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Get help with call routing for Admins | BT Business
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Your guide to Microsoft Teams Operator Connect

I need...

  • Administrator support

  • User support

What do you need help with?

  • Getting started

  • Managing phone numbers

  • Calling features

  • Call routing

  • Emergency calling

  • Maintaining Operator Connect

  • Troubleshooting

  • About Operator Connect

Get help

  • Suggested call routing settings
  • Setting up a virtual receptionist (Auto Attendant)
  • Redirecting calls to another number or service (Call Forwarding)
  • Setting up a virtual waiting room (Call Queue)
  • Managing business hours and time scheduling
  • Call Queue not routing correctly
  • Get help with call routing

Get help with call routing for Admins

To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.

Suggested help

Calls are not routing to the correct user

Solution: Check that the correct Operator Connect phone number is assigned to the user.

  1. Go to Teams Admin Centre
  2. Select Users > Manage users
  3. Choose the user
  4. Under Account, verify the Phone number field
  5. Reassign the correct number if needed, or contact our support team if the number is missing

Calls are routing to the wrong Auto Attendant or Call Queue

Solution: Make sure the phone number is assigned to the correct resource account.

  1. Go to Teams Admin Centre
  2. Select Voice > Phone numbers
  3. Search for the number
  4. Check the Assigned to field
  5. Select Edit and assign it to the correct Auto Attendant or Call Queue

Calls are not reaching the Call Queue

Solution: Review the Call Queue configuration to ensure agents and routing settings are correct.

  1. Go to Teams Admin Centre
  2. Select Voice > Call queues
  3. Choose the Call Queue
  4. Check the Agents list
  5. Review Presence-based routing, Overflow, and Timeout settings

Calls are not routing to voicemail

Solution: Confirm voicemail is enabled and call forwarding rules are not overriding voicemail.

  1. Go to Teams Admin Centre
  2. Select Users > Manage users
  3. Choose the user
  4. Under Policies, check the Voicemail policy
  5. Under Voice, review Call answering rules

Calls are routing to the wrong device

Solution: Check the user’s call forwarding and simultaneous ring settings.

  1. Go to Teams Admin Centre
  2. Select Users > Manage users
  3. Choose the user
  4. Under Voice, review Call forwarding settings
  5. Ask the user to check their Teams client if they are signed in on multiple devices

Calls fail when routing to a resource account

Solution: Ensure the resource account has the correct licence and phone number assigned.

  1. Go to Microsoft 365 Admin Centre
  2. Select Users > Active users
  3. Search for the resource account
  4. Check Licences and apps for Phone System – Virtual User
  5. Go to Teams Admin Centre > Voice > Phone numbers and confirm the number assignment

Calls are not routing after a number port

Solution: Verify the port has completed and the number is correctly assigned in Teams.

1. Go to Teams Admin Centre
2. Select Voice > Phone numbers
3. Search for the number
4. Check the Status and Assigned to fields
5. If the number is unassigned or unavailable, contact our support team

Calls are routing to the wrong location or site

Solution: Check the user’s usage location and the emergency address assigned to the number.

Usage location:

  1. Go to Microsoft 365 Admin Centre
  2. Select Users > Active users
  3. Choose the user
  4. Under Account, verify Usage location

Emergency address:

  1. Go to Teams Admin Centre
  2. Select Voice > Phone numbers
  3. Choose the number
  4. Review the Emergency location field
  5. If the address is locked, contact our support team
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