Mastering Microsoft Teams: A Comprehensive Guide to Calling

Microsoft Teams has become a cornerstone of modern communication, seamlessly integrating chat, meetings, file sharing, and, crucially, calling. Whether you’re a seasoned Teams user or just getting started, understanding how to leverage its calling capabilities is essential for effective collaboration and productivity. This comprehensive guide will walk you through every aspect of calling in Teams, from basic setup to advanced features and troubleshooting.

## Setting Up Teams for Calling

Before you can make or receive calls in Teams, you need to ensure that your account is properly configured. The specifics depend on your organization’s setup, but here’s a general overview:

**1. Licensing:**

* **Microsoft 365 Business Basic:** This license typically *does not* include calling capabilities beyond Teams-to-Teams calls. You’ll primarily be using Teams for internal communication.
* **Microsoft 365 Business Standard/Premium:** These licenses usually include Teams-to-Teams calling. To make calls to external phone numbers (PSTN – Public Switched Telephone Network), you’ll need additional licensing.
* **Microsoft 365 E3/E5:** These enterprise licenses offer the most comprehensive features, including options for Phone System and Calling Plans.

**2. Phone System:**

* **Direct Routing:** This option lets you connect your existing on-premises telephony infrastructure (like a PBX) to Teams. You’ll work with a Session Border Controller (SBC) vendor to establish the connection. This is often used by larger organizations with significant investments in their current phone systems.
* **Microsoft Calling Plans:** Microsoft offers its own calling plans, which provide phone numbers and calling minutes directly through Teams. This is a simpler option for smaller businesses or those looking to migrate entirely to the cloud.
* **Operator Connect:** This newer option allows you to connect to your choice of participating telecom operators. This provides a balance between direct routing’s control and Microsoft Calling Plans’ simplicity.

**3. Getting a Phone Number:**

* If your organization uses Microsoft Calling Plans, your administrator can assign a phone number to you directly within the Microsoft 365 admin center.
* If using Direct Routing or Operator Connect, your chosen provider will handle phone number assignment.

**4. Audio Devices:**

* **Headset:** A dedicated headset with a microphone is highly recommended for clear audio quality and reduced background noise. Look for headsets certified for Microsoft Teams.
* **Speakerphone:** Speakerphones can be useful for group calls or conference rooms, but ensure they have noise-canceling capabilities.
* **Built-in Microphone/Speakers:** While convenient, the built-in microphone and speakers on your laptop or desktop are often the least desirable option due to potential echo and poor audio quality.

**5. Teams App Installation and Configuration:**

* Ensure you have the latest version of the Microsoft Teams desktop or mobile app installed. Older versions may lack certain features or have compatibility issues.
* Configure your audio and video devices within Teams settings. Go to **Settings > Devices** to select your preferred microphone, speaker, and camera. You can also test your audio and video to ensure they are working correctly.

## Making Calls in Microsoft Teams

Once your Teams setup is complete, you can start making calls using various methods:

**1. Dialing a Number Directly:**

* Click on the **Calls** tab in the left-hand navigation pane of the Teams app.
* You’ll see a dial pad. Enter the phone number you want to call, including the country code if necessary.
* Click the **Call** button (usually a phone icon) to initiate the call.

**2. Calling from a Contact:**

* Go to the **Calls** tab or the **Chat** tab.
* Search for the person you want to call by name in the search bar.
* If the person is already in your contacts, their name will appear. Click on their name to open their contact card or chat window.
* In the contact card or chat window, you’ll see a phone icon. Click on it to start a call.

**3. Calling from a Chat:**

* Open an existing chat with the person you want to call or start a new chat.
* At the top right of the chat window, you’ll find a phone icon. Click on it to initiate an audio call.
* You can also click the video camera icon to start a video call.

**4. Using the Command Box:**

* Click in the search bar at the top of the Teams window (also known as the command box).
* Type `/call` followed by the name or phone number of the person you want to call. For example, `/call John Smith` or `/call 15551234567`.
* Press Enter. Teams will automatically initiate the call.

**5. Speed Dial:**

* In the **Calls** tab, you can create a speed dial list of frequently called contacts.
* To add a contact to your speed dial, hover over their name in the contact list and click the three dots (ellipsis). Select “Add to speed dial.”
* Your speed dial contacts will appear at the top of the **Calls** tab, making it quick and easy to call them.

