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Teams Phone System

Updated

This guide outlines the key features of the Microsoft Teams Phone System for both casual users and call queue agents.

Contact Details

If you experience any issues, please contact ASK4 Solutions:

Making a Call

  • Open Microsoft Teams and click the Calls icon.
  • Enter a phone number and click the Call button.

Note: The Work number displayed beneath the keypad may not reflect your outbound caller ID due to company call policies.

Additional Features

Speed Dial

  • Click the Calls icon, then locate Speed Dial next to the dial pad.
  • Add contacts using the + button.
  • To make a call, click the phone icon on a contact card.

Launch a Teams Call from a Chat

  • Open a chat window with the person (or group) you want to call.
  • Click the phone icon in the upper-right corner of the screen.
    • This will ring all participants in the chat.

View Call History and Voicemails

  • Click the Calls icon, then locate History to the left of the dial pad.
  • Toggle between call history and voicemails using the buttons provided.

Settings

  • Click the three dots next to your avatar in the top-right corner of the Teams app.
  • Select Settings > Calls to configure:
    • Forward my calls: Manage call forwarding and answering rules.
    • Configure voicemail: Set up voicemail greetings and other options.

Call Queues

Overview

  • Call queues assign incoming calls to specific team members, often based on roles (e.g., sales teams receiving calls directed to "2 for sales").
  • Access call history and voicemail from the assigned channel.

Logging In/Out of the Queue

  • Go to the call queue channel and click the Calls tab.
  • Use the toggle in the bottom-right corner to switch your queue status on or off.

    Note: This option may be unavailable or greyed out in certain configurations.

Making Calls with the Call Queue Caller ID

  • By default, calls use your work extension caller ID. To present as the call queue’s number:
    • Go to the Calls tab in the call queue channel.
    • Enter the number to call in the Agent’s keypad.
    • Click the dropdown next to the call button and choose the desired caller ID.

    Note: This option may not be available for all call queue setups.