assign number direct routing

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Assign, change, or remove a phone number for a user

When you set up Calling Plans, Operator Connect, or Teams Phone Mobile, you assign phone numbers to your users. In Microsoft Teams, the phone number that you assign is listed when a user clicks Calls .

This article applies to Calling Plans, Operator Connect, and Teams Phone Mobile. For information about assigning, changing, or removing a phone number from a user in a Direct Routing scenario, see Enable users for Direct Routing, voice, and voicemail .

Before you assign a number for a Calling Plan, Operator Connect, or Teams Phone Mobile user, you must get numbers for your users. For more information, see Get numbers for Calling Plan users , Set up numbers for Operator Connect users , or Set up numbers for Teams Phone Mobile users .

One way to see whether a user has a license assigned is by going to the Microsoft Teams admin center > Users . If a license is assigned, it will be indicated on the page. You can also use the Microsoft 365 admin center.

This note applies to customers who have a hybrid deployment with an on-premises Active Directory. If you want to assign a Calling Plan or Operator Connect phone number to a user or resource account, you must ensure that any phone number stored in the msRTCSIP-Line attribute on the user or resource account object in the on-premises Active Directory has been removed, and the change has been synchronized to Microsoft 365.

Assign a phone number to a user

When assigning a phone number to a user, make sure the phone number and the usage location of the user are of the same country.

To assign a number by using the Teams admin center:

Open the Microsoft Teams admin center and log in with a user that is a Global admin. This is usually the account you used to sign up for Microsoft 365.

In the left navigation, click Voice > Phone numbers .

On the Phone numbers page, select an unassigned number in the list, and then click Edit .

In the Edit pane, under Assigned to , search for the user by display name or user name, and then click Assign .

To assign or change the associated emergency location, under Emergency location , search for and then select the location.

If you are assigning numbers to Operator Connect or Operator Connect Mobile users, you may or may not be able to assign or change the associated emergency location. This functionality will depend on your Operator. Contact your Operator for more information.

Depending on whether you want to send an email to the user with their phone number information, turn off or turn on Email user with telephone number information . By default, this is on.

Click Save .

To assign numbers by using PowerShell, use the Set-CsPhoneNumberAssignment cmdlet as follows:

For Calling Plan numbers:

For Operator Connect numbers:

For Teams Phone Mobile numbers:

For example:

Because of the latency between Microsoft 365 and Teams, it can take up to 24 hours for users to be enabled. If the phone number isn't assigned correctly after 24 hours, see Phone Number Service Center .

When you assign a phone number the EnterpriseVoiceEnabled flag is automatically set to True.

Change a phone number for a user

To change a phone number for a user by using the Teams admin center:

In the left navigation, click Users , locate and double-click the user you want, click Account , and then under General information , make a note of the phone number that's assigned to the user.

On the Phone numbers page, select the number that you identified in step 1, and then click Edit .

In the Edit pane, under Assigned to , click the X to remove the user.

If you are changing numbers for Operator Connect or Teams Phone Mobile users, you may or may not be able to assign or change the associated emergency location. This functionality will depend on your Operator. Contact your Operator for more information.

For a PowerShell example, see Set-CsPhoneNumberAssignment .

Remove a phone number from a user

To remove a phone number by using the Teams admin center:

On the Phone numbers page, select the number that you identified in step 2, and then click Edit .

For a PowerShell example, see Remove-CsPhoneNumberAssignment .

Additional resources

erik365.blog

Communication and collaboration technology news focused on microsoft 365, assign teams direct routing phone number via teams admin center now available.

Microsoft now enabled Teams Voice Administrators to enable/disable/change phone numbers for Direct Routing deployments via Teams Admin Center . This eliminates the requirement to use Teams Shell to manage Teams Direct Routing Phone Numbers.

Thanks to Martin Heusser ( LinkedIn / Twitter ) for sharing this feature update via LinkedIn which originally came from Jamie Stark (Microsoft Program Manager in Microsoft Teams on Twitter). There was no feature item listed on the official Microsoft 365 roadmap.

So, this updated directly caught my attention and surprised me. Personally, I did not expect to get this heavily requested feature (by all Teams Voice Administrators) soon because there were no news around this circulating. Nevertheless, now we can be pleased to have it. Let me quickly show you where you can change Direct Routing phone numbers in the Teams Admin Center.

How to change a phone number for a Teams Direct Routing user?

Until recently you had to start a Teams PowerShell and run the cmdlet, for example:

Now that it is available in the Teams Admin Center you can find the option as follows.

Open Teams Admin Center and go to Users and its sub-menue Manage users

Search for and open the user’s account for whom you would like to add/change/remove a phone number.

After you found the user’s account, click on Edit in the General information area . On the right an overlay opens. Wherein you can select the phone number type “Direct Routing” and enter a phone number (without +, added automatically) like 49711999999999.

In case you want to remove/delete an assign phone number you just have to clear the “Assigned phone number” field and hit “Apply” .

That’s it. Enjoy.

