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CallTower Solutions Center

MS Operator Connect - Opening A Ticket With Support


This document provides step-by-step instructions for opening a ticket with Operator Connect support.

Scenarios where a ticket should be opened with Operator Connect support:

1.  Call completion issues (inbound or outbound)

2.  Issues assigning a DID to end users

3.  Issues uploading or releasing DIDs

Scenarios that don’t require tickets with Operator Connect support:

1.  Unable to dial internal users

2.  Issues isolated to a specific device (such as problems specifically with Polycom phones)

3.  Client issues (such as status not updating with a call)

4.  Call queue or auto-attendants not working as configured

Prerequisites for opening a ticket:

1.  Customer must be using Operator Connect, or the issue must be replicable on Operator Connect.

2.  You must have access to

a. If you don’t have access to this and need it, reach out to the Microsoft Engineering team.

Opening a ticket:

1. Navigate to and log in with your credentials.

2.  Select the “CallTowerOC” project


3.  On the left-hand side hover the cursor over “Boards” and select the option for “Work Items


4. Select the option for “New Work Item”, then select “Bug


5.  Enter a title and description for the ticket.

a.  The title of the ticket should also include the internal Calltower case number (e.g., Example ticket title – 00797809)


b.  The description of the ticket needs to be extremely detailed and include the customer’s tenant ID. Any call examples need to include the MSFT Call ID found in either the Teams Admin Center or the SIP messages in call traces.


c.  Call examples should also be accompanied by their corresponding PCAPs and SAS traces. These can be attached to the ticket by clicking on the paper clip found in the top right corner of the page.


d.  The ticket severity does not necessarily match the priority of the Calltower ticket. More information on severity guidelines can be found on the right-hand side of the page as well as in the section below.

                                                              i.  Note: Sev 2 and Sev 1 tickets should only be opened by engineering teams or with engineering guidance.


e.  Before clicking save (the blue button at the top right corner), ensure the ticket owner is set to “Microsoft”. This is how the ticket gets passed back and forth between Calltower and Microsoft.


Severity Guidelines


Sev4 incidents are commonly raised to only address the "test" ticket purpose. Incidents with a Severity 4 rating will not be responded to.


Sev3 incidents are commonly raised to address proactive service alerts or minor customer-impacting issues. These issues have a minimum business impact with the potential to further degrade services or require reactive investigation of customer-raised escalations. There can be a single user or multiple users experiencing partial impact and a workaround is possible.


• An anomaly spike in SIP 500 failure response is observed.

• Microsoft or the Partner has detected a Call Drop pattern for inbound/outbound calls

• The SEER metric as defined in the SIP Spec and as contracted in the Statement of Work (SOW) has dropped below success levels.

• Customer numbers are stuck in an unresolved state in the number management systems.


Engagement: Partner’s Business Hours SRE / Engineering

Initial Response (Acknowledgement): SUCCESS: <=24 Hours and FAILURE: >24 Hours

Updates: Daily (not including weekends)



Sev2 incidents are raised to address significant degradation in the infrastructure or a critical functionality loss (CFL) to customers who require urgent resolution. The majority of users for a single customer lose complete or partial PSTN Services, multiple customers are in a degraded state, multiple users don’t have their phone numbers ported/provisioned correctly, or Emergency calling is not working


• Majority of users in Contoso are not able to dial into their conference bridge.

• Surge in utilization causes a significant portion of capacity to be overloaded within a region or country.

• Customer is unable to make or receive calls post porting, or another operator is down resulting in significantly delayed ports.

• Emergency numbers are not working.



Engagement: 24x7 or as agreed with Microsoft SRE / Engineering

Initial Response (Acknowledgement): SUCCESS: <=15 minutes and FAILURE: >15 minutes

Updates: <= 4 Hours



Sev 1 incidents are raised to address customer-impacting issues spread across a single region, multiple countries, or multiple customers that require immediate resolution. These issues have a catastrophic business impact (generally referred to it as an “outage”.), where multiple customers lose complete PSTN Service; or impact in which service, production, operations, or development deadlines are severely impacted; or where there will be a severe impact to business revenue or company/brand image. Sev 1 cases will generally have management visibility and engagement 24/7/365 with frequent updates on actions being taken towards mitigation of the incident.


• There is a connectivity outage in North America.

• Full outage for multiple customers preventing users from making or receiving calls.

• Multiple SBCs, SIP Trunks, or Data Center links are down causing a loss in network redundancy with a high probability of being overloaded.


Engagement: 24x7 or as agreed with Microsoft All Hands On Deck Management Engaged

Initial Response (Acknowledgement): SUCCESS: <=15 minutes and FAILURE: >15 minutes

Updates: Hourly




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