Microsoft Teams Phone
Microsoft Teams Phone
Deployment Playbook
Teams Phone deployment guidance
The Teams Phone deployment playbook is designed as an aide to your
organization to reduce overall time-to-value when transitioning to Teams Phone
from an incumbent telephony solution.
Traditionally, transitions between telephony solutions have been long and slow
projects, often increasing time-to-value for the new solution, and simultaneously
adding complexity and cost overhead due to the length of time multiple solutions
need to be supported, maintained and managed.
By following a well understood methodology broken into 3 categories,
discovery,
planning
and
deployment,
organizations can accelerate their transition to Teams
Phone with confidence in their end state solution, reducing time-to-value and
increasing user satisfaction while simultaneously reducing complexity and cost.
Note:
This playbook assumes the scenario of adding Teams Phone to an existing Teams
environment.
Tip:
Engage your Microsoft Account team for additional resources and support!
How to get the most out of this playbook
As you navigate the sections of this playbook across
discovery, planning
and
execution
, treat each slide and topic as a live working session designed to drive
decisions, define tasks and take actions.
Prepare by gaining commitment from all responsible participants in the Teams
Phone transition project to participate as required to drive successful outcomes.
Consider the
TIPs
included on relevant slides as methods to simplify and accelerate
your Teams Phone transition.
Note:
Most slides in this playbook will contain links to additional supporting content, such as online
documentation or sample assets that can be leveraged by your project team to successfully complete
a given topic area. Anywhere you see a phone, click to follow the hyperlink to more information!
Tip:
When in doubt, click the phone icon!
Table of
Contents
Organize your Teams
Phone Transition Project
Teams Phone Transition Project
Before beginning, take a few steps to organize
your project for overall success.
Build your Teams Phone
transition project team.
Collaborate with your
project team to establish
objectives, priorities and
timelines for the project.
Leverage the sample Teams
Phone transition timeline
to create your own timeline
that reflects your
organization’s intent
and capabilities.
Leverage the sample Teams
Phone project plan to build
your own plan that reflects
your organization’s intent
and capabilities.
Teams Phone Transition Project Team
Below is a high-level list of the suggested roles for a successful Team Phone transition project. Align the
appropriate roles from your organization to the role descriptions below.
Tip:
Include your Microsoft Account team or partner roles and responsibilities as applicable
Teams Phone Transition Timeline
This sample timeline demonstrates how even complex environments can be transitioned to Teams
Phone in a succinct and expeditious manner.
Discovery (Day 1-30)
Evaluate current PSTN environment including persona definitions and business requirements. Map Teams Phone features and functionality to user personas and
business requirements.
Planning (Day 31-60)
Plan for Teams Phone PSTN connectivity, policy and service configuration. Define your approach to administration and management and end users training and
adoption.
Execution (Day 61-120)
Implement Teams Phone configuration to meet identified business requirements. Identify target users and complete a pilot to validate implementation in production.
Modify as necessary based on Pilot results and transition to scale deployment using approach identified in Planning (User cohorts, site-based, etc) until complete.
Persona Definition
Business Requirements
Existing Environment
Persona Mapping/Gap Analysis
PSTN Connectivity Design
Infrastructure Implementation
Policy Design
Pilot
Devices Design
Admin Roles Definition
Scale Transition
Adoption and Change Management (Training)
Sample Project Plan
The sample project plan
provided below may be
altered to fit your organization’s
unique deployment needs.
Use it to track progress and
drive actions throughout your
Teams Phone project.
Discovery Phase
Discovery Phase Goals and Activities
The outcomes from the Discovery Phase activities identified below are critical to the decision-making
activities of the Planning Phase of your Teams Phone project.
Understand and document the user personas and business use cases across your organization that must
be addressed as part of the Teams Phone solution.
Align Teams Phone capabilities with the identified personas and user cases to identify any gaps.
Obtain and document a holistic view of the existing environment including, but not limited to, the
identification of:
•
Current PSTN service providers and their contract status
•
Site/regional leads for telephony
•
Country/regional regulatory requirements
•
Makes and models of existing telephony hardware
Create a new, or update the sample, Teams Phone project plans based on your findings.
Teams Phone Persona Definition Overview
What are user or workspace Personas?
Allows you to categorize users, workspaces across your organization into scenarios based upon similar
requirements; ensures that the proper communication, technology is available meeting end user
communication needs via Teams.
Understanding what end user and workspace personas exist within your organization further drives
input into:
Teams Telephony
Design
Considerations for
migration.
Device selection.
Future-proofing modern
communication needs.
Tip:
Include shared users like common area phones and meeting rooms when defining personas.
Common Telephony End User Personas
**(IW)= Information Worker
Desk
Phone
PC w /
Headset
Mobile
Desk
Phone
PC w /
Headset
Mobile
Desk
Phone
PC w /
Headset
Mobile
Desk
Phone
PC w /
Headset
Mobile
Common Telephony End User Personas
**(IW)= Information Worker
Desk
Phone
PC w /
Headset
Mobile
Mobile
Shared
Phone
Mobile
Visual
Display
Desk
Phone
PC w /
Headset
Mobile
Common Telephony Workspace Personas
Desk
Phone
Shared
Phone
Teams
Room
Surface
Hub
Conference
Phone
Desk
Phone
Teams
Room
Conference
Phone
Document Existing Telephony Infrastructure
Tip:
Perform site surveys at your locations to make sure all existing telephony infrastructure and usage requirements
are understood
.
Discovery Phase Summary
The Discovery Phase is finished once you have completed these tasks:
Defined Teams
Phone personas
Defined Teams
Phone business
requirements
Documented
existing telephony
environment
Defined Teams
Phone persona
mapping and gap
analysis
Updated Teams
Phone project plan
Tip:
As you move to the Planning phase, apply a Persona + Business Use Case driven approach to your decision making.
Planning Phase
Planning Phase Goals and Activities
During the Planning Phase, leverage the personas and business processes defined during the Discovery Phase to formulate your
action plan. The outcomes from the Planning Phase activities identified below are critical in determining the configuration and
implementation activities of the Deployment Phase of your Teams Phone project.
In this phase you will define the following project details and update your project plan accordingly:
Determine the organizational approach to the management of Teams Phone as a solution.
Determine the adoption and change management strategy.
Make architectural decisions regarding the PSTN connectivity model.
Determine the device procurement and deployment strategy.
Define Teams Phone policies and service configurations.
Evaluate Teams Phone advanced scenarios.
Create your implementation, proof of concept, and production rollout plans, including:
•
Task assignments for key project team members
•
Target dates for key milestones.
Define Administration and Management Roles
Considerations
Role Based Access Control
Teams provides multiple administrator roles with various capabilities
to support Teams Phone.
Daily/Weekly/Monthly tasks.
Infrastructure support.
End user support.
Devices support.
Call Quality and Reliability monitoring.
Usage Reporting.
Decision Points:
•
What teams/team members will be
responsible for specific tasks?
•
How will each team/team member be
trained on Teams Phone solution?
Service Management Categories
Monitor service health
Manage organizational
change
Assess Teams Usage
Assess user sentiment
Manage network quality
Assess and ensure quality
Manage endpoints
Manage Teams
Endpoints
Network
Office 365
Service Management
Customer Responsibility
Microsoft Responsibility
Define Administration and Management Roles
Considerations
Role Based Access Control
Teams provides multiple administrator roles with various capabilities
to support Teams Phone.
Daily/Weekly/Monthly tasks.
Infrastructure support.
End user support.
Devices support.
Call Quality and Reliability monitoring.
Usage Reporting.
Decision Points:
•
What teams/team members will be
responsible for specific tasks?
•
How will each team/team member be
trained on Teams Phone solution?
Service Management Categories
Monitor service health
Manage organizational
change
Assess Teams Usage
Assess user sentiment
Manage network quality
Assess and ensure quality
Manage endpoints
Manage Teams
Endpoints
Network
Office 365
Service Management
Customer Responsibility
Microsoft Responsibility
Define Adoption and Change Management Strategy
Considerations
Communicating change to users to drive awareness and set
expectations is critical to a successful transition.
Various roles may require different training materials, for example,
executive admins will likely use a different set of features from help
desk staff or knowledge workers. Leverage your persona definitions
to assist with defining end user training content.
Offer flexible learning opportunities that cater to your users’ preferred
learning styles including reading materials, self-paced videos, quick
reference guides, and instructor led virtual (or in person) training.
Decision Points:
•
What teams/team members will be
responsible for defining end-user
communications?
•
What teams/team members will be
responsible for defining how users be
offered training?
•
How will the adoption and change
management process be merged
with the overall transition project plan?
Tip:
Microsoft provides many customizable assets to assist with adoption and change management.
Determine PSTN
Connectivity
Model
Teams provides multiple methods for connecting
Teams Phone enabled users to the PSTN. You will
need to evaluate the various PSTN connectivity
models and select the model (or models) that best
fit your organizational needs. The available PSTN
connectivity models are covered in detail by the
next few slides.
Tip:
Consider Calling Plans first to simplify and speed up your Teams
Phone deployment.
Teams Phone Building Blocks
PSTN
connectivity model
Microsoft 365
Microsoft Teams
Calling Plans
Microsoft License
Operator Connect
Carrier contract
Direct Routing
(Hosted)
Carrier contract
Direct Routing
(Self-hosted)
Carrier contract
Call Control
Microsoft License
Teams Phone
The hub for
teamwork
Microsoft License
Microsoft Teams
Microsoft Teams, when combined with Teams Phone for call control and Calling Plans, Operator Connect or Direct Routing for
PSTN connectivity, delivers an enterprise calling experience for Microsoft 365 users in Teams on a global scale.
