Microsoft Teams Phones Direct Routing Setup Guide

Introduction

Pre-Requisites

1. Login to Microsoft 365 Admin Center
   Go to https://admin.microsoft.com and sign in using an account with global administrator privileges.

2. Add SBC Domain to Microsoft 365 Tenant
   Webvault will provide a Session Border Controller (SBC) domain for the customer in the format:

   sbc-customer.voiceservers.com.au
   

   In the Admin Center, navigate to Settings > Domains from the left-hand menu.
   Click Add domain, then enter the SBC domain provided by Webvault and follow the wizard to add and verify it.

   Webvault will publish the required Microsoft-authorised TXT record in DNS to verify the domain, provide this to our support team. Once verification is successful, the domain will appear as a verified domain within the tenant.

3. Create a Temporary User with SBC Domain Suffix
   After the domain has been verified:

   • Create a new dummy user account in the tenant.

   • Set the User Principal Name (UPN) suffix for this user to the SBC domain, e.g.:

     username@sbc-customer.voiceservers.com.au
     

4. Assign Required Licenses to the Dummy User
   The dummy user must be licensed to activate Teams functionality for the SBC domain. Assign the following licenses:

   • Microsoft 365 Business Basic (or higher) – to enable Teams access.

   • Microsoft Teams Phone Standard – required to enable Direct Routing

   • Microsoft Teams Premium – OPTIONAL only if required for testing (provides extra features for receptionists and call queue supervisors).

   Note: This dummy user and license assignment are temporary and only used to enable the SBC domain in the Teams Admin Center.  You can remove and reassign the licenses after you have a working setup with a production user.

5. Acquire Resource Account Licenses
   The customer should obtain at least five (5) Microsoft Teams Resource Account Licenses. These licenses are typically free and will be used later for auto attendants and call queues.

6. Additional User Licensing
   Other customer users who will use Teams with Direct Routing should be licensed as follows:

   • Microsoft 365 Business Basic (or higher)

   • Microsoft Teams Phone Standard

   • Microsoft Teams Premium (Only If Users Require Premium Features, ie Receptionist)

   These users do not need to use the SBC domain as their login suffix.

Step 2: Configure Microsoft Teams Direct Routing

1. Login to Microsoft Teams Admin Center
   Go to https://admin.teams.microsoft.com and sign in with an account that has global administrator privileges.

2. Add the Session Border Controller (SBC)
   In the left-hand menu, expand Voice, then select Direct Routing.
   Under the SBCs tab, click Add.

   At the top, enter the Fully Qualified Domain Name (FQDN) of the SBC provided by Webvault, e.g.:

   sbc-customer.voiceservers.com.au
   

   Optionally, enter a description in the Description field.

3. Configure SBC Settings
   Set the following parameters:

   Setting	Value / Notes
   Enabled	ON
   SIP Signalling Port	Use the port provided by Webvault (do not use default)
   Send SIP Options	ON
   Forward Call History	ON
   Forward P-Asserted-Identity Header	ON
   Concurrent Call Capacity	10 (or as specified by Webvault)
   Failover Response Codes	408, 503, 504 (leave default)
   Failover Time Seconds	10 (leave default)
   SBC Supports PIDF/LO	OFF
   SBC Internet Protocol Version	IPv4
   Media Bypass	OFF
   Bypass Mode	None
   Preferred Country or Region for Media Traffic	Auto
   Location-Based Routing	OFF
   Gateway Site ID	None

4. Save the SBC Configuration
   Once all fields are completed, click Save to apply the configuration.

Step 3: Create and Configure the Voice Route

1. Create a New Voice Route
   After adding the SBC, you must create a Voice Route to define how calls are routed through the SBC.

   • In the Direct Routing page, click on the Voice Routes tab next to SBCs.

   • Click Add to create a new route.

   • Enter a Name for the route (e.g., sbc-customer default route).

   • Enter a Description (can be the same as the name).

   • Set Priority to 1.

