5. MS Teams

Please note: internal Teams-to-Teams calls as well as video calls will not use Natterbox and will not be logged in Salesforce.

MS Teams can be used as a phone interface with Natterbox with the appropriate setup and software connector. Here are different ways to interact with the interface. 

Making a call from Salesforce video:

Making a call from Teams

There are three ways to make a call from teams:

1. By dialling the number
   
   1. Click on the Calls section on the left menu
      
      
      
      
   2. Type the number manually or click on the numbers in the Dial Pad
      
      
      
      
      
   3. Press the Call button to initiate the call.
      
      
      
2. By searching for the contact
   1. In the Calls section , click on the Contacts tab
       
      
      
      
   2. Find the contact and click on the phone icon to initiate a call
      
      
      
      
      
3. By finding a previous call
   
   1. In the Calls section , click on History
      
      
      
      
   2. Hover the mouse over the record you want to call and click on the phone icon
      

Making a call from Teams video:

Answering a call in Teams

1. A notification on screen will appear whenever there is an inbound call ringing
   
   
   
   
2. Click on the phone icon to answer the call or on the red phone icon to reject the call.
   
   
3. A new MS Teams window will open with the call connected
   
   

Answering a call with Teams video:

Transfer a call using Teams

Blind Transfer

1. In the call connected window, press the More icon for additional actions
   
   
   
   
   
2. In the more actions submenu, click on Transfer
   
   
   
   
   
3. Type the name or the number of the person you want to transfer the call to, and press the Transfer button
   
   

Attended Transfer (Consult Transfer)

1. In the call connected window, press the More icon for additional actions
   
   
   
   
   
2. In the more actions submenu, click on Consult then transfer
   
   
   
   
   
3. Type the name or the number of the person you want to consult before completing the transfer. A new MS Teams window for the consult call will open
   
   
   
   
   
4. (Optional) To create a conference between the three parties, click on the more actions icon and select Merge Calls
   
   
   
   
   
5. Press the Transfer button to complete the transfer of the call
   
   
   
   
   
6. If the person being consulted cannot take the call, click on Leave in the Consulting window to return to the original call
   
   

Put a call 'On Hold' in Teams

1. In the call connected window, press the More icon for additional actions
   
   
   
   
   
2. In the more actions submenu, click on Hold
   
   
   
   
   
3. To take the call off hold, click on the Resume button
   
   
   
   

MS Teams Statuses for calls

The below statuses in MS Teams dictate if a user is available or not to receive a call:

	Green dot with a tick	Available for calls
	Red dot	Busy in MS Teams, but the phone will ring
	Yellow dot with a clock	Away, but the phone will ring
	Red dot with a minus	Do Not Disturb. The phone will not ring