Phone Help
Frequently Asked Questions (FAQ)
General
1. General
- Q1. What is Teams Voice & SMS
- It is a Voice and SMS solution integrated into Microsoft Teams. It allows you to make and receive phone calls, send and receive SMS messages, and manage customer communications directly within the Teams interface.
- Q2. Who can use Teams Voice & SMS
- Teams Voice & SMS is available to authorized users in the Company who have:
- A valid Microsoft 365 / Teams account, and
- Been enabled by IT or an administrator to use the Voice and SMS features.
- If you believe you should have access but don’t, please contact your IT helpdesk.
- Q3. On which devices can I use Teams Voice & SMS
- You can use Teams Voice & SMS on:
- Microsoft Teams desktop app (Windows/Mac)
- Microsoft Teams web app (supported browsers)
- Microsoft Teams mobile app (iOS/Android), where enabled
- Some features (like SMS) may be limited on certain devices depending on your organization’s configuration.
Getting Started
2. Getting Started
- How do I sign in to Teams Voice & SMS
- Open Microsoft Teams.
- Go to the Apps section (left-hand sidebar) and select Teams Voice & SMS (or the icon provided by your IT team).
- If prompted, sign in with your Microsoft 365 account and accept the requested permissions.
- Once signed in, you should see your Voice and SMS dashboard.
- Why does Teams Voice & SMS ask for permissions in Teams?
- Teams Voice & SMS needs permissions to:
- Display and manage calls
- Read basic Teams profile information (name, email, etc.)
- Send and receive messages through approved telephony/SMS providers
- These permissions are limited to what is required for the service to function. See our Privacy Policy for more details.
- Do I need a special license or phone number?
- Yes. Your organization may assign:
- A Teams phone license / calling plan
- One or more dedicated phone numbers for voice and SMS
- Licenses and numbers are managed by your IT or system administrator. If you are missing a number or license, contact our Support Contact.
Making and Receiving Voice Calls
3. Making and Receiving Voice Calls
- How do I make an outbound call?
- Open Teams Voice & SMS within Teams.
- Click the Dialer or Call tab.
- Enter the phone number (including country code if required) or search for a contact.
- Click Call.
- The call will be placed through Teams and you can use your usual headset or device audio.
- How do I receive incoming calls?
- When someone calls your assigned number:
- You’ll see an incoming call notification in Teams.
- Click Accept to answer or Decline to reject the call.
- If configured, declined or unanswered calls may be routed to voicemail or another user/queue.
- Can I transfer calls to another user or department?
- Yes, if your organization enables call transfer:
- While on a call, select More actions (⋯) or Transfer.
- Search for the user, group, or queue you want to transfer to.
- Choose Consult and transfer if you’d like to speak first, or Transfer to send the call immediately.
- Is there call recording?
- Call recording may be enabled depending on policy. If enabled:
- You may see a Record button during a call.
- A notification will usually appear if recording is active.
- Always follow your company’s policies and any applicable laws when recording calls. If unsure, ask your manager or compliance team.
SMS Messaging
4. SMS Messaging
- How do I send an SMS from Teams?
- Open Teams Voice & SMS in Teams.
- Go to the SMS or Messages tab.
- Click New Message.
- Enter the recipient’s mobile number (with country code) or select from your contacts (if supported).
- Type your message and click Send.
- How do I receive SMS replies?
- Incoming SMS messages to your assigned number(s) will appear in:
- The SMS / Messages tab in Teams Voice & SMS, and/or
- Dedicated conversation threads per contact.
- You can reply directly from the same thread.
- Are there any costs for SMS?
- Standard message and data rates may apply depending on your organization’s telephony agreement. Users are not typically billed personally, but please follow company policies regarding responsible use.
- Ask your manager or IT team if you’re unsure.
- How do customers opt in to SMS messages?
- Customers opt in by:
- Providing their mobile number and agreeing to terms on a form or web page, or
- Texting a defined keyword (if your organization uses keyword-based opt-in).
- Your organization must have a valid consent process in place. If you’re unsure, check your training materials or speak to your manager.
- How can customers opt out of SMS messages?
- Customers can opt out at any time by replying STOP to any SMS message.
- They will receive a confirmation message that they have been unsubscribed and will no longer receive messages for that program.
- What should I do if a customer asks me to stop messaging them in another way (email, phone, etc.)?
