Description Add a holiday for an existing IVR in Teams Voice. Prerequisites (if any): An IVR must already exist in Teams Voice. Instructions: Open a service request in Freshservice containing the below information: IVR to Edit: [Name of the IVR as it shows up in Teams] Holiday Name: [What to call the holiday] Time: [Time the holiday should be active] Greeting: [What you want the IVR to say during the specified time] (default is nothing) Route Action: [Where to route the call during the holiday] (default is to drop the call) Outcome:  Once processed, the IVR will behave as specified during the time frame.

Description: This article provides the telephone prefixes assigned to CSU users and dialing instructions when using VoIP phones and other analog devices. Note: This information applies to making calls using VoIP phones. For information on using Teams Voice, see Getting Started with Teams Voice: Making and Receiving Calls. Applicable to: Fort Collins faculty and staff who use VoIP phones and other analog devices CSU Prefixes CSU telephone numbers are assigned within the following range of telephone prefixes: Area Code Prefix Extension 970 297 0300-0399, 1200-1299, 3600-3799, 4000-4599 970 491 0000-8999 970 492 4000-4999, 8000-8999, 9000-9999 970 495 2000-2999, 3500-4499, 5000-6199 Dialing Instructions Dial only the last five digits (7+xxxx, 1+xxxx, 2+xxxx, 5+xxxx) when calling from campus. All numbers are in the 970 area code. CSU Phone Numbers Dial 5 digits of the University number (1+xxxx, 7+xxxx, 2+xxxx, 5+xxxx) Non-CSU Phone Numbers & Long Distance Dial 1 + Area Code + 7-digit number for all off-campus calls (1+xxx-xxx-xxxx) * Please note that Guam is part of the US dialing plan. Faxing and other Analog devices Dial 8 + 1 + Area Code + 7-digit number for all off-campus calls (81xxxxxxxxxx) International Calls Dial 8+011, country code, city code, and telephone number. For international calls using a calling card, dial 8+00, and the operator will connect you to an international operator. Toll-Free Dial 1 + area code + 7-digit number Related Resources Relay Colorado: a statewide service that connects standard (voice) telephone users with Deaf, Hard of Hearing, DeafBlind, Speech-Disabled, or Late-Deafened people who use Teletypewriter (TTYs) or Voice Carry-Over (VCO) phones. CSU Directory

Teams Voice provides a new way to use telephone services at CSU. With Teams Voice, your telephone number is associated with your Microsoft Teams account rather than your desktop telephone. You will make and receive calls via the Teams app on your computer (and optionally on a mobile device) – not your desktop phone. Calls can be managed from any Internet-connected device on which you are logged into Teams. Audio comes from your computer or device’s onboard microphone and speaker or via headsets that connect to your computer or device. Applicable to: Fort Collins faculty and staff Prerequisites You'll need the following two items completed before you can use Teams Voice: Configuration: The Division of IT will set up and configure your account with your local IT Support. Once Teams Voice is live and ready for your account, you will receive a confirmation email from the Division of IT. Hardware: You will need a working microphone and speaker to use Teams Voice. These can be internal, integrated with your computer, or external, physically connected to your computer or via Bluetooth. In this article: What is Teams Voice? Changing device settings and making a test call Making and receiving calls Recording a voicemail greeting Additional resources, training, and support What is Teams Voice? Teams Voice puts your work phone number on your computer (and optionally, also on your handheld device). You can make outbound calls by dialing a number and you can receive calls from any phone. Note that Teams Voice is different than audio or video chats within Microsoft Teams. During a chat with another person in Microsoft Teams, you have the option of initiating a video or audio call to enhance that chat session, by clicking the video or phone icons in the upper right screen. Teams Voice is accessed by the “Calls” icon on the far left side of your Teams app, and is a way to make any phone call, regardless if the other party is a part of Teams or is using software, a cell phone, or a traditional landline. Device Settings Change your device settings and make a test call: Click the (…) to the left of your Teams profile picture or initials in the top right of the Teams menu bar. Navigate to Settings Once inside settings, look for Devices. From the devices menu, you can verify or select a microphone and speaker source as well as test your device by clicking the button entitled “Make a test call”. The test call will connect and ask