常見問題:支援遠端員工FAQ: Support your remote workforce

本文將解答 IT 系統管理員如何管理越來越多使用者從遠端工作的最常見問題。This article answers the most frequently asked questions about how IT admins can manage the increased number of users working remotely. 使用這項資訊支援在家中工作 (WFH) 的遠端員工提高生產力。Use this information to support your remote workforce to be productive when they're working from home (WFH).

請參閱使用 Teams 支援遠端工作者,這會解答您的許多問題,並協助您做好支援遠端員工的準備。Check out Support your remote workers with Teams, which will answer many of your questions and help you get ready to support a remote workforce.

Microsoft 是否採取主動預防性措施,為在家工作的使用者所增加的工作負載做好準備,以避免服務中斷?Is Microsoft taking proactive action to be ready for the added workload of users working from home to avoid service disruption? 所有這些一對一通話都將會使用 Microsoft 基礎結構。All those 1:1 calls will now use Microsoft infrastructure.

Microsoft 在最近發佈的 COVID-19 (冠狀病毒) 疫情公告中,大量擴充了關鍵地區的容量。Microsoft has been significantly expanding capacity in key regions with the recent announcements regarding the COVID-19 (coronavirus) outbreak. 我們一直在非常密切地監視情況和我們的服務,以確保我們的服務可供客戶使用。We are monitoring the situation and our services very closely to ensure that our services are available for our customers.雲端服務的優點之一,就是能夠以動態方式調整,包括利用我們重要的供應鏈、重新配置服務之間的資源,以及重新分配負載。 One of the benefits of a cloud service is the ability to scale dynamically, including utilization of our significant supply chain, reallocation of resources between services, and redistribution of load.我們已經看到 Microsoft Teams 的使用率有所增加,對此我們已經做出了回應並繼續進行密切監視。 We have seen an increase in the utilization of Microsoft Teams which we have responded to and continue to monitor closely. 我們也致力於提早解決通話方案需求,並視需要採購足夠的電話號碼。We are also working to stay ahead of Calling Plans demand, and working to procure enough telephone numbers as needed.

注意

如果您已經設定 Microsoft 365,並想要深入了解 Microsoft 正在採取的行動,請前往 [訊息中心] 並檢視 MC205458 訊息中心貼文。If you're already set up with Microsoft 365, and want to know more about the actions Microsoft is taking, please go to the Message Center and review the MC205458 message center post.

請不要錯過我們 Microsoft 365 企業副總裁 Jared Spataro 在 2020 年 3 月 5 日發佈的部落格文章:我們在 COVID-19 期間提供給客戶的承諾 (英文)。Don't miss our March 5, 2020 blog post from Jared Spataro, Corporate Vice President for Microsoft 365: Our commitment to customers during COVID-19.

對於 Microsoft 所採取的行動,我們可以預見到問題嗎?With the actions that Microsoft is taking, do we anticipate problems?

儘管 Microsoft 一直在盡力避免出現問題,但是由於病毒傳播而導致區域發生非預期的尖峰,可能會造成暫時性問題。Although Microsoft is doing what we can to avoid problems, an unexpected peak in an area due to a spread of the virus may create temporary issues. 在我們持續主動監視容量並視需要增加的同時,您可能會受到影響,直到我們可以在這些區域增加容量為止。While we're actively monitoring and adding capacity as needed, you might feel impact until we're able to add capacity in those areas. 此外,還有一些 Microsoft 無法控制的外部狀況。Also, there are external situations that Microsoft doesn't have control over. 我們預見到 ISP 和電信業者也在採取前瞻性行動,但是他們不一定有能力處理越來越多的在家工作者越來越多的負載。We foresee ISPs and telephony carriers are also taking proactive action, but they may or may not have the capacity to handle more load with more people working from home.我們將與業界共同致力於網路基礎結構。 We are working across industry with a focus on networking infrastructure. 如果您有中斷的問題,請查詢 [訊息中心] 以了解目前任何的中斷情況。If you have an outage concern, check the Message Center to learn about any current outages.

如果出席者無法透過撥入來順利加入會議,例如電話打不通,系統管理員可以怎麼做?What can admins do if attendees are having trouble joining meetings by dialing in, such as if calls aren't getting through?

在 COVID-19 疫情爆發期間,我們建議使用者按一下 [加入 Teams 會議]**** 按鈕,而不要使用 PSTN 會議號碼或使用 [撥號給我]**** 來加入會議。During the duration of the COVID-19 outbreak, we recommend that users join meetings by clicking the Join Teams Meeting button rather than dialing in by using the PSTN conference numbers or by using Call me at. 這主要是因為受到 COVID-19 影響的國家/地區電話語音架構擁塞。This is primarily because of congestion in the telephony infrastructures of countries impacted by COVID-19. 藉由避免 PSTN 通話,您可能會體驗到更好的音質。By avoiding PSTN calls, you'll likely experience better audio quality.

Microsoft 對於 Microsoft 365 網路最佳化的一般指導方針為何?What are the general Microsoft guidelines regarding network optimization for Microsoft 365? 我在中國的一些使用者體驗不佳;我應該怎麼做才能將網路最佳化?Some of my users in China are having a bad experience; what should I do to optimize our network?

