This article explains what MS Teams Phone is, why TRU is switching from Mitel, and answers common questions about setup, usage, hardware requirements, voicemail, and support.
What is MS Teams phone?
An MS Teams phone is a cloud-based calling solution integrated into Microsoft Teams app, allowing users to make and receive calls using their computer, mobile device, or Teams-compatible desk phone.
Why is the university switching to MS Teams phones?
The current service provider, Mitel, is going out of business. In addition, the transition reduces hardware costs, simplifies phone management, and integrates calling with chat, meetings, and collaboration tools.
When would MS Teams phone be required?
MS Teams phone shall be used to make external calls. To reach anyone internally at TRU, use Teams.
What equipment do I need?
At minimum, a computer or mobile device with Teams installed and a headset with built-in microphone. For directions on installing Microsoft Teams, visit Microsoft Teams category containing articles on installation procedures on mobile, Windows and macOS devices. For help with installation, contact IT Service Desk.
What are the hardware requirements for Microsoft Teams?
Do I need a physical phone device?
No. You can use Teams on your computer or mobile device. However, Teams-compatible desk phones are available for those who require a physical phone. ITS can provide links to discounted phones to be purchased by each department. Use New Hardware Request form to request one.
Can I keep my old desk phone?
No. Upon decommission of the Mitel system, all Mitel desk phones are to be returned to Information Technology Services for disposal.
Will I still have a phone number?
Yes, your existing phone number will be ported to MS Teams phone, so you can continue using it without interruption. Those users who migrate solely to Teams will be able to make and receive calls from Teams to Teams only.
What solutions are available for phones answered or used by multiple employees?
In the event an unassigned phone number is managed by multiple employees, e.g. Help Desk, an unassigned MS Teams phone can be set up. For Teams-only users, requiring to make external calls, e.g. several employees without a dedicated workspace, a generic MS Teams phone can be set up to be used to make an external call.
External calls answered by a shared MS Teams phone can be further transferred within TRU to Teams-only (without a 10-digit number) users.
Can I call external numbers (e.g., mobile or landlines)?
Yes, if your account is licensed for external calling. You can call any phone number, just like with a traditional phone.
Can I use MS Teams phone internationally?
Yes, same as with a regular phone (requires international calling plan license). External calls can be made from the TRU Teams phone from anywhere in the world provided the device a call is made from is connected to the Internet. Canada-US calls are included in TRU subscription. Calling other international destinations will be billed on a per-minute basis. Rates can be found on the carrier’s website.
Can I use MS Teams phone for emergency calls?
Yes. Functions the same way as a conventional phone.
What happens to my voicemail?
Voicemail is integrated into Teams and accessible via the Calls tab. You’ll also receive voicemail transcriptions in your email. For instructions on setting up a voicemail, visit Using MS Teams phone article.
Will my MS Teams phone call history be saved?
Yes. Teams call log lists calls for up to the past two months as per TRU data retention policy.
What happens during a power or Internet outage?
MS Teams phones are dependent on the Internet and power availability. In cases of the Internet outage notify IT Service Desk. For power outages, notify TRU Facilities. In case it is not possible to notify Service Desk by phone or email, the outage can be reported in-person to Service Desk at AB 121 (Administrative Service Building). In addition, Microsoft Teams app can be used on any Android or iOS device that is connected to a carrier network.
How to use MS Teams Phone?
Will training or support be available?
Yes. During the implementation stage, the university will provide training sessions. Knowledge base will also be made available post-implementation through ITS portal. In addition, support can be requested through the IT Service Desk.
How do I have my desk phone replaced with MS Teams phone?
Logistics for phone replacement will be coordinated in advance with department representatives, building-by-building. Upon confirmation, department representatives will communicate relevant procedures to department employees.
Will Telbook continue to be used after the migration?
Yes, Telbook will continue as TRU telephone directory. If there are inconsistencies, please request an update. To request an employee added or have their record updated in Telbook use Request Telbook Update service.
Will I be able to use 4-digit extension when dialing within TRU?
4-digit-extension-dialing will no longer work. To dial within TRU please dial the person's full 10-digit number.
How do I report issues or request help?
Additional Support
For further assistance with MS Teams Phone, visit Microsoft Teams Support Page.
If you experience sign-in or TRU account-related issues, contact TRU IT Service Desk:
📧 itservicedesk@tru.ca
🔗 TRU IT Portal
📞 1-250-852-6800
📞 1-888-852-8533 (Toll-Free Canada/US)