Teams Phone & Resource Accounts
The biggest voice decision in Teams: Calling Plans vs Direct Routing vs Operator Connect. Learn PSTN connectivity options, licensing requirements, and how to set up resource accounts.
Voice in Teams — the big picture
Think of Teams Phone like choosing an internet provider for your house.
Calling Plans = bundled internet and TV from one provider (Microsoft does everything — simple, but limited availability and less control)
Operator Connect = your existing ISP connects through Microsoft’s equipment (your carrier manages calls, Microsoft manages Teams — managed service, no hardware)
Direct Routing = you buy your own router and configure it yourself (maximum control, works with any carrier, but you manage the hardware — called an SBC)
The exam loves asking: “given this scenario, which option is best?” The answer depends on country availability, existing carrier relationships, and how much control you need.
PSTN connectivity options
This is the most tested voice topic on the MS-700 exam:
| Feature | Calling Plans | Operator Connect | Direct Routing |
|---|---|---|---|
| PSTN carrier | Microsoft | Your existing certified carrier | Any carrier you choose |
| Infrastructure | None — all in the cloud | None — carrier manages SBCs | You deploy and manage SBC(s) |
| Phone numbers | Obtained from Microsoft | Obtained from your carrier via Teams admin center | Obtained from your carrier, assigned via SBC |
| Country availability | Limited (~30 countries) | Depends on carrier participation | Available worldwide (any carrier) |
| Complexity | Lowest — enable and go | Low — carrier handles technical setup | Highest — SBC deployment, certificates, DNS, routing policies |
| Cost model | Per-user calling plan licence (domestic or international) | Carrier pricing (per-user or per-minute) | Carrier pricing + SBC hosting costs |
| Emergency calling | Included — Microsoft manages | Carrier-managed (optional) | You configure via SBC (not included) |
| Best for | Simple deployments, countries where available, no existing carrier | Orgs with existing carrier wanting managed service | Complex environments, keep existing carrier, third-party PBX interop |
Scenario: Tara's PSTN decision at Pinnacle Corp
Pinnacle Corp (Melbourne HQ, offices in Singapore, Tokyo, Auckland) needs to migrate from their legacy Cisco PBX to Teams Phone. Tara evaluates all three options:
Option 1: Calling Plans
- ✅ Simplest to deploy
- ❌ Not available in all APAC countries where Pinnacle operates
- ❌ No integration with existing carrier contracts
Option 2: Operator Connect
- ✅ Their current carrier (Telstra) participates in Operator Connect
- ✅ No SBC to manage — Telstra handles everything
- ✅ Available in AU, NZ, SG
- ❌ Tokyo office — Telstra doesn’t cover Japan via Operator Connect
Option 3: Direct Routing
- ✅ Works everywhere — any carrier, any country
- ✅ Can integrate with the Cisco PBX during transition (phase out gradually)
- ❌ Pinnacle must deploy and manage SBCs
- ❌ More complex configuration
Tara’s recommendation: Hybrid approach
- AU + NZ + SG: Operator Connect via Telstra (managed service, existing relationship)
- Tokyo: Direct Routing via local carrier (Operator Connect not available)
- Common area phones: Direct Routing (cost-effective for lobby phones)
Lisa (CIO) approves: “Two options for four countries — simpler than I expected.”
Licensing for Teams Phone
User licensing
| Licence | What It Includes | When to Use |
|---|---|---|
| Teams Phone Standard | Teams Phone capability (make/receive calls) | Included in E5; add-on for E1/E3 |
| Microsoft Calling Plan (add-on) | PSTN connectivity via Microsoft + phone number | When using Calling Plans |
| Domestic Calling Plan | Calls within the user’s country | Most common |
| International Calling Plan | Calls to other countries | Users who call internationally |
| Pay-as-you-go Calling Plan | Per-minute billing (no monthly minutes) | Occasional callers |
| Communication Credits | Pre-paid balance for toll-free numbers and overages | Required for toll-free numbers |
E5 includes Teams Phone Standard — no add-on needed. E1 and E3 users need the Teams Phone Standard add-on, PLUS a calling plan or carrier licence.
Resource account licensing
Resource accounts are accounts for auto attendants and call queues — they’re not user accounts:
| Resource Type | Licence Needed | Notes |
|---|---|---|
| Auto attendant | Teams Phone Resource Account licence (free) | Free virtual user licence |
| Call queue | Teams Phone Resource Account licence (free) | Free virtual user licence |
| Resource account WITH phone number | Teams Phone Resource Account licence + Calling Plan, Operator Connect, or Direct Routing | Needs a phone number to receive PSTN calls |
Exam tip: The Teams Phone Resource Account licence is free — but you still need to assign it. If the resource account needs a PSTN phone number, it also needs a Calling Plan licence (or use Direct Routing/Operator Connect for the number).
Device licensing
| Device | Licence | Notes |
|---|---|---|
| Teams Rooms (Basic) | Teams Rooms Basic (free, up to 25 rooms) | Basic meeting features |
| Teams Rooms (Pro) | Teams Rooms Pro licence | Advanced features: intelligent cameras, managed rooms |
| Common area phone | Teams Shared Devices licence | For lobby phones, break rooms |
| Teams display | Teams Shared Devices licence | Desk-mounted Teams screen |
Setting up resource accounts
Resource accounts are created for auto attendants and call queues:
- Teams admin center → Voice → Resource accounts → Add
- Choose account type: Auto attendant or Call queue
- Assign a display name (e.g., “Main Reception,” “Sales Queue”)
- Assign the Teams Phone Resource Account licence
- Optionally assign a phone number (if the auto attendant/call queue needs to receive PSTN calls)
- Associate the resource account with an auto attendant or call queue (configured in Module 23)
Scenario: Tara sets up resource accounts at Pinnacle Corp
Pinnacle Corp needs resource accounts for their new phone system:
| Resource Account | Type | Phone Number? | Purpose |
|---|---|---|---|
| Main Reception | Auto attendant | Yes (+61 3 XXXX XXXX) | Routes incoming calls to departments |
| Sales Queue | Call queue | Yes (+61 3 XXXX XXXY) | Distributes calls to sales team |
| IT Support | Call queue | No (internal transfer only) | Routes IT help calls from auto attendant |
| After Hours | Auto attendant | No (shares number with Main Reception) | Plays after-hours message |
Tara assigns:
- Free Teams Phone Resource Account licence to all four accounts
- Calling Plan licence to Main Reception and Sales Queue (they have PSTN numbers)
- No calling plan for IT Support and After Hours (internal only)
🎬 Video walkthrough
🎬 Video coming soon
Teams Phone & Resource Accounts — MS-700 Module 11
Teams Phone & Resource Accounts — MS-700 Module 11
~13 minFlashcards
Knowledge Check
Pinnacle Corp (Melbourne) needs Teams Phone in AU, NZ, SG, and JP. Their carrier (Telstra) participates in Operator Connect but doesn't cover Japan. What PSTN connectivity approach should Tara recommend?
Tara needs to set up a Main Reception auto attendant that receives PSTN calls at a published phone number. What licences are needed for the resource account?
Next up: Teams Rooms & Device Management — how to configure Teams Rooms, manage device profiles, firmware, and prepare Teams for VDI environments.