The licenses are separate from the minutes
A person who places and receives calls on the company number needs Teams Phone on top of a Microsoft 365 plan that includes Teams. That add-on is not the minutes. Minutes come from a Microsoft Calling Plan, from Operator Connect through a carrier, or from Direct Routing if you already have a phone trunk and someone to run it. For most offices we take on, a Calling Plan or Operator Connect is the right scope. Direct Routing is the right scope only when a carrier relationship already exists and you want to keep it.
Shared area phones and a conference phone in a meeting room are separate device licenses. We list them only if you have those rooms. We do not publish per-minute rates or a handset price. Calling cost depends on the plan Microsoft or the operator is selling when we place the order, and that number goes in the quote. TRUE.org provisions this for organizations in the United States and Canada.
What setup includes
We confirm the main number, whether it is new or one you are porting, and the hours the auto attendant should speak. Porting has a lead time set by the carrier you are leaving. We do not promise a port date in the first email. We build the auto attendant and the call queue you described: one option for the office, one for billing, overflow to a shared mailbox or to voicemail that lands where someone watches it.
Users get the dial pad in Teams. A desk phone is optional, and many offices never buy one. If you want a phone on a reception desk, we say which device license that requires before we order it. Holiday hours and a greeting change are configuration, not a new project, once the attendant exists.
After the numbers are live
Changes go to support@true.org. A new user, a greeting, a closure, a number that did not port cleanly. Support is email for the United States and Canada, and a typical reply is one business day. We are not a 24-hour answering service. The auto attendant is what covers the hours you are closed.
If you are a nonprofit, we check whether the Teams Phone add-on is on Microsoft's nonprofit offer list before we order it. We do not assume the calling minutes are donated. The underlying Microsoft 365 licenses, if you still need them, are ordered first. Phone seats do not replace those licenses.
Questions we answer before a quote
Can we keep our current main number?
Usually, by porting it. The losing carrier sets the timing. We start the port paperwork when you approve it, and we do not quote a date we do not control.
Does every user need a desk phone?
No. Teams on the computer or the phone they already have is enough for most people. A desk set is a separate device license, ordered only for the rooms that need one.
What is the difference between a calling plan and Operator Connect?
A Microsoft Calling Plan buys the minutes from Microsoft. Operator Connect buys them from a carrier that plugs into Teams. We recommend one after we know whether you already have a carrier you want to keep. Direct Routing is the third path, and we only take it when that trunk already exists.
Who do we email when the greeting is wrong?
support@true.org. Include the tenant domain and the hours you want. A typical reply is one business day.