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Phone Calls

Voice and Phone Calls

You can use the Skype for Business desktop software to make calls to people both internal and external to KU. When you call others that are using Skype for Business, you will have full access to the Skype meeting features including video, screen sharing, and chat. When making calls to external phone numbers, you will only have access to call features including, hold, transfer, and mute.

Making and Answering Calls

Call by contact or username

  1. Find a contact or type a person’s name in the search box.
  2. Click on the contact's picture.
  3. Do one of the following:
    1. Click the Phone icon to call the contact using Skype for Business. If the person has been enabled for Skype for Business phone service, it will call them via Skype for Business. If not, it will call their desk phone.
    2. Click the arrow next to the Phone icon and select a number.
      Phone number dropdown menu

Call by phone number

  1. From the contact or phone view, enter the phone number in the search box as the 10-digit number starting with the area code.

    Note: For international numbers, enter the number as you would on a cell phone (011 ###  phone number).

    screenshot of entering phone number as 10 digits
     
  2. Press enter on the keyboard, or right-click and select Call.
  3. When you're finished with the call, click the red Phone button in the window to hang up, or just close the window.

Answering a phone call

When you receive a voice call, you will see and hear a notification on your computer, as well as your Skype for Business-enabled phone if you have one. Where you answer the call will determine your audio device.

How to answer a phone call

When someone calls you, an alert appears on your screen.

TIP: You must have your headset plugged into your computer in advance of receiving a voice or video call request. It does not work to plug in your headset when you receive the call.

  1. To answer the call, click anywhere in the blue area.
    Incoming call popup
  2. Click Ignore to reject the call and send to voice mail.
  3. Click Options to do other actions:
    • Send the call to Voice Mail.
    • Click Mobile or Home to redirect the call. Note: You must first set up your mobile and phone numbers within Skype for Business to see this option.
    • Reply by IM to send an instant message reply instead of audio or video. Note: If the person can’t receive an instant message because he/she doesn’t have Skype for Business launched, you will see a notification.
    • Set to Do Not Disturb to reject the call and avoid other calls.

Call Ringing Options

There are a few options you can take advantage of to better hear and receive your calls. These include:

  • Setting up a Secondary Ringer - incoming call notifications will play both on your headset and a secondary device that you choose.
  • Setting up Call Forwarding - incoming calls will be forwarded to another number, contact, team, or go to voicemail.
  • Setting up Simultaneous Ring - incoming calls made to your number will ring at your headset and computer speakers

You can choose for call forwarding and simultaneous ring to occur:

  • All the time (default), or
  • During work hours (set in Outlook).

You forward incoming calls by setting up forwarding rules. You can forward calls to:

  • Voicemail, or
  • Another number or to another contact, or a
  • Delegate

You can also choose to delay the simultaneous ring so that it first rings for 5-10 seconds before ringing at another number, delegate, contact, or team.


Setting up a secondary ringer

If you have a headset plugged into your computer that you use occasionally for voice and video calls, you might miss audible notifications of incoming messages. When you set up a secondary ringer, the notification sound will play on both your headset and your device of choice, most likely your computer speakers. 

  1. Launch Skype for Business
  2. In the lower left corner of the interface, click on the drop-down by the icon with your audio device. Select Audio Device Settings. [view screenshot]
  3. Toward the bottom of the panel, select the check box by Also ring and make sure your speakers are checked. [view screenshot]
  4. Click OK to save.

Forwarding calls

You have the option of forwarding all calls or individuals calls as you receive them to another number, such as your mobile phone. This is completely optional and is up to your discretion as it could involve your personal device and your personal phone plan.

To forward all calls another number:

  1. In the Skype for Business interface, click on the settings icon. [view screenshot]
  2. Choose Call Forwarding from the left column.
  3. Choose your call forwarding option. [view screenshot]
    1. Forward calls to will send all calls to the option chosen. Those calls will not "ring" on your machine.
    2. Simultaneously ring will make it so the calls ring both through the Skype for Business desktop software and the other option you choose.
  4. Optionally, you can choose to apply the settings:
    1. All the time
    2. During work hours set in Outlook
  5. Click OK to save the changes.

Forward individual calls to another number:

To forward individual calls to another number, you'll need to first set up the number (or numbers) in the Skype for Business desktop interface.

To set up additional numbers

  1. In the Skype for Business interface, click on the settings icon.
  2. Choose Phones. [view screenshot]
  3. Choose the type of phone using the button and type the number. Enter it as the 10-digit number starting with the area code.
  4. Optionally, choose whether or not to show the number on your contact card (viewable to anyone using Skype for Business).
  5. Click OK to save.

Forward an incoming call

  1. When you receive a call, a notification will appear in the lower right corner of your screen.
  2. Click Options and choose the number that you'd like to forward the call to. [view screenshot]
  3. The call will be forwarded.

Turn off call forwarding

Select the call-forwarding drop-down menu and select Turn Off Call Forwarding. [view screenshot]


Call Control Options

Audio control options during a call:

The call control options (Hold, Transfer, Devices, and number pad) should automatically appear in the middle of the call window when on a call with an external number. If you are on another call with someone at KU using Skype for Business, you may need to click on the grey phone icon to see those options.

