Customer Directed Migration from Direct Routing to Operator Connect
Benefits of Upgrading to Operator Connect
Here are some benefits of Operator Connect over Direct Routing:
- Simplified Management: Operator Connect allows for easier management of phone numbers and services directly from the Teams Admin Center, without the need for additional infrastructure or complex configuration.
- Integrated Emergency Services: Operator Connect supports dynamic emergency calling, providing accurate location information for emergency calls without the need for additional setup or policies.
- Streamlined Migration Process: The migration from Direct Routing to Operator Connect can be managed through CallTower Connect, simplifying the transition process for customers.
- Enhanced Support: Operator Connect provides a more integrated support model, with Microsoft Engineering available to assist with enabling services and resolving issues.
- Consent-Based Management: Customers can grant consent for CallTower as an operator in their Teams Admin Center, streamlining the process of adding new services.
- No Service Account Requirement: Direct Routing required a service account to apply settings to user accounts on your tenant. With Operator Connect we have completly removed the need for a service account in CallTower Connect.
First Step
Grant Consent to add CallTower as an Operator in your Teams Admin Center.Begin by following the process in this Guide:
Second Step
Send an email to support and ask them to enable Operator Connect for your Tenant.
Email Template:
Subject: Enable Our Tenant for Operator Connect.
Tenant ID:
(leave blank if unknown)
Primary Domain:
(your primary domain in CallTower Connect)
Once you receive confirmation that your tenant has been enabled for Operator Connect move on to the next step.
Third Step
Build Emergency Locations in your Teams Admin Center Then sync the locations in CallTower Connect.
Build Emergency Locations:
https://learn.microsoft.com/en-us/microsoftteams/add-change-remove-emergency-location-organization
Sync Locations to Connect
Tip: You can export your locations from CallTower Connect using the locations menu.
If you build your locations in the Teams Admin Center to match exactly to what you have in connect it will make the process much easier.
Fourth Step
Use Connect to Migrate the numbers to Operator Connect.
Note: If you are uncomfortable updating numbers on your own please contact support to assist you with the number migration.
- Browse to connect.calltower.com and sign in.
- Navigate to Menu > Administration > Corporate Administration > Settings > Operator Connect Migration
- Select the numbers you would like to migrate from Direct Routing, then click save.
- You may select up to 1000 numbers at a time to migrate to Operator Connect.
- Note resource number will need to be enabled for external dialing before they show up in this list.
- Repeat the number selection process as many times as needed or until you have migrated all numbers.
- Remove the Voice Routing Policy from all users that have been migrated to Operator Connect:
- In Teams Admin Center browse to Useres > Manage User
- Select the user(s) which 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 PowerShell commands needed from our support team.
Fifth Step
Once all numbers have been migrated to Operator Connect the Direct Routing settings, Call Routing Policies and Service Accounts will need to be removed. Please contact our support team to assist in the removal of Direct Routing setting and Call Routing Polices, including removing service account details from our systems.
Note: the Service account may be needed to for disabling the direct routing settings, However it can be removed after all settings have been disabled. In case support is needed in the future we will request access via GDAP instead of asking for an account.
Note: If any of your call flow's have external dial enabled on them please be sure to assign a phone number to the resource account that is making the outbound call,
Configuring Dynamic E911 After Migration to Operator Connect
After your migration from Direct Routing to Operator Connect, it is necessary for you to configure Dynamic E911 in your Office 365 tenant.
Dynamic E911 allows precise location tracking for emergency calls, ensuring accurate information is provided to responders.
Reasons for configuring Dynamic E911:
- 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
Please 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)