UCaaS and Microsoft: A Guide for UK Businesses
Unified Communications as a Service (UCaaS) brings business calling, video meetings, messaging and collaboration together in cloud-based services. For organisations already using Microsoft 365, Microsoft Teams is often a natural starting point for a UCaaS strategy.
Microsoft Teams provides collaboration features such as chat, online meetings and file sharing. With Teams Phone, businesses can also add cloud-based telephone services, allowing users to make and receive calls using Teams on a computer, mobile device or compatible desk phone.
What does Microsoft offer for UCaaS?
Microsoft’s communications platform centres on Teams. Teams Phone adds telephony features, including call handling, voicemail, call queues and auto attendants. The exact features available depend on an organisation’s licences, configuration and chosen connection to the public telephone network.
To make and receive external calls, a business needs a way to connect Teams to the public switched telephone network (PSTN). Common options include:
- Microsoft Calling Plans: Microsoft supplies the calling service and, where available, telephone numbers and minutes.
- Operator Connect: A participating telecoms provider connects its calling service to Teams, with management handled through the Teams environment.
- Direct Routing: Teams connects to the telephone network through a Session Border Controller (SBC), often managed by the organisation or a specialist provider. This can support more tailored call-routing arrangements.
Availability, pricing and technical requirements vary by country and provider, so UK organisations should check the latest Microsoft and operator information before choosing an option.
Benefits of a Microsoft-based UCaaS approach
A familiar working environment: Employees who already use Microsoft 365 may find it convenient to bring meetings, messaging and business calls into Teams.
Support for flexible working: Users can access communications from supported devices and locations, subject to network quality, security policies and the organisation’s configuration.
Integration with Microsoft 365: Teams works alongside services such as Outlook and SharePoint, helping businesses manage meetings, calendars and collaboration in one ecosystem.
Cloud-based management: Moving telephony services to the cloud can reduce reliance on on-site phone equipment. It may also make it easier to manage users across different offices, although the setup and ongoing administration still need careful planning.
What to consider before moving business phones to Teams
Microsoft Teams may be a strong fit, but it is important to assess the full requirements rather than focusing only on the software. Consider the following before making a decision:
- Calling requirements: List the features your organisation relies on, such as call queues, reception handling, hunt groups, call recording or contact-centre functions. Check whether these are included, require additional services or need a separate platform.
- Connectivity and call quality: Voice and video depend on reliable internet connections and suitable network configuration. Review bandwidth, Wi-Fi coverage, firewalls and resilience at each site.
- Telephone numbers and porting: Plan how existing numbers will be retained or replaced, and allow time for number porting and testing.
- Emergency calling: Confirm how emergency calls are handled for users working from different locations, and make sure users understand any relevant procedures.
- Licensing and costs: Compare the cost of Teams Phone licences, PSTN connectivity, call charges, equipment, support and any third-party services. The lowest headline price may not represent the lowest overall cost.
- Security and compliance: Review access controls, data retention, recording policies and regulatory obligations relevant to your organisation and sector.
- Migration and training: A phased rollout, clear user guidance and proper testing can help minimise disruption when moving from an existing phone system.
Is Microsoft Teams a complete UCaaS solution?
For some businesses, Teams Phone combined with a suitable calling option can provide the core features they need for cloud telephony and collaboration. Others may need specialist contact-centre software, advanced call management, integrations with business systems or more control over call routing.
It is also worth distinguishing between UCaaS as a broad category and Microsoft Teams as a particular platform. UCaaS describes cloud-delivered communications services; the best solution depends on how well the platform, telephone connectivity and support arrangements meet an organisation’s needs.
Choosing the right approach
A successful Microsoft UCaaS deployment starts with a review of how people communicate today and what they need to do in the future. Map your users, locations, call flows, existing numbers and essential integrations. Then compare Calling Plans, Operator Connect and Direct Routing against your technical, operational and budget requirements.
With the right planning, Microsoft Teams can bring collaboration and business calling closer together. A careful assessment of features, connectivity, costs and support will help UK organisations decide whether it is the right foundation for their communications.
7 Essential Tips for Optimising Microsoft UCaaS Solutions
- Use Microsoft Teams as the hub for calls, chats and meetings.
- Check network capacity before moving voice services to the cloud.
- Choose a Microsoft-certified operator for calling plans.
- Set up emergency calling details for every user and location.
- Use multi-factor authentication to protect accounts.
- Train staff on call transfer, voicemail and meeting controls.
- Review call quality and usage reports regularly.
Use Microsoft Teams as the hub for calls, chats and meetings.
Use Microsoft Teams as the central hub for your business communications, bringing calls, chats and meetings together in one familiar place. Staff can switch between a quick message, a video meeting and a phone call without juggling separate apps, helping everyday communication feel more joined up. With the right Microsoft licences and calling setup, Teams can also support business telephony, making it easier for UK organisations to manage how their people stay connected.
Check network capacity before moving voice services to the cloud.
Before moving voice services to Microsoft Teams or another cloud UCaaS platform, check that your network can handle the extra traffic reliably. Review internet bandwidth, Wi-Fi coverage and network performance across every office and remote-working setup, and consider how voice calls will be prioritised when the network is busy. Testing connectivity in advance can help identify issues that might otherwise lead to dropped calls, delays or poor sound quality during the transition.
Choose a Microsoft-certified operator for calling plans.
When choosing a calling plan for Microsoft Teams, work with a Microsoft-certified operator that understands Teams Phone and its requirements. A certified provider can help you assess coverage, select the right calling option, and manage number porting and setup. Check that its service meets your needs for call quality, support, security and any essential features before making a decision.
Set up emergency calling details for every user and location.
Set up emergency calling details for every user and location in your Microsoft Teams environment. Accurate location information can help emergency services identify where help is needed when someone calls from Teams, particularly if they work across multiple offices or remotely. Make sure users know how to update their location when they move, and regularly review your configuration with your telephony provider to ensure it meets current requirements.
Use multi-factor authentication to protect accounts.
Use multi-factor authentication (MFA) to help protect Microsoft Teams and other UCaaS accounts from unauthorised access. MFA requires users to verify their identity with an additional method, such as an authenticator app, alongside their password. Enable it for all users, especially administrators, and encourage staff to approve sign-in requests only when they have initiated them. This extra layer of security can reduce the risk of compromised accounts disrupting calls, meetings and business communications.
Train staff on call transfer, voicemail and meeting controls.
Train staff to use essential Microsoft Teams calling features, including transferring calls, accessing and managing voicemail, and controlling meetings. Clear, practical guidance can help employees handle everyday communications confidently, avoid missed or misdirected calls, and make meetings run more smoothly. Consider offering short demonstrations and easy-to-follow instructions, with extra support for staff who are new to Teams.
Review call quality and usage reports regularly.
Review call quality and usage reports regularly to spot issues before they affect more users. Look for patterns such as dropped calls, poor audio, high latency or frequent failures, and compare them with usage data to identify busy periods or locations that may need attention. Regular checks can help you improve network performance, resolve configuration problems and ensure your Microsoft Teams calling service continues to meet your organisation’s needs.
Tags: business calling, call management, call routing, cloud communications, cloud telephony, collaboration, contact-centre software, direct routing, emergency calling, flexible working, licensing and costs, microsoft 365, microsoft calling plans, microsoft teams, migration and training, network connectivity, operator connect, pstn connectivity, security and compliance, session border controller, teams phone, telecoms providers, telephone number porting, ucaas, ucaas microsoft, uk businesses, unified communications