Microsoft Teams Phone migration for a UK creative agency

Written By Mick Burns

This project moved an established creative agency from a third party cloud phone system to Microsoft Teams Phone, creating a single platform for calls, chat and meetings.

Objective

Replace the legacy cloud PBX with Microsoft Teams Phone to improve reliability, streamline call handling and support hybrid working.

Scope

  • Audit of numbers, call flows, handsets and carrier contracts

  • Design of Teams Auto Attendants, Call Queues, business hours and holiday routing

  • Emergency address and 999 configuration aligned to Ofcom guidance

  • Number porting plan and change control

  • Teams certified devices plan for desks and meeting rooms

  • Security, compliance and retention policies in Microsoft 365

  • User training, quick-reference guides and admin handover

  • Reporting for call quality and queue performance

Phases

Discovery and design
Workshops to map call paths. Agree success criteria, risks and rollback.

Build and pilot
Create call policies, resource accounts and voice routing. Pilot with a small group and refine greetings and menus.

Porting and cutover
Port direct numbers and the main line in one evening window. Keep parallel inbound service live during change.

Adoption and training
Deliver role-based training, drop-in sessions.

Stabilisation and handover
Two weeks of hypercare, then handover to managed support.

Outcomes

  • One platform for calling, meetings and messaging in Microsoft Teams

  • Faster client response with clearer menus and queue logic

  • Consistent caller ID and professional greetings across the business

  • Simpler administration with centralised numbers and policies

  • Better visibility of call volumes and answer times for resourcing

  • Lower total cost of ownership than the previous setup

Timeline

Four weeks end to end, including discovery, build, pilot, porting and hypercare. Cutover scheduled outside office hours to avoid disruption.

Expected benefits

  • Improved client experience and fewer missed calls

  • Flexible working without desk phones as a dependency

  • Easier onboarding for new starters

  • Stronger compliance posture with clear recording and retention options

  • A future-ready platform that scales with campaigns and headcount

Mick Burns
Next

Server Migration