you to leave yourself a short message. After you leave the message, it will play the recording back, so you know how you sound. Making and Receiving Calls How do I make a call? From the left sidebar menu in Teams, select the Calls icon. Copy and paste a number into the dial pad or type the number directly (you do not need to input spaces between digits). For internal CSU calls, you may continue to use the 5 digit format e.g. 1-7276, 1-1886. Click the Call button. The recipient will receive a call from your Teams Voice number (listed below the dial pad) Note: it is unnecessary to place a 1 before the dial string for calls in the US. Calls to numbers in the same area code do not require the area code prefix. There is also no need to use an 8 or 9 to dial out. Is a device/handset required to use Teams Voice? No, using a softphone (e.g., Teams on a computer), is the recommended platform for most Teams Voice use cases. Users can use the computer’s built-in microphone or purchase a headset to use Teams Voice without the need for a physical phone/handset. How do I make an emergency (911) call? If you place a 911 call from the Teams client on your laptop while logged in from home, a hotel, etc., the 911 operator is going to see the call come through as a call from your office phone which includes the physical address of your CSU office/building. Important: If you make a 911 call from Teams from somewhere other than your office, be prepared to provide details about your physical location. Optionally, use your cell phone (just not the Teams client) or a wired phone in the vicinity to dial 911 in the event of an emergency. How can I use my mobile phone to make Teams Voice calls? You must download the Teams app from the iOS App Store or Android Google Play Store to make Teams Voice calls. The app is free to download. To make a call from your mobile phone, open the Teams app and look for the navigation panel on the bottom of the screen. If the Calls tab is not already pinned to the menu bar, click the (…) on the right side of the menu bar. Click Reorder. The Edit navigation screen appears, drag the Calls icon to the top section of the list using the hamburger icon (the three lines to the right of the app name). Click Done when finished. Note: you may need to drag an icon down from the top list for Calls to fit. See the "Calling Reference Guide" attachment for an overview of the Teams Mobile apps. Can I make international calls? To make an international call, start by adding “011” to the dial string for the international number you wish to call. For example, if you wanted to call the US Embassy in France, you would input “01133143122222” with no spaces into the dial pad of your Teams Mobile or Desktop app. How do I accept/receive calls? When there is an incoming call, a window will appear on the right side of your screen. Click the purple phone icon to answer, click the red phone icon to end or decline a call. Note: This popup notification may appear in the bottom or upper corner of your screen. If you use more than one monitor, it may appear on a secondary monitor or underneath other open windows. How do I forward calls or ring another phone at the same time? Click on the (…) to the left of your Teams profile photo or initials in the top right of the menu bar. Navigate to Settings Under Settings, select Calls: From the Calls menu, you can choose additional phones to ring or to forward all your calls to your cell phone. You will need to add the new number the first time you use this feature. It will remember your previous entries. Similar options are available between Calls ring me and Forward my calls. If you were ringing multiple phones at the same time and no longer want to use this feature, ensure Calls ring me is selected, then choose No one else from the dropdown menu to the right of Also ring. How do I block calls? Microsoft and CSU have taken steps to block as much unwanted robo calls and other spam calls as possible, however, unwanted marketing or spam calls may still get through. Take the following steps to block unwanted external calls. Navigate to the Calls tab: From your call history, hover on the number you wish to block and click the (…) to bring up the submenu: Select Block. You can also manage your blocked contact settings within the Privacy tab of the Settings menu. Note: It is NOT possible to block a contact internal to CSU. Voicemail Greetings How do I record a voicemail greeting? Click on the (…) to the left of your Teams profile photo or initials in the top right of the menu bar. Navigate to Settings: Select Calls and Configure voicemail: Click Record a greeting: After a few seconds your voicemail will be dialed and a small window will appear with your initials or profile picture. After a