VoIP General FAQs

VoIP stands for Voice over Internet Protocol. It is a technology that allows you to make voice calls using a network connection instead of a regular (analog) phone line. VoIP converts your voice into a digital signal for transmission.

With VoIP, you don’t need a physical phone. To make and receive calls, you can use an application on your computer along with headphones or earbuds with a microphone, or an application on your mobile phone. To make a call to one of your contacts, search for their name in the application and call them. You can also manually dial numbers from the application.

Please visit the VoIP Training and Support page for user guides.

Microsoft Teams Phone will be the University’s new VoIP solution for making and receiving phone calls. Teams Phone has replaced the Communicator 7 soft client application, which is no longer supported by GoCo.

Please visit the VoIP training and support page.

• Provides VoIP licenses
• Assists users to log into VoIP
• Ensures the VoIP solution can receive incoming calls and make outbound calls
• Manages VoIP migration

Learn more about Telecom services.

Depending on where you are and whether or not the network you are using has emergency backup power, your VoIP phone and/or computer may lose power. If this happens, you will not be able to make phone calls using the VoIP system. We recommend that you keep a Bell line active for emergencies or use a cell phone to make calls during power outages.

Departments pay a Telecom admin fee to cover the staffing and operating costs of the central Telecommunications unit.

As part of the VoIP billing process, one of the primary goals was to increase transparency. The Telecom admin fee used to be built into the Bell Centrex line fees charged to departments. The updated VoIP billing process splits out the VoIP line fee from the Telecom admin fee in your departmental phone bill.

Telecommunications is a central cost recovery unit which provides a wide variety of services to departments. The Telecom admin fee covers the staffing and operating costs of this unit.

Learn more about Telecom services.

To mute incoming calls, set your Teams status to do not disturb. You can find this setting via your Teams icon in the top right of the Teams desktop app and in the top left of the mobile app. Any missed calls received while your status was set to do no disturb will be visible in your calls history.

Visit the VoIP training and support page for Teams Phone user guides.

Select settings via the ellipses in the Teams app (...), then calls to set your preferences for how you want to handle incoming calls and voicemail.

If you would like to configure a customized voicemail message or out-of-office greeting, visit the voicemail page for instructions.

Visit the VoIP training and support page for Teams Phone user guides.

1. Select the calls tab, then voicemail.
2. Hover your cursor over the voicemail you would like to delete until the ellipses displays (...).
3. Select the ellipses, then select delete from the drop-down menu.

Visit the VoIP training and support page for Teams Phone user guides.

Refer to Telecom's list of recommended headsets for VoIP.

Facilities and Services recycles the University’s e-waste. Please contact the Waste Management and Recycling team at recycling@utoronto.ca to determine the best way to recycle your old desk phone.

1. On the home screen of your Polycom phone, navigate to directories.
2. Select the contact directory.
3. Select the add/plus sign.
4. Enter the information needed and press save.

To enable call forwarding:

1. On the home screen of your Polycom phone, select the forward icon or press the more key, then press the forward button.
2. Select the forwarding type (always, no answer or busy).
3. Enter the number to which you would like calls forwarded in the contact box and press the enable key.

To disable call forwarding:

• On the home screen of your Polycom phone, select the forward icon or press the more key, then press the forward button.
• Select the forwarding type (always, no answer or busy).
• Press the disable key.

1. While on an active call, press the more soft key on your Polycom VVX411, then press the conference soft key. The first call will be placed on hold.
2. Dial the second number.
3. When the second party answers, press the more soft key, then press the conference soft key to connect the calls.

When a VoIP user tries to sign in to the GoCo (BroadConnect) VoIP portal, they will be directed to set up two-factor authentication. The options for two-factor authentication are via a phone call or SMS message. There is a five-minute timeout to enter the token once selected.

If your two-factor authentication method needs to be changed or if you entered the wrong number, please contact please contact voipsupport@utoronto.ca to reset your profile.

Refer to the instructions for setting up two-factor authentication in the GoCo portal.

Any individual VoIP phone lines (single user or shared line) will be migrated.  Call centres agents are excluded from this migration.

Active staff and faculty with an active UTmail+ A5 license account are eligible to migrate to Teams Phone.

Note: Most staff and faculty have a UTmail+ A5 license account. Telecom will be validating these accounts during the migration process.

Teams Phone has replaced the Communicator 7 soft client application, which is no longer supported by GoCo. The migration to Teams Phone will also unify the University’s communication tools and simplify the user experience.

The Telecom team will reach out to each department and work with them on a migration schedule.

Yes, you will be able to keep your current number.

Teams Phone is integrated into Microsoft Teams. If you don’t already have Teams on your device(s), you will need to install it.

Yes, users will be able to get the same experience on mobile devices as on the desktop Teams app.

No, this is currently not supported.

As with most VoIP solutions, Teams Phone calling should not be relied upon for emergency situations or safety issues. A cell phone or hardwired Bell Centrex phone is recommended in these situations.

No, Telecom will manage all spare phone numbers.

The cost is a $15 flat rate per user per month.

No, there is no cost to migrate to Teams Phone.

You will need a VoIP line assigned to you to use Teams Phone. Please speak with your manager if you need VoIP.

Your physical Polycom phone is not required to use Teams Phone. All features of Teams Phone are accessible through the Teams app on your desktop/laptop and mobile.

If you prefer to continue using your existing Polycom phone, your local IT/department will be in charge of this process. Your local IT will be provided with instructions from Telecom to manually convert your phone to Teams Phone. Your department may also procure new Teams-compatible phones if needed.

Departments may still choose to have a hardwired Bell Centrex phone installed in areas where safety is a concern. View pricing here.

Please refer to the features comparison table.

Your Teams Phone will be ready to use once the dial pad appears in the Teams app when you select the “Calls” icon. Once your number has been ported to Teams, the dial pad should appear within an hour for most users. For some users, it may take up to 24 hours for the dial pad to appear. Users may not be able to make external outbound calls until the dial pad appears.

If you don’t see your dial pad appear, try logging out of the Teams app and logging back in. If you experience any issues, please contact voipsupport@utoronto.ca.

No, Communicator 7 reached end of life on April 30, 2023.