Microsoft Teams calling

If you are having problems with Teams call quality, the best way to resolve your issue is by using a test call. A test call will allow you to check all the features of Microsoft Teams are working as expected.

To make a test call with the desktop client, click the ellipsis (3 dots) next to your picture (avatar) in the top bar and select Settings, then Devices. Make sure that the right audio devices are selected for the test and then click Make a test call.

Teams will then makes the test call to automated service (bot). The automated service answers and allows you to record some words before playing the words back to you to check if the quality is acceptable. At the end of the call, you will see your test results.

This will give you a good indication of your connection status and will identify if there is issue particularity with your network.
 

When working remotely there are some considerations you will need to be to aware of:

Your home or remote network connection.

Microsoft teams relies on your remote connection to connect with other staff. If you're having issues with your calls dropping or having poor quality you can try the following to resolve the issue.

• Making an audio call rather than a video call.
• Move closer to your local network hotspot (Wi-Fi router).
• If possible try connecting to your internet via cable rather than Wi-Fi.
• If you share your home network with others in your household you may lose quality if someone else is performing a high bandwidth task (i.e., Download update or watching YouTube).
• If you have other nonessential apps (i.e., Spotify, YouTube) running in the background. This may impact your call performance. Try shutting down these applications to see if this improves the performance of your call.

When working remotely there are some considerations you'll need to be aware of:

Your home or remote network connection.

Microsoft Teams relies on your remote connection to connect with other staff. If you're having issues with your calls dropping out or poor quality you can try the following to resolve the issue.

• Make an audio call rather than a video call.
• Move closer to your local network hotspot (Wi-Fi router).
• If possible, try connecting to your internet via cable rather than Wi-Fi.
• If you share your home network with others in your household you may lose quality if someone else is performing a high bandwidth task (i.e., Download update or watching YouTube).
• If you have other nonessential apps (i.e., Spotify, YouTube) running in the background, this may impact your call performance. Try shutting down these applications to see if this improves the performance of your call.

Microsoft Teams Calling is embedded in Microsoft Teams. If required, you will receive a private phone number which is internet-based and will provide telephony capabilities beyond the UNSW community. If you are required to make calls to or receive calls from outside of the University but don't have a telephone number today, you will need to raise an IT Service Centre request. This may require approval from your manager/supervisor.
 

When you make an external call, by default your phone number will be displayed as Private or Anonymous. Should you require a public displaying phone number please raise a request through the IT Service Centre, opens in a new window.

It's also highly recommended you update your privacy settings in the UNSW Directory via My Staff Profile in MyUNSW, opens in a new window.   
 

Staff with external calling capability will be given access to dial national and Australian mobile numbers by default. If you require international dialing, you will need to raise a request through your faculty or division.
 

Yes. Download, opens in a new window and install the Microsoft Teams mobile app on your Apple iOS or Android mobile device. You will have the same level of access as you receive from your Teams desktop client.
 

If the UNSW network fails, your desktop softphone won’t work. The mobile Teams client will continue to work if you have a connection to the mobile network.

A failure of the UNSW network will be treated as a high priority situation and all efforts will be made to restore the network ASAP. In the absence of voice capabilities, each faculty, school, division and business unit will need to consider contingency arrangements, such as mobile phones.
 

Yes. If you're required to make calls to or receive calls from outside the University but don't have a telephone number today, you'll need to raise an IT Service Centre request. This may require approval from your manager/supervisor.
 

The following countries cannot be called by UNSW staff using Teams calling: 

• Country

  Congo

  Country

  Guinea Republic-M Orange

• Country

  Cuba

  Country

  Guinea Republic-M Others

• Country

  Cuba-M

  Country

  Guinea Republic-M Sotelgu

• Country

  Dominican Republic

  Country

  Jamaica

• Country

  Estonia

  Country

  Jamaica-M Digicel

• Country

  Estonia-M

  Country

  Jamaica-M Others

• Country

  Estonia-SS

  Country

  Kosovo

• Country

  Falkland Isl

  Country

  Latvia

• Country

  Gambia

  Country

  Latvia-Riga

• Country

  Guinea

  Country

  Latvia-SS

• Country

  Guinea Republic-M Cellcom

  Country

  Lithuania

• Country

  Guinea Republic-M Intrcel

  Country

  Mauritania

• Country

  Guinea Republic-M MTN

  Country

No. Physical fax machines cannot be supplied. Fax services are provided via the cloud-based UNSW Fax2Mail solution. You will need to fill in the attached form to set up an account.

• Fax2Mail account request, opens in a new window

Information on the Fax2Mail service:

• Fax2Mail Quick Reference Guide, opens in a new window
   

A Quick Reference Guide for the Audiocodes C435HD handset, opens in a new window.
 

Please complete the Teams Call Group Questionnaire form, opens in a new window and submit it to the IT Service Centre. If you are unsure how to complete the form, request assistance through the IT Service Centre.