Teams Calls


Overview


At this time, Calls through Microsoft Teams are only available for calling others in Teams. At present, calls made in Teams cannot go to Skype numbers or users, and calls made in Teams today cannot reach external numbers. Once we have transitioned from Skype, we will be able to call external numbers outside of Teams. 


Microsoft Teams Phone works similarly to how Skype for Business has worked. You can stay connected with voice calling using Teams Phone on your computer, tablet, mobile device, or desk phone. If you have no experience with Teams, the video below will provide an overview of the basic features. 

 

Getting Started

Access Teams

If you are accessing Teams for the first time, go to our Access Teams and Desktop App instructions.

 

Mobile Devices

The Teams app is available on your mobile devices. Go to Google Play or the App Store to download.

Desktop App vs Browser

We strongly encourage you to download the Desktop app to access Teams to ensure you have access to all of the calling features. If you are accessing Teams via the browser, use Edge or Chrome.

All features are the same using a PC or Mac.Example of audio device options.

    Set Up Your Headset/Audio Device

    You will need to select your audio device within Teams in order to use it. Note that the default may be set to "Custom Audio Device," which will use your built-in default audio devices.

    1. Go to the Calls icon in left app bar.
    2. Click on Custom Setup at the bottom of the left panel. 
    3. Choose your devices or select Device Settings.
      View ScreenshotExample of audio device options.

    From this interface, you can:

    • customize your device settings
    • make a test call
    • manage noise suppression

    Voicemail

    You will receive a notification of voicemail messages in your Activity icon and an email notification in Outlook.

    Set Voicemail Greetings

    1. Select the Calls icon in left app bar.
    2. Select the Forward/Don't foward to voicemail located at bottom of left panel.
    3. More Settings.
      View Screenshot
    4. ConSelect Calls, Forward/Don't foward to voicemail, More Settings.Select Configure Voicemail.

    Record your greeting verbally or use the Text-to-speech to write out the greeting to be spoken for you. 

    Alternative Path to Configure Voicemail

    1. Select Settings [3 dots in the top bar next to University of Kansas].
    2. Select Calls from options in left navigation.
    3. Select Configure voicemail.

    Note: Set your ringtones just below the Configure voicemail button. 

    View and Manage Voicemails

    1. Select the Calls icon in left app bar.
    2. Select the Voicemail tab from the top of the interface showing your call History.
    3. Click on the voicemail to open transcript and recording.
      View ScreenshotSelect voicemail to read transcript or listen to message.

     

    911 Calls

    Be sure to set your location in case you need to use Teams to call 911.

    1. Open Calls feature.
    2. Scroll below number pad. 
    3. Select Location not detected.
    4. Select +Add.

    View ScreenshotAdd your address in location for 911 calls.

    Set Ringer options

    Choose Your Ringtones

    1. Select Settings [3 dots in the top bar next to University of Kansas].
    2. Select Calls from options in left navigation.
    3. All ringtone options are below the Configure Voicmail button.

    Calls

    From the desktop app or browser, Teams Phone can be found by selecting the phone icon in the app bar on the left edge of the Teams interface.

    Use the Teams number pad or on your keyboard to type numbers or types the name of an individual or groups of people to make the call.

    Incoming Calls

    A notification window will pop up on your screen showing their name or number along with rings or vibration, depending on the preferences you selected in Device Settings.

    Add Someone to a Call in Progress

    To add someone new to a group call, select People in your call controls, then type their name or phone number in the search box.
    View ScreenshotInvite user on a call in progress.

    Multiple Calls Simultaneously

    Put a Call on Hold

    While on a call, place call on hold [More Actions > Hold] and start a new call or answer incoming call.
    View ScreenshotInvite user on a call in progress.

    • Everyone in the call will be notified that they've been put on hold. 
    • They won't be able to see or hear anyone else on the call.
    • Screen sharing is temporarily suspended.
    • Continue your call by clicking Resume. Everything will return to normal once you resume your call.

    Calling from Chat

    Type name in search field to have a private conversation with an individual or groups of people. You can start a call or video conversation, select the video or call icons.

    • You can have up to 20 people on a group call.
    • Entries for these calls stay in Chat.

    Fowarding/Transferring Calls

    Forward Calls Automatically

    You can set your preferences to forward your calls directly to voicemail, another person or contact group: 

    1. Go to Calls icon in the left app bar. 
    2. Select Forward to voicemail.
    3. Select More Settings.
      View ScreenshotSelect Forward to voicemail, then More Settings
    4. Select Forward to voicemail, then More Settings.Select drop down next to Forward to
    5. Make your selection.
      View ScreenshotSelect down arrow next to Voicemail dropdown and make seletion.

    See Contacts section to learn how to create a contact group. 

    Transfer Calls

    You can directly transfer calls or use the Consult before transfer. 

    To transfer calls directly:

    1. Select the More icon [3 dots] in the top menu of your call.
    2. Select Transfer.
      View ScreenshotSelect down arrow next to Voicemail dropdown and make seletion.
    3. Type name or transfer number
    4. Select Transfer button.

     

    Contacts

    To add a new contact to your list, click Add contact at the top of your list to get started.
    View ScreenshotFrom Calls, select Contacts > Add contacts.

    Create New Call Contact Group

    1. Select the Chat icon from your app bar on the left.
    2. Select the Chat down arrow at the top of the left panel.
    3. Select Contacts.
    4. Select Create a new contact group at the bottom of the left panel.
      View ScreenshotFrom Chat, select Contacts > Create a new contact group.

    Call Queues/Attendants (New)


    Not available yet.


    Auto Attendant

    Auto attendants provide a menu of options to better direct caller during or after business hours and holidays. Menus include 0-9, # and * that can direct calls to: Operator, Person, External Phone Number, Another Auto Attendant / Call Queue, voicemail, play a audio file, or play a text to speech message.

    Call Queue

    Incoming calls can be directed to set users (agents) to receive calls from a queue, with hold music while they wait. Options for how the agents should receive calls, as well as logic about how to handle too many people waiting in the queue, or people waiting too long in the queue.

    Options to request:

    • Greeting
      • No greeting
      • Audio file (MP3, WAV or WMA less than 5MB)
    • Hold music
      • Default
      • Custom audio file (MP3, WAV or WMA less than 5MB)
    • Call Agents
      • List of users who are agents for this call queue (must be Enterprise Voice enabled)
    • Routing method
      • Attendant routing: Rings all agents, first to pick up gets call
      • Serial routing: Rings first agent in list, then next, so on
      • Round robin: each agent will get the same number of calls from the queue
      • Longest idle: next call in the queue will ring the agent that has been in the presence state "available" for the longest
    • Agents can opt out of taking calls
      • On/Off
    • Agent alert time (seconds)
      • Default 30
    • Max calls in the queue
      • Default 50 (up to 200)
    • What to do when max number is reached
      • Disconnect
      • Redirect
        • Person
        • Phone number
        • Another Auto Attendant / Call Queue
        • Voicemail
    • Maximum wait time in the queue
      • Default 20 mins (max 45 mins)
    • What to do when max time is reached
      • Disconnect
      • Redirect
        • Person
        • Phone number
        • Another Auto Attendant / Call Queue
        • Voicemail