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Applies To:
- Staff and Faculty who have migrated to Teams Calling
Steps:
This article covers several basic features of using Teams Calling with your ESU account. This article sums up our departmental training period during the initial implementation of Teams Calling.
Introducing Teams:
What is Teams:
Microsoft Teams is more than just a chat. The Teams app offers users a way to collaborate with others inside the organization utilizing features from SharePoint while still having chat-like features. In Teams you can chat, call or video call other people inside the organization. Once your department is ported to Teams you will be able to call out of the organization if you have a phone number/extension. This article covers the usage of Teams calling and basic settings in the app.
Notes about Teams Calling:
Dialing phone numbers using Teams has gotten easier. You can now:
-Dial using a 4-digit extension
-Dial another ESU employee by their name
-Dialing "1" for long distance is no longer required.
-Dialing "9" for an outside line is no longer required. Simply dial the 10-digit number (620-555-1234).
There is a delay when I pick up calls using my Teams phone or using the Teams app:
This happens because we have transitioned to the new system and continue to use the old system. As you pick up a phone you will notice a 3-6 second delay as these calls route from one system to another. These delays are expected to reduce in some capacity as more users on campus move to the new system.
Why does it look like a help desk technician transferred this call to me?
The help desk receives phone calls from the main university line. In doing so some users asked to be transferred to different departments or schools while others ask for individuals. When this happens a call may be directly transferred to you instead of an admin assistant for your department.
How do I update Teams?
If Teams requires an update for your device you can find the update button located near the top right corner of your Teams application next to your profile. This button should be visable from anywhere in Teams.
Who can call on Teams?
In order to call outside of the organization you must have a phone number assigned to your account. Student Employees, Adjunct faculty and anyone else without a number assigned will only be able to make calls to other users in the Teams app.
What does the "(External)" tag mean?
Phone calls from outside of the organization will have this tag associated with the number.
In order for a number to be blocked it must have this tag. Internal phone numbers cannot be blocked.
Understanding the Calls App.
Opening the Calls app:
In order to use Teams for calling we need to get the "Calls" app in your Teams.
1. First when we open Teams we need to click on the three dots located on the left side of the screen.
2. After clicking the dots, you can scroll the list of applications or begin typing the name of the app you are looking for. In this case we search for “Calls”.
3. Once you open the application you can pin the app by using the right-click button and pressing “Pin”.
Navigating the Calls app:
The dial pad allows you to dial by a ten-digit number, office extension, or by name. These numbers and names are populated by Outlook’s Global Address Book. The Global Address Book contains names of employees and other users who have an outlook account. It also includes users who do not have an email account which includes students. To avoid confusion we recommend that you dial by phone number when possible or by using the call queue of the department name you are looking for. These numbers can be found by using the following naming scheme:
“CQ-DepartmentName”
Location:
This location is determined automatically for you while you are on campus. It should populate for you when connecting to Hornet Nation wirelessly or through a wired connection on your docking station. This location is used for emergency responders incase a user dials 9-1-1. This information is private and is not shared with other users on Teams.
When working from home this location does not populate on its own and requires you to enter the location you are working from. After entering a location for the network you are connected to it should remember the location next time you connect to the same network.
Names and Phone Numbers + Call History:
As users move to Teams you will notice some entries change from Phone numbers + (External) to their name. The only thing to note is that numbers coming from outside of the Teams system will display the “(External)” tag. Users inside the organization and in Teams should have a first and last name displayed. If you are unsure if a user has been moved to Teams attempt to dial their phone number instead of looking for a name. If you are trying to reach a user by phone number but are unable to reach them they may not have an assigned phone number.
From this menu you can sort your phone history by missed calls, incoming calls, outgoing calls, or voicemails. You can also search on this screen by clicking on the three lines next to the voicemail button at the top of the screen and searching by name or by phone number.
Speed Dial:
From here you can create speed dial contacts from users in Teams or with numbers from outside of ESU. When creating a speed dial contact with a number outside of the university you will need to create a contact which requires you to enter at least a first name.
Teams Settings:
General:
Some settings in this area can be changed based on personal prefrence such as how recent activity shows up, translated messages, and how Teams will open content in the same window or in a new window.
More importantly you can configure an auto from this section as well under the "Out of office" section. If you configure an auto-reply in Teams the message will send to users in Teams as well as auto-reply to emails for Outlook.
Notifications and Activity:
By default, the “Play sounds when I’m busy or in a meeting” is turned on. With this setting on during presentations, phone calls or other activities sounds from Teams will be played during those times. We recommend that users who give presentations turn off this setting to prevent disruptions.
Devices:
Here under the “Audio” section we can change our default speaker and microphone that Teams will try to use. After changing the speaker and/or microphone we can use the “make a test call” button to see if our devices are working properly.
