Accounting firm communications refresh — the typical project shape.
What a Telexico accounting firm communications refresh actually involves — Microsoft Teams Direct Routing, AI receptionist, compliance recording, Xero/QuickBooks integration. Illustrative of the kind of project we run for UK accounting firms.
The communications problems UK accounting firms typically hit
Accounting firms share a distinctive communications pattern: Microsoft 365 environment universal (Outlook, Teams, SharePoint, OneDrive) but phone system rarely integrated with Teams; staff increasingly hybrid working with phone tied to desk; compliance recording for client conversations (ICAEW/ACCA requirements increasing); seasonal call volume spikes around year-end, tax deadlines, audit periods that fixed reception staffing can't handle economically; integration with practice management or accounting software (Xero, QuickBooks, IRIS, CCH, Karbon, Senta) increasingly expected; and partner-led firms often having older phone setups inherited from acquisitions.
Microsoft 365 universal but phones disconnected
Staff live in Teams for chat, video, document collaboration. But phone system is separate — different interface, different contacts, different workflow. Productivity friction across the working day.
Hybrid working with desk-only phones
Accountants increasingly working from home, client sites, hot-desking in office. Office phone tied to desk handset. Calls miss them when not at desk; clients chase across email and direct mobile. Friction grows.
Seasonal peak volumes
Year-end, tax deadlines, audit periods bring inbound call spikes that fixed reception headcount can't handle economically. Calls miss; clients wait; reception stress increases.
Compliance recording requirements growing
ICAEW and ACCA increasingly expecting documented call recording for client advisory conversations, especially around tax, audit, regulated work. Older phone systems lack proper recording configurations.
How Telexico designs the accounting firm refresh
The standard accounting firm communications refresh we deploy: Microsoft Teams Phone via Direct Routing (calls inside Teams interface staff already use) with Telexico providing UK SIP and numbers; compliance-grade call recording with retention policies matching ICAEW/ACCA requirements; AI receptionist handling seasonal peak overflow and after-hours capture; integration with accounting software (Xero, QuickBooks, IRIS, CCH, Karbon, Senta) for click-to-call and call logging where supported; hybrid working support via Teams apps on desktop and mobile; UK data residency for recordings and call metadata. Direct Routing typically delivers 40-70% cost saving over Microsoft Calling Plans at firm scale.
How the deployment ran.
Typical project shape: 6-10 weeks elapsed from initial scoping through cutover. Direct Routing configuration adds some complexity vs straight hosted VoIP but delivers significant Microsoft 365 workflow integration benefits.
Weeks 1-2 — Discovery, Microsoft 365 scoping, design
Site visit; document existing phone setup and Microsoft 365 configuration; map staff working patterns (in-office, hybrid, fully remote, client-site visits); ICAEW/ACCA compliance scoping; accounting software integration scoped; Direct Routing architecture designed.
Weeks 3-7 — Provisioning, Direct Routing build, parallel running
Number porting initiated; Microsoft 365 Direct Routing configured (Session Border Controller, dial plans, voice routes, emergency calling, Microsoft 365 admin work); compliance recording integration; soft launch with pilot user group; AI receptionist configured for seasonal peak handling; staff training on Teams Phone.
Weeks 8-10 — Cutover and stabilisation
Out-of-hours number port; old phone system ceased; full Direct Routing live across all staff; first 2-3 weeks of close monitoring with attention to call quality, Teams workflow, integration; AI tuning if seasonal peak conditions arrive during stabilisation period.
What changes operationally
The observable shifts across accounting firm refreshes follow a consistent pattern — though specific Direct Routing economics vary by firm size and Microsoft 365 license configuration.
Phone calls inside Teams workflow
Staff make and receive UK landline calls inside Teams desktop, mobile, or web — same interface they're already using all day. Productivity friction reduced significantly; workflow consolidation observable.
Hybrid working works properly
Office calls reach staff wherever they are — office desk, home office, client site, mobile. Calls don't get missed because someone is at a different location. Hybrid working stops being a phone-system problem.
Direct Routing economics deliver savings
Direct Routing via Telexico typically 40-70% cheaper per user than Microsoft Calling Plans for equivalent capability. At firm scale (20-200+ users) this is meaningful annual savings. Plus operational benefit of UK SIP support relationship vs Microsoft tier-1 support.