   • Set the Dialed Number Pattern to:

     ^\+
     

2. Add the SBC to the Voice Route

   • Click Add SBCs.

   • Select the SBC you created earlier from the dropdown list.

   • Click Add, then Apply.

   • The SBC should now appear in the list of enrolled SBCs for the route.

3. Create a PSTN Usage Record

   • In the same Voice Route configuration, click Add PSTN Usage Records.

   • Add a new record named Interop (or choose your own name).

   • Click Save and Apply.

   • The new PSTN usage record will now appear in the list for the voice route.

   • Click Save to complete and save the Voice Route configuration.

4. Verify Voice Route Priority

   • Return to the Direct Routing page.

   • You will now see the newly created Voice Route in the list.

   • If there is already a default route, you may need to delete it or use the Move Up / Move Down arrows to make the sbc-customer route the top-priority (priority 1) route.

Step 4: Create a Voice Routing Policy

1. Navigate to Voice Routing Policies
   In the Teams Admin Center, go to the Voice menu and select Voice Routing Policies.

2. Create a New Policy
   Click Add and enter the following details:

   • Name: Webvault SBC Voice Route Policy

   • Description: Webvault SBC Voice Route Policy

3. Add PSTN Usage Record
   Add the PSTN usage record you created earlier (e.g., Interop) to the new voice routing policy so it appears in the list, then click Save.

4. Verify Policy Creation
   Return to the Voice Routing Policies list. You should now see two policies:

   • The default Global Policy

   • The new Webvault SBC Voice Route Policy
     This policy will be used in Step 6 to assign users.

Step 5: Create a Dial Plan

The easiest way to create a dial plan is by using PowerShell.

1. Open PowerShell and Connect to Microsoft Teams
   From your computer, open the PowerShell prompt and enter the following commands to connect to Microsoft Teams using your Global Administrator account:

   Install-Module -Name MicrosoftTeams
   Connect-MicrosoftTeams
   

2. Create a New Dial Plan
   Once connected, run the following command to create a new dial plan:

   New-CsTenantDialPlan -Identity WEBVAULT-618 -Description "Dial Plan for Perth Customers" -NormalizationRules $null
   

3. Add Normalization Rules to the Dial Plan
   Copy and paste the script below to add the normalization rules to the new dial plan.  It may be easier to download the script file using the link provided.

   Download:618 Dial Plan Script

   # Define Dial Plan Name
   $DialPlanName = "WEBVAULT-618"
   
   # Define Normalization Rules
   $rules = @(
       New-CsVoiceNormalizationRule -Name "AU Emergency" -Description "000 Calls" -Pattern "^(0\d{2})$" -Translation "+61$1"
       New-CsVoiceNormalizationRule -Name "Internal" -Description "199 Internal Calls" -Pattern "^(199\d{5})$" -Translation "+61$1"
       New-CsVoiceNormalizationRule -Name "AUI" -Description "International Call" -Pattern "^0011(\d+)$" -Translation "+$1"
       New-CsVoiceNormalizationRule -Name "AU" -Description "AU National Call" -Pattern "^0(\d{9})$" -Translation "+61$1"
       New-CsVoiceNormalizationRule -Name "AU8" -Description "Local 08 Call" -Pattern "^(\d{8})$" -Translation "+618$1"
       New-CsVoiceNormalizationRule -Name "AU1300" -Description "1300" -Pattern "^(13\d{4,})$" -Translation "+61$1"
       New-CsVoiceNormalizationRule -Name "AU1800" -Description "1800" -Pattern "^(1800\d{6})$" -Translation "+61$1"
       New-CsVoiceNormalizationRule -Name "+61" -Description "Do not change outgoing number if it already starts with +61" -Pattern "^(\+61.*)" -Translation "$1"
       New-CsVoiceNormalizationRule -Name "Everything" -Description "Everything Else" -Pattern "(.*)" -Translation "+61$1"
   )
   
   # Apply Normalization Rules to the Dial Plan
   Set-CsTenantDialPlan -Identity $DialPlanName -NormalizationRules @{Add=$rules}
   
   # Verify the Dial Plan and Rules
   Get-CsTenantDialPlan -Identity $DialPlanName | Select-Object -ExpandProperty NormalizationRules
   

4. Verify Dial Plan in Teams Admin Center
   Once created, you can review the dial plan manually under Voice > Dial Plans in the Teams Admin Center.
   Please note: changes may take up to 30 minutes to take effect.

