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Migrating Avaya to Teams Phone Without Losing Governance
They wanted a like-for-like port from Avaya to Teams calling. We delivered the migration, redesigned the call flows Avaya's quirks were built on, and closed a Teams governance gap regulators would have flagged eventually anyway.
THE CHALLENGE
They asked for a like-for-like port. Like-for-like would have carried the old problems with it.
The finance firm's Avaya PBX was aging, expensive to maintain, and due for retirement. The ask was straightforward: migrate to Teams calling, same setup, nothing redesigned.
The Real Problem Underneath
A straight port ignores two things. First, Avaya's auto attendants, call queues, and hunt groups don't translate cleanly - they need to be redesigned for how Teams actually works. Second, Teams itself had grown ungoverned at this firm: uncontrolled team and channel creation, inconsistent guest access, no lifecycle policy - exactly what regulators and auditors care about.
Porting the phone system without fixing that would have moved voice onto a modern platform while leaving the governance gap wide open underneath it.
OUR APPROACH
The fastest path to modern, governed calling - in three phases
We didn't copy Avaya's setup into Teams. We discovered what the estate actually needed, migrated it without dropping a single call, and closed the governance gap nobody had asked about. Step through each phase.
01
Discover
Before touching a single number, we needed to know exactly what the Avaya estate was actually carrying.
- Catalogued DID ranges, auto attendants, call queues, hunt groups, and analog devices across the full estate.
- Documented emergency-calling requirements site by site, since E911 configuration isn't optional in a financial services environment.
- Selected the right PSTN model - weighing Operator Connect, Direct Routing, and Calling Plans against existing carrier contracts and country coverage.
Outcomes
Full estate discovery completed in 3 weeks, surfacing 6 analog edge cases (fax lines, elevator phones, alarm circuits) that a like-for-like port would have missed entirely.
THE SOLUTION
One Microsoft stack, each part with a job
Cloud callingMicrosoft Teams Phone
The reason for the whole engagement: replaced the Avaya PBX with cloud calling for users, common-area phones, and shared lines - built to replace a legacy system, not just mimic it.
THE OUTCOME
Modern calling, with the governance regulators actually look for
0
dial tone loss during cutover
340+
numbers ported across phased waves
100%
of call flows redesigned for Teams, not copied from Avaya
Governance included
team creation, guest access, and lifecycle now policy-driven, not ad hoc
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