This FAQ provides an overview of how staff will use Microsoft Teams for university telephony, including calling features, voicemail, call handling and shared call options. It brings together the key questions raised so far to help colleagues understand what the new service will offer as we move away from the legacy phone system.
These FAQs will not be expanded further, but detailed guidance will be published as knowledge articles in IT Self‑Service as we approach the launch date. When those resources are available, we will update the project page to link directly to them.
Why is the university changing its phone system?
To replace an old, on‑premises system that no longer supports hybrid working, and to align with the university’s cloud strategy.
What will happen to my current desk phone?
Most staff will no longer need desk phones. Your direct dial number will move into Teams.
Can I still use my existing direct dial number (DDI)?
Yes. If your DDI number is still required, it will be migrated into Teams so you can continue using it seamlessly.
How do I make and receive calls in Teams?
Calls will appear within Microsoft Teams, alongside your chats and meetings. You can use your laptop, computer, or mobile Teams app.
Will my calls follow me if I work from home or another location?
Yes. Your number is tied to your Teams login, not a physical phone.
Is there voicemail?
Yes. Teams includes voicemail, with optional text transcription.
Can I manage when I receive calls?
Yes. You can configure call rules, set quiet hours, and choose when calls go to voicemail.
How do call pickup or hunt groups work?
Teams supports self‑service call groups, allowing teams to share incoming calls without needing the IT Service Desk to set this up.
Can someone else answer calls on my behalf?
Yes. You can delegate your number to an assistant or colleague within Teams.
How does this improve accessibility?
Teams integrates with headsets, speech‑to‑text, and other assistive tools already used by staff.
