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Overview
This article aims to cover many of the common questions encountered as we transition from our traditional PBX based phone system to using Microsoft Teams as our phone service platform.
Question Listing
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Questions and Answers
Why are we moving to Teams Calling?
- The move to Teams Calling is part of the larger SUNY Digital Transformation initiative put forth by the Chancellor. One of the pillars of the initiative is the modernization of our communications platform to enable better functionality and mobility at lower overall costs. The move to Teams calling helps us meet all three of the objectives.
- Functionality: Provides the end user more control over their communications and provides a single place for multiple communication streams
- Mobility: Teams Calling allows the use of phones on multiple device types from anywhere in the world. Phone calls are no longer tied to desk phones.
- Cost Savings: Teams Callings provides both a lower per line cost as well as a significant long term savings in both licensing and hardware infrastructure.
How did we decide on Teams Calling for the new platform?
- The process for selecting Teams Calling (and our underlying voice service providers) has been an ongoing multi-campus project that first began in 2020 as the COVID pandemic highlighted the need for more agile platform for communication. The priority then escalated as the Digital Transformation initiative came to fruition. The committee reviewed and tested offerings from 10+ providers comparing not only the functionality and cost of their individual items but also how well each of the offerings fit with other technology currently in use across campuses. Ultimately the committee determined that using Microsoft Teams with our selected voice providers (AudioCodes & Spectrotel) provided the best overall solution for the University system.
How was my number selected to be moved?
- Each phase of the migration process from our Cisco PBX to Teams Calling has smaller manageable goals to minimize any problems or service disruptions. In turn these goals aid in our selection of users/numbers to include in a particular phase.
- For the first phase, our goal was to select the users/offices/numbers that have lower complexity in their phone configuration. The offices/users selected in this phase may use some shared personal or office lines but don't have complex directory selections, call centers, or special needs in comparison to others in the building.
- For the second phase, our goal is an expansion of our first phase, encompassing the majority of remaining user and office lines in the building.
- For the third phase, our goal is to complete the transition of all user and office lines not migrated in the first two phases.
- The remaining non-user/office line numbers will then be handled in targeted phases that include conversion of our call centers, conference rooms, and special case items such as general access devices like those found in lobby or public spaces.
When is the migration occurring?
- The complete migration will occur over a number of phases that will complete prior to the end of the Digital Transformation initiative at large. The first phase of the migration began in late January 2024 and concluded in June 2024. The main transfer of our numbers from our current Cisco platform to the Teams Calling platform for those in the first phase occurred on May 13th, 2024.
- The second phase migration is scheduled to occur on November 18th, 2024.
- The third phase migration is tentatively scheduled to occur in either December 2024 or January 2025.
- The special case migration phases times are to be determined based on contract and procurements being completed.
Has anyone in System Administration used Teams Calling?
- Yes, System Administration was one of the committee members that tested Teams Calling during the selection period. We used three different providers for these tests including the vendor chosen as the final selection (Audiocodes/Spectrotel). There were about twelve individuals spread out in different SA and CF offices that used Teams Calling for one to two months for each provider. After the initial testing concluded, two SA members have continued to use Teams Calling with service from AudioCodes/Spectrotel, just over a year of continual use at this point without any issues.
- Since May of 2024, approximately 460 users have been using the Teams calling platform across SA and CF.
Is anyone else in my department being moved?
I'm not great with new technology, how hard is Teams Calling to learn?
- Difficulty is always subjective to the individual, but most should find the transition largely painless. The interface within Teams itself is very similar to using a smart phone to make calls. In addition, if you've used Teams for other forms of communication (e.g., chats, meetings, video calls) you'll find the additional option of phone calls will fit in smoothly to how you already use the platform.
I like my current Cisco desk phone, will it still work?
- For simplicity sake, it won't work as you expect once your number is transferred over to the Teams Calling platform. At that point, your Cisco phone will no longer have outside dial tone service. Once the transfer is completed, we will be collecting the current Cisco desk phones.