Additional resources

Jamie Stark auf Twitter: “New voice stuff in #MicrosoftTeams admin center today includes Direct Routing number assignment, Resource Account search (now using ConfigAPI, along w/DR config), BW Mgmt Policy, MoH policy & more. Try it out & LMK if you see anything goofy; a couple regressions already found…” / Twitter

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You are welcome. True. I have not yet found this updated functionality described in the recent documentation on docs.microsoft.com.

I have seen this just today, the first time, in another tenant. Cloud-only. No SFB (hybrid) at all. Phone system licenses were assigned a few days ago. I did not yet find the reason. What did I try so far? – Tried different browsers… of course – Assigned voice routing policy and calling policy first, waited a bit, re-tried via TAC. No change. – Assigned the first phone number as in the past using Teams Shell and waited a few minutes, refreshed the TAC. No change, still greyed out (all users). Assigned DR phone number in a greyed-out field.

– Now, I’ll wait some hours (till tomorrow) and re-check. Maybe it takes some time to get available after the first phone number assignment? – I could imagine that the feature is maybe not yet fully available to all M365 tenants? (my demo/test tenant is configured for “targeted release for everyone” which might bring this earlier to my demo/test tenant). Just a guess.

Thanks for responding! Good to know I wasn’t the only one having this experience. Maybe it wasn’t ready for prime time just yet.

John K. Boslooper | Sr. Systems Engineer | Magenium Solutions

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Thanks for publishing this article! Microsoft doesn’t seem to have this on their website yet. When I go to assign a phone number through TAC, the “Assigned Phone Number” field under Direct Routing is greyed out and doesn’t let me add/change it. Any ideas why? It is a hybrid environment but the user is homed online.

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Martin Boam's Microsoft Blog

All things microsoft including a lot of teams office 365 , m365, skype for business, lync and exchange blog.

Assign Direct Routing Numbers to users in Teams Admin Center

I saw a tweet from Jamie Stark saying there’s new voice features in Teams Admin Center (TAC) so i wanted to check them out.

First up you can now assign a Direct routing telephone number to a user in the Teams Admin Center where before this was always a PowerShell job to enable a Direct Routing user for Enterprise Voice and then assign a direct routing telephone number.

Assign Direct Routing Telephone Number in Teams Admin Center

Sign into TAC and go to Users > Manage Users

Select a user

Under Account > General Information click Edit

Select Direct Routing from the drop down and enter an assigned telephone number

Click Apply

Now you will see the number displayed on the user and Phone number type Direct Routing

To check i sign into Teams with PowerShell and it has assigned the telephone number and enabled the user for Enterprise Voice however it hasnt enabled the user for hosted voicemail. Please see at the end of the post for voicemail.

Remove a telephone number

To remove the telephone i go back into TAC and clear out the telephone number and click apply

Now the assigned phone number and phone number type are set to none

And to check with powershell and its removed.

Please note: For voicemail It does seem that hosted voicemail is not enabled via the TAC when assigning a telephone number so for voicemail this needs to be enabled via PowerShell still. Ill see if i can some updates on if this is coming. For now its PowerShell as below. Thanks to Scott Rendell for pointing this out.

Set-CsUser -Identity “[email protected]” -HostedVoiceMail $true

Other new Items

For the other items i cant see these at the moment but ill check back later and update here.

UC Status – The home of UC News, Reviews & How-to's

Blog , How-to , Microsoft Teams , PowerShell , UC News

How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams Phone System

Hello Readers, hope you’re well.

Another really quick post for you. There was a Tech Community post today regarding updates to Auto Attendants and Call Queues.

The updates introduce new capabilities, including;

They also list some new features coming soon:

This update comes just a few days after the control panels for AA & CQ moved from the Skype for Business Admin Centre to the Teams Admin Centre. See my recent post here .

The focus of this post is the ability to use telephone numbers from your Direct Routing setup for your Teams Auto Attendants and Call Queues.

What do you need?

You can set up a new Resource Account using the Teams Admin Centre or using PowerShell.

From TAC, expand Org-wide settings -> Click Resource Accounts -> New Account

This opens the new resource account form. Give it a Display Name, User name and choose a domain. Then decide if it will be used for an Auto Attendant or Call Queue.

If you want to do this using PowerShell, run the following

New-CsOnlineApplicationInstance -UserPrincipalName [email protected] -DisplayName “Resource Account – DR Num” -ApplicationId “ce933385-9390-45d1-9512-c8d228074e07”

ApplicationId “ce933385-9390-45d1-9512-c8d228074e07” is the same as choosing Auto Attendant in the TAC. If you want to use it for a Call Queue, the ApplicationID is “11cd3e2e-fccb-42ad-ad00-878b93575e07”.

One you have created your Resource Account, it should display in the TAC

You’ll also need to assign this Resource Account an E1 and Phone System add-on license because you’re assigning it a number. Microsoft did initioally say that they were working on a new license type for Resource Accounts that needed telephone numbers. I had assumed it would have a charge.

