UC FAQ

• What to expect after migration?
  • Once your number has been migrated, you will be able to make and receive conventional telephone calls with your university phone number on any computer or mobile device through Microsoft Teams Calls (AT&T Direct Routing).
  • There will no longer be a physical phone associated with your university number.
  • Teams will include additional features, including a virtual dial pad. 
  • The (AT&T) Direct Routing feature will work on all versions of the Teams app (desktop, laptop, tablet, and smartphone). In addition, most features will also be available on the web browser version of Teams.
• Why can't I see the dial pad after being migrated?

  If you do not see a dial pad after migration, sign out of Teams and restart the application to allow changes to sync fully. If the issue persists, please submit a ticket to report the problem.

• Is caller ID available in Teams?

  Yes, this is a built-in feature.

• Can calls be transferred in Teams? 

  Yes. Teams will allow you to transfer calls whether they originate from a landline, a cell phone, or within Teams.

• Will five-digit dialing work in Teams?

  Yes, five-digit dialing is still available. The (AT&T) Direct Routing feature in Teams is configured to identify this dialing pattern and route accordingly.  Please note that when a 577 number is not yet part of (AT&T) Direct Routing, the 5-digit entry will translate and display the 10-digit equivalent in a dropdown to select and dial externally. Please refer to the table below for more details. 

  Source phone number	Destination phone number	Five-digit dialing
  VoIP Telephone/Mitel Clearspan Communicator	Microsoft Teams (AT&T) Direct Routing	FALSE
  VoIP Telephone/Mitel Clearspan Communicator	VoIP Telephone/ Mitel Clearspan Communicator	TRUE
  Microsoft Teams (AT&T) Direct Routing	Microsoft Teams (AT&T) Direct Routing	TRUE
  Microsoft Teams (AT&T) Direct Routing	VoIP Telephone/ Mitel Clearspan Communicator	TRUE

  NOTE: 5-digit dialing will no longer work on Mitel VoIP phones to reach users who have been migrated to Teams and will result in an error message indicating that the line is out of service when it is not. Since migrated numbers are no longer on Mitel's system and are now considered external calls, Mitel users must dial 9+1 first and then the full 10-digit number (e.g., 9+1+313-577-XXXX) to reach Teams users.

• How will shared department lines work?

  There are several options for shared department lines. Choosing the appropriate option depends on the department's call routing needs. The following options are available: 

  1. Auto Attendant (press 1, 2, 3, etc.)
  2. Call Queue (users in a group that will answer calls)
  3. Delegates (users who are assigned to answer calls)

  Visit our UC Resources page to learn more about these features.

• Will I be able to make international calls?

  International calls are not enabled by default on Teams. International calls are billable to your department, so users will need to request that their line be enabled for international calls. Please note that calls to Windsor, Canada, are international.

• Is dialing "9" still needed for external calls?

  External calls can now be made with Teams without dialing the prefix 9. Conversely, it is also not prohibited. If a user were to dial "9" out of habit, Teams simply disregards this and continues with placing the call.

• Will I be able to answer a second incoming call in Teams? 

  Yes. Your current call will automatically be put on hold as soon as you accept the incoming call.

• How will I be notified if I am receiving a call while my computer is locked?

  If you receive a call while your computer is locked, you can enable a secondary ringer that allows Teams to signal an inbound call on multiple devices. You can set up two sound output devices (such as your PC speaker and headphones) to ring for incoming calls. The secondary ringer can be set by navigating to the Devices section of Teams settings and selecting a device option from the drop-down menu.

• Is there a spam call detection feature in Teams?

  Yes, Microsoft Teams will notify users of incoming spam calls. In addition, users can block robo/spam calls from their call history

• Will I be able to make or receive calls through my mobile device without using my personal phone number?

  Using the Teams app on your smartphone won't reveal your personal cell phone number to callers since your WSU phone number is associated with Microsoft Teams.

• I use my office phone number for DUO and MFA authentications. Will I still receive calls through Teams for verification?

   Yes, you will still receive telephone-based verification calls.

• What do I do if I still need a physical phone?

  All employees will have phone lines transitioned to Teams and can use them with a computer, no separate device is needed. Headsets are available and can be requested at tech.wayne.edu/forms Physical phones and/or Microsoft Teams compatible devices are available on a limited basis. Departments will be expected to fund the purchase of phones, including paying a monthly surcharge to maintain a physical phone device. 

• Will training be provided?

  Training materials are available, and the C&IT networking team will be on-location during the transition to ensure employees are confident in their knowledge and use. Users will be notified directly before major changes and C&IT is working with department liaisons to ensure all impacted employees are knowledgeable and comfortable with changes to their workflow. 

• Can I make emergency calls in Microsoft Teams?

  Although Teams can be used to make 911 calls, it is highly recommended that you call WSU Police at 7-2222 if you need assistance while on campus. In case you need to call 911 while working remotely, it is recommended that you use a device that can provide location information, such as a cell phone. 

• What is E911?

  Enhanced 911 is the State of Michigan and FCC regulation that protects users in an emergency and allows first responders to find the exact location of a user when they call 911.

• Will my voicemail greetings transfer with my line?

  Personal greetings and individual user settings will not be transferred. Please refer to this article to learn how to customize voicemail settings.

• Will my saved voicemails transfer to Teams?

  Saved voicemails on phones will not transfer to Teams.

• Will I receive voicemail messages in my inbox after migrating to Teams?

  Yes, you will automatically receive an email with an attached audio file as well as a speech-to-text transcription.

• If the internet is down, will I still be able to make/receive phone calls?

  A connection to the internet is required to use Teams. To ensure a reliable connection, users should connect their desktops and laptops via ethernet rather than wirelessly. In the event of an internet outage, you can use Teams on your smartphone via cell service to make and receive calls.

• How can I stop receiving Teams notifications on my smartphone while using the application on my computer?

  The Microsoft Teams mobile app provides options to control which notifications you receive and how often. To stop receiving notifications on your smartphone, head to Settings on the Teams mobile app, then to notifications. Under the Block notification section, enable "When active on Desktop."

• Will there be changes to university call centers?

  There are no current plans to change university call centers.

• Can I use Zoom instead of Teams?

  You can continue to use Zoom for meetings, but chat and audio will only be supported in Teams.

• Can I still use Clearspan Mobile or Desktop?

  No, Clearspan will no longer be available for phone lines migrated to Teams.

• I have a question about Teams calling that is not answered here. Who can I contact?

  For further questions, please contact the C&IT Helpdesk at 313-577-4357. Please visit our forms page to submit any service requests.