由於中國的獨特需求,客戶可能需要採取特定的行動:Because of unique needs in China, customers may need to take specific actions:

我的使用者回報電話不正確,或電話未接通。My users are reporting bad calls, or their calls are not connecting. 我該如何取得協助?What should I do to get help?

我們很樂意提供協助。We're here to help. 連絡支援部門之前,請確認您已經遵循我們所有的網路連線建議Before you contact Support, make sure you've followed all of our networking recommendations. 為協助您對通話品質進行疑難排解,請使用通話分析和通話品質儀表板To help you troubleshoot call quality, use Call Analytics and Call Quality Dashboard. 我們也建議您在 Microsoft 365 系統管理中心檢查服務健康情況儀表板,以取得 Microsoft 服務的任何最新公告或問題。We also recommend checking the Service health dashboard in the Microsoft 365 admin center for any current advisories or issues with Microsoft services.

我還可以採取其他哪些行動以獲得更好的體驗?What other actions can I take to have a better experience?

我們建議使用者安裝並使用我們豐富的桌面用戶端,而不是 Web 用戶端 (例如 Outlook、Teams 桌面)。We recommend that users install and use our rich desktop clients instead of web clients (e.g., Outlook, Teams desktop). 基於頻寬限制或網路問題,桌面用戶端將會快取資訊並提供更佳的效能。Desktop clients will cache information and deliver a better performance under bandwidth restrictions or networking problems. 就通訊的觀點,我們強烈建議您改用 Teams 而不是商務用 Skype,因為 Teams 有更多新型通訊協定,且能更妥善地處理網路問題。From a communications perspective, we strongly recommend using Teams instead of Skype for Business, as Teams has more modern communications protocols and will better handle networking issues. 我們建議您試用 Teams 以避免發生問題。若要深入了解,請參閱開始使用 Teams 升級We suggest you experiment with Teams in case of issues - read Get started with your Teams upgrade to learn more.

Teams 是否可以免費提供 COVID-19 (冠狀病毒) 疫情的協助?Is Teams free to help with the COVID-19 (coronavirus) outbreak? 運作方式How does this work? 我沒有 Microsoft 365。I don't have Microsoft 365.

您可以透過幾種不同的方案,免費取得 Teams:Teams is available for free through a couple of different programs:

個人Individuals

IT 專業人員IT professionals

我已經有 Microsoft 365,但我沒有使用 Teams。I have Microsoft 365 already, but I don't use Teams. 您是否會提供試用版授權?Are you providing trial licenses?

如果您有 Microsoft 365,則表示您已經有 Teams。If you have Microsoft 365, then you already have Teams. 為您的所有使用者開啟 TeamsTurn it on for all your users. 開啟後,您的使用者就可以透過安裝桌面行動用戶端執行 Teams,或從瀏覽器,在 https://teams.microsoft.com 上執行。Once it's turned on, your users can run Teams, either by installing desktop and mobile clients, or from the browser at https://teams.microsoft.com.

如何取得開始使用 Teams 並確保部署成功的協助?How do I get help to get started with Teams and make sure the deployment is successful?

Microsoft 提供適用於 Office 365 的 FastTrack 中心權益,可協助您規劃、部署、促進使用,並採用最佳做法。Microsoft offers the FastTrack Center Benefit for Office 365, which will help you to plan, deploy, drive usage, and adopt best practices. 如果您至少有 150 個使用者,則免費提供此服務。This service is offered at no cost when you have at least 150 users. 若要深入了解,請參閱為 Microsoft 365 要求 FastTrack 協助變得更加輕鬆 (英文)。To find out more, read Requesting FastTrack assistance for Microsoft 365 just got easier. 適用於 Microsoft 365 的 FastTrack 設定指導方針可供所有 Office 365 組織系統管理員使用。FastTrack setup guidance for Microsoft 365 is available to all Office 365 organization administrators. 若要存取此指導方針,請使用您的系統管理員認證登入 https://aka.ms/setupguidanceTo access this guidance, sign into https://aka.ms/setupguidance with your admin credentials.

如果您想要自行開始使用,請參閱如何推出 Teams,並查看我們的 30 天內自學 Teams (機器翻譯) 網路研討會系列,讓您在短短 30 天內開始使用 Teams。If you want to get started on your own, read How to roll out Teams and check out our Teams in 30 webinar series, designed to get you up and running with Teams in as few as 30 days.

對於教育版 (EDU) 租用戶,Microsoft 提供學校資料同步處理,可協助您同步處理學校學生資訊系統 (SIS) 中的資訊。For Education (EDU) tenants, Microsoft offers School Data Sync, which helps you to sync information from a school's Student Information System (SIS). 如需部署 Microsoft 365 的說明,請參閱 Microsoft 365 教育版部署概觀For help deploying Microsoft 365, read Microsoft 365 Education deployment overview. 請不要錯過我們的新文章,開始使用 Teams 進行遠端學習Don't miss our new article, Get started with Teams for remote learning.

