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 [insert link]

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 tab 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 voicemails 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?
Not by default. Recording depends on specific features and policy

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

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 replaces physical desk phones for most users

Will my old voicemails transfer?
Voicemail migration depends on the transition process

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?
Use 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

Related Articles

• Microsoft Teams: Configure Call Forwarding
• Microsoft Teams: Set Up Voicemail
• Microsoft Teams: Manage Call Queues