They also announced this:

…You will need to use a user-based licensing temporarily until an app cost-free license model is available (work in progress)

For the next bit, I’ll assume you have an Auto Attendant. I’ll do another post on the creation of an AA.

Now assign your Resource Account to the Auto Attendant you created.

Now you need to assign your telephone number. Since Office 365 isn’t aware of your on-premises number range, you need to do this next bit using PowerShell. Run the following.

Set-CsOnlineApplicationInstance -Identity [email protected] -OnpremPhoneNumber +442077891234

Shortly after, you should see your Resource Account in the TAC, with your phone number

That’s all folks!

Update : I’m getting a lot of reports from people that they’re unable to route calls to their Auto Attendant or Call Queue that uses the resource account with the direct routing phone number. They say that they get a “404 not found” in their SBC traces.

Like many other problems with Teams admin, the solution, it seems, is time. If you get this, just wait a while and it should start working. This could be as little as 30 minutes or as much as several hours.

The moral of the story is, if it doesn’t work, wait a while and try again.

If this has happened to you, please leave a comment with an estimate of the time it took to start working. Of if you have a different experience, please let us know. We’d love to hear your story.

Hope that was useful. Stay tuned for more.

If this or any other post has been useful, why not take a moment to like and share. Thanks

Share to Teams

110 thoughts on “ How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams Phone System ”

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Thanks for the cross links and mention Tom 😊

Did you manage to get this to route successfully? We are getting a 404 not found when trying to reach the numbers assigned to these queues.

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Never mind, it was a case of “just wait longer”

Out of curiosity, how long did you wait before it started working? I’ve had a lot of questions about 404 not found. I’d like to update the post. Thanks

Our customer tenant took 2 1/2 hours, our own tenant (same region) took approximately 30 minutes.

Thank you Sean

Hey Randy, have you done much testing on this?

We are unable to route a call to users in a call queue if the call lands on an Auto Attendant. We get the following error in the client logs:

ms-diagnostics: 42004;reason=”Unexpected error occured routing the request”;source=”ME10R04RFE06.INFRA.LYNC.COM”;Cause=”ErrorRetrievingNumberFromBVD”;appName=”BusinessVoiceRouting”

This looks suspiciously like the BYO DDI is not being replicated to some application causing the calls to fail.

Have you seen this before?

Are the recipients EV enabled and do they have the Phone System license?

Randy Chapman ________________________________

Hi, I had this issue useing AA with resource account and a phone number series. Getting the 404 error with reason code =111. I have been working together with Microsoft support for about 3 weeks now. First I was thinking sync issues. But it’s not. Have done recreated of the AA and CQ and for the resource account aswell. Has proper license (has only E5). Tried all the trick in the book, and today Microsoft support tells me this. I would like to inform you that the User (subscriber) phone numbers cannot be assigned to a resource account. Only service toll or toll-free phone numbers can be used. Please find the below URL for the Microsoft Article: https://docs.microsoft.com/en-us/microsoftteams/manage-resource-accounts

I think they are looking at this from an Calling plan perspective and not a Direct Routing perspective.

Hey Kai. I had a problem with one of mine too. Took them 10 days to fix. I asked for a reason and whether it was likely to happen to my next attempt

“Our engineers tried to force a sync multiple times but some of the attributes of the affected phone number was not syncing in our Business Voice Directory (BVD). One of our engineers identified that the cookie for the service instance which the tenant lives on seems to not have been updated to include the newer attributes. The said cookie was updated on the back end to sync the new attributes. BVD is now in sync with the new attributes which resolved the issue. This is something that rarely happens and I don’t think this will affect the other phone number that you are going to port to your SIP provider. If in case this happens again we can refer to this case/incident to resolve the issue much faster. We cannot guarantee a 100% that we will not encounter a similar issue in the future but with the information that we have gathered during this incident will definitely help in preventing this kind of issues in the future.”

Hi Randy, thanks for your answer. But what about they say that Resource Account only support service numbers? Either Toll or Toll-free. This must as how I see it must be regarding to Calling plan who is not here in Norway 🙂

The article they liked to says direct routing numbers can be assigned to resource accounts. They just need E1 or better and Phone System. This is what went live a couple of weeks ago. Unless they are pulling back support for this feature because of all of the problems, I don’t know why they would say this. As you said, if you can’t buy calling plans, you can’t obtain service numbers. So they need to support this and make it work consistently.

Exactly the same story here: i can create resource accounts, I can assign OnPrem PSTN numbers. It’s only not possible to call them using our Direct Routing SIP Trunk. I keep getting a 404 Error. I have a ticket open now for 3 weeks now.

The problem is visible like this: in the Teams Admin Center, when editing the Auto Attendant, I don’t see any Phone number next to the Resource account. In the menu ‘Resource Accounts’ under ‘Org-Wide settings’, I do see the number next to it. So it seems like the number is succesfully assigned, but the link with the auto attendant itself is not there.

Same problem I had. Hopefully you can give your assigned engineer my resolution notes and they can fix it for you.

