Adding a User

1. Log into the Enterprise Provisioning Portal using the tenant's Global Administrator O365 user
2. In the main menu, navigate to Users
   
3. Select SET UP PBX USER in the upper right hand corner
   
4. For the user details, enter in the following info:

1. PBX Locations: The name of the configured PBX (typically PBX; usually only one option in the dropdown)
2. Available Voice Routes: Either US East 2 or US West, depending on the client's location
3. Teams User: the email address/ username associated with the user you're trying to add
   1. Note: this user needs to be assigned the correct licensure or they will not show in the dropdown
4. SIP User: The user's portal extension (cannot already be assigned to another user)
5. Phone Number: configure the user’s phone number using one of the following methods
   1. Option 1: e.164 DID (no extension): Use this option if the user has a direct inward dialing (DID) number and does not require an extension. Select a phone number from the drop-down list. Alternatively, when the enterprise is allowed to add an external number, enter a phone number by entering both its country code and the rest of phone number in the two input boxes provided.
   2. Option 2: Pilot Number + Extension : Enter the Pilot Number (in e.164 format, including country code) in the Phone Number field (as described in option A), then enter the user’s extension number in the Extension field. The Pilot Number must be in e.164 format. It is not possible to enter an extension number in the Phone Number field.
6. Use Voicemail in Teams: Select how the user’s voicemail should be handled
   1. Don’t Update: Keep the user’s existing voicemail setting in Teams unchanged
   2. Yes: This will change the Call answer rules in Teams Voicemail to Let the caller record a message.
   3. No: This will change the Call answer rules in Teams Voicemail to End the call without playing your greeting.
7. Caller Name Policy: Set to Transparent
8. Caller ID on Forwarded Calls: Set to User's Caller ID
9. Dial Plan Policy:
   1. Don’t Update: Keep the user’s existing Voice Routing Policy in Teams unchanged
   2. Enable: Set the user’s Voice Routing Policy to the custom policy defined by your ConnecttoTeams provider
   3. Disable: Revert the user’s Voice Routing Policy to Global (Org-wide default)
10. User Devices: Click Add New Device and then add the following information:
    1. SIP Authentication ID: "tm" is our recommendation. However, any suffix, or lack thereof, may be used for teammate. 
       1. Note: You will need to create the tm extension handle on the user/extension in question beforehand. Once this has been
          done, you will see the (extension)tm extension handle below. You can do this by using this document
       2. Note: Please remember to leave all fields blank when creating the new extension, you will only need to add an emergency
          address to create the TM extension.
    2. Press the SELECT button next to the (extension)tm added device
11. Click Save User
12. Navigate back to the Dashboard from the Main Menu
13. Under Enterprise Admin Action Items, you may see an option to Sync your Teams users. If this option is present, click Sync Teams Users. Otherwise, the user was synced automatically and you may proceed to the next step.
14. From the main menu, navigate back to Users, locate the user(s) you just added, click the three dots next to the user under the Action tab, and click Enable Calling if this option is available. If it says Disable Calling, this was enabled automatically and you can skip this step.

Troubleshooting a 365 User Not Syncing

1. Perform a User Group Sync from within Teammate.
2. Ensure the User is in the correct Group for syncing.
3. Ensure the User was not previously disabled.
4. If you are using 365's default "AllCompany" group, please create a separate group, "Teammate Sync", for example, for syncing instead.