Calling/Transferring with Your Teams Phone

Table of Contents

1. Introduction / Description
2. Instructions
3. Limitations to Dialing By Name
4. Limitations to Dialing By Number
5. Transferring Calls
6. Troubleshooting

Introduction 

While the majority of employees at TWU are using Desk Phones/Mitel Phones. Certain campus departments (LLC, Admissions, Global, IT, etc.) are currently set up to use Teams Phones. The following article walks through the steps to make and receive calls on Teams.

Please note that in order to do the following, you will need a Teams Number and a license. 

Instruction

1. Go to the Calls App on Teams. This is available anywhere that you can access Teams (phone, Desktop App, Web). If you have access to Teams Phone, you will see the Dial Pad, as well as your Teams Number/Work Number:

2. There are two ways to call someone/transfer a call to someone. You could type in the Phone Number:

or Dial by Name:

Please note that both methods have limitations and should be taken into consideration before calling or transferring.

Limitations to Dialing by Name

Please be aware that Teams Phone will populate everyone who currently has a TWU email. However, not everyone has a Teams Phone/Number. 

For example, if I look up Hub, it will bring everyone with the letters "Hub" in their User Name.

With this in mind, it's important to know if the person you’re calling or transferring a call to has a Teams number. If they do, please make sure to transfer to their correct email (e.g., their Staff account, not the Student). 

Limitations to Dialing by Number

The other way to call/transfer is through the Phone Pad. Since most phone users at TWU are using Desk Phones/Hard Phones, you may run into issues when calling or transferring a call to other TWU Employees. 

This is due to the fact that most Employees at TWU do not have a Direct Inward Dialing [DID] (DID is a telephone service that allows a phone number to ring through directly to a specific phone at a business). At TWU, DID extensions start with 2xxx (e.g., the Service Hub's number is 604-513-2030, which is a DID).   

If you are trying to transfer to someone who does NOT have a DID extension (604-513-3xxx), then you would need to call the Switchboard first (or transfer the call to the Switchboard), then dial the extension.

1. Dial the Switchboard (604-513-2121)

2. Listen to the prompts, then use the dial pad to dial the extension you want to (in the example in the picture, 3085)

Transferring a Call

If you are transferring a call to someone who has a non-DID number, you would need to do the same thing:

1. Inform the caller that you’re transferring them to the Switchboard, as well as the extension that they need to dial

(e.g. - "I can transfer you to my colleague right away. Please note, I will need to transfer you to the Switchboard first. Once I have done that, please dial *Insert Extension*".

2. Transfer the call to 604-513-2121. The call will end.

Troubleshooting

If you are having any trouble with making calls, please create a Service Hub Ticket.