Microsoft Teams Operator Connect Self-
Service Guide

Take the following actions when uploading and provisioning your telephone numbers (TNs); also known as Direct Inward Dialing (DIDs):

1. Port TNs or purchase new TNs in the IntelePeer Customer Portal through your Microsoft Teams Bundle package.

Important:When porting TNs into IntelePeer and your current phone ecosystem isn’t Skype or Microsoft Teams, you can preload your TNs into iPilot before porting so when the numbers port into IntelePeer, they work. If the TNs are currently with Skype or Microsoft Teams, you can add them to iPilot before porting at your convenience. However, realize the numbers will be out of service until the porting action is completed.

2. With an established Microsoft Teams tenant, create/add the Dynamic 911 locations.

Note: This is a requirement to upload the TNs via iPilot.

3. Move TNs to the Microsoft Teams package in the Customer Portal.

• Use this action if you are moving your current TNs from their current Usage-Based or UC U Bundle or P Bundle.

• If you are moving TNs from a different account, contact IntelePeer Number Admin for assistance.

• If you have any 911 services on the TNs, these services must be removed before you can move the numbers to the Microsoft Teams package.

• Once TNs are moved to the Microsoft Teams package, in the Customer Portal, add Dynamic 911 to each TN. You can add locations on the Locations tab in the Customer Portal at any time.

Optional: Add CNAM to each new/ported TN or for numbers that didn’t have these features when you placed your purchase/port orders or did not have these features on them in the previous package in the Customer Portal. CNAM and callerID should transfer with the number if it was already an added feature.

4. In iPilot, upload the TNs, provision the TNs, and then pick the correct Dynamic 911 locations.

Note: See the Prerequisites and procedures for details.

Important: The next steps in this plan take numbers Out of Service (OOS). Confirm the level of readiness prior to taking the following actions.

• You can access your IntelePeer Customer Portal account here, and your iPilot account here.

• For iPilot, create a number list to bulk upload for Operator Connect (OC). To download a bulk number upload template, click here.

• In iPilot, use the Import Provision User template to bulk upload all users. You can find the template on the iPilot Provision Users tab or click here.

• In iPilot, identify the configuration Type for each number; options for OC are User and AA/CQ (Auto-Attendant/Call Queue). If configuring as the AA/CQ type, 911 location is not needed.

Tip: In the IntelePeer Customer Portal, download the existing full number Inventory prior to removing any E911 services and before moving any numbers between packages, including toll-free numbers (TFNs) and International DIDs. This information is needed should a rollback be required.

Note: If you are moving only a subset of the full inventory, and/or there are multiple packages, the downloaded Inventory can be used for locating packages where numbers exist to move from/to Microsoft Teams Bundles packages.

• TNs with Emergency Services result in an error in the IntelePeer Customer Portal if you attempt to move to the MSTeams Bundles. To avoid this error:

  • Remove all Static E911 services in the IntelePeer Customer Portal prior to moving numbers between packages.

  • Be sure to add 911 in your MSTeams Tenant (admin center), and test to 933 post-migration to ensure Emergency Services are implemented and working as expected.

Note: 911 services must be added back to the numbers in the Customer Portal.

• Be sure to add 911 in your Microsoft Teams Tenant (admin center), and test using 933 post-migration to ensure Emergency Services are implemented and working as expected.

• Labeling numbers can help in moving them between packages more easily during the migration. This can be done in the IntelePeer Customer Portal by clicking Inventory > US Domestic Numbers tab. Labels are searchable from Manage Numbers in the package or from the Inventory tab.

  Note: For more information, check out Managing Bulk Actions.

The following directions provide steps on moving the numbers in both IntelePeer Customer Portal and iPilot.

Note: Numbers can be uploaded in bulk or individually.

Before starting your upload to iPilot, in the IntelePeer Customer Portal, move numbers from existing packages to the Microsoft Teams Bundles Package. For more information, check out Managing and Using Numbers in the IntelePeer Customer Portal.

Important: The next steps in this migration plan take numbers Out of Service (OOS). Confirm the level of readiness prior to taking the following actions.

1. In the iPilot Portal, in the left sidebar, click Orders > Microsoft Teams > DIDs > Upload Number.

2. On the Orders page, on the right side, click Begin.

3. On the Select Plan page, click Select Plan.

4. On the Search MSTeams Numbers page, in the Country menu, select United States or Canada.

Note: When entering numbers, enter them as ten digits only without hyphens, for example, 5855551212.

5. If you are entering numbers individually, in the Single Number field, type the ten-digit number and click Add.

6. If you are entering numbers in bulk, click the Click Here link to download a spreadsheet file for the upload. Fill out the spreadsheet and save it. Click Choose File and select the file you created. Click Next.

7. In the CNAM section, click Next.

8. In the Emergency Service section, click Next.

9. On the Preview page, type your name in the Print Your Name field and click Submit Your Order. Once you successfully submit the order, you receive a message with the order number. An email is sent to your email address with the order details.

