CTS - Computer Technology Specialists

Business Phone Systems Melbourne

CTS replaces legacy PBX hardware with Microsoft Teams Phone and cloud VoIP for Melbourne businesses — including Australian number porting, call queues, auto attendants, SIP handsets, mobile integration, and carrier management. Teams Phone consolidates voice calling into the Microsoft 365 environment that Melbourne businesses already use for email, Teams chat, and collaboration. CTS designs, deploys, and supports business phone systems from single-office SMBs to multi-site organisations with hybrid and remote workforces.

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.

Microsoft Teams Phone

Microsoft Teams Phone is the cloud-based calling solution built into Microsoft 365 — it replaces a traditional PBX by enabling outbound and inbound PSTN calls directly from the Teams application on desktop, mobile, and desk handsets. For Melbourne businesses already using Microsoft 365, Teams Phone eliminates a separate phone system contract, a separate support relationship, and separate monthly billing. Teams Phone is available through Microsoft Calling Plans (where Microsoft is the carrier) or Direct Routing (where an Australian SIP carrier provides the PSTN connection and CTS configures the routing). CTS recommends Direct Routing for most Melbourne SMBs as it provides more competitive per-minute rates, better support for Australian geographic numbers, and greater flexibility for multi-site deployments.

Cloud PBX

A cloud PBX replaces on-premises phone system hardware — traditional PABX boxes, proprietary handsets, and analogue line cards — with software hosted in Microsoft Azure. There is no server to maintain, no hardware to replace every five to seven years, and no single point of failure in the office. For Melbourne businesses that experienced phone system outages during building access issues or internet failures, a cloud PBX with mobile app failover means staff can continue receiving and making calls from any device regardless of office availability. CTS migrates Melbourne businesses from legacy PABX systems including Mitel, NEC, Avaya, and Panasonic to Teams Phone as a managed project.

VoIP migration from legacy PBX

Migrating from a legacy PABX to Microsoft Teams Phone involves more than swapping handsets — it requires number porting coordination with the existing carrier, dial plan configuration in Teams, call routing redesign, staff training, and a parallel-run period to catch edge cases before the old system is decommissioned. CTS manages the complete VoIP migration for Melbourne businesses as a fixed-price project, including carrier coordination, number porting scheduling (typically two to four weeks with Australian carriers), Teams Phone configuration, call queue and auto attendant programming, handset provisioning, and a hypercare support period post-cutover. CTS has migrated Melbourne businesses off Mitel MiVoice, NEC SL2100, Avaya IP Office, and various hosted PBX platforms.

Number porting

Number porting transfers existing phone numbers — geographic 03 numbers, 1300 numbers, direct-inward-dial (DID) numbers, and fax numbers — from the current carrier to the new Teams Phone service without customers experiencing a change in number. CTS manages the complete number porting process with Australian carriers including Telstra, Optus, TPG, Aussie Broadband, and SIP trunk providers. Porting timelines with Australian carriers are typically two to four weeks for geographic numbers and up to six weeks for 1300 and 1800 numbers. CTS handles the Letter of Authority (LOA), carrier coordination, porting date scheduling, and cutover management to minimise disruption.

Call queues

Call queues hold incoming callers in a waiting queue when all agents are busy, playing hold music or custom messages and distributing calls to the next available agent. Teams Phone call queues support multiple routing methods — attendant routing (all agents ring simultaneously), serial routing (agents ring in sequence), round robin (equal distribution), and longest idle (the agent who has been waiting longest receives the next call). CTS configures call queues for Melbourne businesses covering inbound sales, customer service, support lines, and reception functions. Queue analytics in the Teams admin centre provide visibility into call volumes, wait times, and agent availability.

Auto attendants

Auto attendants answer incoming calls and route them based on caller input — the IVR menu that presents options such as 'press 1 for sales, press 2 for support, press 0 for reception'. Teams Phone auto attendants support multi-level menus, business hours and after-hours routing (routing to voicemail or an on-call mobile after hours), holiday schedules with custom greetings, and speech recognition for callers who prefer to speak rather than press keys. CTS designs and configures auto attendants for Melbourne businesses, including recording custom professional greetings and programming routing logic that matches the business's actual call flow.

