Finding your number:

1. Select the Calls tab.
2. Your phone number will be displayed below the keypad.

Making a call using the calls tab:

1. Select the Calls tab.
2. Use the keypad to dial the number or the keys of your keyboard.
3. Select the Call button.

Making a call using your contact list:

1. Select Calls.
2. Select Contacts.
3. Find the person you want to call.
4. Select the Call icon next to their name.

Adding people to your contact list:

1. Select Calls > Contacts > Add contact.
2. Type the name or email address of the person you want to add.
3. Select on the contact > Add.
4. Select the Phone icon to call your contact.

Make a call from the command bar:

1. Click in the Command bar at the top of the window.
2. Type /Call.
3. Press the Enter key on your keyboard.
4. Type the person’s name or email address you want to call.
5. Click the person to start the call

Placing a call from the chat tab

If you have multiple people in your conversation, this will start a conference call with all the participants. Everyone will need to accept the call on their side before you can conference with them.

1. You’ll have the calling buttons in the top right corner.
2. Select a Call option to place your call.

Placing a call from anywhere in Teams

You can place a call anywhere you interact with your contacts by using their contact card.

1. Hover over a contact's picture in a chat, team tab, etc.
2. Select to place your call.
3. Use these contact cards to start an audio call, a video call, an email, or an instant message.

US based remote workers

For emergency calling ensure your current location is correct (below the phone keypad.

Learn more:

• During a call
• Share and delegate calls 

Make or answer a call from anywhere

Select either Video call  or Audio call Calls button. Any call can be a video call or an audio-only call. It's always up to you. 

Answering a call is simple too. Just select Video call or Audio call when prompted. When someone calls you, you'll get a notification that lets you accept or decline the call.

Turn a chat into a call

With one click, you can make any chat into a call in Teams. When you're in a chat, select Video call or Audio call  in the upper-right corner of Teams. The person you are chatting with (or the people, if it's a group chat) will receive a call from you.

Make a call from your call history, speed dial, voicemail, or contacts

• Access your call history and quickly call anyone back from the list. Go to Calls and review the History section in the center of the screen. Select any item from the list and then choose Call in the Details section on the right side of Teams.
• From your speed dial, you can quickly call people that you previously saved to this list. To access your speed dial, go to Calls and then find the Speed dial section on the right side of Teams.
• From your voicemail, you can quickly call back anyone who left a message. To access your voicemail, go to History and select the Voicemail button in the upper-right corner. You can call someone back from your voicemail by selecting More actions next to their name > Call back  from the call history list, or by clicking Call under the contact details.
• To view your contacts, click Calls  > Contacts in the upper-left of Teams. From here, you can call anyone by selecting Call  to the right of their name.

Use the dial pad

If you have a calling plan enabled, you can call anyone from Teams.

To dial a number from Teams, go to Calls, then enter the number of the person you want to reach by using the dial pad located on the left. Then click Call.

You can also type the name of a person or group and call them from the dial pad.

Hover over someone's profile picture

Throughout the Teams app, you will find profile pictures of people you're connected with. (Sometimes people choose avatars or you might just see their initials.)

At any time, you can mouse over a profile picture and you will see options to make a video or an audio-only call to that person. Choose one of those options and your call will begin.

Use the command box

At the top of Teams, type "/call" in the box and then enter a name or number. When you make your selection, the call will begin automatically.

In this way, you can quickly find people or groups and make a call to them.

Note:

• if you're in a Teams call on your mobile device, the device's screen won't turn off if you don't navigate away from the call window (or if you navigate away but come back before it turns off). If you turn off your screen during a call, you'll stay connected but the device will lock. 

Place a call on hold

Select More actions in your call window and choose Hold. Everyone in the call will be notified that they've been put on hold, and you can continue your call by clicking Resume.

Transfer a call

Select More actions  > Transfer in your call controls. Then, type the name of the person you want to transfer the call to and select them. To finish, select Transfer. 

Consult then transfer

If you want to check in with someone before you transfer a call to them, select More actions  > Consult then transfer. 

Under Choose a person to consult, start typing the name of the person you want to reach and select them when they appear. You can call them, or consult with them over chat. When you're ready select Transfer.

Add a delegate

You can pick someone in Teams to be your delegate to receive and make calls on your behalf. When you add a delegate, you’re essentially sharing your phone line with them, so they can see and share all of your calls. 

To designate a delegate, select Settings and more next to your profile picture at the top of Teams and choose Settings > General. Under Delegation, select Manage delegates. There you can see who you're a delegate for, and add or remove delegates.

