University Phones: Teams Calling
Enhancing campus communication with modern solutions
Flexible Phones for a Hybrid Environment
The campus calling system is being upgraded to a cloud-based, modern phone system for enhanced quality, reliability and flexibility of communication services.We are transitioning from the current Cisco phone system to Teams Calling which integrates with Microsoft Teams, allowing you to make and receive calls directly within the Teams app from your computer or mobile device, wherever you may be located. Teams Calling will streamline communication by instantly launching on any device with Teams installed when you start it up. Forgetting to "turn on" your phone will become a thing of the past.
This campuswide initiative offers campus constituents the ability to use your campus phone service and number from physical handsets, desktop computers, tablets, mobile devices and more. This change aims to streamline our communication systems and support the need to utilize the campus phone system from both on and off campus.
Why is this Transition Happening?
The university requires an enterprise solution that enhances accessibility, service quality and a common experience for users both on an off campus. Microsoft Teams Calling allows calls to be made and received directly within the app on computers or mobile devices, significantly improving communication and collaboration.
Benefits of Teams Calling:
- Support and integration: Microsoft Teams provides strong support and seamless integration with other existing infrastructure services.
- Consistent functionality: Unlike the inconsistent functionality experienced with Cisco and Jabber, Microsoft Teams Calling offers a more reliable solution both on campus and remote.
- Infrastructure benefits: Microsoft Teams Calling delivers infrastructure advantages at the same cost, making it a more efficient choice for our community.
What is Changing for Users?
Users will see improvements to service quality, reliability and flexibility. With Microsoft Teams Calling, you can make and receive calls using your work phone number on any device that can support the Teams application. The application is offered through our university's Microsoft 365 application suite, which is already installed on most university devices.
Our survey from 2024 indicated that staff and faculty are interested in always considering sustainability when provisioning new services, and we heard you. ISS will be approaching departments, units or individuals directly to discuss how we can best support you during the transition, improve your current service, and eliminate e-waste and the deployment of unnecessary hardware.
CU is committed to minimizing e-waste, but any area with a demonstrated business need — such as reception desks, lobby phones and labs — will receive new physical desk phones. In other instances, a user might be better served with a headset for use with their computer, or other accommodations.
Please note, with the migration to Teams Calling, five-digit extension dialing will no longer work. Instead, use the full 10-digit phone number on the key pad or select the individual you would like to call by typing their name into the Teams Calling app.
What is Not Changing for Users?
While the technology will be changing with this migration, these key services will not be changing for users:
- Existing university phone numbers will not change.
- ISS will work with individual departments to maintain any calling services that you currently enjoy and migrate them to the new platform.
- Billing will reflect your calling services including any added or reduced phone numbers. If there are no changes to your service plan, you will be billed the same.
For more details, please review the FAQ below.
Phone Number vs Physical Handset/Desk Phone
Digital flexibility and freedom from the desk
With Teams Calling, a physical phone is no longer required in order for someone to contact you via your digital phone number. You are able to install the Teams Calling application to your computer so that you can answer calls on your university laptop or desktop using the built in speakers and microphone or a headset. You can also install it on your cell phone to answer university calls directly on your mobile device.This allows for more work flexibility and makes it easier for people to reach you by your university phone number whether you're on campus, at home, or making rounds in a clinic. Because of this flexibility, please be aware that five-digit extension dialing will no longer work; you will need to use the full 10-digit phone number or enter the name of the person you'd like to call.
Phone number
Your phone number is a unique set of digits that people use to reach you. This is the same as an email address or your personal cell phone number. Your email address isn't tied to a single computer, and your cell phone number can be transferred when you upgrade your phone. Similarly, your university phone number isn't a specific physical phone; it can be connected to any device that is able to use the Microsoft Teams app (such as your cell phone, laptop, or optional new Teams capable desk phone.)
Your university phone number is not physical, it is digital. It can be transferred to a new device while remaining active and connected to you.
Physical handset / desk phone
A physical handset is the device you use to make calls. It's the device you hold in your hand, like a traditional desk phone or mobile cell phone. A physical handset or desk phone may be connected to your phone number so that it rings when someone calls you, but it can be changed or replaced without affecting your phone number or the ability for people to contact you via that number.
Teams Calling Training Resources
Visit the Knowledge Base in the Service Portal for links to videos, guides and tutorials from Microsoft.
Teams Calling Training Resources
Frequently Asked Questions
As the university undergoes this transition between calling systems, it might be helpful to be aware of some key terminology. This terminology will be used by our technicians when they meet with your department or unit to identify your phone service needs.
To help alleviate confusion, we have compiled this glossary of key terms related to this project and service.
To help alleviate confusion, we have compiled this glossary of key terms related to this project and service.
Physical phone: A traditional phone device used for voice communication.
Handset: A stationary phone typically used in an office setting.
Mobile device: A portable device such as a smartphone or tablet used for communication.
Communication device: Any device used to transmit or receive information.
Call unit: A device used to make and receive phone calls.
Dial pad: The keypad on a phone used to dial numbers.
Personal communicator: A device used for personal communication, such as a smartphone.