few more seconds the window will maximize. Click the ellipsis (…) button and then the Keypad to bring up the keypad. Follow the prompts by clicking the appropriate option on the keypad to listen to your greeting, change your greeting, etc. Support and Resources Need Help? Contact your local IT Support via the appropriate channel for your college or department. If you are unsure who your departmental or college IT contact is, you can submit a help request to the Division of IT’s Help Desk. Quick Reference Guides and FAQs Using a softphone (i.e., Teams on a computer), is the recommended platform for most Teams Voice users. In some cases, handset devices may be preferred or needed. See Teams Voice Devices for more information. See the "Teams Voice FAQs" attachment for a list of frequently asked questions. See the "Calling Reference Guide" attachment for the layout and common actions for calling, voicemail, and call settings. See the "Call Queue and Shared Line Reference Guide" attachment for information on managing a shared line or call queue, accessing shared voicemail and call histories, and the incoming call experience. The Call Queue and Auto Attendant FAQ explains the features of each service, common scenarios for using each, and how to get started. Watch Teams Video Training for an overview of different features. Technical resources have been compiled for Resource Coordinators and college and department IT staff to onboard and manage their users, see Microsoft Teams Resource for more information. Related Articles from Microsoft Calling Tips Calls and Devices Managing Calls Configure Delegate Settings Teams Calling Made Simple

Note: using a softphone (e.g., Teams on a computer) is the recommended platform for most Teams Voice use cases. Departments and colleges can purchase Teams handsets directly from vendors and deploy those devices where needed. Doing so involves a cooperative approach for the deployment and ongoing support of handset devices between the department/college and the Division of IT. If departments and colleges prefer to place an order for a device through the Division of IT, rather than going through the vendor directly, they can submit a help request to get started. Applicable to: Fort Collins faculty and staff Roles and Responsibilities Purchasing Department/College The device must be a Microsoft Teams Certified Device at the time of purchase and be a supported model (i.e, actively receiving updates) by the vendor while it is in use. DoIT recommends considering mid-range or better AudioCodes and Yealink devices. When the device arrives, the purchasing department will be responsible for updating the device to a current firmware/software version if needed. DoIT can assist with logging onto devices with a licensed Teams account if the device is at a firmware version that supports authenticating with Teams. Teams handsets require a POE-enabled network port – note that you may need to initiate a Telecom service request to have POE enabled on a port. Devices that have reached their end of life and are no longer able to be updated must be taken out of service and/or replaced. Division of IT Telecom/DoIT will use Teams Admin center to push updates to handset devices quarterly (approximate). Endpoint Manager will be used to ensure devices meet minimum qualifications for accessing CSU resources i.e., minimum OS version, devices are not rooted, etc., via conditional access and compliance policies. DoIT will assist with issues related to a licensed person/account logging onto Teams handset devices. Device/Handset FAQ Is a device/handset required to use Teams Voice? No, using a softphone, e.g., Teams on a computer, is the recommended platform for most Teams Voice use cases. Users can use the computer’s built-in microphone or purchase a headset to use Teams Voice without the need for a physical phone/handset. Can I purchase devices for my department/college or do I still need to go through the Division of IT (DoIT)? You can now place orders directly with a vendor for desk phones that are native Teams devices. DoIT will continue to purchase and install Common Area Phones. Can we still purchase a Teams handset from Telecom if we’re not interested in purchasing directly from an outside vendor? Yes, Telecom will do their best to provide interested departments with a device (pending availability) and assist in getting users up and running. Tier 1 support (after initial device deployment) will still be the responsibility of the department in question. Telecom offers the following handset models: AudioCodes C435HD-R a native Microsoft Teams entry level/common area phone for $241 AudioCodes C455HD a native Microsoft Teams high-end executive business phone with a large color touch screen for $296 