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• 5.19 • 5.8

Configuration for Microsoft Teams Direct Routing

Direct voice routing allows your Bright Pattern Contact Center (BPCC) to connect to your Microsoft Teams environment via a single-tenant PBX trunk. Configuring direct voice routing allows the following:

  • Users of either system (Teams/BPCC) may call each other directly without incurring a PSTN carrier charge.
  • Microsoft Teams users may make outgoing calls to a PSTN via BPCC and receive incoming calls from a PSTN via BPCC.


As a Microsoft Teams administrator for your contact center, you must do the following to allow direct routing:

  1. Register and activate alias domain(s) in your Microsoft Office 365 instance
  2. Configure the session border controller (SBC) and routing in Microsoft Teams
  3. Configure Teams users for calling

Procedure

1. Register and Activate Alias Domain(s) in Your Microsoft 365 Instance

Registering and activating the alias domains is required so that Microsoft Teams trusts the domain(s) when you enroll the session border controllers (SBCs) in the following step.

Info.40x40.png Ask your service provider for the domain name or names to register and activate for your contact center. Additional domain names allow you to set up multiple SBCs for redundancy.


Domain Registration

For each domain from your service provider, you must complete the following registration process:

  1. In the Microsoft 365 admin center, navigate to Settings > Domains and click Add domain

  2. In the Domain name field, enter the full domain name. It will likely have a number of subdomains, for example: sipname.subdomain.servername.com. Click Use this domain.

  3. You will be challenged to verify that you own the domain. This must be done in cooperation with your service provider. Select the option Add a TXT record to the domain's DNS records and click Continue.

  4. The registration wizard will present a TXT value (typically formatted like MS=ms123456798) that your service provider must add to the domain's DNS records. Once you have copied the required TXT value, you may navigate away from this page. It may take some time for your service provider to update the domain's DNS records.

  5. Once your service provider has confirmed that the TXT record has been added to the DNS records of the domain, return to Settings > Domains, select the domain from the list, and click Verify to continue domain registration.

  6. The registration wizard will prompt you to add DNS records to enable email routing. This is not needed for direct routing. Uncheck the option Exchange and Exchange Online Protection and click Continue to complete domain registration.


Domain Activation

You service provider will supply you with multiple domains, each representing a redundant SBC. You have to associate all of them (activate their domains) on your Office 365 tenant.

A domain can be activated by using it in the email address of a licensed user.

  1. Navigate to Users > Active User and click Add a user

  2. Under Set up the basics, add any display name and username. In the Domain field, select the registered domain that you want to activate. Click Next.

  3. Under Product licenses, ensure that the user has at least an Office 365 E1, E3, or E5 license as well as a Microsoft Teams Phone license. Complete the remaining steps in the registration process with the default options.

  4. Repeat the above steps for any other domains that need to be activated.

  5. Once the domain or domains are activated (which can take up to 24 hours), all product licenses can be removed from the associated users. A domain will remain active as long as it is assigned to the email address of at least one user.


2. Configure the Session Border Controller (SBC) and Voice Routing in Microsoft Teams

Voice routes and voice routing policies determine which calls originating in Microsoft Teams should be routed directly to BPCC, while the Session Border Controllers (SBCs) define how Microsoft should connect to BPCC servers. You need to first create an SBC for each of the domains registered and activated in the previous steps, then configure voice routes and policies.


Create an SBC for Each Domain

SBCs define the domain that Microsoft Teams will use to find the IP address of the SIP processor serving your contact center.

  1. In the Microsoft Teams admin center, navigate to Voice > Direct Routing

  2. Open the SBC tab to display the table of available SBCs

  3. Click Add and configure the following fields for the new SBC:

    • Add an FQDN for the SBC: The full name of the previously registered and activated domain

    • Enabled: on

    • SIP signaling port: The port specified by your provider

    • Send SIP options: off

    • Leave the default values for the remaining options

  4. Save and repeat for each of the domains registered and activated in the previous steps.


Create Voice Routes

Voice route configuration determines whether a call dialed in Teams should be routed to BPCC. This example uses a dialing pattern that will direct all calls dialed with an initial "+877" to BPCC.

