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Phones & Teams Voice

Every call. One clear workflow.

Practical guidance for Microsoft Teams Phone, TnT Cloud PBX, desk phones, voicemail, mobile calling and dependable business communications.

01Calling Basics02Microsoft Teams Phone03TnT Cloud PBX04Quality, Safety & Support

Calling basics

Use the phone system assigned to you.

Your organization may use Microsoft Teams Phone, a TnT Cloud PBX desk phone, a mobile application or a combination of these tools. Features vary by role and configuration.

IDENTIFYIdentify your calling system
  • Microsoft Teams Phone: calls are placed from the Calls area in Microsoft Teams using your assigned business number.
  • TnT Cloud PBX: calls use a managed desk phone, web portal or TnT-provided desktop/mobile application.
  • Your computer microphone alone does not mean Teams Phone is licensed; external calling requires an assigned number and calling service.
  • Use only the system and account assigned by your organization.

If you do not see a dial pad, assigned number or expected device, submit a TnT ticket rather than installing an unrelated calling application.

CALLPlace and answer a business call
  1. Confirm the correct microphone, speaker or handset is selected.
  2. Enter the complete telephone number or choose an approved contact.
  3. Use the business identity assigned to you; do not place client calls from a personal number when a company method is available.
  4. Before discussing sensitive information, verify the caller using your organization’s normal process.
  5. End the call from the same device or application that answered it.
HOLDUnderstand hold, park and transfer
  • Hold keeps the call on your device until you resume it.
  • Transfer sends the caller to another person or destination.
  • Consultative or warm transfer lets you speak with the recipient before completing the transfer.
  • Blind transfer sends the caller immediately without an introduction.
  • Call park, when enabled, places the call in a shared location that another user can retrieve.

Use a warm transfer for important callers whenever practical. Call-park codes and availability differ by organization.

VMUse voicemail professionally
  • Record a clear greeting with your name, organization and when the caller can expect a response.
  • Do not include unnecessary schedule, travel or personal information.
  • Review voicemail through the approved phone, application or portal.
  • Delete messages only after documenting or completing the required follow-up.
  • Treat unexpected requests for payment, credentials or urgent account changes as suspicious.

Microsoft Teams Phone

Make business calls from Teams.

Teams Phone combines internal Teams calling with external telephone service. Available controls depend on licensing and the calling configuration managed for your organization.

DIALPlace a telephone call in Teams
  1. Open Microsoft Teams and select Calls.
  2. Use the dial pad or search for a person.
  3. Confirm that your headset, microphone and speaker are correct.
  4. Select Call. Your assigned business number is used when external calling is enabled.
  5. Use the call controls to mute, open the keypad, place the caller on hold or add another participant.

If the Calls area has no dial pad, the account may not have a Teams Phone number or calling plan assigned. Contact TnT.

Microsoft Teams calling guidance ↗
XFERTransfer a call in Teams
  1. During the call, select More and then Transfer.
  2. Choose Transfer now for an immediate transfer, or Consult then transfer to speak with the recipient first.
  3. Search for the person or enter the approved destination.
  4. Confirm the correct recipient before completing the transfer.
  5. If the transfer fails, return to the original caller and explain the next step.
FORWARDForward calls or manage unanswered calls
  1. Open Settings and more → Settings → Calls.
  2. Choose whether calls ring you, forward immediately or follow the unanswered-call settings.
  3. Select an approved person, group or voicemail destination.
  4. Review the ring duration and simultaneous-ring options.
  5. Test the change from an outside number.

Do not forward company calls to an unapproved personal number. Call queues, delegated lines and main numbers may be controlled centrally by TnT.

TVMManage Teams voicemail and greetings
  1. In Teams, open Settings → Calls and locate voicemail settings.
  2. Record a greeting or use text-to-speech if permitted.
  3. Set how calls are handled when they reach voicemail.
  4. Review messages from Calls → Voicemail.
  5. Verify important transcriptions by listening to the original recording.
MOBILEUse Teams Phone on a mobile device
  • Install Microsoft Teams from the official Apple App Store or Google Play Store.
  • Sign in with your work account and complete MFA.
  • Allow microphone and notification access when needed for business calls.
  • Choose whether incoming Teams calls ring the mobile device based on your availability and company policy.
  • Use the Teams call button so the company number—not your personal cellular number—is presented.
  • Protect the phone with a PIN or biometric lock and current updates.

TnT Cloud PBX

Use your desk phone and cloud calling features.

TnT Cloud PBX provides managed business calling, extensions, voicemail, call routing and optional desktop, mobile and messaging features. Exact buttons and menus depend on the assigned device.