Note: At the bottom right corner of the page, click the book icon to open the iPilot Knowledge Base. For more information, check out the Uploading Telephone Numbers topic.

1. Once the numbers have been added to your inventory, you can view them by clicking Provision Users in the left sidebar.

2. Using the information gathered in Prerequisites, in the upper left corner of the page, click Import Provision User or it can be done individually.

3. No UPN or user information is required for OC, but you can add optional names and notes. Upload the information, if desired:

Helpful tip: In the Notes section, we recommend adding User or AA/CQ so they can be easily identified.

• Select the numbers and configure them as their Type, which are under the Note section if you added User or AA/CQ there.

• Each Type must be configured as a group. Users and AA/CQ Types can’t be configured in the same batch.

4. Configuring the User Type in OC requires an Emergency Services location to be assigned. This location comes from the MSTeams Tenant (admin center) and must be done before provisioning numbers.

• Add Addresses to the Emergency Services Locations to see them in iPilot for assignment when configuring numbers as Users.

• During this part of the provisioning step, you must select an Address in iPilot and assign it. Identify which numbers should be assigned to any given address.

Important: As with Users and AA/CQ, if users do not share the same 911 address, they must be configured individually by address. When you try to provision more than one number from the list, but the numbers have different addresses, you must configure the numbers separately. If they share the same address, you can select them at the same time and submit them together.

The process then goes to the 911 step, where you pick the 911 address. If all the 911 addresses are the same for users, you can select all users at once. However, they must be separated if there are AA/CQ. Those must be configured on their own as they don’t require a 911 address to be selected.

5. In iPilot, go to Assigned Users and monitor the configuration Status. Examples of statuses are Queue, Pending Assign, Configured, and Failed to Assign.

6. When numbers are configured, test all known call flows, including Emergency Services by dialing 933.

Note: Internal calls made between Microsoft Teams members don’t require Public Switched Telephone Network (PSTN) testing because the calls don’t leave the Microsoft Teams environment .

7. Once all numbers have been successfully uploaded, in the Customer Portal, you can add/make any desired changes to labels.

How to Prepare Bulk Labeling Using a CSV file in the IntelePeer Customer Portal

1. Create a CSV file where Column A is the ten-digit numbers (for example, 2535551212) and Column B is the first and last names (for example, Joan Doe).

2. In the Customer Portal, left column, click Inventory > US Domestic Numbers tab.

Note: The previous step doesn’t apply to Canadian numbers. If you want to use bulk uploading for Canadian number, send a request to IntelePeer Customer Success. Otherwise, you can upload the numbers individually.

3. Drag and drop your CSV file into the field at the top of the page.

4. Select a header above your columns. Under the TNs drop-down, select Telephone Number, and for the Name drop-down, select Label.

If there are instances where you may want to change a telephone number (TN) from one type (for example, Auto-Attendant & Call Queue) to another (for example, User), use the following steps to accomplish this:

1. In the left sidebar, do one of the following:

   • Under Quick Links, click Assigned Users.

   • Under Inventory, click Microsoft Teams > Assigned Users.

2. From the table, complete a search for the numbers you want to change.

3. Select the check box or boxes for the numbers you want to change the type for. The Choose Action menu is displayed. In the left side of the menu, you can see how many numbers you’ve selected.

Note: While you can select multiple numbers on a single page, you must complete the selection on the single page before going to another page. For example, select five numbers from page 1, complete the unassign, and then go to page 2.

From the Choose Action menu, click Unassign, and click Apply.

Once you click Apply, in the Status column for the number, the status changes from Configured to Queuing to Unassign, and in the Features column, the green dot changes to yellow.

5. To monitor the progress, you can refresh the page using the Reset icon to the right of the Search button. Once the number is unassigned, it is removed from the table. The number then appears on the Provision Users page. This process generally takes between 3 to 5 minutes for the number to move to the Provision Users page.

Note: If you can’t see the Reset icon, click the down arrow to the right of the Search field to expand the window.

6. From the Provision Users page, you can reprovision the number or remove it from your inventory.

You can remove TNs from the iPilot inventory and keep them in your IntelePeer inventory. Once the TNs are removed from iPilot, in the Customer Portal, you can do the following:

• Leave the TNs in the Microsoft Teams package.

  • Keep the TNs assigned; however, you continue to be billed but the TNs are still available to assign in your tenant, OR...

• Unassign the numbers to avoid being billed. The numbers are located in iPilot on the Provision Users tab for reassignment.

• Move the TNs to the Home package where they are billed at a cheaper rate.

• If you no longer want or need the TNs, disconnect the TNs, which removes them from your IntelePeer Customer Portal inventory. Also, unassign the number in iPilot.

Note: When you remove a number, you must first unassign the number, otherwise you receive an error.

