This article guides you setting up Microsoft Softphone and gives you information on using it from your device.
iSolutions will provide Teams compatible phones to University departments or areas which:
We will let you know when this has been done. You will not need any training to use these phones.
As part of the move to Softphone, if you do not have an extension number, you will be assigned one. If you need help or further information, please contact your Telephony Liaison Officer.
You need to be logged onto your University IT account and have access to Microsoft Teams.
If you require a headset to use with your PC or laptop, you can request this from your Line Manager. The cost will be covered by the Softphone rollout.
If you need an amplified headset, please:
If you are moving over to Softphone and already have a telephone number, you will keep this number.
If you are moving over to Softphone and do not have a telephone number, you will be issued one.
No, any call diverts set up on an extension will be removed when migrated to Teams Softphone. You can easily set up a call divert in the calls section in Teams: to do that, follow the ‘How to use Microsoft Teams Softphone’ knowledge base article.
Softphone will replace your desk phone therefore you just need to unplug your phone from the floor or wall port and:
We will let you know where the phone collection boxes or storage locations are.
If your phone has more than one cable plugged into it, please do not unplug it as it’s most likely connected to another device – for example, a printer or a PC. We will disconnect your phone on your behalf to ensure there is no disruption to the other device. Please let your Line Manager know if this is the case.
If you would rather not disconnect the desk phone yourself, please let your Line Manager know and we will arrange to have it removed.
It could be that your telephone number and location are not up to date.
For calls to be routed correctly, please check your telephone number and location in Subscribe are correct. If you are still having issues with Softphone, please contact ServiceLine.
If you use a hearing aid, you can pair this with your PC, enabling you to make and take calls through Teams. Both your hearing aid and PC will need to have a Bluetooth connection to do this.
Likewise, if you have your own Bluetooth headphones or headset which you prefer to use, you can pair them with your PC.
You can pair your hearing aid or headphones under ‘Settings’ on your PC.
If you have a call forward or a call queue set up on your desk phone, it will be cancelled, and you will need to recreate this in Teams. In Teams, 'hunt groups' are referred to as 'call queues'.
The Microsoft 365 Support Centre gives guidance on how to do this.
Once your team has moved over to Softphone, you will need to ensure your new starter has a telephone extension. If a new number is needed, please make a telephony request in the Service Portal. The ‘Request Type’ is ‘Telephone Extensions’ and complete the details.
For Softphone to work, each person needs their own number in Teams.
If you share a phone number, then you may be allocated a different number. You will be told this number once you have been migrated. If you have a specific reason why you need to keep your number, please tell your manager who will liaise with the project team.
Within Teams, you can set your working hours so you are not disturbed outside these hours. Find full guidance in the knowledge base article “Setting up Quiet Times on Teams”.
With the rollout of the softphone, all staff will have the ability to make international calls.
No, the person you are calling cannot view your phone number. The number presented to the caller is known as the Call Line Identity (CLI), the University’s main switchboard number.
Your phone number will not be published unless you set your contact details as public in Subscribe. When calling people, they will not be able to view your phone number, only the University’s main switchboard number.
Yes, it will stop all call notifications in the Teams Mobile app.
How to use Microsoft Teams Softphone
"Getting to know Teams Softphone" (video)
M365 Support Centre - Softphones
How do I find out who my Telephone Liaison Officer (TLO) is?
Telephony Liaison Officer (TLO) guide
Telephony Liaison Officer (TLO) - FAQs
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