There are two types of access an employee can have when using Operator Connect with Microsoft Teams:
User – can make and receive calls in Teams and manage their own call settings.
Admin – can manage users, phone numbers, and calling features across the business.
Use our guide to help decide which role is right for each employee in your organisation.
Users
Everyone in your business who needs to make or receive calls through Operator Connect must be set up as a Teams user. This means they’ll be given the correct Microsoft 365 licences and a phone number, and will be able to:
- Make and receive external calls in Microsoft Teams.
- Access any calling features included in your organisation’s setup.
- Be included in call queues, auto attendants, and routing groups.
Users can also customise their own call forwarding rules, voicemail settings, and view their call history directly in Teams.
If someone in your business wants to become an admin for Operator Connect, they must be set up as a user first.
Admins
Admins can manage Operator Connect settings for your organisation. This includes assigning numbers, updating emergency locations, and managing call features. You can choose from different admin roles depending on how much access someone needs.
Types of admin access
Teams Administrator
Can manage Teams settings across the organisation, including:
- Assigning and removing phone numbers.
- Managing call queues and auto attendants.
- Updating emergency locations for users.
- Configuring call policies and calling features.
They can manage calling for the whole business, but cannot access sensitive Microsoft 365 information such as billing or security settings.
Teams Communications Administrator
Focused specifically on voice and calling. They can:
- Manage Operator Connect provisioning.
- Assign numbers to users.
- Configure voice routing and call features.
- Oversee call queues and auto attendants.
This role is ideal for day to day management of Operator Connect.
Global Administrator
Has full control of Microsoft 365, including all Teams and Operator Connect settings. They can:
- Manage all Microsoft 365 services.
- Add or remove other admins.
- Configure organisation wide Teams policies.
- Oversee licences, domains, and security.
Because this role provides complete access across your entire Microsoft 365 tenant, it should only be assigned to trusted individuals.