Layla UsmanYour Team Already Uses Microsoft Teams. So Why Are You Still Paying for a Separate Phone System?
The Most Overlooked Feature in Your Microsoft 365 Subscription
If your business is paying for Microsoft 365 — and the vast majority of Australian businesses are — there is a strong chance you are leaving a significant capability completely unused. Not because it is hard to access, but because most businesses simply do not know it exists.
That capability is Microsoft Teams as a full business phone system. Not just video calls and chat. Not just internal collaboration. But a complete replacement for your separate business phone system — making and receiving real calls from real phone numbers, to and from anywhere in Australia and the world, all from within the Teams interface your staff already use every day.
The technology that makes this possible is called Direct Routing — and BroadConnect is one of Australia’s leading providers of Microsoft Teams Direct Routing and the Teams Flex calling service. In this blog, we explain exactly what it is, how it works, and why thousands of Australian businesses are consolidating onto Teams as their one unified communications platform.
| 💡 Adoption Stat: Microsoft reports that Teams has over 300 million monthly active users globally. In Australia, Teams is now the dominant workplace collaboration platform across businesses of all sizes — yet fewer than 15% are using it as their phone system. That gap represents a massive untapped opportunity. |
The Problem: Your Team Lives in Teams, But Calls Happen Somewhere Else
Here is the communication workflow at most Australian businesses today. When a client calls, it rings the desk phone or softphone — a separate system from Teams. Staff answer, then switch back to Teams to message a colleague, then back to the phone system to transfer the call. If they are working from home, the picture gets even more fragmented.
The result is a communication environment built on unnecessary complexity:
| The Fragmented Reality | The Impact on Your Business |
|---|---|
| Separate phone system + Teams running side by side | Two platforms to manage, two invoices, two support relationships |
| Staff switching between apps to handle calls and messages | Context switching reduces productivity and increases errors |
| Phone calls can’t be transferred into a Teams meeting | Poor client experience — calls get dropped or put on awkward hold |
| Remote staff on a different call experience to office staff | Inconsistent customer experience depending on who answers |
| Call recordings in one system, chat logs in another | Compliance and audit nightmare — no unified communication history |
| New staff need both a Teams licence AND a phone extension | Doubled setup time and cost for every new hire |
| Phone system maintenance costs separate from M365 spend | Hidden cost centre that rarely gets scrutinised |
The solution is not to replace Teams — it is to complete it. By adding full PSTN calling capability to Teams via BroadConnect’s Direct Routing service, your business gets one platform for everything: calls, meetings, chat, voicemail and collaboration.
2. What Is Microsoft Teams Direct Routing — and How Does BroadConnect Deliver It?
Microsoft Teams is, at its core, a collaboration platform. To make and receive real phone calls — calls to and from standard phone numbers — it needs to be connected to the public telephone network. This connection is called the PSTN (Public Switched Telephone Network), and the method of connecting Teams to the PSTN via a third-party carrier is called Direct Routing.
How It Works — Plain English
- Your business gets Microsoft Teams licences with Phone System enabled (via Microsoft 365)
- BroadConnect connects your Teams environment to the Australian PSTN via our certified Direct Routing infrastructure
- Your existing business phone numbers are ported to BroadConnect — customers keep calling the same numbers
- Staff can now make and receive calls from any Australian or international number directly within Teams
- All calls, voicemails, transfers and recordings happen inside Teams — no separate phone app needed
BroadConnect also offers Teams Flex — a simplified, flat-rate calling plan designed for Australian SMBs that want predictable monthly costs without per-minute call charges. Explore Teams Flex at broadconnect.com.au.
| 🔧 Technical Note: BroadConnect operates certified Session Border Controllers (SBCs) in Australian data centres — the infrastructure that securely bridges your Teams environment to the telephone network. This is not a workaround or a third-party app. It is a direct, certified, carrier-grade connection. |
3. What Your Business Communication Looks Like Before and After
| BEFORE: Teams + Separate Phone System | AFTER: BroadConnect Teams Direct Routing |
|---|---|
| Client calls office number — rings desk phone | Client calls office number — rings directly in Teams on any device |
| Staff answers desk phone, then opens Teams to message colleague | Staff handles everything in one place — Teams only |
| Transfer a call? Put client on hold, use a separate interface | Transfer a call? One click inside Teams — seamless for the client |
| Working from home? Use personal mobile or separate softphone | Working from home? Full phone capabilities via Teams on laptop/mobile |
| New hire needs desk phone + Teams setup — takes days | New hire needs Teams licence only — phone ready in minutes |
| Call history is in the phone system; chats are in Teams | Everything in one place — calls, voicemails, chats, meetings |
| Two separate monthly bills: phone vendor + Microsoft | One consolidated bill via BroadConnect |
| IT manages two systems with two support contracts | One provider, one support number: 1300 880 330 |
| Overseas colleague has no access to office phone system | International team members fully integrated via Teams calling |
The transformation is not just about convenience. It is about eliminating structural inefficiency — the kind that costs money, frustrates staff and quietly degrades the experience your clients receive every time they call.
