Calling with Microsoft Teams Telephony

Overview

Queen's Teams Telephony service can enable Staff and Faculty to make, receive, and transfer calls to and from landlines and mobile phones on the public telephone network. External callers can dial your Queen's phone number (direct or extension) and the call will ring on your Teams Client. This article will provides how-to instructions for common calling features in Microsoft Teams. 

Make a phone call

Calling in Teams supports basic Phone System features, such as call answering and initiating (by name and number) with an integrated dial pad, call holding and retrieving, call forwarding and simultaneous ringing, call history, voicemail, and emergency calls.

1. In Microsoft Teams, select Calls.
   
   
   
2. Type a name or number on the dial pad, and select Call when you're ready.
   
   
   

Review and filter your calls

1. In your Microsoft Teams client, go to Calls, the History is located in the middle of the page.
   
   
   
2. Use one of the preset filters: All, Missed, Incoming, Voicemail to filter your calls.
   
   
   
3. To customize your filtered view, select the filter button.
   
   
   
4. Enter a name or number or select More options (...) to filter calls by one of the following types: Outgoing, Incoming, Missed, Voicemail.
   
   
   

Block spam callers

The Teams client does allow individual users enabled with Teams Telephony service to block PSTN calls. Keep in mind that you are only able to block external (outside of Queen’s) callers.

Note: Blocked callers may experience slightly different behaviours when they've been blocked. The behaviour is based on how the blocked caller's carrier handles the notification that the call isn't allowed to be successfully completed. Examples may include a carrier message stating the call can't be completed as dialed, or simply dropping the call.

Block a number

1. Open the Microsoft Teams client (desktop/web) and navigate to the Calls app.
   
   
2. Once in the Calls app, hover over the external phone number/caller you want to block, click the More options (…) and then click Block.
   
   
   
3. The “Blocked” tag will appear beside the number indicating it is blocked. 
   
   
   
4. Once a number is blocked, the option to Unblock will be available in the More options (…) menu and the number will be added to your blocked list (refer to Managed blocked numbers).
   

Manage blocked numbers

1. To view and manage the numbers you've blocked, select Settings and more (…) next to your profile picture at the top of Teams and then choose Settings
   
   
2. Select Privacy and navigate to the Blocked contacts section:
   
   1. To block anonymous calls, select Block calls with no caller ID. 
   2. To view and edit any number you’ve blocked, click Edit blocked contacts.
      
      
      To remove them from the list click Unblock.
      

Play a voicemail

1. Within Microsoft Teams, go to Calls and click on the Voicemail preset filter.
   
   
   
2. Select a voicemail from the list.
   
   
3. In the bottom right of the Details pane, select the Play button.
   
   
4. You can also read a voicemail transcript in the Details pane if one's available.

For information on getting started with Teams voicemail, including how to setup and configure your voicemail settings, refer to the Microsoft Teams Voicemail page. 

Manage your Speed Dial group

Speed dial groups show numbers you can quickly call.

1. 1. To add a contact, go to Calls, under Speed dial, select the more options (...) and then Add a contact to this group.
      
      
      
   2. Type a name, choose someone, and select Add.
      
      
   3. Hover over a contact's speed dial card to start an audio or video call.
      

Manage call notifications

• If you belong to a call group, select the Call group menu to manage your call notifications.
  
  
• To change your call forwarding, select the Forwarding menu, choose an option, or select More Settings.
  
  
• To manage your audio devices, select the Audio Devices menu, choose an option, or select Device settings.
  
  

Transfer a call

1. When you're in a call, on the call controls, select More actions (...) > Transfer.
   
   
2. Type in who to transfer the call to, and choose them.
   
   
3. Select Transfer to finish it.
   
   

Merge a call

If you're on a call and want to pull someone new in, merge your existing call with a new one.

1. 1. Go to Calls, type a name or number, and select Call.  Your first call automatically gets put on hold when you make the second call.
      
      
   2. After the second call connects, on your call controls, select More actions (...) > Merge Calls.
      
      
   3. Choose a call to merge with, and then select Merge.

Park a call

Place a call on hold on one device and pick it up from another.

1. 1. When you're on a call with your first device, select More actions (...) > Park Call.  Teams give you a unique code to retrieve your call later.
      
      
   2. On a second device, such as a mobile phone, go to the Teams app and select Calls.
      
      
   3. Tap Make a call > Parked calls.
      
      
   4. Enter the unique code and tap Pick up.
      
      
   5. If needed, select More actions (...) to view more conferencing options.
      
      

Add a delegate to answer or make calls on your behalf

1. In Microsoft Teams, select the Settings and more (...) next to your profile image, and select Settings.
   
   
   
2. Select General, and scroll down to select Manage delegates.
   
3. Select Your delegates and type the person's name or email address.
   
   
   
4. Choose which permissions to give them, and then select Add.
   
   
   
5. Your delegate gets notified about their new status.
   
   
6. Under Calls, select Forward my calls, and then select My delegates from the "Forward to" drop-down list to have your calls forwarded to  all your delegates.
   
   
   

Teams Calls tab overview

The following provides a general overview of the components of the Teams Calls tab.

1. Teams Calls app tile with a missed call indicator overlay.
2. Phone area
3. Contacts area
4. Teams calls dial-pad
5. Field for entering a phone number or contact name
6. Call button - Note: only becomes activated when a number/name has been entered
7. Your work number
8. Call forwarding status and setting
9. Audio device status and setting
10. Call history
11. Call history filters
12. Speed dial groups, including custom groups. Note: pinnedGroup is a legacy group from Skype for Business. Refer to Create, edit, or delete a contact group in Teams for instructions sets for managing these groups.
13. Settings and more. Used to access settings related to Teams calling.

Learn more

Search this knowledge base to learn more about Teams calling or refer to Microsoft's Teams calling support articles from the Teams Help & Learning Center.