Microsoft Teams Direct Routing Self-Service Guide

Before you begin managing your numbers, make sure you have:

• Set up Microsoft Teams and have all the necessary licenses.

• An IntelePeer customer account.

• Contact IntelePeer to sign up in Enterprise Manager for Microsoft Teams Bundle or Microsoft Teams Usage if these billing types are missing.

For more information, check out the following:

• Plan and configure dynamic emergency calling

• Manage emergency voice routing policies for Direct Routing

The provisioning steps in this section assist you in setting up the telephone numbers with Dynamic 911 service using IntelePeer's 911 provider. The location you enter is used for taxation purposes only. Emergency calls associated with the telephone number are routed based on the Dynamic 911 emergency calling setup within Microsoft Teams.

Note: If you are interested in having IntelePeer add your taxation location information, contact Customer Success. Otherwise, use the following process to add your own.

1. Sign into the IntelePeer Customer Portal, and, in the left column, click the Microsoft Teams Bundle tile.

2. In the left column, click Microsoft Teams Bundle and select a package from the menu.

3. You can set up your Microsoft Teams billing packages, or you can create a billing package within a subaccount by clicking Switch Account and selecting Microsoft Teams Bundle or Microsoft Teams Usage. You can also have a usage billing package in a subaccount where you've added a Microsoft Teams trunk.

Note: If these selections are not available, contact IntelePeer to sign you up for a Microsoft Teams Bundle and/or Microsoft Teams Usage billing packages in Enterprise Manager.

4. If you select a current package:

   • The dashboard appears showing current US domestic numbers in your inventory.

   • In the US Domestic Numbers section, click Manage or Add.

Note: You cannot manage your E911 numbers from your Customer Portal Home page. You must manage the numbers from one of your packages.

Important: If you try to move a number between packages with different 911 routing, a popup appears with Proceed and Cancel buttons explaining that your 911 routing will be removed, and you will have to re-add the service on the new package. Contact IntelePeer Customer Success if this is something you want to do.

5. If you clicked Manage:

   • On this page, select one or more phone numbers you want to work with. Click Select an Action to choose what you want to do with the numbers you selected. For this procedure, you can add or remove numbers from E911 designation.

   • Click E911 Service: Add. The Add E911 popup appears.

Note: Carefully read the information on the popup as it may influence your selections.

• Select the Microsoft Teams Dynamic 911 option.

Note: The other options--Static 911 or Generic Dynamic 911-- allow you to set your numbers up the associated ways. However, while you can set up a Static 911 number on a Microsoft Teams trunk, you can't set up a Generic Dynamic 911. If you need help, contact support@intelepeer.com.

6. If you clicked Add:

   • On the Provide Order Information page, select an order type from the menu: either Get New Numbers or Move/Port Current Numbers. Depending on your choice, fill in the form fields.

   • In the Add Optional Services section, when you select E911 Service, the Add E911 popup appears.

Note: Carefully read the information on the popup as it may influence your selections.

7. On the Add E911 popup, click the Microsoft Teams Dynamic 911 option. The popup expands so you can add a caller name (optional), identifiers (optional), callback numbers (optional), and a taxation location address (required).

   • Read through the contents of the popup carefully as it may influence your selections.

   • The following is for existing Dynamic 911 telephone numbers types only. If you want to change the caller name, identifier, and callback numbers later, select the appropriate package list, select the number or numbers you want to change, select the 911 Service: Add or 911 Service: Change action, click Yes for Dynamic 911, and make changes in the popup.

Note: The address you enter here is not used in routing subsequent 911 calls.

Note: Locations for Dynamic 911 must be entered in the Customer Portal > Locations. For more information, check out Setting Up and Managing Locations.

8. Click Validate Address. Select the appropriate address option, Try Again, or Start Over. If you selected an address option, click Confirm Emergency Address.

9. Once you confirm the emergency address, the popup expands so you can enter your full name, title, and company name. When you're done, click Accept Charges & Order Option. You return to the Provide Order Information page.

10. If you have completed editing this page, click Submit Order.

Note: If you have added numbers, they appear in your number inventory.

When you complete the order submission, you receive a digital signature email confirming the selections and changes you've made.

1. In the left column of the Dashboard, upload telephone numbers or toll-free numbers by selecting Order > Microsoft Teams > DID > Upload Number.

