Microsoft Teams calling can be a useful communication tool internally as well as externally. It’s useful to start with a good understanding of Teams calling and its capabilities, and from there decide what is likely to be the best solution for your organization – whether it’s Microsoft Teams or a native solution like Landis Contact Center for Microsoft Teams.
What Is Teams Calling?
Microsoft Teams allows people within an organization to call each other directly using Microsoft Teams. These internal calls are handled completely over the internet and don’t require a traditional phone line.
However, to make and receive external calls, Teams can connect to the public phone network. This is done through Microsoft Teams Phone using several options like Calling Plans, Operator Connect, or Direct Routing. We’ll look at these external calling options more closely.
How to Make and Receive Calls in Microsoft Teams
Understanding PSTN
The Public Switched Telephone Network (PSTN) is the traditional circuit-switched network that facilitates voice communications globally. It connects landlines and mobile phones, allowing users to make calls to any phone number.
Integrating Teams with the PSTN allows users to dial phone numbers directly from the Teams interface.
PSTN Connectivity Options
Teams offers five different methods to connect to the PSTN:
- Calling Plans: Microsoft acts as your PSTN carrier, offering a straightforward setup where Microsoft provides phone numbers and calling services.
- Direct Routing: Allows organizations to connect their own Session Border Controller (SBC) to Teams, enabling the use of existing telephony infrastructure and carriers.
- Operator Connect: Enables integration with third-party telephony operators approved by Microsoft, combining the simplicity of Calling Plans with the flexibility of Direct Routing.
- Direct Routing as a Service (DRaaS): A middle-ground option where third-party service providers manage the Session Border Controller (SBC) and PSTN connectivity, while you manage the Microsoft Teams tenant configuration. This option provides some flexibility of Direct Routing without having to manage the SBC infrastructure yourself.
- Teams Mobile Calling: Integrates your mobile phone number directly with Teams, enabling native calling features on your mobile device. Users keep a single number for both mobile and Teams calls, and benefit from advanced features like seamless device handoff, unified call history, presence, and voicemail. Currently available only through Verizon in the United States.
| Feature | Calling Plans | Direct Routing | Operator Connect |
|---|---|---|---|
| Provider | Microsoft as PSTN carrier | Third-party carrier with organization’s SBC | Third-party carrier managed through Teams Admin Center |
| Setup Complexity | Simplified setup managed by Microsoft | Requires configuration and management of SBC | Simplified setup with carrier managing infrastructure |
| Flexibility | Limited to Microsoft’s offerings and coverage | High flexibility with choice of carriers and configurations | Moderate flexibility with choice among approved carriers |
| Cost | Predictable pricing through Microsoft | Potential cost savings by leveraging existing contracts and infrastructure | Varies depending on chosen operator and services |
| Support | Microsoft support | Carrier or in-house support | Operator-managed support with shared service level agreements |
Teams Phone License Requirements
To enable calling features in Teams, appropriate licensing is necessary:
- Microsoft 365 E5: Includes Teams Phone capabilities by default.
- Microsoft 365 E1/E3, Office 365 E1/E3, Microsoft 365 Business Basic/Standard/Premium: Require an additional Teams Phone license to access calling features.
Enhanced 911 (e911) Calling
Teams also supports Enhanced 911 (e911) services, providing emergency responders with precise location information during emergency calls. Organizations can configure emergency calling in two ways:
- Dynamic Configuration: Uses network information to automatically determine a user’s location, providing the most accurate information to emergency services.
- Static Configuration: Pre-sets a user’s location in the system, which is used if dynamic location cannot be determined.
Teams can also send emergency call notifications to designated contacts within your organization when someone places an emergency call, complying with legal requirements.
Receiving Calls in Microsoft Teams
Once configured, Teams users can receive calls directly within the application. Incoming calls can be answered on various devices, including desktops, laptops, and mobile devices.
What Is Needed for Teams Calling?
To enable external calling in Microsoft Teams, users need a Teams Phone license. This is included with Microsoft 365 E5, but must be added separately for E1, E3, and Business plans. Each user also needs a phone number and a supported device, like a headset or Teams-certified desk phone. For more advanced setups, Teams offers add-ons like auto attendants and call queues to route calls efficiently.
However, Teams alone isn’t designed to be a full contact center. For features like real-time monitoring, reporting, and advanced routing, organizations often integrate a certified contact center solution like Landis.
