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 or you can register for a workshop that provides an overview of Teams 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 Audio

You can customize your audio settings to the devices you are using, which includes microphones, headsets, etc.  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 device or select Device Settings for customized options.
   View ScreenshotExample of audio device options.

From this interface, you can:

• Customize your device settings.
• Make a test call.
• Manage noise suppression.
• Set camera controls.

Choose Your Ringtones

• Select ellipis icon at the top-right of your interface.
• Select Settings.
• Select Calls from options in the left navigation.
• All ringtone options are below the Configure Voicmail button.

Voicemail

You will receive a notification of voicemail messages in your Activity icon and an email notification in Outlook with an attached audio file and transcription, if available.

Set Voicemail Greetings

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

Configure Voicemail options include:

• Manage options when calls go to voicemail.
• Record your greeting verbally.
• Use the Text-to-speech to write out the greeting to be spoken for you. 

Alternative Path to Configure Voicemail

1. Select Settings [ellipsis icon at the top bar next to University of Kansas].
   View ScreenshotSelect ellipsis icon, then Settings.
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.

Calls

From the desktop app or browser, Teams Calls 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.

Forward /Transfer Calls

Forward Calls Automatically

You can set your preferences to forward your calls directly to voicemail, another person or call group. 

Set your preferences:

1. Go to Calls icon in the left app bar. 
2. Select Forward to voicemail. This could also read Don't Forward, depending on your previous selections. 
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.

Transfer Calls

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

Immediate Transfer

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.

Consult Before Transfer

When you use consultative call transfers, you can speak with the recipient and then manually complete the transfer.

1. While on an active call, select Transfer.
2. From bottom-left corner, select Consult first, which places the original caller on hold.
   View ScreenshotSelect Transfer, then Consult first at bottom-left.
3. Type name or number of person/department receiving transfer.
4. When the recipient answers, provide the information, and confirm that they would like to take the call.

If Call is Accepted

Tap the Transfer icon to complete the transfer. This will end the call for you. 

If Call is Declined

1. Tap the End Call button to disconnect from the recipient.
2. Tap Resume to speak to original caller. 

Call Groups

Create a Call Group

Call groups allow you to forward calls to more than one person. 

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 Screenshot

Delegates

You can assign delegates to receive and place calls on your behalf.

This is a two-step process: 1) Assign a delegate, 2) Select delegate under Forwarding calls.

Assign a Delegate

1. Select Settings [ellipsis icon in the top bar next to University of Kansas].
   View Screenshot
2. Select General from the left panel. 
3. Scroll to and select Manage delegates button.
4. Select Your delegates from tab at top of screen.
5. Type name of delegate and select. 
6. Select or deselect options.
   View Screenshot
7. Be sure to assign the Forward calls to your new delegate. [see below]

Your delegate gets notified about their new status.

Remove or Edit Delegate Permissions

1. Select Settings [ellipsis icon in the top bar next to University of Kansas].
   View Screenshot
2. Select General from the left panel. 
3. Scroll to and select Manage delegates button.
4. Select Your delegates from tab at top of screen.
5. Hover over delegate name and select the ellipsis icon to the right of their name. 
6. Select Edit Permission or Remove Delegate
   View Screenshot.

Forward Calls to Delegates

1. Select Settings [ellipsis icon in the top bar next to University of Kansas].
   View ScreenshotSelect ellipsis icon, then Settings.
2. Select Calls from the left panel. 
3. Under Call answering rules, select Forward calls. 
4. Select the Forward to... dropdown. 
5. Select My delegates.
   View ScreenshotSelect Forward my calls, then My delegates.

If you did not assign a delegate first, this option will not appear.

Delegate Role

Receive Calls

When you have been assigned the delegate role and calls are forwarded to you, calls that you receive for the person for which you are a delegate will show their name at the top of the pop-up on your screen. 
View Screenshot

Place Calls

To make a call on their behalf:

1. Go to the calls interface and type the name or number of person just as you would to place a call for yourself.
2. Select the down arrow on the Call button to open options.
3. Select Call as [name of person you’re representing]
   View Screenshot

If Unanswered

If you, as the delegate, cannot answer the call, the phone rules set by the person you are representing will apply. For example, if that person has ‘If unanswered’ forward to voicemail, the call will go to their voicemail.

Manage Other Delegates

If you have been given permission to change call and delegate settings of the person you support,you can manage the settings and remove other delegates, as well as the call settings of the person you support. 

1. Select Settings [ellipsis icon in the top bar next to University of Kansas].
   View Screenshot
2. Select General from the left panel. 
3. Scroll to and select Manage delegates button.
4. From the People you support from tab at top of screen, select the ellipsis to the right of the name of the person you want to manage. 
5. Select the appropriate option in the panel. 

Contacts

Contact groups are used to route incoming calls to multiple people. It can ring them simutaneously or you can choose designate an order of who will receive the call. 

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.

Manage Notifications

When you receive an incoming call, you will get a banner notification pop upon your screen and a notification on your desktop app.
View ScreenshotExample of audio device options.
If you are presenting your screen or otherwise need to this temporarily disabled, make sure you change your status to Do Not Disturb. 

Two ways to change your Teams status: 

• From your Teams app, go to the search field at the top of the interface and type / to bring up options or /dnd to bring it up directly > Select
  View ScreenshotExample of audio device options.
• Select your Profile image > Select current status > Select Do not disturb
  View ScreenshotExample of audio device options.

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

Support

Technical Support: itcsc@ku.edu | 785-864-8080

Training Support: training@ku.edu | 785-864-5155