• 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 your contact center’s Microsoft Teams admin, you will do the following in order to allow direct routing:

1. Add an alias domain to your Microsoft Office 365 instance (the TLS domain provided by your provider). Note this will require provider adding a TXT record in the domain during the process.
2. Configure the session border controller (SBC) and routing in Microsoft Teams
3. Configure/enable a one or more Teams user(s) for calling
4. Decide which prefixes would send calls from BPCC to Teams and which would send calls from Teams to BPCC and configure routing in Teams and on BPCC trunk (you would have to ask the provider to add the prefixes on BPCC trunk). This might also require the provider to configure number translation on the trunk, converting full PSTN phone numbers to extensions and back.
5. Configuring reachability of all Teams users from BPCC via an Attendant

Procedure

1. Add an Alias Domain to Your Office 365 Instance

This step is required so that Microsoft Teams will trust the domain when you add the session border controller (SBC) in the following step.

1. In the Microsoft 365 admin center, navigate to Settings > Domains > Add domain (proxy TLS domain) and add the alias domain. When you do this, a text string will be generated that will be used by your service provider to validate your domain. Note that you must provide this string to your service provider.
   1. It is recommended to decline email setup on the domain - it requires additional DNS settings, but the domain will never be used to send/receive emails
   2. It is acceptable for the domain that was successfully set up to show "No services selected" in the Office 365 domain list
2. Next, navigate to Users > Active Users > Add a user. Here you will add a user (e.g. “proxy”) for the previously created domain, as after you have registered a domain name, you must activate it by creating at least one E1, E3, or E5 licensed user on that domain. Note that the license can be revoked after the domain activation (i.e., it can take up to 24 hours).

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

1. In the Microsoft Teams admin center, navigate to Voice > Voice Routing Policies > Edit Global OR create new. This is what you will assign to users; however, note that Global is already assigned. They consist of PSTN usage records that, in turn, are linked to voice routes below. Add PSTN usage “To BPCC” (i.e., it’s just a text label).
   
   
2. Next, navigate to Voice > Direct Routing > SBCs > Add and add the proxy TLS domain that was added as an alias. Set the port to the TLS port provided by your service provider (e.g. 5062) and disable the send Options. If the proxy cannot be added, you might need to wait for some time (15, 30 min, sometimes an hour) - most likely the user with TLS domain you created above have not propagated inside Microsoft Teams yet
   
   
3. Next, navigate to Voice > Direct Routing > Voice Routes > Add and add the route that the number should match to be sent to BPCC. Add a prefix you choose that would send calls to BPCC ,e.g. “1000” (an invalid US area code), and then link it to “To BPCC” usage.
   
   
4. Note that depending on your country, Microsoft will insist on all phone numbers to either start with a leading + sign or start with your country code. You can affect the process of short number translation to long ones in the following section: Voice > Dial plans > <dial plan> > Localization rules.

3. Configure Teams Users for Calling

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; however, the license has to be from the enterprise-family level.

For a user to be reachable from BPCC software, they must have a business/enterprise phone number defined.

Note: This applies to users who will get their phone numbers from BPCC. For users who will have a phone number via a Microsoft Calling Plan, see 3a. Configuring Microsoft 365 Calling Plan Users.

in Teams Admin -> Users, select a user, click on Account tab, in General information section click pencil icon "edit", select Direct Routing as Phone Number Type and enter user's business/enterprise phone number in Assigned phone number field. Click Apply.

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.

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

All Teams users can be dialed from BPCC via an attendant. In order to do this, take the following steps:

1. Create a Resource User in the Microsoft Teams admin portal (i.e., Org Wide Settings > Resource Accounts).
   
   
2. Give the new user the Phone Systems Virtual User add-on license in the Microsoft Office 365 Admin portal.
   
   
3. Give the new user a phone number via Windows Powershell or Azure Cloud Shell using the following command:
   
   

   Set-CsOnlineApplicationInstance -Identity resourceuser@domain.onmicrosoft.com -OnpremPhoneNumber

   +10005555555
   
   

4. Create an attendant that plays a menu prompt and offers dial by name.
   
   
5. Associate the attendant with the resource user (i.e., via Resource User properties).
   
   
6. The calling attendant number via BPCC will reach the attendant. Any user can be reached by dialing their name followed by the pound symbol.
   
   
7. A string now can be entered into the Office 365 user contact field (e.g., Office Phone: 1111111,,222222 where 111111 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 OnlinePremURI phone number.
  
  
• The Teams user has a calling policy selected that includes usage that selects the matching prefix that points to the repro proxy domain.
  
  
• The BPCC tenant has a matching extension or a dial-out entry.

Testing Bright Pattern Contact Center to Microsoft Teams Calls

• The BPCC contact center has a single-tenant PBX trunk.
  
  
• The dialed number matches the prefix on the trunk.
  
  
• The trunk’s number-mangling parameters change from and to numbers to their proper destinations.
  
  
• The repro proxy has BPCC SIP processor addresses enabled in the ACL
  
  
• The repro proxy has firewall ports open toward BPCC.
  
  
• The repro proxy has a matching route that point to Teams.
  
  
• The repro proxy has the proper (not self-signed, not wildcard) certificate(s).
  
  
• There is a Teams user with a tel URL set to the dialed number.

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