MS Teams for Calling FAQ

  • Updated

What this article covers

This article covers the most frequently asked questions the University Help Desk receives regarding Microsoft (MS) Teams for calling. This is not a comprehensive list and continues to be updated as calls come into the Help Desk.

General

Settings

Voicemail

Mobile Phone

 GENERAL
 

What will happen when I am enabled with MS Teams for Calling? When you are enabled, you can expect the following:

  • You will be able to make and receive calls via MS Teams.
  • You will see a dial pad appear in the Calls tab of MS Teams. This is where you will make your calls.
  • Wherever you have the MS Teams app installed (laptop, desktop, mobile, etc.) you will have access to the phone system.

How do I know if I have MS Teams for Calling? You will see a dial pad in your Calls tab of MS Teams with your work phone number beneath it.

Where can I find my phone number? Your phone number can be found directly underneath your dial pad in the Calls tab.

Can I use Teams for Calling outside of FGCU? Yes. Your phone number is enabled in Microsoft Teams for making and receiving external calls. Utilize the dial pad under the Calls tab to initiate a call.
IMPORTANT NOTE: You will NO longer need to dial 9 to dial out, but you WILL need to dial the area code when dialing out (this also includes the 239 area code). Long distance calls still require prefacing with a 1.

Can I still communicate with colleagues who haven't transitioned yet? Yes. You can utilize MS Teams to chat and call any FGCU Employee (If they aren't using MS Teams yet, you can dial their work phone number to reach them).

Can I lock my FGCU Teams desktop phone? Yes. Protecting confidential information when you're away or with a visitor can be done by setting a Pin to lock your Teams Desktop Phone's screen. When locked, you will still be able to receive and answer calls. Refer to the Locking Your FGCU Teams Desktop Phone Quick Guide for complete instructions.

Can I still use Zoom for meetings? Yes. Zoom will not be replaced and you can continue to use it if you choose to.

How can I transfer calls? There are two options to transfer calls.

Blind Transfer (Cold transfer):

  1. When you're on a call, select Transfer in the ribbon at the top of the screen.
  2. Select Transfer again.
  3. Start typing the name of the person you want to transfer the call to and select them when they appear.
  4. If they're an internal contact and using MS Teams, toggle Ring back if there's no answer to On - this will send the caller back to you if the recipient doesn't answer.
  5. Select Transfer to complete the transfer or use the drop-down arrow to choose one of the following options:
    • Work voicemail to send it straight to their voicemail.
    • Work + (number) to transfer the call to their MS Teams number.

Consultative Transfer (Warm transfer): This allows you to check in with someone before transferring the call.

  1. When you're on a call, select Transfer in the ribbon at the top of the screen.
  2. Select Consult then Transfer.
  3. Under Choose a person to consult - invite someone, enter a number, or select from the list of suggestions.
  4. Once selected, click Chat and ask them if they can take the call.
    • Alternatively, you can use the drop-down to call them.
  5. Upon confirmation, click Transfer to send the call to them, or click Resume if they are not available.

What happens if my computer is not on when I receive a call? If your computer is off when you receive a call, the call will "ring" through the MS Teams app you have installed on other devices (i.e., mobile phone, iPad, tablet). If these devices are also off, the call will go to voicemail.

What do I do when it's time for a password reset? After you conduct a password reset at any time, you must sign out and sign back in to ALL of your devices running the MS Teams app:

1) Physical Desktop Phone - Log out of the phone BEFORE performing the password reset. Once the password reset is finished, complete the login/registration steps 1-7 on the first page of the FGCU Desktop Phone Quick Start Guide. 

2) Computer/Laptop - Within MS Teams, click on your profile picture > select Sign out. Then sign back in.

3) Mobile Device - Following the password reset, the MS Outlook app will require you to sign back into the app. When this step is completed, MS Outlook is integrated with the MS Teams app, which will automatically update (reboot) for you. 

How do I keep my devices from ringing when in a meeting/call? Click your profile picture in Teams, click on the current status, and select the "Do not disturb" status from the list. You will NOT receive any notifications including calls when this status is selected.
NOTE: A reminder notification will display at the top of the Teams app informing you that this status has been turned ON. If you decide to close this message, you must remember to change your status when you are finished with the meeting/call.
Teams Calling do not disturb message.png
REMEMBER to change your status when you're done with the meeting/call.
* For more details related to setting your status, refer to Can I show my status when I'm in a meeting/call? FAQ question below.

How can I avoid unwanted distractions (notifications) during meetings/calls? (i.e., calls ringing to multiple devices) You can avoid unwanted distractions during meetings by muting notifications. You'll still get alerts about activity related to the meeting you're in, like when someone sends a message to the meeting chat, but all other activity will be muted while you're in the meeting.

To turn off notifications during meetings:

1. In Teams, select Settings and more Ellipse.PNG > Settings.

2. Select Notifications and activity.

3. Uncheck the Show notifications during calls and meetings box.

Teams Notifications Dialog Box.png

To turn them back on, select Settings and more Ellipse.PNG > Settings > Notifications and activity and check the Show notifications during calls and meetings box.

Note: When you turn off notifications during meetings, you'll still receive meeting start notifications, calls, and urgent or priority notifications unless you turn them off in settings.