DESKUse a TnT Cloud PBX desk phone
  • Use the handset, speakerphone or an approved headset.
  • Dial an internal extension for coworkers or the complete number for an external call.
  • Use on-screen soft keys for functions such as Hold, Transfer, Conference and More.
  • Watch the soft-key labels; their function can change during a call.
  • Do not factory-reset, move or exchange a managed phone without contacting TnT.
PXFERTransfer a desk-phone call
  1. Press Transfer while the call is active.
  2. Enter the extension or approved telephone number.
  3. For a warm transfer, wait for the recipient to answer and introduce the caller.
  4. Complete the transfer using the displayed soft key.
  5. For a blind transfer, select the blind-transfer option when available and confirm the destination carefully.

Button names differ among phone models. If Transfer is not visible, look for a soft key or More menu, or ask TnT for the instructions for your device.

PARKPark and retrieve a call
  1. Use the configured Park button or feature code only if your organization has enabled call parking.
  2. Note the park location announced or displayed by the system.
  3. Tell the intended recipient the correct park location.
  4. Retrieve the call from an authorized phone using the configured Park/Retrieve method.
  5. If the caller returns to you, verify that the intended recipient is available before parking again.
PVMAccess Cloud PBX voicemail
  • Use the phone’s Message or Voicemail button, or the approved portal/application.
  • Follow the prompts to listen, save or delete messages.
  • Use a private PIN that is not reused for another account.
  • Never provide the voicemail PIN to a caller or unexpected technician.
  • Contact TnT to reset access or change centrally managed voicemail behavior.
APPUse the Cloud PBX desktop or mobile app
  • Install only the application or link supplied by TnT.
  • Sign in with the individual credentials or invitation assigned to you.
  • Allow microphone and notification access; allow contacts only when company policy permits it.
  • Select the business line before placing a call or message.
  • Sign out before removing the application or transferring the device to another person.

Application names and available features can vary by organization. TnT will provide the correct download and sign-in instructions.

SMSUse business SMS responsibly
  • Send messages only from an approved business number and application.
  • Obtain the appropriate consent before sending business text messages.
  • Do not send passwords, MFA codes, payment-card data or highly sensitive information by SMS.
  • Keep messages professional and related to the approved business purpose.
  • Honor opt-out requests and follow your organization’s retention requirements.
  • Report suspicious links or impersonation attempts received by text.

Quality, safety & support

Keep business calling reliable and secure.

Good call quality depends on the device, headset, network and calling service. Accurate details help TnT identify the problem quickly.

AUDIOFix microphone, speaker or headset problems
  1. Confirm the headset is connected and not muted by a physical switch.
  2. Select the correct microphone and speaker in Teams or the calling application.
  3. Place a test call when that option is available.
  4. Disconnect and reconnect the headset; avoid using multiple active Bluetooth audio devices.
  5. Close other applications that may be using the microphone.
  6. If the problem continues, report the headset model and whether input, output or both are affected.
QUALITYReport choppy audio, delay or dropped calls
  • Note the date, exact time, number called and whether the issue affected one or both directions.
  • Identify whether the call used Teams, a desk phone, mobile application, Wi-Fi or a wired connection.
  • Try a wired network or trusted alternate connection when available.
  • Pause large downloads, streaming and unnecessary video.
  • Do not reboot managed network or phone equipment unless TnT directs you to.

A specific call example is far more useful than “calls are bad.” Include the time, users, locations and symptoms in the ticket.

911Emergency calling and location
  • For an emergency, call 911 using the safest available telephone.
  • Know the physical location associated with your business number or device.
  • Tell TnT before permanently moving a desk phone or using a business calling application from a new regular work location.
  • If working remotely, clearly state your actual location to the emergency operator.
  • Do not place test calls to 911 unless specifically coordinated through the approved procedure.

Emergency-calling behavior and location reporting can differ between desk phones, Teams Phone and mobile applications.

VISHRecognize suspicious calls and voicemail
  • Caller ID can be spoofed; a familiar number is not proof of identity.
  • Do not provide passwords, MFA codes, banking information or remote access to an unexpected caller.
  • Be suspicious of urgency, secrecy, threats or requests to bypass normal payment and approval processes.
  • End the call and contact the person or organization through a known number.
  • Report targeted impersonation, payment fraud or repeated suspicious calls to TnT.
TICKETWhat to include in a phone-support ticket
  • Your name, extension, direct number and physical location.
  • Whether the issue involves Teams Phone, TnT Cloud PBX, a desk phone, headset or mobile application.
  • The exact date and time of an example call.
  • The calling and called numbers, when appropriate.
  • What each participant heard or experienced.
  • Any on-screen message, phone model, network type and troubleshooting already attempted.

Need help with a business call?

Submit a ticket with the affected number or extension, device, location, exact call time and a description of what happened.

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