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MiVoice Business 10.5 as the Final Release for AX, CX II, and MXe III: Timelines and Risk

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Mitel MiVoice Business phones and on-premise controller used in legacy business phone systems

MiVoice Business 10.5 as the Final Release for AX, CX II, and MXe III: Timelines and Risk

Last reviewed and updated: January 2026

Mitel MiVoice Business (MiVB) continues to be an active platform supporting newer controllers, virtual deployments, and modern architectures. However, Mitel has formally announced that MiVoice Business 10.5 is the final release supporting the AX, CX II/CXi II, and MXe III/MXe III-L controller platforms.

This announcement does not signal the end of MiVoice Business as a product. Instead, it defines a clear boundary for legacy controller and device support, driven by hardware resource limitations, evolving security requirements, and long-term maintainability considerations.

This article explains what MiVoice Business 10.5 as the final release for AX, CX II, and MXe III means in practice, what risks emerge first, and how organizations can plan a controlled transition aligned with Mitel’s published timelines.

What This Article Covers

In this guide, we cover:

  • What it means for MiVoice Business 10.5 to be the final release for AX, CX II, and MXe III

  • Why risk increases gradually rather than all at once

  • Which components introduce risk first

  • How controller, endpoint, and application dependencies affect timelines

  • Support and repair timelines published by Mitel

  • How to plan a low-risk transition without forced decisions

What Does “MiVoice Business 10.5 as the Final Release” Mean?

Mitel has designated MiVoice Business 10.5 as the last software release that supports legacy controller platforms, including:

  • AX

  • CX II / CXi II

  • MXe III / MXe III-L

After MiVoice Business 10.5:

  • No further major or minor software releases are planned for these controllers

  • New features will not be introduced on these platforms

  • Support is limited to published hardware repair and technical support timelines

MiVoice Business environments running these controllers may continue to operate, but they become progressively harder to support, secure, and modernize as platform and security requirements evolve.

Why Risk Increases Gradually, Not All at Once

A common misconception is that telecom platforms fail uniformly. In practice, environments running legacy MiVoice Business controllers experience asynchronous risk, where different components age on different timelines.

This occurs because:

  • Controllers reach software and resource limits before endpoints

  • Phones often outlive firmware and security compatibility

  • Contact center and collaboration applications impose stricter requirements than core voice

  • Security standards evolve independently of legacy hardware capabilities

The system may continue to function, but:

  • Features behave inconsistently

  • Upgrades introduce constraints instead of improvements

  • Vendor escalation paths narrow

  • Recovery options during outages become more limited

Delaying planning does not preserve flexibility—it reduces it.

What Breaks First in Legacy MiVoice Business Environments

Controllers

Controller hardware is the primary limiting factor.

Mitel has cited hardware resource limitations as the reason legacy controllers cannot support newer MiVoice Business features. AX controllers are limited to 500 MB of memory, while CX II and MXe III platforms have 1 GB, compared to newer platforms with significantly higher memory capacity.

As a result:

  • Many newer MiVoice Business features already exclude legacy controllers

  • MiVoice Business 10.5 represents the final supported release for these platforms

  • Architectural redesign becomes unavoidable over time

Once a controller reaches its limit, all dependent components inherit that constraint

Endpoints (Phones)

MiVoice Business 10.5 is also the last release that supports certain older phone models that do not meet current security requirements, including TLS 1.2.

When upgrading beyond MiVoice Business 10.5:

  • Unsupported legacy phones will not register on MiVoice Business 11.0

  • Existing phone programming is preserved to simplify transition

  • Devices are mapped to recommended 69xx-series equivalents where applicable

  • Unsupported phones can no longer be added

Mitel strongly recommends migrating to supported phone models before upgrading beyond MiVB 10.5.

Applications and Integrations

Most MiVoice Business environments depend on additional systems such as:

  • MiCollab

  • MiContact Center

  • Paging systems

  • Call recording

  • E911 and compliance tools

These applications frequently dictate the true transition timeline, often forcing change before core voice infrastructure fails.

 

Support and Repair Timelines for Legacy Controllers

Mitel has published the following timelines for MiVoice Business 10.5 on legacy platforms:

  • CX II and MXe III platforms:
    End of Hardware Repair and Technical Support on December 31, 2028

  • AX platforms:
    End of Hardware Repair and Technical Support on March 31, 2029

Mitel will maintain the ability to deliver critical operational patches until October 6, 2027. After that date, patches may be issued only at Mitel’s discretion. Newly discovered security vulnerabilities may not qualify for remediation, and security-conscious organizations are advised to accelerate transition planning.

What a Forced MiVoice Business Migration Looks Like

Organizations that delay planning often encounter a forced migration triggered by a contact center upgrade, operating system incompatibility, security requirement, or support limitation.

In these scenarios:

  • Timelines compress from years to months

  • Redesign decisions are made under pressure

  • Costs increase while service risk rises

  • Business continuity becomes harder to guarantee

These outcomes are rarely caused by bad technology. They result from delayed lifecycle planning.

Upgrade vs. Redesign: The Wrong First Question

Organizations are often asked whether they should upgrade MiVoice Business or replace it entirely. This binary framing oversimplifies a complex reality.

A more effective approach evaluates:

  • Which sites or functions can remain stable temporarily

  • Which components require redesign due to compatibility limits

  • Whether contact centers, remote sites, or regulated workflows need separate timelines

Unlike cloud-first platforms designed for continuous iteration, MiVoice Business was built around fixed controller architectures and versioned upgrades. This is why lifecycle planning matters more for MiVB than for newer communication platforms.

Most successful transitions combine targeted upgrades with phased redesign, rather than choosing one path universally.

Role-Based Risk of the MiVoice Business Phase Out

IT and Infrastructure Leaders

  • Unsupported configurations increase security exposure

  • OS and firmware constraints limit future change

  • Vendor escalation paths narrow over time

Call Center and Operations Leaders

  • Feature drift impacts agent productivity

  • Reporting inconsistencies affect staffing decisions

  • Peak-time failures carry reputational consequences

Executives and Financial Leaders

  • Forced migrations disrupt budget cycles

  • Compliance and audit exposure increases quietly

  • Service outages affect public trust and brand credibility

Building a Low-Risk MiVoice Business Migration Strategy

A controlled MiVoice Business transition follows a phased, risk-aware approach:

  1. Validate the current MiVoice Business environment

  2. Map controller, endpoint, and application compatibility

  3. Align technical timelines with budget and operations

  4. Phase changes with survivability and fallback planning

The objective is not speed. It is control.

Why the Right Telecom Partner Matters

MiVoice Business failures rarely stem from hardware alone. They result from poorly managed transitions that ignore interoperability, sequencing, and operational impact.

An effective partner:

  • Has deep Mitel expertise without platform bias

  • Understands regulated and high-availability environments

  • Designs migrations around survivability, not features

  • Aligns technical change with business continuity

This distinction matters most during lifecycle transitions.

Planning Support for MiVoice Business Transitions

Next Steps for Organizations Running MiVoice Business

Organizations running MiVoice Business should understand their controller limits, endpoint compatibility, and application dependencies before timelines are forced by upgrades, compliance requirements, or outages.

The goal is not rapid replacement. The goal is a deliberate transition that preserves operational stability and decision-making control.

This article will be updated as Mitel lifecycle guidance, controller support boundaries, and migration best practices evolve.

Downloadable Checklists and Cheat Sheets to help plan your MiVoice Business Transition

Controller and Endpoint Matrix
Timeline and Risk Brief
MiV Business Transition Checklist

Frequently Asked Questions About Mitel MiVoice Business & Lifecycle Transitions

MiVoice Business 10.5 as the final release for AX, CX II, and MXe III establishes a clear and important boundary for legacy platform support. Organizations that understand this boundary early retain control over timelines, budgets, and operational risk.

This article will be updated as Mitel lifecycle guidance and support policies evolve.

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Microsoft Teams Phone: The Complete Business Calling System

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A business professional on a video call using Microsoft Teams Phone on a laptop in a home office setting

The Death of the Desk Phone (and the Rise of Teams Calling)

There was a time when office phones were the loudest thing in the room. Back then, they rang, blinked, buzzed, and tangled themselves into small existential crises before lunch.

Fast-forward to today — and the cord has been cut. These days, Microsoft Teams Phone has made every clunky desk handset feel like a fossil. You already live inside Teams for chat, meetings, and file sharing. Adding a business phone system into that same workspace isn’t just convenient — it’s revolutionary.
It’s like taking your PBX, your CRM, and your sanity, and putting them all under one login.

And with the right setup, Teams Phone doesn’t just replace your phones — it redefines how your business communicates.

