Voice LabTeams Phone

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  • Microsoft 365 tenant The boundary that holds Entra ID, licenses, Teams policies, and verified domains for one organization. Why it matters: An SBC paired in the wrong tenant is a different phone system.

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  • How do you approach Microsoft 365 tenant? Confirm the tenant before you run Connect-MicrosoftTeams. If it fails: Two engineers edit two tenants and each thinks the other broke the trunk.

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  • Verified domain A domain added and proven in the tenant. Direct Routing SBC FQDNs must live on one of these domains. Why it matters: onmicrosoft.com cannot carry the SBC name.

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  • How do you approach Verified domain? Add the domain, including a sip subdomain, before you pair the gateway. If it fails: Pairing fails because sbc.contoso.com was never verified.

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  • onmicrosoft.com domain The default tenant domain. It is not a supported domain for a Direct Routing SBC FQDN. Why it matters: People try it because it already resolves inside Microsoft 365.

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  • How do you approach onmicrosoft.com domain? Use a domain you verified, such as contoso.com. If it fails: The gateway object is rejected or never becomes healthy.

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  • Homed online Direct Routing users must be homed in Microsoft 365, not left on a Skype for Business on-premises registrar. Why it matters: A user who looks licensed and still is not online will not use the online voice route.

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  • How do you approach Homed online? Check the user’s registrar before you assign a voice routing policy. If it fails: The policy is assigned and the call never leaves the legacy system.

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  • Islands mode A coexistence mode. Direct Routing is not supported for users in Islands mode. Why it matters: It is a hard stop, not a tuning problem.

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  • How do you approach Islands mode? Move the user to a supported mode before you test PSTN. If it fails: PSTN fails only for the Islands users and nowhere else.

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  • Entra ID The identity directory for the tenant. Teams users, resource accounts, and admin roles are Entra objects. Why it matters: Voice licenses attach to these objects.

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  • How do you approach Entra ID? Create the user or resource account here, then license it, then grant policies. If it fails: A resource account exists in Teams and has no license because nobody looked in Entra.

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  • Resource account A disabled-for-sign-in Entra account that represents an auto attendant or a call queue. It is not a human login. Why it matters: The published number is often this account, not a person.

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  • How do you approach Resource account? Create it with a Teams admin role and the User Administrator role. If it fails: Agents try to sign in as the queue and the sign-in is correctly blocked.

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  • Cloud Voicemail The Teams voicemail service. It deposits messages in the user’s Exchange mailbox. Why it matters: No mailbox means no voicemail, even when the call routed.

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  • How do you approach Cloud Voicemail? Confirm the mailbox and the voicemail policy before you debug the SBC. If it fails: Callers hear a greeting failure and the SBC trace is clean.

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  • Teams Phone The license capability that lets a user use Teams as a phone system. It is not, by itself, a PSTN carrier. Why it matters: People say Phone System, Calling Plan, and Teams Premium as if they were one SKU.

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  • How do you approach Teams Phone? Assign Teams Phone, then add a connectivity option. If it fails: Outbound PSTN fails because only Teams, not Teams Phone, is assigned.

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  • Calling Plan A Microsoft-operated PSTN option. Domestic, international, and pay-as-you-go are the usual flavors. It is an extra license on top of Teams Phone. Why it matters: E5 may include the phone-system capability and still not include a Calling Plan.

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  • How do you approach Calling Plan? Buy the plan only where Microsoft sells it, and assign it to the user. If it fails: A user in an unsupported country is given a Calling Plan SKU that cannot be used.

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  • Audio Conferencing The license that provides dial-in numbers for meetings. It is not Teams Phone. Why it matters: Without it, outbound conference calls can route through Direct Routing.

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  • How do you approach Audio Conferencing? Assign it to people who must publish a dial-in number. If it fails: Conference dial-out hits the SBC and the carrier bill surprises finance.

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  • Teams Premium An add-on for advanced meetings and related features. It does not replace Teams Phone or a Calling Plan. Why it matters: Interview traps treat it as the PSTN license.

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  • How do you approach Teams Premium? Buy it only for the meeting features you actually need. If it fails: A design removes Calling Plans because Premium was purchased.

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  • Teams Phone Resource Account license The license each auto attendant or call queue resource account needs, even when the account has no phone number. Subscriptions with Teams Phone include a zero-cost allotment you still have to acquire. Why it matters: Do not put Teams Phone Standard on a resource account.

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  • How do you approach Teams Phone Resource Account license? Assign this license. If you swap off Teams Phone Standard, remove and add in the same license change. If it fails: Queues die after a two-step license swap.

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  • Pay-as-you-go Calling Plan A Calling Plan billed on use. Also the funding pattern, with communications credits, for some voice-app outbound calls. Why it matters: External transfers from a queue are not free just because users have Direct Routing.

