Get help with call routing for Admins

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.
   

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.
   

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

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

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.

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

1. Go to Teams Admin Centre.
2. Select Users, then 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.
   

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

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

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

1. Go to Teams Admin Centre.
2. Select Voice, then 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.

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, then Active users.
3. Choose the user.
4. Under Account, verify Usage location.

Emergency address:

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