Celebrating the success of the Teams Voice project

Thousands of colleagues can now make and receive external calls directly through Microsoft Teams, removing the need for desk phones and making it easier to stay connected wherever they work. The project is one part of a broader push to simplify our tools, reduce reliance on legacy systems and support more flexible, modern ways of working. 

What we’ve achieved 

A seamless rollout across campus

The project began with the rollout of Teams Voice to staff moving into the MECD building, followed by George Begg and John Garside buildings. As part of this transition, landlines were decommissioned, and staff were supported in requesting Teams Voice access where needed. 

In total, over 21,000 phone numbers were successfully migrated to the new platform. Thousands of new Teams Voice handsets were also deployed to ensure everyone had the tools they needed to stay connected. 

Enhanced calling capabilities 

Staff with a Microsoft A5 licence can now make and receive external calls using Teams on their PC, laptop, or mobile device. This shift has replaced traditional hunt groups with more efficient auto-attendant systems and call queues, improving how calls are routed and managed across departments. 

For colleagues not eligible for external calling, around 7,000 physical handsets were provided upon request, ensuring no one was left behind. 

Training and support at every step 

To support the transition, a comprehensive training programme was delivered, including bespoke sessions for senior managers. Recordings and learning materials were made available on the support site, alongside updated knowledge base articles and telephony ticketing processes. 

The Telecoms Liaison Officer (TLO) network was also expanded and refreshed, providing localised support and guidance throughout the rollout. 

A sustainable approach 

Sustainability was a key focus. Nearly 7,000 old handsets were recycled - equivalent to over 3,200kg of waste diverted from landfill. A video featuring Patrick Hackett, Registrar and Chief Operating Officer, encouraged further recycling, helping recover an additional 1,000 phones. 

Operational improvements 

The project introduced a streamlined uplift process, allowing non-eligible staff to request external calling. New starters with the correct licence now automatically receive a phone number and access to training resources. 

Call centre functionality was also enhanced. The ITS Support Centre went live with CXOne on 24th November 2024, offering improved queue management and a single request process for setting up new call centres. 

Behind the scenes upgrades

Significant work took place behind the scenes to future-proof our telephony systems. Analogue conference equipment was decommissioned in favour of digital alternatives. Over 1,800 non-voice devices were logged, with more than 1,000 decommissioned and the remainder secured on a resilient network. 

The University Switchboard was upgraded to a new platform, improving reliability, visibility, and service for both staff and external callers.  

Benefits and feedback 

As we closed out the Teams Voice project, we invited colleagues across the University to share their experiences through a stakeholder survey. The feedback was positive and confirmed the value of the work delivered, from improved flexibility to smarter call handling and a more sustainable approach to technology. 

The support site has transitioned to BAU but you will still be able to access training materials, FAQs, and guidance. For issues that require further help, please raise a ticket via the ITS Support Portal. 

Thank you to everyone who contributed to this successful transformation. Your support has helped shape a more connected, efficient and future-ready University.