Using phone Auto-Attendants or Call Queues/Hunt Groups? We need to migrate it
19 Jan 2023
The External Calling (Teams Voice) project is preparing the University for the removal of phone landlines and the introduction of internet phone calling
To do this we need to gather the details of any Auto-Attendants or Call Queues/Hunt Groups that are currently active and in use.
How do I know if this applies to me?
If you have any phone number/s for your office or team that are used to route calls through to colleagues, you will need to complete the following Auto-Attendant and Call Queue Form. This applies whether you have a pre-recorded message setup to route calls or not. This is especially important if you have a single student or external facing number for your service or team.
In some cases, old Call Queues/Hunt Groups are no longer currently in use, due to colleagues working remotely. The project only needs to know about these if you will require them to work again to support new hybrid working arrangements.
What about Call Centres?
If you are responsible for a ‘Call Centre’ you will also need to complete this form so that we can discuss your needs.
Based on requirements, some Call Centres will be dealt with later in the project. However, for less complicated ones, it may be possible to replace the current Call Centre with an Auto-Attendant in Teams. Please complete the form and we will let you know if yours can be replaced or not by an Auto-Attendant.
- If you are unsure, please get in touch with the project, at Teams.Voice@manchester.ac.uk.
What do I need to do next?
Please complete the following form by 5pm on 10 February. The form must be completed by the owner or Manager of the Auto-Attendant or Call Queue/Hunt Group setup or delegated by the owner to a colleague with the appropriate knowledge.
It is important to note that if you do not complete the above form or update the project, you may be at risk of your current service being lost when colleagues are moved over to Teams Voice.
This switchover is being managed by the External Calling (Teams Voice) Project.
Will there be any training?
To support you with the changes, there is Introductory Teams Voice training available to book.
The project will also be running further targeted training sessions on how to manage Auto-Attendants and Call Queues/Hunt Groups. The sessions will be announced at a later date on StaffNet.
Setting up your own Teams Voice Call Groups
When you are moved to Microsoft Teams Voice, you can set up some aspects of call management yourself very easily. For example, if you require a simple Call Group setup to enable you to pick up your colleagues' calls, you will be able to do this using our support material.
Queries
- If you have any questions about how this project will impact you, please read our FAQs.
- If you cannot find an answer to your question, you can contact us at Teams.Voice@manchester.ac.uk.