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Microsoft Teams Direct Routing with 3CX

3CX Microsoft Teams Direct Routing - keep Teams as your client, use 3CX as your PBX. Full call queues, IVR, recording, CRM and AI on Teams numbers. Cloud Phone System Australia configures end-to-end.

Get my quote Call 1300 680 824

How it works

  1. Caller dials your number

  2. SIP trunk routes the call to the 3CX PBX

  3. 3CX runs queues, IVR, recording, AI and reporting

  4. Direct Routing connects 3CX to your Microsoft 365 tenant

  5. The Teams user's phone rings

    Mobile, desktop or web Teams app - whichever they have open

The user makes and takes the call in Teams. The PBX intelligence (queues, recording, AI) happens in 3CX behind the scenes. Reports, wallboards and admin live in the 3CX console.

The cost comparison

Microsoft Teams Calling3CX with Teams Direct Routing
Per-user feeAUD $14–24/user/monthNone
Call queuesBasicAdvanced (skills-based, callback, SLA)
Call recordingLimitedFull + retention rules
AI featuresLimited Copilot add-onsAI Receptionist, transcription, sentiment
CRM integrationLimitedHubSpot, Salesforce, Zoho, M365, Pipedrive, more
Scheduled reportsLimitedStandard
SIP-trunk flexibilityMicrosoft only or specific partnersAny SIP trunk

For 50 users, Microsoft Teams Calling is AUD $700–1,200 per month - every month, growing as you hire. With 3CX behind Teams via Direct Routing, you pay one fixed monthly bundle no matter how many Teams users sit on it. The break-even is dramatic and the gap only widens at scale. Get my quote →

What we set up

End-to-end. You sign off; we deploy.

Common questions

Why use 3CX with Teams instead of Microsoft Teams Calling?
Three reasons. (1) Cost: Microsoft Teams Calling adds $14–24/user/month per Teams user - multiply that by your headcount, every month. 3CX is system-priced (the licence covers your whole team at once) and we deliver it as a fully-managed monthly bundle. The math is brutal on Teams Calling at scale. (2) Features: 3CX gives you proper call queues, advanced IVR, scheduled reporting, AI Receptionist, AI sentiment, CRM screen-pop. Teams Calling has voicemail and basic queues; not much else. (3) Flexibility: with 3CX you bring your own SIP trunk and choose your carrier - Teams Calling is locked to Microsoft Calling Plans or specific Direct Routing partners.
Will it look like Teams or 3CX to my users?
Teams. The user dials, transfers, holds and joins meetings in the Teams app exactly as they do today. The 3CX backend is invisible to them. Only admins and supervisors interact with 3CX directly (admin console, wallboards, reports).
What does setup involve?
Configure Microsoft 365 Direct Routing, install certificates on the 3CX side, provision a Session Border Controller (SBC) if not already in place, port your numbers, and assign users. Typically 3–5 business days for an SMB; longer for larger or multi-tenant setups. We handle it end-to-end.
Can some users stay on the 3CX native apps?
Yes - Teams users (knowledge workers in Teams all day) and 3CX-native users (reception, contact-centre agents who want the dedicated 3CX interface) coexist on the same system, same numbers, same queues.
Does CRM integration still work in Teams mode?
Yes - 3CX CRM integration sees the call regardless of which client the user is in. Screen-pop appears in your CRM browser; call is auto-logged on hangup.

Currently on Microsoft Teams Calling?

We migrate Teams Calling customers to 3CX Direct Routing every month. Keep Teams; cut the per-user fees; add the features. Talk to us.

Get my quote Call 1300 680 824
3CX Platinum Partner

3CX

Platinum Partner

Australia