Exploring Integration Options for Phone Systems with Microsoft Teams

In the modern workplace, communication and collaboration have evolved significantly, with tools like Microsoft Teams becoming central to efficient business operations. One key aspect of this evolution is integrating phone systems with Microsoft Teams, allowing seamless communication between team members and external parties. In this blog post, we'll delve into three popular integration methods: Microsoft Calling Plans, Operator Connect for Teams, and Routing or Call to Teams. We'll discuss the pros and cons of each approach, considering factors such as cost, uptime, failover options, backup solutions, customer support, and project management during implementation.

Microsoft Calling Plans

Pros

• Simplicity: Microsoft Calling Plans offer the promise of an all-in-one solution, eliminating the need for third-party vendors.
• Integration: As a Microsoft service, integration is seamless, and setup is streamlined.
• Single Vendor: Using Microsoft as a single vendor can simplify support and management.

Cons

• Cost: Microsoft Calling Plans add cost and products for business are typically managed by a third-party who may or may not be experienced with managing phone systems and which can add additional cost.
• Limited International Coverage: International calling coverage might be limited, leading to additional charges.
• Redundancy: Relies heavily on Microsoft's infrastructure, potentially causing disruptions during outages.

Operator Connect for Teams

Pros

• Redundancy: Suppliers who can provide failover solutions like active-to-active backups will provide higher uptime and availability.
• Project Management: Operator Connect solutions include professional services for phone system design and implementation.
• Cost: Operator Connect solutions can be at or below the cost of a Microsoft Calling Plan.

Cons

• Complexity: Microsoft and the Operator Connect partner have pre-built connections so the customer or MSP can select the Operator Connect partner in the Teams admin center but it still requires a project manager to build the dial plan and call flow in the admin portal. 
• Vendor Management: Dealing with multiple vendors can lead to coordination challenges and support complexities.
• Cost Variability: Pricing varies based on the chosen telephony provider and plan.

Routing or Call to Teams

Pros

• Control: Organizations retain full control over their phone system while leveraging Teams for collaboration.
• Uptime: Less reliant on a single provider, reducing the impact of service outages.
• Support and Maintenance: Carriers can provide professional services for phone system design and implementation as well as ongoing support for users and administration.

Cons

• Integration Challenges: The integration between the routing apps and the Teams app can fail following various events like software upgrades.
• Limited Features: While collaboration within Teams is seamless, advanced call features might not be as integrated.
• Cost-Efficiency: Costs may be higher depending on the requirements for the implementation and the supplier.

Key Considerations for All Options

• Cost: Overall cost depends on the use case and routing solutions are not necessarily more expensive when compared to Microsoft Calling Plans and Operator Connect.
• Uptime and Failover: Operator Connect and routing solutions offer better redundancy and failover options compared to Calling Plans.
• Backup Solutions: Implementing backup call routing through a separate system can mitigate disruptions if Teams experience downtime.
• Customer Support: It is important to choose a partner who can provide support for your phone system including design, implementation, uptime, and availability.
• Project Management: The complexity of implementation varies among options, requiring a structured project management approach.

In conclusion, integrating phone systems with Microsoft Teams offers enhanced collaboration and communication capabilities. The choice of integration method depends on an organization's specific needs, budget constraints, and technical expertise. Microsoft Calling Plans offer simplicity but may lack the support you need to design and manage your implementation. Operator Connect provides customization but can be more complex to set up and manage. Routing solutions do not always integrate as well with Teams in terms of features but have their own apps for backup when Teams is down.

Whichever approach you choose, ensure thorough evaluation of the pros and cons, seeking expert guidance if needed. With the right integration method, your organization can leverage the power of Microsoft Teams while maintaining efficient communication channels.