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  • How do you approach Pay-as-you-go Calling Plan? Fund the resource account when the attendant or queue sends calls to an external number, uses callback, or places on-behalf calls. If it fails: Overflow to a mobile number fails and the user Calling Plan is blamed.

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  • Communications credits A balance used when a call is not covered by a Calling Plan minute. Voice apps use it for some outbound cases. Why it matters: An empty balance looks like a routing failure.

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  • How do you approach Communications credits? Fund the balance and assign it where the prerequisite article requires it. If it fails: The queue worked in the pilot week and stopped when the credit ran out.

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  • Shared Calling A pattern where users place outbound PSTN calls through a resource account’s number instead of each having a number. Why it matters: It is not a free substitute for every Calling Plan scenario. The shared number has its own license rules.

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  • How do you approach Shared Calling? Read the current shared-calling prerequisites before you promise it to a site. If it fails: Every user was left numberless and the resource account was never funded.

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  • Common area phone A shared handset. On Direct Routing it does not need a Calling Plan license. Why it matters: People copy a user bundle onto a hallway phone.

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  • How do you approach Common area phone? License the device for Teams and the phone scenario you chose, then assign the number. If it fails: A Calling Plan was purchased for every corridor phone on a Direct Routing design.

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  • Teams Rooms license Rooms use their own SKU family, not a borrowed user Calling Plan. Names such as Basic and Pro change. Check the current name. Why it matters: A room that cannot join is often a license or a resource account, not a codec.

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  • How do you approach Teams Rooms license? Assign the current room license to the room account and keep Conditional Access from blocking the device. If it fails: The room account has a user E5 stack and still fails sign-in policy.

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  • Conditional Access Entra policy that can block a phone or a room that is not in the trusted device set. Why it matters: Voice engineers see a SIP 200 and a device that never registers.

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  • How do you approach Conditional Access? Exclude or scope device sign-in on purpose. Do not turn Conditional Access off as a test you leave in place. If it fails: Rooms fail on Monday after a security change nobody told voice about.

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  • Shortest media path Microsoft’s network guidance prefers a short path to the Microsoft network, without a proxy in the media path. Why it matters: A proxy that was fine for web traffic adds jitter to RTP.

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  • How do you approach Shortest media path? Egress Teams media locally. Do not hairpin a branch through a distant data center unless you mean to. If it fails: One city’s CQD is poor and the firewall team finds a proxy.

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  • VPN and real-time media Microsoft recommends that you avoid sending real-time Teams media through a VPN. QoS on the VPN does not fix the extra delay. Why it matters: Split-tunnel designs exist so media can go direct while other traffic stays on the VPN.

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  • How do you approach VPN and real-time media? Test a call on the VPN and off it before you blame the carrier. If it fails: Every remote user shows high RTT and the office does not.

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  • ExpressRoute is optional Teams does not require ExpressRoute. Local internet egress is the usual design. If you do use ExpressRoute, follow the current network article rather than assuming media is happier there. Why it matters: A contract for ExpressRoute is not a QoS design.

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  • How do you approach ExpressRoute is optional? Decide the path, then mark DSCP on the path you actually use. If it fails: Media was forced onto a long private path and RTT jumped.

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  • QoS markers enabled The Teams admin center setting that allows clients to insert DSCP. Without it, a correct ACL still sees unmarked client traffic from managed endpoints that honor the policy. Why it matters: Mac and mobile hard-code some marks. Windows follows policy.

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  • How do you approach QoS markers enabled? Turn the insert-markers setting on, then verify at the WAN edge. If it fails: The network is marked and the clients were never told to mark.

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  • Three to five hops Microsoft’s planning note: keep the client-to-network-edge path short, on the order of three to five hops, and the ISP-to-Microsoft edge short as well. Why it matters: Each extra hop is a place a mark can be stripped.

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  • How do you approach Three to five hops? Draw the path before you buy bandwidth. If it fails: A branch hairpins through HQ and then out, adding hops and delay.

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  • Layer-3 G.711 G.711 at 20 ms is 160 bytes of payload plus 40 bytes of IP, UDP, and RTP. That is 80 kbit/s per direction. Why it matters: People quote 64 kbit/s and under-size the link.

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  • How do you approach Layer-3 G.711? Multiply by concurrent calls and by two directions when both ways are busy. If it fails: Thirty calls were planned at 64 kbit/s and the link saturated.

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  • Ethernet G.711 Add an 18-byte Ethernet header to the G.711 20 ms packet and the figure is 87.2 kbit/s per direction. Why it matters: WAN sizing that stops at layer 3 is already short on a LAN you police.

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  • How do you approach Ethernet G.711? Use 87.2 kbit/s when the policer sees Ethernet. If it fails: The policer drops the header you forgot.

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  • Operator Connect A certified carrier manages PSTN for you inside the tenant. You need Teams Phone. You do not need a Microsoft Calling Plan or your own SBC. Why it matters: It is the low-operations option when your carrier is in the program.