Note: In the table on this page, you can see your previous order statuses.

Note: Always use the Upload Number option to import your IntelePeer numbers into the portal​. Orders for new or ported numbers are completed in the IntelePeer Customer Portal, which in turn can be loaded into this Microsoft Teams portal using this Upload Number option. You will never place a new order or a port order from the iPilot portal.

2. In the right-hand corner​, click Begin.

3. On the next page, select the plan you want to use. Choose the User Bundle plan.

5. On the next page, the first time you choose the call path, add the number of call paths you need to accommodate your company's usage, and click Next.

Note: You can add as many call paths as you need for your business needs. For subsequent call path orders, you can leave the Call Path field blank.

6. On the Search MSTeams Number page, choose one of the following options:

   • Load numbers individually by entering them one at a time, and click Add.​

   • To load multiple numbers at once, download the sample file to create a bulk upload file. Click Import to upload​ the file.

7. The Country field defaults to United States.

   • If you are using the Single Number option to add a Canadian number, choose Canada from the drop-down list.

   • If you are using the Multiple Number option, if it is a Canadian telephone number, enter Canada in the spreadsheet in the Template column to the right of the number. In this way, the numbers are listed as US and Canada.

8. Once you've added your numbers, click Next.

Note: If you are an existing customer, you can download your DIDs from the IntelePeer Customer Portal and copy them into the bulk upload template.

9. On the Enhanced Services page, do not select any of the check boxes for CNAM or E911 as they are handled internally by IntelePeer. Click Next.

10. Review the information for the order.

    • If you need to make changes on any of the previous pages, at the bottom right-hand side of the page, click Previous.

    • In the Print Your Name field, type your name and review your signature.

    • Once you are satisfied with the order, click Submit Order.

Once you submit your order, a Thank you for your order message appears. A confirmation email is also sent to you.

The Tenant is the container for items of your organization, such as users, domains, and subscriptions. To continue with the process of provisioning Microsoft Teams Direct Routing, the Tenant must be validated.

The IntelePeer Customer Success team validates your Tenant for you. If you have any questions, contact the team.

This section explains how you can take some staging steps in advance of the cutover to minimize downtime and speed up the process during cutover. You do this by adding user email addresses to the User Principal Name (UPN) field.

Important: Do not click Submit at this point of the staging. During cutover, you will be advised when to submit the UPNs.

1. Once the Tenant has been validated, in the left column, click MSTeams > Voice Provisioning > Provision Users.

Note: Each user must have a Microsoft Teams license associated with them in their Microsoft Teams Tenant before submitting voice provisioning. Users without licenses fail the process.

Important: At this point, if you are currently using Skype for Business (SfB) or Microsoft Teams, don't provision users for Microsoft Teams as this will disrupt your business service. Ensure users are ready to be migrated when provisioning is scheduled. Contact IntelePeer Customer Success for guidance on how to proceed.

2. In the User Principal Name field, enter the user email address associated with the phone number​. Adding email addresses to numbers still waiting to port is helpful, so when numbers port, they are ready to go.

Important: The UPN for each user must match the UPN for the user in the Microsoft Teams Admin center. Otherwise, on the Setting > Integration page, in the North America section, a failure status is displayed.

3. You can complete a bulk upload using an Microsoft Excel file by downloading the template from the page. The file needs to include the 10-digit numbers and UPNs.

Note: If any numbers are Canadian, enter Canada in the template column to the right of phone number in the spreadsheet. Numbers are then listed as US and Canada​.

Important: When using Microsoft Teams or SfB, don’t submit the provisioned users until the cutover occurs to avoid going OOS.

4. Once the UPN is added and it’s submitted, the number goes from the provisioned inventory to Assigned Users. If you are using the bulk upload method, the UPNs are matched to the associated numbers. If submitting a partial bulk upload, once uploaded, you can click the User Principal Name field to sort and check off numbers to submit.

5. You can also provision meeting rooms, common areas, and auto attendants in this section by clicking the drop-down list near top right side of the page.

Note: Each provisioning Type--users, meeting rooms, common areas, and auto attendants--must be submitted separately.

Users are assigned during the cutover from your previous system to Microsoft Teams.

• Pre-checklist: Run the PowerShell script to confirm Teams is set up correctly. The PowerShell script should be used when migrating from Skype for Business (SfB).

