University telephony system upgrade 

When will the switchover to Teams phones take place?

We will begin the migration for each department or service in the spring of 2025. You will receive the necessary information and training before the transition begins. 

Can I get my Teams phone sooner?

Yes, please contact the project team to join the pilot project waiting list. 

Will I be able to call abroad?

If you can make calls abroad with your current phone, you'll also be able to do so with your Teams phone.

Will I be able to make calls outside the university and call people who use regular phones?

Yes.

What features will the new system offer (voicemail, speed dialing, etc.)?

Teams telephony will offer most of the features of the current system, as well as some new ones, such as call blocking.

Will I be able to transfer a call from my computer to my mobile device while I'm on the phone if Teams is installed on both devices?

Yes.

What happens if I receive a call when my computer is switched off?

The call will be transferred to any other device on which Teams is installed, and if all devices are switched off, the call will go to voicemail.

What happens if I receive a call while my computer is on, but the Teams application is not open?

If Teams is installed and you are signed in, even if the application is not open, the call will ring on your computer and a notification will pop up. Otherwise, the call will be transferred to your voicemail.

Where will my voice messages be stored?

Your voicemail messages will be stored in Microsoft Exchange and delivered to your Outlook inbox as an email with a link to the recorded message.

Will we stop being charged for telephone rental?

The new system will still rely on telephone lines, and the associated charges will continue. However, the modernized MS Teams telephony system offers more advanced features and improved functionality.

I'd still like to have a physical phone. How can I get one? Is there a charge?

Talk to your manager about your specific requirements at the time of the needs assessment, and make sure those needs are recorded in the needs assessment form. There will be a charge associated to optional individual physical phones, however shared phones and common area phones will be replaced with physical MS Teams phones as part of the upgrade. 

Will I keep my telephone extension number?

Yes, you will keep the same extension number. If you do not currently have an extension number, you will not receive a Teams phone.

I don't have an extension; how do I get a Teams phone?

Anyone who doesn't have an extension and would like to use a Teams phone can request an extension using the current procedure.

We have some extensions that were removed when employees left. Can these numbers be restored?

Yes, these extensions can be reinstated. Please contact the technical support team to request reactivation. They will verify the availability of the numbers and guide you through the process.

What is a needs assessment?

A telephony needs assessment is a survey in which each unit specifies its telephony requirements, including additional lines, headsets, wall mounts, physical telephones and any other special requirements. 

My computer is old and/or my audio or microphone doesn’t work so I can’t use Teams. What now? 

The new MS Teams telephony system requires functional audio hardware to operate.  If your equipment is too old to cope with the MS Teams telephony upgrade, please speak to your manager. Your unit will need to inquire about Concordia’s equipment evergreen or decommissioning programs, both managed by IITS. Please note that units are responsible for arranging this with IITS directly, not the Telephony Project team.  

I need a headset; how do I get one?

We'll carry out a needs assessment before the migration begins. Please ensure that this requirement is indicated in the assessment.

Are there any compatibility issues I need to take into account if I want to download Teams to my mobile device and use Teams telephony on it?

The system requirements for Teams telephony are the same as for Teams. 

I don't use Teams; I only use Zoom and email. What will happen?

You'll still be able to use other communication tools, but if you want to make and receive calls and you currently have an extension number, you'll need to download MS Teams to use your phone extension.

I never use my phone. Do I have to switch to the new system?

If you don't currently use a phone, but have an extension number, you'll automatically have access to Teams telephony when you need it. If you don't have an extension, nothing will change for you unless you request an extension in the usual way.

I receive calls all day long; will Teams be able to handle this volume?

Yes, and we are providing training for high volume users.

What about the phones in conference rooms and labs?

Through the needs assessment, each unit will assess whether these phones are still needed, and where appropriate they will be replaced with physical Teams phones.

I use a shared phone line. How will this be handled?

The technical team will assess the best option in each individual case, but shared phones will usually be replaced by a physical phone. Everyone will have access to the telephone services they need. 

What will happen to the fax machines?

The University's infrastructure is currently being upgraded to support analog lines, such as fax machines. Your fax machine will continue to work after the migration.

I have a question about the accessibility of Teams phones. Where can I find out more?

See the information published by Microsoft on this subject.