How do I dial a number outside of ESU? Do I dial 9 first? Will you still use a 1 for a long distance number?
- You will no longer need to dial 9 before dialing an outside number and dialing 1 before a long distance number is no longer necessary.
How do I call someone in Teams?
- You can call ESU departments or faculty/staff by typing in their name OR their extension (last 4 of the phone number).
What are some features of Teams calling?
- Voicemail transcription
- Ability to block numbers
- Automatically forward calls to voicemail if your Outlook status is Out of Office
- Create delegates who can answer or place calls from your number
- Create a Call Group (similar to Call Pickup or Rollover) to answer your calls if you aren't available
Will my phone number change?
- For most people, your phone number will remain the same. In a few cases, where the individuals phone number is the main departmental phone number, a new number will be assigned to the individual, and the departmental number will remain the same. This way, a number is assigned to a person and can move with that person if they change roles, while the departmental number remains with the department.
- However, phone numbers are not as important as they used to be. When calling another employee in Teams, you can enter their name in the search bar and call them without ever knowing their number. No more phone lists! People calling from outside ESU can either state the name of the person or department they want to talk to or dial the extension.
Will I get a new phone?
- Most people will not get a new phone. Calls will be sent and received via the Teams app on your computer. If you choose to, you can also install the Teams app on your cell phone, however, if you install it on a personal device, ESU will not reimburse you for any device or cellular service costs. There should be no data charges to your personal cellular plan for Teams calls if you are on campus and your phone is connected to the Hornet Nation WiFi.
- If you have a private office, you can use the built-in speaker and microphone on your computer for Teams calls.
- If you work in a shared space, and don't already have a working headset, IT will provide you with one.
How does dialing work in Teams?
The major changes are:
- Dialing 9 is no longer required to get an outside line. Just dial the full 10-digit number (i.e. 620-555-1234)
- Dialing 1 for long-distance numbers is no longer required.
- You can still dial a 4-digit extension number if you wish
- You can call another ESU employee by their name
What is an auto attendant?
An auto attendant is a recorded message, with options for call routing, like the way the main ESU Operator (620-341-1200) or the IT Help Desk lines work now.
What is a call queue?
A call queue is a group of individuals designated to answer a particular number. For example, when someone calls the IT Help Desk, the call rings on several people's phones, and the first one to answer gets the call. Call queues can be set to ring all agents at once, top-down, round-robin, or based on "Available" or "Away" presence.
Are you replacing our Conference Room phone?
As a part of this transition, physical phones in conference rooms will be removed. Conference calls can be placed from Teams or Zoom, either from the conference room PC, or from an attendee PC.
Will my department still pay for phone service?
Yes, billing will remain the same. The charge is $18 per line. Everyone will have a teams account that will allow calling internally users, but only those with paid phone service will be about to place and receive calls to and from off campus.
How will users without a paid line get a phone call?
Calls canl come to the main department/school line and can then be transferred to the user's internal account.
How do student employees make calls?
Student employee workspaces are equipped with Common Area Phones (CAPs). These phones are pre-signed in and connected to a call queue, allowing any student employee to answer incoming calls or place outgoing calls as needed.
Can student employees make calls from the Teams app?
Student employees have access to Microsoft Teams for chat and internal communication. However, they are not licensed to make or receive external phone calls through the Teams app and cannot be assigned to call queues. If phone access is needed, they will use a shared Common Area Phone (CAP).
What kind of phone will be used in custodial offices or other shared work areas?
Custodial offices and similar shared workspaces will be equipped with a Common Area Phone (CAP). These phones are pre-signed in and do not require individual user accounts. They allow staff to place and receive calls and can be part of a call queue if needed
How do I know if I have an assigned phone number to make and receive external calls?
Not all users are assigned a phone number. Only faculty and staff with a demonstrated need for regular external phone communication were assigned a calling license and phone number. Student accounts are not licensed to make or receive external calls.
To check if you have an assigned phone number:
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Open the Teams app.
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Click on the Calls tab on the left.
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If you see a dial pad and your phone number listed near the top, you have an assigned phone number.
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If the dial pad is missing or you don't see a number, you do not have calling capabilities.
If you believe you need a phone number due to your job responsibilities, please speak with your supervisor or admin assistant, who can submit a request to IT for review.
How do I request a new phone line or cancel one for someone who left?
To request a new phone line or cancel an existing one (such as for an employee who has left), please submit an IT ticket through the IT support portal linked here.
How do I request or make changes to a new call queue or an auto attendant?
To request a new call queue or make changes to an existing call queue or auto attendant, please submit an IT ticket through the IT support portal linked here.