---
title: "OC Rebiller - Partner Support Requirements"
slug: "oc-rebiller-partner-support-requirements"
tags: ["calltower", "public"]
updated: 2026-09-18T16:09:44Z
published: 2026-09-18T16:09:44Z
canonical: "learn.calltower.com/oc-rebiller-partner-support-requirements"
---

> ## 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.

# OC Rebiller - Partner Support Requirements

## Operator Connect Rebiller - Partner Support Requirements

CallTower requires that its Operator Connect Rebiller Partners provide first level support for their customers.

## Goal

This article will outline the required support that is to be provided by an Operator Connect Rebiller Partner.

## Required First Level Support

Operator Connect Rebiller customers will report issues directly to their Rebiller Partner. The Partner will act as the first level of support and open a case with CallTower as additional assistance is needed.

- Rebiller Partners must have a firm product knowledge, and be able to answer general functionality and feature questions
- Manage all communication with the customer
- Provide initial support for installation and needs
- Provide detailed information about the issue and the troubleshooting performed.
- Work with the CSP (Cloud Solution Provider), if not CallTower, on any issues that fall outside of the Operator Connect service. or licensing not provided by CallTower.

## General Level 1 Support Troubleshooting

- Verified internet connection with the customer to ensure its stability
- Verified that Microsoft Teams and/or the device is using the most up to date firmware version
- Verify licensing
- Restarted the device
- Cleared the Microsoft Teams cache
- Tried from another device or network

## CSP Relationship Requirements

CallTower will need an established GDAP relationship with the customer tenant to provide CSP-level support for those that have their Microsoft licensing through CallTower. Without this relationship, CallTower will not be able to act as a CSP as outlined in [Include OC Rebiller Scope of Support Article].

The customer tenant will need to allow access to US based IP addresses.

## Opening a Case with CallTower

If the issue persists after the first level of support has been provided, a ticket should be opened with CallTower following the process as outlined here [Include OC Rebiller Open Case Article].

#### When to Open a Case

Does the issue persist after the first level of support has been provided? A case can be opened with CallTower Support if it meets the below criteria.

- Issue is with Operator Connect
- Calls dropping or failing (PSTN calls)
- Poor call quality (PSTN calls)
- Other issues related to Operator Connect
- Issue is with another service provided by CallTower

#### How to Open a Case

For the process of opening a Case with CallTower Support see the article [OC Rebiller - How to Open a Support Case - CallTower Solutions Center (UC.solutions)](/v1/docs/oc-rebiller-how-to-open-a-support-case)

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.

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