PBX Integrations
for Microsoft Teams

A PBX (Private Branch System) is one of the most important tools in an organisation’s arsenal. But what exactly is a PBX, how does it work and how can you make the most of one?

What is PBX?

What is PBX?

Quite simply, a PBX phone system is a private telephone network used within an organisation to make internal and external calls. It is separate from the public switched telephone network (PSTN) — the   combination of central telephone networks used worldwide — though it can still connect to it. A PBX allows internal users to communicate with one another for free without relying on the PSTN. It also reduces the number of outside lines (trunks) required because individuals can share these, lowering telephony costs.


What’s more, a PBX offers a number of features that residential telephone lines and mobile network providers don’t, like extension dialling, call routing and queue management. This makes it the perfect solution for businesses that often rely on these features in their daily operations.

How does PBX work?

Although PBX phone systems traditionally used copper-based landlines that went into a PBX box in a company’s office, Voice over Internet Protocol (VoIP) has changed the game. Now, a VoIP-enabled PBX system uses digital signals instead of analogue ones, which means no need for wires. However, businesses have the option to mix both digital and analogue lines, enabling them to communicate with all types of external partners.
How Does PBX Work?

Benefits of a Microsoft Teams PBX Integration

Microsoft Teams is one of the world’s most popular communications platforms, used by almost 150 million people a day. Integrating it with your PBX can help you unify your communications, which is where every communications channel (chat, file sharing, phone calls, video conferencing, email and more) is contained within a single platform.

This has many benefits, including improved productivity, cheaper infrastructures and streamlined operations.

But why integrate Teams specifically with your PBX phone system to achieve this? Well, our research has found that Microsoft Teams is superior to competitor tools such as Zoom, GoToMeeting and Google Hangouts. This is because it offers capabilities like:

  • One access point for all communication channels listed above
  • Full PBX functionality
  • Ability to call those without Teams
  • Integration with Office 365
  • Centralisation of data, including communication history and contacts

Callroute can also support you with PBX integration platforms such as Cisco Webex and Genesys Cloud CX using the Callroute SIP Trunk integration solution.

Options for Microsoft Teams PBX Integration

There are two main ways to integrate your PBX with Teams: Microsoft Phone System and Calling Plan, and Direct Routing.

Step 1

Use of Microsoft Phone System and Calling Plan

Using Microsoft Phone System and its Calling Plans gives you call control and PBX capabilities in the cloud with Microsoft Teams, enabling you to make PSTN and non-PSTN calls via the platform. This will effectively make the Phone System your PBX.

However, Microsoft Phone System has some notable drawbacks, and isn’t a fully functional PBX in reality. For instance, it doesn’t provide features such as call recording, reporting or extensive call queue management capabilities, which makes it hard to actually unify your communications.

Step 2

Direct Routing

Instead, a Direct Routing solution via a third-party provider is the best way to integrate Teams with your PBX. This will give you control tools like reporting, call recording and queue management, and endpoint and handset flexibility. Indeed, Direct Routing has many benefits over Microsoft’s Calling Plans and instantly improves Microsoft Teams.

All in all, it costs less and enables you to properly unify your communications, with complete access to call records and contacts, one sign-in point, and federated presence across all devices and channels.

Callroute’s PBX integration

Here at Callroute, we offer PBX (alongside analogue phones and fax machines) integrations with communications platforms, allowing users to integrate them with their legacy equipment. Direct Routing for Microsoft Teams is one of the solutions we provide, enabling us to instantly set you up with a free channel for life and flexible per-channel pricing. This will allow you to replace your phone system with Teams and bolster business collaboration.

As an organisation within the corporate telephony sector, we understand exactly why reporting, security and calling features are so vital. With our solution, you can  access comprehensive reports and billing information from the Callroute portal.

Get in touch if you want to try our solution or learn more about it.


A hosted PBX is one that’s delivered on the cloud, meaning you don’t need any hardware. Instead, a provider will ‘host’ the system for you via its data centre.

VoIP is the technology for transferring voice data over the internet, whereas a PBX is the telephony system as a whole. The PBX can use VoIP technology or the standard PSTN.

These days, it makes sense to set up a VoIP-enabled PBX system considering it can also be used to call other people in PSTN networks. All you need to install one of these is a hardware or software-based PBX device or server, SIP phones and a VoIP provider.

Here at Callroute, we can connect Teams with your PBX system within minutes — all you need are

Learn more about integrating Microsoft Teams with your telephony system

Visit our modern telephony page to learn more about how organisations communicate in the modern era using Microsoft Teams.