Telephone Services
The University provides voice and calling services through Microsoft Teams softphone, enabling faculty and staff to make and receive internal, local and long-distance calls from their computer, tablet or mobile device.
Microsoft Teams softphone
Integrated directly into the Microsoft Teams app, Microsoft Teams softphone allows users to place and receive calls from their computer, smartphone or tablet, whether on campus or working remotely. Using your Teams softphone, you can make internal and external calls, manage voicemail, set out-of-office messages, and forward calls, among other features.
This service uses Voice over Internet Protocol (VoIP), which delivers phone service over the university’s data network rather than traditional telephone lines.
For most users, the Teams softphone replaces the need for a traditional desk phone while offering the flexibility to stay connected from virtually anywhere. In cases where a desk phone is required for your role, the University offers a Teams physical phone.
Voice services are intended primarily for official University business. Incidental personal use is permitted, provided it does not interfere with operations, generate additional costs, or conflict with university policies or employment obligations.
For information about accessing a physical phone, an analog line, long-distance services, see the Documentation section below.
Who can use it?
Faculty and staff at Concordia, as well as arms-length organizations who serve the university, and student associations and organizations who use university facilities as part of their activities.
How much does it cost?
There is no cost associated with this service.
How to get it
Departments, units and student organizations have a VOIP co-ordinator who is the main point of contact for telephone services. Reach out to them so that they can help assess your needs, including requests for desk phones or analogue lines. They will work directly with the IT Service Desk on your behalf.
Service availability
24/7
Documentation
This Microsoft Teams Telephony onboarding module in QuickAccess will help you get comfortable using the Teams softphone for your day-to-day communication. Click the “play’ button to watch the recording of the training or click on the “map” icon to see each quick guide, which provides step-by-step instructions for calling, setting up voicemail, and other features. Learn more about QuickAccess, our IT training platform and watch the QuickAccess how-to video.
A physical Microsoft Teams phone functions like a traditional desk phone, with a handset or speakerphone, display and keypad. It connects directly to the network and works independently of your computer.
Physical phones are provided only in limited cases, including:
when a user’s role cannot be supported by the Teams softphone
in shared spaces used by multiple users
in conference rooms
Contact your VOIP co-ordinator if you would like to learn more about this option. These phones, along with training on how to use them, will be available soon.
Analog lines are available for specific uses, including:
fax machines
alarm systems
elevator emergency phones
intercom systems
legacy desk phones in areas without Concordia network coverage
Please note that fax transmission is generally considered insecure and should not be used to send confidential or sensitive information.
Concordia’s online directory includes listings for faculty, staff, departments and fax numbers, and can be searched on the Concordia website. To request a change to your listing, contact your department’s VoIP co-ordinator. Only Concordia email addresses may be included in the directory.
Long-distance calling is an optional feature available with Concordia University phone services. Two plans are offered: North America (Canada and the U.S.) and International (worldwide calling). To place a long-distance call, dial the number as usual, including the country code and area code.
If your extension does not include long-distance access, your departmental VOIP co-ordinator can request it through the IT Service Desk.
FAQ
Microsoft Teams may display incorrect caller ID information if you have an outdated contact saved in Outlook.
What to do:
Open Outlook Contacts (or People in Outlook on the web).
Search for the colleague’s contact.
Delete or update any outdated or duplicate entries.
If the issue continues, contact the Concordia University IITS Service Desk at help@concordia.ca for assistance.
If the issue is with the fax machine, please contact your vendor or service provider. If you suspect a problem with the phone line, contact the IT Service Desk for assistance. A Voice Services technician will investigate and, if needed, visit on site to test and repair the line.
The dial pad in Microsoft Teams appears only when your account is licensed and voice calling is enabled. If it’s missing, contact the IT Service Desk to verify your setup and request activation if needed.