## Receiving Calls in Microsoft Teams

When someone calls you in Teams, you’ll receive a notification on your screen, along with an audio alert. Here’s how to handle incoming calls:

**1. Answering a Call:**

* Click the **Answer** button (usually a phone icon) to accept the call.
* If it’s a video call, you can choose to answer with video or without video.

**2. Declining a Call:**

* Click the **Decline** button (usually a red phone icon) to reject the call. The caller will typically be sent to voicemail (if configured).

**3. Ignoring a Call:**

* If you don’t click either the Answer or Decline button, the call will continue to ring for a set period of time (determined by your Teams settings). After that time, it will typically be routed to voicemail.

**4. Voicemail:**

* If you miss a call, the caller can leave a voicemail message.
* To access your voicemail, go to the **Calls** tab. You’ll see a list of your voicemails, with the most recent ones at the top.
* Click on a voicemail message to listen to it. You can also delete, call back, or mark the voicemail as read.

## Call Controls and Features During a Call

Once you’re in a call, Teams provides a range of controls and features to enhance your communication:

**1. Muting/Unmuting Your Microphone:**

* Click the microphone icon to mute or unmute your microphone. A red line through the microphone icon indicates that you are muted.
* Use the shortcut **Ctrl+Shift+M** (Windows) or **Cmd+Shift+M** (Mac) to quickly toggle your microphone on or off.

**2. Starting/Stopping Your Video:**

* Click the camera icon to start or stop your video. A red line through the camera icon indicates that your video is off.

**3. Sharing Your Screen:**

* Click the **Share** button (usually a screen icon with an upward arrow) to share your screen with the other participants in the call.
* You can choose to share your entire screen, a specific window, a PowerPoint presentation, or a whiteboard.

**4. Opening the Chat Window:**

* Click the **Chat** bubble icon to open the chat window for the call. This allows you to send text messages, share files, or post links during the call.

**5. Showing Participants:**

* Click the **Show Participants** icon (usually two silhouette icons) to see a list of everyone who is on the call.
* From the participant list, you can mute individual participants, remove participants from the call, or invite others to join.

**6. Raising Your Hand:**

* Click the **Raise Your Hand** icon (usually a hand icon) to signal that you have a question or comment. This is particularly useful in larger meetings to avoid interrupting the speaker.

**7. More Actions:**

* Click the three dots (ellipsis) for a menu of additional actions, such as:
* **Hold:** Places the call on hold.
* **Transfer:** Transfers the call to another person or phone number.
* **Consult then Transfer:** Allows you to speak privately with another person before transferring the call to them.
* **Start Recording:** Records the call (requires appropriate permissions).
* **Turn on Live Captions:** Provides real-time captions of the call audio.
* **Dial Pad:** Opens the dial pad for entering numbers during the call (e.g., for navigating automated phone systems).
* **Blur My Background:** Blurs your background in a video call to minimize distractions.

**8. Ending the Call:**

* Click the **Hang Up** button (usually a red phone icon) to end the call.

## Advanced Calling Features in Teams

Teams offers several advanced calling features that can further enhance your communication capabilities:

**1. Call Groups:**

* Call groups allow you to route incoming calls to a group of people simultaneously. If one person in the group answers the call, it stops ringing for the others.
* This is useful for teams that share responsibility for answering calls, such as customer support or sales teams.

**2. Auto Attendants:**

* Auto attendants provide automated menus for callers to navigate to the correct person or department.
* They can be configured to play custom greetings, offer options for different departments, and even route calls based on the time of day.

**3. Call Queues:**

* Call queues hold callers in a virtual waiting room until an agent is available to answer their call.
* They provide information to callers about their position in the queue and estimated wait time.
* Call queues are essential for managing high volumes of incoming calls in customer service environments.

**4. Delegation:**

* Call delegation allows you to designate another person as your delegate, giving them the ability to make and receive calls on your behalf.
* This is useful for executive assistants or other individuals who need to manage calls for their superiors.

**5. Group Call Pickup:**

* Group call pickup allows users to answer calls ringing for their colleagues.
* This feature is helpful in situations where someone is away from their desk or unavailable to answer their phone.

**6. Voicemail Transcription:**

* Teams can automatically transcribe voicemail messages, allowing you to read the message instead of listening to it.
* This is a convenient feature for quickly scanning voicemail messages and prioritizing your responses.

