Using phone Auto-Attendants or Call Queues/Hunt Groups? We need to migrate it
13 Jul 2023
The External Calling (Teams Voice) project is currently migrating our University to internet phone calling and removing all phone landlines and handsets
As you may have heard, we are in the process of moving all phone calls from landlines to Teams, in response to nationwide changes to the UK’s telephony infrastructure. After 2025, traditional landlines will no longer be in use.
In preparation for this we have been setting up Auto-Attendants and Call Queues as replacements for legacy telephone Hunt Groups. The project has also been setting them up for any colleagues who share a landline phone and wish to continue to keep the same shared number.
To date the project has set up seventy-two Auto-Attendants and Call Queues for offices and shared numbers across the University. If you feel this applies to you or your team, we need you to get in touch with the project, and we will support you with this essential change.
This article will provide you with more information, including next steps.
How do I know if this applies to me?
If you have any phone numbers for your office or team that are used to route calls through to colleagues, this will apply to you, and you will need to complete the following:
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.
- Please 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.
Our Teams Voice Support Site has more information about Auto-Attendants and Call Queues, including their benefits and functionality.
What if my Call Queues/Hunt Groups are no longer in use?
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 if I have a shared phone number?
If you share a number/phone with several colleagues, you may also benefit from having an Auto-Attendant set up. This will allow you to have a shared answering message, choices of call routing, automated call schedules and voicemail to email capability, along with other key functionality.
Alternatively, new separate numbers may suit you and your colleagues, as we switch to Teams Voice for calls. Our guidance around shared legacy phone number options will help you decide.
Queries
This switchover is being managed by the External Calling (Teams Voice) Project.
- 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