FAQs: Direct Routing, Operator Connect, & Dynamic E911

You have questions about Microsoft Teams Direct Routing, Operator Connect and E911? We’ve heard them all.
You’ll Learn:
  • What Dynamic E911 Location Routing is
  • How Dynamic E911 works with Direct Routing and Operator Connect

Managing E911 at your enterprise is no small feat. Evolving regulatory requirements, nomadic users, and BYOC options like Direct Routing and Operator Connect make managing emergency compliance all the more challenging.

This FAQ covers all your burning Dynamic E911 questions, from why you need location routing to what you need and how to set up 911 call routing correctly.

What’s the difference between Calling Plans, Direct Routing, and Operator Connect?

All three telecom models give Microsoft Teams customers a way to reach outside their communications platform and connect to the PSTN (Public Switched Telephone Network). Calling Plans include bundled telecom features, are a simple add-on to your existing Microsoft Teams plan, and can help you spin services up quickly.

Organizations who have larger footprints, are looking for economies of scale, or need additional control over their migration may find Direct Routing or Operator Connect more attractive. Microsoft Teams Direct Routing and Operator Connect allows Microsoft Teams customers to connect their carrier of choice to power PSTN access within Microsoft Teams.

How Bandwidth’s dynamic E911 service works with Direct Routing and Operator Connect

Bandwidth’s E911 for Microsoft Teams was developed using our E911 Dynamic Location Routing (DLR) capabilities. Microsoft refers to Bandwidth as an Emergency Services Routing Provider. 

While the majority of the configuration and location management is performed within Microsoft Teams, Bandwidth provides the critical interconnectivity to public safety. We route the calls to the appropriate public safety answering point (PSAP) and make the location information available to the 911 call taker. 

We provide:

Getting Dynamic E911 right

Bandwidth’s UCaaS Integrations for Microsoft Teams

Bandwidth offers the only comprehensive Direct Routing and Operator Connect solutions directly from a carrier. That means you get voice, messaging, and emergency calling, straight from the source. Migrations can be painful, but they don’t have to be.

Best practices for your Teams & Dynamic E911 migration

1. Take stock of current infrastructure to make sure everything is in order.

Here are some questions to ask and steps to take to set yourself up for success:

2. Put pen to paper and create an actual migration plan

Here are some important stages and steps to consider in your plan:

  1. Configuration: SIP trunking set up, SBC configuration, Teams tenant configuration for SIP trunking and 911, and user configuration in your Teams tenant.
  2. Voice Testing: Inbound, Outbound, IVR call flows, hold, transfer, failover.
  3. 911 Testing: Bandwidth developed 933 testing so emergency calls can be tested without placing live 911 calls to PSAPs. Whatever method you choose, testing is a critical step in ensuring your location settings are properly configured in Teams for each user.
  4. Training: What teams need to be trained, and at what level do they need to be enabled? We’ve seen customers who are proactive about these questions achieve greater success.
  5. Cohort Migration: Customers have the greatest success when they create manageable cohorts for migration and roll them out in regular cadences, weekly or every few days. This enables greater control over and more time for issue resolution, training or retraining, and any necessary roll backs.

3. Recruit your internal champions

Cultivating internal champion groups will help teammates with issues and drive adoption of the Teams platform. Champions are also a great way to build excitement and enthusiasm throughout the organization, before, during and after the migration.

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