Telephony over Teams guidance for IT support staff (ITSS) and telephone coordinators

If you can't find the information you need, please email the project team at chorusupgrade@it.ox.ac.uk.

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The project will be moving users over to Telephony over Teams in June 2022.

Telephony over Teams is charged in the same way as Chorus telephony, so if a unit wishes to give a number to a student or postgrad, they can do so out of their spare numbers.The cost to the unit is the same, regardless of Teams or Chorus, staff or student. 

No, the project is only moving people to Telephony over Teams who have been identified as either using a Softphone, the smartphone client (OSMO), or who use the web client to forward calls as a preferred device. These people, and their local IT support, have been contacted and have confirmed that they want to move across to Telephony over Teams.

We are currently working with local IT officers (ITSS) and telephone co-ordinators to identify the people in their college/PPH/department or other area who are likely to want a Telephony over Teams licence, and will ask them to confirm directly with those people plans for their telephony set up.

 

Yes. The remaining phones, including non-person phones, such as lifts, lodges, meeting rooms and critical and analogue lines still need a system to run on.

This project focuses only on moving people to Telephony on Teams. Non-person extensions and shared space phones will remain on Chorus, although we are looking into how Common Area Phones might work on Telephony over Teams.

Yes, they have been added to Phoneman as of 1st March 2022. Please liaise with your telephone co-ordinator if you need access to Phoneman.

The project team are investigating this with suppliers.  However, any buy-back is not likely to be in the current project / before August 2023.

We would suggest keeping a stock of handsets locally for use if users wish to move back to Chorus and for breakages.

The cost model will not change until 2023/24 as the project will pick up costs. Any changes for 2023/24 will be communicated early in 2023.

Voicemail for existing Chorus users will not be changing although how you access may change. You will no longer be able to use the web portal to view and listen to voicemail, but you can use this separate voicemail interface (requires VPN). You will carry on receiving an email with voicemail as an audio attachment.

For those moving to telephony over Teams, you will have a new Teams-based voicemail.

New starters are not eligible for Telephony over Teams at this stage, but please email chorusupgrade@it.ox.ac.uk if they're covering for someone who was eligible who has had to go on leave.

We only have a limited number of Telephony over Teams licenses at this stage, but we hope in the longer term, over the next few years, to move more people from Chorus to Telephony over Teams

Yes:

Users will not be moved automatically. The Project Team will confirm with the department or college which individuals will move prior to migration.

Yes, if someone needs to make external phone calls using their University number whilst working from home, then they will need to move to Telephony over Teams

Please see the Managing Telephony over Teams and Chorus page for further information.

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No, unless you want to have a physical Chorus phone too (perhaps to forward calls between the two). If you migrate your number, you will be able to use Telephony in Teams, but not a Chorus phone.

Yes, apart from voicemail because there is a separate portal for voicemail (https://voicemail.chorus.ox.ac.uk). All other functions, such as forwarding, will have to be done with the handset.

This project will move no more than 1500 users to Telephony on Teams. The Chorus system will be upgraded, meaning that the existing handsets can remain in place.

Yes, we expect there will be movement back and forth. In the beginning there will be service requests to do this, but we are planning to incorporate this into Phoneman. Handsets will not be collected this academic year so people that move back to Chorus will still have theirs available for use.

They are staying on Chorus, although we are looking into how Common Area Phones might work on Telephony over Teams.

A 2N Intercom dialling a Chorus phone will work, and pass video. 2N intercoms will also work with Telephony over Teams, but with no video.

Users on Chorus can still hold ad hoc teleconferences on their phones; however, scheduling teleconferences will no longer be possible. This should done through Teams. You can invite external (non-University) attendees to a Teams meeting by using their email address

Import these contacts into Outlook.  

  • Open File Explorer and find the file that you downloaded from the OpenScape portal. If you did not rename it or change the file destination, you'll see it in your Downloads folder with the name address.txt*
  • Change the file extension. To do this, select the file and press the F2 key, or right-click on the file and choose 'Rename'. Change ".txt" to ".csv". A warning box will come up: click 'Yes'
  • Go to Outlook and choose File > Open & Export > Import/Export
  • Select 'Import from another program or file'.  Click 'Next'
  • Select 'Comma Separated Values'.  Click 'Next'
  • Click 'Browse', then navigate to the location of your file ("Address.csv").  Click 'Next'**
  • Select the 'Contacts' (with the business card icon next to it) from the list of options for destination folder. Click 'Next'
  • Check that the checkbox next to 'Import "address.csv" into folder: Contacts' is ticked, then click 'Finish'
  • Go to Home, then navigate to your Contacts list ('Two people' icon near the bottom-left of the screen). You should see your new contacts imported along with your existing contacts. If you have duplicates, review each entry and clean the data as appropriate
  • After about 10 minutes, go to Teams > Calls and click on the Contacts tab. You should see all your new contacts in this list

Troubleshooting: 

*If you can’t see the file extension to edit it, you may need to enable this in File Explorer. Go to the View section of the window and tick the “File name extensions” checkbox.

** It is likely that you will generate duplicates into Outlook regardless of how you configure the duplicate settings during import. This is because the file you are importing may have different data for each contact compared to any contacts you have added manually to Outlook.

Please see the Telephony over Teams: getting started page for further information.

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Individuals can block calls in the Teams client. It is not yet clear if a number can be blocked from calling any extension using Telephony on Teams.

