April 12, 2023

University New Telephony FAQ

Below are responses to some questions we anticipate colleagues may have about the project.

A brief outline of the new telephony system

The new telephony service will be a cloud hosted solution comprised of two main components, namely 8×8 (the telephone provider) and Microsoft Teams Voice (providing the user interface for most staff).

Microsoft Teams, with its telephony features enabled, will be the main user interface staff will use to make and receive telephone calls; very similar to how Jabber is used today.

Staff will also be able to access voicemail and, where applicable, log in and out of call queues via a simple 8×8 plugin that you can easily install in the Teams app.

Staff who will be performing specialist functions including Main Reception and Clearing will use specific 8×8 user interfaces.

Why is the University introducing the new telephony service now?

The current lines that the University uses for its telephony services are older and will soon be discontinued as part of a nationwide change to telecoms infrastructure. The University’s telephone number ranges need to be moved to the new telephony service which makes use of the newer infrastructure which will be more resilient, flexible, futureproof, and cost effective.

Who will be impacted by this change?

Staff who currently make regular use of a physical and/or Jabber phone to make and receive traditional telephone calls (to extension and external numbers) will be impacted in that they will need to make use of the “Call” functionality embedded within the Microsoft Teams App.

For staff that regularly use a physical handset or Jabber client to make calls, they will change over to the Teams Voice (the Calls tab in their Teams App) on their laptop and use a headset (connected to their PC/laptop), to make and receive calls and retrieve voicemail.
For staff who very seldom make or receive traditional telephone calls (handset or Jabber) and have been using Microsoft Teams as their primary telecom’s method (similar to Zoom calls), there will be no change.
Should staff using Teams-to-Teams-only calls require the ability to make/receive traditional telephone calls then they can submit an application to the ICT Service Desk. Once their account is voice enabled, they will be able to use the “Calls” functionality in the Microsoft Teams App.

How will I use the new Teams Telephony service?

For staff assigned a telephone number, the calling features will be enabled within the Microsoft Teams App. Access to voicemail and to login and out of call queues will be via a Teams plugin (8×8) that is very simple to install.

Main Reception and Clearing Staff will also be sent a link to the dedicated 8×8 user interface applications that they can install locally if required or make use of the web interface.

The project team will soon be publishing links (with interactive demos and guides) that will provide you with useful information on how to get started with the new telephony system. The guides will take staff through the process of installing the relevant user interfaces and how to use the new telephony service and features.

What benefits will the new Teams Telephony service provide?

Being embedded in the Microsoft Teams App, it is easy to access and connect to voicemail & setup call forwarding.
Easy to use features for putting calls on hold, transferring to other staff and setting up groups to share incoming calls.

IVR (recorded messages that allow callers to select menu options by pressing a number to hear the right information or get to the right extension) options for service desk and clearing mean that set up menu options can be configured to allow callers with options and guidance in a recorded message, and also direct their call to the right person or group.

Will Teams Telephony replace my University issued mobile phone?

If you currently have a University issued mobile phone, you will be able to install the Microsoft Teams client which will allow you to make telephony calls that will show as the University number and not the mobile number.

Will phone numbers stay the same?

Where a member of staff requires a telephone phone number, and don’t already have a University supplied mobile phone that can make those calls, they will typically retain their existing number. There may be some cases where a single extension was shared between multiple staff members where this may not be able to be carried forward.

What will happen to the existing physical handsets?

The existing phone handsets will not be compatible with the new telephone system. Phones in common areas be replaced with compatible phones per Health & Safety Department guidance. These phones will be used to make internal and emergency calls. Where physical handsets are required to support a service, then this can be provided.

How will the new Telephony Service replace the Cisco phones and Jabber telephony?

For most staff, Teams Telephony will replace the Cisco phones and Jabber for both internal and external calls. Staff will no longer use physical Cisco telephones or Jabber for external calls. Instead, they will use Microsoft Teams App installed on their computer or laptop headset to make calls.

Can staff access voicemail for external calls through Teams Telephony?

Yes, voicemail for unanswered calls from external numbers will be accessible via the 8×8 tab in the Teams app. Staff will be able to record their own voicemail greeting.

Can staff make international calls?

Yes, staff will use Teams Telephony to make international calls although it will depend on the license allocated. Charges may apply based on your call plan and the destination country.

How will staff make external calls?

To make an external call using Teams Telephony, staff can either dial the phone number directly in the Teams search bar or click on the ‘Calls’ tab and then select the ‘New Call’ button where you can enter the number. In addition staff can make a telephone call by clicking on calls in their call history or looking up a Teams contact where they have added the contacts telephone number.

For Main Reception and Clearing Staff, they will use the appropriate 8×8 User Interface (a locally installed application or within a browser).

Can staff use Teams Telephony for emergency calls?

Yes, staff can use Teams Telephony for emergency calls. If there is no network connectivity to the Microsoft Teams service, then staff would need to use a refuge phone or their mobile phone to dial the local emergency number.

Will staff be able to use Teams Telephony or the 8×8 Apps when working remotely?

Yes, staff will be able to use Teams Telephony (the Teams App) from anywhere with an internet connection. It should be noted that to ensure a good call experience, Teams Telephony calls from a virtual desktop are not recommended. Main Reception and Clearing staff are also able to work remotely by connecting to the relevant Telephony Services via the locally installed client or via browser.

What happens if the Wi-Fi connection is lost?

There are a couple of options available to staff.

Hardwire connect the laptop to the network. This would include using a laptop dock/hub.
Use the Teams mobile app on a 4/5G connected mobile phone. The Teams mobile app can be downloaded from the relevant apps store (IOS, Android).
Clearing laptops should be directly connected to the network via a docking station or network cable.

Can the new Telephony Service be used to make calls when using a Remote Desktop?

It is not recommended that staff make or receive Teams Telephony calls when using a virtual desktop as the performance will not provide the same quality of experience. Teams Telephony works best with the Teams App running on a local laptop or desktop.

How do make caller ID anonymous from a mobile and or smart phone?

If staff are looking to use their personal smartphone to make calls with the Caller ID set to anonymous, they can make changes to the settings in order to make calls anonymously or use a prefix to make calls anonymously and prevent their number from being displayed to the recipient.

Using a prefix (single call)

From UK mobile phones, staff would add ‘141’ in front of the number being dialled. This will work for a single call.

iPhone

Staff would go into ‘Settings’ and select ‘Phone’. Then select ‘Show My Caller ID’ and turn it off by tapping the toggle switch. Please Note: this may not be supported on all devices and staff may need to contact their service provider to turn it on.

Android

Staff would open the ‘Phone’ app, then tap the three dots in the top-right corner (this may display as ‘more on some devices). Select ‘Settings’, then ‘Calls’ or similar. Go into ‘Additional settings’ and tap ‘Caller ID’ or similar, then select ‘Hide number’. Please Note: these settings will vary between devices this option may not be supported on all devices.

Written by: Alex Dunn

Last updated on: October 24, 2024