Telephony over Teams: Getting Started

The aim of this page is to help you start to navigate the service's functionality

Notice: Telephony replacement project

In response to BT switching off analogue lines in January 2027, the Telephony Replacement Project is currently coordinating the replacement of centrally managed analogue and critical phone lines.  In future (likely later in 2025) the project will also be reviewing the Chorus VOIP (digital line) service. For more information see the Telephony replacement project webpage.

 

Telephony over Teams offers you the ability to make, receive, and transfer calls through your Teams client. You can also handle voicemails, view call history, set up call queues, and delegate calls to colleagues.

The following video, created by the IT Learning Centre, gives you a flavour of what Telephony over Teams looks like and how it works. For more detail and guidance, please see the section below.

https://web.microsoftstream.com/embed/video/d3d26d79-29fe-40b1-8479-eb244a51de0c?autoplay=false&showinfo=true

This is not an exhaustive list of functionality, but it should help you get started:

I want to: How do I do it?
Make calls

You can do this from Teams chat for University staff, or use the dial pad to dial out to external numbers.

Please see the official Microsoft documentation for further guidance.
Receive or decline calls

When you receive a call on a PC or mobile, a pop-up will offer you the choice to answer or decline.

Follow this link for the official Microsoft documentation on receiving or declining calls.
Transfer calls

Click on ...More Options while you're in a call, and you'll be able to make a call transfer.

Follow this link for the official Microsoft documentation on transferring calls.
Forward my calls

You can set up call forwarding under the 'forwarding' menu under your dial pad.

Follow this link for the official Microsoft documentation on call forwarding.
Put calls on hold

Click on ..More Options while you're in a call, and select 'Hold'. Resume the call by clicking 'Resume' in the same menu.

Follow this link for the official Microsoft documentation on pausing and resuming calls.
View my call history

Your call history can be found in the Calls tab of your Teams client.

You can find out more about call history by following this link to the official Microsoft documentation.
Check voicemail

Voicemail can be found within your call history.

The official Microsoft documentation can help you find your voice messages and transcripts.
Allow colleagues to pick up my calls

You can create a call group in your Teams client under Settings > Calls.  People you add to the group will receive an notification when you receive a call, and will be able to take the call.

The official Microsoft documentation can give you further guidance on setting up Call Groups.
Delegate my calls to an assistant

You can delegate responsibility for making and receiving calls on your behalf to a colleague in the Teams client in the Settings menu, under General > Delegation.

Find out more about call delegation in the official Microsoft Documentation.
Use a Telephony over Teams desk phone First, speak with your local IT office to make sure that your local network is set up to use Teams Telephony deskphones. If it is, check which of the Chorus Team's supported devices you want by looking at the supported devices page.
Manage Telephony over Teams notifications across different devices Teams notifications can be complex to manage particularly on mobile devices.  Local settings will take precedence over what users set in their Teams client, which can lead to confusion.  Microsoft have compiled useful guidance to help users manage their notifications on iOS and Android devices.

Related links

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