Article Intended For
Penn State faculty and staff .
Introduction
Microsoft Teams offers two convenient options to connect and engage with others on and off campus. It has useful features, and recipients do not have to use Teams. You use Teams calling on mobile, computer, and table where you have Microsoft Teams installed.
- Read an overview
KB0019043: Microsoft Teams Phone and Calling - Overview - Visit our SharePoint Site
Welcome to Microsoft Teams Phone and Calling - See how-to videos and instructions in the Microsoft Links below
Article Body
Q: How can I use Microsoft Teams for phone calls?
There are two ways to use Teams to make phone calls.
- Teams Calling: already available in your Teams app to reach University contacts with audio and video options. This is "peer-to-peer" calling and does not require that you have a University-provided telephone number.
- Teams Phone: another option that can be enabled, by request, in your app for those who still need to make and receive calls external to the University. This option requires a University-provided telephone number.
Q: Do I need a University telephone number to make phone calls using Teams?
You need a University-provided telephone number only if your work requires you to make and receive calls external to our University community. Calls to University contacts require only the built-in Teams Calling function.
Q. How do I request the Microsoft Teams Phone option?
At this time, individual requests for Microsoft Teams Phone are not available. The University-wide migration to the new telecommunications platform will work with key contacts and take a unit-by-unit approach to ensure that all needs are carefully evaluated.
Q: What are the environments where Teams cannot replace a telephone at this time?
- Cisco Finesse Call Center
- Multi-line management
- Specialty telephones configured for ADA requirements
- Analog fax lines
- Analog emergency phones
Q: Can I use speed dials?
Yes, Speed Dials and Contact Groups are easily created.
Q: Can I use 5-digit campus dialing?
No, 5-digit dialing is not available. 10-digit telephone numbers should be used to make calls via Teams.
Q. Do I have voicemail with Teams?
Voicemail is built into the Teams app and available with both Teams Calling and Teams Phone at no extra cost.
Q: Will my saved voicemail and settings transfer over to Teams?
No, saved voicemail and settings through the VoIP system cannot transfer. You will make new settings and record new greetings.
Q. What should I do with my current voicemails?
Because existing voicemail cannot be moved to the new Teams voicemail, we recommend that you review your messages and your settings before you make the change.
- Visit the VoIP Portal, www.my.voip.psu.edu.
- Click the Voice Mail section.
- Listen and act on your saved voicemail - Click the Voice Mail Settings section and open the Messaging Assistant
- On the Greetings tab, you can see the messages you have previously recorded.
Q. Can we offer a menu option to callers or place incoming calls in a waiting queue?
Yes, you can use a menu (auto-attendant) and call-queuing with Microsoft Teams Phone. This is not available with Teams Calling. Either feature can be enabled with the assistance of the Telephony Provisioning team at the time of your unit's migration.
Q. Can I manage my own call settings and voicemail settings as I do with my VoIP telephone?
You can manage both settings right in the app.
Q. How do I request the Microsoft Teams Phone option?
At this time, individual requests for Microsoft Teams Phone are not available. The University-wide migration to the new telecommunications platform will work with key contacts and take a unit-by-unit approach to ensure that all needs are carefully evaluated.
Q: Is Teams Phone or Calling the same as using a softphone?
Yes, a softphone is any application that can make and receive telephone calls using a device other than a physical telephone.
Q. Is MyE911 location-tracking software also required if I use Teams?
Yes, MyE911 is a federally required location-tracking application to enhance public safety by providing physical locations to dispatch emergency responders.
If you use Teams Phone with a University-provided phone number, you have the capability to dial 9-1-1 for emergencies; therefore, you must also install MyE911. However, if you use Teams Calling only for communicating with colleagues, you do not need MyE911 because you cannot make external calls. See the link for more information about the service and how to download and configure it for your devices.
See MyE911 - Location Tracking Software - Overview
Q. Can I use my Jabber softphone and Teams Phone?
No, there is no need to use both softphone applications. However, University leadership strongly encourages Jabber users to transition to Microsoft Teams.
Q. Does Teams Phone or Calling have an extra cost?
Teams Phone requires a University-provided phone number and which is billed monthly. However, Teams Calling is available at no extra charge and is built into the Teams application you are already using.
Q. How do I make or receive external calls using Teams Phone?
When Teams Phone is enabled with your telephone number, you will see a telephone icon in the left navigation. When you click it, you will open a new window with everything you need to make and manage calls; dial pad, settings, call history, contacts, speed dials, check voicemail, etc. In this window, you can also execute Hold and Transfer actions.
With an incoming call, you will see a notification or hear a ringtone on your devices. In addition, you can receive multiple calls simultaneously, put a call on hold, or even transfer a call with your Teams app.
Q. Which Teams calling option can I use to make and receive calls on a mobile device?
You can make and receive calls on any mobile device where the Teams app is installed. Your calling identity will continue to be your University profile. However, your calling capability is determined by whether or not you have an active University telephone number enabled for Teams Phone.
See Microsoft Links below
Q. Can I make a long-distance call with Microsoft Teams?
Yes, If you have a University telephone number enabled, you will use Teams Phone to make the call as you would with your mobile phone; dial "1" and then the 10-digit phone number.
Dialing format: 1 + (XXX) XXX-XXXX.
Q. Can I use the Teams dial pad to select options from a recorded menu?
Yes. When you make a call, a new Calling window opens, and you can use the dial pad on the screen or your keyboard to enter the digits for menus.
Q. Will I be able to use my Teams Phone camera on an off-campus (external) phone call?
The video capability is unavailable with Teams Phone, but fully functional video calling with University contacts can be done through Teams Calling.
Q. Can I use call forwarding on Microsoft Teams?
Yes, you can use call settings for forwarding, creating Calling groups, and managing delegates. All such settings are available in the app.
Q. Can our Cisco Contact Center service use Microsoft Teams?
Unfortunately, the University's Cisco Finesse Contact Center service is incompatible with Microsoft Teams.
Help
Contact the Penn State IT Service Desk online at Get IT Help or 814-865-HELP (4357).
Links