Will I be able to use a dedicated desk phone with Team Calling?
- We will not be providing desk phones for use with Teams Calling for users. One of the overarching goals of the project is to move away from fixed location devices. In later phases of the migration, we may deploy some types of physical hardware devices to fulfil a particular need (e.g. external door access intercom), but those will be unique scenarios.
I currently have a USB headset, will that continue to work?
- If your headset, microphone, or web camera currently works with Teams, yes it will continue to work after Teams Calling is added.
I don't have a headset, will one be provided?
- Yes, as part of the project if you don't currently have an audio device one will be provided for you. All individuals selected for each respective phase of the migration will receive a questionnaire related to their current equipment to determine need.
Do I get to choose my headset if I'm selected to get one?
- You will get to select between a single ear or dual ear headset, the brand and model will be determined by the building.
Will individual offices be required to purchase equipment?
- Required, no. If individuals currently don't have a headset, one will be provided to them as part of the project. Offices that wish to get particular model of audio device different than what will be provided by the project can use the standard methods of procurement via the Business office.
Can I really use Teams Calling from everywhere?
- If you can get an Internet connection, you will be able to use Teams Calling. That being said we do have some restrictions put in place for security. Namely, we require you to request access via our "International Travel Access Request" service if you would like to use Teams Calling outside of the United States.
Will Teams Calling run from my smart phone?
- Yes, but it isn't limited to just your smart phone or your computer. The Teams client currently is available for almost all major platforms including iOS, Android, MacOS and Windows. In addition to the client, you can also use Teams calling from any device that has access to web browser via the Teams Online website. So, phones, computers, tablets and while we wouldn't recommend it, even some Internet connected home appliances would theoretically be usable.
Will Teams Calling use minutes or data on my smart phone?
- Teams will use data on any device it is run from. If that device has access to a wi-fi network it would attempt to use that for connectivity prior to attempting to use cell phone data. Cell phone plan minutes are not affected unless you request Teams to dial out using your cell number rather than your Teams number.
Do I have to give out my cell number to use teams on my smart phone?
- No, the Teams Calling number is used independently of the smart phone number via either the Teams app or the Teams Online website. In the settings of the Teams app on cell phones and other mobile devices with a phone number, for outgoing calls you have your choice of using the number from Teams or using your cell phone number if you prefer.
I don't have room for another app on my smart phone, does this mean I have to be at a computer to use Teams Calling?
- While the Teams app would be the recommended experience, you can use the Teams Online webpage to make/receive calls from any device with access to a web browser without the need for the app.
Can I call numbers that aren't Teams based, like colleagues at other campuses?
- Yes, Teams Calling service provides the same ability as any other phone. Teams Calling provides multiple ways to initiate a phone call such as typing in the number or selecting from the address book.
Do I have to use the Teams Calling phone number to contact people from within Teams?
- It will depend on who you are attempting to contact. If you are trying to reach an outside number, then yes you would have to use Teams Calling. If you are attempting to contact someone else who is also using Teams and is online, then no it would not be required. It would simply be one more option in addition to the current contact methods already available (e.g., chat, direct audio/video session, teams meeting, etc.).
How is the call quality? Is there static, or echoing?
- We have run extensive tests with our provider to ensure the best call quality possible when using phone services with Teams Calling. Please keep in mind certain factors, such as the stability of Internet access on the accessing device while traveling, are outside of our control can have an impact on quality.
Can I still forward calls?
- Yes, you'll have multiple options available to forward to another number or sending straight to voicemail.
Some of the buttons on my phone are set up as speed dials. Can I still have those?
- Yes, Teams Calling includes the ability to save numbers as Speed Dials. You will be able to add and remove these yourself within the Teams client.
I get Teams messages even after hours, does this mean I'll get phone calls after hours as well?
- It will be under your control as to when you receive call notifications. The Teams client provides different methods to control this based on set times or presence status.
Can I call 911 from Teams Calling?
