Microsoft has announced a major change to how Public Switched Telephone Network (PSTN) calls are licensed in Microsoft Teams, and it will affect every organisation using Auto Attendants, Call Queues, or any automated routing workflows.
From 1 November 2025, organisations will need to ensure the correct licensing is in place for all outbound PSTN calls made through resource accounts. This update will end the use of Calling Plan licences for On-Behalf-Of (OBO) outbound calls - instead, a Pay-As-You-Go (PAYG) licence will be required.
From 1 November 2025, organisations will need to ensure the correct licensing is in place for all outbound PSTN calls made through resource accounts. This update will end the use of Calling Plan licences for On-Behalf-Of (OBO) outbound calls - instead, a Pay-As-You-Go (PAYG) licence will be required.
What’s Changing?
Until now, Teams allowed resource accounts (used for Auto Attendants and Call Queues) to make PSTN calls on behalf of users under a Calling Plan licence. Microsoft is now removing that support.
In practice, this means:
In practice, this means:
- Resource accounts can no longer make outbound PSTN calls using a Calling Plan licence.
- On-Behalf-Of (OBO) calling will require a Pay-As-You-Go licence.
- Direct Routing and Operator Connect customers will see minimal or no change — these call paths remain unaffected.
The change is part of Microsoft’s ongoing effort to simplify and unify Teams Phone licensing models, ensuring consistent compliance across environments.
Who Will Be Affected?
This update primarily impacts organisations using Auto Attendants and Call Queues for outbound calling - typically in contact centres, reception lines, or service desks.
If your business:
If your business:
- Routes calls through a Teams resource account,
- Relies on automated attendants to transfer calls externally, or
- Makes outbound calls through on-behalf-of scenarios,
…then you’ll need to review your configuration and update licences before November 2025.
What You Should Do Now
To avoid service interruptions, Microsoft recommends that organisations transition to Pay-As-You-Go (PAYG) licensing well before enforcement begins.
Here’s how to prepare:
Here’s how to prepare:
-
Audit Your Current Setup
Review your Teams Phone environment to identify all resource accounts and outbound PSTN workflows. Note which accounts currently use Calling Plan licences. -
Plan Your Licence Transition
Switch from Calling Plan to Pay-As-You-Go licences for affected resource accounts. Ensure budgets and purchasing processes are aligned for renewal. -
Check Call Flows
Validate all Auto Attendants and Call Queues continue to function correctly with the updated licence type. -
Communicate the Change
Make sure IT admins, partners, and any impacted users understand the upcoming changes and timeline. -
Test Before November 2025
Complete testing and validation well ahead of the enforcement deadline to avoid any disruption to your external calling capability.
What This Means for Direct Routing and Operator Connect Customers
If your organisation uses Direct Routing or Operator Connect, your existing configuration remains supported. However, it’s still important to confirm that resource accounts are properly licensed and that on-behalf-of outbound calls comply with Microsoft’s updated requirements.
Conversant’s Recommendation
As a Microsoft Solutions Partner for Modern Work, Conversant is working closely with Microsoft to ensure our customers and partners are ready ahead of schedule.
Our guidance:
Our guidance:
- Start your transition now - waiting until late 2025 could risk operational disruption.
- Review your telephony architecture - consider whether Pay-As-You-Go, Operator Connect, or Direct Routing offers the best long-term strategy.
- Engage with our team - Conversant can help you audit your environment, identify affected accounts, and plan a smooth migration path.
Need Help Navigating the Change?
Conversant’s experts can help assess your current Teams environment and ensure full compliance with Microsoft’s new PSTN licensing rules - without disruption to your users.
Get in touch to arrange a readiness review and make sure your organisation is prepared for the 2025 enforcement.
Get in touch to arrange a readiness review and make sure your organisation is prepared for the 2025 enforcement.
