Quick reference guides with screenshots are available for various Teams Voice topics and scenarios. Click the corresponding button below to drop down and view the specific quick reference guide related to Teams Voice Call Management.
Call Management - Hold and Transfer
To Place a Call on Hold:
1. Select Hold from the top control bar.
2. A resume button will appear in the control bar when you have placed a call on hold. Tap Resume to retrieve a call.
To Transfer:
1. Select Transfer from the top control bar, then select Transfer again.
2. Search for someone by name (if internal) or dial a number to transfer to an external recipient. Transfer to a recipient's voicemail or alternative phone number by clicking on the dropdown next to transfer.
Note: "Ring back if there's no answer" is only available when transferring the call Teams-to-Teams. This causes a call to ring back to you instead of going to voicemail if the next person doesn't answer.
To Consult then Transfer:
1. Start the process by clicking Transfer in the call window and selecting Consult then transfer.
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- Consult then transfer = The user has a chat or a call with the receiving user before sending the caller to their line.
- The caller is automatically placed on hold upon clicking Transfer.
2. Type the number or the name of the intended recipient. If internal, click their name when you see it.
3. Instead of transferring the call, you will select how you wish to consult with the receiving user.
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- Click Chat to consult via chat.
- Click the drop-down arrow to consult on another phone line.
When consulting via chat, you will see a Transfer button and a drop-down arrow to indicate the receiving user's preference for the transfer to complete the call.
Blocking and Managing Unwanted Calls
Blocking an Unwanted Call:
1. In your Call History, click the more options menu next to the unwanted call/number and select Block. Note: You can only block external callers.
2. The number/caller will be added to your blocked list in Settings.
Managing Blocked/Unwanted Calls:
1. In the top, right corner of your Teams application, click the more options menu and then Settings.
2. In the Settings menu, select Privacy.
3. To review your blocked contacts, click Edit Blocked Contacts.
4. To unblock a call/number, click Unblock.
Call Management - Call Merge
Merge a Call:
Whether you have received a new call while actively on a call, or if you have made a second outgoing call, the Call merge feature will allow you to merge these two calls into one.
1. From the active call, access the ellipsis and select Merge Calls.
2. A new window will appear, allowing you to choose which call to merge. Select the other caller and click Merge.
3. You will now see both calls in one call window. If appropriate, you can Leave the call, leaving the other lines still together on the call.
4. Note: When merging two calls together and/or adding a new caller to an existing call, the call is elevated to an audio conference. To remove one of the callers during the call, access the People menu to remove the caller.
Call Management - Call Park
Parking a call puts the call on hold and provides a code that you can provide to another person to retrieve the call.
Use Call Park in the Desktop Application:
From an active call on a PC or laptop, select the three dots (More Options menu).
To park a call:
1. From an active call, select More...
2. Select Park Call to place the call on hold from one device and retrieve it from another device.
To retrieve a call:
1. In the Calls menu, click Parked calls under the dial pad.
2. Enter the code and click Pick up. The call window will automatically open, and the call will be active.
Use Call Park in the Mobile App:
To park a call:
1. From an active call, select the ... (three dots) button at the bottom of the screen.
2. From the pop-up menu, select Park call. You will receive a confirmation that the call is parked and the park code.
To retrieve a call:
1. Within the Calls menu of the app, click the Phone+P icon in the top right corner.
2. Enter the code when prompted and tap Pick up.
3. It will appear as if you are making a call, but the parked call will become active on your device.
Notes on Call Park:
If you ever need to go back to a parked call and forgot the code, you will see the call and the Copy code button in your call history.
If a parked call is not picked up within several minutes, the number calling will ring back to the line that placed it on park.