Microsoft Teams Phone FAQ

What is Microsoft Teams Phone? Microsoft Teams Phone integrates calling capabilities into Microsoft Teams, allowing users to make and receive phone calls directly from the Teams app. NIC is migrating from the current Mitel phone service to Microsoft Teams Phone. 

What is the difference between a Teams call and a phone call in Teams? A Teams call is an internal call between Teams users (this replaces NIC’s traditional 4-digit dialing), while a phone call in Teams uses the telephone system to call external phone numbers. 

Can I use my existing desk phone with Teams? No, the Mitel system is incompatible with Teams, so your current Mitel phone will not work with Teams. Your Mitel phone will be decommissioned when you are switched over to Teams calling. 

Can I make emergency calls from Teams like I did with my Mitel phone? Yes, you can make emergency calls using Teams but your location will show as your main campus. 

Does Teams work with Bluetooth or wired headsets? Yes, Teams works with both Bluetooth and wired headsets. Just ensure your headset is properly connected and selected as the primary audio device in Teams settings. 

How do I configure Teams to use my headset for calls? Go to Teams > Settings > Devices. Under "Audio devices," select your headset for both speaker and microphone. 

How do I make a call using Microsoft Teams? To make a call, click on the “Calls” icon on the left sidebar, then use the dial pad or search for a contact to initiate the call. Please note that you do not have to dial 9 for an outside line. 

How do I call other NIC employees? NIC’s traditional 4-digit internal dialing is no longer supported. The method to call other NIC employees is a standard Teams Chat (audio or video call). Note that while NIC is in the process of changing over to the Microsoft Teams Phone solution, some users may still be calling via 4-digits. These calls will display as coming from 250-334-5000 to the receiving party. 

Can I receive calls on Microsoft Teams? Yes, you can receive calls on Microsoft Teams. Ensure your status is set to “Available” and you have the Teams app open. 

How do I set up voicemail in Teams? Voicemail is not enabled by default. You will need to go to Settings > Calls, then change the setting for “When you can’t answer a call” to “Redirect to voicemail”. Here you will find other options like how long Teams rings before it goes to voicemail, and settings to manage a custom greeting.  
How do I check my voicemail in Teams? Go to the "Calls" tab, then select "Voicemail" at the top of the page to filter results. You can listen to, read, or delete your voicemails here. 

Can I transfer calls to another user? Yes, during a call, click on the “Transfer” button at the top of the window. You can choose to transfer directly or consult first before transferring the call. Search for the contact or enter a number to transfer. 

How do I check my call history? Your call history is available under the “Calls” section. Here, you can see all incoming, outgoing, and missed calls, as well as voicemail messages. You can click on any entry to redial the number or view additional details. 

How do I mute or unmute myself during a call? During a call, click on the microphone icon to mute or unmute yourself. 

Can I use Microsoft Teams Phone on my mobile device? Yes, the Microsoft Teams app is available for both iOS and Android devices, allowing you to make and receive calls on the go.  

What should I do if I encounter issues with calling? If you experience any issues, try restarting the Teams app or your device. Confirm the correct microphone and playback device is being used by the Teams software when in a call by selecting “More” and then “Audio Settings”.  If the problem persists, open an Office and Cell Phones service desk request. 

How do I add contacts to my speed dial? Go to the “Calls” section, click on “Speed dial,” and then “Add speed dial.” Search for the contact and add them to your list. 

How do I change my call settings? Navigate to “Settings” by clicking on the 3 dots to the left of your profile picture, then Settings, then go to “Calls”. Here, you can adjust settings like call forwarding, voicemail, and ringtones. More info here. Manage your call settings in Microsoft Teams 
How do I handle multiple calls at the same time? When you're on a call and another call comes in, you'll see an option to either hold the current call and answer the new one or decline the new call. You can switch between calls by clicking "Resume" on the appropriate call. 

How do I handle multiple calls at the same time? When you're on a call and another call comes in, you'll see an option to either hold the current call and answer the new one or decline the new call. You can switch between calls by clicking "Resume" on the appropriate call