Telephony over Teams: Group Working

The aim of this page is to help users decide which Telephony over Teams group working options are most appropriate for their team or unit

Notice: Telephony replacement project

In response to BT switching off analogue lines in late 2025, 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 several options for group working. These options can work together, and because Teams can be run as an app on your PC or mobile device, all options facilitate hybrid working. If you need any further advice on which options to use, please see Chorus support.

I need to: Solution How do I set it up?
Answer calls on behalf of colleagues Call Group Call groups can be created in the Teams client by following these instructions.
Answer calls on behalf of my manager Call Delegation Managers need to set up call delegation in their Teams client to send their calls to their assistants.  Call Delegation can be configured by following these instructions.
Make calls on behalf of my manager Call Delegation Managers need to set up call delegation in their Teams client to allow assistants to make calls on their behalf.  Call Delegation can be configured by following these instructions.
Answer an enquiries line staffed by multiple team members Call queue Complete the 'Call Queues and Auto Attendants' Service Request in Chorus IT self service for help setting this up.  For more information on how call queues work, see Using Call Queues
Set up a phone menu which can play welcome messages, or handle calls differently according to the time of day Auto Attendant Complete the 'Call Queues and Auto Attendants' Service Request in Chorus IT self service for help setting this up.  For more information on how call queues work, see Using Call Queues

 

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