Information Services shares updates on Teams calling

After reviewing the feedback survey conducted last year, Information Services has shared that the University of Oregon's phone service on Microsoft Teams has made progress and received positive remarks. However, Information Services has also acknowledged that there are still some hurdles to overcome.

During June 2023, Information Services reached out to all individuals utilizing the Teams calling service, requesting participation in a feedback survey. Out of the approximate 4,400 individuals contacted, a total of roughly 550 individuals replied, accounting for almost 13 percent of those contacted.

Melody Riley, the associate chief information officer for enterprise solutions, expressed her gratitude to all the individuals who shared their feedback. She acknowledged that while the feedback may not have been acquired through a representative survey sample, it provides valuable insight into the experiences and requirements of the UO community.

Several people mentioned that they enjoyed how simple it was to make calls on Teams as well as the usefulness of having their phone service included in the versatile Teams application. They also appreciated the automatic transcription of voicemails, the ability to use the Teams app on their mobile devices, and the inclusion of features like speed dial, call history, and a searchable directory of UO contacts.

Different remarks expressed annoyance regarding disruptions in service, earphones, exhaustion caused by changes, and acquiring proficiency in unfamiliar technologies.

Teams calling has recently seen some issues getting resolved. Riley pointed out three enhancements Microsoft has implemented in the Teams calling feature since UO first came out.

Microsoft has made noteworthy enhancements and modifications, which are well-suited for their current standing as the top supplier of unified communications, as stated by Gartner, a technology research and advisory firm.

Riley mentioned that the adjustments aim to resolve some of the most common grievances expressed by the UO community. He expressed his belief that Microsoft has been quick to act based on the feedback they have received from their customers, which includes insights we have contributed.

Teams calling users at UO encounter various challenges, but these can be resolved by providing the correct guidelines or seeking assistance from UO IT personnel.

The UO Service Portal's Teams calling category has lots of helpful tips for utilizing voicemail, fixing call issues, and so on. Apart from the innovative "busy on busy" option allowing for changes to incoming call settings, Teams presents an array of other methods to deal with call notifications, including selecting the "do not disturb" mode when needed.

Information Services has recently made efforts to assist UO's technologists in identifying issues by investing in technical education and conducting a comprehensive evaluation of the Teams service performance within the UO.

At present, the personnel provides training sessions regarding calling on Teams during the initiation of new faculty and staff, and is also available to deliver sessions upon demand.

Furthermore, a modification was made by Information Services on June 3 to enhance UO's virtual private network for Teams calls. The staff is keeping a watchful eye on the progress of this change and those encountering issues with Teams calls through UO VPN - which is a frequent problem - can test the VPN connection using split tunnel before initiating the call. This enables the call to bypass the VPN.

Riley accepted that there are still some difficulties to be dealt with and encouraged folks to keep sharing any problems they face while using Teams calling. To add on, giving feedback on the call quality when the Teams app asks for it can offer useful information to the UO staff. Additionally, it's beneficial when individuals notify the UO network of any issues they encounter.

According to Riley, when you tell us about your problems and offer feedback, it assists us in recognizing trends, identifying issues, and working to solve them. We approach these concerns with deep gravity.

If you require assistance with Teams calling or would like to provide feedback, you can raise a ticket via the UO Service Portal's Microsoft Teams support page or reach out to the IT personnel responsible for your department.

Blog post written by Nancy Novitski from the University Communications Department.