This device is also available as the C455HD‑DBW for $346, complete with a 5” color touch expansion module as well as dual band Wi‑Fi and Bluetooth for wireless headsets. AudioCodes 450HD with Expansion Module a feature-rich, high-end executive phone for Microsoft Teams users with a high-res 5” color touch screen, expansion module and stunning sound for $196 AudioCodes C470HD a native Microsoft Teams Total Touch high-end business phone with a large color touch screen and full UC integration for $346 To place an order for a device through Telecom, submit a help request. A new workflow has been set up within the ticketing software to make the process easier. Please note, if you would like the phone to be installed, there will be a charge of $72 per hour for Telecom staff to set up the device. What support will DoIT provide for devices? DoIT will assist with logging into Teams handsets and issue firmware updates after the device checks into Teams Voice (via a successful login from a Teams user, room, shared mailbox, etc.) for the first time. How often will firmware updates be issued? DoIT is targeting quarterly updates to device firmware, but an exact cadence is still being determined. Are USB-jack phones considered a handset or a headset? USB phones are considered a headset peripheral device and as such they do not fall under the guidelines listed above for handset devices. Who is responsible for ensuring the device has a sufficient, supported lifecycle? Local college/dept. administrators and subnet managers are responsible, just as they are for laptops and other hardware they purchase and maintain. DoIT will monitor the network for non-compliant phones. In the future, a policy may be implemented to prevent out-of-date, non-compliant phones from accessing the network. Formal notification will be sent prior to the implementation of such a policy.

What are Teams Voice Call Queues and Auto Attendants? Microsoft Teams provides basic call queue and Auto Attendant functionality “out of the box”. Call queues provide a CSU number (e.g., 970-491-####) where callers are routed to people at CSU who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue, who are known as agents. Auto Attendants leverage a CSU-issued phone number and allow callers to navigate a menu system to speak to the right department, call queue, or person. Applicable to: Fort Collins faculty and staff What comes with a Call Queue? A greeting message Music while people are waiting on hold in a queue. Handling options for queue overflow and timeout. Where can an Auto Attendant direct calls? A (Teams Voice enabled) person at CSU. A voice app e.g. another call queue or auto attendant. Voicemail – Can either be a M365 group (shown in the Groups section of Outlook) or a Teams Voice enabled shared mailbox (new or existing). External phone number. An announcement (audio file) – a recorded message that you upload to Teams that is saved as a .wav, ,mp3 or .wma format. The recording can be no larger than 5 MB. After the announcement, the system returns the callers to the Auto Attendant menu. Announcement (typed) – Type the text you want the system to read. The system reads the announcement and then returns the caller to the Auto Attendant. Where can I find more information about Teams Call Queues and Auto Attendants? Most of the information on this page was sourced from detailed Microsoft-provided documentation, we have provided links to those resources for your convenience: Create a call queue in Microsoft Teams Manage your call queue in Teams Plan for call queues and auto attendants Answer auto attendant and call queue calls What are common scenarios for using a Call Queue and Auto Attendant? Below are some example scenarios that could employ a Call Queue and Auto Attendant: Service and Information Desks, Call Centers Several units on campus have been using Teams Voice Call Queues and Auto Attendants for over a year. These departments include but are not limited to Financial Aid, Veterans Benefit Office and the Office of the Registrar. What is the process for creating a Call Queue or Auto Attendant? Because Call Queues and Auto Attendants are more advanced use cases, they require Telecom Staff involvement. Departmental IT staff will need to submit a help request to begin design and functionality consultation. Telecom has provided a spreadsheet template to serve as a guide for information needed when you submit your CQ/AA/CAP request: (see below for attachment) Telecom will work with you to assess your department's requirements and will collect information such as: Display Name for the Call Queue or Auto Attendant This will be the friendly name for your call queue. For example, if your CQ resource account was called: M365_CQ_DoIT_Information