Telephone FAQs

The Telephony Modernisation project is introducing Teams Calling from September 2023, which will allow you to make and receive telephone calls using your existing Microsoft Teams software.

 

 

 

I'm a new member of staff, do I need to let the switchboard know that I have arrived?

Quite often when new staff arrive the School Administrator will have made arrangements for a new line or handset to be installed, but they may not have notified the switchboard of your extension number.  It is good practice for all new staff to call the switchboard, by dialing 01 from their handset, so that their extension number can be added to the University’s central database.

(FAQ 2656: last updated 2 April 2014)

How do I dial an outside line?

Open Microsoft Teams and click on the Calls tab. 

Enter the desired phone number into the box above the dial pad and click 'Call'. 

 

(FAQ 2658: last updated 12 January 2024)

How can I make contact with the emergency services on campus?

From an internal phone dial:

3333 for the campus Emergency Services

8234 for Security.

From a mobile phone dial:

01273 873333 for the campus Emergency Services and

01273 678234 for Security 

(FAQ 2661: last updated 2 April 2014)

How can I find out a University staff member's phone number?

You can access the Staff telephone directory by following the 'Staff Search' link at the top of the Sussex website. 

Alternatively, open Microsoft Teams and click on the Calls tab on the left. Search for their name in the box above the dial pad.

(FAQ 2663: last updated 12 January 2024)

A call for a colleague has come through to me by mistake, how can I transfer the call to the right person?

For instructions on how to transfer a call visit this Microsoft call transferring page.

If this error continues, contact the Unified Communications team by raising a support ticket via the IT Support Portal.

(FAQ 2648: last updated 29 April 2025)

How do I set my phone to Do Not Disturb?

To stop your phone from ringing you can set your Microsoft Teams status to 'Do Not Disturb'. 

For instructions on how to do this visit this Microsoft status change page. 

 

(FAQ 2647: last updated 4 April 2025)

Teams Calling user FAQ

 

How do I use other functions in Teams Calling?

You can find instructions for all Teams Calling functions here.

 

 

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.

Is Teams call 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. 

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 more than one phone call at a time?

To make a second call in the background repeat the process of making the first.

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). 

 

Accessibility

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 – Unifiedcomms@sussex.ac.uk

 

Equipment

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. Your line manager 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, a lab environment 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. 

  

 

(FAQ 2961: last updated 4 April 2025)

How do I contact the switchboard staff?

Switchboard staff can be contacted by dialling 01 from any extension on campus. They can also be contacted via the IT Support Portal by raising a support ticket.

(FAQ 2632: last updated 29 April 2025)

Why does Teams not ring when people are calling me?

There could be a number of reasons for this so check the following:

1. Make sure that your headset is properly plugged in and that the audio output is set to your headset. You can do this by going to Settings > Devices > Audio and making sure that your headset is selected under Output.

2. Check the volume settings for Microsoft Teams. You can do this by going to Settings > Devices > Audio and adjusting the volume slider under Call ringtone.

3. Make sure that your computer is not in silent mode. You can check this by clicking on the speaker icon in the bottom right corner of your screen and making sure that the volume is turned up and that the Mute button is not selected.

4. Restart your computer. Sometimes a simple restart can fix software issues.

 

If you continue to encounter this issue please raise an IT support ticket by clicking the Help button on the ITS Help Page. 

(FAQ 2664: last updated 4 April 2025)

How do I find my phone number?

To find your phone number in Microsoft Teams, click the Calls tab on the left and your number will be displayed beneath the dial pad (e.g. Work number: +44 1273...)

If there isn't a number displayed please contact Unifiedcomms@sussex.ac.uk

(FAQ 2639: last updated 12 January 2024)

Updated on 3 July 2023