To remove TNs in Bulk from iPilot:

Note: Using the remove only feature marks numbers as disconnected in the inventory and doesn’t initiate a complete carrier disconnect. You should only use this feature if the numbers have ported out or were already disconnected from the carrier and in routing. Also, the numbers remain in the IntelePeer Customer Portal inventory until you make decisions about keeping or removing them there.

In iPilot, in the left sidebar, click Manage > Bulk Features > Disconnect / Remove Numbers.

Note: For information on removing numbers individually, check out To remove TNs individually from iPilot.

2. On the next page, in the Remove Numbers section, click the link to download the Excel template.

3. Complete the spreadsheet with the ten-digit number only and click Choose File. Click Import/Upload.

4. On the Validation page, review the numbers in the table. If the list is correct, click Next. If there are errors, review the spreadsheet and upload again.

Note: If any of the numbers are assigned, you receive an error message. If necessary, unassign the numbers and upload the file again.

5. On the Remove Numbers page, enter a disconnect date and reason for the removal. Click Submit. A screen message appears in the upper right corner letting you know the removal was successful.

6. You can review your removed numbers by clicking Inventory > Microsoft Teams > DIDs > Disconnected tab.

To remove TNs individually from iPilot:

Note: Using the Remove Only feature marks numbers as disconnected in the inventory and doesn’t initiate a complete carrier disconnect. You should only use this feature if the numbers have ported out or were already disconnected from the carrier and in routing. Also, the numbers remain in the IntelePeer Customer Portal inventory until you make decisions about keeping or removing them there.

1. Under Quick Links, click Manage Phone Numbers.

2. On the Active tab, select the check boxes for the numbers you want to remove.

3. From the Choose Action menu, under Disconnect Number, click Remove Only and click Apply.

4. On the Validation page, review the selections and click Next.

Note: If any of the numbers are assigned, you receive an error message. If necessary, unassign the numbers and complete the previous steps again.

5. On the Remove Numbers page, enter a disconnect date and reason for the removal. Click Submit. A screen message appears in the upper right corner letting you know the removal was successful.

6. You can review your removed numbers by clicking Inventory > Microsoft Teams > DIDs > Disconnected tab.

There may be cases where you want to move TNs from one of your packages to your Microsoft Teams Bundle package. To do this, you must first remove 911 service from the number. Otherwise, you receive an error message.

You can also make changes to the 911 address at the carrier level.

To remove 911 service from a TN:

1. Once logged into the Customer Portal, go to the package with the numbers you want to move. If you aren’t sure what package the numbers are in, go to Inventory > US Domestic Numbers tab, International Numbers tab, or Toll-Free Numbers tab, and search for the number. The Package column shows where the number is located.

2. In the package, in the section where the number is located, click Manage.

3. Search for your TN, select the TN, and under the Search Results drop-down, select 911 Service Remove.

4. Enter your Title, First Name, and Company Name. Click the Accept Charges & Order option.

In iPilot, you can change or update a Dynamic 911 address.

• This action doesn’t affect the 911 service; the address is updated at the carrier level.

• This address change is for billing/organizational purposes only and doesn’t involve call routing. To make changes to the call routing information, the address must be changed in your Microsoft Teams tenant.

• Test the number using 933 to make sure you have the right policies in place.

To change or update a 911 Address:

1. From the Manage Inventory > Microsoft Teams > Assigned Users page, select the check boxes for the numbers you would like to update with the emergency address at the carrier level.

2. From the Choose Action menu, under Dynamic Emergency Service, select Update Dynamic Emergency Service and click Apply.

3. On the Validation page, review the information and click Apply for Available Numbers. If the number is not available, you receive an error message. One reason is that the number has not been enabled for Dynamic 911 services.

4. On the Validating Numbers page, select one of the address options and make any necessary changes to the fields.

5. Once you’ve make made your changes, click Update Dynamic Emergency Service.

If you encounter an issue you can’t resolve, contact IntelePeer Support.

• When adding numbers to iPilot: Numbers with Skype for Business or Microsoft Teams must be done at the same time as moving the numbers in the Customer Portal; if not, the numbers are taken out of service. For any other phone ecosystems, you can preload the TNs in iPilot before moving numbers in the Customer Portal.

• To move numbers in the Customer Portal, check out Managing and Using Numbers in the IntelePeer Customer Portal.

Use the following information to help solve failure issues you may encounter:

• Failure Reason: Cannot Resolve Telephone Number

Solution: TFNs must be assigned as AA/CQ and not as Users

• Failure Reason: Number are already assigned, so they cannot be uploaded because the number is already assigned using DirectRoutingOnline

Solution: Unassign the number in the Tenant before it can be moved to OC

• Failure Reason: Failed to unassign not found in Tenant

Solution: The license was removed from this user prior to the number being unassigned. Assign the licenses back to this user, and then retry the unassignment.

• Failure Reason: Failed lacks appropriate licenses to assign a DirectRouting number

Solution: Add the required licenses, then retry to provision