MS Teams phone: FAQ

IMPORTANT: One form submission handles BOTH the Teams phone assignment and the Telbook directory update. You do not need to submit separate forms for each task.

HOW TO SUBMIT A REQUEST:

1. Go to the IT Service Portal.
2. Ensure you are logged into the portal; verify your name appears to the right of the search box at the top of the page.
3. Open the Telecommunications section.
4. Select “Request New MS Teams Phone”.
5. Submit one form per employee - each submission will provision the Teams phone and update Telbook.

WHO CAN SUBMIT REQUESTS:

Only Divisional Secretaries, Administrative Assistants, or Managers can submit these requests on behalf of staff. If you're a staff member, please contact your supervisor to initiate the process.

INFORMATION YOU’LL NEED (per form):

• Employee name (must be active in Active Directory)
• Office location (used for Telbook updates)

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.

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.

MS Teams phone shall be used to make external calls. To reach anyone internally at TRU, use Teams.

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.

Minimum hardware requirements depend on the device Microsoft Teams is installed on. For a complete list, visit Hardware Requirements for Microsoft Teams page.

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.

No. Upon decommission of the Mitel system, all Mitel desk phones are to be returned to Information Technology Services for disposal.

Yes, provided you requested to have a 10-digit number.  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.

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.

Yes, if your account is has an MS Teams Phone assigned. You can call any phone number, just like with a traditional phone. 
Should you require an MS Teams Phone, your Department Deivisional Assistant or Manager can request it for you at this link. 

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.

Yes. Functions the same way as a conventional phone.

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.

Yes. Teams call log lists calls for up to the past two months as per TRU data retention policy.

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.

For step-by-step instructions, refer to Using MS Teams phone article.

On features for day-to-day use of MS Teams Phone consult this article. For more in-depth review of MS Teams Phone visit Microsoft article. In addition, support can be requested through the MS Teams Phone Support form. 

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.

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.

4-digit-extension-dialing will no longer work. To dial within TRU please dial the person's full 10-digit number.

Contact IT Service Desk or request service via the ITS portal.