PSTN Connectivity Models
Customer
value
Why choose
this option
Prioritize for quick deployment
Microsoft Teams Calling Plans
Operator Connect
Microsoft Teams Phone Mobile
Direct Routing
Minimal configuration
As a service
Highly customizable
1
st
Party
3
rd
party
Tip:
Deployment complexity and time-to-value are typically shortest with Calling Plans, followed by Operator Connect, then Direct Routing (hosted)
and finally Direct Routing (Self-hosted)
PSTN Architecture: Calling Plans
Calling Plans: An all-in-the-cloud solution with Microsoft as your PSTN carrier.
Teams
Users
Microsoft
-managed
Teams Phone
Voice Trunk
PSTN
Network
Tip:
Calling Plans do not require any customer provided telephony infrastructure and can be set up in minutes.
Calling Plans
Considerations
•
Eliminate on-premises telephony infrastructure:
•
Telephony infrastructure and routing provided by Microsoft.
•
No direct integration with existing telephony infrastructure.
•
Replace existing PSTN service provider with Microsoft.
•
Map country PSTN service requirements to Calling Plan country
availability.
•
Calling Plan licenses provide a set number of mins, domestic or
international, that accrue to a pool.
•
Emergency call routing included.
•
Telephone Numbers:
•
Net-new: Obtain from Microsoft
•
Number Porting: Bring your existing numbers to Microsoft.
Decision Points:
•
Are you going to use Calling Plans for some
or all your users?
•
Which users will be assigned Calling Plans?
•
Will you obtain new phone numbers or
porting existing numbers?
•
Have you procured required Calling Plan
licenses?
•
How will you assign Calling Plan licenses to
target users?
•
How will you assign Calling Plan phone
numbers to users?
Tip:
Do all personnel need to retain their number? Consider porting critical numbers only.
PSTN Architecture: Operator Connect
Operator Connect: An all-in-the-cloud solution directly integrated with Teams with an Operator of your choice
(based on availability) as your PSTN carrier.
Teams
Users
Microsoft
-managed
Teams Phone
Operator
-managed
SBCaaS
Voice Trunk
PSTN
Network
Tip:
Operator Connect integrates the telephony infrastructure of your choice Operator directly into Teams and does not
require any customer provided infrastructure.
Teams Phone Mobile
Considerations
•
Eliminate on-premises telephony infrastructure:
•
Telephony infrastructure and routing provided by Wireless Operator.
•
No direct integration with existing telephony infrastructure.
•
Optionally replace existing PSTN service provider with a new Wireless Operator,
or maintain existing Operator but add on Teams Phone Mobile capability.
•
Provide single number across Teams and mobile devices.
•
Map Teams Phone Mobile Operator availability to country and user requirements.
•
PSTN service contract is established directly between your organization and
Mobile Operator.
•
Emergency call routing included.
•
Procure Telephone Numbers:
•
Net-new:
Obtain from Operator.
•
Number Porting:
Bring your existing numbers to Operator.
Decisions Points:
•
Which users will be assigned Operator Connect
Mobile numbers for single number reach across
mobile devices and Teams?
•
Will you obtain new phone numbers or port existing
numbers?
•
Have you transacted the required Teams Phone
Mobile contract?
•
How will you assign Teams Phone Mobile phone
numbers to target users?
Tip
: Teams Phone Mobile can eliminate the need for secondary wired line numbers for some users.
PSTN Architecture: Teams Phone Mobile
Teams Phone Mobile: Convenience of having a single, business-provided number for Teams and cell phone.
Tip:
Company provided cell phones can be Teams Phone Enabled to eliminate traditional wired lines.
Teams Phone Mobile
Considerations
•
Eliminate on-premises telephony infrastructure:
•
Telephony infrastructure and routing provided by Operator
•
No direct integration with existing telephony infrastructure
•
Optionally replace existing PSTN service provider with a new Operator or maintain
existing Operator but transition to new service model.
•
Provide single number across Teams and mobile devices via Operator
Connect Mobile.
•
Map country PSTN service requirements to Operator service country availability.
•
PSTN service contract is established directly between your organization and
Operator.
•
Emergency call routing included.
•
Procure Telephone Numbers:
•
Net-new: Obtain from Operator
•
Number Porting:
Bring your existing numbers to Operator
Decisions Points:
•
Are you going to use Operator Connect for some or all
of your users?
•
Which users will be assigned Operator Connect phone
numbers?
•
Which users will be assigned Operator Connect Mobile
numbers for single number reach across mobile devices
and Teams?
•
Will you obtain new phone numbers or port existing
numbers?
•
Have you transacted the required Operator Connect
contract?
•
How will you assign Operator Connect phone numbers
to target users?
•
Is your Operator able to provide analog gateway
connectivity?
Tip:
Do all personae need to retain their number? Consider porting critical numbers only.
PSTN Architecture: Direct Routing (Simple)
Direct Routing: A flexible deployment model which enables you to use your own PSTN carrier by connecting your Session Border Controller(s)
(SBC) to Phone System. Direct Routing can be deployed in a self-hosted or partner-hosted (Direct Routing as a Service [DRaaS] model).
Microsoft
-managed
Teams Phone
Customer/Par
t
ner
managed
Voice Trunk
PSTN
Network
Tip:
With Direct Routing, you integrate your existing telephony provider and any on-premises telephony infrastructure with Teams via your
own SBC. Many partners and PSTN service providers offer Direct Routing as a Service (DRaaS) [hosted model].
PSTN Architecture: Direct Routing (Complex)
Remote user
Regional Datacenters
with DMZ
NOAM
EMEA
APAC
Office Sites with
PSTN service
PSTN Service
Providers
PSTN
PSTN
PSTN
PSTN
PSTN
Tip:
Direct Routing solves challenges in complex telephony environments.
Direct Routing
Considerations
•
Maintain existing PSTN service provider including existing telephone numbers.
•
Telephone Number management is not included in Teams Admin Center using Direct
Routing model.
•
Provide integration with existing telephony infrastructure or 3
rd
party solutions via SBC.
•
Supports flexible and complex deployment options but increases deployment and
management complexity
.
•
Responsible for managing all PSTN service connectivity infrastructure and voice routing
configuration.
•
Support for regulated countries that do not support cloud-based telephony solutions
(Location Based Routing).
•
Support for local media establishment for locations with inadequate internet connectivity to
Microsoft 365 to support real-time communications (Local Media Optimization).
•
SBCs can be hosted on-premises or in the cloud, by your own organization or by a 3
rd
party
(Direct Routing as a Service).
•
PSTN service survivability in the event of an internet service outage (Survivable Branch
Appliance).
Decision Points:
•
Does the technical team have the knowledge to manage SBCs
in the environment?
•
How many SBCs connected to Teams are required?
•
Which locations will SBCs connected to Teams be deployed?
•
Will SBCs be deployed, on-premises as physical or virtual
SBCs, or deployed in the cloud as virtual SBCs?
•
What network and security changes are required to deploy
SBCs with connectivity to Microsoft Teams?
•
What make/model SBCs will be connected to Teams?
•
How many, what type and what locations will have PSTN
service termination?
•
Which locations, if any, require Location Based Routing
(example non-OSP users in India)?
•
Which locations, if any, require Local Media Optimization?
•
Which locations, if any, require integration with existing on-
premises telephony equipment including 3
rd
party PBX, analog
devices, or other services?
•
What Emergency Routing Service Provider will be used for
emergency calling?
Policy Design
Teams provides multiple policies administrators can leverage
to control features and functionality available to Teams Phone
enabled users. In the following section, you will make decisions
regarding what policy requirements you have for your Teams
Phone deployment.
What Are Calling Policies?
In Microsoft Teams, calling policies control which
calling and call forwarding features are available to
users. Calling policies determine whether a user can
make private calls, use call forwarding or simultaneous
ringing to other users or external phone numbers,
route calls to voicemail, send calls to call groups, use
delegation for inbound and outbound calls, and so on.
You can use the global (Org-wide default) policy
that’s created automatically or create and assign
custom policies.
Calling Policies
Calling policies control which calling features and functionality are available to users.
Considerations
Use the Teams Admin Center and Teams PowerShell to review all calling
policy options.
Align all calling policy settings to defined user personas based on
business requirements.
Identify distinct requirements that require a unique policy to be assigned.
Decision Points:
•
Are multiple Calling Policies required?
•
Define all calling policies
•
What users will receive which
Calling Policy?
•
How will policy assignment be handled?
Tip:
Use Global policy for the bulk of your users, create new policy only for exception groups.
What Are Call Park Policies?
Call park and retrieve is a feature that lets a user place a
call on hold. When a call is parked, the service generates a
unique code for call retrieval. The user who parked the call or
someone else can then use that code with a supported app
or device to retrieve the call.
Common Call Park scenarios:
A receptionist parks a call for someone working in a factory. The receptionist
then announces the call and the code number over the public address
system. The user who the call is for can then pick up a Teams phone on the
factory floor and enter the code to retrieve the call.
A user parks a call on a mobile device because the device battery is running
out of power. The user can then enter the code to retrieve the call from a
Teams desk phone.
