University of Southampton

iSolutions

Telephony Liaison Officers - FAQs

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Contents

How to decide if someone needs an extension number

How do I request a new softphone extension for a member of staff?

What equipment do you need for Softphone?

Do you need an external number if you are a member of a call queue/hunt group?

Do I need a Call Queue and what can they do?

Do you need an A5 licence to use Teams Softphone for external calling?

Decisions about shared phones

Can I keep my desk phone?

Is it more cost effective to issue staff with University mobiles to make external calls or use Teams softphone?

Will there be a replacement for Mitel dect mobile phones?

How to use the softphones

What to do when someone leaves?

What to do if someone moves teams

How to find out the numbers in my department using Teams telephony?

How do the central switchboard find staff extension numbers?

Who do I dial in an emergency using Teams softphone

Useful links

 

How to decide if someone needs an extension number

Only staff needing to make external calls or receive calls from an external caller at work need an extension number.

All staff with Teams have Chat and Video calling for messaging other staff internally and attending meetings.

Each extension number costs £15 a quarter.

Staff without extension numbers cannot raise emergency calls unless they use one of the Teams telephony shared phones or use their mobile phones.

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How do I request a new Softphone extension for a member of staff?

Please make a telephony request in the Service Portal. The ‘Request Type’ is ‘Telephone Extensions’ and complete the details.

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What equipment do you need for Softphone?

Softphone is delivered over the internet and Softphone is part of Teams.  If you have the internet and use Teams already then you will be ready for Softphone.  For those staff who are not using PCs or Laptops, special Teams enabled handsets will be available in shared areas that will be agreed with departments and faculties. 

You may wish to use a headset so that your calls do not disturb your colleagues, you can order these from ServiceLine. If you are being moved to Softphone as part of the Microsoft 365 Teams Telephony (Softphone) project, headsets will be provided.  

The softphone can be set up to ring through your headset and your PC/laptop. If your PC does not have a speaker, you can order a speaker via ServiceLine

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Do you need an external number if you are a member of a call queue/hunt group?

Staff can be a member of a call queue without their own extension number, but they will only be able to answer and make external calls from the call queue.

Staff without their own extension number will not have a personal university phone number in the staff directory.

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Do I need a Call Queue and what can they do?

Call Queues aka Hunt Groups allow staff to answer and make calls from a shared number. They are usually set up when staff work in a team and answer enquiries for a team. Staff can opt in and out of call queues.

Call Queues can be set up with Voicemail messages (done by an engineer in the telephony team). Once set up all members can check VM messages and reply to callers.

Options:

  • The phone can ring to all members at the same time
  • Move from member to member in a list
  • Send calls to members who are least busy first.

Voicemail Options:

  • Activation times

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Do you need an A5 licence to use Teams Softphone for external calling?

Yes. All University staff are issued with a full A5 licence (not just for the softphone but also for other non-standard applications they might need for their work) but temporary staff/contractors and visitors working on campus will not have a full A5 licence.

Students are automatically assigned a Microsoft M365 A5 Student Use Benefit licence but this doesn’t include making external calls. Therefore, to make calls externally they need an A5 uplift licence called a Microsoft Phone Sys licence.

If contractors and students need access to a full A5 licence in order to use the Teams softphone this can be applied for at cost. Although students are issued with A5 licences these are not full licences and exclude telephony. If students need to make external calls on university business, they will need an uplift to their A5 student licence.

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Decisions about shared phones

Most staff will have access to a Teams so can make contact with anyone in the University. If you have staff that do not have access to Teams via a PC/laptop, you can apply for a Teams enabled handset.

Staff without extension numbers cannot raise emergency calls unless they use one of the Teams telephony shared phones or use their mobile phones.

In making decisions about shared handsets, please take health & safety of staff into consideration.

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Can I keep my desk phone?

The university is modernising it's telephony and over the next year or so and most staff desk phones will be replaced by a Teams enabled softphone, allowing and supporting flexible working.  However, not all desk or wall mounted handsets will be removed, iSolutions will work with professional services and faculties staff to identify where a handset is needed, these will be in spaces such as workshops, labs, lecture theatres, kitchens and other places where there is a business requirement to keep a common access physical phone.  

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Is it more cost effective to issue staff with University mobiles to make external calls or use Teams softphone?

For making external calls via Teams the A5 licence is £140 pa (can be purchased in 3 or 6 month periods too) and £15 a quarter for an extension number, including all call charges. Teams can be added to a mobile phone to allow staff not working at a desk to make and receive calls and attend meetings as they go.

The Finance department manage the mobile phone contracts. It is feasible that a lower SIM contracts could be sought which would mean that Teams softphone is more cost effective. However, this is not in scope for the Teams softphone project.

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Will there be a replacement for Mitel dect mobile phones?

Very few of these phones are in use at the University. A solution to replace these phones will be available.

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How to use the softphones

Link to guide:

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What to do when someone leaves?

Let us know via ServiceLine.

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What to do if someone moves teams

To ensure the phone charges go to new team – let us know by raising a ticket in ServiceLine. Also, ask staff to update their contact details in Subscribe.

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How to find out the numbers in my department using Teams telephony?

The numbers for your department will be on your monthly bill.

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How do the central switchboard find staff extension numbers?

The switchboard team will forward calls to staff by using the contact details that staff provide by updating Subscribe. Please encourage staff to update their contact details with their University extension numbers, this will ensure the numbers are added to the staff directory.  

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Who do I dial in an emergency using Teams softphone

999 will call the emergency services direct.

Please also make CCR aware of any emergency calls you make that occur on campus or with students by dialling 23311.

Please report non-emergency incidents to 22811.

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Useful links

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

TLO guide

Telephony Requests form

Request for A5 visitor licence

Computer Peripheral Purchasing form

M365 Support Centre - Softphones

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