Information Technology Services (ITS)

Voice calls through Microsoft Teams Phone: A large-scale University-wide transition

Published on: January 20, 2025

In January 2023, the Telecommunications team within ITS’s Enterprise Infrastructure Solutions (EIS) unit initiated a large-scale project to streamline the University’s telecommunications infrastructure. The goal was to migrate existing Voice over Internet Protocol (VoIP) service to VoIP via Microsoft Teams Phone through Operator Connect hosted by Rogers.

This transition aimed to unify communication, reduce costs and enhance the overall user experience.

Illustration of three people working on devices together with the Microsoft Teams logo above their heads.

“No small feat”: size and scale mean extensive work

The project’s core objective was to replace the University’s existing seven-year-old VoIP system, as its contract was nearing completion. More than 400 departments and 10,000+ users across the University were set to be impacted, with over 11,000 phone numbers scheduled for migration.

“The migration to Teams Phone was an ambitious project with a clear goal,” says Will Hu, Manager, Telecommunications at EIS. “For a University of this size and scale, such a transition is no small feat. But the decision was driven by several factors, including cost savings.”

By moving to Teams Phone, the University has reduced departmental telephony costs by approximately 25 per cent per phone line.

The project, now successfully completed at the St. George and Mississauga campuses with work underway at the Scarborough campus for completion in 2025, relied on collaboration between several partners.

“The Telecommunications team worked closely with Rogers Communications to design, implement and support the migration,” says Hu. “Executing this migration without disrupting University operations required technical expertise, meticulous planning and seamless collaboration between parties, all of which we’re very proud to have achieved.”

Benefits: Streamlining communication and boosting efficiency

The shift to Microsoft Teams Phone was not just a cost-saving initiative. It also simplified the communication experience for users, who now only need Microsoft Teams for voice calls, eliminating the use of multiple “softphone”—software that makes phone calls—applications such as Broadsoft Communicator 7 or Cisco WebEx.

Furthermore, the project has eliminated the need for voicemail password resets. Voicemails are now sent directly to users’ U of T email address with an audio file attachment. Additionally, by reprogramming existing Polycom VoIP handsets—the physical machines used to place VoIP calls—to work with Teams Phone, the University has avoided purchasing new equipment and extended the lifespan of its hardware investments, contributing significantly to cost efficiency.

“This new system has not only improved operational efficiency but also created a more user-friendly experience,” says Hu. “Now, staff and faculty can focus on their work rather than managing complex telecommunications tools.”

“This project is a prime example of how strategic technology upgrades can generate significant cost savings while enhancing the user experience,” says Hu.  “We’re very proud to be positioning U of T for a future where communication tools are streamlined, efficient and tailored to the evolving needs of higher education.”