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  • How do you approach Operator Connect? Enable the operator in the admin center and assign the numbers they provide. If it fails: Someone also builds a Direct Routing SBC for the same numbers and the routes fight.

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  • Operator Connect for India The India-specific operator model. It exists because India PSTN rules are not the same as a generic Operator Connect deployment. Why it matters: A global design that ignores it will fail a regulatory review.

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  • How do you approach Operator Connect for India? Use the current India plan article and the licensed operator there. If it fails: A UK SBC was proposed as the egress for an India office.

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  • Teams Phone Mobile The user’s mobile SIM number is also their Teams number, through a certified mobile operator. Teams Phone is required. Why it matters: It fits frontline and mobile workers, not a reception queue.

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  • How do you approach Teams Phone Mobile? Assign the operator number to the user. Do not also treat it as a spare Calling Plan. If it fails: One human has two different caller IDs and the CRM matches neither.

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  • Direct Routing You connect a certified SBC to Teams and bring your own carrier. Users need Teams and Teams Phone. They must be homed online. Islands mode is not supported. Why it matters: This is the option when you still own trunks, a PBX, analog, or a contact-center SBC.

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  • How do you approach Direct Routing? Pair the FQDN, open 5061, allow media ranges, assign a voice route. If it fails: The SBC is up and the user has no voice routing policy.

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  • Mixing PSTN options One tenant may use Calling Plans, Operator Connect, Teams Phone Mobile, and Direct Routing at the same time for different users. Why it matters: A global voice policy that assumes one carrier will misroute someone.

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  • How do you approach Mixing PSTN options? Give each population a policy that matches its carrier. If it fails: A mobile user matches a Direct Routing route and hairpins.

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  • SIP proxies For commercial Microsoft 365, signal to sip.pstnhub.microsoft.com, then sip2, then sip3, on TCP 5061. GCC High and DoD use different names. Why it matters: DNS can return one address. The firewall must allow the published ranges, not that one answer.

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  • How do you approach SIP proxies? Checked 15 October 2026. Direct Routing SBC signaling and media on the plan page: 52.112.0.0/14 and 52.120.0.0/14. Teams client optimize on the Office 365 URLs page and the worldwide endpoints feed: 52.112.0.0/14 and 52.122.0.0/15. Those lists are not interchangeable. If it fails: A lockdown allows only today’s DNS answer and the trunk fails next week.

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  • Media ports for Direct Routing UDP 3478–3481 and 49152–53247 between the SBC and the media processors, unless media bypass keeps the media off that path. Why it matters: People open 5061 and forget media, so signaling works and audio does not.

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  • How do you approach Media ports for Direct Routing? Budget at least two media ports per concurrent call on the SBC. If it fails: Calls connect and both sides hear silence.

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  • Media re-targeting Microsoft does not support changing the media target in the middle of an active Direct Routing call. Why it matters: A clever SBC feature that moves media mid-call will not be a supported troubleshooting step.

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  • How do you approach Media re-targeting? Negotiate media at setup and leave it. If it fails: Audio dies when a transfer tries to move the RTP peer.

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  • Two media ports per call Microsoft’s planning tip: allocate at least two media ports on the SBC for each concurrent call. Why it matters: Port exhaustion looks like random one-way audio.

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  • How do you approach Two media ports per call? Size the SBC media range from the busy-hour call count. If it fails: The 51st call connects with no audio.

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  • Normalization The dial plan rewrites what a person dialed into a number the routes can match, usually E.164. The first matching rule wins. Why it matters: A route for +44 will never see 020.

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  • How do you approach Normalization? Put the specific rules above the general ones. If it fails: A catch-all rule is first, so the emergency rule never runs.

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  • Tenant dial plan A set of normalization rules you assign to users. A user can have a more specific plan than the tenant default. Why it matters: Two sites that dial local numbers differently need two plans, not one heroic route.

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  • How do you approach Tenant dial plan? Grant the plan to the user and test from that user. If it fails: You edit the global plan and a branch with its own plan does not change.

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  • PSTN usage A name that links a voice routing policy to one or more voice routes. The policy’s ordered list of usages is the permission to place those calls. Why it matters: Usages are how you let one site call internationally and another not.

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  • How do you approach PSTN usage? Create the usage, attach routes, then put the usage on the policy in the right order. If it fails: International works because the international usage was left on a branch policy.

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  • Voice route A number pattern plus an ordered list of SBC gateways. It does nothing until a PSTN usage on the user’s policy points at it. Why it matters: The pattern is a regular expression, not a CUCM route-pattern wildcard.

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  • How do you approach Voice route? Anchor the pattern. Test with the normalized number, not the raw digits. If it fails: The route expects 10 digits and the dial plan already added +1.

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  • Voice routing policy The per-user list of PSTN usages, in order. Teams walks that order when it looks for a route. Why it matters: Granting the wrong policy is the most common ‘the SBC is broken’ ticket.

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    • The full deck is in the download.