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Microsoft Teams as your business phone system.

If your business is already using Microsoft 365, there is a good chance you do not need a separate phone system at all. Microsoft Teams can replace your desk phones, your mobile forwarding setup, and your old PBX — with one phone number that works on a desktop, a laptop, a mobile app, or a desk handset, all managed from the same place as your email and Teams chat.

Microsoft Teams Call

If your business is already using Microsoft 365, there is a good chance you do not need a separate phone system at all. Microsoft Teams can replace your desk phones, your mobile forwarding setup, and your old PBX, with one phone number that works on a desktop, a laptop, a mobile app, or a desk handset, all managed from the same place as your email and Teams chat.

We set it up, configure it properly, and support it as part of your managed IT service.

What we set up for you

Phone numbers and calling plans

We configure your business phone numbers within Microsoft Teams, set up the correct licensing for your business (Microsoft Calling Plans or a direct routing connection, depending on what suits your needs and existing contracts), and make sure your team can make and receive calls from Teams, Outlook, or their mobile device.

Call routing and auto-attendant

For businesses that need calls to land in the right place, we configure auto-attendants (automated menus that direct callers to the correct team or person) and call queues, so incoming calls are routed sensibly rather than ringing a single desk phone that may not be answered.

Device setup

Whether your team works from Teams-certified desk phones, headsets, or simply their laptop and mobile, we configure the devices and make sure call quality, audio, and video are working properly from day one.

Voicemail and call handling

We set up cloud voicemail, call answering rules, and call forwarding so that missed calls are handled the way your business needs them to be, whether that means a voicemail, a transfer to another colleague, or routing to a queue.

Security and compliance

For businesses with compliance or audit requirements, Microsoft Teams calling supports compliance recording on eligible Microsoft 365 plans. We configure this correctly and make sure call security is consistent with the rest of your Microsoft 365 environment, including multi-factor authentication and access controls.

Ongoing management and support

As your team grows or changes, numbers need adding, call routing needs adjusting, and the occasional call quality issue needs investigating. This is handled as part of your managed support contract, the same way we handle the rest of your Microsoft 365 environment.

Why move to Teams calling

For most SMEs already using Microsoft 365, Teams calling removes the need for a separate phone provider, separate phone hardware contracts, and a second system to manage. One platform, one login, one point of support, and your team can answer business calls from wherever they are working — in the office, at home, or on the move.

Is this right for your business?

Teams calling is worth considering if you are already using Microsoft 365 and want to consolidate your phone system into the same platform, your team works flexibly and needs to take business calls away from a desk phone, your current phone contract or hardware is coming up for renewal, or you want centralised management of calls alongside your existing Microsoft 365 administration.

Part of your managed support contract

For Network Fish managed support clients, Microsoft Teams calling setup and ongoing management is available as part of your service. Licensing and any required calling plans are billed according to your Microsoft 365 subscription, and we handle the configuration, support, and management.

Call recording, monitoring, and supervisor coaching

For businesses with customer-facing teams, sales teams, or anyone who needs to monitor and coach staff on live calls, Microsoft Teams includes a dedicated set of supervisor features through the Queues app.

Monitor. A supervisor can silently join a live call and listen to both the agent and the caller, without either party knowing. Useful for quality checking and training review without disrupting the call.

Whisper. The supervisor can speak privately to the agent during a live call, coaching them in real time without the caller hearing. The caller’s experience is uninterrupted.

Barge. The supervisor joins the call fully as a third participant, able to speak to both the agent and the caller directly. Useful when a situation needs immediate escalation or intervention.

Takeover. The supervisor removes the agent from the call entirely and takes over the conversation one-to-one with the caller. Used when the agent needs to be replaced rather than supported.

These four states work as a deliberate progression: a supervisor moves from Monitor through to Whisper, Barge, and Takeover in sequence, rather than jumping directly to the more interventionist options.

What this requires. This functionality sits within the Teams Queues app and requires a Teams Premium licence on top of a standard Teams Phone licence for each user who needs it. It is not included in a baseline Teams Calling setup. If your business has a customer service or sales team where call coaching and monitoring matter, we can discuss whether Teams Premium is the right addition for your setup.

Call recording is also available within Teams for most call types, with options ranging from on-demand recording (a participant starts recording manually) through to policy-based automatic recording for businesses with specific compliance requirements. Recording coverage varies by call type and configuration, and for businesses in regulated sectors needing full PSTN compliance recording, we can discuss the right approach for your situation.

GDPR notice. If you are recording calls or monitoring staff on live calls, you are legally required to ensure that callers are informed. This applies whether you are using Teams or any other telephony platform. We can advise on how to configure an announcement to callers as part of your Teams Calling setup, but the compliance obligation itself rests with your business. We recommend taking specific legal advice if you are in any doubt about your obligations under UK GDPR.

One monthly fee. One number to call.

The day-to-day management of your phone system becomes our job, not yours.

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Frequently asked questions

Can Microsoft Teams replace our office phone system?

Yes, for most small and medium businesses. Microsoft Teams includes a full calling system that allows users to make and receive calls from a desktop, laptop, mobile app, or a Teams-certified desk phone, all using the same phone number. With the right licensing in place, it can fully replace a traditional desk phone system or PBX, with the added benefit of being managed from the same platform as your email and Teams chat.

What do we need to set up Teams calling?

You need a Microsoft 365 plan that supports Teams, plus the appropriate calling licence — either a Microsoft Calling Plan or a direct routing connection through a third-party provider, depending on your requirements and any existing telecoms contracts. We assess the right approach for your business as part of the setup process and handle the licensing and configuration.

Can our team make and receive business calls from their mobile phones?

Yes. With the appropriate Microsoft 365 calling plan, your team can make and receive calls using their business number from the Teams app on their mobile phone, from Outlook, or from a desktop. This means staff can take business calls wherever they are working without needing a separate mobile contract or carrying a second device.

What is an auto-attendant and do we need one?

An auto-attendant is an automated phone menu that greets callers and routes them to the right person, department, or team — similar to “press 1 for sales, press 2 for support.” It is useful for any business that receives calls from people who do not already know who they need to speak to. We configure auto-attendants and call queues as part of Teams calling setup for businesses that need this level of call routing.

Can we keep our existing phone number when moving to Teams calling?

In most cases, yes. Existing phone numbers can usually be ported into Microsoft Teams calling, so your business does not need to change its published number when moving to the new system. We handle the number porting process as part of the migration.

Is Teams calling secure?

Yes. Teams calling benefits from the same security controls as the rest of your Microsoft 365 environment, including multi-factor authentication and access controls. For businesses with compliance requirements, call recording is available on eligible Microsoft 365 plans (Business Premium, and A3, A5, E3, or E5), which we can configure as part of the setup.

Do we need new hardware to use Teams calling?

Not necessarily. Many staff can use Teams calling entirely through their existing laptop and a headset, or through the Teams mobile app. For businesses that want dedicated desk phones, Microsoft Teams-certified handsets are available and we can advise on and configure suitable devices as part of the setup.

Is Teams calling included in a Network Fish managed support contract?

Setup, configuration, and ongoing management of Microsoft Teams calling is available as part of a Network Fish managed support contract. Licensing costs for the Microsoft 365 calling plans themselves are billed according to your subscription. Speak to us about including Teams calling support as part of your contract.