In today’s increasingly digital and hybrid work environments, Microsoft Teams has become a central communication hub for organizations worldwide. While its core functionalities for chat, meetings, and collaboration are widely used, setting up and managing the telephony side of Teams also known as Microsoft Teams Enterprise Voice remains a complex and often overlooked challenge.

This is where Performance Metrics, a Copenhagen-based software company, has carved out a niche. With its specialized platform for Teams telephony administration, the company is helping over 600 clients reduce complexity, gain transparency, and improve operational efficiency without relying on advanced scripting or scarce IT resources.

The Core Mission: Making Teams Voice Manageable for Everyone

The central idea behind Performance Metrics’ platform is simple: managing telephony in Teams shouldn’t be reserved for a handful of experts. As companies scale their Teams usage to include call queues, Auto Attendants, number routing, and licensing, traditional tools and manual processes quickly become inefficient.

Performance Metrics addresses this gap by offering an intuitive, centralized, and scalable platform that removes the need for advanced scripting, elevated admin roles, or fragmented documentation. Their services are designed for real-world teams working across departments, regions, and varying levels of technical expertise.

The Coherence Platform: A Unified Telephony Management Hub

At the heart of Performance Metrics’ offering lies the Coherence Platform, a web-based portal that consolidates all the key tasks related to Teams telephony into a single, easy-to-use interface. The platform is modular, with two primary tools:

• DDI Manager

• VoiceQ365

Together, they cover everything from number management and license tracking to call flow configuration and real-time insights.

DDI Manager – Full Control Over Number Management

DDI Manager is the foundation for structured number and license administration across one or more Microsoft Teams tenants. In many organizations, keeping track of Direct Dial-In (DDI) numbers and related licensing is a manual, error-prone process. DDI Management can help organizations replace spreadsheets, PowerShell scripts, and undocumented changes that are still common practice.

DDI Manager eliminates this by introducing:

• A structured overview of all available, assigned, and reserved numbers

• Bulk assignment or reassignment of numbers across departments or regions

• Documentation and tracking of changes, including historical logs

• Role-based access control so different teams can manage their own number ranges safely

This is particularly valuable in larger organizations or those managing multiple business units, allowing local administrators to handle day-to-day changes without compromising security or consistency.

VoiceQ365 – Smart Call Flow Design and Real-Time Insights

While DDI Manager focuses on numbers and licenses, VoiceQ365 enables users to configure and monitor call flows within Microsoft Teams. It includes:

• A visual call flow designer to build or modify Auto Attendants and Call Queues without writing code

• Dashboards showing queue lengths, wait times, agent presence, and missed calls

• Integration with Microsoft’s Graph API and Teams Phone system

• Data export to Power BI or internal reporting tools

This gives both IT and business managers a live overview of how their Microsoft Teams Enterprise Voice customer service or internal communication flows are performing allowing adjustments to be made quickly and visually.

Key Benefits for Organizations

Whether a company is rolling out Microsoft Teams Enterprise Voice for the first time or streamlining an existing setup, Performance Metrics delivers several tangible benefits:

✅ Time Savings and Efficiency – Routine tasks reduced from hours to clicks.
✅ No Need for Scripting or Deep Technical Knowledge – A GUI that democratizes telephony administration.
✅ Increased Transparency and Control – Every change is documented and auditable.
✅ Scalability Across Tenants and Departments – Multi-tenant environments supported natively.
✅ Secure Role-Based Access – Configure granular permissions for decentralized teams.

Use Cases: How Real Companies Benefit

Performance Metrics’ solutions are especially relevant for:

• IT departments looking to reduce time spent on daily telephony tasks

• Support centers that need insights into call queue performance

• Large enterprises with distributed administration models

• Public sector organizations with compliance requirements

• Companies migrating from legacy telephony systems to Microsoft Teams Enterprise Voice

For example, a municipality with 20 departments can let each department’s coordinator manage their own numbers and queues, while central IT maintains governance.

Implementation and Integration

The platform is delivered as a cloud-based solution and integrates seamlessly with Microsoft Teams via Graph API. Typical setup includes:

1️⃣ Connecting the Microsoft 365 tenant(s)
2️⃣ Configuring user roles and access permissions
3️⃣ Importing existing number pools, licenses, and call flows
4️⃣ Providing onboarding and training if needed

Once live, the platform runs independently with minimal maintenance.

Security and Compliance

Security is central to Performance Metrics’ approach:

• Secure authentication and encryption protocols

• Role-based access controls

• Detailed activity logging and audit trails

• No storage of call audio or sensitive communication data

Operating entirely within the Microsoft Teams ecosystem ensures compliance with GDPR and other data regulations.

Support and Customization

Clients get direct support, detailed documentation, and onboarding help. Performance Metrics also provides customization for unique needs—ideal for sectors like education, healthcare, or government.

The Future of Teams Voice Administration

As Microsoft evolves the Teams platform, tools like Performance Metrics’ Coherence Platform will remain essential for organizations scaling Microsoft Teams Enterprise Voice. Future plans include deeper analytics integration, expanded automation, and broader Power Platform support empowering IT and business users alike.

Final Thoughts

Performance Metrics has succeeded in transforming complex Teams telephony administration into a manageable, intuitive, and scalable process. With 600+ customers and 50,000+ supported users, they prove organizations can gain control, transparency, and efficiency over Microsoft Teams Enterprise Voice without the headaches of manual processes.

By combining DDI Manager and VoiceQ365 in a secure, user-friendly platform, Performance Metrics enables organizations to harness the full potential of Microsoft Teams Voice with confidence and ease.