It is strongly recommended that the customer be prepared to ensure a smooth onboarding process. Confirming customer preparation before onboarding begins can identify common roadblocks.

We recommend verifying the following things before beginning the onboarding process.  

1. Ensure you involve a person with the Microsoft O365 Global Admin credentials for the domains you connect to your PBX, Trunk or SMS.   The Global Admin is necessary for initial registration.

The Microsoft Global Administrator must register the enterprise, grant permissions, and finalize changes for the end users.

The Global Admin - linked by email and login URL contained in the Complete button is presented with a Microsoft OAUTH credential login and a Permissions/Consent. Global Admin credentials are required. This is a sample of the communication that goes to the Microsoft Admin (Preview_brandName), your Reseller Name.  

2. Review the required and optional permissions with the customer IT staff to ensure any questions or concerns are addressed. 

The Microsoft Teams Phone Connector performs specific, limited tasks with the consent of Microsoft Global Administrators. These allow for automated provisioning via PowerShell for direct routing, user calling activation, and Teams application setup in Microsoft.

The initial request when the Microsoft Enterprise Global Administrator is asked for permission looks like this:

3. Review the Group Restriction information with the customer before registration; group restriction should only be used in specific situations and is not needed for most integrations; i.e., the group list can be left empty in most situations.
   1. Upon initial login to the Enterprise Portal, the enterprise Global Administrator will be redirected to the User Group Sync page and must select whether Users will be synchronized by specifying one or more Groups to serve as filters. All enterprise users will be synchronized if no Group(s) are selected. Only users who belong to the Groups will be synchronized if any Groups are chosen. The Portal will not synchronize or store Users not part of the selected Groups.
4. Have all required licenses been purchased and assigned to the correct Microsoft Teams users? For information on what licenses work with the connector, see here. 
5. Add Microsoft Teams Phone to the Trusted Traffic List
6. Is there one additional set of licenses (available/unassigned) to be used only during the Direct Routing setup? These licenses can be recovered later. 
7. Any preexisting Direct Routing configuration in the Microsoft O365 account. Our Direct Routing can usually coexist with other direct routing vendors, but occasionally, it may be necessary to remove them to avoid possible interaction. 
8. Microsoft Calling Plan or Domestic Calling Plan is incompatible with Direct Routing, so it will be necessary to remove it from any user who will be changing to Direct Routing.
9. Has it been at least 24 hours since you added, removed or updated licenses related to this integration or a user for this integration? Microsoft O365 requires ample provisioning time.  
10. Does the customer use Azure Active Directory Sync (AAD Sync) or have previously used it? If yes, this can cause Direct Routing phone numbers to be overwritten by phone numbers populated elsewhere in O365 and 'Synced'.