Frequently Asked Questions

What’s Direct Routing?2020-04-14T00:07:52+00:00

Microsoft Phone System Direct Routing lets you connect a supported Session Border Controller (SBC) to Microsoft Phone System. Direct Routing allows you to decide how to provide voice to Office 365. With VoiceInTeams’ global reach, you can bring your own carrier or leverage our carrier services knowing you are safe, certified and secure.

What’s a Calling Plan?2020-04-14T00:08:10+00:00

A calling plan enables you to have full calling capabilities integrated into Teams. VoiceInTeams provides flexible calling plans aligned to your business requirements with ability to shrink and grow over time.

How does E911 Work? Do you support NG911 and Pidf-Lo support available on direct routing?2020-04-13T23:56:01+00:00

Yes; fully support by Microsoft and our Tier 1 grade carriers and E-911 providers. Teams is adding an extra line of communication to the E911 ANI. E911 is inclusive to our costs where available as denoted by our rate card.

What is the status of SMS?2020-04-13T23:55:06+00:00

This was a placeholder for futures; this had been a part of their road-map; it looks like it has been pushed out by Microsoft but I’m unsure why. I will see if our team can find out.

Describe the reporting capabilities of your service.  Cost accounting, DID management, Usage analytics and fault management.2020-04-13T23:53:56+00:00

Our hosted solution is 100% running on AudioCodes and Microsoft. ACs offers gateways for various business purposes such as e-fax, elevators, door locks, etc. Microsoft supplies the phone system and associated features as part of their Teams offer and tools; full analytics and reporting. Our panel will augment the Teams solution with the usage reporting, DID management, near & far end MOS scores (carrier and client sides), etc. Our panel is under development however, we are dependent on accessibility to Microsoft Graph and the presence API’s which they delayed from 2019-Q4 through some time this year.

Can I still use my 3rd -party system?2020-04-14T00:07:15+00:00

Yes! Direct Routing and VoiceInTeams allows you to leverage Teams and continue to realize the investment and value of 3rd-party systems including PBX, call center features and analog devices.

Describe Legacy Connect vs. Migrate at Will.2020-04-13T23:50:13+00:00

Legacy Connect (Integration)

Legacy Connect is designed for customers that require an integrated experience and relationship between their legacy phone system (PBX) and Microsoft Teams. By placing a virtual or onsite SBC in front of the legacy system….Cisco, Mitel, Genesys, Avaya, etc. we are able to create routing rules based on the business objectives of an organization to determine when to route a call to the legacy system or to Teams. This works by reading Active Directory to determine if the user is a Phone System Teams user. Our solution does not hairpin or utilize rudimentary call forward; it is a seamless integration solution.

Legacy Connect is a paid, professional services offer. We leverage the expertise of AudioCodes professional services to perform this work on behalf of a partner or customer. It is SKU’d in our system providing pass-through for the reseller to make margin from the engagement. Cost is $6000 MSRP to the customer with $1500 to the reseller in profit and typically takes a day or two to complete per PBX. AudioCodes has vast experience in Direct Routing working with all the common legacy systems. It also requires SBC licensing whether physical onsite or virtual.

We recommend Legacy Connect for companies such as hospitals, hotels and schools where black phones will always have to hang on walls or be on nightstands for legal, compliance or regulatory requirements AND the customer wants to provide a full collaboration experience via MSFT Teams. It is designed to be a ‘permanent’ part of the customer architecture for an extend period of time.

Migrate At Will (Coexist)

Our migrate at will strategy is for customers seeking coexistence as they migrate from a traditional PBX to Microsoft Teams. The partner would create a plan for the customer to migrate customers to the cloud solution by moving their services to putting Voice in Microsoft Teams. The difference is there is no business driver or need for the two systems to interact.

Common approaches:

A customer moves over time entirely to Microsoft Teams for Voice and they decommission the legacy PBX.

A customer has different user groups such as a mobile workforce and call center. They decide to move the mobile workforce to Teams and leave the call center on the current PBX. Again, the systems don’t need to integrate because they are supporting different business goals.

We recommend a migrate at will strategy for companies seeking to move their user base from their existing PBX to Teams. The reseller can plan and work a migration schedule with the customer while leaving existing system intact to run in parallel mode until the migration is complete. As part of the strategy, the reseller should work with the customer on their decommissioning options and requirements.

How do you handle analog?2020-04-14T00:14:47+00:00

AudioCodes offers a fax solution for analog; however, we recommend electronic faxing if you are able to switch over because analog was not built for the internet. Our hosted solution is 100% running on AudioCodes and Microsoft. They offer gateways for various business purposes such as e-fax, elevators, door locks, etc. AudioCodes offers a series of Teams enabled and Teams native phones; these can be procured from them via standard Capex or as a device-as-a-service (DaaS) on the same monthly billing as the VoiceInTeams Service.

Does VoiceInTeams offer number porting, emergency service sand toll-free support?2020-04-14T00:15:08+00:00


VoiceInTeams vs. another Calling Plan2020-04-14T00:22:54+00:00

VoiceInTeams keeps it simple. We offer a flexible and economical calling plan with a vast international footprint. Our calling plans are designed to be easy and we have no upfront, carrier service or monthly commit. You simply pay for what you use.

