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Teams Telephony project
We are expanding the capabilities of Microsoft Teams with Teams Telephony. This will enable you to make and receive telephone calls from your University phone number via the Teams app on your device, wherever you are working.
Teams Telephony is being rolled out across the University in March and April 2023. The rollout is being done in consultation with the various Schools and Directorates. You will receive further details confirming the exact timings.
How does this affect me?
Staff telephone extension numbers are being moved over to the MS Teams platform. Once your extension has been moved over, you will use Teams to make and receive all your telephone calls.
Teams Telephony uses the standard Teams desktop app and is very simple to use. Phone calls work in the same way as a Teams-to-Teams call. You can enter a telephone number using the on-screen keypad or copy and paste the number into the dial field.
You will be able to make and receive calls from any web-connected device, including desktop PCs, laptops, mobiles, and tablets. You can use Teams for all internal and external calls, including local, national, international, and mobile phone numbers. Teams Telephony includes voicemail and options for forwarding calls.
See the Toolkit guide for further information about using Teams Telephony.
Your existing telephone number will remain the same.
In this section:
- What is the objective of the project?
This project will roll out MS Teams as the standard platform for UoA telephone infrastructure, supporting the hybrid-working model. A pilot was run in in 2019 and 400 lines were moved to Teams Telephony. Today we have over 800 staff members using Teams Telephony, and this project will make Teams Telephony available to staff across the whole University.
- When will staff be moved over to Teams Telephony?
The project will be moving individual users onto Teams Telephony from late March - April 2023. You will receive further details to confirm when your individual number will be transferred.
Shared phones are being reviewed separately in consultation with administrative staff in schools and directorates. There will be further communication with any staff affected by changes to shared phones.
- Will users be moved to Teams Telephony automatically?
The Project Team will be in contact shortly with a schedule to move to Teams Telephony. The moving process will be handled centrally in consultation with your school or directorate. You do not need to take any action personally to transfer your number over to Teams.
- Will we need new numbers to use Teams Telephony?
If you currently have your own individual University extension number, this will remain the same.
If you were previously using a shared phone and now need an individual number, you will receive one as part of the rollout which begins in April.
- What happens to my current desk phone?
When Teams Telephony has been enabled for you, your existing desktop handset will become redundant and will be removed. You can use the microphone and speakers on your laptop or PC, or request a headset if you don’t already have one.
The project team will arrange to disconnect and remove desk phones after all the moves to Teams Telephony have been completed. In the meantime, please leave the phone connected and on your desk.
- Can students/post-grads/project account holders use Teams Telephony or is it only for staff?
Only staff currently have the required licencing for Teams Telephony. If there is a business requirement to have Teams Telephony this can be requested via the School Administration Manager.
- Is the cost and charging for Teams Telephony different to how we are currently billed?
Teams Telephony will be charged in the same way as you are currently billed until July 2023. The costs are the same. From August 2023 telephony charges will become a central charge with budget transfer from schools/directorates.
- Will Teams Telephony be enabled for all new starters?
Yes. If a new starter needs to be able to make and receive telephone calls, Teams Telephony will be enabled for them.
- Will the Mitel system be retained for uses such as shared non-person and critical phones?
Yes. Remaining phones, including certain shared office and reception phones, non-person phones such as those in lifts and laboratories, and critical and analogue lines will remain on the Mitel system for the time being.
- What about staff who don't use Teams due to their role, e.g. security staff, porters, catering staff, cleaners etc.?
The project team is currently looking into these scenarios to determine the best approach. This will be part of phase 2 of the Teams Telephony project which will begin in May 2023.
- Will I need a headset to make and receive telephone calls?
You can use the headset you already use for Teams, or your device’s speakers and microphone, to make and receive telephone calls.
If you need a headset and don't already have one, you can submit a request for a Teams-compatible headset through the IT Service Desk.
- Can I get a desk phone to use for Teams Telephony calls?
We will be removing all desk phones for individuals unless there are exceptional circumstances or specific business requirements which make a desk phone essential. If you need to discuss a specific requirement, please contact the project team: email@example.com.
- My device is slow; can I have a new one if I need to use it for phone calls too now?
If you have an existing issue with your device, then you can contact our IT Service Desk.
New desktop or laptop equipment is not being provided as part of the project. Most existing equipment should be capable of supporting voice calls.
- Can I use my work or personal mobile device to make and receive calls?
Yes. If you have a mobile phone or tablet, you can download the Teams mobile app. You can use this for internal Teams calls, as well as directly making or receiving external calls using your university phone number.
This can be done with a University-issued or a personal device. However, we respect your privacy, and there is no expectation that you use personal devices for work calls. If you do use the Teams app on your personal mobile, you can make and receive external calls without having to use your personal number.