4. What You Get: Full Business Phone Features, Inside Teams
One of the most common misconceptions about Teams calling is that it offers a stripped-down phone experience compared to a dedicated business phone system. The reality — especially when delivered through BroadConnect’s Direct Routing — is the opposite. You get every feature a modern business phone system offers, plus the collaboration capabilities of Teams that no standalone phone system can match.
| Feature | Description | Available via BroadConnect Teams? |
|---|---|---|
| Inbound & outbound PSTN calls | Call any Australian or international number from within Teams | ✅ Yes |
| Number porting | Keep all existing business numbers — no change for your clients | ✅ Yes |
| Auto-attendant / IVR | “Press 1 for Sales” menus configured directly in Teams Admin Centre | ✅ Yes |
| Call queues | Calls distributed across a team — nobody misses an inbound enquiry | ✅ Yes |
| Call recording | Automatic or on-demand recording stored in Microsoft’s secure cloud | ✅ Yes |
| Voicemail to transcription | Voicemails transcribed and delivered to Teams chat automatically | ✅ Yes |
| Call transfer & hold | Warm and blind transfers between team members inside Teams | ✅ Yes |
| Caller ID management | Control what number is displayed when staff call out | ✅ Yes |
| Emergency calling (000) | Certified emergency calling compliance for Australian locations | ✅ Yes |
| Mobile & desktop softphone | Full phone features on Teams mobile app — iOS and Android | ✅ Yes |
| Simultaneous ring | Desk, mobile and laptop ring together — never miss a call | ✅ Yes |
| Analytics & call reporting | Call volumes, wait times, missed calls — all in Teams Admin Centre | ✅ Yes |
We have worked with BroadConnect for several years now and their service has been amazing. When we transitioned our office phones and internett to BC, the team was quick to answer queries and gave regular updates during the process. The support team is always quick to respond to queries and provide updates to our phone system and provide solutions to any issues we have.
5. The Financial Case: What Does It Actually Cost — and What Do You Save?
For most Australian businesses, the financial argument for consolidating onto Teams via BroadConnect Direct Routing is compelling on its own — before you even factor in the productivity and operational benefits.
Typical Business Phone Cost Breakdown — Before BroadConnect Teams
| Cost Item | Typical Monthly Cost (10-user business) |
|---|---|
| Legacy phone system or hosted PBX subscription | $150–$400/month |
| ISDN / SIP trunk line rental | $80–$250/month |
| Per-minute call charges (STD, mobile, IDD) | $50–$200/month |
| Hardware maintenance / desk phone amortisation | $50–$150/month |
| Microsoft 365 subscription (already paying this) | $150–$400/month |
| Total monthly communication spend | $480–$1,400/month |
After BroadConnect Teams Direct Routing — Same 10-User Business
| Cost Item | Monthly Cost |
|---|---|
| Microsoft 365 with Phone System add-on | $200–$500/month |
| BroadConnect Direct Routing / Teams Flex | $80–$180/month |
| Call charges (flat-rate Flex or pay-per-use) | $30–$100/month |
| Separate PBX / phone system | Eliminated — $0 |
| Line rental (ISDN / PSTN) | Eliminated — $0 |
| Total monthly spend | $310–$780/month |
| Estimated monthly saving | $170–$620/month |
| Estimated annual saving | $2,040–$7,440/year |
Cost estimates are indicative and based on typical Australian business scenarios. Contact BroadConnect for a personalised cost comparison for your specific setup — broadconnect.com.au/contact-us.
Beyond the direct cost savings, the productivity gains — less time switching between apps, faster call handling, unified communication history — represent additional financial value that compounds with every employee and every working day.
| 💰 Real-World Saving: For a 20-person Australian professional services firm, switching to BroadConnect Teams Direct Routing and eliminating the separate phone system typically saves between $5,000 and $15,000 per year — while delivering a meaningfully better communication experience for staff and clients. |
6. Is Teams Direct Routing Right for Your Business? Industry by Industry
Teams Direct Routing via BroadConnect is not a one-size-fits-all solution — but it is a near-perfect fit for a surprisingly broad range of Australian businesses. The key qualifier is simple: if your business already uses Microsoft 365 and Teams for internal communication, the case for adding calling is almost always compelling.
