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

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.

Yes. This can be done from the phone, or via a call to the system using a function called 'Remote Activation Call Forwarding'

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

• Go to https://web.chorus.ox.ac.uk/tweb/portal/req?loadOpenScape (this is not the regular web client you may have previously used) 
• Click on Contacts, then the pencil icon 
• Choose Export and MS Outlook English - it exports as a text file 

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.

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.

Yes

Yes

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, headsets that work for Teams now will work fine for Telephony over Teams

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.

The call will go to voicemail.

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.

Yes, ask the Chorus team

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

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.