There is no need to forward the calls to your mobile number, although forwarding Teams calls to a work or personal mobile number would remove the issue of using up mobile data if you are not connected to Wi-Fi. However, this could incur call charges.
- Can I have a new mobile phone to use for Teams calls?
If you have an existing university mobile phone, you will be able to download the Teams mobile app for both internal calls and external calls to and from your university phone number.
You may also download this to your personal device, if you wish.
We will not be providing any mobile phones with the rollout of Teams Telephony.
- Is there a maximum number of devices that I can be signed into Teams on at once?
You can be signed into a maximum of five devices at once.
- Will my desktop and mobile app ring when someone is calling?
Yes. This is the default setting. You can set up the mobile app to either ring or not ring when you are active on the desktop application. In the mobile app go to Settings > Notifications. From here you can block notifications during quiet time, when you're active on the desktop or in meetings.
- Can I turn off the call feature on my mobile?
Yes. Calls to your mobile device can be turned on or off by opening the app. Go to Notifications > General activity and toggle calls on or off as desired.
- Where can I get help or training on making external calls using Teams?
There are online guides on Toolkit. The system is very user-friendly: if you’re already using Teams, it shouldn’t be a big leap.
- How does voicemail work on Teams?
Teams Telephony includes voicemail. You will receive an email notification whenever a caller leaves you a voicemail message. This email will include a transcript of the message if the audio quality was good enough.
To configure your voicemail settings in Teams, you can click your profile picture and select Manage account > Calls. In the Voicemail section, click Configure voicemail. This video on how to set up voicemail explains the process.
Note: Voicemail uses Microsoft Unified Messaging which was the University’s voicemail solution prior to 2019, so you may find your old voicemail greeting is still there.
- How can I hear my Teams Telephony ringing?
You will not have to wear a headset all day to be able to hear an incoming call, or to use Teams Telephony. Teams allows you to choose a ‘secondary ringer’ so that you can hear the ringtone via your computer speakers.
Select your Teams profile picture and then Settings. Next, select Devices and find Secondary Ringer in the options. Click the dropdown arrow then select Speakers to let the call ring on both your headset and your computer speakers.
- What numbers can I call?
Your existing call settings profile will automatically transfer over to your MS Teams profile, i.e. ability and permissions to make local calls, calls to mobiles, international calls etc. Premium call numbers will not be supported, e.g. directory enquiries, competition lines etc.
Please note, unless you are calling the emergency services 999 or 112, you do not need to prefix numbers with a 9. Just enter the number as you would dial it or in E164 format, e.g. 01224 xxxxxx or 441224xxxxxx.
To call the Switchboard Operators at the University Office Reception Desk, please dial 2000.
- How do I transfer a call?
Please see these instructions explaining how to transfer a call on desktop or mobile.
- Do I need to have the Teams application open to allow me receive calls?
No. The application will run in the background as long as you are signed into Office 365: you do not need to have the MS Teams application open.
On mobiles, the app is automatically set up to run MS Teams in the background.
- What happens if someone phones me while I'm in a Teams meeting?
You will receive a pop-up notification giving you options to:
- Answer the call. This will put you ‘on hold’ in the meeting while you take the call.
- Decline the call. This will put the caller through to voicemail.
- Can I still receive calls when my computer is locked?
Yes. Press the ‘answer' button on your headset, if it has one.
- What happens to incoming calls if my laptop is switched off, crashes, or reboots for a Windows update?
Calls will go to voicemail during this period, unless you also have Teams installed on another device such as a mobile phone, in which case it would ring on that device.
- Can I make Teams Telephony calls when in another country?
Yes. Calls made from abroad will be treated as a call originating from University of Aberdeen, i.e. calling a local number relative to UoA will be treated as local number. A call to a local number in the country you are in will be treated as an international call from Aberdeen.
- I sometimes lone work and a phone is essential for safety. Will I still get a phone?
You can call University Security Control, extension 3939, from any Teams-Telephony-enabled account on any Teams device.
- How will emergency calling work? Will a 999 handler get correct location information?
To call a three-digit number from Teams Telephony you must prefix it with 9. For Emergency Services you must dial 9999 or 9112. The call handler will see the location as ‘University of Aberdeen Regent Walk Aberdeen’ as that is where the call is generated.
- Can I see my call history and block nuisance calls?
Yes. Teams will store and display your call history by default. You can block external nuisance calls from the call history menu.
- If I use Teams Telephony on my personal mobile, will people be able to see my personal mobile number?
No. If you are logged in to your University Teams account you can make and receive calls from your University number through the Teams app. Calls will show as coming from your University number. Your personal number will not be shared.
