FAQs and Common Issues

MS Teams Phone icon

 

 

 

 

OVERVIEW

 

DETAILS

 

General FAQs

WHAT IS A MICROSOFT TEAMS PHONE?

Microsoft (MS) Teams Phone allows you to make and receive calls with Teams using your computer/ laptop and mobile phones. Learn more about MS Teams for Calling HERE

WILL I STILL HAVE MY DESKTOP PHONE?

Once you transition to Microsoft Teams Phone, you will not need a physical phone.

ARE COMPUTERS MANDATORY TO USE MS TEAMS PHONES?

MS Teams Phone is typically used with a work computer, but you can make and receive calls even with your smartphones and tablets

How does voicemail work? 

MS Teams Voicemail allows users to receive voice messages directly within the Microsoft Application. Learn more about MS Teams Voicemail HERE

CAN USERS CUSTOMIZE THEIR OUTGOING MESSAGES? 

Users can customize their voicemail under the MS Teams Voicemail Settings. Learn more on how to manage your voicemail settings HERE.

CAN VOICEMAILS BE SENT TO EMAIL? 

Yes, voicemails in Microsoft Teams can also be sent to email. This is part of the unified messaging feature, where voicemail messages are delivered directly to the user's inbox as an audio file attachment. Additionally, transcription can be enabled.

Can I make emergency calls?

Yes, you can make emergency calls in Microsoft Teams.

Do you have to be logged in to Teams to know that someone is calling you?

You must be logged into MS Teams to know that someone is calling you, Teams is set to automatically launch on SFU Windows-based computers. If you are logged into MS Teams on your mobile phone or desktop/laptop you will also be able to make and receive calls

Why are we doing this and why now?

The project aims to modernize our telephony system, communication infrastructure, save costs and better accommodate the evolving faculty and staff needs at the university.

What is the value/benefits we’re hoping to bring to our community?

The integration into MS Teams consolidates our communication tools into a single platform and provides seamless call management across devices and locations. 

do i have to give up my existing phone number?

No, you can retain your existing phone number.

Would the user need training to use these phones?

IT will provide training and support to ensure a smooth transition. Learn more about MS Teams for Calling here

 Will there be disruption to work/teaching Environments?

The implementation will occur in phases to ensure minimum disruption. SFU IT will handle the transition for SFU-managed devices. Detailed instructions will be provided for unmanaged devices.

Is this optional? Can users opt out?
Migration from the existing system to the MS Teams Phone is expected for the phone lines specified within the project’s scope.
What are the timelines for this project?

The migration to MS Teams Phones will occur in phases to ensure a smooth transition. This change will primarily be automatic, but staff will be provided with training, training resources and IT support to ensure a successful migration to Teams Phone usage.

The major elements of the transition include the following:

Planning and Preparation

  • Telco Vendor Selection and Negotiation
  • Prepare Funding, Support Models
  • Refine and approve implementation approach

Implementation / Roll-out

Implementation will include: 

  • Pilot- target Q1/2025 
  • Faculty and Staff, General office lines
  • Classrooms and Meeting Spaces 
  • Emergency Phones 
  • Special Cases (as necessary)

Decommissioning and Clean-up

MS Teams Phone Planning and Preparation flow diagram 

Following these phases, the university will start decommissioning obsolete equipment as part of the upgrade process. 

Note: The implementation dates provided are tentative and subject to change.

Refer to the Teams Phone for Calling Page

What is my role during the transition?

This change will be automatic, requiring no action from you. IT support will be available throughout the transition. 

What Are the cost savings of this project?

This initiative is expected to reduce annual phone expenses. Details on the new funding model are forthcoming.

Will i have the same functionality as my current analog  phone line?

Yes, although it may be provided in a different manner with the MS Teams Phone

 

Common Issues After Migration

I STILL DON'T SEE THE DIAL PAD ON MY TEAMS APP

If you have been migrated to Teams Phone, and the dial pad is missing on your desktop or mobile device, try restarting your device. 


If this doesn't work, please contact IT to ensure your account has the correct license assigned and you have been enabled for MS Teams Phone.

unable to hear the caller/ the caller is unable to hear me

If you're having trouble hearing others in your Teams calls and meetings, the problem is either with your speaker not working, or with their microphone. If you’re the only one who can’t hear them, there might be an issue with your speaker. 

See HERE for Tips for Checking your speaker settings in Teams 

what is my phone number?

Open the Microsoft Teams desktop application. 

Select the Calls tab from the app bar on the left-hand side of the user interface. 

If a Teams phone number has been assigned to you it will be displayed underneath the dialer, as illustrated in the screenshot below. 

Uploaded Image (Thumbnail)
How To forward calls?
How to check voicemail?
How to change my voicemail password?  

MS Teams Phone is associated with your Microsoft Account. If you need to change your Microsoft Account, your Teams Phone account password also changes. 

See HERE for Now to change your Microsoft Account Password 

How to make calls using my mobile device? 

Questions? Please contact phones@sfu.ca