What Is Microsoft Teams Phone (and Why It Matters)

Microsoft Teams Phone is a cloud-based telephony system that turns Microsoft Teams into a complete business calling platform.
It lets you make and receive external calls — to and from real phone numbers — right inside Teams on your laptop, mobile device, or browser.

The secret is how it connects Teams to the Public Switched Telephone Network (PSTN). Essentially,that’s the same global network that powers every traditional phone call — but now it’s accessible through the cloud.

In other words:

Teams Phone makes your business number work wherever your people are.

How Microsoft Teams Phone Works

You’ve got two options for connecting Teams to the outside world:

1. Microsoft Calling Plans

Microsoft’s own calling service provides phone numbers and minutes in one simple bundle. It’s plug-and-play — but it can get expensive fast. That’s especially true if you have multiple locations or heavy call volume.

2. Direct Routing (Powered by Intermedia + Towner)

This is the flexible, cost-effective option. Direct Routing connects your Teams environment to the PSTN using a certified Session Border Controller (SBC).
That gives you full control, lower costs, and enterprise-grade reliability — all managed by your provider

Think of Calling Plans as renting a line.
Direct Routing means owning your system — and upgrading to leather seats while you’re at it.

Core Features of Microsoft Teams Phone

PSTN Calling

Place and receive calls from your business number inside Teams. No hardware, no extensions, no chaos.

Auto Attendants & Call Queues

Set up professional call routing: “Press 1 for Sales, 2 for Support.”
You can customize greetings, menus, and queue logic from your admin portal — no IT fire drills required.

Voicemail & Transcription

Every voicemail is delivered and transcribed inside Teams for easy reading, forwarding, and follow-up

Native SMS & MMS

Intermedia’s integration lets you text clients directly from Teams — no add-ons or third-party hacks needed.

Business Continuity & Failover

Even if Teams itself goes down, your calls reroute automatically through the cloud. Honestly — productivity doesn’t take sick days.

Real-Time Call Analytics

Monitor call quality, duration, and performance in real time. Your support and sales teams get the insights they need to work smarter, not louder.

Scalability

Add users, numbers, or departments in minutes. The best part? Whether you’re a five-person startup or a 500-seat enterprise, Teams Phone grows with you.

Microsoft Teams Phone Benefits for Businesses

Hybrid and Remote Workforces

Your employees aren’t all in one office anymore — and that’s fine. With Teams Phone, they can take business calls from anywhere, on any device.

Customer Support Teams

Auto attendants, queues, and CRM integrations make managing call volume easy. No more “Sorry, wrong department” dead ends.

Sales and Field Reps

Local outbound numbers, text follow-ups, and contact sync — all from one interface. It’s mobility without the mess.

Multi-Location Operations

Teams Phone consolidates every office under one system. No separate hardware. No duplicate contracts. Just one streamlined network.

Regulated Industries

In healthcare, finance, and other regulated sectors, compliance isn’t optional. Intermedia and Towner’s architecture supports HIPAA, FINRA, and GDPR standards, keeping your communications secure and auditable.

Teams Phone vs. Traditional PBX Systems

Feature

Setup Cost

Maintenance

Mobility

SMS Support

Analytics

Security

Failover

Legacy PBX

High (hardware + install)

Constant

Possible

Sometimes With Extra Applications

Manual

On-prem only

Customized

Microsoft Teams Phone

Low (cloud-based)

Update Pushed Out

Anywhere Without Heavy Lift

Yes

Real-time dashboard

Cloud encryption

Built-in But Not for Major Outtages 

Microsoft Teams Phone ROI: Unlocking True Business Value

The question most leaders ask isn’t “How much does it cost?” Because really, it’s “What do we actually get for it?”

That’s the difference between a purchase and an investment — and Microsoft Teams falls firmly in the investment category.

In fact according to a Forrester Total Economic Impact study, organizations rolling out Microsoft Teams Phone reported up to 143% ROI over three years, with many recovering their investment in less than six months.
Not bad for what used to be “just a phone system.”

The ROI isn’t just about saving money — it’s about eliminating chaos.
Here’s where companies are seeing the biggest wins:

  • Lower operational costs: One unified platform replaces PBX maintenance, carrier contracts, and hardware headaches.

  • Simplified IT management: One admin console. One login. Zero excuses.

  • Improved customer experience: Faster call routing, higher first-call resolution rates, and real-time visibility.

  • Smarter workforce: With voice, chat, meetings, and analytics all in the same ecosystem, teams respond faster and collaborate better.

Businesses across industries are discovering that consolidating telephony inside Microsoft Teams isn’t a lateral move — it’s a leap.
By bringing every communication channel into a single, secure cloud platform, you unlock tangible efficiency and measurable value.

Translation: Teams Phone doesn’t just reduce your phone bill — it pays you back in time, focus, and fewer “Can you hear me?” moments.

Proving It: Real-World ROI in Action

These aren’t just stats on a Microsoft slide deck. In other words, companies are actually cashing in on the switch to Teams Phones — not just in savings, but in sanity.

  • Florida Crystals Corporation cut telecom costs by 78 percent after ditching leased PBX lines and unifying its workforce on Teams Phone.

  • SMA Solar Technology AG replaced a patchwork of local systems with a single global Teams Phone standard and reported zero IT tickets for call issues post-launch.

  • Basys, a U.S. payments processor, boosted its first-call resolution rate to 90 percent and hit a Net Promoter Score of +70 after integrating voice directly into Teams.

Across the board, different industries see the same outcome: smoother communication, lower friction, and more time spent on the work that actually moves revenue.

Real-Time Analytics: From Guesswork to Data-Driven

In the PBX world, tracking performance meant spreadsheets, hunches, and maybe a prayer.
In the Teams Phone world, you get real-time call analytics — live dashboards showing call quality, duration, responsiveness, and usage trends.

Sales leaders spot patterns faster. Support managers fix bottlenecks before they become complaints. Meanwhile, IT finally has proof that everything’s working — or the data to fix it when it’s not.

Numbers don’t lie, and neither do missed calls. Teams Phone gives you visibility before problems hit the hotline.

Microsoft Teams Telephony Security and Reliability

Legacy systems age like milk. Teams Phone runs in the same enterprise-grade Microsoft 365 cloud that Fortune 100 companies rely on every day.

  • 99.9999 % uptime backed by redundant architecture

  • End-to-end encryption across voice, chat, and video

  • Compliance with HIPAA, FINRA, and GDPR standards

Even if Teams hiccups, failover keeps your calls alive. After all, downtime shouldn’t be part of your brand voice.

Microsoft Teams Phone Implementation with Towner Communications

At that point, when you’re ready to move from “we should modernize our phone system” to actually doing it, you need more than an installer and a handshake. You need a partner who knows how to launch cloud calling in the real world—where numbers matter, area codes matter, hybrid work matters, and yes, Kansas City matters.

Here’s how Towner makes your Teams Phone rollout seamless, strategic, and built to scale.

1. Discovery & Planning Phase

We kick off with a workshop—no powerpoints, just questions like:

  • What legacy phone trunks and number blocks do you still own?

  • Do you have satellite offices (Kansas City, Overland Park, Lee’s Summit, Columbia, Jefferson City)?

  • What are your busiest call routes and where do calls stall?

That’s why we use the framework provided by Microsoft’s own deployment guides (for example: license assignment, PSTN connectivity options, and emergency calling planning) to map your roadmap.
Outcome: A clear plan with milestones, no surprises, and your area-code identity preserved.

2. Connectivity & Number Porting

This is where legacy systems trip up. Towner handles everything:

  • Choosing the right PSTN path (Calling Plan vs Operator Connect vs Direct Routing)

  • Porting day-of-go-live numbers so your 816/913 stays yours

  • Configuring emergency addresses and fail-over routes

We include this step because Microsoft calls it “choose a PSTN connectivity option” in their setup guide. Microsoft Learn
Outcome: Calls inbound and outbound work day one, no dropped frames, no ghost numbers.

3. Pilot & Adoption

Rather than flipping everyone at once, we roll out a pilot — maybe your support desk or sales team. We monitor:

  • Call quality metrics and device health

  • User satisfaction and experience

  • Routing and auto attendant logic

Microsoft recommends this phased deployment approach for smooth transition. Microsoft Adoption
Outcome: Early wins, user buy-in, and a fine-tuned system before full roll-out.

4. Full Launch & Optimization

Once the pilot is proven, we accelerate to all seats. Then:

  • Integrate with your CRM, help-desk, and workflows

  • Activate real-time analytics so you’re measuring: missed calls, queue times, first-call resolution

  • Deploy training for employees (focusing on Teams Phone, not just “here’s the phone button”)

Outcome: A communication system that actually works for your team—not against them.

