Microsoft Teams Calling Frequently Asked Questions (FAQs)

This page provides answers to frequently asked questions about the Teams phone calling service within Microsoft Teams.

Telephone service for most CSULB employees will transition to Teams calling beginning Fall 2023 and throughout Spring 2024.  Learn about the CSULB Telephone Service Migration Project.

Don't see what you're looking for on this page?  Please contact the or the Technology Help Desk.


  1. CSULB Teams Voice Migration & Service Overview Information
  2. Standard Calling with Teams Voice Information
  3. Complex/Specialized Calling (Call Queues, Common Phones, Department Phones, etc.)
  4. Voicemail Information
  5. Use-Case Scenarios

1. CSULB Teams Voice Migration & Service Overview Information

What is the schedule for CSULB's transition to Teams calling?

The Teams calling transition schedule will be set and established in partnership with campus departments and the CSULB Division of Information Technology beginning Fall 2023 and throughout Spring 2024. More details will be shared as more become available. Please refer to the CSULB Telephone Service Migration Project webpage for updates. 

When will I get more details about my department's transition?

About eight weeks before a CSULB unit's scheduled transition, Division of Information Services will notify campus unit leadership.  About two weeks before the transition, unit employees will receive Division of Information Services notifications about their phone service migration.

I want Teams calling now! Can I be an early adopter?

We've received requests from individuals and entire departments to switch to Teams calling as soon as possible.  While the project team is not able to accommodate early adopters at this time, we'll let campus community members know if early adoption becomes available.

What does the phone system migration involve - what happens during the system migration?

During the time your campus phone number is ported (migrated) to the Teams Voice system, it cannot receive or be used to conduct phone calls, and no voice mail messages can be recorded, accessed, or queued.  Please plan on having no access to your campus phone number and voice mail for approximately 24 hours. 

What are the cost implications for departments?

With this shift in communications service, a new simplified billing model has been developed.  The new billing structure has been in effect since August 2023.  Costs are expected to remain on par with past telephone costs and past department/division budgets, with a few exceptions.  Teams calling is limited to employees, including some student employees when requested by their manager.

What’s the difference between Teams Voice and Teams?

Microsoft Teams is a campus system that provides the University with a technical infrastructure for workspace chat and videoconferencing, file storage, and application integration. With migration to the Teams Voice application, Teams will also function as the technical foundation for the campus’ telephone communication service.

What will happen to my work phone number that I use to receive direct calls? Will my phone number stay the same?

If you have your own CSULB phone number, it will most likely stay the same.  If you currently share a phone with others, or don't have a CSULB phone number, then a new phone number may be assigned to you as part of this transition. The new number will appear in your Teams Calls tab, under the dial pad, after your department transitions to Teams Calling.

What will happen to my current voice mail messages?

Your current messages will be not migrated. You will retain access to the current voice mail system for approximately 30 days after migration.  It's advised to review and make note of your voice mail messages within the 30 days post-migration, as the legacy voice mail system will be retired.

Are there any privacy concerns with using Teams Calls for confidential business conversations?

MS Teams Voice is governed under the same state and federal laws as the current telephone system. There is no change in regards to the University's ability or security under this new service.  In terms of private calls easily being heard over a device's speaker, it's recommended to use an appropriate headset for such calls.  Most personal bluetooth earbuds can also be wirelessly connected to the device your Teams app is on.  While the University recommends using the Teams software client (in the same way customers use the same software for Zoom/Teams meetings), a physical MS Teams enabled telephone device can be deployed for calls if necessary.

What kinds of equipment will we need to use Teams Calling?

Teams calling will work with headsets, external microphone and speaker units, and laptop microphones and speakers.  We've published a reference article Headsets for Use with Teams.  The Division of Information Technology can recommend conference phone devices that units can use in situations where multiple people at one location need to share one common phone service, such as student assistants that answer a reception phone.  Since video isn't required for telephone calls, cameras also are not required.  Physical desk phones, known as common phones, designed for Teams Calling will be available on a limited basis from DoIT, and more resources will be shared for departments to purchase directly on their own.

I have an admin/assistant that supports my calls.  Will that function be available in Teams Voice?

Yes. Teams Voice includes functionality to assign call delegates, which enable someone else to make and receive calls on your behalf.

What types of training will be available?

The Teams Calling roll out will feature a range of training sessions and materials, including:

  • Live online trainings
  • On-demand recordings
  • Short how-to videos about specific features.
  • Written instructions and Quick Reference Guides.

Can I make an emergency 911 call from Microsoft Teams?

While you may use Microsoft Teams to make an emergency 911 call, it is highly recommended to use a non-Teams phone whenever possible to place emergency calls. If placing an emergency call through Teams, best practice is to confirm your precise location information at the onset of the call with the emergency dispatcher. As a standard practice, while working remotely, you should always update your location within Teams.

Will the LMS, Canvas, be affected by the new phone system?

There is no impact to Canvas.

Do I need to be available when my campus phone number is migrated to Teams Calling?

No. There’s no need for you to be available during the migration process. As needed, your technical coordinator can provide you with the necessary support after migration.

