Written By Will Chertoff
Last updated About 2 months ago
I am not seeing Operator Connect option when trying to assign the phone number
If you are unable to select Operator Connect option it is due to the wrong license type assigned to the user. Microsoft requires a specific type of license to work with Operator Connect and SMS. Make sure your users have a Teams Phone Standard License. If you have any of the following licenses below they automatically have Teams Phone System and do not require additional license changes:
Microsoft 365 and Office 365 Nonprofit E5
Microsoft and Office 365 Enterprise E5
Microsoft 365 and Office 365 Education A5
Microsoft 365 and Office 365 Government G5
If you have Teams Phone Domestic Calling Plan or Business Voice licenses assigned to the user make sure to unselect them as it will overwrite the proper license type.
Keep in mind it can take Microsoft ~10 min to update the settings after you change your license type
I DO NOT see my phone number in the Microsoft Teams Admin Portal
When your number gets activated for Operator Connect it takes Microsoft 5 - 10 minutes to sync it over back to your Admin portal. When the number syncs over it, the provider should say Bandwidth (which is the phone carrier that powers Microsoft Teams calling plan).
I have waited for more than an hour but the number is still not appearing in my Microsoft Teams Admin Portal
In some rare cases we have seen Microsoft take a few hours to update the settings or fail to update completely. This happens when Microsoft system gets stuck and thinks that the number is incorrectly associated in their system. In this case please submit a Teams Support ticket with Microsoft PSTN Telephony Team.
Dear Support,
We are enabling Operator Connect for our numbers and they are failing to sync over to the Microsoft Tenant. The numbers seem to be stuck on the Microsoft end and are failing to sync. Can you please take a look and release from your system so they can be properly synced over to the tenant by the phone carrier?
I’ve associated the number to my user but my calls are failing
In rare cases Microsoft fails to update routing information with the phone carriers preventing proper routing of calling into their system. When this happens please submit a ticket with Microsoft Teams support.
My Microsoft Teams dialpad is missing
This can happen when Microsoft Teams client caches your old configuration. Make sure to logout and log-in back to resolve the issue.
My phone number is enabled but SMS is still not working
In rare cases the phone carrier fails to update the routing information for SMS traffic resulting in failed SMS. When this happens please submit a ticket with Clerk support at support@clerk.chat
How can I reach Microsoft Support?
Microsoft has multiple support groups that handle different types of requests. For calling related support requests reach out to their PSTN Telephony Team.
For Microsoft Teams related questions submit a ticket in Microsoft Teams admin portal. Please include support@clerk.chat on the ticket to help facilitate troubleshooting.
How can I reach Clerk Support?
You can email us at support@clerk.chat