---
title: "How to configure a CallTower Operator Connect number in Dynamics 365 Contact Center"
slug: "how-to-configure-calltower-operator-connect-number-dynamics-365-contact-center"
tags: ["calltower", "public"]
updated: 2026-07-27T14:09:54Z
published: 2026-07-27T14:09:54Z
canonical: "learn.calltower.com/how-to-configure-calltower-operator-connect-number-dynamics-365-contact-center"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.calltower.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to configure a CallTower Operator Connect number in Dynamics 365 Contact Center

## Overview

This UC.Solutions article explains how to configure a **CallTower Operator Connect service number** for use with **Dynamics 365 Contact Center / Customer Service** by integrating **Microsoft Teams Phone** with the Dynamics 365 voice channel.

This guidance is based on Microsoft’s official documentation for configuring Teams Phone in the voice channel and is adapted specifically for **Operator Connect scenarios**, with CallTower acting as the PSTN provider.

Use this article when you want to route inbound PSTN calls from a CallTower Operator Connect number directly into Dynamics 365 Contact Center workstreams.

Reference: [Configure Teams Phone in voice channel | Microsoft Learn](https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel)

## Applies to

- Dynamics 365 Contact Center (Voice channel)
- Microsoft Teams Phone - Resource Accounts
- CallTower Operator Connect

## Required roles

- **Global Admin** (Grant Admin Consent).
- **Teams Administrator** or **Teams Telephony Administrator**
- **Dynamics 365 Administrator** or **Contact Center Administrator**

## Prerequisites

Before you begin, ensure the following requirements are met:

- **Dynamics 365 Contact Center** is deployed and the **Voice channel** is provisioned.
- Appropriate **Dynamics 365 and Teams Phone licensing** is assigned for administrators and representatives.
- **Enterprise Voice** is enabled in Microsoft Teams.
- **Outbound calling prerequisites** are satisfied for Teams Phone.
- **PSTN connectivity** is provided via **Operator Connect** (CallTower).
- The Entra ID application used for synchronization has the **TeamsResourceAccount.Read.All (delegated)** permission with admin consent granted.

## Create and configure the Microsoft Entra ID application

Dynamics 365 Contact Center uses a Microsoft Entra ID application to synchronize Teams resource accounts and phone numbers. This app must be configured with the **TeamsResourceAccount.Read.All (Delegated)** Microsoft Graph permission and granted admin consent.

### Step A: Register a new Entra ID app

1. Sign in to the **Microsoft Entra admin center**.
2. Go to **Identity > Applications > App registrations**.
3. Select **New registration**.
4. Enter a name (for example, *Dynamics 365 Contact Center – Teams Sync*).
5. Select **Accounts in this organizational directory only (Single tenant)**.
6. Select **Register**.
7. Record the **Application (client) ID** and **Directory (tenant) ID** for reference.

![clipboard_e014319ded4df5f651e9bdd71f3e4ddec.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e014319ded4df5f651e9bdd71f3e4ddec.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

### Step B: Add the delegated Microsoft Graph permission

1. In the app registration, open **API permissions**.
2. Select **Add a permission**.
3. Choose **Microsoft Graph**.
4. Select **Delegated permissions**.
5. Search for and add **TeamsResourceAccount.Read.All**.
6. Select **Add permissions**.

![clipboard_e8b960074b7a271f06ea3b2099ddef246.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e8b960074b7a271f06ea3b2099ddef246.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

### Step C: Grant admin consent

1. From the **API permissions** page, select **Grant admin consent for** .
2. Confirm the consent prompt.
3. Verify the permission status shows **Granted**.

### Step D: Create an app role

1. From the **App Roles** page, select **Create App Role.**
2. Fill out the details then click apply.

![clipboard_e3c85354f349f2f879203e69d4cd0b731.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e3c85354f349f2f879203e69d4cd0b731.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

### Step E: Assign Users

1. From the Enterprise Apps Tab - Find the App Registration
2. Select Users and Groups
3. Select Add user/group
4. Select the users to be added and the role.

![clipboard_e9cdb11859e72b8ffab2814122bbfc060.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e9cdb11859e72b8ffab2814122bbfc060.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

## {{ glossary.Configuration}}-steps">Teams Phone Configuration Steps:

**Step 1: Retrieve your ACS Resource ID and Dynamics App ID**

In Omnichannel admin center

1. Browse to General Settings and Select Phone Numbers
2. Click on the Advanced Tab

![clipboard_ecdda50ef46feac99f09b04394230c56f.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_ecdda50ef46feac99f09b04394230c56f.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

Make note of BOTH the Azure Communications Services resource ID and Dynamics App ID as they will be needed for the following steps.

