To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
Suggested help
Operator Connect is not showing as active in Teams Admin Centre
Solution: Confirm the tenant is linked to the provider and setup is complete.
- Go to Teams Admin Centre
- Select Voice > Operator Connect
- Check if BT appears as an available provider
- If not visible, ensure all Operator Connect setup steps were completed
- If still missing, contact our support team to confirm your tenant is registered and activated
User can’t be enabled for Operator Connect
Solution: Make sure the user has a Teams Phone licence.
- Go to Microsoft 365 Admin Centre
- Select Users > Active users
- Choose the user
- Select Licences and apps
- Verify that Teams Phone (or E5) is assigned
- Assign the licence if missing
Can’t assign a phone number to a user in Teams
Solution: Check licensing, usage location, and number availability.
- Go to Microsoft 365 Admin Centre
- Select Users > Active users
- Choose the user
- Under Account, verify the Usage location matches the number’s country
- Go to Teams Admin Centre > Voice > Phone numbers
- Search for the number and confirm it is Available
- If the number is missing or unavailable, contact our support team
Phone number assigned but not showing for user
Solution: Allow for provisioning time and refresh the Teams client.
- Wait up to 24 hours for Microsoft provisioning
- Go to Teams Admin Centre > Users > Manage users
- Select the user and confirm the number shows under Voice
- Ask the user to sign out and back into Teams to refresh the cache
- If still not visible, contact our support team to verify provisioning
Ported numbers are not appearing in Teams
Solution: Confirm port completion and allow time for Microsoft sync.
- Wait up to 24 hours after the port completes
- Go to Teams Admin Centre > Voice > Phone numbers
- Check if the numbers appear under Operator Connect
- If missing, confirm with BT that the port order is fully completed and released to Microsoft
Dial Pad is not appearing
Solution: Verify Teams Phone licence and calling policy settings.
- Go to Microsoft 365 Admin Centre > Users > Active users
- Confirm the user has a Teams Phone licence
- Go to Teams Admin Centre > Users > Manage users
- Select the user
- Under Voice, ensure Enterprise Voice is enabled
- Under Policies, ensure the assigned Calling policy allows PSTN calling
Newly assigned number is not working
Solution: Check provisioning status and emergency address assignment.
- Wait for provisioning to complete (can take several hours)
- Go to Teams Admin Centre > Users > Manage users
- Select the user and confirm the number shows as Assigned
- Go to Teams Admin Centre > Locations > Emergency addresses
- Ensure an emergency address exists and is linked to the number
- If the number still fails to route, contact our support team.