A shared mailbox enabled for Teams Voice takes an existing shared mailbox created using the Resource Coordinator Tools and adds Teams Voice functionality so that the account can be used to make or receive phone calls and receive voicemail. A shared mailbox with Teams Voice can be used in a number of different scenarios and provides an option for handling front desk-type phone service or service numbers managed by multiple or rotating users.

Below is a quick list of things to consider before setting up a Teams Voice for a Shared Mailbox:

• Onboarding requests for Teams Voice shared mailboxes are facilitated through the helpdesk ticketing system ("Telecommunications" > "Teams Shared Mailbox") and the Manage Teams Voice for Shared MBs tool in the Resource Coordinator Tools for ongoing management. When a request is submitted for Teams Voice for a shared mailbox, the requesting coordinator will receive email notifications as the shared mailbox is scheduled for onboarding and when it goes "live" with Teams Voice.
• Licensing costs for Teams Voice shared mailboxes and for student employees acting as delegates are TBD.
• Front line support (e.g. configuration and maintenance of a shared mailbox with Teams Voice) is the responsibility of your area's IT support. Please have support staff familiarize themselves with the use of various Teams functions and options before implementing a Teams Voice-enabled shared mailbox.
• Telephone records vary widely on campus. As Teams Voice for shared mailbox requests are submitted, Division of IT staff will reach out to the requestor to verify specifics (e.g., is there a legacy VOIP number and device that the shared mailbox w/Teams Voice will be replacing?). Providing as much applicable information in the original request aids that conversation.

Many areas on campus have front desk or service numbers that are shared or used amongst multiple users. Shared mailboxes enabled with Teams Voice allow multiple users to answer and make calls on behalf of a single number/account. Here are some example use cases that would be a good fit for a shared mailbox licensed for Teams Voice:

• Shared office space in which the occupants share a single phone number e.g. Graduate Students and Teaching Assistants.
• A individual user who is responsible for multiple numbers e.g. Administrative Assistant, Lab Manager.
• A Front Desk or Service Desk e.g. An individual (or individuals) with their own number who also answer calls on behalf of a service desk or shared number.

Teams Voice requests for shared mailboxes are typically processed within 7 days of submission. Once approved, it takes a minimum of 4 days to onboard a shared mailbox account. The multi-day cutover is required for licensing and M365 settings to be applied before an account can be onboarded. The requesting resource coordinator will be notified by email with a shared mailbox is "live" with Teams Voice.

Teams Voice onboarding responsbilities can be delegated to any staff member a primary resource coordinator choses, including non-IT staff. Departmental HR Managers, Office Managers or other Administrative Staff can be made secondary coordinators for your department using the existing "Add Coordinator" functionality. Once designated individuals have been aded as secondary coordinators, primary coordinators can use the "Set Coordinator Access" option in the Teams Voice section of the Resource Coordinator Tools.

If a number is already in use for the shared mailbox being enabled with Teams Voice, the Division of IT will use existing location data associated with the phone number for emergency services. To confirm the information on file is accurate or if you are requesting Teams Voice service for a shared mailbox, please include building and location data when you submit the onboarding request. If you have questions or need to update emergency services location information for existing phone numbers assigned to shared mailboxes in your area, please submit a new support request using the "Telecommunications" > "Teams Shared Mailbox" request type at https://helpdesk.colostate.edu/helpdesk.

Yes, all Teams Voice accounts (users/rooms/sharedmailbox etc.) are required to have a phone number in order to take full advantage of Teams Voice functionality as well as to maintain compliance with e911 and safety regulations.

Generally, students are not eligible for Teams Voice on an individual basis. However, student employees who answer phones in a service desk or call queue environment can be onboarded to Teams Voice to act as a delegate on a shared number or as an agent of a call queue. Please submit a "New Teams Voice" request through the Resource Coordinator Tools. NOTE: Your students must use M365 for their mail and calendaring services, as a M365 mailbox is required for Teams Voice. Students using @rams Google Apps can switch their primary email provider on the eID website under Modify eID > Email Settings.

Once a shared mailbox has been onboarded with Teams Voice, Resource Coordinators can use the Teams Client to set up delegates in the Teams client - note that Teams Voice delegates are different than delegates set up in Outlook or added to the permissions group of a shared mailbox for email purposes. Once delegates have been established in Teams, those users can make and receive calls on behalf of the shared account. Please refer to Share a phone line with a delegate for more information. NOTE: When configuring delegates for a shared mailbox, you must log into the Teams desktop client as the shared mailbox account. Once delegates are set on the shared mailbox, users use their own accounts in the Teams client. You only need to log into the shared mailbox account when configuring call settings, delegate settings etc.

Important: Delegates must also be enabled (and licensed) for Teams Voice. For example, a student employee who will be acting as a delegate must first be set up with Teams Voice before they can make or receive phone calls.

To establish a voicemail greeting and manage voicemail settings, a resource coordinator will need to log into the Teams desktop client as the shared mailbox (using the password set via the RC Tools). From there, setting Teams Voice and voicemail options is the same process as it would be for a regular Teams Voice user (click ellipsis in the top right of Teams client > Settings > Etc.) Refer to Manage your call settings in Teams for more information.