A support representative parks a customer call and sends an announcement
on a Teams channel for an expert to retrieve the call and help the customer.
An expert enters the code in Teams clients to retrieve the call.
Call Park Policies
Call Park policies control which users can park (place a call on hold) and retrieve a call with a service generated code
Considerations
Do any of your user personas have a requirement for Call Park.
Create a Call Park policy for each distinct set of users that need to park
and retrieve calls among themselves.
Use the Teams Admin Center and Teams PowerShell to review all call park
options and define required Call Park policies.
Decision Points:
•
How many Call Park Policies are required?
•
What users will receive what Call Park Policy?
•
How will policy assignment be handled?
Tip:
Call Park is a feature that targets specific use cases and may not be applicable to your users.
What Are Caller ID Policies?
By default, when a Teams user makes a call to
a PSTN phone, the phone number of the Teams
user is visible. Likewise, when a PSTN caller makes
a call to a Teams user, the PSTN caller’s phone
number is visible.
As an administrator, you can use caller ID policies
to change or block the caller ID (also known as
calling line ID). You can use caller ID policies to
display an alternate phone number for Teams users
in your organization, block the outbound phone
number, block an incoming number from being
displayed, or set the Calling Party Name (CNAM).
For example, when a user makes a call, you can
change the caller ID to display your organization’s
main phone number and company name instead of
the user’s phone number.
Caller ID Policies
Caller ID policies control the phone number and name displayed when a user makes an outbound PSTN call
Considerations
Do any of your user personas have a requirement to mask their calling
line identity (Caller ID) as a different number?
Create a Caller ID policy for each set of users with a distinct calling line
identity requirement.
Use the Teams Admin Center and Teams PowerShell to review all caller ID
options and define required Caller ID policies.
Decision Points:
•
How many Caller ID Policies are required?
•
What users will receive what Caller ID Policy?
•
How will policy assignment be handled?
Tip:
Use Global policy for the bulk of your users, create new policy for exception groups.
What Are Dial Plans?
A dial plan is a named set of normalization
rules that translate dialed phone numbers
by an individual user into an alternate
format (typically E.164) for purposes of
call authorization and voice routing.
A dial plan consists of one or more
normalization rules that define how
phone numbers expressed in various
formats are translated to an alternate
format. The same dial string may be
interpreted and translated differently
in different dial plans, so depending on
which dial plan is assigned to a given user,
the same dialed number may be translated
and routed differently.
Dial Plans
Dial plans are rules that translate end user dialing behavior to an appropriate format for authorization and routing
Considerations
Teams provides a set of default country-based normalization rules.
Complex dial plans increase support challenges and promote legacy
behavior.
Custom dial plans can be assigned to the entire organization or directly
to users.
Review all dial plan configuration options using Teams Admin Center and
Teams PowerShell.
Decision Points:
•
Are any customer dial plans required?
•
If so, can a single custom dial plan be applied
to all users in the organization?
•
If multiple dial plans, define each dial plan
and map it to appropriate users?
•
How will dial plan assignment be handled?
Tip:
Consider moving away from complex dial plans in favor of name-based dialing and e.164 dialing
What are Emergency Calling Policies?
If your organization uses Microsoft Calling Plans, Operator
Connect, or Direct Routing as your PSTN connectivity option,
you can use emergency calling policies in Microsoft Teams to
define what happens when a Teams user in your organization
makes an emergency call.
You can set who to notify and how they are notified when a
user who is assigned the policy calls emergency services. For
example, you can configure policy settings to automatically
notify your organization’s security desk and have them listen
in emergency calls.
Emergency Calling Policy
Emergency Calling policies control emergency calling notification and roaming location identification behavior
Considerations
Does your organization require specific individuals or groups to be
notified in the event of an emergency call? (Security Desk notification).
Does your organization require users working remotely to be able to
dynamically discover their location for purposes of emergency services
dispatch?
Review all emergency calling policy settings available in Teams Admin
Center and Teams PowerShell.
Decision Points:
•
Define one or more emergency calling
policies based on your organizations
requirements.
•
Map emergency calling policies to
specific users.
•
Do emergency calling policies to need to
change dynamically based on identified user
locations?
•
How will policy assignment be handled?
Tip:
Engage your legal team to define requirements for emergency calling for your organization
What are Emergency Call Routing Policies
?
If your organization uses Direct Routing as your
PSTN connectivity option, you can use emergency
call routing policies in Microsoft Teams to define
how a call is routed when a Teams user in your
organization makes an emergency call.
You can set the emergency dial strings and masks
that will determine when an emergency number is
called, and control how that emergency call is routed
to get to the emergency services routing provider.
Emergency Call Routing Policy (Direct Routing only)
Emergency Call Routing policies control emergency call routing to the emergency routing service provider
Considerations
Do you have an established Emergency Routing Services Provider?
Does your emergency services routing provider support dynamic
location via PIDF-LO?
Does your emergency services routing provider support integration
with your SBC make/model?
Review all emergency call routing policy settings using Teams Admin
Center and Teams PowerShell.
Decision Points:
•
Define one or more emergency call routing
policies based on your organizations
requirements.
•
Map emergency call routing policies to
specific users.
•
Do emergency call routing policies to need to
change dynamically based on identified user
locations?
•
How will policy assignment be handled?
Tip:
Engage your legal team to define requirements for emergency calling for your organization
What are Voicemail Policies?
Voicemail policies allow you to configure and assign
existing or new voicemail policies to groups of users
for features such as call answering rules, voicemail
transcription, transcription profanity masking,
transcription translation, and system prompt
language.
Voicemail Policy
Voicemail policies control features and functionality available to users that are voicemail enabled
Considerations
Teams provides voicemail to all users by default.
Teams Voicemail is stored in the users Exchange mailbox.
Review all voicemail policy options in Teams Admin Center and Teams
PowerShell.
Decision Points:
•
Will all users have the same voicemail policy
applied?
•
Do you need to modify any default voicemail
policy options?
•
Which users, if any, will require a custom
voicemail policy?
•
How will policy assignment be handled?
Tip:
Use Global policy for the bulk of your users, create new policy for exception groups.
What are Dial Out Policies?
Dial out policies allow you to configure and
assign existing outbound call controls on a
per-user or tenant basis and provide the controls
to independently restrict outbound calls for both
audio conferencing and PSTN dial out. By default,
both controls are set to allow international and
domestic outbound calls.
Dial Out Policy
Dial Out policies determine what types of outbound PSTN and Audio Conferencing calls a user is allowed to make
Considerations
Outbound calling can be restricted for PSTN and Audio-Conferencing
calls.
Outbound call controls can be applied on a user.
Dial out policies cannot be modified, only select from the pre-existing
options.
Calls are considered domestic (vs international) if the number dialed in
the same county as the user’s Usage Location attribute.
Review all dial out policy options using Teams PowerShell.
Decision Points:
•
Do you need to restrict dial out behavior
for any users?
•
What dial out behaviors are applicable?
•
How will policy assignment be handled?
Tip:
Use Global policy for the bulk of your users, leverage alternative policies if required.
What are Block inbound Call Rules?
Microsoft Calling Plans, Direct Routing, and Operator
Connect all support blocking inbound calls from the Public
Switched Telephone Network (PSTN). This feature allows an
administrator to define a list of number patterns at the
tenant global level so that the caller ID of every incoming
PSTN call to the tenant can be checked against the list for
a match. If a match is made, an incoming call is rejected.
This inbound call blocking feature only works on inbound
calls that originate from the PSTN and only works on a
tenant global level. Individual Teams users can’t manipulate
this list. The Teams client does allow individual users to block
PSTN calls.
Block Inbound Calls
Provides an administrator with the ability to block inbound PSTN calls based on pattern matching
Considerations
Teams provides capabilities to block inbound PSTN calls for the
entire tenant.
Inbound call blocking is based on regex number pattern matching.
Review configuration options using Teams PowerShell.
Decision Points:
•
Do you need to restrict inbound calling
from specific numbers?
•
Define requirements for blocked numbers
Tip:
Inbound call blocking should be reserved for high impact scenarios
What are Custom Music on Hold Policies?
When a Microsoft Teams user places an incoming call on hold, the caller
can listen to selected music.
The music that is played is either the default music provided by Microsoft
or custom music that you upload and configure. As the tenant administrator,
you configure whether Music on Hold is available by creating a Teams
calling policy and assigning the policy to the Teams user.
The default music supplied in Microsoft Teams call scenarios is free of any
royalties payable by your organization.
Custom Music On Hold
Controls the music that is played when a call is placed on hold, if Music on Hold is enabled in the Calling policy.
Considerations
Music on Hold is enabled or disabled based on the Calling Policy
assigned to the user.
Custom Music on Hold is not available in certain calling scenarios.
The default music supplied in Microsoft Teams call scenarios is free of
any royalties payable by your organization.
You are responsible for independently clearing and securing all necessary
rights and permissions to use any music or audio file with your Microsoft
Teams service.
Decision Points:
•
Will you use custom music on hold for any
of your user personas?
•
Do you have existing music on hold
artifacts you want to use with Teams?
•
Define which user personas will receive
specific custom Music on Hold treatments
Tip:
You are responsible for obtaining the rights to use any custom music or audio file.
What are Compliance Recording Policies?