Share a line with a delegate

Select Settings and more next to your profile picture at the top of Teams and choose Settings > General. Under Delegation, select Manage delegates. Click Your delegates and type the person's name in the Add a delegate box.

Call back or chat

Your call history is located in the center of the calls experience and shows a list of past calls (including missed calls). 

1. Go to Calls > History.
2. From any call in the list, select More actions...  > Call back to begin a call automatically. 

You can also chat with that contact, add them to speed dial, and add them to your contacts all from the More actions menu.

Remove a call from call history

Go to Calls  > History.

Hover over the call you'd like to remove and select More actions...  > Remove from view.

Removing a call from your call history removes it from view on all your devices. Admins can still retrieve call data from removed calls.

Note: 

• Your call history is available if you have an Enterprise Voice or Business Voice license as part of your Microsoft 365 subscription.

Checking your voicemail

Your voicemail is a familiar tool for getting the most out of your calling experience in Teams. To access your voicemail:

1. Go to Calls  > History and then select Voicemail.
2. Call someone back by hovering over a voicemail and selecting Call or by selecting More actions... and choosing Call back.

When you select a voicemail, you can review and access details and other information all on the right side of Teams.

From here you can:

• Listen to your voicemails by using the playback controls at the bottom.
• Review your voicemail summaries and transcripts (if available).
• Call someone back by using the call controls under the contact details at the top.
• Customise voicemail settings (such as recording a greeting and specifying call answering rules).

Protected voicemail notification

• Users can listen to protected voicemail messages by opening the message in Outlook, Outlook on the web, or Outlook for Android or iOS.
• These messages are marked as Private in Outlook and can only be opened by the intended recipient.
• Users can reply to the voicemail but can’t forward it to someone not included in the original message.

Remember, protected voicemail ensures confidentiality and control over sensitive messages!

Add a delegate

1. Select Settings and more... next to your profile picture at the top of Teams and choose General.
2. Under Delegation, select Manage delegates.
   
   Note: if you don't see any options for delegation in your settings, it's likely because you don't have an Enterprise Voice or Business Voice license. Also note that it can take up to 24 hours for changes in licenses to take effect.
   
   
3. Click Your delegates and type the person's name in the Add a delegate box.
4. When you add a delegate, you'll see some permissions settings. In addition to enabling your new delegate to make and receive calls on your behalf, you can also let them change your call and delegate settings for you.
   
5. Your delegate will receive a notification letting them know about their new status. Your new delegate will now appear in your delegates list, and this list will be a default selection in your call forwarding and simultaneous ring options.

• Go to Settings > Calls. Under Forward my calls, you'll see My delegates as the default Forward to option.
• Go to Settings > Calls again. Under Calls ring me, you'll see My delegates as an option in the Also ring menu.

Note:

• Delegates can see when you’re on a call and who it’s with.
• Any calls made or received by you or on your behalf can be put on hold or resumed by you or your delegates.

Make and receive calls as a delegate

Once you've been added as a delegate, you can make and receive calls on someone else's behalf.

1. Go to (or start) a one-on-one chat with the person you want to call.
2. Or enter a number on the dial pad and select Call.
   

Keep in mind that any delegator (the person who assigned you as a delegate) can always see the calls you make and receive on their behalf.

Put calls on hold as a delegate

Delegates can also put calls on hold. Just select More actions... in your call window and select Hold.

Everyone in the call will be notified that they've been put on hold, and you or the person you are a delegate for can continue the call by clicking Resume. Music on hold setting in calling policy should be enabled for using shared line hold and resume. 

Change your manager's call and delegate settings

As a delegate, you can view and edit call and delegate settings on behalf of someone else. 

1. Select Settings and more...  next to your profile picture at the top of Teams and choose Settings > General.
2. Select Manage delegates under Delegation.
3. Click People you support. Here, you'll see a list of the people you're a delegate for. Hover on any name in the list and select More options... to see your choices: View permissions, Change delegates and Change call settings.
4. Choose View permissions to edit the permissions of any of your manager's delegates, Change delegates to add or remove delegates for your manager, or Change call settings to adjust their call settings for them.

Make a new call and merge it with an existing call

While you're on a call with another person (or a group call), you might decide you want to ask someone else a relevant question.

You can make another call while you're still on the first call. When the second call connects, you can merge it with your first call.

Note:

• The first call will automatically be put on hold when you make another call. Or you can go to the call controls and select More actions  > Hold to take this action before making another call.
• When the second call connects, go to the call controls and select More actions  > Call merge  .

Merge an incoming call with an existing call

While you're on a call in Teams, you might receive a call from another person (or a group call) and decide you want to merge the new call with the call you're already on.

When you accept the new call, your other call will automatically be put on hold. Then you can choose to merge the new call with your first call.

