CTS - Computer Technology Specialists
VoIP Phone System for Melbourne Construction Firm
A Melbourne construction firm engaged CTS to replace an ageing on-premises phone system that no longer suited a workforce split between head office and project sites. Calls were missed, site staff had no proper extension, and a separate phone vendor added cost and complexity. CTS rolled out Microsoft Teams Phone with Direct Routing — porting the firm's numbers, adding call queues and an auto attendant, and giving every staff member calling on mobile and desktop under one managed agreement.
Melbourne IT support with visible local credentials
CTS - Computer Technology Specialists has supported Melbourne SMBs since 2000. Contact: 1300 790 780, hello@cts.au, L30 - 35 Collins St Melbourne 3000.
Certifications, affiliations and technology partners
Microsoft Partner, ACSC Essential Eight aligned, ISO 27001 practices, NBN Business Accredited Adviser, Cisco Partner, Dell Partner, HPE Partner, Arcserve Partner, Broadcom Partner, Kyocera Partner.
The challenge
A traditional PBX assumes everyone is in the office, but a construction firm's people are spread across head office and constantly changing sites.
- An ageing on-premises PBX nearing end of life and costly to maintain
- No proper phone presence for staff working on project sites
- Calls to the main line were frequently missed with no queueing
- A separate phone vendor adding cost and a second support contact
- Adding phones for new sites was slow and hardware-dependent
The CTS solution
CTS moved the firm to Microsoft Teams Phone, unifying calling with the Microsoft 365 environment it already used.
- Deployed Microsoft Teams Phone with Direct Routing for cloud calling
- Ported the firm's existing phone numbers with no loss of continuity
- Configured call queues and an auto attendant so calls are answered and routed
- Enabled calling on mobile and desktop so site staff have a proper extension anywhere
- Consolidated phones into the firm's Microsoft 365 platform and managed agreement
Mobility and scale
Teams Phone follows the staff member rather than the desk, which suits how a construction firm actually works.
- Site staff make and take business calls from their mobile with the firm's number
- New sites and staff are added in software, without new phone hardware
- A single vendor for phones, Microsoft 365 and IT support
The results
The firm now has a modern, mobile phone system unified with its IT under one supplier.
- Retired the ageing on-premises PBX and its maintenance cost
- Every staff member reachable on a proper extension, on site or in the office
- Fewer missed calls thanks to call queues and an auto attendant
- Phones, Microsoft 365 and support consolidated under one managed agreement
- A phone system that scales to new sites and staff in software
Technologies deployed
Microsoft Teams Phone, Direct Routing, number porting, call queues and auto attendant, integrated with Microsoft 365.
Frequently asked questions
What is Microsoft Teams Phone?
Teams Phone turns Microsoft Teams into a full business phone system, with calls made and received on desktop and mobile using the firm's own numbers. With Direct Routing, CTS connects Teams to the public phone network, so staff get a proper business line wherever they are — ideal for a workforce split between office and sites.
Can we keep our existing phone numbers?
Yes. CTS ported the firm's existing numbers to Teams Phone with no loss of continuity, so clients and suppliers kept calling the same numbers throughout the transition.
How does this help staff working on construction sites?
Because Teams Phone works on mobile and desktop, site staff make and take business calls on their phones using the firm's number and extension, rather than being unreachable on the main system. New sites are added in software, with no need to install phone hardware.