print friendly version

Questions and answers

Teams Calling user FAQ

Teams Calling Header


Teams Calling user FAQ


The Telephony Modernisation project is currently introducing Teams Calling, which will allow you to make and receive external phone calls through MS Teams using your existing extension number. 


Getting Started

How do I know if I can start using Teams Calling?

Your team or department will have been notified of the change with a 'Champion' trained on how to use Teams Calling but there are also a number of ways to check yourself:

- If you're already using the 'New' Teams, the dial pad within the Calls tab will be visible but will only function if you're no longer able to use Skype. 

- When using the standard Teams, the dial pad will appear in the Calls tab with your full phone number displayed underneath.

How do I make a phone call through Teams Calling?

From your MS Teams home page click ‘Calls’ on the left-hand options bar. If you currently have an extension number, you will see a dial pad where you can enter the number you wish to call.

Why can't I see the dial pad?

If you have been notified that your area has moved to Teams Calling then sign out and sign in to the Teams app again. (it may take up to two hours to show from the time that your team has been moved to Teams Calling)  If you currently have an extension number then the dial pad should appear when you click the ‘Calls’ button on the left of your MS Teams home screen. If you still can’t see the dial pad and know that you have an extension number please contact

How do I use other functions in Teams Calling?

See the Telephony Modernisation webpage for guidance on basic as well as advanced functions.

Who can I contact for help?

Each area has a Change Champion for Teams Calling and several additional people will have been trained in how to use it. If they can’t answer your query then contact

Can I use Teams Calling on my mobile phone?

You can use Teams Calling on your Teams mobile app (downloadable from the Apple App store or Google Play Store) Call quality will depend on signal strength and/or Wi-Fi connectivity.

Will Teams call history be visible on personal mobile devices?

Yes, all Teams calls made from mobile devices will be saved in the phones call history. This could vary depending on the phone model, it’s operating system and local configuration.

Can I use Teams Calling when I work from home?

Yes, Teams Calling can be used when you work from home, provided you are logged in using your Sussex credentials. 

Why is my audio quality poor?

Check your internet connect as Teams Calling relies on a standard connection speed. If you are in an area where the Wi-Fi is poor, consider plugging into a wired internet connection. An audio call requires a much smaller bandwidth than a normal Teams video call so poor audio quality should be rare.

Can I use a separate headset or microphone when using Teams Calling?

Yes, any headset or microphone compatible with your device can be used when making calls.

Can I make an emergency call through Teams Calling?

Making an emergency call from Teams should only be done as a last resort.

We recommend using your mobile phone to call the university emergency number 3333 or dial 999. 

I don't have my headset with me, can I still answer a call?

You can still answer a call via your computer speaker or microphone. Alternatively, you can transfer the call to your mobile, if you have the Teams app downloaded.

You can download the Microsoft Teams app from the Apple App or Google Play stores.

Can I make more than one phone call at a time?

To make a second call in the background repeat the process of making the first. Note, the second call you make will automatically place the first call on hold. 

How do I record a voicemail greeting?

To configure your voicemail, click the three dots next to your icon, Settings, Calls, and Configure Voicemail. 

How do I check my voicemail?

To listen to and manage your voicemail, click on the Calls icon, then Voicemail. 

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

In this unlikely event you will not be able to make or receive calls using Teams on your computer.  However, you will still be able to make calls on work or personal mobiles using your standard network rate or via the MS Teams phone app (with a 4/5G internet connection). 



I have a hearing impairment - what is available to help me use Teams Calling?

The standard headset that we will now be using is fully compatible with all MS teams accessibility functionality such as:

- TTY device options

- Transcriptions and captions 

- Reduction of background noise through noise suppression. 

To access these features, click on the 3 dots to the left of your picture icon and select ‘Settings’. Select 'Captions and transcripts' or 'Appearances and accessibility' for TTY device options. 

What should I do if I have a specific accessibility requirement?

If you have specific accessibility requirements or are supporting a disabled member of staff who
requires individual adjustments, please contact –



What if I don't have a headset?

You may already have been provided with a suitable headset through existing hybrid working
processes or you may own a device that you’d prefer to use.
If you don’t have access to either then please contact your local Change Champion to see if one has been requested for you as part of the Teams Calling project. If not, please contact your line manager or office administrator who can request one through the IT Services Support Portal - Request a Service – New Hardware Request.

Can I have a wireless headset?

If your role requires you to be making and receiving phone calls for a large part of the day or if you need to move around while on the phone, contact your local Change Champion to see if this has been identified and a wireless headset requested. If not, discuss with your line manager whether you are eligible for one and they can request it through the IT Services Support Portal.

I prefer to use a desk phone; can I have one?

A handset will be provided where it’s not possible or suitable for a headset to be worn, i.e. in some reception desk areas or if a user has a specific accessibility requirement.
You won’t have to wear a headset all day to be able to hear an incoming call, or to make an external call with Teams Calling. 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. 

I currently share a phone with colleagues, can we continue to use a desk phone?

The Change Champion for your area will have identified those locations where a shared physical
phone is required. This will include some shared workspaces, lecture theatres and labs. If, once the move to Teams Calling is complete in your area you still have a genuine requirement for a shared physical phone then please contact


General Information  

How is Teams Calling different from the current MS Teams audio call?

Teams Calling uses a telephone number and a dial pad to make calls whereas the MS Teams meetings we currently use connect through an IT user account.  This means you will easily be able to make external calls to people who are not on our IT systems using a direct dial phone number.

How is it being introduced?

From early September to end October 2023 it will be introduced within each School or Division based on a migration plan.  This will be communicated to you by Change Champions for each area and full details and guidance notes will be made available.

Can I continue using Skype for Business?

Teams Calling will replace Skype for Business. Once your team has moved to Teams Calling you will no longer be able to use Skype for Business.

Can I continue using the landline on my desk?

Teams Calling will replace most existing desk-based phones.  After your team has moved to Teams Calling all personal desk-based phones will be removed. Some meeting rooms, most teaching spaces and labs will have new (digital) handsets where quick shared access is needed. 

I don't have a phone extension number, will I be able to use Teams Calling?

You will still be able to call colleagues using current MS Teams audio/video calling. However, you won’t see the dial pad and you won’t be able to make external calls using a phone number from your MS Teams app.

How do I request a phone extension number?

If you need to make external phone calls then ask your line manager to request an extension number through the IT Services Support Portal - Request a Service - Telephony.



For more information please visit this Microsoft Teams support page.

If you can't find the answer you're looking for please visit the ITS help page



Help us to improve this answer

Please suggest an improvement
(login needed, link opens in new window)

Your views are welcome and will help other readers of this page.


This is question number 2961, which appears in the following categories:

Created by Benoit Sharp on 27 March 2023 and last updated by Benoit Sharp on 11 January 2024