  1. In the Microsoft Teams admin center, navigate to Voice > Direct Routing

  2. Open the Voice routes tab

  3. Click Add, and configure the following properties:

    • Name: Any descriptive name, such as "Route To BPCC"

    • Priority: 1

    • Dialed number pattern: A regular expression that works similarly to a dial prefix for trunk selection. For example, to select numbers dialed with the prefix "+877", use the following expression ^\+877[0-9]+$.

    • SBCs enrolled: click Add SBCs and select the SBCs configured in the previous step.

    • PSTN usage records: Click Add PSTN usage records and give it any descriptive name, such as "BPCC usage record".

      • This record is used to create a link between this voice route and the voice routing policy created in the next step.
      • The name you give to the usage record will identify the route in some Microsoft Teams usage reports.

  4. Click Save.


Voice Routing Policies

Voice routing policies connect a user with a given voice route. You may create a new voice routing policy to apply to subset of users, or update the global policy to apply the route to all users by default.

In the Microsoft Teams admin center, navigate to Voice > Voice routing policies.

  • To create a new policy, click Add and configure the following:

    1. Name: Any descriptive name, such as "BPCC routing policy".

    2. PSTN usage records: Click Add PSTN usage records and select the previously created usage record, e.g. "BPCC usage record".

  • To update the default policy:

    1. Tick the selector button to the left of the Global (Org-wide default) policy, then click the Edit button at the top of the table

    2. Click Add PSTN usage records and select the previously created usage record, e.g. "BPCC usage record".


Localization Rules

Depending on your country, Microsoft may insist that all phone numbers either start with a leading + sign or start with your country code. You can define how short numbers are translated to long ones in the section Voice > Dial plans > {dial plan name} > Localization rules.


3. Configure Teams Users for Calling

The following instructions show how users can be configured through the web interface of the Microsoft Teams admin center. For configuring large numbers of users, you may wish to consider using the Teams PowerShell Module command-line interface, the Windows PowerShell, or the Azure Cloud Shell.

In order for all Microsoft Teams users to take advantage of Bright Pattern Contact Center (BPCC) direct-routing capabilities, users must have at a minimum an E1/E3 + Office 365 Phone System license or an E5 license; Note that the license must be from the enterprise-family level.


Info.40x40.png For a user to be reachable from BPCC, they must have a business/enterprise phone number configured. In order for BPCC to route calls directly to a Teams user, one or more prefixes must be defined in BPCC that indicate an outgoing call to Teams. The following configuration examples suggest the prefix "+1000", since it will not conflict with any US area codes.


Before configuring phone numbers, consult with your service provider to determine which prefix or prefixes to use, to ensure that your contact center can be configured to route calls to your Teams users.


Policies

Calling and routing policies must be configured to allow Teams users to make calls to BPCC users.

  1. In the Microsoft Teams admin center, Navigate to Users > Manage users.

  2. Open profile of the desired user by clicking their Display name.
  3. Open the Policies tab.

  4. Edit the Calling Policy:

    • Tick the selector button to the left of Calling policy, then click the Edit button at the top of the table

    • Select "AllowCalling".

    • Click Apply.

  5. Edit the Voice routing policy:

    • Tick the selector button to the left of Voice routing policy, then click the Edit button at the top of the table.

    • Select the voice routing policy created above, e.g. "BPCC routing policy".

    • Click Apply.


Configuring Phone Numbers

Each Teams user must have a phone number in order to make or receive calls through direct voice routing. This section describes how to configure phone numbers for Teams users through the Microsoft Teams admin center.

