Configure Microsoft Teams for Customer Service and After-Hours Call Routing

I’m looking for an engineer with hands-on experience configuring Microsoft Teams Phone System and Direct Routing, ideally with prior experience in Cisco CUCM environments.

We’re transitioning to Microsoft Teams as our main voice platform, but for now Cisco Call Manager (CUCM 12.x) will remain standalone. I need help getting Teams fully configured to handle our Customer Service call group and after-hours call routing.

What’s Needed

Configure Teams Phone System for call handling and routing.

Set up auto-attendants and call queues for the Customer Service department.

Implement after-hours routing (voicemail, forwarding, or alternate destination).

Configure and test Direct Routing with our existing Session Border Controller (SBC).

Verify inbound/outbound calling, voicemail, and transfer functionality.

Provide short, clear documentation so the setup can be replicated for additional users.

Environment

Microsoft 365 E5 licensing (Teams Phone System enabled).

CUCM 12.x remains active but separate from Teams.

SBC already in place and ready for Direct Routing configuration.

Some Teams users and devices are already created.

If you’ve completed a similar Teams Phone setup before and can help us get this finished efficiently, please get in touch — ready to start soon.