This article provides answers to common questions about Microsoft Teams Phone at Ithaca College. It outlines calling capabilities, device usage, voicemail, shared lines, and key limitations to help users understand how Teams Phone works in daily use.
Audience
This article is intended for faculty, staff, and departments using Microsoft Teams Phone at Ithaca College
Platform
Microsoft Teams Phone
Microsoft Teams Phone: Frequently Asked Questions
Calling and Availability
Can I make international calls?
International calling is restricted. Submit a service request if you need international dialing enabled Service - Teams Phone Support Request
Do I need to dial “9” or a prefix for outside calls?
No. Dial the full phone number, including area code
Can I call toll-free numbers?
Yes. Toll-free numbers are supported
Can I call 911?
Yes. Teams Phone supports emergency calling. Ensure your emergency location is set correctly in Teams
Can I block or change my caller ID?
Caller ID typically displays your Ithaca College number. Contact IT for exceptions or shared line configurations
Can I record calls?
Call recording is limited and may be subject to college policy. Use Teams meeting recording if appropriate and compliant
SMS, Fax, and Legacy Features
Can I send or receive text messages (SMS)?
No. Teams Phone does not currently support SMS texting
Can I send or receive faxes?
No. Faxing is not supported. Use approved digital alternatives or contact IT for guidance
What if a vendor requires SMS or fax?
Work with IT to identify an alternative solution
Devices and Mobility
Can I use a desk phone?
Teams Phone is designed for desktop and mobile apps. Contact IT if a physical phone is required
What happens if I’m signed in on multiple devices?
Calls ring on all active devices signed into Teams
Can I switch a call between devices?
Yes. Calls can be transferred between devices while in progress
Does Teams Phone work off-campus or while traveling?
Yes, as long as you have an Internet connection
Do I need Wi-Fi?
Yes. Calls require Internet connectivity, either Wi-Fi or cellular data
Call Handling and Features
Can I forward calls?
Yes. Configure call forwarding in Teams settings
Can I ring my cell phone and Teams at the same time?
Yes. Use simultaneous ring settings
Can I transfer calls?
Yes. Both direct (blind) and consultative (warm) transfer are supported
Can I create speed dial or contacts lists?
Yes. Use the Calls button in Teams
Can I see call history?
Yes. Call history and missed calls are available in Teams
Voicemail
How do I change my voicemail greeting?
Update your greeting in Teams voicemail settings
Can I set an out-of-office greeting?
Yes. Temporary greetings can be configured
How do I access voicemail?
Voicemail is available in Teams and delivered via email with audio and transcription
How long are voicemail messages saved?
Retention depends on email and Teams policies
Shared Lines and Departments
How do department numbers work?
Department numbers use call queues to route calls to multiple users
Can multiple people answer one number?
Yes. Call queues support shared coverage
What happens if no one answers?
Calls can route to voicemail or another destination based on configuration
Can I have more than one number?
Yes, depending on role and need. Contact IT
Privacy and Security
Is Teams Phone secure?
Yes. Calls are handled within Microsoft Teams secure environment
Are calls recorded or monitored?
Called aren't recorded or monitored. You can record a call yourself.
What data is stored?
Call history and voicemail (with transcription) are stored in Teams and Exchange according to institutional policies
Setup and Troubleshooting
Why am I not receiving calls?
Check your Teams status, device sign-in, and notification settings
Why is my call quality poor?
Check your Internet connection, headset, or network stability
Do I need Teams open to receive calls?
Teams must be running on your device to receive calls. If it isn't running calls will go to voicemail.
What should I do if my number is incorrect?
Submit a service request to IT
How do I update my emergency location?
Update your location in Teams settings
Migration and Transition
Can I keep my existing phone number?
Yes, if it was ported to Teams
What happened to my desk phone?
Teams Phone software replaces physical desk phones for most users
Will my old voicemails transfer?
Voicemail messages will not transfer
What should I tell external contacts?
Continue sharing your Ithaca College phone number; dialing behavior remains the same
Expectations and Usage
Is Teams Phone required?
A phone number assignment is based on role and departmental needs
Can I use Teams Phone after hours?
Yes, but you can configure quiet hours or Do Not Disturb
Should I use my Teams number when working remotely?
Yes. Your Teams number is your primary work phone number regardless of location
Limitations
Microsoft Teams Phone does not support the following:
- SMS (text messaging)
- Faxing
- Physical office phone line or jack dependency
- Offline calling without an Internet connection
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