Skype for Business Phone Service:
Frequently Asked Questions

Yes. There are two options to place calls off campus:

1) If you have a laptop computer, you can place calls via Skype for Business anywhere you have an Internet connection using a Skype for Business headset, or other compatible device, or your computer's microphone and speakers (not recommended due to sound quality).

2) You can also download the Skype for Business mobile app to place calls from your work phone number via your mobile device. For information on using the Skype for Business app, visit Skype for Business on Mobile Devices.

When you place a Skype-to-Skype audio or video call, the call is carried exclusively over KU’s data network or the Internet. When you place or answer a call via Skype for Business phone service to/from a traditional telephone number, the call is routed to the public telephone network via the KU data network or the Internet.

For benefits, features and frequently asked questions, please visit our Skype for Business phone service website and Skype for Business phone service FAQ page.

1. Log in at hr.ku.edu.
2. Click on: Self Service > Personal Information> KU Directory > KU Directory Posn/JOB Info
3. By KU Work Phone, enter your phone number using this format 785/864-####
4. Click "Save"
5. After 24 hours, your phone number should appear correctly

1. Depending on your phone model, touch the "More" button then touch "Sign In" or select the button on the phone located under those options.
2. Select "User Credentials…"
3. By Sign-in Address, enter your SIP address. Your SIP address is the email address you use most often. Note: On touch screen models, you can touch the keyboard icon in the upper right corner of the screen to access a touch keyboard.
4. By Domain, enter "home".
5. By User, enter your KU Online ID.
6. By Password, enter your online password.
7. Depending on your phone model, touch the "Sign In" button or select the button on the phone located under "Sign In."
8. Your phone will show a screen with “Signing into Microsoft Skype for Business Please wait…”
9. If you successfully signed in, you will see your name appear by the phone after icon on the screen after a few seconds. Any contacts that you’ve added as Favorites on your Skype for Business contact list will appear.

• The campuswide rollout began in Fall 2015 and will take several years to complete.
• KU IT will enable the service one or two units at a time, working closely with your unit leaders and technology support staff.
• You will receive notification via email in advance of your unit’s transition.
• KU IT will work with your unit to arrange Skype for Business phone service training workshops near the time of transition.

You will receive notification via email in advance of your unit’s transition to Skype for Business phone service. KU IT will work closely with your unit leaders and technology support staff to establish plans for your unit’s transition.

You will receive notification via email in advance of your unit's transition to Skype for Business phone service. You will know when the transition is complete when your Avaya or Cisco telephone no longer has dial tone. When you are enabled, you will receive a welcome email from "Microsoft Outlook" with your temporary voicemail PIN.

Yes, if your computer is locked, you will still receive an audio notification/ring when someone calls you. Depending on how your audio is set up, you will hear the notification/ring through your headset and/or computer speakers. You will not be able to see the caller’s ID from the lock screen, however if you are using a headset you can answer an incoming call using the answer button on the volume control of your headset. You will, however, need to unlock your computer to see a caller’s ID before answering calls. To set your secondary ringer to ring your computer’s internal/external speakers, see instructions for PC or Mac.

No. Your computer must be awake to hear notifications/ringer for incoming calls. If you want to hear notifications/rings and answer incoming calls when your computer is asleep or off, you'll need to set up simultaneous ring to ring another phone, such as your cell phone, or set call forwarding to send the call to another phone. Skype-enabled desk-style phones will still ring when the connected computer is asleep.

You have some options:

• You can set up a secondary ringer (see instructions for PC or Mac), so that the audio notification comes through both your headset and your computer speakers.
• Units have the option of purchasing Skype for Business compatible devices with external speakers (e.g., desk-style phones, speakerphones). Contact your unit’s procurement staff or technology support staff for applicable policies and information.
• Using your personal smartphone, you could download and sign in to the Skype for Business mobile app to hear and answer calls.
• You can set up simultaneous ring so that the call rings on both your computer and your personal mobile phone.

Instructions for PC users
Instructions for Mac users

Yes, using the directions for the secondary ringer (PC or Mac), you can choose to unmute your speakers when you receive a call. See instructions for PC or Mac.

