Microsoft Teams Frequently Asked Questions (FAQ)
Effective December 2nd 2025, all new phone requests will be softphones. No new physical phones will be deployed. If Teams calling has not yet been deployed in an area, numbers will be created on Jabber (PNW) or Webex (West Lafayette and Indianapolis). They would then port to Microsoft Teams calling when the location migrates to Teams calling.
In order to assist you with the Microsoft Teams Calling transition, we have addressed several Frequently Asked Questions (FAQ) below.
In order to assist you with the Microsoft Teams Calling transition, we have addressed several Frequently Asked Questions (FAQ) below.
Why are softphones being favored over traditional desk phones?
- Video Conferencing:
- Softphones allow for video calls and conferences, making it easier for remote teams to connect and collaborate.
- Presence Status:
- Users can see the availability of others, enabling quicker and more efficient communication along with click to call without dialing a number.
- Mobility:
- Softphones can be used on various devices, including laptops and smartphones, allowing for on-the-go communications
When would someone be assigned a softphone instead of a traditional desk phone?
Individuals will be assigned softphones. Traditional desk phones will be assigned to locations where multiple users would use the device and the phone would never change locations, such as common area phones, or classrooms.
Will my phone number change?
No. Your number will remain the same
What happens with my current desk phone?
Your current phone will continue to work until your number has been moved to Microsoft Teams. After the migration, your desk phone will no longer function. Instructions will follow on how to properly dispose of your old phone. Please do not dispose of your desk phone in the trash.
How do I use Microsoft Teams calling?
Training videos and documentation can be found at https://support.microsoft.com/en-us/office/overview-of-teams-calls-425d6970-6e27-47b6-bc61-4c38fff51c4f
Who do I contact if I encounter an issue after migration?
Please open a support ticket via https://service.purdue.edu with a detailed description of your issue.
What is the timeline for implementing Microsoft Teams calling?
Purdue Fort Wayne has been completely migrated. Purdue Northwest has started migration in October 2026, with target completion in Spring 2027. West Lafayette and Indianapolis will begin planning in Fall 2026 and proceed through 2027.
Is faxing supported via Microsoft Teams?
No. If you require faxing services, most users are being migrated to eFax. Requests for faxing services can be made here.
Will “short number” dialing, aka 5-digit dialing, be supported?
No. Users will have to dial the full 10-digit number in Microsoft Teams. Purdue staff can be called from the Teams directory without traditional dialing.
I make international calls as part of my job. Can Teams support international calling?
If your position requires international calling, the feature must be enabled on your account. Create a service ticket here. Only users that need international calling as part of their position will get international calling permissions added to their account.
Does Microsoft Teams calling support 911 dialing and location detection?
Does Microsoft Teams calling support 911 dialing and location detection?
Yes. Microsoft teams will attempt to detect your physical location to your floor and list the address within the app. If the detected address is incorrect, you may overwrite the location manually. Your location should always be shown under the dial pad in the Teams app. Please verify your address is correct and checked any time you physically change locations.
When do departments need to notify IT if they want to get a desk, aka "hard", phone?
Physical phones will only be deployed where necessary, such as for help desks or where multiple non-staff users use the phone. Physical phone costs will be borne by the requesting department. Requests can be made to teams-calling@purdue.edu.
Will there be a monthly charge for the phone?
There will be no charge for long distance or regular phone service. There will be charges incurred for international outbound calls depending on the destination dialed. If a physical phone is deployed, it would be a one-time cost for the hardware and yearly reoccurring common area phone licensing cost per device.
What is the cost of a physical phone?
Physical phones are only approved with business office approval and when multiple individuals would use the phone. Individual users will be assigned softphones via the Microsoft Teams app. If a hard phone is necessary, such as helpdesk locations, the physical phone would be a one time cost, currently $194 (subject to change). The license would be $10/month. If a student worker needs access, their license is $31.44 per year, per student.
If I need to order a headset, how is that requested and what is the cost?
If you require a headset, please work with your department to order one. The link below lists several headset options Microsoft has certified for use. Note that just about any headset should work with teams calling, including more affordable options that could be found on sites such as Amazon.
Microsoft proposed headset options:https://www.microsoft.com/en-us/teams-devices/category/headsets/36
Microsoft proposed headset options:https://www.microsoft.com/en-us/teams-devices/category/headsets/36
Is there any training on how to use Teams for those who have never used Teams before?
Microsoft offers multiple videos covering aspects of Teams calling. If necessary, we will hold education sessions to cover Teams Calling basics. https://support.microsoft.com/en-us/teams/calls-devices/get-started-with-microsoft-teams-phones
How will voicemail work?
Its similar to how voicemail works on a smart phone. Users access voicemail on their computer or their smartphone if they have the MS Teams app installed. Quick how-to: https://support.Microsoft.com/en-us/office/check-your-voicemail-in-Microsoft-teams-f8d568ce-7329-4fe2-a6a2-325ec2e2b419
Will the elevator phones transition over to Teams as well?
Yes
Will phone trees work on Teams?
Yes
Is SMS messaging supported on Teams Calling?
No - SMS messaging is NOT supported with Teams Calling at this time.
How does number sharing work in Teams?
The sharing of a numbers in Teams can happen in one of two ways:
Line Delegation -This is the most basic method and ideal for simple sharing scenarios. If you are the owner of the number as your primary line in Teams, you can choose someone to be your delegate within the Teams app. This person (or persons up to 25) can receive and make calls on your behalf. When you add a delegate, you’re essentially sharing your phone line with them, so they can see and share all of your calls.
Call Queues -This method will be used most frequently to replace traditional shared lines on phones. If your department uses a central phone number that is not owned by any particular person, a call queue will be configured. The shared number will become a ‘virtual’ number not directly appearing on any Teams client. Staff members responsible for working with the number will be added to the call queue. When the shared number is called, they will receive a notification in Teams app altering them to the shared number call allowing them to answer it. They will be able to place outgoing calls from the shared number by selecting it under the dial pad in Teams. Additional options for a menu, business hours, and more advanced routing also become available with queues.
How do I request a physical phone for my area?
If you would like to request a physical phone for your area, email teams-calling@purdue.edu with the following information. Emailing this address will create a TDX ticket to the voice team for review. Requests that do not have complete information will be rejected. Physical phones are reserved for multi-user situations and individual user requests will not be approved. If you believe you have a unique use case, please email teams-calling@purdue.edu and we will evaluate your request. In many cases, we will be able to meet your needs with the soft phone option. Physical phones will be in limited quantity and distributed only as necessary.
Approval criteria:
- There must be a technological need for a physical phone. In nearly all cases, this would be multiple student workers or staff using the same device at a front desk situation
- The device is in a fixed location and will not be relocated
- If the voice team determines a soft phone will meet your use case, a physical phone request will not be approved.
- Finance must approve the request.
- Appeals will be handled on a case by case basis by Finance.
Contact name and email:
Phone number of device:
Phone location, building and room number. If multiple phones in the same area, please be specific:
Request justification (a sentence or two):
I have questions or concerns not listed here. Where can I address these?
For questions not addressed in the FAQ, you can email your question to teams-calling@purdue.edu