Introduction

Microsoft Teams can be utilized to make and receive calls on a personal computer or by using the Microsoft Teams application on your mobile device. This guide will illustrate how to make and receive calls, in call options, and how to configure your own settings using both the Microsoft Teams Desktop Application and the Mobile Application.

Making and Receiving Calls – Desktop Application

How To make a call in the Teams application:

1. Select the “Calls” icon on the left side menu.
2. In the “Type a name or number” blank, enter either the 10-digit phone number you would like to call, or if the number is in your contacts, type the name in the blank.
3. Press “Call” to place the call

How To Receive a Call in the Teams Desktop Application: 

1. When you are receiving a phone call, you will be notified by both a tone through your speakers or headset, and a screen notification with the options to “Accept with audio” or to “Decline call.”
2. Select “Accept with audio” to be connected to the call or “Decline call” to send the call to voicemail. 

In Call Options – Desktop Application

While you are on an active call, you have several options available to you:

• Dial pad: Opens a dial pad to make selections if necessary.
• Hold: Select “Hold” to place the caller on hold. The option to “Resume” the call will appear while the caller is on hold. A timer will also appear at the bottom of screen indicating how long the caller has been on hold.

• Transfer: This option allows you to perform a cold or warm transfer depending on your needs. Select the “Transfer” button to start the process. You will have two options to transfer the call: Transfer, which will immediately send the call to the recipient, or Consult then transfer, which will place the caller on hold while you speak to the intended recipient to ensure they are ready to receive the call. 
  • To Perform a Cold Transfer:
    1. Select the “Transfer” button from the list.

2. Type in the name (if already one of your contacts) or the 10-digit phone number the call will be transferred to. If you are transferring the call to a user with an extension in your company, you can choose to transfer the call to their voicemail or to ring back to you if they do not answer.
3. Select “Transfer” to complete the transfer.

• To Perform a Warm Transfer
  1. Select the “Consult then transfer” option from the transfer list.

2. Select the person you would like to transfer the call to. You can choose to either call the person or open a chat window with the user. 

3. Once you have confirmed they are ready for the transfer, select “Transfer” at the top of the page which will complete the transfer.

• People: This option shows the current participants on the call.
• More: provides the options to record the call, audio settings, Language and speech options, and the option to park a call.

• To Park a Call:
  1. Select “Park Call” from the options. The caller will be placed on hold.
  2. Teams will provide a park code that is needed to retrieve the call.

• To Retrieve a Parked Call:
  1. From the Calls section in Microsoft Teams, select “Parked Calls.”

2. Enter the code for the parked call and select “Pick up.” The call will now be transferred to you.

• Mic: This option allows you to place yourself on mute or to change your audio settings.

Settings – Desktop Application

Your settings can be configured and customized by selecting the “Custom Setup” option on the bottom left of the screen and select “Device settings.”

Select the “Calls” Option to configure all call settings including forwarding your calls, answering rules, ringtones, and your voicemail options.

Making and Receiving Calls – Mobile Application

To make a call in the Teams Mobile Application:

1. Select the “Calls” icon on the bottom menu.
2. Select the   icon.

3. In the blank, enter either the 10-digit phone number you would like to call, or if the number is in your contacts, select the “People” tab to search your contacts.
4. Press the icon to place the call. 

To Receive a Call in the Teams Mobile Application: 

1. When you are receiving a phone call, you will be notified by both a tone/vibration (based on your phone settings) and a screen notification with the options to “Accept” or to “Decline.”
2. Select “Accept” to be connected to the call or “Decline” to send the call to voicemail. 

In Call Options – Mobile Application

While you are on an active call, you have several options available to you:

• Mic On/Off: This option mutes your microphone.
• Hold: This option places the caller on hold.
• Transfer: This option allows you to perform a cold or warm transfer depending on your needs. Select the “Transfer” button to start the process. You will have two options to transfer the call: Transfer, which will immediately send the call to the recipient, or Consult then transfer, which will place the caller on hold while you speak to the intended recipient to ensure they are ready to receive the call. 
  • To Perform a Cold Transfer:
    1. Select the “Transfer” button and select “Transfer now.”

2. Enter and select either the contact or the 10-digit phone number you would like to transfer the call to.
3. The call will be instantly transferred to intended recipient and you can select “End Call” to complete the transfer

• To Perform a Warm Transfer:

1. Select the “Consult first” option from the transfer list.
2. Select the person you would like to transfer the call to. You can choose to either call the person or open a chat window with the user if they are an internal user.

3. Once you have confirmed they are ready for the transfer, select at the top of the page and confirm or cancel the transfer.

• Dialpad: This option opens a dial pad if needed.
• More: provides the options to place a caller on hold, park a call, transfer a call, and live captions.
• To Park a Call:
  1. Select “Park Call” from the options. The caller will be placed on hold.
  2. Teams will provide a park code that is needed to retrieve the call.
• To Retrieve a Parked Call:
  1. In the Calls section of the Teams application, select   to display the dial pad. 
  2. Select        and enter the park code. 
  3. Select “Pick up.” The call will now be transferred to you.
• People: This option shows who is currently on the call.
• Put call on hold: This option places the caller on hold.
• Live Captions: This option displays the text of the conversation. This conversation is NOT retrievable in Crexendo VIP.