5. Managed Support & Continuous Improvement

Ultimately, you’re not a phone company — you’re running one. Towner keeps things sharp by:

  • Monitoring voice quality and rack health

  • Handling number changes, new users, or move/-adds

  • Keeping you ahead of updates, AI features, and UCaaS trends

Outcome: Your phone system doesn’t stagnate. It evolves.

Why Working With Towner Works for Midwest & Kansas City Businesses

  • Local numbers? You keep them.

  • Hybrid workforce? They’re covered from desk, home, and mobile.

  • Compliance (HIPAA, etc.)? Handled.

  • Support local? 100%.

Bottom Line

Towner doesn’t just deploy Teams Phone. We embody it—taking your business from legacy phone chaos to modern communication control.
After all, your voice system shouldn’t slow you down; it should propel you forward.

FAQs About Microsoft Teams Phone

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How to Make Workplace Collaboration Suck Less (and Actually Work)

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How to Make Workplace Collaboration Suck Less (and Actually Work)

Collaboration is a fancy word for “trying to get Steve from Accounting to answer an email before the fiscal year ends.” Everyone says they want more of it, but most of the time it’s like planning a group vacation—too many opinions, nobody agrees on the Airbnb, and someone inevitably forgets the sunscreen.

At Towner, we’ve sat front row to the chaos (and occasionally refereed it). The good news? Collaboration doesn’t have to feel like a corporate trust exercise gone wrong. With the right mix of clarity, tools, and actual recognition, teams can stop tripping over each other and start building something that works.

1. Set Clear Goals (But Skip the Soul-Crushing OKRs)

You know what kills collaboration faster than a “Reply All”? Vague goals. If your team doesn’t know where the finish line is, they’ll wander around like it’s a corporate escape room with no exit.

Instead, be weirdly specific. At Towner, we work with clients to define outcomes that don’t require a decoder ring. And it’s not just us saying it—Gallup found that engaged teams (driven by clarity and expectations) see 23% higher profitability and up to 51% lower turnover. That’s more than a good feeling; that’s math.

2. Build Trust (Without the Ropes Course)

Trust isn’t built by falling backward into a coworker’s arms at a mandatory retreat. It’s built when people show up, do the thing they said they’d do, and don’t ghost you mid-project.

Gallup puts it plainly: high-performing teams are characterized by high levels of trust. We’ve seen hybrid teams thrive simply because they practice radical reliability. Turns out, it’s not rocket science—it’s just being dependable.

3. Use Tools to Strengthen Workplace Collaboration

Stop emailing spreadsheets named final-FINAL-v7.xlsx. Please. We beg you.

Collaboration tools are supposed to make life easier, but the reality is app sprawl. By 2021, 80% of workers were using collaboration tools (up 44% from 2019), and almost half report irrelevant notifications—classic digital friction.

And if you’ve ever lost half a day hunting down a doc, you’re not alone. McKinsey estimates knowledge workers spend ~20% of their week just searching for information. That’s a full workday gone. We help clients kill that wasted time with unified tools like Microsoft Teams and Elevate, so “Where’s that file?” stops being a department-wide sport.

4. Recognize Contributions (Not Just With Sad Pizza Parties)

If your recognition strategy is “Friday pizza and a Slack shoutout,” congratulations—you’ve hit the bare minimum.

Recognition done right is retention strategy. In a longitudinal study of 3,447 employees, high-quality recognition reduced voluntary turnover by 45%. And across massive datasets, highly engaged teams show 78% less absenteeism.

Translation: “thank you” isn’t just good manners—it’s ROI. Bonus points if it doesn’t involve lukewarm Little Caesars.

5. Encourage Cross-Functional Projects (When Marketing Actually Talks to IT)

Here’s a secret: innovation doesn’t happen when everyone in the same department keeps recycling the same ideas. It happens when Marketing finally talks to IT… and maybe even invites HR to the party.

The messy hybrid years proved it: productivity depends less on where work happens and more on how it flows across functions. We help clients break down silos with tools that make conversations feel less like carrier pigeons and more like teamwork.

6. Provide Training That Doesn’t Feel Like Detention

If you roll out new tools and say, “Good luck,” you’re not fostering collaboration—you’re starting a Darwinian survival test.

And the data backs it: only 44% of managers receive formal management training, and manager engagement dipped to 27% in 2024. Training and frequent, meaningful conversations are what keep teams engaged. At Towner, we deliver enablement that feels empowering instead of detention with a login screen.

7. Measure Success (With More Than Just Good Vibes)

Collaboration isn’t a “trust your gut” thing—it’s measurable. Look at KPIs like project turnaround time, employee engagement scores, or client response times.

Gallup’s meta-analysis shows engaged teams deliver 18% higher productivity, 23% higher profitability, and 10% more customer loyalty. Those aren’t “good vibes”—those are hard outcomes.

We coach teams to track what actually matters. Because “I think it’s going well” isn’t a strategy—it’s denial.

Workplace collaboration doesn’t have to feel like juggling flaming chainsaws on Zoom. With clear goals, dependable people, the right tools, and actual recognition, your team can move from chaotic energy to productive synergy.

At Towner, we don’t just talk about collaboration—we live it. We’ve helped hybrid teams across Missouri, Kansas, and the broader Midwest find their rhythm without adding yet another app to the pile. And if we can make collaboration work across time zones, personalities, and that one guy who still uses Internet Explorer… we can help your team too.

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Microsoft 365 vs Unified Archiving: What You Need to Know

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Microsoft 365 logo surrounded by icons for Word, Excel, Outlook, and Office on a blue background

Archiving Is Broken (And You Probably Didn’t Know It)

You’re archiving email. Great. Are you archiving about the Teams messages where client decisions get made? The customer calls with verbal approvals? The chat threads where deals are negotiated?

Most businesses are flying blind. Their data lives across silos — email in Outlook, chat in Teams, calls in UC systems, and no way to see the full picture.

That might be fine — until an audit hits, a legal hold is triggered, or a compliance investigation escalates. Worse, the AI engine starts spitting out junk insights because half the context is missing.

Enter: Unified Archiving. One vault for every business conversation.

How Does Archiving Work in Microsoft 365?

Microsoft 365 offers native archiving for email via Exchange Online Archiving. With it, organizations can:

  • Automatically expand mailbox storage up to 1.5 TB

  • Apply retention policies for compliance

  • Search across archived content

The archive is mostly limited to email. To go further, include Teams messages, voice calls, or SMS, you’ll need:

  • Add-ons like Microsoft Purview (E5 license required)

  • Complex setup of connectors and compliance configurations

  • Limited search capabilities (200 item limits in some eDiscovery results)

Even worse, it still won’t touch your UCaaS, contact center, or SMS data.

 

Microsoft 365 Archive vs. Outlook Archive vs. Unified Archiving: A Quick Guide

Outlook Archive

Moves Mail To Local PST

NOT Compliant

Does NOT Cover Teams/SMS/Calls

CAN’T Search Across Channels

ISN’T AI/Analytics Ready 

M365 Online Archive

Cloud Based Archive For Email

Partially Compliant

Does NOT Cover Teams/SMS/Calls

Limited Searchable Across Channels

BASIC AI/Analytics Ready 

Unified Archiving

Centralized Archiving For Email, Teams, Chat, Voice, CC, SMS

Fully Compliant With Tamper-Proof Storage 

Covers Teams/SMS/Calls

 Searchable Across Channels with Metadata Filters

AI/Analytics Ready 

How Long Do Emails Stay in Archive in Office 365?

It depends on your retention policy. Microsoft 365 allows:

  • Default retention periods (e.g. 2 years)

  • Custom policies (based on mailbox type, folder, or user)

  • Manual overrides

Without clear policy enforcement or a compliance officer watching closely, it’s easy for things to fall through the cracks. Especially when users manually delete emails or rely on PST exports.

What Are the Limits of Microsoft 365 Archiving?

  • No omnichannel support — voice, SMS, CC, chat are outside the archive

  • Patchwork integrations — in many cases, require 3rd-party tools

  • Limited audit capabilities — discovery across Teams + Outlook isn’t seamless

  • Not built for AI — disjointed data = bad insights

According to Cryoserver, relying solely on Microsoft 365 can leave compliance gaps and make discovery time-consuming.

Top 5 Mistakes Businesses Make with Email Archiving

Relying on PST files: These personal archive files are easily lost, rarely backed up, and not compliant. Users often save PSTs locally, creating massive risk.

Thinking Microsoft 365 is enough: While M365 provides some retention tools, it wasn’t built for legal discovery or omnichannel coverage. Many organizations assume it’s doing more than it is.

Not including Teams, voice, and chat: Critical business conversations happen outside email. Failing to capture them means exposing your business to litigation risk and compliance violations.

