Call Terminology

Accept Call

Start the call when someone calls your line by picking up the handset or clicking/tapping the Accept button.

Active Call

A call that has been accepted and is currently ongoing.

Decline Call

Decline an incoming call by tapping or clicking the red Decline button.

End Call

End an active call by placing the handset back in the receiver or click/tap the red Leave button.

Hold

Place active calls on hold by using the Hold button on the receiver or the Hold button on the handset screen. To pick up a call on hold, simply tap the Hold button again.

Transfer

Send the call to another person or office. Click here for transfer instructions using the handset.

Desk Phone

Handset

Refers to the physical phone apparatus at the help desk, including the physical buttons, the screen, and the receiver.

Sidecar

Refers to the “extra” screen attached to the switchboard handset.

Important Notes

Call Forwarding

This is different than transfer. If a person turns on call forwarding in their account, it means all calls to their line will either be sent directly to voicemail or sent to someone else they have added to their call group. Click here for more information on call forwarding and call groups.

Different methods to use Teams Phones

While the Help Desk primarily uses handsets for Teams Phones, many others on campus use the Teams Phones function exclusively in the desktop Teams app on their computer. Click here to watch a video on how the app version works.