Policy-based recording enables organizations that adopt
Microsoft Teams for calling and meetings to stipulate,
using an administrative policy, when calls and online meetings
should be automatically recorded and captured for subsequent
processing and retention as required by relevant corporate or
regulatory policy.
Teams has been enhanced to support integration of third-party
recording solutions, including the platform functionality, user
experiences, and administrative interfaces needed to provide
an end-to-end solution for configuring, managing, recording,
storing, and analyzing Teams communications.
Compliance Recording Policy
Compliance Recording policies enable the automatic recording of calls to comply with regulatory requirements
Considerations
Teams supports policy-based, admin-controlled call recording.
Teams integrates with multiple compliance recording solutions.
Review requirements for compliance recording integration.
Engage your legal representatives as required to validate requirements
and implementation.
Decision Points:
•
Do you have users subject to compliance
recording?
•
What which users will require compliance
recording policy?
•
Do you have a compliance recording
service that is compatible with Teams?
•
How will policy assignment be handled?
Tip:
Compliance Recording is a feature that targets specific use cases and may not be applicable to your users.
What are Teams IP Phone Policies?
Manage features related to Teams phone experiences.
Teams phone policies determine the features that are
available to users.
Teams IP Phone Policy
Teams IP Phone policies determine what features and user experience native Teams devices provide
Considerations
Teams IP Phone policy dictates a number of features available on
physical devices such as native Teams phones and displays.
Teams phones and displays can be used in scenarios where certain
experiences may be desired, including common area phone, or hoteling
scenarios.
Define your physical device use cases along with your user personas and
map the IP Phone policy features to each, and create appropriate policies
as necessary.
Review all IP phone policy options using Teams PowerShell.
Decision Points:
Do you have a requirement for
modifying default IP Phone settings?
What which users will require modified IP
Phone policy?
How will policy assignment be handled?
Tip:
Use default policies for the bulk of your scenarios, create new policies for exception groups.
Teams Endpoints
Teams supports multiple clients (endpoints) for use by Teams Phone enabled users:
•
Native client
–
Windows
–
Mac
•
Mobile client
–
iOS
–
Android
•
Web client
•
Virtual Desktop Infrastructure client (VDI)
•
Devices (Phones, Displays, other).
In the following section, you will understand the potential impact of each endpoint
on your Teams Phone deployment.
Teams Endpoints
Considerations
Teams Web client does not support location-based features
(e911, LBR, LMO).
VDI client does not support all location-based features (LBR, LMO).
Decision Points:
•
Do any users need to have PSTN calling
disabled via a custom calling policy due to
regulatory requirements?
•
Will any users be impact by lack of support
for certain Teams Phone features available
on VDI?
•
How will adoption and change management
processes address limitations in user
training?
Devices Design
Teams supports a wide variety of physical devices to provide
Teams Phone enabled users with high quality audio experiences.
In the following section, you will make decisions regarding what
types of physical devices you will support for various personas in
your Teams Phone deployment.
Devices – Plug & Play (Headsets & Speakerphones)
Considerations
Use personas to categories device deployment.
Identify working areas to install speaker phones.
Teams certified devices.
Preserve your investments in devices.
Decision Points:
Which personas should be provided plug n
play devices?
Replace non-certified devices with Teams
certified devices?
Provide headsets to users who don’t have a
need for speakerphones
Tip:
Consider using headsets/speakerphones everywhere a physical device isn’t required.
Devices – Native Teams Phones and Displays
Considerations
Which identified user personas REQUIRE a Teams Phone or Display?
Phones based on workplace & rooms.
Preserve investment in SIP devices.
Identify places to install CAP devices.
Devices are certified by Teams.
Decision Points:
Continue use of 3PIP & SIP phones?
Replace not certified devices?
Continue using analog phones or upgrade
to Teams devices?
Securing the phones with MDM/Intune.
Tip:
Standardize and limit phone and display device deployment to use cases requiring physical device.
Devices – SIP Gateway Phones
Teams supports compatible SIP devices via the SIP Gateway service.
Considerations
Reduce waste.
Extend ROI until warranty.
User cases.
Analog support (coming).
DECT support (coming).
Conditional access IP exclusions needed, configure network for service
discovery.
Verify supported device make and model.
No LMO and LBR support.
No VOIP calls to Teams users.
Decision Points:
•
Is SIP gateway enabled for the tenant?
•
Enable analog, DECT devices to make and
receive calls.
•
Plan to use phone system license for users
and CAP licenses for common area devices.
•
Phones connected through SIP gateway
can join conference only through dial-in.
•
Firmware upgrades are to be done
manually or from provisioning servers
provided by vendor.
Tip:
Plan to upgrade to native Teams phones for better user experience and feature parity (Consider buy back schemes from
vendors or device trade in program)
SIP Gateway Architecture
Microsoft Teams
Teams phone system
SIP gateway
PSTN
3 PIP and SIP phones
Customer
Devices – Analog/Fax/Other
Teams does not support direct connection of analog devices including FAX.
Considerations
Use ATA ports connected to SBC to enable analog phones to work
with Teams.
Teams does not support Fax integration.
Analog phones connected to an ATA are not searchable from Teams.
A device that can send DTMF digits to place a call.
Plan for PSTN usages and voice policies, routes for analog devices.
Decision Points:
•
Is there need for analog phones and could
they be replaced with Teams phones?
•
Deploy ATA ports or install module in
certified SBC?
•
Will existing fax devices be replaced with
digital fax servers?
Connecting Analog devices to Teams phone system
Microsoft Teams
Customer
Carrier
PSTN
Analog Devices
Devices – Rooms
Teams rooms can be enabled for PSTN connectivity to make and receive PSTN calls directly.
Considerations
Identify the rooms which needs PSTN capabilities.
Enable MTR with PSTN capabilities.
MTR managed service.
Decision Points:
•
Would a room have people available to
answer incoming calls?
•
Would a room have people making
outbound calls?
Tip:
Only rooms where calls will be answered should be enabled for PSTN calling.
Devices – Procurement
Considerations
Devices can be bought from the Teams Admin Center device store or
from partners.
Device-as-a-service is a payment plan offered by partners.
Use Common Area Phone licenses for phones.
Procurement lead times from order date could impact your timeline.
Plan for resources to install devices in designated locations.
Decision Points:
•
Is there a need to buy Intune, Azure AD
premium license to secure devices?
•
Is there need to buy Common Area Phone
licenses for phones or existing E5,
E3+Teams Phone licenses can be use?
Devices – Management
Considerations
Use Teams Admin Center to remotely auto update device firmware and
Teams app.
Use Microsoft Endpoint Manager and Azure AD Portal to secure devices
and block unauthorized access.
Remote provisioning and managing devices.
User resource accounts that bypass password expiration and MFA for
shared devices.
Decision Points:
•
Is RBAC needed for device admins to
remotely manage device inventory,
upgrades and troubleshoot?
•
Do you need to secure devices from
unauthorized access?
•
Can we use our existing MDM solution to
secure the devices?
Emergency Calling Dynamic Location Discovery
Teams supports the dynamic location discovery of Teams Phone enabled users for emergency calling
Considerations
Teams provides the ability to dynamically determine the location of a user
for purposes of routing emergency calls.
Teams uses organizational network information mapped to dispatchable
locations including civic addresses to determine how an emergency call
should be routed.
Users working remotely can have their location dynamically determined
using OS location services.
Data integrity and accuracy is critical to dynamic location discovery for
emergency calling.
Different countries have different requirements for handling emergency
calls.
Calling Plans, Operator Connect and Direct Routing PSTN connectivity
models have distinct emergency calling requirements.
Decision Points:
•
Do you need to provide dynamic location
information for emergency calling?
•
Do you need to make network changes to
support the requirements for dynamic
location detection with Microsoft Teams?
•
Do you have defined dispatchable location
requirements?
Tip:
Engage your legal team to define requirements for emergency calling for your organization
Location Based Routing (LBR)
Teams supports restricting PSTN inbound and outbound calling based on known user location
Considerations
Location based routing (LBR) should be configured for users in countries
like India to avoid PSTN toll bypass which is violation of government
regulations.
PSTN gateways to be dedicated for LBR in sites where users are enabled
for Teams Phone.
Media should be retained within the network site for PSTN calling
(Media Bypass) by configuring Local Media Optimization (LMO)
On-network conferencing must not be deployed with any telephony
equipment in India.
Set GatewayLbrEnabledUserOverride to enable remote user make
outbound calls from LBR enabled gateway.
Plan to work with a certified telephony provider to validate your
implementation meets regulatory requirements.
Decision Points:
•
Is there a need for dedicated gateways for
LBR to prevent toll bypass?
•
Is there a requirement to preserve Call Detail
Records (CDRs)?
•
Prepare test cases to evaluate LBR
configurations adhering to regulations
•
Is there a need for Teams users to conference
call with PSTN users
(audio conferencing)?
Important:
Always consult your legal counsel and telecom service provider for regulatory guidance.
Local Media Optimization (LMO)
Teams supports media establishment between Teams Phone enabled users and SBC based on known user location
Considerations
Consider organizational need for LMO or media bypass.
Consider WAN/internet connectivity for down level sites.
Consider where SIP trunks are terminated. Is there opportunity to
optimize SIP trunks?
Decision Points:
•
Do you need centralized SBC deployment?
•
Do regional SBCs have internet access?
•
Do you need to keep regional media traffic local?
Tip: When considering LMO, all central and down-level SBCs should be from the same vendor.