Using multiple tools with no central archive: A third-party backup for email, another for chat, something else for call recording? That’s a discovery nightmare.

Delaying a solution until it’s too late: Discovery requests, legal holds, and regulatory checks aren’t “what ifs.” In reality, they’re “when” moments. If you’re unprepared, you’re exposed.

What Happens During an Audit: With vs. Without Unified Archiving

Here’s how two very different audit days unfold:

Without Unified Archiving:

  • Because Teams and UC data are fragmented, email alone is searchable.

  • Legal requests go unmet or delayed

  • Email is searchable; however, Teams and UC data is fragmented.

  • Risk of non-compliance skyrockets

  • Costs mount due to delays and consultant help

With Unified Archiving:

 

The Case for Unified Archiving (Backed by Intermedia)

With Intermedia’s latest upgrade, businesses can now:

No more silos. No more risk. Just one secure, compliant, AI-ready platform.

“With the addition of Archiving for Microsoft 365 email, we’re strengthening our ability to help businesses retain and protect their communications data across all major channels.” — Irina Shamkova, Chief Product Officer, Intermedia

Should You Use Microsoft 365’s Built-in Archiving?

Use M365 Archive if:

  • Email compliance is the sole requirement.

  • Teams, voice, and chat are not used extensively across the organization.

  • The industry operates under minimal regulatory or governance obligations.

Go Unified if:

  • The organization operates in a regulated sector such as healthcare, finance, education, or legal.

  • Rapid response to audits, legal holds, or discovery requests is a business necessity.

  • Long-term strategy includes AI adoption and structured communications data.

Final Word: One Archive. Zero Blind Spots.

Your conversations don’t just happen in email anymore.

If your archive strategy stops at the inbox, you’re only seeing part of the story — and risking a lot in the process.

With unified archiving, you don’t just protect what matters. Instead, you unlock, compliance, performance, and insight.

Want to see what unified archiving looks like in action?

Schedule a Compliance Strategy Call
Screenshot of Intermedia's Office 365 control panel showing email archiving and protection features for Microsoft 365 users

Microsoft 365 Archiving – Frequently Asked Questions

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Fix Teams Mobile Sync with the New Unite & Elevate Beta

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Fix Teams Mobile Sync with the New Unite & Elevate Beta

If you’ve been missing Teams calls on your mobile, experiencing laggy sync, or struggling with call coordination between devices—you’re not alone. And the fix is finally here.

Intermedia has launched the latest beta version of its Unite and Elevate mobile apps, solving the sync and reliability issues Teams mobile users have faced for months.

Towner is proud to support this rollout, and we’re here to help you get ahead of it—so your team doesn’t miss another critical moment.

Fix Teams Mobile Sync with the New Unite & Elevate Beta

What’s Fixed in the Teams Mobile Beta: Call Sync and Reliability

Let’s be real: the previous Teams mobile experience wasn’t optimized for how modern professionals actually work. This beta changes that.

Here’s what’s now improved:

  • Advanced Sync Mechanism
    Calls between Teams and your mobile app are now tightly coordinated across platforms.

  • Real-Time Call Awareness
    No more missed rings or delayed alerts—your app knows what’s happening in real time.

  • More Reliable Mobile Workflows
    Whether you’re in the office, remote, or moving between devices, the Teams experience stays consistent.

Important: The new Teams Mobile beta will not work correctly unless your Unite or Elevate app is also updated to the beta version. If you’re still using the standard release, expect sync issues to persist.

How to Install the Teams Mobile Beta (Step-by-Step)

Now that you understand what this update unlocks, here’s how to get the Unite or Elevate beta mobile app installed and working on your device. Whether you’re using Android or iOS, these instructions ensure you benefit from the new call sync mechanism and avoid issues with Microsoft Teams integration.

This is a required step to take advantage of the Teams Mobile Beta update—without it, your app will not support the improved sync functionality and may experience bugs or missed calls.

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For Android Users

Download the correct APK file based on your platform:

Installation Steps:

  1. Download the APK directly to your phone.

  2. Go to Settings > Security > Install Unknown Apps (choose the browser or file manager you used).

  3. Enable “Allow from this source.”

  4. Find the APK in your Downloads folder and tap to install.

  5. Once installed, open the app.

For iOS Users

  1. Download the TestFlight app from the App Store.

  2. Tap the relevant beta group:

  3. Tap Join or Accept the invite.

  4. Tap Install to get the latest beta version.

  5. Open the app and begin using it.

Already using a previous version? TestFlight will auto-update you.

Why the Teams Mobile Beta Update Matters for Your Workflow

This isn’t just a polish on your mobile Teams app. This beta release solves core issues that have limited mobile productivity for years—especially for hybrid and frontline teams.

Here’s what it changes:

  • Sales and support teams can now answer incoming Teams calls in real-time, without sync delays or missed notifications—even when switching networks or apps.

  • Executives and managers who work across devices will benefit from better coordination between mobile and desktop sessions. No more missed messages or overlapping alerts.

  • Field staff and hybrid workers finally have a Teams mobile app that keeps calls, status, and chat aligned—even in low-coverage environments.

  • IT teams can now support a mobile Teams rollout without worrying about app drift, outdated sync mechanisms, or shadow-device behavior.

This is the update that makes Microsoft Teams truly mobile-ready—not just available on mobile.

 

Ready to Experience Reliable Teams Mobile Sync?

If you’ve struggled with delayed notifications, dropped calls, or Teams not syncing properly on mobile, this beta update is your solution. With real-time call coordination, improved session handoff, and fully integrated support across Unite and Elevate, the Teams Mobile Beta finally delivers the experience business users have been waiting for.

Here’s what to do next:

1. Update Your Mobile App Today

Use the step-by-step guide above to download and install the correct beta version for your device. This is the only way to unlock the updated Teams sync engine.

2. Start Testing the New Integration

Make and receive calls through Microsoft Teams using the new mobile version. Watch for improvements in call routing, alert responsiveness, and cross-device behavior.

3. Report Any Issues or Feedback

Your feedback shapes the final release. If you encounter problems, report them directly from the embedded app or email teamsmobile@serverdata.net.

4. Need Help with Rollout or Training?

Towner works directly with IT teams, sales departments, and hybrid workforce leads to support successful deployments. If you need assistance configuring the Teams Mobile Beta or training your users, get in touch with us.

Share, Save, and Stay in Sync

  • Bookmark this guide for your onboarding and IT teams

  • Share it with colleagues managing mobile communications

  • Subscribe for future updates on Microsoft Teams integration, mobile optimization, and real-world productivity tools

When mobile Teams just works—your business moves faster. And when Towner helps you make it work, it scales.

Let Us Help You Sync
Fix Teams Mobile Sync with the New Unite & Elevate Beta

Frequently Asked Questions About the Teams Mobile Beta

What’s Next for Teams Mobile and Unite?

This beta release is just the beginning. Future updates may include advanced presence syncing, enhanced voicemail support, and deeper integration with desktop Teams analytics. As Intermedia continues development, Towner will keep our partners and clients one step ahead.

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InformaCast: The Best Mass Notification System in Kansas City

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Diagram of InformaCast mass notification system showing multi-channel alert distribution to dispatchers, mobile devices, digital signage, and staff.

How InformaCast Powers Emergency Communication Across Kansas City

InformaCast is a powerful mass notification and incident management platform developed by Singlewire Software. Over 2,000 organizations nationwide use InformaCast to deliver critical messages rapidly across multiple channels—including IP phones, mobile devices, desktops, and digital signage. As noted by Singlewire’s CTO, “When lives are on the line, speed and clarity matter. InformaCast delivers alerts within seconds, with the confidence of delivery confirmation at every step.”.InformaCast delivers critical messages rapidly across multiple channels—including IP phones, mobile devices, desktops, and digital signage—so recipients receive the right information at the right time.

In Kansas City and throughout Missouri and Kansas, businesses, schools, hospitals, and municipal agencies are turning to InformaCast to strengthen communication, reduce response times, and improve safety outcomes. InformaCast delivers critical alerts fast. It works for active threats, weather emergencies, or even routine updates—so the right people always get the message.

Mass Notification Systems: Why InformaCast Is the Superior Choice

Many organizations find that traditional mass notification systems—like AlertKC or NotifyMe—limit their capabilities and leave critical communication gaps. 

They often rely only on email or SMS, which leads to missed messages, delays, and gaps in coverage. These systems usually lack automation, integration, and multi-channel delivery—features InformaCast provides out of the box.

