Teams Phone Migration Case Study

This case study looks at how Cloudworks helped a growing multi-site business move from an ageing phone system to Microsoft Teams Phone. The client needed a simpler calling experience, better support for hybrid working, and a migration plan that would not interrupt inbound customer calls.

By taking a phased migration approach, porting numbers carefully, and preparing users in advance, the business moved to Teams Phone with minimal disruption and a much stronger communications platform for the future.

The challenges faced by the business before the Teams Phone migration

Before the project began, the client was relying on a legacy on-premises phone system across multiple locations. Staff were using a mix of desk phones, mobile forwarding, and separate collaboration tools, which made it difficult to present a consistent experience to customers and internal teams.

This fragmented setup created unnecessary delays. Users had to switch between platforms to chat, schedule meetings, transfer calls, and access voicemail, while managers had very little visibility into call handling, user setup, or future capacity requirements.

The business also wanted to support hybrid working more effectively. Remote users were finding it difficult to make and receive business calls reliably, and the existing setup made number management, call routing, and handset replacement slower than it needed to be.

Compounding these issues was the risk involved in changing systems. The client needed to retain key phone numbers, protect service continuity during the cutover, and ensure users could adopt the new platform quickly without a flood of support requests.

Cloudworks was brought in to design a migration that would reduce complexity, modernise business telephony, and give the client a more flexible calling platform built around Microsoft Teams.

Overview of the Teams Phone migration solution

After reviewing the client’s current telephony estate, user requirements, and licensing position, Cloudworks proposed a phased Teams Phone migration. The plan focused on number porting, call flow design, user readiness, and post-go-live support so the business could move with confidence rather than rushing into a single high-risk switchover.

Cloudworks designed the new solution around Microsoft Teams Phone so users could handle chat, meetings, and calling from one familiar platform. That removed the need to juggle multiple communication tools and created a more consistent experience whether staff were working in the office, at home, or travelling.

The migration included discovery workshops, number inventory checks, licensing validation, and the setup of call queues, auto attendants, voicemail policies, and user profiles. By resolving these details early, Cloudworks reduced risk and ensured the final configuration matched the way the client actually handled calls day to day.

User adoption was treated as a critical part of the project, not an afterthought. Cloudworks provided guidance for administrators, quick-start material for end users, and targeted support around common tasks such as transferring calls, using voicemail, setting presence, and handling calls from mobile devices.

Implementation process and timeline

The migration was delivered in phases to protect service continuity. Cloudworks began with assessment and design, then moved into tenant configuration, pilot testing, number port planning, and a staged rollout across teams and locations.

During the pilot phase, a smaller user group tested call quality, routing logic, handset compatibility, voicemail settings, and external calling behaviour. Feedback from that pilot helped refine the setup before the wider migration took place.

Once testing was complete, Cloudworks coordinated number porting and cutover activities to minimise disruption for the client’s customers and staff. Post-migration support remained in place to resolve any questions quickly, fine-tune the calling experience, and ensure the business saw value from the new system immediately.

Recommendations for businesses considering Teams Phone

Based on this migration project, these are the key lessons for organisations planning a move to Microsoft Teams Phone:

1. Audit your existing numbers, call flows, and user requirements before choosing a migration date.
2. Pilot Teams Phone with a smaller user group first so you can test call quality, routing, and user adoption in a controlled way.
3. Treat number porting as a dedicated workstream and confirm dependencies early with your provider and current carrier.
4. Give users practical training before go-live so everyday tasks like transfers, voicemail, and device switching feel familiar.
5. Plan for post-migration support to resolve early issues quickly and fine-tune call queues, policies, and reporting.
6. Use the migration as a chance to simplify communications, not just replicate every legacy phone system habit in Teams.

Results and benefits achieved through the Teams Phone migration

The most immediate result was a more joined-up communications experience. Staff could make and receive calls directly from Microsoft Teams, reducing reliance on separate desk-phone workflows and giving users one place to manage calls, chats, and meetings.

The client also gained a more resilient and manageable calling setup. Administrative tasks such as onboarding users, updating call routing, and supporting remote workers became faster and easier than they had been on the legacy phone platform.

User adoption was stronger because the migration was supported with training and phased rollout activity. Instead of forcing every employee through an abrupt switch, the business introduced Teams Phone in a way that built confidence and reduced disruption.

The new setup also positioned the organisation for future growth. Because Teams Phone is easier to scale, the client can now support new users, departments, and locations without repeating the same limitations that existed in the old telephony environment.

Lessons learned and best practices from the case study

One key takeaway is that a successful Teams Phone migration depends on upfront discovery. Understanding existing call flows, number ownership, user groups, and edge cases early makes the rollout smoother and avoids last-minute surprises.

Another lesson is the value of clear communication throughout the project. When stakeholders, users, and technical teams all understand the timeline and the cutover plan, the migration becomes far easier to manage and far less disruptive to day-to-day operations.