Enterprise Voice Configuration Guide: Operator Connect, Direct Routing, Policies, and Emergency Calling

-

 



This final post is a configuration-focused checklist for standing up enterprise voice capabilities end-to-end. It assumes you already decided your PSTN model and that Teams is deployed. Use it as a runbook skeleton you can adapt to your environment.

Configuration guide: Operator Connect (high level)

1. In Teams admin center, go to Voice > Operators and enable your chosen operator (select countries/regions and accept the notice).

2. Work with the operator to acquire numbers; once uploaded, assign numbers in Voice > Phone numbers.

3. Coordinate emergency address handling with the operator (operator-managed vs tenant-managed addresses).

Configuration guide: Direct Routing (high level)

1. Connect a certified SBC to Teams Phone and validate connectivity.

2. Enable users for Direct Routing and voice/voicemail.

3. Configure call routing and number normalization as required.

4. Define and assign voice routing policies (Voice > Voice routing policies).

Configuration guide: voice routing policies (Direct Routing)

1. In Teams admin center, go to Voice > Voice routing policies and select Add.

2. Name the policy and add PSTN usage records in the order you want them evaluated.

3. Save, then assign the policy to users (directly or using supported bulk methods).

Configuration guide: emergency calling essentials

·       Create validated emergency addresses (map search is recommended because it validates and attaches geo codes).

·       Define places (floor/building) and map network identifiers for dynamic emergency calling where applicable.

·       Configure emergency call routing and security desk notifications as required.

·       Publish an end-user process for remote work location confirmation and location services.

Configuration guide: auto attendants and call queues

·       Design first: document business hours, call flows, greetings, overflow/timeouts, and agent staffing.

·       Create resource accounts and assign service numbers for voice applications that answer calls directly.

·       In Teams admin center, create auto attendants and call queues, then validate end-to-end call flows.

Runbook checklist (day 2 operations)

·       Moves/adds/changes: number assignments, policy changes, and voice app updates.

·       Monitoring: call quality triage loop (network, devices, routing, provider).

·       Emergency calling audits: verify addresses, locations, and notification recipients quarterly.

References

·       Configure Operator Connect: https://learn.microsoft.com/en-us/microsoftteams/operator-connect-configure

·       Configure Direct Routing: https://learn.microsoft.com/en-us/microsoftteams/direct-routing-configure

·       Voice routing policies for Direct Routing: https://learn.microsoft.com/en-us/microsoftteams/manage-voice-routing-policies

·       Manage emergency calling (concepts): https://learn.microsoft.com/en-us/microsoftteams/what-are-emergency-locations-addresses-and-call-routing

·       Manage emergency calling policies: https://learn.microsoft.com/en-us/microsoftteams/manage-emergency-calling-policies

·       Plan for auto attendants and call queues: https://learn.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue

·       Set up an auto attendant: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant

·       Create a call queue: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue


Comments

Post a Comment

Popular posts from this blog

Skype for Business, Lync and Exchange Web Services (EWS) and different DNS Domains- Exchange crawling e.g. for presence

-
Image
Hi all, (This is an updated version 2.2: 09 .07.201 5 ) This blog entry is valid for Lync 2010, Lync 2013 and Skype for Business Server. Generally, I'll write a new blog article, since the conversion history over multiple device and other service have change with Skype for Business 2015 Server. Once this written, I post the link here. there is always confusion in how Lync is crawling Exchange Web Services (EWS). Generally it is necessary to understand how DNS must be implemented: Just remember, identify if you have DNS Split configuration, different internal and external DNS names and what are your SMTP and SIP Domains. Very often you find in Lync/ Exchange deployments an issue, where the Lync configuration show up with empty: EWS Internal URL EWS External URL and EWS Information = EWS not deployed Therefor Exchange Web Service are not connected deployed and several Lync Integration Features are not working, e.g. Presence Information based on your Outlook Calendar....
Read more

How to hide users from GAL if they are AD Connect synchronized

-
Image
How to hide and un-hide users from Global Address List (GAL) in Exchange Online if they are AD Connect synchronized Hiding User from GAL isn't possible if those are synchronized form On-Premises Active Directory. The local AD is the leading system for all important attributes, like SMTP, UPN and hiding from GAL. Especially during a cross-tenant migration, you do not want to see not migrated user in the GAL. Those User aren't actively working until their cut-over day. Since the Exchange Online attribute  msExchHideFromAddressList s is an AD on-premises parameter, we have two possible ways hiding user in BME from GAL.   Modify the AD Connect for your teant with a custom rule, by using a extensionAttribute to set the HidefromGAL. In this rule, for users which have an entry in the extensionAttribute, hiding / un-hiding will be controlled by AD Connect This is the best option for Cross-Tenant Migration, if you run 2 or more AD Connect system We direct modif...
Read more

Exchange x500 address x500:/o=ExchangeLabs

-
Image
 You have Exchange Hybrid in place. Now you wonder about an address with you see on-premises with all users. This address has the following format: x500:/o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOxxxxxx)/cn=Recipients/cn=234xxxx This address is now found in the Exchange proxyAddresses in On-Premises as well as in Entra ID. Additionally you will see them in msExchShadowProxyAddresses The ExchangeLabs is Microsoft internal Exchange Online Organization and therefore needed. This x500 address is created in Exchange Online and sync'ed via Azure AD Connect (Entra ID Connect) back on-premises. If you delete this address on-premises, the connection between will sync this Cloud leading attribute back to on-premisses. If you have multiple Domains and Active Directories connected to your Tenant, this x500 address from your tenant will be added to ALL users. Also to users which are from an local AD without Exchange / Exchange Hybrid. As long AAD Connect/ Entra ID Connect will...
Read more