InformaCast is a next-generation alternative that offers:

  • Multi-channel delivery (voice, text, visual)

  • Geofencing and location-based alerts

  • Integration with physical devices like panic buttons and fire alarms

  • Cloud scalability and on-premise control

  • Automation of routine and emergency messages

Tangible Benefits of Adopting InformaCast

1. Faster Emergency Response Times

In a critical event, seconds matter. A 2023 study by the National Emergency Communications Association found that organizations using automated mass notification systems like InformaCast reduced incident response times by an average of 42%. InformaCast triggers and delivers alerts in under 10 seconds. This automation cuts down response times and keeps teams informed when it matters most.

2. Cost Efficiency Through Consolidation

Replacing multiple single-use tools with a centralized system saves money on software licenses, training, and maintenance. InformaCast integrates seamlessly into existing VoIP systems and digital signage, maximizing infrastructure ROI.

3. Improved Safety and Compliance

Whether adhering to HIPAA in healthcare or ensuring OSHA compliance in warehouses, InformaCast’s audit trails, delivery confirmations, and escalation protocols support regulatory requirements.

4. Scalability and Customization

InformaCast fits any organization—from small call centers to large campuses. You can customize alerts by department, floor, or location.

 

Solving Mass Notification System Challenges with InformaCast

Implementation Costs

The initial setup can feel daunting, especially for SMBs. However, cloud-based options lower capital investment. For Kansas and Missouri businesses eligible for grants or incentives, Towner can support integration at reduced cost.

System Integration

InformaCast integrates with:

  • Cisco and Avaya VoIP phones

  • Microsoft Teams

  • Zoom Rooms

  • Mobile push notification systems

Towner provides full implementation support including testing, training, and customization.

User Adoption

The intuitive interface allows staff to send alerts in 2-3 clicks. With training materials, mobile apps, and templates, user onboarding is swift and effective.

How It Works: InformaCast Technology Under the Hood

InformaCast operates on a hybrid-cloud architecture:

  • Cloud-Based Core: Enables scalability and remote management

  • On-Premise Edge: Connects to local devices and security systems

Key Features:

  • Location-based notifications using geofencing

  • Panic button activation triggering pre-defined alert scenarios

  • Audio paging + desktop pop-ups to reach all environments

  • Two-way communication for confirming safety or requesting help

Case Studies: How Kansas City Organizations Use InformaCast

Healthcare (Kansas City, MO)

A large regional health system uses InformaCast to reduce Code Blue response time by 22%. By integrating with nurse call systems and mobile paging, alerts reached on-call staff instantly—improving response coordination and potentially saving lives.

Banking (Overland Park, KS)

A regional bank consolidated three communication tools into one streamlined InformaCast platform, saving $35,000 annually. They now automate weather alerts, security lockdowns, and internal banking protocol updates across multiple branches.

K-12 Education (North Kansas City School District)

The district uses InformaCast for more than emergency alerts. It manages daily bell schedules, supports lockdown protocols, and broadcasts weather-related messages. Notifications reach students and staff simultaneously through PA systems, desktop pop-ups, and mobile apps, improving safety and reducing communication gaps.

Office workers receiving InformaCast active shooter alert on digital signage, desktop, and mobile devices for immediate emergency response.

Future-Proofing Your Communication: Trends in Mass Notification

AI-Powered Alerts:

InformaCast uses AI to automate decision trees and predict escalation paths, reducing manual input and response delays during fast-moving incidents.

IoT Integrations:

InformaCast connects with physical systems like fire panels, badge readers, and HVAC controls to trigger or amplify alerts automatically in real-time.

BYOD Support:

The platform enables staff to receive and confirm alerts on their personal devices through secure mobile apps, increasing reach without additional hardware.

Virtual Incident Rooms:

InformaCast integrates with collaboration tools like Microsoft Teams and Zoom, enabling real-time coordination among emergency response teams during active events.

How to Implement InformaCast in Your Organization

Step-by-Step Rollout Plan

  1. Assessment – Evaluate your current communication tools, emergency protocols, and infrastructure. Identify gaps, risks, and key stakeholders.

  2. Planning – Define the types of alerts you’ll use, establish user roles and permissions, and map integration points across your devices and platforms.

  3. Configuration – Set up InformaCast with customized templates, triggers, groups, and delivery channels tailored to your organization’s needs.

  4. Testing – Conduct live drills and diagnostic testing across all devices and locations to ensure system performance and message delivery.

  5. Training – Deliver structured training sessions for IT teams, emergency coordinators, and end-users. Use simulation exercises and quick-reference guides.

  6. Go-Live – Deploy InformaCast in phases or all at once. Monitor system adoption and provide follow-up support for refinements.

Compliance & Security

  • HIPAA: Enforce role-based access controls and encrypt all patient-related messages to meet healthcare compliance.

  • GDPR: Enable opt-in/opt-out tracking, data minimization, and audit trails for contact data security.

  • Redundancy: Ensure business continuity with dual-data center backups, disaster recovery protocols, and high-availability configurations.

Measuring ROI from a Mass Notification System Like InformaCast

According to Towner’s Director of Implementation, “Organizations are often surprised to see how quickly InformaCast pays for itself. What starts as an emergency tool ends up driving efficiency across all operations—from streamlining communication workflows to minimizing operational delays.

Key ROI Metrics to Track

  • Time Saved per Incident: Compare pre- and post-deployment resolution timelines to measure responsiveness.

  • Reduction in Downtime: Calculate productivity gains during outages, lockdowns, or IT service interruptions.

  • Labor Cost Savings: Measure reduced reliance on manual communication methods or redundant software tools.

  • Compliance Cost Avoidance: Assess potential savings from avoided regulatory fines or delayed response liabilities.

Sample ROI Calculation

Let’s say an unplanned outage costs $5,000/hour. If InformaCast reduces average incident resolution by 30 minutes, that’s a savings of $2,500 per event. Multiply that by even one incident per month, and the system pays for itself in under six months.

To support budgeting decisions, you can also factor in cost offsets from eliminated communication tools, reduced emergency drill hours, or decreased IT support workload.

Why Kansas City Organizations Trust Towner for InformaCast

Towner is locally based, WBE-certified, and deeply experienced in communication system deployments across Kansas and Missouri. We’ve helped institutions like Atchison Schools and Major healthcare providers strengthen their emergency readiness and streamline operations. With a consultative approach, we guide every client through strategy, customization, and implementation—ensuring that every solution aligns with your goals, your team, and your budget.

InformaCast FAQs: Answers to Common Mass Notification Questions

Take the Next Step in Modernizing Your Emergency Communications

Reach out today to schedule your personalized InformaCast demo and see how a world-class mass notification system can transform the way your organization communicates.

Get a Quote That Could Save Lives

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Kansas City VoIP Phone Systems: A Business Owner’s Guide for 2025

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Kansas City’s iconic J.C. Nichols Fountain in the Country Club Plaza at sunset — featuring local landmarks in Towner Communications’ guide to VoIP phone systems

Is your business phone system stuck in the dial-up days—complete with tangled cords, dropped calls, and outdated technology? Kansas City businesses are making the switch to VoIP (Voice Over Internet Protocol) systems—and it’s not just because it’s trendy. VoIP is revolutionizing the way companies communicate, collaborate, and connect, all while slashing costs and boosting productivity.

At Towner, we’ve been Kansas City and the Midwest’s trusted telecom partner since 1947. From analog to digital, landlines to the cloud, we’ve seen it all—and we’re here to help your business navigate the future of communication with confidence.

This Business Owner’s Guide covers everything you need to know about VoIP phone systems in Kansas City: key benefits, must-have features, frequently asked questions, and why partnering with a local provider like Towner makes all the difference. Let’s dive in.

Smiling professionals using VoIP phone systems — Towner Communications’ guide to modern business communication solutions for Kansas City businesses

What is VoIP and How Does It Work?

VoIP—Voice Over Internet Protocol—transforms your voice into digital data, then routes it over the internet instead of through old-fashioned copper wires.

Here’s how it works:

1: Your voice is converted into digital packets.

2: those packets travel over your business’s internet connection.

3: the receiving system reassembles the data into voice on the other end.

VoIP integrates seamlessly with the apps and tools your team already uses—think email, chat, and video conferencing—so your communication is faster, easier, and more reliable than ever.

Want to learn how VoIP Solutions in Kansas City can modernize your business? Click here.

Why Kansas City Businesses Are Choosing VoIP

VoIP isn’t just another buzzword—it’s a game-changer for businesses of all sizes.

Here’s why Kansas City businesses are making the switch:

Cost Savings: Cut the cord on expensive phone lines and outdated hardware. VoIP typically slashes your monthly phone bill.

Remote and Hybrid Flexibility: Keep your team connected—no matter where they work.

Scalability: Add or remove lines and features as your business grows.

Local Service and Support: Towner Communications offers 24/7 support from real people right here in Kansas City.

