Microsoft Teams has rapidly become the go-to collaboration tool for modern workplaces. However, beyond chat and video conferencing, there is one critical feature that many businesses are still exploring: voice calling.
Enabling full business voice capabilities in Microsoft Teams can transform your communications, allowing users to make and receive external calls from the same platform they use for all other purposes. The question is: what’s the best way to enable voice in Teams for your organization?
There are several options to make Teams your phone system — from direct trunking to third-party plug-in apps. Each option comes with its pros, cons, and considerations, based on your current environment, budget, and business goals.
At GCG, we help clients evaluate these options every day. This blog breaks down the most common ways to connect voice services with Microsoft Teams, so you can choose the best path forward — and avoid costly missteps.
Why Use Microsoft Teams for Voice?
First, let’s clarify what we mean by voice in Teams. Microsoft offers a feature called Teams Phone, which turns Teams into a complete cloud-based PBX (Private Branch Exchange) system. That means:
- Users can make and receive PSTN (Public Switched Telephone Network) calls
- Teams becomes the “desk phone” across desktop, mobile, and browser
- Organizations can replace legacy PBX systems and consolidate tools
But enabling this functionality requires a voice service plan — and that’s where different deployment models come in.
1. Direct Routing (Trunking Voice into Teams)
Direct Routing is a popular method where businesses connect a SIP trunk from a third-party voice provider directly into Microsoft Teams. You essentially keep your existing telecom provider (or choose a new one), and route calls through Microsoft’s cloud using a certified SBC (Session Border Controller).
Pros:
- Flexibility with carriers and pricing — often more cost-effective than Microsoft’s calling plans
- Control over call routing, redundancy, and features
- Easier to integrate with analog devices, fax machines, call centers, etc.
- Works well for companies with complex telephony environments or global footprints
Cons:
- Requires technical setup and expertise, including managing the SBC
- Ongoing support/monitoring needed for the connection
- More complex than other plug-and-play options
Microsoft Calling Plans
Another option is to purchase Calling Plans directly from Microsoft, which allow you to assign phone numbers and calling capabilities within Teams — no third-party provider required.
Pros:
- All-in-one solution: voice, collaboration, and support through Microsoft
- Simple setup, especially for small or midsize businesses
- Predictable monthly pricing per user
Cons:
- Typically more expensive than Direct Routing or third-party providers
- Limited availability in certain regions or countries
- Less flexibility with advanced features, routing rules, or hybrid environments
3. Voice-Enabled App Plug-ins and Third-Party Integrations
For businesses that want to enhance or extend voice features in Teams without replacing their phone system entirely, there are many app-based voice integrations. These tools can plug directly into Teams and include:
- UCaaS apps (like RingCentral, 8×8, or Zoom Phone) integrated with Teams
- Click-to-call apps, softphones, or contact center plug-ins
- CRM/voice workflow integrations that embed calling into Teams
Pros:
- Minimal disruption to existing phone systems
- Great for contact centers, sales teams, or remote support
- Can offer advanced call handling, analytics, and integrations with business apps
Cons:
- May create siloed user experiences (Teams + another app)
- Not always fully integrated into Teams’ native dialer
- Features and quality vary widely by provider
So, Which Voice Option for Teams Is Best?
The right approach depends on a variety of factors:
| Factor | Best Fit Option |
| You want total control + carrier flexibility | Direct Routing |
| You need simplicity + native Teams experience | Microsoft Calling Plans |
| You have a separate UCaaS system or call center | Plug-ins / App Integrations |
| You have legacy PBX or analog lines | Direct Routing with hybrid support |
| You want global coverage | Direct Routing or UCaaS with Teams integration |
Ready to Bring Voice into Teams the Right Way?
Voice isn’t just a feature — it’s the heartbeat of how your business connects. And with Microsoft Teams, you have powerful options to modernize and simplify communications.
Whether you’re starting from scratch or looking to optimize what you already have, GCG is here to help.
Let’s talk strategy, savings, and smarter collaboration.