How to use the audio control options:

  • Use the dial pad to enter digits during the call to interact with voice-prompt menus.
  • To put the call on hold, click Hold.
  • To Mute, click the microphone button.
  • To send the call to another number or park the call, click the Transfer button and select a contact or type a name or 10-digit phone number starting with the area code.
  • To switch to a different device that is either connected to your computer or a built-in audio option, click the Devices button. Note: This option does not work to transfer a call to a Skype-enabled desk phone. You'll want to use Transfer > Park for that.


Transfer a call

You can transfer a call to another contact at KU or to another number. An additional option you'll see when transferring is parking a call (more information below).

To transfer a call

  1. Click on Transfer. If you do not see this option, click on the grey phone icon and then click Transfer.
  2. Select a contact, or look up someone at KU by entering their last name followed by a comma and then first name in the search box, or enter the 10-digit phone number starting with the area code in the search box.
  3. Select the contact or number and then click Transfer.
    Skype for Business Transfer Call Dialog Box

Parking a call

When you park a call, the call is placed on hold and you are provided a three- or four-digit number that anyone using Skype for Business can use to retrieve the call. It can be a useful option if you want to switch from your headset that is connected to your computer to a Skype-enabled desk phone or if you pick up a call at the front desk and need to move to another workstation to continue the call. A few notes about parking:

  • Only people using Skype for Business on PC or using a Skype-enabled desk phone can park a call.
  • Only people using Skype for Business on PC, Mac, or a Skype-enabled desk phone can retrieve a parked call.
  • Call parking does not work to transfer calls to a conventional or analog phone.
  • Call parking times out after two minutes. At that point, the person who parked the call will be called again.
  • Anyone waiting on the parked call will hear music.

To park a call

  1. Click on Transfer. If you do not see this option, click on the grey phone icon and then click Transfer.
  2. Click on Park the call at the bottom of the menu.
  3. You'll now see the number assigned to the call.
    Skype for Business Parked Call Dialog Box
  4. Anyone using Skype for Business or Lync for Mac can enter the three- or four- digit number provided in the Skype for Business interface to pick up the call. You will receive a visual confirmation when they do letting you know who picked up the call and at what time. TIP: Click copy to copy the number. You could then initiate an instant message and paste the number into the message window.
  5. Click Retrieve to pick the call back up.

End a phone call

When you’re finished with the call, click the red Phone button in the window, or just close the window.

 

Voice and Phone Calls

You can use the Skype for Business desktop software or your Skype-enabled phone to make calls to people both internal and external to KU. When you call others that are using Skype for Business, you will have full access to the Skype meeting features including video, screen sharing, and chat. When making calls to external phone numbers, you will only have access to call features including, hold, transfer, and mute.

Making a call

Call someone using a phone number

  1. From the Calls tab, enter the 10-digit phone number starting with the area code by selecting numbers or inserting your cursor on the line above the dial pad and entering numbers with your keyboard.

For best results:

  • Use your keyboard’s number pad or copy and paste the number instead of clicking on the dial pad numbers on the screen.
  • For international calls, you will still need to dial 011.
  1. Select the formatted number then, select the phone icon.
  2. When the call is accepted, use the audio controls to mute, unmute, and so on.
  3. When you’re finished with the call, select the red Phone icon, or just close the window.

Call a KU contact using the desktop software

  1. Find a contact or enter a person’s name in the search box, from the Contacts tab.
  2. Right-click on the contact.
  3. Select Start Call.
  4. Select the work number listed.
  5. When the call is accepted, use the audio controls to mute, unmute, and so on.

Answering a call

When you receive a voice call, you will see and hear a notification on your computer, as well as your Skype-enabled phone if you have one. You can either pick up the phone if you have one or answer using your computer and headset.

TIP: If you are using your computer to answer calls, you should have your headset plugged into your computer in advance of receiving a call. It does not work to plug in your headset when you receive the call.

Answer a call

When someone calls you, an alert appears on your screen. If another KU contact who is video-enabled calls you, you will see a preview of your own video. Your video is only shared if you click on the video icon. To answer with just voice, select the blue phone.

  1. To answer a call, select the blue phone icon.
  2. Select the red phone icon to reject the call and send to voicemail.
  3. If you want to send future incoming calls directly to voicemail and receive no call notifications, change your status to Do Not Disturb.

End a call

When you’re finished with the call, select the red phone icon, or just close the window.


Notifications and Call Ring Options

When you receive a call in Skype for Business, you will receive a visual notification in the middle of your the screen and an auditory notification through the device you're using. You can set a secondary ringer and choose to have calls simultaneously ring another number or co-worker so calls don't get missed.

TIP: Make sure your speaker volume is turned up to hear notifications.

Set ringing options

  1. Select Skype for Business from the top menu.
  2. Select Preferences.
  3. Select Audio/Video.
  4. In the Ringing dropdown, select Built-in Output to also have call notifications ring through your computer's speakers.

