the corporate number on mobile?
With Teams Phone active in the Teams mobile app, the dial pad opens directly; outbound calls originate from the corporate number.
Are physical IP phones required?
No — the Teams desktop/mobile app works as a softphone. Reception, common areas and contact centers benefit from physical Teams IP phones.
When are call queues appropriate?
Customer service, technical support and call routing. Skill-based routing (language, technical specialty) is supported. Real-time wallboard monitoring is available.
Is emergency calling (E911/112) supported?
With Direct Routing, the SIP-trunk provider delivers emergency calling. Dynamic E911 (location validation) is mandatory — Sora Yazılım configures this at deployment.
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Microsoft 365 (Office 365) — Microsoft Teams Phone →From the same brand
Microsoft 365 (Office 365) family — other products
Microsoft 365 Business Basic
Web and mobile Office apps + Teams, Exchange, SharePoint.
DetailsMicrosoft 365 Business Standard
Desktop Office + Teams + Exchange + 1 TB OneDrive.
DetailsMicrosoft 365 Business Premium
Business Standard + Intune, Defender and Entra ID P1.
DetailsMicrosoft 365 E3
Enterprise Office + security + compliance baseline.
DetailsComparable Solutions
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Microsoft Teams Phone licensing + deployment + support
Sora Yazılım handles licensing, deployment, training and ongoing management — all from a single team.