- Is it possible to conceal my number on outgoing calls?
If you are part of a call queue or hunt group, you can choose, on a call-by-call basis, to display either your personal university number or the call queue/hunt group number.
- Can I use multi-factor authentication (MFA) with Teams Telephony?
It is strongly advised against using Teams Telephony for multi-factor authentication. You may find yourself logged out of your account on all devices and not able to verify using MFA because you can't log into Teams to receive the call.
- What happens if there is a power outage on campus?
Teams Telephony can be used via your mobile phone if there is a power outage. You can switch to your work or personal mobile which will continue to work, providing you have mobile coverage and a data package.
- Can we enable multiple people to answer our shared number, including people working from home?
A single point of contact, such as an enquiries line, reception, support team or hunt group is best served in Teams Telephony by setting up a call queue. This can be set up so calls either ring simultaneously to all team members, or to each member in turn according to their Teams presence. Anyone opted into the call queue will be able to handle calls wherever they are located.
- If I am part of two call queues and someone calls me, how can I tell which queue they've called?
The Teams "incoming call" notification will tell you which call queue an incoming call is for.
- How do I pick up my colleagues' calls?
Your colleague must have placed you in their ‘Call Group’. Please inform your colleague to follow these call forwarding instructions from Microsoft.
- If a colleague cannot edit their own call forwarding settings (e.g., they're ill), can anyone else do it for them?
There is no option for another user to change the call settings. However, in an emergency this can be done by submitting a request to the IT Service Desk.
- I am an assistant to several executives. Can that setup be maintained in Teams Telephony?
Yes. You can set up call delegation.
- I wear a hearing accessory – how will this integrate with Teams?
Many hearing accessories are Bluetooth enabled. If the standard headset does not meet your needs due to a hearing impairment, please contact IT Service Desk to discuss alternative headset options.
- How do I set the contrast mode?
Teams has a high-contrast mode which gives an 'inverted' display. This can be useful for:
- Those with limited colour visibility or photosensitivity issues
- Working in low-light settings
- Using a computer for long periods of time.
To turn on high-contrast mode, click your profile image in the top-right hand corner of Teams, click Settings then General. Under the Theme section, you can enable High contrast.
- How do I turn on live captions in Microsoft Teams?
During your Microsoft Teams call, click the three dots option menu in the bar at the bottom of your screen. Click Turn on live captions. There is a slight delay of around 10 seconds before the captions appear.
This section provides guidance on corporate devices provided by the University, and personal mobile devices.
- Corporate mobile devices
Corporate mobile devices
Corporate mobile devices and services must be purchased through IT Services. The service is provided to the University by Daisy Group Plc who use Vodafone as the network carrier. In addition to providing free calls between all University mobile and landline telephones, we have purchased monthly bundles of calls, texts and data for use in the UK and abroad designed to allow users to communicate effectively with the Business even when travelling. Connection to the service is charged at a fixed monthly cost in arrears at the rates shown on the current tariffs information sheet.
The cost of the telephone/device is not included in the monthly charge and these can be purchased at any time during the contract period at the prevailing discounted cost. A list of devices and prices is available on request.
If you need to use your mobile device abroad, please refer to our guide to Travelling abroad with mobile devices before you travel.
Users MUST notify IT Services as soon as is practically possible of any lost or stolen devices so appropriate actions can be taken to prevent any possible fraudulent activity or data security breaches. Please also advise IT Services of any transfer of devices between colleagues.
- Connection to the mobile provider’s network, currently Vodafone
- 4G data connection - see Vodafone UK-coverage-map
- A selection of basic telephones for calls and text only
- SIM only connections for diallers and iPads/Tablets
- A range of Windows, Android or iOS smartphones from the models offered by the current provider
- USB dongles/data cards for laptops
- Configuration of University supplied devices for wireless network connection, email, calendaring and contacts access via Microsoft Exchange - see our Wireless Guides
- Arranging for device repairs, upgrades and replacements
- Managing billing, ensuring call charges are attributed to the appropriate ledger code
- Smart devices are enrolled in our Mobile Device Management systems for security and legislative reasons
Insurance cover for lost, stolen or damaged mobile devices is not included in the current tariffs.
Please see Corporate Mobile Devices FAQ in Toolkit for more information.
To request a new connection, new device, change or cancellation, or to report a lost, stolen or faulty mobile device please contact the IT Service Desk:
- MyIT Portal: https://myit.abdn.ac.uk/
- Email: firstname.lastname@example.org
- Personal mobile phones
Personal mobile phones
Note: The University will not reimburse you for hiring, leasing or purchasing such equipment of your own.