Thanks, did that. Fingers crossed.

Thanks for the pingback

Does “You can assign a hybrid number to AA/CQ (currently in preview)” refer to Skype CCE? We have not been able to get this to work via CCE. Getting error 480 Temporarily Unavailable between the CCE Mediation and Audiocodes SBC.

No. Only for use with Direct Routing which only works with Teams calling.

I think you will soon be able to set up hybrid numbers and hybrid AA/CQ with SfB server. But not with CCE

Other bloggers are stating the “hybrid number to AA/CQ (currently in preview)” is CCE. Are you stating that it actually refers to Skype for Business Hybrid and that it is in private preview?

The only point to CCE is to use on prem call handling for users homes in Skype online. This is because Direct Routing isn’t supported for users that aren’t in TeamsOnly mode.

I think if it is possible to assign the cloud AA/CQ an on prem number it would be from the hybrid application endpoint cmdlets https://docs.microsoft.com/en-us/skypeforbusiness/hybrid/configure-cloud-auto-attendant which is an on prem cmdlet used for creating on prem resource accounts for cloud AA

My post is specifically about using Direct Routing numbers for Cloud Resource Accounts. No on prem Skype or CCE needed.

I don’t know if the hybrid app instance cmdlet exists in CCE. Or whether it’s just SfBS19

I hope I’ve cleared that up?

Well somewhere between 24-48 hours it all of sudden started working with a CCE number so it looks like it just takes a long time as stated. Of note, Premier support did not even pick up our Premier Support case for 12 days on a Severity B. The TAM stated the team is so backed up that there would be a week wait to get it assigned. There must be a lot of pain out there.

Glad it was just a replication thing and finally started working for you.

To be clear, did you use the online application instance? Or the hybrid one? I want to add that to my post regarding CCE and credit you, if that’s ok.

Also, can’t believe support is so backed up. But I can tell you there are a lot of people trying out this DR number stuff. And not knowing up front that you only need to wait 4-48 hours for it to work doesn’t help anyone. Plus, there are still people having problems even when it starts working. Maybe it wasn’t tested enough in private preview/TAP. Because surely these things would have been discovered and ironed out before GA.

The problem of the number not showing up next to the AA has been resolved. (I don’t know yet if this is thanks to your information I gave them or something else). Unfortunatelly, the ‘SIP/2.0 404 Not Found’ error persists. We still cannot call this AA using our Direct Routing SIP trunk, it is also not working directly from a Teams user (which I suppose will be completely processed within the Teams backbone). So at this point, I still seems like this On-Prem telephoneNumber feature is broken. Ticket is still open.

I moved my E1 and Phone System licences to a new resource account and then assigned a number. I assigned the resource account to an existing auto attendant and the Number showed up in the TAC immediately.

Hope your issue gets resolved soon.

Having read this blog thought i might give a little inside baseball on this weird 404 issue we all seem to be having.

I’ve raised a case with MS and spoken with a few engineers, they have admitted they have a known issue with the Business Voice Directory in Azure.

Some tenant’s resource accounts and the associated call queues/AAs that are created through the admin console don’t get pushed to this directory and as such the teams front ends don’t know where to send the call!

I’m working with them to find a workaround until they fix this issue.

Thanks Alex. I created one yesterday In PowerShell and then assigned the number and it showed up in the TAC immediately.

So do you think this is just for Resource Accounts set up in TAC?

It looks to be any resource account where you then assign a direct routing number.

As a test i created a new resource account and queue with a domestic calling plan via TAC, then assigned a service number with the Set-CsOnlineVoiceApplicationInstance -Identity [email protected] – TelephoneNumber +44123456789 command.

This works fine, so my guess is when you go to assign a number to a queue/aa if Microsoft doesn’t have a record of that number (ie it isnt a service number they have supplied), for some reason it doesn’t sync it into the business voice directory. Again this only appears to effect some tenants!

I have passed back to MS to see what they can advise.

Thanks for testing and confirming.

Basically, what is happening is that numbers need to be added to their Business Voice Directory. This takes time. Sometimes a couple of hours and sometimes days. Sometimes it needs some coercion by Microsoft to remove blockers (like in my case).

I heard that Microsoft is adding the ability to manage phone numbers, including DR and hybrid numbers, to Teams and the Teams Admin Centre. I’m thinking it will be a little like the unassigned number service in SfB, where you declare all of your DDI ranges so Teams knows about them, and more importantly, adds them to the BVD. Maybe in advance of needing to use them.

It is clear that this didn’t get nearly enough testing in private preview and TAP. Definitely wasn’t ready for GA when it was released.

I seem to be able to get the AA answering from my direct number, but there is no transfer to any other, legitimate user from the dial-by-name AA. After “transferring your call to xx” I get a Sorry I couldn’t help, please call back later, goodbye” message.

I’ve seen problems with Transfer from the AA to a user or CQ. Can be caused by an issue with config or code on the SBC. Basically not receiving the right response and sending bye.

What SBC are you using?

