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
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).
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.
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.
This can happen when Microsoft Teams client caches your old configuration. Make sure to logout and log-in back to resolve the issue.
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 firstname.lastname@example.org
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 email@example.com on the ticket to help facilitate troubleshooting.