1. Go to the call controls and select More actions  > Call merge.

Note: 

• Call merge feature is not available for shared line calls made by manager and delegates.
• Call merge feature is supported on Teams Desktop client only.
• Call merge can also be used to add a user behind an IVR to a group call, make new 1-1 call to the IVR and use DTMF keypad to reach the target user, then use call merge to merge the new 1-1 call with existing 1-1 call or a group call.
• Call merge feature is not available for Teams Meetings.

For users in North America (United States and Canada) to align with Emergency Services Calling Regulations, when you are working remotely, please be sure to amend your location settings within your Microsoft Teams Calling menu before making outbound calls.

Enhanced E911 - Depending on your configuration the Microsoft Teams app could detect a change in network address when you move to a new location and prompt you to confirm.

Enable Teams to access your location 

1. Switch on Let apps access your location.
2. Switch on Let desktop apps access your location.

Add, edit, or reset your emergency location in Teams 

You can check your emergency location below the dial pad in Calls or at the bottom of the Calls section in your Teams Settings.  

Note:

• You can only edit your Emergency Location in Calls.
  On the Teams dial pad, you can add, confirm, edit, or reset your emergency location.

Note:

• Without location services you will not be able to confirm your emergency location in Teams. Every emergency location you have confirmed is saved and does not need to be reconfirmed when returning. When you move to a new physical location, the Teams emergency location will change to reflect what the location services detect. 

Read Keyboard shortcuts for Microsoft Teams article to learn more.

Teams allows you to setup your voicemail for when you are not available. There are various options available and you can set this up according to your preferences.

Setup your voicemail

1. Click Settings and more > Settings > Calls > Configure voicemail. 

Record a personal greeting

1. Click Record a greeting and follow the prompts to save, re-record or delete the message.

Call answer rules

You can choose how calls are handled when they go to voicemail.

From the drop-down menu choose a suitable answer rule:

• Let the caller record a message.
• Let the caller record a message or be transferred to someone else.
• End the call without playing your greeting.
• Play your greeting and end the call.
• Transfer the call to someone else.

Greeting language 
Select your preferred language from the drop-down menu.

Text-to-speech customised greeting

1. You can add a custom text-to-speech message for your standard voicemail as well as an Out of office greeting.
2. Type a message in the relevant field.
3. For the Out of office greeting you can choose when the greeting should play.

Learn more

• Making a call >
• During a call >

In Teams you can create a Call group to allow up to 25 members to answer your work calls when you are not available. 

Create a Call group:

1. Click Settings and more > Settings > Calls

You can choose to create a Call group under Call answering rules within:

Calls ring me

• Also ring.
• If unanswered.

Forward my calls

• Forward to.

Create a Call group

• From the menu under Also ring, If unanswered or Forward to choose Call group.

Note:

The group will be applied to the Call answering rule chosen.

1. Click on the drop-down menu on select Call group.
2. Add people to your Call group: search for a user and click on the contact to add them.
3. Set your ring order to either All at the same time or In the order above and click Save.

Set up complete 

Your call group is now set up and can be applied to a Call answering rule. To check if you are a member of a call group, click on the menu option below your keypad.

Learn more

• Making a call >
• During a call>

Choose how you want Teams to handle your incoming calls according to your preferences. These settings will be applied to calls made to your direct/assigned number. 

Setup call answering rules

1. Click Settings and more (next to your profile picture) > Settings > Calls. 

Calls ring me

1. Also ring
   Sets up simultaneous ring for your incoming calls:
   •  New number or contact – enter a phone number or an internal contact.
   •  No one else – calls will only ring on your logged in devices.
   •  Call group – calls will be directed to a group you created. 
   •  
2. If unanswered 
   Redirects or terminates the call according to your chosen setting:
   • Voicemail – calls are sent to your voicemail.
   • New number or contact – enter a phone number or an internal contact.
   • Do nothing – call terminates when the ring timer is reached.
   • Call group – calls will be directed to a group you created.

Forward my calls

This allows you to forward calls when you are not available:

•  Voicemail – calls are sent to your voicemail.
•  New number or contact – enter a phone number or an internal contact.
•  Call group – calls will be directed to a group you created.

Note:

• if you have the mobile app installed, you can still make and receive calls on your assigned number on Teams when you are away from your computer.

Learn more

• Making a call >
• Create a Call group >

If you require training sessions dedicated to your organisation, we have the following sessions that can be purchased. Enquire now and one of our User Adoption Specialists will be in touch with full details

If you require training sessions dedicated to your organisation, we have the following sessions that can be purchased. Enquire now and one of our User Adoption Specialists will be in touch with full details