**Step 2: Create a Teams resource account**

Each phone number used by Dynamics 365 Contact Center requires a dedicated **Teams resource account**.

As a Teams administrator:

1. Sign in to **Teams PowerShell**.
2. Create a new resource account associated with the Dynamics 365 application.
3. Record the **Object ID** of the newly created resource account for use in later steps.

`New-CsOnlineApplicationInstance -UserPrincipalName "dynamics_resource@calltower.com" -DisplayName "Dynamics Resource" -ApplicationID "<DynamicsAppID>"`

`Get-csonlineapplicationInstance "dynamics_resource@calltower.com" | fl ObjectID`

`# ObjectId : 951c87cb-9859-4467-a40f-77f7bdb35025`

`Set-CsOnlineApplicationInstance -Identity "<ObjectID>" -ApplicationId "<DynamicsAppID>" -AcsResourceId "ACSResourceID"`

`Sync-CsOnlineApplicationInstance -ObjectId "<bjectID>" -ApplicationId "<DynamicsAppID" -AcsResourceId "ACSResourceID"`

Microsoft provides both a [downloadable script](https://github.com/microsoft/Dynamics365-Apps-Samples/blob/master/contact-center/TeamsPhoneSystem-TeamsAdminCenterOnboardScript.ps1) and equivalent PowerShell cmdlets to complete this step.

**Step 3: Assign a license to the Teams resource account**

Assign the required **Teams Phone license** to the resource account using the standard Microsoft 365 licensing process for resource accounts.

![clipboard_e955f472207c9fde7b18ed3beea1451db.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e955f472207c9fde7b18ed3beea1451db.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

**Step 4: Assign the CallTower Operator Connect phone number**

Assign the CallTower Operator Connect number to the Teams resource account using Teams PowerShell:

- Use the `Set-CsPhoneNumberAssignment` cmdlet.
- Specify `-PhoneNumberType OperatorConnect`.
- Provide the phone number in **E.164 format**.

This step links the CallTower-provided Operator Connect number to Teams so it can be synchronized into Dynamics 365 Contact Center.

`Set-CsPhoneNumberAssignment -Identity "dynamics_resource@calltower.com" -PhoneNumber "+14255550123" -PhoneNumberType "OperatorConnect"`

**Step 5: Sync the number into Dynamics 365 Contact Center**

After the resource account and phone number are configured in Teams:

1. Open the **Copilot Service admin center**.
2. Go to **Customer support > Channels**.
3. Select **Manage** under **Phone numbers**.
4. On the **Phone numbers** page, select **Advanced**.
5. In **Manage telephony**, open the **Teams phone system** tab.
6. Select **Sync from Teams**.

![clipboard_e728e68a6b49c47ff42a1554808170c3c.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e728e68a6b49c47ff42a1554808170c3c.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

- Copilot Service admin center: Channels > Phone numbers
- Teams phone system tab with **Sync from Teams** highlighted

**Step 6: Add the number to a workstream**

To enable inbound calling:

1. Create or edit an existing **workstream**.
2. Add a **voice channel** to the workstream.
3. Select the synchronized Teams service number (CallTower Operator Connect).

This completes the association between the Operator Connect number and the Dynamics 365 routing logic.

![clipboard_ef1fbe39bf21e0b5884d36466b4c7cb87.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_ef1fbe39bf21e0b5884d36466b4c7cb87.png?sv=2026-02-06&spr=https&st=2026-11-04T17%3A11%3A08Z&se=2026-11-04T18%3A11%3A08Z&sr=c&sp=r&sig=d1S1TGWFUo%2FzZw0JCnev2AMCP9NksAvaKg6eSC9ZgwQ%3D)

## Call handling experience

- Incoming calls to the CallTower Operator Connect number are delivered to agents through the **Copilot Service workspace**.
- Agents use built-in call controls to answer, transfer, and manage calls.
- If call recording is enabled, an audio announcement is played for compliance.

## Troubleshooting and common issues

**Phone number does not appear after sync**

- Confirm the number is assigned to a Teams resource account (not a user).
- Verify the Operator Connect number is active and assigned in Teams Admin Center.
- Ensure the Entra ID app has the required delegated permission.

**Inbound calls fail to route**

- Confirm the number is associated with an active workstream voice channel.
- Validate business hours and routing rules in the workstream.

Unified Communications, a system that integrates various communication tools and channels into a single platform.

A service allowing customers to choose their telecom provider for making and receiving calls in Microsoft Teams.

Public Switched Telephone Network, the traditional circuit-switched telephone network used for voice communication.

Application Programming Interface, a set of protocols and tools that allows different software applications to communicate with each other.