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What is a Telephone Service Request for Teams Voice?

If you need to manage Teams Voice telephone services, you will need to submit a Telephone Service (Teams Voice) Request.

These changes will include the following:

• An employee has joined the University and needs to establish new Teams Voice service
• An employee has left the University and needs to disconnect existing Teams Voice service
• An employee is transferring to a different department within the University and needs to update billing information associated with their Teams Voice service
• As this new request has replaced the old telephone service request, miscellaneous requests for those still on the legacy telephone system should be submitted using this form as well.

The request form is used specifically for enabling external calling capabilities in Microsoft Teams Voice.

• All employees are provided with basic Teams Calling as part of onboarding, which includes internal calling features but does not include the ability to call or receive calls from outside numbers. No request is needed for this service.
• External calling in Teams Voice is available for employees who need to make or receive calls to or from outside numbers. External calling capability must be requested using this form. With external calling, users can dial phone numbers outside of Auburn University, receive incoming calls from external numbers, and use enhanced features such as voicemail, call forwarding, and call transfers to external contacts. External calling is typically used by employees who need to communicate regularly with individuals or organizations outside of Auburn University as part of their job function. By default, external calling includes domestic US dialing only. If international dialing is needed, please request this feature in the "Additional Information" field of the request form.
• Note: With external calling, an employee will be assigned a phone number that will move with them throughout their career at Auburn (i.e. if the employee changes departments, their number moves with them). Only main department numbers will remain with departments.

Where can I find this request form?

Effective November 3, 2025, The request form can be found by searching for "Telephone Service Request" from the auburn.edu/oit homepage and choosing the Telephone Service (Teams Voice) Request catalog item. The shortcut for the request is aub.ie/tsr.

How to Complete the Telephone Service (Teams Voice) Request Form:

1. Before you complete the request:
   • Consult your department’s billing coordinator regarding any applicable monthly fees. You will also need to obtain your department’s FOP (Fund, Organization, Program) code for billing purposes, as it is a required field on the request.
   • Make sure to review the Microsoft Teams Voice Guide for a full overview of Teams Voice features and options.
    
2. Contact Information
   • The “Who is this request for?” field will default to the employee signed into ServiceNow from the OIT homepage. To change the contact name, enter the employee’s username or name. You can also adjust the preferred contact number and preferred email address, if needed.

   

    
3. MS Teams Voice Service Options
   • New Service – choose the new service option to request new Teams Voice service for an employee.
   • Delete Service – choose the delete service option to delete/disconnect existing Teams Voice service for an employee.
   • Transfer Service – choose the transfer service option to change the billing FOP associated with existing Teams Voice service for an employee. For example, if an employee is moving departments within Auburn University, choose this service option. You will be prompted to enter the new department’s billing FOP in the next field.

   

    
4. Billing Information
   • To enter an existing FOP, leave the dropdown as “Use a registered FOP or Tenant ID” and enter the FOP in the Fund-Org-Program field.

     

   • If you are using a new FOP that is not in ServiceNow, select “Add & use a new FOP” from the dropdown, and enter your Fund, Organization, and Program numbers in the provided fields.

     

      
5. Additional Information
   • In this section, you can provide any additional information that the telephone technician or telephone support team may need to help fulfill your request. Note: If an employee needs international calling, it would need to be stated in the additional information field.

   

    
6. Add attachments
   • This is an optional selection where you can click the paper clip icon to add attachments if needed.
    
7. Once you have all fields completed, scroll to the top and click “Submit.” If you are missing information, it will appear in red, underneath the button. Once submitted, your request will be reviewed by the telephone team, and you will be contacted with the next steps.

   

    

For any questions related to the Telephone Service (Teams Voice) Request form, contact the IT Service Desk at (334) 844-4944.