Are Teams Calls Free?
Internal Teams-to-Teams calls are free and use the internet, not traditional phone lines. External calls to landlines or mobile numbers require PSTN access and a paid plan via Microsoft Calling Plans, Direct Routing, or Operator Connect. These options connect Teams to the public phone network and allow users to place and receive standard phone calls.
Advanced Teams Phone Features
Microsoft Teams Phone includes several advanced calling features:
Copilot in Teams Phone
When enabled, Copilot can assist during calls by generating notes, summarizing conversations, listing tasks, and suggesting follow-up questions. This works for both PSTN and VoIP calls but requires a Copilot license.
Shared Line Appearance
This feature allows up to 25 delegates to make and receive calls on behalf of their assigned managers. Managers can see active calls and join them as they happen, making it ideal for executive-assistant scenarios.
Hotline Phones
Also known as Private Line Auto Ringdown (PLAR), this feature allows you to set up a phone to automatically dial a specific number when the handset is lifted – perfect for help desks, emergency stations, or lobby phones.
Shared Calling
This feature allows assigning a single phone number to multiple users, ideal for departmental lines. Every user needs a Teams Phone license, and the number is assigned to a resource account (typically an Auto-Attendant or Call Queue).
Tools to Improve Teams Calling
Microsoft Teams provides a solid foundation for calling, but when organizations need more control, flexibility, and visibility—especially for frontline staff, receptionists, or support teams—it quickly becomes clear that Teams alone isn’t built to function as a full contact center. That’s where the Landis suite comes in.
With solutions like the Landis Contact Center and Attendant Console, you can elevate Microsoft Teams into a complete voice platform that meets enterprise-grade communication needs.
Landis Contact Center for Microsoft Teams
The Landis Contact Center is a Microsoft Teams Certified solution that integrates natively into Teams. It enhances Teams with advanced call handling features—without requiring additional hardware or separate systems.
Notable Features
- Advanced Routing: Route calls based on skills, business hours, holidays, or user presence with Teams-based logic.
- Live Call Monitoring: Supervisors can listen, whisper, or barge into calls to support agents in real time.
- Queue Management: Agents manage their queue availability through the Landis Contact Center Teams app, and supervisors monitor queue health and status via live dashboards.
- IVR Support: Set up smart call flows using no-code tools or JSON-based configurations with data dips, prompts, and callbacks.
- Analytics & Reporting: Access detailed insights on abandoned calls, average wait time, service level compliance, and agent performance.
- Secure Call Recording: Record queue calls with secure Azure storage.
With rapid setup and global reach, Landis is used in over 60 countries and supports compliance standards like ISO 27001. Whether you’re replacing legacy platforms like Cisco UCCX or scaling up, Landis makes Teams a full-featured, secure solution.
Landis Attendant Console for Microsoft Teams
For receptionists and front-line communicators, the Landis Attendant Console streamlines the call handling experience. It’s a modern Teams-native client optimized for speed and visibility—ideal for handling large volumes of incoming calls.
Notable Features
- Contact Search and Presence: Instantly search and filter contacts, view availability, and transfer calls with a single click.
- Call Summaries and Callback Reminders: Use AI prompts to auto-generate call summaries or action lists.
- Customizable Layouts: Tailor the console to fit your workflow with multiple layout options.
- Chat Consult Transfers: Transfer calls using adaptive cards that let recipients accept or reject transfers directly from Teams chat.
- Accessibility Built-In: Full support for screen readers and keyboard navigation ensures everyone can handle calls efficiently.
Attendant Console also integrates with Landis Contact Center queues, allowing users to manage status and sign-ins without leaving the app. This creates a seamless, unified experience for support teams, front desks, and IT help desks.
Why Choose Landis for Teams Calling?
Using Teams alone limits your ability to manage call flow, monitor performance, and provide a professional caller experience—especially during high-volume periods. Landis bridges those gaps with simple, powerful tools that stay inside the Microsoft ecosystem.
- Native Teams experience for agents, managers, and receptionists
- Fast deployment—live within days instead of weeks
- Support for compliance and global scalability
For higher education institutions, public agencies, or enterprises upgrading from legacy phone systems, Landis turns Microsoft Teams into the reliable, efficient calling platform you’ve been looking for.