Yes. Chorus numbers also go in the GAL, unless they're ex-directory.

Yes. This is set in your Teams client.

Teams has a built in voicemail client, with a transcription service. So long as the recording is clear enough, the transcription is sent through to the user via email. Messages can be listened to through the Teams client.

Yes. You can set the authentication method as phone, and enter your Teams number, and then your Teams client will ring. This was successfully tested during the project pilot. However, you are strongly advised not to rely on this as your only MFA method - here is guidance for setting up another method

Project (secondary) accounts don't have their own Teams license so it's not possible to have Telephony over Teams in this case.

 

The Chorus preferred device allows users to make and receive calls using any phone (mobile, home etc) while only showing the work number.

This works differently with Telephony over Teams. You will need the Teams client installed somewhere, either on a mobile, tablet, laptop or desktop. Calls to your Telephony on Teams extension will be delivered to every device where it is installed, and your personal number will never be exposed.

You can always call 999 from a Telephony over Teams line, as long as you have an internet connection, but the handler will not get your location. This is the same when you call from a Chorus soft phone.

Yes, you can only use Telephony over Teams on your mobile if you install the Teams app and use that to make and receive calls. However, you can set your notifications to only notify you about calls, and not any other messages from Teams, if you want.

They can take calls on their University number while logged onto their University account.

Yes, calls will go to voicemail during this period, unless you also have Teams installed on another device such as a mobile phone, in which case it would ring on that device.

They can do that at the moment using Teams, with their email address. If you require a number for external participants to call into via a phone, that is available via a service request.

Support for ToT deskphones will be available before users are moved to Telephony over Teams.

Initially, by the Chorus support team. Phoneman will pick this up in the next phase of development.

No, unfortunately, the project does not have a budget for hardware provision.

No. The you will make and receive calls from your University number through the app. Your personal number is never shared.

Users have to be logged into Teams for the device to function. Common Area Phones, such as receptions, are not within the scope of this project, although we are looking into how these might work on Telephony over Teams.

You can be signed into a maximum of five devices at once.

Please see the Telephony over Teams: group working page for further information.

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Contact Center is being upgraded and you will be able to use it with a deskphone, or handle calls through its own built in softphone.

All members of the team will have to move to ToT, along with the pilot number.

A single point of contact such as an enquiries line, reception, or support team is best served by moving to Telephony over Teams and setting up a Call Queue (known on Chorus as a Hunt Group). Team members can be assigned calls according to their availability, and will be able to handle calls remotely using either the Desktop Client or their mobile device.

Yes, but you and all the Executives will need to move to Telephony over Teams, you can't manage someone else's phone if you are using Telephony over Teams and they have a Chorus phone.

Please email the project chorusupgrade@it.ox.ac.uk and a member of the technical team will advise on a case-by-case basis. For EA groups to function, all parties must be on Telephony over Teams or Chorus.

The Teams "incoming call" notification will tell you which call queue an incoming call is for.

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There will be a dedicated VLAN for Teams deskphones presented to the Frodo. Once the project team have configured and tested this network, details will be circulated.

No. You should watch for updates from the PCI-DSS project.

Critical and analogue lines will stay on Chorus and will not be affected

The same thing as happens at the moment - the telephone co-ordinator can unassign the user or choose to allow them to take their number to the new unit.

Please see this Microsoft information on the firewall rules required.

The following URLs need to be excluded from web proxies:

Purpose

URLs To Be Excluded

Web Proxy Exceptions

*.lync.com, *.skype.com, *.teams.microsoft.com, teams.microsoft.com, *.broadcast.skype.com, broadcast.skype.com, quicktips.skypeforbusiness.com, *.sfbassets.com, *.urlp.sfbassets.com, skypemaprdsitus.trafficmanager.net, *.keydelivery.mediaservices.windows.net, *.msecnd.net, *.streaming.mediaservices.windows.net, ajax.aspnetcdn.com, mlccdn.blob.core.windows.net, aka.ms, amp.azure.net, *.users.storage.live.com, *.adl.windows.com, *.skypeforbusiness.com, *.dc.trouter.io, scsinstrument-ss-us.trafficmanager.net, scsquery-ss-asia.trafficmanager.net, scsquery-ss-eu.trafficmanager.net, scsquery-ss-us.trafficmanager.net, *.msedge.net, compass-ssl.microsoft.com, *.mstea.ms, *.secure.skypeassets.com, mlccdnprod.azureedge.net, videoplayercdn.osi.office.net, *.tenor.com

As of 1 March 2022, a new column is visible in Phoneman which lists the people that the Chorus project believes are eligible for Telephony over Teams, because they have previously used the Chorus functionality that is not going to be available after the Chorus upgrade, namely softphone, OSMO mobile app and setting preferred device via the web portal. Additionally, people who are part of groups with people eligible for Telephony over Teams are listed because the whole group should either stay on Chorus or move to Telephony over Teams.

  • "Eligible" means the user is currently making use of Chorus functionality which will be moving to ToT - we think they need to move to ToT as a priority
  • "HG" means Hunt Group
  • "PUG" means "Pickup group"
  • "EA" means "Executive/Assistant group"
  • OSCC means the user is part of a Contact Center. Most OSCC users aren't eligible for ToT (Contact Center is being upgraded, so won't have any loss of functionality); however, team leaders of OSCCs may be.

Please see the Chorus glossary for more details about what these terms mean.

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