Set up Microsoft Operator Connect

Infobip is a Microsoft Operator Connect provider that delivers DID numbers and PSTN (opens in a new tab) voice services in the United States. These numbers can be assigned to Microsoft Teams users through the Teams Admin Center, with no on-premises SBC infrastructure or complex voice engineering required.

Prerequisites

To use Microsoft Operator Connect, you need:

• Access to your Microsoft tenant ID.
  • Log in to the Azure portal.
  • Go to Microsoft Entra ID > Properties.
  • Find the Tenant ID section.

Contact your Microsoft Teams administrator if you do not have this information.

• Infobip USA voice-enabled numbers.
• A configured Microsoft Operator Connect plan on your Infobip account.

Microsoft Operator Connect calling plans and billing

Infobip offers two calling plans for Microsoft Operator Connect: metered and unlimited.

• Metered plan: Charges apply for every inbound and outbound call based on Infobip standard USA voice pricing.
• Unlimited plan: Each Teams user gets 4,000 outbound minutes to US numbers at no additional cost. Infobip standard USA voice rates apply to inbound calls. Infobip standard voice tariffs apply to international calls under this plan.

Setup and configuration

Register your Microsoft Tenant ID and service addresses

1. Log in to the Infobip web interface (opens in a new tab).
2. Go to the Voice and Video channel application.
3. Select the Operator Connect tab.
4. From the menu, select Microsoft Tenant ID, paste your tenant ID, and select Submit.

Add service addresses

Before adding users (Infobip USA DIDs), register your service addresses (also called primary place of use). These are the physical locations where your Teams users will use Teams telephony services. Service addresses are required for regulatory and taxation purposes.

After your Microsoft Tenant ID is registered and validated and your service addresses are defined, you can proceed with adding users by selecting Add users.

Add your Teams users (USA DIDs)

To add your Teams users with Infobip USA DIDs:

1. Open Add users.

2. Choose the voice-enabled USA DIDs that have no inbound configuration. Only these numbers are displayed in the list.

3. Select Next.

4. For each selected DID, define the following:

   • User type
     • Standard Teams user: An individual employee licensed with a specific direct inward dialing (DID) number to make and receive external calls.
     • Shared line: A phone number shared by multiple users or devices, commonly used for main office lines, help desks, or common area phones.
     • Auto-attendant: A virtual resource account that answers incoming calls automatically and routes them using a menu system (IVR) based on keypad or voice input.
   • User information (optional): Enter first and last name or service name for documentation only. This information is not synchronized with Microsoft Teams.
   • Microsoft location: For standard Teams and shared line users, select the associated Microsoft location. Allowed locations are automatically retrieved from your Microsoft Tenant.

5. (Optional) Assign a failsafe number for each DID. If there is a communication issue between Infobip and Microsoft, incoming calls to your USA DIDs are forwarded to these numbers.

6. Assign a billing plan (metered or unlimited) and the appropriate service address for each DID. The auto-attendant user type can only use the metered plan.

7. Review your configuration on the summary page. If everything is correct, select Order now to complete the setup.

After submitting the order, your DIDs appear on the Operator Connect main page. Each DID shows a status of Unassigned until assigned to users in the Teams Admin Center.

User statuses

DIDs are automatically pushed to Microsoft when added to Microsoft Operator Connect or after being edited.

On the main page of the Microsoft Operator Connect application, each user shows a specific Microsoft status. The following table describes the possible statuses and associated remediation actions.

Status	Description	Possible action
Unassigned	The DID is provisioned in the Teams Admin Center but not assigned to a user or resource.	Assign the DIDs to users in the Teams Admin Center. Then select Refresh on the Operator Connect screen in the Infobip web interface.
Assigned	The DID is provisioned in the Teams Admin Center and is assigned to a user or resource.	None.
Error	DID provisioning failed because of a Microsoft error. This status typically indicates that the DID is associated with a different account.	Contact Microsoft support. After the conflict is resolved, select Push to Microsoft from the top right menu to retry.
Subscription Error	Insufficient funds or credits on your account prevented configuring the numbers and activating the requested Microsoft Operator Connect plans.	After the billing situation is resolved, Infobip automatically pushes the DIDs to Microsoft.

Delete and disconnect users

You can remove all DIDs configured from Microsoft Operator Connect from your Teams instance, or remove numbers individually.

Only DIDs in Unassigned status can be deleted from your Microsoft tenant. Before deleting or disconnecting DIDs from the Infobip Operator Connect UI, make sure your Teams administrator has first unassigned these DIDs from any user.

• To remove one DID, select the delete icon next to the number on the Operator Connect main page.
• To remove all DIDs, select Disconnect all users from the menu on the Operator Connect main page.

Accessing logs

You can retrieve the historical list of your calls by checking logs (opens in a new tab) and reports (opens in a new tab) in the Infobip web interface, under the Analyze module.

Detailed report

In a detailed report, each connected call between a Microsoft Teams user and an external phone participant results in two call detail reports:

• One entry where the Technology value is Operator Connect, representing the traffic between the Infobip and Microsoft data centers.
• One entry where the Technology value is Phone, representing the inbound or outbound PSTN call leg.

Both call legs participating in the same end-to-end call share the same Correlation Identifier value.

Logs

In the logs section of the Analyze module, the call leg between the Infobip and Microsoft data centers is identified by the network name Operator Connect. After you select that entry, the Correlation ID appears. This ID is shared with the corresponding PSTN call leg.