Can Microsoft Teams replace our phone system?
Short answer
For most organizations already on Microsoft 365, yes. Teams Phone gives every user a real phone number that rings on their computer, mobile app, and desk phone if they want one, with auto attendants and call queues. It needs a Teams Phone license plus a way to connect to the phone network, such as a Microsoft Calling Plan.
If your people already live in Teams for chat and meetings, adding phone calls to the same app is usually simpler and less expensive than paying for a separate phone system.
What you need
- A Teams Phone license (included in some enterprise plans, an add-on for others)
- A way to connect to the public phone network: a Microsoft Calling Plan, or a carrier connection through Operator Connect or Direct Routing
- Headsets, and desk phones for people who want them
When Teams isn't the right fit
Busy reception desks, overhead paging, fax, or specialized call-center needs can point to a different system. That's fine; the goal is the right phone system, not a particular brand.
Keeping your numbers
Your existing numbers can almost always be moved (ported) to Teams, so customers never notice the change.