Step 6: Enable Users for Teams Direct Routing

Prerequisite: Users must be licensed as per Step 1 (Microsoft 365 Business Basic or higher and Microsoft Teams Phone Standard). Ensure each user has a DID phone number provided by Webvault.

Use PowerShell to enable each required user. Edit the commands to reflect the user’s UPN and the phone number assigned by Webvault.  The below commands are EXAMPLES only.

# Enable Enterprise Voice for the user
Set-CsPhoneNumberAssignment -Identity username@mydomain.com.au -EnterpriseVoiceEnabled $true

# Assign the user's phone number for Direct Routing
Set-CsPhoneNumberAssignment -Identity username@mydomain.com.au -PhoneNumber +61864440000 -PhoneNumberType DirectRouting

# Grant the Webvault voice routing policy
Grant-CsOnlineVoiceRoutingPolicy -PolicyName "Webvault SBC Voice Route Policy" -Identity username@mydomain.com.au

# Grant the tenant dial plan created in Step 5
Grant-CsTenantDialPlan -Identity username@mydomain.com.au -PolicyName WEBVAULT-618

Tips

• Run the above block for each user who requires calling via Direct Routing.

• Changes can take up to 30 minutes to propagate across Microsoft 365.

• You can also verify or adjust assignments in Teams Admin Center under Users > (select user) > Policies.

Step 7: Configure Main Numbers with Auto Attendants or Call Queues (Optional)

Use this step only if you have a main business or department number to be answered automatically by an Auto Attendant (AA) or to ring multiple extensions via a Call Queue (CQ).

Recommendation: Assign the main number to an Auto Attendant. Use a secondary number for a Call Queue that handles user routing from the Auto Attendant.

7.1 Create Resource Accounts

Each Auto Attendant or Call Queue requires a Resource Account. Create these first.

Teams Admin Center (GUI):

• Go to Voice > Resource accounts and click Add.

• Display name: e.g., Main Business Number.

• Username (UPN): recommended to match the number, e.g., 084445000@mydomain.com.au.

• Resource account type: choose Auto attendant (for main number) or Call queue (for secondary/queue number).

• Click Save.

7.2 Assign Resource Account Licenses

• Sign in to Microsoft 365 Admin Center (https://admin.microsoft.com).

• Locate the newly created resource accounts and assign a Teams Phone Resource Account license (resource account license). These are typically free.

• Once licensed, the resource accounts will show as Licensed under Voice > Resource accounts in Teams Admin Center.

7.3 Assign Numbers and Policies to Resource Accounts

After licensing, assign the phone number and voice/dial policies as required (update UPN and numbers to match your environment):

# Assign phone number to the resource account (Direct Routing)
Set-CsPhoneNumberAssignment -Identity 084445000@mydomain.com.au -PhoneNumber +6184445000 -PhoneNumberType DirectRouting

# Grant Webvault voice routing policy to the resource account
Grant-CsOnlineVoiceRoutingPolicy -PolicyName "Webvault SBC Voice Route Policy" -Identity 084445000@mydomain.com.au

# Grant the tenant dial plan
Grant-CsTenantDialPlan -Identity 084445000@mydomain.com.au -PolicyName WEBVAULT-618

7.4 Configure Auto Attendants or Call Queues

• Auto Attendant: Go to Voice > Auto attendants to create/configure and assign the AA resource account as the number.

• Call Queue: Go to Voice > Call queues to create/configure, and assign the CQ resource account.

• During setup, select your resource accounts at the assign number step.