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Microsoft (MS) Teams Phones
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OVERVIEW
As part of SFU’s goal to modernize, align and reduce the cost of our technology, SFU is moving from desktop phones to Microsoft Teams softphones (software-based phone application within MS Teams). MS Teams Phones is functional within MS Teams and is already in use across the university for instant messaging, video conferencing and file sharing. For instructions on how to sign-in to Teams, see here.
MS Teams Phone is a softphone and can be used on desktop computers, laptops and smartphones, providing the flexibility to make and receive calls anywhere, anytime, across devices.
Benefits of using MS Teams as your main phone:
- Flexibility – make and receive calls anywhere, anytime across devices
- Adaptability – Easily move between your headset and a variety of devices, including mobile.
- Capability – Transfer calls to an internal contact, external number or even your voicemail
- Productivity – Call your contacts with on click, alleviating the need to remember phone numbers
- Cost saving – Upon completion of the project, savings will be realized by the university
Timeline
There are many purposes for phones, in general, within SFU. We are gradually transitioning.
- The first phase of our transition to MS Teams Phones focuses on faculty and staff lines, general office lines and call flows.
- The next phase will focus on classroom phones, meeting spaces and emergency phones.
During the first phase, the project team will be reaching out to departmental administrators to understand specific use-cases and departmental call flow.
Transitions to MS Teams Phones will be carried out in groups, rather than a broad approach. This enables a faster turnaround for setup and a smoother transition.
For information on the other phone system, visit here.
Training & Knowledge Base
Training sessions for MS Teams Phones will be available closer to your department’s transition date. A member of the MS Teams Phones project will reach out to your department to provide more information as it nears your transition period.
Videos and resources for step-by-step instructions
Training Material
Knowledge Base
More information about MS Teams functionality for calling can be found here.
What to Do When It’s Time for Your Department to Move
1. Notification: You’ll receive a notification when it’s your department’s scheduled time to move.
2. Attend Training: Participate in training to ensure a smooth transition. (see training schedule above)
3. Sign In to Teams: Make sure you’re signed into Microsoft Teams using your SFU account on your computer and/or mobile phone. For instructions on how to sign-in to Teams see here
On the Day of Cutover
4. Unplug Your Phone: A personnel member will be coming by to unplug and take your current desk phone.
5. Open Microsoft Teams: Launch Teams. You should see the dial pad. If it’s not visible, restart your device.
6. Setup emergency
7. Setup voice mailbox (Learn more about MS Teams Voicemail HERE)
NOTE: The first week you may still get calls from MS Teams Phone and your physical handset so please ensure you check where your voice message is stored.
FAQS
General
What is MS Team phone/softphone?
Your Microsoft Teams Phone is a software-based calling solution integrated into Microsoft Teams. It can be used on your desktop computer, laptop and smartphones. With Teams Phone, you can make and receive calls, as well as transfer them—just like you would with a traditional desk phone.
Administrative
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.
How will this save my department money? What will be the new funding model?
This is an exciting development that will support the University in achieving cost savings. The funding model is currently nearing finalization, and additional information will be shared once the details are confirmed.
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.
How do I collect phones? (For departmental administrators)
1. Check the network cable connection:
- If the cable is shared with another device (e.g., a PC), unplug it from the phone only and leave it connected to the PC.
- If the cable is not shared, unplug it from the wall. If the wall outlet is not accessible, unplug it from the phone instead.
2. Prepare the phone for collection:
- Neatly wrap all cables around the phone.
- Place the phone and cables in a box.
- Leave the box in the designated hallway area for pickup.
Phone Numbers
Will my number change?
Your number will remain the same.
How to find 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.
Equipment
Will I still have a desk phone?
Once you transition to Microsoft Teams softphone, you will not need a physical phone. The old physical handset will not work with the new software. If you would like to request a physical handset, you will be responsible for the cost. Please submit your request to phones@sfu.ca.
How much does a Desk phone cost?
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. You will need to sign into MS Teams with your SFU account. For instructions on how to sign-in to Teams, see
here.
Functionality
Can voicemails be sent to email?
Yes, voicemails in Microsoft Teams will be delivered directly sent to email 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, otherwise it will go directly to voicemail. If you are logged into MS Teams on your mobile phone or desktop/laptop you will also be able to make and receive calls
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
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, check your speaker 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