- Yes, you can call and reach 911 and other emergency numbers when using teams. Location information assists in routing the call to the correct PSAP (public safety answering point, aka 911 call center in the US) from where the call is taking place. Please keep in mind, 911 may not be the number to call in an emergency if you are traveling (e.g., 112 is the emergency number in many European countries).
How does Teams know my location for 911?
- Magic! In all seriousness, this is one of the more complex aspects of how both our current Cisco PBX and the new Teams Calling system operates behind the scenes. In simple terms, Teams supports full e911 technology and uses a combination of sources to help determine your locations. To comply with new federal and state standards, our configuration will provide a location within 250 feet of your device when calling from within the building. The Teams client will be aware when you are not on our network and it will attempt to determine your location from information provided by your device then ask you to verify the address. Verified addresses can be saved and will apply each time the same location is detected.
Do I need to type in a special code to call long distance?
- No, our Teams Calling environment is configured to use standard ten (10) digit dialing for all local and long-distance calls. (e.g., 555-555-5555)
Can I still call international?
- The system fully supports international dialing, but we restrict the ability to do this and it will be enabled on a case by case basis for those who need it. We would strongly encourage the use of other lower cost methods for international communication, such as doing a direct audio/video call in cases where the other party is also using Teams.
Can I still 4-digit dial?
- We will no longer have four (4) digit dialing with Teams Calling. However, the simplified methods of creating speed dials and/or using the search bar to find someone can largely eliminate the need to know/remember any part of another users number to quickly contact them.
I currently answer a department phone line in addition to my own. Will I still be able to do this?
How will shared numbers work?
- There are a few options for how office main lines or other shared lines can operate under Teams Calling. The default configuration applied during the transition will be to set up a "call queue" that matches the current users who have the shared line on their phone. Once assigned, users will have the option in their Teams client to "opt in/out" of receiving calls from a particular queue.
I answer calls for another person. Will I still be able to do this?
- Yes, Teams Calling supports delegation of calls. The delegation is controlled by the individual user and different levels of permissions can be applied to different delegates. The process for setting up the delegation is similar to sharing your mailbox or calendar with another individual.
I can see when other lines on my phone are in use. Can I still tell if someone is already on a call?
- Yes, if you are a delegate for another user and they have provided you the permission to see phone status you will be able to know when that particular line is/isn't in use. You can also see if someone is available via their presence status in Teams. The presence status in Teams shows far more than if a colleague is on the phone — you can see if they are out of the office, in a meeting, available or away from their computer. You can also set up alerts on your device to notify you when someone is next in the "available" state. You don't have to wait for Teams Calling to be implemented to check someone's presence, it is a top level feature of Teams integrated with all Teams subcomponents.
Our department has an 800 number. How does moving to Teams calling affect those?
- Due to the way 800 numbers function they will not be affected. 800 numbers (and many 900 numbers) are simply number redirects. (e.g. 800-123-4567 actually rings at 555-555-5555) They are commonly used either to "spell" a particular word (e.g. 800-448-4373 -> 800 HI THERE) to help people remember the number and/or for the owner of the 800 number to absorb/apply charges on a call. As long as the underlying pointer number the 800 number redirects to is functional and can be called, regardless of the carrier it is on, the 800 number will continue to work.
Will I still get voicemail?
- Yes, voicemail is included with our Teams Calling service. When you are migrated, you will need to record a new greeting within Teams Calling.
Do I need to be on Teams to get my voicemail?
Will my voicemail still go to my e-mail?
- Yes, you will receive an email for each voicemail, or you can use the visual voicemail functionality built into the Teams interface. You can configure your preferences within the Teams Client on how you are notified.
Additional Information
While we hope to cover as many common questions as possible we know you probably have more. Please feel free to comment on this article or open a General Phone Support ticket for additional questions.
For the sake of brevity, answers to questions above were keep deliberately short. Additional knowledge base articles are being created, and training sessions being arranged, that will go more in-depth on usage of Teams Calling features.