Get help with common issues with Operator Connect

Solution: Confirm the operator has completed provisioning and that the tenant is licensed correctly.

• Check with your operator that the numbers have been assigned to your tenant.
• Allow time for Microsoft sync (usually within minutes, but can take up to 24 hours).
• Verify you have available Teams Phone licences.
• Refresh Teams Admin Centre > Voice > Phone numbers.

Solution: Ensure the user has the correct licence and usage location.

• Go to Microsoft 365 Admin Centre > Users > Active users.
• Select the user.
• Under Licences and apps, confirm Teams Phone is assigned.
• Under Settings, verify the Usage location matches the number’s country.
• Go to Teams Admin Centre > Users > Manage users and try assigning the number again.

Solution: Check licensing, number assignment, and Teams client registration.

Steps:

• Confirm the user has a Teams Phone licence.
• Verify the phone number is assigned under Users > Manage users > Account.
• Ask the user to sign out and back into Teams.
• Check for conflicting call forwarding rules under Voice > Call answering rules.

Solution: Ensure the resource account is licensed and the number is assigned correctly.

• Go to Microsoft 365 Admin Centre > Users > Active users.
• Search for the resource account.
• Confirm Phone System – Virtual User licence is assigned.
• Go to Teams Admin Centre > Voice > Phone numbers.
• Search for the number and verify it is assigned to the correct resource account.
• Review the Auto Attendant or Call Queue configuration under Voice > Auto attendants / Call queues.

Solution: Check number assignment and call routing rules.

• Go to Teams Admin Centre > Voice > Phone numbers.
• Search for the number.
• Check the Assigned to field.
• Reassign the number if incorrect.
• Review user call forwarding settings under Users > Manage users > Voice.

Solution: Verify port completion and number status.

• Go to Teams Admin Centre > Voice > Phone numbers.
• Search for the ported number.
• Check the Status (should show Assigned or Available).
• If the number shows Pending, Unassigned, or Unavailable, contact your operator.
• Reassign the number to the correct user or resource account if needed.

Solution: Update the emergency location and confirm usage location.

• Go to Teams Admin Centre > Voice > Phone numbers.
• Search for the number.
• Edit the Emergency location.
• Go to Microsoft 365 Admin Centre > Users > Active users.
• Confirm the user’s Usage location matches the number’s region

Solution: Review call forwarding and simultaneous ring settings.

• Go to Teams Admin Centre > Users > Manage users.
• Select the user.
• Under Voice, check Call forwarding.
• Ask the user to check their Teams client for:
  • Simultaneous ring
  • Forwarding rules
  • Multiple device sign ins

Solution: Confirm provisioning and tenant assignment with the operator.

• Contact your operator to confirm:
  • Numbers are provisioned
  • Numbers are assigned to your tenant
• Refresh Teams Admin Centre > Voice > Phone numbers.
• Check for any filters hiding the numbers (e.g., country, status).

Solution: Ensure the resource account is fully configured.

• Go to Microsoft 365 Admin Centre > Users > Active users.
• Confirm Phone System – Virtual User licence is applied.
• Go to Teams Admin Centre > Voice > Phone numbers.
• Verify the number is assigned to the resource account.
• Check the associated Auto Attendant or Call Queue configuration.