Teams Calls FAQ
The following Frequently Asked Questions relate to the Project for the transition from the Huawei PBX to MS Teams Telephony:
We will only be transferring currently used campus numbers. Any new numbers and access to MS Teams Calls will need to be requested via the Service Desk. How can I organise a phone extension?
If you thought you had a number please email the servicedesk@scu.edu.au and provide that number. For example 026620xxxx, 026659xxxx or 075589xxxx
If you've been allocated a number and can use Teams calls from your computer then you can install the app on you mobile/tablet, see Teams - Mobile App
Making Selections via a Menu Option (Phone Tree)
If you have called a number that has menu options/selections for example Telstra and need to select 1 for X, 2 for XX etc
Step 1: Once you're on the call, another window pops up, you'll see a Dial Pad icon on the toolbar, click on that
Step 2: Click on the numbers you require (noting can be a micro-delay)
- An email will be sent to advise that the Telephony in MS Teams implementation has been successful.
- For the majority of staff, the change will be seamless, except that you will now be able to receive external, as well as internal calls. If you have a direct dialing number, you will see a keypad on the MS Teams Calls tab and be able to make both internal and external calls.
- For the limited number of staff that have been issued with a handset, you will need to unplug the Huawei handset and plug the new handset into the network. (Note: The handsets will be preconfigured and deployed to their locations in advance. The Huawei handsets will be collected from you at a later date.)
- Technology Services will execute the handset swap for the phones in the common areas.
The change will occur in a virtual space and be seamless to the majority of users. For people working remotely, there is no need to bring your laptop to a campus site.
If your computer is connected to the network port on the wall, through a Huawei handset and you have not received a new handset, please leave the existing setup as is, as unplugging the handset will disconnect you from the SCU network. You should be able to use a headset plugged directly into your computer to make and receive telephone calls through MS Teams. Over the next month, a TS Staff member will visit each desk to remove the phone.
If you have not received a new handset, please leave your existing Huawei handset on your desk, connected and a TS Staff member will collect it from you at a later date.
We will only be transferring currently used numbers. Any new numbers and access to MS Teams Calls will need to be requested via the Service Desk. How can I organise a phone extension?
All publicly published numbers will stay the same. Therefore, changes to telephone numbers appearing on letterhead, business cards, and other marketing resources will not be required
There are a number of ways you can make an internal call:
- Select the caller’s name from the phone directory
- Dial the complete number if you know it
- Type /call <name> in the MS Teams Search bar e.g. Type /call John Smith
- Click on the Camera/Video or Phone button in a chat with the person
Note: You will now have to enter the 10-digit, full number to dial a colleague or, enter their name. Dialing 7xxx, 8xxx and 9xxx will no longer work.
For making external calls you dial the number as it is, like you would normally do on your mobile or home phone. 0291234564 / 0407111111
As the Huawei PBX is being replaced, new Voicemail messages will need to be created in MS Teams (see also Call Answering Rules (including Call Groups, Voicemail, Ringtones, Accessibility, and Call Queues))
The answer depends on your situation. If you have been working from home and had forwarded your number to your mobile phone (because there was no other way to handle calls) you will no longer need to do this when we switch to MS Teams Voice/Telephony, because you will be able to handle both internal and external calls using your headset.
For other situations, say for example you are on leave and want to forward your calls on an ad-hoc basis, you will need to configure this manually in MS Teams (see also Call forwarding).
Note: Technology Services will migrate existing Auto Attendants and Call Queues to MS Teams.
To ensure privacy, staff will require a headset to make and receive calls using the MS Teams Voice softphone. You can also use your computer's speakers and microphone if you prefer. Headsets that are currently being used with MS Teams can be retained as they will work with the new software. If a new headset is required, Work units will be responsible for their procurement through the Finance system. Please speak to the person in your Work unit who usually orders office equipment and stationery. (For recommended makes and models, see also MS Teams Headsets and Handsets).
As the Huawei PBX is being replaced, your existing handset will not work with the new Telephony in Teams. A limited number of physical pre-configured handsets will be provided (to common areas where there is no computer, and/or where there is a requirement for executives and their assistants). Otherwise, you can use a headset to make and receive calls using the MS Teams Voice softphone (see also MS Teams Headsets and Handsets).
- Technology Services will migrate all Huawei PBX hosted services including (“Auto Attendants” and "Call Queues") to MS Teams Voice and will work closely with the owner to ensure a smooth transition.
- Technology Services will conduct testing to ensure correctness and functionality.
- The Project Manager will advise when the testing has been completed.
- The Service owner will be required to sign/authorise the change.
The Project Vendor has been provided with a list of telephone numbers to port. If your number has been ported incorrectly, please submit a TS Service Desk request.
MS Teams has a feature called Secondary Ringer that allows the incoming phone signal to be heard on multiple devices (e.g. your headset and your computer speaker). This ensures that you can still hear an incoming call if you are not wearing your headset, or if the headset is not connected. By default, this option is set to None.
To configure this option:
1. Open the MS Teams Settings by clicking the three dots (on the Teams ribbon) and selecting Settings.
2. Click Devices.
3. Scroll down and click the Secondary ringer drop-down list.
4. Select your speaker from the list
Please be mindful about setting this option if you are located in an open/shared office space.
It's advised to do this by Friday 9th February, there will be a very short window (< 1 week) where you can access them.
If you still have a handset then you can access like you normally do.
Otherwise;
Step 1: Dial one of the number following numbers (any will work we just provide 'local call' numbers from each campus area):
Coffs Harbour - 02 6659 3096
Lismore - 02 6620 3595
Gold Coast - 07 5589 3595
Step 2: When prompted enter your extension
Step 3: Press * to access your voice mail system
Step 4: Enter your voice mail password
Step 5: You will now have access to your voice mail
The ability for an SCU staff member to be able to call an international number requires senior management approval. If you have the ability to call an international number on the Huawei system, you will have the same ability to call an international number once we transition to MS Teams Calls.
MS Teams Calls has a setting that can be configured for when you're in a call and receive another call. The setting is located on the Settings > Calls tab. The field is called "When you're in a call and receive another call". You can click the drop-down list and select from a number of options (one of which is directing the call to Voicemail).
This is a test call from the system as we migrated from Huawei to MS Teams. You can disregard it.