Microsoft Teams Phone Transition FAQs
Overview
McLennan Community College (MCC) is moving from Cisco desk phones to Microsoft Teams Phone. This change allows employees to make and receive work calls using Microsoft Teams on their computers. The following frequently asked questions (FAQs) explain how calls, headsets, phone numbers, and shared phones will work during and after the transition.
Call Management and Forwarding
1. If an employee is absent and their computer is turned off or locked, can incoming calls still be routed to another employee?
Yes. Calls can be routed to another employee through configured delegation, even when the original employee's computer is locked or turned off. Delegates and call-routing settings must be configured in advance.
2. Can employees configure calls to ring on another person's phone without contacting ISS?
Yes. Once Teams Phone is enabled, employees can manage call forwarding, simultaneous ringing, call groups, and delegates in Teams under Settings > Calls.
3. Can employees customize how calls are handled and choose different people to receive their calls?
Yes. Employees can choose who receives forwarded or unanswered calls and configure call groups or delegates. They can also set an out-of-office voicemail greeting that activates when Outlook automatic replies are enabled.
Headsets and Audio Devices
4. When using a Bluetooth headset, will incoming calls ring through the computer's speakers as well?
This depends on the audio settings in Teams. Employees can configure incoming calls to ring through both their headset and computer speakers.
- Open Microsoft Teams.
- Go to Settings > Devices.
- Keep the Bluetooth headset selected as the primary audio device.
- Under Secondary ringer, select the computer's speakers.
5. Can incoming calls ring only through a USB handset, wired headset, or Bluetooth headset?
Yes. Employees can configure Teams to use only their preferred audio device.
- Open Microsoft Teams.
- Go to Settings > Devices.
- Select the preferred handset or headset as the primary audio device.
- Set Secondary ringer to None.
6. If a headset is powered off or disconnected, will Teams automatically switch to the computer's speakers and microphone?
Not always. Automatic switching may not work consistently. If Teams does not switch audio devices, go to Settings > Devices and manually select the computer's speakers and microphone.
7. Are employees required to wear their headsets throughout the workday?
No. Employees can put on their headsets when making or receiving calls. They do not need to wear them throughout the workday. Using a headset also helps keep call audio private.
8. Can employees purchase their own Bluetooth headsets, and will ISS provide technical support?
Yes. Employees may use personally purchased Bluetooth headsets. However, ISS technical support is limited to approved equipment. An approved enterprise headset may receive troubleshooting support whether purchased personally or by a department.
Recommended headset:
Traditional Handsets and Equipment
9. Can employees request a traditional telephone-style handset instead of a headset?
Yes. Employees who prefer a traditional telephone-style handset should discuss the request with their supervisor. The department is responsible for purchasing the equipment.
The quoted cost is $51, and a department GL Code is required.
Supervisors can contact Kelly Tweeten or the Help Desk to arrange the purchase.
The handset connects to the computer through USB. It does not work independently and cannot receive calls when the computer is turned off.
Phone Numbers and Cisco Transition
10. How will calls to shared departmental numbers or reference desks ring on Teams and existing Cisco phones?
ISS must review and configure shared telephone arrangements.
Departments should submit a Help Desk ticket before migration. The request should include the shared telephone number and identify which Teams users and Cisco phones need to ring.
11. How will employees transfer or route calls between Teams Phone and Cisco telephones during the transition?
During the transition, some employees may have an "Other: XXXX" telephone number listed in Teams. Calling this number connects to the employee's Cisco desk phone.
Teams also allows employees to transfer calls directly or speak with the recipient before completing a transfer.
12. Will shared-space Cisco telephones remain operational during the transition?
Yes. Designated shared-space and classroom Cisco telephones will remain operational until a later phase of the project, currently planned for the next fiscal year.
However, an employee's individual Cisco desk phone will stop working once their telephone service moves to Teams Phone.
13. Can employees continue using four-digit extension dialing?
Yes. Employees can continue using four-digit extensions to call other MCC employees.
During migration, some contacts may also have an "Other: XXXX" entry in Teams that can be used to reach their Cisco desk phone.
14. Will employees still need to dial 9 to place outside calls?
No. Employees using Teams Phone can dial external telephone numbers directly without dialing 9 or entering a separate long-distance access code.
Emergency Calling
15. Will my E911 address update automatically when I work remotely?
Not necessarily. When working from home or another location outside MCC's control, employees are responsible for checking their E911 address in Teams.
If the address is missing or incorrect, employees must update it to reflect their current location. This helps emergency responders locate them if they call 911 through Teams.
Training and Support
16. Where will the recorded training session and additional instructional materials be available?
Edited segments of the recorded Teams Phone training session are planned for YouTube.
Additional instructions and training materials will be available in the Microsoft Teams section of the MCC IT Hub.
Employees may need to sign in to access employee-only resources.
Additional Details
- Some calling features and shared telephone arrangements may require ISS configuration during the transition.
- Employees should contact the Help Desk for assistance with Teams Phone or approved equipment.
- Additional training materials will be published in the MCC IT Hub as they become available.