However, it may not be practical to assign phone numbers with an arbitrary prefix or provide a PBX license for every Teams user. In either of these cases, you can still allow Teams users to receive calls from BPCC users by skipping this section and considering these optional steps:


To assign phone numbers:

  1. In the Microsoft Teams admin center, Navigate to Users > Manage users.

  2. Open profile of the desired user by clicking their Display name.

  3. Open the users Account tab.

  4. If you need to assign the user a primary phone number, locate the section Assigned phone number, and click the Edit button.

    • Phone number type: Select "Direct Routing".

    • Assigned phone number: All Teams users that should be able to receive calls from BPCC should have a direct routing number that starts with the same prefix. In this example, all direct routing numbers are expected to be formatted as +1000XXXX, where X is a digit.

    • If there is no Edit button for the user, ensure they are assigned the correct licenses.


3a. (Optional) Configuring Microsoft 365 Calling Plan Users

If a user already has a Microsoft 365 Calling Plan and a Microsoft phone number, adding a voice routing policy is sufficient for making calls to and from BPCC.

Note: These users might require a policy separate from other users, depending on whether you want their calls to the PSTN to go through SBC/BPCC or the Microsoft Calling Plan.

To configure a Microsoft Calling Plan user, do the following:

  1. Create a location (i.e., an emergency location).

  2. Give the user a Microsoft 365 Domestic Calling Plan license.

  3. Order a phone number, and then specify the location created previously.

  4. Note that you will search for locations by their city name (i.e., not by the defined location names).

  5. From the phone number, assign the user to the license, and then set the emergency location.

  6. Edit the user policies and then set the voice routing policy with the BPCC routing entries, if needed.


3b. (Optional) Configuring Reachability of All Teams Users from BPCC

All Teams users can be dialed from BPCC via an attendant, even if you are not able to assign a single prefix to all their phone numbers. In order to do this, take the following steps:

  1. Obtain a Microsoft Teams Phone Resource Account license for your Microsoft 365 account.

  2. In the Microsoft Teams admin center, navigate to Voice > Resource Accounts, click Add, and create an Auto Attendant-type resource account.

  3. In the Microsoft 365 admin center, you need to assign the attendant a phone license and a phone number:

    • Navigate to Users > Active Users and open the newly created attendant user.

    • From the Licenses and apps tab, assign the Teams Phone Resource Account license to the attendant.

    • From the Account tab, under the heading Phone number, click Manage contact information to add a phone number. Ensure that the phone number has the prefix necessary to be called from BPCC. In this example, the attendant will have a phone number with the format +1000XXXX, where X is a digit.

  4. Follow the Microsoft documentation to create an auto attendant that plays a menu prompt and offers dial by name.

  5. Associate the attendant with the resource user via the Resource User properties.

  6. Calling the auto attendant number via BPCC will reach the attendant. Any Teams or Microsoft 365 user with a phone number can then be reached by dialing their name followed by the pound symbol.

  7. A string now can be entered into the Microsoft 365 user contact field (e.g., Office Phone: 10001111,,222222# where 10001111 is the attendant number and 222222 is the dial by name string. Note that this tool uses 0 for space.).

Diagnostics Checklists

Testing Microsoft Teams to Bright Pattern Contact Center Calls

  • The Teams user has an E1/E3 license + Office 365 Phone System, or an E5 license.

  • The Teams user has a calling policy selected that includes outgoing calls.

  • The Teams user is assigned a Voice routing policy with the appropriate dialed number pattern, and that has the correct SBC enrolled.

  • The SBC is configured with the correct domain and port.

  • Your service provider has configured your contact center to correctly identify the dialing extension you are using in Teams to indicate a call to a BPCC contact.

Testing Bright Pattern Contact Center to Microsoft Teams Calls

  • There is a Teams user assigned the dialed number with the appropriate licenses.

  • Your service provider has configured the TLS SIP processor.

  • Your service provider has configured a single-tenant PBX trunk for calling Microsoft Teams.

  • The dialed number matches the dial-out prefix of the trunk.

  • The trunk’s number-changing parameters correctly transform the incoming and outgoing numbers.
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