Survival Branch Appliance (SBA)
Teams supports maintaining PSTN service during an internet or service outage for SBA enabled users
Considerations
Consider deploying SBAs to a site for the user personas where
telephony survivability is critical in case the client can’t connect
to the Microsoft cloud.
Understand limitations of SBAs.
Decision Points:
•
SIP trunk should have redundancy in case of
internet connectivity loss.
Tip: SBA capability is provided by certified SBC vendor.
What Are Auto Attendants?
Auto Attendants provide an automated
interactive system for incoming calls
Optional:
Custom greeting
Sales Auto Attendant
Call routing options
(During or after business hours, holidays)
Disconnect
Redirect Call
Play menu options
Voicemail
External PSTN number
Another Auto attendant/Call Queue
Person in your organization
Press 1 for...
Press 2 for...
Press 3 for...
Voicemail
External PSTN number
Another Auto attendant/Call Queue
Person in your organization
Operator
Announcement service
Directory search (scoped)
Tip:
Consider deploying Auto Attendants anywhere you need automated menu or directory search options
Auto Attendants
Considerations
Consider when to use an Auto Attendant and when to use a Call Queue.
Consider Nesting Requirements.
Consider Naming Conventions for discoverability and management and
maintenance.
Consider Directory Search Options.
Consider Holiday Options.
Consider Business Hours Options.
Decision Points:
•
Do you have requirements for one or
more IVRs?
•
Do you want to enable Directory Search?
•
Do you need an operator for your Auto
Attendant?
•
Who will monitor voicemail if the call is
routed there?
Tip:
Consider creating personas for you AA/CQ needs much like you do for users.
What Are Call Queues?
Call Queues provide automated call distribution for incoming calls
Optional:
Custom greeting and
music on hold
Sales Call Queue
Call routing methods
Attendant Routing
Serial Routing
Round Robin
Longest Idle
Overflow/Timeout
Disconnect
Redirect
Agent Selection
Opt-in/out
Presence
Voicemail
External PSTN number
Another AA/CQ
Person in your organization
Agent A
Agent B
Agent C
Up to 20 agents individually
and up to 200 agents via groups.
Tip:
Consider deploying Call Queues anywhere you need multiple users to handle the same call flows.
Call Queues
Considerations
Consider when to use an Auto Attendant and when to use a Call Queue.
Consider Nesting Requirements.
Consider Naming Conventions for discoverability and management and
maintenance.
Voice enable channels.
Decision Points:
•
Do you have requirements for Call Queues?
Tip: When a CQ operates only during business hours, consider using an AA front of a CQ.
Contact Center Integration
Considerations
What are the functionalities user personas need which are not provided by
Auto Attendants and Call Queues?
Decision Points:
•
Do you have requirements for Contact
Center?
•
What is the current contact center solution
used by organization?
•
Does this solution have a Microsoft Teams
component?
Planning Phase Summary
The Planning Phase is finished once you have completed these tasks:
Determined Teams
Phone administration and
management roles.
Established a Teams Phone adoption and
change management strategy.
Confirmed your PSTN
connectivity model.
Developed your Teams Phone
endpoints and devices strategy.
Reviewed and selected applicable
Teams Phone advanced scenarios.
Updated your Teams Phone project plan
to reflect the tasks and activities that need
to be completed based on your
planning decisions.
Tip:
As you move to the Execution phase, confirm and communicate updated expectations and timelines based
on the outcomes from Planning phase.
Finalize Transition Plan
With planning complete, update the project plan to finalize implementation tasks, activities and timelines.
Sample questions to help with activities and task planning:
Who will implement all defined policies and configurations?
When will all defined policies and configurations be complete?
What hardware needs to be procured?
What is the timeline for procured hardware delivery and installation?
Have licenses been procured?
Is additional software needed to be procured?
Will any number porting be required, if so for which carriers and how will required
information be collected?
Are new PSTN service contracts required?
Are new circuits/sip trunks required to be provisioned?
Who will implement all defined policies and configurations?
When will all defined policies and configurations be complete?
What hardware needs to be procured?
What is the timeline for procured hardware delivery and installation?
Have licenses been procured?
Is additional software needed to be procured?
Is number porting involved?
Are new PSTN service contracts required?
Are new circuits/sip trunks required to be provisioned?
What model will the scale transition follow?
(persona based, site based, PSTN service based, other?)
When can scale transition begin?
What is the timeline to complete the scale transition?
What users will be in scope of scale transition?
Who will sign-off on success or failure of scale transition
What reporting requirements exist for tracking status to
complete?
User communications?
Deployment Phase
Deployment Phase Goals and Activities
During the Deployment Phase you will act based on the decisions made during the Planning Phase
to successfully implement Teams Phone across your organization. In this Phase, the project team will
complete the following tasks:
Implement defined
Teams Phone PSTN
connectivity model.
Implement defined Teams
Phone policies and service
configuration.
Implement defined Teams
Phone advanced scenarios.
Conduct a pilot to
validate implementation
and configuration in
production site.
Conduct scale
deployment using a
defined methodology
for rollout (site-based,
user-based, PSTN service
provider based, other).
Decommission your legacy
telephony environment.
Deployment – Pilot Activity Details
Identify target audience
for Teams Phone pilot.
Use defined adoption
and change mgmt.
process to communicate
and prepare target
audience.
Enable target audience
for Teams Phone.
Complete test matrix
of supported Teams
Phone scenarios.
Monitor pilot
deployment for issues
and drive remediation.
Perform Go/No Go
decision on executing
scale deployment.
Deployment – Scale Deployment Activity Details
Define rollout model
(site-based, user-based,
PSTN service provider
based, other).
Define target days and
times to enable target
users for Teams Phone.
Use defined adoption
and change mgmt.
process to communicate
and prepare target
audience.
Enable target
audience for Teams
Phone – Repeat as
necessary following
rollout model.
Monitor deployment
for issues and drive
remediation.
Repeat process until
all target audience
users are enabled for
Teams Phone.
Closing slide
The Teams Phone Deployment Playbook is designed to help organizations transition to Teams Phone from an incumbent telephony solution more efficiently. By following a structured methodology of discovery, planning, and deployment, organizations can reduce time-to-value, increase user satisfaction, and lower complexity and cost. The playbook provides guidance on organizing the project, defining roles, and maximizing the transition process.
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Presentation Transcript
Microsoft Teams Phone Deployment Playbook
Teams Phone deployment guidance The Teams Phone deployment playbook is designed as an aide to your organization to reduce overall time-to-value when transitioning to Teams Phone from an incumbent telephony solution. Traditionally, transitions between telephony solutions have been long and slow projects, often increasing time-to-value for the new solution, and simultaneously adding complexity and cost overhead due to the length of time multiple solutions need to be supported, maintained and managed. By following a well understood methodology broken into 3 categories, discovery, planning and deployment, organizations can accelerate their transition to Teams Phone with confidence in their end state solution, reducing time-to-value and increasing user satisfaction while simultaneously reducing complexity and cost. Note: This playbook assumes the scenario of adding Teams Phone to an existing Teams environment. Tip: Engage your Microsoft Account team for additional resources and support!
How to get the most out of this playbook As you navigate the sections of this playbook across discovery, planning and execution, treat each slide and topic as a live working session designed to drive decisions, define tasks and take actions. Prepare by gaining commitment from all responsible participants in the Teams Phone transition project to participate as required to drive successful outcomes. Consider the TIPs included on relevant slides as methods to simplify and accelerate your Teams Phone transition. Note: Most slides in this playbook will contain links to additional supporting content, such as online documentation or sample assets that can be leveraged by your project team to successfully complete a given topic area. Anywhere you see a phone, click to follow the hyperlink to more information! Tip: When in doubt, click the phone icon!
Table of Contents
Organize your Teams Phone Transition Project
Teams Phone Transition Project Before beginning, take a few steps to organize your project for overall success. Build your Teams Phone transition project team. Collaborate with your project team to establish objectives, priorities and timelines for the project. Leverage the sample Teams Phone transition timeline to create your own timeline that reflects your organization s intent and capabilities. Leverage the sample Teams Phone project plan to build your own plan that reflects your organization s intent and capabilities.
