I can’t make calls in Operator Connect

This often happens when the user does not have the correct licence or calling permissions.

Solution:

• Check the user has a Teams Phone licence assigned.
  1. Go to Microsoft 365 Admin Centre
  2. Select Users > Active users
  3. Choose the user
  4. Select Licences and apps
  5. Confirm Teams Phone is assigned

• Confirm the user has a valid Operator Connect phone number assigned.
  1. Go to Users > Active users
  2. Select the user
  3. Under Account, look for Usage location
  4. Ensure it is set to the correct region
  5. Ensure the user is not blocked by a Teams Calling Policy that restricts outbound calls.

This usually indicates that the user is not fully enabled for calling.

Solution:

• Assign a Teams Phone licence. See Getting and assigning a Teams Phone license.
• Confirm the user has a phone number assigned through Operator Connect.
  1. Go to Teams Admin Centre
  2. Select Users > Manage users
  3. Choose the user
  4. Under Account, look for Phone number
  5. Confirm that a valid Operator Connect number is assigned

This can happen when the number format is incorrect or the call is being blocked by routing rules.

Solution:

• Make sure the user is dialling in E.164 format (e.g., +44 20 1234 5678).
• Check that the number being dialled is valid and reachable.
• Confirm that outbound call routing is configured correctly for Operator Connect.

This may indicate that Operator Connect is not active or the tenant is not fully linked to BT.

Solution:

• Check that Operator Connect appears as active in the Teams Admin Centre.
• Make sure all steps in the Setting up Operator Connect process are complete.
• If the service still does not appear, contact our support team to confirm your tenant is linked.

This can happen if the number is not fully provisioned or synced.

Solution:

• Remove the number from the user and reassign it.
• Wait a few minutes for Teams to sync changes.
• If the number still does not work, contact our support team to confirm provisioning.

Ported numbers may take time to fully activate across all carriers.

Solution:

• Allow time for porting to complete (typically up to 24 hours).
• If calls still fail, contact our support team to check the porting status.

This often indicates an outbound routing or policy issue.

Solution:

• Check the user’s Voice Routing Policy (if applicable).
• Confirm the user is assigned to the correct Operator Connect calling profile.
• Verify that outbound calling is not restricted by a Teams Calling Policy.