Below are a range of questions that were captured from the Teams Calling Training Sessions.
Q: Is there a limit on number of voicemails stored?
A: Voicemails are audio files that are stored in your individual OneDrive location. All users have a 1TB storage limit on their OneDrive, which is massive, so you won’t be running out of space, and it’s unlikely you’ll hit any limit to how many voicemails can be stored.
Q: How do I transfer a call to a Training Advisors?
A: All Training advisors will have their teams calls forward to their mobile phone or will ring in Teams and on mobile simultaneously. This means that when you transfer a call it will send it to their mobile if they are out of the office.
Q: Currently we use mobiles, so if anyone rings us on teams does it auto go to mobile?
A: No, you will need to configure your Call settings to forward calls to mobile if you want this. Click on your Face in the top-right corner of Teams, and click settings, then look for Calls on the left hand side. This will give you the option to Forward my calls and you can choose “Voicemail” or a new number, and enter your mobile number.
Q; Do we all need to download the Teams app for Mobile?
A: You don't need to download the Teams mobile app unless you want to. It is available in the Apple App Store or the Google Play Store for free – just search for “Teams”.
Q: For those who have work mobiles, does this add any further advantage?
A: If you want to be able to chat, check on other colleague’s presence states, and use other functions of the Teams client, then having the Teams mobile client may have a further advantage, but it isn’t essential.
Q: Can you save external contacts to your Teams client?
A: Yes! You can add them from your Calls icon. From the Calls icon, go to Contacts and then Add Contact. Alternatively, this Contacts list syncs with your Outlook contacts so if you add the person to your Outlook contacts, they will appear in your Teams Contact list.
Q: If you save an external contact to your list, will their name appear when they call?
A: Yes.
Q: Can you add an email address to the contact?
A: No, not from Teams, however, if you add the contact to your Outlook Contacts, this will sync with your Teams Contact list.
Q: How can you transfer calls to people's mobile phones?
A: If they have their mobile phone number added to their Office 365 account, from the transfer dropdown menu you will be able to select the person's mobile phone.
Q: Can I answer Teams calls from my Teams mobile client?
A: Yes .
Q: If I transfer an external call to a person's mobile what is the caller ID Displayed?
A: It currently displays as "no caller ID" – we are looking at having it set to the Competenz number, similar to how it is working with our old system.
Q: (CSC Team) Do other queue agents know if other agents are logged in/out of the queue?
A: Unfortunately no, however, a Teams Chat will be setup for the 0800 Queue Agents so that they can communicate to each other when they are logging in and out of the queue for calls.
Q: Does Competenz Audio Conferencing require a Pin?
A: (TBD by Vance to confirm)
Q: Where do I get a headset?
A: These have been left on desks in Auckland and are have been couriered around the country, however if for some reason you’ve missed out, please feel free to log a request for a headset to [email protected].
Q: Can I use our old extension numbers?
A: No. There will be no extension numbers, but instead, you can just search by a staff member’s name to call them.
Q: What is the default Call answering settings?
A: By default, the system will attempt to only call you on your Teams client, then if unanswered after 20 seconds, it will send the caller to voicemail.
Q: What are some common issue(s) a new user would have?
A: Ensuring the right headset/audio/mic device is selected. If they are having issues, they just need to go into their User Profile > Settings > Devices > Make a Test call. If you select make a test call it will allow you to record a short message and play it back for you to ensure that your speaker and microphone are configured correctly with the USB headset.
Q: If you are not logged in and your computer is off will your call still forward to your mobile?
A: If you have configured your Teams call settings to forward your calls to mobile then yes it will. By default if you have not configured this and you are not logged into your computer and/or your computer is off, it will just send the person to voicemail. To configure your Teams calls to be sent to your mobile, you go into your User Profile > Settings > Calls > Call answering rules. From here you would select the 'Forward my calls' and from the "forward calls" drop down, select or enter your mobile number.