Teams Phone Transition Project Team Below is a high-level list of the suggested roles for a successful Team Phone transition project. Align the appropriate roles from your organization to the role descriptions below. Role Responsibility Person Align the project team on the overall direction and support for Teams Phone, set expectations and accountability. Unblock project if progress is stalled due to factors that are removable. Executive/Project Sponsor {TBD} Drive the Teams Phone project end to end ensuring all actions, tasks and milestones are completed in a timely manner. Lead report outs to Executive or Project Sponsor on regular intervals. Project Manager {TBD} Procurement Lead Drive procurement of hardware and software as needed based on Teams Phone design. {TBD} Microsoft 365 Admin Partner with Teams Lead and Telephony Lead to assign appropriate RBAC roles, licenses and other core M365 tasks. {TBD} Teams Lead Partner with Telephony Lead to define and implement configuration requirements for Teams Phone. {TBD} Information collection and sharing related to existing telephony infrastructure. Partner with Teams Lead to define and implement configuration requirements for Teams Phone. Telephony Service Lead {TBD} Network Lead Configuration of security policies to allow Teams devices and SBCs to connect to Teams. {TBD} Security Lead Configuration of security policies to allow Teams devices and SBCs to connect to Teams. {TBD} InTune Lead Configuration of InTune enrollment and compliance policies to support Teams devices. {TBD} Legal Representative Provide legal guidance related to the deployment of PSTN services in regulated countries and emergency calling requirements. {TBD} Tip: Include your Microsoft Account team or partner roles and responsibilities as applicable
Teams Phone Transition Timeline This sample timeline demonstrates how even complex environments can be transitioned to Teams Phone in a succinct and expeditious manner. Discovery (Day 1-30) 1 Evaluate current PSTN environment including persona definitions and business requirements. Map Teams Phone features and functionality to user personas and business requirements. 2 Planning (Day 31-60) Plan for Teams Phone PSTN connectivity, policy and service configuration. Define your approach to administration and management and end users training and adoption. Execution (Day 61-120) 3 Implement Teams Phone configuration to meet identified business requirements. Identify target users and complete a pilot to validate implementation in production. Modify as necessary based on Pilot results and transition to scale deployment using approach identified in Planning (User cohorts, site-based, etc) until complete. Infrastructure Implementation Persona Definition PSTN Connectivity Design Business Requirements Policy Design Pilot Existing Environment Devices Design Persona Mapping/Gap Analysis Admin Roles Definition Scale Transition Adoption and Change Management (Training) 0 30 60 90 120
Sample Project Plan The sample project plan provided below may be altered to fit your organization s unique deployment needs. Use it to track progress and drive actions throughout your Teams Phone project.
Discovery Phase Goals and Activities The outcomes from the Discovery Phase activities identified below are critical to the decision-making activities of the Planning Phase of your Teams Phone project. Understand and document the user personas and business use cases across your organization that must be addressed as part of the Teams Phone solution. Align Teams Phone capabilities with the identified personas and user cases to identify any gaps. Obtain and document a holistic view of the existing environment including, but not limited to, the identification of: Current PSTN service providers and their contract status Site/regional leads for telephony Country/regional regulatory requirements Makes and models of existing telephony hardware Create a new, or update the sample, Teams Phone project plans based on your findings.
Teams Phone Persona Definition Overview What are user or workspace Personas? Allows you to categorize users, workspaces across your organization into scenarios based upon similar requirements; ensures that the proper communication, technology is available meeting end user communication needs via Teams. Understanding what end user and workspace personas exist within your organization further drives input into: Teams Telephony Design Considerations for migration. Device selection. Future-proofing modern communication needs. Tip: Include shared users like common area phones and meeting rooms when defining personas.
Common Telephony End User Personas **(IW)= Information Worker Executive Exec Admin Receptionist Backoffice (IW)** End User Persona Challenges: Interruptions; Staying connected across all devices; Versatile. Needs: Simple tool for all communication needs; Private line for personal calls; Call context flexibility across 365 applications; Seamless transfer across devices. Works with: Exec admin, upper management and direct reports. Location: Office, Mobile, Hybrid and Remote. Challenges: Versatile, not always at desk; Ability to manage multiple calls at once; supporting multiple executives; Call volume. Needs: Ability to handle multiple communication across all modalities; Simplify call mgmt. on behalf of executive, including voicemail; Seamless transfer across devices. Works with: 1+ Executive. Location: Office, Mobile, Hybrid and Remote. Challenges: Versatile; Not always at desk; Ability to manage multiple calls at once; Call volume; Visitor experience and oversight. Needs: Ability to handle multiple communication across all modalities; Simplify ability to manage multiple calls at once; Call volume. Works with: Customers, visitors and internal employees. Location: Office, Mobile, Hybrid and Remote. Challenges: Interruptions; Staying connected across all devices; Versatile. Needs: Call context flexibility within defined workflows (CRM, ERP, orders, help desks, scheduling, logistics, etc); Call context flexibility across 365 applications; Seamless transfer across devices. Works with: Internal employees. Location: Office, Mobile, Hybrid and Remote. Teams Phone Features Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Delegation/Shared Line. Quiet Hours (Mobile). Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Delegation/Shared Line. Quiet Hours (Mobile). Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward) User managed settings: Call Forwarding/ Simul-ring/Voicemail Call Park Rich Call History Music on Hold (MoH) Speed Dial. Teams Device Desk Phone Desk Phone Desk Phone Desk Phone PC w / Headset Mobile PC w / Headset Mobile PC w / Headset Mobile PC w / Headset Mobile
Common Telephony End User Personas **(IW)= Information Worker Customer Facing (IW)** Mobile Worker Frontline (Deskless) Worker Customer Care Agent End User Persona Challenges: Interruptions; Staying connected across all devices; Versatile. Needs: Call context flexibility within automated systems or customer requests via email and/or web portals; Simple communication with Frontline Workers; Call context flexibility across 365 applications; Seamless transfer across devices. Works with: Customers and Internal employees. Location: Office, Mobile, Hybrid and Remote. Challenges: Staying connected across all devices; Hard to reach; Staying connected with corporate and other employees; Versatile. Needs: Direct interaction with customers via mobile device; Single phone number reach via mobile for customer contact interaction; Call context flexibility across 365 applications; Seamless transfer across devices. Works with: Customers; Internal employees. Location: Mobile and Remote. Challenges: Dispersed; Hard to reach; Staying connected with corporate; Limited communication tools; No assigned workspace; Versatile. Needs: Staying connected; Mobile-first; Call context flexibility supporting customer in-person communications (retail, manufacturing floors); Support hands-free, heads-up and push-to-talk; May be a mix of permanent and temporary employees. Works with: Customers and Internal employees. Location: Office and Mobile. Challenges: Call Queue visibility; Staying connected across all devices; Call volume; Effective handling of calls (e.g. routing, etc.) Needs: Call context flexibility within Call Queues via advanced contact center software; Primarily managing incoming calls with little to no outbound; Seamless transfer across devices. Works with: Customers and Internal employees. Location: Office, Hybrid and Remote. Teams Phone Features Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Speed Dial. Teams Device Desk Phone Shared Phone Desk Phone PC w / Headset Mobile Mobile Mobile Visual Display PC w / Headset Mobile
Common Telephony Workspace Personas Hot Desk Common Area Conference Room Huddle Room Workspace Persona Size: 1 person. Activity: Designated workspace; focus area; placing and receiving calls. Frequency: Mix of frequent and in-frequent. Audience: Hybrid, Office, Remote IW and Mobile worker. Size: 1 person. Activity: Placing calls from break room, factory floor, lobby, reception and shared areas. Frequency: Mix of frequent and in-frequent. Audience: All. Size: 5+ persons. Activity: Collaboration and meetings via facilitated discussions; Placing calls. Frequency: Mix of frequent and in-frequent. Meeting Type: Collaborative; Adhoc or scheduled; Immersive; one-way, live webcasting. Audience: Executive, Hybrid and Office IW. Size: 2-5 persons. Activity: Collaboration and meetings via facilitated discussions; Placing calls. Frequency: Mix of frequent and in-frequent. Meeting Type: Collaborative; Adhoc or scheduled. Audience: Hybrid and Office IW. Teams Phone Features Basic Calling (hold/retrieve/blind & consultative transfer/forward). User managed settings: Call Forwarding/ Simul-ring/Voicemail. Call Park. Rich Call History. Music on Hold (MoH). Corporate Directory. Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). Restricted Dial plan. Call Park. Rich Call History. Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). Room managed settings: Voicemail. Restricted Dial plan. Call Park. Rich Call History. Corporate Directory. Speed Dial. Basic Calling (hold/retrieve/blind & consultative transfer/forward). Room managed settings: Voicemail. Restricted Dial plan. Call Park. Rich Call History. Speed Dial. Corporate Directory. Speed Dial. Teams Device Teams Room Desk Phone Desk Phone Shared Phone Surface Hub Conference Phone Teams Room Conference Phone
Document Existing Telephony Infrastructure Component Description Capture all existing PSTN service provider information including existing contract terms, connectivity type (SIP/PRI), PSTN termination locations, DID ranges. PSTN Service Providers Capture the make and model of any existing PBX, Gateway and SBC currently deployed. Existing PBXs, Gateways and SBCs Existing phones Capture the make and model of any existing desk phones currently deployed. Capture any known unique requirements, such as regulated country, Interactive Voice Response (IVR), Auto Attendant, Hunt Group, Contact Center, Analog or other integrations. Unique requirements Network environment Capture existing network infrastructure related to existing telephony environment. Tip: Perform site surveys at your locations to make sure all existing telephony infrastructure and usage requirements are understood.
Discovery Phase Summary The Discovery Phase is finished once you have completed these tasks: Defined Teams Phone personas Defined Teams Phone business requirements Documented existing telephony environment Defined Teams Phone persona mapping and gap analysis Updated Teams Phone project plan Tip: As you move to the Planning phase, apply a Persona + Business Use Case driven approach to your decision making.
Planning Phase Goals and Activities During the Planning Phase, leverage the personas and business processes defined during the Discovery Phase to formulate your action plan. The outcomes from the Planning Phase activities identified below are critical in determining the configuration and implementation activities of the Deployment Phase of your Teams Phone project. In this phase you will define the following project details and update your project plan accordingly: Determine the organizational approach to the management of Teams Phone as a solution. Determine the adoption and change management strategy. Make architectural decisions regarding the PSTN connectivity model. Determine the device procurement and deployment strategy. Define Teams Phone policies and service configurations. Evaluate Teams Phone advanced scenarios. Create your implementation, proof of concept, and production rollout plans, including: Task assignments for key project team members Target dates for key milestones.