Thanks for the reply, and all the other messages on here. It is audiocodes, and I’ve been working with vendor today. It does have to do with the refer and secondary invite having a different from uri. Manipulation rules don’t seem to address it. I’ll try the recommendations I see below. If i have a successful transfer, I’ll post the config details.

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That’s great. Thanks John. Maybe I can turn it into a separate post. Seems like the fix deserves more than a comment on a blog. It goes without saying I’ll credit you.

Hi, I’m a college of Kai Stenberg. We discovered (by accident) that transfer from Teams user that first answered a AA/CQ call, start working when we:

1. Disabled voice mail for teams users (per user) 2. Granted all users voice policy: AllowCalling. 3. Configured AllowCalling as below:

Identity : Tag:AllowCalling Description : AllowPrivateCalling : True AllowVoicemail : UserOverride AllowCallGroups : True AllowDelegation : True AllowCallForwardingToUser : True AllowCallForwardingToPhone : True PreventTollBypass : False BusyOnBusyEnabledType : Disabled

I think PreventTollBypass = false is important, even though is has nothing to do with transferring AA/CQ calls to other users. We was not able to use Global policy even when we configured global policy with the same properties as for AllowCalling.

Think I had this. Could be something to do with a REFER in sbc trace and that there is some new IP adress from Microsoft

Yep. If you look at the trace on the SBC you should see a bye just after the attempt at transfer.

Saw some new ther in the 13.x.x.x/24 range uswest and euno we never seen before

We also have this problem. It seems our AudioCodes SBC does not handle the REFER correctly. The Direct Routing is set up following the guidelines of AudioCodes which should comply to the needs of Microsoft. Completely stuck at this point now.

The vendor should be able to help if you send them the trace. They just need to reverse engineer the fix.

Do you have specific information about this fix so I can pass it to them?

I don’t unfortunately. Not for AudioCodes

What is the number of DSP licenses you have on the Audiocodes sbc. I guess its 0 or 2. Try this:The GOOD NEWS is that transfer work after we uploaded the PRT .dat file and set the SBCPerformanceProfile = 2. Then reboot the Audiocodes sbc

hi, in the license tab we see ‘DSP channels: 52’. What is the PRT.dat file? Version from our SBC is: 7.20A.250.003

Hi, 7.20A.250.003 is the version MS has certified. There is a newer version that is out who is 7.20A.250.256 who we have btw. PRT.dat is the The Prerecorded Tone (PRT) file contains user-defined prerecorded tones that can be played by the device. You will find information in the Auxilleries files its prerecordedtone files. We got this tip from Yair Fanash at the audiocode support. Check this out: https://www.manualslib.com/manual/921870/Audiocodes-Mediant-1000b.html?page=581 If off now for one week on vacation and good luck.

Thanks for all your advice Kai. Have a great vacation

Also, we have a Virtual Edition, so I think that’s why I don’t find this performance profile. The underlying VMWARE platform always runs on the highest performance profile..

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Does this allow you to use Audio Conferencing via our Direct Routing (i.e. using our own numbers) or are we still forced to buy Microsoft’s Audio Conferencing add-on?

Audio Conferencing is still just Microsoft numbers. But you get numbers all over the world along with the license. So I think that’s a good thing. If you could use your own number for a conference bridge, it would be one number or maybe more if you have them like Skype for Business Server. But you have to own them. And international numbers are expensive to own.

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I’m calling it a Teams Minute…. e.g. 1-24 hours

This actually worked for me almost immediately after assigning the number. I created a resource account with New-CsOnlineApplicationInstance, assigned a license (my tenant actually now has the no-cost Phone System – Virtual User license), applied a freshly acquired DID from my provider via the set command, and it just pretty much worked.

That’s my top tip. Use PowerShell, not the TAC to create it and assign the number. When I do it that way, it works within a few minutes.

Thanks for confirming

Finaly mine start to work aswell. Dang MS support. Almost 8 weeks to figure out that there was a sync issue in Microsoft Backend. Have tried to tell them this of about 4 weeks. 🙂

Direct routing numbers weren’t ready for GA. And whoever was in TAP “testing” it before debut clearly didn’t. All these things would have spotted and fixed.

Glad it’s finally working for you

Tested things in TAP and reported stuff that didn’t work. Can’t do a lot more!

Here the same issue, 404 error on SBC… Created case but no feedback (yet)..

Hello Randy,

Once Resource Account configured and number associated it took 24 hrs for the number to be fully active in our setup.

Which one is cmd recommended to use to assigned number on AA Teams because we use DIrect Routing Teams.

Set-CsOnlineVoiceApplicationInstance -Identity [email protected] -TelephoneNumber +14255550100

Set-CsOnlineApplicationInstance -Identity [email protected] -OnpremPhoneNumber +14250000000

I wrote a blog post that explains it

https://ucstatus.com/2019/05/14/how-to-assign-a-direct-routing-number-to-an-auto-attendant-or-call-queue-in-microsoft-teams-phone-system/

what is the different if we use this Set-CsOnlineVoiceApplicationInstance -Identity [email protected] -TelephoneNumber +14255550100?