Explore our Business Phone Systems for Kansas City to see how we can tailor solutions to your team’s needs.

Graph showing global mobile VoIP market growth from USD 48,390.3 million in 2021 to USD 165,327.3 million in 2028 — highlighting a CAGR of 19.5%

Must-Have VoIP Features for Kansas City Businesses

Choosing the right VoIP system is about more than just making calls. Here’s what Kansas City businesses can’t live without:

Advanced Call Routing and Forwarding: Never miss an important call.

CRM and Microsoft Teams Integration: Keep your communication tools in one place—ask us about our Microsoft Teams Integration.

Voicemail-to-Email Transcription: Read voicemails like an email—no more hunting through messages.

Conference Calling and Collaboration: Bring your team together, wherever they are.

Enterprise-Grade Security: Keep every call safe and secure with encryption and authentication.

Looking to integrate Microsoft Teams? Let’s talk about how our solutions make it seamless.

Download Feature Guide

How to Choose the Right VoIP Provider in Kansas City

Not all VoIP providers are created equal. Here’s how to pick one that truly supports your business:

Local Expertise: You need a partner who understands the Kansas City market and can deliver on-site support when needed.

24/7 Support: Because business doesn’t sleep—and neither should your phone system.

Proven Track Record: At Towner Communications, we’ve been helping Kansas City businesses communicate better since 1947. Learn more about Towner Communications.

Custom Solutions: One size doesn’t fit all. Look for a provider who tailors VoIP solutions to your unique needs.

Partner with Towner  and see why businesses trust our VoIP Solutions in Kansas City.

Success Stories

A Kansas City-based construction firm with multiple job sites turned to Towner Communications for a VoIP upgrade. They reduced their phone bills by 35%, improved team collaboration with Microsoft Teams Integration, and finally got the 24/7 local support they needed—no more waiting days for service. That’s what we call building success.

FAQs: Everything You Wanted to Ask About VoIP

Diagram comparing hidden costs of on-premises software versus cloud computing — featuring iceberg illustration highlighting software licensing, hardware, IT personnel, maintenance, and training expenses

Need help with Customer Portal and Training Resources to get the most from your system? Visit our support page.

Let’s Talk

Ready to upgrade your phone system and bring your business into the future?

Contact Towner Communications today for a free consultation and see how VoIP can transform your communication.

schedule your demo online

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Business Texting Best Practices: Towner’s Guide to Compliance and ROI

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Person using smartphone to send business text messages, illustrating business texting best practices for compliance and engagement

Let’s face it—your customers live on their phones. A quick tap is all it takes to grab their attention, and that’s why mastering business texting best practices isn’t just smart—it’s essential. With 98% open rates (compared to email’s 28–40%) and 90% of texts read within three minutes, SMS is the MVP of business communication. Done right, it builds trust, loyalty, and ROI. Done wrong? Lawsuits, fines, and blacklisted numbers faster than you can say “STOP.”

At Towner, we believe texting shouldn’t feel like navigating a legal minefield. We’re here to help you send messages that get opened, get responses, and keep you out of hot water. This guide covers everything—legal requirements, must-have features, real-world templates, and even the nerdy compliance stuff. Because let’s be real: no one wants a court date from a text.

Mobile Activity Engagement Trends for 2024 and 2025

Table of Contents

1. Understanding the Regulatory Landscape

Federal Regulations: TCPA Essentials

Since 1991, the Telephone Consumer Protection Act (TCPA) has been the law of the land—protecting consumers from auto-dialed marketing messages. And trust us, those fines pack a punch: $500–$1,500 per violation, with the average TCPA lawsuit costing around $413,000.

Translation? If you’re not getting clear opt-in consent, you’re playing with fire.

New 2025 Updates: What’s Changed

The FCC recently doubled down on clarity: opt-outs must be honored via any reasonable means—not just “STOP.” That means if someone emails, fills out a web form, or politely asks you to knock it off, you’re legally bound to make it happen.

Our mantra at Towner: “If they opt out, you opt out.”

CTIA & Carrier Rules

It’s not just Uncle Sam with rules. Carriers and trade groups like the CTIA and MMA expect businesses to follow ID, opt-in, and frequency guidelines—or risk having your number blocked faster than you can say “oops.”

State and Global Considerations

Some states, like Florida and Oklahoma, aren’t messing around—they’ve got stricter daily messaging caps. And if you’re texting anyone in the EU, you’d better know your way around GDPR—that’s explicit consent and data privacy on a whole new level.

  • Missouri

    • Sunshine Law includes texts
      Under Missouri’s Sunshine Law, text messages related to government business are considered public records and may need to be disclosed subject to exemptions for privacy or security 

      Towner recommendation: If your business handles public sector communications (e.g., municipal notices), treat those texts as recordable—maintain logs and retention schedules for transparency and compliance.

    • Telemarketing call restrictions
      While primarily focused on calls, Missouri law limits telemarketing between 8 p.m. and 8 a.m., bans profane content, and allows consumer private actions up to $5,000 per violation.

Towner advice: Even though it’s call-centered, sending texts during no-call hours could be viewed as misconduct if tagged under telemarketing. Check timing and content carefully—especially when campaigns target business hours.

  • Kansas

    • Open Records Act covers texts
      Electronic communications—including texts—related to public business are subject to disclosure under Kansas’s Open Records Act.

      Towner tip: Treat governmental or public organization texts with the same rigor as official communications. Archive them, enable audit trails, and escrow records if necessary.

    • Consumer Electronic Mail Act applies broadly
      Kansas law (modeled after CAN-SPAM) requires that any promotional electronic communication—including SMS—use clear identify-as-advertisement language, contain valid sender contact info, and provide a functional opt-out mechanism 

      Towner guidance: For texts to Kansas residents, add disclaimers like “ADV:” or “Ad:” at the front, include opt-out instructions and contact info—even if it’s SMS rather than email.

2. Compliance Best Practices: Essentials for Every Campaign

1. Consent Clear and Documented

Double opt-in isn’t just best practice—it’s insurance. Use text keywords, checkboxes, and follow-up confirmations. Log everything—timestamps, IP addresses, even screenshots if needed. Keep them handy for at least four years, so if anyone questions your compliance, you’re ready.

2. Prompt and Universal Opt-Out Handling

Every message needs a clear “Reply STOP to unsubscribe” line—no excuses. A SimpleTexting study found that businesses that make opt-out easy see 217% higher customer satisfaction. Honor those requests everywhere—SMS, email, even verbal—and shut it down within 10 business days.

3. Identify Your Brand and Purpose

It’s not just polite—it’s required. Every text needs your business name, why you’re texting, opt-out instructions, and a heads-up that “Msg & data rates may apply.”

Pro tip: Transparency = trust. Don’t make them guess who’s sending those texts.

4. Respect Timing and Frequency

The magic window: 8 a.m.–9 p.m. in your customer’s local time zone. Outside that? It’s bedtime, not text time. And watch those frequency caps—some states only allow a few texts a day, max.

5. Keep Content Professional and Compliant

SHAFT content (Sex, Hate, Alcohol, Firearms, Tobacco) is a hard no. If you’re not sure if it’s too edgy, it probably is.

Side-by-side visual examples of opt-in and opt-out text messages for business texting compliance, illustrating required consent language and unsubscribe instructions.

3. Advanced Best Practices for Effective Campaigns

Think you’ve got the basics covered? Good—now let’s talk about the strategies that separate the pros from the rest. At Towner, we’ve seen too many businesses treat SMS as a “set it and forget it” channel—big mistake. Here’s how to turn compliance and engagement into your secret weapons:

Use local, toll-free, or short codes that are registered and vetted—trust is everything.


Your sender number is your handshake with customers. Use a local long code to build familiarity—people trust local numbers more than random digits. For high-volume or marketing-heavy campaigns, short codes (think 5-6 digits) are king—they’re easier to remember and come with built-in carrier vetting. Toll-free numbers are a solid option too—great for support lines and nationwide campaigns. But whatever you choose, make sure it’s properly registered with your carrier (CTIA) and audited to prevent spam filters from sidelining your efforts.

Set clear expectations up front—no surprises, no confusion.


We’ve all been there: you sign up for something and suddenly your phone’s blowing up at 2 a.m. Not a good look. During your opt-in flow, tell subscribers what they’re getting: is this daily promos, weekly appointment reminders, urgent notifications? Be explicit about frequency, message types, and—yes—mention that standard message and data rates may apply. Transparency builds trust.

Automate suppression so no one slips through the cracks.


Nothing tanks a campaign’s credibility faster than ignoring opt-outs. One angry recipient—and you could face a lawsuit. Use a reliable SMS platform (or Towner’s recommended vendors) that automatically scrubs contacts who text “STOP,” “QUIT,” or any variation. Advanced tools even recognize slang opt-outs like “leave me alone.” Automation is the difference between confident compliance and a compliance nightmare.

