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Challenges with Microsoft Teams PSTN Voice Calls

The original ‘black phones’ are not gone yet – many offices still rely on them in the office with many of them featuring enhanced capabilities. This is also true of home landline phones which are also here to stay for the foreseeable future.

With the return to the office, employees are continuing to use the communication tools that they became accustomed to when working from home. This means that the combination of Microsoft Teams with PSTN calls is growing exponentially.

This can pose a challenge for IT who needs to ensure this service for their end users. This challenge is compounded as delivering Unified Communication (UC) typically involves multiple IT teams making it difficult for them to coordinate together and proactively support their business lines. Until now.

Why Microsoft Teams PSTN Call Quality Is Important?

Microsoft Teams calls through PSTN is usually done either through Direct Routing which enables IT to choose their PSTN carrier and properly plan or through a Microsoft Calling Plan.

Both ways require a combined team to support the quality of the services which can include: the Microsoft 365 and Teams team, the network team, the telephony or UC team, the security team and sometimes other teams managing 3rd party services.

Each team can also have its own tools to monitor performance which can create silos making it difficult for IT to provide real proactive support.

However, the current use of Microsoft Teams for business purposes (client pitch, negotiation, etc.) makes it critical for the quality of the voice to be ensured.

Ensure Proactive Support for Microsoft Teams PSTN Calls

Martello Vantage DX enables proactive support for all Microsoft Teams voice calls, whether they use cloud or PSTN infrastructure.

By integrating Direct Routing, Calling Plan and Operator Connect Voice call data and alerts directly into our monitoring and analytics capabilities, Martello provides end to end visibility of the entire chain of service needed to deliver good quality calls to the business lines.

  • Martello groups the PSTN calls and issues by symptom, location, PSTN trunk and carrier and or even connectivity type to provide user-friendly understanding of the voice environment.
  • Martello then enables IT to be alerted on issues or a group of issues for critical groups of users or locations for your business.
  • Martello correlates PSTN user call issues and alerts IT with your existing infrastructure monitoring tools to bring into a single pane of glass your SBC monitoring, users issue monitoring and any part of the network relevant for the service to be delivered to your business lines.
  • Martello synchronizes these alerts and data into meaningful Service Incidents for your ITSM team to fully qualify every problem in addition to prioritizing and assigning them faster.

You also have the ability to automatically report on service quality achievements to your business lines and IT management.

Martello Vantage DX gives IT teams control when it comes to cloud and PSTN voice quality of service – without needing to deploy anything in your environment.

The Results

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Proactively support your users without asking them to open IT tickets.

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Ensure VIP satisfaction with Microsoft Teams cloud and PSTN voice quality services.

All the data you need to troubleshoot Microsoft Teams PSTN issues in a single pane of glass.

Ready in minutes, no agent to deploy so you can start to monitor your PSTN calls today!


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