I received an email telling me I'm going to be migrated. Can I setup my mobile devices, laptop and computer now to use Teams Voice?

No. While you can't set up your computing device(s) in advance, you can make sure Teams is installed on them.  If you have questions, your campus technical coordinator can direct you to what you will need for your particular phone and provider.

Why did the University decide to use Teams Calling, and what are the benefits?

The current phone system is more than 40 years old, and the pandemic underscored the need for the campus to provide telephone service available to employees on and off campus. The Teams calling system provides a modern cloud-based telephony service that can be available to campus employees working remotely. It offers a range of features designed for use with the Teams system currently available to all employees, and as such, it requires no additional hardware or software installations. The application’s technical foundation, Microsoft Teams, integrates with campus email and calendaring functionality, includes ample storage, fulfills critical university security safeguards, provides anti-spam filtering capabilities, and supports access for individuals with disabilities.

2. Standard Calling with Teams Voice Information

How do I use Teams calling?

While we work on our training and knowledge base articles, you can familiarize yourself with Teams Calling:

How can I make and receive phone calls without a physical desk phone?

The Teams phone calling service in Microsoft Teams will allow CSULB faculty and most staff to make and receive conventional telephone calls with their CSULB phone numbers through any computer or mobile device.  Teams calling provides additional functionality, including a virtual dial pad, to Microsoft Teams. When your department switches to Teams calling, your CSULB telephone number will be associated with Teams.  From that point on, your CSULB phone service will no longer be tied to a specific phone in an office on campus. Teams calling works as part of the Teams application on a desktop computer, laptop, tablet, or smartphone. Most features also work through a web browser.

Does Teams allow calls to be transferred?

Yes. Teams can transfer calls to other phone numbers, regardless of whether those numbers use Teams calling, conventional landlines, or cell phones.  Teams calling also lets you conference multiple people into a call, regardless of whether they're using a landline, cell phone, or Teams calling.

Will there be caller ID?

Yes. Caller ID is a built-in feature of Teams calling.

How will this work for contacts outside CSULB, such as parents, collaborators, and vendors?

People outside CSULB will be able to contact CSULB employees and departments just as they do now. They can continue to dial your 10-digit CSULB phone number. They don't need to use Teams.  The only difference will be on the CSULB side. When they call your phone number, it will ring on your computer — or whatever device you're using Teams on — instead of on a physical desk phone.

How will this work for students? 

Students will not automatically get the Teams Calling service. However, students can still use the existing Teams videoconference and audioconference functionality as they can now — i.e., Teams-to-Teams calls — to contact anyone else within CSULB.  Students can also call any CSULB phone number from their cell phone or landline, just like someone outside CSULB can do.  Student employee licenses for Teams calling may be available by request from their manager. Managers should contact their ASM to request a license for a student employee.

Is there functionality in Teams Voice to support the hearing impaired?

Yes. Teams Voice features include closed captioning for calls and meetings, and a Teams Calls setting can enable TTY functionality.

What about private or confidential phone calls?

Headsets should take care of most of these. Any calls that CSULB employees take today on a desk phone, they should still be able to take through Teams calling with a headset.

Can I make or receive calls through my personal cell phone without sharing my personal phone number?

Teams calling allows you to receive phone calls to your CSULB phone number on any computer or mobile device through Microsoft Teams. The caller won't see your personal cell phone number, even if you're taking the call through the Teams app on your smartphone. That applies to both CSULB-owned and non-CSULB-owned mobile devices.  Similarly, you can make calls through Teams from any device without revealing your personal cell phone number. The people you call will see your CSULB phone number in their caller ID.

How do I call internationally?

International calls (Features while Calling) are available through Teams Voice as long as the caller has an appropriate authorized international calling plan and if you are attempting to call certain countries.  For more information about international calling, please submit a ticket requesting international calling, after you are migrated.  This will require ASM approval.  Standard issue service for employees only includes national calling.

Can I use Teams calling for campus phone calls and accessing campus voice mail on my personally owned mobile device, laptop, and computer?

Yes. Please note that there will be limited support for your personal device configuration as University personnel are not permitted to work on personal devices.

3. Complex/Specialized Calling (Call Queues, Common Phones, Department Phones, etc.) with Teams Voice Information

How will shared department lines work?

Teams will allow us to create call queues that will allow shared departmental lines to work very much like they do today. There will still be a department number that will ring on multiple desks and allow multiple employees to answer calls.  As part of the migration, we will develop training and informational pages about how this will work.

How will this work for call centers? Will Teams calling replace MiCC?

CSULB call centers will remain on MiCC.

Will employees who use MiCC need to use Teams as well?

Some people who use MiCC for call center functionality may also need to use Teams calling for other types of calls.  These two apps will operate separately, without a specific integration.

I use my desk phone for Microsoft two-step authentication. Can this still be done through Teams Calling, too?

