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. 

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.
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
What is the timeline for implementing Microsoft Teams calling?
We anticipate finalizing Ft Wayne’s conversion by late spring 2026.  Purdue Northwest, West Lafayette, and Indianapolis should begin around June 2026, with all sites fully transitioned by Summer 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, an international calling license must be assigned to your account. Create a service ticket at service.purdue.edu to make the request.  Only users that need international calling as part of their position will get international calling licensed to their account.
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.
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.
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
Is there any training on how to use Teams for those faculty 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/office/overview-of-teams-calls-425d6970-6e27-47b6-bc61-4c38fff51c4f
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