Train your team—because your compliance is only as strong as your weakest link.


A single mistyped text can land you in legal hot water. Hold annual compliance workshops and regular refreshers. Teach your team the dos and don’ts, from opt-in best practices to tone of voice and timing. And don’t just train your marketing team—anyone sending texts (sales, support, billing) should be in the know.

Audit often—a quick review today beats a big fine tomorrow.


Compliance isn’t a one-and-done deal. Schedules shift, regulations tighten, your audience evolves. Regular audits (quarterly at minimum) of your opt-in processes, message content, suppression lists, and timing protocols keep your campaigns clean and trustworthy. It’s the business texting equivalent of a pre-flight checklist: do it before you hit send.

Why It Matters

The reality? Customers are overwhelmed with messages—and regulators aren’t messing around. These advanced best practices don’t just keep you legal; they build the kind of trust and reliability that makes your messages stand out in a crowded inbox. At Towner, we call it compliance with confidence—and it’s how you turn business texting from a risk into a revenue driver.

4. Features that Power Next-Level Campaigns

Dynamic Opt-In Flows

Double opt-in, tracked like a pro.

Time-Zone-Aware Scheduling

Because 2 a.m. texts are never welcome.

Automated Opt-Out Handling

Recognize “STOP,” “unsubscribe,” or even the occasional “leave me alone.”

Compliance Dashboards

Real-time metrics that make audits a breeze.

Pre-Approved Templates

Save time, stay compliant.

Multi-Channel Suppression

If they’re out, they’re out everywhere—SMS, email, you name it.

5. Real-World Templates

Quick tip: Every message needs your brand, your reason, and an opt-out. It’s that simple.

Use Case

Example Message

Promotional

Appointment

Conversational

“FLASH sale today only! 20% off heels. Msg & data rates may apply. Reply STOP to unsubscribe.”

“Your service is confirmed for June 20 at 2 p.m. Reply HELP or STOP to unsubscribe.”

“Hi Jane—saw your inquiry. What works better this week for a call about XYZ?”

Infographic showing nine essential business texting best practices, including verifying business texting numbers, getting opt-in consent, setting expectations, managing opt-outs, timing messages, avoiding prohibited content, and researching local texting regulations.

Frequently Asked Question About Business Texting

Ready To Get Texting

Ready to take the guesswork out of SMS compliance? At Towner, we help businesses like yours build text marketing campaigns that are both effective and bulletproof. Contact us today for a free SMS compliance audit—and start sending texts that get opened, get read, and get results.

Call Towner
Woman smiling and using her mobile phone to send a business text, illustrating best practices for SMS marketing compliance, including consent, timing, and transparency.

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Kansas City’s Guide to Microsoft Teams Network Monitoring

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Person holding a smartphone displaying Microsoft Teams login screen, with business performance charts and data in the background, representing call quality and network monitoring solution

In today’s hybrid work environment, Microsoft Teams network monitoring has become essential for businesses that rely on seamless collaboration. While Teams is a powerful platform, its performance depends heavily on local network stability and quality. Even small network issues—like latency, jitter, and packet loss—can cause poor call quality, dropped meetings, and significant productivity loss. To maintain a reliable Teams experience, implementing robust network monitoring solutions is critical. For Kansas City businesses, a trusted partner like Towner Communications ensures your Microsoft Teams platform runs smoothly, with optimized call quality and reduced downtime.

Why Microsoft Teams Performance Matters

Microsoft Teams usage has skyrocketed, with over 320 million monthly active users (Statista, 2024). Yet, 70% of Teams call quality issues stem not from Microsoft’s cloud infrastructure but from local network conditions—your LAN, ISP, firewalls, and endpoint configurations. This places the responsibility for performance squarely on your IT team and network infrastructure.

The Business Impact of Poor Teams Performance

When your network can’t keep up, the ripple effects impact every corner of your organization:

  • Lost Productivity: Employees spend an average of 4.3 hours per week troubleshooting Teams issues (Forrester, 2023).
  • Customer Frustration: In industries like healthcare and financial services, even a 5-second delay in a critical Teams call can lead to miscommunication and lost trust.
  • Competitive Disadvantage: 72% of business leaders say poor collaboration tools impact their ability to innovate (Harvard Business Review, 2024).
  • Reputation Damage: Imagine a high-profile Teams meeting with your largest client marred by choppy video and dropped calls.

Why Local Networks Matter More Than You Think

Many companies assume that since Teams is hosted in Microsoft’s cloud, the burden of performance is on them. Wrong. Microsoft’s SLA guarantees 99.9% uptime on their end—but they don’t control your local infrastructure.

  • Last Mile Performance: In Kansas City, ISP packet loss rates can range from 0.5% to 2%, enough to degrade call quality significantly.
  • Wi-Fi Congestion: According to Cisco’s 2024 Enterprise Network Report, 85% of Teams users work on Wi-Fi at least part of the time, and 70% of corporate Wi-Fi networks are oversubscribed, leading to packet drops and jitter.
  • Device Configuration: Gartner estimates that 1 in 5 Teams issues are caused by endpoint misconfigurations—outdated NIC drivers, poor QoS settings, or conflicting security software.

The High Cost of “Good Enough” Networks

Too often, businesses think “good enough” is sufficient—until it isn’t. A single hour of Teams downtime costs the average mid-sized business in the Midwest $4,500 in lost productivity (IDC, 2023).

Fact: Organizations that invest in proactive network monitoring see 32% fewer call quality issues and 19% higher user satisfaction (Nemertes Research).

 

Understanding Microsoft Teams Network Requirements

Before diving into monitoring solutions, it’s essential to understand the technical thresholds every IT leader should know.

Bandwidth Requirements:

Teams’ performance is bandwidth-intensive, especially for video and screen sharing:

Activity

Audio Calls

Video Calls (1:1)

Video Meetings

Screen Sharing

Minimum

58 kbps

150 kbps

250 kbps

200 kbps

Recommended

76 kbps

1.5 Mbps

2.5 Mbps

1.5 Mbps

Best Performance

100 kbps

4 Mbps

4 Mbps

4 Mbps

Tip: These are per endpoint—so if a user joins on both their laptop and phone, double it.

Latency (Round-Trip Time)

High latency leads to talk-over, echo, and frustration.

Metric

Optimal

Acceptable

Poor

Threshold

<100 ms

<200 ms

<300 ms

Jitter

Inconsistent packet arrival results in choppy audio/video.

Metric

Optimal

Poor

Threshold

<30 ms

>30 ms

Packet Loss

Even small losses can kill call quality.

Metric

Optimal

Acceptable

Poor

Threshold

<1%

1% – 2.5%

>2.5%

Tools for Monitoring & Analysis

When it comes to ensuring a seamless Microsoft Teams experience, monitoring and analysis tools are your first line of defense against call quality issues. Microsoft offers a suite of built-in tools designed to help IT teams in Kansas City—and beyond—proactively manage network performance, identify problem areas, and ensure consistent Teams call quality.

Call Quality Dashboard (CQD)

The Call Quality Dashboard (CQD) is a robust, web-based analytics tool that aggregates call and meeting data across your entire organization. It’s your high-level view into how Teams is performing, allowing you to slice and dice data by:

  • Region or Office Location: Identify if specific sites—like your Kansas City headquarters or satellite offices—experience more Teams issues than others.

  • Departments or User Groups: Pinpoint which teams (e.g., customer service vs. finance) face the most call drops or latency problems.

  • Time Periods: Analyze performance trends over time—are issues happening at certain times of day, or after network changes?

Best Practice:
Set up custom reports in CQD to monitor key metrics like packet loss, jitter, and average call quality score. Review these weekly to catch trends before they become user complaints.

Call Analytics

While CQD gives you a macro view, Call Analytics offers a micro view—perfect for troubleshooting individual calls or meetings. Think of it as your IT detective toolkit. With Call Analytics, you can:

  • Drill Down on a Single Call: See device details, user endpoints, network path, and specific call metrics.

  • Identify Root Causes: Determine if issues stem from the user’s Wi-Fi, their VPN, or a local network configuration.

  • Resolve Issues Faster: With real-time insights, IT teams can quickly implement fixes and follow up with users.

Best Practice:
Integrate Call Analytics into your help desk workflow so your support team can resolve complaints faster—and impress end-users with speedy solutions.

Power BI Integration

For even deeper insights, export your CQD data to Power BI. This integration allows you to:

  • Create Custom Dashboards: Visualize trends in latency, jitter, and packet loss across multiple offices in Kansas City.