Define Administration and Management Roles Considerations Decision Points: What teams/team members will be responsible for specific tasks? How will each team/team member be trained on Teams Phone solution? Role Based Access Control Teams provides multiple administrator roles with various capabilities to support Teams Phone. Daily/Weekly/Monthly tasks. Infrastructure support. Service Management Categories End user support. Monitor service health Manage network quality Devices support. Manage organizational change Assess and ensure quality Call Quality and Reliability monitoring. Assess Teams Usage Manage endpoints Usage Reporting. Assess user sentiment Manage Teams Endpoints Network Office 365 Service Management Customer Responsibility Microsoft Responsibility
Define Administration and Management Roles Considerations Decision Points: What teams/team members will be responsible for specific tasks? How will each team/team member be trained on Teams Phone solution? Role Based Access Control Teams provides multiple administrator roles with various capabilities to support Teams Phone. Daily/Weekly/Monthly tasks. Infrastructure support. Service Management Categories End user support. Monitor service health Manage network quality Devices support. Manage organizational change Assess and ensure quality Call Quality and Reliability monitoring. Assess Teams Usage Manage endpoints Usage Reporting. Assess user sentiment Manage Teams Endpoints Network Office 365 Service Management Customer Responsibility Microsoft Responsibility
Define Adoption and Change Management Strategy Considerations Decision Points: What teams/team members will be responsible for defining end-user communications? Communicating change to users to drive awareness and set expectations is critical to a successful transition. Various roles may require different training materials, for example, executive admins will likely use a different set of features from help desk staff or knowledge workers. Leverage your persona definitions to assist with defining end user training content. What teams/team members will be responsible for defining how users be offered training? How will the adoption and change management process be merged with the overall transition project plan? Offer flexible learning opportunities that cater to your users preferred learning styles including reading materials, self-paced videos, quick reference guides, and instructor led virtual (or in person) training. Tip: Microsoft provides many customizable assets to assist with adoption and change management.
Teams provides multiple methods for connecting Teams Phone enabled users to the PSTN. You will need to evaluate the various PSTN connectivity models and select the model (or models) that best fit your organizational needs. The available PSTN connectivity models are covered in detail by the next few slides. Determine PSTN Connectivity Model Tip: Consider Calling Plans first to simplify and speed up your Teams Phone deployment.
Teams Phone Building Blocks Microsoft 365 Microsoft Teams Calling Plans Operator Connect Direct Routing (Hosted) Direct Routing (Self-hosted) PSTN connectivity model Microsoft License Carrier contract Carrier contract Carrier contract Call Control Teams Phone Microsoft License The hub for teamwork Microsoft Teams Microsoft License Microsoft Teams, when combined with Teams Phone for call control and Calling Plans, Operator Connect or Direct Routing for PSTN connectivity, delivers an enterprise calling experience for Microsoft 365 users in Teams on a global scale.
PSTN Connectivity Models Prioritize for quick deployment Microsoft Teams Calling Plans Operator Connect Microsoft Teams Phone Mobile Direct Routing A fast and Simple way to setup calling without additional technical configurations. It does not require a session border controller (SBC) or voice trunk . A quick and easy way to integrate with calling while maintaining existing service provider agreements and leveraging the customization and flexibility of direct routing. Highly customizable approach that allows customers to maintain existing service provider agreements and use on premises/hybrid hardware. Available globally through partners. All the benefits of Operator Connect but assign a single business-provided cell phone number as your Teams Phone number. Customer value Getting started quickly is a priority. Simplicity that comes with all-in-one solution is important. There is not any existing on premises PSTN infrastructure (SBC or voice trunks). Easy to set up a rapid proof of concept Available in 33 markets. Needs a pure cloud (no hardware footprint), fully managed solution. Existing PSTN infrastructure (voice trunks) will continue to be used. Existing service provider agreements are in place. Integrated end-to-end number management experience in Teams admin center. Multi-national company with locations outside Microsoft Calling Plan markets. Can support third party Interop with PBXs for migration using downstream SBC s. Available markets can be found here. Convenience of having a single, business-provided number for Teams and cell phone. Enable workforce Which can lead to increased efficiency, productivity and retention. Eliminate costs associated with fixed lines devices and hardware. Easy to deploy, configure, and manage Apply security, compliance, and policy settings across mobile devices. Available in Canada through Rogers Business and Sweden through Telia. Existing PSTN infrastructure (SBC or voice trunks) will continue to be used Required for PBX co-existence Migration from legacy telephony Systems. Integration for analog devices (elevator phones overhead paging etc.) Multi-national company with locations outside Microsoft Calling Plan countries. Existing service provider agreements are in place. Regulatory requirements around telephony in their region (examples include India, China, Australia). Local PSTN survivability needs. Why choose this option Minimal configuration As a service Highly customizable 1st Party 3rd party Tip: Deployment complexity and time-to-value are typically shortest with Calling Plans, followed by Operator Connect, then Direct Routing (hosted) and finally Direct Routing (Self-hosted)
PSTN Architecture: Calling Plans Calling Plans: An all-in-the-cloud solution with Microsoft as your PSTN carrier. Microsoft-managed Teams Users Voice Trunk PSTN Network Teams Phone Tip: Calling Plans do not require any customer provided telephony infrastructure and can be set up in minutes.
Calling Plans Considerations Decision Points: Are you going to use Calling Plans for some or all your users? Which users will be assigned Calling Plans? Will you obtain new phone numbers or porting existing numbers? Have you procured required Calling Plan licenses? How will you assign Calling Plan licenses to target users? How will you assign Calling Plan phone numbers to users? Eliminate on-premises telephony infrastructure: Telephony infrastructure and routing provided by Microsoft. No direct integration with existing telephony infrastructure. Replace existing PSTN service provider with Microsoft. Map country PSTN service requirements to Calling Plan country availability. Calling Plan licenses provide a set number of mins, domestic or international, that accrue to a pool. Emergency call routing included. Telephone Numbers: Net-new: Obtain from Microsoft Number Porting: Bring your existing numbers to Microsoft. Tip: Do all personnel need to retain their number? Consider porting critical numbers only.
PSTN Architecture: Operator Connect Operator Connect: An all-in-the-cloud solution directly integrated with Teams with an Operator of your choice (based on availability) as your PSTN carrier. Microsoft-managed Operator-managed Teams Users Voice Trunk Teams Phone SBCaaS PSTN Network Tip: Operator Connect integrates the telephony infrastructure of your choice Operator directly into Teams and does not require any customer provided infrastructure.
Teams Phone Mobile Considerations Decisions Points: Which users will be assigned Operator Connect Mobile numbers for single number reach across mobile devices and Teams? Will you obtain new phone numbers or port existing numbers? Have you transacted the required Teams Phone Mobile contract? How will you assign Teams Phone Mobile phone numbers to target users? Eliminate on-premises telephony infrastructure: Telephony infrastructure and routing provided by Wireless Operator. No direct integration with existing telephony infrastructure. Optionally replace existing PSTN service provider with a new Wireless Operator, or maintain existing Operator but add on Teams Phone Mobile capability. Provide single number across Teams and mobile devices. Map Teams Phone Mobile Operator availability to country and user requirements. PSTN service contract is established directly between your organization and Mobile Operator. Emergency call routing included. Procure Telephone Numbers: Net-new: Obtain from Operator. Number Porting: Bring your existing numbers to Operator. Tip: Teams Phone Mobile can eliminate the need for secondary wired line numbers for some users.
PSTN Architecture: Teams Phone Mobile Teams Phone Mobile: Convenience of having a single, business-provided number for Teams and cell phone. Mobile Control Point (MCP) Microsoft Teams Phone Mobile Operator Mobile Inter-working SBC (Teams Certified) Tip: Company provided cell phones can be Teams Phone Enabled to eliminate traditional wired lines.
Teams Phone Mobile Considerations Decisions Points: Are you going to use Operator Connect for some or all of your users? Which users will be assigned Operator Connect phone numbers? Which users will be assigned Operator Connect Mobile numbers for single number reach across mobile devices and Teams? Will you obtain new phone numbers or port existing numbers? Have you transacted the required Operator Connect contract? How will you assign Operator Connect phone numbers to target users? Is your Operator able to provide analog gateway connectivity? Eliminate on-premises telephony infrastructure: Telephony infrastructure and routing provided by Operator No direct integration with existing telephony infrastructure Optionally replace existing PSTN service provider with a new Operator or maintain existing Operator but transition to new service model. Provide single number across Teams and mobile devices via Operator Connect Mobile. Map country PSTN service requirements to Operator service country availability. PSTN service contract is established directly between your organization and Operator. Emergency call routing included. Procure Telephone Numbers: Net-new: Obtain from Operator Number Porting:Bring your existing numbers to Operator Tip: Do all personae need to retain their number? Consider porting critical numbers only.
PSTN Architecture: Direct Routing (Simple) Direct Routing: A flexible deployment model which enables you to use your own PSTN carrier by connecting your Session Border Controller(s) (SBC) to Phone System. Direct Routing can be deployed in a self-hosted or partner-hosted (Direct Routing as a Service [DRaaS] model). Customer/Partner managed Microsoft-managed Voice Trunk SBC PSTN Network Teams Phone Voice Apps Legacy PBX Tip: With Direct Routing, you integrate your existing telephony provider and any on-premises telephony infrastructure with Teams via your own SBC. Many partners and PSTN service providers offer Direct Routing as a Service (DRaaS) [hosted model].
