Set up Microsoft Calling Plans

This article describes how to set up Microsoft Calling Plans with Teams Phone. This solution is the simplest option that connects Teams Phone to the Public Switched Telephone Network (PSTN) for external calling. With this option, Microsoft acts as your PSTN carrier.

This article assumes that you already have Teams Phone licenses for your users, which is a requirement for purchasing Calling Plans. If you do not have a Teams Phone license, see Set up Teams Phone and Microsoft Teams add-on licenses.

For more information about all Microsoft Calling Plan options, see Microsoft Teams Calling Plans.

For more information about Teams Phone, see What is Teams Phone.

Step 1: Find out if Calling Plans are available in your country/region

Go to Country and region availability for Audio Conferencing and Calling Plans and select your country/region to get availability information about Calling Plans.

If Calling Plans aren't available in your country/region, see PSTN connectivity options for other available PSTN connectivity options.

Step 2: Complete Know Your Customer verification, if required

Before you purchase licenses or begin acquiring or transferring phone numbers, determine whether Know Your Customer (KYC) verification is required for your organization.

KYC is required in some countries and regions before your organization can acquire or port telephone numbers. The requirements are established by local regulatory authorities and can vary by country or region.

An authorized representative of your organization must complete the verification. The representative must use an individual company email address associated with the business domain being verified. Distribution lists, personal email addresses, and the default onmicrosoft.com tenant domain aren't accepted.

To submit or review your organization's KYC information:

1. In the Teams admin center, go to Voice > Service configuration > Know Your Customer.
2. Select Add KYC information and complete the required business, domain, and supporting-document verification.
3. Submit the request and monitor the KYC Status from the same page.

Most KYC reviews are completed within three business days. Microsoft sends status notifications to the email address provided during submission. If the status changes to Action Required, review the request and provide the additional information or documentation requested.

Wait until the KYC status is Approved before proceeding with phone number acquisition or porting.

For complete requirements and status definitions, see Validate your business identity with PSTN operators using Know Your Customer.

Step 3: Buy and assign licenses

1. After you buy and assign Teams Phone licenses, you can purchase Calling plans for Teams phone, see How to buy Calling Plans. For more information, see Microsoft Teams add-on licensing.

2. Assign a Calling Plan license to the people in your organization. See Assign Microsoft Teams add-on licenses.

   If you purchase a Pay-As-You-Go Calling Plan, you may need to purchase Communication Credits. To determine if you need to purchase Communication Credits, see How to fund a Pay-As-You-Go Calling Plan.

Step 4: Get phone numbers

There are three ways to get new user numbers:

• Use the Teams admin center. For some countries/regions, you can get numbers for your users by using the Teams admin center, see Get Microsoft Teams Calling Plan phone numbers for your tenant.

• Port your existing numbers. You can port or transfer existing numbers from your current service provider or phone carrier to Microsoft 365. After you port your phone numbers to Teams, Microsoft will become your service provider and will bill you for those phone numbers. For more information, see Submitting a port request - Transfer phone numbers to Teams.

• Use a request form for new numbers. Sometimes (depending on your country/region) you won't be able to get your new phone numbers using the Teams admin center, or you'll need specific phone numbers or area codes. If so, you can submit a request for "phone number support". To do this, go to Teams admin center > Voice > Phone Numbers, click Add, and then click "Get phone number support" at the top right-hand corner of the page. On the resulting page you can create and submit a ticket for our phone number support teams.

Step 5: Add emergency addresses and locations for your organization

An emergency address must be associated with a phone number. When this association happens can vary among countries/regions. For example, in the United States, you need to associate an emergency address when you assign the phone number to the user. In the United Kingdom, you need to associate an emergency address to the phone number when you're getting the phone numbers from Microsoft 365, or when transferring phone numbers from your current service provider.

For information about emergency calling and managing emergency addresses, see Manage emergency calling.

Step 6: Assign an emergency address and a phone number to a user

You must assign a phone number and an emergency address to each of your users. The emergency address must be created before you can associate it with a phone number. For more information, see Manage emergency locations and Manage phone numbers for users.

Step 7: Tell your users about their new phone numbers

Microsoft recommends sending mail or using your business's preferred communication method to tell the people about their new phone numbers.

In Microsoft Teams, users can see their phone number by selecting Calls in the left navigation. The phone number is shown above the dial pad.

Run a Self-diagnostics tool

Microsoft 365 admin users have access to diagnostics that can be run within the tenant to verify a user is properly configured to make or receive PSTN calls.

Select Run Tests, as follows. This will populate the diagnostic in the Microsoft 365 Admin Center.

Run Tests: Teams PSTN

The diagnostic performs a large range of verifications.

Related articles

• Transferring phone numbers common questions

• Number usage types - Different kinds of phone numbers used with Microsoft Teams

• Get Microsoft Teams Calling Plan phone numbers for your tenant

• Manage emergency calling

• Emergency calling terms and conditions

• Teams: Emergency Calling disclaimer label