Desk@colostate.edu, your display name might be DoIT Information Desk. Dept Prefix and Display name for service account used in your Call Queue or Auto Attendant The CQ or AA Service Account UPN is the service account used for licensing, assigning the phone number and is the actual user account used in making/receiving calls. These accounts are created by Telecom staff in the format: M365_CQ_Dept_CallQueueName@colostate.edu or M365_AA_Dept_AutoAttName@colostate.edu How do you want to handle your agents working the call queue? Agents can be handled in two ways: Creating a M365 group, and then adding the Teams Voice licensed agents to the group. That group is then assigned in the “agents” section of the Call Queue configuration. Alternatively, you can use an existing or create a new Teams channel. M365 groups are used most often but the choice is entirely up to the Resource Coordinator or the Lead managing the call queue. Unlike Teams Channels, M365 groups do not show which agents are active in the queue nor do they allow for real time opt in/out of the queue. M365 groups show in the “Groups” section of Outlook, whereas Teams Channel agents are self-contained with the Team/Channel they are assigned to. NOTE: All agents, regardless of M365 group or Teams Channel, must be licensed and onboarded to Teams Voice. Advanced functionality and customization Any advanced configuration, such as Holiday Hours, after-hours routing, call scheduling, hold timeout, call overflow, etc. must be configured by the Division of IT. Please submit a help request if you need to configure or change your call queue or auto attendant settings. What should I use, a Call Queue or a Shared Mailbox? See the "CQvsSharedMB_Matrix" attachment to hopefully give you an idea of which Teams Voice functionality best fits your use case. How long does it take to create a Teams Voice Auto Attendant or Call Queue? Call Queues and Auto Attendants can typically be created within 4 days after the initial design and consultation contact with Telecom. Once you have settled on a display name, UPN service account name, and details such as call delegates/agents and call routing, Telecom will work with you to schedule a cutover or ‘Go Live’ time. What is the difference between Teams Call Queue/Auto Attendants and a Contact Center? Built In Teams Call queues and Auto Attendants offer similar functionality to Contact Centers, which are generally 3rd party applications that are used alongside of Microsoft Teams. 3rd party Contact Centers offer additional functionality such as the ability for live looks at call queues, live call reports and statistics, as well as the ability to join in on active calls. The Division of IT is currently exploring Contact Center solutions to support advanced use cases. Additional cost (to the requesting department) will likely be incurred when Contact Center functionality is required.

Description How to manage an Auto-Attendant (also known as an IVR interchangeably) inside the Microsoft Teams Client. Applicable to This information is relevant for Teams Voice users who have been assigned as an authorized user on an Auto-attendant or Call-Queue Prerequisites: Applicants must have the following to complete this process: Access to a computer with internet access Access to log into teams voice with an appropriate account They must be added as an authorized user for an auto-attendant or call-queue. Instructions: Open Teams. Click the '...' next to your name at the top. Click the 'Calls' button on the left side information panel to access the calling section of teams. In the right side information pane, above 'Call Handling and Forwarding' will appear auto-attendants and call-queues you have been added to as an authorized user. Select the relevant auto-attendant. You will have the option of editing a couple options. The greeting message for business hours The after hours greeting message The greeting message for holidays. Edit the relevant greeting to your needs. It can be text to speech or an audiofile. Please note there is a separate hidden (not accessible in this view) greeting that plays to convey what the routing options are. This is typically, "Press 1 for X and Press 2 for Y" type information. Similarly you do not have the ability to edit where the options route from this view. To edit that you need to submit a fresh service request. Please note you do not have the ability to edit hours of operation from this view. To edit that you need to submit a fresh service request. Please note that each holiday is configured separately and will not appear unless explicitly requested to be configured. To request that you need to submit a fresh service request. Outcome: You should have edited the relevant auto-attendant to your heart's content.