You have four options to retrieve voicemail: 1) Listen to the audio email attachment that is automatically sent to your email account in Outlook, 2) Call the Outlook Voice Access number (785-864-1900), 3) From the “Phone” tab on the Skype for Business interface, and 4) Use the Skype for Business mobile app.

After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a temporary PIN for your voice mail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN. To check your voicemail, call the Outlook Voice Access number, 785-864-1900, then enter your personal extension (4 followed by your unique four digits, e.g., 4-8080) and your Voicemail PIN when prompted.

For more information on these options, visit Checking Voicemail.

To reset your voicemail PIN, follow these steps:

1. Log in to Outlook Web App at mail.ku.edu with your KU Online ID
2. Click on the "Settings" icon () in the upper right corner 
3. Select “Options” from dropdown menu
4. Select “Phone” in left menu
5. By default you should be on the “Voicemail” page; if not, select “Voicemail” from the top menu.
6. At the top of the “Voicemail” page you will see “Call answering rules.” You will need to scroll down to find the section called “Reset PIN.”
7. Select “Reset my voicemail PIN…”

Soon after you should receive an email message from Microsoft Outlook with your new PIN.

Yes. After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a PIN for your voicemail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN.

To check your voicemail: Call the Outlook Voice Access number, 785-864-1900, then enter your extension (4 followed by your unique four digits, e.g., 4-8080) and your Voicemail PIN when prompted.

Yes. Callers can leave a voicemail for you at any time, regardless if your computer is on or off. You will receive voicemail notifications via email and in the desktop software interface. If you use a Skype-enabled desk phone or the app on a mobile device, you may receive an alert depending on your set preferences. See “How do I check voice mail?” above for options to retrieve your voicemails.

Yes. You have three options to retrieve your voice mail from a smartphone or tablet: 1) Listen to the audio email attachment that is automatically sent to your email account in Outlook, 2) Call the Outlook Voice Access number (785-864-1900), 3) Use the Skype for Business mobile app.

After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a temporary PIN for your voice mail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN. To check your voicemail, call the Outlook Voice Access number, 785-864-1900, then enter your extension (4 followed by your unique four digits, e.g., 4-8080) and your Voicemail PIN when prompted.

For more information on these options, visit Checking Voicemail.

Yes. You can forward calls as you receive them, or you can specify forwarding rules in advance so that all calls are forwarded as they are received. For instructions, visit Change How Calls Are Answered.

Yes. For instructions, visit Change How Calls Are Answered.

Yes. For instructions, visit Change How Calls Are Answered.

Yes. You can designate one or more people as your Skype for Business delegate(s). Your delegates can make calls on your behalf and answer your incoming calls after 0, 5, 10 or 15 seconds. To set up a delegate:

1. In the Skype for Business desktop interface, select the "Options" icon () in the top right
2. Select “Call Forwarding” from the left column
3. Select “Edit my delegate members”

No. Unless you have a desktop phone, you must be logged in and have the Skype for Business interface open in order to place 911 calls.

If your location information (i.e. room, floor or building) is inaccurate, please notify KU IT by contacting your unit’s technology support staff, or the KU IT Customer Service Center at 785-864-8080 or itcsc@ku.edu.

University leadership has determined that headsets will replace desk phones for most faculty and staff. Units have the option of purchasing Skype for Business compatible desk-style phones and personal USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Alternately, while Skype for Business compatible headsets or desk phones are recommended for voice calls, only a microphone and speaker, while not optimal, are required to place or receive voice calls via Skype for Business. Depending on your personal workspace, it may be possible to make calls using your computer’s internal microphone and internal/external speakers in an enclosed office space. To ensure the highest sound quality, we recommend using a Skype for Business compatible device.

As technology advances to bring new benefits and functions, there are often costs associated with transitioning to new services. To lessen the financial burden on units, KU IT covered the cost of one Skype for Business headset per current faculty or staff member.

KU IT will cover the cost of one standard headset per current faculty or staff member, or the cost of one standard desk-style phone for employees who handle multiple phone lines for their unit. Units have the option of purchasing Skype for Business compatible desk-style phones and personal USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

For information about recommended Skype for Business compatible devices available via KUPPS, including current standards, please visit Skype for Business Recommended Devices. NOTE: Standard models are subject to change and availability.

