FAQs
1. Didn't receive your account setup e-mail?
Sometimes legitimate e-mails may be marked as spam by your provider or spam filter. To check for these e-mails:
- open your Junk Email folder and scan the e-mails
- mark the legitimate e-mail as ‘Not junk’
- contact your administrator to whitelist legitimate domains.
2. How do I add emergency locations to Teams?
As part of the order journey, you will need to tell us which sites you want numbers for, we will use the Emergency addresses you have configured within Teams to provide this sites list. In order to configure your Emergency address, follow the steps below:
- go into your Teams Admin Centre
- on the left-hand column, click on Locations
- click on Emergency Addresses
- click on Add and add in your company address where your users will be located
- to find the Emergency Location ID click on the address you have just created, this will bring up a summary page and the location id is the alphanumeric string shown after Location ID:.
For more information, visit: Add, change, remove emergency locations - Microsoft Teams | Microsoft Docs
3. How do I assign emergency location to remote workers?
No need to assign individual addresses for your remote workers. Assign addresses based on their closest office location.
4. Why can't I assign a specific number to my user or resource account?
To assign a number to a user or resource account, ensure that the user/account has the appropriate voice licence.
Also check that they do not have a calling plan license.
Ensure that your user is licensed for the country you want to assign the number from. E.g. they need to have a UK license when you want to assign a UK number eg +44.
5. Can I have Operator Connect if I already have Direct Routing?
Yes, you can, but if you’re already using Direct Routing in your tenants, please make us aware at the point of ordering if you want to move those Direct Routing numbers to Operator Connect.
For now, this is only available on Skype for Business.
6. How do I configure my conferencing?
Users that need Operator Connect Conferencing numbers to join the meetings that they organise need to have an Audio Conferencing Standard subscription license or an Operator Connect Conferencing license assigned to them.
Once we complete your order, we'll upload numbers to your tenant. You can view the numbers in the Teams admin center by going to Voice > Phone numbers.
Assign numbers to your Audio Conferencing bridge. You can assign numbers to your Audio Conferencing bridge from the Teams admin centre under Meetings > Conference Bridges > Add.
You can apply Audio Conferencing Routing policies at the user level, meaning we route only the outbound calls from Teams meetings organised by users with the associated policy. You can also apply these policies at the global level, meaning we route outbound calls from Teams meetings organised by all users in your organisation.
7. What are Caller ID policies?
The policies detailed within the Caller ID policies tab are all about call masking and defining whether a user’s DDI is visible or not. You can configure these settings to replace the caller ID with a service number or make it completely anonymous.
In most cases where you are masking a user’s DDI with a service number, you will be using a call queue number (set up as a Voice App number), so that callers ring back on a general number that can be picked up by an operative from that call queue. Simply select the relevant number from the list.
8. How do I assign calling policies to users?
Once the call policies have been set up and you are ready to deploy, these are then assigned on a user by user basis. To edit the policies that are assigned to any given user, navigate to the Users section of the admin centre, select the relevant user, click Policies, then edit. A dialog will appear on the right with a long list of drop down fields where you can select from the policies that you have already defined.
9. How do I reserve spare numbers in case our business expands?
Purchasing additional DDIs allows you to reserve a large number range even though you may not be ready to allocate all these numbers to users at the current time.
There is a small fee per month per additional DDI you reserve.
You can then change these DDIs to call packages via digitalworkplaceservicedesk@bt.com
10. What type of numbers can I have?
Currently, Operator Connect supports two telephone number types:
- user numbers, also called subscriber numbers, which can be assigned to users in your organisation
- application or Service numbers, which are assigned to services, such as Audio Conferencing, Auto Attendants, or Call Queues.
You will need to decide:
- which user locations need new telephone numbers?
- which type of telephone number (subscriber or service) do I need?
Change to type of users from User to Application currently needs to be carried out by ourselves. Simple Service Request can be submitted via email to digitalworkplaceservicedesk@bt.com (when sending in your request, please include the following information: Customer Name, Tenant ID, Telephone Number, Type of number).