Already using Teams for meetings, chat and collaboration? C9 can bring your business calling into the same environment.
We review Microsoft Teams Phone, external calling connectivity, business numbers, call queues, auto attendants, devices, migration and ongoing management together.
Teams Phone works best when the Microsoft tenant, telephone numbers, reception flows, network and devices are reviewed before configuration begins.
Whether you already use Teams, are replacing a phone system or need an existing setup cleaned up, the path should follow the business requirement.
Already in Teams
Add external business calling so employees can use Teams for internal collaboration and business telephone calls.
Replacing PBX
Move users, applicable business numbers and important call flows into Teams Phone through a planned migration.
Existing Teams Phone
Review the current configuration before rebuilding policies, call routing, queues, devices or network performance.
A complete business calling environment involves Microsoft Teams, Teams Phone, external calling, business numbers, the network and ongoing C9 management.
Employees keep using the collaboration environment they already know for chat, meetings and internal coordination.
Microsoft Teams Phone, external calling connectivity and business numbers work together to support real telephone calls.
Licensing, call flows, devices, network readiness and ongoing changes stay connected under one support relationship.
C9 shapes the setup around whether you are adding calling to Teams, replacing a PBX or improving an existing Teams Phone deployment.
For organisations already using Microsoft 365 and Teams that want to introduce business telephony.
For businesses ready to move users and calling workflows away from a traditional or separate phone platform.
For organisations already calling through Teams that need help with policies, devices, call routing or quality.
Individual users, reception teams and multi-site environments need different calling behaviour. C9 maps these before configuring Teams Phone.
See FAQUser calling
Typical requirements
User numbers + voicemail
For employees who primarily need their own business number and the ability to make and receive calls from Teams.
Typical requirements
Customer entry
Typical requirements
Main number + queues
For organisations where customer calls enter through a main number before reaching a department or employee.
Typical requirements
Standardisation
Typical requirements
Sites + policies
For businesses standardising voice across several locations, departments or larger groups of users.
Typical requirements
C9 reviews the licensing, calling model, numbers, routing, policies, devices and network path that make Teams Phone work as a business phone system.
Confirm the Microsoft licensing required for the users and functionality being deployed.
Choose the appropriate PSTN connectivity model for the organisation.
Document the numbers currently used by employees, departments and main business lines.
Determine how inbound customer calls should move through the business.
Design menus and routing where callers need to choose departments or functions.
Configure calling permissions and behaviour around different users.
Decide who will use headsets, Teams-compatible desk phones, software calling or a combination.
Assess whether the network supporting Teams voice is ready for real-time calling.
Depending on the organisation, relevant options can include Microsoft Calling Plans, Operator Connect, Direct Routing or other supported Microsoft voice architectures.
A simpler cloud calling model may suit businesses without complex carrier or telephony dependencies.
Businesses retaining supported carrier relationships may need a model that keeps Microsoft and voice services coordinated.
Multi-site businesses, larger number ranges, integrations or existing voice infrastructure may need additional design work.
C9 recommendation
We review Microsoft, voice and network requirements together before recommending the final calling architecture. The technology should follow the business requirement, not the other way around.
Teams Phone becomes easier to operate when numbers, queues, routing, users, network readiness and ongoing changes are managed together.
Microsoft environment
Considered as part of the design.
Customer manages separately.
External calling
Connectivity model reviewed against requirements.
Purchased as a voice component.
Numbers
C9 coordinates agreed number migration.
Customer coordinates migration.
Call flows
Queues, attendants and routing designed around the business.
Customer configures.
Network
Voice readiness can be reviewed with the wider network.
Often treated separately.
User rollout
Migration and adoption requirements can be planned.
Primarily technical activation.
Ongoing changes
C9 remains involved across the managed environment.
Customer manages multiple interfaces.
Businesses change constantly. Employees join, departments move, opening hours change, numbers are added and queues need adjustment. C9 stays involved after deployment.
Users: Add and change calling requirements as teams evolve.
Numbers: Maintain visibility over number assignments and service requirements.
Queues & attendants: Update business routing as teams and operating hours change.
Policies: Manage relevant calling behaviour and permissions.
Devices: Support the agreed Teams voice endpoint environment.
Escalation: Coordinate relevant Microsoft, voice and network investigation across the environment C9 manages.
Teams Phone is not purely a Microsoft project and it is not purely a telecommunications project.
We understand how customers reach the business today before designing how Teams should handle those calls tomorrow.
Existing numbers and dependencies are documented before the migration sequence is agreed.
Voice quality depends on more than Microsoft Teams. Connectivity and local network conditions matter as well.
C9 remains involved for changes, administration, support and future voice requirements.
Review Microsoft environment, users, existing phone system, numbers, call flows and devices.
Confirm licensing, PSTN architecture, user requirements, queues, attendants, policies and device strategy.
Configure the agreed Teams Phone environment and prepare migration requirements.
Coordinate users and applicable numbers through the agreed cutover approach and validate important call flows.
Support ongoing changes, users, voice configuration and future Teams calling requirements.
ACTIVE STAGE
Discover
Review Microsoft environment, users, existing phone system, numbers, call flows and devices.
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