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MS Teams User Guide for IP Telecom

IP Telecom for Teams provides the benefits of an integrated phone system as part of your collaborative suite to work alongside the standalone desk phones and normal business PBX functionality.

For further information and the latest official support on MS Teams visit: https://support.microsoft.com/en-us/teams.

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Activity Icon

The Activity icon displays your activity within Teams. Example, Incoming, Outgoing, missed calls with names or extension numbers. Duration and date

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Chat Icon

Chat view, lists your recent messages. You can reply to a chat, delete a chat, send files, make a video call, dial or share your screen

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Dial a number

  1. Click Dial a number if the dial pad is not displayed.

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  2. Either enter the telephone number or use the dial pad

  3. Click the Call Button

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  • Duration - length of call
  • Mute - caller will not be able to hear you if selected
  • Dial Pad - opens dial pad to access digits
  • Options - More Features
  • Conference - Show participants and or invite people to join conversation
  • Hang-up - end the call

End a call

  1. Click the red phone button

Transfer a call - unattended

  1. While on a call, click Options
  2. Click on the transfer icon

  3. Enter the name of the person you want to transfer to or dial the number

  4. The status of the user is displayed: online, offline, busy, idle

  5. Click Transfer

!!! note Should the person you are transferring to have more than one device, you can select the drop-down box and select the device to transfer to

  1. The call has now been transferred
  2. If the user is busy, the caller will be sent directly back to you
  3. Click Resume to connect back to the caller

Transfer a call - attended

  1. While on a call, press Options
  2. Click Consult, then Transfer

  3. Enter the name or number of the person you would like to transfer to

  4. Click Consult

  5. Introduce the call while the caller is on hold.

  6. To transfer the caller, click Transfer
  7. If there is no answer, or if you want to return to the caller, click Stop Consulting

  8. Click Resume to get the caller back

Schedule a meeting

  1. Click Calendar on the left-hand navigation.
  2. Click New Meeting in top-right.

  3. Enter a meeting title.

  4. To invite people, click within the Add required attendees text box.
  5. Enter the name or email address of the person you want to invite then select from the dialog
  6. Enter the other meeting details.
  7. Click Send.

Set up speed dial

  1. Click Calls from the left-hand navigation
  2. Click Speed Dial
  3. Click Add speed dial
  4. Enter the person or company and click Add.

Add contacts

  1. Click Contacts
  2. Click Add contact
  3. Enter the name of person or company and click Add.

View call history

  1. Click
  2. Review the list of incoming and outgoing calls
  3. The "more" button gives you options to call back, add to speed dial, add to contacts, or block the number

Disable voicemail

To disable the voicemail in your MS Teams follow these steps:

  1. Click User > Setting > Calls.

  2. Click on "If unanswered" and select "Do nothing" instead of Voicemail.

  3. Voicemail will be disabled in MS Teams and you can continue to use the voicemail configured in the PBX.

Note

Changes save automatically, there is no option to save changes.

Enabling "busy on busy" calling policy

The "Busy on Busy" calling policy defines how incoming calls are handled when a user is already in a call, a conference, or has a call on hold. If busy on busy is enabled, then new or incoming calls can be alerted that you are busy and the call will be rejected.

A user with Microsoft global admin permissions can enable calling policies for the account or for certain users. Enabling "busy on busy" does not prevent a user from initiating new calls or conferences.

Note

"Busy on busy" is disabled by default, the global MS Teams administrator can enable this setting.

To enable busy on busy in your MS Teams calling policy:

  1. Go to your Office 365 admin center.
  2. Select the Teams Admin center.
  3. Go to Voice > Calling Policies.

  4. Choose your "global" policy (you can also update custom calling policies as required).

  5. Use the slider to enable "Busy on busy is available when in a call".

  6. Click Save.

For more information about global calling policies in Teams, see https://docs.microsoft.com/en-us/microsoftteams/teams-calling-policy.

MS Teams status and hosted PBX

Your "status" in MS Teams does not always determine how your hosted PBX calls will behave. The hosted PBX does not have the statuses "Ready", "Busy", "Away" and so on so we won't present them. These are MS Teams statuses. If one teams user dials another using speed dial or contacts (Teams to Teams), the Teams status will behave as expected. However, if a user dials the extension number of another user, then the hosted PBX is invoked and does not know what the users's MS Teams status currently is.

For example, if you have your MS Teams status set to "Busy", you might still get calls coming in to your devices. If your MS Teams status is set to DND, you'll see missed calls which go to voicemail after the timeout set in hosted PBX.

Use the MS Teams calling policies and do-not-disturb features to handle incoming calls while you are on another call as follows.

  1. To stop receiving calls while you are busy, set your Teams status to "Do-Not-Disturb".

  2. To stop missed calls appearing in Teams, enable the "busy on busy" calling policy in your MS Teams account Busy on busy. This must be set up by a user with Microsoft global admin permissions and can be set up at an account level or user level.

Important

If you have more than one device, you must activate DND on all devices in the Smart PBX to stop calls coming through. See Setting up Do Not Disturb.

More Information

Check out the Teams Quick Start Guide.