Users have reported that some headsets perform better than others with certain types of hearing aids. Please inform your unit/department technology support staff during the Phone Service transition if you use a hearing device, so they can assist you to find the best device for your type of hearing aid. Please follow the established KU process for requesting a workplace accommodation, if necessary. To see all recommended devices, visit Skype for Business Recommended Devices.

Please follow the established KU process for requesting a workplace accommodation.

Yes. Units have the option of purchasing headsets, including single speaker models, as well as desk-style phones and USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Units have the option of purchasing headsets, including wireless models, as well as desk-style phones and USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Yes. Units have the option of purchasing USB speakerphones, as well as headsets and desk-style phones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

If you experience technical issues with your headset, please contact your unit’s technology support staff for assistance.

The process for checking departmental voicemail is the same as checking departmental email. Locate the desired message in your shared Outlook mailbox and double-click on the audio attachment to listen to the voicemail.

No. At this time users are unable to customize the outgoing message for shared number accounts.

For knowledge base articles, user guides, step-by-step instructions, frequently asked questions and more, please visit our Skype for Business phone service website.

Skype for Business Training:

Skype for Business Phone Service:
Faculty and staff will receive information about Skype for Business phone service workshop opportunities once their unit has been scheduled for transition.

Skype for Business Basic Service:
KU IT Training currently offers several Skype for Business basic service workshops. Faculty and staff can sign up for upcoming “Skype for Business Basic Training” or “Mastering Skype Meetings” courses at workshops.ku.edu. Please note that the open courses currently available do not cover the phone service features.

As technology advances to bring new benefits and functions, there are often costs associated with transitioning to new services. To lessen the financial burden on units, KU IT covered the cost of one Skype for Business headset per current faculty or staff member.

Contact your unit’s technology support staff. If they cannot answer your questions, they can access additional KU IT resources to get your technical issues promptly resolved.

For guides, benefits, features, knowledge base articles and frequently asked questions, please visit our Skype for Business phone service website and Skype for Business phone service FAQ page.

KU IT Training currently offers several Skype for Business basic service workshops. Faculty and staff can sign up for upcoming “Skype for Business Basic Training” or “Mastering Skype Meetings” courses. Please note that the open courses currently available do not cover the phone service features. Faculty and staff will receive information about Skype for Business phone service workshop opportunities once their unit has been scheduled for transition.

1. In the Skype for Business desktop interface, select the "Options" icon ()
2. Select “Video device” from the left column
3. Then select the webcam you want to use from the dropdown menu of available webcams

Please contact your unit’s technology support staff for assistance in troubleshooting problems with your webcam. In the meantime, here are a few things you can try:

• Make sure you’ve selected the correct webcam
• If you have a docked laptop and are using the built-in webcam, make sure the lid is open
• Unplug the webcam and try a different USB port

No. Even without a webcam you can still take advantage of Skype for Business’ numerous features. The only difference is that others will not be able to see you during video calls and online meetings.

Your unit. Units have the option of purchasing Skype for Business-compatible devices, including webcams, headsets, USB speakerphones and desk-style phones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

You cannot “block” all incoming video calls; however, you can reject the call or choose not to share your video.

Skype for Business phone calls, instant messaging and online meetings are secure when using computer workstation and phone equipment recommended by KU Information Technology. As you should when using all systems, manage data on Skype for Business in compliance with KU’s Data Classification and Handling Policy and established processes for sensitive data.

Skype for Business does not provide the capability to record phone calls by either participants or system administrators. Skype for Business voice and video calls made exclusively on the KU network are encrypted from client to client. KU IT does receive standard billing and technical data related to Skype for Business calls, including where the call originated, where the call connected to, and time/date and duration of the call. This is the same information received with KU's Avaya and Cisco phone systems, and the same information collected by all commercial phone service providers.

The only recording function available in Skype for Business is the recording of online meetings. When an online meeting is recorded, participants will be notified that a recording is in progress.

Your mobile number will only be visible to people who are set to a privacy relationship of “Workgroup.” Please see our Knowledge Base article for how to add your mobile number.