| Business Type | Why Teams Calling Is a Strong Fit | Key Capability They Gain |
|---|---|---|
| Professional services (legal, accounting, consulting) | Already heavy Teams users; compliance recording important; remote work common | Call recording, voicemail transcription, seamless remote calling |
| Healthcare practices | Multi-site coordination; staff on Teams for admin; patient-facing calls important | Unified multi-site phone system; auto-attendant for patient routing |
| Financial services | Compliance recording mandatory; client call logs essential; hybrid workforce | MiFID-II-style recording compliance; full audit trail in one platform |
| Technology & SaaS companies | Digitally native; Teams is primary tool; global teams | International calling; Teams-native experience; instant onboarding |
| Education (schools, RTOs, universities) | Large staff base; multiple departments; existing M365 licensing | Cost-effective per-user calling; departmental call queues; no new hardware |
| Government & not-for-profit | Budget-conscious; existing Microsoft agreements; auditability important | Leverages existing M365 investment; call recording; compliance-ready |
| Retail & hospitality chains | Multi-site; staff turnover; need simple scalable comms | Instant add/remove users; multi-location single system; mobile calling |
| Construction & project management | Staff in offices and on-site; Teams used for project comms | Mobile Teams calling from job sites; seamless office-to-site transfer |
7. Microsoft Teams Calling vs. a Standalone Cloud Phone System: Which Is Right for You?
Some businesses genuinely are better served by a dedicated hosted phone system rather than Teams calling — and at BroadConnect, we offer both. Here is an honest comparison to help you decide:
| Consideration | Teams Direct Routing (BroadConnect) | Dedicated Hosted Phone System (BroadConnect) |
|---|---|---|
| Best for | Businesses already on Microsoft 365 and Teams | Businesses not on Teams, or preferring dedicated phone UX |
| User interface | Teams app — familiar, already installed | Purpose-built softphone or desk phone |
| Setup complexity | Moderate — requires Teams admin configuration | Lower — BroadConnect manages entire setup |
| Cost | Leverages existing M365 licences — very cost-effective | From $35/user/month — standalone pricing |
| Feature depth | Excellent — full PBX features in Teams | Excellent — full PBX feature set |
| Hardware needed | None required — Teams on laptop/mobile is sufficient | Optional desk phones available |
| Ideal company size | 10–500+ users | 1–500+ users |
| Remote work support | Outstanding — Teams works anywhere | Excellent — softphone app for any location |
| Microsoft integration | Native — calls, chat, meetings all in one | Via integration — not native |
| BroadConnect support | ✅ Full Australian support team | ✅ Full Australian support team |
Not sure which option suits your business? BroadConnect’s team offers a free consultation to assess your current setup and recommend the right path. There is no obligation — just an honest conversation about what will deliver the best outcome for your specific situation.
8. What Does the BroadConnect Teams Setup Process Look Like?
The most common concern about enabling Teams calling is the technical complexity. In reality, when BroadConnect manages the implementation — which we do for every client — the process is straightforward and minimally disruptive. Here is what happens:
| Stage | Timeframe | What BroadConnect Does | What You Need to Do |
|---|---|---|---|
| 1. Teams Audit | Day 1–2 | Review your current M365 licences, Teams configuration and phone number requirements | Share admin access for assessment |
| 2. Licence Advice | Day 2–3 | Recommend the right Microsoft Phone System licence tier for your user base and call volumes | Approve licence additions |
| 3. Number Porting | Day 3–10 | Port your existing business numbers to BroadConnect’s Direct Routing platform | Sign porting authority form |
| 4. SBC Configuration | Day 5–10 | Configure BroadConnect’s Session Border Controllers and connect them to your Teams tenant | Provide tenant domain details |
| 5. Dial Plans & Routing | Day 8–12 | Build call routing rules, auto-attendant menus, call queues and voicemail configuration in Teams | Review and approve call flow design |
| 6. Testing | Day 12–13 | Full end-to-end call testing — inbound, outbound, transfer, IVR, voicemail, emergency calling | Participate in test calls |
| 7. Training | Day 13 | 45-minute Teams calling training session for staff — how to make calls, transfer, use voicemail | Staff attend one short session |
| 8. Go Live | Day 14 | Full cutover — Teams calling goes live, old system decommissioned | Flip the switch — done |
| 9. Ongoing Support | Ongoing | Account management, performance monitoring, Microsoft licence management, 1300 880 330 | Call us when you need us |
Most BroadConnect Teams Direct Routing implementations go live within 10 to 14 business days. Your clients keep calling the same numbers. Your staff keep using the same Teams app. The only difference is that calls now happen inside Teams — and your separate phone system bill disappears.
