Phone system to Microsoft Teams migration process v2

Phone number

Please determine whether the office phone number can be changed from its current number or must remain unchanged.

• If the number may be changed, the Teams migration can be undergone more quickly, as this only requires a new Teams account setup to acquire a new number.
  
  
• If the number cannot be changed, the Teams migration depends on cooperation with the phone provider.
  1. Forwarding: Reach out to your current phone provider to ensure they can forward your existing number
  2. Teams account setup: After forwarding is verified, we will follow the process below to create your office Teams account.
  3. Porting: The phone provider will make the phone number available for porting; this transitions "ownership" of the phone number to the Teams account
     
     
• Priority will be given to requests that do not require porting. In our experience, porting the office phone number can take upwards of a year. The process is quite involved, requiring campus leadership approval, and varies from office to office depending on the telephone service provider of that office. 

Disclaimer regarding E911

Due to the nature of the Teams phone system, there will be disadvantages to 911 services. The telephone service does not automatically provide your physical location when you place a call. If your location can be discovered through your device, a call placed to 911 through the Internet will be directed to the Public Safety Answer Point (PSAP), which will connect you with a 911 operator for immediate assistance. If your location cannot be discovered through your device, your call will be directed to the Emergency Call Relay Center (ECRC), a national answering service where you will have to provide your location. Being routed to the ECRC may lead to a delay in receiving emergency assistance.

This is the same disclaimer that employees currently sign when using their Teams phone number.

Headsets

As a departure from traditional phone handsets, staff will be using headsets with the Teams app to send and receive phone calls. While Teams handsets exist, they are generally unreliable and it is preferable to avoid using them, especially for troubleshooting.

1. Ensure staff have suitable headsets
   • The headsets should be Teams-compatible and physically comfortable for long-term use. 
   • For special circumstances, please detail when using a handset is unavoidable.
     
     
2. Current recommendations:
   • Dell Wired Headset WH3024
   • Dell Wireless Headset WL3024
   • Dell Speakerphone SP3022

Common-Area Phone

Although we stress the importance of using headsets as the primary equipment for phone calls, we understand that there are situations where a traditional handset phone is required. Due to the significant requirements to make these work, these requests will be handled on a one-by-one basis.

Please discuss with the office and answer the following questions as thoroughly as possible:

Call routing

1. Who should receive incoming calls?
   • Please provide a person or a list of people, including their netIDs. These are the people who will have their phone ring when an outside call comes in.
   • This may include users in other unit offices.
   • Users can opt out of receiving calls through Teams settings until they need to receive them.
   • Extension IT must be notified of any new employees whom the units want to be added to the call queue.
   • Extension IT must be notified of any exiting employees for removal from the call queue.

Teams Phone Licenses for Employees and Eligibility

1. A5 Microsoft 365 license
   • This will need to be purchased annually for the service account that is tied to the Extension office's phone number. 
   • This license includes Teams Phone number eligibility and is standard for most full-time Extension employees, excluding the list below.
   • This license is not currently standard for Community Workers, Extra Help, student workers, interns, and a few other special scenarios. Extension IT can provide you with information regarding whether or not an employee has an A5 license.
     
     
2. Teams Phone license special purchase
   • For employees who do not qualify for an A5 Microsoft 365, the unit can purchase an annual subscription from the Webstore.
   • Annual subscriptions do not automatically renew and are the responsibility of the unit to manage.
   • Annual subscriptions are not transferable between employees.

Faxing

1. Will your office require fax ability?
   • If your office requires the ability to fax, there are digital alternatives like Rightfax (RightFax knowledgebase article)
   • Traditional fax machines require a standard telephone service and will not work on Teams phone systems. Traditional fax machines should be avoided unless absolutely necessary. 

Automated messages

1. What kind of automated messages will the office be setting up?
   • Teams phone systems will follow the holiday schedule of the university.
   • Please compose a message for each category as needed:
     • During business hours
     • After-hours
     • Holiday messages

Once the above information is acquired, the Extension IT team will work with the office and Technology Services to setup the accounts needed. After the Teams accounts are created, a number will be added to the line. We will ask you test the new setup to ensure everything is functioning correctly.