• Direct Routing | Voice Routing and Voice Routes

    This article provides guidance for Phone System administrators to set up Voice Routes and assign Voice Routing Policies to users within their or organisation. Voice Routing Policies determine how calls from a user will be routed. A Voice Routing Policy is made up of PSTN Usages, which are containers that…

  • Offboarding

    This article provides step by step guidance for organisations looking to offboard from the NHSmail Teams Phone System.  To offboard, a form is required to be submitted via the Phone System PowerApp. Offboarding 1. Once logged into the Phone System PowerApp, navigate to Offboarding from the navigation sidebar by expanding…

  • Phone System Administration | Assigning Numbers to Users

    This article provides guidance for NHSmail Phone System administrators on how to assign numbers to users within their organisation through the Phone System PowerApp. This article will cover: Individual Number Assignment Bulk Number Assignment Individual Number Assignment There are two ways to assign a number to a user: locating the…

  • Phone System Administration | Call Queues

    This article provides guidance for Phone System administrators to manage Call Queues for their organisations. This article will outline: Pre-requisites for Call Queues How to create and configure Call Queues (required settings and additional optional settings) How to edit Call Queues How to delete Call Queues Pre-requisites for Call Queues…

  • Phone System Administration | Caller ID

    This article provides guidance on creating and configuring custom Caller ID policies. Caller ID Policies Caller ID policies are used to change or hide the Caller ID when a phone call is made via Teams. This is done by creating a custom policy which provides an alternate number to display…

  • Introduction to NHSmail Teams Phone System

    This article provides a high-level overview of the Teams Phone System capabilities and connection options that are available to organisations on the NHSmail tenant. Teams Phone System allows external calling to Public Switched Telephone Network (PSTN) numbers directly from your Teams client using your nhs.net address. This introductory guide will…

  • Phone System Administration |Resource Accounts

    Introduction This article provides step by step guidance for Phone System administrators looking to configure Resource Accounts for their organisations. A Resource Account is a disabled user that can be used to represent resources. A Resource Account is required for each Auto Attendant or Call Queue. Resource Accounts may also…

  • Phone System Administration | Calling Policies

    This article provides guidance for Phone System administrators looking to create custom Calling Policies to control the calling features available to their users in Teams. Phone System administrators will be able to add, edit and custom Calling Policies specific to their organisation, in addition to assigning them to users. This…

  • Onboarding | Direct Routing

    Introduction This guide supports organisations wanting to onboard to the NHSmail Teams Phone System  and focuses upon the requirements to start using Direct Routing. Direct Routing is a way to provide connection to and from Microsoft Phone Systems to the Public Switched Telephone Network (PSTN). It allows you to make…

back to top