Customer Directed Migration from Direct Routing to Operator Connect
This guide walks you through the process of migrating from CallTower’s Direct Routing platform to the Operator Connect platform. It also includes steps for mapping emergency locations and configuring Dynamic E911 in your Microsoft Teams environment.
Why Upgrade to Operator Connect?
Benefits include:
- Simplified Management: Manage phone numbers and services directly from the Teams Admin Center—no extra infrastructure required.
- Integrated Emergency Services: Supports dynamic emergency calling with accurate location data.
- Streamlined Migration: Use CallTower Connect to manage the transition easily.
- Enhanced Support: CallTower's Microsoft support teams assist with service enablement and troubleshooting.
- Consent-Based Management: Grant CallTower operator access in the Teams Admin Center for seamless service integration.
- No Service Account Needed: Operator Connect eliminates the need for a service account in CallTower Connect, which Direct Routing requires.
Step 1: Grant Consent
Grant CallTower consent as an Operator in your Teams Admin Center.
Follow this guide:
Step 2: Request Enablement
Send an email to CallTower Support requesting Operator Connect enablement.
Email Template:
Subject: Enable Our Tenant for Operator Connect
Tenant ID: [Leave blank if unknown]
Primary Domain: [Customer's primary domain in CallTower Connect]
Note: Once you receive confirmation that your tenant has been enabled for Operator Connect move on to the next step.
Step 3: Configure Emergency Locations
Create emergency locations in the Teams Admin Center and sync them with CallTower Connect.
- Build Locations:
https://learn.microsoft.com/en-us/microsoftteams/add-change-remove-emergency-location-organization
- Sync Locations:
Tip: You can export your locations from CallTower Connect using the locations menu.
Tip: Match location names exactly between Teams Admin Center and CallTower Connect for easier syncing.
Step 4: Migrate Numbers
Use CallTower Connect to migrate numbers to Operator Connect:
Sign in at connect.calltower.com
Go to Menu > Administration > Corporate Administration > Microsoft Teams > Operator Connect Migration 
Select numbers to migrate (up to 1000 at a time) and click Save
You may select up to 1000 numbers at a time to migrate to Operator Connect.
Repeat as needed until all numbers are migrated
Note: Once a phone number is migrated, Connect will automatically update your licensing, removing your Direct Routing User license and adding an Operator Connect user license.
Remove the Voice Routing Policy from all users that have been migrated to Operator Connect:
In Teams Admin Center, browse to Users > Manage User
Select the user(s) who have been moved to OC
Click the Policies Tab and select the voice Routing Policy, then click "Remove"
Repeat the Above Process for each user.
TIP: If you have many users and would like to remove it from bulk users at once, you may request the PowerShell commands needed from our support team.
Step 5: Remove Direct Routing Settings
After migration, contact Support to remove Direct Routing settings, call routing policies, and service accounts.
Note: GDAP access may be requested and needed to disable the direct routing settings. However, it can be removed after all settings have been disabled.
Note: If any of your call flows have external dial enabled on them, please be sure to assign a phone number to the resource account that is making the outbound call.
Step 6: Configure Dynamic E911
After migrating to Operator Connect, configure Dynamic E911 in your Office 365 tenant to ensure accurate emergency call routing.
Dynamic E911 allows precise location tracking for emergency calls, ensuring accurate information is provided to responders.
Why it matters:
- Enhanced Safety: Accurate location data helps emergency services respond quickly and effectively.
- Compliance: Meets regulatory requirements for emergency communications.
- Improved Communication: Ensures reliable communication during emergencies, offering peace of mind.
- Direct Routing could continue to use Static E911, whereas Operator Connect requires Dynamic E911 from Teams clients.
Please review the necessary steps to configure Dynamic E911 promptly within your Office 365 tenant. If you have any questions, feel free to reach out.
MS Teams Dynamic e911 Dialing - Operator Connect and Direct Routing - CallTower Solutions Center
Note: If nothing is done, dialing 911 will connect you to a national call center. They will confirm your address before directing your call to the local Public Safety Answering Point (PSAP).
What's Next
To Learn more about Operator Connect you can look at the articles on UC.Solutions
MS Teams Operator Connect - CallTower Solutions Center (uc.solutions)