哪裡可以找到讓公司執行 Teams 的相關協助,讓我的使用者在疫情爆發的緊要關頭在家裡工作?Where do I find help getting Teams running for my company so my users can work from home during this crisis?

請參閱使用 Teams 支援遠端工作者Read Support remote workers using Teams. 本文涵蓋有關遠端工作者開始使用 Teams 的大部分常見工作和問題。It covers most of the common tasks and questions on getting started with Teams for remote workers.

我只要開始使用 Microsoft 365,就能使用 Teams 來支援我的遠端工作者或學生。I just got started with Microsoft 365 so I can use Teams to support my remote workers or students. 我已經註冊服務,但是當使用者嘗試使用 Teams 時,收到以下錯誤訊息:「別再錯過了!I've signed up for the service, but when a user tries to use Teams, they get this error: "You're missing out! 請要求您的系統管理員啟用 Microsoft Teams。」。Ask your admin to enable Microsoft Teams." 我該怎麼做?What should I do?

啟用其中一個免費 Teams 優惠版本之後,仍需為使用者進行開啟。After you activate one of the free Teams offers, you'll still need to turn it on for your users. 請閱讀管理 Teams 的使用者存取 (部分機器翻譯) 和個別或大量新增使用者 (部分機器翻譯)。Read Manage user access to Teams and Add users individually or in bulk.

如果您已經擁有 Microsoft 365 一段時間,但卻是第一次授權或啟用使用者,您可能需要為組織 [開啟 Teams]If you're licensing or enabling a user for the first time but you've had Microsoft 365 for a while, you might need to Turn on Teams for your organization. 查看本文章中的我已經有 Microsoft 365,但我沒有使用 Teams。您是否會提供試用版授權?Check I have Microsoft 365 already, but I don't use Teams. Are you providing trial licenses? in this article.

在會議中,出席者無法撥打電話而無法加入會議。In meetings, attendees are having trouble joining by dialing in - calls aren't getting through.

在會議密集的時段 (隨著 COVID-19 爆發以來,我們正在經歷的事),建議使用者按一下 [加入 Teams 會議] 按鈕,而不要使用 PSTN 會議號碼或使用 [撥號給我] 來加入會議。During periods of high meeting volume (which we've been experiencing in conjunction with the COVID-19 outbreak), we recommend that users join meetings by clicking the Join Teams Meeting button rather than dialing in by using the PSTN conference numbers or by using Call me at. 這有助於在會議密集造成 PSTN 網路擁塞時確保音訊品質。This helps ensure quality audio during times when high meeting volume is causing congestion on the PSTN network.

我是否可以使用通話方案搭配 Microsoft 提供的 Office 365 E1 試用版?Can I use Calling Plans with the Office 365 E1 Trial that Microsoft is offering? 我是否可以將電話號碼指派給我的使用者?Can I assign a telephone number to my users? 我要付多少錢?How much am I going to pay?

使用者可以在任何版本的 Teams 中,進行應用程式對應用程式的語音通話和視訊通話。Users can make app-to-app audio and video calls in any version of Teams. 若要將電話號碼指派給員工,您需要電話系統To assign a number to an employee, you'll need Phone System. 我們建議您與 Microsoft 合作夥伴或銷售代表合作,取得並部署此電話系統。We recommend working with your Microsoft partner or sales representative to obtain and deploy this. 若要深入了解,請參閱使用 Microsoft Teams 進行語音和視訊通話Learn more at Voice and video calling with Teams.

我是否可以使用新的 Teams E1 試用版設定自動語音應答,以便在公司內部設置緊急電話以處理 COVID-19 (冠狀病毒)?Can I set up an Auto Attendant with the new Teams E1 Trial so I can have an emergency line internally at my company to deal with COVID-19 (coronavirus)?

若要在 Teams 中設定 [雲端自動語音應答],除了 Teams 以外,您還需要電話系統To set up a Cloud Auto Attendant in Teams, you'll need Phone System in addition to Teams. 我們建議您與 Microsoft 合作夥伴或銷售代表合作,取得並部署此電話系統。We recommend working with your Microsoft partner or sales representative to obtain and deploy this.

哪裡可以找到更多協助遠端工作者的資訊?Where can I find more information to help remote workers?

使用者:使用 Microsoft 365 共同作業 - 如何在所有 Microsoft 365 工作負載中更有效地共同作業End users: Collaborate with Microsoft 365 - how to work better together across all Microsoft 365 workloads

IT 系統管理員/IT 專業人員:使用 Teams 支援遠端工作者IT admins/ITPro: Support remote workers using Teams.

在 COVID-19 疫情爆發期間,Microsoft 如何支援自己的員工?What is Microsoft doing to support its own employees during the COVID-19 outbreak?

請閱讀 Microsoft 總裁 Brad Smith 於 2020 年 3 月 5 日發表的部落格:在我們致力於保護公眾健康的同時,我們也需要保護支援校園的時薪員工的收入Read our March 5, 2020 blog from Brad Smith, Microsoft President: As we work to protect public health, we also need to protect the income of hourly workers who support our campus.

同時,請務必造訪 Microsoft.com 上的 共同因應 COVID-19 (英文)。Also be sure to visit Responding to COVID-19 together on Microsoft.com.