Call Handling Inside TEAMS

BASIC CALL HANDLING

Watch the video

Answering a call

Click the purple Answer button on the Teams window
Clicking anywhere on the window (outside of the buttons) will also answer the call

Placing an outside call

Click Calls on the left menu and use the dial pad to dial your outside number
–OR–
Select the person in your contacts and click the phone number you want to call

Placing an extension (internal) call

Click Calls on the left menu and use the dial pad to dial the extension
–OR–
Find them in contacts on the right side of the screen
–OR–
Use the icons next to someone’s name in Chat to video call, audio call or screen share

Placing a call on hold

While a call is active, click the ••• button and select Hold

Muting a call

While a call is active, click the Mute button
To unmute, click the button a second time

Transferring a call

While a call is active, click the ••• button
You can choose between Transfer (sends the call directly) or Consult then Transfer (allows you to verify before transferring the call)


TRANSFER

1. Type in an external phone number and click Transfer to send the call
2. Find an internal contact by typing their name and click Transfer to send the call
3. Find an internal contact and send the call directly to voicemail by clicking the down arrow to the right of the Transfer button and selecting Work voicemail

CONSULT THEN TRANSFER

1. Type in an external phone number or an internal person’s name
2. Click Consult

Initiating a multi-party conference call

1. While a call is active, click the Participants icon
2. Type an external number or search for an existing contact to be conferenced into the call
3. You can mute and hang up each participant individually

Merging a call

This is where you have an active call, another call comes in and you want to merge the two calls. 

1. Answer the incoming call. This will automatically put the first call on hold.

2. Click ••• in the new call and select Merge Calls.

3. Select the call you want to merge.

BASIC FEATURES

Call forwarding

There are two ways to handle call forwarding:

CHANGE YOUR SETTINGS

1. Click your image in the upper right corner
2. Choose Settings
3. Click Calls on the left menu
4. Choose the Forward my calls radio button and select Voicemail, New number or contact, or Call Group

FROM YOUR PHONE

1. Dial *72
2. Input the number you want your phone to forward to. Call forwarding is now on
3. To temporarily turn call forwarding off, dial #74; to reactivate call forwarding with the same number, dial #74 again
4. *73 will deactivate call forwarding and clear the forwarding number from the system

Ring 2 phones at once

If you want your phone and another phone (e.g. backup or assistant) to both ring on incoming calls, you would set up a call answering rule.

1. Click your image in the upper right corner
2. Choose Settings
3. Click Calls on the left menu
4. Choose the Calls ring me radio button
5. Also ring > New number or contact. Type in the number or contact name.

NOTE: incoming calls will display who the forwarded call is coming from.

DND (do not disturb)

1. Change your status by clicking your image in the upper right corner
2. Select Available and choose from Available, Busy, Do not disturb, be right back, appear away and Reset status

Call history

1. Click Calls on the left menu
2. Select History from the menu

Setting up Teams Voicemail

1. Hover your mouse over your picture in the top right corner and select Manage Account from the menu

2. Then select Calls

3. Click the Configure Voicemail button

4. Click Record a greeting. You will receive a call to record your voicemail greeting. Select option 2 to record a new greeting.

For more Microsoft Teams feature training, watch their videos here .