• Cutover: In the IntelePeer Customer Portal, move the numbers (DIDs) to the Microsoft Teams package, and then assign users.

Assigning users is performed in the IntelePeer iPilot portal. You can assign the User Principal Names (UPNs) in advance. For more information, check out Provisioning Users Before Cutover.

1. In the iPilot portal, in the left column of the Dashboard, click Inventory > Microsoft Teams > Provision Users.

2. Enter the UPN in the field but do not click Submit until the actual cutover. Optionally, you can add the user's first and last name and notes in the fields.

3. When instructed, submit the numbers by checking the appropriate check boxes for the same Types (for example, User, AA & CQ, Meeting Room, and Common Area). In the Choose Action menu, select the Type for the number group, and click Apply.

4. Once cutover takes place, go back to Assigned Users to check the status of the assigned users. If any numbers have failed provisioning, review the numbers, and make any necessary changes. Submit the numbers again and check to make sure the number have been assigned.

Important: The phone numbers are now Teams-enabled.

5. Once configured, place test calls to confirm the phone numbers work.

• A user entry is displayed as Pending if the process to apply all policies to make and receive calls using the Direct Routing services has not completed​.

• Failed assignments are highlighted in red. You can click the entry to find out why it failed; for example, the user account does not exist.

Note: Click the iPilot Knowledge Base icon to research the meaning of a failure reason.

• In the Number column, you can see the features and details set up on the number, for example, call forwarding and international calling. This information appears as icons underneath the number​.

• If you need to end the use of a number for some reason (for example, a user has left the company), you can unassign the number. For more information, check out Unassigning a User.

Note: Once you unassign a number, calling services stop working for that number.

• You can make changes in bulk by clicking the check box in front of the numbers, then choosing the action in the drop-down list, for example, remove international calling​.

Troubleshooting Dial Pad

Once the numbers are configured, they are assigned to the User as part of the configuration process and can be tested once propagation is complete. This takes approximately ten (10) minutes for international or inbound calling and can take up to 24 hours for Dial Pad to show up for outbound calling. Logging in and out of the User profile can assist with this.

Check out Microsoft documentation for further assistance with Dial Pad appearance for outbound calling.

• No actions are required in the iPilot portal for Dynamic 911 for Direct Routing.

• If you are using Dynamic 911 for emergency services, you need to add Dynamic 911 to users. This action is done in your Microsoft Teams Tenant. Check with your Microsoft Teams administrator or Microsoft documentation for details.

• Take additional steps in the IntelePeer Customer Portal to add Dynamic 911 services to your numbers. The address you assign is for tax purposes only. For more information, check out the Provisioning Your Numbers section.

In the IntelePeer iPilot portal, you can make changes to the numbers in your inventory.

1. From the left column, click Inventory > MSTeams > DID.​

2. Select the check box for the number or numbers you want to make changes to.

Note: If you have chosen multiple numbers, the same change is applied across all numbers.

3. From the menu below the Search field, you can select the following actions:

   • Call Forward: Add or Remove; use in cases where the number loses connection from the SBC to another number

   • Call Forward Disaster Plan: Add; design a plan to apply to a single or multiple numbers in cases where connection with the SBC is lost

   • Calling Party Number Translation: Sends the calling telephone number to the called party; Add or Remove

   • International Calling:The telephone number can place international calls; Add or Change/Remove

   • Disconnect Number: When a number is removed, it is listed removed on the Inventory > Microsoft Teams > DID > Disconnected tab.

Note: CNAM and Emergency Services are done using the IntelePeer Customer Portal. These services are included in your plan.

Important: If you remove the license before attempting to unassign a user, the unassign action fails. If the user has been deleted in Microsoft Teams, submit a ticket to customersuccess@intelepeer.com​.

1. Unassign the user from your Microsoft Teams Tenent.

2. In the iPilot portal, from the left column, click Inventory > MSTeams > Assigned Users.​

3. Find the number or numbers you want to unassign, and click the associated check boxes.

4. From the Choose Action menu, under Provisioning, click Unassign, and click Apply. The status changes to Pending_Unassign.

5. You can now remove the license from the number.

Note: The number is automatically removed and available in your Provision Users section of iPilot once this process has completed.​