- If a customer verbally or in writing asks to stop receiving SMS:
- Immediately stop sending them messages.
- Update their communication preferences in your CRM/line-of-business system, and/or
- Notify the appropriate team (e.g., data privacy, CRM admin) according to your internal process.
Help and Support
5. Help and Support (HELP / STOP keywords)
- What happens if a customer texts HELP?
- When a customer sends HELP to your SMS number, they will receive an automated help message, for example:
- “The Company: For help with this SMS service, contact us at support@georgecpafirm.com. Message & data rates may apply. Reply STOP to cancel.”
- You should ensure the content matches your organization’s approved wording.
- What happens if a customer text: STOP?
- When a customer sends STOP:
- They will receive a confirmation message saying they have been unsubscribed.
- Future messages to that number for that program should be blocked, except for legally required messages (e.g., fraud alerts, where applicable and approved).
Privacy and Data Protection
6. Privacy and Data Protection
- What data does Teams Voice & SMS collect?
- Teams Voice & SMS may process:
- Your work identity (name, email, Teams ID)
- Phone numbers for you and your contacts
- Call metadata (time, duration, number dialed, etc.)
- SMS content and metadata
- All processing is done in line with the Company’s Privacy Policy and internal policies.
- Who can see my calls and messages?
- Depending on your organization’s configuration:
- Supervisors or administrators may have access to call logs, SMS logs, and recordings for operational, quality, or compliance purposes.
- Access is limited to authorized personnel and governed by policy.
- If you have concerns, speak to your manager or the data protection officer.
- Is my data shared with third parties?
- the Company uses trusted service providers (such as telecom and SMS gateway providers) to deliver calls and SMS messages, but:
- These providers act on the Company’s instructions.
- They are not allowed to use your data for their own marketing.
- For more information, refer to the Privacy Policy.
Troubleshooting
7. Troubleshooting
- I can’t see Teams Voice & SMS in Teams. What should I do?
- Try the following:
- Close and reopen Teams, or sign out and sign back in.
- Check the Apps section and search for “Teams Voice & SMS”.
- If it’s still missing, contact your IT helpdesk to confirm that your account is licensed and the app is assigned to you.
- My calls keep dropping or have poor quality.
- Possible causes include:
- Slow or unstable internet connection
- VPN or firewall restrictions
- Issues with your headset or device
- Try:
- Switching to a wired connection if possible
- Turning off VPN (if allowed by policy)
- Using a certified headset
- If issues persist, contact your IT/network support with examples (date, time, number).
- My SMS messages are not sending, or the recipient says they’re not receiving them.
- Check:
- The mobile number is correct and includes the country code.
- You have an active SMS-enabled number assigned to you.
- The recipient’s mobile plan and device support SMS.
- If everything seems correct, log the issue with [Support/IT] including:
- The recipient’s number
- Time of the message
- Any error message shown in Teams Voice & SMS.
- I received an error saying I am not allowed to send messages to this number or region.
- Your organization may restrict messaging to certain countries or number types. If you believe you should have access, contact your manager or IT team to review the policy.
Roles, Responsibilities and Good Practice
8. Roles, Responsibilities and Good Practice
- Can I use Teams Voice & SMS for personal calls and texts?
- No. Teams Voice & SMS is for business use only, in line with the Company’s acceptable use and communication policies.
- Are there any rules I should follow when using Voice and SMS?
- Yes. You should:
- Be professional and respectful in all communications.
- Only contact customers who have given appropriate consent.
- Immediately honor opt-out requests.
- Avoid sending sensitive personal information via SMS unless explicitly authorized and secured.
- What should I do if I think there has been a data breach or sent a message to the wrong person?
- Notify your manager and follow your internal incident reporting procedure immediately. Provide as much detail as possible (time, numbers, content sent) so that appropriate steps can be taken quickly.
Getting Further Help
9. Getting Further Help
- Who do I contact for technical issues?
- For technical issues (e.g., app not loading, call quality problems, SMS not sending), contact:
- Support Email: support@georgecpafirm.com
- Who do I contact with questions about privacy or compliance?
- For privacy, data protection or compliance questions, contact:
- Data Protection / Privacy Office: dpo@georgecpafirm.com
- Or consult the Company Privacy Policy.
- Customer Care / Support
- Support Email: support@georgecpafirm.com
November 2025