We can also choose for Teams to automatically adjust our mic sensitivity or turn noise suppression on or off to our liking.
There are similiar settings that can be changed for your Video/Webcam such as brightness of your video, green screen affects, or the ability for Teams to automaticlly adjust your camera controls.
Calls:
Note: This sections contains information about Personal lines, Call Queues and Auto Attendants. Some of the information on Call Queues and Auto Attendants only apply to owners of those lines.
Under this section of settings you may see more than one phone line listed at the top of the page. You will see your personal extension and any Call Queues or Auto Attendants you are apart of or own.
If you own your Call Queue or manage an Auto Attendant you may see these settings:
Call Queues and Auto Attendants
An auto attendant line is designed to route callers to alternate locations before ringing a phone line. Auto attendant lines must be created by administrators and may have additional costs associated with them as they require additional licensing.
- Greeting and music:
- From here a greeting can be played using a text-to-speed greeting or by playing an audio file.
- Manage auto attendant greeting:
- Auto Attendant business hours and holidays are set by administrators in IT. Auto attendant operating hours range from 8:00am-5:00pm. Outside of these hours calls will disconnect.
Personal Line:
The settings under your Personal line will only affect your personal line but some settings will affect more than one device. From here you can change settings related to your voicemail, out-of-office voicemail, ringtones for phone calls, and other settings.
By default Teams does not direct your missed calls to a voicemail box.
Instead, we need to change this option to: “Redirect to voicemail” to have your missed calls direct to a default voicemail box. Once changing this setting, you can then customize your voicemail box or allow the default message to take place.
After changing the option to “redirect to voicemail” we will also need to select how long the line will ring for before redirecting to voicemail.
Voicemail:
From here you can choose to setup your voicemail box with a custom greeting using the “Record a greeting” button, set up a text-to-speech greeting or allow the default voicemail box to take over.
An out-of-office voicemail can be set If you configure an out-of-office email reply in your outlook or if you have an Auto-reply set in Teams. This can be set from Teams under the General section in Teams Settings. For more information about your Teams status refer to this article here...
If you are a member of a Call Queue you will find a tab along the top next to your personal line where the call queue name displays. From here you can choose when you want to receive calls to this line.
Having the line turned on will allow you to receive calls while your status says available. Turning the line off will prevent you from receiving calls from the line at any time of day. For more information about your Teams status refer to this article...
How to answer calls:
- When you are called on Teams, you will receive a notification on the bottom right of your main monitor, accompanied by your ring tone. To accept the call, click the purple phone icon on the left. To decline the call, click the red phone icon on the right.
Note: If you are receiving Phone calls during your meetings/presentations be sure your Outlook event has you marked as Busy and that you have the "Play sounds when I'm busy or in a metting" disabled. You can find this setting under the Notifications and Activity Section in Teams.
How to transfer phone calls:
- After clicking the transfer button at the top, you will be presented with two different options; “Transfer”, or “Consult then transfer”. (Pictured below)
- Once either the “Transfer” or “Consult then transfer” buttons are selected, the end user will be put on hold until the transfer is completed. If the “Transfer” option is selected, you will be prompted by a pop-up (Pictured below) that says, “Invite someone or dial a number”. You can either type in the username of the user you would like to transfer them to, or type in the extension.
If “Consult then transfer” is selected the process will be the same, up until you click the “Transfer” button at the bottom. Instead of the caller being sent to the requested number automatically, you will still be on the line, and will be able to talk to the person who you are transferring to before sending the caller through.
How to block a phone number in Teams:
- To block a phone number inside of Teams, first you need to open the “Calls” section and either right click on the number you would like to block or click the three horizontal dots on the right side of the number
- To manage blocked phone numbers, you need to click the three horizontal dots in the top right of Teams
- From the options presented, select "Privacy"
- On the screen that opens after clicking “Privacy”, click the “Edit blocked contacts” button
- On the next screen, you can see all numbers you have blocked, and unblock them if needed
Signing in/out of Call Queues:
- If you are part of a call queue, you can sign in and out by clicking the three horizontal dots in the top right of Teams then select "Calls".
- Your Call Queue’s (CQ’s) will then show up on the top of the screen next to your personal account.
- After clicking the desired Call Queue, you will be presented with a toggle button.
- When enabled (Circle on the right), you will receive calls that hit the CQ. When disabled (Circle on the left), you will not receive calls that hit the CQ.
Finding your audio and sound settings:
- Before you can use Teams to make and receive calls, ensure that your audio and sound settings are properly set.
- Start by pressing the three dots in the top right corner of the Teams application.
- The settings menu will display on the left side of the application. Click Devices.
- Under Audio Settings you can change the speaker output device or the microphone input device. After making any changes you can test those changes by clicking Make a test call. The test call will allow you to hear through your speaker device as well as anything you say into your microphone.