I think that’s an old command for Skype online only. Use the one without voice.

Understand. Now i have problem with customer environment. i have assigned number onprem to AA and then i reassigned it back and assigned that number to user. i also have delete resource account and AA to clean but until now user unable to make or received call from PSTN.

Norafify: how long have you waited after making those changes? As per comments here, it can take, well, hours or days for replication.

i have been waiting for more than 1 week. now i’m engage with Microsoft guys but still not solve yet.

Thank you for this, I will like to clarify, the on-premise number i’m assigning to the resource account, can it be an existing on-premise number currently terminated on a PBX (e.g Avaya). Since i will like to migrate my phone numbers to Teams, so when someone attempts to call the number assigned to the resoure account, it can route it to the individual specified in the Auto-attendant.

If yes,my question now is, what number will i now specify when I enable the user (that use the number assigned to AA) for Enterprise Voice? Can it be a dummy number?

You can assign any number to a resource account. Real or made up. If you want to route calls to it, it should be real. And one that you’ll port to the SIP connected to your direct routing enabled SBC

Ever come across this error before?

PS C:\Users\shaun\Desktop\Teams> Set-CsOnlineApplicationInstance -Identity shauntestresource -OnpremPhoneNumber ++14255550100 WARNING: Attention: On-premises domain must use on-premises cmdlet. Please copy and paste the below commands and run them with appropriate admin privileges in your on-premises Skype for Busin ess environment. WARNING: Set-CsHybridApplicationEndpoint -Identity shauntestresource -LineUri tel:++14255550100 This cmdlet is for online domain only. Please run corresponding on-premises cmdlets for on-premises domain. + CategoryInfo : InvalidOperation: (:) [Set-CsOnlineApplicationInstance], InvalidOperationException + FullyQualifiedErrorId : Microsoft.Rtc.Management.Hosted.PlatformService.ApplicationInstance.SetCsOnlineApplicationInstanceCmdlet + PSComputerName : admingb1.online.lync.com

Sorry, for context I am using an evaluation tenancy only. There is no on-prem SfB kit available.

I haven’t seen that error with that command. As far as I can see it’s correct. The only difference in my blog post is that I use the full [email protected]

I got the same problem and I fixed it by assigning a MYDOMAIN.onmicrosoft.com mail-address. Every other mail that my company got is not working anymore. I think Microsoft changed something.

Maybe you can fix your problem as well with that.

So I stumbled upon this blog because I seem to have the same issue. Direct Routing on prem number works when assigned to an end user but not when assigned to the AA. Case open now for 3 days with no result. I’ve don’t the “create a new resource account” and still the same. SBC of course fails with the 404 and Teams logs clearly show the issue is with the BVD. As a last resort I’m trying the suggestion that giving the resource account the onmicrosoft address. First test has failed but of course I’ll wait a “Teams” minute and try again. If this works I’ll report back.

I’m having this exact problem. Used Randy’s guide earlier with no issues, but now I get the same message as you do.

Did you figure out the problem?

we have deleted an old ressource account 30 hours ago and reassigned the on prem phone number to a new ressource account. However, the phone number are not reachable anymore from the PSTN. We always get 404 Not found.

The unreachable phone number is a central service number. This is a business critical issue. What can we do? Waiting days is not an option.

Best regards Jan

Hi Jan, When you add a phone number to a resource account, it starts a process at Microsoft to add that number to a directory called the Business Voice Directory (BVD). That number gets tied to the resource account in the directory. There is also an attribute for whether the resource account is a call queue or an auto attendant. Again, these are in the directory. The unfortunate thing is that only Microsoft has access to the BVD to make changes. In your case, the change would be to associate that number with another resource account after the one it was previously tied to was deleted. It can also affect when you want to reassign a resource account that was used for a call queue to an auto attendant.

I’m afraid you’ll have to raise a ticket with Microsoft and explain what you want. Hopefully they should be able to re-associate the number or maybe just delete it from the BVD so you can start again.

For future reference. It is best to keep a resource account and phone number association. And just move the resource account from one AA to another one. Or one CQ to another.

Heard this from a Microsoft engineer: if you want to delete old resource account, FIRST remove the number, wait a few hours (I would wait 48hours to be sure) and then delete the object.

Sounds reasonable

We have done the recreation of the ressource accounts for two call queues (our phone central and our customer service) at the same time.

A few minutes after my last post the ressource account of the phone central works again. However, the one of the customer service did not. I have already tried to remove the on prem number on the customer service ressource account and then reassigned it. It does work. I will wait another few hours and then open a ticket at Microsoft.

However, the current implementation of Microsoft is unacceptable.

Sorry, there was a typo in my last post: It does NOT work

Hi, I have a question about replacing outbound caller ID’s with a central switchboard number and I think the answer lies somewhere on the page. In TAP, I can create a new policy by it seems the only way to replace an outbound caller ID is with a Service Number. I tried creating one in Powershell but got the error about the number not being in the BVD or tenant.