How will faxes be handled? The efax lines will be handled towards the end of the migration timeline since our analog faxes can remain through most of the project. We will migrate to a cloud efax platform which will be a website called NuWave.

How do I stop MS Teams Calling from auto-dialing when a partial number is entered? This only occurs when you pause after dialing 4 digits because it thinks you're entering an extension number. Please enter 3 or at least 5 digits before pausing or checking the number to keep auto-dialing from happening.

How do I reset the sidecar if wiped out after a phone update? Please access the How to Reset Sidecar If Wiped Out After a Phone Update Knowledge Base article.
 SETTINGS l To get to Settings: Click the 3 dots next to your Profile Picture.
 

Can I set it up to hear my incoming calls when I'm not wearing a headset? Yes. Go to:

Settings > Devices > Secondary Ringer > Select your computer speakers.

How do I set up call forwarding? To start forwarding your calls, go to Settings > Calls. Under Call answering rules, choose Forward my calls, and then select where you want your forwarded calls to go - voicemail, another person, or a call group.

How can I change my ringtone? To choose your ringtone, go to Settings > Calls then scroll down to see ringtones and choose one for incoming calls, transferred calls, and delegates (if needed).

Can I set up on/off hours notifications? Yes, this is referred to as 'Quiet hours/time'. 

  1. Open the Teams app on your mobile device and tap your profile picture in the top left corner.
  2. Select Notifications, and under Block notifications select During quiet time.
  3. Set specific times and days to mute notifications on that device.
  4. To sync your quiet time schedule across all your mobile devices, switch on the Set on Teams and Outlook toggle. Schedules will sync across all Teams and Outlook mobile apps that are signed into the same Microsoft account.

Important: All quiet time schedules will automatically sync with the device you enable this setting on. This action can't be reversed. 

Can I avoid unwanted notifications during meetings/calls? Yes. In Teams, access Settings and more Ellipse.PNG (top-right corner) > Settings > Notifications and activity to uncheck Show notifications during calls and meetings box.

Note: For additional call handling options, select Settings and more Ellipse.PNG > Settings > Calls

Can I block unwanted calls? Yes. Access the Blocking Unwanted Calls in MS Teams Knowledge Base article for complete instructions.

Can I show my status when I'm in a meeting/call? Yes, if you want to make sure people know when you're busy or away from your desk, set your status in Teams. The little dot on your profile picture indicates if you're available or not. 

Teams Status.png Teams Status Definitions.PNG

NOTE: A reminder notification will display at the top of the Teams app informing you that this status has been turned ON. If you decide to close this message, you must remember to change your status when you are finished with the meeting/call.
Teams Calling do not disturb message.png
IMPORTANT NOTE: When your status is set to "Do not disturb" you will NOT receive any notifications including calls.

Please access the Change Your Status in MS Teams Knowledge Base article for more.

Can I stop the Microsoft quality surveys from popping up after meetings/calls? Yes, you can. Within MS Teams, access Settings > Privacy > Surveys and toggle OFF "Participate in surveys from Teams".
Note: You must restart MS Teams for the setting to take effect.
 VOICEMAIL
 

Will I still have access to saved voicemail messages after the Go Live date? Yes and No. Any voicemail messages saved in Outlook will remain. Any voicemails saved on the Avaya phone will be LOST after the transition to MS Teams Calling. Please save voicemails or capture critical information BEFORE your Go Live date.

How do I set up my voicemail? Go to Settings > Calls > Configure Voicemail > Record a Greeting. MS Teams will prompt you to record two greetings - a standard voicemail greeting and Out of Office greeting.

How do I check voicemail? When you receive a voicemail, it will appear in the Calls tab of MS Teams and via an Outlook email attachment. You can listen to the message on your computer or mobile device.

How do I send my incoming calls to voicemail? You can send your incoming calls to voicemail by setting your presence/status to Do Not Disturb or forwarding your calls to Voicemail. To forward calls to voicemail, go to Settings > Calls > Forward my Calls > Voicemail.

Will I receive voicemails via Outlook or only in MS Teams? You will receive voicemails in both (See example below showing the Outlook voicemail email).
Teams Calling Voicemail Email.PNG

 MOBILE PHONE
 

How can I set up the Mobile app, so I don't receive notifications after hours? MS Teams Calls has a Quiet Hours feature, that can help manage when you receive notifications.

  • Open MS Teams Calls on a mobile device and click your profile picture in the upper left-hand corner.
  • Select Settings > Notifications.
  • Set both Quiet Hours and Quiet Days.

These settings will not block incoming calls, just stop MS Teams notifications from coming through.

Will my personal mobile phone number be visible if I use the MS Teams app using my mobile phone? No. Using the MS Teams app to dial out will show your work phone number.

Can I set up MS Teams to allow the choice of answering a call on our cell or our computer? Yes, if you have the MS Teams mobile app on your phone, you can answer a call on your cell phone or your computer. You can also transfer between the two.

 

University Help Desk: ITS Knowledge Base | Blue-Email-Icon.jpg Email Help Desk | Blue-Phone-Icon.png 239-590-1188
Monday-Friday from 7am to 10pm and Saturdays from 8am to 5pm