Softphone is a feature integrated into Microsoft Teams which allows you to make and receive phone calls over your internet connection. It is gradually being rolled out across the University.

For many staff, it will replace the traditional desktop handset phones.

I do not use a PC and Microsoft Teams in my day to day work, will I still need to use Softphone?

For areas of the University which don’t use PCs and Microsoft Teams on a regular basis, or are not office based, Teams compatible phones will be placed in your department or area. We will let you know when this has been done. No training is needed to use these phones.

What about phones in teaching areas, meeting rooms or labs?

Teams compatible phones will be placed in some common areas and lecture theatres.

Why is this change happening?

Using a Microsoft platform means that Softphone will receive on-going support and development to give a consistent user experience. Softphone also supports flexible and remote working. Other benefits include:

an individual Softphone connection which reduces the need for sharing hand-sets
access to your office phone from anywhere you are located (with internet access)
access to your office phone through mobile devices using the MS Teams application
additional capability to your MS Teams experience to make and receive both landline and mobiles calls from MS Teams
an opportunity for significant financial savings

When is the change happening?

Softphone is being rolled out across the University between now and 2023. Professional Services is being switched first, followed by the Faculties.

Your area will be contacted by Gina Evans, the Project Manager, in advance of the switch.

What do I need to do to make and receive calls?

The switch will be done behind the scenes. Once you have been told your area or department has been switched over, you will need to re-start Teams in order to activate Softphone.

You will know Softphone has been activated as you will see a small call icon appear in your left-hand navigation, if you click on this a dial pad will appear. Use the dial pad to dial numbers.

Teams dial pad

If the call you are on asks you to use their auto-attendant (dial a number to get to an extension or another team) there is a small icon to open up another dial pad in order to add this number, you will only be able to open this dial pad when you are on a call.

using auto attendant

If a call is coming in to you, Teams will open a call window for you to accept or reject the call.

answer a call

What are the functionalities of Softphone?

Once Softphone is activated, you can make and receive internal and external phone calls over your internet connection, using your laptop, desktop or personal mobile device. You do not need to be connected to the Virtual Private Network (VPN) for Softphone to work but you do need to be connected to the internet.

You will be able to set up voice mail, call forwarding and other basic functions. The Office 365 Support Centre gives information on how to set these up.

My softphone has been activated. Why doesn’t my call forwarding or hunt group work?

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 Office 365 Support Centre gives guidance on how to do this.

Can I keep my phone number?

Staff will keep their existing telephone number, but all staff will need an extension number so if you don't have one, you will be issued with one.

I share my telephone number with other people. What do I need to do?

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’ve 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.

I do not have a phone number. What do I do?

If you don’t have an extension number, you will be assigned a number, as part of the migration or speak to your Telephony Liaison Officer.

I am organising a new starter to join my team. What do I need to do to set them up with Softphone?

Once your team has been migrated 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.

Why are not calls coming through to me?

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.

What happens to my desk phone?

Softphone will replace your desk phone which will be collected and disposed of responsibly. You can simply unplug your phone from the floor or wall port and either place it in one of the phone collection boxes or place it in the designated storage location. 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, it’s likely your phone is connected to another device e.g. a printer or a PC. In this case, please don’t unplug your phone. We will disconnect your phone on your behalf to ensure there is no disruption to the other device. Please let your manager know if this is the case.

If you would rather not disconnect the desk phone yourself, please let your manager know and we will arrange to have it removed.

What equipment do I need to use ‘Softphone’?

You need to be logged onto your IT account and Microsoft Teams. If you require a headset to use with your PC or laptop, you can request a wired headset from your Manager. This cost will be covered by the ‘Softphone’ roll-out.

If you require an amplified headset, please discuss this with your Manager and obtain approval before ordering via the procurement process.

Can I pair my hearing aid or other Bluetooth headphones with ‘Softphone’?

If you use a hearing aid, you can pair this with your PC, enabling you to make and take calls via Teams. Both your hearing aid and PC will need to have a Bluetooth connection in order 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.

Will I get Teams calls outside of my usual working hours?

Within Teams, you can set your working hours so you are not disturbed outside these hours.

Where can I get further help on using Softphone?

General guidance on making and receiving calls, setting up voicemail, forwarding and other basic functions is available on the Office 365 Support Centre.

If you still need help, please contact ServiceLine.

Useful links

How to use Microsoft Teams Softphone

How do I find out who my Telephone Liaison Officer (TLO) is?

Telephony Liaison Officer (TLO) guide

Telephony Liaison Officer (TLO) - FAQs

Telephony Requests form

Computer Peripheral Purchasing form

M365 Support Centre - Softphones

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