If you're already logged in to Teams and need to verify your identity to log in to another CSULB service, then yes, you will be able to get a call through Teams Calling, just like you can with a landline.  However, for logging in to Teams itself, you'll need to use a different device to verify your identity with Microsoft. Here are options to consider:

  • Microsoft Authenticator app lets you get push notifications. Also lets you generate passcodes, even without Wi-Fi or cell service.
  • You can also setup text notifications to your mobile device. 

4. Voicemail Information

Does Teams calling include voicemail?


Can voicemail be personalized?

Yes. You can record a voicemail greeting or compose a written greeting and have Teams greet callers for you.  You can also set out-of-office notifications that can align with your calendar status.  Teams calling also lets you determine whether callers can leave a message or get transferred to someone else.

Can I get voicemail messages by email?

Yes. With Teams calling, you'll automatically receive an email message for each voicemail message, including both an attached audio file and a speech-to-text transcription.  Voicemail messages will also be available in both formats within Teams. (Some exceptions may apply for departmental call queues or shared lines.)

Do I need a password to check voicemail?

No, an additional password is not required to check voicemails via Teams.

Can I manage another person’s voicemails through Teams?

This is not currently a functionality available in Teams. However, voicemails received in Outlook are able to be forwarded and reviewed by others.

After the migration, will I access voice mail differently?

Yes. You can access messages:

  • By Phone: Access over the telephone will continue to be supported from on and off campus.
  • By Teams on your computing device: Access messages and manage your mailbox from the web after you set up your voice mail account.
  • By Email: Receive a copy of voice mail messages as a .wav attachment in your email account.

Will my voice messages be moved from the old to new system?

No. Voice messages will not be migrated to the new voice mail system; however, you will have access to both systems for at least one month after you have been migrated to the new voice mail system.

How long will I be able to save voice messages in the new system?

Messages will be retained for a maximum of 30 days. However, if saved, messages will be retained indefinitely.

Will I receive information to help me use the new voice mail system?

Yes. In-person training will be offered on a department-by-department basis prior to migration to the new voice mail system. Online resources including reference materials will also be available.

When will I receive my new voice mailbox?

After your phone number’s migrated to the Teams Voice system, you’ll use the Teams Calling interface to set up your voice mailbox message. 

Will I be able to have multiple greetings?

Yes. You will have the ability to maintain standard, busy, and out-of-office greetings, which can be activated at any time without rerecording the greeting.

I share a campus phone with others in my office. Should we use the email option to retrieve our voice messages?

No.  Anyone that currently shares a campus phone, will not have this option with Teams.  Only one email address can be assigned to each voice mail box.  All staff will automatically receive Teams Calling.  Faculty that do not currently have their own campus phone, can opt-in to Teams Calling when your unit/department are migrated.  

I have messages in my old voice mail system. Can I continue to access them after migration?

New voice mail messages will arrive in your new Teams voice mail box. Existing messages will remain in your old voice mail box until for a period of time. You will have access to your old voice mail messages systems for 30 days after your migration date.

How do I access my new voice mail service?

Your voice mail messages will be readily available with your Teams app.  On the Web, after you’ve set up your voice mail system over the phone, you can access your voice mail messages, manage your greetings, and adjust personal settings by doing this and that.  Your @csulb email will also receive copies of your voice mail messages.

  • Log into Teams
  • Select “Notification Settings”
  • Select the “Enable Simple UM Notification” and “Include WAV Attachment” boxes and ensure your E-Mail Address is correct
  • Save your changes by clicking the “OK” button

How do I access the old voice mail system?

You can access your voice messages by dialing 51234 and entering your campus extension and telephone security code.  You can also refer to your emailed voicemail messages if you are using Unified Messaging.  After migrating to the new phone service, you will retain access to your old voice mail box for a limited time, so it's recommended that you make note of your important messages before they undergo our deletion process. 

5. Use-Case Scenarios

When an employee separates from the university or transfers to a new position, does their existing number disconnect automatically? Is there an option for the department to retain the number for a new person filling the vacant position?

The number will remain for 30 days, then will automatically disconnect.  New employees will be assigned a new number as part of an automated on-boarding process that includes Teams phone number provisioning.  If it’s important to have the contact information be transferable due to turnover, then we recommend providing a call queue telephone number (even if it only goes to 1 person). Similarly, for email, DoIT suggests a shared mailbox. That way business is uninterrupted if there is turnover for both email and telephone.  If you know someone is leaving, we will very likely be able to keep the number, but will be is an exceptions based process.

Microsoft Teams apps including Teams Voice depend on the Internet. How do I make a call if the Internet is down?

In this rare scenario on campus, having Teams Voice on a mobile device will ensure phone calls can be placed or received. This is purely optional, unless otherwise arranged with your department. It's important to note that in the event of an Internet outage, telephone service on both the legacy telephone system (Mitel) and Teams Voice devices connected to campus wired/wi-fi networks will be unavailable.  It's in this rare occurrence that a mobile phone or mobile hotspot will be helpful to have as backup. If Internet service becomes unavailable, you can make and receive calls using your work phone number by using the free Teams mobile application from a cell phone device using a cellular data connection.

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Article ID: 147220
Tue 9/12/23 5:58 PM
Tue 12/5/23 3:53 PM