Microsoft Teams Calling - Overview

Overview

We are migrating VIU’s aging campus telephone system to the modern and popular MS Teams Calling solution. This platform is part of our existing Microsoft campus license agreement.

Frequently Asked Questions

The change

• What is MS Teams Calling?
  Check out a brief overview of MS Teams Calling.
• When is this happening?
  MS Teams Calling will implemented in phases over the next year. Original desktop phones will no longer be functional once the process is complete. More information on desktop phone collection will be provided closer to the launch date.
• Why are we doing this?
  Due to the age of our existing telephone system, we face significant challenges in delivering adequate user support and obtaining vendor support, including acquiring replacement hardware. The transition to the Microsoft platform enables us to provide increased resiliency, security, compatibility, and support.​​​​​​​
• Are other universities and colleges also moving to MS Teams Calling?
  Many other universities and colleges have transitioned to MS Teams Calling​​​​​​, such as University of Toronto, University of Ottawa, and University of Victoria. Other institutions, such as Simon Fraser University and British Columbia Institute of Technology, are currently making the switch to Teams calling.
• What primary vendors are you working with during this project?
  VIU is collaborating with Telus Canada and Microsoft during this project.​​​​​​​
• What are the main benefits of MS Teams Calling versus a traditional telephony solution?
  MS Teams Calling is a communication platform that offers a variety of benefits, including:
  • Seamless integration: MS Teams Calling integrates with Microsoft Office 365, allowing you to access all your contacts and calendar events easily. 
  • Cost savings: MS Teams Calling offers a cost-effective solution, eliminating the need for traditional phone systems, including expensive hardware. 
  • Improved collaboration: MS Teams Calling allows for real-time collaboration, instant messaging, and video conferencing, which can improve communication and productivity. 
  • Enhanced mobility: With MS Teams Calling, users can make and receive calls from anywhere, as long as they have an internet connection. 
  • Advanced features: MS Teams Calling offers advanced features such as call recording, voicemail, call forwarding, and auto-attendants. 
  • In addition, MS Teams Calling offers enhanced spam protection, transcription between like platforms, and managing call queues.​​​​​​​
• What do I do if I have unique telephony needs?
  If you have any unique telephony needs beyond simply one-to-one calling and receiving, such as shared responsibility for a departmental extension, please notify us at IThelp@viu.ca.​​​​​​​
• Will I still have my desktop phone?
  Most users will no longer have the need for a physical phone with this new system and will now use a headset when needed. We are working closely with areas who have unique telephony needs and require a physical MS Teams telephone.​​​​​​​
• Will I get a headset?
  Although a headset may be useful in a front-line or shared office space environment, a headset is not necessary for using MS Teams Calling as long as your computer already has a built-in microphone. Many employees may already have a headset to accommodate conference calls and other online activities that can also be used with MS Teams Calling. Any headset with a microphone will work for this purpose.
  
  VIU IT will have a limited supply of new headsets available for those who do not have one already and think it would be necessary for their workspace. If there is a requirement for a specialized headset to enable specific functions, VIU IT may be able to provide this.​​​​​​​
• What level of privacy can an employee expect with this new system?
  MS Teams phone calls are private. There is no capability in MS Teams that would allow anyone outside a private call to listen in to the conversation.​​​​​​​
• Are computers mandatory to use MS Teams Calling?
  In most instances, MS Teams Calling will be used from your work computer using a headset if needed, similar to an MS Teams or Zoom call. There are special circumstances for which a desktop phone is necessary as noted above.​​​​​​​
• Can a person from outside the institution use a landline to call a person using MS Teams Calling?
  Persons calling the University from a landline will have a similar experience to their current experience calling into the University.​​​​​​​
• How can employees contact each other if the internet is down?
  MS Teams Calling will be offline in an internet outage, similar to all other MS solutions. VIU has established robust solutions, procedures, and protocols to minimize internet disruptions. This new solution is far more resilient than our existing obsolete telephony system. Cellular devices will still function for calling.
• How do I get support and provide feedback?
  For the most efficient support, please enter an IT Request. 
  • You can email us at IThelp@viu.ca. 
  • You can call us at 250.740.6300. ​​​​​​​

Using Teams Calling

• I am getting work calls outside of my work hours 
  Remember to change your MS Teams’ status to Appear Away or Appear offline. ​​​​​​​
• Can I answer my supervisor or co-worker’s extensions in their absence? What about shared departmental extensions?
  There are a number of features that Teams calling is capable of, and we're still learning the many ways we can customize different calling setups. If you have specific needs for your telephone service, let us know and we'll work with you on the best possible solutions.
• How does voicemail work? Can users customize their outgoing message? Can voicemails be sent to email?
  MS Teams Calling has similar features to our current system, allowing users to customize their voicemail. Additionally, your voicemail is sent to email as a .WAV file attachment.
• Do you have to be logged in to Teams to know that someone is calling you?
  Yes, MS Teams must be running to know that someone is calling. VIU Windows-based computers are imaged in a manner that launches MS Teams automatically upon startup.​​​​​​​
• What if a user wants to make a long-distance call
  The same long-distance features will apply to MS Teams Calling.​​​​​​​
• How does emergency calling work now? 
  Whether working on-campus in your office or remotely, when you dial 911 the 911 operator will ask you to provide your address.
  • When in your on-campus office, the MS Teams client can also detect your location if you are unable to talk. You can see this under the dial pad in the MS Teams Calls section. Additionally, On-Campus Security will be notified that you made an emergency call and will be able to see both your phone number and location.