9. Not a Teams Shop? BroadConnect Also Delivers Cisco Webex Calling
Microsoft Teams is the dominant workplace collaboration platform in Australia — but it is not the only one. If your business runs on Cisco Webex, BroadConnect delivers the same unified calling capability through Cisco Webex Calling — integrating full PSTN calling directly into the Webex environment your team already uses.
Webex Calling via BroadConnect is particularly popular with businesses that have existing Cisco infrastructure, enterprise-grade security requirements or specific compliance needs that Webex addresses particularly well.
| Feature | Teams Direct Routing | Cisco Webex Calling (BroadConnect) |
|---|---|---|
| Platform | Microsoft Teams | Cisco Webex |
| PSTN calling | ✅ Via BroadConnect Direct Routing | ✅ Via BroadConnect Webex Calling |
| Video meetings | Teams Meetings | Webex Meetings |
| Chat & collaboration | Teams Chat & Channels | Webex Spaces & Messaging |
| Mobile app | Teams Mobile | Webex Mobile |
| Call recording | Native Teams recording | Cisco cloud recording |
| Best for | Microsoft 365 environments | Cisco infrastructure environments |
| BroadConnect support | ✅ Full support | ✅ Full support |
Whether your business runs on Teams or Webex, BroadConnect provides the calling infrastructure that turns your collaboration platform into a complete business phone system. Talk to our team about which solution fits your environment.
10. Frequently Asked Questions
Q: Do we need to change our Microsoft 365 plan to enable Teams calling?
In most cases, yes — you will need to add the Microsoft Phone System add-on to your existing Microsoft 365 licences for users who will make and receive calls. BroadConnect’s team will assess your current licences during the discovery phase and recommend the most cost-effective path. We can also advise on Microsoft’s Teams Essentials and Business Voice licensing options that bundle the Phone System capability.
Q: Can we keep our existing 1300 or 1800 numbers?
Yes. BroadConnect supports porting of 1300 and 1800 inbound numbers as well as all Australian geographic numbers (02, 03, 07, 08) and mobile numbers into your Teams environment. Your clients and customers keep calling the same numbers — they will never know the back-end has changed.
Q: What happens to call quality? Will it be as clear as a traditional phone call?
Call quality on BroadConnect Teams Direct Routing is excellent — typically superior to traditional PSTN calls — provided your internet connection meets minimum requirements. BroadConnect conducts a network readiness assessment as part of every implementation to ensure your connection is optimised for voice. For businesses requiring guaranteed voice quality, BroadConnect’s Business NBN and Enterprise Fibre options provide the reliable foundation that VoIP performance demands.
Q: Can we have some staff on Teams calling and others on desk phones?
Yes — BroadConnect supports hybrid deployments. Some staff can use Teams softphone calling while others use traditional desk phones connected via SIP trunking. This is common during phased migrations and in environments where certain roles require a physical handset. BroadConnect manages the hybrid configuration end-to-end.
Q: What if Microsoft Teams has an outage? Do we lose our phones?
Microsoft Teams has a 99.99% uptime SLA — one of the strongest in the industry. In the rare event of a Teams service disruption, BroadConnect’s Direct Routing infrastructure can be configured with automatic failover routing — redirecting inbound calls to mobile numbers or backup destinations so your business remains reachable at all times.
Q: Is BroadConnect’s Teams Direct Routing Microsoft-certified?
Yes. BroadConnect operates on Microsoft-certified Session Border Controller infrastructure and is a recognised Microsoft Teams Direct Routing partner in Australia. This certification ensures full compliance with Microsoft’s technical and security requirements for Teams PSTN connectivity. Learn more at broadconnect.com.au/services/microsoft-teams-flex.
Conclusion: Your Teams App Is Already a Phone System. It Just Needs BroadConnect.
The business case for Microsoft Teams calling via BroadConnect Direct Routing comes down to one straightforward observation: your team is already in Teams. They use it for meetings, for chat, for file sharing and for collaboration. Making it their phone system too is not a disruption — it is a completion.
The result is a simpler technology stack, a lower monthly bill, a better experience for staff and clients, and a future-proof communications foundation that scales instantly as your business grows. No desk phones to maintain. No separate PBX to manage. No fragmented communication history split across multiple platforms.
BroadConnect has been connecting Australian businesses for over 30 years. We understand Teams, we understand Australian business, and we understand how to make the migration seamless. Visit broadconnect.com.au or call 1300 880 330 to book your free Teams calling assessment today.
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📞 Book a Consultation or email us at hello@broadconnect.com.au to get started.
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Email: hello@broadconnect.com.au