Is this possible with Direct Routing? And if so, do I need to create a resouce account first?

I think it’s only service numbers for now. Not sure when it will be available for on prem numbers. But it’s logical to assume that’s coming

We desperately need this as well. At the moment it looks like the options are give out everyone’s DDIs, or make the outbound call anonymous…

We have masked the service number outbound on the SBC and then used the service number as a mask for users.

Hacky, but it achieves “an” outcome

just set the on-prem number and it does not work…hopefully its replication time!

You just have to wait a “Teams minute”

Hello Randy

Can I assign my own numbers to the users, instead of Microsoft numbers while configuring direct routing? “on-premise PSTN” option is not available in my tenant?

Yes you can. The user needs a phone system license. To be enabled for Enterprise voice and cloud voicemail. And an onpremlineuri

Hi Randy, Thanks for the perfect guide. Could you please mention how we can use a direct routing number as a service number and use it for CallingLineID? (purpose is to use a Direct Routing number as the Call Display for any outgoing Call) Regards Ali

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Great guide, works fine for the ones I’ve created so far! Just wondering if there is anything out there on official licencing aside from the user specific ones currently in use. Haven’t read all of the comments so I may have missed this!

Official licensing for the Resourse account? Or the users in a queue etc?

Resource accounts with telephone numbers need the Phone System Virtual user license

Users that Teams hands calls to need Phone System

Thanks for the ping back. Great post

we have an issue it’s work from one number When I dial from the cell phone works and when I dial from another number does not work. and it’s not related to the sip provider.

I get an error on sbc – 500 The server encountered an unexpected internal error

I adding the steps for creating Hybrid Endpoint:

1. We upgrade the Environment to CU 10 HF1. 2. Create an on-premises resource account – New-CsHybridApplicationEndpoint -DisplayName TestIVR -SipAddress sip:[email protected] -OU “ou=Resource Accounts,ou=radwinusers ,dc=msftnettest,dc=co” -application id “ce933385-9390-45d1-9512- c8d228074e07”. (app id for AA) 3. Assign a phone number to the resource account- Set-CsHybridApplicationEndpoint -Identity [email protected] -LineURI tel:+XXXXXXXXX 4.Force sync to Azure AD 5. Add Licence Phone System – virtual user. 6. connect to skype online – Set-CsOnlineApplicationInstance -Identity [email protected] -OnpremPhoneNumber +97237662916 7.wait for synchronization and assigned to AA.

You have an idea why this is happening?

Thank you very much for this great tutorial!! The resource-account got a phone number with direct routing!!! *party* This article saved my weekend!!

Wonderful. So glad it could help you. Enjoy the party 🎉

I was wondering whether you had any insight into when and if Microsoft will list phone numbers assigned to Call Q and Auto-Attendant as Service numbers. By not listing the numbers it is not possible to create a caller ID plociy and assign to a user that would send caller ID of the phone number assigned to the call queue.

No insights I’m afraid. But I am definitely hoping that will become the case. It’s less about resource account numbers being listed as service numbers and more about privately owned or Direct Routing numbers being manageable by admins in the TAC. As an MVP I’m definitely pushing for this.

Thanks Randy – push hard as you can please!

Thanks for the article. You could Update the License needed for Resource User. Microsoft released “Phone-system – Virtual User License” Best Regards

Hi Randy When we use the AutoAttendant in microsoft TEAMS, very often the autoattendant is only playing half or less of the menu, seems there is a delay here. It happens so often that I would say it is not useable. Is this normal behavior on Microsoft Teams?

Never heard that before. Are people selecting options before the announcement is done?

If there is a problem then I would raise a case with Microsoft. Definitely not normal

Hi no this is an example AA is saying “welcome to our firm, press 1 for Sales, press 2 for support, press 3 for reception”

maybe 2 out of 3 times, this message will be cut off. So maybe we only hear

“press 2 for support, press 3 for reception”

or maybe only “for reception”

Sounds like a big. Raise a ticket with Microsoft.

Erwin Bierens

Microsoft teams - assign direct routing phone number in tac.

Microsoft released a new feature within the Teams Admin Center. It’s now possible to assign Direct Routing phone numbers in the GUI.

Direct Routing numbers in Call Queues and Auto Attendant

It is now possible to use Direct Routing numbers for Call Queues and Auto Attendants hosted in Teams / Phone System. Direct Routing is function that allows you to bring your own SIP-trunk instead of using phone numbers provided by Microsoft will Calling Plans. To be able to use your own DR-number for a Call Queue (CQ) or Auto Attendant (AA) you have to create a resource account that you assign a phone number to.

1. Create resource account

First create the Resource Account. You can do this in Teams Admin Console. Expand Org-wide settings and select Resource accounts.

You will see all existing resource accounts and to create a new one click on the New account button.

Enter the information about your new account; Display Name, Username (select domain) and Resource account type (should be Call queue).

You can also create your resource account with powershell. There is two different Applications IDs you can set, one for Call Queues and one for Auto Attendants.