Softphone: A software application that enables voice over IP (VoIP) telephone calls from computing devices.
VoIP phone: A phone that uses Voice over Internet Protocol technology to transmit calls over the internet.
Headset: A device worn on the head that includes a microphone and speakers for hands-free communication.
Speakerphone: A phone with a built-in speaker and microphone that allows hands-free communication.
IP phone: A phone that uses Internet Protocol to transmit calls over a network.
Analog phone: A traditional phone that uses analog signals to transmit voice.
Bluetooth headset: A wireless headset that connects to devices via Bluetooth.
Desk phone: A stationary phone typically used in an office setting.
Common area phone: A stationary phone located in a shared space, such as a small huddle room or a common area, which is accessible to multiple users rather than being assigned to a specific individual. These phones are typically used for general purposes and are not tied to a single user or desk.
Caller ID: A feature that displays the phone number of the incoming caller.
Auto Attendant: An automated system that answers incoming calls and provides options to route the call to the appropriate department or individual.
Call forwarding: A feature that allows incoming calls to be redirected to another phone number.
Call transfer: The ability to transfer an ongoing call to another phone or extension.
Conference call: A call in which multiple participants can communicate with each other simultaneously.
Do Not Disturb (DND): A feature that blocks incoming calls and notifications for a specified period.
Call waiting: A feature that alerts you to an incoming call while you are already on another call.
Voicemail to email: A feature that sends voicemail messages to your email inbox.
Call screening: A feature that allows you to see the caller's information before answering.
Speed dial: A feature that allows you to quickly dial a pre-programmed number.
Call park: A feature that allows you to place a call on hold and retrieve it from another phone.
SIP (Session Initiation Protocol): A protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications.
PBX (Private Branch Exchange): A private telephone network used within an organization that allows internal and external communication.
LAN (Local Area Network): A network that connects devices within a limited area, such as an office building.
WAN (Wide Area Network): A telecommunications network that extends over a large geographic area for the purpose of computer networking.
Ethernet: A common method of networking computers in a local area network (LAN).
VPN (Virtual Private Network): A secure network connection over the internet.
QoS (Quality of Service): A feature that prioritizes certain types of network traffic to ensure high-quality communication.
Firewall: A security system that controls incoming and outgoing network traffic.
Router: A device that forwards data packets between computer networks.
PBX (Private Branch Exchange): A private telephone network used within an organization that allows internal and external communication.
LAN (Local Area Network): A network that connects devices within a limited area, such as an office building.
WAN (Wide Area Network): A telecommunications network that extends over a large geographic area for the purpose of computer networking.
Ethernet: A common method of networking computers in a local area network (LAN).
VPN (Virtual Private Network): A secure network connection over the internet.
QoS (Quality of Service): A feature that prioritizes certain types of network traffic to ensure high-quality communication.
Firewall: A security system that controls incoming and outgoing network traffic.
Router: A device that forwards data packets between computer networks.
Phone number: A unique sequence of digits assigned to a phone line for making and receiving calls.
Extension: A short internal number assigned to a specific phone or user within a PBX system.
Voicemail: A system that allows users to receive, store, and retrieve voice messages.
User profile: A set of settings and preferences associated with a specific user in a communication system.
Caller ID blocking: A feature that prevents your phone number from being displayed to the recipient.
PIN (Personal Identification Number): A security code used to access voicemail or other services.
User directory: A list of users and their contact information within a communication system.
Alias: An alternate name or identifier for a user.
Authentication: The process of verifying the identity of a user.
Extension: A short internal number assigned to a specific phone or user within a PBX system.
Voicemail: A system that allows users to receive, store, and retrieve voice messages.
User profile: A set of settings and preferences associated with a specific user in a communication system.
Caller ID blocking: A feature that prevents your phone number from being displayed to the recipient.
PIN (Personal Identification Number): A security code used to access voicemail or other services.
User directory: A list of users and their contact information within a communication system.
Alias: An alternate name or identifier for a user.
Authentication: The process of verifying the identity of a user.
Call queue: A system that places incoming calls in a line to be answered in the order they were received.
Call recording: The process of recording phone conversations for later playback and analysis.
Presence: A feature that indicates the availability status of a user (e.g., available, busy, away).
Call analytics: Tools and reports that provide insights into call patterns and performance.
Interactive Voice Response (IVR): An automated system that interacts with callers and routes calls based on their input.
Call whisper: A feature that allows a supervisor to speak to an agent without the caller hearing.
Call barge: A feature that allows a supervisor to join an ongoing call.
Call monitoring: The ability to listen to live calls for quality assurance purposes.
Call recording: The process of recording phone conversations for later playback and analysis.
Presence: A feature that indicates the availability status of a user (e.g., available, busy, away).
Call analytics: Tools and reports that provide insights into call patterns and performance.
Interactive Voice Response (IVR): An automated system that interacts with callers and routes calls based on their input.
Call whisper: A feature that allows a supervisor to speak to an agent without the caller hearing.
Call barge: A feature that allows a supervisor to join an ongoing call.
Call monitoring: The ability to listen to live calls for quality assurance purposes.