**7. Do Not Disturb (DND):**

* Enable Do Not Disturb mode to block all incoming calls and notifications. This is useful when you need to focus on your work without interruptions.
* You can customize your DND settings to allow calls from certain people or to set a specific duration for DND mode.

**8. Presence Status:**

* Your presence status in Teams indicates your availability to others. It can be set manually (Available, Busy, Do Not Disturb, Away, Offline) or automatically based on your calendar and activity.
* Setting your presence status correctly helps others know when it’s appropriate to call you.

## Troubleshooting Common Calling Issues in Teams

Even with a properly configured setup, you may occasionally encounter issues with calling in Teams. Here are some common problems and their solutions:

**1. No Audio or Poor Audio Quality:**

* **Check your microphone and speaker settings in Teams:** Ensure that the correct devices are selected and that the volume levels are appropriate.
* **Test your microphone and speaker:** Use the test feature in Teams settings to verify that your audio devices are working correctly.
* **Close other applications that may be using your microphone or speaker:** Some applications can interfere with Teams’ audio functionality.
* **Check your internet connection:** A poor internet connection can cause audio distortion or dropouts.
* **Restart Teams or your computer:** This can often resolve temporary software glitches.
* **Update your audio drivers:** Outdated audio drivers can cause compatibility issues.

**2. Cannot Make External Calls:**

* **Verify your licensing:** Ensure that you have the appropriate licensing to make calls to external phone numbers (PSTN).
* **Check your phone number assignment:** Confirm that your administrator has assigned a phone number to your Teams account.
* **Contact your IT support:** If you are still unable to make external calls, there may be an issue with your organization’s Teams configuration.

**3. Cannot Receive Calls:**

* **Check your call forwarding settings:** Ensure that calls are not being forwarded to another number or device.
* **Verify that you are signed in to Teams:** If you are not signed in, you will not receive calls.
* **Check your Do Not Disturb settings:** Make sure that Do Not Disturb mode is not enabled.
* **Contact your IT support:** There may be an issue with your organization’s Teams configuration or your phone number assignment.

**4. Echo or Feedback During Calls:**

* **Use a headset:** This is the most effective way to eliminate echo and feedback.
* **Lower your speaker volume:** If you are using speakers, reduce the volume to minimize the chance of feedback.
* **Mute your microphone when you are not speaking:** This can help prevent echo from being transmitted to other participants.
* **Ensure that you are not too close to your microphone or speakers:** This can cause feedback.

**5. Call Drops Frequently:**

* **Check your internet connection:** A weak or unstable internet connection is the most common cause of dropped calls.
* **Close other applications that may be consuming bandwidth:** Streaming video, downloading large files, or running other bandwidth-intensive applications can interfere with Teams’ performance.
* **Restart your router or modem:** This can often resolve temporary network issues.
* **Contact your internet service provider:** If you continue to experience frequent call drops, there may be an issue with your internet service.

**6. Problems with Screen Sharing:**

* **Ensure that you have the latest version of the Teams app:** Older versions may have compatibility issues with screen sharing.
* **Close unnecessary applications:** Running too many applications can strain your system resources and cause problems with screen sharing.
* **Update your graphics drivers:** Outdated graphics drivers can cause compatibility issues with screen sharing.
* **Grant Teams permission to access your screen:** In some operating systems, you may need to explicitly grant Teams permission to share your screen.

## Tips for Effective Calling in Teams

Here are some additional tips to help you get the most out of calling in Teams:

* **Use a headset for optimal audio quality.**
* **Mute your microphone when you are not speaking to reduce background noise.**
* **Use video when appropriate to enhance communication and build rapport.**
* **Share your screen to collaborate effectively on documents and presentations.**
* **Use the chat window to share links, files, and notes during calls.**
* **Take advantage of advanced features like call groups, auto attendants, and call queues to streamline your communication workflows.**
* **Regularly check your Teams settings to ensure that your audio and video devices are configured correctly.**
* **Stay up-to-date with the latest Teams features and updates.**

By following these guidelines, you can master calling in Microsoft Teams and improve your communication and collaboration with colleagues, clients, and partners. Teams calling offers a powerful and versatile platform for staying connected in today’s dynamic work environment. Remember to explore the various features and settings to customize your experience and optimize your workflow. Regular training and internal knowledge sharing can also contribute to a more proficient and efficient use of Teams calling across your organization.