NHSmail Teams Phone System Frequently Asked Questions (FAQs)

Contents

This article covers frequently asked questions about NHSmail Teams Phone System capability, including guidance on getting started, support on questions on key functionality, and some simple troubleshooting tips.

My organisation is interested in onboarding to the NHSmail Teams Phone System capability. How can we do this?

Local Admins of organisations can submit a request to be onboarded to the central NHSmail Teams Phone System capability via Helpdesk Self Service (HSS). There are licensing prerequisites required.

For more information on how to onboard, please visit the following articles:

• Onboarding | Calling Plans
• Onboarding | Direct Routing
• Licensing for NHSmail Teams Phone System

How do I gain access to the Phone System PowerApp?

Local Admins of organisations will need to first submit a request to be onboarded to the central NHSmail Teams Phone System capability via Helpdesk Self Service (HSS). Once this has been done, Phone System Admins (as identified by the Local Admin in the request form) will be added to a security group to provide access. Follow the steps below (these will also be provided via email once the Onboarding request has been completed) to gain access:

a. Open a web browser and access the following URL (this is required for the very first login): https://nhsmailprod.crm11.dynamics.com

b. Access Phone System App – https://apps.powerapps.com/play/8a521730-27a3-464c-b09d-3798e62ee61c?tenantId=37c354b2-85b0-47f5-b222-07b48d774ee3

c. On the fix connection popup, click on the fix connection links, sign in (if required) and then select ‘Allow’ to proceed.

What connection strategies are currently supported for external calling on the NHSmail Teams Phone System?

Currently, the NHSmail Teams Phone System capability supports both Microsoft Calling Plans and Direct Routing for external calling. For more information on this, please visit the following article.

Introduction to NHSmail Teams Phone System

Will my organisation need Licences to use the NHSmail Teams Phone System capability?

Yes, your organisation will need licences. For a full view of what these will entail, please visit the following article.

Licensing for NHSmail Teams Phone System

I am a Phone System Admin for my organisation. How do I access the Reporting capability within the Phone System PowerApp?

To access the Reporting capability, please ask your Local Admin to enable the policy toggle in the NHSmail Portal (see the User Policy Management guide).

How do I assign numbers to users in my organisation through the Phone System PowerApp?

There are a number of ways to assign numbers to users in your organisation. Please visit the following article on how to do this.

Assigning Numbers to Users

A member of staff has left my organisation. Will they still have access to use the NHSmail Teams Phone System capability for external calling?

The NHSmail platform operates a standardised Joiner, Mover and Leaver process which is detailed on the NHSmail support site here and driven through the NHSmail portal. The NHSmail Teams Phone System service will align with these standard processes.

As a Phone System Admin, where can I access training and guidance materials?

Training and guidance materials will be available on the NHSmail support site here. In addition to this, Teams guidance can also be found on Microsoft’s training and support portal.

Can the Caller ID of numbers and users be changed or masked?

Yes, this can be done by creating a Caller ID policy and applying it to users of your organisation. For more details on this, visit the following article.

Caller ID

Is there a limit on the number of Calling Policies I can create for my organisation?

Yes, each organisation will be able to create a maximum of 10 Calling Policies. For more information on how to add, edit and delete a custom Calling Policy, visit the following article.

Calling Policies