How do I buy and pay for VoiceInTeams?2020-04-14T00:17:06+00:00

Your business partner orders VoiceInTeams on your behalf. VoiceInTeams provides you a monthly online invoice which simply lists the usage and consumption you had over the past month. You can pay online, via credit card. If you need a business partner click here.

What Do I Need to Get Started?2020-04-14T00:17:44+00:00


1) A business need for voice

2) O365

3) Teams and a

4) a Phone License.

We’ll talk with you to determine

How to edit Microsoft Teams IP Phone Device Name, Organization Asset Tag and Notes?2020-04-14T00:18:12+00:00

All Microsoft Teams Phones are managed through Teams Admin Center (admin.teams.microsoft.com)

Under devices and Phones, you can find the list of all Teams IP phones . By clicking on each phone you would be able to edit the properties and tags.

To see the details, Select a phone and go to details

To edit the tags or name or add a note, Select the device and click edit.

Currently you can only search phones by name and not the tags or properties.

How does fail-over work?2020-04-14T00:19:26+00:00

Our solution is built in Azure and benefits from all the availability and redundancy features that comes with it.

VoiceInTeams solution’s failover can be covered in different areas.

  • Geographical Presence: VoiceInTeams has servers in 5 different Azure regions and will grow according to business grow. All the components have direct connection with each other on the Azure backend network, which according to Microsoft has less than 15ms round trip time.
  • Redundancy and failover on carrier: All our SBCs are connected to several careers allowing us to have failover and redundancy at career level. If a career fails the system will automatically route the calls to the other careers.
  • Redundancy and failover on routes: VoiceInTeams has an advanced mechanism for selecting the best and most efficient route for calls. By leveraging Audio codes ARM servers and geographically spreading them in different regions we can make sure that all the SBC have access to their closest routing manager.
  • Redundancy and failover on SBC: VoiceInTeams currently have 5 dynamic SBC in 5 Azure regions and will expand with business grow. Our AudioCodes SBCs are dynamic in a way that they expand and shrink with the traffic load. All the connections to the SBCs are based on Names and FQDN. This will allow our system to automatically connect the end points to another SBC if an entire Azure region goes down.
  • Redundancy and failover at Teams: By using Voice in Teams, customers are connecting their tenant to an FQDN which is pointing to our SBC. In the back end we are leveraging advanced DNS features to handle the traffic and connect customers to the closest SBC. If one SBC goes down, it will automatically connect customers to other available SBCs.
What is Microsoft Teams SLA?2020-04-13T23:32:16+00:00

Microsoft Teams SLA is documented in the Microsoft Online Service Level Agreement. The agreement is publicly accessible from the link below. Always use the link below as a reference and not this post.


In summary, the  document point out 3 SLA’s, with 99.9% uptime.

  • Core Service
  • Calling Plan and PSTN Audio Conferencing
  • Voice Quality

Microsoft use the formula below to calculate the up time.

How long does it take to on board a DID? Microsoft says 3-5 minutes per DID.2020-04-13T23:33:45+00:00

It’s 2 lines of code (and will be pure drag and drop when our panel is released). Activation takes as long as you would take to cut and paste the line below. Also, most companies script all the numbers and batch run it; by scripting you’d activate hundreds or thousands in minutes.


Set-CsUser -identity user@domain.com -EnterpriseVoiceEnabled $true -HostedVoicemail $true -OnPremlineURI tel:+1XXXXXXXXXX


Set-CsOnlinePstnUsage -Identity Global -Usage @{Add=”SIPPIO”}

Describe our security in a few easy words.2020-04-13T23:35:33+00:00

The solution is collocated and backboned across these three regions and provides reliability, resiliency with failover and redundancy. It is Tier-D compliant security, fully encrypted for native routing and 100% certified by AudioCodes and Microsoft.

 Tier-D compliant, includes FedRAMP, or federal government data centers. Microsoft conducts a yearly internal audit followed by an external audit to make sure it complies with these certifications. This includes the following standards: ISO 27001, ISO 27018, SSAE16 SOC 1 and SOC 2, HIPAA, and EU Model Clauses (EUMC).

Will this work with AudioCodes, Polycom, Avaya, Cisco, Yealink, etc. handsets?2020-04-13T23:36:33+00:00

Yes! We are handset agnostic!

Do you support cell phones, soft clients, desk phones and all combinations?2020-04-14T00:21:02+00:00

Yes! Today’s users mix and match their communication and collaboration ‘devices’ based on where they are, what they are doing and even whom they might be talking with. VoiceInTeams leverages directly routes the call to the right person, right time, right place and allows users to flow back and forth between ‘devices.

I like the idea of simple but still need traditional contact center features such as x, y and z.?2020-04-14T00:21:34+00:00

VoiceInTeams allows you to extend the key features and benefits of Teams by adding in x, y and z also in a usage and consumption model.