University telephony system upgrade
Connected from anywhere - your work phone at your fingertips
We're upgrading
Modern features, more mobility, greater connectivity
We're future-proofing
A long-term cost-effective solution
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Greater data security, end-to-end encryption and spam detection
About
Concordia is upgrading its telephony system. We will be transitioning to MS Teams softphones, bringing a new and efficient system for a more up-to-date connected campus.
What is a softphone?
A softphone is a software application that allows you to make and receive phone calls from your computer, smartphone or tablet via the MS Teams app - no traditional physical phones needed.
Benefits of MS Teams softphones
- Anywhere access: Make and receive calls over the internet, making it easier to connect on campus, at home or on the road.
- Unified communication: Voice calls are built into Teams alongside chat, meetings and file-sharing.
- Smart call handling: Features like forwarding, voicemail-to-email and presence indicators keep you efficient.
- Eco-friendly: Fewer desk phones means less hardware and e-waste.
- Cost savings: Lower infrastructure and maintenance expenses over time.
Physical MS Teams phones versus MS Teams softphones
Depending on whether the telephone is used by one or more people, you may be migrating to a physical MS Teams phone in lieu of a softphone.
What is the difference?
- A physical MS Teams phone looks and feels like a traditional desk phone. It has its own handset or speakerphone, display and buttons, and connects over ethernet or Wi-Fi. It lives on your desk as a standalone device and does not require your computer to function.
- In contrast, an MS Teams softphone is a calling feature that will be added to your Teams app on your computer, tablet or mobile device. Because it lives in the Teams app, it goes wherever you go (e.g. a laptop at home, a tablet in a meeting room or your mobile phone).
Migration to MS Teams phone key info
- Your unit lead will be informed of the exact week of your team’s phone migration.
- Most migrations will happen on a Thursday; the project team will confirm your exact date in advance.
- There will be no downtime when you migrate; it will happen overnight and be fully functional when you start work the next day.
- The first migration is for softphones only. All physical phones, whether for shared and common areas or individuals, will be migrated later in the year. The people and places keeping physical phones will retain their current CISCO phones until further notice.
- Important! Please keep your old, physical phone in storage – do not dispose of them; the project team will collect them in the fall of 2025.
Training and support
- A general training will be given to all unit members before the migration. It will be recorded for anyone unable to attend.
- Extra training will be offered to users who manage a high volume of phone calls.
- We recommend that users who are new to MS Teams register for an introductory session in advance.
- Post-migration drop-in & set up support - we will provide online drop in sessions and the option to access the IT training rooms to practice on dummy accounts.
Find all training materials, including recordings of trainings that you might have missed, in QuickAccess, an application which offers in-app support. Learn more about QuickAccess and watch their how-to video.
Important dates
- November 25, 2024: Telephony pilot opens
- April 2025: University-wide telephony needs assessment
- June – November 2025: Phased unit-by-unit training and migration to MS Teams softphones
FAQ
When will the switchover to Teams phones take place?
We will begin the migration for each department or service in the spring of 2025. You will receive the necessary information and training before the transition begins.
I'd still like to have a regular physical phone. How can I get one? Is there a charge?
Anyone can still have a physical phone, however the department will be charged for any optional phones (preference over need). These requests were recorded in the needs assessment form. Shared phones and common area phones will be replaced with physical MS Teams phones as part of the upgrade.
What is the difference between Microsoft Teams and Microsoft Teams Telephony?
Microsoft Teams lets you chat, hold meetings, and make video and audio calls within Concordia. Microsoft Teams Telephony is the new feature which adds to this functionally by connecting to the external Telephone system, allowing you to make calls outside of Concordia like a traditional physical phone.
Will I be able to call abroad?
If you can make calls abroad with your current phone, you'll also be able to do so with your Teams phone.
Will I be able to make calls outside the university and call people who use regular phones?
Yes.
What features will the new system offer (voicemail, speed dialing, etc.)?
Teams telephony will offer most of the features of the current system, as well as some new ones, such as call blocking.
Will I be able to transfer a call from my computer to my mobile device while I'm on the phone if Teams is installed on both devices?
Yes.
What happens if I receive a call when my computer is switched off?
The call will be transferred to any other device on which Teams is installed, and if all devices are switched off, the call will go to voicemail.
What happens if I receive a call while my computer is on, but the Teams application is not open?
If Teams is installed and you are signed in, even if the application is not open, the call will ring on your computer and a notification will pop up. Otherwise, the call will be transferred to your voicemail.
Where will my voice messages be stored?
Your voicemail messages will be stored in Microsoft Exchange and delivered to your Outlook inbox as an email with a link to the recorded message.
Can calls be recorded?
No; this feature is not available.
If call recording is something that you need for your work, please open a ticket with help@concordia with the request and your reasons.
How long will my voicemail recordings be kept?
Voicemail messages will be retained and available for 90 days. After that, they will be deleted and no longer accessible.
Will I keep my telephone extension number?
Yes, you will keep the same extension number. If you do not currently have an extension number, you will not receive a Teams phone.
I don't have an extension; how do I get a Teams phone?
Anyone who doesn't have an extension and would like to use a Teams phone can request an extension using the current procedure unless the request was already made in the Needs Assessment form.
We have some extensions that were removed when employees left. Can these numbers be restored?
Yes, these extensions can be reinstated. Please contact the technical support team to request reactivation. They will verify the availability of the numbers and guide you through the process.
My computer is old and/or my audio or microphone doesn’t work so I can’t use Teams. What now?
The new MS Teams telephony system requires functional audio hardware to operate. If your equipment is old and not functioning properly, please send a ticket to IITS to assess the state of your computer. All computers should have the capacity to use MS Teams. Please note that units are responsible for arranging this with IITS directly, not the Telephony Project team.
I need a headset; how do I get one?
If this requirement was not included in the Needs Assessment, your department will be responsible for purchasing one.
Are there any compatibility issues I need to take into account if I want to download Teams to my mobile device and use Teams telephony on it?
The system requirements for Teams telephony are the same as for Teams.
I don't use Teams; I only use Zoom and email. What will happen?
You'll still be able to use these other communication tools, but if you want to make and receive calls and you currently have an extension number, you'll need to download MS Teams to use your phone extension.
I never use my phone. Do I have to switch to the new system?
If you don't currently use a phone, but have an extension number, you'll automatically have access to Teams telephony when you need it. If you don't have an extension, nothing will change for you unless you request an extension in the usual way.
What about the phones in conference rooms and labs?
Through the needs assessment, each unit will assess whether these phones are still needed, and where appropriate they will be replaced with physical Teams phones.
I use a shared phone line. How will this be handled?
The technical team will assess the best option in each individual case, but shared phones will usually be replaced by a physical phone. Everyone will have access to the telephone services they need.
What will happen to the fax machines?
The University's infrastructure is currently being upgraded to support analog lines, such as fax machines. Your fax machine will continue to work after the migration.
I have a question about the accessibility of Teams phones. Where can I find out more?
See the information published by Microsoft on this subject.