Forwarding Options

You can forward calls as you receive them to another number or delegate, and set up call forwarding and simultaneously ring so calls aren’t missed.

You can forward calls to another number or contact by setting up forwarding rules. Call forwarding is especially useful if you’re travelling or working from home because calls can be forwarded to your current location. If you’re out of the office, calls can be automatically forwarded to a co-worker.

You can set your incoming calls to simultaneously ring your phone and another number or contact in case you’re busy or momentarily unavailable.

Set up simultaneously ring or call forwarding

  1. With Skype for Business open, click on Skype for Business from the top menu.
  2. Choose Preferences.
  3. Choose Calls.
  4. Select the button by Turn on call forwarding and choose an option:

Forward my calls

  • Voice Mail – Sends calls directly to your voice mailbox where you can retrieve it later.
  • New Number or Contact – Select a contact or type an eight-digit phone number in the search box and select OK.

Simultaneously ring

  • New Number or Contact – Select a contact or type an eight-digit phone number in the search box and select OK.

Things to note:

  • You will receive call notifications when your status is set to Busy. Set your status to Do Not Disturb (DND) to send all calls directly to voicemail without notifications. All calls received while in DND will be logged in your Calls list and you will receive a missed call email in Outlook.
  • You should have your headset plugged into your computer in advance of receiving a voice or video call request so you are always ready to receive calls and have time to put your headset on.

Types of Phones

There are two types of Skype-enabled phones recommended, you should have one of the following models. Please note which model you have to know which instructions to follow.

Polycom VVX 501 Touch Screen Phone

Polycom VVX 311 Button Phone


Making a phone call 

How to call someone using a phone number

The best option for dialing is to enter the number and then pick up the handset to place the call. Or touch the green phone icon or physical speaker phone button to place the call using speakerphone.

  1. Enter the number using the keypad.
    Note: It’s best to get in the habit of dialing the ten-digit number, starting with area code (###-###-####) like you would using a mobile phoner. For international calls, you will still need to dial 011.
  2. Pick up the phone’s handset to dial.
  3. To end the call, hang up the phone or select End Call using the touch screen or button under the option.

How to call someone by contact or username

  1. Find a contact by doing either:
    • Select a favorite on your main screen by touching the contact or pressing the button beside the contact and lift the handset.
    • On the VVX 501 (touch screen) phone, find anyone on your contacts list by lifting the handset, touching contacts, and swiping up to scroll through your contacts list. Touch the contact you'd like to call and touch "Dial."
    • On the VVX 311 (button) phone, find anyone on your contacts list by lifting the handset and pressing the button under contacts. Use the physical navigation disk to scroll down to your contact and press the button under "Dial."

      Note: Both favorites and contacts are set up through the desktop software interface. See below.
  2. To end the call, hang up the phone or select End Call using the touch screen or button under the option.

Answer a phone call

How to answer a phone call a Skype for Business-enabled phone

  1. When you receive the call, you can pick up the phone's handset. Or, to pick up using the speakerphone, select Answer using the touch screen or push the speaker button on the phone. Note: If you are already using the handset or speakerphone and press Answer, the phone will automatically use the mode you’re in and place the first call on hold.
  2. Select Reject using the touch screen or the button by that option to send the person to your voice mail.
  3. Select Forward using the touch screen or the button by that option to forward the call to another number. Enter the ten-digit number starting with area code (###-###-####) to forward the call. See forwarding for more options.
  4. To ignore the call without sending it to voice mail, select Ignore using the touch screen or using the button by that option.

How to view missed messages on your Skype for Business-enabled desk phone

  1. Touch the home button to view the home screen.
  2. You will see a small red number on the phone icon.
  3. Select the phone icon and then select recent to see missed calls.

End a call

Hang up the phone or select End Call using the touch screen or button under the option.


Clearing Call Logs

On the Polycom VVX 501 (touch screen) phone

  1. Touch the clock icon.
  2. Touch the trash can.

On the Polycom VVX 310 (button) phone

  1. Using the physical navigation disk on the right side of the phone, press the down arrow.
  2. Press the home button twice.
  3. You should return to the home window, and your missed calls should be cleared.

Making calls and answering in the Skype for Business mobile app is a matter of finding the contact and choosing whether to call with video or voice. With the mobile app, you are not able to add new contacts to your list; just call existing contacts.

iPhone

  1. Start typing a person’s last name in the search box. Your search results will appear below the box. You can also scroll through your Skype for Business Contacts group to find the person you’re looking for.
  2. Click on the contact's name
  3. Click the phone or video icon in the top right corner


iPhone Preview


iPad

  1. Tap Contacts in the left navigation.
  2. Start typing a person’s last name in the search box. Your search results will appear below the box. You can also scroll through your Skype for Business Contacts group to find the person you’re looking for.
  3. Click on the contact
  4. Click the video or phone icon in the top right corner

iPad Preview
 


Android and Windows Phone

  1. Tap Contacts in the top left
  2. Search for and click the contact
  3. Click the video or phone icon in the top right corner


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