Telephony Replacement: FAQs

The Chorus VoIP and Teams Phone systems are connected (via the University’s telephony providers) so the basic telephony functions listed below work between them:  

• calling internal numbers 
• transferring calls (whether this is a blind transfer or a consulted transfer) 

• automatically forwarding calls  

However, there are some features that do not operate if people are using different telephony systems so should be taken into account when planning your transition to Teams Phone: 

• Chorus Hunt Groups, or Teams Phone Call Queues, will only work if all the members of the Group or Queue are using the same system

• Executive Assistant functions do not operate across the two systems 

• call monitoring of other users’ busy status does not work if the other user is on a different system 

• intercoms which are video enabled on Chorus will not display the video for Teams Phone user 

In addition, there are some network considerations that colleges and departments need to take in account when deploying Teams Phone handsets. IT Services will enable a port on the Frodo for the Teams Phone network. ITSS will then need to manage two voice Vlans on their internal network.

Yes, but you and all the Executives will need to using Teams Phone.  You can't manage someone else's phone if you are using Teams Phone and they remain on Chorus.  See further information at Teams Phone: Group Working | IT Help.

• If you use a Chorus desk phone to receive a phone call as your way of authenticating your Oxford SSO (Multi Factor Authentication), you can continue to do so because the phone call will come through Teams Phone but you need to be logged in to Teams for this to work   
• You should also set up an alternative method and further information is available on the IT Help website. By doing this, you can still authenticate your account if you are not logged in to Teams, or you are in a Teams call (when incoming phone calls are sent to voicemail), or when your computer is shut down. 
• If you are accessing Teams Phone through a handset (like a desk phone) you will need to set up an alternative method before you log into your handset in order to access your handset.  Thereafter you can use a Teams Phone call as your way of authenticating your SSO

  Note: this will work until the MFA functionality by telephone is removed ​(which is already the case for new users)

The main reason for somebody needing to retain a personal telephone line is if they need to make or receive external calls​ from a University number.

If a phone line can be linked to a person, it should be.

A common area line is appropriate if it needs to be:

• linked to a role (eg bursar or tenured position) 
• linked to a location (eg library, lobby, laboratory) which is staffed by multiple colleagues performing the same role. 

Staff currently sharing a Chorus desk phone should move to using a common area handset. 

Yes, you can

The maximum number of sign-ins is 5

Common area passwords have to be reset by local IT Managers on first log in. Passwords will then be under local IT control, following your local procedures 

If your existing Chorus phones don't have a separate power cable, it should be the case that any new Teams Phone handset won't need one either and can get its power from the network cable. The only exception to this rule is that if you're using a CCX505 with an expansion module, this requires more power, and you'll need an additional power supply.  Otherwise, Teams Phone handsets will just work using the same cable you use for the Chorus phones.

Yes you can mask your caller-id from external contacts by completing a change caller id Service Request

Yes, you can block calls in Teams Phone: see How to block a nuisance number in Teams. 

The Communication and collaboration team can block calls system wide if the request is submitted via the University's Security Services, as outlined in the advice on the nuisance calls webpage.

• As long as you both have a University phone number (ie have Teams Phone enabled), you can set up a call group in Teams Phone to allow you to pick up a colleague's phone calls
• Anyone can answer a call to a Teams Phone enabled handset (ie a phone on a desk)

If your status indicates you are unavailable or you are unable to answer a Teams Phone call, for example because you are in a Teams meeting, you are not logged into Teams or your computer is switched off, the call will be treated according to how your 'when you can't answer a call' settings are configured. The options are re-directing it to Voicemail, re-directing to another phone number, or 'do not re-direct call'.  If you do not re-direct calls, they will show as unanswered. 

If you need something more flexible, please contact the project team

You can mute all notifications except for call and meetings.  See guidance at Manage notifications in Microsoft Teams - Microsoft Support

It is possible to set up an autoattendant which will play a greeting, or message to callers before putting the call through to anyone.  It is also possible to have voicemail, which will play a message to, and then take messages from callers.

You can call 999 (or 112) from a Teams Phone line, as long as you have an internet connection, but the handler will not recognise your location

See Telephony replacement: analogue and critical lines

There is a Teams Walkie Talkie feature, which can push out messages. Otherwise, you could look into using the University's Safe Zone mass alert system   

See Telephony replacement: digital lines (VoIP telephony)

The Telephone Coordinator can unassign the user in Phoneman or allow them to take their phone number to the new unit

No, it will cease to operate, as is the case with Chorus VoIP (digital) telephony

No, they will not.  Passwords are not set to expire in these circumstances

Arrangements for OUSS are still under discussion. This could be a Zoom contact centre but issues around connectivity will remain, so this may be underpinned by ordering in broadband from another supplier with UPS to ensure the required resilience. This could be a possibility for college lodges as well if they need to remain connected at all times

See Teams Phone Business Continuity | IT Help