The technical configuration
Standard accounting firm communications refresh stack: Openreach FTTP (typically 500Mbps-1Gbps) as primary; 4G/5G failover via managed dual-WAN router; managed firewall; Microsoft Teams Phone via Direct Routing — Session Border Controller, dial plans, voice routes, emergency calling configuration; Telexico SIP trunk with UK numbers (ported from existing setup); compliance call recording integrated with Teams workflow; AI receptionist for seasonal peak and after-hours overflow; integration with accounting software (Xero, QuickBooks, IRIS, CCH, Karbon, Senta) where supported; mobile and desktop Teams apps fully functional; UK data residency throughout; ICAEW/ACCA-compliant configuration. 24/7 monitoring with SLA-backed UK engineer response.
What you actually get from Telexico.
Honest about scope. No aggressive sales tactics, no surprise renewal jumps, no tier-1 call-centre triage. Real UK engineers, transparent pricing, one provider relationship across the stack.
UK-based provider
Wolverhampton-headquartered. Engineers cover the West Midlands daily; UK-wide install via our partner network. Real UK engineer support, UK data residency, UK contractual relationship — not US-routed SaaS.
Real engineer support
When you call Telexico, you reach someone who can actually fix things. Response SLA backed by real engineering capacity rather than call-centre headcount. Named account manager for ongoing customers.
Free infrastructure review
Every engagement starts with a no-obligation audit of your current setup. Honest recommendation — sometimes that's "stay with your current provider after negotiation." We'd rather be honest than oversell.
Transparent pricing
What you sign for is what you pay — including renewal. No teaser pricing that jumps 30-100% at year two. No mid-contract CPI shock. Predictable multi-year cost from day one.
One provider, one platform
Broadband, hosted VoIP, business WiFi, AI Receptionist, 4G/5G failover, CCTV consolidated onto one Telexico relationship. Single bill, single support number, single engineer when something needs attention.
Migration project-managed
Switching to Telexico isn't DIY. We handle contract audit, notice timing, ordering, parallel running, cutover, old-provider close-out. Customer-visible disruption typically measured in minutes.
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Frequently asked questions
What's Microsoft Teams Direct Routing exactly?
Direct Routing is Microsoft's mechanism for connecting Teams to a third-party SIP provider (Telexico) for outbound and inbound landline calls — instead of using Microsoft's own Calling Plans. Telexico supplies the UK phone numbers and call infrastructure; Direct Routing connects Teams to it via Session Border Controller. Result: staff make and receive UK calls inside Teams interface; typical 40-70% cost saving over Microsoft Calling Plans at scale.
Why Direct Routing instead of Microsoft Calling Plans?
Three reasons: cost (Direct Routing typically 40-70% cheaper per user at firm scale); flexibility (better number portability, more call routing options, easier integration with non-Teams users); support (UK SIP provider relationship vs Microsoft tier-1 call centre). Microsoft Calling Plans are simpler if you want one-stop-shop and don't mind the cost premium.
Can we keep our existing UK phone numbers?
Yes — number porting to Telexico's SIP trunk is standard. Existing UK landline numbers move across cleanly, then they're available in Teams via Direct Routing. No customer-facing number change. Porting typically 2-4 weeks lead time, coordinated cleanly with the cutover.
How does compliance recording work with Teams Phone?
Compliance call recording integrated with Teams Direct Routing via Telexico: recordings captured at the SIP trunk level (independent of Teams client), retention policies set to ICAEW/ACCA requirements (typically 6+ years for advisory conversations), UK data residency, searchable archive accessible only to authorised firm staff. ICAEW/ACCA inspection-ready.
What if some staff aren't fully on Microsoft 365?
Hybrid setup works. Teams users get Teams calling via Direct Routing; non-Teams users (e.g. reception with desk phones, occasional contractors) get regular IP handsets or mobile apps; AI receptionist sits in front of everyone. All on same Telexico SIP infrastructure with consistent UK numbers.
How long does Direct Routing setup take?
6-10 weeks elapsed from discovery to cutover. Direct Routing setup is genuinely technical (Session Border Controller, dial plans, voice routes, emergency calling, Microsoft 365 admin work) — slightly longer than straight hosted VoIP. Telexico's engineers handle the technical complexity end-to-end; firm doesn't need to engage own IT for the Direct Routing work.
What does an accounting firm communications refresh cost?
Variable by firm size and compliance scope. Indicative for typical UK accounting firms: project fee £1,000-5,000; ongoing Direct Routing SIP via Telexico £6-10 per user per month (plus your existing Microsoft Teams Phone license costs); compliance recording add-on; AI receptionist £200-700/month optional; integration build £500-2,500 depending on accounting software. All-in cost meaningfully lower than equivalent Microsoft Calling Plans deployment at firm scale. Real quotes against firm specifics.
Want a similar review for your business?
This is the typical project shape Telexico runs. Send us your current setup and what's frustrating you — we'll review what you have today and tailor a project that fits. No hard sell, no fixed-package pressure.