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How to use Microsoft Teams Softphone

Table of contents

 

Calling using the Dial Pad

The Dial Pad can be used to dial someone who is outside of the University. To contact internal staff you can also use Teams Chat or Teams meetings.

1. Navigate to Calls from the left-hand navigation in Teams

Calls icon on Teams

2. Using the Dial Pad (or your keyboard Dial Pad), type in the number that you wish to call

3. Start the call by clicking on the Call Button

Call button on Teams

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Selecting from a menu of options whilst on a call

If you are in a call and you are asked to add an option or an extension number, click on the keypad icon to bring up an additional dial pad, this is located at the top of the calling window.

Keyboard icon that appears when you are calling someone

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View or add contacts

To view your Teams contacts, select Calls  Calls button  and choose Contacts tab. Here you'll find an A-Z list of all your contacts and a search bar that you can use to find someone specific.

If you want to add a new contact to your list, click Add contact at the top of your list to get started.

Screenshot of the list of contacts appearing when you click on the Calls and Contacts buttons

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Teams Status: Do Not Disturb

If you set your status in Teams to “Do not disturb” then no calls will be routed through to you. All other statuses will allow calls through.

Screenshot of the "My status" menu

You can also forward all of your calls to your voicemail.

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Checking Voicemail in Teams

1. Navigate to the Calls section

Calls icon on Teams
2. Click on Voicemail

3. Voicemails will be displayed in chronological order: click on the name or number to select the message

4. Click the Play icon to play the message

Screenshot of the play button on Teams

You are not able to check your Voicemail messages unless you have the Teams application on your PC or mobile phone.

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Forwarding calls to Voicemail, another number or colleague

If you want to transfer your calls to your voicemail, another number such as your mobile or to one or a group of your colleagues:  

  1. Click on 3 small dots next to your profile picture ("...")
  2. Click on Settings
  3. Click on Calls
  4. Select Forward my calls
  5. From the "Forward to:" drop-down menu, select New number of contact or a Call group

Image of the process explained here below about how to forward a call to a contact or a call group

A group can be up to 25 people.  

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Transferring and holding a call in Teams

How to transfer a call using the 'Consult then Transfer' option

If you want to check in with someone before you transfer a call, you can use the function Consult then Transfer. It will only work if the colleague you are trying to Consult is also using Teams softphone. 

If you select Consult then Transfer, you can then chat to the colleague in the text box:

Screenshot of a text box related to the 'Consult then Transfer' option


Alternatively, Click the phone icon to speak to the colleague. This conversation is not heard by the caller. While consulting, the caller will hear on-hold music.

Screenshot of the phone icon near the colleague's profile picture

When you are finished speaking to your colleague, press Transfer and choose Work to send the call through. If you need to return to the call you can press Stop Consulting.

 

How to hold a call

To hold a call that you have received:

1. Select the More actions icon

Screenshot of the 'More action' button

2. Then click Hold in the following window:

Screenshot of the 'More actions' menu

3. To get back to the Caller simply press the 'Resume' button at the bottom of the window.

Screenshot of the 'Resume' button

4. To transfer a call to another person

  • Select the More actions button ('...") 
    Screenshot of the 'More action' button

  • Click on either 'Consult then transfer' (if you want to check in with someone before you transfer a call) or 'Transfer'
    Screenshot of the 'More actions' menu
  • Type the name in the Search of the person you want to Transfer or Consult

  • Click transfer to transfer the call to the person


Transferring without Consult puts the call straight through. Only do this if you know the other person is ready to receive the call.

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Opting in and out of Call Queues (previously called Hunt Groups)

If you are a member of several Call Queues, you now have the ability to ‘Opt in’ or ‘Opt out’ of queues as required.

See the Call Queues you are in and Opt in or out by ticking the box to Opt in or untick to Opt out, then Save.

Alternatively, if you have your own Teams softphone extension number and you are in a Call Queue, you can Opt in & out of queues from Teams Calls Settings:

  1. Go to Settings (by clicking on the 'more actions' button ("...") on the top right menu bar)
  2. Click on the Calls icon and see the Call Queues you are in under the Call Queues heading
  3. Toggle each Call Queue on or off.

Screenshot of the settings window, Calls section

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How to manage your Softphone while you are away

If you are going to be away for a period of time, you can set up your Teams Softphone to: 

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Video tutorials from Microsoft

Please be aware that Teams will have been updated since Microsoft produced these videos, so buttons may not be located as shown. For instance, Teams settings are now available by selecting the ellipsis (...) located to the left of your profile picture and not by clicking your profile picture.

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Calls ring on your PC and headset (secondary ringer)

If you want to be able to hear your incoming calls ringing via your PC device as well as your headset, you can set up your secondary ringer option from Device settings.

If you have a laptop you can do this very easily because your laptop will also have an in built speaker. If your device does not have a speaker, you will need an external speaker.  

  1. Go to Settings (by clicking on the 'more actions' button ("...") on the top right menu bar)
  2. Click on the Devices and choose Speakers under the Secondary ringer option

Screenshot of the secondary ringer option

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Useful links

External calling using Teams Softphone

Calls (Internal & External)-How do I

Help on setting up Softphone on Microsoft Office Teams

Telephony Requests form

Attached files:

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