Remote SupportOverview
Copper PSTN is being retired. ISDN is already off. Every business still running an on-premises PBX will move eventually. The choice is which cloud model: Microsoft Teams Phone, Zoom Phone, a hosted cloud PBX, or a modernised on-prem SIP system.
Teams Phone
The default pick if you run Microsoft 365. Extensions, call queues, auto attendants, voicemail to email, call recording, Teams app integration.
Microsoft Calling Plans
Microsoft bills directly for PSTN calling. AU numbers supported. Simplest model.
Operator Connect
Partner carrier integration. Keep your existing carrier, managed from the Teams admin centre.
Direct Routing
Bring your own Session Border Controller (SBC). Most flexibility, best for complex environments or carriers without OC.
Teams Phone licence + calling plan typically $20-30 per user per month for unlimited domestic. Attendant Console, Contact Center Connect, and Queues add-ons for larger operations.
Zoom Phone
Strong alternative when Zoom is your primary meeting platform. Competitive pricing, good mobile app, solid call quality. Less obvious when M365 is already in place but viable for businesses standardised on Zoom.
Hosted Cloud PBX (Traditional)
Traditional hosted PBX platforms: 3CX hosted, Aircall, RingCentral, Dialpad, MaxoTel, MyNetFone, Superloop Phone. Strong for businesses with heavy call centre, hospitality, or industry-specific requirements.
- Better for heavy inbound call flows and contact centres
- Deep IVR, queue, and CRM integration
- Handset-led environments (hotels, clinics, retail) work well
- Typically $15-40 per extension per month plus call rates
On-Premises PBX: When It Still Makes Sense
Rare but not dead. On-premises SIP PBX (3CX self-hosted, FreePBX, Avaya, Cisco) still makes sense for very large call volumes, specialised call centres, or organisations with strict data residency. Most SMBs should skip this path.
Number Porting
Audit your current numbers
Main lines, DDI ranges, fax lines, emergency lines, lift phones. Everything in the building.
Collect CSA / carrier details
Customer Service Authorisation, account numbers, billing details.
Plan port dates carefully
Avoid Mondays, Fridays, and month-end. 4-6 week lead time is normal.
Test inbound and outbound in advance
Pilot users, pilot extensions, pilot call queues.
Keep old PBX live in parallel for 2 weeks post-port
Catch missed extensions, emergency routing, or analog devices.
Document emergency calling (E911 / ECS)
Crucial in Australia. Address mapping per extension, tested and signed off.
Common Mistakes
Forgetting analog devices
Fax, lift phones, alarm lines, EFTPOS. Plan ATAs or alternative before cutover, not after.
No E911 / ECS mapping
Emergency services need accurate location. Cloud PBX needs explicit location per extension.
Under-specced internet
Voice needs low jitter and latency. QoS required. See <Link to="/guides/business-internet">Business Internet Guide</Link>.
Porting a shared number too early
Main phone goes dead mid-day. Plan cutovers out of hours.
No handset strategy
Some roles need physical handsets, others work from softphone. Plan by role.
Related: Teams vs Zoom vs Webex, Business Internet.
Replace Your PBX Properly
We deploy Teams Phone, Zoom Phone, and hosted PBX across Australia, including number porting, Direct Routing, SBC design, and training.