Handsets and hardware

While Teams Phone works on any device through the Teams app, many Melbourne businesses prefer physical desk handsets for reception, shared workspaces, and meeting rooms. CTS supplies and configures Microsoft Teams-certified handsets including Yealink, Poly (Plantronics), and AudioCodes devices. Teams-certified handsets connect directly to Teams Phone without a separate SIP configuration, displaying presence status, directory lookup, and call history from the Teams environment. For meeting rooms, CTS configures Teams Room systems with touchscreen consoles, speakerphones, and camera peripherals certified for Microsoft Teams video calling.

Mobile and hybrid teams

The Teams Phone mobile app turns any iPhone or Android device into a full business phone — making and receiving calls on the business number, accessing voicemail, transferring calls, and joining call queues from anywhere with a data connection. For Melbourne businesses with hybrid workforces, remote staff, or field teams, Teams Phone on mobile eliminates the need for a physical office connection to access the phone system. Calls made from the mobile app display the business number to the recipient rather than the staff member's personal mobile number, preserving professional presentation and keeping personal numbers private.

Pricing considerations

Microsoft Teams Phone pricing has two components: the Teams Phone licence (included in Microsoft 365 Business Voice or purchasable as an add-on) and the calling plan or Direct Routing carrier cost. Microsoft Calling Plans bundle a per-user per-month minute allocation directly from Microsoft, which suits low-volume callers. Direct Routing through an Australian SIP carrier typically provides lower per-minute rates and unlimited local call bundles, making it more cost-effective for businesses with higher outbound call volumes. CTS provides a total-cost comparison between the incumbent phone system (including hardware maintenance, carrier contracts, and support) and Teams Phone before recommending a migration path.

Frequently asked questions

What is Microsoft Teams Phone?

Microsoft Teams Phone is the cloud-based PSTN calling feature built into Microsoft 365. It enables outbound and inbound calls from the Teams app on desktop, mobile, and certified desk handsets, replacing a traditional PBX without requiring separate phone system hardware or software.

Can CTS port our existing phone numbers to Teams Phone?

Yes. CTS manages the complete number porting process for Australian geographic numbers (03), 1300/1800 numbers, and direct-inward-dial numbers. Porting typically takes two to four weeks for geographic numbers. CTS handles all carrier coordination and LOA paperwork.

What is the difference between Microsoft Calling Plans and Direct Routing?

Microsoft Calling Plans make Microsoft the carrier, with per-user monthly minute bundles. Direct Routing connects Teams Phone to an Australian SIP carrier of your choice, typically offering lower per-minute rates and unlimited local call bundles. CTS recommends Direct Routing for most Melbourne SMBs.

Can staff use Teams Phone on their mobile phones?

Yes. The Teams Phone mobile app on iPhone and Android allows staff to make and receive calls on the business number from anywhere. Outbound calls display the business number rather than the personal mobile, preserving professional presentation.

What legacy PBX systems can CTS migrate from?

CTS has migrated Melbourne businesses from Mitel MiVoice, NEC SL2100, Avaya IP Office, Panasonic, and various hosted PBX and SIP trunk platforms to Microsoft Teams Phone.

Is Teams Phone reliable enough to replace a traditional PBX?

Yes. Teams Phone is hosted in Microsoft Azure with a 99.99% uptime SLA, which exceeds the reliability of most on-premises PABX systems. Mobile app failover means staff can continue making and receiving calls even if the office internet connection fails.

What handsets work with Microsoft Teams Phone?

CTS supplies and configures Microsoft Teams-certified handsets from Yealink, Poly, and AudioCodes. Certified handsets integrate natively with Teams Phone without separate SIP configuration, displaying presence and directory information from the Teams environment.

Further reading

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