Costs for occasional ‘work’ calls (but not line rental or equipment costs) made on personal mobile devices may be claimed back on expenses (these must be supported by an itemised bill, with the relevant calls highlighted); however, overuse of this facility will be deemed as a deliberate attempt to circumvent the above requirements. See the Mobile Telephones Section of the University Expenses and Benefits Policy.
Privately owned devices and MS Exchange
You can use privately owned iPhones, Androids, and Windows Mobiles to connect to Microsoft Exchange for Outlook email, calendaring and contacts. See our Wireless fact sheets for guidance on configuring your device.
IT Services provides a managed fixed telephony service enabling internal and external communications which is available to all staff.
Please note: The information in this section relates to legacy Mitel handsets. For information about devices for Teams Telephony calls, please see the Teams Telephony section.
- Extension numbers
- Each telephone has a dedicated four-digit extension number and can be called directly from outside the University.
Extension numbers starting with 2, 3 & 4 (predominantly at Old Aberdeen, Marishal and The National Decommissioning Centre) are prefixed with +44 (0)122427 for incoming external calls.
- Extension numbers starting with 7 or 8 (predominantly at Foresterhill and ASV) are prefixed with +44(0)122443.
- All four-digit extension numbers in all ranges can be dialled internally from each other directly without any prefix.
- A small number of University staff in some buildings at Foresterhill have an NHS provided five-digit telephone extension starting with a 5 and prefixed +44 (0)12245 for external calls.
- All extensions come with dialling access to local, national, and mobile numbers but can be adjusted on request from a Departmental Administrator to allow calls to international numbers.
- All extensions are barred from dialling premium rate numbers but are allowed access to Emergency Services (9999 and 9112).
- Each telephone has a dedicated four-digit extension number and can be called directly from outside the University.
Voicemail for fixed telephones is part of the Mitel telephone system. It is available on all University four-digit telephone extension numbers, and we can make adjustments for shared telephone extensions and for anyone who has more than one telephone extension.
Note: Voicemail is not automatically enabled but is available on request via the IT Service Desk – https://myit.abdn.ac.uk, or email@example.com.
Setting up voicemail
After we have created your voice mailbox you will receive confirmation including a default passcode and instructions on how to personalise your mailbox.
You must follow the instructions in the Voicemail First time set up guide and complete ALL three set up steps otherwise callers will hear an anonymous generic greeting and may not be confident that they’ve reached you.
Voicemail user guides
- Forwarding calls
When your voice mailbox is created, callers are automatically diverted to voicemail by default, either when you’re on another call or if you don’t answer within six rings. However, you can switch diverts off and on by changing the divert options on your office phone.
- Receiving and listening to messages
When a caller leaves a message, you will receive an email notification with the voice message attached. If you share a phone, you may have a flashing lamp on your phone instead.
- Access voicemail and passcode reset
You can access your mailbox to listen to messages or reset your passcode from any phone.
- Changing your greeting and name
Change the greeting your callers will hear.
- Forwarding calls
The University Main Switchboard Operator service:
- Handles all incoming calls to the main University telephone number during normal business hours.
- Verifies and updates University telephone directories.
To find an internal extension number, please contact the University switchboard by dialling 0 from your desk phone, or +44 (0) 1224 272000 from off campus. Alternatively, search Outlook's Address Book or the University Staff Directory.
For external directory enquiries, please search www.thephonebook.bt.com.
- The standard Mitel display telephone handset has hands-free speech which allows you to conduct a two-way hands-free conversation at your desk or in a small meeting room with one or up to 7 external parties.
- A range of audio-conferencing equipment is available for larger groups; please contact Media Services for further information.
- If you need to host conference calls, with external parties dialling in from a telephone, your Skype for Business account can be enabled for Microsoft Audio Conferencing dial-in access.
- Further help
For fault reports, queries, or to request telephone moves or other changes, please contact the Service Desk.
If you or your team are planning to move office, whether to a different room in the same building or to a different building altogether, don’t forget that your PC and phone extension will be moving with you and that both will need to be reconnected to the University network from your new location.
Here’s how you can help us make sure your move goes as smoothly as possible and with minimum disruption to your work.
PC/Phone Move Request process
- Complete our online PC/Phone Move Request Form - you will be prompted to login using your University username and password.
- Complete the form fields as appropriate, making sure you provide all the requested information.
- Submitting the completed form will automatically log a call with the IT Service Desk.
- You will receive an automated response, including a unique call reference number, summarising your request.
Based on the information you provide, we will contact you to confirm the move date and make sure you are reconnected that day.
If you have moved or taken over someone else's desk and find your name is not against the telephone extension you are using, please call the telephone switchboard operators who will make the necessary changes to the telephone and online directory.