Microsoft Teams - Calling FAQs


The City of Round Rock will begin transitioning to Teams calling on Monday, January 11th at 9:00 am. 

Frequently Asked Questions:

What is Teams calling?

Watch this short video for a demonstration.

How do I use Teams calling?

Watch this short video for a demonstration.

Where do I access more advanced information?

Watch this short video on Hold, Park, and Transfer or this 30 minute video on Phone System + Meetings & Calling 101 Training 

What do I need to make a Teams call?

All you need to call is your computer, laptop, or Teams app on your smart phone.  Most computers and laptops have a built in microphone and speaker that can be used for Teams calling.

How should I make internal calls?

Effective immediately - We recommend that all City of Round Rock staff utilize Teams to call internally.  This is regardless of if you still have a desk phone or not.  It will make your transition to Teams for external calls more comfortable if you use Teams now rather than waiting until your phone no longer functions.

What if I want a headset or earbuds for privacy?

Departments are responsible for providing accessories for calling.  The recommended headset is here.

Earbuds with a microphone and 3mm pin can also be used.  For example, older style iPhone earbuds.

How do I get my voicemail?

From the Teams app, select Calls > Voicemail


How do I set up a voicemail message and forward my phone?

From the Teams app click on your picture (or initials) in top right, select Settings > Calls 


Do I need to dial 9 to get an outside number?

No, that is not required for this type of calling.  

How do I dial 9-1-1?

You can dial 9-1-1 from any Teams app; however your location is static based on your desk location.  It is recommended to dial 9-1-1 from your phone and not from the Teams app if you are away from your desk.

Can I continue to answer my department's main number on Teams?

Yes, calls to your department's main number will continue to be routed to designated staff.  The Teams interface will notify via pop-up notification of an incoming call from the main number.

Can outbound department main numbers display when calling from various extensions?

Main numbers can be configured to display caller ID when the call originates from a department phone.  Contact IT with questions.

What if I cannot find the dial pad to use calling options?  For example, push 1 to hear English options.

Be sure to utilize the dial pad from the active call and not the dial pad to make a call.  Each call with have an active window with a dial pad when applicable.

What if I cannot make external calls in Teams after my department transitioned to Teams calling?  Only internal calls work.

If a user did not have a phone number prior to migrating to Teams calling (kiosk users), then the user will not be licensed to make external phone calls on Teams.

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