  • Correlate Network Data: Combine Teams call data with ISP performance or VPN configurations to find hidden performance bottlenecks.

  • Share Reports with Leadership: Build executive-friendly dashboards that translate tech-speak into actionable business insights.

Best Practice:
Set up automated Power BI dashboards with daily or weekly refreshes to give IT and leadership teams a real-time snapshot of Teams health.

Pro Tip: Don’t Stop at Microsoft’s Tools

While Microsoft’s tools are a great starting point, Towner Communications recommends supplementing them with third-party solutions like:

  • For synthetic testing and real-time diagnostics.

 

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    Obkio: For comprehensive network path monitoring.

  • Martello’s Vantage DX: For detailed hop-by-hop network analysis.

 

Why? Because layering these solutions gives Kansas City businesses a 360-degree view of their Teams performance—from the cloud to the last mile.

Towner’s Microsoft Teams Network Monitoring Solution

At Towner Communications, we understand that Kansas City businesses need more than just basic monitoring—they need a partner who’s invested in their success. Our Microsoft Teams Network Monitoring Solution is designed to deliver seamless performance, crystal-clear call quality, and peace of mind.

Here’s how we make that happen:

24/7 Performance Monitoring

Unlike one-size-fits-all tools, we continuously monitor your entire Microsoft Teams environment, including:

  • Latency: Ensuring calls don’t experience delays or talk-over issues.

  • Jitter: Stabilizing packet delivery to avoid choppy audio/video.

  • Packet Loss: Proactively catching data drop-offs that cause call disruptions.

Why It Matters:
With Kansas City’s mix of ISPs, office setups, and remote users, issues can strike anytime. Our real-time dashboards and instant alerts mean we catch problems before they reach your users—keeping productivity high and headaches low.

Root Cause Analysis

Most providers stop at telling you there’s a problem—we go further. Our team performs deep-dive diagnostics to pinpoint:

  • LAN Issues: Wi-Fi congestion, misconfigured switches, or aging cabling.

  • ISP Bottlenecks: Kansas City’s unique ISP mix means some providers excel while others lag.

  • Microsoft Service Hiccups: Rare, but they happen. We’ll confirm it’s not on your end.

Why It Matters:
No more finger-pointing between IT, vendors, and ISPs. Towner’s approach identifies the real cause and builds an action plan that gets you back on track fast.

ISP Performance Benchmarking

We don’t just monitor your internal network—we hold your ISP accountable.

  • Benchmark Reports: We compare your ISP’s performance to industry standards and competitors.

  • Service Level Agreement (SLA) Validation: We help ensure your ISP is meeting promised speeds and reliability.

  • Local Expertise: Our Kansas City team knows the local ISPs by name—and by reputation.

Why It Matters:
If your ISP is underperforming, your Teams calls suffer. We empower you to have data-driven conversations with your provider, so you get the service you’re paying for.

Custom Alerts & Dashboards

We build tailored dashboards for your team so you can see:

  • Real-time call quality scores.

  • Geographic hotspots for performance issues (think local offices, remote users).

  • Historical trends to help plan for growth.

Plus, custom alerts keep you informed—without overwhelming you.

Why It Matters:
You get actionable insights, not just raw data—so your IT team can spend less time troubleshooting and more time innovating.

Network Path Verification

Your Teams performance depends on every hop between your user and Microsoft’s cloud. We verify:

  • VPN Configurations: Avoiding bottlenecks that slow down calls.

  • DNS Performance: Ensuring fast, reliable name resolution.

  • Firewall Rules & Edge Devices: Confirming traffic is optimized for Teams.

Why It Matters:
Misconfigurations in these areas are among the top causes of Teams call quality issues—and they often go undetected without specialized tools. Towner’s expertise means we catch these issues before they become user complaints.

 

Microsoft Teams Monitoring 1

Why Towner Stands Out

Local Expertise:

We’ve been Kansas City’s telecom leader since 1947.

Proactive Monitoring:

We catch issues before they impact your users.

Actionable Data:

Our insights turn numbers into solutions.

End-to-End Support:

From ISPs to cloud services, we’ve got you covered.

Ready to Experience Teams at Its Best?

Let’s turn your Microsoft Teams into the collaboration powerhouse it was meant to be. Contact Towner Communications today for a FREE Network Assessment—and discover how we can make your Teams environment seamless, reliable, and headache-free.

Monitor Your Cloud Solution

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Shield Your Business: How to Block Spam Calls and Keep Your Team Focused

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Shield Your Business: How to Block Spam Calls and Keep Your Team Focused

You’re not imagining it—spam calls are out of control.

In fact, the FCC reports that unwanted robocalls are the #1 consumer complaint year after year. But here’s the twist: they’re no longer just a consumer problem. Businesses are now drowning in spam calls too.

For companies with live-answer phone systems, these calls aren’t just annoying. They’re disruptive. They eat up staff time, flood your call logs, and in some cases, they open the door to fraud and phishing schemes. At Towner, we’ve been fielding calls from frustrated clients asking how to shut these calls down—for good.

The good news? You’ve got options. And we’re going to walk you through the best of them.

Let’s talk about how to block spam calls and take back control of your business phone system.

Why Spam Calls Are a Bigger Threat Than You Think

  • Lost Productivity: Every second your team spends answering junk calls is time they’re not helping customers.

  • Security Risk: Many of these calls are phishing scams in disguise—”This is your IT department, we need your login credentials.” Sound familiar?

  • Customer Frustration: Spam calls can clog your phone lines during peak times, making it harder for real clients to reach you.

According to a 2024 report from Truecaller, U.S. businesses lose an estimated $10 billion a year in productivity due to spam calls. That’s not a typo.

 

Step 1: Block Numbers in Your Elevate Admin Portal

Blocking numbers is your first line of defense. If you’re a Towner client using the Elevate system, here’s how to do it.

How to Block Spam Calls in the Elevate Admin Portal:

  1. Log into your Elevate portal.

  2. Go to Call History.

  3. Find the offending number and click Details.

  4. Select Block This Number.

  5. Choose which users you want to apply the block to.

  6. Confirm the number is now listed in your Blocked Callers List.

Pro Tip: Make it a weekly habit to check call history for any new spam activity.

Train Your Team:

Encourage employees to flag suspicious numbers. Spam tactics evolve quickly, and your team is your best front-line defense. 

Click Here For All The Towner Training

Step 2: Use an Auto Attendant to Filter Out the Noise

Robocalls don’t like menus. That’s where an auto attendant can make a real difference.

Auto attendants help reduce spam by creating a layer of interaction that robocall bots can’t navigate.

What is an Auto Attendant?

Think of it as a virtual receptionist. It greets every caller with a recorded message and routes them to the right person or department.

“Press 1 for Sales, 2 for Support, 3 for Billing.”

Robocalls can’t press buttons. Most drop off right there.

How to Set Up an Auto Attendant in Elevate:

  1. Log into the Elevate Admin Portal.

  2. Click Auto Attendant in the left menu.

  3. Select your Main Auto Attendant.

  4. Click the ••• (More Options) to edit greetings.

  5. Customize your open and after-hours messages.

  6. Set up call routing by department or function.

  7. Save and test your new setup.

Pro Tip: Keep your greeting concise and make sure it sounds professional. The goal is to give legit callers confidence—and knock robocalls off the line.

Even Better Pro Tip: Have Towner set up your Auto Attendant for you—complete with Qued, our affordable and fully customizable marketing-on-hold solution. It’s an easy way to turn hold time into brand time. Use that moment to reinforce your services, promote specials, and keep your business top-of-mind—all while filtering out spam calls before they ever reach your team.
Call Us We'll Set It Up For Ya

Additional Tips to Minimize Spam Calls

  • Don’t Engage With Spam Callers: If you answer and interact, they know your line is active.

  • Use Call Reporting: Monitor reports to identify patterns and new threats.

  • Report Persistent Numbers: Share repeat offenders with your telecom provider.

  • Stay Educated: Train your team on how to spot and handle suspicious calls.

Why Towner?

Because we don’t just sell phone systems—we make them work smarter for you.

Towner clients get access to real-time support, personalized training, and the kind of guidance that keeps your team focused and protected. Spam calls might be loud, but with the right tools and the right partner, your business can silence the noise.

FAQ: Blocking Spam Calls for Business

Block Spam Calls | Keep Clients In, Bots Out

You don’t need to suffer through another robocall.

From blocking numbers to setting up smart call routing and screening, Elevate has the tools. And Towner has your back.

Take action today and help your team stay focused, efficient, and spam-free.

Need help setting up your auto attendant or blocking a flood of spam? Reach out to our team and let’s clean up your call queue.

 

Wanna get nerdy with us? Sign up for our emails! 

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