Using Microsoft Teams for outbound telephone calls

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What is Teams Phone System for outbound calls?

To support GP practices, NHS England are releasing Teams Phone System for outbound calls. This is a nationally funded service provided at no cost for organisations that have requested to participate. These organisations will be assigned Microsoft (MS) 365 Phone System and Calling Plan licences providing the option to make calls to external phones through the MS Teams platform. This service is independent of existing telephone systems.

Teams Phone System for outbound calls can be used through MS Teams to call the mobile or landline telephones of patients and other external contacts in a secure, straightforward way. It can be used for patient telephone appointments.

IMPORTANT NOTE:

You will only be able to place outbound calls to external phone numbers. Teams Phone System for outbound calls does not allow inbound telephone calls.

Teams Phone System for outbound calls is available for participating GP practices from December 2021. To find out whether you work for a participating practice and have access to Teams Phone System for outbound calls, please contact your Local Administrator.

Benefits of using Teams Phone System for outbound calls


Free up existing phone line capacity for incoming calls	Save time and reduce dialling errors by copying / pasting phone numbers into the dial pad	Integrated in MS Teams means no new technology to learn	No additional cost for participating GP practices

A secure way to reach patients and other external contacts	Available to use on desktop, web, and mobile applications	Patients only need access to their telephones to receive a call from their GP surgery

When is Teams Phone System for outbound calls most suitable for GP Practice Staff?

Existing practice telephone lines are full
You are using your personal mobile devices to phone patients
You have access to MS Teams on a computer or mobile device alongside the necessary headset, speakers or microphones
You work remotely

Key considerations

Teams Phone System for outbound calls is a supplementary service available to participating GP practices from December 2021
Teams Phone System for outbound calls is a service to be used for outbound calls to free up existing phone line capacity for inbound calls from your patients
Teams Phone System for outbound calls does not allow incoming calls to MS Teams from an external phone
Using Teams Phone System for outbound calls requires internet connectivity. See here for more details
Patients and other external contacts who receive your calls will see a withheld number and will not be able to return your call
Access to a microphone and speakers is required if the device being used does not have these inbuilt. A headset would be needed if privacy is required
You can only place calls to UK domestic landlines and mobiles using Teams Phone System for outbound calls
You are not able to record calls using Teams Phone System for outbound calls

Functionality of Teams Phone System for outbound calls

Teams Phone System for outbound calls offers a secure, straightforward way to call patients and other external contacts when practice telephone lines are full.

	Make outbound calls to patients and other external contacts through MS Teams		Use the Dial Pad to manually dial a phone number or copy/paste into the bar
	All calls are anonymised to stay safe and secure		Place a call on hold to pause the conversation and play default hold music
	Transfer a call to another person or a different device for when you’re on the move		Mute your microphone to block out unwanted background noise as you listen