PSTN Architecture: Direct Routing (Complex) Remote user Microsoft Teams NOAM EMEA APAC Proxy SBCs Regional Datacenters with DMZ Downstream SBCs or Gateways Office Sites with PSTN service PSTN Service Providers PSTN PSTN PSTN PSTN PSTN Tip: Direct Routing solves challenges in complex telephony environments.
Direct Routing Considerations Decision Points: Does the technical team have the knowledge to manage SBCs in the environment? How many SBCs connected to Teams are required? Which locations will SBCs connected to Teams be deployed? Will SBCs be deployed, on-premises as physical or virtual SBCs, or deployed in the cloud as virtual SBCs? What network and security changes are required to deploy SBCs with connectivity to Microsoft Teams? What make/model SBCs will be connected to Teams? How many, what type and what locations will have PSTN service termination? Which locations, if any, require Location Based Routing (example non-OSP users in India)? Which locations, if any, require Local Media Optimization? Which locations, if any, require integration with existing on- premises telephony equipment including 3rd party PBX, analog devices, or other services? What Emergency Routing Service Provider will be used for emergency calling? Maintain existing PSTN service provider including existing telephone numbers. Telephone Number management is not included in Teams Admin Center using Direct Routing model. Provide integration with existing telephony infrastructure or 3rd party solutions via SBC. Supports flexible and complex deployment options but increases deployment and management complexity. Responsible for managing all PSTN service connectivity infrastructure and voice routing configuration. Support for regulated countries that do not support cloud-based telephony solutions (Location Based Routing). Support for local media establishment for locations with inadequate internet connectivity to Microsoft 365 to support real-time communications (Local Media Optimization). SBCs can be hosted on-premises or in the cloud, by your own organization or by a 3rd party (Direct Routing as a Service). PSTN service survivability in the event of an internet service outage (Survivable Branch Appliance).
Policy Design Teams provides multiple policies administrators can leverage to control features and functionality available to Teams Phone enabled users. In the following section, you will make decisions regarding what policy requirements you have for your Teams Phone deployment.
What Are Calling Policies? In Microsoft Teams, calling policies control which calling and call forwarding features are available to users. Calling policies determine whether a user can make private calls, use call forwarding or simultaneous ringing to other users or external phone numbers, route calls to voicemail, send calls to call groups, use delegation for inbound and outbound calls, and so on. You can use the global (Org-wide default) policy that s created automatically or create and assign custom policies.
Calling Policies Calling policies control which calling features and functionality are available to users. Considerations Decision Points: Are multiple Calling Policies required? Define all calling policies What users will receive which Calling Policy? How will policy assignment be handled? Use the Teams Admin Center and Teams PowerShell to review all calling policy options. Align all calling policy settings to defined user personas based on business requirements. Identify distinct requirements that require a unique policy to be assigned. Tip: Use Global policy for the bulk of your users, create new policy only for exception groups.
What Are Call Park Policies? Call park and retrieve is a feature that lets a user place a call on hold. When a call is parked, the service generates a unique code for call retrieval. The user who parked the call or someone else can then use that code with a supported app or device to retrieve the call. Common Call Park scenarios: A receptionist parks a call for someone working in a factory. The receptionist then announces the call and the code number over the public address system. The user who the call is for can then pick up a Teams phone on the factory floor and enter the code to retrieve the call. A user parks a call on a mobile device because the device battery is running out of power. The user can then enter the code to retrieve the call from a Teams desk phone. A support representative parks a customer call and sends an announcement on a Teams channel for an expert to retrieve the call and help the customer. An expert enters the code in Teams clients to retrieve the call.
Call Park Policies Call Park policies control which users can park (place a call on hold) and retrieve a call with a service generated code Considerations Decision Points: How many Call Park Policies are required? What users will receive what Call Park Policy? How will policy assignment be handled? Do any of your user personas have a requirement for Call Park. Create a Call Park policy for each distinct set of users that need to park and retrieve calls among themselves. Use the Teams Admin Center and Teams PowerShell to review all call park options and define required Call Park policies. Tip: Call Park is a feature that targets specific use cases and may not be applicable to your users.
What Are Caller ID Policies? By default, when a Teams user makes a call to a PSTN phone, the phone number of the Teams user is visible. Likewise, when a PSTN caller makes a call to a Teams user, the PSTN caller s phone number is visible. As an administrator, you can use caller ID policies to change or block the caller ID (also known as calling line ID). You can use caller ID policies to display an alternate phone number for Teams users in your organization, block the outbound phone number, block an incoming number from being displayed, or set the Calling Party Name (CNAM). For example, when a user makes a call, you can change the caller ID to display your organization s main phone number and company name instead of the user s phone number.
Caller ID Policies Caller ID policies control the phone number and name displayed when a user makes an outbound PSTN call Considerations Decision Points: How many Caller ID Policies are required? What users will receive what Caller ID Policy? How will policy assignment be handled? Do any of your user personas have a requirement to mask their calling line identity (Caller ID) as a different number? Create a Caller ID policy for each set of users with a distinct calling line identity requirement. Use the Teams Admin Center and Teams PowerShell to review all caller ID options and define required Caller ID policies. Tip: Use Global policy for the bulk of your users, create new policy for exception groups.
What Are Dial Plans? A dial plan is a named set of normalization rules that translate dialed phone numbers by an individual user into an alternate format (typically E.164) for purposes of call authorization and voice routing. A dial plan consists of one or more normalization rules that define how phone numbers expressed in various formats are translated to an alternate format. The same dial string may be interpreted and translated differently in different dial plans, so depending on which dial plan is assigned to a given user, the same dialed number may be translated and routed differently.
Dial Plans Dial plans are rules that translate end user dialing behavior to an appropriate format for authorization and routing Considerations Decision Points: Are any customer dial plans required? If so, can a single custom dial plan be applied to all users in the organization? If multiple dial plans, define each dial plan and map it to appropriate users? How will dial plan assignment be handled? Teams provides a set of default country-based normalization rules. Complex dial plans increase support challenges and promote legacy behavior. Custom dial plans can be assigned to the entire organization or directly to users. Review all dial plan configuration options using Teams Admin Center and Teams PowerShell. Tip: Consider moving away from complex dial plans in favor of name-based dialing and e.164 dialing
What are Emergency Calling Policies? If your organization uses Microsoft Calling Plans, Operator Connect, or Direct Routing as your PSTN connectivity option, you can use emergency calling policies in Microsoft Teams to define what happens when a Teams user in your organization makes an emergency call. You can set who to notify and how they are notified when a user who is assigned the policy calls emergency services. For example, you can configure policy settings to automatically notify your organization s security desk and have them listen in emergency calls.
Emergency Calling Policy Emergency Calling policies control emergency calling notification and roaming location identification behavior Considerations Decision Points: Define one or more emergency calling policies based on your organizations requirements. Map emergency calling policies to specific users. Do emergency calling policies to need to change dynamically based on identified user locations? How will policy assignment be handled? Does your organization require specific individuals or groups to be notified in the event of an emergency call? (Security Desk notification). Does your organization require users working remotely to be able to dynamically discover their location for purposes of emergency services dispatch? Review all emergency calling policy settings available in Teams Admin Center and Teams PowerShell. Tip: Engage your legal team to define requirements for emergency calling for your organization
What are Emergency Call Routing Policies? If your organization uses Direct Routing as your PSTN connectivity option, you can use emergency call routing policies in Microsoft Teams to define how a call is routed when a Teams user in your organization makes an emergency call. You can set the emergency dial strings and masks that will determine when an emergency number is called, and control how that emergency call is routed to get to the emergency services routing provider.
Emergency Call Routing Policy (Direct Routing only) Emergency Call Routing policies control emergency call routing to the emergency routing service provider Considerations Decision Points: Define one or more emergency call routing policies based on your organizations requirements. Map emergency call routing policies to specific users. Do emergency call routing policies to need to change dynamically based on identified user locations? How will policy assignment be handled? Do you have an established Emergency Routing Services Provider? Does your emergency services routing provider support dynamic location via PIDF-LO? Does your emergency services routing provider support integration with your SBC make/model? Review all emergency call routing policy settings using Teams Admin Center and Teams PowerShell. Tip: Engage your legal team to define requirements for emergency calling for your organization
What are Voicemail Policies? Voicemail policies allow you to configure and assign existing or new voicemail policies to groups of users for features such as call answering rules, voicemail transcription, transcription profanity masking, transcription translation, and system prompt language.
Voicemail Policy Voicemail policies control features and functionality available to users that are voicemail enabled Considerations Decision Points: Will all users have the same voicemail policy applied? Do you need to modify any default voicemail policy options? Which users, if any, will require a custom voicemail policy? How will policy assignment be handled? Teams provides voicemail to all users by default. Teams Voicemail is stored in the users Exchange mailbox. Review all voicemail policy options in Teams Admin Center and Teams PowerShell. Tip: Use Global policy for the bulk of your users, create new policy for exception groups.
What are Dial Out Policies? Dial out policies allow you to configure and assign existing outbound call controls on a per-user or tenant basis and provide the controls to independently restrict outbound calls for both audio conferencing and PSTN dial out. By default, both controls are set to allow international and domestic outbound calls.
