Summary
This article will go over the basics of Teams call functions within the Teams desktop application. If you would like additional information about this, please refer to this Microsoft Teams article.
Below is a link to a Panopto directory of videos that covers the information below, as well as how to navigate ACD calls in Teams. Feel free to utilize this if you need extra clarification on anything. Make sure to use your NetID credentials when it prompts you to log in.
Link to training
Calls
The Calls option allows you to create speed dials, contacts, view call history and voicemail.
Voicemail
You may listen to voicemail in your Teams app.
Record Voicemail Greeting
To record your greeting:
- Settings
- Calls
- Manage Voicemail
Making Calls
Internal Calls
- You can use your Teams app to place internal calls
- An internal call is similar to a meeting
- Similar features: Video, sharing, chat
- A call is only between one person, while a meeting is with multiple people
External Calls
- An external call has many of the same features of an internal call. Simply no video or sharing.
Call Handling
Hold
- Press Hold to place caller on hold
- Press Resume to pick up the call
Transfer
- Select Transfer
- Enter a name or number in the in the transfer box
- Select which contact number to transfer to and press Transfer
Consult Transfer
This allows you to announce a call before choosing to transfer, either by chat or call.
- Choose a recipient to consult with
- Select Consult Transfer
- Enter the name or number to consult with
- Select Chat or the drop down for the number to call.
- Select transfer after announcing
Park
Parking a call will assign a park code.
- Select Park on the main calls screen
- Enter the code to retrieve the live call
This must be set up by an administrator!
Need Additional Help?
This link will take you to our Frequently Asked Questions document.
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