Teams: Call Answering Rules and Voicemail
Setting up Call Forwarding Rules in Teams after Cut-over
This Technology Services article Teams, Call Transfers, Forwards, Redirects and Delegation provides links to Microsoft instructions on each of the features described above.
Vet Med Specific Instructions
- Do not use default call answering settings: The default Teams Calls settings are not acceptable for most users (Figure 2). VTH and VDL call desks will not be able to transfer calls directly to voicemail. It may also impact you ability to receive voicemails and calls.
- Recommended: Most users should setup their Call Answering Rules so that "If unanswered" go to "Voicemail" (Figure 1)
- Voicemail: If Voicemail was configured on you Skype account voicemail will be automatically configured on your Teams account. Otherwise set it up in the Call Settings as well. If you don't select unanswered calls to go to voicemail however, you may not receive voicemails.
- Also Ring and Forwarding: Those with Also Ring and Forward My Calls, your screen will look different from Figure 1. If you have Also Ring, you should also have Voicemail selected if Unanswered. If Forward My Calls is selected, this situation does not apply.
- Other Tips:
- Simultaneous Ring (Skype) is now equivalent to Also Ring (Teams)
- Simultaneous Ring to multiple individuals a Team (Skype) should be done with an Also Ring to a Call Group (Teams) instead of via Delegates. Delegates work differently in Teams.
Recommended Call Answer Rule (Most Individuals)
- In Teams, select the three dots next to your profile picture (Figure 3)
- Select Settings
- Select Calls
- Select Calls ring me
- Select If Unanswered Voicemail
- Select Ring for this many seconds before redirecting: 20 seconds (default)
Figure 1: Recommend Call Answering Settings
Figure 2: Default Call Answering Settings (Not Recommended)
Figure 3: Access Call Settings in Teams
What this looked like in Skype before Cut-over
Check if you have Skype Call Forwarding
To check if you have call forwarding rules setup on your personal or service's Skype account:
- Click on the Gear icon in Skype
- Select Call Forwarding
- If Turn off call forwarding is selected, then no Call Forwarding Rules are being used on the account. Otherwise, you should record the call forward rules you have setup.
What to Document (Before Cut-over)
Skype allows you to forward calls to voicemail, another phone number, or to Delegates. Simultaneously ring allows the line to still ring, but will simultaneously ring another phone, delegates or an entire call-group (group of people who's phones will all ring at the same time.) Teams also supports these features, so document any settings you have so they can be entered into Teams.
Skype call forwarding rules will not auto migrate into Teams, they cannot be setup in Teams before cut-over, and you will not have access to Skype after cut-over, so it's important to document this information before cut-over to Teams. It's recommended that you record:
- All current call forwarding settings
- Any numbers listed in your Forward or Simultaneous drop downs
- The names of any delegate members
- The members of any team-call groups configured on the account
- Note: A screen shot like below is a great start, but you will have to click into team-call group, delegate members and drop downs to get all the info.