Phone numbers in Operator Connect are managed through Microsoft Teams but provisioned and maintained by BT. Understanding how numbers are assigned, routed, and configured will help you manage users and troubleshoot issues.
How Operator Connect phone numbers are managed
Your Operator Connect phone numbers are provided and managed by BT. They are synced into Microsoft Teams for use, where they can be assigned to users or to service numbers (typically a call queue or auto attendant).
Types of phone numbers
Operator Connect supports different number types: user numbers and service numbers.
User numbers
These are assigned to individual users and must be linked to a user with a Teams Phone licence. They can be used with features such as voicemail, forwarding, and delegation.
Service numbers
These are used for shared services such as auto attendants and call queues. They are assigned to resource accounts, not individual users.
How number assignment works
To use a number, it must be assigned in the Teams Admin Centre. To do this, see Assigning phone numbers.
You may need to reassign numbers when users leave or change roles. See Reassigning a number.
Requesting additional numbers
You can request new numbers in My Account. See Getting and assigning new phone numbers from BT.
Common issues with phone numbers
Some common issues include:
- Numbers not appearing in Teams.
- Numbers not assigned to users.
- Incorrect routing or failed calls.
These are often caused by:
- Missing licences. To check if you need to add or remove licences see Prerequisites and licensing.
- Unassigned numbers. To assign a number to a user, see Assigning phone numbers.
- Emergency location is not assigned. To ensure you have the correct emergency location assigned see Setting up emergency calling.
- Porting delays. If you’re concerned about a porting delay, please contact our support team.
When to contact BT
Contact BT support if:
- Numbers do not appear after porting.
- Calls fail before reaching Teams.
- Routing issues occur outside Teams.
- Emergency calling does not work.