2. Assign a license

Assign a Phone System – Virtual User to that account from Office 365 Admin portal. If you don’t assign a license you will get an error in the next step.

Earlier you had to assign a Office 365 E1, E3 (Phone System add-on) or E5 ). But this has changed now, if you want to change to Virtual user license do not remove the E-license before you add the Virtual User license. Assign licenses to users in Office 365

3. Assign number to resource account

For this step we have to switch to Powershell. Connect to Skype for Business Online Powershell module and run the following command.

4. Assign resource account to an existing Call Queue

Go back to resource accounts in TAC and select the resource account you create. In the top menu select Assign/unassign.

You should see the phone number that you assign with powershell and you should be able to select an existing CQ in the select a call queue drop down, select a CQ and click save.

You can assign multiple resource accounts to one Call Queue or Auto Attendant, so if you had a service number provided by Microsoft before you can keep that and assign your own Direct Routing number as a second number.

Wait a while for everything to sync in Office 365 and then you should be able to call your number and get routed to your Call Queue.

When I tried this the first time in our tenant I got an 404 error when the SBC routed the call to Teams. I had to start a support case with Microsoft Support, they escalated the case and after a couple of days it started to work. Microsoft Support were not able to say if they did anything or if it just were the waiting time that solved this. After the first number were solved we did not have more 404 error with new numbers.

Purchase Phone System – Virtual User license

In Office 365 Admin portal you can acquire these licenses for “free”. You will get 25 “Phone System – Virtual User” for the first Phone System license you purchase, then you will get one (1) additional one for every 10th Phone System license. So if you have a company with 100 Phone system users you will get 35 Phone System – Virtual User licenses.

Get Phone System – Virtual User licenses

Open https://admin.microsoft.com/ from a web browser and sign in with you administrative credentials.

In the left menu expand the Billing menu and select Purchase services

M365 Apps & Services MVP | Consultant work at Exobe , based in Göteborg, Sweden. Co-host of Teamspodden , co-organizer of Teamsdagen . Been working with Exchange, LCS, OCS, Lync, Skype, Teams and related stuff for a while. Mostly writing tips and news after getting questions from customers.

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6 thoughts on “ direct routing numbers in call queues and auto attendant ”.

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How do you proceed to remove a number, from a resource?

This should remove the number: Set-CsOnlineApplicationInstance -Identity [email protected] -OnpremPhoneNumber $null

Soooo, the Set-CsOnlineApplicationInstance – Is not even a command to be found anymore…Or me and my PS guru couldnt find it period as a cmd that is used.

All we keep getting is errors,

Also do you know why when creating a RA I have to choose the “.onmicrosoft.com” domain?

Is there a reference from Microsoft confirming this

I am trying to setup a Directory Search via Direct Routing number assignment. If I call the number and ask for the user, the system acknowledge the user, however fail to transfer the call. Any idea’s?

Creating a resource account and assigning a Direct Routing DID

Prerequisites.

Connecting to the Cloud Services

Creating the resource account/s & assigning dids, 1 - create the resource account, assigning dids to resource accounts.

IMAGES

How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams
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How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams
Microsoft Teams Direct Routing
What Is a Routing Number?
Microsoft Teams Direct Routing Tool

VIDEO

Cubase direct routing!
Practical Work 2
Introductory Routing
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Program
Dynamics 365 Business Central

COMMENTS

Enable users for Direct Routing
Use Teams admin center · Go to Users -> Manage users. · Select a user. · Under Account General information, select Edit. · Under Assign phone number
Assign, change, or remove a phone number for a user
Assign a phone number to a user · Open the Microsoft Teams admin center and log in with a user that is a Global admin. · In the left navigation
Assign Teams Direct Routing Phone Number via Teams Admin
After you found the user's account, click on Edit in the General information area. On the right an overlay opens. Wherein you can select the
Assign Direct Routing Numbers to users in Teams Admin Center
First up you can now assign a Direct routing telephone number to a user in the Teams Admin Center where before this was always a PowerShell
How to: Assign a Direct Routing Number to an Auto Attendant or Call
How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams Phone System · Transfer out to PSTN from auto
MS Teams Direct Routing
MS Teams Direct Routing - International: Assign Numbers ... Scroll down to "Voice routing policy" and drop-down to select "CallTower Route (Region)
Microsoft Teams
How To · Go to Teams Admin Center users tab link. · Select the user you want to change. · Under General Information click edit. · Select Phone
Direct Routing numbers in Call Queues and Auto Attendant
Direct Routing is function that allows you to bring your own SIP-trunk instead of using phone numbers provided by Microsoft will Calling Plans.
Creating a resource account and assigning a Direct Routing DID
Due to Teams Direct Routing being a fairly new product theres a few items that still have to be configured via PowerShell. By default Microsoft doesn't
Teams Direct Routing
Remove a Direct Routing Phone Number ... Next to General Information, click Edit. In the right-hand flyout pane, clear the assigned phone number. Click the Apply